AppFolio Property ManagerReviews of appfolio.com

Worst Service!!!! After comparing it to Buildium, I should have stayed with Buildium. Customer support is the WORSE. Their chat support is BS, and they take over a week to solve a case/problem. I only switched because I wanted software that supports commercial properties. If you're looking for rental software? Look for a company that has good customer service. I'm open to another software recommendation that can handle commercial and residential rental software. Please leave a comment.

Getting a hold of customer service sucks. It takes months to get something resolved sometimes. The software itself is user friendly and easy to use. But whenever you need support, like bank switch.... it is like pulling teeth.

Called to set up a new account. Even though their website and chat function suggested they have a package for portfolios with less than 50 properties after calling to get info to set this up as we are taking our first new property today was told that they could not help me. I signed up for free with Tenant Cloud Online in less than 5 mins, for free. DO NOT WASTE YOUR TIME WITH APPFOLIO as they only want to work with large corporate type property management companies and not smaller independent contractors like us even though we were ready to pay and move forward and start using their program today. Guess Tenant Cloud will get our Money instead. I also know for a fact that the company I worked for previous only had 44 doors when they started out so I think their sales were just not wanting to work with me. Either way make sure you work with a company that wants to work with you. I ve used appfolio for the past 8 years and now have to learn tenant cloud instead because of their 50 door minimum policy that may or may not even be true. Seems like they were too busy to help or want to work with us even thought I have done this for 20 years..... Previously worked with a company that at their max only had 44 units and still used appfolio. This is rediculous.....We ended up getting door loop but thanks.

I contacted AF six times. After almost three weeks, someone on the chat forum said they would have someone really, for sure, contact me to resolve the problem I was experiencing with their software. After waiting on hold for support so long that the line disconnected me, I tried chat support. Chat rep couldn't help and after twenty minutes asked for the best phone number at which to reach me so that she could have someone call me, which I had requested NUMEROUS previous times. I stated that I had already given my direct phone number SIX times, but I gave it yet again. An hour and one half later, I received an email from support who stated they called me on the number that was on file for me but no one answered. BS!!! He called the office number, not the one I gave now SEVEN TIMES. In the meantime, I figured out a way to resolve the problem I was having, albeit in an unorthodox manner. But with so-called "customer support 24/7" like that, they may as well have none at all. I am seriously thinking of switching to Yardi or similar.

I have to agree with some of the other reviews about the customer support: it is horrendous! The only option is chat, unless there is an urgent issue, then there is a phone number, but I don't know what that is like. I tried the chat support more than once. The first time, I did actually get a hold of someone, but trying to get an issue resolved by chat when I am super busy and don't have time is just completely ridiculous and a joke. I don't have extra time to waste waiting for someone to type something or to type responses myself. The support person also misunderstood the issue I was having and I had to explain it (by typing) more than once, wasting even more of my time. It was incredibly frustrating and this is one of the worst features about Appfolio. The second time I tried to use chat support, I put in my question, it went through all the useless AI response answers, none of which related to my problem. Then there was no option to continue and actually chat with a human being! So it was a complete waste of time. Trying to get things fixed by chat or by email is very slow and extremely frustrating. In addition, I absolutely hate the way they have bank accounts set up in this system and trying to make corrections when a bank account has been set up incorrectly. It is impossible. The way the bank accounts are set up and then not being able to change certain things is a huge problem. I haven't come across this issue with other software, only in Appfolio which seems to try and make things more complicated than they need to be. This aspect of Appfolio is poorly designed. There are some other aspects of Appfolio that I don't like, for instance the way certain information is presented. If I were compare Appfolio to another system, such as Propertyware, I'd say there are certain things in Propertyware that were done much better. I like the way tenant information is presented in Propertyware and being able to look at the tenant ledger, etc. Overall, I wouldn't recommend Appfolio just because of the very limited support. I would like the option of phone support, NOT chat support. I don't want chat support. It's time consuming (when I just don't have extra time), inefficient and extremely frustrating. I would use a different system that has great phone support.

The product is vastly inferior to Quickbooks, support is non-existent and you simply do not get what you pay for with this product. They promised us all of these features and they were never delivered. Extremely frustrating and I do not recommend.

AppFolio's support is a joke. They attempt to funnel you through their user-powered forums before you can even get a chat window, and then you're forced to bash your way through "potential fixes" presented by AI before you can "start a chat with an agent". Guess what! No agents. They never come. I waited for over an hour in one instance. Tried again today and left after a five minutes. I was on the phone waiting for support to pick up during this time as well. Absolutely no response from anyone and I feel like we're simply left to our own devices with this product. What a waste of effort trying to ask them for help. Guess I'll nuke the account and start from scratch if the system won't let me use it as intended.

Appfolio is the worst in its class of property management software. Believe all the negative reviews on google maps and elsewhere. Customer service never responds effectively and is staffed by people that are incompetent and when you ask for a supervisor or someone that actually can fix the issue they ignore you. I have tried to resolve a problem since May of 2021 with over 15 emails requesting to talk to their IT director and support director. They never give a name, phone or even an email address. Also the email address they say to contact on google maps review section ie. “a.miller@appfolio” also never responds. I have wrote to this assumed fake person asking them for their phone number a few times so that I can call them directly. But they never do... Appfolio the stonewall of incompetence. The ostrich head in the sand of customer service in the support of a suicidal business model. Run don’t walk away... Give your business and money to people that can actually care and communicate when problems with their product/service occurs.