Zillow Group, Inc.

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]

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.

We apologize for the frustration this has caused this individual. We attempted to reach out to her by phone today and left a message to discuss it further. Additionally, our team was in correspondence with her via email last week regarding the issue and notifying her it had been resolved. See attached transcript. As we mentioned previously, the listings on our site are not posted or managed directly by Zillow. Rather, we provide a platform that hosts listings provided by others. We received a listing feed from Hudson & Marshall on 06/07/2017 and we removed the listing on 06/30/2017. See attached.  There is currently no foreclosure information listed on our site so there is no further action we can take at this time. If this individual would like to discuss the matter further, we encourage them to give our Consumer Care Team a call back at the number we provided in the voicemail or reply back to our email correspondence.  We appreciate this individual bringing this to our attention and allowing us the opportunity to correct it. We apologize for any inconvenience this may have caused in the meantime.

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/.

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]

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]

To Whom It May Concern:
Zillow tracks every call to the company from every client, and we have no record of [redacted] calling or speaking with anyone in the company between the dates of 5/25 and 8/1. We will cancel [redacted] today and issue a partial refund.

Revdex.com:Thank you very much, 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 apologize for any confusion or frustration.  Listings are sent to Zillow through a variety of sources such as partners, brokers, agents, third-party listing feed providers, and in some cases, directly from an MLS. We received a For Sale for the property in question through a real estate...

agent's listing feed: https://www.cbhunter.com/Property/[redacted].  We have removed this active For Sale listing from Zillow as requested. Please note that the listing may still be actively posted on the real estate agent's website. Zillow does not have access to the agent's website so this individual may also need to contact the managing brokerage to remove the listing from their site. if this individual needs to reach out to us in the future, we encourage them to contact our Consumer Care Team through our Help Center at www.zillow.com/help.

Zillow is a media company displaying listing and home data on behalf of agents, property managers, and homeowners. Zillow does not directly manage listings that appear on our site.  The listing data that appears on Zillow is a reflection of the information sent to our site from a third-party...

listing feed. The listing data for this home was sent to Zillow from a third-party feed from A-1 Reallty Design.  Zillow does not have access to A-1 Reallty Design's listing feed to make changes to this data. However, the real estate agent should be able to make these changes or will need to contact their listing source to make the changes on his or her behalf. If there is an error in the feed sent to us by the listing agency, the error will get transferred onto Zillow.  It is important that the listing agency verify the listing data is submitted correctly.  In reviewing the listing in question, it appears that this issue has already been resolved. The square footage we've received from the listing feed shows as 2,112 sq ft (screenshot attached). If this individual needs assistance in the future, we recommend contacting our Consumer Care Team directly via our Help Center: www.zillow.com/help.

Complaint: [redacted]I am rejecting this response because:
It is the same statements from Zillow as before and does not correct the problem and is not acceptable. We want the entire problem they caused to be corrected.
I will use the example below as a good reason why they should correct the situation. If a bank made an error and moved your money to another account and also reduced your balance, wouldn't you expect a complete correction? If the bank said that it can move the money back to your account but cannot fix the reduced total, I am sure anyone would say that is ridiculous and unacceptable. This is a good analogy to the solution Zillow has proposed.
I find their response bureaucratic and does not address the issue raised in my complaint. 
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response...

because:The 1 star reviews does not meet the Zillow review guideline requirements below to post a review. The reviewers were not a seller or buyer. The Zillow Ratings Review Moderation Team does not appear to have evaluated the review before it was published as it is not meeting the review guidelines below. Can anyone write a review?Only buyers and sellers who have communicated, or worked with an agent can write a review and submit a rating on that agent. Note that we do provide a Service Provided category for "Never responded to my inquiry" for cases where a Reviewer contacts an agent but does not receive a response. So, reviews may be left for cases of "attempted contact". Reviewers must register and create a profile on Zillow, then indicate the appropriate "Service Provided" option: the agent helped them buy or sell a home, or both, they shopped but didn't buy, listed but didn't sell, etc. A review cannot be submitted for an agent "on the other side" of the transaction. For example, we would not permit a review from a home buyer left for the agent representing the home seller. Zillow will determine whether such a relationship exists at our discretion and based solely on information contained in the review itself, or upon subsequent requests for clarification from the Reviewer, where we deem such clarification necessary.Are these reviews moderated before they are posted?Absolutely. A dedicated team of specially trained moderators will evaluate all reviews before they are published. Reviews must adhere to Zillow's Good Neighbor Policy and Review Guidelines, which means all contributed content must be respectful and appropriate. Content that we feel is inappropriate, off-topic, or not useful will not be published.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: please put my house back to default which it originally was then. I can't imagine that adding sf. To a home will will then in turn drop your home value by 70k plus! My neighbors are both very much higher than mine with less of a home. We just had a house sell for 210$ a sf. In this neighborhood and its 500sf more than my home. Something is broken in the way you collect data. This site plays a vital role in selling a home if people are looking to see what's on the market. Your under valuing home tremendously giving the consumer mixed reviews on what the house is actually worth. Please take my estimate off your site or change it for the data in my neighborhood. I got it for 90$ a sf because I bought it from family. As soon as I claimed the home and changed sf to what my appraiser said it was my home value plummeted. I should have never claimed it! This needs to be changed as quickly as possible. Or take me off this site and put value unknown or something I don't care. But don't undervalue my home by multiples of thousands. Completely ridiculous. Do I need to turn in the analysis I just received on my home with the comps that recently sold? Obviously there data polls aren't doing a very accurate job.Sincerely,[redacted]

Zillow receives property information from public records gathered by a third-party data collector from each county and from homeowner-provided submissions. On occasion, some data can get misreported to us. After verifying with county records directly, we have updated the property type to reflect as...

a single family home.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, sales 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. If this individual has any additional questions in the future, we encourage them to reach out to our Consumer Care Team via our help center: www.zillow.com/help.

Complaint: [redacted]I am rejecting this response because:
The problem has not been resolved. The response I have received is insufficient and non-conclusive. This issue has been on going for over 4 years and there has been no attempt to fix it other than these pathetic responses. Stop finger pointing and blaming the developer, stop telling the consumer to update the information over and over again. Do your job and fix the problem!! All hands on deck, no new projects, no new CEO's or MNA's just fix your company's website or go out of business.  
Your request ([redacted]) has been updated. To add additional comments, reply to this email.
 
[redacted]
(Zillow Help Center)
Jun 9, 10:05 AM PDT
Hello,I apologize for the headache that this is causing. We have found this issue to be occurring with multiple pages and the developers are in an continued investigation and hope to resolve soon. I will keep this ticket open and reconnect with you once it is resolved.In the mean time, I appreciate your patience.Â
Thank you for using Zillow.
Kind Regards,
[redacted]Zillow Consumer Care Lead
 
Sincerely,[redacted]

Revdex.com:
It took a month and several emails requesting Zillow to stop posting false open houses every weekend. And correct the other false information. It wasn't until I filed this complaint with Revdex.com that they fixed part of the problem.  That doesn't resolve all the problems caused by their false advertising.

Hello,I have researched the clients profile and both [redacted] and Zillow to confirm they are receiving their contact email and text message notifications correctly. The agents profile on currently has 10 published reviews. We recently merged the [redacted] and Zillow profiles together and have adopted the...

Zillow moderation process. All [redacted] published reviews had to go through the Zillow review moderation process and technical checks.  The review process is a series of technical checks that we have in place to authenticate each review to protect both the agent and the consumer alike. A review can be rejected for several reasons if it doesn’t meet our guidelines. I have included some common reasons below.- The review doesn’t contain enough information to be useful to others. We would like specific examples of why you’re so great, so others can know too.- The review was posted in or near the agent’s home or office- The review is self-promoting (it has contact information for the reviewer)- The review was posted from out of the country- The review has inappropriate language- The review was written by another agent- While there are many technical checks reviews undergo before they are posted, these are reasons we see more often than others. I have also included a link to our review guidelines below. Please let me know if you have any further questions about the review process.http://www.zillow.com/wikipages/Review-Guidelines/If the reviews didn't met the above technical checks they were not merged over to the Zillow Group profiles. In regards to being compensated for this situation, Zillow Group will not compensate agents for the reviews that did not make it through the moderation process. The agent is able to email[redacted]@zillow.com to receive all the reviews that didn't make it through moderation so they can reach out to those specific clients and have them resubmit the review on Zillow. Please let me know if the information above doesn't answer and solve the clients request and questions. Thanks

After further investigation, it appears that the For Sale listing for [redacted], Denver, CO 80232 was posted in error by a real estate agent to the property page for [redacted], Denver, CO 80232. We have removed the erroneous For Sale listing and the property page for [redacted]...

[redacted], Denver, CO 80232 now shows an off market status. This means the home is not actively listed for sale or for rent. This individual's Zillow profile is listed as the homeowner. If they wish to make any additional changes to the home facts shown on this public record based property page, they can do so by logging in to their Zillow profile, visiting the property page, and clicking on the Edit Facts button. We apologize for any inconvenience and appreciate that this was brought to our attention so we could correct the error. In the event this individual needs further assistance editing their home's facts, we encourage them to contact our Consumer Care Team through our Help Center (http://www.zillow.com/help/).

Complaint: [redacted]I am rejecting this response because:
There was an email issue when Trulia and Zillow merged and they are not lined up with my purchased zip codes from Zillow.  I have had multiple representatives try to fix this issue and none of them could.  Because of this error I haven't been able to access any leads from my purchase.  I have continued to pay for these services even though I could not access them.  Zillow has not lived up to their contract because they did not deliver anything.  It is not as easy as logging in to the site, there is an error with the merge from Trulia and nobody from Zillow has been able to fix it. 
Sincerely,[redacted]

The photos that appear on property pages on our site are not posted or managed directly by Zillow. We provide a platform and tools for homeowners to manage the photos that appear. However, we have removed the user-added photos from this property page on this homeowner's behalf as requested. The...

change can be viewed here: http://www.zillow.com/homedetails/[redacted] 
 
If this homeowner would like to make any additional changes to the home facts and photos that appear on this property page in the future, please follow the instructions below:1. Sign in to their Zillow account.2. Navigate to the property page.3. Click on Correct Home Facts. If they have not already claimed ownership of the home on Zillow, they will be prompted to do so.4. After claiming ownership of the home, the Edit Home Facts page will load. 5. Add/edit/remove any user-provided home facts and photos. 6. Scroll to the bottom of the page and click the blue button to save. It may take a moment for the property page to refresh. 
 
If this individual needs additional assistance in the future, our Consumer Care Team can be reached via our Help Center here: https://zillow.zendesk.com/hc/en-us/requests/new.