Zillow Group, Inc.

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.

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 throughout the process and was able to successfully post this listing today. 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.

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]

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:
There is no records indicating any phone calls to anywhere in the company during the month of July. Our system automatically logs any inbound calls from [redacted] will not be receiving any further refunds and the number she mentioned in her previous Revdex.com requests is not the Agent Cr. We have already made an exception by giving her a partial refund, and this is all she will be receiving.

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.

Thank you for the email. I have reviewed [redacted] account and spoke to both her Account Representative and Product Specialist that she was working with. [redacted] was co-marketing with [redacted] for free for over a year. When [redacted] contract moved over to month to month, [redacted] was charged for one...

month of exposure on her account. So technically she was charged $100 for 13 months of exposure. When [redacted] emailed in regarding cancelling her co-marketing, her account was cancelled immediately and she was not charged moving forward. [redacted] did receive free exposure due to [redacted] contract. If [redacted] would have not paid her contract in full then [redacted] would have paid her monthly co-marketing payment throughout the first year. I have added a link below that goes over the co-marketing policies. [redacted] account has been reviewed by management and they decided that she will not be reimbursed. 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.
http://www.zillow.com/comarketing/faq/

Complaint: [redacted]I am rejecting this response because: In terms of the reviews that were deleted, Zillow's response to "email "[redacted]@zillow.com is a joke. I was initially advised that this issue would  be addressed and then after weeks, was told if I wanted, I could obtain them by emailing the content email. When I finally got it, it was in Excel and the reviews were not complete; they were cut off. Luckily I didn't need them to get these reviews, since they were also posted on my corporate website.  What a joke. As I have stated before, they took my payments without question and then have the audacity to deligate work to me to clean up their mess, which took all afternoon and thanks to old emails and clients who moved, I'll never recoup these emails.In terms of text notifications, I called [redacted] and thee is nothing wrong with my end of this fiasco. Furthermore, I always got texted before and the problem has only occured since the inept Zillow/[redacted] merger. Since the beginning of my relationship with [redacted], I always opted for the text notifications. Bottom line, none of this addresses the fact that I signed up for services that were changed without notifying me.Zillow has the gall saying if it's not the right fit, I can cancel at anytime. As a matter of fact I couldn't. I had paid for Seller Leads and was locked in for a monthly fee through October. Just as a side note, the Seller Leads, while expensive were a complete waste of money. I got Leads with phoney numbers and leads from Brokers in the area. Gee, why would a Real Estate Broker who knows me, contact me if he's considering selling his home????????????????Sincerely,[redacted]

To Whom It May Concern:We have rendered service on the advertising that [redacted] was given based on her spend.  Since she has received her advertising from Zillow Group (exposure on our sites), we will not be issuing a refund.  She has also received many leads as well, so it has been good...

performance. The lead volume has to have generated some possible sales for her.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

To Whom It May Concern:
[redacted] is not being able to advertise her listings on Zillow is not tied to her paying to advertise with us. She has been blocked for posting her listings due to a violation of our spam listing policy, which is stated below.
http://www.zillow.com/corp/Quality.htm (section...

1.a), you are only permitted to claim listings that are contractually yours as the exclusive listing agent and active on the market. We understand that in some states agents are allowed to advertise open listings, however, on Zillow we do not provide the option to do this.
Due to this violation, [redacted] has been blocked from advertising her listings on Zillow and our affiliate websites.

Again, we would like to stress that the Zestimate is not an appraisal and we make every effort to educate our users that the Zestimate is only an estimate.  It is only a starting point and does not consider all the market intricacies that can determine the actual price a house will sell for. We make this clear to all users on our site (http://www.zillow.com/zestimate/).  We have shared this individual's feedback with our developers to improve the accuracy of the Zestimate algorithm as a whole but we do not have an option to manually change or remove an individual Zestimate in the manner this individual is requesting. As a result, our response remains the same and no further action can be taken at this time.

We apologize for any confusion. The messaging shown in the screenshot provided is regarding a Video Walk-through. Since the listing does not contain a video walk through (video taken from the Zillow App), this messaging will continue to appear. If you click on the link, it directs users to a page with instructions on how to add a video walk through to their listings. Again, we do not have a feature available to upload videos that appear on third party sites into the Video Walk-through section. Users can add links to third-party videos in the virtual tour section.  This user has already added a link to the third-party video. If they'd like a video walk through added to their listing, they can create one using the Zillow mobile app as previously instructed. There is no further action we can take at this time.

In reviewing our records, our team has already reached out to this individual earlier this week and the situation appears to be resolved. If this individual needs further assistance, we encourage them to reply back to our Agent Care Team directly through ticket #[redacted] for faster assistance.

To Whom It May Concern:
Our records show that [redacted] spoke with a supervisor, [redacted] on 1/27/17 and was issues a refund on 1/31/17.

Complaint: [redacted]
I am rejecting this response because: I cannot understand why they can't fully correct the sales history. Our purchase was completed in August 2016 and has been recorded for many months with the county register of deeds. It seems very salient to their evaluations. 
Sincerely,
[redacted]

To Whom It May Concern:One of the listings posted by this individual was flagged as fraudulent by the homeowner. As a result, the profile was disabled. However, we have enabled the profile after further investigation.

Unfortunately, the information provided by this individual does not pull up an account within our database. If this agent can please provide additional information such as a Zillow profile URL and the email address associated with his Zillow account, we would be happy to look into this...

further.

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. In reviewing our records, our team has already been in touch with this individual and we were able to successfully post the 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 for fastest assistance.