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:01/03/2025

  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.

  I called Bilt on January 1st 2025 at 10:31 am via the number, **********. I went through the authentication steps and was connected to a male employee. I authenticate again with him and asked for a limit increase. He says he cannot process as it has to be requested by the primary card holder. I am the primary card holder and told him such but he just repeated that the increase must be requested by the primary card holder. I ask to speak with a supervisor. After waiting over 20 minutes a supervisor finally gets on the call. She asks my name again and I tell her. She tells me she needs the primary card holder. I told her that I am and that I've been waiting because of the previous employees incompetence. She tells me not to insult her employees, which I did not. She tells me that the previous employee told her I was not the primary card holder, which is an example of his gross incompetence. She tells me we can start fresh while also telling me she's listening to the previous employee. Both are not possible. As I proceed to tell her that I've been on hold for over 20 minutes, she hangs up the phone on me. This is terrible service and displays the incompetence of both the employee and supervisor.

  Business Response

  Date: 01/06/2025

  Thanks for reaching out! The Bilt Rewards team only has insight into your rewards and rent payment information. It sounds like you may have spoken to customer service department for **************** as they would be able to assist with your request.  I would reccomend reaching back out to them if you would like to request a limit increase. You can reach them at ************.  If you need to bypass the *** and reach an agent, please press the number 0 twice to be connected.

  Customer Answer

  Date: 01/07/2025

  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:11/14/2024

  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 11/8/24 I paid a rent amount of $1901.49 to my landlord ($1899 rent +$2.49 fee charged by my landlord). This is not the first payment I made with my landlord using my bilt checking number and routing number and I went on their website as usual to make payment just like I did every time, and this payment was saved to my landlord profile so nothing changed. However, **** put that payment through my other card on file this time and charged me$57.04 processing fee on their end. Bilt had not tried to solve the problem and customer representative keep saying I was using a different method to pay which incurred the charge. The reality is I didnt make any change on my end and I need the processing fee to be returned

  Business Response

  Date: 11/18/2024

  The Rent Rewards Account is a unique account and routing number that is provided to Bilt Mastercard cardholders which allows them to pay their rent on their property's online payment portal. When the Bilt Mastercard is linked as the payment method, you do not incur any processing fees from Bilt.  Please note, your property's online payment portal may still charge a fee. In this case, it looks like a payment was made with the Rent Rewards account 10/****** linked payment method at that time was changed from the Bilt Mastercard to a third party card. As the linked payment method was not updated, when the payment on 11/8 was made, it was processed with the linked payment method which was third party card. As such, this did incur a processing fee. If you have any questions, feel free to reach out to our support team at ************************************************************.

• Initial Complaint

  Date:09/30/2024

  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.

  The customer support contacted us saying that they didnt have all of our rent payments reported, assuming that we were still renting at our apartment. We had moved out the previous month however. We informed them of this, however they did not respond until a couple weeks later, this time saying they were deleting all of our payment records which would impact our credit score. It has been impossible to contact management to resolve this. They are harming us financially because they are poor at communication and incompetent at customer service.

  Business Response

  Date: 10/03/2024

  Bilt Support understands the member's frustration.  We can confirm that we have reached out to the member directly to resolve this. 

• Initial Complaint

  Date:09/16/2024

  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 signed up in April February 2024 for a **** credit card to pay my rent. Everything went smoothly till September 5th when I received an eviction notice from my apartment complex. I was shocked to discover when I investigated that the **** credit card account link on my apartment complex resident portal had been delinked. I paid a $50 fine for late payment of rent and relinked the account. I contacted **** customer service through their chat option on the app to find out what the problem was, as I had done nothing to cause this issue. I wanted some assurance that this would not happen again. **************** was very unhelpful. No explanation was forth coming except to blame PLAID, the service **** employs to link accounts. They instructed me to contact PLAID about the issue. I asked for a telephone number or other contact information and was told they could not provide that. I tried to find the information online but PLAID intentionally does not provide any contact information!. I texted **** customer service that I needed to speak to a supervisor and was told that I would receive an email - It has been 10 days and I have received no email. I told them that if there was a delay in resolving the problem, I would use social media to publicize the issue - I don't think they care or maybe their chat bot is not set up to assess the consequence of negative publicity. I want **** to refund me the $50 late fee as the reason for the late charge was a problem created by either **** or an agency they employ to deliver the promised services. PLAID is answerable to **** who has a contract with them and pays for their service and not to an individual customer of ****.

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  I received an email from the company and they have refunded the late fee I was charged. 
  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:07/30/2024

  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.

  Horrible customer service. Tickets are opened by Zendesk when you email. That's it. Rarely do they respond. Problems go unresolved.When I finally escalate enough, CX Manager, ****, is always so dismissive. Puts in no work. Makes you the customer find every issue in all the past tickets and provide him all the details. No interest in solving any customer problems. Great product, horrible customer service. I emailed the *** to try and get a response, same luck. No response from him or any Bilt representative.

  Business Response

  Date: 07/30/2024

  Our team has been in touch with the complainant several times over the past few months working on several different resolutions for their questions. moving forward, this user has  been instructed to contact senior leadership directly to help avoid any frustration moving forward.

  Customer Answer

  Date: 07/30/2024

  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:07/22/2024

  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.

  Bilt offers a credit card referral program that incentivizes users to promote the card on their behalf with the promise of small number of points rewarded in return. Its not a huge rewards, which is why the amount of time wasted on this process is mind blowing!I referred someone using the link that Bilt offers. The person applied, was approved, and received the card. I did not receive the points and when I reached out to ask about the status of the points the chat bot escalated it to email (because this credit cards customer service is absolute garbage) after saying that points should be deposited within 96 hours. Emails have gone back and forth with the absolutely AWFUL support team with no resolution. They hide behind email as a means to do absolutely nothing. I asked the person I referred to send them an email confirming she was approved and used my link and she also received a generic waste of time response. Instead of investigating and addressing the matter, the support team rattles off useless responses. This credit card has the most awful support team and hides behind a chat and email communication support (no phone) to not follow through on stated terms with their users. A terrible card experience that I cant recommend less.

  Business Response

  Date: 07/25/2024

  Bilt Support appreciates the feedback provided. I can confirm that it can take up to 30 days for referral points and the referral counter to be updated.We understand the confusion the with the timeframe that was provided by the chatbot. This has been updated to reflect the correct information to avoid confusion in the future. Additionally, I can confirm the referral points have been added to the account and the referral counter reflect the new referral. If you have any other questions, you can always reach out to us at *********************** or chat with our team via app or webpage at any time.

• Initial Complaint

  Date:07/08/2024

  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.

  My apartment management switched to Bilt for rent payments. Ive never had issues linking my bank account through other providers. I selected the account with my bank by logging in to the online bank and linking through ****. The account they attempted to draw from was not the account I selected for payment. Ive been charged $35 for insufficient funds and $200 late payment fees due to their error. I want those fees removed because this was their error causing massive stress in our home. This was my first time using Bilt, but will be paying by money order from now own. How could they draw from a totally different account than what was set up???

  Business Response

  Date: 07/08/2024

  Bilt support appreciates your feedback and we are reaching out to you directly to further assist. 

• Initial Complaint

  Date:07/01/2024

  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 tried Bilt for the first time to submit my rent this month. Within the app, it explicitly says that no transaction fee will be charged through using Bilt (see language below my credit card number in screen shot provided). It does NOT say that you need to use their Mastercard to avoid fees. Instead, I was charged a surprise 3% fee when I could have just paid cash directly to my property and avoided any fees OR had a lower fee by paying with credit card directly to my landlord. When I escalated this, I was patronized about not reading the disclosures well enough. This company is purposely tricking customers into using their portal by not providing clear disclosures. With any other financial services company, this would have been able to be recorded as a formal customer complaint, and recorded as a potential violation of UDAAP (this is a deceptive action). However, **** proceeded to tell me I just dont read well enough. All I was asking for was for was for them to refund the transaction fee given this lack of clarity. I want everyone to know that Bilt is tricking customers into using their credit card and going through their portal. Even their responses on BBB make it clear theyd rather patronize customers than address concerns. Poor leadership and even worse customer service.

  Customer Answer

  Date: 07/03/2024

  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. After submitting my complaint to BBB, I received an escalated response from Bilt and they refunded the fee. I still believe they need to enhance disclosures about their fees and could improve communication with customers, but I would like to consider my complaint resolved given that they sent a refund as requested.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/01/2024

  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.

  I was hit by a car last year in July23 lost wallet and all its contents including **** Card. I sustained head trauma and memory loss, and wasn't able to properly manage my cards or get my things back due to memory problems, and overall just trying to recover. Noticed In October of 2023 my Card bill was maxed out, I thought it was due to the rent payments, but they allowed someone to do fraud on my card had contacted me via email and I didnt see it untill I called them after having a difficult time getting to the fraud department because they kept transferring me to the wrong card people with ***** fargo. there were 77 counts of fraud they did not stop. they do not want to do a proper investigation I have been going back and forth with the fraud department who, clearly based off the evidence I requested from them on serval occasions did not even a basic investigation after the 5th executive office complaint part of the charges were credited and considered fraud however still did not get a complete resolution. I asked what charges specifically are being counted towards my balance they never give a clear answer they just keep sending me past bill statments with all the fraudulent charges not specifying which ones were not found as fraud. they told me to go into a ***** fargo branch with all the paperwork they've sent me. I did just for the banker to tell me they dont know much about the **** CC and I need to speak with them so they can specify the charges. On top of that when I put in the 6th executive complaint they revered some of the credit that from the charges they did find as fraud saying the merchant had already refunded that transaction but now **** is charging me for it, it doesnt make sense. Ive been going back and forth with them for 9 months going on 10 in july. My rent hasnt been paid by them in 9 months and their fraud department is atrocious and are doing illegal things to not help, and try and get $$ out of the customers. CFPB needs to do somethin

  Business Response

  Date: 07/03/2024

  Bilt Support understands the member's frustration and is reaching out to them directly to further assist. 

  Customer Answer

  Date: 07/09/2024

  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:

  [Your Answer Here]

   The Actual complaint wasn't even addressed in the response. They did nothing. Like I mentioned in the original complaint, I have been going back and forth with The Bilt/ ***** FARGO **************** and have put in over 7 **************** complaints about the fraud department not handling my case correctly and refusing to do a proper investigation.  The person that addressed my complaint did not address the fraud department not doing their job, they just directed me to them again. This company does nothing to help their customers, they are ruining my credit score and at this point are charging me for charges that were refunded by the merchant and saying that they credited it so they're charging me for it. yet cant explain how the balance makes sense and it doesn't. A member of the fraud team on a recorded line admitted to them not doing a proper investigation if they think even one charge is valid. and the way that they treat their customers is despicable. ******* of going back and forth over $6, thousand in fraud charges that should have never gone through to begin with.  I attached a screen shot of the response. because they didnt want to go through the BBB channel but I refuse to mediate this without BBB at this point they cannot be trusted to take care of their customers. 

   

   

   

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

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

  Business Response

  Date: 07/22/2024

  Bilt Support completely understands your frusteration. We are speaking with the ***** Fargo team regarding this issue. Once we have an update, We will reach out to the member directly.

• Initial Complaint

  Date:06/13/2024

  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 used bilt's travel rewards to book a round-trip flight, one of the flights got canceled which is normal. But I never received a notification about it until I logged into the travel portal looking for the trip myself.Their page displayed two links for me to choose: change and cancel, i just clicked on the cancel to see what that would mean. On hitting cancel, I was given a notice saying I'll get a call from bilt rewards. I never received a call from them, so I called them myself. They told me my ticket was canceled already. I had been hoping to receive a call about my options about rebooking, but surprisingly found out that my tickets had already been canceled again without any communication.However, the problem is not related to me paying higher charges. It is about how there was no communication about the flight getting cancelled in the first place, and how misleading it was to click the 'cancel' hyperlink and it automatically cancelling my ticket, again without any communication. I lost my chance to change the flight or, if I had received a notification about my original flight cancellation, I could have booked a cheaper flight.

  Business Response

  Date: 06/14/2024

  The Bilt Travel Portal is powered by Expedia. For questions about your travel bookings, please reach out to Expedia's customer service department as they will be able to further assist. They can be reached at **************.
  
  

  Customer Answer

  Date: 06/14/2024

  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]

  The problem here is that I used bilt rewards platform, and there needed to be communication from them about cancellations, and also the fact that a hyperlink (not a button to cancel) on the bilt website led to an automatic cancellation of my flight. I did talk to someone from Expedia and they were unable to help me. Even if bilt uses Expedia, their front end UI needs to improve and be more transparent so consumers like me don't end up paying higher prices.

   

   

   

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

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

  Business Response

  Date: 06/14/2024

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

  Customer Answer

  Date: 06/17/2024

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