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:10/23/2025

  Type:Order 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.

  They're holding money that my property management company needs to disburse to landlords. They're being arbitrary and capricious. I have submitted EVERY possible document that they need to approve the release of the funds, and they seem to have taken a personal dislike to me and are choosing to hold the funds for a indeterminate amount of time. I just want them to release the funds so I can fulfill my fiduciary responsibility to the landlords. I've been waiting over 2 months for them to do this. How on earth is a property management company supposed to function as a business when the software company decides they wont let me pay landlords? The whole thing is ridiculous.

  

  Business Response

  Date: 10/28/2025

  Thank you for reaching out and giving us an opportunity to investigate this further. To clarify, the hold is a result of your bank advising us of a mismatch of information between their system and information in your Buildium account. Your Customer Success Manager has reached out to you with a more detailed explanation as well as steps you can take to rectify the matter.

• Initial Complaint

  Date:09/17/2025

  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 received an email from this address which reports to be related tot he company: *********************** The following was the email: Dear ******,I hope this message finds you well. Our records indicate that there is still an outstanding balance of $500 from your tenancy at *********************, which remains unpaid despite previous reminders.We kindly request that this balance be settled immediately. If we do not receive payment or hear from you within Sep 22, we will have no choice but to refer the matter to a third-party collections company. Please note that if this happens, it may affect your records and negatively impact your credit ******** avoid further action, please ensure that the outstanding amount is cleared by Sep 30. If you are experiencing difficulties or wish to discuss this matter, contact us immediately so that we can explore a resolution.Payment can be made via ACH transfer.Thank you for your urgent attention to this matter.Kind regards,***** ******** Collections Officer I have never resided at this property. Further, any property Ive rented in the past there was an amount owed to me from a deposit.FRAUD

  

  Business Response

  Date: 09/18/2025

  Buildium is a property management software that rental owners and management companies use to manage their properties. The message you received was sent using the software we develop, but we are not involved in the management of properties and are not seeking payment from you. We recommend reaching out to the owner or management company for the property to resolve this matter.

  Customer Answer

  Date: 09/18/2025

  [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,
  
  ****** S

• Initial Complaint

  Date:09/12/2025

  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.

  Buildium/******** has unjustly disabled my ePay account (Acct #****** / MID #******) and is holding all tenant rent payments for a minimum of 90 days despite my full compliance with every request. I promptly provided a ********** letter on official letterhead with my EIN, routing and account numbers, a signed bank representative contact, three months of bank statements, my property deed, and all executed leases. Despite this, Buildium refuses to release my funds or cite a clear policy or regulatory basis for this action, instead giving vague responses and no meaningful escalation path. This hold is punitive, damaging, and unnecessary, disrupting my ability to operate my business, pay vendors, and manage tenant relationships. I have attached all proof of compliance and a complete email chain showing that I satisfied their requirements in good faith. I am requesting immediate release of all funds, reinstatement of ePay processing, or a written legal justification referencing the exact clause in my merchant agreement or applicable law. Their actions appear arbitrary, excessive, and in bad faith, especially given that all requested verification documents were provided promptly and verified by ********** directly. This is not a fraud or AML issue; it is a breakdown in Buildiums compliance process, and they are unjustly withholding legitimate rent proceeds, which could put me in breach of contracts with tenants and vendors. I expect urgent intervention, a formal written explanation, and resolution within 10 business days.

  

  Business Response

  Date: 09/16/2025

  Thank you for reaching out. We cannot discuss specifics about our underwriting process in a public forum, however someone from our team will be reaching out to you directly if they haven't already. 

  Customer Answer

  Date: 09/16/2025

  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 appreciate the acknowledgement of my complaint, but the response provided by Buildium/RealPage does not address the core issue. The company has disabled my **** account (Acct #****** / MID #******) and is holding all tenant rent payments for 90 days despite me fully complying with every documentation request, including a ***** bank letter on official letterhead, three months of bank statements, property deed, and executed leases.
  
  
  I understand that Buildium may not want to disclose internal underwriting processes, but that is not what I am requesting. I am simply asking for a specific contractual or regulatory basis for this 90-day hold and account suspension. Without that, the action appears arbitrary, punitive, and harmful to my business operations.
  
  
  I remain willing to cooperate fully and provide any additional documentation if legitimately required. However, vague responses that avoid addressing the legal basis of this hold are unacceptable. I respectfully request that Buildium/******** provide a clear written explanation or, alternatively, release my funds immediately.
  
  
  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,

  Bashar

   

   

  

  Business Response

  Date: 09/17/2025

  To clarify, it is the specifics about your case that we cannot discuss in a public forum, meaning we cannot provide any further reasons for the decision than has already been provided by the underwriting team. 
  
  However, we have been advised that your case has been escalated to the **************** and a representative will be reaching out to you directly, if they haven't already. At this time, we have no further information to provide.

  Customer Answer

  Date: 10/01/2025

  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. 

  Buildium,
  Your response is evasive and does not address the substance of my complaint. You continue to hold my funds without providing any valid legal or contractual basis. Simply stating that the matter has been escalated to your legal department does not resolve the fact that you are unlawfully withholding money that belongs to me.
  This issue is not about public forum specifics it is about your refusal to release funds after failed transactions, while shifting the burden onto me and my tenants. I have yet to receive any outreach from your so-called legal team, and your continued delay is unacceptable.
  I expect Buildium to immediately return the funds in question or provide a clear, written legal justification for withholding them. Anything less is a bad-faith business practice and further evidence of your mishandling of this matter.
  
  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,

  Bashar

   

   

• Initial Complaint

  Date:08/21/2025

  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.

  We are a small management company that started a couple months ago. Very unhappy with the software. I previously had my epay set up for my associations. One of the associations had owners trying to make payments which were not showing up on the ledger and telling them something along the lines that if they tried to do it again, it may result in a second payment. They resolved that in a few days.The big one for me is that not a single one of my associations are able to connect to the bank feed and use any of the reconciliation features. That was the big selling point of why I decided to invest in this software. It is going on 2 weeks now that they have still not been able to connect even a single bank account. You can't even talk on the phone with their L2 support team, it is via email. The bank issue can't even be resolved by them, and they are waiting for a developer to solve the issue. Once again it has been 10 days with no solution or timeline. Very unhappy with the software at this moment. I feel that they don't care enough about smaller companies.

  

  Business Response

  Date: 08/25/2025

  Thank you for reaching. We have escalated your case to one of our senior Level 2 tech support team and they have reached out to you with an update. Our Level 2 team is not available on the phone as they are not a traditional customer support team, focusing specifically on technical fixes.

  With our automatic reconciliation feature, we have a technology partner, Yodlee, that provides the bank synchronization functions. The timeline for a fix depends on what the underlying issue is, and that is still being reviewed by Yodlee. Our team will keep you posted with any further updates and resolutions. 

• Initial Complaint

  Date:08/19/2025

  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.

  Buildium sells renters insurance to our residents through the renter portal and *** provides all support.According to my call with ********* at *** on August 19, 2025, ******* is the only state in which they do not automatically include animal liability insurance within the renters insurance policy. She said the other 49 states automatically include animal liability insurance as part of the renters insurance policy at no additional cost. She said Florida renters must elect to add on animal liability insurance at an additional cost. She said its called a Animal Liability Buyback add on. The problem is that Buildium does not offer its Renters the option to add this. If the info *** provided me today is correct, this leaves every single Florida renter without animal liability insurance. *** says the option to add it exists, but Buildium would need to enable the add on so Florida renters could add this insurance.I called Buildium support today and they were unable to help. They had no idea where to send me and tried to send me back to MSI.I would like for the Buildium manager who handles the *** relationship to contact me to discuss further. Thank you

  

  Business Response

  Date: 08/26/2025

  Thanks for reaching out. The Animal Liability Buyback is currently only available as an add-on after the policy has been purchased through the **************** The policy holder will need to contact *** to add this coverage.

  Customer Answer

  Date: 08/27/2025

  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. 

  It seems Buildium and/or MSI could do better. 70% of Renters have pets. Why is the option to add Animal Liability not on the website like it should be? The option needs to be added to the website.  Also, Why is ******* the only state to not include Animal Liability as part of a standard ****************** Policy sold by Buildium/MSI ?
  
  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

  Date: 09/18/2025

  We appreciate your feedback and will provide this to the product development team for further review. 

• Initial Complaint

  Date:07/17/2025

  Type:Order 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.

  Disappointed by Buildiums **************** and Onboarding Experience Review:I signed up for Buildium based on promises of responsive support and an accelerated onboarding process. Unfortunately, my experience has been the complete opposite. The onboarding schedule was delayed far beyond what was agreed upon, and despite multiple attempts to follow up, I received little to no response from the sales representative. No contract was provided, and efforts to escalate the issue were met with silence.The lack of accountability and communication has been frustrating, especially when time-sensitive setup was critical to my operations. I expected a streamlined experience and proactive supportwhat I got was a breakdown in service and unmet expectations. I cannot recommend Buildium based on this experience.

  

  Business Response

  Date: 08/14/2025

  We appreciate you reaching out and understand your concerns about getting your Buildium account up and running. As part of your Accelerated Onboarding program, we offer two one-hour training sessions, which are available for use within 90 days of signing up. Each implementation specialist works closely with customers to schedule these sessions at a convenient time.
  
  Looking at our contact records, it appears that responses to your email inquiries were typically provided within one business day or sooner. Please note that our subscriptions and onboarding services do not typically involve contractual agreements.
  
  It looks like you have a meeting scheduled with your customer success manager, who will be happy to assist with any remaining questions or concerns. We're here to support you and ensure you have a smooth experience moving forward.

  Customer Answer

  Date: 09/02/2025

  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 received your response to my complaint ******** regarding Buildium support.
  
  I appreciate that my email inquiries were returned within one business day and I want to acknowledge the excellent support I've received from my customer assistance manager, ****** *******, and the onboarding coordinator, **. They have both been very helpful.
  
  However, I opened this complaint because there was a misunderstanding regarding the accelerated onboarding process. While the sales person suggested this option, they did not mention that it would reduce the number of onboarding sessions from the standard four to just two. This was not clearly communicated, leading to my confusion.
  
  It would be very helpful if you could offer the remaining two sessions to ensure I have a complete understanding of the product.
  
  Thank you,
  ******** ******** 

  

  Business Response

  Date: 09/05/2025

  Thank you for the additional context around the issue. I have escalated this to ********************** and your specialist will reach out to speak with you about this, if the haven't already. 

• Initial Complaint

  Date:06/16/2025

  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.

  We have been with buildium for a couple of years and each year we purchase a full year agreement. After we purchase the full year agreement with it listed what they offer us they seem to change what is actually included. For example ***'s. First the ***'s were free, and now we are charged per eft. Then it's property inspections, and now we will be charged per unit even though we don't do many property inspections. This had just about doubled the cost we initially agreed to based on the volume - and will double it with the property inspections added.

  

  Business Response

  Date: 06/17/2025

  We understand your concerns about pricing changes. The decision to make updates to pricing is never made without careful consideration, and is done to ensure were able to continue delivering value by investing in the platform and the people that help you get the most from Buildium. The *** update will help manage our rising transactional costs and risks as a payment facilitator and support an ongoing investment into our payment service. And for property inspections, The decision to introduce a price increase for the **************************** was not made lightly. We have not increased our Showings Coordinator pricing in over five years, so this adjustment is necessary to keep up with the rising costs of providing high-quality service and support and ensures that we can continue to offer you the best possible experience.
  

• Initial Complaint

  Date:04/22/2025

  Type:Sales and Advertising 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 unsubscribed from all communication via preferences and email links at least 5 times (back in Nov- Jan) yet got another marketing email from them this morning. I have blocked the other email addresses then get an email from different one. Very unprofessional. I do not work for the company who signed me up.

  

  Business Response

  Date: 04/23/2025

  Hi there, 
  
  We apologize for the inconvenience. I have checked with our marketing operations team and can confirm that you have been unsubscribed from promotional email campaigns. 
  
  The most recent email you received, according to our records, was an operational message about a price change. Operational emails are excluded from unsubscribe requests, as they contain important information about your account and aren't the typical promotional marketing email. 
  
  The company in question still has you listed as an active administrator user, so you will continue to receive the occasional operational email as we cannot make changes to customer accounts. We recommend reaching out to the management company the Buildium account belongs to and request that they make your user account inactive. That would effectively remove you from any future emails.

  Customer Answer

  Date: 04/23/2025

  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 no longer work for that company and want no connection. I had to deactivate my license because after 4 mos they had not removed me.  Can I do a request to be removed on your end?

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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

  Date: 04/29/2025

  Thank you for responding. In the time since our last correspondence, the Buildium customer has rendered your user profile inactive. I confirm that you have been unsubscribed from promotional marketing email campaigns, so you should no longer receive any emails from Buildium. Thank you for your patience. 

  Customer Answer

  Date: 04/30/2025

  Please tell the admin at Buildium thank you. I quit the company because they never started our department after 8 mos and having me get my license. They are incompetent and would not reply to removing me from their profile in RE either. I had to deactivate it myself. 

• Initial Complaint

  Date:03/27/2025

  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 experiencing several major issues with your app, and there seems to be no direct way to report these problems. First, *** had maintenance requests go missing, which has been extremely inconvenient for both me and my landlord.Additionally, without any notice, my automatic payments were removed, leading to unexpected fees. Now, when I try to add my card to make a payment, the app does not allow me to do someaning Im at risk of even more fees through no fault of my own.I need these issues resolved immediately. Please let me know how this can be fixed and how I can prevent further penalties due to the apps malfunction.

  

  Business Response

  Date: 03/28/2025

  Hi there, 
  
  If you're using the ********************** app, please be sure it is the most recent version, as the app is updated at least once a month. If you are unable to update the mobile app, try the *************** web site instead. 
  
  Beyond that, any issues with *************** should be raised with your landlord, who can then reach out to Buildium customer care so we can determine if it is an issue that is affecting multiple *************** users, and we'll be able to instruct the customer on how to fix the issue. 

• Initial Complaint

  Date:02/07/2025

  Type:Order 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.

  To Whom It May Concern,I am writing on behalf of ********************************** to formally demand the immediate release of withheld funds totaling $31,500.24, which have been unlawfully retained by Buildium, LLC, acting through its affiliation with *********************. Despite our compliance with your terms of service, these funds have not been disbursed as agreed, and no reasonable explanation has been provided for this delay.Background of the Issue:Account Name: ********************************** Account Holder Name: ******* ****** Account Number/Transaction ID: [Relevant Transaction ID]Total Amount Withheld: $31,500.24 Dates of Transactions: January 29, 2025 February 3, 2025 Expected Payment Date: February 5, 2025 (at the latest)Reason Given for *********************** initially stated that the hold period is 1 day, but later changed its stance to 3 days. As of today, 5 days have passed, and the funds are still not released, violating your stated processing times and causing financial harm.Breakdown of Withheld Transactions:1/29/2025: **************** - 3 | ****************************** | EFT | $2,563.29 2/1/2025: **************** - 1 | Palma ***************************** | EFT | $8,802.37 2/1/2025: **************** - 4 | *********************** | *** | $3,411.08 2/2/2025: **************** - 5 | ************************ | EFT | $3,555.43 2/3/2025: **************** - 2 | Cru Cellars Palma Ceia | EFT | $13,168.73 Your failure to release these funds in a timely manner constitutes a breach of contract, potential unjust enrichment, and may violate applicable financial and consumer protection laws. Furthermore, if this delay is due to misrepresentation or misleading disclosures regarding your payment processing services, this could be considered fraudulent misrepresentation under the law.

  

  Business Response

  Date: 02/10/2025

  Hi there!
  
  Thanks for giving us the chance to look into this for you. Our Payments Team has been in touch with you about a funding hold on your account and requested some documents to clear it up. The paperwork was provided on Friday, February 7, and the hold was lifted the same day. It usually takes 1-2 business days for the funds to show up in your bank account, so you should see them by tomorrow at the latest if they haven't already appeared.
  
  Hope this helps!

  Customer Answer

  Date: 02/10/2025

  [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,
  
  ******* ******