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:02/17/2025

  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 been a customer with Bilt for about a year. **** has a rewards program that allows you to accrue points and transfer them to airline partners. I recently tried to transfer my Bilt points to *************** for an important and time sensitive upcoming trip. I transferred ****** points for ****** Alaska miles. However, my Alaska miles were never reflected. I contacted Alaska support and they said the Bilt transfer was rejected for unknown reasons. But, my Bilt points were still deducted from my account. When I reach out to **** support, they told me I must wait at least 48 hours for the transfer unless I can show proof the transfer did not go through. Upon showing proof of the rejected transfer that Alaska provided, Bilt has given me the run around. They have no actual support hotline, only a chat bot and email. I have multiple open case tickets with them and every time the chat bot tells me a specialist will follow over email and no response was received. The one time I managed to get a hold of an actual support person over chat they said they attempted to reach out to the Bilt Loyalty team about resolving this and the team was unreachable, even during working hours. This issue has no been ongoing for 72+ hours all while the time sensitive ticket I am attempting to purchase with Alaska is nearly sold out. I cannot miss this flight as its for an important family event and this was the only way I could afford it using my saved Bilt points. I had requested that Bilt re deposit my points to allow me to transfer them once more or compensate me for the opportunity cost. This is some of the worst customer service I have ever experienced and it seems like there is willful negligence to avoid addressing customer issues. This type of behavior needs to be investigated by the BBB as I am not the only customer be screwed by these practices.

  Business Response

  Date: 02/24/2025

  We apologize for the negative experience that this has caused and aim to provide resolutions as efficiently as possible. Unfortunately, we rely on external partners to investigate these issues and were not provided an update as quickly as we would have hoped. Once we did receive an update, it confirmed that the transfer failed due to the status of your partner rewards account at the time. We confirmed that we had refunded the points that could not be transferred and also added ***** courtesy points for the inconvenience. While you would like us to cover the difference of a trip that you purchased, unfortunately, we are not able to reimburse the cost of this booking.

  Customer Answer

  Date: 02/28/2025

  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:

  I reached out to Bilt about the points transfer immediately and was informed over iOS support chat that in order to re-deposit the points I either needed to provide proof of the rejected transfer from *************** or wait for a 48 hr processing window after which Id be able to get my points back if they didnt go through. I promptly provided the proof from ****** and then still waited the 48 hrs with no response from Bilt.

  In fact, it still took almost an additional 5 days to get any type of resolution. During this time I repeatedly reached out to Bilt customer support stressing the urgency of the situation that I needed to be on the flight as a family member is traveling on the same flight and I could only afford it with tv points transfer available from Alaska mileage redemption. I warned that those reward seats may sell out. All this time I either received no response from the Bilt team supposedly looking at my case or was given a generic response. And because Bilt has no live support line I was unable to do anything further.

  The only reason I was given points from Bilt was because I continuously reached out and this seemed like their attempt to placate me. I told them I do not need the extra points, just need my transfer re deposited so I can purchase the flight I need and the measly ***** points were useless in comparison to the flight I was trying to redeem with the ****** point so was converting to miles. 
  

  I repeatedly asked Bilt that the only option I would have if the mileage redemption was sold out was to purchase the flight with cash because I NEEDED to be on that flight. I never received any type of constructive response during this time, Finally, after several days I finally got a response with my points back and immediately transferred them over to ******, only to be unable to book the flight since it was sold out. I continued to monitor it for several days hoping ***************** (the carrier the flight is on) would release more award seats to ****** to sell. But, alas, that was not the case. So, I was left with the only choice to purchase a ticket for this flight. Throughout this process I continuously tried to work with and negotiate with Bilt to get some sort of fair resolution however the failed to cooperate with me in any way and it was one of the most discouraging customer experiences Ive ever had.

  In the end, I chose to at least make use of the few points provided by Bilt to redeem them in the Bilt travel portal for the flight and pay the remainder in cash, with the request that Bilt reimburse the cash amount which totaled $573.87 (the receipt is attached).

  Bilt refused to comment or cooperate on this despite my repeated pleas and I then informed them my only other option was to pursue a fair result through this complaint with the BBB if they were not willing to work with me.

   

  So, here we are. I NEED TO GET REIMBURSED FOR THE AMOUNT OF $573.87 by Bilt, which they can confirm from the purchase statement made on my Bilt card in the Bilt Portal, throughout this whole ordeal I tried by best to communicate with the business and get updates on this situation, assuming that any proper business would do their best to give customers the best experience possible, But sadly that is not the case with Bilt, who are focused more on their capitalizing market share on profiteering over the customer experience.

   

  I am not being unreasonable asking for excessive compensation. All I wanted is a fair reimbursement for money I was forced to spend as a result of Bilt mismanagement and poor customer support. I will continue to fight for this fair resolution.

   

   

   

   

   

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

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

• Initial Complaint

  Date:02/07/2025

  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.

  starting April 2014, was required to Use **** for rent payment. Did not sign up for credit monitoring. After 60 days I checked my credit report and **** ran a credit check on me and provided my new Apt number. For safety, I NEVER give home address out, I use a pobox. I called and told them I never gave permission to access my credit etc. they replied OH WE NEVER DO THAT! YOU are mistaken. I told them they did and I want it to stop. No permission, no access , no soft inquiry, STOP. They replied WE NEVER DO THAT! The following 6 months, every 2 months another INQUIRY. I call, they deny, get supervisors, they deny and the lies continue. Finally, after now receiving TONS of mail for credit card offers to my apt mailbox and 5 inquiries later, I was able to get the apt complex to let me cancel **** PERMANENTLY! I unchecked my only credit card on file and SURPRISE! The next screen said would you like to use one of your other 11 credit cards? The **** SITE showed every credit card I have ever owned from 2001. All cancelled years before. It even showed a care credit account I had in 2004 for the dentist!!! I cancelled my account permanently. It is important to know this company only provides this service to have ALL REACHING access to your personal information. They are not honest, even when caught! Deny, DENY ! Cancel your membership immediately and pay your bills yourself and CHECK YOUR CREDIT REPORT OFTEN!

  Business Response

  Date: 02/12/2025

  We appreciate your feedback!  On our end, I am unable to locate any correspondence regarding this. When you sign up for Bilt Rewards, we conduct identity verification to confirm your identity. This is required by regulations for the financial services industry. We do this by utilizing the information you supplied to Bilt in your signup and through other security measures. After we validate your identity, we work with major banks and credit card networks to offer the ability to seamlessly identify credit cards that are associated with you and the ability for you to link those cards quickly by entering some combination of account number, expiration date, and security code (CVC), as required by the issuer of your credit card for security purposes. Please not that you are able to opt-out of this service.  Additionally, while Bilt does provide the ability to sign up for Rent Reporting, this is something that is optional and the member signs up for. There is a small window where this can be canceled. After that time period passes, the major credit bureaus require that users do not opt out of rent reporting once it has begun. If you have any further questions, please reach out to our support team at ***********************************

• Initial Complaint

  Date:02/07/2025

  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 a BILT Rewards card member in GOOD standing- I have always paid (at least) the minimum amount due (but usually more) and staid below my limit. On 12/1 my card/account was closed due to me breaking guidelines. What I have been able to figure out is I had 2 major payment returned due to insufficient funds BUT I want to point out I never missed a payment- my minimum was still paid on time. I had just opened a new account (Sofi) and had fraud- instead of crediting the amount while they investigated they did not cover it- so while the payments were not covered I had no idea until I went to use my card. Also the payment was supposed to be taken from my savings account and it was taken from checking- not sure if thats on banks side or Bilts- but it was not my fault.I contacted ***** Fargo as they are in partnership and they said they have no power. I then contacted BILT (twice) where the supervisor also agreed they should reopen my account but the higher *** would not. Thent he socal fires broke out and I had to evacuate and now I am waiting on my home to get repaired... this is the last thing I should have to worry about- I am a good customer!Besides the fact this hurts my credit (eventhough I am in good standing- anytime a bank closes an account- not the other way around- it is read as negative) - I am a good customer and enjoy using my BILT card and would appreciate my original account reopened (not a new one).

  Business Response

  Date: 02/12/2025

  We appreciate your feedback! Since our team only has insight into your rewards and rent payment information, it would be best to connect you to ****************'s customer service department. They'll be happy to help you with this. 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: 02/14/2025

  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:

  [Your Answer Here]

  I have done this- **************** can NOT help- they told me they have no access or power to Bilt- even went into two seperate branches and they said the same thing...

  When I called the **** # on the back of my card many times- they also said that they reccomend the card being reopened and  sent that reccomendation to their supervisors but still rejected Bilts reccomendation.

  THIS is unfair and an abuse of power... mixed with me dealing with having to be evacuated in the wildfires of *******************... 

   

   

   

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

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

  Business Response

  Date: 02/23/2025

  Thanks for each out and we are sorry to hear about what you are going through. Unfortunately, Bilt only handles your rent payments and rewards We want to make sure you get the best assistance possible, and ***************** customer service team is the best resource for this issue. Since statement payments and account closures is something only **************** can access, theyll be able to provide the most accurate information and support. 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: 03/11/2025

  I do not have as the correspondence was sent securely through email and is no longer available. This whole ordeal has caused such a problem in my life that I did make an in-person appointment with **************** local bank to fix it and they canceled it as they have no access to Bilt or their services. When I did call the # on the back of my Bilt card the case worker agreed with me and took it to her supervisors to reopen but they would not. There was no way for me to contact them so I am left with this. I am a good customer- have always paid on time and did nothing to warrant my account being closed. PLEASE reopen my existing Bilt account. Thank You 

  Business Response

  Date: 03/26/2025

  While we do understand your frustration, Bilt only handles your rent payments and rewards. We want to make sure you get the best assistance possible, and ***************** customer service team is the best resource for this issue.  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: 04/08/2025

  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:

  PLEASE read my initial companit- **************** can NOT help me... they even told me they can not help me and canceled my appointment. I call the number on the paper given to me- same disregard that you are showing me here- the phone agents agree my card should be reopened- take it to their executives and can not ger heard... You can NOT control, BULLY  customers... this is UNWARRANTED and has GREATLY affected my credit score. you can fix and you need to ASAP... 

   

   

   

   

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

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

• Initial Complaint

  Date:02/04/2025

  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.

  Signed up for rewards ********** disclosure of 3% fee to use credit card for rent when signing up or adding card.Refusal of support to refund said fee when it processed.Request to cancel account denied, support escalated my case. No way to cancel account on website without onerous process by contacting support.All in all a scammy product with minimal benefit for the high fee cost.

  Business Response

  Date: 02/12/2025

  We appreciate your feedback. When you're making a rent payment with a credit card other than the Bilt Mastercard there is an additional 3% fee for credit cards. If you rent outside the ************* and use the Rent Rewards Account to process your rent payment, the card processing fees are displayed under your selected payment method on the Pay Rent tab. We can also confirm that, as requested, your account has been deactivated. If you have any further questions, please reach out to our support team and ***********************************

• Initial Complaint

  Date:01/31/2025

  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 am writing to address an issue regarding the 5x points offer I was promised upon approval of my Bilt credit card.When I received my card, I was informed that I would earn 5x points for every purchase made within the first 5 days, excluding rent payments. The offer was valid from January 18th to January 22nd, 2025. To confirm the details, I proactively contacted multiple agents through Bilt's chat and email services. Each agent assured me that property tax payments were not considered "rent" and that I would be eligible for the 5x points on any purchase made before January 22nd, 2025. Relying on this information, I proceeded to use my Bilt card to pay my property taxes, fully aware of the $246.80 transaction fee, which I was confident would be covered by the 5x points.However, on January 21st, I noticed that only 1x points were awarded for my property tax payment. I immediately reached out to **** customer service, and was informed that my case would be escalated. Unfortunately, this escalation took two days, and I did not receive any resolution until January 23rdafter the offer period had ended. The response from **** simply stated that property tax payments are excluded from the 5x points offer, a policy I was never made aware of at any point prior to the transaction.This is unacceptable. The agents I spoke with prior to making the payment specifically confirmed that property taxes would be eligible for the 5x points. Furthermore, the new terms and conditions you provided after the fact were never communicated to me during my inquiries. Had I been aware of these exclusions, I would not have made the payment with my Bilt card.I am requesting that Bilt honor the 5x points offer for all eligible purchases made within the specified time period, as originally communicated to me by your customer service team.

  Business Response

  Date: 02/07/2025

  Thanks for reaching out! We understand the confusion caused by how the information was relayed to you, we would like to explain that our terms and conditions for this promotion exclude tax payments from earning bonus points. Know that we're constantly offering new ways for our members to maximize their point earnings. Due to the confusions, as a one-time courtesy, have added the outstanding points to your account. If you have any further questions, please reach out to our support team at ***********************************

  Customer Answer

  Date: 02/12/2025

  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:

  I should get 5x points for all the purchases (up to $10,000) during the first 5 days after receiving the card. I made spending greater than $10,000 during the first 5 days so I suppose to receive ***** points. Now I only got 5x points for a total of $425.59 spending which is 2127 points. The of the spending during the 5 days only leads to 1x point. I do understand that Bilt added some courtesy points of 8412 to my account. However, this still doesn't add up to ***** points. That's the reason why I declined this solution. Thanks.

   

   

   

   

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

  
  Sincerely,
  
  ***** **
  
  
  
  
   
  

  Business Response

  Date: 02/23/2025

  While we understand the confusion caused by how the information was relayed to you, as we have explained our terms and conditions for this promotion exclude tax payments from earning bonus points. Due to the confusions, as a one-time courtesy, we have added the outstanding points to your account and are unable to provide more points. 

• Initial Complaint

  Date:01/28/2025

  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 have sent applications over 7 times and was denied without a valid explanation of why for Bilts Rewards advertised alleged credit boost feature using my current and past rent payments. I have been using my Bilt rewards card for over a year to pay my rent and there has never been an issue in them taking my money to pay the card off. I've contacted the number on the back of Bilts Rewards card and an agent told me that they have a security issue that they cannot disclose and to re apply for enrollment 90 days from now. This is a generic excuse all the agents use and it is not a valid reason for denying an application if their customer have provided all requested documentation. Now let's be clear there is NO SECURITY issue with my account and this is just Bilts Technologies don't want to admit to using ******************* practices and false advertising of their services. This needs to stop and full transparency needs to be established with their customers. I was also in contact with 2 of their chat agents and had my chat rudely closed without them responding to my inquires directly. They refused to do their job and told me someone will contact me by email which said the exact same thing they said in the chat. My issue was never resolve. The email agent who contact me via email name was ****** ***** which is an absolute incompetent person didn't resolve anything only regurtate what the rude chat bot agents said. Overall terrible customer service.

  Business Response

  Date: 02/03/2025

  We have thoroughly reviewed the concerns raised by the Consumer. After careful investigation of all communications and account activity, we have determined that our services and communications have been appropriate, transparent, and consistent with our advertised offerings.

  Our rent reporting service operates with strict security protocols to protect all members and maintain the integrity of rent reporting. For enrollment, members must complete a registration form, which includes submitting their current and complete residential lease agreement for verification. This is a non-negotiable security requirement - submission of partial documentation, such as a rental increase notice alone, does not suffice. Upon review of the Consumer's account history and submitted documentation, we determined their enrollment denial stemmed from their failure to provide documentation meeting these requirements.

  We have clearly communicated these requirements to the Consumer. For example, on January 8, 2025, we stated: "Upon reviewing our records, we can confirm you opted for rent reporting on October 24th, and we were unable to approve your request at that time, but you can try to enroll again in 90 days from when you received notice from us that we were unable to accept your enrollment... Please make sure you are listed on the lease, are paying the full rent amount, and the lease you upload is current and active."

  The Consumer's characterization of our communication as "excuses" rather than valid reasons for their denial is inaccurate, and their allegations of "false advertising and deceptive marketing" lack evidentiary support. Our service operates as advertisedwe provide members the ability to report rent payments to credit bureaus after completing our rent verification process. This process is not merely administrative, it is a critical security measure designed to prevent fraud and protect the integrity of rent reporting for all our members. We believe the core issue stems from the Consumer's disagreement with our standard verification requirements rather than any deficiency in our services or communications. While we understand the Consumer's frustration, these security measures are essential and non-negotiable.

  Our communications with the Consumer occurred through our multi-channel support system, which combines AI-powered initial response capabilities with highly trained human agents. Given the sensitive nature of rent reporting and the potential for fraud, this system maintains strict security protocols while providing clear guidance to members through comprehensive quality assurance checks and established escalation procedures.

  Our records demonstrate that our team provided timely, accurate, and complete responses to the Consumer's inquiries across multiple channels. When the Consumer engaged with our chat system, their concerns were appropriately elevated from our AI assistant to human agents, who explained our requirements and next steps before concluding each conversation. 
  To address any future questions about this matter, we have provided the consumer with a dedicated email address for follow-up inquiries. We will actively monitor this email account, respond promptly to any communications regarding this complaint, and maintain all relevant documentation. The Consumer may reapply for rent reporting 90 days after their last denial by submitting a complete, full lease agreement that meets our verification requirements.

  We remain committed to providing transparent information about our services while maintaining appropriate security measures to protect all members. We believe that our verification requirements are critical to maintaining the integrity of our rent reporting service for our entire membership base.

• 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,
  
  *************************