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:10/09/2023

  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 autopay set up with this company for my rent. They failed to collect rent for September and I received 0 notification. I only realized this after my finances weren’t adding up. I was charged additional fees for Oct and wondering why there was an additional $350ish charged to my rent.
  
  I now owe an additional $970, I’m a month behind rent, charged with late fees, and my LL is unaware of any autopay issues. Can’t even get the company on the phone to see if this is an ongoing issue and why they didn’t attempt to pull the funds.

  

  Business Response

  Date: 10/12/2023

  In reviewing the consumer’s information, it appears that on August 30, 2023 this transaction was attempted and did not go through.  AppFolio is a property management software tool used by property management companies to initiate and record transactions, but AppFolio’s system does not provide follow up notifications to consumers if attempted payments are rejected and not received by the property management company. It appears a payment made by the consumer on September 30, 2023 was applied to September's past due rent, rather than October’s rent, which is why the consumer’s account may still show a balance due to the property management company for the month of October.  We are unaware of why or how the consumer was charged an additional $350 dollars as stated, as AppFolio does not see this charge in the consumer’s account portal.  If the consumer has any additional concerns, we recommend they contact their property management company, who can contact AppFolio. 

  Customer Answer

  Date: 10/12/2023

  
  
  
  Complaint: 20704807
  
  
  
  I am rejecting this response because:

   This does not align with my bank statement for August 30th. I had the funds to clear the payment and there was no attempt to draw the funds.
  

  Additionally, my landlord told me to contact Appfolio directly as he’s confused on the transaction. 
  
  
  
  Regards,
  
  
  
  V******* ***********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/13/2023

  As previously stated, it appears that on August 30, 2023 this transaction was attempted and did not go through.  AppFolio’s system does not provide follow up notifications to consumers if attempted payments are rejected and not received by the property management company. AppFolio is unaware of why or how the consumer was charged an additional $350 dollars, as AppFolio does not see this charge in the consumer’s account portal.  If the consumer has any additional concerns, we recommend they contact their property management company, who can contact AppFolio.  

  Customer Answer

  Date: 10/16/2023

  
  
  
  
  Complaint: 20704807
  
  
  
  I am rejecting this response because:

  Same issues as listed before. The message has been copy/pasted and provides no insight  

  
  
  
  Regards,
  
  
  
  V******* ***********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/04/2023

  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 complaint is because when I was notified of the 2:49 fee to pay my rent each month, I asked the property manager how I could avoid that fee and she told me that I could take my check directly to her offices and so I did. I took my rent check personally and today I checked my appfolio and they are charging me in the same way for the 2:49 of the rent that I already paid by check at the offices and another 2:49 of fees for making the payment of those 2:49 . It seems exaggerated to me to pay those 2:49 fees to pay those 2:49 fees too.

  

  Business Response

  Date: 10/09/2023

  AppFolio Property Manager is a property management software tool used by property management companies to run their day to day operations. AppFolio is the tool the property managers use to initiate and record transactions to their tenants and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and owners a transaction fee to support the use of AppFolio’s full suite of products, including the convenience of making electronic payments, tracking payments, and scheduling payments. In reviewing the consumer’s tenant portal, AppFolio did not charge the consumer a $2.49 fee.  The $2.49 that was charged appears to have been initiated by the property management company directly.  If the tenant has additional questions, we encourage them to contact their property manager for assistance.

• Initial Complaint

  Date:10/03/2023

  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.

  For the past three months I have incurred a fee of $2.45 while paying my rent. My landlord advised this is because AppFolio is now charging residents fees for paying their rent. This company's new policy has changing the conditions of my lease and how I pay my rent. AppFolio's resident fee is forcing me to pay more than agreed on in my contract. I do not believe what they are doing is ethical and request your assistance in resolving the matter. Their decision to make residents incur an additional cost (and in most cases AppFolio is the ONLY way some landlords allow payment) is wrong. I encourage them to rethink their policy and consider the burden it places on veterans and the elderly. I do not understand how AppFolio can ethically interfere in my agreement with my landlord on my rent amount?

  

  Business Response

  Date: 10/03/2023

  AppFolio Property Manager is a property management software tool used by property management companies to run their day to day operations. AppFolio is the tool the property managers use to initiate and record transactions to their tenants and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and owners a transaction fee to support the use of AppFolio’s full suite of products, including the convenience of making electronic payments, tracking payments, and scheduling payments. Previously, AppFolio waived the transaction fee to tenants and owners for ACH, but have since made a business decision to remove that waiver. We have provided tenants and owners notice of this change as required by applicable law, rule or regulation prior to removing our waiver of this transaction fee. While AppFolio provides software tools for property managers to manage their properties, AppFolio does not manage any properties itself. AppFolio is not a party to any leases, and therefore does not make any decisions on behalf of its property manager customers. Should the consumer have any additional questions, we would advise them to contact their property manager, who can then contact AppFolio.

• Initial Complaint

  Date:10/02/2023

  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.

  Beginning at 12am PST on 7/31/2023, AppFolio, the company our landlords require us to go through for online rent payment, began charging every tenant a transaction fee for payments made by eCheck. by "eCheck" they mean to withdraw the funds directly from my bank account. This is NOT a credit/debit card fee. In the notification email, the company, AppFolio, claims it will "no longer waive the transaction fee for payment made by eCheck". Although this fee seems minor, it adds and additional $29.88 per year fee that is not present in our lease agreement. This company is causing a violation of the lease agreement by creating an over-charge of our rent. Banks do not require a fee to withdraw directly from a bank account. Just like it does not cost money to cash a check. This fee does not seem legal. It seems like a way to increase profit at the sole expense of renters.

  

  Business Response

  Date: 10/02/2023

  AppFolio Property Manager is a property management software tool used by property management companies to run their day to day operations. AppFolio is the tool the property managers use to initiate and record transactions to their tenants and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and owners a transaction fee to support the use of AppFolio’s full suite of products, including the convenience of making electronic payments, tracking payments, and scheduling payments. Previously, AppFolio waived the transaction fee to tenants and owners for ACH, but have since made a business decision to remove that waiver. We have provided tenants and owners notice of this change as required by applicable law, rule or regulation prior to removing our waiver of this transaction fee.

  While AppFolio provides software tools for property managers to manage their properties, AppFolio does not manage any properties itself. AppFolio is not a party to any leases, and therefore does not make any decisions on behalf of its property manager customers. Should the consumer have any additional questions, we would advise them to contact their property manager, who can then contact AppFolio.

  
  

• Initial Complaint

  Date:09/11/2023

  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.

  I have seen a charge in my bank account of $2.49 for the last two months from Appfolio for something that I have no idea what it is al about. I'm not a tenant, I own my house.
  
  I have tried to contact them but you can't get to any live person. I also tried on their website but there no where you can even leave an inquiry that someone should email or contact otherwise.
  
  It is frustrating to spend so much time for $2.49 a month, but it is unreal that no one can reach them.

  

  Business Response

  Date: 09/12/2023

  AppFolio charges property managers, tenants and vendors a transaction fee to support the use of AppFolio’s full suite of products, including the convenience of making electronic payments, tracking payments, and scheduling payments. Previously, AppFolio waived the transaction fee to tenants and owners for ACH but have since made a business decision to remove that waiver. We have provided tenants and owners notice of this change as required by applicable law, rule or regulation prior to removing our waiver of this transaction fee.

  Customer Answer

  Date: 09/13/2023

  
  
  
  
  I am rejecting this response because:

  I'm not a tenant of any landlord, and I don't have any appfolio account, so I have no idea where they have my information and why they are charging.
  
  
  
  Regards,
  
  
  
  J*** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 09/15/2023

  After doing further research in this matter, AppFolio was able to locate an account for the consumer related to a gym membership. AppFolio is the tool the consumer's gym uses to receive and process payments.  Per our earlier response, AppFolio had previously waived the transaction fee for ACH but have since made a business decision to remove that waiver. We 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: 09/18/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20584573, and find that this resolution is satisfactory to me.

  If they would have a phone number to call in and have someone answer questions, this could have been avoided.  There is no way I should know who my gym is using to process payments.

  
  Regards,
  
  
  
  J*** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/06/2023

  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 charged me $2.49 transaction fee on August 31, 2023 without notice to me. I did not authorize or have knowledge about the fee. Not able to discuss on phone with Appfolio staff. I seek the return of the $2.49 unauthorized processing fee.

  

  Business Response

  Date: 09/07/2023

  AppFolio Property Manager is a property management software tool used by property management companies to run their day to day operations. AppFolio is the tool the property managers use to initiate and record transactions to their vendors and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and vendors a transaction fee to support the use of AppFolio’s full suite of products, including the convenience of making electronic payments, tracking payments, and scheduling payments. Previously, AppFolio waived the transaction fee to tenants and owners for ACH but have since made a business decision to remove that waiver. We have provided tenants and owners notice of this change as required by applicable law, rule or regulation prior to removing our waiver of this transaction fee. Should the consumer have any additional questions, we would advise them to contact their property manager, who can then contact AppFolio.

  Customer Answer

  Date: 09/08/2023

  
  
  
  
  I am rejecting this response because: I did NOT receive notification about the automatic payment processing fee.  I have discussed my concerns about not being notified about the processing fee until it appeared on my August checking account statement with JLA Real Estate Group with NO acceptable resolution.  I am asking around Plaza West to see if other homeowners received any prior notification about the processing fee.  It is no wonder why Appfolio, Inc. has an "F" rating and is involved in litigation.  I have also reached out to a Plaza West HOA board member to look into this immoral business practice.  I have discontinued my electronic payment for association dues and would like Appfolio, Inc. to return the money ($2.49) they took without my permission.  
  
  
  
  Regards,
  
  
  
  B****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/08/2023

  As stated in the earlier response, previously, AppFolio waived the transaction fee to tenants and owners for ACH but have since made a business decision to remove that waiver. We  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. Should the consumer have any additional questions, we would advise them to contact their property manager, who can then contact AppFolio.

  Customer Answer

  Date: 09/08/2023

  
  
  
  
  I am rejecting this response because: it is very clear that I am dealing with unethical companies that do not care about resolving this issue with me fairly.  AppFolio, Inc. robbed me of $2.49 and should be held accountable for fraudulent action.
  
  
  
  Regards,
  
  
  
  B****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/28/2023

  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.

  AppFolio has implemented a "junk fee" of $2.50 for every transaction processed within my property management company's online portal. The company had previously not charged a fee, but as of August 2023 notified us with little advance warning that they would be charging this fee, for which they have been vague about what the exact purpose of this fee is. I have seen the company post in response below to other similar complaints, however I feel that this is part of a larger trend of companies trying to charge "junk fees" wherever they can to make an extra buck off of consumers. For example, I had AutoPay set up for my monthly rent in August before realizing the change. I normally make an additional payment to cover the utilities charged by my property management company separately. As a result, I paid the $2.50 fee twice; once for the rent amount and once for the utility amount (which was only $6, meaning I paid a $2.50 fee on a $6 transaction).
  I would request from the business that they remove these transaction fees and return to a no-fee system for transactions.

  

  Business Response

  Date: 09/05/2023

  AppFolio Property Manager is a property management software tool used by property management companies to run their day to day operations. AppFolio is the tool the property managers use to initiate and record transactions to their vendors and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and vendors a transaction fee to support the use of AppFolio’s full suite of products, including the convenience of making electronic payments, tracking payments, and scheduling payments. Previously, AppFolio waived the transaction fee to tenants and owners for ACH but have since made a business decision to remove that waiver. We have provided tenants and owners notice of this change as required by applicable law, rule or regulation prior to removing our waiver of this transaction fee. While AppFolio provides software tools for property managers to manage their properties, AppFolio does not manage any properties itself. AppFolio is not a party to any leases, and therefore does not make any decisions on behalf of its property manager customers. Should the consumer have any additional questions, we would advise them to contact their property manager, who can then contact AppFolio.

• 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.