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:08/18/2023

  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.

  There is now a $2.49 fee per transaction to make rent payment. I can not afford to pay rent all at once, I pay multiple times weekly so I can not afford $10-$15 extra a month just to pay my rent. Can’t get ahold of anyone at AppFolio this is unacceptable and will take this farther if needed if I’m not contacted by the company

  

  Business Response

  Date: 08/18/2023

  AppFolio is a tool that property managers use to initiate and record transactions to their vendors and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and vendors a 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 fee to tenants and owners, 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: 08/18/2023

  
  
  
  
  Complaint: 20489759
  
  
  
  I am rejecting this response because: I NEED TO PAY WEEKLY TOWARDS MY RENT I CAN NOT PAY ONCW A MONTH SO HOW IS THAT EVEN RIGHT TO DO TO PEOPLE. And I also want to know what the fee goes towards because I pay through my bank account which shouldn’t be charged a fee, I am not using a credit card. So what is the $2.49 for? And let’s say I have to make 6 payments one month, that’s $14.94 in fees I pay just to pay rent, who is getting the $14.94 and for what? Because the bank doesn’t pay a fee, AppFolio doesn’t pay a fee to receive payments??? 

  
  
  
  
  Regards,
  
  
  
  M******* *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/21/2023

  As stated in the previous response, AppFolio charges property managers, tenants and vendors a 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 fee to tenants and owners, but have since made a business decision to remove that waiver.

• Initial Complaint

  Date:08/11/2023

  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 condo association use Appfolio for payment of monthly dues by residents. I had autopay set up. In July Appfolio they would start adding a $2.49 processing fee so I went to my account and discontinued my autopay. I will pay with bank check instead.
  
  This week Appfolio made an autopay of my Aug bill and charged me processing fee. This was a mistake by their system. I had discontinued autopay. When I log into my account now and check Payment section, it asks me if I want to set up auto-pay. This is proof that my account does not have auto-pay set up so they should not have made a payment. I want them to stop auto payment and refund the fee charge to me. I went to their customer service site but all it has are help articles. It has no contact info for me to contact them.
  

  

  Business Response

  Date: 08/16/2023

  In reviewing the attachments provided by the consumer, it appears that autopay is still active.  Both attachments contain language indicating that there is a “scheduled payment” that will take place the following month.  The “Set Up Autopay” button is stationary.  In order to remove autopay, the consumer should select “delete” under the Scheduled Payments section (prior to September 10th), and proceed with setting up an alternate form of payment.

  Customer Answer

  Date: 08/18/2023

  
  
  
  
  Complaint: 20456617
  
  
  
  I am rejecting this response because I did cancel autopay in July.  It should not have happened in August.  Please refund the fee.  Also, they should provide contact info on their web site.
  
  
  
  Regards,
  
  
  
  B**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/18/2023

  As communicated in the previous response, the consumer should select “delete” under the Scheduled Payments section (prior to September 10th), and proceed with setting up an alternate form of payment. If the consumer needs additional assistance, they can contact their property manager, who can then contact AppFolio.
  

  Customer Answer

  Date: 08/22/2023

  
  
  
  
  Complaint: 20456617
  
  
  
  I am rejecting this response because I did select delete in July to stop my auto payments.  I am not asking how to stop them.  I am asking for a refund of the Aug processing fee because there was an error with their system.
  
  
  
  Regards,
  
  
  
  B**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/08/2023

  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 submitted a rent payment of $1,220 plus the $2.49 transaction fee on August 2nd, 2023 on the AppFolio website for Holton Mountain Rentals. I received an email from Holton Mountain Rentals today (August 7, 2023) saying the payment was rejected to due to "No Account / Unable to Locate Account." I called Holton Mountain Rentals and they said that there was NSF in my bank account that I used for the payment. I called my bank today and they said there was more than enough funds to cover the payment. My bank also said that they never received a request for payment and if NSF was the issue then I would have been contacted by my bank letting me know this. The direct routing number and account number was provided correctly on the AppFolio website since it was copied and pasted directly from my bank account website. The banker I talked to said it was more than likely AppFolio's system issue and they have previously received called by other customers with the same issue that I had. I tried to call AppFolio twice today and they never answered or let me leave a voicemail, there is no other customer service or chat options in order to contact them. Since my rent payment was due by August 3rd, 2023 and AppFolio rejected my payment I now had to pay a $25 late fee. Please refund me the $25 late fee since this issue was not on my end. There is no reason I need to pay for an issue that was AppFolio's fault.

  

  Business Response

  Date: 08/08/2023

  AppFolio Property Manager is a property management software through which Property Managers are able to process payment transactions online. At no time does AppFolio collect funds from applicants or tenants, AppFolio is the tool the Property manager uses to initiate and record transactions. All fees associated with rental applications or rent payments are determined by the property management company who would also be the recipient of any payment. If you feel you were charged for services you did not receive, you should contact the property manager or dispute those charges directly with your banking institution.

• Initial Complaint

  Date:08/07/2023

  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.

  Despite being the only accepted payment for many apartment complexes, they now charge fees for all payment types. Despite this violating the agreed to terms.
  They have shut off all communications with tenants, and instead try to push the blame to the apartment managment companies, despite this decision being made by appfolio and these companies getting no say in it.

  

  Business Response

  Date: 08/08/2023

  AppFolio is a tool that property managers use to initiate and record transactions to their vendors and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and vendors a 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 fee to tenants and owners, but have since made a business decision to remove that waiver. 
  
  

• Initial Complaint

  Date:08/02/2023

  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 paid rent through AppFolio on August 1st, 2023, and AppFolio charged me an unexpected $2.50 fee just to pay my rent. They hadn't been doing this for the last two years, and I paid using my bank info, not a card, which ordinarily would not have a fee. AppFolio has been seeing tremendous increases in revenue year over year, so introducing this fee is a blantant anti-consumer money grab. I tried calling them and there is no line for complaints about fees; instead they direct you to call your property manager, which I already did. To consider this resolved, AppFolio needs to remove fees for online payments from bank accounts.

  

  Business Response

  Date: 08/02/2023

  AppFolio is a tool that property managers use to initiate and record transactions to their vendors and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and vendors a 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 fee to tenants and owners, but have since made a business decision to remove that waiver. 

  Customer Answer

  Date: 08/04/2023

  
  
  
  
  I am rejecting this response because:
  

  This didn't explain what process we could use to pay online with no fees, it didn't explain what business expense the fees are covering and how the $2.50 price point is not going to be simply an increase in revenue for an already profitable company, it didn't explain why renting companies were offered an option for a $1.00 per unit charge but were allowed to instead push the charge onto renters who have to pay 2.5x that *per transaction,* meaning even more depending on how many different people live in a unit.  Renting companies should not have an option to push a significantly more costly option onto renters; they should have been required to take the hit.  I stated in my complaint that I would consider this resolved if the business outlined a way to bypass the fees, which it did not do, so my complaint is not resolved.

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

  

  Business Response

  Date: 08/08/2023

  As stated in the response dated Aug 2, AppFolio is a tool that property managers use to initiate and record transactions to their vendors and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and vendors a 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 fee to tenants and owners, but have since made a business decision to remove that waiver. 

  Customer Answer

  Date: 08/09/2023

  
  
  
  
  I am rejecting this response because:

  This looks like it is just the same message I already responded to.  I still have not seen any evidence that the cost for AppFolio to process each transaction is $2.50 per transaction, and I maintain that this is an anti-consumer fee when there is no possible method to avoid it.
  

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

• Initial Complaint

  Date:08/02/2023

  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 using app folio for 5 years to pay rent through a rent portal set up by my landlord. Many other Americans must App Folio services to pay rent as well. Starting this month, App Folio setup a mandatory pay wall to pay rent with a service fee of $2.50. I checked with my bank and ACH transfers do not require a fee. This blatant price gauging seems shady, if not illegal, to force thousands of renters nation wide to pay a fee to pay their rent. There was no consent form or contract, just a sudden mandatory pay wall. Additionally, I have 2 roommates, each one of them must also pay a fee to pay rent, so we are essentially paying $7.50 a month just for the privilege to pay rent.

  

  Business Response

  Date: 08/02/2023

  AppFolio is a tool that property managers use to initiate and record transactions to their vendors and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and vendors a 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 fee to tenants and owners, but have since made a business decision to remove that waiver. 

• Initial Complaint

  Date:07/27/2023

  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.

  We cancelled this service at the beginning of April and have had no access to since the beginning of April. They have charged us April, May, June, and July. I am seeking our money to be returned for May, June, and July. They confirmed it was cancelled and sai we would have no more charges. I would like half of April back as well. I have been working with a guy, C*** *******, not sure spelling on the last name. He keeps saying it is handled or he will find out what is going on but never gets bs k yo me and we are charged over $400 a month for a program we have no access to, and no longer use. I can provide each month Visa statement that shows the charge on there if necessary or asked for from the company.

  

  Business Response

  Date: 08/03/2023

  AppFolio’s Customer Care team has reached out on several occasions (as recently as August 1) to follow up on this cancellation request, including contacting multiple email addresses listed on the customer's account.  Customer Care requires confirmation from an owner in order to proceed with cancellation.  The owner of the account should reach out to AppFolio’s Customer Care team (or respond to email) in order to finalize cancellation.  According to AppFolio’s records, this customer does currently have access to their database.  
  
  

  Customer Answer

  Date: 08/04/2023

  
  
  
  
  I am rejecting this response because: The owner did do this in April. The 3rd of April and you have failed to stop the payments, but you discontinued our service the same day the owner called. I am one of the owners also. It is also illegal to charge for a service that the company when you didn't continue to allow the customer to use. You had no problem shutting off our service, but charged us monthly rates May, June, and July. I expect a full refund. I will take this matter farther, since I have the e-mails and all records showing when service was stopped and all the correspondence. On top of the matter any e-mail address ending in [email protected] are no longer in service and have not been in four months. 
  
  
  
  Regards,
  
  
  
  G******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/14/2023

   AppFolio has internally discussed customer's concern and will be reaching out to the customer shortly with a resolution that will hopefully be to customer's satisfaction.
  

  Customer Answer

  Date: 08/15/2023

  
  
  
  
  I am rejecting this response because: I had to cancel the credit card due to them not honoring the cancellation in April when  they took use of the program away, but they say the are crediting the credit card on file which has been terminated. The only response I will accept is a check being sent to me directly at the address I told them it would need to be sent to. It should have never come to me having to involve a third party to get them to have fair and honest business transaction. I spent months trying to get them to fix this matter. 
  
  
  
  Regards,
  
  
  
  G******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/13/2023

  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've applied at two different complexes and they both used appfolio. They have given two different reports. They also have listed via Experian that my previous landlord reported us for leaving a owning rent. When I went to experian and they said the landlord information is not even listed on my credit report. When I told them Appfolio ran the credit check through them and it's on the report they said sorry its not here. So I printed up my credit report from experian and no it's not on there so I have no idea how or why Appfolio would list something that is not true and false. This needs to be Investigated. We lost an apartment because of this.

  

  Business Response

  Date: 07/14/2023

  On June 22, 2023, in response to a voicemail left by Consumer’s co-applicant, AppFolio’s Consumer Relations Team (“CR Team”) reached out to Consumer to discuss the information shown on her report and how the credit score was generated. AppFolio's CR team was unable to reach the Consumer directly and advised the person who answered to ask the Consumer to call the CR Team directly for assistance, as AppFolio is unable to assist an individual with a report that does not belong to them.

  Customer Answer

  Date: 07/14/2023

  
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  C******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/10/2023

  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 applied to this apartment complex which stated the application would be free because of a special they are running in the month of July. I spoke with their leasing consultant Lupita on the phone and she confirmed this. She also left me a voicemail stating she would refund the fee. Not once was it mentioned this is upon me accepting the apartment. I was approved for the apartment and they told me my rent would be $1700. I declined to move into the apartment because the price I was told on the phone was not the price they told me nor is it the price listed on their website for a one bedroom. Because I declined to move in, they are now saying they can’t refund the application fee. Stating it would have been refunded had I secured my apartment with a deposit. This was never said on the phone or e-mails when I questioned them. This isn’t on their website either. Prior to me declining to move in, it was understood by both parties my application fee would be refunded. Now they are lying to keep it, which is FRAUD in the state of Tennessee. And they are also violating my rights as a prospective tenant.

  

  Business Response

  Date: 07/10/2023

  AppFolio Property Manager is a property management software through which Property Managers are able to process payment transactions online. At no time does AppFolio collect funds from applicants or tenants, 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 incorrectly charged, you should contact the property manager you applied with or dispute those charges directly with your banking institution.
  
  

• Initial Complaint

  Date:07/05/2023

  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 software is FAULTY - For 3+ years I have paid my rent online and on time on the 1st of every month - The same applies to JUNE 1, 2023 - I paid online through the AppFolio portal - On June 6th I received an email stating that my property manager are charging me a $25 NSF for trying to use a closed bank account - which I DID NOT! I entered my Wells Fargo acct # which had more than sufficient funds - AppFolio claim I used my old TD Bank acct, which would have been impossible since I entered the numbers MANUALLY into their system, and had the WF check at my computer from which I read from - I did not have any checks from TD Bank, nor did I recall any number from memory -
  
  Additionally, their policy states that "in the event of incorrectly entered banking information the tenant will *immediately* receive an email informing them that the payment was rejected, WHY it was rejected, and that they need to submit a new one." I NEVER received this warning because I did NOT enter the wrong banking information!
  
  As a result, I now have to take time off of work to go and pay my rent, as my property manager no longer allows me to pay online - Not to mention this has scarred my rental payment history! On June 21, I spoke with a Ms Kooker (attorney for AppFolio) and I was told she would send me the info regarding my data entry: The bank acct number I entered, time, date, etc and I never heard back from her with this information - I was able to access data on MY computer which showed I logged into my Wells Fargo acct shortly before I paid my rent from that same account - Not at ANY TIME did I enter an old TD bank account number, so it is THEIR software which is faulty!
  
  I want to see the June 1, payment DATA history and a letter from them stating that it was their software glitch - As I said, there is NO WAY possible for me to have entered incorrect banking info - AppFolio software is notorious for having issues, and they are notorious for having the worst customer service

  

  Business Response

  Date: 08/14/2023

  While AppFolio apologizes for any inconvenience caused to the consumer, we are not aware of any issue with our system that would indicate AppFolio software selected a specific consumer account.  AppFolio will contact the consumer directly with the requested transaction receipts. If the issue reoccurs, we recommend the consumer contact their Property Management company, who can contact AppFolio for assistance.

  Customer Answer

  Date: 08/14/2023

  
  
  
  
  Complaint: 20269068
  
  
  I am rejecting this response because: THEY ARE AWARE! I have been back and forth with AppFolio for months and they keep giving similar responses "we're unaware" I have even spoken with their attorney over this matter, and their attorney stated that she was going to provide me with proof showing MY BANK ACCOUNT numbers entered into their system - Well, I NEVER RECEIVED this proof, likely because they discovered their software glitched!

  I want to see the proof that I entered incorrect bank acct numbers because on my end this would have been IMPOSSIBLE! There is no way conceivable that I could mentally remember my bank account numbers -  I PHYSICALLY had the check book in my hand and punched in my Wells Fargo numbers, they are claiming I punched in an old closed account of another bank! An account I didn't even have a check book for - I had to pay a nsf fee even though I had over $4k in there - Their glitch also cost me a bad payment history, and now I have to take a cashiers check downtown every month as opposed to paying online which I had done ON THE FIRST of every month for over 3 years!

  This has happened to other tenants too, not just me
  
  
  
  G***** ***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/16/2023

  AppFolio has responded to the consumer directly via email with copies of her transaction receipts, as requested.