What do you dislike about AppFolio Property Manager?
I've been an AppFolio customer and use the software to manage our real estate properties. While the platform has useful features, my recent experience with customer support has been incredibly frustrating.
On October 22, 2026, I opened a support case involving bank-account assignments and reconciliation issues following an account correction performed with AppFolio's assistance.
I provided a detailed explanation, screenshots, transaction records, journal entry references, and everything needed to investigate the problem.
After several days, a support specialist finally identified the necessary corrections on October 28. Great! I thought we were finally making progress.
I immediately provided the requested authorization and subsequently supplied additional bank-account information.
But identifying a solution and actually implementing it are two very different things.
Despite repeated follow-ups, the corrections remained incomplete when I last checked. Communication has been sporadic, sometimes consisting of a single response in an entire day, followed by long periods of silence.
At one point, the specialist even acknowledged that my case had gotten lost in her inbox.
Meanwhile, our accounting conversion has been delayed beyond its deadline.
What makes this experience particularly frustrating is AppFolio's customer support accessibility:
Direct telephone support is restricted to customers on higher subscription tiers.
Email-based support requests are no longer accepted.
Customers on our plan are effectively dependent on the in-app support system, even when an urgent accounting issue remains unresolved.
I've tried multiple ways to escalate the situation and reach someone who can take ownership of the problem.
My biggest complaint isn't that the software encountered an issue. Software problems happen. It's the difficulty of getting someone to stay engaged and work with you until the problem is actually resolved.
A knowledgeable specialist who identifies the solution is valuable, but an unexecuted solution doesn't fix anything.
When businesses depend on accounting software for their daily operations, timely and accessible support shouldn't feel like a premium luxury.
I hope AppFolio management takes this feedback seriously and improves its support process, particularly for time-sensitive accounting problems.
My advice to prospective customers: Evaluate the customer support available with your subscription just as carefully as the software's features. Review collected by and hosted on G2.com.
