About - AppFolio, Inc

Overall Feedback:

***Update*** Significant improvement the last 90 days. As a 5 year Appfolio customer I simply would no longer recommend. We have been utilizing the MCC call center 2 years for our tenants to call in maintenance requests or emergencies, the wait times have been horrific. Appfolio has made empty promise after empty promise on improving call hold times and creating an emergency option. Nothing has changed. 2 months ago they raised the prices 50%. I’ve talked to SEVERAL higher ups at Appfolio and have explained this to them. Last night we had a tenant with a busted pipe, they sat on hold 40 minutes as water poured in. How on any level is this acceptable. Now I will say the software is good, the call center which is a huge pain point for many is garbage, and that’s putting it kindly. The 1 star review is due to the fact after many, many conversations and countless feedback from hundreds if not thousands of clients about the poor call center, nothing has improved call times. I personally was told over a year ago they heard us and were fixing the issue. Then they come in and raise prices still no improvement. Appfolio when we are paying you over a thousand a month to take our calls, over $2,000 a month on software, clients shouldn’t hold longer than 3 minutes. If you are taking my customer maintenance and emergency calls, you represent me and my company. If someone holds 40 minutes and they are upset, do you get the negative review or do we? If our owner now has $5,000.00 in damages because a tenant held 40 minutes on a flood call vs holding 3 minutes and $500.00 in damages, who pays the extra damages, me, you or the owner? You represent us, our brands, our reputations, and your call center is not a help how you’re running it, it’s a liability in every way and today I’m canceling it. If you can’t provide full service on all of these features don’t offer them. We have put our trust in you for two years and you continually fail us. You have no skin in the game, it’s not your customers, liability or reputation at risk so why should you care if someone holds 40 minutes?