Zillow Group, Inc.

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]

Complaint: [redacted]
I am rejecting this response because:I am confused as to why the third party data providors have to be hidden. The recent communication with the business has been unproductive. I cannot foresee any resolution being reached with the business at this point.
Sincerely,
[redacted]

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.

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 and photos that appear on a property page. By editing the home facts and photos directly, this ensures the home's information is as up-to-date and accurate as possible. While we do not remove entire pages or public record information from our database, we have removed any user-added photos as requested. The information that remains on our site is provided by public records and will remain.

In reviewing our records, we were unable to locate any previous correspondence from this individual. We are unclear of the property address associated with the listing. The property address originally provided ([redacted]) is inactive and has no For Sale listing...

associated with it.  In order for us to cancel an active listing on this homeowner’s behalf, we will need the complete property address. Please keep in mind that active listings are posted to existing property pages in our database. Listings can be canceled but inactive property pages will remain on our site until the owner or their agent decides to post another listing to the page. A user can cancel an active For Sale By Owner listing on Zillow using the steps below:-Sign in to your Zillow account.-Click on Settings underneath the My Zillow drop-down menu in the corner of your screen.-From your profile page, click on the Listings link along the light blue menu bar.-On the listings page, click Remove Listing next to the active listing you wish to cancel.-Select No Longer For Sale. This will cancel the listing on the property page and the real estate agent should then be able to post a new active listing to this property page when they’re ready. When Zillow receives the listing from the agent, the status will change back to For Sale again. If this individual needs further assistance, we encourage them to reach out to our Consumer Care Team via our Help Center at www.zillow.com/help.

Complaint: [redacted]
I am rejecting this response because:
They're most likely showing my information now that I complained, I can't confirm right now because I'm away from my office. However what I can confirm is that right below my listing was a blue catchy button that said "call agent" and that was not my number, I pressed the button and it connected me to Zillow customer service department to try to find me one of their agents, not me, I'm the actual agent for this listing, not Zillow! Very misleading. 
Sincerely,
[redacted]

We apologize for any frustration regarding this listing on Zillow. After searching our records, we see that this individual left us a voicemail earlier this week and one of our Consumer Care representatives is actively working with this homeowner to correct the issue.

In reviewing our records, we have communicated previously with this individual regarding the Zestimate and there is no new information to provide at this time. We do not manually change or remove individual Zestimates. 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 is only an estimate. It is not an appraisal and we make this clear on each property page and our website (http://www.zillow.com/zestimate/).  The amount of data we have for the house also affects the Zestimate accuracy. If home facts are incorrect or missing, a homeowner can update the facts which may affect the Zestimate. If the changes are not significant enough to impact the home's estimated value, the Zestimate may not change.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 applicable). 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 been shared with our team and it will be used to help improve the Zestimate algorithm as a whole in the future. There is no further action we can take at this time. For more information on the Zestimate, we encourage all of our users to visit this link: http://www.zillow.com/zestimate/.

We have remapped the icon (pin) for this property to the correct area as requested. The change can be viewed here: https://www.zillow.com/homedetails/[redacted]_zpid/. Thank you for alerting us of the issue and allowing us the opportunity to correct it.

The services Zillow provides to consumers is free of charge. We strive to address all inquiries as quickly as possible in the order we receive them, but we apologize for not being able to get in contact with this individual sooner. Upon further investigation, our team attempted to reach out to this...

individual regarding this issue (Ticket # [redacted]) but had not heard back from them. To recap, the listing for the property in question only appeared as a For Sale By Owner listing on our site. In order to make changes to an active For Sale By Owner listing, the homeowner must first be signed into the account they submitted the listing under. If they try to make changes to the listing while signed in to a different account/email address, they will get an error message stating only the listing agent can make changes. The "listing agent" in this case is the Zillow profile that listed the home for sale by owner. If this individual needs further assistance, we encourage them to reply back to our team's correspondence to them (Ticket # [redacted]) or they can contact us through our Help Center at www.zillow.com/help.

We appreciate the clarification and have updated this to reflect "Central" as requested. The change can be viewed here: https://www.zillow.com/homedetails/[redacted]pid/. If this individual needs assistance with these types of requests in the future, we encourage them to contact our Consumer Care Team directly via our Help Center (www.zillow.com/help).

Complaint: [redacted]I am rejecting this response because:
 
First, I'd like to thank Zillow's representative for being very gracious and generous with her  time in speaking with me and trying to rectify this situatiIon.
 
Second, I appreciate Zillow's representative following up from our call yesterday and figuring out where the problem is and who is responsible.  From your note previous received, it appears that a real estate agent is providing my number, which wasn’t authorized, and that Zillow has notified this agent of the problem.  However, unfortunately, this agent hasn’t taken any measures to fix this problem or been considerate of my frustrations as the problem is still occurring!
 
This afternoon at 3:13pm I received yet another phone call from an individual inquiring about the same house for rent at [redacted] in Queens (New York). I called this individual back this evening, her name is X and her number is XXX. In speaking with X, she said the Zillow posting had the following number listed, XXXXX, which then instructed her to call my cell. She said she didn’t know who the name was on the listing and she didn’t know if the ZXXXX number was an agent or not.
 
Can you please let me know how we can proceed?Sincerely,[redacted]

In reviewing our records, our Zillow Rental Management team was working with this individual yesterday to resolve the issue (Ticket [redacted]). The property page on our site does not display open house information and our team helped correct the issue with the description as requested:...

https://www.zillow.com/homes/414-[redacted]/. If this individual needs further assistance, we encourage them to reply back to our correspondence.

In reviewing our records, we have extensively communicated with this individual regarding the Zestimate for his home and there is no new information to provide at this time. We do not manually remove or edit 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 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 (screenshot attached) and our website (http://www.zillow.com/zestimate/).
 
To get a federally guaranteed loan, a law called FIRREA (the Federal Institutions Reform, Recovery and Enforcement Act) requires an appraisal from a professional appraiser. Without limitation, lending professionals and institutions are prohibited from using our services in making any loan-related decisions. Again, the Zestimate is our estimate - not an appraisal. You can use it in judging market trends and in calculating all sorts of things for your personal purposes. 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, we encourage all of our users to visit this link: http://www.zillow.com/zestimate/.

To whom it may concern:The property pages at [redacted] (https://www.zillow.com/homedetails/[redacted]_zpid/?fullpage=true and https://www.trulia.com/homes/[redacted]) were showing...

as 'Off-Market' on our site and have been queued for deletion from our site. Please allow 24 hours for the listing to be removed. Thank you,

In checking our database, we see that this individual has submitted a few tickets requesting assistance with rental listings. We strive to address all concerns promptly and sincerely apologize if our response has taken longer than expected. The tickets submitted by this individual have been...

escalated to our Zillow Rental Manager Specialist Team. A specialist from this team will reach out to this individual directly to address any concerns regarding this account and associated rental listings.

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 we have been working to get listings reviewed and posted as quickly as possible.  We were able to successfully approve the For Sale By Owner listings submitted under this account:https://www.zillow.com/[redacted]. 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.

Thank you for taking the time to contact us.  We apologize that we were not able to resolve the issues with your property page to your satisfaction when we last spoke on 4/9/15.Regarding the Zestimate for this property, this is an estimate derived from a computer-generated algorithm. The data...

included in this algorithm include physical attributes, tax assessments, and prior and current transactions. The Zestimate is simply an estimate using the information available to us for a property. Please know that we do not intend for the Zestimate to replace a comparative market analysis or an appraisal, as they can take into account market intricacies that the Zestimate cannot. The Zestimate is really meant to be a starting point in determining a home’s value. We cannot manually edit or remove the Zestimate from a property page.In looking at this property page, the Zestimate value is currently estimated at $418,888 based off of the data we've received. The Zestimate range for this property is 335,000 to 478,000. The Value Range is the high and low estimate market value for which Zillow values a home. The more information, the smaller the range, and the more accurate the Zestimate. While we monitor customer feedback for systematic issues with the algorithm, we do not change individual Zestimates in response to customer feedback.  We understand however, that some homes may be unique in ways that are not well captured by existing data. To provide more information on your property, we encourage users to include an estimated value in the ‘Owners Estimate’ section of your property page.  This provides the opportunity for a homeowner to explain what they feel your home is worth given its unique features. The option to post an Owner Estimate is provided in the Zestimate Details section of the property page.If you notice that your home facts are incomplete or incorrect you can also edit them. Updates to your home facts will be factored into your home's Zestimate, however, if the updates are not significant enough to impact the home's value, your Zestimate may not change. It may take up to 8 weeks for the Zestimate algorithm to fully incorporate any changes and stabilize after editing the home facts. In looking at the events for this property page, the home facts for this property have been updated almost daily over the last few months, and as recently as 6/3/15. Our website performs best when using an updated version of either Mozilla Firefox or Google Chrome as the web browser. Using an outdated web browser or a browser that is not compatible may result in an error message or issues with the site's performance.To learn more about the Zestimate, we encourage our users to follow this link: http://www.zillow.com/zestimate/.Thank you for your understanding.

To Whom it May Concern,I researched [redacted]'s account and found that her advertising was cancelled on 05/15/17. If she would like to discuss this further, she can contact [email protected].

The Zestimate is an estimate that is automatically calculated by a computer-­generated algorithm using the data available 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.  If this individual no longer wishes to advertise their home for sale on our site, please let us know and we can cancel the active listing. Please keep in mind that the property page itself and the Zestimate will remain on our site. Property data appears on Zillow regardless of if a home is actively listed for sale or not. 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 public record property information or Zestimates calculated using this data from Zillow. For more information, please review our Terms of Use and Privacy Policy.