AppFolio Property ManagerReviews of appfolio.com

AppFolio.com has made a fraudulent charge on my bank account. Notified the authorities and will follow through till someone is arrested.

If nothing goes wrong, AppFolio is a good property management software choice. If something goes wrong, such as they deduct money from your bank account but do not provide ANY reason for doing so, you are on your own and hung out to dry. I have been waiting for customer support to resolve this issue for THREE WEEKS. I am unable to get any help after many emails and phone calls. Their telephone support is just a loop of messages and instructions on how to leave a message or get a call back. No one ever calls you back. Appfolio "service" is just a word they like to use; they don't actually provide service. It is deplorable what they do to their customers. I'm looking into switching services even though that is a big pain. (They know this and that is why they get away with such horrendous customer service.) Two days after posting this review, and calling and emailing AppFolio yet again, I received a non-specific reply from AppFolio on Trustpilot. I still have not received any information in my email or voicemail as to WHOSE check(s) were NSF'ed. THAT SHOULD HAVE BEEN DONE WHEN AppFolio took $600 out of our bank account and before we had to spend three weeks of phone calls and emails waiting for someone to resolve the issue. I hope I will hear from them today so that we deduct the $600 on our books, notify the tenant(s) and reconcile our bank account. They still have not addressed the main issue: not notifying a customer at the time they deduct funds from a bank account, and not making any effort thereafter to inform the customer of the deduction despite our repeated pleas for said information.

Customer service is horrible. They do not care about their clients. All they care about is what is best for them and signing on new people. They barley help you with anything and make everything very difficult and cumbersome. Setting up a call with them is like pulling teeth and when you finally do get them on the phone they act as if they are doing you a favor just by answering. Horrible, just horrible company.

Software works well, but if you have a question and need support from appfolio staff they are not timely..... and of course when you need them its usually when your trying to provide a report by a deadline, pay an owner by a deadline or assist a tenant by a deadline. These types of things cant wait weeks and at year end I heard so many excuses when I would actually get a call it was very frustrating. If you don't get help from the support person that takes your support ticket and you ask for someone more knowledgeable or you ask for a manager, they will tell you they cant give you that persons name or number. They will circumvent your request over and over.

The issue was not resolved.

I'm pretty disappointed. We transitioned to appfolio a few months ago. We were promised to have all the support we need - it's been a nightmare since we switched and communication has been horrible. A few months in, we've spent countless hours trying to use incorrect instructions from appfolio. This month we've been requesting a support call to fix errors since the 10th. It's now 13 days later with no appointment set. Last week, we called and left 20 voicemails with no response. We've submitted support requests online... I'm at a loss as to what to do. And am now leaving a negative review (which I hate to do), in hopes of having our issues resolved. Appfolio, please follow through and give your users the support they need and that you promised. We need an appointment scheduled for Wednesday or Thursday of this week. My cell number is: 802-318-7654. Please call ASAP with a day and time for a support call.

We have been with Appfolio for about a year now. The platform and technology is decent, however the customer service is HORRIBLE. I cannot emphasize enough how much they have let us down when we needed them. For instance (this is just the latest example but there are more), I have been trying to resolve a VERY serious and VERY time sensitive problem for over a month. The problem is that our vacancies are not posting to advertising sites properly...very important stuff. Our leasing season right now feels like we are fighting with both hands tied behind our backs because our listings are not being advertised on the partner sites! I asked them to look into this at the end of March by reaching out to them via their chat feature. I was told that they would look into and get back to me. I got no response and after two weeks I asked for a call with someone so they could see the problem with me on the phone. I spent 20 minutes on a call with Sydney, who seemed to understand the problem at the time. I gave Sydney the benefit of the doubt and waited for her to let me know what was being done. I waited for almost a week and after hearing nothing (again time sensitive problem), I sent her a follow up email. Her reply was that they had contacted Apartments.com about why the ad was not working. Side note, when we spoke we determined that the apartments.com feed was not working because they were switching to a paid model...so there was no reason for anyone to contact them. It is every other site that needed checked into! I became obviously frustrated as it appeared as though no progress had been made in 3 weeks! I emailed Sydney back 2 more times after this and she gave NO RESPONSE. I got back on their chat service (you cannot actually call them) and asked for a manager to call me. I gave them the case # and I was assured that a manager would reach out to let me know why no one has fixed the problem, or at the very least followed up with me to let me know what has been done. It has been 3 days since the chat and NO ONE has reached out to me! It is beyond comprehension. I am not expecting them to tell me that everything is fixed, I am realistic. I do however expect them to do what they say they are going to do, like reach out to me. It is painfully and regretfully clear that AppFolio does not value their customers. If they did, they would at least follow up with you and let you know what they are doing while they work on a solution. I have been BEGGING them to help me with a problem that is directly tied to providing for my family, and they do not seem to have any sense of urgency. Early on, before I understood these things, I referred another friend to them and they have treated him with the same lack of concern. I regret that I told him about the service as it has negatively impacted his business too. We regret that we switched to AppFolio and hope that they will see these reviews and make some fundamental changes about how they go about treating their customers. Again, the product is pretty good, but when there is a problem, it is a nightmare. Nick Lamatrice Venice Properties

So AppFolio takes hold of my apartment complex in Nebraska my rent went up twenty bucks and apparently AppFolio also is handling the rubs which is also new. My rent increased eighty bucks won’t take e checks made my rent late I’m not using as much water and gas as I’m being charged for there are no sub meters only for electric which is a private account in my name. This is dumb took my 849 dollar apartment with utilities and water included and turned it into a nine hundred plus a month. If the company is charging my a five dollar fee dies that mean AppFolio is selling me my utilities back to at a higher charge I think it’s illegal to be a third party gas and water supplier