Trulia, Inc.

Resolution has been determined and already communicated with customer.

Complaint: [redacted]I am rejecting this response because:
1- Trulia respond says -“we do not see any previous correspondence from this consumer” It’s expected that you don't see any complain for couple reasons: A- Customer Service/support has only one way to communicate which it is email, customer service never responded to the emails, I sent them few emails regarding this issue. They have a phone number but never answered it. Here the review [redacted] In order to catch this kind of bugs you will need to keep an eye and collect evidences for long period of time. Usually buyers check the crime rate map one time when they decide to have some information about a property. Usually they will not compare the information provided with the source information. Having this issue reported and raised will have people's attention and you'll start seeing some action about it soon.
2- Trulia respond says -“We receive all crime data from third party sources, [redacted] and [redacted], which are updated on our site periodically” A- 100% true that Trulia get crime data from third parties. Here is the issue, Trulia is not representing the data correctly. Both sources ([redacted] and [redacted]) does NOT have any faulty data in their end. The faulty data is occurred in Trulia crime map only. Based on the 3 attached screenshots, If we compare Trulia map incidents with [redacted] or [redacted] you will see there are incidents showing only on Trulia crime map, other sources [redacted] and [redacted] will not have those incidents. (Area marked as“X” in attached screenshots). B- The second serious issue is the color-Coded feature that reflect the crime rate by color. Trulia crime map provide this feature but there is an obvious problem there. By going back to Trulia map screenshot, you will notice that their map shows higher crime color code (Light green and yellow) for the area that has less incidents, however, the areas that has more incidents will mark it is safer! (darker green called it lowest crime area).
3- Trulia respond says -“Our crime maps are classified based on 1.5 years of data” Could you explain why area X marked as light green? Could you explain why Trulia map changed 4 times within 11 months? Thanks
Finally, This type of mistakes will provide misleading information that cause economic/emotional damage for both buyers and sellers. Crime rate information is playing now a very sensative major factor when it became to making a decision in buying properties. Sellers also will be affected by this issue and suffer from economic damage when you mark or color coded their area as higher rate crime area. You can’t Blame data sources since they not providing the faulty data (as you can see from the screenshots). Trust me I am software engineer for decades and worked/working for biggest companies in the world, having your developer's look at it again will not hurt it will save a lot of troubles in near future, start with comparing some case and let your QA’s look at it.
ThanksSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: No one from Trulia has contacted me. I have opened cases with the FTC and the Attorney General of the state of California. I have also contacted my credit...

card company to report these charges as fraudulent. I requested twice (once via phone, once via email) on 2/17/16 that my account be cancelled- I have the request number that they opened for me. Trulia continued to bill me for 14 months after that. 
I expect a full refund for anything that was billed to my credit card after 2/18/16. Trulia's response is unacceptable.
Sincerely,[redacted]

From: [redacted] [[redacted] Sent: Monday, June 19, 2017 6:19 AMTo: info <[redacted]>Subject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Complaint #[redacted]
 
I am contacting you regarding complaint # [redacted]. There was no agreement made between myself and the business. The last response from the business was: "This message originally read on 5/17/2017
Agent agreed to mutual resolution after terms and conditions were reviewed."
 
 I have no idea who the "Agent" agreed with on the mutual resolution. They did not EVER contact me, and I have not received the credit that they should legally have to provide me as I requested, both in writing and on a phone call, the closure of my account over a year before. I stand by my previous response:
Complaint: [redacted]I am rejecting this response because: No one from Trulia has contacted me. I have opened cases with the FTC and the Attorney General of the state of California. I have also contacted my credit card company to report these charges as fraudulent. I requested twice (once via phone, once via email) on 2/17/16 that my account be cancelled- I have the request number that they opened for me. Trulia continued to bill me for 14 months after that. 
I expect a full refund for anything that was billed to my credit card after 2/18/16. Trulia's response is unacceptable.
Sincerely,[redacted]

We received a consumer complaint from the homeowner of [redacted] on Tuesday, July 25th. The consumer requested for Trulia to correct the erroneous sale history price from our site's display. We informed the consumer that Trulia does not currently have the tools to edit...

information. The data we received from the home was gathered by a third-party data collector and only updates when discrepancies are identified in the next data collection cycle. Our third-party data collector gathers home history information from public records and places them into parcel numbers. There are cases when a home's parcel number is incorrectly assigned to another home during the third-party data collection process. 
 
Although Trulia has been acquired by [redacted], we are still working on the integration of our support teams and will continue to operate separately. Because of this, Trulia does not have the same tools as our parent company [redacted] to modify home sale history.

Although we keep 1.5 years of crime data, they are updated monthly which is why you see the map continually changing. We display the crime map using summaries like “high”, “low”, etc.; as colors on green-red spectrum; and as listings of individual crime.  The color spectrum not only considers the amount of crimes located in a given radius, but also the severity of the crime. This means it is possible for a certain radius block to have more crimes and be a lighter shade on the crime mapcompared to a different radius block that has less crimes that are more severe. The crime information on Trulia is always general, and is never specific.  It is only intended to show trends that tend to be true for a neighborhood.  It can beinaccurate or complete: we cannot compel local officials to share all crime information, or to do so in a timely way.  And many crimes are never reported to the authorities. There can be mismatches at any point with details of crime displayed on oursite vs. the source of where we are receiving the information from because the maps are cached for a month.

Initial Business Response /* (1000, 5, 2015/04/27) */
Terms and conditions have been reviewed with customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A one line response stating Trulia reviewed terms...

and conditions with me and no substantive response to any of the very specific and valid claims of misrepresentation of the expected performance for a $426/mo subscription by Trulia their sales rep is not acceptable. It is however typical of my experience with Trulia whereby they are incoherent to facts that do not fit their scripts to rebut legitimate customer complaints. Trulia business practices and customer no-service is among the most horrific experiences I have had with any company.
Final Business Response /* (4000, 9, 2015/05/06) */
Terms and conditions have been reviewed with customer.
Final Consumer Response /* (4200, 11, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Trulia's answer is unacceptable. Completely ignores the issues I raised and is just a broken record 'we reviewed terms...'nauseating and waste of time.
Trulia is in deep trouble now since losing ListHub contract which represented 65% of their online home buyers / sellers traffic. So it is not surprising that they won't cooperate and wont be around long, especially going around treating customers like I have been. What a nightmare customer experience.

Thank you for contacting us regarding this report of a potentially fraudulent rental listing on the site.  Trulia does not offer direct listing services, instead we receive data from other sites and host both “for sale” as well as “for rent” listings. 
After review, it appears this...

consumer created their rental listing on 5/28/16 through “Zillow Rental Manager”, the internal rental listing platform for all of Zillow Group.  Since then, we have no record of any updates made to the listing that would
suggest a different user or account took over the listing. There is no policy in place where we would assign an agent to a listing created by a property owner. The last time a professional agent claimed an active listing for this address before the
occurrence in question here was in January of 2015.  The data for the old listing has been considered “dead” on the site since that time and would not impact an active listing in any way.  
 
In order to view potential renter inquiries or change the listing information, the consumer would have to log into Zillow Rental Manager.  They would never be able to access this information through Trulia directly.  Any attempt to access rental
listings as a landlord/property manager will always redirect the user to ZRM.  At this time, every visible piece of contact information associated with this property lists the consumer Mr. Snook as the primary contact, and the timestamps associated
with the listings also match the activity logged through his account.  We have no reason to believe any fraudulent activity was committed here, nor do we find any evidence that duplicate listings, updated data, or any other alterations to the listing
information is or was present.
 
The consumer's attempt to contact the company regarding this was submitted through the listing's "flagging" feature.  Our customer support software currently has a feature which may close this particular type of ticket after a short period of time.
 It appears this occurred during both of the consumer's inquiries, which is why they were not addressed immediately after the consumer contacted us: The first request occurred on 6/1/16 at the end of the day, and the second attempt was made
on a Saturday.  As a result, these two tickets were unfortunately closed before they could be addressed.  If the consumer is still unable to access his rental listing through the Login to Zillow Rental Manager below, he is welcome to contact the ZRM
Help Center (also below). 
 
Login Page to Access Zillow Rental Manager - [redacted]
Zillow Rental Manager Help Center - [redacted]
Listing Currently on Zillow - [redacted]/
Listing Currently on Trulia - [redacted]

Complaint: [redacted]I am rejecting this response because:
When I initially advised Trulia regarding the false information, they told me the information was obtained from the county records and I should take up my issue with the county. I verified with the County Assessor that the information being displayed by Trulia has NEVER been reflected in the county records. I supplied to [redacted], Trulia's parent company, a document from the Assessor showing the correct information.Next, Trulia told me that they have a third party data collection agent that only updates their data periodically (they haven't defined what they mean by "periodically") and I would have to wait for the next update.Now they say that they do not have the ability to make manual updates to the data on their website.The longer this false data remains accessible to the public on their website, the more damage it is doing to my ability to sell this property. Trying to have me wait to meet their schedule for a general data update is unacceptable. First, because I don't know whether this will happen in 2 days or 8 months. Second, since the data that they are showing has NEVER been included in the county records, I cannot be certain that the correct data will be shown after the next update. Third, if I wait until the next update, what will Trulia do if the false data is not removed by that update?
Trulia's entire business is their website. I do not believe that they do not have the ability to make a manual correction to their data. I have asked them to either remove the false data or delete the entire property. To date, they have refused to do either.
Trulia is knowingly and deliberately posting false information that harms my property. This is clearly unethical.
 
 
 
 
 
 
 
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/05/06) */
The listing in question is a public record. We have removed the pictures from this record. Please allow up to 72 hours for the changes to take effect.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
The pictures of my home's interior have been removed and I am satisfied with the outcome. I would like to thank you Revdex.com for your help.

Initial Business Response /* (1000, 5, 2015/05/21) */
Photos from the public record listing have been removed. Please allow up to 72 hours for this change to fully be displayed on the website.

Went over terms and conditions with agent. Came to a mutual resolution for client .

The photos and old listing description have been removed from display as requested. Regarding the request to remove the home entirely from Trulia, we display property information on Trulia to provide consumers with transparent real estate information. We receive this information from public records...

gathered by a third party data collector from their county. Our mission is to empower consumers with real estate information to make smart decisions about homes, real estate and mortgages. For this reason, we do not remove public record property information from Trulia.

HI,
The issue with Trulia has not been resolved. I contacted my credit card company and they were able to issue a credit for 3 of the 14 months that I was billed. That means there are still 11 months outstanding ($330) after I requested cancellation of the account both by phone and in writing. Trulia has never contacted me to bring this issue to resolution, and it remains unresolved.
[redacted]

Initial Business Response /* (1000, 5, 2015/04/27) */
Not enough information provided to be able to assist customer. Please contact Trulia directly to discuss.

Complaint: [redacted]I am rejecting this response because:
I am the landlord that created the listing through Zillow. I cannot file a claim against Zillow. Revdex.com will only let me file a complaint against Trulia since the businesses have merged. I was able to access the Zillow listing created on 5/28/16 for a few days through my Zillow account. I am no longer able to access or make changes to the listing. If I try to make changes to the listing, I receive a message that it is listed through a real estate agent. I understand that Trulia or Zillow did not list my property through an agent, but there is clearly a glitch in the software that needs to be resolved. I have tried calling Zillow multiple times to talk to customer service. When I call outside of business hours I receive an automated message asking me to call back during business hours. When I call during business hours, I receive an automated message asking me to leave a voicemail. The automated message is followed by another message indicating that the voicemail box is full. Therefore, I do not accept your resolution that I need to contact Zillow if I cannot access my listing. The point of this complaint is that I cannot get ahold of anyone at Zillow, and I cannot access my rental listing. I flagged the listing as fraudulent to get the attention of Zillow since none of my previous actions lead to a resolution. 
Please let me know how I can have one of the following done:
1. Actually speak with a representative at Zillow to regain access to my listing
2. Have the listing removed
3. File a complaint through Revdex.com against Zillow rather than Truly
 
Thank you for you help.
 
 
 
Sincerely,[redacted]

We do not have records of [redacted] contacting our [redacted] office. As a general reference, [redacted] does not have a main consumer care line; however, consumers can reach our Industry Relations Consultant team at [redacted]; if the call pertains to [redacted], our Industry Relations Consultant team...

creates a ticket for the [redacted] team to call the consumer back. There are no records of contact with [redacted] in our system. We will attempt to reach out to the consumer via phone/email to get more information.