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:04/24/2023

  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.

  In January of 2023, I moved to a new state and opened a new bank account associated with a new job. I attempted to link my BILT Mastercard to my new bank in order to continue to make timely payments, as I had always done. Without any notification of there being an error, I received a letter in the mail from ***** Fargo informing me that my card had been closed. I could not speak with someone from ***** Fargo to resolve the issue, so I had to go in person to a physical branch of the bank, during the work week. The bank helped me lodge a complaint with BILT and ***** Fargo - we had discovered ***** Fargo abruptly closed my card because I accidentally mistyped the electronic funds transfer number in trying to link my new bank to my credit card. I spoke with a BILT Mastercard representative who told me that I could try to close my account, since it did not seem like my credit card could be reopened, and open a new account. I confirmed that I would not lose my rewards points if I did this and that I could transfer between accounts. I took the representative's advice, applied for a new card and was immediately denied.I still have an account that I can access online so, in April 2023, I attempted to transfer my rewards points (******) to a transfer partner (******** Airlines) and was unable to. I spoke with a representative from BILT Mastercard who informed me that my account had been closed and, therefore, I no longer had rewards points that I could transfer. I told the representative that this was not what a different BILT representative had told me and that I would like to transfer my rewards points and move on from BILT, based on the poor communication, lack of adequate customer service, including during non-business hours, and the lack of due process in the sudden, no-warning closure of my card. The representative could not help me and simply told me to call back during the work week.I would either like my rewards points or a dollar amount refund.

  Business Response

  Date: 05/08/2023

  ***** ***** services the Bilt Mastercard so Bilt would be unable to speak on what card related information was relayed to the member. The member still has access to their Bilt Rewards account and can easily transfer their Bilt points to a travel partner of his choosing.  

• Initial Complaint

  Date:04/12/2023

  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.

  Hello-I signed up with Bilt through my property management company, Brookfield Properties. I signed up to have my rent payments reported to the credit bureaus. I want to unenroll in credit reporting. I can't get ahold of anyone in customer services. I keep putting in tickets for someone to get back to me but no one responds. The chat feature is a joke. It did nothin got help my issue. I don't understand why its so easy to enroll in the program but to unenroll seems to be impossible. I think its ridiculous that no one seems to be able to get in touch with customer service. If I am not unenrolled immediately, I'll be filing a complaint with the ** and ** attorney general's office for fraud. I'll also be filing complaints against this property management company for employing such a shady company I want to UNENROLL in the credit reporting.

  Business Response

  Date: 04/12/2023

  Bilt Support has sent multiple emails (04/10/23 and 04/11/23) to the member to confirm the entire removal rent history from her credit report. The member needs to reply to the Bilt associate before we are able to proceed with her request.

• Initial Complaint

  Date:04/06/2023

  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.

  I used **** Rewards to send a rent check of $2595 to my landlord on March 18th 2023 to pay my rent for ****** I also spent an additional $486.44 across five transactions to start accruing rewards points. On March 31st I paid my Bilt Rewards balance of $3081.44 in full. My landlord contacted me on April 5th 2023 to notify me that this rent check bounced and they have not been able to process my payment. They have applied additional fees, and I will also need to go into emergency savings to cover my rent. I have tried multiple times to get in contact with the Bilt Rewards team to resolve my issue over the last day, but their customer service is pretty much non-existent. All requests for a call back have been empty, and I havent gotten any response to my Zendesk ticket. As a customer who is using their service to pay $2595 in rent on a monthly basis, I should be able to get into contact with them same-day. This has not been the case. Horrible business practices.

  Business Response

  Date: 04/21/2023

  Per the member: It looks like my landlord had an error while processing my rent and the payment from Evolve was actually successful. This means that the issue is resolved now. 

   

• Initial Complaint

  Date:03/21/2023

  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.

  My card was hacked on Christmas Eve 2022 - not by my fault, like a lost card or anything, but because of a well documented security vulnerability on Bilt's side. There was a fraudulent charge for $1712 as well as someone who spent my rewards points on a car rental. I managed to cancel the latter, and reported the former as fraud.Unfortunately, **** has been extremely slow to act. At first, they refused to answer my followups and said that fraud claims take ***** days to process. So, I started calling back after the 60 day **** in late February. The agent told me that the original agent filed the fraud form incorrectly, hence the lack of a refund. On top of this, I was being charged interest on this charge.Since late February, I have called at least 7-8 times. The agents are perfectly friendly and say they escalate it to their higher management to expedite it now that the form has been filed correctly, but it's been yet another month with no resolution. They repeatedly have asked me to call back in a week, and each time I ask for a callback - which they claim I will receive, but I have not once heard back. Now it's getting more complex, since I need to call back each time they post more interest to adjust how much the requested refund is, nag them to get me the original refund, and that it is now affecting my credit score due to a higher running balance & minimum due payments.I need Bilt to adjust my credit report, get me the original refund, and a refund on the interest charged on the original transaction. I have never had a running balance or a late payment so this is extremely frustrating.

  Business Response

  Date: 04/03/2023

  Bilt's card servicer has reviewed the cardholders complaint and it has been fully rectified as of 3/20/23. A confirmation letter was been sent to the cardholder.  The cardholder was credited the funds and has been made whole.
  
  

• Initial Complaint

  Date:03/20/2023

  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.

  Severl customer service issues that have not been addressed. Too many to type here. Attaching additional details. See PFD and call logs attached

  Business Response

  Date: 04/05/2023

  We have reviewed the members complaints and understand his frustrations. All of the complaints are directed toward the servicer of Bilts Mastercard. We have escalated the members complaints to their management team and have requested that they re-educate their agents on member protocols and procedures.
  
  There was only one charge on this user's credit card which he objected to, it was in the amount of $.90 and it occurred on 08/04/22. Bilt customer support specialists promptly reviewed his complaint and instructed our card servicer, Cardworks, to credit his account for that amount on 04/01/23.

  Customer Answer

  Date: 04/05/2023

  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:

  [Your Answer Here]

   The business has failed to respond to any of the emails, promised customer service calls backs, etc. This is by no means completed. I have emailed the company 3 times in one week, in addition to the disconnected phone call. I have filed complaints with the Attorney General of New York, and the ****************** Protection Beurea as well. I expect BILT to conact me directly as they have NOT resolved anything. 

   

   

   

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

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

  Business Response

  Date: 04/21/2023

  Bilt Support spoke to the member on 04/10/23 and listened to his concerns and complaints. He was heard and his feedback was forwarded to card servicer of his Bilt Mastercard. 

  Customer Answer

  Date: 04/21/2023

  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:02/24/2023

  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 would like to lodge a complaint against Bilt Technologies. I have a Bilt Mastercard credit card, the card number is **** **** **** ****. My due date was Jan 18th, and I paid all my statement balance off which was $3042.95 on the 18th. I received an email from Bilt Rewards showing that I submitted the payment on the 18th. However, the payment was posted on the 19th, and I was charged $40 late fee and $43.67 Interest Charge. I called ***** Fargo's customer service on the back of the card ************ and was told they couldn't waive the fee, and they said there were different time cut offs on the due date for different payment method (by phone, by Bilt app, etc), which was not clearly stated on the website or the app. I'm trying to get this issue resolved for a couple days, and since my due date for Feb was 18th, I was charged with another late fee of $40 and Interest Charge $13.31. I would like Bilt to cover/credit my account for all the late fee and interest charge, which is $136.98, since I paid my full statement balance on time.

  Business Response

  Date: 03/13/2023

  This complaint should not reflect the member's actual card number and should be removed. ***** Fargo issues and services the Bilt Mastercard. We have reached out to them on the member's behalf and they have advised that they have refunded the interest and late fees. Any further issues regarding the card statement, please contact them at ************.

• Initial Complaint

  Date:02/15/2023

  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.

  I requested a check from BILT rewards for my February rent on 1/27/2023 which was due on 2/1/2023. By 2/8/2023, the check had still not arrived -- and my landlord was upset. I had to send him money another way and requested a refund of check #******* including the return of my credit card points that were allocated to paying my rent (approx ****** points). Their customer service line disconnects you or keeps ringing incessantly. I received confirmation from ***** that this would be refunded. When I contact them through ************************ they only say that it will take 4-7 business days to see the refund on my credit card statement (which I have already paid). The amount of my rent is over $6000 -- and it is now past the close of business on the 7th business day and I still don't see the credit for the check reversal on my account. Can you please help?

  Business Response

  Date: 02/16/2023

  The member requested a refund of their check which had been charged directly to their Bilt Mastercard. The member paid the balance prior to ** reversing the charge, therefore it created a credit on their statement. In order to get that credit cashed out, the member needs to speak with **************** directly at ************. In addition, we've added the points back to the members account that they used towards this payment. 

• Initial Complaint

  Date:12/13/2022

  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 December 10, 2022 I used the bilt rewards app to pay my rent. I added a new account and chose that account for my payment method. The bilt system over rode my choice and chose the old account I had listed as default. The payment was attempted to be processed through my old account and there were insufficient funds. The confirmation emails do not specify which account was used. When i got the notice that the payment was trying to go through my old account i immediately called and emailed. i was told it must have been a glitch and that they would try to cancel the fee so i wouldnt be charged a $75 insufficient funds fee as well as the cost of certified funds. This was not a result of an error on my end and I feel it only fair they cover the insufficient funds fee.

  Business Response

  Date: 12/19/2022

  We would be happy to assist resolve this issue. In order for Bilt to reconcile this, we need the member to submit her request via email. ***********************

  Customer Answer

  Date: 12/22/2022

  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 have already done this multiple times as evidenced by the attachments.

   

   

   

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

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

  Business Response

  Date: 12/28/2022

  Bilt will refund the $75 to the member. She will need to email proof of the charge to *********************

  Customer Answer

  Date: 12/30/2022

  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:12/07/2022

  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 used this credit card and have a large amount of debt on it. I have tried to contact them several times in July, 2022, August, 2022, and September, 2022. I cannot get through to a person or the person I get is in another department and they transfer me and finally the call gets to a message that states to try your call again. The last time I called I was transferred 8 times. The last person immediately hung up. One of the people I talked to at Bilt told me the department I needed will not answer calls. My purpose in calling was to set up a payment plan that I and my budget can handle and to keep it off of my credit report. I have been paying 200 a month since this time and no one has reached out to me. My credit report stated that I am not making payments.

  Business Response

  Date: 12/19/2022

  We have reached out to the card servicer of the Bilt Mastercard as they are responsible for all credit card servicing issues. They have advised us that payment plans are not offered at this time. We have requested that they reach out to the member directly to address their concerns/issues and also provide the member a courtesy credit. 

  Customer Answer

  Date: 12/23/2022

  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]

  The problem is that they do not tell you this and that you can get call and talk to anyone about the issues that occur.  I tried 3 or 4 time.  One of these times I was transferred 8 times.  The last transfer whoever it was hung up without saying a word.  And even though I am in debt to them, they are encouraging me by email to use the card.  Also wanting me to use the points.  Not even sure what they are. 

   

   

   

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

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

  Business Response

  Date: 01/06/2023

  Bilt Rewards does not service the card and the member must speak with them. We have requested that they contact the member directly to discuss this situation. Our card servicer does not offer payment plans though. 

• Initial Complaint

  Date:11/09/2022

  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.

  American Airlines is one of the few airlines that allows point transfers with Bilt. I went to transfer points to help pay for a funeral flight to ********. Simple enough. The app does not indicate that the point transfer is not immediate. To conduct additional research, I looked online and discovered a Bilt article stating that the wait time for American Airlines transfer points was 24 hours. I was apprehensive about this procedure because I had a hold on the ideal flight for $27,500 with American Airlines. Well, twenty-four hours later the points were not there, and I lost the flight and had to pay $200 more than if I had booked the flight with cash the day before. I understand that market conditions are beyond Bilt's control, but it is inexcusable for the transfer times not to be accurately advertised. I was severely injured here, so I advise everyone to stay away. To make matters worse, I attempted to contact customer support via three different channels. All of the calls, texts, and emails went unanswered.

  Business Response

  Date: 11/09/2022

  The member reached out to Bilt Support on 05/30/22 inquiring how long do point transfers usually take. Bilt Support replied with "it can take up to 72 hours for points transfers to process" to which the member replied with thank you. 

   

  Bilt Support followed up with the member on 11/09/22 with the following: Bilt points transfers are handled by a third-party solution. We have reached out to them on your behalf and they have confirmed that the points were transferred to your AA account on 11/06/22. Unfortunately, points transfers may take up to 3-5 days to complete once the transfer is initiated. We would have expedited this process if it were possible. Again, our apologies for the delay.