AppFolio, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10786035, and find that this resolution is satisfactory to me.
Regards,
B[redacted]

Complaint: 11154881
I am rejecting this response because:
We talked to different people in Appfolio during the 6 month
time period as we were directed. All along we were unable to use the
software. It seems unfair to expect from us to fulfill the payment part
of the contract while not being to use the software. Thanks
Regards,
[redacted]

Dear Mr. W[redacted], As you have requested, AppFolio reached out to the desired third party providers (Zillow and Trulia) and made sure your properties were correctly listed. If ever your properties are not showing up or listed correctly, please contact us, and we will work with the third party to correct the error. This issue that you have experienced is not normal and we are working with the third parties to troubleshoot why this occurred. Here at AppFolio we are committed to our customers and their success. If you have any additional concerns or questions, please contact us and we will work through them.

Complaint: 10049800
I am rejecting this response because:
I never asked, nor do I want a copy of the report!! Are you serious? On top of slandering my name you also refuse to admit your fault in this matter? Hopefully the CA AG won't let you slide.
 
Admit your fault
Regards,
[redacted]

We did communicate with Ms. [redacted] in January and February regarding her account.  To accommodate Ms. [redacted]'s, we ceased billing her monthly website charge and cancelled her account at the end of her subscription term.  She was not correct in her summation that Appfolio required a 30-day...

cancellation notice; it was made very clear that we require a 30 day non-renewal notice prior to the end of her annual subscription.  Ms. [redacted] is requesting partial credit for her final quarter (Jan-Mar) due to lack of use, however she left a voice-mail on February 7 stating that she would like her database deactivated in 30 days and she was in her database as recently as February 27.  We do sympathize with Ms. [redacted]'s family situation and have credited her for one month (March) as she was still using the product through the month of February.

Please see below for the communication with the customer setting out a resolution to their complaint.
---------- Forwarded message...

----------From: B[redacted]<[redacted]@stressfreepropertymgmt.com>Date: Fri, Aug 28, 2015 at 2:28 PMSubject: Re: AppFolio Account & Revdex.com ComplaintTo: B[redacted] <[redacted]@appfolio.com>Thank you B[redacted], I appreciate you reaching out. I accept this resolution and will continue with Appfolio. 
B[redacted]
Stress Free Property Management LLCOwner/Property Manager
On Fri, Aug 28, 2015 at 3:18 PM, B[redacted] <[redacted]@appfolio.com> wrote:Hi B[redacted],
Thanks for your time on the phone this afternoon.  I'm very pleased that you're interested in continuing a business partnership with AppFolio.
On our call we covered:
Possible fees incurred by tenants paying through AppFolio's optional payment platform
AppFolio's optional fees for screening (two options - $10 or $15)
NACHA file with no charges from AppFolio, but possible associated costs from your bank
Owner ACH Payments are under development, but there is no exact timeline
Owner ACH will carry additional per use charges paid to AppFolio
Owner ACH, as with all AppFolio Value Added Services, are entirely optional
Your service enhancement requests will be passed along to our Product Team, no timeline or guarantee of development
AppFolio will provide a service credit equal to 2 months service ($360), as requested.  The $360 credit will be applied to your account and may be used towards any future charges.
Please email back your confirmation on the summary of our call, acceptance of a $360 service credit, and your desire to continue your partnership with AppFoilo.
Once I hear back, I'll ask our Billing Department to apply the service credit to your account.
Have a wonderful weekend!
B[redacted]

Dear I[redacted],
Thank you for your message and we are sorry to...

hear that our implementation process was not a good fit for your business.Below is a summary of the communications between us. AppFolio refundedyour subscription fee and waived the early termination fee at your request however we did not refund the implementation fee as you stated you were happy to pay this amount.
 
 
7/14/2015: Contract signed - implementation fee charged on 7/15/2015
E-mails and phone calls from implementation team getting started on database over the next three weeks - training plan set.
8/1/2015 Quarterly $600 subscription fee charged  - as stipulated in signed agreement
8/10/15 Customer requested information about cancelling
Several phone calls over next two weeks attempting to retain customer and keep implementation on track
8/2615: Customer stated that the training for the software was too time consuming.  Customer stated that she was charged for the "Implementation Fee and 3 months up front."; "please refund me the 600-something that was charged for the service."; "I am not requesting the Fee back, just the amount I paid for the services."
8/27/15: Sales manager contacted the customer via e-mail; customer responded: "I am reasonable enough to just request the cost of service (600-something)."
8/28/15, 2015: Sales manager spoke with Customer. "Customer was upset that they didn't know the full scope of implementation. Demanded refund of $600 quarterly payment, said that we can keep the $400."
8/31/15: $900 early termination fee was waived and $600 subscription fee was refunded
2/26/16: Customer sent e-mail stating that she is suing Chase Paymentech "because of a data entry error on behalf of a chase employee and receiving false information from another Chase employee" regarding an attempt to dispute the $400 implementation fee.
2/26/16: Sales Manager contacted Customer and forwarded August 2015 correspondences requesting that only the $600 service fee be refunded.
2/26/16: Customer responded: "I am currently taking a business law class and taking any type of legal action is in my best interest and will help my grade significantly."
In summary, we have refunded a substantial portion of your subscription but are unable to refund the implementation fee - this was agreed by you in our prior correspondence.
We do apologize if there has been any confusion and wish you and your business the best.
Kind regards,
AppFolio

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11701621, and find that this resolution is satisfactory to me.
Regards,
J[redacted]...

[redacted]

Dear Mr. M[redacted],

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Thank you for your message and sorry to hear that our product will not work for your business. Our goal at AppFolio is to give all our customers a great experience and the attention necessary to get the software
running smoothly. I know both sides worked hard to make sure that happened. Despite these efforts this did not work for your business and therefore we will be granting your request for a refund. Please look for an
email from our billing team with confirmation of your refund. We wish you the best of luck in your future endeavors.

 
Please let me know if you have any further questions.

 
 
Kind regards,
J[redacted]
Compliance Specialist
Appfolio Inc.

Hi [redacted],
padding: 0px; font-size: 12.8px; font-family: arial, sans-serif; border: none; background-color: rgb(255, 255, 255);">I'm sorry you had trouble with one of our apartment listing site partners. While we do everything we can to ensure each of your listings is posted quickly, completely and accurately to each of our partner sites, there are sometimes issues or errors occurring on those third party sites which are out of our control. In this instance, there did seem to be an issue with the accuracy of some listings on one of our partner sites for a few hours which we notified our partner about and was quickly corrected. Based on your more recent response to us indicating your happiness with our service and wish to continue using it, it appears you're satisfied with the response and the service and no further action is necessary at this time.
Thanks and best wishes!
The AppFolio and RentLinx Teams

Re: Complaint received from W[redacted]
Complaint ID 10773348
We are in receipt of your complaint
filed on 8/19/2015.
 
AppFolio
provides web-based property management software that allows property managers
to market and manage their business. AppFolio’s
software includes the ability for property managers to run screening reports on
prospective tenants. Mr. Fulton’s screening report was pulled on 8/17/2015 in
relation to a rental application with for a property located at [redacted], Charlotte, NC 28215. At
the time, 21 criminal records, 2 eviction records, and 18 negative trade lines
were returned.
The criminal and
eviction data for our tenant screening reports is electronically pulled from
hundreds of national, state and county court records across the United States. As is stated on our reports, the
reporting of criminal and eviction records is based upon limited identification
information and varies according to restrictions placed on reporting by the
different court jurisdictions. While AppFolio
has applied industry best practices in the attempt to accurately match and
report the information, we clearly state on the reports that we cannot
guarantee that the record match(es) definitively belong to the applicant and
that we highly recommend that property managers cross-check against the
applicant supplied information to verify the data prior to making acceptance or
denial decisions based on the data provided.
AppFolio
has a number of tools and resources available to assist property managers and
consumers in validating any information that may seem inaccurate or outdated on
a report:
1. AppFolio has a Consumer Relations
department, available to assist consumers and property managers in receiving a
copy of a report, as well as disputing or validating information on a screening
report.
2. AppFolio recommends to property
managers that they cross-check against the applicant supplied information to
verify the data prior to making acceptance or denial decisions based on the
data provided.
As a
result of your request, AppFolio
has initiated a reinvestigation for the crimial records on Mr. Fulton’s report. We will contact you immediately as soon as we receive the
results of the reinvestigation.
Sincerely,
D[redacted]
AppFolio, Inc.
Manager, Consumer Relations
[redacted] Drive
Santa Barbara, CA 93117
Direct:###-###-####
Fax: ###-###-####

Dear I[redacted],
We apologize that the resolution was not to your satisfaction. As we mentioned, we had previously agreed that the implementation fee was unable to be refunded but confirmed that your subscription was cancelled and the early termination fee was waived. If you would like more detail regarding this, please feel free to reach out to our billing team.
Best wishes,
AppFolio

Revdex.com:Thank you Appfolio!!  It is with much apprecition that we send this response to Appfolio, for listening and understanding our side of the coin.  Thank you for the quick response and the refund.  I have reviewed the response made by the business in reference to complaint ID 11625511, and find that this resolution is satisfactory to me.
Regards,
Ja[redacted]

DO NOT USE APPFOLIO - YOU WILL BE DENIED. My credit score appeared over 100 points less with this and they use FALSE information. I was denied an apartment in CA for this and lost $70 worth of application fees. I will be bringing legal into this - not to mention (2) hard checks hit my credit and lowered it. DO NOT USE! BEWARE, THIS COMPANY IS A SCAM!

Be CAREFUL! BE CAREFUL! DO NOT USE THIS COMPANY. YOU WILL BE CHARGED NO MATTER IF YOU CANCEL PAYMENT AND delete information. If a real estate company uses APPFOLIO, RUN! don't sign up. Don't give them your credit card information. They take your money and deny practically everyone. It's a scam.

This is coming from a consumer attempting to rent a property. I have good credit, an impeccable rental history, I'm a quiet professional with a career requiring a high degree of security background checking, using fingerprinting to be run through the FBI database. Anyone doing a background check can easily find me. But this company recommended to the rental agency they deny my application because of my "criminal history, the nature, gravity and timing of offenses". This is such a gross error, I can only equate it to incompetence, people taking as little time as possible to do their jobs and putting check marks anywhere. Not everyone who is fingerprinted is a felon. Some of us hold high security jobs, are medical professionals, even police are fingerprinted for employment. Maybe train your employees?

We were denied because of our "credit" we were told it was because it was because we had credit scores below 600. Did a hard pull the next day through Experian and my credit score is 656 and my husband almost 700. I have reached out to company and nothing. We now lost the home and our application fees, and have had no communication from company. If anything we are overqualified... I am in Corrections and my husband is Engineering... I am wondering if it is something to do with race...my husband is African American... Ready to lawyer up.

I am the licensed broker of a small to mid-size property management company. We decided to leave Appfolio after 6 mo. We paid the $600 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 account. Let me point out that this is not the internal account that they billed us their monthly and website fees. We responded that someone at Appfolio was to immediately call us and not to touch our rental escrow account. We 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 anymore. We stated that we would separately pay any disputes if proven we owed the money, but that they were not to touch our rental escrow account. We 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 anyway. Although the young man that called was very nice about it and listened to my concerns, what Appfolio did is very,very bad. I doubt that anything I said, was taken seriously higher up the chain of command. In our state, both rental and security deposit escrow accounts are very regulated. Brokers can lose licenses over even 1 penny being off in these accounts. Unlike 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 accounts. I 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 money. My 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 terminates. They need to understand that they have no right extract any money from escrow accounts after termination. Why are you putting application fees into escrow accounts in the first place?

Review: I am a property manager most of my properties where sold last year, I became a full time care giver to my mother and the cost of the AppFolio charges was more then what I had left in properties so I gave them notice in the end of December 2013 that I could no longer use their service and to not charge my account. In January 2014 AppFolio charged my account 650.00. I tried several times to call and email, on January 6th I received and email notice that I have to pay for a service I no longer can use nor afford and I would have to turn in a 30 notice to cancel, which I did on January 7th 2014, My web site has been shut down, I cannot access any part of my old information and yet I have been charged to have this site until April 1 2014.Desired Settlement: Since AppFolio has requested a thirty day notice I am not asking for January even though I did give them notice before charges where taken from my checking account, I am requesting a 400.00 refund for services I cannot use but were charged for, for the Months of February 2014 and March 2014.

Business

Response:

We did communicate with Ms. [redacted] in January and February regarding her account. To accommodate Ms. [redacted]'s, we ceased billing her monthly website charge and cancelled her account at the end of her subscription term. She was not correct in her summation that Appfolio required a 30-day cancellation notice; it was made very clear that we require a 30 day non-renewal notice prior to the end of her annual subscription. Ms. [redacted] is requesting partial credit for her final quarter (Jan-Mar) due to lack of use, however she left a voice-mail on February 7 stating that she would like her database deactivated in 30 days and she was in her database as recently as February 27. We do sympathize with Ms. [redacted]'s family situation and have credited her for one month (March) as she was still using the product through the month of February.

Review: On 3/2/2015, I gave a application fee of $25.00 to Jodie Sumlin of the Colonial Apartments, whom used Appfolio Inc. as a result, inaccurate and false background data were used that do not pertain to Me, such as a Robbery conviction in 2012, and larceny in 2010. this false information was the basis for denying My application. prior to the application I explain to Jodie sumlin of a prior broken lease in 2010, which she informed She could work with that but I would have to pay a higher deposit of $450.00. on the same day,(3/2/15) I was informed I was denied based on Criminal, and rental history. this Company has failed to use a legitimate Law enforcement Agency for background checks, instead has relied on inaccurate internet data.Desired Settlement: application fee returned

Business

Response: