Zillow Group, Inc.

In reviewing our records, a member of our Consumer Care Team responded to this individual's inquiry today.  To recap, we were able to cancel the outdated listing. The property is not actively listed at this time -- see attached. 
 
As a reminder, the properties that appear on our...

site are not posted or managed by Zillow directly. Rather, we are a media company provides a platform for other individuals to advertise listings for their homes.  We display property information on Zillow to provide consumers with transparent real estate information. We receive this information from public records gathered by a third-party data collector from each county and from user-provided submissions. Property data appears on Zillow regardless of if a home is actively listed for sale or not. Our mission is to empower consumers with information and tools to make smart decisions about homes, real estate, and mortgages. For this reason, we do not remove public record property information from Zillow.
 
If a home's facts are incorrect, we provide homeowners with tools to edit a number of facts that appear on a property page. By editing the home facts directly, a homeowner can ensure your home information is as up-to-date and accurate as possible but we do not remove entire pages or public record information from our database.
 
For more information, please review our Terms of Use and Privacy Policy.

The Zestimate is an estimate calculated using a proprietary computer-generated algorithm. We cannot manually change, edit, or remove individual Zestimates. The current Zestimate algorithm uses millions of data points when calculating an estimate on each individual home. Any differences in data...

between two properties could result in a different Zestimate calculation. Although Zillow strives to provide accurate home valuations, the Zestimate value is meant only to serve as a starting point in determining a home's value.
The  Zestimate is not intended to replace a comparative market analysis or an appraisal, as they can take into account market intricacies that the Zestimate cannot. Zillow makes this clear on each property page (screenshot attached) and our website ([redacted]/). We encourage buyers, sellers, and homeowners to supplement Zillow's information by doing other research such as getting a comparative market analysis (CMA) from a real estate agent; getting an appraisal from a professional appraiser; visiting the house (when possible).
We understand that some homes may be unique in ways that are not well captured by existing data and our current Zestimate model. To provide more information on a home, we encourage homeowners to include their estimated value by providing an owner's estimate in the Zestimate Details section of the property page. This provides the opportunity to explain what you feel your home is worth given its unique features.
While we monitor customer feedback for system-wide issues with the algorithm, we cannot change or remove individual Zestimates in response to customer feedback. Reports of possible issues with Zestimates are recorded to help with efforts to improve the Zestimate algorithm as a whole in the future. For more information on the Zestimate, we encourage all of our users to visit this link: [redacted]/.

The services Zillow provides to our consumers are 100% free of charge. Based off the information provided, these charges did not originate from any such service affiliated with Zillow. However, we are more than happy to investigate this issue further, but must request more information. If this...

individual can please provide us with a screenshot or documentation of the bank statement (displaying the name of the business charging you, the date, and dollar amount), that would be most helpful. Please note that we do not need to see any other related bank information, as your privacy is important to us.

In reviewing our records, we have communicated previously with this individual regarding the Zestimate and there is no new information to provide at this time. We do not manually change or remove individual Zestimates. To recap, the Zestimate is an estimate calculated by a proprietary...

computer-­generated algorithm using the data available for each home. The algorithm uses public record and user-submitted data, taking into account items such as home facts, price history, and tax history. Although Zillow strives to provide accurate home valuations, the Zestimate is only an estimate. It is not an appraisal and we make this clear on each property page and our website (http://www.zillow.com/zestimate/).   The amount of data we have for the house also affects the Zestimate accuracy. If home facts are incorrect or missing, a homeowner can update the facts which may affect the Zestimate. If the changes are not significant enough to impact the home's estimated value, the Zestimate may not change.People ultimately have more fundamental reasons that drive what they choose to buy or not buy. Our data shows that half of all sales are generally above the Zestimate.  Zillow encourages buyers, sellers, and homeowners to supplement Zillow's information by doing other research such as getting a comparative market analysis (CMA) from a real estate agent; getting an appraisal from a professional appraiser; visiting the house (when applicable). While we monitor customer feedback for system-wide issues with the algorithm, we cannot change or remove individual Zestimates in response to customer feedback. This individual's feedback has already been shared with our team and it will be used to help improve the Zestimate algorithm as a whole in the future.For more information on the Zestimate, we encourage all of our users to visit this link: http://www.zillow.com/zestimate/.

This homeowner contacted us for the first time on Saturday, July 11th while our offices were closed for the weekend. We have not had an opportunity to reach out to them regarding this issue yet. Regarding the Zestimate, this is an estimate derived from a proprietary computer-generated algorithm....

Some of the data included in this algorithm include physical attributes, tax assessments, and prior and current transactions. The Zestimate is simply an estimate using the information available to us for a property. Please know that we do not intend for the Zestimate to replace a comparative market analysis or an appraisal, as they can take into account market intricacies that the Zestimate cannot. The Zestimate is really meant to be a starting point in determining a home’s value. We cannot manually edit or remove the Zestimate from a property page.In looking at this property page, the home is shown on an user-created property page on Zillow: [redacted]A user-created property page appears on Zillow as a result of listing data, meaning we only have the property on our site because it was posted for sale or for rent at some point in time. This is in contrast to public property pages, which are listed on Zillow as a result of public record data. These public record pages contain tax assessed values and prior transactions, which in turn provides a more data and a more accurate Zestimate. Public record property pages are on Zillow regardless of whether or not a listing was posted for that property.Since we do not have public record data available to us for this home, the Zestimate may be less accurate. In the meantime, the homeowner has the ability to post an Owner Estimate on the property page on Zillow, indicating their support for a different valuation. Providing an owner estimate allows the homeowner to explain how they arrived at their estimate (updates that they've made, professional appraisal, neighborhood amenities). Additionally, the homeowner can edit the home facts that appear on the property page. Please note that to get a federally guaranteed loan, a law called FIRREA (the Federal Institutions Reform, Recovery and Enforcement Act) requires an appraisal from a professional appraiser. The Zestimate is not a professional appraisal, it is an estimate. Without limitation, lending professionals and institutions are prohibited from using the Zestimate in place of a professional appraisal when making any loan-related decisions. The Zestimate is our estimate of fair market value, a starting point for home buyers and sellers and anyone just plain interested in the value of houses. It can be used in judging market trends, and in calculating all sorts of things for personal purposes. To learn more about the Zestimate, we encourage our users to follow this link: http://www.zillow.com/zestimate/.

Complaint: [redacted]
I am rejecting this response because:  In reading reviews about what "refrigeration" cooling means on zillow listings, it appears to refer to evaporative cooling.   The house has an air conditioning unit on it.   There is one thermometer mounted on the wall.   When the temperature is set, the cooling is vented to ALL roomsin the house.   It is not evaporative / swamp cooling.   Based on the options listed, it is central cooling, central air conditioning and I would appreciate the listing showing that it is not cooled in any way by evaporative cooling and is in fact cooled by central air conditioning (A/C).  
Sincerely,
[redacted]

In checking our database, we do not have any record of this individual contacting us regarding this request. We display property information on Zillow to provide consumers with transparent real estate information. We receive this information from public records gathered by a third-party data...

collector from your county and past listings posted for the property. Our mission is to empower consumers with information and tools to make smart decisions about homes, real estate and mortgages. We provide homeowners the opportunity to update their home facts and photos if they wish to customize information that appears on the property page on Zillow. However, we do not remove entire property pages or public record data from our website. For more information, please refer to our Terms of Use: http://www.zillow.com/corp/Terms.htm.

After searching both Zillow and Trulia, we were unable to find an active for sale or for rent listing for the home in question. The property pages that appears are inactive property pages with an "off market" or "public record" status. This means the home is not listed for sale or for rent on our...

websites.Property data appears on our websites regardless of if a home is actively listed for sale or not. We display property information to provide consumers with transparent real estate information. We receive this information from public records for each county and from user-provided submissions. Our mission is to empower consumers with information and tools to make smart decisions about homes, real estate, and mortgages.
We provide homeowners with tools to edit a number of facts that appear on a property page. By editing the home facts directly, a homeowner can ensure the home's information is as up-to-date and accurate as possible. However, we do not remove entire property pages or public record information from our database.
For more information on our policies, please refer to our Terms of Use ([redacted]).

We display property information on Zillow to provide consumers with transparent real estate information. We receive this information from public records gathered by a third-party data collector from each county and user-provided submissions. Property pages appear on Zillow regardless of if a home is...

actively listed for sale on our site or not. Our mission is to empower consumers with information and tools to make smart decisions about homes, real estate, and mortgages. We do not remove entire property pages or public record information from our database.At this time, Zillow has not received a For Sale listing from a real estate agent indicating that this property is for sale, which is why it appears as "off market." If this home is actively listed for sale and the agent experiences technical difficulties posting the For Sale listing to the property page, they can contact l[redacted] and one of our technical account managers will be able to assist.

Complaint: [redacted]
I am rejecting this response because:In my complaint I stated that I did not want to hear about Zillow's faulty "algorithm", so I am offended that they responded with that again.  I do not want to hear about "other properties" because this does not help ME or other consumers. The consumer is hurt by this company.  Sellers' hands are tied, buyers are misled.  Zillow does not own my listing, I did not hire them as an agent, I should not be FORCED to list my property on their website.  The "zestimate" is an unnecessary gimmick, it is useless, incorrect and makes no sense, and should be removed from their website immediately because THEY ARE NOT A LICENSED APPRAISER.  In this day and age, with the technology that is available, YES ZILLOW CAN REMOVE MY LISTING FROM THEIR DATABASE AND WEBSITE, that is what I expect them to do for me.  
Sincerely,
[redacted]

This individual is currently corresponding with a member of our Consumer Care Team regarding this issue. To recap, Zillow's site is currently setup to search based off city boundary lines provided by public records, not USPS mailing addresses. The search results on Zillow are tied to city boundary...

lines we receive.
If the icon for a home falls within the boundary lines we received for a city, it appears in those search results. If the icon for home falls outside the city boundary lines we received, it will not appear in results specified for that city but may appear in other searches.
When searching by Fountain, FL, the icon for this home falls outside of the city boundary lines Zillow has received for Fountain, which is why it is not appearing in those search results. Unfortunately, we cannot manually change the search results or the city's boundary lines on Zillow. If the icon for a home physically falls outside of the city boundary lines, it can still be found on Zillow the following ways:
1. Searching by complete property address.
2. Searching the zip code (32438).
3. Searching the city (Fountain, FL) and clicking on the map to see all listings. This shows all the homes in the area - both inside and outside the city boundaries.
4. Browsing the map in this general area.
If the city boundaries are extended in the future by the city or county, the search results on Zillow will be automatically updated accordingly. No further action can be taken at this time.

This individual is currently working with one of our Consumer Care team members regarding this issue. In our last correspondence, we let them know that our developers and managers were actively working on a resolution. After further investigation, we were able to block all user accounts from making...

any changes or claiming this home except for this individual's Zillow account and the listing agent's Zillow account. These are the only two individuals who are authorized to make changes moving forward.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and while they did not accurately report the number of messages we have sent in 2016 attempting to get help from them over the past few weeks, we do find that this resolution is satisfactory. Sincerely, [redacted]

To Whom It May Concern:
I would like to reiterate that [redacted] has a past due balance of $181.00. Once she pays the $181.00 past due balance, we will cancel her $151.00/month subscription. The $30.00/month subscription was just added last month, so she will have to continue paying the $30.00/ month until the end of her six month contract.

As mentioned previously, this individual's agent needs to send the listing to Zillow.  Zillow does not have access to this real estate agent's listing feed to prompt syndication to our site. This step needs to be completed by the agent directly. Unfortunately, there is no further action we can take at this time.

We attempted to call the agent's number on the listings [redacted] to see what number was being given out.  The following message plays, "Thank you for calling Golden Tower Realty. Please leave a message after the beep or you can call Katherine at [redacted]
We can only control the information that appears on Zillow. The number on the listings is correct so unfortunately there is no further action we can take. We've reached out to the agent directly as well to help try and clear up the miscommunication. As we mentioned before, these agents do not work for Zillow and we cannot control We have exhausted all of the options at this point.

Complaint: [redacted]the address is [redacted] 60651. right now dwell chicago is running their ad so I don't lose anymore applicants. Sincerely,[redacted]

Terms and Conditions have been reviewed with client. No active product at this time.

In reviewing our records, we've already previously communicated at length with this individual and there is no new information to provide or action we can take at this time. To recap, the Zestimate is an estimate produced by a computer-generated algorithm using public and user-submitted data...

available for each individual home. We recently launched an update to the Zestimate algorithm and as a result, some Zestimates increased immediately while some decreased nationwide. The change is a direct result of this algorithm update.  People ultimately have more fundamental reasons that drive what they choose to buy or not buy. Our data shows that half of all sales are generally above the Zestimate. Although Zillow strives to provide accurate home valuations, the Zestimate value is meant only to serve as a starting point in determining a home's value. The Zestimate is not an appraisal - it is an estimate. We make this clear on each property page and our website (http://www.zillow.com/zestimate/).   Zillow encourages buyers, sellers, and homeowners to supplement Zillow's information by doing other research such as getting a comparative market analysis (CMA) from a real estate agent; getting an appraisal from a professional appraiser; visiting the house (when possible). While we monitor customer feedback for system-wide issues with the algorithm, we cannot manually change or remove individual Zestimates in response to customer feedback. This feedback has already been recorded and it will be used to help improve the Zestimate algorithm as a whole in the future. Beyond this, there is no further action or information we can provide at this time.To learn more about the Zestimate, please visit this link: http://www.zillow.com/zestimate/.

Complaint: [redacted]I am rejecting this response because:
I have NOT received any documentation verifying that I agreed to a co-marketing plan in 2016 and to charge my credit card NOR have I EVER spoken with Adam W[redacted], this the first time I have been provided this name. I have NEVER spoken to Adam S[redacted] either, we have only communicated via email. To say I have verbally spoken with both Adam W[redacted] and Adam S[redacted] is COMPLETELY FALSE!!
I have spoken to Matt K[redacted] with Zillow, who was the only person that has the slightest bit helpful.
I have left 3 voice mail messages at Zillow office in Washington in the Financial Dept. and HAVE NEVER RECEIVED A PHONE CALL BACK.
Please forward the documentation that you said has been provided to me ASAP, so I may review it.Sincerely,[redacted]