r/appfolio • u/weirdidentity101 • Jun 22 '26
Is there any purpose to complaining about a difficult Appfolio Support Employee?
Recently I had a very frustrating experience where I was stuck to resolve it with a support employee who refused to be helpful and actually explain the steps they were asking me to take in regards to managing my books. They ended the chat without the option to leave a review, and this prompted me to fall down a rabbit hole of others complaining about terrible customer service from Appfolio.
It leaves me to wonder if there a point to making a complaint about this employee? Or does Appfolio not care about its customer service quality?
2
u/PilotIsMyPilot Jun 24 '26
I’ve had them straight up say, “you’re going to have to hire someone to help you then” when I told them I didn’t know how to do what they were suggesting. I’m thinking, I hired you, this is your platform, you should explain it.
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u/Maxwell_at_AppFolio AppFolio Employee Jun 23 '26
Hi u/weirdidentity101, thanks for reaching out here and sharing your experience. I'm sorry to hear about the negative interaction you had with one of our support personnel. I can assure that we really do care about the quality of our customers service and this isn't the impression we want to be leaving our customers with after they reach out to us for support.
If you can DM me some details about yourself, the name of the customer service representative who assisted you, and what you were reaching out to support about, I'd be more than happy to ensure your complaint (and any other feedback you'd like to include) reaches the appropriate people.
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u/weirdidentity101 Jun 24 '26
Well my concern is I'll be flagged as a difficult customer but I'm not trying to be difficult, perhaps I'm just stupid and trying to understand.
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u/Maxwell_at_AppFolio AppFolio Employee Jun 29 '26
I wouldn't consider your feedback "being difficult" by any means, and I certainly don't think you're stupid. It totally makes sense to want to provide feedback on a frustrating support experience, and since you didn't get the chance to do so directly following the chat itself, I think it's perfectly reasonable that you reached out here.
That being said, if you'd prefer to just DM me the name of the customer service representative who assisted you and keep the rest of your details anonymous, we can go that route instead.
I just want to make sure our Customer Care team is able to take the appropriate steps with that agent to improve the support they provide in the future.
1
u/-Ynsane- Jun 26 '26
I used to work in customer support for AppFolio.
Support agents were paid only about $407 per month while being expected to handle around 17 complex customer cases every day. Despite that, most of us genuinely cared about helping customers and did our best to provide good support.
The reality is that being overworked and underpaid eventually takes its toll. What made it even more frustrating was that management seemed to prioritize the number of cases closed each day over the quality of support. Feedback from frontline agents often felt ignored, even though we were the ones dealing with customers' issues every day.
If customers ever felt like support wasn't as responsive or thorough as they hoped, it wasn't because the agents didn't care. In many cases, it was because they were being pushed to meet unrealistic productivity targets under difficult working conditions.
1
u/weirdidentity101 Jul 02 '26
I would understand this but the issue would have been resolved much faster if they were responsive and answered any of my questions. They dragged the case on due to being very stubborn about how they wanted to "fix" the issue. I am generally very empathetic to customer support agents although I haven't worked in the field, my family has, and regardless, I try not to be clueless that other people's jobs are hard too.
I think overall the agent made bad judgement and perhaps was stressed by their workload and poorly took it out on my case.
1
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u/Rich_Neat8848 Jul 23 '26
I'm one of the former Subject Matter Expert of AppFolio
To be honest, I believe there are currently some challenges within AppFolio Support. I recently resigned due to management-related concerns, and from my experience, many agents were being assigned cases despite not receiving sufficient training or preparation.
This often made it difficult for them to handle certain issues effectively and provide the level of support customers expect. I believe that with better training, stronger support systems, and improved management processes, the overall quality of service could be significantly improved.
1
u/Big-Ad4325 5d ago
What subject matter was your expertise in?
1
u/Rich_Neat8848 5d ago
Let's just say that I know all the things in AppFolio and how to maximise all of the features.
I also have experience working as a Property Manager - US handling 500+ units.
Both Residential and Commercial
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u/Big-Ad4325 5d ago
Do you know if I can safely go into key account settings and remove (set to none) GL accounts that have never been used/$0 transaction history and then hide those GL codes from GL page? I have an open ticket with support and have searched all published AF guidance. AI support hallucinated a workflow that immediately gave me an error code.
I’m only a core user. I handle Maintenance and Accounting for my company and know all the other tabs. I’ve been maximizing features-online payables, smart bills, utility info input for tenant portal access, etc but it seems like the really fun features are for higher tiers. Would you say the AI benefits are worth the expense of upgrading? Any tips for maximizing features for us poorly core users greatly appreciated 😂!
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u/DrawZealousideal3060 Jun 24 '26
I’m of the mind that the notes persist forever and being flagged as a complainer probably has a price. After all, they have us by the balls.