Zillow Group, Inc.

Thank you for email. I wanted to confirm that [redacted] did only sign up for a 6 month contract end date is 5/5/2016. If he would like to cancel his contract before the end date please have him reach out to this sales manager or business consultant below. Let me know know if you have additional questions.
 
CHRIS C[redacted]
Business Consultant
[redacted]@zillow.com
[redacted]
 
MATT M[redacted]
Inside Sales Manager
[redacted]@zillow.com
[redacted]

Thank you for contacting us. We are unable to locate a profile associated with the name and email address provided. If you can provide us with a link to the actual profile on Zillow, we'd be happy to investigate this further and close the profile.

Complaint: [redacted]
I am rejecting this response because: (1) I have asked Zillow to update several inaccuracies in its listing of my property which might impact the way it values the property, which it refused to do by informing me my only recourse was to contact its legal department with complaints (specifically, Zillow does not list the most recent sale date or price, when we bought the property, and instead inaccurately lists several price changes and sales activity on the other unit in my 2-unit condo); (2) the "new algorithm" resulted in a 30% decrease in estimated value over a 1-day period, inconsistent with the other nearby homes' Zestimates AND with Zillow's own market assessment. Specifically, it reduced the value of our home from approximately $761,000 to $535,000 despite the fact that the property was purchased for $585,000 one year ago, and Zillow reports that our specific neighborhood has increased 12.6% over the past year, and that our home should be valued 5% above the median home price in the neighborhood, which it has listed at $574,000. Zillow did repeatedly inform me that it has a new algorithm which may result in changes to its Zestimate. My concern is that the new valuation it has provided is inconsistent with all of the other information that Zillow itself provides about the neighborhood and property, and that Zillow has refused to correct inaccuracies in the property information upon my request. The fact of the matter is that realtors and home shopper utilize Zillow as a respected source of reliable information about home values, and its severe and absurdly unjustified de-valuation of our home may materially harm us if we decide to sell our property. Finally, I am grossly dissatisfied with the Customer Service response attached here. As you can see, when I asked for a specific explanation for the inconsistencies in Zillow's own valuations, and asked how to update the inaccuracies on the property listing that I am unable to edit as the owner, I was immediately and only referred to the legal department, and no attempt whatsoever was made to respond to my questions or resolve my concerns. 
Sincerely,
[redacted]

To Whom It May Concern:
If [redacted] would like to discuss their advertising and refunds with their [redacted]' manager, she can be contacted at [redacted] or [redacted].

Complaint: [redacted]
I am rejecting this response because: Zillow is a widely used tool by prospective buyers, and defaulting to an over simplified algorithm is not acceptable. Add more factors to your algorithm. Clearly a home that's waterfront versus non waterfront homes are not comparable. I want a corrective action plan that addresses the inadequacy in the estimate.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: The "past due" balance is for the month in which I resigned from their services. After five months of no results, I cancelled. I'd like a refund immediately. The sales people have my number and have made no attempt to contact me...Sincerely,[redacted]

Zillow receives address and city limit boundary line information from public record data. 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 Cloquet, MN, the icon for this home falls outside of the city limit boundary lines Zillow has received for Cloquet, which is why it is not appearing in those search results. We have verified the city limits on Zillow for Cloquet, MN match the city limits provided by the city's website: [redacted]}. 
If the icon for a home falls outside city limits, it can still be found on Zillow the following ways:1. Searching by complete property address.2. Searching the zip code (55720). 3. Searching the city Cloquet, MN and clicking on the map to see all listings. This shows all the homes in the area - both inside and outside the city limits. 4. Browsing the map in this general area.Unfortunately, we cannot manually change the city's boundary lines on Zillow since they are not incorrect. This property listing can still be found using the search methods mentioned above.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I have a witness that the agent Ryan from Zillow Marketplace told us and guaranteed us 15 leads per month. My broker was sitting at the conference call with me.Nobody answered my calls between June and September.More people coming out now about the Zillow Marketplace Lead fraud. I have already 5 agent they had the same problem. So, I am not the only one.If you need a letter from my broker to verify that he was on the same call when the agent promised as 15 leads per month he is more than willing to do that.
Sincerely,
[redacted]

We recently implemented a new verification process for manually posted listings on our site to help improve listing quality. Once a listing is submitted, it can take some time for our Listing Verification Team to review and approve the listing. There has been some delays with this new system site...

wide and have been working to get listings reviewed and posted as quickly as possible.  We were able to successfully post this For Sale By Owner listing:[redacted]  The home now appears actively For Sale By Owner on Zillow. If this individual needs assistance in the future, we encourage them to contact our Consumer Care Team via our Help Center at www.zillow.com/help.

As mentioned previously, we were recently alerted to a bug that was causing some home descriptions to revert to a previous user-provided description. This issue has been reported to our developers and we are actively working on a resolution to prevent this from happening in the future. Unfortunately, it does take time to investigate, troubleshoot, and create a fix for a bug so we cannot provide the immediate action this individual is requesting. The response sent from our Consumer Care Team is accurate and we have kept the request open in our database so we can follow up directly with this individual once the bug has been fixed. In the interim as a work-around, we have manually removed the user-provided description in question. The information that appears on the property page only shows basic information from public records (see attached).

I have researched [redacted] [redacted] account and created a billing case regarding her refund request of $42.01 The billing department will reach out to her in 5-7 business days regarding her request. Please let me know if you have additional questions.

Zillow receives pre-foreclosure and foreclosure data from a third-party that aggregates public records data. On occasion, this information can get misreported to us which looks to be the case here. The foreclosure status and the foreclosure transaction have been removed and the update is...

effective immediately. You can verify the changes at the following link:[redacted] Thank you for bringing this to our attention and allowing us the opportunity to correct it. We apologize for any inconvenience.

I’ve had the opportunity to speak with both the sales rep and the sales manager involving this dispute. I’ve included a receipt of this agent’s payments to Zillow. Her initial purchase on 11/18/14 was for six months paid in full through the end of her initial term on 5/17/15. The $1,425.60 payment represented six months at $237.60/month. She purchased an additional zip code on 2/5/15 with a six month term at an additional $455.61/month. The term for this second purchase ended 8/4/2015, but the purchase needed to be billed as paid in full through the end of the original purchases’ term end date: wecharged $1,525.41 for this purchase through 5/17/15.On 5/22/15, after the agent’s initial paid in full term ended and we began billing on an arrears-based monthly payment method, as indicated on both contracts she signed “This Ad Order will continue on a month-to-month basis after the initial term, until the Advertiser terminates as described in the Zillow Premier Agent and Listing Ads Terms of Use. Note  purchases that are paid in full are not refundable.”We collected a one-month deposit for $693.21. She was cancelled four days later on 5/26/15, and a credit of $242.50 was issued back to the agent for the undelivered ad impressions for that billing cycle. We withheld $450.71 for the impressions served between 5/18 and 5/26.I’ve included both of the Docusigned contract orders that the agent agreed to and signed for her purchases. Section 3.c. outlines how she could have canceled her advertising.The post-cancel survey that this agent submitted says that she got a new charge on her credit card that she did not authorize, and I wanted to address this and the timeline for that. I’m assuming that she’s referring to the deposit of $693.21 from 5/22/15. This was addressed in the month-5 survey sent to Ana on 4/17/15 (see attached recreation of that email). The bottom of the email clearly says “Also note your Premier Agent Program will automatically go month to month after the original contract is complete (your contract is either 6 months or 12 months).” Resolution: This agent’s contract has been cancelled effective 5/26/15 and will not receive any further charges from Zillow. Per the Terms of Use listed in each contract (Section 3.a.), all ad purchases are non-refundable. She has already disputed the charge with her card company and was issued a chargeback for the transaction from 02/05/15 for $1525.41.  No additional refunds will be issued.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

As previously explained, the current configuration of our database does not allow us to manually add sales data. The sales data is sent to Zillow automatically and periodically from a third-party data provider. Our agreement with this third party is subject to confidentiality provisions that prevent us from disclosing the source of the data provider. At this time, Zillow does not manually retrieve sales data for each home on our site and we do not have functionality to manually add it to our database. When the sale is reported through our current data upload process, it will appear on the site. We apologize for any frustration with this answer but there is no further action we can take regarding this request.

Complaint: [redacted]I am rejecting this response because: 
   Zillow is simply abandoning all responsibility for their product.  They have have apparently refused to consider that my complain is valid and no not appear to have even looked into the problem. 
   The point that I have repeatedly (and accurately) made is that my condo is identical in every respect to a unit that is 6 floors lower in the same building and yet the Zestimate has determined mine to have a value of less than one half of the comparable unit.  The street address, floor plan, room layout and sizes, square footage in the city tax records, etc. are identical, so the discrepancy in Zestimate (estimated value), indicates either a flaw in their algorithm, a flaw in their data source, internal or external hacking, or some other problem that they are unable or simply unwilling to correct.
   Zillow has demonstrated a disappointing lack of business ethics.Sincerely,[redacted]

To Whom It May Concern:
If [redacted] would like to discuss the quality of his leads he would need to contact Debra M[redacted], the sales manager, who can better assist him. Her contact information is below.
[redacted]@zillow.com
[redacted]

Complaint: [redacted]
I am rejecting this response because the information provided by Zillow are not factual or have any clear merit with regard to my concerns and complaint process and here is why.  Zillow wrote that they previously had contact with me and this it true however this is where the facts end with regard to their correspondence, and falicy begins and here is why.  Zillow's Zestimator or Zestimate, is falsely being taken by the general public as fact and so when Zillow's Zestimator indicates a property is worth a certain amount of money, most consumers believe that this is true. Most home buyers are inexperienced with home values and relay on websites such as Zillow for guidance; other people  may be buying a home for the first time and not understand the Zestimator pulls numbers out of thin air; and then other people may be  looking for bargains, who knows but either way MOST consumers take what Zillow says as the gospel, and believe these numbers are true.  The other issue with the Zestimator, other than my property value dropping overnight $400,000.00, there is NOT a disclaimer close enough to the numbers that Zillow has provided, to let consumers know clearly that these are just that, numbers pulled out of a hat basically. I was told about 10 years ago when this same thing happened to our home in Oregon,  that the Zestimator was worthless in certain areas of the country, and terrible in rural areas suck as Estacada Clackamas County where homes are so far apart and there can be a farm, next door to a small home, and that it would be impossible to get an accurate read. So ten years ago they had someone go out of their way, and actually look at the facts of our home, and they agreed that the size of our home and land were well worth the price we were asking.  So now Zillow is doing the same exact thing on a property that is almost exactly like the one we owned in Oregon where the accuracy of the Zillow Zestimator is completely wrong, even from an objective point of view. Zillow telling people they can't change anything is a lie they can change the value if they so chose to do so since they did it once before and they also told me a few days ago that Kittitas County is rated a 1 out of a 5, with 1 being the worst, for accuracy in rating homes. Anna the gal I spoke to herself admitted that when an area gets a 1 rating out of a 5, that it is almost a sure thing the estimate is wrong, but that she could not do anything about this.   To recap, the Zestimate is an estimate produced by a computer that is rated a 1 out of a 5 in rural area where my home is and Zillow admitted usually get prices wrong especially in Kittitas County where home values vary so much, and that there is no clearly written information directly next to the Zestimator indicating their numbers are factitious and pulled out of a hat basically. Losing $400,000 because a computer company has chosen, chosen to devalue my home overnight for $400,000 is not an option. I have put my life savings into this home and I know my real estate numbers and this 7000 s.f. home, on 8.5 acres of territorial views, which I put $350,000 into (because we thought we would retire here) and owned for 20 years now is worth every bit of the $1,000,000 we are asking.  
Sincerely,
[redacted]

Regarding this complaint, our developers were able to successfully fix the bug that was preventing the removal of this listing transaction. The erroneous listing transaction from 06/15/2016 has been remove from this property page. The change can be viewed in the price history section of the property page ([redacted]) or in the attached screenshot.

Complaint: [redacted]
I am rejecting this response because: I have spoken in length to my supposedly new rep. and her manager. After talking for some time, my new rep actually does not even understand how zillow once worked. With the new system they put in place in Oct or Nov., without properly notifying advertisers like myself, my advertisement now shows something like 6.3 or 6.6% of the time and this is based on 300%!!!! Utterly unacceptable!!!! Prior to zillow talking me into advertising as a new realtor, my impressions were based on 4000 impressions!!!  This difference is unacceptable and just plain UNFAIR!!! And actually, no I my leads did not turn into sales.  The reps actually agree with me about the new advertising and tried to talk me into moving my $330.00 to Hammonton, another town I advertise in.  When I asked how they set the price of $330.00 for 6.3/6.6% they told me the person sitting in the top slot - in this case [redacted], sets the price.  So now I am advertising with a company that is running a monopoly!!! I want my money back due to fraudulently trying to get realtors to advertise!!!
Sincerely,
[redacted]

To Whom It May Concern:There are several records showing Peter C[redacted] attempting to get into contact with [redacted]. Additionally, [redacted] agreed to our terms and conditions when he signed up for advertising. I've included a link to those below. Because he agreed to these terms, we will not be issuing a...

refund.http://www.zillow.com/corp/SATerms.htm