Zillow Group, Inc.

To Whom It May Concern:
Per my last response, [redacted] will not be receiving a refund. The number provided in my previous two responses is Will's direct line. I have included it again below.
Will - 720-550-5627.

Complaint: [redacted]I am rejecting this response because: #1, in terms of reviews, their response is nonsense.  I have asked clients in the past to provide me with a review for my website. Originally I never thought of [redacted]. Upon speaking to one of the reps, they told me to try to increase the number of reviews. I told them I had more, but that they were on my website. They were the ones who told me I should post them with the relevent information (house sold/bought, etc). Secondly, there were a number of reviews that they didn't "merge over" that had come directly from my clients and conformed with the requirements. Thirdly,  due to their lack of warning, there was no way for me to even know they deleted the reviews. I just happened upon it. When I inquired, I was first told, "it's a slow process and some reviews get merged sooner and some later", then I was told they'd work on it, and finally they told me to contact my clients and request them to repost the reviews. As I stated in my original complaint, I paid and continue to pay the same amount of money and they have the audacity to give me work! I spent more than an entire afternoon looking up clients emails and sending them a request to repost their review due to the fact that the [redacted]/Zillow merger was a debacle. They are so inept that they didn't even have the courtesy to warn me that clients couldn't post to [redacted], but instead, now had to post through [redacted]........which resulted in more work! This was time taken away from my work with clients. How dare they take my money and feel no responsibility.In addition, their notification of leads is horrible. As I have indicated, they do not forward a text, but rather I receive a call, which doesn't permit me the time to pull up anything on the computer, so I can have information in front of me when I converse with them. Before this horrendous merger, I always received a text, an email and a call. When I stated this problem, I wasn't given an answer and the problem persists.Sincerely,[redacted]

I have reviewed [redacted]'s profile and the unsavory review in question. The review was flagged twice for our moderation team to re-moderate the review on Tues 1/26/16 our moderation team decided that the review meets our community guidelines and will remain published. The moderation team...

emailed [redacted] on her primary account email to inform her of their decision. The moderation team doesn't take documentation into consideration. Our moderation process treats the consumer and agent alike. As long as the consumer meets the community guidelines the review will be published and will remain published on the site, unless the consumer decides to remove the review in the future. We encourage the agent to respond to the review. Please let me know if you have additional questions.

This individual contacted us in May 2015 regarding the tax history that appeared on his property page and again in January 2016 regarding the same issue. In both cases and in the other Revdex.com complaint filed (ID [redacted]), we have responded to this individual.
As explained at the time, this tax data...

is reported to Zillow via a third­-party data provider that aggregates public records data. When we receive tax information from our data provider, the data is added into our database. We can correct erroneous tax information for the years that already appear on the property page and have been reported to us by our data-provider, but we cannot manually add new years that haven't been reported to us yet. At the time we were corresponding with this individual, we had not received 2015 tax information for this property from our data-provider yet.
Since the last correspondence, our providers have sent us the tax assessed value for 2015 which was reported to us as $436,600. On rare occasion, this data can get sent to us incorrectly. After verifying with the Roanoke County Assessor’s Office directly, we were able to verify the correct tax assessed value for 2015 should be $507,300. We have corrected this in our database (attached) and the changes should be visible on the live website within one week as the database automatically refreshes the live website.  
Once the database has refreshed the site, the changes will be visible in the Tax History section of the property page here[redacted] Thank you for alerting us to the issue so we could correct this data.

Complaint: [redacted]I am rejecting this response because...we bought our home in 2000 ...according to Zillow...the house the had been on the market for 5565 days...if you do the math we bought it and immediately went into foreclosure... according to Zillow..If Zillow did their homework they would know this is ridiculous... I would advise them to remove this listing immediately or I have no other alternative but to seek legal action...for liable...it has caused us embrassment since numerous people have approached myself, my husband and my children...they have invaded our privacy and I will not tolerated this ...I don't know where Zillow received this false information but they should check and make sure it is true...The way they put it out there they can remove it ...and I would also like a disclaimer on the site that Zillow made a huge mistaken...Thanking you in advance...Sincerely,[redacted]

Thank you for your email. I have researched your account and spoke with your account rep and it looks like your profile has not been charged. I did make a case with our Billing Department to determine if there was an incorrect charge to yoru card. They will contact you shortly to explain the...

result. Please let me know if you have additional questions.
I have provided our FAQ that goes over the most asked questions and one of them goes over paid in full contracts.[redacted]/

Complaint: [redacted]I am rejecting this response because:Today they posted my home again as "off the market and for sale $ 264,355" they sent this out today at 11:14 am . This is deliberate to push me towards their agents. I recorded a conversatile with a zillow agent and called as a real estate vlient. I was told agents pay 1500 to 90000k a month to be a to ranking agent. You get to be on more pages for exposure but you also receive gor sale by owner leads. Also the agent bragged about how huge they are and how many employees they have, how big and nice their building is and how much money they make. The agent was pushing a real estate agent on me because I told him I was selling a house and had one month left to get licence. I have the recording if you want to hear it. I fid not give my last name. 
They are deliberately screwing up my Free ad. They fixed it yesterday but put it back to OFF MARKET after responding back to Revdex.com.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: Agebt has attempted to contact Zillow via phone and email all with ZERO response.   One time on the phone thw Zillow rep was attempting to EXTORT  a monthly fee from mt agwnt of $2600 a month.  When my agent refused this extortion demand the Zillow rep hung up the phone.  Since then no voice mail has been returned nor has any email messages been returned,  emails that have been submitted by BOTH MY AGENT AND MYSELF . Also, isnt it odd that trulia, [redacted] and other sites ALL habe correct infor yet the site that tries to EXTORT $2600 a month from my agent is the ONLY ONE THAT HAS NOT UPDATED NOR HAS CORRECT INFO? And their response does not address the other issue mentioned in my complaint about their bogus stat numbers, the ones they show on the owners page do not match the stats on the public page, an issue that has been pointed out by hundreds of people on internet discussion pages
Sincerely,
[redacted]

Complaint: [redacted]
 
Zillow did not offer a response but a pro forma reply that does not address the issue at hand, a reply that was sadly indicative of my customer service experience. Here again are...

the facts:
 
The company admits that I could not see online that I had a fee-based membership, or unsubscribe online from that membership, and did not use that membership (because I was unaware of it), yet it still insists that I should still have to pay for it.
 
For example, see attached image. This is the drop-down menu when you sign into Trulia. Two Zillow representatives insisted there was an account settings tab here that would allow me to see I was paying for a fee-based service. Once I sent this image, along with other evidence, the Zillow manager admitted he was wrong and there was no way for me to see I was being billed or had a fee-based membership. Yet Zillow did not offer my money back or even offer to meet me half way. 
 
To then cite terms and conditions, as if that compensates for clandestine billing, meets the definition of unscrupulous business practice. Increasingly, Zillow’s response leads one to think that Zillow’s hidden fees are by design, hence intentional. My experience is likely the experience of countless people on Trulia and/or Zillow. This is why the Revdex.com must investigate because I am almost surely more the rule than the exception (this can be explained further when time called for).
 
This is a massive publicly traded company that -- based on two irrefutable pieces of evidence and Zillow’s reply -- seems to intentionally hide its billing practices in order to pad its profit margin.
 
This is the most logical and objective conclusion considering Zillow offered no notification online or via billing emails that it was billing me or that I had a fee-based membership (to which a Zillow manager acknowledged). If Zillow is arguing that its policy is to bill clients without offering them any way to know of such, when logged in to Zillow/Trulia, as well as to not send any invoices, and if Zillow calls this it’s normative terms and conditions, then Zillow is acknowledging that it intentionally hides billing.
 
I love some of Zillow’s products. But if it by design bills individuals in a secretive fashion, which it by implication is admitting, then that’s a serious issue that the Revdex.com should explore considering, again, this is a multi-billion dollar *publicly* traded company with a de facto (near) monopoly on the real estate advertising industry. 
 
Sincerely,[redacted]

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.
Sincerely,
[redacted]

To whom it may concern,
 
I have researched [redacted]'s Zillow Group account, and in her contact notes I see that her sales rep Agnes M[redacted] has reached out to our billing department and her General Manager to process a refund on 12/17/15. The billing department will process this...

request within 5-7 business days. If [redacted] has not received a phone call regarding the issue from Agnes M[redacted], I suggest that she contacts her rep to speak about the refund to confirm it will be processed. I have included her sales reps information below.
Email [redacted]Phone [redacted]

This individual has been in correspondence with our team today via email. As mentioned in that correspondence, the two profiles have been removed from both Zillow and Trulia as requested. There is no further action to take at this time.

Complaint: [redacted]I am rejecting this response because:
Zillow is clearly misrepresenting it's products and services. The sales reps verbally promised something that was not delivered. It's easy to tell someone to continue to give it more time when they are collecting the money and not delivering any leads to their customers. The rep absolutely stated that there would be a number of leads each month. There was one lead in 2 1/2 months. That was not what I signed up for. I specifically asked for expectations and was told that with the amount I was paying I would absolutely receive several leads per month. Some agents receive dozens while others only receive a handful. I didn't receive either and am skeptical that they ever even served the impressions. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Again, this is still a loop, going in circle, with no resolution.  
I am a premier agent and purchase service from Zillow.  However, I cannot get any resolution on this issue.  It's now been over a month with no resolution.  I have called the number below: [redacted] and emailed the address below:  [redacted].  I am still being sent in circle.   The agent again states that they are unable to assist me and close the ticket.   
It would be nice to get this issue resolved.  I am confused as to why such a simple issue cannot be resolved by a major company.
Since you are a premier agent you can call our direct help line at [redacted] for immediate assistance, please call from your primary account number [redacted] so you get priority support. Also, you can email our Agent Care department at [redacted]. Sincerely,[redacted]

To Whom It May Concern:
I have heard from Tami, who is [redacted]'s sales rep, and she has notified me that [redacted] has a past due balance of $181.00. Once she pays the $181.00 past due balance, we will cancel her $151.00/month subscription. The $30.00/month subscription was just added last month, so she...

will have to continue paying the $30.00/ month until the end of her six month contract.
Additionally, I have checked [redacted]'s inbox and she is receiving several leads, some of which show replies from her. [redacted] has already received five leads in the month of October, and received seven leads in the month of September. These leads can be accessed by [redacted] if she goes to her inbox on her Zillow profile.
If [redacted] has further questions, she can contact Tami at [redacted].

Complaint: [redacted]I am rejecting this response because:
I cannot understand why you can not find me in your system find it amazing I also responded with names and other info pertinent to my complaint.
Dave w[redacted] supervisor Allan salesman and Kirby l** was assigned 
check under my email [redacted]Sincerely,[redacted]

To whom it may concern,
I have spoke to Postlets regarding [redacted] account and verifiedShe did use false addresses mainly on [redacted] in Houston (street addresses [redacted]). [redacted] was the only valid address and we did receive her listings from the MLS...

at one point for that location. We don't permit any false information, and approximate addresses are considered to be false addresses.
Also, if she does have exclusive listing agreements to advertise a large, multi-family apartment (50 or more units), she should list the property through her MLS instead to avoid any misunderstanding. Realtors advertising large, multi-family apartments may be considered to be apartment locators if we don't receive a corresponding listing from the MLS.
As long as she agrees to abide by our policies and post only her listings are exclusive, we can reactivate her account. However, her previous listings will deleted since some of them violate our Listings Quality Policy under our Terms of Use.

Complaint: [redacted]I am rejecting this response because:
1.  You have made a mistake. We are owners.
2. Who do you have that is the authorized representative?
3. Who is providing advertising that conflicts with owner originated advertising?
Your prompt and meaningful reply is appreciated in advance.
Sincerely,[redacted]

As mentioned previously, the Zestimate is calculated by a software program using the facts available for the individual home. Since the estimate is the result of a computer-generated calculation, it is not something that can manually be edited.  The current Zestimate model uses millions of data points specific to an individual property when calculating an estimate for a home. Any differences in data between two properties could result in a different Zestimate calculation. While certain attributes for a home may be similar to a neighbor’s home (beds/baths) other data points may differ (past sale prices, tax records, etc). 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. It is not an appraisal and we make this clear on our website (http://www.zillow.com/zestimate/).
At this point, we would recommend the homeowner includes their own estimated value on the property page in the Zestimate Details section. If the home is actively listed with a real estate agent, the agent can log into their Zillow account and provide an agent note that displays the same information. This provides the opportunity to explain what you feel your home is worth given its unique features and include the appraised value on the property page.
While we monitor customer feedback for systematic issues with the Zestimate algorithm, we do not change or remove individual Zestimates in response to customer feedback. We’ve shared this feedback in an effort to improve the Zestimate algorithm as a whole in the future. For more information about the Zestimate algorithm, please review the information we provide to all users on our website: http://www.zillow.com/zestimate/.

This individual is correct in that Zillow is not a licensed appraiser which is why Zillow does not provide appraisals. Again, we'd like to stress the Zestimate is an estimate and we make this clear to all users on our site. See attached. There is no further action we can take at this time, as we do not remove individual Zestimates from our site.