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: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.

  I pay my rent online
  Which costs me an extra 10 dollars a month. Then from the property manager I rent through. Willamette Valley property management, who uses Appfolio. Gives me a 13 day eviction notice. For non payment of rent. Which I sent her all of the copies sent by her or appfolio that I paid o. The first or before. And says I owe them 2300 dollars then I get no response. From either of them.. then another Month goes by unable to pay my rent because it's saying I don't have enough money in my account to pay my portion of my rent. Which I don't, because I already paid it. Then it jumps up from 2300 to 3800 then Iook at it again then it goes down to 2800... but I am getting no resolution from either of them. Plus housing has seen my receipts. And they are unable to get ahold of them either. Now because I don't have that full amount I'm behind and my rental history is getting screwed up and they need to fix it. That is from March 2022 through August 2022 they are saying I didn't pay which I did plus 100 dollar late fee and 800 dollars housi g didn't pay because they didn't fix something by the deadline housing g set. Which housing says they can't charge me fo.

  

  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 tenants.

  AppFolio also does not determine whether late fees are charged or whether rent has been paid in full each month.  If you are experiencing issues regarding your rent and 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:10/17/2022

  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.

  Simply put, getting a hard credit check through AppFolio caused a 69-point dip in my credit and I was denied the application for the home I wanted to rent because of this.
  
  For context, I had just two applications in - one was made last week and I had a Credit Score of 739 - it was great and I was approved for the rental but we decided to pass since it was not exactly what we were looking for. I enter a second application through AppFolio today for a place we loved and AppFolio send back a report with Credit Score of 670. Literally nothing has changed in a weeks' time - nothing. I am not sure if this app is a scam or if their credit checks are known to ruin credit scores (69 points for a single hard check for a rental seems beyond egregious) but I want these two credit checks expunged from my record so I can return to my original amount and apply safely and comfortably to other properties without fear of further damage to my credit due to a ridiculous app.
  
  I now have to continue looking for homes and it has put me in a tight situation with move dates and with limitations to my future rental properties as most places will not rent if an applicant has under a 700 credit score. This is truly infuriating and I feel this app needs to rework their process so people do not get screwed over with multiple applications. No one in the history of ever just applies once and is done, especially in today's market. It should be illegal to affect someone's credit score that much for a single "hard" check.

  

  Business Response

  Date: 10/24/2022

  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 team 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 and CR team specifically discussed what caused the drop in his credit score between the two times he applied with an AppFolio property manager customer.  The consumer appeared satisfied with the explanation that was provided to him and understood that AppFolio does not run a “hard” credit check.

  
  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/. 

  
  

  Customer Answer

  Date: 10/24/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18235321, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  M****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/12/2022

  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.

  On 10/10/2022 I received a email stating my score was 600. I was denied a rental due to inaccurate score being provided. My score was 55 points down. My score is in fact 655. This has caused me to be stressed due too every rental turning me down for this inaccurate score being provided

  

  Business Response

  Date: 10/19/2022

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

  
  AppFolio's CR was unable to leave a message for the consumer. AppFolio welcomes the Consumer to contact us so that the CR team can explain where the data comes from, how the score was calculated, and the nature of AppFolio's business. 
  

  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:08/17/2022

  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.

  AppFolio pulled a background check on me with a credit score that reads (556) almost 70 points lower than the actual score reported by Experian (623). Additionally, Experian is not showing any pulls were performed by this company, though they claim that this is where their information came from. This seems to be a regular problem with this company and while I would like to see it resolved for me personally, I also believe this company's practices need to be investigated for fraud.

  

  Business Response

  Date: 08/24/2022

  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:08/09/2022

  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.

  On 8/2/2022 I used Appfoilo to apply to a apartment at the Meridia Metro. They claimed to report that the credit scores were obtained by Experian however the credit score reported to the Meridia Metro company was significantly lower at a score of 632, but Experian has my score at 669 as well as other credit bureaus,
  this inaccurate score provided disqualified me at the Meridia I paid (2) application fees at the price of $195 between myself & Fiance just for a third party to report false information about my credit score. Meridia also requested my Fiance to apply for background purposes only because she wouldnt be on the lease but just living there and they ran her credit.

  

  Business Response

  Date: 08/16/2022

  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 explaining where the data comes from, how the score was calculated, and the nature of AppFolio's business. The CR team also provided this information via email.

  
  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/. 
  

  
  

  Customer Answer

  Date: 08/16/2022

  
  
  
  
  I am rejecting this response because:  I want a full refund on both applications $190 that was denied because of your vintage score model that caused this issues 

  
  
  
  Regards,
  
  
  
  S*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/03/2022

  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.

  Read the other reviews, THEY ARE NOT LYING. This company reported incorrect information on my tenant screening report. I hired a lawyer and they refused to speak with us regarding their a dispute. I was able to get updated court documents showing that the informati9on was incorrect and of course NO ANSWER!! Everyday I got a voicemail and when someone finally answered my email they said I had no way to dispute or correct the bad information they gave the realty company. They collect your fees and then make you apply again through another agency who more than likely is using this horrible software and company. I just spoke with someone today and when I explained all the trouble I had getting in touch with someone and completing a simple dispute he was very rude. Not only did he refuse to let me speak with a manager or supervisor, he had no reason why and then refused to acknowledge federal court documents that I sent. Me and my son were homeless because of this company and forced to retain a lawyer. Now they don't accept court documents? isn't that where their supposed to get their information from in the first place? They told me in April they verify with court clerk. Something is not right about this company its a scam and they are lying about having a dispute process because he just told me he refused to do it. Then he literally lied and said we are not a credit screening agency so they don't have to correct my information, then why is there a dispute process advertised. KNOW YOUR RIGHTS PEOPLE.
  What does the Fair Credit Reporting Act do?
  The Act (Title VI of the Consumer Credit Protection Act) protects information collected by consumer reporting agencies such as credit bureaus, medical information companies and tenant screening services. Information in a consumer report cannot be provided to anyone who does not have a purpose specified in the Act. THEY ARE A TENANT SCREENING SERVICE??

  

  Business Response

  Date: 08/08/2022

  In response to the Consumer’s complaint regarding an alleged discrepancy in her consumer reports, 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.
  
  

• Initial Complaint

  Date:07/18/2022

  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.

  Service provider pitched the sales stated the existing data from our programs (Yardi and Quicken) will be migrated to the new program appfolio. We have asked numerous times if appfolio is compatible with quicken and Yardi and we were assured all data will be migrated to new program.
  
  The transition team then asked us to spend time hours and hours of work to set up new chart of account and database. During last meeting on 7/14/22, we just found out none of the data will be migrated to appfolio. In fact we are merely setting up a completely new database with all existing data remained in our program which we will no longer have access until we continue to renew the program. This is completely unacceptable, the vendor is using this tactic to lie and lure the customer to spend hours on setting up the database thinking it is just the ground work for data converting. Then later reveal the fact that it’s just a completely new database. If customer refused to use their program, they will charge 50% of the contract fee.
  
  This is an intentional fraud. A very despicable practice.

  

  Business Response

  Date: 07/27/2022

  An AppFolio account representative has made several attempts to contact the Complainant regarding their concerns with the onboarding process and services provided. We understand there are difficulties with transitioning from any existing software to a new software. AppFolio has tried to make the onboarding process a smooth transition but understands if the Complainant would like to cancel their contract. We ask that they contact the account representative who has been working with them to reach the Complainant's desired resolution.

  Customer Answer

  Date: 07/27/2022

  
  
  
  
  I am rejecting this response because:
  
  
  we have been demanding full refund and terminate contract immediately. Appfolio keeps calling us to want us to continue. We already expressed multiple times we cannot use their program if they cannot import/migrate all historic data as they falsely claimed.
  

   
  
  Regards,
  
  
  
  C*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/08/2022

  AppFolio's sales representative communicated to the complainant and her team that the cancellation and refund have been processed as requested.

• Initial Complaint

  Date:07/12/2022

  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 was searching on zillow.com and was
  transferred to trusted homes.com and was asked to agree to terms before I was
  made aware of the cost of application fees. I was sent an email about an open
  house and I attended. The representative who showed me this home told me that the
  application fee would be $19 for property - 12907 Appleton St, Detroit. However
  I was asked to pay $39 online. I was not contacted after this. I attempted to
  reach them by phone and left several messages and still no response.
  I went to my bank to complain in July 2017. The company did no respond directly
  to me but they did respond to my bank. They were unable to dispute the transaction
  due to it being a scam. My bank acct is overdrawn as a result of this. As I
  review the documents provided, trusted homes did not disclose their address.
  The documents only list the address and contact info for Appfolio which seems
  to be the company who processed my payment.

  

  Business Response

  Date: 07/21/2022

  AppFolio Property Manager is a property management software through which Property Managers are able to process payment transactions online as well as all other day-to-day accounting and property management activities. This is a product created and maintained by AppFolio, Inc. AppFolio does not manage receipt of applications, or payment for those applications. That is determined and collected by the Property Management company the complainant applied with.