Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My apartment has switched to only take rent payments through bilt. Bilt is no longer processing payments correctly, and all attempts to contact them to resolve the issue were met with an endless queue and redirection without addressing the issue. **** is defunct with no way to address the issues I'm having.

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,My prior apartment complex went into bankruptcy and could no longer accept rent payments directly. Instead, we were required to make payments through "Bilt Rewards." I opted not to have my personal data tracked, and that was ignored. I have since moved and have no reason for their "service." I have on multiple occasions and escalations attempted to have my data removed, deleted, and no longer tracked. Every time I go to my local drug store, a few days later I get an itemized receipt of my personal items from Bilt, and how much they could "save" me. I believe that **** uses shady methods to prevent users from leaving their tracking service. On one occasion, I did not answer a phone call. So the ** left said, "Sorry you weren't available we will close your request [to delete my data.]" Trying again through there text service I received a response from a tech a day and a half later, at 1:30AM. Same reply, "since you're not available we'll close your request." I've emailed the tech team directly. I was first told to review my rewards before I could delete. Then I was told it took a tier 2 escalation to fulfill my request to delete all my data and stop tracking me. This has been weeks, and yet they still track me.Keep in mind I have not used this service to pay rent for over 6 months. It's entirely unnecessary to me and they have made it impossible to stop tracking my personal data despite multiple requests upon multiple platforms over months.

  Business Response

  Date: 06/10/2025

  The user in question has had all data deleted per the Bilt privacy center. There is nothing else that needs to be done on the Bilt side here.

• Initial Complaint

  Date:05/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am forced to use **** payment processing (******************************) through my apartment provider. I changed apartments within the same complex and now my BILT account ********************** are missing, and my banking information has been removed without notice. Adding new bank takes 2-3 business days and I was not notified by **** as to this removal so currently do not have the ability to pay my rent on my new unit. reached out to **** and they only provide chat support. The chat support is very time consuming. Once connected to a rep, *****, it has been 25min just for them to say hello and leave a generic "give me a moment to review your account". its a simple rental account, no credit card or transactions other than once a month. The account should not take long to review.I asked for a phone # to call to resolve the issue within a minute or 2, instead I am stuck on a chat for 30min total and they are not responding. I just want to know where my rewards I had earned went and where my banking information is as it is no longer available in the customer login portal.

  Business Response

  Date: 05/27/2025

  This customer does not have a ********************, thus was earning the baseline ********************************************* regards to adding a credit or a linked bank account, they have received instructions from Bilt Support on the step by step instructions how to do so. When discussing this with a live support representative, the customer stopped responding to the attempts at resolution.

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dispute Number: ******** Date of the transaction: April 14, 2025 Amount paid: $1,150 What the business committed to provide: Tax preparation services by a certified public accountant Nature of the dispute:I was scammed into paying $1,150 to an individual claiming to be a certified public accountant (CPA) for tax preparation services. I mailed a check using my BILT credit card. He assured me he would not cash the check until after completing the service and receiving signed approval from both my wife and me. Instead, he cashed the check and electronically filed our tax return with the IRSwithout our knowledge, signatures, or authorization. He later admitted to this mistake but refused to file a correction (amendment) or refund my money. As a result, I had to hire another *** to fix his errors. No valid services were ever delivered.Attempts to resolve with the business:I contacted **** on April 14, 2025, and have since followed up numerous times requesting a chargeback for the fraudulent transaction. **** responded by asking me to complete a fraud form that does not apply to this type of situation. Despite repeatedly explaining this via email, I only received automated responses and no meaningful resolution.Advertising issues: Not applicable Resolution requested:I am seeking a full credit of $1,150 back to my BILT credit card due to non-receipt of services and the fraudulent nature of the transaction. I have attached proof showing the service provider admitted to the unauthorized filing and acknowledged the error. I am also pursuing legal action against this individual for fraud.

  Business Response

  Date: 05/27/2025

  In this case, the member had a check that was fraudulently cashed in these cases we ask them to fill out an affidavit form that the banks can verify through their own internal processes. This customer sent back a completed form recently and as such has now been refunded the full amount of the check disputed with their 3rd party CPA.

• Initial Complaint

  Date:05/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My apartment complex began using Bilt for residents to pay their rent through. **** said it offered rewards towards rent payment through purchases from other companies. I moved from the apartment (8/3/24) but the complex did not delete my account and so continued to receive rewards notices from Bilt. I sought to delete my account but was only able to communicate to the company via chat bot or email. The company said via email that my account was deleted. I just recieved (5/9/25) and email from Bilt saying that I earned more rewards. I contacted their chat bot this evening (5/9/25) and attempted to communicate with a live person. It gave me the run-around saying it would connect me to a specialist, that I would receive an email, that I would be contacted but it never did. I don't know how much of my sensitive information they still have access to and the company is making it impossible to retrieve that information or wipe it from their database. I want assurance that my information has been responsibly disposed of and my account deleted!

  Business Response

  Date: 05/27/2025

  As of May 27th - Bilt can confirm all the user's information, account and notifications have been closed. This was handled through an escalated process via our privacy specialist! Any questions remaining, the customer can work with them directly! 

• Initial Complaint

  Date:05/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have accumulated 50k points but when Bilt started using BillPay where we need to create authorization prior to using the card for paying rent i started having problem. When I click complete button all my points disappeared without warning or prior confirmation. I tried to redo BillPay authorization and saw a small slider 'pay with points' next to the complete button that probably was accidentally touched when clicking the complete button. I canceled the previous authorization and redo the authorization. I tried to reach out support via chat 5 minutes after that and was put on hold for 2 hours and support person never be online or respond in the end. It was at 6:30 am in the morning, at 10 pm I received an email stating that all my points have been used for paying the rent partially. Finally managed to find their support email and sent an email but they cannot reverse any points back.

  Business Response

  Date: 05/09/2025

  Thanks for reaching out! Points redemption towards rent payments are final and we are unable to reverse them. We understand your concern and appreciate your feedback. We are ensuring that it is being sent to the appropriate team. Additionally, we have added ***** points to your account. 
  

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The points cannot be reversed. The conversion rate for points to rent credit is 1:0.5; while the conversion to partner airlines are 1:1. For this reason I never intended to convert the points to rent credit. In fact, the authorization was cancelled right away and replaced with another authorization before I paid the rental through the property management payment portal. Why was it processed before the payment itself took place?

  
  Sincerely,
  
  ******* *********
  
  
  
  
   
  

• Initial Complaint

  Date:04/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against **** for failing to report my on-time rent payments to the credit bureaus as promised. I made two payments in January and continued to pay in February, March, and April. However, **** did not report any of these until April 10, 2025and only reported one January payment. This delay caused my BILT account to be removed from my credit report due to over 90 days of inactivity, which triggered a credit score drop and an alert.Despite reaching out to BILT support multiple times and providing screenshots of payment history, I was met with repeated deflection. They asked me for credit bureau screenshots instead of addressing the root problem: their failure to report payments. Ive repeatedly asked for confirmation of when the second January payment and the February, March, and April payments were reported. These questions remain ****************** continues to say the issue is being looked into without providing a timeline or escalation to someone who can help. This has now gone on for over a week, and I still have no resolution. Their inaction and lack of transparency have not only broken trust but also negatively impacted my credit.I am requesting immediate confirmation and reporting of all missing payments to the three credit bureaus, a written explanation for the delay, and assurance that this will not happen again.

  Business Response

  Date: 04/22/2025

  Your monthly payments through Bilt have been for a bit more than your rent total each month. We only report your monthly rent amount on your rent reporting enrollment to the credit bureaus, we do not report any overpayments. This is a requirement for rent reporting by the credit bureaus, as they do not track overpaid rent payments, just on-time, full payments. 
   
  Since your payments tend to be a bit higher than your monthly rent in your rent reporting enrollment, which I presume is because your payments includes some utility costs, that are not included in your rent reporting, we report just the your total rent. Payments will look slightly lagged on your Bilt account, but I can ensure that all payments, including your payment that was due on March 1 was submitted to the credit bureaus. We report on the 15th of each month for the previous month, so just last week we reported your March 1 rent payment.
   
  If the credit bureaus are not seeing this on their end, the only way we would be able to make an adjustment is if we receive a dispute from the credit bureau directly, since everything on our end is looking accurate. Unfortunately, there are no changes that we can make without a dispute form from the bureaus that would update information that looks correct on our end. 

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 7th I paid rent using my Bilt card. On the 8th it showed completed. My landlord contacted me that day saying he had no notification of the payment, not even pending. Bilt told me to wait the standard ACH period, and that no trace number exists. After waiting the period, a full week of immense stress, no changes, landlord still couldnt see the payment. Then Bilt told me they couldn't do anything because it already completed, and to use the account and routing number as a trace code, all of which they could have told me a week ago apparently as it was completed then too. There is no phone customer support, and no way to speak to a supervisor over chat, only email, and every response on email takes a day. I was offered a payment verification letter by their AI but have been blown off for two days now by their representatives, finally giving me the transaction trace code which apparently does exist, and a payment credentials letter, the latter of which is totally useless to me and just blows off my request for a payment verification letter for this specific transaction. Please send me a payment verification letter and implement better customer service systems.

  Business Response

  Date: 04/22/2025

  Thanks for reaching out! It does look like our team was able to provide a verification letter for the payment and for the associated fee.   We understand your concerns and value your input as it helps us improve.  I will be sure to pass your feedback to our team.

• Initial Complaint

  Date:03/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have been trying to reach this business because someone opened up an account in my name without my consent and I wanna get in touch with the business to know who did it, why , and where but they have yet to respond to any of my calls or messages, it is very hard to reach them, I want this item off of my credit its hurting me badly in succeeding in life

  Business Response

  Date: 04/03/2025

  So sorry to hear that this happend. Please reach out to our team directly at ********************************** and we will be happy to look further into this. 

• Initial Complaint

  Date:03/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MY BUSINESS ACCOUNT WAS DEBITED $ ********. I HAVE NO BUSINESS WITH THIS COMPANY.

  Business Response

  Date: 03/26/2025

  We definitely understand that an unknown debit is concerning. Please reach out to our support team at ************************************************************ so that our team and look further into this.