Complaints
Customer Complaints Summary
- 82 total complaints in the last 3 years.
- 24 complaints closed in the last 12 months.
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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:02/24/2025
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.
This software has been a joke since day one. It is very difficult to use and finally reached a point where I am fed up and I just want to cancel, but to even talk to someone to find out how to cancel has been next to impossible. Apparently, the only way that I have found to cancel their horribly run software is to send a letter. Essentially after they collect your money and give you minimal guidance you basically cannot cancel or contact anyone.
We tried using the AI they provide, nothing. So I set up a call which took a week to set up only to have them not call me. That was after I emailed my original contacts who brushed me off and then eventually just stopped responding to my emails. I even tried to call the 800 number and after 20 minutes on hold they hung up on me. We had a call set up for a Monday (I asked to speak to someone the preceding Tuesday...how can you run a company when it takes a week to get your issues answered) and they never called. I even filled out a survey saying how bad the company was. After two weeks some reached out and wanted to schedule a call. I said sure, then never heard back. Even now today I tried to set up another call and once again I have to wait till Monday a full five days before I can speak to a human.
All I want at this point is to cancel the software. As a UCSB grad I am sad that such a grift of a company exists next to my university. After reading the reviews this software seems like a scam and everyone seems to be complaining about customers service, trying to cancel and excess billing.
Business Response
Date: 03/24/2025
AppFolio contacted this customer March 5, 2025 acknowledging their request and requesting an email response confirmation and has not yet received a response. Should the customer still wish to cancel, they can respond to the email sent on March 5th or feel free to contact AppFolio's customer care for further assistance with this matter.Initial Complaint
Date:11/07/2024
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 got scammed by this company for 75 USD. I only signed up for the fee because of a fraudulent misrepresentation. I lived over 10 years abroad and don't have a credit score anymore. I know my report said "Un-scoreable" and "N/A". Since I started a gov job with a 6 fig income, they assured me that my credit score would not be relevant but then rejected me because my credit score was too low. They promised in writing (attached) to reimburse but did not. They claim that "they rendered their services". Appfolio claims that "services were rendered" which is true, but only under a fraudulent misrepresentation.Business Response
Date: 11/20/2024
AppFolio Property Manager ("APM") is a subscription based property management software through which property managers are able to process payment transactions online. AppFolio is the tool the Property manager uses to initiate and record transactions. 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 for services you did not receive, you should contact the property manager you applied with or dispute those charges directly with your banking institution.Customer Answer
Date: 11/21/2024
Complaint: 22523690
I am rejecting this response because: It does not address the issue.This was a fraudulent misrepresentation. Yes, the services were rendered, but only under a false pretense. You can claim that a customer of yours did that and that you have no involvement.
I will write a complaint to the FTC about this.
Regards,
J*** ********Initial Complaint
Date:11/04/2024
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.
Inaccurate balances, inaccurate & incorrect accounting and reporting of payments made. Adding monthly rent before due date, a week and or weeks before actual due date. Stocking up the balance, payments not subtracted from balance of rent, inaccurate reporting of payments made.Business Response
Date: 11/07/2024
AppFolio Property Manager (“APM”) is a software through which property managers are able to process payment transactions online. APM 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 there are errors in your statements, we recommend sharing your attached documentation with your property manager for review and should they have any additional questions, they can contact AppFolio for assistance.Customer Answer
Date: 11/07/2024
Complaint: 22511268
I am rejecting this response because:I've talk & discussed this with the owner of the property multiple times. Nothing is do, goes ignored, and wether it's the property management, owner, AppFolio, whom ever it is...... It continues and continues and continues and continues
Regards,
A****** ****Initial Complaint
Date:10/03/2024
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.
Apartment complex only uses AppFolio. I had set up auto pay and on the first of this month took out my rent twice! Went to office they said I had to call Appflio and gave me a number which said if payment trouble go thru property manager!!! No one helping me. Never was contacted by anyone from AppFolio. Left messages. Nothing. Now I am out thousands of dollars. HelpBusiness Response
Date: 10/08/2024
AppFolio Property Manager (“APM”) is a software through which property managers are able to process payment transactions online (including initiating and recording transactions). Property managers would also be the recipient of any payments. AppFolio has reached out to this consumer’s property management company to contact this consumer directly to resolve this matter.Initial Complaint
Date:09/23/2024
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.
Appling to rent an apartment. This "screening service" low balled my credit score. I disputed,I was told they use vantage score 3.0,when I checked my score it was almost 30 points above what they said. I lost out on a great apartment due to their reporting errors.Business Response
Date: 09/23/2024
In response to the Consumer’s complaint regarding an alleged discrepancy in his consumer report, AppFolio’s Consumer Relations Team (“CR Team”) reached out via email to discuss the credit score and how the score was generated. AppFolio's CR attempted to help the consumer understand where the data comes from and how the score was calculated. The Consumer can reach back out to Consumer Relations at the number provided in the email message, should he have any questions.Customer Answer
Date: 09/24/2024
Complaint: 22324851
I am rejecting this response because: they did nothing but talk in circles,told me they use a certain model,then when I found the same model they claim to use,my score was significantly higher then what they report. I feel this is unfair credit reporting.
Regards,
M*** **********Business Response
Date: 09/25/2024
The Consumer can reach back out to Consumer Relations at the number provided in the email message sent to him, should he have any additional questions about how his credit score was generated.Customer Answer
Date: 09/26/2024
Complaint: 22324851
I am rejecting this response because: I understand how the score is calculated, it did not match and was well below the 3 credit reporting agencies.So either the 3 agencies are all wrong or appfolio is using bad information/unfair credit reporting.
Regards,
M*** **********Initial Complaint
Date:08/20/2024
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 requested a copy of my tenant screening history report 8/14 that used to approved for an apartment rented 2021 in the state of Texas. I have explained to the representative at this company that my identity was stolen and used to rent the apartment. I have never lived nor visited the state of Texas. The representative told me a copy the company does nit send copies of tenant screening history reports after 3 years but would speak with her manager about an exception due to identity fraud. The representative sent me an email with a link to complete an identity affidavit and return with my ID. I submitted the information needed but haven’t received a confirmation. I also have been calling the company since last week leaving several messages but have not received a response.Business Response
Date: 08/23/2024
AppFolio consumer relations team reached out to the consumer to answer any questions and send the requested report.Initial Complaint
Date:08/20/2024
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.
Regarding AppFolio, a property management software that has subjected me to a frustrating and unacceptable experience over the last nearly 10 years as a customer. My primary grievances involve their outrageous cancellation policies, lack of support, and consistently poor customer service.
Throughout my long tenure with AppFolio, I have experienced numerous issues with their software, including bugs and functionality problems that have severely hindered my ability to manage my properties effectively. Despite my dissatisfaction, I have yet to receive any meaningful support or solutions to these problems from their customer service team.
Recently, I made multiple requests to discontinue my service due to these ongoing issues, only to be met with the shocking revelation of a cancellation fee amounting to 50% of the remaining balance. This policy is completely unacceptable, especially considering my long-term loyalty to the company. It feels like a trap designed to force customers into continuing a service they no longer wish to use.
Furthermore, it is evident that AppFolio deliberately delays their responses to customer inquiries, seemingly in an attempt to extract another month of membership fees. This unethical practice not only reflects a blatant disregard for their customers’ time and needs but also adds to the overall frustration of dealing with this company.
Despite my commitment as a customer for almost a decade, AppFolio has offered nothing in return for my loyalty, leaving me feeling undervalued and frustrated. Their refusal to acknowledge the issues I've faced and their insistence on an outrageous cancellation fee only compounds the lack of respect shown to loyal customers.
I strongly urge the Better Business Bureau to investigate AppFolio's business practices and hold them accountable for their numerous unethical policies and subpar service.Business Response
Date: 08/21/2024
AppFolio would like to thank the customer for this feedback and will take these comments under advisement. Any additional questions or concerns can be addressed with our customer care team.Initial Complaint
Date:08/05/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In February and March of this year Appfolio submitted duplicated charges to my bank account for monthly assessment. The charges were submitted on 02/25/24,02/29/24,03/25/24,03/9/24. Those were an unauthorized charges. I'm requesting Appfolio an explanation to those unauthorized charges and refund an unauthorized charges. Who approved dublicate charges?Business Response
Date: 08/12/2024
AppFolio has contacted consumer’s property management company and has requested they follow up on this matter directly with their tenant. If the property manager has any questions, they may contact AppFolio for assistance.Customer Answer
Date: 08/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22096629, and find that this resolution is satisfactory to me.
Regards,
N*** ********Initial Complaint
Date:07/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to cancel my account since my company merged with another Appfolio client and we have gotten zero assistance from Appfolio or responses. I need to plan when my account will be shut off and need help getting my data out. DO NOT CLOSE THE ACCOUNT WITHOUT OUR APPROVAL.Business Response
Date: 07/25/2024
AppFolio billing team sent an email to this consumer's "apmhelp" email on July 11 with confirmation that it received the previously requested documentation, would be waiving the termination fee on the account, the date the account will be closed (Aug 1) and instructions on how to download any relevant docs. If there are any additional questions, the consumer may contact AppFolio customer care for further assistance.Customer Answer
Date: 07/25/2024
Complaint: 22041758
I am rejecting this response because: we have never gotten a response and we never got this information and we need more time to close our account AppFolio has refused to help us download our data and is now going to delete it all.
Regards,
D** ****Business Response
Date: 07/29/2024
We understand the customer spoke with a member of our Customer Care team who attempted to answer this customer's questions. If there are any additional questions, the customer may contact AppFolio customer care for further assistance.Initial Complaint
Date:07/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My property management company uses this service to process rent payments and for the month of July my bank account was debited twice, with no record of the second transaction on the online portal. The property management company directed me to talk to Appfolio, directly, Appfolio has no customer service numbers available for tenants. Now, I’m reading that this double debit is a common problem and error committed by Appfolio, and over $1000 of my money is floating around somewhere. There’s been no communication from this company about this issue and no instructions on how to resolve it. This needs to be fixed immediately.Business Response
Date: 07/23/2024
AppFolio has reached out to this consumer via personal email in an effort to resolve this issue. After reviewing the message, should the consumer have any questions, they should contact their Property Manager who can contact AppFolio directly for assistance. We apologize for any inconvenience this may have caused.
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