Zillow Group, Inc.

Complaint: [redacted]
I am rejecting this response because: If my house had never been listed there by someone other than me it wouldn't have bad pictures and pictures matter. I know that for a fact since when I was looking at homes if the pictures were blurry, etc. I just rejected the listing. Plus they are pulling the value of our home down every time they send it out. I want it OFF their list permanently.  I have contacted them numerous times and they just ignore me.
Sincerely,
[redacted]

While Zillow does offer advertising options for agents on our site, we do not require that users pay money in order to receive assistance. We strive to reply to user inquires as quickly as possibly and we apologize that we weren't able to get in contact with this listing agent sooner. Our Agent Care Team received an email from the agent on Thursday 6/22/17 regarding this issue and our team replied to the agent on Saturday 6/24/17 to address their concerns (Ticket [redacted]).  Regarding the stats on the property page, the data shown on the Public View and the Owner View measure different things. The "views" track the number of times a property page was visited. Regarding the "saves," buyers can choose to save and unsave a home at any time. Currently, the Owner's Dashboard graph tracks new interest (new saves/views) in the listing rather than a net result of users who saved and unsaved the listing where the Public View displays the net result. We apologize if this cause confusion and have share this with our product team to help improve clarity around these stats moving forward. With regards to the desired resolution for this complaint, there is no further action we can take as we have replied to the agent to assist them in updating the listing and corrected the listing to show the real estate agent's information. If this individual's agent needs further assistance, we encourage them to reply directly to our Agent Care support team through the email we sent them (Ticket [redacted]).

Zillow receives foreclosure and pre-foreclosure information from a third-party that aggregates public records data.  Our agreement with this third party is subject to confidentiality provisions that prevent us from disclosing the source of the data provider. On occasion, this information can...

get misreported to us which looks to be the case here. The foreclosure status has been removed from our site and the update is effective immediately. You can view the change here: https://www.zillow.com/[redacted]_zpid/.  This property is no longer actively listed on our site. Regarding Trulia.com, although Trulia has been acquired by the Zillow Group, both websites continue to operate separately from one another. Unfortunately, Zillow.com does not have access to edit information that appears on Trulia.com's website. However, we have submitted a request with the Trulia Consumer Care team on behalf of this individual. The foreclosure information should be removed from Trulia's website within 24 hours. For additional assistance with Trulia's website, we encourage this individual to contact them directly via the Help Center at www.trulia.com/help. Please keep in mind that basic property data appears on Zillow regardless of if a home is actively listed for sale or not. 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.  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.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 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.

To whom it may concern,
[redacted] has signed up for a six month contract not a 12 month contract with Zillow Group, which ends on 5/5/16. In his account notes it shows that he has spoken twice to his account manager Chris C[redacted] in the last week regarding his contract and account. If he has...

further questions regarding his account I have added his account managers information below. Please let me know if he has additional questions.
 
Chris C[redacted]
[redacted]@zillow.com
[redacted]

Currently, Zillow does not have a call center number but primarily communicates with users through our Help Center (http://www.zillow.com/help/) by email. An individual can submit a request through the Help Center or email us directly at [email protected]. Upon receipt of a new request, a...

member of our team follow-ups with the individual as soon as possible. If this individual wishes to speak over the phone rather than by email, we ask that they provide a bit more information as to their specific issue and we can have the appropriate team follow up with them directly.

To Whom It May Concern, 
I have requested a refund for this agent, in the amount of $224.95, and will call them directly to address any further concerns. An automated refund of $56.10 was already sent to the agent, upon cancellation. 
Thank you,

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. Sincerely, [redacted]

Zillow has property data for more than 110 million homes with Zestimates calculated for roughly 100 million of those properties. However, we don't have Zestimates for every home. Property pages may be missing Zestimates if there is not enough quantifiable data for the Zestimate algorithm to compute...

a fair estimate. This is often caused by incomplete data or simply a lack of enough nearby comparable homes/sales. In this event, the tax assessed value will be shown instead of the Zestimate. A Zestimate may populate on this page in the future once we receive more data for this area. The last tax assessment data we received from this county was in 2014. However, after verifying with the county directly, we were able to manually add the 2017 tax assessment data to this property page. Please keep in mind that the Zestimate is a free feature on our site and is only intended to be used as a starting point in determining a true value for a home. It is not an appraisal or a tax assessment. If this individual would like an appraisal, we suggest contacting a local appraiser to perform this service.  Beyond this, there is no further action we can take at this time.

Complaint: [redacted]I am rejecting this response because: omission is a lie. While they offer you half truth that is of itself a lie. My listing was removed yesterday with the help of another agency. Even with that they posted a three year old listing. They addressed NOTHING and prefer to lie to get rheir A forctesponding to tpu. A sad laugh!Sincerely,[redacted]

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.
Actually, after the Revdex.com complaint and multiple attempts at contact  a Zillow representative contacted me by email and the false information was promptly removed. Also that same Representative went to great lengths to answer all my questions about the value estimate and their process. She advised that the issue relating about to the computer algorithms were being reviewed. I appreciated all of her time, effort and information. 
Sincerely,
[redacted]

Thank you for responding.  Zillow did finally remove the incorrect information on my houses from their website.  It took multiple complaints and a lot of time and probably the complaint from Revdex.com helped.
 
Thanks again,
 
[redacted]

[redacted]/Zillow went ahead and refunded my money. So I would like to drop the complaint. Thank you so much for your help. My case number is #[redacted]. Thank you again, [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 from user-provided submissions, in accordance with our Terms of Use.  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 or entire property pages from Zillow. We provide homeowners with tools to edit a number of facts that appear on a property page. By editing home facts directly, a homeowner can ensure the home's information is as up-to-date and accurate as possible. In reviewing the property page in question, it is currently inactive (Off Market) with no additional photos or user-provided description: https://www.zillow.com/homedetails[redacted]West-Palm-Beach-FL-33401/46931258_zp...⇄ There is no further action we can take at this time. For more information, please review our Terms of Use and Privacy Policy.

As mentioned previously, the internal photos of the home have already been removed from both Zillow and Trulia as requested.
The updated property pages can be viewed here:
[redacted] [redacted] [redacted]
There is no further action we can take at this time.

Zillow receives foreclosure and pre-foreclosure information 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 pre-foreclosure status has been removed and the update is effective immediately (see...

attached). If this individual needs further assistance, we encourage them to contact our Consumer Care Team via our Help Center at www.zillow.com/help.

The original desired resolution for this complaint was regarding the Price/Tax History displayed on Zillow -- which we have already explained in our previous response. The rejection reason addresses a separate issue but we're happy to provide additional information.  We have removed the photos from this property page as requested. As a homeowner, this individual can make changes to the property page in the future using the instructions below:1. Sign in to their Zillow account.2. Navigate to the property page.3. Click on Correct Home Facts. 4. Add/edit/remove any user-provided home facts and photos. Any data provided by public records cannot be removed.5. Scroll to the bottom of the page and click the blue button to save. With regards to how Zillow receives listings, listings are sent to Zillow through a variety of feed sources such as partners, brokers, agents, third-party feed providers, homeowners, and directly from an MLS. We have blocked the feed we received so the listing no longer appears on Zillow. This is the extent of assistance we can provide. Beyond this, we cannot control the actions of another company not affiliated with Zillow and we encourage this individual to reach out to the other company directly to discuss any remaining concerns about their practices.

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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
our property's internal pictures and details is not in any means of public record.
We had security concerns and will not allow to put our property internal pictures public.
We are not concern about mortgage company and consumer market at all. 
 
Sincerely,[redacted]

Zillow 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 so long as it meets our Listing Quality Policy...

guidelines (https://www.zillow.com/corp/Quality.htm). There have been some delays with this new system site-wide and we have been working to get listings reviewed and posted as quickly as possible. We were able to successfully approve the For Sale By Owner listings submitted under this account. 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 for faster assistance.

To Whom It May Concern:
I have researched [redacted] account and he is in contract with Trulia until September 31, 2016. His account has been reviewed by a sales manager and because he is in contract he cannot cancel before this time. If he has further questions he can contact Debra M[redacted]...

at [redacted]@zillow.com or [redacted]