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:02/20/2023

  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.

  Buildium is a scam and they WILL NOT RESTORE MY ACCOUNT! I've used Buildium since late 2020 to track my rental management data. Late in 2022, my payment method lapsed and there was no notification to my email about the account cancelation or a payment issue. The debit card attached had to be replaced because it was compromised. I was happy to pay the past due amount to bring it current so i could continue using the service. When i attempted to login in January i had issues and that is when i first called in. *** said he would look into it and contact me back. I never heard back from *** but after my third call it was revealed to me that customers only have 15 days to reinstate their account or it is archived and unaccessible moving forward. How can that be good for business?? At least you can offer an option to reinstate for past due amount + a fee or whatever. I would not suggest this software to any other investor since your data is not safe here!

  

  Business Response

  Date: 02/22/2023

  Hi *********, 
  

  Thank you for reaching out. We understand that this is frustrating and want to provide some more context after looking into our records. It looks like we sent an email on 8/1/2022 letting you know that we tried to process payment with your information on file, but the transaction was declined and we would try two more times over the couple of days following the first attempt. After three unsuccessful attempts, we block account access.

  
  On 8/5/22 a message was posted in the application upon log in, highlighting the outstanding balance and how to enter payment information. This message was posted until October. On 10/5/22 we sent an email that your Buildium account was locked and included a prompt to log in and update payment information. 

  
  Since we were not able to collect payment, we deactivated the account on October 31, 2022, following 90 days of carrying a balance, which is included as part of the Cancellation and Termination section of Buildiums Terms and Conditions (****************************************************). Were happy to connect if youd like to chat further about our billing process and security measures for inactive accounts.

  
  Best,
  The Buildium Team
  

  
  

• Initial Complaint

  Date:01/24/2023

  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 am trying to collect online rent payments for my property and I currently make payments online through Buildium. I decided to try and use the same online processor to receive payments and signed up for a 14 day trial. However, the 14 day trial was a static page with a bunch of bogus sample information (most of which was broken) and was not functional, so I signed up for an actual account for $14.06 for the rest of January in order to collect payments.Rather quickly I found that the site was not designed for my use case. It costs an previously undisclosed $100 to sign up for online payments (in addition to the $52 a month) and it will not accept a personal checking account for online payments, none of which was disclosed during the demo.I immediately called in to cancel my account, within the hour. After several failed attempts to reach technical support, I finally got in touch with an agent who said they will send me an email with instructions on how to cancel my account (because I didn't pay for full support) and that my account will be closed on February 1st, and Buidium has a "no refund policy."This is unacceptable. I had your service for less than an hour before I realized it sucked and you got my business through fraud. I would like a full refund.

  

  Business Response

  Date: 01/26/2023

  Hi ******,

  
  Thank you for reaching out. This is a situation we take very seriously, and its not an experience we want any of our customers to have. 

  Generally, our zero-refund policy is an area where we rarely make exceptions, in an effort to treat all customers equally. However, given the fact that your subscription began and was cancelled in the same day and the account was not used in any operational way, a refund will be issued. In fact, one of our customer care agents has already reached out to you and begun that process. 

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

  Regards, 
  The Buildium Team
  

  
  

  Customer Answer

  Date: 01/26/2023

  [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:01/23/2023

  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 set up a demo to go over my needs for a property managing app. I told them that I own the properties personal and it wasn't under and LLC or sole proprietorship. During the demo, it was never stated that I had to have a business bank account to receive payments electronically. It doesn't make any since to have a property managing service and isn't able to take payments online. If this was stated before during the demo. I wouldn't have paid for the membership. I don't want to open another bank account I shouldn't have to.

  

  Business Response

  Date: 01/24/2023

  Hi Rajanae, 

  
  Thank you for reaching out. We understand you have a concern about the business bank account requirement for ePay. This requirement is one of the factors that help to ensure that transactions conducted through Buildium are legitimate, helping to protect all parties involved from any potential fraudulent activity. We apologize for the frustration this may cause, but we want to ensure we do everything we can to protect our customers. 
  

  Our service is non-refundable (please see our terms of use here: ****************************************************). 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. 
  

  Regards, 
  The Buildium Team
  

  
  

  Customer Answer

  Date: 01/30/2023

  No where on your website does it state that I have to have a business back account to receive electronic payments. I spoke with ******* on the 9th of December when I scheduled my Demo, I informed him I own the property and not a business. ******* NEVER mentioned that in order to receive a epayments I needed a business account. It's advertised that even "If you own your own property this software will be great for you." The call with ******* was recorded and in the recording he never mentions I needed to have a business bank account to receive epayments. This is false advertising. Failing to disclose this information is deceitful and not honest. Most people that own their own rentals don't have a business bank account, if they don't have a LLC. This would have been the determining factor as to deciding which software I would have chosen. I even scheduled a demo to ask all of my questions and get answers. I didn't just sign up and not ask any questions. I went to the source to get answers by scheduling a demo and was still mislead. This is not fair me or another other small time property owner looking for the right property managing company or software.

  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. 

  [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,

  Rajanae

   

   

  

  Business Response

  Date: 03/13/2023

  Hi *******,

  We're sorry to hear that you feel we did not properly disclose the requirement for a business bank account for our ePay service. We work hard to ensure all of our sales and customer care teams are trained and that we have plenty of information on our website and in the application.  We want to make sure you have a positive experience with Buildium. You will receive a credit equal to one months subscription fee on your next months invoice. This is a one time courtesy credit. Thank you again for your feedback.

   

  Best,

  The Buildium Team

• Initial Complaint

  Date:10/11/2022

  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.

  Buildium is an online real estate management software which I used starting last year. This year, my annual subscription of $540 was auto-renewed on June 30th. Soon after, the software's key feature, auto-reconciliation of transactions and bank accounts, stopped working. They have said they are working on a fix, but this feature still hasn't been fixed, and I have had to switch to a different software service. I asked Buildium for a refund, and they told me I had to cancelled my subscription first, which I did. Then they told me they would not issue a refund.I then sent a formal complaint to them on 10/06/22, and they have not responded.

  

  Business Response

  Date: 10/17/2022

  Hi ****,
  

  Thank you for your honest feedback. Our Auto reconciliation feature with ****** has not been working for some of our customers and we are currently working on upgrades to our integration that should resolve this issue. Our ************* team recently reached out to you about getting access to test and use the upgraded auto reconciliation feature when it enters beta tomorrow.They advised that after discussing this, you still want to move on from Buildium. We're sorry to see you go and will be issuing a refund shortly.

  Best,

  The Buildium Team