Zillow Group, Inc.

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

Complaint: [redacted]
I am rejecting this response because: 1) The customer care rep, Austin, is kindly helping to post a listing manually. However, Austin stated that he cannot find any request to list a property coming from my Zillow account (associated with my email address) as shown in his attached message. However, as shown in the attached video recording, I have properly made the For Sale By Owner listing request from my Zillow account. So please let me use the account without further assistance of the Zillow rep.2) Zillow reps have given me a numerous "reasons" as to why they have not being able to post the sale information of my sold subdivided parcel since January of this year. Please see attached the emails (I cannot upload all the exchanged emails because of the limit in the number of attachments I can upload to this complaint). Please solve this problem promptly. Thank you.  
Sincerely,
[redacted]

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,

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]

Complaint: [redacted]
I am rejecting this response because:Hello [redacted],You wrote: 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. How come you can not estimate the whole town??? There are enough houses sold in Canton, MA, Why on your map I can see assessed prices from 2014 with no notice that the prices are from 2014? In this case the information you listed is false. If you look on your map -you will not see any difference between all properties with and without estimated prices. It looks like houses in our town are much cheaper than in reality and comparing to other properties! Very bad for sellers, for town reputation and for your reputation as well. By the way, until June 2018 all houses in Canton had estimations- what happened after? I guess, you understand the problem.Still not satisfied. 
Sincerely,
[redacted]

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.

Listings are sent to Zillow through a variety of sources such as partners, brokers, agents, third-party feed providers and in some cases, directly from an MLS. This particular listing was sent to Zillow from a third-party syndicated feed provider, ForSaleByOwner.com. A...

representative at ForSaleByOwner.com reached out to us on behalf of the seller on March 15th regarding this listing. We informed the representative that the listing was taken down for violation our Listing Quality Policy - specifically, that the photos contained advertisements. If this individual can update the listing to adhere to our policies, we'd be happy to allow the listing to be posted on our site. As of today, the current ForSaleByOwner.com listing still contains these advertisement photos.The full Listing Quality Policy and our Terms of Use can be viewed here: http://www.zillow.com/corp/Quality.htm and http://www.zillow.com/corp/Terms.htm.We've included attachments of our policy, the current listing on the source site (ForSaleByOwner.com), and our correspondence regarding this listing. If this individual has any additional concerns regarding our policy, we encourage him to contact our Consumer Care Team directly at [email protected].

YET THE DESCRIPTION ZILLOW IS REPRESENTING AS BEING FROM THE MLS IS NOT WHAT THE MLS DESCRIPTION IS.  IF THEY EVEN LOOKED AT THE ACTUAL MLS LISTING THEY'D SEE THEYRE LYING TO THE PUBLIC.  IF THEY EVEN LOOKED AT THEIR SISTER SITES SUCH AS TRULIA AND [redacted] SITES THAT DO HAVE THE TRUE MLS LISTING DESCRIPTION,  THE ZILLOW STAFF WOULD REALIZE THEIR CAUGHT IN A BOLD LIE AND THAT THE DESCRIPTION THEY ARE LISTING IS NOT FROM THE MLS.  IF THEY ARE NOT REALLYUSING THE MLS DESCRIPTIPN THEN THEY SHOULD TELL THE PUBLIC SUCH 
Complaint: [redacted]
I am rejecting this response because:
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 and we were able to successfully post this For Sale By Owner listing: [redacted].  The home now appears actively For Sale By Owner on Zillow. 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.

Complaint: [redacted]I am rejecting this response because:As of today, October 14, 2016 Zillow only have 7 of my listing- see attachment.  I have a total of 11 listing -- see attached MLS. Also, attached is the exclusive listing agreement with for all the listing. Note:  The listing are for both me and my Real Estate partner:  [redacted] and I are on all the apartment exclusive listings agreements, 3 total apartments currently.  Each time we get a new exclusive listings we are having the same issue.  Note, [redacted] at [redacted] been on our MLS for 15 days.  I have sent the exclusive listing agreement several times with no response.  None of [redacted] listings are on Zillow or Trulia.  We split the listing on all three units. We truly appreciate the response from Zillow/Trulia.  We only would like to know how to handle these issues going forward.  It's very time consuming trying to contact someone who able to help assistance us. Thanks,  [redacted]

n reviewing our records, we have previously communicated with this individual regarding this request. To recap, the Zestimate is an estimate produced by a computer-generated algorithm using public and user-submitted data available for each individual home. As a result, we cannot manually change or...

remove an individual Zestimate. The Zestimate is not a fixed value. It is an estimate - not an appraisal - and we make this clear on our site (www.zillow.com/zestimate). It is both common and anticipated that the Zestimate for a home will fluctuate which is why we also provide a Zestimate Range on each property page. The Zestimate Range is the high and low estimate calculated by the Zestimate algorithm. The more information, the smaller the range, and the more accurate the Zestimate tends to be. It may also fluctuate when any new information is made available or if there are updates to the Zestimate algorithm model.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 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 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. Please keep in mind that property data appears on Zillow regardless of if a home is actively listed for sale or not. 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 or Zestimates calculated using this public record data from Zillow.There is no further action or information we can provide at this time.

Complaint: [redacted]I am rejecting this response because: They clearly did not address my concerns in any way whatsoever. They are publicly displaying my personal data on an international forum (ie: sale price of MY HOME). I do not approve of this and want control over that data to remove it. In no way should they govern the display of this information. Sincerely,[redacted]

After reviewing his account, we determined the Zillow platform was not a good fit for [redacted]’s advertising objectives. We canceled [redacted]’s account per his request and issued a refund to cover amounts incurred after 11/9/16.

Business Response to Complaint ID [redacted]:In searching our database, we were unable to locate any previous correspondence from an individual with this email address. The Zillow profile associated with this email [redacted] is marked as a consumer. Zillow does not charge consumers to use our...

site.In order to address this complaint, we need more information. Specifically, is this individual an agent/professional who purchased advertising through Zillow and if so, what email address is associated with their professional profile on Zillow?
CUSTOMER EXPERIENCE INFORMATION Customer Information: [redacted] Chicago, IL 60610 Daytime Phone:[redacted] Email: [redacted]
The details of this matter are as follows: Complaint Involves: Advertising Issues
Customer's Statement of the Problem: I strongly suggest that your administration look into the illegal, criminal and deceptive business practices being carried out and perpetuated in the harmful manner by Zillow Inc. Not only do they continue to bill customers without regard or consideration for their subscription, but they make it nearly impossible for customers to cancel or get out of a subscription. Most customers have realized the only solution to this problem is by cancelling the credit card attached to the account.
Complaint Background: Product/Service: N/A Purchase Date: 4/1/2016 Problem Occurred: 4/3/2016 Model: Account Number: Order Number: Name of Salesperson: Purchase Price: $0.00 Dispute Amount: $0.00 Desired Settlement: Other (requires explanation) Investigate and stand up to the corruption and greed taking place in your backyard.

Hello,
I have researched [redacted] account and confirmed that his account has been cancelled as of 11/09/2015 due to declined payment. If [redacted] would like to discuss coming back on-board with Zillow Group and advertising please let me know and I will assign his account to another sales...

consultant. If he has additional questions please let me know.
Thanks

It sounds like there may be some miscommunication regarding the services provided by Zillow. We receive basic property information from public records gathered by a third-party data collector and from user-provided submissions. That property data then appears on Zillow as an "Off Market" property...

page. This means that the home appears on Zillow regardless of if it is actively listed for sale or not. 
 
An active listing can be posted to the property page either by publishing it directly to Zillow or sending it to our site through a data feed. We do not charge consumers or agents to use our site or post listings directly on Zillow. It is a free service. We do provide paid advertising opportunities for real estate professionals but agents are not required to purchase an advertising package in order to post an active listing on our site.
 
Currently, we are not receiving a listing from this individual's agent indicating this home is for sale. As feeds are controlled by a third party, Zillow does not have access to directly post this listing. However, here are some resources you can send to your agent with a few different options on getting the listing activated as soon as possible:
 
How does Zillow get listings? https://zillow.zendesk.com/hc/en-us/articles/227960468-How-does-Zillow-get-listi...⇄ />  
Post listing directly through Zillow: https://zillow.zendesk.com/hc/en-us/articles/227837707-How-do-I-post-a-home-for-...⇄ />  
If this individual needs further assistance, we encourage them to reach out to our Consumer Care Team via our Help Center at www.zillow.com/help.

Complaint: [redacted]
I am rejecting this response because: I think Zillow’s response is a blatant lie.  It says the more information Zillow has about the property, the more accurate the Zestimate. I provided Zillow with more information about the value of my property and they did NOT update the Zestimate. I told Zillow my house was appraised for $187,000 in June 2017, and I offered to provide a copy of the appraisal, but Zillow didn’t express any interest in having a copy of it and they didn’t update the Zestimate.  
Sincerely,
[redacted]

To Whom It May Concern:[redacted] contacted us to cancel on 6/3/2017, thus it was already into June. Her account will be canceled starting July 1st. Again, if [redacted] would like to discuss this further, she will need to contact [email protected], as advised in several previous replies.

Complaint: [redacted]I am rejecting this response because: I even said that I spoke to a manger but nothing was done, I want them to honor what was promised!Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I never stated in my initial correspondence that the calls were coming from the number I listed as my daytime CONTACT information but instead, I stated that the calls were coming from my cell number!!  It clearly states on Revdex.com's disclosure NOT TO PROVIDE any personal information in the text as it may be posted for public view.  So, why would I want to include my cell number on my complaint only for others to view!?  I'm happy to speak to a LIVE representative from Revdex.com to resolve this issue; I still can be contacted at the number above, my extension, which I included in my initial complaint but doesn't seem to be visible, is extension [redacted] and I'm available to discuss the week of July 25th from 11:30am - 5:30pm EST OR, I can provide, in this context, the phone numbers of the individuals who reached out to me based on information they received from a Zillow agent.  Sincerely,[redacted]