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:08/10/2025

  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.

  Im the verified owner of a Bilt Rewards account. I currently have ***** Bilt points (projected ***** by September 2025). My grandmother is an active Southwest Rapid Rewards member with ****** points. I asked Bilt to let me redeem/transfer my Bilt points to her Rapid Rewards account so she can complete an upcoming Southwest booking.Bilt refused. Support first cited vague security reasons, then a no account transfers policy. I am not trying to transfer ownership of my Bilt account; Im only asking to redeem my earned points to a partner program account (Southwest) with my written authorization. I offered to provide my ID and my grandmothers ID to verify both parties. Bilt still declined and stated that even a temporary first-name change (to match the Southwest account for the transfer) is treated as an ownership transfer and is prohibited.This policy prevents me from using rewards I earned, provides no operational, financial, or security benefit, and effectively blocks a legitimate partner redemption. I attempted to resolve this repeatedly via Bilt chat and email (most recent message from *****, Bilt Rewards Support, August 7th 7:01 PM ET, describing the name-match policy and refusal).Resolution requested (any one of the following):1.Allow a one-time transfer of my Bilt points (*****; ***** by September 2025) to my grandmothers Southwest Rapid Rewards account with my written authorization; or 2.Provide an equivalent Southwest gift card so the value can be used on Southwest; or 3.Permit a one-time, temporary link for redemption to her Southwest account without changing the legal owner of my Bilt ********** attaching: (a) screenshot of my Bilt points balance, (b) screenshot of my grandmothers Southwest balance, and (c) Bilts email refusing the request.

  Business Response

  Date: 08/25/2025

  Unfortunately Bilt policy [that is standard across Rewards programs], requires name matching from a loyalty account to a Bilt account. This is a fraud prevention rule, if the user wanted to exchange SouthWest miles, they could transfer to their grandmother's account and transfer within Southwest. 

  Customer Answer

  Date: 08/26/2025

  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:

  Bilts stated justificationthat its name matching rule is a fraud prevention policydoes not withstand scrutiny. Fraud prevention refers to preventing unauthorized use of an account. In my case, the transaction is fully authorized by both parties: I am the verified Bilt account holder, and my grandmother is the verified Southwest Rapid Rewards account holder. I explicitly authorized the redemption, and I offered to provide government-issued identification and written consent from both parties. There is no fraud risk.
  
  By refusing despite documented authorization, Bilt is mischaracterizing its policy. The name match requirement does not prevent fraud; it simply restricts legitimate, authorized consumer use of earned rewards. This misrepresentation falls within the scope of an unfair or deceptive business practice, as it denies consumers access to the value of their rewards while presenting the restriction as a security safeguard.
  
  Bilts own examplethat I could transfer points within Southwest to my grandmotherfurther demonstrates the flaw. If ********* itself allows intra-family transfers, then preventing the transfer at the Bilt stage provides no added fraud protection. It functions only as an unnecessary restraint on how consumers may use the rewards they have earned.
  
  This policy is therefore:
  
  Unfair: it prevents the consumer from using earned rewards despite full authorization.
  Deceptive: it is presented as a fraud prevention measure though it serves no such function.
  Anti-consumer: it forces account holders into unnecessary restrictions not required by the receiving partner (Southwest).
  
  For these reasons, I respectfully reiterate my requested resolution, any one of which would be reasonable:
  
  Allow a one-time transfer of my Bilt points (*****; projected ***** by September 2025) to my grandmothers Southwest Rapid Rewards account with written authorization; OR
  Provide an equivalent Southwest gift card; OR
  Permit a one-time temporary redemption link to her Southwest account, without changing my Bilt account ownership.
  
  Bilts refusal to honor any such solution, despite there being no fraud risk, demonstrates that its restriction is not a security measure but rather an anti-consumer policy.
  
  

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

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

• Initial Complaint

  Date:08/05/2025

  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 flight through ****'s Travel Portal for a flight with *** Portugal using a combination of cash and credit card points on April 19 2025. I initiated a cancellation with Bilt in May. After months of back and forth between myself and Bilt, ************ confirmed directly to me that my flight had been refunded on July 2. The cash and points have not been credited back to my Bilt account since then. I've reached out multiple times to Bilt asking for the status and have received none. Cash spent - $337.22 Points spent - ******

  Business Response

  Date: 08/25/2025

  This customer was fully refunded by Bilt's Travel support partner - see below message sent to the customer.

   

   

  Hi ****,

  I hope you're well.I sincerely apologize for the delay in processing the refund, as mentioned, we have had issues receiving this from the ********** a means of apology and for your inconvenience, we will add $200, to the refund amount of $431. I will ensure this is processed on Monday and will come back to you to confirm once this is done.

  Best,
  ****

• Initial Complaint

  Date:08/04/2025

  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 tried to use bilt to pay rent. I tried to pay in full however bilt sent me a message and said it didnt go through so I try to pay the rent partially and it did go through and I had a notification that it went through. However a few days later I got a notification that bilt withdraw both the full rent and half month rent from my bank account all together!!! I never got a notification that the first payment went through. How come bilt can withdraw fund when it didnt go through? This is an unauthorized withdrawal basically. I tried to contact the customer service but no one actually is handling the refund. The customer service is just a text message service. Said theyll forward to a specialist however no one actually responds to my claim. Please refund me

  Business Response

  Date: 08/25/2025

  This customer had a payment fail on the day it was due to run, upon retrying the payment - it successfully processed, but the customer had already sent in another payment to cover rent for that month. Bilt refunded the correct amount as requested by the customer above and the customer was made whole.

• Initial Complaint

  Date:07/20/2025

  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 have created an account on ******************** --I tried to update it but it won't allow me to. I then created another account to resolve the issue and it also won't allow the necessary updates. I gave up and want to close the account--- it's been over 2 weeks with no resolution, no phone number is provided, no individuals to speak with (they have confirmed this via chat) which is the ONLY option to communicate, and only AI responses that are the same no matter what I type. Emails from their AI are useless as they continually restate my issue with no resolution. The accounts are under my daughter's name (*****). Additionally, I am unable to update ANY profile information (such as email address or cell phone number). In other words, I am stuck in a computer loop, with only AI being offered. I NEED an individual to override this endless loop. RESOLUTION I am seeking -- Get a phone number to a person who can provide ************* is unacceptable that there are NO people to speak with to resolve financial issues that impact credit scores....etc

  Business Response

  Date: 07/31/2025

  This customer was contacted and assisted by the Bilt servicing team in changing the name and phone numbers on the account.

• Initial Complaint

  Date:07/20/2025

  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.

  I was with an apartment complex was using this service, but after my findings, this being added to my credit report has dropped my credit report tremendously. Ive been in communication with Bilt Rewards to have this removed from my credit file, but they have not done anything to have this removed. Its just been back-and-forth on email communication and Ihave been asking them and also disputing it with credit bureaus and they refuse to have it removed from my credit file

  Business Response

  Date: 07/31/2025

  The Bilt Servicing team has removed the customer from the rent reporting service as requested.

  Customer Answer

  Date: 08/10/2025

  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:

  They removed from reporting because they didnt remove it from my credit file Which Ive been emailing and they still havent done so  

   

   

   

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

  
  Sincerely,
  
  ****** *****-******
  
  
  
  
   
  

  Business Response

  Date: 08/26/2025

  The customer was informed by Bilt Support that in order to fully complete their request, they need to submit a dispute with the bureaus. See below the instructions given to the customer on July 17th:

   

  We attempted to remove your tradeline, but the tradeline is marked as completed and your original dispute closed. We can still remove it for you, but we'll need you to file a new dispute, and request that it be completely removed when we reach out to you at ***********************. When we receive notice of the new dispute from the credit reporting agencies, we can take action on it, and we'll send you that email.
   
  We appreciate you working with us on this, and if you have any difficulty with the process after this, please let us know! We'll watch for that new dispute to come through.
  

• Initial Complaint

  Date:07/11/2025

  Type:Customer Service 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 trying to cancel my account and delete all personal and financial information. The company is unresponsive and has no customer service, just BOTS. There is no way to do this through the website or app.

  Business Response

  Date: 07/11/2025

  A request has been filled for this account to be closed and all data deleted.

• Initial Complaint

  Date:07/09/2025

  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.

  I am filing this complaint regarding Bilt Rewards repeated failures in processing my rent payments, which have resulted in hundreds of dollars in returned payment fees through no fault of my own.Over the past 3 months, Bilts system has repeatedly flagged my account with the error: authorization limit too low. Despite having sufficient funds and verifying my bank information multiple times, payments were still returned. I contacted Bilt customer support, and they acknowledged the issue as a system error on their side. They stated it had been resolved yet the same problem occurred again shortly afterward, leading to additional returned payment fees.Each returned transaction has not only cost me money in fees but also potentially damaged my standing with my landlord and bank. I relied on Bilt to securely and reliably process my rent payments, and this repeated failure is both unacceptable and financially damaging.I am requesting:-A full reimbursement of all fees caused by Bilts system errors.-A permanent and functional fix to the authorization/payment processing issue.-Confirmation that these incidents have not negatively impacted my credit or payment history.I have made multiple attempts to resolve this directly with Bilt support, but the issue remains unresolved. I was told at one point by their customer service team that, "nobody feels like dealing with this right now." I hope the BBBs involvement will prompt them to take responsibility and resolve this matter fairly.

  Business Response

  Date: 07/18/2025

  There was confusion for the customer between an available credit line on the Bilt Mastercard [issued by ***** Fargo] and the authorization set in the Bilt application for the Billpay process of paying rent. The customer was working with ****'s support escalation manager and able to resolve the discrepancy and have the account operational moving forward.

• Initial Complaint

  Date:07/05/2025

  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.

  I had been using this company to make monthly rent payments.. They require you to authorize each payment. They decided to give an awful landlord 3350 this month without my authorization. And now state that it's my problem...

  Business Response

  Date: 07/07/2025

  The customer had an existing autopay / payment set up in their rent portal. This payment has been refunded by our support team and the customer should not have any issues moving forward

• Initial Complaint

  Date:06/03/2025

  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.

  My apartment has switched to only take rent payments through bilt. Bilt is no longer processing payments correctly, and all attempts to contact them to resolve the issue were met with an endless queue and redirection without addressing the issue. **** is defunct with no way to address the issues I'm having.

  Customer Answer

  Date: 06/03/2025

  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:05/21/2025

  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.

  To whom it may concern,My prior apartment complex went into bankruptcy and could no longer accept rent payments directly. Instead, we were required to make payments through "Bilt Rewards." I opted not to have my personal data tracked, and that was ignored. I have since moved and have no reason for their "service." I have on multiple occasions and escalations attempted to have my data removed, deleted, and no longer tracked. Every time I go to my local drug store, a few days later I get an itemized receipt of my personal items from Bilt, and how much they could "save" me. I believe that **** uses shady methods to prevent users from leaving their tracking service. On one occasion, I did not answer a phone call. So the ** left said, "Sorry you weren't available we will close your request [to delete my data.]" Trying again through there text service I received a response from a tech a day and a half later, at 1:30AM. Same reply, "since you're not available we'll close your request." I've emailed the tech team directly. I was first told to review my rewards before I could delete. Then I was told it took a tier 2 escalation to fulfill my request to delete all my data and stop tracking me. This has been weeks, and yet they still track me.Keep in mind I have not used this service to pay rent for over 6 months. It's entirely unnecessary to me and they have made it impossible to stop tracking my personal data despite multiple requests upon multiple platforms over months.

  Business Response

  Date: 06/10/2025

  The user in question has had all data deleted per the Bilt privacy center. There is nothing else that needs to be done on the Bilt side here.