Zillow Group, Inc.

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,
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:   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]

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.

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.

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]

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]

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.

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.

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

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]

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.

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.

In searching our site, we were unable to find any active listings for the property address in question. The property page for this home has an "off market" status. This means the home is not listed for sale or for rent and does not appear in any for sale/for rent search results. Please see the...

attached screenshot for reference or visit the inactive property page here:[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. 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 from Zillow.
 
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 but we do not remove entire pages from our database or remove public record information.
 
For more information, please review our Terms of Use and Privacy Policy.

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.

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.

To whom it may concern,
I have researched [redacted]'s account and on December 22nd, 2015 the Cancellation department manager noted her account that he called her and left a voicemail apologizing and expedited her refund for her. She should receive the refund in 5-7 business...

days.

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.

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.

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/