Zillow Group, Inc.

Complaint: [redacted]I am rejecting this response because:Being a "company" providing a service for the people in the selling of homes, in not complying with my request to make changes to our property on their own web page that we did not use, I feel THEY are responsible for accurately representing the TRUTH, that being our Home IS FOR SALE, and NOT "OFF THE MARKET" as they have posted on they're web page. Please Make the correct changes if not merly remove our Home from your site. Thank You Sincerely,[redacted]

To Whom It May Concern:
I have deleted [redacted] profiles from Zillow and Trulia. If she has any questions she can email [email protected].

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.
Since Zillow removed all of the photos of my property and the Realtor's description about my property I will gladly accept their response and close out this complaint.
However, I find it interesting that Zillow stated that they do not manage the listings directly when they are on zillow.com (the website FOR Zillow) and since they were able to remove the photos and Realtor's description without me having to create an account - I do not wish to create a Zillow account nor have I ever had one. I think the employees of Zillow would find that many people do not want to waste time or deal with having to create an account to edit a listing that they did not create. If Zillow created the listing then it should be Zillow's responsibility to see that it is updated to protect homeowners when the property is sold and moved into. If burglars can see the layout of a home before breaking in then it certainly makes it easier for them to rob the place.
Thank you very much.Sincerely, [redacted]

To Whom It May Concern:Zillow Group sells impressions to connect home shoppers with a buyer's agent. It is always free for the listing agent to advertise their listings on the country's largest and most trafficked online real estate website, and if a consumer is interested in a home, the listing...

agent will always be involved in the transaction. I have also reviewed the conversation our representative had with [redacted], and there was no mention of this until [redacted] sent a follow up email, thus he was never promised we would change this. The call agent button will continue to route calls to a Premier Agent. If the consumer wishes to contact the listing agent, they may do so by clicking the listing agent's name.

Please keep in mind that the listings that appear on our site are not posted or managed by Zillow directly. Listings are managed by the individual who posted it for sale. Zillow does not know about any changes to listing status unless it is reported to us. After further review, we have canceled...

the active For Sale listing posted by the realtor as requested. The price cut notification associated with the active listing no longer appears as a result of the listing cancellation. If this homeowner would like to list their home For Sale By Owner they can do so. If this individual needs further assistance listing the home for sale, we encourage them to contact our Consumer Care Team at [email protected].

After verifying with county records, we have removed the erroneous agent-reported sales transaction from October 2015 for $175,000 our database as requested. Thank you for bringing this to our attention and allowing us the opportunity to correct it. We apologize for any inconvenience the error may...

have caused in the meantime.

Complaint: [redacted]I am rejecting this response because:
The property is not for sale and there is no reason for anything to be displayed on a site that is about buying and selling properties. If the property goes for sale you are welcome to the information.
I also reject the idea that the sold price must be prominently displayed for three years at the top of my properties page. Since the majority of properties do not have this displayed at the top of the page, I request this be removed immediately.
I also reject the Zillow page of my property showing up in Google search results. Other property sites have excluded it from online searches and I expect the same.
I'm also frustrated that the customer service team never reads what is typed and throws out their textbook answer.
I understand you have the right to publish public information but when it goes against the wishes of the person directly involved, I wonder where MY rights stand.
 
Sincerely,[redacted]

We have a number of checks in place to proactively identify known fraud tactics and suspicious patterns of activity. This review passed our technical checks, which is why it was posted on Zillow. Our review guidelines can be found here:...

http://www.zillow.com/wikipages/Review-Guidelines/Ultimately, it is not our goal to determine “false” information.  In addition to measures around fraud, we also facilitate “usefulness” and “appropriateness” of the review. This is ultimately what is considered when the moderation process happens. We aim to provide a platform to present both sides of the story (consumer’s review and agent’s response).  We encourage this agent to respond to the review as it is regarded highly by those reading it. Every review is held to the same standard, so we do not look at theagent’s status of advertising when moderating reviews. For this reason, no changes will be made regarding the review in question.

Complaint: [redacted]I am rejecting this response because: This is a boiler plate response sent out to so many people complaining about the same problem. [redacted] sold for $460,000,  [redacted], Flagstaff, AZ 86004, sold for $465,000, [redacted] [redacted], Flagstaff, AZ 86004 sold for $464,000  These are homes that have NO landscaping, NO storage sheds, NO walls, No RV parking, No 220 electric, and so on. PLUS, I have recently remodeled my home from top to bottom. There are other home owners who have complained about the same issue and have had their "Zestimate" revised. I don't care if you revise mine, but take it off my listing if you are going to be that far off. You have my listing estimated at $340,000 which is absolutely ridiculous, and it DOES effect how buyers look at my home's value. Two of your people responded to me saying that it does not.
 
4 bd
2 ba
2,550 sq ft
2.39 acres lot
$465,000 on August 4, 2016
3 bd
2 ba
2,557 sq ft
2.5 acres lot
$465,000 on August 4, 2016
3 bd
2 ba
2,557 sq ft
2.5 acres lot
$460,000 on August 19, 2016
3 bd
2 ba
2,236 sq ft
2.54 acres lot
$460,000 on August 19, 2016 Sincerely,[redacted]

To Whom It May Concern:[redacted]'s documentation does not show that the consumer tried to edit the existing review, or that he asked for help resubmitting it. It only shows that he asked if the review was edited, to which the representative that assisted him explained that she could not give out that information. We have gotten no word from the client that their review is inaccurate. As previously stated, we will not edit or modify any reviews on behalf of a client, they must do this themselves. If this consumer would like to edit his review, he may do so by signing into his Zillow profile, clicking on "reviews written" and editing the review himself. If [redacted]'s client would like assistance, he will need to email our consumer care team directly for help. He can contact them himself directly at [redacted]. If we do not hear from him directly, no action will be taken, and again, we will not edit the review on his behalf. He must take this action himself.

Complaint: [redacted]I am rejecting this response because: I can't respond to a fake review. The person that made the fake review did not respond to my personal message. Sincerely,[redacted]

Occasionally when a home is posted for a sale on Zillow, a duplicate user-created property page may get created if the address entered by the user or listing source does not match an address we already have in our database. 
 
We have removed the duplicate user-created property page from...

our database. Please allow 24-48 hours for the page to be completely removed from the live site. The property page that is linked to public records data and will remain on our site can be found here: http://www.zillow.com/homedetails/[redacted]-Columbus-OH-43209/[redacted]...⇄ />  
If this individual needs assistance in future, we encourage them to contact our Consumer Care Team directly through our Help Center (www.zillow.com/help) and we'd be happy to assist them.

Complaint: [redacted]I am rejecting this response because:
The original co-marketing campaign was terminated in [redacted] 2015, there was no such new agreement made appx 1 year later that I desired, engaged in or accepted to co-market in 2016. I never was approached to renew, presented any documents to renew a contract that was cancelled in 2015 nor did I authorize Zillow to charge my credit card 1 year later.
I did not receive co-marketing free for 12 months, Zillow failed to remove my information from the marketing campaign after I terminated, they are at fault for not following through and removing my information from their website, that I have no control over. It was unbeknownst to me that my information was on Zillow, as I had no reason to believe that they did not remove my information after cancellation. I do not go on or utilize their website.
The contract was cancelled in 2015, it is null and void. I should of never been charged 1 year later for a service that was cancelled.  The charge is fraudulent, unethical and erroneous. Sincerely,[redacted]

To whom it may concern:  I have reached out to [redacted] regarding her review inquiries (https://zillow.zendesk.com/agent/tickets/[redacted]).   All the best, Rochelle G.Sr. Agent Care Consultant Zillow Group

To Whom It May Concern:According to our records, [redacted] was not charged. The account was cancelled and this customer was given a prorated refund.

As mentioned previously, in order to keep the services we provide free to consumers, Zillow is primarily funded through advertising which is what this individual is referencing in her call with our representative. The real estate agents listed in the contact box on each property page do pay to advertise with Zillow. This is Zillow's current business model and we make that clear in out Terms of Use: http://www.zillow.com/corp/Terms.htm. The agents that appear on listings are not recommended, employed, or endorsed by Zillow. They are simply buyer's agents working in that area who pay to advertise on our site and we've received feedback from home buyers that having a list of buyer's agents available to assist them with the buying process is helpful.  The contact box provides multiple points of contacts to potential buyers. The homeowner’s contact information is listed in the contact box for users to contact them directly in the event that the buyer doesn’t wish to work with a buyer's agent. The homeowner is not obligated to work with any of these buyer's agents. It is merely a tool for home buyers to get in contact with a buyer's agent should they want one to help them through the buying process.Again, we apologize for any confusion regarding the services Zillow provides but there is no additional steps we can take at this point. The desired resolution for this complaint stated the home should be listed For Sale By Owner on our site and buyers should be able to contact the owner directly. This is true in both cases. The home is has been actively listed For Sale By Owner since 07/21/16 (as evident in the Price/Listing History section) and the active listing can be viewed at any time here: http://www.zillow.com/homedetails/[redacted]. There’s no further action we can take regarding this request.

I have explained the common rejection reasons and community guidelines for reviews in the last response to the agent. We are not able to disclose the technical checks for why each individual review was rejected, but the reason they were not merged over to the agents Zillow profile was because they didn't make it through our moderation process.  The agent is always welcome to email [redacted]@zillow.com and request the content of the reviews that were rejected and not merged over, this will NOT include the rejection reasons for the reviews. In regards to the agents notifications for leads, by design our system now calls the agent so they can connect with the consumer asap since consumers tend to contact another agent if they don't hear back from the first agent they reach out to in a timely manner. If the agent is not receiving the text message notification they should reach out to their cell phone provider to make sure they have short code text messaging enabled since that is the most common reason agents don't receive the text message notification. I verified the agents accounts and they are opted into receiving the text message notifications on Zillow. If the agent has further questions regarding their advertising or decides that advertising on Zillow is not a good fit for them anymore they should reach out to their sales rep.

Complaint: [redacted]
I am rejecting this response because:  It would perhaps be believable if I hadn't seen the zestimate change 4 times for my home over the course of 12 days on zillow. I hadn't changed the information that I originally gave,  everything stayed the same.  Yet for another home in our area, that I mentioned in my complaint as  comparison, their zestimate remained the same the entire time.  We would check on an off to see whether it was changing as ours was. When the owners of that home dropped their price  $5000, the zillow estimate for that home stayed the same as it had been for a few more days before zillow finally dropped their estimate as well.  So, I don't agree that it's a simple matter of a logarithm, and unchangeable. Obviously by our experience it can change easily without rhyme or reason. And for ours to vacillate while someone else's stays the same over the same course of time,  again shows that your reason is not sound. I appreciate whomever taking the time to respond to this complaint, but I would prefer to hear from someone who actually knows the correct information and isn't just repeating policy. It sounds rather like someone is just "winging it" over there in Zillow. 
Sincerely,
[redacted]

We have previously been in correspondence with this individual regarding this issue already and our response remains the same. To recap, the property page for this home shows as "off market" which means the home is not listed for rent or for sale on our site. It does not appear in any For Sale/For...

Rent search results on our site.
Zillow displays property data to provide consumers with transparent real estate information. Our mission is to empower consumers with information and tools to make smart decisions about homes, real estate, and mortgages. We receive this information from public records and from user-provided submissions. Property data appears on Zillow regardless of if a home is actively listed for sale or not. 
We provide homeowners with tools to edit a number of facts that appear on their property page. By editing the home facts directly, a homeowner can ensure the home information is as up-to-date and accurate as possible. However, for the reasons we described above, Zillow does not remove entire property pages or public record information from our site.

We display property information on Zillow to provide consumers with transparent real estate information. Our mission is to empower consumers with information and tools to make smart decisions about homes, real estate and mortgages. For this reason, we typically do not remove property pages from...

Zillow unless they are shown to be erroneous. When a home is posted for rent or for sale on Zillow and we do not already have a property page in our database, an user-created property page gets added to our database, which happened with this property. When the listing was canceled, the property page remains on our site as "off market." Since this individual mentioned that they did not list this home at any time, we have removed the user­-created page for [redacted] from our database. If this individual needs to get in contact with us in the future, they can contact our Consumer Care Team directly at [redacted].