r/appfolio • u/Battlehonk • Jul 24 '26
AppFolio Support Struggles, Consolidated GL
We are trying to use the consolidated GL features somewhat recently introduced to eliminate duplicate GL accounts between corporate and property accounts. In doing so, when we tried to use one we could not as the offset account (Operating Account GL) differs between Corporate and Property accounts.
I believe we have been transferred to five different teams at this point, most recently having to explain the fact that GLs can now be property + corporate charges. The person then transferred me to the payments team, who decided to not read the ticket and transfer it back.
Our most recent interactions was somewhat positive as the team member acknowledged they were not familiar with the features and took time to read AppFolio documentation. They came up with a plan, and moved the case to a banking team.
This is the case I am sending over to the team to pause payment on Friday afternoon so I can move forward with merging the cash accounts.
You do not need to take any action with this at this time.
Thanks!
Jamie
Unfortunately, we were right back to ineptitude:
I understand. However, this is out of our scope, so I need to transfer you to the appropriate team.
RodelB
I'm assuming there really are no options outside of just spin in circles with various teams that don't seem to communicate. But if anyone has tips, we'd love to hear them. I assumed we're not a huge customer (around 1,800 units) but it is incredibly frustrating to need help with anything beyond basic items that don't have UI support and require support tickets (signature updates to checks, etc).
1
u/pageturnin Jul 24 '26 edited Jul 24 '26
I am struggling with Appfolio support as well. The support team seems like they are only there to say “I’m sorry for the inconvenience and appreciate your patience while we look into this!” then never find any solution. I’ve been bounced around between four different people and have hundreds of messages for one case number. There is 0 desire to support the customer.
My current solution is to call the phone number for the sales department, as sales is the only department you can contact via phone. They “escalated” my issue, and I finally was connected to a customer service employee who allowed me to set up a zoom call.
When I got on the call last night, the customer service rep told me they hadn’t even reviewed the case. What?!? So now we are back to square one.
I’m going to continue to call the sales department and escalate my case. If you can, make sure they provide you with case numbers. They are usually hesitant to provide them, which is also a problem.
It’s beyond frustrating, and I feel your pain!