Zillow Group, Inc.

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]

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]

We have taken down the active For Sale listing provided by this individual's real estate agent as requested. The property status shows as "off market" which means the property is not for sale or for rent at this time. As a reminder, property data appears on Zillow regardless of if the home is...

actively listed for sale or for rent.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 from user-provided data.  Our mission is to empower consumers with information and tools to make smart decisions about homes, real estate and mortgages. Additionally, as stated in our Terms of Use, "For materials you post or otherwise provide to Zillow Group in connection with the Services (your "Submission"), you grant Zillow Group an irrevocable, perpetual, royalty-free worldwide license to (a) use, copy, distribute, transmit, publicly display, publicly perform, reproduce, edit, modify, prepare derivative works of or incorporate into other works, and translate your Submission, in connection with the Services or in any other media." For these reasons, we do not remove entire property pages from Zillow.
We provide homeowners with the opportunity to edit a number of facts that appear on their property page. By editing your 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 from our database or remove public record information. 
For more information, our Terms of Use can be found here: http://www.zillow.com/corp/Terms.htm.

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.

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]

This individual has been in communication with our Consumer Care Team over the weekend (see attached transcript). To recap, we were able to get this individual's listing posted and confirmed they were able edit the listing from their desired account. Regarding a number to call, we currently do not operate a centralized live call center. The fastest way to reach our team is typically through our Help Center via email or by voicemail. We do our best to address all requests as quickly as possible in the order we receive them, but the time frame does vary based on volume.  Additionally, we offered to follow up by phone during normal business hours to discuss any remaining concerns and provided a direct phone number of a Consumer Care representative who can assist them in the future. If this individual needs further assistance, we encourage them to contact us at the number provided during our previous correspondence or to reply to the email.

In checking our database, we were unable to find this phone number posted anywhere on our site. After further investigation, we believe someone may have been manually inputting the number into the contact forms on the property page and submitting inquiries. We have put a block in our database that...

will prevent anyone from submitting any new inquiries with this phone number. Thank you for bringing this to our attention and we apologize for any inconvenience.

Complaint: [redacted]I am rejecting this response because: I was never contacted. I'm going to send these help tickets to google and see if they will de list your site our remove it from top placement since it has so many glitches and you guys dont care to fix them.Sincerely,[redacted]

To Whom It May Concern:If [redacted] would like to discuss her cancellation and our policy further, she can contact [email protected]. I've also included a link to our terms and conditions, which [redacted] agreed to below.http://www.zillow.com/corp/SATerms.htm

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.

Complaint: [redacted]We are rejecting Zillow's response because Zillow is not being truthful. The purpose of their website is to offer information about homes for sale and they charge a fee for realtor subscriptions. Since our home has never been for sale in 35 years and is not now for sale, and we have not subscribed to their service, there is no logical business reason for Zillow to insist on publishing any information whatsoever about us or our property. When Zillow representatives speak about "public" information, they mean they have specifically gathered information on us and our home from tax records and other government sources that are not readily available without some specific digging into city and county websites and which do not appear in general search engine results. They then take this information and prominently display it in such a manner that it turns up in the Number One position in broad search engine results when looking for our name and/or address. They publish this information for their own profit. This is does not happen with tax records. Most worrisome is the degree of disclosure they make about our home because by doing so they are causing concern for our personal safety, and they have been notified of this.  We consider their use of our information to be theft and to be very dangerous, and they have been notified to remove any and all information related to us and our home from their website as well as the websites of their subsidiary, Trulia. Zillow's insistence that we engage and pay for a lawyer in order to relay this request for removal of information is simply a smokescreen to try to duck the issue and make us go away. They have already been notified in writing that we are not now nor ever have been subscribers of their service and we do NOT authorize the use of our information on their for-profit websites. We insist our request be honored.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I have no idea who David W[redacted] is and I 've never spoken with him once regarding a Zillow account. I do know who Tom S[redacted] is though and attached my written correspondence with him requesting account cancellation on Sunday, January 22, 2017 6:53 PM and finally receiving a response on Tue 3/14/2017 5:51 PM.  Zillow’s response is untrue and not factual. I also have the email history.
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. In reviewing this individual's listing, it appears that our team has already been in communication with this individual throughout the process and was able to successfully post this listing today. The home appears actively For Sale By Owner on Zillow: https://www.zillow.com/homedetails/123-Dawn-Dr-Washington-MO-63090/6750...⇄ 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.

To Whom It May Concern:
[redacted] submitted a request to cancel one day after the billing cycle of March 15th. Andrew put her through cancellations on 3/16/16, and the cancellation was processed on 3/24/16. [redacted] should received her credit in approximately 30 days from the cancellation for the cancelled days 3/24/16 through 4/15/16. For further questions, she can contact her rep Andrew P[redacted] at [redacted]

Zillow receives past sales information from public records data and from agent-reported sales. On occasion, this information can get misreported to us which looks to be the case here. After verifying with county records directly, we have removed the erroneous agent-reported sale transaction from our...

database effective immediately.
 
Regarding the emails for this home, this individual was setup to receive periodic notifications when they claimed ownership of the property page. We have unsubscribed this email address from receiving any new alerts about the property. If this individual would like to manage their email notifications for saved homes further, they can do so by logging into their Zillow account and accessing the subscription page.

Zillow receives sales information from public records gathered by a third-party data collector from each county and from agent-provided submissions. On occasion, this information can get misreported to us which looks to be the case here. After verifying with county records, we have removed the...

erroneous sale transaction and updated the last sales data in our database: [redacted]  With regards to the Zestimate, this is an estimate that is automatically calculated by a computer-­generated algorithm using the data available for each home. The algorithm uses public and user­-submitted data, taking into account items such as home facts, price history and tax history. As a result, we cannot manually change or remove an individual 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 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 and our website (http://www.zillow.com/zestimate/).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 our 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 they feel the 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: http://www.zillow.com/zestimate/.

Complaint: [redacted]I am rejecting this response because: 
In response to the comments from Zillow please note that an email explanation received by Zillow representative Heather P dated December 21, 9:15 AM PST indicated that my home was placed in a a different town in New Jersey "due to system error", thus resulting in misleading and inaccurate information of the value of my home in their Zestimate. (All email correspondence from Heather was provided in my complaint). I am in the process of selling my house. Since many buyers consult Zillow for the location and pricing of homes, I am being financially compromised by Zillow's mistake in devaluing my home due to their error. As a retired senior citizen, my home is my most important asset. 
I am asking that, since this matter is solely Zillow's mistake, they should immediately fix it.
I am told by Zillow that the information contained in Zestimate page is public information. If so, Zillow should not inaccurately manipulate this information to the detriment of the public. They should be responsible for taking all necessary actions to ensure it is accurate. 
Sincerely,[redacted]

We have removed the "Price Cut" text from this listing. The change can be viewed here (http://www.zillow.com/homedetails/[redacted]-Sag-Harbor-NY-[redacted]_zpid/?vie...⇄ and in the attached screenshot.

Complaint: [redacted]
I am rejecting this response because:  The business is still using the wrong number ([redacted])  as my contact.  My number is ([redacted])  they have that posted as my office #??? It would not be so bad if zillow was more responsive to non-paying numbers but they only cater to those who pay and make it extremely impossible to resolve technical issues.  They may not charge us to post listings and profiles but that is only because they make tons off of our efforts of securing the the inventory they have access to post.   Unfortunately, zillow is a necessary evil and it's not an option for me to remove my listings and profile from their website at this time.  I just want them to get my information correct.    Otherwise, I will be forced to file a complaint with the FCC and the Attorney General.    [redacted]
14 reviews 14 Reviews10 Recent Sales1 Listing
[redacted] [redacted]
Sincerely,
[redacted]

In reviewing our records, we've already previously communicated 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/.