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:05/16/2024

  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.

  Credit card had fraud on it. Got a message and responded that it was fraud. Charges continued to be approved from the same merchant where I confirmed there was fraud. I called the number several times, waited on hold for 25 minutes and then got disconnected. Finally I tired the regular Bilt number spoke to someone who abruptly transferred me while I was talking and then I got disconnected a minute later. You cant make this up. Now my rent wasnt paid cuz the fraud used up my credit limit. I didnt get the points and wasnt able to partake in the rent day this past month. I spent over an hour and much heartache because of this. Really really upsetting. Im sure this is not what Bilt intended and I hope they will make this right for me and correct the phone line and fraud system going forward.

  Business Response

  Date: 05/22/2024

  Bilt Rewards only has insight into your rewards and rent payments, it would be best to connect you to ***** Fargo's customer service department if you have unrecognized charges. You can reach their team by calling ************.
  
  

  Customer Answer

  Date: 05/24/2024

  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:

  [Your Answer Here]

   Please connect me with someone at ***** Fargo who is capable of resolving this as I have tried calling as I mentioned in my original complaint. Bilt is contracted with ***** Fargo so the companies to do need to work together and I lost out on much rewards because of the fraud and my rent payment not going through this month  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 06/06/2024

  Bilt support is reaching out directly to the member to further assist. 

• Initial Complaint

  Date:05/09/2024

  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.

  The Bilt app and website is not allowing me to book flights with an infant in seat. I can only book flights with adults and it doesn't allow me to change this later.

  Business Response

  Date: 05/09/2024

  Bilt support has reached out to the member directly to further assist. 

• Initial Complaint

  Date:04/15/2024

  Type:Billing 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 experience with Bilt has been nothing short of miserable. 1.As a member for almost 2 years, they questioned my LEASE and rental agreement that was already confirmed and established, causing paused payments on my account ****** over drafted my account 2x due to their app glitching and miscommunicating the accurate balance. This caused my bank payment account to overdraft and incur fees. TWICE 3.On this issue with overdrafts and calling to explain what happened, their agent told me that I would be getting a check in the mail and it was impossible to expedite even though you are PERFECTLY capable of expediting a check via fed ex. 4.I waited 30 days and still have not received a check, I called back last week and was assured I would get it by 4/6 5.It is now 4/12 and I called back today only to be put on hold after the man I first spoke with was confused as to why there was an issue with my check being received. I was on hold for 40 MINUTES. 6.I then got transferred to AgentID PG2 who informed me that there was an error on THEIR part and that the request was submitted accurately, and someone in the payments department never approved the payment. And because the approval never happened, it voided the request. 7.With this error being confirmed, I was then informed that it IS possible to request an expedited check. She can put the request in, but cant possibly confirm if this will actually happen or not because it was an internal error It was an internal error 3 issues ago. I am INFURIATED. I am livid beyond words

  Business Response

  Date: 04/24/2024

  Bilt support is reaching out to the member directly to further assist. 

  Customer Answer

  Date: 04/24/2024

  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:04/12/2024

  Type:Delivery 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.

  Bilt app has engaged in deceptive practices multiple times. They engage in consumer fraud, false advertising and non stop breaches of contract.They falsely send emails saying your items have been shipped with a **** tracking number. Almost a month goes by and no updates on tracking and then i get told a bilt supervisor, ******** will call me. This liar never calls, hides behind emails promising to resend the items and never does. She is an absolutely unprofessional horrible person and should be fired for being a director who has no customer service skills or ethics

  Business Response

  Date: 04/15/2024

  We confirmed with the member directly that the orders were shipped out to them, the points used were refunded, and courtesy points were added to their account for the inconvenience. 

  Customer Answer

  Date: 04/16/2024

  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:

  [Your Answer Here]

  They never shipped the items. Also "points" does not handle false advertising. This company has violated several state and federal laws. This will now go to the attorney general and lawsuits since they want to lie about shipping items and engage in deceptive practices 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/26/2024

  Bilt Support can confirm that the orders were sent out. If you want to email us directly at ***********************, we will be happy to provide the associated tracking information.

• Initial Complaint

  Date:04/11/2024

  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.

  Date of Incident: 4/10/24 Time of Incident: 1:24 pm Details of the Incident:On the date mentioned above, I received an email from Bilt that was both unexpected and concerning. The email implied that there was suspicious activity or misconduct associated with my Bilt Rewards Membership and Points balance, suggesting potential legal repercussions. This was particularly alarming as my account has been dormant for over a year due to previous unresolved fraud incidents.The exact wording in the email was, "We have reason to believe that behavior on your account demonstrates an intent to engage in sustained misconduct and wrongdoing in connection to the program." Receiving such an accusation without any recent activity on my account or further clarification from Bilt is distressing and unacceptable.Following this, ****'s attempt to address the issue by crediting my account with 250 points (equivalent to approximately $2) was inadequate and did not address the core issue at hand. The gesture did not align with the seriousness of the accusation made in their initial communication.Impact on Consumer:This situation has caused undue stress and concern, particularly given the history of fraud on my account and the lack of engagement with ****'s services for an extended period. The communication from Bilt was not only baseless given my account's inactivity but also lacked sensitivity and appropriate context, exacerbating my distress and diminishing my trust in Bilt.

  Business Response

  Date: 04/15/2024

  Bilt Support email  can confirm that the email you received regarding loyalty program misconduct was sent in error, and your account is currently in good standing. We do apologize for the confusion.

  Customer Answer

  Date: 04/16/2024

  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 message below does nothing to alleviate my concerns about security. I do not use my Bilt card and the  250 points is a slap in the face. My card has fraud twice when I was not using it and now this. I need a better explanation. 

  "Bilt Support email  can confirm that the email you received regarding loyalty program misconduct was sent in error, and your account is currently in good standing. We do apologize for the confusion."

   

   

   

   

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

  Business Response

  Date: 04/26/2024

  Again, we apologize for the mistaken email concerning your account status,. As stated, your account is in good standing and are team is ready to help with any issues you may have with your card or if there are previous experiences with fraud, we'd be happy to make sure ***** Fargo resolved this quickly and ensure you feel satisifed there if you want to email us directly at ***********************.

  Customer Answer

  Date: 04/26/2024

  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:

  Again, this does not adequately explain what happened. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:04/11/2024

  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 was made a Bilt account without my consent through my apartment complex. I would like my information to be removed from Bilt as I did not consent to having an account made.

  Business Response

  Date: 04/15/2024

  Our team can confirm that a Bilt Rewards account was not created under your email as a result of this error. You do not have an active Bilt Rewards account with us and you'll no longer receive further communications from us unless you decide to create an account with us in the future.

• Initial Complaint

  Date:04/08/2024

  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 a victim of identity theft. I've noticed unauthorized transactions and suspicious activities linked to my identity. I've filed a police report, but I need assistance in resolving this issue. I hope to recover my financial losses, clear my name, and request your help in removing this account from my credit report. Please help meinthismatter. --------- BILT TECH 11/18/2021 ************** ----------

  Business Response

  Date: 04/15/2024

  Our team is speaking with the member directly to further assist.

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair 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.

  Horrendous customer service from **** Rewards. Starting back on 3/3, ****, who is handling one of my complaints via email did not seem to comprehend my complaint after more than a week of back and forth. I will attach the email chat from **** and your BILT day terms and conditions defining Rent Day as the date the transaction was made. I tried calling BILT customer service at both *********************** to discuss repeated issues with rent day points. There, was no option to get to customer service. Even when I pressed 0, Your system took that as an acknowledgment to send me a text message that I did NOT authorize. I want to be clear you did eventually give me the points I deserved for March, I'm still waiting on April. What I'm saying is you are not addressing the root cause. Every month I have to go through this where I escalate my situation and it takes a long time to investigate.**** three times in this email made quite clear that your system is looking at when a transaction posts not when it is made. Yet your terms and conditions say Rent Day, is considered the day the charges made, on the first of the month.Worse yet, ******, a supervisor claimed he'd look into the issue. Never received a response. The issue was never fixed. Beginning of April and the same issue occurs again. Clear the root cause was never resolved.

  Business Response

  Date: 04/05/2024

  Our team has been actively working with Mastercard on the timing of these particular transactions. Currently the merchant submits the transactions to Mastercard at 8am EST the following day. This submission delays the clearing / posting and thus point awardance to your account [and the bonus!]. We've added the points for any discrepancy as a courtesy for the month of April.

  Customer Answer

  Date: 04/26/2024

  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:03/27/2024

  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.

  On the night of March 20th, at approximately 11:30 PM, an inadvertent action led to the initiation of a transfer of ****** Bilt Rewards points to my American Airlines account in the form of AAdvantage Miles. ********* the transfer's initiation, I promptly received an email from Bilt Rewards confirming the transaction, along with an invitation saying, If you have any questions, or think this was done in error, please let us know at [email protected] swiftly, I reached out to their support team, only to be informed that the transfer, once initiated, could not be halted, despite being incomplete.Subsequently, I contacted American Airlines to explore options for intercepting the transfer before its completion. Surprisingly, they expressed disbelief at Bilt Rewards' stance, noting that other credit card companies typically offer ways to cancel transactions to prevent such transfers prior to completely processing. American Airlines also clarified that once the balance is transferred to my AAdvantage account, retrieval of points back to my Bilt account would no longer be feasible.Returning to Bilt Rewards with this information yielded little recourse, as they maintained their stance of non-interference. It's worth noting that the ****** points in question were accrued through a spending of $****** on the credit card, contributing significantly to my accumulation of nearly ****** points and attainment of Gold Status, the second highest status on the card.I had already booked my flights for my trip through Bilt's travel portal prior to this issue occuring, ensuring continued patronage. The ****** miles in my American Airlines account hold no value for me, as my limited travel opportunities render their expiration inevitablea considerable loss equating to roughly $300 worth of points rendered unusable.

  Business Response

  Date: 03/29/2024

  Bilt Support unable to reverse any points after they have been transferred. Unfortunately, once points are transferred, they are no longer Bilt points, and they are subject to the Terms and Conditions of our partners specific program. 

• Initial Complaint

  Date:03/11/2024

  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.

  Bilt and another property management company hired a man to place a bilt rewards sign on my house. I have him on my ring camera saying he was hired by property management to place up this sign on my house. It was a bilt rewards sign. He apparently was hired by property management but this turned out not to be true. I contacted our property management and our landlord and they both did not authorize this. I would like to know why this man was hired by bilt to place a sign on our house illegally. The man used a caulk gun so i cannot remove the sign without damaging the house.

  Business Response

  Date: 03/11/2024

  Bilt Support can confirm that this is Intentional and part of the approved marketing by the management company as part of the partnership between Bilt and your property . If you have any additional questions please reach out to your management team

  Customer Answer

  Date: 03/14/2024

  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:

  [Your Answer Here]

   I would like to know the name of the management company that approved this. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 06/11/2024

  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:

  [Your Answer Here]

   Bilt refuses to name the property management company because they KNOW IT WAS THE PROPERTY MANAGEMENT COMPANY THAT WAS FIRED! 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 07/23/2024

  As stated, this plaque was installed by ****** ******** *********** that had a partnership with Bilt Rewards. The property management company, ****** ******** *********** and the specific property **** ****** chose to install the Bilt sign as signage/reference to that partnership. With the current state of property ownership changing, it is completely up to you the complainant and the property manager whether they would like to keep or remove the sign, Bilt Rewards has no say in the matter.