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:12/13/2024

  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.

  I closed a Buildium account in October and after the account was closed the Buildium platform allowed a tenant to log in at the beginning of November and complete a rent payment. This was six weeks ago and Buildium is still sitting on the funds and has not successfully processed a payment to me or a refund to the tenant.I was given the run-around for 10 days before someone finally committed to sending me a physical check on November 12 and I was told I should receive that check by December 3I still have not received that check.Last Friday I was told the original check would be voided and a second check would be sent out priority via ****** and that I would receive a call back on Monday with the associated tracking number. I did not receive a call on Monday, so I called on Tuesday and was told there was still no tracking number but that someone would reach out Wednesday with the tracking number. No one reached out on Wednesday so I called at the end of business day Wednesday and was told everyone had gone home for the day and they couldn't provide me with a tracking number but that they would call me back Thursday with an update. A manager called me back Thursday (yesterday) morning to tell me there was no update that he'd follow up within the next few hours with an update, and he never followed up. So I am once again on hold with Buildium trying to get an update on a check.The recommendation from Buidium's own client service manager was to reach out to their legal team because their payments team refused to speak with him, refused to speak with me, and continuously points the finger at someone else saying it's their problem. No one will take ownership of the issue and Buildium's own customer service team cannot get a straight answer from their billing/payments department.

  

  Business Response

  Date: 01/02/2025

  Hi there. Thanks for reaching out and allowing us to look into this for you. According to our records, a check was sent to you via ***** (tracking #************) and delivered on 12/17 at 12:58 PM. We apologize for the delay in the processing and delivery of this check, and we appreciate your patience while we worked on this for you. 

• Initial Complaint

  Date:12/12/2024

  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 have been using "Builduim" which is an app that my renters property use. This app is how i pay my rent, submit complaints, provide renters insurance, and it also has the option to have your rent reported to credit agency for $5.00 a month. I have paying for over a year to havemy rent submitted to credit bureau. I just connected with credit agencies and it only shows my rent has only been submitted to credit burea three times. Buildium does not have a contact number or customer service option. I would like a refund.

  

  Business Response

  Date: 12/16/2024

  Hello, 

  Buildium doesn't offer support for our customers' residents. That said, we can have someone look into this for you, but we will need more information. Could you provide the name of the rental owner or property management company for your property? 

  Customer Answer

  Date: 12/17/2024

  [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, below is the information they need. 

   

  Name of the rental owner or property management company for your property: ********************************* 

  Buildium subscription # ******-14039. 

   

  I opened this account back in 2023. 

  Regards,

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

• Initial Complaint

  Date:09/06/2024

  Type:Sales and Advertising 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.

  The customer service at this company is terrible. I requested telephone assistance because the email correspondence back and forth was not helpful. I even called to request assistance under the *** and was denied assistance.

  

  Business Response

  Date: 09/23/2024

  Thank you so much for reaching out to us. We truly appreciate the opportunity to assist you. While your Essential subscription doesnt include telephone support, were here for you through our ticket and email support channels. After carefully reviewing your case, we understand that your concern was about ePayment fees. Our agent has provided guidance on how to make the necessary adjustments using the support options available with your subscription.
  
  

• Initial Complaint

  Date:08/13/2024

  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.

  I signed up with Building in January of this year. I then paid $199 for an ************** called Pay Near Me, which allows tenants to pay in cash at retail stores, and then that rent money is ***'d directly into our account. I provided the requested information to get the account set up, but then a month went by, and then two months... Finally, after months of them telling me that they did not have an update other than that they would ask their support team, I still never received an update. I always had to ask for updates and would rarely get a timely response. Most of the time, it would be a week to a month before I got a reply.I asked for my money back, and they finally agreed in April over the phone. However, I did not receive my $199 refund. I called and emailed, asking for an update. Finally, on July 16th, I got an email from a supervisor confirming the refund, which would take 7-10 days. As of today, I still have not received the refund, and I am not getting any response to my emails asking for an update on it. Attached is the email showing the supervisors confirmation and my reply on August 7th asking for an update. Still no response.

  Customer Answer

  Date: 08/24/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 09/11/2024

  Thank you for reaching out. We read every review and take your comments very seriously. After further research, our support team confirms that a refund request of the ********* application fee was submitted. It has been approved within the past few days. We apologize for the delay, but you should see the refund within the next 7 - 10 days, or by your next renewal date at the latest. We appreciate your patience as we worked through the refund process. 

  Customer Answer

  Date: 09/25/2024

  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 just wanted to have this case reopened as the business stated that they would refund the $199 within 7-10. It has now been slightly more than 10 days and they still have not refunded what they promised. This is actually the second time they said they would refund the $199 application fee and have failed to do so. 

  

  Business Response

  Date: 11/21/2024

  Hello, 

  We have escalated the matter to the Senior Manager of the ******************** He has followed up with the relevant departments regarding this and confirms that the refund is approved and you should see a credit to your account by the end of the month, the latest. We apologize for the delays with this. 

• Initial Complaint

  Date:03/06/2024

  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.

  We have had nothing but issues with Buildium since branching off and starting do manage others properties through our new LLC, Rightside. We have used Buildium for years for our other business ******************************* Our bank (Baselane) recently underwent a processor change, resulting in them providing us a new Routing/Account number. For the last several months, our account has been put on a processing hold and funds have been held when we send an owner draw. I think it was finally resolved last month, yet our owner still has not received his draw that we sent on 3/1. In addition, our Retail Cash account has not worked since this change. I have called and emailed, and can not get anyone to help me or respond to me anymore - I send an email on the same chain weekly -- NO ********* ***** silence. The agent originally told us we needed to Re-Apply for retail cash, but not to worry that we wouldn't be charged and that if we did they would refund. We were not only charged, but never refunded to my knowledge and Retail Cash STILL doesn't work. I was working with ****** in ***************** Lastly- We have relied on APM to drive leads to us. 95% of them are fake, people not understanding why we are calling and we have spent a ridiculous amount of money on leads that are not vetted before coming to us. Any ******* can submit this form with fake information and we are expected to eat the cost. I am beginning to think it is another competitor trying to submit so many leads that it disables others from getting them. We are highly considering offloading both businesses from Buildium. I can not believe how poor the customer support is and I am running out of excuses for our tenants / owner on why we consistently drop the ball on such important things -- Rent collection and Draws.

  Customer Answer

  Date: 03/16/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 03/26/2024

  Hi *****, 

  Thank you for reaching out. We read every review and take your comments very seriously. 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. After looking into the matter with our customer care team, here are some updates: 
  - It looks like the main issue with Retail Cash was that a duplicate application was created which led to the service not being reactivated. As of 3/16/24 *********, the company that powers Retail Cash Payments, confirmed everything is in order and our technical team is working on getting the feature re-enabled on your account, which should happen within the next week. Someone from the support team will reach out once that is all set. 
  - Now that a resolution is in progress for Retail Cash, the $199 credit will be applied to your next bill. 
  - For clarification on the ePay situation, it appears that there was a processing hold due to insufficient funds. After your exchange with our payments team earlier this month, they determined that our payments processor neglected to change something on their end, resulting in the owner draw in question not going out. This has since been rectified, and you should no longer experience any issues with ePay. We sincerely apologize on behalf of our payments processor for the inconvenience. 
  - With APM, providing high-quality leads is very important to us and we value your feedback. We have recently made adjustments to our program to improve lead quality and are continuing to adjust to support our customers. 
  

  Thank you again for reaching out and bringing your concerns to our attention.
  

  Regards, 
  The Buildium Team

  Customer Answer

  Date: 03/29/2024

  [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

  Date:10/13/2023

  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 purchased a subscription for the Buildium service on July 26th, 2023 and unfortunately paid for a year in advance to take advantage of a promotion.I was unable to even configure the service to work properly, and support was virtually non-existent. I received an answer to my requests to help set up my account almost 3 months after I first purchased the subscription and was told that Buildium does not support the legal structure of my business (multiple LLCs to manage properties).I requested a pro-rated refund for the remaining time on my annual subscription and was told as per their terms and conditions they would not be issuing a refund. I read the T&Cs and they essentially make no guarantees, and provide no way for relief. Buildium could provide a completely non-function page for anyone, and they would not be required to refund anyone according to their T&C.If a product/service does not live up to its stated function/purpose, the company should provide a refund of that service because it has not been delivered as per their stated descriptions.

  Customer Answer

  Date: 10/26/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 03/22/2024

  Hi ******, 
  Thank you for reaching out. We read every review and take your comments very seriously. 

  We have historically had customers with multiple ***s use ******************. It does require some manual work, but is within the function of the software. As advised in the support ticket response dated 8/4/2023, the workaround involves creating a property in your account to represent each ***. ***** then be able to select the *** from the drop-down when recording transactions, they will just appear in the Properties section of the list, as opposed to the Company section. ***** still be able to run reports and allocate transactions like you normally would. I would add that after you create the property, if any units were created within it, you can delete it so it wont affect the units under management for your subscription. 
  

  As you noted from our terms of use, our service is non-refundable. We understand this is likely not the message you wanted to hear, however, this policy allows Buildium to provide equal treatment to all our customers. 
  

  
  

  Customer Answer

  Date: 03/25/2024

  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 response, 6 months after my initial complaint does not provide any relief from the fact that Buildium failed to provide me with a working product for my needs, and their support failed to respond in a timely manner for something that was critical to financial operations.  This response is an initial indicator of how lacking Buildium's support is.  Even if what they have responded with is true, it does not help 6 months into a 12 month term, where I have not been able to use their product for my business, despite their claims that it works.  Additionally, waiting for support to respond to my initial requests took over a month and didn't provide the required information to get their product/platform working.  Even this response is lackluster, and provides no relief for my situation.  In my mind, Buildium has stolen $600+ from me because I did not receive a working product.

  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,

  ******

   

   

• Initial Complaint

  Date:08/02/2023

  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.

  After much research we went with Buildium for our ******************* program. They ensured us an easy transition with our documents required for property management as well as customer service for any issues that arise from the transition. We have been paying for the program for the past 4 months and still can not use the program for what it's intended purpose is. We have tried several times to fix the issues with no solution. We finally asked for a cancellation and or refund as we have not been able to use the program. They continue to charge the card on file even after we have removed it from the system. I do not recommend this company as they do not stand behind their product or try to fix the programming problems they have.

  Customer Answer

  Date: 08/13/2023

  
  Better Business Bureau:
  
  I was finally in contact with the business in which they gave me a partial credit.  While I am not 100% satisfied, I can not continue to spend more time fighting with them to receive full compensation.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/26/2023

  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.

  We have a Buildium Subscription since 2017 that allows us 5 free ePay bank accounts We submitted an application for ePay for 2nd *********************** account on 07/20/2023 ******** account was cleared for use on 07/21/2023 To establish ePay for each property our next step according to a direct email from Buildium was to ************************************ copy and paste from email:"You can enable EFT/eCheck and credit card payments for each property tied to the approved bank account.To enable your properties for epay:1. Navigate to Accounting > Banking, then click on the approved bank account.2. Select the Properties tab, then click Edit ePay methods.3. Check the box next to each property you want to enable EFT/eCheck or credit card payments. You can select one or both payment method options for each property.4. Click Save Changes.If you still experience the issue, we recommend going through the basic troubleshooting like clearing the cache and cookies by clicking the 3 dots to the top right of the browser > settings > privacy and security > clear browsing data > check the first four items(you may exclude the password item) > clear data. You may use this helpful article for your reference: ****************************************************************************** ****************************************************This did NOT work, nothing we did based on Buildium's suggestion worked. We have communicated with Buildium with NO resolution as they keep asking us to do the SAME thing that we confirmed does NOT work over and over and over again.Their system is faulty to the point where it is negatively impacting our ability to collect rent from our Tenants. We have gone back and forth with Buildium more than a dozen times with no resolution.Screenshots with Chase account that has been" ENABLED" & this 2nd *********** account with "Residents OFF". They asked us to switch "operating Account" BUT that field is greyed out and can NOT be clicked.

  

  Business Response

  Date: 07/28/2023

  Hi ********, 
  
  Thank you for the opportunity to respond. The instructions you received for activating ePay are accurate, but they are for brand new accounts and properties. Based on the open case you have with our customer care team, it looks like you are trying to move properties from one bank account to another. An additional wrinkle is that the original bank account has Retail Cash Payments enabled on it. Due to the nature of Retail Cash Payments, properties attributed to a bank account with that feature enabled cannot switch bank accounts by users and would need to be handled via our teams. This aspect of the process could be communicated better in our support material, and we will work on making that more clear. 
  
  We apologize for the confusion around this. Our customer care management team has looked into this and are resolving the issue. One of our senior agents will be reaching out to you shortly if they havent already. 
  Thank you again for the opportunity to help resolve your experience. 
  
  Best, 
  The Buildium Team
  
  

• Initial Complaint

  Date:07/20/2023

  Type:Sales and Advertising 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.

  So the company has put my personal phone number on listings on a number of home selling websites I.e apartments.com, Zillow, Westsiderentals, and Redfin. So I have been receiving over 50 phone calls and messages inquiring for homes I dont own. I have contacted apartments.com to have myself removed from the listings. They have done so. In the process they informed me that Buildium is the one that is listing my number on these inquirys. Ive never had any contact with that business whatsoever.

  

  Business Response

  Date: 07/24/2023

  Hi *******, 
  Thank you for reaching out and giving us the opportunity to make things right. For context, Buildium is a property management software that companies, landlords and HOAs use to manage their portfolios. Among the services we provide is the ability for our users to publish listings to sites like Zillow, Apartments.com, etc. While the listings are originating from Buildium, the information that was transmitted came from one of the users. 

  We would like to help rectify this situation and get your number removed from any listings. One of our customer care team leads will reach out to you to get more information which will aid them in locating the listings. 

  Thanks again for reaching out, and we appreciate your patience as we work to resolve this matter. 
  

  Best, 
  The Buildium Team
  

  
  

• Initial Complaint

  Date:04/10/2023

  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.

  Service is non existent. Our business closed in September of 2022 and we paid for our subscription through December, while waiting for a response to several emails sent to their customer service asking how to download all of our files so we could cancel the subscription. After months with no response we cancelled the service and manually downloaded most of the documents we needed. On March 30 we needed some documents for an old client and we went to login in and they wanted us to pay for four months, I tried calling customer service and after waiting on hold they closed before getting to me, so i paid the amount thinking I would be able to call and get a refund as they charged the full subscription with all the units we used to manage. Despite me only needing to login for financial documents and not any of the rest of the service. So now I'm out over $1200 and they are refusing a refund citing the no refunds policy in the reviews below. It seems they have no problem extorting other customers and even have a history of doing so. I have documented every interaction with Buildium customer care. Looking back on this I wish I never signed up for this, its a flashy scam that offers nothing that is promised and then they lock you in and rip every ***** out of you, even after closing a business.

  Customer Answer

  Date: 04/20/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 04/21/2023

  Hi *******, 
  Thank you for reaching out. ** partnered with our ************* team to dig into your communications and experience with the team and have a few observations and questions: 
  -** werent able to find any support cases related to downloading your data or canceling your account in the time period mentioned. ** use a ticketing system to track Support emails so we can easily refer back to them. Can you let us know what dates you sent the emails and if you received an automated email reply back confirming receipt?
  -**re sorry to hear that when you called on March 30th, you were not able to get through to a support rep. ** do track all calls that come in that are waiting and abandoned. If the call is in a queue and waiting, we don't hang up even if the phones are closed. There might have been a technical issue where the call was disconnected. 
  -Our system shows that your account was never canceled.  It was put on a funding hold when the payment method on file failed. When you signed in again and updated your payment method, you were charged for the months from when your account was locked through when you logged in, which was indicated on the main screen and email we sent regarding the funding hold  
  -To help ensure we treat all of our customers fairly,  our Terms of Use (****************************************************) indicate that we dont offer refunds. 
  

  If you have any questions or would like to discuss this further, please reach out to us at **************************************** or ************, Mon - Fri, 9a - 8p ET.
  

  Best, 
  The Buildium Team