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

90 total complaints in the last 3 years.
33 complaints closed in the last 12 months.

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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:03/11/2026
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.
Date of Transaction: March 4, 2026 (equipment installation)Amount Paid to Business: $2,500 (Vivint system installation and monitoring plan)Business: LiveEasy (manages Century 21 Home Concierge program)Nature of Dispute: Misrepresentation / misleading promotionAdvertising Involved: Yes – email promotionI am filing this complaint with LiveEasy, which runs and manages the Century 21 Home Concierge program, regarding a misleading promotional offer. I received an email on January 16, 2026 stating:“Up to $1,700 of free security equipment. We’ve partnered with the most trusted names to put you in touch with exclusive savings and peace of mind. Connect with Century 21 Home Concierge to receive up to $1,700 of free security equipment AND free installation on select home security systems.”Based on this promotion, I contacted the Century 21 Home Concierge team, who coordinated with REMOVED to install my security system on March 4, 2026.After installation, I called the Concierge team a second time to follow up. The representative informed me they did not know the answer and that someone would call me back, but I never received a call back.The next day, I contacted Vivint directly. They informed me that questions about the offer must be handled by Century 21, which led to me getting the run around between the two companies.On a third call to the Concierge team, a representative informed me I had only been approved for $200, far below the advertised “up to $1,700,” and said they would forward me to Vivint customer service, again without clarification or resolution.Despite multiple attempts to clarify, LiveEasy has not provided a satisfactory resolution. This constitutes misrepresentation, as the promotion implied I could receive significantly more value and did not clearly disclose that the actual approved amount could be far less.
Business Response
Date: 03/20/2026
We have reviewed the consumer's concerns regarding the promotional offers discussed during their enrollment. A member of our consumer relations team will contact the consumer directly to reiterate the terms of the offer.
Customer Answer
Date: 03/23/2026
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed]

Complaint: REMOVED
I want to be clear that I do not have an issue with the personal service I received from the individual representatives; they were professional. My issue is strictly with the misrepresented discount and a significant lack of transparency regarding the terms of my agreement.

I am rejecting this response for the following reasons:

The representative cites a recorded call as proof that the $1,700 credit was "an ADT exclusive." I dispute this. At no point during that call was it stated that choosing Vivint would disqualify me from the $1,700 credit, nor was anything said to that effect. If this was "clearly stated," I request that the business send me the audio file of this call for my review.

The representative claims a "bill" was sent to me reflecting these terms. I have reviewed every document I have received—including the Product List, Service Breakdown, and Fortiva Line of Credit. None of these documents mention any sort of discount or credit. If such a document exists, I request that it be provided again immediately.

When I spoke to a second representative to clarify this, they made no mention of an "ADT-only" restriction. They were unable to answer my questions and simply forwarded me to Vivint—who also had no record of this promotion.
Misunderstanding of Credits: I was under the impression the $1,700 credit would be applied post-installation, which is why the full-price bill did not initially raise red flags. The earlier representative mentioned a "$200 discount". If $200 was mentioned in the initial call, I understood it to be a separate or additional discount, as $200 is not $1,700.
The business claims they provided "discounts I never would have received" through Vivint. This is an unsubstantiated claim of exclusivity. The business has provided no evidence that these are not standard Vivint promotions. Furthermore, I had to spend over an hour on the phone advocating for myself to secure hardware credits from Vivint directly; the Concierge team did not secure these for me.

Desired Resolution: I believe the full $1,700 should be honored, as the advertisement does not mention anything about having to choose ADT. However, I am willing to accept a combination of a loan principal reduction and Vivint service credits (such as 12 months of free monitoring).

Regards,

REMOVED

Business Response
Date: 03/25/2026
A member of the Customer Care Concierge Team has contacted this consumer in an effort to provide further clarification and resolve this matter.
Customer Answer
Date: 03/26/2026
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed]

Complaint: REMOVED

I am rejecting this response because:

After the initial call on the 23rd, the business has yet to reach out to me. Also, they have not addressed any of my points in my previous rejection. There has been no attempts made at a resolution

Regards,

REMOVED
Initial Complaint
Date:01/06/2026
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.
10/17/25 After being a loyal customer for almost 10 years, I asked for my services to be disconnected. My business needs had changed. I paid a termination fee ($894) when the account was closed.
10/23/25 I realized I was having another conversation that started on 10/8/25 with "CREMOVED" about the website being charged for 2 months ($278) when it was supposed to be terminated. He said he was requesting the refund.
11/1/25 The subscription was terminated and I lost all access to the website. This means I lost all access to customer service.
All I want is a refund of the $278 I was overcharged for the web hosting services after they terminated hosting. They make it impossible to speak to someone if you don't have their software.
Business Response
Date: 01/07/2026
Our records indicate this customer has been contacted directly by AppFolio's billing team. Should they have any additional questions, they can respond to that message or contact AppFolio customer care.
Customer Answer
Date: 01/08/2026

I am rejecting this response because: They have given me a credit against an account that is closed. The credit needs to be turned into a refund check or ACH deposit to my account they had on file.

Regards,

MREMOVED

Business Response
Date: 01/08/2026
As of today, this appears to be an active case with customer care. We recommend this customer contact them for further assistance if necessary, referencing their case number.
Customer Answer
Date: 01/08/2026

I have reviewed the response made by the business in reference to complaint ID 24361183, and find that this resolution is satisfactory to me.

Regards,

MREMOVED
Initial Complaint
Date:01/06/2026
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 and it declined on the app folio website yet the funds have come out of my bank account and my bank is saying the transaction is approved !! Now I have late fees on my rent portal
Business Response
Date: 01/07/2026
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. At no time does AppFolio hold any funds from applicants or tenants. Any late fees associated with a rental payment are determined by the property management company who would also be the recipient of any payment. Should the consumer have any additional questions, we would advise them to contact their property manager or dispute those charges directly with their banking institution.
Customer Answer
Date: 01/07/2026
Delete the pictures that are added please
Initial Complaint
Date:11/24/2025
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’s tenant payment system incorrectly marked my on-time rent payments as NSF for my November and December rent in 2024. Despite my bank (PNC) confirmed in writing that no ACH withdrawal was returned or rejected. I also never received the required notification email for rejected payments, as outlined in AppFolio’s Tenant ACH Guide. These errors caused improper NSF and late fees, extra trips to the office and bank with young children, cashier’s check fees, and significant time resolving repeated mistakes.

Evidence:

PNC Bank written confirmation that no ACH withdrawal occurred

Flex Pay email confirming account system error in November and dis-enrollment and no ACH withdrawal attempted for December.

AppFolio Tenant ACH Guide excerpt showing mandatory rejected-payment notification

Screenshots/copies of portal ledger showing NSF labels applied incorrectly

Resolution Requested:

Correct the fees charged due to system error

Provide a sufficient explanation of the charges

Adjust internal procedures to ensure proper notifications and prevent future NSF errors

This issue is systemic, as other tenants have reported similar improper NSF labeling and fees. I request AppFolio review the system and take appropriate corrective action.
Business Response
Date: 12/01/2025
AppFolio is reviewing this matter and will respond to consumer and/or consumer's property management company directly.
Customer Answer
Date: 12/02/2025
I am rejecting this response. AppFolio’s reply stated that they were “reviewing this matter and will respond to the consumer and/or the consumer’s property management company directly,” but no resolution has been provided. Due to the ongoing issues, I have filed a formal complaint with the Consumer Financial Protection Bureau (CFPB) regarding this matter. I will keep the BBB updated on any developments or outcomes from the CFPB’s review.

Regards,

KREMOVED

Business Response
Date: 12/04/2025
AppFolio recommends the consumer engage their Property Manager, who can contact AppFolio if further assistance is required.
Customer Answer
Date: 12/04/2025

I have already addressed this directly with the property manager. To be clear, I have already filed a civil claim regarding the damages and improperly charged fees caused by your platform’s failures. The matter is currently in process and awaiting a hearing in the Court of Common Pleas in Harrisburg, PA.

If AppFolio continues to deny responsibility or dismiss valid consumer concerns, I will not hesitate to expand the scope of my legal action to include AppFolio as well.

Please ensure this information is properly documented on your end.

Thank you.
Initial Complaint
Date:11/06/2025
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.
The owner of New Beginnings Realty Services passed away earlier this year and we are closing out her business. As part of this, we informed Appfolio we would not be renewing the contract on 12/1/25. I never requested we cancel it early, and Appfolio has billed us for the full month of November but then proceeded to shut down all of our services anyway. I have called ConnorHall which is the representative I was dealing with in getting this processed several times and left messages, emailed him at their support email, and also emailed the billing support email. Their customer service was once great and one of the major factors I had the owner select their services, but their customer service is now absolutely horrendous.

The case with support is Case # 11644685 [ ref:!00D800cytG.!500Jw0uzOI5:ref ] and the case with the billing team is Non-Renewal - 12/1/2025 [ ref:!00D800cytG.!500Jw0vW5rt:ref ].

The service fee has been withdrawn as of 11/5/25 for an amount equal to the monthly service fee even though they terminated the service without authorization on 11/3/25. If we had requested the service to be cancelled early, the penalty they would have charged is 50% of the remaining contract, so they didn't charge as though it was an early termination. We need this account restored for the remainder of the term as there is still information we need to get to provide accounting information for our customers.

I am attaching a printout of the email chain which the billing team confirms they have processed the non-renewal effective 12/1/25, as well as the email chain where ConnorHall provided information regarding the subscription ending.

We want Appfolio to finish out the contract as agreed. The contract has now been paid in full for the term ending 11/30/25.
Business Response
Date: 11/07/2025
A member of AppFolio's customer care team will contact this customer directly in an effort to resolve this matter.
Customer Answer
Date: 11/12/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 24113177, and find that this resolution is satisfactory to me. The business reached out to me directly after submitting this complaint and restored our access to the system.

Regards,

JREMOVED
Initial Complaint
Date:11/04/2025
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.
Reason: V10.4 Fraudulent Transaction

The payment has been marked as "REVERSED" in your database and the payment status now reads "CHARGED BACK." Your account will be debited in the amount of the receipt in the next few business days.

Never received this amount back in my account. Would like it mailed.
Business Response
Date: 11/04/2025
We recommend this customer contact AppFolio’s Customer Care team directly to assist with any questions and further review of this matter.
Customer Answer
Date: 11/04/2025

I am rejecting this response because:
NOBODY EITHER PICKS UP PHONE, RETURNS OUR CALLS OR RESPONDS TO E MAILS.......WE TRIED SO MANY TIMES......THEY ABSOLUTLY IGNORE US...that is why we are asking for help. we are at a dead end.

Regards,

PREMOVED

Business Response
Date: 11/07/2025
A member of AppFolio's customer care team will contact this customer directly to help clarify any open questions.
Customer Answer
Date: 11/20/2025

I am rejecting this response because:
I have not heard anything.

Regards,

PREMOVED
Initial Complaint
Date:10/31/2025
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 rental company uses Appfolio as our online payment processor. On September 7th I set up my auto payment for September's rent in the amount of $2117.45 with a set maximum to debit of $2250 that is set on my account and has been since I began using the online portal. On September 14th, I adjusted the payment date til September 19th. On September 19th appfolio attempted to debit my account $3942.40 which exceeded the maximum amount I had set on my account and also was returned by my back. I reached out to my rental company on September 25th to advise of the error and provided a screenshot of my online account showing the preset maximum amount set on my account. The rental company reached out appfolio to inquire on the issue. Appfolio attempted to state that I had set up the auto payment on September 19th, (which is inaccurate it was the 14th) with a maximum amount set by me of $4000 with a screenshot of a system generated ledger. I at that time logged back into my online account to confirm what I had set for the maximum amount and when I logged into the "auto pay" section of my account the maximum amount showed of $2250. The rental office advised me the company advised them that "they cannot disclose all of the details with us for privacy reasons" and the company does not speak with tenants to address the inaccuracies they had provided as an explanation to my rental company. They did try to explain that the system's "look ahead feature" did not occur on this payment, which caused the error. I am attaching the screenshot of my online account that shows the maximum amount that is and has been set on my account.
Business Response
Date: 11/07/2025
AppFolio would like to better understand this customer’s complaint and would recommend they reach out again to their Property Manager, who should contact AppFolio in order to assist in better understanding and resolving this tenant’s concern.
Customer Answer
Date: 11/10/2025

I am rejecting this response because: I have reached out to the property management who advised they were advised by AppFolio that they could not provide the property management company any specific information due to privacy concerns.

Regards,

VREMOVED

Business Response
Date: 11/19/2025
A member of AppFolio’s team will attempt to contact this consumer. In the interim, we suggest this consumer contact their Property Manager to re-engage with AppFolio directly for further assistance in this matter.
Initial Complaint
Date:10/03/2025
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 provides background checks. Over at least the past three years, they have provided background checks which contain errors and said errors have led to denials of houding applications. Myself, my wife and my son (for whom we were applying) were refused on the basis of and Appfolio background check - or rather 3 of them, at a rate of 50$ each. Upon examining these b.c's we discovered numerous errors. Contact with the company resulted in their disclaiming responsibility for these errors. As their reports result in denial of housing, their culpability seems clear. At the least, we want a refund of the money charged for their services. At best, their company shall be audited for failure to provide accurate information and charged for such failures.
Business Response
Date: 10/03/2025
A member of AppFolio's consumer relations team has contacted this consumer to further investigate this matter.
Initial Complaint
Date:09/30/2025
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.
This company asked that I provide proof of rental payments to challenge what was listed on my rental history. I provided the only lease(s) I had, copies of all of my paid rent receipts, the names and address of all three management companies The Residences of Diamond Ridge. (Welling Management Group, Carlise Propert Management and DeRosa Asset Management, LL). All three stated I do not have a balance. WREMOVEDconfirmed that I not only DO NOT have an owed balance they confirmed the management change for September 2020 and could not name who that was. There was no one managing the property from September 2020 to March 2021 due to COVID-19. Whoever the management company was never showed up in court and the cases were continued back to back. I moved 12/2020. After the last "no show in court from ???), I paid $850.00 March 2021 and went on with my life. When I was denied a home in August 2021, I found I was being evicted from a property I no longer lived at. Now Carlise is listed as the property manager. In court I showed ALL my rent receipts and statement that continued AFTER I was gone (thats A LOT of fraud) and still possession was awarded for a property I DON'T LIVE AT. How is this legal. Fast forward, This company NEVER follwed up with the contacts for the former management companies. Never accepted my paid rent receipts and never updated my case file.
Business Response
Date: 10/02/2025
A member of AppFolio's consumer relations team has contacted this consumer in an effort to further investigate this matter.
Customer Answer
Date: 10/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23952390, and find that this resolution is satisfactory to me.

Regards,

VREMOVED
Initial Complaint
Date:09/25/2025
Type:Order 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 against AppFolio, Inc. regarding misrepresentation of services and unfair contract enforcement.

Summary:

On March 10, 2025, I executed a contract with AppFolio based on representations by their sales team that the software would integrate with my business workflows.

During onboarding, it became clear that these representations were inaccurate. Key promised features were unavailable or unusable.

At AppFolio’s referral, I engaged a third-party vendor (Planet Synergy) to assist with onboarding. Despite investing additional resources, the product still did not meet my needs as represented.

The system was never activated, implemented, or used.

On August 19, 2025, I communicated directly to AppFolio that I would not be moving forward.

Despite this, AppFolio is demanding an early termination fee of $10,728.

Concerns:

AppFolio engaged in misrepresentation during the sales process.

Attempting to enforce a multi-year contract for services that were never delivered constitutes an unfair and deceptive business practice.

Their continued demands, despite my timely withdrawal, are harassing and improper.

Relief Requested:
I request that AppFolio be directed to:

Close my account without penalty

Refund of onboarding Fees - $600; plus money spent during onboarding with third party on appfolio just to discover that multiple functions promised will not materialize ($723) = Total of $1,323.

Cease further harassment or sales contact.
Business Response
Date: 09/25/2025
This complaint has been escalated and a member of AppFolio's billing team will reach out to this customer in an effort to find resolution.

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When considering complaint information, please consider the company's size and volume of transactions. Note that the nature of complaints and a company’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.

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