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:05/05/2025

  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.

  Their website is set up such that when you go to update your autopay amount, instead of replacing the old invoice it just charges you both of them. There is then no way for you, a tenant, to get a hold of anyone at their company. I have repeatedly called my rental company about this, but they claim they can't send any money out because it's all in Appfolio's hands.

  

  Business Response

  Date: 05/08/2025

  We recommend the consumer either contact their property manager for resolution or dispute the charges directly with their banking institution.  AppFolio does not have access to tenant payments. If the property management company is unable to resolve the issue, they can submit a request AppFolio for support or to answer any questions.

  Customer Answer

  Date: 05/08/2025

  
  
  I am rejecting this response because:

   

  The property management company has submitted a request to AppFolio and AppFolio still wouldn't do anything. As well, the money has not yet been passed on to the property management company, so that means that it is sitting in an AppFolio account. The notion that a payment platform can only receive money but never send it out is a clear and obvious lie. 
  
  Regards,
  
  **** ***********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 05/09/2025

  AppFolio Property Manager ("APM") is a property management software through which Property Managers are able to process payment transactions online. AppFolio is the tool the Property manager uses to initiate and record transactions. All fees are determined by the property management company who would also be the recipient of any payment. AppFolio does not hold any funds from applicants or tenants at any time.  If the consumer's property management company is unable to resolve the issue (or contact AppFolio with questions or for support), we recommend the consumer dispute the charges directly with their banking institution.

  Customer Answer

  Date: 05/09/2025

  
  
  I am rejecting this response because:

   

  You are a payment platform.  You charge fees to both tenants and property management companies.  If the funds have already been sent along to the property management company (which they say has not happened), then you can charge the property management company for the money stolen.  If you somehow are unable to use your own payment platform to make payments, I recommend you either send me the money via Zelle or arrive on my doorstep with a check in hand. 

  
  
  Regards,
  
  **** ***********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service 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.

  TERRIBLE SERVICE. THIS COMPANY HAS REALLY GONE DOWN HILL FAST. I HAVE SUBMITTED 5 SEPARATE REQUESTS FOR A PHONE CALL AND HELP. ALMOST EVERY TIME THEY start to help and then CLOSE THE CASE BECAUSE I DON"T RESPOND IN TIME AND THERE IS NO WAY TO REOPEN THE CASE. SO FRUSTRATING. I HAVE TO START OVER EACH TIME. SEVERAL MONTHS GONE BY ALREADY WITH NO RESOLUTION. HELP HELP HELP!!!! THIS SUCKS! SO UNHAPPY WITH THIS TEAM NOW AFTER MORE THAN 10 YEARS.

  

  Business Response

  Date: 03/18/2025

  AppFolio customer care has been communicating with this customer as recently as March 18.  If the matter remains unresolved we recommend the customer contact customer care for additional assistance.

  Customer Answer

  Date: 03/18/2025

  
  Complaint: 23035727
  
  I am rejecting this response because: The closed by case for the 7th time and if their solution does not work, I will have to start over AGAIN. Terrible policy to close clases in such a short time and force customers to start a new case instead of reopening old cases. This is basic customer service.
  
  Regards,
  
  M******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/21/2025

  We appreciate the feedback and AppFolio customer care will attempt to contact this customer directly in an effort to resolve this issue.

  Customer Answer

  Date: 03/24/2025

  
  
  Complaint: 23035727
  
  I am rejecting this response because: They continue with their TERRIBLE policy to close cases within 24 hours and refuse to reopen cases forcing you to start over from the beginning with a new person and lose any progress that has been made.
  
  Regards,
  
  M****** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/24/2025

  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'm in the process of finding an apartment for my mom. She had been living with one of my siblings since the passing of my father. The place she wanted, required her to have a cosigner. Since I have good income and credit, I applied for her; plus she's my mom. The company used AppFolio. I wasn't concerned until I got a copy of the "tenant screening". I dont understand why they would report my credit score over 60 points less than what it is. I called them and got an automated message and told to leave information regarding my dispute. I called the rental company and volunteered to supply all three of the major credit bureau reports. Im so worried about my mother. I'll help her with another place, but I will forever avoid anyone else using AppFolio.

  

  Business Response

  Date: 03/21/2025

  AppFolio’s Consumer Relations Team (“CR Team”) will be reaching out to this consumer to discuss the credit score and other information shown on her report and how the score was generated. 
  
  

• Initial Complaint

  Date:02/24/2025

  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.

  This software has been a joke since day one. It is very difficult to use and finally reached a point where I am fed up and I just want to cancel, but to even talk to someone to find out how to cancel has been next to impossible. Apparently, the only way that I have found to cancel their horribly run software is to send a letter. Essentially after they collect your money and give you minimal guidance you basically cannot cancel or contact anyone. We tried using the AI they provide, nothing. So I set up a call which took a week to set up only to have them not call me. That was after I emailed my original contacts who brushed me off and then eventually just stopped responding to my emails. I even tried to call the 800 number and after 20 minutes on hold they hung up on me. We had a call set up for a Monday (I asked to speak to someone the preceding Tuesday...how can you run a company when it takes a week to get your issues answered) and they never called. I even filled out a survey saying how bad the company was. After two weeks some reached out and wanted to schedule a call. I said sure, then never heard back. Even now today I tried to set up another call and once again I have to wait till Monday a full five days before I can speak to a human. All I want at this point is to cancel the software. As a UCSB grad I am sad that such a grift of a company exists next to my university. After reading the reviews this software seems like a scam and everyone seems to be complaining about customers service, trying to cancel and excess billing.

  

  Business Response

  Date: 03/24/2025

  AppFolio contacted this customer March 5, 2025 acknowledging their request and requesting an email response confirmation and has not yet received a response.  Should the customer still wish to cancel, they can respond to the email sent on March 5th or feel free to contact AppFolio's customer care for further assistance with this matter.  

• Initial Complaint

  Date:11/07/2024

  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 got scammed by this company for 75 USD. I only signed up for the fee because of a fraudulent misrepresentation. I lived over 10 years abroad and don't have a credit score anymore. I know my report said "Un-scoreable" and "N/A". Since I started a gov job with a 6 fig income, they assured me that my credit score would not be relevant but then rejected me because my credit score was too low. They promised in writing (attached) to reimburse but did not. They claim that "they rendered their services". Appfolio claims that "services were rendered" which is true, but only under a fraudulent misrepresentation.

  

  Business Response

  Date: 11/20/2024

  AppFolio Property Manager ("APM") is a subscription based property management software through which property managers are able to process payment transactions online. AppFolio is the tool the Property manager uses to initiate and record transactions. All fees associated with rental applications are determined by the property management company who would also be the recipient of any payment for a rental application. If you feel you were charged for services you did not receive, you should contact the property manager you applied with or dispute those charges directly with your banking institution.

  Customer Answer

  Date: 11/21/2024

  
  
  Complaint: 22523690
  
  I am rejecting this response because: It does not address the issue.

  This was a fraudulent misrepresentation. Yes, the services were rendered, but only under a false pretense. You can claim that a customer of yours did that and that you have no involvement.

  I will write a complaint to the FTC about this.

  Regards,
  
  J*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/04/2024

  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.

  Inaccurate balances, inaccurate & incorrect accounting and reporting of payments made. Adding monthly rent before due date, a week and or weeks before actual due date. Stocking up the balance, payments not subtracted from balance of rent, inaccurate reporting of payments made.

  

  Business Response

  Date: 11/07/2024

  AppFolio Property Manager (“APM”) is a software through which property managers are able to process payment transactions online. APM is the tool the property manager uses to initiate and record transactions. The property management company would also be the recipient of any payments. If you feel there are errors in your statements, we recommend sharing your attached documentation with your property manager for review and should they have any additional questions, they can contact AppFolio for assistance.
  

  Customer Answer

  Date: 11/07/2024

  
  
  Complaint: 22511268
  
  I am rejecting this response because:

  I've talk & discussed this with the owner of the property multiple times. Nothing is do, goes ignored, and wether it's the property management, owner, AppFolio, whom ever it is...... It continues and continues and continues and continues 

  
  Regards,
  
  A****** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/03/2024

  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.

  Apartment complex only uses AppFolio. I had set up auto pay and on the first of this month took out my rent twice! Went to office they said I had to call Appflio and gave me a number which said if payment trouble go thru property manager!!! No one helping me. Never was contacted by anyone from AppFolio. Left messages. Nothing. Now I am out thousands of dollars. Help

  

  Business Response

  Date: 10/08/2024

  AppFolio Property Manager (“APM”)  is a software through which property managers are able to process payment transactions online (including initiating and recording transactions). Property managers would also be the recipient of any payments.  AppFolio has reached out to this consumer’s property management company to contact this consumer directly to resolve this matter. 

• Initial Complaint

  Date:09/23/2024

  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.

  Appling to rent an apartment. This "screening service" low balled my credit score. I disputed,I was told they use vantage score 3.0,when I checked my score it was almost 30 points above what they said. I lost out on a great apartment due to their reporting errors.

  

  Business Response

  Date: 09/23/2024

  In response to the Consumer’s complaint regarding an alleged discrepancy in his consumer report, AppFolio’s Consumer Relations Team (“CR Team”) reached out via email to discuss the credit score and how the score was generated.  AppFolio's CR attempted to help the consumer understand where the data comes from and how the score was calculated.  The Consumer can reach back out to Consumer Relations at the number provided in the email message, should he have any questions.  

  Customer Answer

  Date: 09/24/2024

  
  Complaint: 22324851
  
  I am rejecting this response because: they did nothing but talk in circles,told me they use a certain model,then when I found the same model they claim to use,my score was significantly higher then what they report. I feel this is unfair credit reporting.
  
  Regards,
  
  M*** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/25/2024

  The Consumer can reach back out to Consumer Relations at the number provided in the email message sent to him, should he have any additional questions about how his credit score was generated.  
  
  

  Customer Answer

  Date: 09/26/2024

  
  
  Complaint: 22324851
  
  I am rejecting this response because: I understand how the score is calculated, it did not match and was well below the 3 credit reporting agencies.So either the 3  agencies are all wrong or appfolio is using bad information/unfair credit reporting.
  
  Regards,
  
  M*** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/20/2024

  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 requested a copy of my tenant screening history report 8/14 that used to approved for an apartment rented 2021 in the state of Texas. I have explained to the representative at this company that my identity was stolen and used to rent the apartment. I have never lived nor visited the state of Texas. The representative told me a copy the company does nit send copies of tenant screening history reports after 3 years but would speak with her manager about an exception due to identity fraud. The representative sent me an email with a link to complete an identity affidavit and return with my ID. I submitted the information needed but haven’t received a confirmation. I also have been calling the company since last week leaving several messages but have not received a response.

  

  Business Response

  Date: 08/23/2024

   AppFolio consumer relations team reached out to the consumer to answer any questions and send the requested report.

• Initial Complaint

  Date:08/20/2024

  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.

  Regarding AppFolio, a property management software that has subjected me to a frustrating and unacceptable experience over the last nearly 10 years as a customer. My primary grievances involve their outrageous cancellation policies, lack of support, and consistently poor customer service. Throughout my long tenure with AppFolio, I have experienced numerous issues with their software, including bugs and functionality problems that have severely hindered my ability to manage my properties effectively. Despite my dissatisfaction, I have yet to receive any meaningful support or solutions to these problems from their customer service team. Recently, I made multiple requests to discontinue my service due to these ongoing issues, only to be met with the shocking revelation of a cancellation fee amounting to 50% of the remaining balance. This policy is completely unacceptable, especially considering my long-term loyalty to the company. It feels like a trap designed to force customers into continuing a service they no longer wish to use. Furthermore, it is evident that AppFolio deliberately delays their responses to customer inquiries, seemingly in an attempt to extract another month of membership fees. This unethical practice not only reflects a blatant disregard for their customers’ time and needs but also adds to the overall frustration of dealing with this company. Despite my commitment as a customer for almost a decade, AppFolio has offered nothing in return for my loyalty, leaving me feeling undervalued and frustrated. Their refusal to acknowledge the issues I've faced and their insistence on an outrageous cancellation fee only compounds the lack of respect shown to loyal customers. I strongly urge the Better Business Bureau to investigate AppFolio's business practices and hold them accountable for their numerous unethical policies and subpar service.

  

  Business Response

  Date: 08/21/2024

  AppFolio would like to thank the customer for this feedback and will take these comments under advisement.  Any additional questions or concerns can be addressed with our customer care team.