ComplaintsforBuildium, LLC

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Buildium is an online real estate management software which I used starting last year. This year, my annual subscription of $540 was auto-renewed on June 30th. Soon after, the software's key feature, auto-reconciliation of transactions and bank accounts, stopped working. They have said they are working on a fix, but this feature still hasn't been fixed, and I have had to switch to a different software service. I asked Buildium for a refund, and they told me I had to cancelled my subscription first, which I did. Then they told me they would not issue a refund.I then sent a formal complaint to them on 10/06/22, and they have not responded.

  

  Business response

  10/17/2022

  Hi ****,
  

  Thank you for your honest feedback. Our Auto reconciliation feature with ****** has not been working for some of our customers and we are currently working on upgrades to our integration that should resolve this issue. Our ************* team recently reached out to you about getting access to test and use the upgraded auto reconciliation feature when it enters beta tomorrow.They advised that after discussing this, you still want to move on from Buildium. We're sorry to see you go and will be issuing a refund shortly.

  Best,

  The Buildium Team

  
  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Buildium has been zero support helping me get approved for Premium Tenant Screening. I started this process the first week of December 2021. I was told the process would take 10 to 15 days and we are now almost at 2.5 months. I have made a half dozen calls to Buildium asking for assistance, pleading with someone for help and Buildium just places the blame on their contractor TransUnion despite it is Buildium who chooses to do business with TransUnion and it is Buildium who manages the TransUnion relationship. With every acquisition Buildium's customer service gets worse and worse. Over the last month, I have provided TransUnion with every thing they have requested in lightening speed. They do not respond to my emails, they claim they don't have phones and cant call me, and I am exhausted. I need Buildium to go to bat for a longtime customer.

  

  Business response

  03/01/2022

  Hi *******,
  

  Thank you for your honest feedback. We take great pride in our commitment to customer success, and we want to make sure all of our customers have a positive and helpful experience. You didnt initially, and we take that very seriously. We have shared your feedback with our Support management. 
  

  In regards to your experience with TransUnion, it should not have taken 2 months for your Premium Tenant Screening approval process. We are currently working with their team to understand how this happened and ensure process and communication improvements are made in the future. 
  

  After working with TransUnion directly, our Senior Customer Success ******** Alexis ******** confirmed that you were approved for PTS on 2/25.
  

  Again, we thank you for taking the time to write a review. Your feedback helps us learn and get better.
  

  Best,
  

  ***************
  Sr. Director, Customer Marketing
  

  
  

  Customer response

  03/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a one year subscription for the software Buildium. The software aims to provide a platform for ******************** managers to be able to manage their rentals. Part of the platform includes a system for e-payments. This is the main reason I purchased the product. The risk and compliance department has declined my application to accept e-payments multiple times. I was recently told to supply information pertaining to ownership levels of the *** that owned the bank account. Upon doing so, I was instantly denied and told that I didn't supply the necessary information. Each time I have to restart the application process and wait another **** business days. During this time, I am not able to use the software to its full functionality for which I paid for. Upon trying to obtain a refund, I learned that Buildium has a strict "no-refund" policy. I am now stuck with software that does not do what it advertised it would do. Denying me despite fulfilling the request was extremely disappointing.

  

  Business response

  02/21/2022

  Hi Connor,
  

  Thank you for your honest feedback. We read every review and take your comments very seriously. We take great pride in our commitment to customer success and our payments process, and we want to make sure all of our customers have a positive and helpful experience. Our Payments Team advised that they received documents from you over the weekend in response to our on-hold email and your application has now been approved. It is currently in the onboarding stage.

  We deeply appreciate your business, and time spent on an honest review to help us continue to improve.

  Best,

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

  Sr. Director, Customer Marketing
  
  

  Customer response

  02/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  

  I appreciate the prompt response to the matter. Going forward it should be made more clear to customers that accounts held by personal owners will not be approved for e-payment; especially for purchases for multiple months in advance.  Having to set up an LLC for the sole purpose of fulfilling the needs of a software that does not offer refunds is not ideal. They have now accepted my e-payment profile, but the months I paid for the software and was not able to accept e-payments are to waste now. This is less than ideal for the end user; especially smaller ones who personally own buildings. I hope they add a disclaimer going forward or perhaps even a reasonable refund policy. 

  Regards,
  
  *************************

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Buildium provides web based property management software. My property was sold 6/30/21. Buildium withdrew one year subscription dues in Nov 2021 - after the property was sold. We recognized the charge in January 2022. I requested refund as no one has logged in since June 2021 to use the service. Company recognized that there was no use but refused to refund the dues in full or partially.

  

  Business response

  02/02/2022

  Hi ******,

  Thank you for reaching out. In general, our zero-refund policy is an area where we rarely, if ever, make exceptions, in an effort to treat all customers equally. However, we want to make sure you are satisfied with your experience at Buildium. We are processing a refund of $1439, the amount you paid in November for your annual subscription. 
  

  Again, we deeply appreciate your business, and time spent on an honest review.
  

  Best,
  

  The Buildium Team
  
  

  Customer response

  02/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

  Customer response

  02/18/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have accepted the resolution offered by this merchant. However, they have not responded to my emails. I am not sure how or where the refund will be sent.
  
  ****** 

  

  Business response

  02/22/2022

  Hi ******,

  We apologize for the miscommunication on our end. A member or our ************* team reached out to you recently to confirm that you cancelled. Now that the cancellation is complete, you'll be refunded on your original payment method shortlyour average turnaround time is **** days. Thank you again for your feedback and your patience. 

  Best,

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

  Sr. Director, Customer Marketing

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a rental home managed by ************************** (BPM), they use Buildium for financial management. On 11/16//21 Buildium deposited my owner draw of $1423.20 to my personal checking account. They then withdrew it from my account on 11/18/21. I've contacted BPM and Buildium, and BPM has contacted Buildium repeatedly. Every contact yields a response that the funds will be restored in ***** hours, but that time has expired several times and the funds have not been returned.

  

  Business response

  12/10/2021

  Hi ********,
  

  Thank you for contacting us. We understand that this has been extremely frustrating and how serious a matter it is when people's funds are involved. 
  

  Best,
  

  Customer response

  12/10/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is the same answer you have given me and ************************** repeatedly, as evidenced by the emails previously attached, but although several period of ***** hours have passed, no money has ever been returned to me.  No explanation has ever been given besides the vague reference to a frozen account.  This is not resolved until the money is returned to me.  If you can't return my finds promptly through this process my next letter will be to the Attorney General.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business response

  12/15/2021

  Hi ********,

  We can confirm that the funds have been dispersed to your Property Manager.  We are not able to share any details about Beyond Property Management's account, please work with them directly to ensure the funds are then dispersed to you. Initially there was some confusion with a manual bank reversal not displaying in a timely manner in our internal payments system, but this has now been resolved and we have communicated the update to BPM directly. Thank you again for your patience on this issue as we have worked to correct it.

  Best,

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

  Senior Director, Customer Marketing

  Customer response

  12/23/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

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