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:02/22/2024

  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.

  12/3/23 BILT systems processed a duplicate rent payment in the amount of ******* since December I have been submitting letters of correspondence from my financial Institute to both BILT and my apartment complex *********** regarding proof of payment through my financial institution and showing amount withdrawn and paid towards built. However, for some reason there was a dispute from built to MasterCard and BILT is refusing to contact MasterCard for funds. I have provided all of the documentation requested regarding my payment being processed through financial institute. The issue has been ongoing since December built is denying the payment has been received from MasterCard/my financial Institute and refuses to reach out to MasterCard to coordinate payment information or clarification on payment, resulting in my apartment complex threatening me with verbal eviction because BILT indicates they have not received payment when letters of correspondence from my financial Institute have already been provided showing that payment has been processed and debited from my financial institution. please help me get this issue resolved as my apartment complex is threatening eviction due to the third-party ****** BILT not corresponding with MasterCard regarding payment.

  Business Response

  Date: 02/22/2024

  Bilt Support is reaching out to the member directly to resolve this.

  Customer Answer

  Date: 02/27/2024

  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 is still stating they have not received payment however financial institution and I have provided posted payment proof. They are referring me back to my financial institute to have them make payment again however my bank has already processed the original payment shown in the letter of correspondence. 

   

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

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

  Business Response

  Date: 03/12/2024

  Bilt received notice that a chargeback was filed for the payment and we followed the process accordingly

• Initial Complaint

  Date:02/08/2024

  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.

  I am using BiLT app for paying rent as they are collaborating with credit bureau. The app has so many bugs as sometimes it wont process the autopay. Because of this two times my appartment lenders came to home to collect. That is one case. The other case is when we pay the rent twice they will accept it rather than they alerting the customer for the same unit same payment. Because of this i am in shortage of funds for further payments. Same i took it to the bilt support team they are not ready to resolve the issue asap. They are saying they have their own time frames, if that is the case i have my own. As this involves my reputation as it will affect credit points for the missing payments. First they have to restrict the duplicate payment or should give me an alert that i am doing another same payment. I dont know where to file this just want to send it here by seeing others. Ok they are also mentioning some charges to return my money back. How can they do like that?

  Business Response

  Date: 02/08/2024

  We are sorry for the frustration and can confirm that the issue has been resolved. 

• Initial Complaint

  Date:01/05/2024

  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 November 1, I made three separate purchases totaling $13,000 for specific services using my BILT Card. These purchases were correctly coded as Purchases on my credit card statements. However, BILT Card inaccurately denied any points I should have earned based on these purchases stating that these were cash advances.I wish to emphasize that these were not cash advances or balance transfers. They were legitimate purchases, and my credit statement clearly reflects this fact. I believe that BILT Card's refusal to credit the 2x points is not appropriate. I have attempted to resolve this issue with BILT Card's customer service, but I have received no satisfactory response or resolution. I believe that my concerns are valid and that I am *********** the rewards promised by BILT Card. I respectfully request the company to credit my account with the 2x points that I should have earned on the $13,000 in purchases, totaling ****** points as per the promotion's terms.

  Business Response

  Date: 01/08/2024

  Per the Bilt Rewards Terms & Conditions ( *********************************), 'Buying products and services with your Card, in most cases, will count as a Qualifying Purchase; however, the following types of transactions will not count as a Qualifying Purchase: balance transfers; cash advances; purchase of travelers, checks, foreign currency, money orders, wire transfers or similar cash-like transactions'. Additionally, Bilt does reserve the right to determine which purchases qualify for points.

   

   

   

  Customer Answer

  Date: 01/09/2024

  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 purchases are not in the nature as mentioned above. Just because a financial institution is involved doesnt automatically make it a cash like transaction. Financial institutions provide business certification and attestation  services as well fyi. If it was a cash advance, ***** Fargo would have classified it as cash advance and not purchase. 

   

   

   

   

   

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

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

  Business Response

  Date: 01/26/2024

  As explained previously, per the Bilt Rewards Terms & Conditions ( *********************************), 'Buying products and services with your Card, in most cases, will count as a Qualifying Purchase; however, the following types of transactions will not count as a Qualifying Purchase: balance transfers; cash advances; purchase of travelers, checks, foreign currency, money orders, wire transfers or similar cash-like transactions'. Additionally, Bilt does reserve the right to determine which purchases qualify for points.

• Initial Complaint

  Date:01/04/2024

  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.

  The site makes it difficult to send a message. Recently, I linked ** Marriott Bonvoy account but didnt receive the bonus points for doing so. Can you kindly look into this?

  Business Response

  Date: 01/08/2024

  Bilt Support can confirm that the points have been added to the member's account.

  Customer Answer

  Date: 01/13/2024

  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:

  A breakdown/statement should have been provided, showing how and where the points were added - they did not actually post. 

   

   

   

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

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

  Business Response

  Date: 02/08/2024

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

• Initial Complaint

  Date:12/27/2023

  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.

  Bilt was given access to my personal information without my consent and created an account for me without my knowledge. They have been scraping my and other residents payment information from my apartment community, who is also responsible for giving them access to this info. They're a scam, and it should be illegal for any company to create an account for you without your knowledge, especially with the sole purpose of selling your information.

  Business Response

  Date: 01/16/2024

  Bilt Support is speaking with the member directly to resolve this. 

  Customer Answer

  Date: 01/19/2024

   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:      Reaching out to me directly does not excuse their obtaining, collecting and distributing my data without my consent.     In order for the BBB to appropriately process your response, you MUST answer the question above.  Sincerely,   * ******            
  

  Customer Answer

  Date: 02/23/2024

   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:   Great, so you admit to obtaining my information without my consent, then  contacting me using that information without my consent. Once you've confirmed you've deleted any and all information you obtained without my permission and do not contact me directly again, I'll accept this response.          In order for the BBB to appropriately process your response, you MUST answer the question above.  Sincerely,   * ******                
  

  Business Response

  Date: 03/11/2024

  Bilt support can confirm that the  tenants information has been removed from Bilt Rewards. 

• Initial Complaint

  Date:12/26/2023

  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.

  Im requesting for this account to be deleted and all my data to be deleted I submit a request to have this deleted and bilt never didnt anything for months and someone is using my information and I never create a bilt account and never applied for a credit card I called ***** Fargo and they shut down this credit card as a fraudulent application and I need for this fraudulent bilt account to be deleted

  Business Response

  Date: 12/26/2023

  Bilt Support is working with the member directly to resolve their request.

  Customer Answer

  Date: 12/27/2023

  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 account is still active 

   

   

   

   

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

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

  Business Response

  Date: 02/20/2024

  We have reached out to the member directly twice and provided the steps to delete their data. They can go to ********************************************************* to see their data, delete it, and manage how it gets used.
   

  Customer Answer

  Date: 02/21/2024

  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:12/11/2023

  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.

  My apartment complex uses **** services for its residents to submit their rental payments. After looking at the advertisement for the **** Mastercard, I decided I would apply just to see what the APR was. When submitted, it immediately approved and accepted the card with a 29% APR. I did not want this card after seeing the terms presented, but it accepted it on its own without my consent. I ensured that my auto payment was linked to my federal checking account, but rent day came, of course, it defaulted to charging my **** MasterCard and enabling something called "**** protect." After spending time on the phone with some ***** Fargo representatives, I initiated a dispute and cancellation of the card. This last Friday morning, I got an email from **** asking if I still want to proceed with the dispute. In less than 48 hours, they sent an automated message saying that since I hadn't responded, they were "closing the case." It feels as though they are trying to wear me down or wait for me to stop pursuing it when I only want to get rid of this card. The amount of time I have spent on this is ridiculous, and I do not want their actions to affect my credit.

  Business Response

  Date: 12/12/2023

  Bilt Support is working with the member directly to resolve this matter. 

• Initial Complaint

  Date:12/01/2023

  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've never enrolled in any bill rewards services. While scheduling rent payment on my portal, I noticed this feature, and yesterday, I emailed them about it. I suspect fraud, as I didn't sign up, and it seems either Bilt or the management company added me without consent. I'm filing this to ensure I'm removed from the system and to understand how my unit was enrolled.

  Business Response

  Date: 12/01/2023

  Bilt Rewards is working with the member directly to resolve this.

• Initial Complaint

  Date:11/03/2023

  Type:Sales and Advertising 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 applied for a Bilt Master card on 10/25/2023. Haven't heard back from them and called on 11/01/2023 to check on the status and I was told i need to FAX my SSN and other address proofs which no bank had ever asked me till date. I said I do not want to do that anymore and requested to withdraw my application. The customer service associate told me that it will stay in the system for a while and the get deleted automatically. I received a letter today 11/02/2023 which clearly mentions that i need to call *********** and give my SSN number which I did and i hear the same thing again. I'm told that it is going to be open for next 60 days and can't do anything. Why is a credit card company deciding on what happens with my data when I clearly mentioned that I want to withdraw an application. I would never want to be associated with a system like this. I have never dealt with it before and do not want to now. I just want them to delete my application. They have already run a hard enquiry and now the account ************** is going to be open for next couple of months creating trouble for me. I can't work on applying for any card and this company application is going to be in my records. I want them to delete MY PERSONAL DETAILS since i do not want the card anymore and I'm uncomfortable sharing my SSN Car

  Business Response

  Date: 11/17/2023

  Bilt Rewards only has insight into your rewards and rent payment information, it would be best to contact ***** Fargo's customer service department. They'll be happy to help you with this. You can reach them at ************. 

• Initial Complaint

  Date:10/27/2023

  Type:Customer Service 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.

  Without my authorization bilt initiated an ach when I never had bilt protect enabled. And now they have charged my card twice for the rent. I now have no available balance, can't use my card and have no idea whether my rent check has gone through. Furthermore I call the number on the back of the card only to reach ***** fargo agents who cannot do anything and I am informed that bilt has no live phone support which is absolutely unacceptable. So I have now submitted multiple tickets and have recieved no response. I have no idea what's going on and they will not respond to me.

  Business Response

  Date: 11/03/2023

  We solved the issue and this was the result of a one-time error, and our team has taken several steps to mitigate the risk of something like this happening again in the future

  Customer Answer

  Date: 11/07/2023

  After over a week with no response and a total failure to understand the problem due to lack of live phone support. Bilt finally fixed the problem. However having no live phone support is completely unacceptable when handling people's rent. If you have any problems with your rent payment they have no customer support. Email's and automated chatbots are not customer service. I would recommend staying away from this company and their card till they respect their customers enough to have live phone support.
  
  Sincerely,
  
  ***********************