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:08/04/2023

  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.

  I opened a Bilt World Elite Mastercard account in approximately 12/21, for which Bilt pays my rent, debits my checking account, and rewards me points/miles. At the time, they were affiliated with *********** (Tennessee) before their current affiliation with ***** Fargo. We paid our rent through them until April 2023 -- we moved from a rental in ************, ** (************* Mgt) to another rental in ********, ** (Mynd Mgt) on April 26th, 2023. I advised **** in writing and by phone that we were moving and I stopped autopay, but Bilt paid the rent of $2800 for *** despite my notifications. (The check was sent but never cashed by *************.) Since ***, I have been hounded by Bilt with claims that I owed them for a rent payment (not sure for which month they claim I didn't pay them since this has never been clearly specified). They have added interest and late fees, so the amount they claim I owe is now $3156.65, and my credit rating has been adversely affected. I have proof that my bank account was debited for each month's rent, which I submitted to them to no avail. I also have their own statement showing I paid rent each month until I moved. I have been trying to get this resolved for almost 3 months, calling and emailing with customer service numerous times, during which I am always transferred to another department that just transfers me to another department, then I'm usually disconnected. I do not know how to resolve this issue with Bilt since there "customer service" has stonewalled me for almost 3 months. This complaint was sent to BBB last month and an investigation led to ***** Fargo, which concluded that they were not involved with Bilt when my account was opened, and it needs to be resolved with ***********. I have not been able to speak to anyone at *********** who can get this situation resolved. I obviously need outside help. Thank you.

  Business Response

  Date: 08/14/2023

  Bilt Support is currently working with the card servicer as well as the member in an attempt to reconcile any outstanding issues. 

  Customer Answer

  Date: 08/15/2023

  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:07/31/2023

  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.

  **** was supposed to send my apartment check to the landlord. While the first check that they told to was sent never arrived after 8 days, ai ended up canceling the check. After contacting with customer service, they recommended to submit a new payment and choose a faster delivery option which I chose and pay an extra $30 for overnight payment. They provided me with wrong information that check was sent at 12:30 PM on 7/28/2023. Later ***** provided me with information and put the mailing time as of 4:39 PM.Basically they have no customer service. There is a useless chat system which cant provide any details. They customer service provides responses which are almost always copy-paste and barely address the customers questions or concerns. While this check was not delivered overnight, I want to be refunded for the mailing price. Also, I want them to provide an explanation about this inaccurate information they provided to me.

  Business Response

  Date: 08/04/2023

  The member's rent check was re-issued via ***** and the $30.00 fee refunded.

• Initial Complaint

  Date:07/31/2023

  Type:Product 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.

  I have booked an airline trip using partially your points and mainly cash ($2500 of cash). The flight was on Lufthansa to ****** and was diverted back to airport of origin, ******, NK on 6/17. Lufthansa rebooked me to a flight two days later, I could no longer take that flight. I spoke to Lufthansa and they assured me that I'm entitled to a refund of $ or airline credit, but it needs to come from the credit card on which i purchased the airline ticket. I have been calling Bilt for a month and half and response I have been getting is that you allegedly have been reaching out to Lufthansa to sort this out. That's a lie! Lufthansa has no record of your emails! Your customer service has also been rude and disrespectful. This trip set me back $2500 + points and no vacation. Trip Itinerary # **************

  Customer Answer

  Date: 08/04/2023

  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:07/24/2023

  Type:Product 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.

  1) 6/22: Arranged to have **** send rent check to me directly in order to pay July rent. Did not receive check. Fearing it was stolen, I cancelled the check via the **** rewards app.2) 7/3: **** sent email notifying me rent check has been cancelled and that I don't need to do anything more. I can expect a refund in the next several days.Because I believed the rent check to be cancelled, I paid my rent via another method.2) 7/7: **** sent email notifying me the rent check has been cashed. Why was it cashed if the previous email said check was cancelled? This leads to a series of time-consuming emails with various customer service agents (a different one with each exchange) whose answers are wildly disparate. One agent explains check was cashed because it takes several days to process the cancellation. Another agent explains that I didn't check a box on the app, so the cancellation was not processed. Another agent wants me to pay the amount of the check again (after the refund) because it was cashed. I misunderstood what this agent was asking for--I assumed she was offering a refund--but she wanted me to pay the amount of the rent again, even though the check was cancelled. Dozens of emails, no apology, no resolution. None of these seem to be adequate responses, given that I received email stating check was cancelled on 7/7. Since **** is not responsive to resolve the issue, I reach out to my landlord so I can cancel my second check. It took several days, but they were able to reach out to their cooperate office and send the check back to me. More labor expended by me and the landlord for an error made by ****.3) July 21: My landlord informs me that the check from **** bounced. So it appears the check was cancelled after all. Why did **** send me email that the check was cashed on 7/7? Why did they have me reimburse them for the cash check? I've been penalized a late rent fee $30, and have to cut another check to the landlord.

  Business Response

  Date: 08/04/2023

  The member canceled the check payment but, the check was already deposited by their landlord which is why the error occurred. The member received their refund and subsequently canceled the Bilt Mastercard serviced by ***** Fargo. 

  Customer Answer

  Date: 08/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, The response by the business fails to acknowledge the error in communication on their part. To address the error, they will need to review the emails that go out to customers regarding cancellation of checks and fix them. 
  

  I have cancelled my credit card and will no longer use Bilt to pay my rent, until their issues are resolved. I consider this matter resolved.

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

  
  

• Initial Complaint

  Date:06/14/2023

  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.

  I'm concerned about fraud. This card has had fraud detected numerous times in the last year and every time I have to get the card replaced, move upcoming transactions to other accounts and try to figure out how to destroy this brick of a card. Fortunately, they email, text and call when this happens. When I asked about the frequency of fraud with this particular credit card I was told that this 'is just the day and age', which is no answer at all. I am a point collector and use credit cards exclusively, so all of my transactions come from credit cards making this a nightmare with upcoming charges. The last time this happened I lost my internet because the one day it was canceled and took to get me a new card. I watch my finances meticulously and this is the only thing I ever have fraud issues with.Please explain why it is with this card only and why it happens so often. Should I just avoid this cards and try something else?

  Business Response

  Date: 06/14/2023

  ***** ***** services the Bilt Mastercard. For any credit card-related issues, please contact ***** ***** at ************.

• Initial Complaint

  Date:06/08/2023

  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.

  I use Bilt Rewards card to pay my rent. it is a credit card but when paying rent, it uses a debit transaction. I use autopay for my rent. There will be 2 transactions every month. 1st on the 1 of the month (or some day close to it) there will be a transaction from BILT -> Avalon (my apartment building). This is the payment of my rent TO Avalon. Then there is another transaction later that week from CHECKING ACCOUNT -> BILT. Checking acct means my personal checking account. This transaction will be the exact amount of the first transaction (BILT -> Avalon transaction) which will be exactly the amount of my rent. This month, there was still one Bilt -> Avalon transaction for $********. This was on 6/3. It was completely normal and expected. But then on 6/6, there were TWO transactions, EACH ********, from my CHECKING ACCOUNT -> BILT. This means a total of $8241.46 was deducted from my checking account. I don't keep a lot of money in checking account usually, and I was keeping this money in there to pay other bills that come up. This could have caused an overdraft on my checking account because after all that I only had $110 left. There was no warning that this would happen at all UNTIL after the money was withdrawn. Then I received two emails from bilt each indicating that a payment of $******** had received. To be clear, the only payment I OWED was $********. I now am missing an EXTRA $********.I emailed Bilt support, who claimed there was only one transaction to pay rent. emailed again with screenshots, and they said they would escalate it. I have not heard back and it has already been two full days. I also attempted to call and they saw the double charge but transferred me to the rent department and the rent department never picked up the phone.I called my checking account bank who said they would start an investigation, but it will take them 10 business days to be able to give me the money. I can't wait that long because I need this money to pay other bills.

  Business Response

  Date: 08/04/2023

  Bilt confirmed that an error was made by the card servicer and quickly made the member whole. A refund was issued promptly to the member.
   
  

• Initial Complaint

  Date:06/06/2023

  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.

  **** ran a rewards game on their app on June 1st with the potential to win prizes by answering a number of questions and then picking a prize box from a number of boxes on the screen. After correctly answering all questions and selecting a box, it opened to reveal a prize of ******* BILT points. Later, this somehow changed to only 50 points. Upon contacting their customer service, they are now saying that I was looking at the wrong screen and was mistaken about my prize, but I have proof of what was on the screen. Achieving any sort of conversation with their customer service is almost impossible-- after numerous attempts to further engage in a discussion, I only receive copy and pasted template responses. Whether this is a glitch with their app or some other reason, In good faith I selected a prize which revealed itself to be ******* points. It is not fair that they they change this or renege on the award. I want BILT to honor what I won fair and square. Thank you.

  Business Response

  Date: 06/06/2023

  The Bilt loyalty team has received this complaint. This was a free and optional game that Bilt offered and there were a variety of potential prizes.  After thoroughly reviewing the member's Bilt Rewards account and activity, they have concluded that the member rightly won the 50 point prize. 

  Customer Answer

  Date: 06/06/2023

  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:

  I provided proof in the form of a screenshot from my account on BILT's mobile app showing that I won ******* BILT Rewards points while playing their game.  ****'s response shows no such proof that I didn't win this prize or any explanation as to why my screen showed me that I won ******* and why they are not honoring that.  Their response in words contradicts what I have provided in evidence.  

  I deserve to receive the prize that I was promised on screen in good faith.  BILT continues to provide their copy & pasted generic response which does not at all address any explanation or proof to counter the evidence that I have supplied. 

   

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

  Business Response

  Date: 06/07/2023

  Our previous reply to the member's complaint stands. "The Bilt loyalty team has received this complaint. This was a free and optional game that Bilt offered and there were a variety of potential prizes.  After thoroughly reviewing the member's Bilt Rewards account and activity, they have concluded that the member rightly won the 50 point prize."  
  
  

• Initial Complaint

  Date:05/05/2023

  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.

  On, 05/04/2023, Bilt Rewards would not allow me to cancel my request to not report my rent payments to Experian, Equifax and TransUnion. I tried every form of communication possible, however, **** Rewards refuses to allow me to cancel this service of reporting my rent payments to the three major credit bureaus. Online Bilt Rewards says you can cancel your request within 24 hours this is within 24 hours. I did the request on 05/03/23, at 11pm Pacific time it is now 05/04/23 at 1: 36pm. Bilt Rewards needs to cancel my request to join reporting my rent payments I do not want to join this program

  Business Response

  Date: 05/22/2023

  After review of this submission, we have no record of correspondence with this member. If this member is enrolled in rent reporting, a request to be unenrolled must be submitted via email and sent to ***********************. 

  Customer Answer

  Date: 05/25/2023

  Attn:  Bilt Rewards

  Please remove my membership from rent reporting.

  Thanks

   

  Business Response

  Date: 05/26/2023

  Bilt Rewards has no record of any correspondence from this member. If she needs assistance with her Bilt Rewards account, she will need to send a message to ***********************.

  Customer Answer

  Date: 05/31/2023

  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:04/26/2023

  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.

  [Name of the product or service involved.] Bilt Rewards [The dollar amount in dispute.] $4,750 [The date of the transaction.] 4/20/2023 [Was the product or service advertised?] Rent Payment **************************************** [If so, indicate where and on what date?] from 2021 forward [Was a contract signed?] Only via signing up for a credit card Identify your attempts to resolve the issue(s) with the company, corporation, or organization.] | have made dozens of calls, chats, and now emails to resolve the issues; they stonewall any attempt to talk to ****** being. They force you to use email with 2-business-day turn-arounds where they misrepresent or misunderstand the issue. The cycle never ends.[Briefly describe the resolution you are seeking.] | need to talk an actual employee or representative of their company to ascertain why they have switched rent-payment via the credit card to direct debit from my separate bank account contrary to the contract to which | agreed. | also need to verify the amount and check details.

  Business Response

  Date: 08/04/2023

  A Bilt representative called to address the concerns the member had and instructed the member on how to set up autopay as well.

• Initial Complaint

  Date:04/25/2023

  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.

  I am a Bilt Mastercard holder and the program generates rewards points that can be used for a variety of redemptions. In general I think the idea is good. But when I attempted to transfer my rewards points online it turns out that function is only possible using the mobile app. The mobile app does not work on my Android phone and this was confirmed by Bilt customer service via email. However, they did not offer any option to transfer rewards points. I have tried three times with their customer service (which is unavailable by phone, only email). The net result is that Bilt is telling me that I should just go buy a new phone if I want to redeem my awards.This is ridiculous, sorry my phone seems too old for Bilt but every other rewards program offers the ability to transfer rewards points online.Please help.

  Customer Answer

  Date: 05/19/2023

  At this time, I have been contacted directly by Bilt Technologies, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  They only acknowledge the complaint but offer no assistance to my problem of transferring reward points from their program to a partner program. Since I cannot do this my reward points are worthless.

  [Your Answer Here]

   

   

   

   

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

  Sincerely,

  *****************************

  Business Response

  Date: 08/04/2023

  We have communicated with the member and provided redemption options.