Don't use AppFolio Property Manager for property-management software!

The AppFolio Property Manager App is user friendly and easy to use. The receipt and recording of rents is apt as is the work order flow. When we signed up for AppFolio Property Manager we communicated to every point of contact from the sales agent to the implementation team, that our revenue model stems from marking up bills and services 10%. Everyone told us repeatedly that this was EASILY accomplished through AppFolio Property Manager. Once we spent thousands of dollars and hundreds of hours on implementation, we now realize that those representations were, in my opinion, false. In our old software, markups could be accomplished at the bill level (click a button for markup or discount and input the percentage). In my experience in AppFolio Property Manager, to mark up a bill or service, numerous steps are required. First you must create a work order where detailed information must be input (who creates a work order for a home-depot bill?); close the work order and then go to the work order page, select the work order and "create bill" from the work order; enter all the same detailed information plus additional information; mark up the bill and save; then go to payables, insert bank account and vendor to find the bill - then pay the bill. In my experience when entering 100 home-depot charges on the other software, we would go to vendor, select "mark up" and the percentage, then enter the 100 charges by property; save the bill and then pay it. This might take 20 minutes. In our experience in AppFolio Property Manager, for us to make our profit which enables us to stay in business and pay our AppFolio Property Manager fees, rent, payroll etc., we have to spend ALL DAY creating work orders for every separate home-depot charge and then hop through all of the other hoops and do it 99 other times. My entire office is so frustrated and we cannot focus on marketing, leasing, work orders or getting new business because we are spending all day jumping through all of these hoops to achieve our mark up. In our experience, we reach out to customer service again and again and are only answered by bots. The bots are no help so our issue escalates to a real person. The person is no help and escalates the issue. Ive been told 10 times that i will receive an emailed answer to my question - but no email has arrived and our issue remains unaddressed. In our experience, we are then pointed to "suggestion boards" where there is nothing but dissatisfied AppFolio Property Manager customers who are not receiving answers to their issues. To say that we have buyers remorse is an understatement

In our experience, customer support consists of submitting questions to a bot. When the bot can't answer the question it repeats your question back to you. When you ask for customer support, someone says they will email you with an answer. The answer never comes and then your question is closed out.
In my experience, customer service reps then direct you to go to the suggestion boards where you realize there are thousands of frustrated AppFolio Property Manager users who are receiving no help. On our particular hot-spot issue, other customers have submitted requests for help since 2015, but no help is forthcoming