AppFolio

Bonnie Cunningham from Meadows Ohio LLC (2 - 10 Employees)

This company has the worst Customer Service, they reel you in and give you service for the first 30 days and after that your pretty much on your own. you can't reach anyone, they take weeks and sometimes over a month to get back to you. I would NOT recommend this software for that reason alone.

Nick Lamatrice from Venice (2 - 10 Employees)

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.

Nick Lamatrice
Venice Properties

Michael Couvrette from Prime Locations of California, Inc (2 - 10 Employees)

The integrated package of accounting, property management and marketing was the reason I selected Appfolio. The marketing aspect with Appfolio is almost non-existent. The ability of Appfolio to successfully introduce the marketing information to the online marketing networks is sporadic and limited at best. Multiple times I have had to set up my own marketing information on the Zillow Network because Appfolio's system failed to do so. In the latest incident, I placed a support request to Apfollio and got no response. On the third day after the request was submitted, I utilized the chat support. The representative informed me that if I wanted a resolution that I would have to contact Zillow myself to resolve the Appfolio/Zillow issue. I am unfortunately under contract until next spring.

Donna Sapp from 342k,LLC (2 - 10 Employees)

This is not a good fit for smaller companies and their customer support is a joke. I have been waiting for 48 hrs for a response to a support question submitted through their channels. I sure don't want to put my work on hold, for a 3rd day, for a problem, while I wait for a response.

Janet Hoffman from Related Property Managment (2 - 10 Employees)

This company is so busy with their "Possible" clients that they can't help a new company begin it's work. After 6 weeks of connecting with them and no clear communication, they told us they couldn't work with a growing company.

Melissa Collins from Sharon Landrum Realty (2 - 10 Employees)

Customer Service is not good at all. They do not get back with you, you call and they tell you that your case has been assigned to someone and that person will call you, they don't. I have emailed them, and called and no help with a situation that has been going on for almost 2 months.

Yvette Iturrino from Central FL Realty LLC (2 - 10 Employees)

I have tried to get setup as a customer with Appfolio to no avail, if you do not have min of 50doors that won't consider you NO EXCEPTIONS. I pay the same amount monthly for RENT MANAGER for almost 1 year now, they no min requirements. If you can pay the min $ 250 why won't you want a customer. Who wants to wait until you reach 50 doors to keep switching software, I feel it makes not sense to deny a company to get set up with your company. Rent Manager is very robust but at the same time very complex so you need to call support to figure things out all the time and its hosted on their server so you have to use remote desktop service to access your data. I would prefer the cloud.

Leigh Keller from The Timbers Apartments

Very user friendly especially for someone new to the software

Donna Pupich from residential Properties LLC

I really like that the tenant's can pay on-line. This has saved us many trips to the bank and enables tenant's to pay their rent in a really timely manner.

Karen Mata from Centurion Real Estate Management

The ease of being to do many things in this one application. The help we are able to get when we have questions and can get things resolved same day.