Zillow Group, Inc.

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]).

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]

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]

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

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.

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]

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.

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]

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.

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: 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]

[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]

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]

Complaint: [redacted]I am rejecting this response because:You cannot deny responsibility for harming me by simply stating that you use a proprietary algorithm to estimate a very complex real world market.  I have clicked on the button on your website that says, "I disagree with my Zestimate" and spoken to at least two realtors now, that I was connected to using this method through your company, and both of them have offered opinions that disagree with your algorithm. That means several experts that your company connected me with are disagreeing with you. Furthermore, I've had an actual estimation of the house conducted that disagrees with it. Just stating that something is computer driven does not absolve you responsibility for hurting an actual person. I realize you wish to remain a blank corporate face but what your business does has an impact on real people. Please respond to my request to speak with a supervisor about this matter (Heather S. continues to ignore this) and update or remove my listing immediately. You are actually damaging my ability to sell this home and potentially costing me thousands of dollars. Sincerely,[redacted]

Complaint: [redacted]
I...

am rejecting this response because: They mislead paying customers by not making clear that canceling a contract still means they will continue getting billed month to month. And when you try to contact a representative about it, they do not get back to you. Their system does not allow you to delete your credit card information. Only a sales associate can do that. They did not provide me with a copy of the contract when I first opened my account. I have sent Michelle an email regarding that and she never responded. They have shady practices so to trick people into signing contracts they do not need to be in. They can play on technicalities all they want but it doesn't make it ethically right.
Sincerely,
[redacted]

Aloha 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. As long as they...

agreed to cancel the $1,400 fee for cancelling the contract. Thank you for taking care of this matter, really appreciate it!Sincerely, [redacted]

In reviewing our records, this individual is actively working with our Consumer Care Team to on this issue (Ticket #[redacted]). We are currently awaiting a reply since we need for more information from them in order to get the listing manually posted. We would encourage this individual to reply back...

to our Consumer Care Team's email so we can continue to assist them further.