AppFolio

AppFolio Property Manager

4.5 / 5 622 reviews

Who Uses This Software?

Residential, student housing, commercial, community association, and mixed portfolio property managers that manage 50+ units.


Average Ratings

622 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $250.00/month
    See pricing details
  • Pricing Details
    $250 min. Pricing based on portfolio. Discount available w/ annual billing.
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • AppFolio
  • www.appfolio.com
  • Founded 2006
  • United States

About AppFolio Property Manager

A powerful cloud-based property management software for multifamily & single-family, commercial, student housing, homeowners & condo association, and mixed portfolio property managers to effectively market, manage and grow their business. AppFolio includes complete accounting & management functionality, including the ability to provide instant access to reports & statements, post & market vacancies, apply & lease online, screen residents, streamline rent collection, mobile inspections, and more.


AppFolio Property Manager Features

  • Chapter Management
  • Committee Management
  • Dues Management
  • Election Management
  • Email Marketing
  • Event Management
  • Financial Management
  • Fundraising Management
  • Jobs Board
  • Member Communities
  • Member Directory
  • Member Portal
  • Membership Management
  • Website Management
  • Calendar Management
  • Committee Management
  • Document Management
  • Event Management
  • Member Communities
  • Member Directory
  • Online Payment Processing
  • Property Database
  • Website Management
  • Work Order Management
  • Billing & Invoicing
  • Color Codes / Icons
  • Comment Library
  • Commercial Inspections
  • Credit Card Processing
  • Photo Editing
  • Repair Estimates
  • Report Summary
  • Residential Inspections
  • Sketching
  • Templates
  • Video
  • Voice Notes
  • Billing & Invoicing
  • Commercial Leases
  • Contact Management
  • Landlord Database
  • Lease Classification
  • Portfolio Management
  • Property Management
  • Residential Leases
  • Retail Leases
  • Sublease Management
  • Tenant Database
  • Billing & Invoicing
  • Commercial Properties
  • Contact Management
  • Credit Check
  • Expense Management
  • Insurance Management
  • Landlord Database
  • Late Fee Calculation
  • Lease Management
  • Maintenance Management
  • Owner Portal
  • Payment Processing
  • Portfolio Management
  • Rent Tracking
  • Residential Properties
  • Tax Management
  • Tenant Database
  • Tenant Portal
  • Vacancy Tracking
  • Website Management
  • Credit Check
  • Expense Management
  • Online Payments
  • Owner Portal
  • Tax Management
  • Tenant Management
  • Tenant Portal
  • Vacancy Tracking
  • Website Management

AppFolio Property Manager Reviews Recently Reviewed!


Capterra-loader

Sad to be looking elsewhere.

Aug 11, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money

Pros: Extremely easy to navigate/train employees to use, tenant rent payment/owner contributions are free with ACH, application-move in flow is smooth, mobile app works well, available property postings look great on my website.

Cons: Suppressed fees amount to commingling, and that is so bad. It could easily be resolved and the idea has lots of votes in the forum yet it remains unaddressed. Not to mention, suppressed application fees can be passed on to an owner before you need to refund the fee depending on the timing and that leads to a nightmare of accounting, and having to explain to an owner why you are unprofessionally having to withhold the money in the next month. I tried to get help from support to no avail (it was repeatedly blown off as user error) so then I started going to their live meetups when they came to town begging for help from support in person to make it clear it is not user error. That led to more dissmissal from user support as being due to user error, so I finally said I wasn¿t taking no for an answer. After talking to tons of people, I finally got a support person who understood what I was saying, and all they could offer was a VERY time consuming work-around. The integrated email/text feature often fails and does not notify you that it failed causing huge problems. Notification emails when a lead inquires have started being unreliable. If tenants wait too long to respond to an email I sent via appfolio, they are told the thread has expired. Since every email sent from appfolio is sent from a different spammy looking email address, I get frustrated tenants asking which of the 15 email addresses they should use to reach me. Owner statements are confusing to owners.

Overall: Initially, I was thrilled with Appfolio. They had live support, and same day follow up calls when submitting tickets. Suggestions on the user forum were implemented, or at the very least, were updated by Appfolio so we knew they were aware and cared. None of that anymore, but we are regularly being innundated with value added junk that we can pay for if we want it or obscure improvements that seem pretty specialized/not broadly impactful. Meetups, etc. are heavily geared toward sales/recruitment and have virtually no value for current clients. I was fine with shrugging my shoulders as this is often how things go with growing companies, but looking completely unprofessional to my tenants/owners due to unreliable email/text, suppressed fee accounting/commingling problems (that are legit problems, not user error), and confusing owner statements have me in talks to switch. Property managers are dealing with stigma to start with - I don¿t need my management software making my company look unreliable/unprofessional/untrustworthy on top of it. Not to mention - I dread having to explain during a state audit why income is ¿suppressed¿ from owner reporting.

Wall Street Greed and Arrogance Abound at Appfolio

Mar 04, 2018
2/5
Overall
3 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: Run don't walk from this software. Read the reviews on other sites to get 'the rest of the story'!

Pros: The UI is simple and easy for new staff members to learn. The features are 'simple' and provide entry level functionality to get tasks done.

Cons: Since signing up with Appfolio in 2010, they've lost their consumer focus - and replaced it with what can best be described as 'Wall Street Arrogance': - selling 'value add' services to our clients without our prior consent - adding a maintenance call center that is a joke and an embarrassment - their suppressed fees feature is a nightmare to use, requiring hours of extra labor to ensure it works - coming out with simple versions of software 'improvements' that don't compare or compete with online alternatives That last point is why I am actively searching to leave Appfolio. Instead of letting me connect Appfolio to Docusign, they develop their own lousy lease writer which noone likes or uses. Instead of letting me connect Appfolio to TenantTurner or other showing softwares, they insist on making us wait for their 'simple' (less powerful) version to come out. Instead of letting me connect my Appfolio to SalesForce or Hubspot or Infusionsoft, they say 'who needs a CRM anyways'? Mind you they use Salesforce to grow Appfolio... but we can manually add new clients versus importing them from our CRM Instead of letting me connect my Appfolio to Podio or Asana or another workflow management software, they say 'use paper checklists, or maintain a dual database' if you want to get your work done with the latest cutting edge software tech. Folks - THIS MATTERS, and means you will spend TONS of extra hours doing labor that could easily be automated otherwise. Instead of letting me connect my Appfolio to Survey Monkey, they make us use a dual data base, and miss the chance to survey our clients. Appfolio surveys us all the time, but apparently we don't deserve to use an integrated survey feature. Instead of letting me connect my Appfolio to PropertyMeld, they want me to use their Model 'T' version of a workorder system. So I went with PropertyMeld, and deactivated the Appfolio maintenance portal so I could replace it with PropertyMeld's portal. We now run far more efficiently - no thanks to Appfolio. I recently used a competing call center to answer our maintenance lines, and received a 'cease and desist' style letter from Appfolio?! They said that 'for the safety of my data', I was to no longer use any 3rd party services!? I shook the tree long and hard and they retracted that statement. A thinly veiled attempt to shut down a competitor. Shameful actually. When Appfolio went public, I told my Stock Broker 'you should buy it, cuz I know it will go up'. Their share price tripled over the past two years, but I refused to buy their stock. Why? I HATE that Wall Street Greed and Arrogance has entered our industry, and refuse to support them. An open source API solves all of the above 'connection' issues, and is what's best for the customer. But Appfolio will not release their API. So folks, before considering moving forward with Appfolio, remember that the folks who play God with your data will decide WHAT improvements to bestow upon us at THEIR leisure. They'll decide what products to sell to our clients WITHOUT our knowledge or consent. I'll leave you with a closing thought - why would Appfolio decide to shut down live support while their share values triple? One would think that escalating share values means they could afford to give us excellent live support... apparently the shareholder is now more important than the customer at Appfolio.

Vendor Response

by AppFolio on March 09, 2018

Hi Todd, thank you for providing this feedback. We are sorry for your poor experience with AppFolio. We work to provide an all in one solution to meet needs across your business and we created an online leasing flow that allows for the automation of your move-in processes and the ability to e-sign a lease. We also launched the ability to survey your tenants directly from AppFolio and we welcome your feedback regarding other features that you believe could be improved. We would be happy to disable the ability for tenant's to purchase renters insurance through their portals and to clarify, we launched this as a feature offering to help property managers mitigate risk. In regards to our customer support, our Customer Success team's first priority is your success, and they work hard to help improve each situation. Our team has also created an online Help Center that can provide step-by-step assistance in time of need, it is a great place to start when you have a question. We take your experience seriously and hope that we are able to provide you with excellent service moving forward!

You're getting too big

Feb 22, 2018
3/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: The product itself is great and very intuitive. The mobile app is very helpful for the entire staff.

Cons: Support is really lacking. I would like to just call and get support, rather than submitting a request and waiting for an answer. I've submitted a request once and was told that what I was requesting was not supported and that I should make a suggestion. I feel that I'm already communicating with Appfolio, why do I have to re-communicate to Appfolio? The support person should have said that the feature I was looking for will be passed on to the appropriate department. I get the impression that the suggestion board is mainly a feel good function and not something that Appfolio takes seriously. I base this on the fact that there are suggestions that have several votes, have been on the board for several months and not getting a response. As an example there is as suggestion for lease expiration notice which has 1,231 votes and was suggested May 2015. It was not responded to until February 2016 and we still don't have this function. What's really funny about this particular function is that before I went to Appfolio 5 years ago I had this function on my website that I designed and had developed. This is just proof that Appfolio doesn't listen to it's clients

Vendor Response

by AppFolio on February 23, 2018

Hi David, we appreciate you taking the time to provide this review. The nature of our software and support often requires us to look into complex accounting issues that our Customer Success Team researches in order to provide an informed response to meet your unique business needs. Thank you also for providing feedback directly to our Product Team for enhancements you would like to see. The reason we ask clients to submit feedback directly to our Product Suggestion channel is so Product can hear exactly what you are looking for with nothing lost in translation. The format also allows for us to aggregate requests so we can see what is the most highly suggested and follow up with clients to learn more. Thank you for participating and submitting your feedback to our Product Suggestion Board, as this is the most direct way for us to hear your feedback. In regards to the specific suggestion you have detailed, I have reached out to a Sr. Product Manager to provide more insight and you should be hearing from us soon. We hope to improve your experience going forward!

Overall Fantastic Software that is always adding features!

Feb 07, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: The updates and the "what's new" feature are great, this software keeps evolving along with our business. Ability to mass-email or mass-text a property is great, and all the recording-keeping is great for peace of mind. Can't possibly imagine doing business without the organization of AppFolio. Universal Search is great, fast, and efficient. The mobile app is great.

Cons: The customer support can take a while, as in, there is no direct call option. Submitting a support request and waiting is fine most of the time, but having an "emergency" option would be great. Lack of specific rules for rent controlled areas. For example, Oakland and Berkeley have different rules for rent control and we have to constantly edit the auto-populate letter. It would be fantastic to have the option to have the option to have a different auto-populate letter for each property. Each City requires different things to be referenced. Charges are often auto-generated in the middle of the night when you manually onboard new tenants. For good record keeping, it's helpful to record when a rent charge started so we know accurate historical data and another way to know when tenants are eligible for a rent increases. But when we do this the system creates a charge for the current month in the middle of the night, which has to be manually reversed. The flow from application to move-in is very impressive, but AppFolio isn't as smooth when you take over management of a property that already has tenants, which is almost always the case. We've received some negative feedback from the call center, including a time where a tenant called to complain about the door being on the wrong side on a new fridge. The tenant said a female employee laughed at him. Personally I think this is hilarious, and there is a part of me that is glad she laughed at him, but it just made matters worse. Also the occasional complaint about not being able to get through to someone. There are requested features that seem reasonable and have a lot of support in the online community, but they don't happen, or at least not right away. I suppose you don't want to spoil us, but things like "weekly recurring work orders" and being able to toggle "payments required in full" for individual tenants seem like things that happen. Ultimately these are good things b/c I assume they will happen, but almost having the feature is painful. Electronic Payment requires a cell phone. This is kind of strange and would love to be able to just submit payment without the phone.

Vendor Response

by AppFolio on February 14, 2018

Dear Tyler, Thank you for providing your honest feedback. If you are ever experiencing an urgent issue, you can add this to the subject of your support request and we will try our best to facilitate your urgent needs. We are constantly seeking to improve our product and support offerings and I have forwarded your product feedback to all of the appropriate teams for review. They will also reach out to you if they need more information. We appreciate your interaction with our user community as we continue to implement new features from our Product Suggestion Board! We look forward to our continued partnership!

Accounting using AppFolio for 7 years

Nov 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Comments: I am not a computer geek, but have had a little computer programming training in the past. As I read the different users complaining about things or how they think their issues should be addressed in the upgrades to the system sooner than other issues, I wish I could open their eyes to finding creative ways to make things work for them till the next improvement arrives. AppFolio is a very elaborate program and there are multiple ways to accomplish almost every task needed in the property management field. AppFolio's development staff has a very complicated job to make this program work perfectly for all their users coming from all different kinds of backgrounds and from what I have seen over the past 7 years, they are doing an amazing job (and it appears they have a lot of fun in the process).

Pros: The support staff is amazing. Responses are within 12 to 24 hrs and solutions are found or suggestions for the future improvements. Over the past 7 years I have watched with admiration as this program has blossomed, filling the needs of multiple users in detailed ways. I use AppFolio in two different accounting venues, one with a large property management company servicing over 1600 home rentals, the other with one owner handling his 325 apartment units. This program provides excellent adaptable reports for both aspects of a property management company and for one owner with multiple apartment complexes in all phases of financial accounting, rental reports and maintenance. AppFolio encourages all discussions between all users and the staff of AppFolio resulting in ongoing improvements and additional options within the program. To be quite honest, since my specialty is the accounting department, there are many parts of AppFolio that I have not had the privilege of really working with, but those that I have come across look to be as detailed and helpful as the accounting processes. The Help & Training section within the program is also evolving and very detailed in explaining how things work.

Cons: If I had to find something I didn't like it would be the constant change that requires me to think and be constantly attentive to the processes in the program. It seems that almost every week there is a subtle or large change that rocks me for a moment. It is frustrating at times to stop and relearn a process. But then to my amazement I am once again loving this program even more and all that it does to make my job easier. You can't use this program out of habit. It is always evolving for the better.

Took a bit to get the hang of it, but would NEVER go back!

Jul 19, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 1. It has what I want from a property software,and if they don't have it, they will if you ask! 2. The customer service is spot on, they really love their customers and it shows! 3. Notes for EVERYTHING with PICS! No more tenants claiming they don't know what you're talking about or not knowing what they are trying to tell you is wrong with their units! 4. It makes it easy to keep track of all the data we have, literally everything has a place to be put. 5. I really love how in depth the help pages are and the fact that there are forums for the users to talk to each other about what they deal with and how they have worked around issues. It can take some time to find the right thing sometimes, but you can always find a way to make things work. Appfolio is very adaptable and it feels like there is no one way to use it. It works with each person in their own way!

Cons: 1. The accounting took awhile to get used to and can be a little clunky and confusing at times (and I have an accounting degree). 2. Customer service can take up to 24 hours to get back to you, while that is still a good response time, when you have accounting questions, it can seem like forever. 3. Having the option for so much data can make it hard to remember WHERE your data for a particular item got placed. Was it the unit page? Owner page? Tenant notes? Vendor notes? Maintenance notes? Who knows! It would be great to see a system that links together notes a little better with catch words or a notes search option by date etc to make finding the large volumes of data we collect a little easier. But it is STILL a far better system than anything we have used before.

Vendor Response

by AppFolio on July 25, 2017

Dear Christine, thanks for sharing your review! We appreciate your thoughtful feedback and are happy to see that appfolio has been a significant improvement from your last solution. We look forward to always improving our software for your use!

Appfolio is AWESOME!

Jul 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: The customer conferences are so beneficial and give the opportunity for new customers to talk with your staff directly and other Appfolio users. I believe this was key when we first converted and were going through the growing pains ourselves. Now that we have used this product for several years- I like to attend the conference, not only to connect with your team in the genius bar and in the classes--but to help the newbies by sharing our experiences with them and tell them about our processes. I just think overall the conference helps everyone get reconnected and I find it very beneficial.

Pros: The appfolio team listens to their end users and encourages input/feedback, so that they can make changes/upgrades on a continual basis. This, in my opinion, is one the biggest things that puts Appfolio WAY ahead of its competition. The program is stupid-easy to use. (seriously, training on this system is a breeeze--it is truly "user friendly") Texting and email ability allowed me to cancel another paid service I used to use--and these features are SUCH a time saver, plus our residents LOVE it! PLUS the system keeps the documentation- I don't have to spend time adding it in as a note! Win-win! Online payments free up SO much of my time now. (Residents love the convenience as well) The majority of my property pay online!!

Cons: I can't think of one thing! I just really like Appfolio and I believe that the company has their fingers on the pulse of what we need. THANK YOU!

Vendor Response

by AppFolio on July 25, 2017

Dear Lisa, thank you for your kind words! Our team loves seeing and working with you at our annual conference - we all truly enjoy meeting our customers face to face each year. We look forward to continually improving your experience with AppFolio and giving you the tools you need for your business. We hope to see you again at this year's conference!

Property Manager Review

Jun 13, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Comments: In my opinion, the folks at Appfolio are great people and try very hard to get it right but don't pay much attention to the details and everyone knows that the devil is in the details. Even though I can't use all the features of Appfolio, I must still pay for it as if I were using it. Perhaps if there were to survey their data and get an idea of what is used heavily and what is not, they could become more focused and improve what they have already released. Of course, that is just my opinion and you should formulate your own opinion of what works for you and what doesn't.

Pros: This product is always available if your internet is available. It does a good job for the cost of the software.

Cons: The limitations the software has made it the software to use until something else comes along. Appfolio could do much more if the developer was focused on what professional property managers need and not what the developers perceive they need. Features are not released fully functional to the point that rather than having one software solution for all tasks I need several software programs to get the job done. An example is the inspection program, it was a rush to the market and not really ready or usable for me. Another program must be used if I am to do a good job with digital inspections. Example 2 would be the limitations of the leasing module, my lease was written by a real estate attorney, but because of the lack of some fields needed in Appfolio, can't really use the option because of the time needed to hand massage the lease function to work. So an alternate solution is required.

Vendor Response

by AppFolio on June 19, 2017

Dear George, thanks for sharing all of your feedback with us, we appreciate hearing from our customers! We do a great deal of research and discuss new features with customers at length before we build new features - the customer feedback is at the heart of our product. We will definitely take your feedback back to our teams and hope to improve your experience in the future!

Review 06-08-17

Jun 08, 2017
4/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Overall I am please with capabilities of the software and the functionality. I would be much happier with a report writer.

Pros: The most module of the product is quite easy to use. The input of data and lookup is fast with the use of fill-ins after just a few characters. The ability to attachment of supporting documents and or notes which are vital when looking back at a prior entry could not be better. The support has been excellent. Whenever I have had a request my response from Appfolio is within one if not within hours. If a written explanation is not sufficient they are more than happy to walk me through the solution. If they are unable to solve the problem I am informed as to the reason why.

Cons: My biggest complaint is with the output. I feel the reports are two rigid. In many cases the data that is able to be accessed is limited to what I assume the programmers felt is all that is needed. The problem with this is that when doing the programming you cannot possibly anticipate all of the users' method of doing business. I have also notice that it appears there may be more than one data base. The reason for this is, and I will use the example of accessing tenants, in some reports the names are returned as last then first and in other cases first then last. My biggest complaint is that a report writer is not available. When attempting to put together various audit reports I have had to combine a number of different canned reports, and to modify the manner in which the data is displayed so as to make the combinations. This would easily be resolved if the user would be able to extract from the database the relevant data and display it in a manner that is most useful.

Vendor Response

by AppFolio on June 16, 2016

Dear Peter, thanks for sharing this feedback with us! We are happy to see that you are very satisfied with AppFolio overall, we hope to continually improve your experience. We will be conducting research on the reporting and analytics features soon and would love to gather more feedback from you on this topic. When we begin this research someone from our product team will reach out to you directly!

Outstanding software, but customer service could be better

Jun 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Overall, I am extremely pleased with the software platform and I have not regretted switching to AppFolio from our previous property management software platform. Making the switch to AppFolio was a very beneficial business decision, from a number of perspectives.

Pros: AppFolio is very intuitive and the learning curve for basic functionality and navigation within the software is relatively short. The "help" section is generally very informative. From a property management, unit-based accounting perspective, the software is very robust and offers tremendous bang for the buck. Using the software platform streamlines work flow and provides increased efficiency within the office. The Tenant and Owner Portals are hugely beneficial for all parties. Paying rent (Tenants) or sending funds for maintenance & repairs (Owners) is simple and quick. The ability to submit online maintenance requests through the Tenant portal is also a positive feature of the software. Work orders can be generated directly from the maintenance request and they can be easily tracked to completion. The text & email capabilities within the software are also positive features. Having the ability to review email/text history without having to search through an external email program is terrific.

Cons: The Tenant Move Out & Security Deposit Disbursement process is one of few features that I don't care for. Processing security deposit claims where a portion of the SD is forfeited to the owner, a portion of the SD is forfeited to the management company and a portion of the SD is refunded to the Tenant is not a smooth or intuitive process. Security deposit funds cannot be retained within the escrow account until funds can be legally disbursed - they are automatically transferred from the SD escrow/trust account to the management/property account. This places an additional burden on accounting staff to ensure that funds are not inadvertently released/disbursed before statutory time frames allow. It would be helpful if the state specific SD disbursement protocol could be customized by the end user.

Vendor Response

by AppFolio on June 20, 2016

Dear David, thanks for sharing your feedback with us! We are happy that AppFolio has been a beneficial change for your business! We have made significant changes to the move-out process and next up we'll enhance the move-out accounting flow. When our product team begins researching the needs for the move-out/security deposit accounting flows we will have a Product Manager reach out to you directly to learn about your use of this feature!

AppFolio Review

May 30, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: AppFolio is a wonderful software overall. We just need the ability to create custom workflows, procedures, activities, inspections.

Pros: Online rent pay, online Leasing, integrated accounting, integrated website, the ability to broadcast to multiple third party websites during Leasing, automatic applicant and tenant notifications when scheduling a showing.

Cons: Need customizable project management checklists. We systematize everything. We create workflows and procedures for everything so we do things the same way every time. A perfect example for this would be during move in / move out. There are 20 steps that must be completed every time a tenant moves in and moves out. We have these steps written down in Excel. But Excel checklist is not a shared list so we have no idea when things are completed. We work in different locations. We would have better communication if there was a live custom checklist that we could create and use under a couple different workflows in af. It would be ideal to have "add custom workflow" as a drop down during certain processes. For example during the "initiate move out" process. On page 1 of the move out process, we could then choose which checklist to use. Better yet in the checklist it would ask if you want that to be included every time one of the following processes occur. That's perfect. Then the users have no choice but to complete each task in the workflow. That checklist would be integrated with the pertinent users desktop as open activities. you can have 5 different users are assigned to specific tasks in the checklist and the ability to set deadlines per task. And when there are multiple users, each user only has authority to check off the tasks they were assigned to. Then it would date and time stamp each completed tasks in the checklist ss completed. Of course we would need the ability to assign tasks between users in the event a user is out or an available at this time. Examples of some recurring tasks that we do during every move out are: post home for online install for rent sign, clean carpets, Janitorial, etc. AF should add custom user titles per property or per Property Group. This way you can click to assign who's the maintenance supervisor, maintenance tech, property manager, on-site manager, janitor. That information would then be accessible in letters and in this case when assigning tasks. For example clean carpets always goes to that user title, etc. As the move in move out deadline approaches, everyone involved in the checklist workflow can view exactly what stage the progress is at. And alerts could go out if someone misses their deadline. One other nice feature would be that if we make a task required then the subsequent task cannot be checked off until the preceding task has been checked off. So move in move out is one example where this would come in handy. Eviction would be another time. And this would be extremely helpful for remodeling... perfect example is never install flooring before the interior is painted. Inspections need help as well. We don't use inspections in af because of this. Once an inspection is completed any user can delete it. It needs to be non-modifiable once completed. Also, we should have multiple types of inspections. In particular, one for move in move out that would have two columns one for move-in condition and one column for move out condition. Then we can compare condition when the tenant moves out against the info they completed when they moved in. Further, this should be integrated into the tenant portal so the tenant can complete the inspection themselves as they walk through the home. A copy can go to the property manager who can then agree or disagree with each of the findings. Then a copy of the inspection would be made available in a PDF format for the tenant in there tenant portal just like a copy of the lease is available. Lastly, currently we can only add photos to an inspection when an item needs repair. That's not the case. Just because damage exists does not mean that we will make repairs but we do need to document the condition in most cases. An example would be scratches on a stainless steel refrigerator door. We may note that they exist just so that we know the new tenant is not responsible for the damage but the scratches aren't bad enough to Warrant purchasing a new refrigerator. It would be nice to have a box to check to automatically send digital birthday cards to all tenants, vendors, etc. And if people want to go old school, you could make this a profit Center for AF. Where you have a subsidiary or partner printing company that will send holiday cards and birthday cards at the appropriate times if we enable that feature period then all the data is pulled directly from the tenant profiles so they get their birthday cards on time.

Vendor Response

by AppFolio on June 16, 2017

Dear Matt, thanks for sharing so much detailed feedback with us! We love hearing from our customers and will definitely share your thoughts with our teams. We hope that as you spend more time with AppFolio you will be able to realize the full value of our program for your business and find new success!

Review from Justin Ratzlaff of Henderson Management

Feb 10, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
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Comments: We have been using Appfolio for a few years now. There are many things that I appreciate about the product, but there are also many things that I don't appreciate. Overall, I am getting the feeling that Appfolio is getting too many customers as their popularity has grown. It seems that the customer service has taken a major hit. It also seems that it's a bit too exclusive as integration with other programs is difficult and in most cases impossible. I used to manage the Leasing Department and during that time I tried to convince the team to start utilizing online lease signing. There was a problem though with customizing addenda to the lease and there were a few forms that we could not enter into the digital lease. Without the ability to have all forms in the lease, it defeated the entire purpose of going digital. My issue is that we got everyone on the team to add a suggestion to the forums and we have never heard a response. I get emails randomly saying that someone else has added a comment, but that's far as it goes. Recently the comments have been on the thread of Appfolio not listening to feedback from customers. All I can say is, I agree. Maybe this review will be seen. I now manage the maintenance department and I am disappointed with the functionality of the maintenance capabilities. I understand that this is not a maintenance management software, but many management companies perform their own maintenance and require intelligent software for this purpose. Techs need to be scheduled, tracked, reviewed on performance, and much more. Again, I understand that this is not the main purpose of Appfolio. However, why would you not open yourself up to easy integration with a field service management software? We had to create a couple extra positions in the company to manage the transfer of information from Appfolio to our field service management software as integration does not seem to be important to Appfolio.

Pros: See above

Cons: See above

Recommendations to other buyers: If you want a property management software that continually designs and changes itself without your input, this product is useful. It is fairly user-friendly for smaller management companies. However, if you are a more developed management company that requires more input and interaction with the developer of the software, you should probably move on. Appfolio is outgrowing its customer service. If you read this review, prove me wrong.

Vendor Response

by AppFolio on February 16, 2017

Dear Justin, thank you for providing us with this constructive feedback. Your team's suggestions for leasing are a top priority for us and is something we plan to work on. We are currently working very hard on the maintenance feature - we welcome your feedback and hope these updates will solve the challenges you have been facing! A Product Specialist will be contacting you to go more in depth with your maintenance needs. As for your comments regarding customer service, we are sorry your experience has been negative! We truly value each of our customers and hope to continually create an excellent product and provide top notch service! Your Customer Success Manager will be contacting you to address your complaints and amend the situation. We hope to provide you with a more positive experience moving forward and to work with you and your team for many years to come!

Appfolio is a great basic software program for small to medium sized Property Management companies.

Feb 09, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
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Comments: We have been a client of Appfolio since their onset and helped them with Beta testing when they rolled out their product over 8 years ago. It was a great alternative to Yardi Enterprise which we were using at the time. There are many features which help make our processes functional and smooth and it is a nice looking program.

Pros: The integration of the program with our website helps cut down on many steps and the marketing and accounting features are well laid out and easy to use.

Cons: The maintenance section is very basic and does not have nearly enough flexibility for our growing maintenance division. We did not really outgrow this segment of the program until 2 or 3 years ago. Now we have signed up with another software company to manage the maintenance side of our business. This is also not a great program for companies who have a combination of services, it's mainly geared toward fee managed residential property managers. Besides residential property management, we handle construction and remodeling, commercial property management, real estate sales, and self-storage management. Most of these other services are handled through software programs besides Appfolio.

Recommendations to other buyers: This product is best for those companies who might just be starting out in business or who do not do much in-house maintenance or commercial property management.

Vendor Response

by AppFolio on February 16, 2017

Dear Nori, thank you for your review and for providing us with detailed feedback! We appreciate your partnership with us since the beginning, we hope to continually support and keep loyal customers like you happy! We are currently working on many updates for the maintenance features, one of our Product Specialists will be reaching out to you directly to discuss how these new updates will support you, as well as gather more information on what other features you are in need of for a seamless maintenance experience. We look forward to continuing our partnership with you for many years to come!

Very frustating software

Jan 12, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Extremely
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Comments: As a property manager for some 40 years, we were looking for a complete management program and were led to believe this was it, Many functions are good, many things you are led to believe during the selling process are not true. Very apparent these people are software designers and have no real knowledge of the needs of property managers to have a complete online management system.No effort to add needed enhancements to achieve your needs in management. Management brokers are not accountants and most reports are not useful to broker or owners. By no means is this a complete management software for management brokers. Program feel is that it is more designed to assist management of properties owned by the subscriber and not so much for property managers.

Pros: The website for rentals is nice, online lease processing good, Very good attention until start up date and then support is available at their leisure. Easy bank reconciliation

Cons: No ability to share inspection reports with the tenant, no ability to produce management contracts and have signed online and given to owners, all management contracts have to be produced on paper or you need other software. No simplified year-end summary report to send owners in preparation for tax time, the way you have to settle deposits by transferring money around may cause an issue with your licensing laws of trust accounts. We had to use a separate 1099 reporting company since we were not prepared, trained or alerted to the process on app folio. Again not something is done for you but assumed you would know. Once you reach start up support sucks from that time forward. You can get it on AppFolios timeline, not in a real time when you need it, you just have to shut down until they call you. No account executive to discuss frustrations with, you will feel like you are hollering to the wind and no one is listening Bank reconciliation should mirror the bank statement, it does not and makes it difficult until you recognize debits are out in wrong place.

Recommendations to other buyers: Do not buy this software unless you are trained in accounting, do not have high expectations of it being a total solution to your management needs. It will not be that, but could with some minor enhancements, that they will not make to help you.

Vendor Response

by AppFolio on January 19, 2017

Dear Steve, thank you for providing us with constructive feedback - we appreciate that you have shared your experience with us! We do not currently advertise to be a solution for management brokers, we are sorry if your expectations for this were not met. We do recommend that users have accounting knowledge to best operate the system. We have recently enhanced our 1099 feature to include tracking owner 1099 electronic consent and sending 1099s to their owner portal. In addition, we host 3 training webinars a year to help prepare our customers for the 1099 process, it appears that you have unsubscribed from our emails, which is perhaps why you were unaware of this training opportunity. We are sorry that AppFolio Property Manager has not been a complete solution for your business so far, we hope to work with you to further to reconcile this situation! A manager has reached out to you directly for more feedback on your experience.

AppFolio

Oct 06, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: The product overall is a very nice product for a residential management application. User friendly, decent functionality, clean look. Sales and implementation teams are very responsive; the continuation teams are not quite as responsive or accessible. They have a user forum where suggestions, questions and answers can be submitted and reviewed. They are continually improving the product and consider user suggestions in their enhancement process. That said, we manage commercial properties, not residential. We knew there would be some adjustments in processes and procedures we would need to make but the platform is NOT overall conducive to commercial management as we were led to believe. We were so excited to finally streamline some of our processes while adding tenant and owner portals, so when this failed, we were incredibly disappointed. While they are on the right track and may have a solid commercial management product down the road, they are definitely not there yet if the user is managing multiple properties, especially if the properties have independent banking accounts. It was difficult to properly rate the product as I believe it is a great product for the correct application and certainly competitively priced and affordable. However, our experience was less than favorable due to the inconsistencies and limitations for our needs.

Pros: Very user friendly; clean look; multiple search functions; decent reporting; user portal functionality; great implementation team; decent support; continually adding new features and enhancements; affordable - great value for the investment

Cons: Very limited for commercial property management applications; accounting platform does not adequately support multiple or independent accounts for individual properties; tenant and owner profile info pages are very limited for a commercial

Recommendations to other buyers: If you are a residential property manager, this is definitely a product to consider. They are continuing to add new features and enhancements. Check out the accounting and reporting platforms thoroughly before purchasing to ensure it meets your requirements. Commercial property managers, look it over very carefully before you consider this software. Check out the tenant and owner profile pages and set up (although I know they were working on those issues). Overall, I believe it is a very nice product, it just didn't fit our needs on the commercial side.

Vendor Response

by AppFolio on October 10, 2016

Hi Tamra - Thank you for posting a review, we appreciate your willingness to share your feedback as we are always seeking to improve our offering! When your company decided to leave AppFolio in April, our Customer Success team learned in detail about the challenges you had with our system. Since then, we have improved the tenant portal experience for commercial tenants and are continually making improvements to our accounting and reporting workflows. We have many happy commercial property managers using our system and hope that you will consider us again in the future!

Fair but far from perfect.

Sep 16, 2016
4/5
Overall
3 / 5
Ease of Use
3.5 / 5
Features & Functionality
3.5 / 5
Customer Support
3.5 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Cloud based. I seriously didn't like the concept of having someone else be in charge of our confidential information but being able to get information over various devises from anywhere is a huge convenience. The cost savings of not having to host the software has been huge. The software is easy to use for the most part but the accounting reports are the software's Achilles heal.

Cons: There are allot of things but for the most part it can be summed up to reports and accounting. For a software that is advertised to make life easier and streamline the process, it falls short. Reports. Very poor reports and the kicker is that they don't have a Profit and Loss Statement. WHO DOESN'T HAVE A P&L AS A STANDARD REPORT???? I also don't like the fact that you can't customize the reports. If you don't like how something is worded, too bad. You can edit it on a single report for a single owner but you cannot do a global change to all reports such as if you have a "Convenience Fee", it states it as "Mark Up". You're stuck having to manipulate single reports which takes a huge amount of time. Things that should be simple such as refunding a tenants application or other such fee are time consuming and convoluted. You'd imagine it would as simple as hitting the "refund" button which they have but by doing so it throws off your books and not only refunds the tenant but it also gives that money to the owner??? So now you have to clear up the mess by doing multiple journal entries. The same holds true for other issues. Long story short, we're spending more time dealing with accounting issues because the software did some crazy thing. When you create a support request for the item, they'll help you by saying something like "well this is how to work around this". We're trying to streamline the process to make our lives a whole lot easier, not having to double and triple check reports to make sure we're not giving more monies than we should.

Recommendations to other buyers: Appfolio has this one size fits all mentality which for us doesn't work. Yes the software is better than most and way better than Property Boss but no where near perfect. The customer support is fair and the continuing support is great but again, they have this one size fits all mentality that you just have to get accustomed to. Its obvious that the software was created by an accountant, which is all good but you have to have an accountant degree to really work it and understand the reports. I'm not sure about you but my clients are not accountants and they want easy to understand reports.

Vendor Response

by AppFolio on September 27, 2016

Hi David, thank you for sharing your experience, the customer voice is important to us! We will take an in-depth look at your reporting and accounting concerns - the new Help Center is a great resource to learn more about AppFolio in a step-by-step manner, and our customer success team works hard to ensure your success!

Oct 30, 2013
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support

Comments: This program is seriously lacking compared to some of its competition. Our company had to switch from another system after the California DRE decided to crack down on anybody they found out was using it due to the way in which that system handled e-payments (e-payments passed through a clearing account before settling in the destination account). I am extremely computer literate and have no difficulties learning new software quickly. I've used this program long enough (three months) to say that there are multiple aspects of its design that I think are unintuitive; I find it to be terribly lacking in advanced functionality; it is devoid of any form of flexibility in how it allows users to handle processes. I could not be more disappointed with this program. There are flaws with its design which I find simply inexcusable, such as not being able to generate an email list of all tenants (all tenants that are not primary simply have their names listed as "additional" in the tenant directory) or that paying owners is divided among each property separately (including properties owned by the same owner), and the owners name is not listed in the process. There have been multiple other issues that I've been able to work around that I don't care to list. This program feels underdeveloped to me. Its like the base model of a real property management program. They claim that they are a "Property Based" program. Please understand that this means that every single bit of data is both kept and displayed at the property level. Properties are treated as entities and people are treated as references. If you wish to see a report for an owner you will have to combine data for each of that owner's properties because all information is kept on the property level regardless of ownership. Our large owners with 15+ properties receive a 15+ page owner statement each month: a statement for each property. They have no ability to tell from their statement what amount they were paid, how much income they received, or expenses they paid out unless they combine the data from each property they own because AppFolio does not have an option to summarize or combine all data for an owner or property group. Almost nothing in the program is live; reports must be generated to view info for most tasks then drilled down to get to what you are looking for. If you are a small scale operation or aren't very computer savvy, then this is the software for you. But if you run a mid-to-large scale operation, are tech savvy, or want some bells and whistles with your software, I highly suggest looking elsewhere. The only good things I can say about this program are that it's fast and reliable. My firm manages 360 units for 154 owners, and I'm the accountant and head of property management.

Vendor Response

by AppFolio on October 31, 2013

Wes, we appreciate you taking the time to write a review. We know switching software can be arduous, and, since all available solutions differ greatly, there is a learning curve associated with the shift in paradigm. For example, you are right in saying that AppFolio is property-based and report-centered, which is probably much different than what you were used to using. The goal of our reports is to provide the flexibility to search, group, and filter your data based on your viewing preferences, and we also provide a universal search for quick access to records and common tasks. Running reports at the owner level is just as easy as running them at the property level. Specifically, you can opt to send any owner a consolidated owner statement, which would combine transactions from all properties owned by that owner. Our services team will get in touch with you to address a couple of items you mention here, and assist you through setting up the reports you need.

I love AppFolio

Feb 14, 2018
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Extremely
Likely

Pros: The ease of all of the features. I love the program and what it does for our company. Customer support is also a huge plus! They're always fast with getting back and follow up with you to make sure your issue got resolved. They just go the distance to make sure you understand the issue you may have or answer any questions about new features you haven't used.

Cons: Some features are confusing and don't make sense. Could be "dumbed" down a bit without having all the extra steps. There are also some features that I feel like we may be able to get use out of, but they aren't high lighted as much. Like the inspection aspect, I feel like we'd be able to use it but there's things in there that needed to be added. Also we would love to be able to write down keys/fobs that each tenant may have in their "units", but it only gives you the option of the key number. Just a couple things that need to be tweaked for us to use them efficiently.

Vendor Response

by AppFolio on February 16, 2018

Dear Morgan, we're so glad you love AppFolio and the diligence of our Customer Success Team! We always welcome product feedback to help us build out new and current feature offerings. We'd love to hear from you! Please post your suggestions regarding mobile inspections or your ideas for simplifying other processes on our Product Suggestion Board (linked from your AppFolio database). In regards to Key Tracking, you can add the Key ID (for example, the code or name that is on the physical key or key ring), a description of what the key is for, and the total number of those keys available. You can also navigate to the key record of the key you need to check out and click the Check Out task. Type the name of the person who is checking out the key. This can be an owner, vendor, tenant, homeowner or staff member. Enter comments about the checkout, for example why it's being checked out and when it's expected to be returned. Hope this helps and thanks again for the feedback!

Appfolio: The Cutting Edge Experience

Jun 27, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: I have been using the Appfolio software for 18 months now and I am still learning ways to customize reports so that I only see pertinent information. I discover ways of inputting information and narrowing my searches for information, such as finding information about appliances, which SKU we purchase for the apartments so I can give this information to the vendor which saves me and their employee valuable time and frees us up to serve more customers. I <3 Appfolio!

Pros: Appfolio is a property manager's 'one-stop shop'. I am the office coordinator, partnering with the property owners and maintenance manager. If our employees can't find the information they need about a tenant, application, report or work order, then we need to train better because Appfolio provides the templates to input any information needed to screen applicants, communicate with tenants, manage work orders, locate a property by link to Google maps. Every page has a feedback/suggestion link at the bottom of the page. We receive regular notifications of updates by the Appfolio team. I don't work with accounting, but if a vendor calls about payments or account information I know how to access it and even narrow my searches.

Cons: It would be most helpful if work orders could be categorized since we have maintenance employees who specialize in plumbing and HVAC. It would also be helpful if a work order that has been marked 'Urgent' pulled to the top of the list or color-coded red so that it was instantly recognized as urgent by our maintenance personnel. There just aren't a lot of cons from the aspect I work from.

Vendor Response

by AppFolio on July 06, 2018

Dear Margo, thank you for taking the time to leave this review! We love partnering with you and it's great to hear that AppFolio is your one-stop shop for property management!

Value

Apr 02, 2018
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Comments: The software has always worked for us and we have seen constant updates from appfolio to better compare to the competitors software but at this time we are really evaluating a software change due to the lack of functionality explained above.

Pros: The ease of use is amazing and makes it very easy to train. Very visually appealing. Help[ center is a great benefit. Love the online payments platform.

Cons: Not a robust enough accounting platform. I don't think the CAM rec feature is robust enough to handle most retail CAM, Tax, Insurance reconciliations at the end of the year. Most tenants pay different versions of CAM, admin fees, CAM caps, etc... It is very rare that tenants all pay the same NNN at a property. The delinquency report is way too simple for our company processes. The delinquency report really needs a section for notes to easily review. No way to order parts through software like competitors. No way to audit utility billing like competitors. Websites leave something to be desired. Accounting reporting seems way to complicated. (This could be from trying to "dumb" down the platform for ease of use but really handicaps the bigger players on the software.) I don't think we have a dedicated account rep. It seems like every time I need something I speak to a different person. It would be much easier to have a dedicated rep that i could reach out to for everything and then he could delegate internally for you.

Vendor Response

by AppFolio on April 11, 2018

Hi Braden, we appreciate your review. It's great to hear that you are finding training to be easy with the software. We have built out a comprehensive help center with articles, videos, live trainings, and soon we will be adding live chat to better serve you! You'll be happy to hear that we have added new CAM reconciliation enhancements that will hopefully ease some of these points. Check out the What's New section of your database to explore these recent updates. In addition, I have provided your feedback to our Product Team who works on this initiative to help inform how we will build this out in the future! Thank you!

Hindsight is 20/20

Sep 08, 2016
2/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: Good marketing product, nice integration with applications, lead generation, and designed website.

Cons: Importation and set up was an absolute mess. Importation team coded 60% of accounts wrong. Monthly issues arising from bill coding, lack of combined general ledgers for clients with multiple properties. Lack of centralized general ledger showing clean accounting. Complex and unwieldy client statements. Contentious unhelpful customer support that takes 48-72 hours to respond and frequently with non-solutions. Lack of local data control. Lack of local bill coding control.

Clients complain frequently that statements are confusing, badly designed, and the lack of a client general ledger makes large investment accounts virtually impossible to track cleanly.

Overall: We are a small Real Estate Company that switched to Appfolio four months ago. Non-stop problems. Importation had errors northwards of 60%. Software is very inflexible from an accounting perspective and does not allow much local control. Lack of combined client general ledgers renders large accounts unwieldy and virtually impossible to effectively service. Out of the box we had to design workarounds to combined client accounts and instead of switching to digital statements we ended up back with paper statements. Software designed well as a marketing platform or for property managers but poorly for financial data intensive and investment property managers. Overall the accounting and money tracking components are badly designed and leave information broken up instead of cleanly and accessibly centralized. Very clearly designed by a software engineer with little to no input from accountants.

Customer support is spotty and uncooperative. New problems either stemming from import data issues or inflexible bill coding process are a monthly routine usually met with a "get the solution wrong first" approach. Lack of support for re-importation put us down almost two months of wasted effort by three of our staff and three hand audits of accounts. Highly unlikely we will use platform more than initial contract.

Pros: Website management and design team is responsive and effective. It's a well designed marketing platform.

Recommendations to other buyers: Do not buy it.

Vendor Response

by AppFolio on September 09, 2016

Dear Tom, thank you for providing this feedback to us, we value your thoughts and hope to improve your experience! A manager will be reaching out to you to work with you towards solutions for these challenges.

Fomer Yardi User

May 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Comments: I could not do the job I do today without AppFolio. There is no other property management software that integrates every aspect of the business. The customer service is the best I've encountered over the years. There is definitely a core value at the top management at AppFolio that filters down to everyone we interact with. Awesome company, awesome product.

Pros: Follows the flow process of property management. AppFolio easily allows me to complete the tasks for three employees. There are redundancies that prevent common and costly mistakes. Having an advertising module built in is fabulous. We only use AppFolio for advertising, The maintenance module continues to grow in functionality and the electronic Lease process reduces time and work required from our Leasing Agent.

Cons: IF I had to say something, I would say that changes for the sake of changes can be counterproductive. Just when I feel comfortable with a new feature or process, it changes. I think this is due to shift in mobility demands from the new generation moving into the work force and AppFolio has to meet these demands or become just another past property management software.

Vendor Response

by AppFolio on June 15, 2017

Dear Kris, thanks for your awesome feedback, we appreciate you sharing your thoughts with us! We understand the need for balance between new features without it becoming a distraction, our teams are always trying to make the transition of new releases as smooth as possible while still bringing you the latest and greatest technology!

Fantastic Property Management Partner

Feb 20, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: What we love about AppFolio is simply not just the software but having a trusted and dedicated partner in managing our properties. This cloud based solution is easily accessible from any PC or Mac, tablet or phone. With constant enhancements and updates the database stays well ahead of the curve in answering demands we have yet to make. The engineers and coding experts at Appfolio often provide us with tools and the means to handle any scenario when setting up a unique billing model for a unit based on surcharges that we might wish to use in capturing an alternative revenue stream that we must track. We are very fortunate to have found Appfolio and rely upon our partnership with them to provide our residents with online payment options and allowing them to access payment history and to create tickets via an online maintenance request. Excellent reports and the ability to modify them on the fly allows us to access information in an easy and convenient way, providing us with a crucial link in working seamlessly with our Accountants.

Vendor Response

by AppFolio on February 22, 2018

Hi Tony, we're so glad you love AppFolio! Listening to our customers in order to provide enhancements that make your lives easier is one of our main goals. We are thankful for your partnership with us and we look forward to many years together!

AppFolio is an all-around good property management software

Sep 20, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Appfolio is great for single family and multi-family property management. I have used it in the leasing role and the manager role. In both cases, I found it to be intuitive and easy to use for individuals with a variety of skill levels.

The maintenance portal was probably one of the best I've seen. I can start with a resident's service request, send it to my vendor, make notes along the way, add photos & attachments, receive and attach the invoice to the work order so that all of the relevant pieces are in 1 place, accounting pays it and the check then becomes associated with the invoice that's associated with the work order. When an owner has a question about an expense on their statement I can get from their statement, I am no more than a couple clicks away from an answer with loads of documentation along the way.

Cons: This software would not be ideal for a company that participates in the LIHTC/Section 42 program. It seems to be sufficient for use with residents that participate in programs like Section 8, though. Some data sets also require that you pull two or more reports to see all of the data you need. The reports are highly customizable, once you learn how to use them, but some of the data is just not available from one report to the next.

Best Property Management program on the market

May 01, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Regardless of what one likes or doesn't like about Appfolio or even if you use many of the features, this program provides the best overall system to manage rental property.

Pros: Appfolio has a lot of features and many time saving elements built in to the program to allow you to accomplish more work in less time. They are constantly adding new features and improvements which are often driven by customer requests. The program is relatively easy to navigate and the learning curve for new users is usually fairly quick.

Cons: Some new features have created problems which Appfolio didn't plan for - although they have been good about fixing them (eventually). Certain requests for new features and improvements have been ignored even with a high level of support from the users. Many of their added features have been obviously driven by Appfolio's desire to find additional revenue streams from users. This isn't necessarily bad for the end user as many of these features are helpful by reducing time and efforts to accomplish their work, thus somewhat paying for themselves. However, other user requested improvements appear to be ignored which may be due to their lack of income generation for Appfolio or at least require extensive programming to be added to the product.

Easy to use platform powerful reporting

Jul 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Comments: Great company and great product!

Pros: The ability to track all rents in real time and ease of use for both the property manager and tenant make this product amazing. The tenant portal makes paying rent super easy for the tenant and creates value for the property manager. The owners portal is a great place to display the owners financials and it can be accessed from any device. The websites that can be build out for each property or 1 to encompass the port folio is a really cool option. They constantly release new features that greatly improve the software, this is because they listen to your feedback.

Cons: One of the cons for me would be I wish they had someone to answer the phone when you called for support. They make you submit an email with a support ticket then they will respond back to you. They are pretty good about getting back to you right away and they will call you if you request to speak to someone. the only problem is if I get the call and I'm not in front of the computer.

Vendor Response

by AppFolio on July 25, 2017

Dear Grant, thank you for sharing your feedback with us! We love to see that you feel your voice is heard - we highly value customer feedback, it is an integral part of the product we create. We look forward to working with you & your team for many years!

I cant imagine trying to do my job without Appfolio!

Jul 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I am a huge fan of Appfolio because it makes my job more efficient and enjoyable. I would recommend it to any property management company and I promise it will make your job so much easier! If I did not use appfolio I think I would need to hire additional people to help with the workload and I would not be able to take time off when I want to!

Pros: I love how easy it is to learn and use. The software is so intuitive that I was able to jump into my new career as a property manager with ease! Online leasing, payments, vacancy posting, maintenance requests, text, emails...I could keep going. I dont even know the stress of "rent week" because appfolio does it all for me. Appfolio is constantly making updates to their systems (weekly!) and reaching out for feedback from their clients. Their crew is positive and peppy too!

Cons: It might be a bit spendy for a smaller business. When I do have a support request it would be nice to just call and talk with someone instead of waiting for a email response. It can be difficult to explain the issue in a email. There are some updates that I think need more attention.

Vendor Response

by AppFolio on July 25, 2017

Dear Jamie, thanks for sharing your review! We're so happy to know that AppFolio is saving you both time and money in your business - we look forward to our continued partnership!

Appfolio - A Hidden Gem for Property Management

Aug 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Thing to consider are user roles are predefined - I don't find they current roles fit all situations; although Appfolio states they will customize. Appfolio provided training is a watch-and-learn overview video; This training is a bit oversold during the sales pitch. They do, however, provide a sandbox database for all users to play in to play and learn. On the other hand the tool is so intuitive, I never went into the sandbox, I just started using the application; and I use the On-line Help when I get stuck. Note, I am an experienced software tech - so my abilities may not be normal to others out-of-the-box. Appfolio does the system set-up and initialization based on a set of spreadsheet-based build sheets. This process can be improved, and personally I, and maybe others, would like to be more involved in the details of setting up the system. Some users might find the build sheet a bit complex in understanding how to complete for the "big picture". This is where someone who has experience in systemic implementation can save a company time. We implemented the build in 26 days (start of build to go live) for approximately 300 units and 15 properties.

Pros: It is very user friendly and easy to use. The intuitive nature of the screen designs is very simple for non-technical people to learn without much training. A comprehensive application for managing multiple properties/buildings in one application suite. Provides every basic need from birth to end of a tenant relationship. Getting started was not too difficult, as long as there is someone that has a comprehensive view of the overall scope of the implementation. Lot of function for the price.

Cons: Most cons are minor and I would not consider reasons to not use Appfolio, more considerations to understand when implementing. See general comments below. My biggest "peave" was they would not let you try the system or play in the sandbox until you agreed to purchase; only demos. I almost did not go with Appfolio for this reason.

Lots of issues

May 09, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Appfolio was an amazing company when we starting using them in 2014. Gradually, their customer service/support fell off to nearly nothing. We used to have an assigned support person and then suddenly there was a revolving door of support folks that would respond. There isn't any consistency. There are boards where folks can request certain updates but it appears that the decisions of which upgrades are made have nothing to do with the popularity of that proposal. We have become very disappointed in Appfolio and quite honestly have been looking at our other options.

Pros: We love some of the aspects of the software. The ability to contact both owners and residents directly through the software by text or email is wonderful. The ability to have online portals for both owners and residents is also a plus.

Cons: Customer support. Slow. Not always given the correct method to correct a problem then we have to find it on our own and explain it to a support tech to get it corrected. No ability to create our own reports. No ability to select how online portal payments are applied. All online payments go into the cash operating account instead of the security account (if that is what they are paying).

Vendor Response

by AppFolio on June 01, 2018

Hi Regina, Thank you for taking the time to provide this feedback. We are sorry that your experience has not met your expectations and we will be having a manager reach out to remedy this. We look forward to continuing to work with you.

Good Product - Not so great service

Jul 14, 2017
3/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: There is a lot of functionality for my owners and tenants which I enjoy and like. My owners can see their statements and have view only status of their properties, which is a huge plus with big investors and small owners as well. Collection of rent has never been easier with ACH rent payment.

Cons: It lacks in quite a few areas. The customer support isn't that great. It takes days for a response and there is no option to call in anymore. We have numerous times we are on a timely manner and cannot get the answers we need and have lost clients over it. Their suggestion board is great except when there are hundreds and comments on things, they don't do it. There is no real way for them to hear your answer. The product is good but needs more tweaking, the customer service is however not great at all.

Vendor Response

by AppFolio on July 25, 2017

Dear Lisa, we appreciate your feedback! We know that your company has been very happy in general with AppFolio and we'd like to learn more about where we can do better! A customer success manager will be reaching out to you to listen to your experience and work to improve things moving forward!

Some features are great others take too many steps

Oct 30, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Overall I like Appfolio but things could be better, get a call center for immediate help. do training before the system is rolled out, have a contact person accessible. Iit took us months to reconcile our books, and we are still working on that 11 months into it.

Pros: Some lease features are great, not being able to send reminders for lease renewals not so great. Applications on line is great, online payments is great, except it should allow people to select what they are paying beacuse it sometimes messes things up.

Cons: no way to set up sublets, we spend a lot of time trying to do work arounds for sublets. The accounting end is a nightmare, dealing with move outs, balancing the books, reconcile, to do corrections there are so many steps. We had Yardi before Appfolio things were alot eaiser with Yardi. I'd like to be able to decide what I want to print if I send out a lease, parking agreement and added addendums without printing everything, I just need the signature pages. Customer service needs to respond with step by step directions instead of general answers as though we know what they are talking about. If we knew all the ins and out we would not have to contact customer service. I've asked for training videos on stuff and have gotten no answers. There is no training, most of it you have to figure it out. A call center would be great, emails just take too long for a response.

AppFolio has been a good fit for us as fee managers. Has enabled us to keep up with technology.

Aug 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Hands down - the responsiveness of the AppFolio team to making changes that will improve the product for a variety of users.

Cons: User forums/input have become overwhelming so changes can easily get lost in the noise. We have repeatedly asked for a way to make the reserve on each property more understandable to our property owners. This is a very important issue for us and has not been adequately addressed. We have also asked to be able to make "certified only" apply to the tenant NOT the unit - remains unchanged. Emails don't go to cosigners so we created a work around since this issue has also not been addressed. Really missed having the city meeting in Columbus where we could communicate with AppFolio reps face to face. This year a big issue was a change that effected our owner incoming balances without adequate forewarning.

Vendor Response

by AppFolio on August 14, 2017

Dear Patricia, thank you for your review, we will share your feedback items with our team. Our team will be in Columbus on October 19th, we would love to have you join us at this Connect event to discuss more face to face with our team!

Good product, terrible customer service

Jul 19, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Comments: Sometimes you encounter things you need help with, and email communication(especially when there is a 3 hour time difference) just doesn't work. You need to be able to contact someone to help resolve problems and appfolio will not give phone numbers for any of their customer service employees. There are things that are time sensitive and when you need help you shouldn't have to wait until the next day to receive an email that usually doesn't help anyway.

Pros: relatively easy to maneuver within appfolio unless you have a problem, there are lots of different ways to accomplish the same result

Cons: things constantly changing, don't have time to review all the "new" features every day, hate it when something I use every day is all of a sudden completely different, and most of all appfolio has the WORST customer service I have ever experienced.

Vendor Response

by AppFolio on July 25, 2017

Dear Ann, thank you for taking the time to share your experience with us. We're sorry that you are unhappy with our support teams. Your customer success rep will be reaching out to you directly to help with any challenges you're facing and ensure that you have a great experience with our team moving forward!

Why I like Appfolio

Apr 24, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: I think this is a great product. A little pricey, but all in all very satisfactory. I particularly like your customer service department in general and Ali Papatonis in particular. She has been amazing.

Pros: Very easy to use. It makes everyday accounting very simple and pleasurable. I have notices many updates lately that have made bookkeeping much easier.

Cons: There are still some updates that really need to be done and they haven't so far. Making deposit slips that are appropriate to take to the bank is one. Allowing tenants to choose what they want to pay is two. For me the biggest issue is: Having the ability to do owners payments using numbers from the previous month. What I mean by this is, like the ability to run management fees from the previous month ( we do our owner's payments on the 1st of the month for the previous month), we would like the ability to run owner's payments through the previous month. This would eliminate me having to do an excel spread sheet subtracting out prepayments and reserves.

limited customization, and very bad customer service... very bad

Apr 04, 2017
2/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Comments: The company is very responsive to sales leads. They do a great job up front. Just make a phone call and you will get someone asap to assist you. However, the contact and availability almost drops entirely once you have purchased it and have gone through the 3 hour orientation. I have tried calling the same number for a support question and was told to submit a support request online and someone would get back to me in the next 48hrs... super frustrating. There are not very good training materials for self learners and the customer support request can take days/week(s) to respond. Unfortunately, this has made the learning process 5 times harder than what it would have been.

Pros: Modern

Cons: customer service not nearly as customizable as I was told it would be

Vendor Response

by AppFolio on April 11, 2017

Hi Daniel, thanks for reaching out and providing us feedback! We see that your Success Manager Colin has recently contacted you to walk through all of AppFolio's learning resources as well as the best process to get in touch with our Customer Success team. We understand that taking on a new software can be a challenge and we aim to partner with our customers at each step of the process, from sales to implementation through a customer's 5 and 10 year anniversary with AppFolio! This is very important to us. We recently have released a brand new User Training program in the Help Center that is geared towards self-learners who want to take training at their own pace, we hope these materials will be beneficial to you! Colin will be contacting you soon to follow up and make sure that you are receiving the support you need as you get started with AppFolio.

As far as PM software goes, Appfolio is pretty much the Ferrari

Mar 27, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Extremely user friendly and lots of features that other softwares lack like ability to text tenants, Key tracking capability, maintenance tech log-ins, etc. If you are not using Appfolio in this industry your competitors who are using Appfolio will have a competitive edge you don't have.

Cons: I wish their development team was a little faster. Seems like I have been waiting years for developments they have been promising for a long time like e-signature management contracts and similar improvements. Also, their accounting piece has always been a little weak compared to true accounting softwares. It has improved over the years, but much of the data and reporting is still below other accounting softwares we have used in the past.

Overall: Streamlined many of the ways we do business and helped us organize many processes that formerly were either unorganized or not very organized very well. Also great to be partnered with a software provider that is constantly innovating and never settles with the status quo.

This is the easiest software I've ever used. I'm a new firm working alone & I can do it w/o training

Aug 10, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: There are multiple ways to get where you need to be. If an error is made, it is easy to correct and still leave everything looking "clean". Most is self-explanatory but help is readily availabe when needed. I especially like the video turtorials when I don't understand something. Integration with the website is awesome! I love the market analysis tools. Insurance integration is great too.

Cons: The help section is not always easy to navigate. The calendar should sync with Outlook and other sources so we can use as primary go-to for our entire schedule. I would be extremely please if AF would generate and send lease renewal notifications as this can be a timely task to do manually from a report.

Overall: Quick and easy. Linked to website. Market analysis. On-line apps, guest cards, payments. Tenant liability insurance. Ease of reports. Owner and Tenant portals. Everything is basically in one place and I am not on the phone all day with inquiries, work orders, angry owners/tenants. Most is done via text/email which not only keeps me off the phone but also provides a paper trail as well as allowing me to be more efficient when moble.

Vendor Response

by AppFolio on August 14, 2017

Dear Robin, thank you for your review. We appreciate your feedback and will share this with our teams. We recognize how important it is to have an easy-to-use software when running all of the facets of your business. We look forward to working with you for many more years!

APPFOLIO IS A WASTE OF TIME

Dec 21, 2017
1/5
Overall
2 / 5
Ease of Use
1 / 5
Features & Functionality
Likelihood to Recommend: 1.0/10 Not
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Comments: Hi, We are a growing property management company with a portfolio of over 900+ residential units (Multiple Buildings and Multiple Owners) We currently use two methods to account and manage our company which are QuickBooks and Excel. We will happily continue with those options after using Appfolio for eleven months and not obtaining the results that were guaranteed and expected. We will continue to search for a software that fits our business needs.

Pros: -All in one property management software

Cons: -No Support (Appfolio sells on having 24/7 support for your company, calls are routed to call center of trained reps who have never managed a company, different rep every time there is a support request, Making it extremely difficult to train a rep on your company to be able to adequately answer your question. especially when you're being rushed and only given minutes to ask the questions) -Limited User roles (make sure you only have about 5 employees that are able to view all accounting or no accounting information) -Accounting (Cannot transfer fund between properties, cannot apply individual credits to vendors, cannot consolidate reports) -Move outs (Support does not understand funds being transferred from Security deposit account to Checking and cannot help reconcile those funds) -Many more cons

LOVE THIS PROGRAM... Best Property Management Software I have used.

Jan 12, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use. I can use it literally from anywhere and i have. The color scheme is easy on the eyes and i am have one of the windows on this screen throughout the day. The accounting side is easy and with their tech support they make it so easy to respond to my endless questions, my questions have diminished through the years but their service still is spot on. I love how they keep enhancing the product and how I can go to yearly updates and they show me in afternoon what is new and how i can get hands on help.

Cons: Sometimes on my phone the easiness of the program is lost so i need my IPAD to see everything but it still works. Their yearly review is only once a year and there is so much to learn.

Overall: the easiness of this program allows me to show my team how to use the system without having them take a separate class to learn. It is really simple and they can have limited access while i can still oversea everything they are doing and see what i need to still do on every project.

Great Software

Jan 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I have grown to love this software, it has not always been my favorite but a lot of nice updates have been happening lately that help make my job much easier.

Cons: The customer service to this software can only be reached by submitting a request and waiting for someone from the company to get back to you. We have also been receiving a lot of complaints from tenants regarding the 24/7 Contact center that is available to maintenance, stating that they are on hold for extremely long hold times or no one even answered.

Vendor Response

by AppFolio on February 15, 2018

Dear Caitlyn, We are happy to hear that improvements to our sofware have made your job easier! By submitting support requests, our Customer Success Managers are able to research complex accounting issues in order to provide you with the best resolution when reaching out. We also appreciate your feedback regarding Maintenance Contact Center. A manager will contact you directly as soon as possible to address the problems you have and get you back on track. We hope to resolve this issue and to provide you with excellent service moving forward!

Apfolio Sucks

Aug 10, 2018
1/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: Nothing

Cons: Horrible service

Overall: Is there a 0 star review?

We are a property management company and have been using the software for years now.
Lately we had to change our URL to align with our company name. First off, their support gave us a new url and confirmed that it was clear and good for us to use. After few weeks they had to change it because it was already used by a different company.

They didn't care on all works that we had to go through specially all the expenses that we spent with the marketing.

We've had several conversation for them if they can find a way since it wasn't our error but all they have to do was to give us BS. After promising that they will be reversing the charges that we spent on marketing, nothing has been refunded after our URL has been changed.

We've had several tickets submitted lately but none of them have been resolved. They kept on telling us that they will escalate the case and someone will call us back but none of them called but closed the ticket unresolved.

These guys are just after our money. Right now they are charging our tenants for $25 for convenience fee for online payments (Seriously) and yet your service is a big BS.

You guys really suck!!

Please improve your service to be easier for your customers.

Vendor Response

by AppFolio on August 16, 2018

Hi Jessi, thanks for reaching. We apologize for the error and we are trying to make it right. We understand that you've spoken at length with a manager on our Customer Success Team and we've offered to help with any expense occurred. Please provide the necessary information for us to move this forward. In regards to tenant online payments, there is a completely free ACH option that the tenants are able to use and the convenience fee is clearly stated if they are using a credit card. We recommend you explain this to your tenants or they can see it listed directly in their portal. We are glad we were able to speak with you today and we hope we will continue to partner together.

Great software that's easy to use

Feb 07, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Comments: I think it would be great to have the owner statement be a live feed and only do monthly statements when we close the month. This way owners will see whats happening live.

Pros: Its great to have a web based product. Ease of pulling reports and keeping track of tasks. Text messaging has been a blessing! It creates ease to communicate with our tenants who are commonly using their phones.

Cons: There are a few things that happen in accounting that require an extra step. For instance, any reversed or reapplied receipts do not change the management fee charged when posting fees so I have to manually audit.

Vendor Response

by AppFolio on February 14, 2018

Hi Patti, Great suggestions! We love getting product feedback and I have provided this to our Product Team. We're glad you've found success in managing tasks and communication within AppFolio. I have also passed your feedback regarding management fees to a Customer Success Manager, as the way you have detailed your process is actually how the feature should be behaving automatically. Someone should be reaching out to you to discuss further!

Best move we ever made!

Jan 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: We love this product so much, I wish they made a regular business accounting product, because I have so many friends that need a good program for their businesses, because they hate Quickbooks!

Pros: We had an old competitor's program for property management software, where we were required to buy a copy for each machine. And support was an extra fee. Not only do we save money on the program itself, but in time doing the actual account management. Everything from start to finish with a tenant, as well as the day to day accounting, is leaps and bounds ahead of the old program we were using.

Cons: Only down side is our tenants can't pay online since they are commercial instead of residential/multi-tenant.

Vendor Response

by AppFolio on February 07, 2018

Hi Deb, Thanks for sharing your awesome feedback! We are so glad to hear how much you love the product. You can actually have your commercial tenants pay rent online as well! Someone from our Customer Success Team will reach out to walk you through the steps to set up the process.

Terrible Customer Service, everything via email, difficult do reach them !!

Jul 17, 2017
2/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: Tenant Plataform. Easy to make repair request and pay rent. Owner contribution are also easy. Uploading invoices are easy too.

Cons: Every request must be through email. You don't have an phone number to reach them and ask question while you're working with the system and have some question. Sometimes an issue takes 16-20 business days to get resolved.
Also if you're not an Accountant expert don't even think about to work with this system, very difficult.
They keep saying that a mobile friendly but they don't have an app.

Overall: A tool for our tenants and landlord to make payments.

Vendor Response

by AppFolio on July 24, 2017

Dear Rob, thanks for sharing your feedback with us. AppFolio Property Manager, as with other property management solutions, does require accounting knowledge and typically our customers have accounting expertise for their business operations. If needed, we strongly urge our customers to invest in additional accounting knowledge in order to effectively use our accounting software. In addition, we do have an app available in both the apple and google play stores, our customers love using this app on the go! We understand that AppFolio wasn't the right fit for your business and we wish you all the best!

Appfolio has transformed how we manage property!

Jan 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Using appfolio is quick and easy. I am thankful for a product that goes with me wherever I need it to be.

Pros: I appreciate the flexibility of working from anywhere I choose. Not having to be "chained" to a desk certainly has changed the face of our business. Appfolio is always making changes to increase our productivity by taking things off of my plate (ie- reports that I no longer have to generate individually, auto responses, reminders, and the online portal just to name a few).

Cons: I would really like additional options in the letters and reports section. It has a large variety, however, there are some fields that I am not able to merge because they are specific to an owner or tenant. Also, I have been asking for several years for an Ad Hoc report. That would make my day! An upgrade to the owner portal for them to sign bids/proposals, sign new mgmt agreements would be great, too.

Can't imagine doing this job without it!

Jul 13, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Having been an Appfolio user for almost 3 years, I've noticed that customer service does not seem to be as responsive as I remember it being when I first started. One-on-one training on the phone really helped in those early days! That said, I have been able to resolve more and more of my problems with the help pages, which are fairly comprehensive.

Pros: Everything about running the business is in one place. I have been able to manage more properties as the business has grown!

Cons: Sometimes I miss having a ledger-based option for the bank account. I still use Quickbooks for that, and there is some duplication of effort there. There is a definite learning curve to the program--and I am still learning new things, but it is a powerful tool.

Vendor Response

by AppFolio on July 25, 2017

Hi Julie, thanks for your review - we appreciate your feedback. We are happy to see that the Help Center is becoming a valuable resource and that you feel you're able to learn and tackle new things within the product! We look forward to another 3 years!

Accounting program with property management on top

May 09, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: After the big learning curve, it gets easier. At first you feel like you need to be a CPA to figure it all out. Their customer service is great. They will walk you through every step. The downfall I'm finding is if a tenant overpays, that money can't be paid out to the owners. It just sits as a credit towards the next month. This can be a problem that never goes away if that credit isn't dealt with. I'm sure, after some time working with this, I will feel comfortable letting the program do the work as it is designed. I am still learning and want to be able to check everything.

Pros: This program does just about everything for you. You can get to the point where you enter the rent received and a few clicks later, you, the owner and all accounts are paid. The maintenance piece is wonderful both for tenants and for your maintenance team. The application, screening and lease writing is fantastic once you get it all set up.

Cons: Too much going on behind the scenes that is hard to confirm is happening. It is hard to find what I think should be simple information. If a property owes you money, it isn't as simple as typing in the address and pulling up that property. You have to run a report to see that information. Also, if you haven't completed all the processes of receiving the rent, making the deposit, paying management fees and paying owners, then the reports you pull won't have all the current information.

Vendor Response

by AppFolio on May 23, 2017

Dear Michelle, thank you for providing us this feedback! We know that getting up and running on a new system takes some adjustment and we're looking forward to working alongside you and your team as you find new efficiencies with AppFolio and gain momentum with the product!

Couldn't do my job without it

May 02, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Training is crucial to get the most out of this service. The service team will set up as many training calls as you need plus there are tons of videos but you have to get familiar with it so you can use it to its full capability.

Pros: Easy to navigate site and equally easy app on portable devices. The customer service team is always responsive and willing to help. The software is great for both apartment and HOA divisions. Management of HOAs is totally different than that of apartments and Appfolio is quickly making improvements to help the HOA managers get the most out of this product. Even streamlines collections!

Cons: This is a lot tougher because my negative is that it takes time and effort to learn all the ways that Appfolio can streamline communications with your Owners and Residents but once that time has been put in, the results are so worth it. Not really a negative.

Fantastic Customer Support

Jun 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: My experience with the AppFolio staff has been exceptional. They offer training and coaching, which amazing if your a first time AppFoilo user. The first time I requested information on how to encourage residents to make payments using their online portal, the customer representative reached out and was informative on the subject, she also provided flyers to post around the community complex. the representative offered a new perspective and great ideas that were very useful when implementing a brand new system to make monthly payments. The second time I requested help I received a response the same day from another representative, he followed up with me again to make sure that my questions were answered. Thank you AppFolio Team for making my experience fantastic. I would highly recommend AppFolio as a 1st Choice for Property Management Software.

Cons: I would like to have a designated space on the tenant profile to enter an assigned parking space (A combination of Numbers and Letters).

Property Managers delight

Apr 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Makes my life as a Property Manager much simpler. I can access online at any time from anywhere. Customer service when needed (very infrequently) is excellent. They continue to make changes monthly to make our lives that much easier.

Pros: Since using Appfolio (2011) it has allowed us to grow as we have so much more free time. A few strokes of a key and we have all our information at our fingertips..... Owners, Tenants, Vendors, work orders, Accounts and properties etc. Tenants pay and lodge work orders online, owners paid online!

Cons: Nothing - Biggest issue was getting started and submitting all the data, but we would have to do that with any new software and I understand they have made it easier.

Vendor Response

by AppFolio on May 03, 2017

Dear Karen, thanks for your review! We're so happy that you've chosen to work with AppFolio for the last 6 years - we can't wait to celebrate 6 more years of making your work in the property management world easier and more efficient!