Zillow Group, Inc.

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.

In reviewing our records, this individual has already been in contact with our Consumer Care Team and the issue was resolved. The active listing can be viewed here: https://www.zillow.com/homedetails/[redacted]/. If this individual needs further...

assistance, we encourage them to either reply back to the email they received or contact us through our Help Center at www.zillow.com/help.

Complaint: [redacted]
I am rejecting this response because:I figured it was an algorithm, but what I want to know is what specific event caused it to drop $22,000 while a competitive house around the corner's zestimate remained unchanged. Algorithms work off of hard data, so in this tiny area, what made it do that? You won't be disclosingyour algorithm by tell me what caused that drastic price drop. That house is going to be my main competition and it is simply unfair that your algorithm penalized me but had no effect whatever on that house. Its estimate remained at $375k. Why didn't it go down to $353k ?[redacted]
Thank you,
[redacted]

Complaint: [redacted]I am rejecting this response because:I'm done sending you (Zillow) messages and being passed around and given random answers. Since Zillow obviously cares so little about their reputation among the real estate brokerage community, or any level of commitment to customer service or satisfaction, I’m left with no choice but to take matters into my own hand and write reviews online shedding light on what has turned out to be the absolute worst experience I have ever had with an organization.I have emailed [redacted] stating the same.Sincerely,[redacted]

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]

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]

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.

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]

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/.

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/.

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/.

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]

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]

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. 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 entire pages from our database or remove public record information.However, we do provide homeowners with the opportunity to edit a number of facts that appear on their property page. We were recently alerted to a bug that was causing some home descriptions to revert to a previous user-provided description. This issue has been reported to our developers and weare actively working on a resolution to prevent this from happening in the future. In the meantime, the description on this property page has been manually updated to show basic information from public records (see attached) rather than the previous user-provided description. We have notified this individual that we will follow up directly to confirm once the bug has been fixed.

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] account. It looks like she signed a year contract. The end date of this contract is 9/16/16. I've added information below regarding Zestimate information. I've noticed that there is a pending cancellation on her account as of today...

(2/16/16). If she has any questions she can reach out to her sales representative.
The Zestimate home valuation is Zillow's estimated market value, computed using a proprietary formula. It is not an appraisal. It is a starting point in determining a home's value. The Zestimate is calculated from public and user submitted data; your appraiser physically inspects the home and takes special features, location, and market conditions into account. 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 (whenever possible)
Sales rep:
Sean N[redacted]
Business Consultant
[redacted]@zillow.com[redacted]

Complaint: [redacted]
I am rejecting this response because:Again, all lies. I contacted Zillow on June 8th NOT June 3rd. The person handling my account would never return my calls or emails. My account has always gotten billed on the 8th not the 1st of the month which is why I called on the 8th right after it appeared on my American Express. As previously stated I have contacted showcasetermination.com as they advised me to and no response from anyone there either. This is all games to Zillow and it seems as though they need to be taught a lesson by an attorney. The whole thing has been such a waste of time and money. Someone needs to stand up to these people.
Sincerely,
[redacted]

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:   This issue is not resolved as of yet.                                                            The complete address was provided in the original complaint but I would be happy to provide it again:                                                           [redacted] 
                                                          [redacted]                                                           I don't know what other information I could possibly provide to clarify the address any further.   This is the street address,                                                          the mailing address and the physical address on file for the purpose of property taxes.   Please advise as to what further                                                           information would be needed to clarify the address so that zillow can find it on their web page.                                                             There are two houses on this property but, the second unit, which is [redacted]., is not an issue as it has been                                                           rented for the last six years and is not listed with zillow.     We previously had a property manager who did not have all of her facts right and was not interested in getting facts correct.  For the last year Denali Real Estate is our property manager and they have also tried to repeatedly correct this so that we are advertising with ALL the correct information.   Denali Real Estate has alsobeen unsuccessful at getting the type of cooling changed on the property description with zillow.   If needed, I can show proof that the property has A/C and not evap cooling.    I have tried to change this online by following the prompts for landlords but have repeatedly been unsuccessful.   I appreciate your attention to this matter and hope we can very soon get this resolved.   We have had thousands look at this property on zillow and have had very little response but another property listed, that is more expensive and has A/C listed is showing frequently and we have heard from prospective tenants that when they see evaporative cooling, they move on because no one in their right mind would want evap cooling in the the summer in Arizona.   Thank you,[redacted]                                               
Sincerely,
[redacted]