Presentation in ICICKM 2014 in Sydney. The paper aims to elaborate how customers’ negative experiences are perceived and encountered in construction business. Negative experiences are investigated through intellectual capital approach. Special interest lays in intellectual liabilities that are categorized into two main categories: 1) obligations or risks and 2) depreciation of intellectual capital. The paper applies qualitative research approach with empirical data gathered by interviewing 10 employees representing four different construction companies in Finland. Analysis of the interview data leads to the recognition of six major antecedents of intellectual liabilities.