Zillow Group, Inc.

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.

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.

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].

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: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]

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]

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].

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]

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]

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 even said that I spoke to a manger but nothing was done, I want them to honor what was promised!Sincerely,[redacted]

In reviewing our records, we have reached out to the homeowner yesterday for further clarification in regards to their concerns, and are currently awaiting a response from them.

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 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]

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.

The phone number provided in this complaint has been blocked on our site. We apologize for any inconvenience.

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]

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

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.

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.