Often, I find the support team to be a bit slow, with problems that come up typically taking about a week to receive a meaningful response. Like all tech companies, which Built is at its core, development teams face occasional layoffs, the most recent of which affected new products that were in the process of being implemented.
We've run into times when unfinished products that I would barely think of as out of alpha testing were pushed to go live in a capacity that cost users money, despite being unfinished. Features I was expected to use daily were often sluggish, nearly impossible to use, or were unpolished to a fault, resulting in an awfule user experience. Over the course of a year, the product was slowly improved until it has reached a state that I'd find acceptable as a beta test, but it's still a release product. Even now, those features have had most of their development resources redirected to other projects, and several of our early concerns haven't been implemented, with some being clearly indicated as not important to Built's upper management, despite the importance to us as a customer. I often find that our liason with Built seems to not communicate our concerns as well, preferring to talk directly with Built staff that are closer tied to the development of products themselves, as talking with our expected primary contact rarely seems to reach the development team's ears.
Overall, Built faces the downsides of most tech companies, with upper management that seems detached from customer needs and wants, a clear lack of support for their development staff, and a focus on looking pretty, even at the cost of user experience. It also struggles from a lack of proper client support with poor communication from support and client success staff. Review collected by and hosted on G2.com.