Zillow Group, Inc.

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.

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.

The Zestimate is an estimate calculated using computer-generated algorithm. The Zestimate is designed to be a neutral, unbiased estimate of the value of a home based on publicly available and user-submitted data. For this purpose, it is important that it be based on identical information about homes...

(e.g., beds, baths, square footage, lot size, tax assessment, prior sale price) and that the algorithm itself be consistently applied to all homes in a similar manner. This ensures that there is no preference for some homes relative to others nor are there valuations based on facts that are not accessible to all Zillow users. For these reasons, we do not include appraisal values in the Zestimate calculation. The Zestimate is a fluid value that can and will change based of the data received for a home. Although Zillow strives to provide accurate home valuations, it is meant only to serve as a starting point in determining a home's value. It is not intended to replace a comparative market analysis or an appraisal, as they can take into account market intricacies that the Zestimate cannot. Zillow makes this clear on our website: http://www.zillow.com/zestimate/ and in our Terms of Use: http://www.zillow.com/corp/Terms.htmWe understand that some homes may be unique in ways that are not well captured by existing data and our current Zestimate model. To provide more information on a home, we encourage user to include their estimated value by providing an owner's estimate in the Zestimate Details section of the property page. 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.We cannot manually change, edit, or remove individual Zestimates. While we monitor customer feedback for systematic issues with the algorithm, we do not change or remove individual Zestimates in response to customer feedback. Reports of possible issues with Zestimates are recorded to help with efforts to improve the algorithm as a whole in the future.

Complaint: [redacted]I am rejecting this response because:
Contacts are time sensitive, somebody at Zillow could have apparently sent these as they came in since they could not fix my log in issue.  These are worthless at this point.  Zillow and Trulia have not lived up to their contract, it should not be this hard.  Zillow agreed to advertise my profile to garner leads, my profile was not correctly applied from Trulia, 5-6 Zillow reps could not fix the issue.  I can supply numerous email chains of people trying to help and the problem remaining.  Sincerely,[redacted]

In reviewing our records, we have communicated previously with this individual regarding the Zestimate for her home and there is no new information to provide at this time. We do not manually change or remove individual Zestimates or entire property pages from our database. To recap, the Zestimate...

is an estimate calculated by a proprietary computer-­generated algorithm using the data available for each home. The algorithm uses public record and user-submitted data, taking into account items such as home facts, price history, and tax history.
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. The Zestimate is not an appraisal - it is an estimate. Zillow makes this clear on each property page and our website (http://www.zillow.com/zestimate/).
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).
To provide more information on a home, we encourage homeowners to make sure the home facts are up-to-date and to include an Owner's Estimate in the Zestimate Details section of the property page. This provides the opportunity to explain what they feel the home is worth given its unique features.
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 individual's feedback has already been shared with our team and it will be used to help improve the Zestimate algorithm as a whole in the future.
For more information on the Zestimate, please visit this link: http://www.zillow.com/zestimate/.

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]

Thank you for the response. [redacted]'s account has a past due balance on it and will not be given a refund. If [redacted] would like to discuss this further in detail please have him reach out to his business consultant and sales manager below.
 
Rachel B[redacted]
 
Michael C[redacted]
 
[redacted]

Zillow displays property information to provide consumers with transparent real estate information. We receive this information from public records gathered by a third-party data collector from each county and from user-provided submissions. 
 
In checking our database, the property in...

question currently appears with an "off market" status with no active listings posted to the page (see attached). An off market status means that home is not actively listed For Sale, For Rent, or as a Foreclosure and does not appear in any active listing searches on our site.  
 
Property data appears on Zillow regardless of if a home is actively listed for sale or not. 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 entire property pages from Zillow. 
 
For more information, please review our Terms of Use and Privacy Policy.

We apologize for any confusion regarding the Zestimate that appear on our site.  The Zestimate is an estimate produced by a computer-generated algorithm using public and user-submitted data available for each individual home. Because the specifics of the Zestimate calculation are proprietary,...

we cannot provide more information on specific reasons for an individual change.Please keep in mind that the Zestimate is not a fixed value. 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. 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. The Zestimate is not an appraisal - it is an estimate. We make this clear on each property page and our website (http://www.zillow.com/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 manually 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.To learn more about the Zestimate, please visit this link: http://www.zillow.com/zestimate/.

To Whom It May Concern:We currently only offer phone support to our paying customers, however we will follow up over email to give [redacted] assistance with her account.

Complaint: [redacted]
I am rejecting this response because: this is is a fake review from a person who I've never done any kind of business with, nor have I ever interacted with them in any way. The review is disparaging my name and reputation. It is defamatory. If you believe that this is not a fake review then verify the identity of the reviewer.  I do not mind receiving a negative review if I've done that work but my name should not be smeared by someone who may have a vendetta against me outside of real estate business and has created a fake account with a fake name most likely to describe a situation that has never occurred in the past and that I have had no party too.     If this review is allowed and then I can go on any of my competitors Zillow profiles and post negative reviews making up negative stories and making up fake names. I have never had a negative review in the 12 years I've been in business and I will fight this to the bitter end  
Sincerely,
[redacted]

The Zestimate is an estimate that is automatically calculated by a computer-­generated algorithm using the data available to us for each home. The algorithm uses public and user­-submitted data, taking into account items such as home facts, price history and tax history. As a result, we cannot...

manually change or remove an individual Zestimate.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. The Zestimate is not intended to replace a comparative market analysis or an appraisal, as they can take into account market intricacies that the Zestimate cannot. Zillow makes this clear on each property page and our website (http://www.zillow.com/zestimate/).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 our 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). We understand that some homes may be unique in ways that are not well captured by existing data and our current Zestimate model. To provide more information on a home, we encourage homeowners to include their estimated value by providing an owner's estimate in the Zestimate Details section of the property page. This provides the opportunity to explain what they feel the home is worth given its unique features.While we monitor customer feedback for system wide issues with the algorithm, we cannot change or remove individual Zestimates in response to customer feedback. Reports of possible issues with Zestimates are recorded to help with efforts to improve the Zestimate algorithm as a whole in the future. For more information on the Zestimate, we encourage all of our users to visit this link: http://www.zillow.com/zestimate/.

Zillow 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 so long as it meets our Listing Quality Policy...

guidelines (https://www.zillow.com/corp/Quality.htm). There have been some delays with this new system site wide and have been working to get listings reviewed and posted as quickly as possible. We were able to successfully approve the For Sale By Owner listing: https://www.zillow.com/homedetails/[redacted]_zpid/. 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 for faster assistance.

As mentioned in our previous correspondence with this individual, we cannot manually change or remove individual Zestimates. The Zestimate is an estimate calculated using a proprietary computer-generated algorithm. The current Zestimate model uses millions of data points when calculating an...

estimate on each individual home. Any differences in data between two properties could result in a different Zestimate calculation. If the home facts were edited when posting the home for sale, the Zestimate may be recalculated to incorporate the new data provided about the home.
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. The Zestimate is not intended to replace a comparative market analysis or an appraisal, as they can take into account market intricacies that the Zestimate cannot. Zillow makes this clear on each property page (screenshot attached) and our website (http://www.zillow.com/zestimate/).
We encourage 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). We understand that some homes may be unique in ways that are not well captured by existing data and our current Zestimate model. To provide more information on a home, we encourage homeowners to include their estimated value by providing an owner's estimate in the Zestimate Details section of the property page. This provides the opportunity to explain what you feel the home is worth given its unique features.
While we monitor customer feedback for system-wide issues with the algorithm, we cannot change or remove individual Zestimates in response to customer feedback. Reports of possible issues with Zestimates are recorded to help with efforts to improve the Zestimate algorithm as a whole in the future. For more information on the Zestimate, we encourage all of our users to visit this link: http://www.zillow.com/zestimate/.

Complaint: [redacted]
I am rejecting this response because:it is not an actual response.  The company still owes me $140.  Please consider this case unresolved.  The admitted that they did not have authorization to continue to charge my account, so finally refunded $1000, but they also caused 5 Overdraft charges and have only agreed to refund one.
Sincerely,
[redacted]

To Whom It May Concern:[redacted] does have a signed contract with Zillow Group. I have attached a copy of the document in which he agreed to our terms and conditions, which can be found here. [redacted]. The card on file was updated to [redacted]'s on 6/15/16 by Sandy when she...

called into our billing line. Since Sandy had the card information (including the CVV code, meaning she physically had the card) and [redacted]'s name was on the contract, we updated the billing per her instructions to pay the past due amount. If [redacted] would like to discuss this further, he can contact [redacted].

To Whom It May Concern:
If [redacted] would like to cancel he may contact [redacted] to discuss this. I've also included a link to our terms and conditions below.
[redacted]

As mentioned previously, the Zestimate is an estimate calculated by an algorithm each day based off the data available for a home. We do not manually edit or remove individual Zestimates. It is designed to be a neutral, unbiased estimate based on publicly available data.  While editing the home facts can trigger the Zestimate to recalculate, it may not accurately reflect the upgrades or remodels for this home.  We do not know about home updates and remodels unless they have been reported to the local tax assessor, so these items are not used in Zestimate calculations. 
 
Although Zillow strives to provide accurate home estimates, the Zestimate value is meant only to serve as a starting point in determining a home's value. It is not an appraisal. We make every effort to educate home shoppers on what the Zestimate is and is not, both on the property page and on our FAQ page. 
 
It's important to remember that Zestimates track the market, not drive it. 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. If this individual would like to add their own estimated value on the property page, they can do so under the Zestimate Details section of the page but the Zestimate calculation itself will remain. Unfortunately, there is no new information to provide and our response remains the same. There is no further action we can take at this time.

To whom it may concern,
I have looked into this users account and it appears that this user was cancelled in December 2015. The dates that the user is looking for is before any cancellation date seen by Zillow. If the user would like to discuss orr dispute this further please contact...

[email protected].
They are also welcome to reach out to the users Sales rep. Their information is provided below:
Jay R[redacted]
Sr Sales Executive
[redacted]@zillow.com
[redacted]