Business Profile

Computer Software

AppFolio, Inc

Headquarters

Complaints

This profile includes complaints for AppFolio, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

87 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/05/2026
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 have used Appfolio to manage our rentals in Indiana for several years. We used it for rent collection/communication with tenants. We hired a local Property Manager in May who has their own CRM and called Appfolio to cancel our service. This is where the Circus begins (just go ahead and apply clown paint before calling)
1. You have to submit a cancel request through their portal.
2. You will eventually receive an email with an appointment calendar to "schedule a call" This is what was sent: Cancellations have multiple moving parts. To ensure we cover everything and ensure a successful transition off of our platform, it’s important to go through the cancellation process over the phone. Please follow the link below to schedule a call.
3. I eventually connected with "Monica" after a few weeks - "Hello Bill! I have contacted the billing team for an update, and they should be reaching out to you soon about the cancellation process. I found that the early termination fee (ETF) would be $882. If you have any questions, please let billing know, and they can look into this for you.
4. You now have to wait for a second person from billing to contact you to cancel and charge the early termination fee. Fine - I was just happy to get this over with. I told Monica I would like an "email from billing to confirm cancel - not a call". She emailed me back to inform me they would be calling I put more clown make-up on.
5. I never received a call or email from someone in AppFolio billing - I was charged another month for service on Aug 2nd.
6. I emailed Monica back at the email address she sent me - this is the response:
ACTION REQUIRED: Your message was not delivered
You replied to a closed support case or an unmonitored email address. Support has not seen your message. To receive assistance, you must submit a new request directly inside AppFolio:
7. Apply Clown Nose and start the process over again.
Business Response
Date: 08/12/2026
AppFolio's Billing Team has contacted this customer and will provide further assistance.
Initial Complaint
Date:07/27/2026
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 refuse to remove a Cilvil Judgement from my consumer report THATS not mines I had also provided every thing to them I file a dispute with them July 6, 2026 and now I want to attached a identity theft report to the dispute I would also asked them can they remove the fraudulent Judgement that under Landlord and Tenant
Business Response
Date: 07/29/2026
AppFolio has previously reached out to this Consumer regarding their concern and as of July 16, is continuing to look into this matter and will update the Consumer accordingly.
Customer Answer
Date: 07/29/2026

I am rejecting this response because:

The court said they don't have any civiljudgement case under my name

Regards,

NREMOVED

Customer Answer
Date: 07/29/2026
Letter from the court
Business Response
Date: 08/03/2026
AppFolio contacted this consumer on July 30 to provide further updates and information. Should the consumer have additional questions, they should contact AppFolio Dispute Specialist at the number provided.
Initial Complaint
Date:07/13/2026
Type:Customer Service 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 signed a contract with AppFolio expecting a property management platform that would streamline my business operations. Instead, my experience has been nothing but frustration from the beginning.

The onboarding process has been disorganized, delayed, and lacking in transparency. I have repeatedly been passed between different representatives, with no one taking ownership of my account or providing clear answers. My phone calls and emails have frequently gone unanswered, and I have spent months trying to get assistance without meaningful resolution.

In addition to the poor onboarding experience, I found the software itself to be unnecessarily difficult to use. Rather than saving me time as promised, it created additional work and problems at every step. I never became fully onboarded or able to meaningfully use the product.

Because of these ongoing issues, I began requesting to cancel my account more than two months ago. Despite my repeated attempts to cancel before I was ever successfully onboarded or actively using the software, AppFolio has informed me that I must pay approximately $3,600 in cancellation fees to terminate the contract.

I believe it is unreasonable to require a customer to pay thousands of dollars to cancel a service that was never successfully implemented due to the company's own onboarding failures and lack of customer support. I feel I have been treated unfairly and have been unable to obtain a timely resolution despite numerous good-faith attempts to work directly with the company.

I am requesting that AppFolio cancel my contract without imposing the cancellation fee and resolve this matter promptly and fairly.
Business Response
Date: 07/15/2026
A member of AppFolio’s Customer Care team will reach out to this customer directly regarding this matter.
Initial Complaint
Date:07/09/2026
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 am disputing inaccurate and incomplete information reported on my consumer screening report. The information being reported is missing important details and does not provide a complete and accurate representation of the record. Reporting incomplete information may create a misleading impression and negatively impact my consumer profile. I am requesting that the reporting agency conduct a reasonable investigation and verify that all information being reported is accurate, complete, and properly documented under the Fair Credit Reporting Act.
Business Response
Date: 07/14/2026
A member of AppFolio's Consumer Relations team has reached out to this consumer and will speak with them directly.
Initial Complaint
Date:07/08/2026
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 am requesting that AppFolio/FolioGuard contact me directly and provide written proof of the insurance-related notices allegedly sent to me, including dates, times, recipient email address, delivery status, and whether the notices were opened, bounced, filtered, suppressed, or otherwise failed to reach my inbox.

I am also requesting an explanation of where residents can view these system-generated notices inside the portal after they are sent, and what resident-facing support path exists when notices are marked delivered but not received.

Because this issue resulted in a fee being charged to my account, I am also requesting review and adjustment of the fee or written guidance on how AppFolio/FolioGuard resolves fees caused by notification delivery failures.
Business Response
Date: 07/22/2026
A member of AppFolio's Consumer Relations team responded to this consumer directly and provided further guidance.
Customer Answer
Date: 07/23/2026

I am rejecting this response because:
I did not receive the response from the AppFollio.

Regards,

LREMOVED

Business Response
Date: 08/10/2026
AppFolio has reached out to the consumer to advise that additional information is needed to assist them further. Once they are ready to provide these details, they may contact AppFolio or their Property Manager for assistance.
Customer Answer
Date: 08/10/2026

I am rejecting this response because:
I do not accept AppFolio’s response as a resolution.
AppFolio has contacted me, but they have not answered the core questions raised in my complaint. Their response to BBB states that additional information is needed to assist further. However, the questions I asked include general resident notification and support-process questions that should not require access to my specific property manager’s account.
AppFolio has not answered whether residents can view system-generated insurance notices inside the resident portal after those notices are sent. AppFolio has not answered whether residents can access any notification history, message history, delivery log, or document history from the resident portal. AppFolio has not answered what “delivered” means in its system — whether it means the notice reached the resident’s inbox or simply that AppFolio transmitted the message to the email address on file.
AppFolio is asking me to provide my rental property address and property management company before answering these questions. I understand property-specific troubleshooting may require account details.
However, AppFolio has not explained why it cannot answer general resident-facing process questions without those details.
This remains unresolved because residents can be financially impacted by AppFolio/FolioGuard system-generated notices, but AppFolio has still not provided a direct resident-facing way to access, verify, or troubleshoot those notices.
I am requesting that BBB keep this complaint open until AppFolio provides a substantive written response to the following:
Where residents can view system-generated insurance notices after they are sent;
Whether residents can access notification history, message history, delivery logs, or document history inside the resident portal;
What “delivered” means in AppFolio’s system;
What troubleshooting exists when notices are marked delivered but not received;
What resident-facing escalation path exists when property management does not resolve the issue.
AppFolio contacting me is not the same as resolving the complaint. The issue remains open because the basic resident notification questions have not been answered.

Regards,
Initial Complaint
Date:07/06/2026
Type:Product 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.
On April 1, 2026, my real estate corp, DLS&K, Inc. dba Pacific Coast Real Estate, made 7 separate property tax payments via AppFolio’s CheckSend to the San Diego Treasurer-Tax Collector ($13,525.01 total). Payments were submitted 9 days before the April 10, 2026 deadline. AppFolio issued 7 distinct check numbers (#30REMOVED4 to #3REMOVED0).AppFolio's system says checks are mailed individually. When my bookkeeper, Lori McNeill, queried support, the system stated: "No. Only one CheckSend check is stuffed in an envelope, even if you're paying the same vendor multiple times." Relying on this structural safeguard, we authorized the mailings.However, AppFolio’s fulfillment negligently overrode its safety protocols. On June 15, 2026, AppFolio specialist Naim admitted in writing: "And yes, they were in the same envelope. Any checks created at approximately the same time for the same recipient will be sent in one envelope." My staff replied on June 17, pointing out this unannounced consolidation directly contradicted AppFolio's own operating rules.Because AppFolio bulk-stuffed all 7 high-value checks into one USPS envelope, the package was lost. This single operational failure caused 7 properties to fall into delinquency at once. As a direct result of AppFolio's system negligence and protocol deviation, my corporation incurred $1,667.47 in immediate out-of-pocket damages that AppFolio refuses to reimburse:San Diego County Late Tax Penalties: $1,422.47Bank Stop-Payment Fees (7 checks x $35.00): $245.00AppFolio disclaims liability by blaming USPS. However, their written admission proves they breached their standard configuration by consolidating the mailings, which was the sole proximate cause of this catastrophic 7-property loss.
Business Response
Date: 07/08/2026
A member of AppFolio's Customer Care team has been alerted to this issue and will reach out to the customer directly.
Customer Answer
Date: 07/15/2026
The business resolved this issue to my complete satisfaction.
DREMOVED
Owner / Broker
DLS&K, Inc. dba Pacific Coast Real Estate
###-###-####

Customer Answer
Date: 07/16/2026

I have reviewed the response made by the business in reference to complaint ID 25014835, and find that this resolution is satisfactory to me.

Regards,

DREMOVED
Initial Complaint
Date:05/18/2026
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.
On Tuesday, April 21, 2026, I received an alert from CreditWise regarding an unauthorized credit inquiry made using my Social Security number. Upon reviewing the alert, I discovered that the inquiry originated from an address associated with an apartment complex in Modesto, California. I previously cosigned for my son at this location three years ago; however, he vacated the unit after completing his one-year lease, and I have had no connection to the property since that time.
There was no legitimate reason for my credit to be pulled this year. I contacted the property manager and was informed that credit reports are processed through a third-party vendor, AppFolio, and that I would need to reach out to them directly. I have contacted AppFolio twice—on May 4, 2026, and May 7, 2026—but I have not received any response.
I am requesting prompt assistance in resolving this matter, as this unauthorized inquiry has negatively impacted my previously excellent credit score, which has now dropped below 800.
Business Response
Date: 05/21/2026
A member of AppFolio's Consumer Relations team is looking into this matter and will respond to this consumer directly.
Initial Complaint
Date:05/11/2026
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 my rent through the app folio website as my property manager Reside Rental and AMR property management uses them to process payments. The site clearly relates that there is a 9.95 fee for processing. agreed however and i have proof since 9/2025 i have been getting the charge returned and then another 20 dollars even extra charged. this happened through reside and amr and the appfolio contacts claim that it’s my property managements doing but two different companies!?!? This is a theft of funds from my account. i want all funds returned and appfolio held accountable.
Business Response
Date: 05/11/2026
AppFolio Property Manager ("APM") is a property management software tool used by property management companies, to run their day to day business operations. APM 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. If the consumer feels they were charged for services they did not receive, they should contact their property manager or dispute those charges directly with their banking institution.

Customer Answer
Date: 05/11/2026
I am rejecting this response because:

There is shown on the raccoon history that the money is taken with a extra 20 mt bank statements show the money being debited then deposited but doesn’t show in statement where it was taken back out and the extra 20 but the money had to come out at some point after the original removal and return cause if it did t I would have been evicted for none payment

Regards,

RREMOVED

Business Response
Date: 05/14/2026
AppFolio Property Manager ("APM") is a property management software tool used by property management companies, to run their day to day business operations. APM 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. If the consumer feels they were charged for services they did not receive, they should contact their property manager or dispute those charges directly with their banking institution.
Customer Answer
Date: 05/15/2026
I am rejecting this response because:

I am sitting in ly
living room with a stack of bank statements from my bank showing where for nine months. App folio has charged me then within a two day span return my funds and then same day of returning my fund they take the amount refunded plus a 20 everyone time no matter the size of the charged amount so I know this ain’t a percentage when asked about this I have been given a number of excuse but after speaking with the bank it’s been found that this is happening through a back door way that most banks wouldn’t notice unless brought to there attention regardless of what they say I have used in 9 months Appfolio to pay three separate realtors money and all those transactions ended with the funds being returned only to them around and take 20 $ more then I originally agreed to pay with no fine print to questing and the company continues to place the blame on the realtor suspicious???

Regards,

RREMOVED
Initial Complaint
Date:05/07/2026
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.
On May 6, 2026 I completed an application with Optiononehomes.com using their The AppFolio Team to collected 25.00 for REMOVED Abingdon, MD 21009. Only to get a fast response that the house haa been taken yet the house is still posted on zillow, realtor.com, redoing, apartments.com, homes.com and the liat goes on. This is clearly a scam.
Business Response
Date: 05/07/2026
AppFolio Property Manager ("APM") is a 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: 05/07/2026
I am rejecting this response because: the supporting documentation i provided clearly days to contact them with questions. This is a scam as my son and daughter has suffered the same issues. But I will complain to expose them so more consumers fall prey to their scams.

Regards,

DREMOVED

Business Response
Date: 05/14/2026
AppFolio Property Manager ("APM") is a 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. The documentation provided includes the name of the relevant property manager the charges can be disputed with.
Customer Answer
Date: 05/15/2026

I am rejecting this response because: the documentation show if I had any questions to contact them now because I filed bbb contact information changes.

Regards,

DREMOVED
Initial Complaint
Date:04/27/2026
Type:Customer Service 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 am filing a complaint regarding ongoing billing disputes with AppFolio related to their Landlord Liability Insurance (LLI) service.

I terminated management of two properties effective December 31, 2025. Despite this, AppFolio continued billing me in January, February, and March 2026 for tenants and properties I no longer manage.

On January 29, 2026, I contacted AppFolio through their built-in support system to report that I was still receiving insurance charge notifications and needed help stopping the charges. This interaction occurred through their official AI-based support assistant, which is the primary support entry point within their platform.

Despite this outreach, the issue was not resolved, billing continued through February and March, and I incurred approximately $1,995 in charges for services not rendered.

When I later disputed these charges, AppFolio denied credits for January and February, claiming my January 29 request “does not qualify” because it was handled through their AI assistant rather than a human representative.

This distinction was never disclosed. At no point was I informed that:

My request was not being formally handled
Additional escalation steps were required
Failure to do so would result in continued billing

AppFolio’s position effectively redefines their support channel after the fact to deny legitimate disputes.

I made multiple follow-up attempts in March, experienced delays from billing, and charges continued while I was seeking help. The case was ultimately closed without resolution.

This represents unfair billing practices, lack of transparency, and failure to act on a reported issue.

I am requesting a full refund of $1,995 for improperly billed services and that AppFolio clarify its support policies to prevent this from happening to others.
Business Response
Date: 04/30/2026
On April 15, AppFolio’s Billing Team contacted the customer to clarify this issue. For additional support or questions, the customer should reach out to Customer Care or the Billing Team.
Customer Answer
Date: 04/30/2026

Complaint: 24791551

I am rejecting this response because: AppFolio’s reply does not address the substance of my complaint and instead directs me back to Customer Care, which I have already worked with extensively over the course of several months.
This issue is not due to a lack of outreach.
As documented:
I first contacted AppFolio on January 29, 2026 to report that I was being charged for properties I no longer manage and requested assistance stopping those charges
I made multiple follow-up requests throughout March after receiving continued billing
I participated in an ongoing email thread from March 31 through April 24 attempting to resolve this issue
I provided documentation of my support tickets and timeline

Despite these efforts, billing continued while I was actively seeking assistance, and the case was ultimately closed without resolution.
AppFolio’s response also fails to address their position that my January 29 request “does not qualify” as a support request because it was submitted through their AI assistant. This distinction was never disclosed at the time and represents a retroactive redefinition of their own support process.
Additionally, AppFolio issued partial credits for March charges as a “good faith” adjustment, which acknowledges that charges tied to these properties were not valid. However, they have inconsistently refused to apply the same reasoning to identical charges in January and February.
I have attached documentation of my last communication with AppFolio. It's an email thread of a support ticket that was started by me on 3/24/2026 and continued with no resolution and closed by AppFolio after over 30 days of communication with no progress. I have not received any direct emails on 4/15/2026 besides the ones enclosed in the attached packet from AppFolio regarding a resolution.
Directing me back to Customer Care is not a resolution, as that process has already been exhausted and is why I have made a complaint with the BBB.
I am requesting a substantive response that directly addresses the billing dispute, the documented timeline of support requests, and the basis for denying January and February credits while partially approving March.
I remain open to resolving this matter directly.

Regards,

AREMOVED

Business Response
Date: 05/08/2026
AppFolio has reviewed the documentation from this customer's correspondence spanning January through April and has issued all eligible adjustments. No further credits will be applied to the January or February invoices.
Customer Answer
Date: 05/11/2026

Complaint: 24791551

I am rejecting this response because:

I do not accept this response.
AppFolio’s statement that “all eligible adjustments” have been issued does not address the core issue of this complaint: that I reported the billing problem on January 29, 2026 through AppFolio’s official support system and continued seeking assistance for months while billing continued.
The dispute is not about whether I eventually contacted support — AppFolio acknowledges extensive correspondence from January through April. The dispute is about AppFolio refusing to recognize the January 29 support interaction because it occurred through their AI-based support assistant rather than a human representative.
At no point was I informed that:
My request was not being formally handled
Additional escalation steps were required
Failure to escalate beyond the AI system would result in continued billing without recourse
Despite being notified that I no longer managed these properties and needed assistance stopping charges, AppFolio allowed billing to continue through February and March.
AppFolio also issued partial credits related to these same properties for March charges, acknowledging that at least some of the billing was improper, while inconsistently refusing to apply the same reasoning to January and February charges tied to the same issue.
Additionally, this matter remained actively disputed through an extended email thread from March 31 through April 24, yet the case was closed without resolution.
Directing me back to support channels or stating that no additional credits are “eligible” does not address the documented timeline, the support-system discrepancy, or the continued billing after notice was provided.
I remain open to resolving this matter directly and am requesting a substantive explanation for why AppFolio believes a customer’s use of its official AI support channel does not qualify as valid notice of a billing issue.

Regards,

AREMOVED

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AppFolio, Inc is BBB Accredited.