We have been with Appfolio for about a year now. The platform and technology is decent, however the customer service is HORRIBLE. I cannot emphasize enough how much they have let us down when we needed them.
For instance (this is just the latest example but there are more), I have been trying to resolve a VERY serious and VERY time sensitive problem for over a month. The problem is that our vacancies are not posting to advertising sites properly...very important stuff. Our leasing season right now feels like we are fighting with both hands tied behind our backs because our listings are not being advertised on the partner sites! I asked them to look into this at the end of March by reaching out to them via their chat feature. I was told that they would look into and get back to me. I got no response and after two weeks I asked for a call with someone so they could see the problem with me on the phone. I spent 20 minutes on a call with Sydney, who seemed to understand the problem at the time. I gave Sydney the benefit of the doubt and waited for her to let me know what was being done. I waited for almost a week and after hearing nothing (again time sensitive problem), I sent her a follow up email. Her reply was that they had contacted Apartments.com about why the ad was not working. Side note, when we spoke we determined that the apartments.com feed was not working because they were switching to a paid model...so there was no reason for anyone to contact them. It is every other site that needed checked into! I became obviously frustrated as it appeared as though no progress had been made in 3 weeks! I emailed Sydney back 2 more times after this and she gave NO RESPONSE. I got back on their chat service (you cannot actually call them) and asked for a manager to call me. I gave them the case # and I was assured that a manager would reach out to let me know why no one has fixed the problem, or at the very least followed up with me to let me know what has been done. It has been 3 days since the chat and NO ONE has reached out to me! It is beyond comprehension. I am not expecting them to tell me that everything is fixed, I am realistic. I do however expect them to do what they say they are going to do, like reach out to me.
It is painfully and regretfully clear that AppFolio does not value their customers. If they did, they would at least follow up with you and let you know what they are doing while they work on a solution. I have been BEGGING them to help me with a problem that is directly tied to providing for my family, and they do not seem to have any sense of urgency.
Early on, before I understood these things, I referred another friend to them and they have treated him with the same lack of concern. I regret that I told him about the service as it has negatively impacted his business too. We regret that we switched to AppFolio and hope that they will see these reviews and make some fundamental changes about how they go about treating their customers. Again, the product is pretty good, but when there is a problem, it is a nightmare.