AppFolio Property ManagerReviews of appfolio.com

For the past 12 years, I have been using AppFolio for my property management business, and I have watched as their customer service has gone from excellent to extremely poor. Recently, I returned a security deposit to a tenant who claimed that he did not enter the bank account number where the funds were transferred. I begged the agent to escalate the issue to the legal team, but he never did. I had to search on Google for the legal team email and when they finally responded, they informed me that they could not file a claim for that transaction. As a result, I lost $8,000. Additionally, I requested that the option for tenants to pay by credit card be removed due to issues with chargebacks, but I was told that this isn't possible. Instead, I have to disable online payments on each tenant's page manually. Smaller property management software has this option. What happened to the exceptional customer service I experienced when I started using this platform? Rather than feeling that the company is protecting my business, I now think I’ve lost a significant amount of money, and no one seems to care.

I appreciated the intent behind these sessions and the focus on valuable subjects, but I feel compelled to point out something that others may not have noticed or may be hesitant to share: there was an overwhelming lack of actionable takeaways. This is a huge deal, especially for the money it costs us to pull this off and take time away from work and family. While introducing us to these concepts is a start, it’s simply not enough. We don’t just need an introduction to new ideas; we need a clear roadmap on how to integrate these concepts into our companies, operate these new systems, and engage and train our teams effectively. Without these crucial steps, the content feels incomplete and nearly impossible to implement, and is something I would never leave out in my own talks, trainings, etc. no matter who is my audience. If you’re aiming to bring real change, you need to provide us with actionable steps. An introduction to a "great new thing" is enticing, but without guidance on how to incorporate it into daily practice, it will stay just that—a great idea on paper. The more specific, actionable items you give us, the more likely we are to sign on, adopt, and fully embrace these changes in our organizations. In the end, if I leave without knowing how to take these next steps, the content won’t make it into my workflow. I encourage the team behind this to consider the importance of providing concrete actions. It’s the difference between inspiring us and equipping us to actually implement change.

Customer service has become very hard to come by. Obnoxious change to tenant ach fees shows the arrogant nature of this company. Their "vote" method of improving things sucks, especially when you just need something done.

We’ve been with Appfolio since 2014 and they aren’t keeping up with the time. Unless you’re a huge company but then they charge extra. ACH from owners & tenants used to be free but now it’s either $2.49 to the owner/tenant or $1 flat rate to the PM on our subscription. We went from paying $2/unit/mo to now over $5. When is the nickel and dime charge and rate hikes going to stop. We’re now evaluating other PMS which have open APIs and part of their based flat rate pricing model. Seriously look elsewhere like rentvine, buildium or another PMS.

This site is very user-friendly, but I would rather not be charged a transaction fee, ESPECIALLY when I pay rent with bank account information (it makes sense with a credit card)!

Customer service is extremely lacking. You leave a request for help via a chat box. It is then 24-48 hours before someone reaches out to you via email. Then they may answer your question, or they may not. Help is: An email question/answer PER DAY, which is actually a link to their help page. I've been having the same conversation about one item for 7 days. They will answer you once per day, then you reply and it's the next day before you get a non-helpful LINK to the help page to find/figure out your answer. I am on person #2, no answer in sight to resolve the issue. He said, "I am about to call you." My phone never rang. Literally, 1 min later he emailed - "Hey, I left you a vm because you didn't answer." Um, no, you literally didn't call me and there is no VM on my phone to prove it. I ask, "Can you call me right back? Here is the number again" His response? "Oh, I'm full on calls at the moment. I can't. How does tomorrow work for you?" What? You can't call me 2 mins after you didn't call me? Now I have to wait another 24 hours!!!! HORRIBLE service.

AppFolio customer support is disappointing. There is no customer support phone number. So if you are in immediate need of help, here are your options: 1. Ask the community of Appfolio users how to solve your problem. This is interesting but also lame. As a paying customer, I don’t want to have to rely on other paying customers for support. 2. Watch a training video. Helpful but doesn’t help you solve issues where a person needs to be involved. 3. Attempt to do their live chat where there is the promise of receiving a response within a few minutes. Response times are slow and if you leave the chat when they respond, chances are you will have to wait even longer. Again, they do not have a phone number to call for support. You will have to wait for replies to your chat or email requests.

Great software and have been using for 10+ years now. It does exactly what we want the software to do however, we do not feel valued as a customer with the most recent price changes feel like they are trying to nickel and dime you along the way. Use to highly recommend but, would suggest looking around first before choosing now.