Complaints
Customer Complaints Summary
- 81 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/18/2024
Type: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 pay a bill of $119 a month for pool and insurance every month. I had $41 earlier than the autopay date and made a one-time payment of $41 with the idea that the autopay was off. With the $41 I had $82.49 left on my account to be paid for the pool, but AppFolio charged me an extra $41($40-2.49) on April 1st that reflected on my books. But the first $39 didn't show only the $2.49. And my property manager doesn't believe me.
Business Response
Date: 04/25/2024
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. The property management company would also be the recipient of any payments. If you feel you were charged in error, we recommend sharing your attached documentation with your property manager and should they have any additional questions, they can contact AppFolio for assistance.Customer Answer
Date: 04/25/2024
Complaint: 21591112
I am rejecting this response because: My property manager does not have a record of the one-time payment per conversation back on April 1st. On my bank statement, it shows two charges for $2.49 when usually it'll would make one charge.
Regards,
E******** **********Business Response
Date: 04/26/2024
The property management company would be the recipient of any payments. Again, we recommend sharing your attached documentation with your property manager and should they have any additional questions, they can contact AppFolio for assistance.Initial Complaint
Date:04/08/2024
Type: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 has been reporting false and inaccurate rental information about J**** ***** to my rental screening. The concerning issue is with Goldmark Property Management, which was paid off, and I requested that the account should be removed from my rental records. An Appfolio representative called me last month and informed me that Goldmark Property Management is no longer showing on my records in their database because it’s cleared. However, upon checking today, I saw it on my records, which is not clear, when another property management company ran my credit reports and it showed up.Business Response
Date: 04/11/2024
A representative from AppFolio reached out to this consumer by phone on April 9 requesting a callback, in an effort to resolve this matter and answer any consumer questions.Customer Answer
Date: 04/16/2024
Complaint: 21545930
I am rejecting this response because: they have not reach out to me to delete all false information reported to my rental history which is harming my rental history this is unacceptable.
Regards,
J**** *****Business Response
Date: 04/16/2024
A representative from AppFolio has reached out to this consumer on multiple occasions (4/9, 4/10 and 4/12). AppFolio is happy to engage with the consumer if he would respond to the voicemails left by AppFolio's Consumer Relations team.Customer Answer
Date: 04/16/2024
Complaint: 21545930
I am rejecting this response because:
I am declining this reply as they failed to contact me and address the inaccurate reporting by their organization. This type of reporting is detrimental to my rental record and is not permissible.
Regards,
J**** *****Initial Complaint
Date:04/03/2024
Type: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 used this company's software for many years now and they suddenly shut off my ability to use any of the screening functions that I pay for. They recently asked me to sign a new agreement and provide a picture of my workstation. I did timely completed both of these requests. Despite complying with their requests, they turned off my screening capabilities leaving me with no ability to lease my properties. I have tried contacting AppFolio multiple times but keep getting the run around. Their customer service is terrible! You cannot contact they via phone or email anymore, you have to contact them via chat but their chat support team does not handle the issue I am having and cannot help fix it. They also refuse to call me or put me in contact with someone that can help me resolve the issue. They have also now stopped responding to my messages all together. I am suddenly left unable to process rental applications through no fault of my own and have no way to work on the rental application I was working on. You should avoid using their software due to their terrible customer support and being unable to depend on the software without them disabling critical functions with no warning.Business Response
Date: 04/10/2024
Thank you for your message. Our records indicate an email message was sent on April 2nd requesting the necessary screening compliance items for your account. If you sent these items, we are not seeing them in our system and apologize for any inconvenience. You can reply to the April 2nd email and resubmit them at [email protected]. Thank you!Initial Complaint
Date:02/14/2024
Type: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 am a tenant at Head of Harbor South. I made a one-time rent payment for December 2023 but didn't save the bank account information to my profile. I had another bank account saved for autopay.
I paid January 2024 rent by check but resumed autopay through my saved bank account for February rent. Unfortunately it appears that AppFolio processed payment using the banking information for the one-time payment made in December, which is not my bank account. I have attempted to contact AppFolio but as noted in other listed complaints, AppFolio refuses to speak with tenants directly. Head of the Harbor property management says there is nothing they can do to reverse the unauthorized debits from the bank account but put me in touch with L** ****** at **********@appfolio.intercom-mail.com.
I e-mailed Ms. Carlos on February 9, 2024 requesting that AppFolio reverse the unauthorized debits but she never responded and to date the unauthorized ACH debits remain on the 3rd party's bank account.Business Response
Date: 02/15/2024
After reviewing consumer's complaint, we were able to establish that the account in question was still set up for Autopay and only recently deleted as of February 13, 2024 at 11:10 AM. We recommend the consumer either contact their property manager for resolution or dispute the charges directly with their banking institution.Customer Answer
Date: 02/15/2024
Complaint: 21289735
I am rejecting this response because the saved autopay account that I deleted was my own bank account ending in 5469. Had AppFolio debited that account then I would not be making this complaint.However, that is not the case. AppFolio, without authority, debited my mother's bank account at Community Bank which banking information was not saved on its website. It apparently stored the banking account from the one-time payment made in December 2023. It is these two unauthorized debits that must be reversed.
Regards,
A** ********Business Response
Date: 02/16/2024
AppFolio has contacted this consumer directly via email in order to provide further documentation in an effort to conclude this matter.Initial Complaint
Date:01/19/2024
Type: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.
We received a notice of Appfolio's new fee per e-check transaction a few months ago. I have never seen such a fee for a simple withdrawal from one's bank account. There is no way to pay rent without a fee -- if paid online, a fee for e-check; if paid in cash at a store as Appfolio advises, there is a separate fee. These fees are frivolous and highly ridiculous. Our rental company, TCS Management, has not sought to address the fees and passes them to each tenant. This fee is not referenced in our lease. Our lease has every expense itemized, netting down to one amount agreed to by the landlord and tenants. This fee has no place being borne by tenants who have no means of avoiding it. These are exactly the kinds of arbitrary fees targeted in the President's new initiative.Business Response
Date: 01/19/2024
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. While AppFolio provides software tools for property managers to manage their properties, AppFolio does not manage any properties itself. AppFolio is not a party to any leases, and therefore does not make any decisions on behalf of its property manager customers. Should the consumer have any additional questions, we would advise them to contact their property manager, who can then contact AppFolio.Customer Answer
Date: 01/22/2024
Complaint: 21166710
I am rejecting this response. I am asking the BBB to take a look at this case and prevent these frivolous fees from proliferating. Appfolio notes that transaction fees are necessary to maintain operations and represent the cost of providing convenience. I am not disputing that additional fees help fund the business. Any business is sure to be well-funded and cover the costs of operating by imposing fees with no way for customers to avoid them. The nature of this transaction fee is unnecessary. Appfolio is imposing fees directly onto the end-customer for simply accepting our rent payments. The best comparison would be accessing your credit card bill online, then seeing that your bill was marked up $2.50 to cover the cost of the servers retaining the transactions listed in your bill. Firms will always be able to rationalize additional fees to cover "x" cost of doing business. To continue the example from above, what is to stop Appfolio from charging tenants for the costs associated with their servers or the associated warehouse used for them? These types of fees unnecessarily create an environment that is cumbersome to transact within, weighing on the flow of commerce more broadly. Consumers have been inundated by junk fees, leading the current administration to tackle them directly with the perpetrators. The magnitude of the fee must be acknowledged at $2.50 per transaction; it is not a substantial sum of money, but a junk fee nonetheless.
Regards,
A***** *******Business Response
Date: 01/23/2024
As previously stated, 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: 01/28/2024
Complaint: 21166710
As mentioned before, tenants should not be bearing these costs. Tenants have no relationship nor agreement with Appfolio. Please pass these costs directly to the owners.
Regards,
A***** *******Initial Complaint
Date:01/10/2024
Type: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.
Since August 2023, AppFolio transacted $2.49 from my Truist bank account. We don't have customer-servant relationship. Don't know why?Business Response
Date: 01/16/2024
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.Initial Complaint
Date:01/10/2024
Type: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 provides APM Website Hosting of our website. The monthly charge is $99.00. They double charged us for the period Sept 2022 thr***h March 2023. Each monthly invoice, for the same monthly period had 2 charges of $99.00. 25 months X $99.00 = $2475.00 over charged.
We submitted a "billing case" December 29, 2023 from the Appfolio accounting screen, as they suggest. I received an email same day confirming receipt, it partially said..................
"Hello!
We have received your support request and are currently assigning it to the appropriate person for research and follow-up. Please be aware that submitting support requests thr***h email at [[email protected]] is an outdated method and will no longer be available as a support channel starting in 2024."
The end of their email states.........."We are committed to delivering exceptional customer service and are eagerly looking forward to assisting you"
My case was submitted before the 2024 change. As of today, January 08, 2023 no one from Appfolio has contacted me concerning this issue. This, in my opinion, is not exceptional customer service.Business Response
Date: 01/16/2024
AppFolio sincerely apologizes to the Customer for any inconvenience. As of January 11, 2024, it appears that this case is with our billing department for resolution and that department will be reaching out to the Customer directly to provide updates and resolve this matter.Customer Answer
Date: 01/22/2024
Complaint: 21115925
I am rejecting this response because:Thanks you for your update from January 16, 2024. As of today, January 22, 2024 they have not contacted me. Hopefully they will soon.
Regards,
********* ******* *** ***** H*******Business Response
Date: 01/23/2024
AppFolio apologizes for any inconvenience and can confirm customer will be contacted no later than end of week.Customer Answer
Date: 01/30/2024
Truly amazing, you close the account. Your last communication didn't give the consumer the opportunity to respond factually, because you only provided your own pre-set responses. This matter is not closed or resolved. The last communication from the business was they apologized for not yet contacting me (my original contact with them was Dec 19, 2023 thr***h their Accounting case process) and said they would contact me by the end of last week. That didn't happen. Please re-open this complaint and communicate accordingly with me and the business.
Regards,
D***
Initial Complaint
Date:12/11/2023
Type: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 started charging Prime Residence Apartment Group (PRAG) Tenants a $2.49 Monthly Rent Processing Fee (MRPF) in August 2023 that the Apartment Management said they expressed dissatisfaction with and said I should do the same. PRAG Management said all of their tenants use AppFolio Online Rent Payment Software and they can not do anything about AppFolio $2.49 MRPFs. I feel the MRPF is exploiting the tenants so I contacted AppFolio HQ in California because it is difficult to contact the AppFolio Support Team in Ohio. The AppFolio HQ gave me the run around from 12 Oct., 23-7 Dec., 23. I sent an email to my PRAG Management on 7 Dec., 23 and on 8 Dec., 23 PRMG Management sent me an email citing their Previous position that they are stuck with the relationship with AppFolio and could not do anything about the $2.49 MRPF.Business Response
Date: 12/12/2023
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: 12/12/2023
Complaint: 20980403
I am rejecting this response because:I reject AppFolio's Explanation for modifying their Prpty., Mngt., Software Tool to Independently Charge my Bank Acct., a $2.49 Transaction Fee and call it an Automated Clearing house (ACH) Fee, which is defined as an Electronic Money Transfer between banks. I request that AppFolio discontinue adding their $2.49 Independent Charge to my Bank Acct., and Modify their contract with the Prpty., Owner and Mngrs., to cover the cost of using their Software Tool.
Regards,
B**** *****Business Response
Date: 12/12/2023
Per AppFolio's previous response, 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: 12/12/2023
I am rejecting this response because:Per my Previous Response, I reject AppFolio's Explanation for modifying their Prpty., Mngt., Software Tool to Independently Charge my Bank Acct., a $2.49 Trans., Fee and call it an Automated Clearing House (ACH) Fee, which is defined as an Electronic Money Transfer between banks. I have an Apt., Lease with the Prpty., Mngrs., that govern the fees I pay them and AppFolio has a Software Lease with the Prpty., Owner and Mngrs., that govern the fees AppFolio receive from them. I request that AppFolio discontinue adding their $2.49 Independent Charge to my Mthly., Rent and modify their contract with the Prpty., Owner and Mngrs., to cover the cost of using AppFolio's Software Tool.
Complaint: 20980403
Regards,
B**** *****Initial Complaint
Date:11/06/2023
Type: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 am paying rent for my son in a property in San Diego. The property management company uses APPfolio to handle the billing for this property. This month (10/31) APPFIOLo charged me a $44.49 transaction fee to process the rent payment for one month. I called the property manager, who told me to call Appfolio. I called Appfolio, got a recording which states they can't do anything for tenants. I called the property manager back, and they did not answer the phone. The property manager has no record of the transaction fee.
Apparently Appfolio is just stealing money.Business Response
Date: 11/08/2023
Based on the limited information received, AppFolio is unable to locate an account or transaction for this consumer. The consumer should contact their Property Management company who can then contact AppFolio for assistance.Customer Answer
Date: 11/08/2023
This is my problem. When I talk to the property management company, (Cethreon) they say it's not their fault and I have to call APPfolio. They have no records from APPfolio. When I try to talk to APPfolio I get a recording that says they don't work with tenants And I have to call the property manager. This is either poor management or outright theft from one of these 2 companies.Customer Answer
Date: 11/09/2023
I am rejecting this response because:
Regards,
C******* *******
This is my problem. When I talk to the property management company, (Cethreon) they say it's not their fault and I have to call APPfolio. They have no records from APPfolio. When I try to talk to APPfolio I get a recording that says they don't work with tenants And I have to call the property manager. This is either poor management or outright theft from one of these 2 companies.Business Response
Date: 11/10/2023
In further reviewing this customer's account, it appears the fee that was charged is a transaction fee due to the customer paying via credit card. Receipt attached.Initial Complaint
Date:11/03/2023
Type: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.
On 11/01/23 I made a rent payment for November through the landlord GGJ in Brooklyn 's portal which uses appfolio. It was an eCheck. AppFolio took the money that day, then told the landlord my check bounced for insufficient funds. There were 50x the amount in the account. I checked with the bank, the payment went through. I shared a screenshot with the landlord. I am leery of showing it here. Where is my money?Business Response
Date: 11/10/2023
AppFolio has reviewed this customer’s account and it appears that payment was reversed for NSF on November 3, 2023. If the customer's bank previously stated the payment went through on November 1, 2023, the customer should contact their bank and include the attached receipt showing the NSF from November 3, 2023.
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