PLEASE NOTE: this response is from A [redacted] Cottle, Compliance Manager - not A [redacted] I wasn't able to change the email addressPlease direct any further responses to me at [redacted] @appfolio.comThank you!Dear Revdex.com of the Tri-Counties,In investigating MrC***s complaint, we have reviewed our systems and established the following: On July at approximately 4:35pm, R [redacted] ***’ (an occupant in MrC***s unit) credit/debit card was used to pay rent? using MrC***s email address to access his tenant portalThe transaction was submitted but the card declined and therefore no payment was madehours later at around 6:40pm, an attempt was made to pay the same rent charge via ACH/e-checkThis payment rejected due to non-sufficient funds – the rejection was reported to the property manager through the ACH system on July A second ACH/e-check payment was made on July 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 fundsNo funds are pre-authorized or held by AppFolio at any point during the rent payment processHere, the credit/debit card payment was ?submitted by MrC***/MsC***, but was declined by their bankThe 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 paymentAs stated previously, AppFolio does not hold any funds in the rent payment processWe apologize that MrC [redacted] was not able to reach AppFolio to his satisfactionAppFolio’s customers are property managers, and not tenantsWhen 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 necessaryPlease let me know if you have any further questions.Kind regards,A***--A [redacted] Compliance Manager | AppFolioP: ###-###-#### | F: ###-###-####a***[redacted] @appfolio.com-------------------------------------------------------
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, [redacted]
Complaint: I am rejecting this response because:We talked to different people in Appfolio during the month time period as we were directedAll along we were unable to use the softwareIt seems unfair to expect from us to fulfill the payment part of the contract while not being to use the softwareThanks Regards, [redacted] ***
Thank you for your messageI have confirmed that we will be refunding all charges within days, and will cancel your subscription with AppFolio.Please let us know if there is anything further we can do.Kind regards,A [redacted] Compliance ManagerAppFolio, Inc
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 MrW [redacted] , As you have requested, AppFolio reached out to the desired third party providers (Zillow and Trulia) and made sure your properties were correctly listedIf ever your properties are not showing up or listed correctly, please contact us, and we will work with the third party to correct the errorThis issue that you have experienced is not and we are working with the third parties to troubleshoot why this occurredHere at AppFolio we are committed to our customers and their successIf you have any additional concerns or questions, please contact us and we will work through them
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've left a couple of voicemails but haven't managed to get hold of you - could you give me a call so we can chat everything through?Thank you!A***
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] ***
AppFolio charges a convenience fee to make a payment online with a credit cardThe convenience fee is fixed and flat based on the total monthly rentThe credit card convenience fee is very clearly set out in the portal, and tenants have the opportunity to switch to the free eCheck method at any point until they submit their payment If you have any additional questions, please contact us at [email protected]
Dear MsD***, Thank you for contacting us regarding your screening reportOne of the senior specialists from our Consumer Relations Team has reached out to you and explained why a credit score was not generated on your report Here at AppFolio, we use a specific type of credit score on our reports - one of many different types of credit scores that existsThe score we use is the industry standard for the property management industrySpecific criteria are necessary to generate this type of score, and include having active, positive trade lines that are least six months oldIf you have any additional questions or concerns, please contact us at ###-###-####We wish you the best in all your future endeavors.Best,AppFolio
Our compliance team reached out to you yesterday, but we weren't able to connectWe'll try again over the next few days, but also please feel free to call the name and number on the voicemail at your convenience
Complaint: 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 resolvedWe had an owner request a release of contract who had relied on the income from her property being rentedThe 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]
Revdex.com POBox Santa Barbara, CA Re: Complaint received from W [redacted] Complaint ID We are in receipt of your complaint filed on 8/19/ AppFolio provides web-based property management software that allows property managers to market and manage their businessAppFolio’s software includes the ability for property managers to run screening reports on prospective tenantsMrFulton’s screening report was pulled on 8/17/in relation to a rental application with for a property located at [redacted] ***, Charlotte, NC At the time, criminal records, eviction records, and negative trade lines were returnedThe criminal and eviction data for our tenant screening reports is electronically pulled from hundreds of national, state and county court records across the United StatesAs 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 jurisdictionsWhile 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 providedAppFolio 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: 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 reportAppFolio 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 MrFulton’s reportWe 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 Direct:###-###-#### Fax: ###-###-####
Dear MrC***,Thank you for your message regarding your AppFolio Property Manager subscriptionI have spoken with our Sales and Billing teams, and have confirmed that a refund in the amount of $2,was processed today, December 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***--Anna Cottle, AAPCompliance Manager | AppFolio Property ManagerP: | F: 866.495.4929anna.cottle@appfolio.com--------------------------------------------...⇄ Us Online -- www.AppFolio.comwww.Facebook.com/AppFoliowww.PropertyManager.com
Please see below for the communication with the customer setting out a resolution to their complaint.---------- Forwarded message ----------From: B [redacted] Date: Fri, Aug 28, at 2:PMSubject: Re: AppFolio Account & Revdex.com ComplaintTo: B*** [redacted] < [redacted] @appfolio.com>Thank you B***, I appreciate you reaching outI accept this resolution and will continue with AppfolioB [redacted] Stress Free Property Management LLCOwner/Property ManagerOn Fri, Aug 28, at 3:PM, B [redacted] < [redacted] @appfolio.com> wrote:Hi B***,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 platformAppFolio's optional fees for screening (two options - $or $15)NACHA file with no charges from AppFolio, but possible associated costs from your bankOwner ACH Payments are under development, but there is no exact timelineOwner ACH will carry additional per use charges paid to AppFolioOwner ACH, as with all AppFolio Value Added Services, are entirely optionalYour service enhancement requests will be passed along to our Product Team, no timeline or guarantee of developmentAppFolio will provide a service credit equal to months service ($360), as requested The $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 $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***
PLEASE NOTE: this response is from A [redacted] Cottle, Compliance Manager - not A [redacted] I wasn't able to change the email addressPlease direct any further responses to me at [redacted] @appfolio.comThank you!Dear Revdex.com of the Tri-Counties,In investigating MrC***s complaint, we have reviewed our systems and established the following: On July at approximately 4:35pm, R [redacted] ***’ (an occupant in MrC***s unit) credit/debit card was used to pay rent? using MrC***s email address to access his tenant portalThe transaction was submitted but the card declined and therefore no payment was madehours later at around 6:40pm, an attempt was made to pay the same rent charge via ACH/e-checkThis payment rejected due to non-sufficient funds – the rejection was reported to the property manager through the ACH system on July A second ACH/e-check payment was made on July 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 fundsNo funds are pre-authorized or held by AppFolio at any point during the rent payment processHere, the credit/debit card payment was ?submitted by MrC***/MsC***, but was declined by their bankThe 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 paymentAs stated previously, AppFolio does not hold any funds in the rent payment processWe apologize that MrC [redacted] was not able to reach AppFolio to his satisfactionAppFolio’s customers are property managers, and not tenantsWhen 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 necessaryPlease let me know if you have any further questions.Kind regards,A***--A [redacted] Compliance Manager | AppFolioP: ###-###-#### | F: ###-###-####a***[redacted] @appfolio.com-------------------------------------------------------
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, [redacted]
We have spoken with MsK [redacted] and are in the process of working on her request
Complaint: I am rejecting this response because:We talked to different people in Appfolio during the month time period as we were directedAll along we were unable to use the softwareIt seems unfair to expect from us to fulfill the payment part of the contract while not being to use the softwareThanks Regards, [redacted] ***
Thank you for your messageI have confirmed that we will be refunding all charges within days, and will cancel your subscription with AppFolio.Please let us know if there is anything further we can do.Kind regards,A [redacted] Compliance ManagerAppFolio, Inc
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 MrW [redacted] , As you have requested, AppFolio reached out to the desired third party providers (Zillow and Trulia) and made sure your properties were correctly listedIf ever your properties are not showing up or listed correctly, please contact us, and we will work with the third party to correct the errorThis issue that you have experienced is not and we are working with the third parties to troubleshoot why this occurredHere at AppFolio we are committed to our customers and their successIf you have any additional concerns or questions, please contact us and we will work through them
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've left a couple of voicemails but haven't managed to get hold of you - could you give me a call so we can chat everything through?Thank you!A***
We were able to work with the customer and have resolved the issue.AppFolio, INc
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] ***
AppFolio charges a convenience fee to make a payment online with a credit cardThe convenience fee is fixed and flat based on the total monthly rentThe credit card convenience fee is very clearly set out in the portal, and tenants have the opportunity to switch to the free eCheck method at any point until they submit their payment If you have any additional questions, please contact us at [email protected]
Dear MsD***, Thank you for contacting us regarding your screening reportOne of the senior specialists from our Consumer Relations Team has reached out to you and explained why a credit score was not generated on your report Here at AppFolio, we use a specific type of credit score on our reports - one of many different types of credit scores that existsThe score we use is the industry standard for the property management industrySpecific criteria are necessary to generate this type of score, and include having active, positive trade lines that are least six months oldIf you have any additional questions or concerns, please contact us at ###-###-####We wish you the best in all your future endeavors.Best,AppFolio
Our compliance team reached out to you yesterday, but we weren't able to connectWe'll try again over the next few days, but also please feel free to call the name and number on the voicemail at your convenience
We have reached out directly to the customer and have resolved this issue
Complaint: 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 resolvedWe had an owner request a release of contract who had relied on the income from her property being rentedThe 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]
Revdex.com POBox Santa Barbara, CA Re: Complaint received from W [redacted] Complaint ID We are in receipt of your complaint filed on 8/19/ AppFolio provides web-based property management software that allows property managers to market and manage their businessAppFolio’s software includes the ability for property managers to run screening reports on prospective tenantsMrFulton’s screening report was pulled on 8/17/in relation to a rental application with for a property located at [redacted] ***, Charlotte, NC At the time, criminal records, eviction records, and negative trade lines were returnedThe criminal and eviction data for our tenant screening reports is electronically pulled from hundreds of national, state and county court records across the United StatesAs 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 jurisdictionsWhile 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 providedAppFolio 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: 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 reportAppFolio 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 MrFulton’s reportWe 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 Direct:###-###-#### Fax: ###-###-####
Dear MrC***,Thank you for your message regarding your AppFolio Property Manager subscriptionI have spoken with our Sales and Billing teams, and have confirmed that a refund in the amount of $2,was processed today, December 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***--Anna Cottle, AAPCompliance Manager | AppFolio Property ManagerP: | F: 866.495.4929anna.cottle@appfolio.com--------------------------------------------...⇄ Us Online -- www.AppFolio.comwww.Facebook.com/AppFoliowww.PropertyManager.com
Please see below for the communication with the customer setting out a resolution to their complaint.---------- Forwarded message ----------From: B [redacted] Date: Fri, Aug 28, at 2:PMSubject: Re: AppFolio Account & Revdex.com ComplaintTo: B*** [redacted] < [redacted] @appfolio.com>Thank you B***, I appreciate you reaching outI accept this resolution and will continue with AppfolioB [redacted] Stress Free Property Management LLCOwner/Property ManagerOn Fri, Aug 28, at 3:PM, B [redacted] < [redacted] @appfolio.com> wrote:Hi B***,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 platformAppFolio's optional fees for screening (two options - $or $15)NACHA file with no charges from AppFolio, but possible associated costs from your bankOwner ACH Payments are under development, but there is no exact timelineOwner ACH will carry additional per use charges paid to AppFolioOwner ACH, as with all AppFolio Value Added Services, are entirely optionalYour service enhancement requests will be passed along to our Product Team, no timeline or guarantee of developmentAppFolio will provide a service credit equal to months service ($360), as requested The $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 $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***