Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/08/2023

  AppFolio is a tool that property managers use to initiate and record transactions to their vendors and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and vendors a fee to support the use of AppFolio’s full suite of products, including the convenience of making electronic payments, tracking payments, and scheduling payments. Previously, AppFolio waived the fee to tenants and owners, but have since made a business decision to remove that waiver. 
  
  

• Initial Complaint

  Date:08/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/02/2023

  AppFolio is a tool that property managers use to initiate and record transactions to their vendors and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and vendors a fee to support the use of AppFolio’s full suite of products, including the convenience of making electronic payments, tracking payments, and scheduling payments. Previously, AppFolio waived the fee to tenants and owners, but have since made a business decision to remove that waiver. 

  Customer Answer

  Date: 08/04/2023

  
  
  
  
  I am rejecting this response because:
  

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

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

  

  Business Response

  Date: 08/08/2023

  As stated in the response dated Aug 2, AppFolio is a tool that property managers use to initiate and record transactions to their vendors and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and vendors a fee to support the use of AppFolio’s full suite of products, including the convenience of making electronic payments, tracking payments, and scheduling payments. Previously, AppFolio waived the fee to tenants and owners, but have since made a business decision to remove that waiver. 

  Customer Answer

  Date: 08/09/2023

  
  
  
  
  I am rejecting this response because:

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

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

• Initial Complaint

  Date:08/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/02/2023

  AppFolio is a tool that property managers use to initiate and record transactions to their vendors and owners, as well as to receive payments from tenants and owners. AppFolio charges property managers, tenants and vendors a fee to support the use of AppFolio’s full suite of products, including the convenience of making electronic payments, tracking payments, and scheduling payments. Previously, AppFolio waived the fee to tenants and owners, but have since made a business decision to remove that waiver. 

• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/03/2023

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

  Customer Answer

  Date: 08/04/2023

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

  

  Business Response

  Date: 08/14/2023

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

  Customer Answer

  Date: 08/15/2023

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

• Initial Complaint

  Date:07/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/14/2023

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

  Customer Answer

  Date: 07/14/2023

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

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/10/2023

  AppFolio Property Manager is a property management software through which Property Managers are able to process payment transactions online. At no time does AppFolio collect funds from applicants or tenants, AppFolio is the tool the Property manager uses to initiate and record transactions. All fees associated with rental applications are determined by the property management company who would also be the recipient of any payment for a rental application. If you feel you were incorrectly charged, you should contact the property manager you applied with or dispute those charges directly with your banking institution.
  
  

• Initial Complaint

  Date:07/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/14/2023

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

  Customer Answer

  Date: 08/14/2023

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

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

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

  

  Business Response

  Date: 08/16/2023

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

• 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***** ******