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]

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.

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].

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]

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.

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]

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/).

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:[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.

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.

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: 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]

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]

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]

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:Zillow never resolved any of my issues. In fact, after spending days of trying to get a response from them through multiple emails, social media contact and also emailing a corporate team member, I heard back from them exactly once, in email form. This is what they said: "Thank you for reaching out.  We sincerely apologize for the delay.  I wanted to let you know that we are investigating why we are only receiving 15 photos for this listing.  I will keep you posted as I learn."I never heard back from them. That was 4 days ago. I was lucky enough to have kept an old email from years ago with a corporate contact in it. I emailed them and requested that they call me. Someone from their corporate office called me and then transferred me to the voicemail of the person mentioned above. I left a detailed voicemail requesting help. No one ever called me back.Nothing was resolved by Zillow. I still have several tickets open. In fact, the only resolution I have achieved was by my own research and work into this matter - all independent of Zillow. Zillow never resolved anything on my behalf and for them to claim that they did is absurd. All they have done for the past two weeks is ignore my messages or stall. If you, in fact, look at the correspondence on the ticket in question, you will find my repeated and unanswered requests for help, and no resolution on their part. It was me who resolved the issue in question - not Zillow. It is still my contention that the customer service at Zillow is non-existent. 
Sincerely,

To Whom It May Concern:
I have removed [redacted]'s profile from Zillow. Unfortunately, I am unable to do anything regarding the Google search results. The cause for those is that Google hasn't updated their search results with the most recent data for our site. We have no control over the Google search...

results, however their search engine clears their cache every 15 to 30 days, so the search won't show the incorrect result indefinitely. To have this process expedited, Google support has created a way to let them know that the data they are showing isn't up to date by going to the following link. Please put the URL for the page in question in the URL box, and submit your request.https://www.google.com/webmasters/tools/submit-url

In checking our records, this individual contacted us yesterday (4/28/16) and received a response from our Consumer Care Team on the same date. To recap, listings are sent to Zillow a number of ways and the listings are not managed by Zillow directly. Rather, we host listings that are sent to...

us from real estate agents, property managers, and homeowners.  Some listings are posted to Zillow by real estate agents and homeowners, some are sent to us by brokers or third-party feeds, and some are sent to us from an MLS feed.  Because there are a number of sources for listings that appear on our site, the listing information and any changes may or may not match what appears on the MLS depending on how we received the listing. If the listing was sent to Zillow through other means (agent-provided or third-party feeds), any changes need to be updated at the source by the listing owner directly.  However in areas where we do have a MLS feed sent to us, we do our best to we display the most up-to-date MLS listing and any changes in a timely manner as they are received from the MLS feed.

Complaint: [redacted] We are rejecting this response because Zillow has 1) erred in researching and reporting public records available for this property, thus inputting invalid data into its algorithm and reporting an obviously flawed estimate of fair market value; and 2) refused to report correct data available from the public record, and 3) refused to provide an accurate estimate of fair market value based on a new computation of its algorithm with the correct data.  In this instance, we perceive Zillow's work as not simply flawed but the result of gross negligence, which we explain below.  The result is an obviously false estimate of the FMV of our property.  The mild cautionary warning offered by Zillow is of little use to us in this case, because it will cause a side show that must be explained to every potential buyer who relies on this information in seeking a huge windfall in acquiring this property. Our home has never sold for the low amount Zillow estimates. While we appreciate Zillow correcting some aspects of the 2010 false sales information, other sales information reported and input into the Zillow "magic number machine" is still incorrect in the "Home Facts by Data Source" category on the webpage for our home. Our home was built in 2006.  There is no mention of this, nor any price data from the original sales price paid by the first owners.  We searched county records, and they show the previous owner purchased the home in 2007 for $725,000.  We are the second owners of this home. The Zillow report states falsely that the home sold in 1994 for $200,000.  Again, the house was built in 2006, so Zillow and its algorithm are completely off base in using $200,000 as a previous value of this home.  This 1994 information apparently pertains to the bare lot, and would obviously skew results of any algorithm that attributed such sales data to the home value. Zillow needs to get the correct data--there are only two prior sales of this home, one in 2006, and one in 2010--and rerun the calculation to report an accurate FMV.  In instances like this, when Zillow is just way off the mark, it needs to spend the money to retain local expertise to quickly review the public data and correct its mistakes. We'd appreciate it if it would do that in this case before it holds itself out as having any expertise or accuracy in reporting real estate values relating to our home.  Thank you for your prompt attention to this matter.   
Sincerely,
[redacted]

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.