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:05/31/2023

  Type:Customer Service 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.

  Detailing' that I have made numerous attempts during the last (2) Weeks to Contact the business through their Website Form, Phone and Email with no response in return. Initially' the business did send a link in the request for the deletion of my Screening Report from May 13, 2000 of Property Management Company Bella Assest' and Woodland Hills Apartments' of Tulsa, Oklahoma. However' I no longer have access to the link and are unaware if the deletion of the Screening Report was Completed.

  

  Business Response

  Date: 06/01/2023

  AppFolio does have a record of the Consumer contacting our Consumer Relations Team. That team member provided the Consumer with a link to complete some additional information, so AppFolio could accommodate the Consumer’s request.

  The website can be accessed here:  ****************

  Please note as indicated on the website, it may take up to 45 days to complete this request and Consumer will be notified once the request has been completed.  Thank you.

  
  

  Customer Answer

  Date: 06/01/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20120152, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  D*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/31/2023

  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.

  We have attempted to change our software over to our new company for approx 9 months. We changed name and tax id number. Appfolio has neglected to update or follow up our numerous request. This inability of their company to perform their contracted duties has caused tax implications, accounting cost and legal ramifications for our company. We have asked to cancel our contract and they stated "no" twice. After speaking to their council they have agreed (we were willing to pay the remainder of the balance as noted in their cancellation paragraph). We were in the process of getting a website built and they are demanding payment even though it is not complete and we have expressed our intent of cancelling our subscription. The website is not complete and not activated. They threatened to end our access due to non payment so we are forced to pay for a $3000 website that we cannot utilize to continue providing service to our clients until we can Subscribe to another software. We held up our contacted duties, they have not.

  

  Business Response

  Date: 04/07/2023

  In response to the Consumer’s complaint, AppFolio is in communication with the Consumer and is continuing to assist in resolving this matter. 

   

   

• Initial Complaint

  Date:03/29/2023

  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 applied for apartment who used AppFolio for credit check. AppFolio misspelled my name and credit came back NA. When I called them they would not/could not rectify. I paid them for a credit report they never correctly ran and should have refunded since they submitted my application back to me and name was correct the mistake was in THEIR end. I have a credit score near 800 and they told apartment I had no credit. My credit was never run.

  

  Business Response

  Date: 03/30/2023

  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 charged in error, you should contact the property manager you applied with and/or dispute the charges directly with your banking institution.
  

  Customer Answer

  Date: 04/01/2023

   

  
  
  
  I am rejecting this response because:

  Apartment complex says you have the money. Credit card processing says AppFolio. I reversed credit charge and AppFolio sent email defending it's position. This is simply untrue

  Regards,
  

  
  
  
  A***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/03/2023

  AppFolio is the tool the Property manager uses to initiate and record transactions. At no time does AppFolio collect funds from applicants or tenants. Any and all fees are determined by the property management company who would also be the recipient of any payment. If your property management company has any questions, they can contact AppFolio, and we will be happy to provide assistance.

  Customer Answer

  Date: 04/03/2023

  Complaint: 19866103

  
  
  
  I am rejecting this response because:

  AppFolio misrepresenting here. They are on credit card statement, they provided service rendered, they processed payment. Apartment complex.redwrs to AppFolio, AppFolio sends me to Apartment complex. AppFolio is on credit card so I believe they are ones being untruthful. 
  
  
  
  Regards,
  
  
  
  A***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/01/2023

  Type:Product 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 are a long term client of Appfolio property manager paying a significant monthly fee to use their services one of which is the syndication of our vacant properties being posted out to multiple websites. This aspect of their service has not worked for our firm for many many months now and I have made several attempts requesting the syndication problem be corrected. It is now gotten to the point Appfolio Property Manager is simply ignoring my communications and requests for remedy. Yet they continue to draft over $2405 a month from my business account for their services yet are not providing 100% syndication service.
  The attached pictures are the case of all of our vacancies when posted to the web which has been an ongoing ignored issue for months.

  

  Business Response

  Date: 03/09/2023

  In response to the Consumer’s complaint regarding being unable to resolve a syndication issue, a member of AppFolio’s Premium Leads Team reached out to the Consumer and was able to assist in answering a few initial questions.  A call with this Consumer is forthcoming to assist in fully resolving this matter. 

  Customer Answer

  Date: 03/09/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19519181, and find this matter yet to be resolved as we have not had our phone call nor has the problem be resolved. This has been am ongoing problem and no remedy has yet taken place. I appreciate the efforts being made by Appfolio however the issue of 26 syndicated websites remaining in Submitted status is of great concern. Thank you and I'm sure the matter will be respolved.
  
  
  
  Regards,
  
  
  
  T** ****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/28/2023

  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 sold the business and need access to be able to get the 1099 electronic file that needs to be sent to the IRS. This company refuses to call me back or acknowledge I need this information for a federal tax filing requirement. I am past the deadline and still have no response from them. This is unacceptable from a company that does business in California and they refuse to provide the access I need to get the task done.

  

  Business Response

  Date: 03/06/2023

  In response to the Consumer’s complaint regarding being unable to obtain the 1099 electronic document, a member of AppFolio’s Consumer Relations Team (“CR Team”) reached out to the customer with instructions on how to obtain the document, provided access the database and additional information on how to obtain the 1099, but did not hear back from the customer after making initial contact. AppFolio's CR Team is available to assist the customer if there is additional support required for this matter.

  Customer Answer

  Date: 03/06/2023

  
  
  
  
  I am rejecting this response because: Someone finally reached out via email, never a phone call as requested. Problem has not been resolved.
  
  
  
  Regards,
  
  
  
  S**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/09/2023

  AppFolio’s Customer Care Team (“Care Team”) has attempted to contact the Consumer by phone, per her request on several occasions to discuss this matter, but have been unsuccessful in reaching her. We encourage the Consumer to contact our Care Team again should she require any additional assistance.

  Customer Answer

  Date: 03/10/2023

  
  
  
  
  I am rejecting this response because: Nobody has called me and they have all of my phone numbers. For them to respond that they have tried to contract me is a downright lie! My cell is 760-219-6858. Let's see if they reach out. Funny how quick they were to take payment from my account but never responded when I tried reaching out 50 times. Please explain that??? I'm waiting for an answer??? Still waiting for a call too???
  
  
  
  Regards,
  
  
  
  S**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/27/2022

  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.

  Date of transaction through the property management company's A/R servicer Appfolio.
  Date of transaction: Dec 20,2022
  Payment amount: $972.31.
  The A/R servicer Appfolio does not deal directly with tenants and my property management company Valley Income Properties refuses to intervene with them on my behalf to resolve this issue.
  The payment was made with my checking account information with So-Fi bank as I had also utilized for my payment the previous month. Regrettably none of this information is accessible to me on the Appfolio tenant portal. Valley Income Properties tells me thst due to privacy concerns they have no access to any of my financial information, however they refuse to assist me by contacting Appfolio. This company is utilizing predatory collection practices similar to that of a payday loan company. The payment was made on 12/20 to avoid a late fee. I later received a notification from my bank that the item was returned as "Not Sufficient Funds" from my savings account. While it's not impossible that I may have inadvertently selected my savings account information I would not have intentionally chosen this funding source for my payment.
  Appfolio is using predatory collection practices to try to collect these funds. I paid them from my my Checking account the previous month. They are trying to backdate the payment as if had never been made and charge me a $75.00 late fee. In addition they are trying to charge me later fees of $10.00 per day until payment in certified funds had been received. Yesterday I mailed 2 money orders totaling $972.31 to clear up this matter. This money was in my checking account until I withdrew it yesterday and purchased the money orders.

  

  Business Response

  Date: 01/02/2023

  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 are determined by the property management company who would also be the recipient of any payment.  If you feel you were charged in error, you should contact the property manager or dispute those charges directly with your banking institution. 

• Initial Complaint

  Date:12/06/2022

  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 changed the payment date and payment account and got double billed and a late fee. This system is faulty. I want the late fee that my property manager can’t do anything about so I’m stuck paying due to their faulty system.

  

  Business Response

  Date: 12/08/2022

  AppFolio Property Manager is a software platform through which property managers are able to process payment transactions online. AppFolio is a tool used by property managers to initiate and record transactions and at no time does AppFolio collect funds from tenants and as such, AppFolio also does not determine whether late fees are charged.

  If you are experiencing issues regarding late fees, the best route for resolving any misunderstanding would be to contact your property manager. If your property management company has questions about how best to utilize the tools in their database, they can contact AppFolio, and we will be happy to provide assistance.
  
  

• Initial Complaint

  Date:12/05/2022

  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 used Appfolio 12/02/22 to check my credit score as I am applying for an apartment rental. My score was much lower than I thought(636) and included a line of credit that was proven to have been opened fraudulently.
  The same day I had my Credit Union( On Point) check my credit, and they affirmed my score as 735! And the fraudulent Klarna Credit does not appear on this report.
  This can make a life-changing difference for a renter/consumer, and I am extremely upset about it.
  This company should not be allowed to have an influence on major life matters if it cannot provide the service it offers.

  

  Business Response

  Date: 12/08/2022

  In response to the Consumer’s complaint regarding an alleged discrepancy in her consumer report, AppFolio’s Consumer Relations Team (“CR Team”) reached out to discuss the credit score and other information shown on her report and how the score was generated. 

  
  AppFolio's CR was able to help the consumer understand where the data comes from, how the score was calculated, and the nature of AppFolio's business. The consumer appeared satisfied with the explanation that was provided to her.

  
  Please note your AppFolio tenant screening report contains the Vantage Score 3.0, rather than the more widely available FICO 8 score. The FICO 8 is a more generalized score that tends to be higher than the Vantage Score 3.0. 
  There are hundreds of scoring models used by businesses to assess risk. These scoring models can be developed by different companies, such as the FICO® Score and VantageScore®, and differ in how they calculate and report scores. For more information, you can read an article by Experian here: https://www.experian.com/blogs/ask-experian/what-is-the-difference-between-fico-score-and-credit-score/. It is not uncommon to see a Vantage Score 3.0 that is significantly lower than the FICO 8 score for the same credit file. To read more about the many different credit scores, you can visit the Consumer Financial Protection Bureau (CFPB) website here: https://www.consumerfinance.gov/ask-cfpb/what-is-a-credit-score-en-315/. 

  
  

• Initial Complaint

  Date:11/07/2022

  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.

  A fraudulent screening report by AppFolio led to housing denial and financial & physical hardship.
  Specifically they reported a credit score that was more than 100 points under the actual score. This is as both a Vantage Score 3.0 & a FICO 8 Score.
  
  When I reached out with this concern they stated that the reason for the score is that is a Vantage Score 3.0 (as they reply to everyone else on here) , I then proceeded to provide evidence that my official Vantage Score 3.0 proves that the figure they reported as my Vantage Score 3.0 is a complete lie. The reports were even from the same day.
  
  So it is not a question of which score they used, but of them just plainly reporting it wrong.
  
  A proper solution of reporting the mistake to the property or a refund for the ridiculous fee charged of 250$ have not happened yet.
  
  Furthermore this fraudulent reporting by AppFolio’s part will lead to even further severe financial losses if not corrected soon, as I am also currently dealing with a serious medical condition.

  

  Business Response

  Date: 11/14/2022

  
  In response to the Consumer’s complaint regarding an alleged discrepancy in his consumer report, AppFolio’s Consumer Relations Team (“CR Team”) reached out to discuss the credit score and other information shown on his report and how the score was generated. 
  AppFolio's CR was able to leave a message for the consumer requesting a call back in order to better explain where the data comes from, how the score was calculated, and the nature of AppFolio's business.

  
  The Consumer should note the AppFolio tenant screening report contains the Vantage Score 3.0, rather than the more widely available FICO 8 score. The FICO 8 is a more generalized score that tends to be higher than the Vantage Score 3.0. 

  
  There are hundreds of scoring models used by businesses to assess risk. These scoring models can be developed by different companies, such as the FICO® Score and VantageScore®, and differ in how they calculate and report scores. For more information, the Consumer  can read two articles by Experian here: 

  
  https://www.experian.com/blogs/ask-experian/what-is-the-difference-between-fico-score-and-credit-score/. 

  
  https://www.experian.com/blogs/ask-experian/why-do-my-credit-scores-differ-across-the-credit-bureaus/#:~:text=It's%20unlikely%20that%20you'll,and%20Equifax%20are%20typically%20different

  
  In addition, it is not uncommon to see a Vantage Score 3.0 that is significantly lower than the FICO 8 score for the same credit file. To read more about the many different credit scores, the Consumer can visit the Consumer Financial Protection Bureau (CFPB) website here:

  https://www.consumerfinance.gov/ask-cfpb/what-is-a-credit-score-en-315/. 

  
  An additional article regarding credit scoring can be found here:

  
  https://www.fool.com/the-ascent/credit-cards/articles/theres-a-100-point-difference-between-2-of-my-credit-scores-heres-why/

  
  If the Consumer has any additional questions, he should feel free to contact the CR Team. 
  

  
  

  Customer Answer

  Date: 11/14/2022

  
  
  
  
  I am rejecting this response because:
  
  This response does not answer or resolves the complaint. It is the same copy and paste response that they posted for others and that I even word for word dismissed in my initial complaint.

  
  
  Regards,
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 11/16/2022

  VantageScore® is a tri-bureau scoring model that can be used with a credit report from Experian, Equifax or TransUnion. Credit scores depend on both the scoring model, and the consumer’s overall credit profile; however, VantageScore only considers the information that is in one of the consumer’s credit reports when determining a score. AppFolio’s Consumer Relations Team (“CR Team”) has attempted to contact the Consumer on multiple occasions to discuss the credit score, other information shown on his report and how the score was generated. We encourage the Consumer to contact our CR Team should he wish to discuss his report in greater detail or need information outside of what has been provided on this platform.  
  

• Initial Complaint

  Date:10/24/2022

  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, Tranquility Property Management, required that I set up an account with Appfolio to pay rent and make maintenance requests. I originally connected my Appfolio account with an Advantage FCU checking account to pay my rent. I subsequently changed my bank account and updated my Appfolio account to link it to my USE credit union checking account. However, Appfolio continued to withdraw rent from my Advantage account, resulting in multiple overdraft fees totaling approximately $200. I contacted my property management company, which advised me that I should contact Appfolio directly. I have attempted to contact Appfolio several times but have not heard back. Their phone number is explicitly for landlord/property manager use. They do not accept phone calls from tenants. They have not responded to my repeated email inquiries. My property manager is refusing to advocate on my behalf. My bank forgave some of the overdraft fees, but not all. I would appreciate assistance getting Appfolio to acknowledge their error and reimburse me for the overdraft fees, and help me re-establish rent payment to the correct bank account.

  

  Business Response

  Date: 10/31/2022

  AppFolio Property Manager is a software platform through which property managers are able to process payment transactions online. AppFolio is a tool used by property managers  to initiate and record transactions and at no time does AppFolio collect funds from applicants or tenants. 

  Unfortunately, AppFolio is unable to assist in setting up consumer bank account information used to pay rent. 

  If you need assistance verifying that your payment information is accurate, you may contact your property management company directly. 

  Any claims for reimbursement of overdraft fees should be made to your banking institution.  
  

  
  

  Customer Answer

  Date: 11/01/2022

  
  
  
  
  I am rejecting this response because: My property manager told me to contact Appfolio. Appfolio told me to contact my property manager. Neither will help me with this issue.
  
  
  
  Regards,
  
  
  
  A****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/07/2022

  Although we understand the complainant's frustration, because AppFolio Property Manager is a software platform, we do not actually collect funds from applicants or tenants.

  Claims for reimbursement of overdraft fees should be made to the complainant’s banking institution.  If the complainant needs support in verifying that the payment information has been set up correctly for future payments, the complainant should contact their property management company. 

  If the property management company has questions about how best to utilize the tools in their database, they can contact AppFolio, and we will be happy to provide assistance.