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:08/05/2024

  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.

  In February and March of this year Appfolio submitted duplicated charges to my bank account for monthly assessment. The charges were submitted on 02/25/24,02/29/24,03/25/24,03/9/24. Those were an unauthorized charges. I'm requesting Appfolio an explanation to those unauthorized charges and refund an unauthorized charges. Who approved dublicate charges?

  

  Business Response

  Date: 08/12/2024

  AppFolio has contacted consumer’s property management company and has requested they follow up on this matter directly with their tenant.  If the property manager has any questions, they may contact AppFolio for assistance.

  Customer Answer

  Date: 08/13/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22096629, and find that this resolution is satisfactory to me.
  
  Regards,
  
  N*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/25/2024

  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.

  I have been trying to cancel my account since my company merged with another Appfolio client and we have gotten zero assistance from Appfolio or responses. I need to plan when my account will be shut off and need help getting my data out. DO NOT CLOSE THE ACCOUNT WITHOUT OUR APPROVAL.

  

  Business Response

  Date: 07/25/2024

  AppFolio billing team sent an email to this consumer's "apmhelp" email on July 11 with confirmation that it received the previously requested documentation, would be waiving the termination fee on the account, the date the account will be closed (Aug 1) and instructions on how to download any relevant docs.  If there are any additional questions, the consumer may contact AppFolio customer care for further assistance.

  Customer Answer

  Date: 07/25/2024

  
  
  Complaint: 22041758
  
  I am rejecting this response because: we have never gotten a response and we never got this information and we need more time to close our account AppFolio has refused to help us download our data and is now going to delete it all. 
  
  Regards,
  
  D** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/29/2024

  We understand the customer spoke with a member of our Customer Care team who attempted to answer this customer's questions. If there are any additional questions, the customer may contact AppFolio customer care for further assistance.

• Initial Complaint

  Date:07/22/2024

  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.

  My property management company uses this service to process rent payments and for the month of July my bank account was debited twice, with no record of the second transaction on the online portal. The property management company directed me to talk to Appfolio, directly, Appfolio has no customer service numbers available for tenants. Now, I’m reading that this double debit is a common problem and error committed by Appfolio, and over $1000 of my money is floating around somewhere. There’s been no communication from this company about this issue and no instructions on how to resolve it. This needs to be fixed immediately.

  

  Business Response

  Date: 07/23/2024

  AppFolio has reached out to this consumer via personal email in an effort to resolve this issue.  After reviewing the message, should the consumer have any questions, they should contact their Property Manager who can contact AppFolio directly for assistance. We apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:07/05/2024

  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.

  My HOA uses AppFolio forvour HOA fees. Minecare High, almost $500 a month. I have my payments set up theough AppFolio to pay my full dues on the first of each month. This month on July 2,2024, AppFolio took 2 payments. I was not behind. They just took 2 payments out of my checking account. I called my HOA, they only received 1 payment from AppFolio. The HOA said that the AppFolio system said the knew they had a double debt issue and were working on it. Well I asked my HOA what I am to do if I start bouncing checks as a result of this. They told me to get reimbursed from AppFolio. Here it is more than 24 hours later, tomorrow is a holiday and the money has still not been returned to my account. Note there is no email, fax, or phone number for people who just pay theough AppFolio to call. They just say to call my HOA. But HOA never got the money. I understand system glitches can hapoen, but the money should have been put back in my account within 24 hours.

  

  Business Response

  Date: 07/08/2024

  Thank you for your message. AppFolio is aware of this issue and has been actively working to resolve this matter with urgency. We are communicating with Property Managers on a solution and will reach out to impacted residents with any next steps or recommendations as soon as possible. In the interim, should you have any questions, please contact your Property Manager who can contact AppFolio directly for assistance. We apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:07/02/2024

  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.

  App Folio's software for online tenant payments took $2,400 from my bank account duplicating a rental payment. There is absolutely no way to get in touch with anyone from this company!! It blows my mind these people are still in business after reading their reviews!

  

  Business Response

  Date: 07/08/2024

  Thank you for your message. AppFolio is aware of this issue and has been actively working to resolve this matter with urgency. We are communicating with Property Managers on a solution and will reach out to impacted residents with any next steps or recommendations as soon as possible. In the interim, should you have any questions, please contact your Property Manager who can contact AppFolio directly for assistance. We apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:07/02/2024

  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.

  My issues with Appfolio are: 1. They charge exorbitant fees if an ACH transaction doesn't go through, even though this costs them nothing. 2. They won't talk to tenants, claiming we should "talk to our landlords" but then our landlords all say, it's an "Appfolio issue, “and there’s nothing we can do.” ?3. After all that… you get locked out of their online portal for 3 months and have to pay your rent at Walmart. This is a company that has terrible customer service and makes sloppy technical products. If you can’t support your product, you shouldn't be in business. From the string of other consumer complaints I’ve read on the BBB website, Appfolio just sends condescending form letters as responses. I’d like to avoid getting one of those, so…

  

  Business Response

  Date: 07/03/2024

  Thank you for your feedback.  AppFolio will take these comments under advisement. 

  Customer Answer

  Date: 07/07/2024

  
  
  Complaint: 21931584
  
  I am rejecting this response because: they didn't offer an actual solution. As usual, they paid lipservice while lazily collecting checks for their lazy, half-baked product. What do I do in the future to avoid their usury fees? Or, if I have a billing question? They say to contact my property manager, but the property manager can't tell if a payment went through, and they can't re-run a payment. And, the property manager doesn't know how many times a payment gets run, or if it's going to be returned NSF. Appfolio needs to provide customer service. 

  Additionally... Appfolio has cost me $150. This could have been avoided by answering a simple phone call.

  Now, I want them to send me a check to reimburse me for the $150 by the end of the month. 

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

  
  

  

  Business Response

  Date: 07/08/2024

  AppFolio Property Manager 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.  Any issues you may be experiencing with your tenant portal or otherwise should be communicated to your Property Manager, who can in turn contact AppFolio directly for assistance.

• Initial Complaint

  Date:07/01/2024

  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.

  We recently signed up to have Appfolio. Once I signed the onboarding agreement and submitted payment for $2926.00 we were presented with a credit application which we were not able to complete due to this being a non-profit 503c. I notified the rep within a few hours that we would not be proceeding with their service due to the credit check an they immediately said no refunds for onboarding fee. They then processed the payment and are charging us another $3736.92 for a cancellation fee. In total they are charging us $6662.92 for nothing. We submitted our cancellation within 24 hours and want our money back as we did not use their service. If we were told prior to submitting the onboarding fee that we needed to have our credit run, we would have never proceeded with their services. At this point I feel like I was tricked and stolen from. We do not have $6662.92 to pay. We provide housing for low income seniors and are a non-profit organization categorized as a 503c.

  

  Business Response

  Date: 07/08/2024

  AppFolio has waived the Early Termination Fee for this customer.  Should there be any additional questions, the customer should feel free to contact our Customer Care team.
  
  

  Customer Answer

  Date: 07/09/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21926541, and find that this resolution is satisfactory to me.
  
  Regards,
  
  M****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/01/2024

  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.

  I set up the auto-payment feature to pay my rent for 1,000 dollars, on March I was charged twice for a total of 2000, and then again in May, a total of 2000 was charged to my account. I issued a stop payment and the Management Property that uses AppFolio for it's services are charged me $50 for the stop-payment enforced by my bank. I originally issued a stop payment because my Mangement Property told me that it would take two weeks for me to get a refund. I cancelled my autopayment feature to avoid this issue for occuring again, and the autopayment feature still shows up as being set-up and scheduled to be completed. I want them to cover the $50.00 fee and to remove the autopayment from my account. I've contacted costumer service but the phone number is useless and I cannot be helped by a real customer service representative.

  

  Business Response

  Date: 07/03/2024

  AppFolio Property Manager is a 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. As your Property Manager would be the recipient of any payment, any additional fee charged by your Property Manager related to the bank enforced stop payment, should be addressed directly with them. In addition, any concerns with auto payments still showing as active, should be communicated to your Property Manager - who in turn can contact AppFolio for assistance, if necessary.

• Initial Complaint

  Date:05/02/2024

  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.

  APPFOLIO, INC, ** ********* **, Goleta, CA 93117-3027 has deducted $2.49 from my checking account for the last three months on the following dates: Feb 20, Mar 19, and Apr 17, 2024. I did not authorized this payment and have never been in touch with Appfolio Inc. I would like to know how Appfolio obtained my banking information. I am a senior citizen of 76 years of age living on a fixed income in one of the most expensive states in the USA, unexpected and unauthorized charges can not be tolerated. I believe that such unauthorized charges should be termed as elder abuse. Attempts to contact Appfolio have proven futile. I have telephoned them on five different occasions in attempt to speak to one on their agents but have been automatically disconnected after being put on hold for extended periods. I left two phone messages requesting that they contact me but to date there has been no response.

  

  Business Response

  Date: 05/03/2024

  AppFolio Property Manager is a property management software tool used by property management companies to run their day to day operations. AppFolio is the tool the property managers use to initiate and record transactions to their tenants and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and owners a transaction fee to support the use of AppFolio’s full suite of products, including the convenience of making electronic payments, tracking payments, and scheduling payments. Previously, AppFolio waived the transaction fee to tenants and owners for ACH, but have since made a business decision to remove that waiver. We have provided tenants and owners notice of this change as required by applicable law, rule or regulation prior to removing our waiver of this transaction fee.

  Customer Answer

  Date: 05/06/2024

  
  
  Complaint: 21658187
  
  I am rejecting this response because: AppFolio, Inc has not refunded my money. They have not stopped the unauthorized monthly deduction of $2.47 and have not shown where and when I have contracted with them. This is an unwarranted and illegal monthly deduction of my money. At no time did I contract with this company. I manage my rental property. I do not have a property manager. I do not know who contracted with AppFolio, Inc, I only know that I did not contract with them and the funds that they are deducting from my bank account are unauthorized; and as I am a Senior Citizen this action should be classified as “Senior Citizen Abuse.”
  Regards,
  
  C****** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/07/2024

  AppFolio Property Manager is a property management software tool used by property management companies to run their day to day operations. This applies to Homeowner Associations as well. 

  We recommend consulting with your HOA.  As previously mentioned, AppFolio is the tool the property managers (or HOAs) use to initiate and record transactions to their tenants and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and owners a transaction fee to support the use of AppFolio’s full suite of products, including the convenience of making electronic payments, tracking payments, and scheduling payments. Previously, AppFolio waived the transaction fee to tenants and owners for ACH, but have since made a business decision to remove that waiver. We have provided tenants and owners notice of this change as required by applicable law, rule or regulation prior to removing our waiver of this transaction fee.

  Customer Answer

  Date: 05/07/2024

  
  
  Complaint: 21658187
  
  I am rejecting this response because my rental property does not belong to nor does it have a HOA. This is a privately owned dwelling. I also do not have a property manager. I manage my Rental property. At no time did I contact  AppFolio, Inc. AppFolio is making fraudulent claims. Show me the contract and my AppFolio, Inc to allow AppFolio, Inc to deduct money from my bank account. This is fraud and Elder abuse. 
  Note: I am forwarding a copy of this complaint to my congress person for assistance.

  Best Regards,
  
  C****** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/26/2024

  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.

  I have previously disputed (MYND PROPERTY MANAGEMENT and CASE NO. *********392) with APPFOLIO CONSUMER RELATIONS. In response the bureau “verified” the derogatory account as accurate. They didn’t provide supported information that the disputed record has been verified with the judicial source. They are reporting misleading and inaccurate information on my consumer reports. I have contacted the court and submitted a copy of your responded letter. It is clear courts DO NOT report and provide public records to any credit bureaus for the matter. Also, disputed this with MYND PROPERTY MANAGEMENT and they provided accurate information to me. APPFOLIO CONSUMER RELATIONS, original response verifying the account with the court was either an error(s) or a lie. Either way, the reporting requirements do not comply and have multiple violations with FCRA 611, 15 USC 1681e(b), 1681i, 1692e(5), and 1692e (11) to the credit bureaus. By willfully violating the FCRA, I have contacted my attorney to prepare documents for ligation seeking relief and monetary damages. This inaccurate reporting violation caused suffering damages, including denial of credit, frustration, stress, embarrassment, humiliation, and homelessness. I don’t believe this account is verified accurately. Delete and permanently expunge from my consumer report, immediately. Defendant: S***** J**** Address: AVALON LN BAYTOWN TX Case: *********392 Court: HARRIS COUNTY COURT HOUSTON, HARRIS Plaintiff: ADAMSON*JOEL Notice Type Disposition Disposition Date Filing Date Judgement Date Judgement Amount †— PLAINTIFF — 10/28/2022 11/16/2022 $8,537 ORDER OF DISMISSAL on 3-22-2023 ENCLOSED: see accurate supporting attachments

  

  Business Response

  Date: 04/29/2024

  Per the consumer’s request, AppFolio filed a dispute for the record on the consumer’s tenant screening report.  AppFolio investigated the consumer’s claim and resolved the dispute. As a result, the information contained in the original report has been revised, and we have provided an updated copy of the report to the property manager.