All Forum Posts by: Deirdre Lizio

@Greg Abel Ive been using AppFolio for about 2 years now (took over from an old school firm that did everything by paper and had minimal record keeping at best). Support has gone down substantially imo while costs have gone up. big issue for us was the announcement lady year that tenant ACH payments were going from free to $2.50/pop, or you can cover it for $1/unit but you have to do all doors and can’t pick and choose (despite there being a beta that they announced, told me I could join, then later told me I couldn’t join bc it was too late and blamed me for not asking sooner when I literally asked right away and followed up repeatedly). I can’t afford the $5/unit tier so maybe their support is better but our definitely sucks and definitely shows their internal teams are not on the same page, resulting in mixed messages constantly, sub par support and honestly a lot of gaslighting. 

I manage 210 units (mix of mostly multi fam, some mixed use/commercial and a handful of single fam). I personally do not use their maintenance features much bc they’re pretty clunky and honestly don’t make much sense unless you manage an in-house maintenance team. We vend out mostly Ave none of our vendors want to use the vendor portal to communicate—they have their own business management systems and don’t need to bother using a new one just for us. 

Im contemplating a move away bc i see the writing on the wall with AppFolio. Im growing my biz, but im never gonna be a mega 1000+ unit manager and i cant afford the higher tier list to get features i feel flood be more suited to my mud-size needs already. I have other thoughts, but that’s the quick explanation. Im weary of the work it takes to switch, but am looking and definitely considering it before we get in too deep. 

Hey Deirdre,

To address your questions:

1. Providing freedom by handling day-to-day operations.
2. Offering peace of mind through proactive maintenance and tenant communication.
3. Reducing risks by staying ahead of legal requirements, tenant screening, and dispute resolution.
4. Enhancing the bottom line by identifying cost-saving opportunities while ensuring tenant satisfaction to reduce turnover.
5. Is the experience still important when the property thrives financially?
   Absolutely. Even when financial goals are met, the experience shapes how owners and tenants perceive the property. For tenants, it’s about feeling valued and supported. For owners, it’s about knowing their investment is being managed with care and integrity. Thriving financially is one aspect; the human side keeps people engaged and loyal.
6. Do expectations vary by property type or asset class?
   Expectations absolutely vary. High-end properties might require a white-glove approach with customized services, while more modest properties may prioritize affordability and efficient communication. Regardless of the asset class, the common thread is clarity, consistency, and respect.

At Robin Hood Properties, we’ve learned that balancing profit with a deep commitment to customer satisfaction creates sustainable success for everyone involved. We’d love to collaborate further and share more ideas as you develop your vision. Let us know how we can continue the conversation!

Warm regards,
MP
Robin Hood Properties

The best to you in whatever you decide. 

Our property management company is 4 years old and nearly every lead we get is from referrals. Our owners spent $0 in marketing. Clearly if it isn't profitable it wouldn't be a good decision. Service matters. IMO what will make your company successful is the value you offer to your owners/clients & your tenants. Value in both tangible and intangible ways. Great communicate & handling maintenance well are musts. In our area 67% of tenants will move locally because of issues with maintenance - which are often issues with communication.  

Lastly, find your niche. Our company prides itself on being PM's of investors for investors. If interested, I could connect you with our owner. I am sure he would be more than happy to talk with you.