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:11/07/2022

  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'm a **** member since April 2022, my **** member ID is **********. I transfer **** points to airline miles to redeem flights. Normally, transfers to another partner would take less than 10 minutes to show up. However, the points were deducted instantly but the miles did not show up as of now, when I made a transfer of ***** **** points to ***** United MileagePlus miles on 10/30/2022. In addition, I have not yet received a confirmation email from **** like I did for other transfers. I called customer ******* of **** on morning of 10/31/22 and got hung up during the wait for twice. The third time got connected and the agent opened a case and told me it will be followed and I will received a call the same day. I did not received a call and had to call the next day to follow the case. The agent first asked me to wait for 72 hours, then asked me to solve this issue with United by myself. I spent 80 minutes calling United and was told because I did not have confirmation number (in the email), I need to contact ****. The agent then asked for formal proof that United was aware of the issue, which I wasn't able to obtain for the exact same reason.I cannot withstand further buck passing. I request **** to either complete the transfer or redeposit the above points/miles by Wednesday, 11/9/2022. In addition, as the result of this delay, I cannot redeem for my desired flight even if the miles post, as the required miles have increased. I'm forced to purchase a ticket by cash price, at $1,936. I request **** to deposit at least another ***** points to my account to cover a tiny portion of this loss. Also, **** should not limit or hinder my future normal use of the reward program and credit card.Attached: Call record with ****; call record with United; email history; **** account history; United account history; desired flight and required miles as of 10/31; desired flight and required miles as of now; lowest cash price for flights.

  Business Response

  Date: 11/21/2022

  **** has compensated the member points. There is no further action to be taken. 

  Customer Answer

  Date: 11/23/2022

  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 business clearly didn't read this complaint thoroughly. After intensive contentions with customer service, a manual adjustment of ***** points was made at day 10. This was only for my original amount lost, not for any additional loss incurred as the result of sluggishness and buck passing to the partner.

  It's now 24 days since I contacted Bilt and the business still have not offered reasonable compensation, nor a report of why this happened.

  Repeat: "I cannot redeem for my desired flight even if the miles post, as the required miles have increased. I'm forced to purchase a ticket by cash price, at $1,936. I request Bilt to deposit at least another ***** points to my account to cover a tiny portion of this loss."

   

   

   

   

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

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

  Business Response

  Date: 11/29/2022

  We have credited the member an additional 8k points as a one time courtesy. 

  Customer Answer

  Date: 12/01/2022

  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:11/04/2022

  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.

  Bilt Technologies owes me $4,263.09 on a duplicate card payment that was at fault of the Bilt Technologies User Experience. I have spent over 12 hours in 4 weeks on the phone with their customer service to no avail. I even reached out to the *** for assistance. I frequently get transferred from person to person, or get hung up on. I work 60+ hours a week, spending this amount of attempting to customer service is absurd. which is why I am reaching out to BBB. I have not received my refund and it's been weeks.Details:- 10/11 Payment made in amount of $4,241.70 - 10/11 Text received your payment is due in 5 days, minimum due $35, if you have already paid your bill or set up autopay, no action is required." Upon this notification I checked my texts, emails and the bill portal, there was NO indicator that I had paid my bill. I thought it did not go through, so I paid again only because it seemed very clear that my payment had not been made.- 10/12/22 Payment made in amount of $4,263.09 - 10/12/22 Text received: "Payment of $4,241.70 has been posted to your account."- 10/13/22 Text received: "Payment of $4,263.09 has posted to your account"- 10/20/22 Bilt successfully re-credited my bilt account portal - 10/23/22 Letter received dated 10/20/22 "we have received your request for a credit balance refund, and a credit check will be forwarded to you upon verification of the correct dollar amount" - 10/23/22 Representative called to let me know i should be receiving check in the mail within a few business days.- 10/31/22 Spent 1 hour trying to understand why I hadn't received the money yet. Was told to call back again Thursday 11/3/22 for another status of the money. - 11/04/22 (Today) Have not received the refund check, I spent 1 hour 20 minutes with support. being transferred between Bilt and ***** Fargo (who manages their credit card). I was hung up on, my money is no where to be found. Upon calling back, the line says there are no available agents to assist.

  Business Response

  Date: 12/01/2022

  Member confirmed on 11/18/22 that she received the refund check. **** also credited courtesy points for the inconvenience. 

• Initial Complaint

  Date:10/19/2022

  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.

  In late July, I got a refund for a large purchase ($2200) and called Bilt and requested that I be mailed that amount in the form of a check, so I could use that money to make a purchase on a different credit card. They said it was no problem, deducted the amount on the check from my current balance, so the check sent to me would be in the amount of $1700. They immediately added the amount to my balance. I have called every month since to get an update on the check, and they continue to tell me that it "must have gotten lost" or some other excuse, and cancel the check and send out another one. It is now October 19th. Four months! I still have that balance on my other credit card, as I assumed the check would come in within 30 days. They should not assume that I just have $1700 sitting around, so given the interest rate on my other card that is carrying the balance, which is very similar to Bilt's, I would have paid $1223 in INTEREST at this point. Thankfully, I was able to borrow some money at a lower interest rate to pay most of it off, but that shouldn't matter - most people do not have that luxury. Every time I call they promise action and nothing happens. I have spent over two hours on the phone with them in just the last two weeks. I work 80 hours a week and have very limited time to be sitting on the phone with them for something to happen. I am supposed to get the check this week, but that does not help the $1200+ in interest I would have had to pay due to their mistake.

  Business Response

  Date: 10/19/2022

  We have reached out to the card servicer for information, and they have provide a timeline of events. Bilt Rewards is responsible for the rewards program and rent payments. 

  7/29 Request received for credit balance refund and check ordered. Credit balance refund was ******* at that point.

  8/26 - Cardholder called in to check the status of the check and also provided an updated mailing updated address.
  
  9/1 Due to address change, a stop payment had to be placed on original credit balance refund check sent and a new check was ordered and sent.
  
  10/4 Cardholder called in again advising check had not been received.
  
  10/5 Received approval from Bilt to expedite the credit balance refund check and one was requested to be sent.
  
  10/11 Additional address change occurred on the account.  As such, the card servicer had to confirm this was the correct address.
  
  10/19 The card servicer confirmed that check #******* had been stopped & a new check #******* was issued with tracking #************. A call was made to the cardholder with the tracking # and to NOT attempt cashing #******* if received.

  Customer Answer

  Date: 10/21/2022

  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]

   This response did nothing to rectify all of the issues they caused  I did not ask for a timeline, I asked for some sort of compensation for the interest I have paid for the almost four months it has taken for me to receive the check.

   

   

   

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

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

  Business Response

  Date: 10/31/2022

  We have reached out to the card servicer on the member's behalf. They have issued a $50.00 courtesy credit which they advised would show with ***** hours.

• Initial Complaint

  Date:10/18/2022

  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.

  **** has stolen over $260 from me and Im looking into waiving arbitration to file a civil suit.I booked a rental car through FOX rental cars using the online travel portal of the **** app approximately one month ahead of picking up my car. I was charged over $266 upon booking from the Bilt rewards site as listed on the app. Upon pickup of my vehicle, I put down a credit card for insurance/fuel surcharge and used the car on my trip (no issues). After dropping off the car, FOX rental car charged my card $366 which was the correct amount after insurance and I had assume the original holding fee would be refunded. The charge was never reversed and I have now called into the **** customer service line on 9 different occasions to resolve the issue. This is a 3rd party booking and *** wont allow me to request a refund directly so my only option is to deal with the awful customer service of ****.My credit card statement clearly has multiple charges with one being to FOX Rental and the other being to Biltrewards.travel however **** will not refund me the money I am owed. It should be noted that on 7 of the 9 conversations I have had with customer service reps they have acknowledged that I am owed a refund and the 9th rep actually guaranteed me that I would have it by the end of this week (approximately 4 weeks since I have started working for a refund).This is a terrible service.

  Business Response

  Date: 10/31/2022

  The Bilt Rewards Travel Portal is run by Expedia, not Bilt Rewards. Users are able to use their points for travel but we do not have any insight into purchases or refunds on this end. We have reached out to Expedia on October 19th, and they let us know that the cars team is working on it as of October 19th. They said the client will be refunded and they will reach out directly to the complainant.

• Initial Complaint

  Date:10/05/2022

  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 made a hotel booking on Bilt Rewards system more than 2 weeks ago. After noticing a error in my reservation, I canceled the booking right away in the system. Given that I use Bilt reward points to make the booking, they sent me a refund email saying that I should receive my points back within 1 week. However, after more than 2 weeks of waiting, I still have not received my points back now and it has been more than 2 weeks since my cancellation!! I called the customer service team couple of times and every time they promised to refund points back to me within 3 days but the that never happens! I also emailed them to request the points refund but the only thing they say is to wait, wait, wait...... I hope to have my points back as soon as possible and I need them make my other reservations....

  Business Response

  Date: 10/06/2022

  Due to an internal system issue, the member's refunded points were not showing in their account. This issue has been resolved and the points are now reflecting in their Bilt Rewards account.

• Initial Complaint

  Date:09/29/2022

  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.

  I signed up the company's bilt reward mastercard. Spending with card can earn rewards. However, the reward system automatically redeemed my rewards for rent charges without my permission. When I figured it out and contacted the customer service, they refused to reverse it, said it was final.I logged on their app and finally found a switch to turn on/off auto redemption. However, it was on by default without any notifications to me. I even re-read their terms and could not find anything indicating it would be on by default. So I don't it's fair to me because redeeming for rent charges values much less than transferring them to a travel partner.

  Customer Answer

  Date: 11/28/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Bilt Technologies, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:09/15/2022

  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 experience with Bilt Mastercard has been the worst I have ever come across as I truly believe this company is a scam to steal people's money, ruin their hard-earned credit, and be impossible to get in touch with to resolve any issues. Or, when you do finally get in touch with someone and explain the situation, they pass you back and forth all over to every department because no one knows how to help you and they don't want to or care at all about your situation. 2 months ago my Bilt Mastercard (which I only use to pay my $2,000 rent for points) was hacked and racked up fraudulent charges. These were later taken care of and I was sent a new card. Then, it happened again .. charges were disputed- new card was sent. Before I retrieved the 3rd card from my mailbox, it happened AGAIN so this means someone had access to my actual account as they were able to actually move money from my checking account to pay off the card and continue charging overseas at Prada and designer stores. At this point, I had no choice but to completely shut down my account as the person tried to change my address and personal details. During this time, no one at Bilt showed any sort of concern and told me the claim was filed and it takes up to 10 days for any updates, and that I would have to keep calling in to check on the status. It has been 2 months, and I have not been able to access my account to pay any remaining balance as anyone I get into contact with passes me off to another department and cannot help me. At this point, I truly believe it is a scam of a company and I should not even have to pay back anything remaining on the card. The only reason I even care at this point is because I have worked way too hard to build my credit score to where it is and I should not be penalized when I am trying to resolve this issue but the employees, including supervisors at Bilt are too incompetent or lazy to help me- it is really incredible how much of a nightmare this company is.

  Business Response

  Date: 09/16/2022

  Our card servicing department has waived the late fee as well as the returned check fee. The member should be able to log into their account and pay the remaining balance due.

• Initial Complaint

  Date:09/08/2022

  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.

  Bilt has partnered with the apartment community where I reside, to offer rewards points for using their app to pay your rent. The issue is I paid my rent and in error used the incorrect payment method. Once I received the email confirmation it stated "If this payment was made in error to contact Bilt support", which is what I did. On 9/1/2022 at 9:04 am I used the chat option for assistance and received no response by the end of the business day. I used the chat option again on 9/2/2000 and received no response by the end of business day. So now we have run into the holiday weekend after 48 hours of them not responding. I figured I would receive a response in the morning on 9/6/2022. Tuesday morning I receive a notification that they had withdrawn a $29 return check fee from my bank account and now I'm also saddled with a $95 late fee because they did not respond in a timely manner. I sent a text on 9/6/2022 before they took the fee out of my account and they still have not responded. Their customer support center is a joke. They have chat, text and email options and they DO NOT respond to any of them. Funny how they do not have a phone number listed as a contact method.They need to reevaluate their customer service tactics because how my situation was handled was unacceptable.I feel they did not respond because I requested to have their app unlinked from my rent payment portal and if that would have been done, in a timely manner my rent would have been on time and then they wouln't have had a reason to take $29 return check fee from my account.What I would like is for someone to correct the issue. Give me my $29 back and erase the $95 late fee from my account. Bilt drop the ball and now they need to step up and do what they should have done a week ago.

  Business Response

  Date: 09/12/2022

  Bilt has refunded both the $120.50 late fee charged by the member's property and the $30.00 return check charge. 

  Customer Answer

  Date: 09/15/2022

  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,
  
  ***********************