AppFolio, Inc

I am the licensed broker of a small to mid-size property management company We decided to leave Appfolio after moWe paid the $buyout fee and were assured that Appfolio would not bill us again.Three months later, we received an email that they were about to deduct a disputed application fee from our rental escrow accountLet me point out that this is not the internal account that they billed us their monthly and website feesWe responded that someone at Appfolio was to immediately call us and not to touch our rental escrow accountWe did not know the name of the applicant in the dispute and had no record of the applicant, did not have any access to Appfolio records anymoreWe stated that we would separately pay any disputes if proven we owed the money, but that they were not to touch our rental escrow accountWe received an email back stating that nothing was taken out
Later that week, we got a phone call that the money had been taken out anywayAlthough the young man that called was very nice about it and listened to my concerns, what Appfolio did is very,very badI doubt that anything I said, was taken seriously higher up the chain of commandIn our state, both rental and security deposit escrow accounts are very regulatedBrokers can lose licenses over even penny being off in these accountsUnlike a privately owned apartment community, we are not supposed to mix any other funds in these accounts Appfolio should not be allowed back into the bank accounts of a former client, especially escrow accountsI asked what if this had been a disputed rent payment by a tenant three months after we termination of our Appfolio account(instead of an application fee), what would the policy be....same thing, they would deduct the moneyMy warning to anyone leaving Appfolio, is to have your bank block all your accounts from Appfolio after you terminate
What do we want:A public apology for the time we wasted fixing this issue in our books and proof that Appfolio no longer practices this policy after a company terminatesThey need to understand that they have no right extract any money from escrow accounts after terminationWhy are you putting application fees into escrow accounts in the first place?

Thank you for your messageI have confirmed that we will be refunding all charges within days, and will cancel your subscription with AppFolioPlease let us know if there is anything further we can doKind regards,
A***
***
Compliance Manager
AppFolio, Inc

Dear Ms***,
background-">Thank you for your message. We have contacted the furnisher of the information and have completed our reinvestigation of the disputed informationAs a result of the reinvestigation, we have revised the information contained in your original reportYou should have received a separate email containing your updated report; please contact our Consumer Relations team on ###-###-#### if you haven't received thisWe have also provided a copy of the revised report to the property manager who initially requested the report.
Upon request, we are available to provide information on the procedure used to determine the accuracy and completeness of the disputed information in your report, including the data furnishers’ contact information if reasonably available.
If after reviewing the report you believe that it still contains inaccurate or incomplete information, you have the right to dispute the information in your report and append a statement of up to words to any disputed portion of the report which you deem to be inaccurate or incompletePlease contact us at ###-###-#### if you would like assistance preparing such a statement. You also have the right to request that we send notification that your report has been modified to any person who within six months prior to the date of this letter received a consumer report about you from AppFolio that contained the disputed information.
Please contact us if you have any questions.
Sincerely,
AppFolio

Please see our previous response for additional context. We are happy to provide the updated report to Ms Barrow upon receipt of a valid driver's license or government-issued ID -- this step is required to ensure we are not sharing confidential or personal information with anyone but the consumer in question. Unfortunately MsBarrow has declined to provide this proof of identification

Dear MsM***,
Thank you for reaching out to us regarding your screening reportIt looks like one of our Consumer Relations Managers has been in touch with you and let you know where we pull our data from, and has initiated a dispute on your behalfPlease let us know how else we
can help!Kind regards,
AppFolio

I wanted to follow up from your conversation with M[redacted] last week and understand a little more about your situation and figure out how we can best help you
"">

I applied for an apartment and was DENIED. Was told my score was almost 100 points lower than it actually was. Applied to another apt the next day knowing that couldn't be true. I was approved and provided my real credit report with the score I originally thought I had. We lost $200 because of this and I'm not happy at all!

PLEASE NOTE: this response is from A[redacted] Cottle, Compliance Manager - not A[redacted]. I wasn't able to change the email address. Please direct any further responses to...

me at [redacted]@appfolio.com. Thank you!
Dear Revdex.com of the Tri-Counties,
In investigating Mr. C[redacted]s complaint, we have reviewed our systems and established the following: 
On July 8 at approximately 4:35pm, R[redacted]’ (an occupant in Mr. C[redacted]s unit) credit/debit card was used to pay rent? using Mr. C[redacted]s email address to access his tenant portal. The transaction was submitted but the card declined and therefore no payment was made.
 
2 hours later at around 6:40pm, an attempt was made to pay the same rent charge via ACH/e-check. This payment rejected due to non-sufficient funds – the rejection was reported to the property manager through the ACH system on July 10.
 
A second ACH/e-check payment was made on July 10 and as far as we can tell, this payment appears to be a good payment.
Please see attached for screenshots of the declined credit card payment and ACH/e-check payment which was returned for non-sufficient funds.
 
No funds are pre-authorized or held by AppFolio at any point during the rent payment process. Here, the credit/debit card payment was ?submitted by Mr. C[redacted]/Ms. C[redacted], but was declined by their bank. The ACH/e-check payment was then attempted, and returned for non-sufficient funds, but this had nothing to do with AppFolio, or the prior declined debit/credit card payment. As stated previously, AppFolio does not hold any funds in the rent payment process.
 
We apologize that Mr. C[redacted] was not able to reach AppFolio to his satisfaction. AppFolio’s customers are property managers, and not tenants. When a tenant calls our customer success line, they are instructed to call their property management company directly – the property manager can escalate to AppFolio if necessary. 
Please let me know if you have any further questions.
Kind regards,
A[redacted]
--
A[redacted]Compliance Manager | AppFolioP: ###-###-#### | F: ###-###-####a[redacted].[redacted]@appfolio.com---------------------------------...⇄

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11492137, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear Mr. C[redacted],
Thank you for your message regarding your AppFolio Property Manager subscription. I have spoken with our Sales and Billing teams, and have confirmed that a refund in the amount of $2,160 was processed today, December 23. Please look for an email from our billing...

team with confirmation of your refund.
Please let me know if you have any further questions.
Kind regards,
A[redacted]
--
Anna Cottle, AAPCompliance Manager | AppFolio Property ManagerP: 805.308.6280 | F: 866.495.4929anna.cottle@appfolio.com--------------------------------------------...⇄ Us Online -- www.AppFolio.com
www.Facebook.com/AppFolio
www.PropertyManager.com

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 10403019, and find that this resolution is satisfactory to me.
Regards, [redacted]

Revdex.com:This is extremely fair. I regret that I had to file a dispute to get to this point, and feel somewhat dragged through the mud. But at this juncture, the business is being completely fair and I appreciate that.
I have reviewed the response made by the business in reference to complaint ID 10843111, and find that this resolution is satisfactory to me.
Regards,
D[redacted]

Complaint: 9903227
I am rejecting this response because:
[redacted], was the person who help load the data into the system. Appfolio sent us a schedule of phone conferences to become more familiar with the product and services. [redacted] attended the first few and said the...

phone conferences did not provide any practical training for the product. I did not join in, because it did not train us. Our data was fully loaded by the end on November, as we started to use to system in December we spent most of the month trying to get help and it was not until the end of December that we got direction on the online sessions that should have been explained much prior.
The complaint is the service does not provide the functions sold to us. In January when we started being able to use the software, the person who help pull everything over could not get us the functions that we expected at the point of sale. By the end of January it was obvious the software was not as complete as the sales presentation gave. The implementation person asked a specialist to call and we did not connect. We continued to work with the implementation person and could not get any further. She then had the original sales person call us and she then transferred us to her Manager. He refused to connect us to anyone else and never sent the contract over that he said he would.
The agreement at the point of sale is a 12 month agreement if the product sold is the product delivered. Appfolio has not been able to provide the services sold and are in breech on the agreement. As such we are not required to continued the term of the  agreement. When this started we had been charge $400 as a setup fee and the first quarter bill of $600. Since a second quarter has been billed and a new $600 charge. The new total is $1600. We understand the setup process had expenses and would be willing to loose the $400 that was the charge for the initial setup. The service has not been what was sold and the two quarter bills for a service that does not function as we need has not been used and will not be used. There is no loss to Appfolio. No services have been started or used, any services Appfolio started from the beginning what their process.
We have received an excess of generic we would love to help you emails, but when it comes down to it, the help is not available, the service is not where it needs to be and the software is a poor property management software.  The attitude of Appfolio shows they know they can not deliver the services properly and are trying to hold a strong arm to force their services to learn how to deal with the lack there of. We would like to end this peacefully. Our hourly rate is $150 and if an attorney is hired their fee will be much more.
Regards,
[redacted]

Dear Royal,
Thank you for taking the time to reach out to us and our apologies for inconveniencing you. Your name and number has been removed from our database - please let us know if there is anything further we can do.
Kind...

regards,
AppFolio

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11004482, and find that this resolution is satisfactory to me.
Regards,
R[redacted]

Dear D[redacted],
rgb(34, 34, 34); font-family: arial, sans-serif; font-size: 12.8px; background-color: rgb(255, 255, 255);">Thank you for your message, and we apologize for the frustration you have experienced. We are dedicated to our customers' success from the beginning through to a successful partnership. We have reviewed your complaint and the communication activity logged for this account. We do see that there were several attempts made on our end to reach out and engage to ensure a successful migration and usage, and unfortunately we were unable to connect. We have granted your request to terminate your account and have waived the Early Termination Fee.
Please let us know if there is anything additional we can do.
We wish you the best for your business!
Kind regards,
AppFolio

[redacted] - 
Our finance team exchanged emails with you earlier today informing you that we've terminated your agreement with AppFolio.  We wish you the best of luck in 2015 and beyond.
Thank you,
[redacted]
AppFolio

Dear Revdex.com,
font-family: arial, sans-serif; font-size: 12.8px; background-color: rgb(255, 255, 255);">Systematic Investment Partners signed agreement with AppFolio, Inc. on June 19, 2015 following an extensive demonstration of the AppFolio Property Management software and the automatic tenant payment feature. Prior to signature, the customer was informed of the terms of his one-year subscription; including the Termination for Convenience clause which outlines the fee for cancelling the contract prior to completion of the one year obligation.
Within 3 days, AppFolio implementation staff and tenant payment processing specialists contacted the Customer to begin the on-boarding process.
Over the course of the next few months, the Implementation team and tenant payment team communicated with the customer via either phone call or e-mail over 30 times. On December 22, 2015, (over six months after signing the one-year contract) the Customer inquired about cancelling his contract. The AppFolio Sales Director contacted the Customer four times in the next week to address his concerns and review possible solutions - reinforcing that the mutual goal was to help the customer be successful. The Customer did not respond to the Sales Director until January 15, 2016. The Customer refused to review alternative tenant payment solutions and requested to cancel his contract.
The Sales Director explained the "Termination for Convenience Fee" as explained in the terms of service, but as a gesture of good faith waived that fee.
We wish Systematic Investment Partners the best in their future business endeavors.
Kind regards,
AppFolio

Complaint: 11794245
I am rejecting this response because:
I was contacted to resolve current issues but the situation still...

exists where properties that are posted through the website are not reflecting on the internet. Unless you notify appfolio directly that there is a problem it will not be resolved. We had an owner request a release of contract who had relied on the income from her property being rented. The owner had been dealing with cancer treatment and had put trust and faith in us to get her home leased but unfortunately viewed our efforts inept when she couldn't find her home on the internet.Regards,
W[redacted]

Complaint: 11181007
I am rejecting this response because:
The service was not provided and I was charged a fee of $435.50.
They quoted my emails and are sharing information out of context in an attempt to defend their actions.
They mentioned waiving an early termination fee of $900 as a courtesy - but this is the first time I'm hearing about it. 
It really saddens me that the representatives of a publicly traded company would behave in such a manner.
Regards,
I[redacted]