Zillow Group, Inc.

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/.

Complaint: [redacted]I am rejecting this response because:
Your Zestimate is impacting the perceived value of my hoome.  I don't care how you excuse this, but the fact is you are negligent in providing the tools for home owners to correct your valuation of my property.
You only have to look at the history and value of other houses in my neighborhood to know your system is wrong.  Your own estimation tools show the valuation to be wrong.  Your Zestimate graph took a hit of 20% in December for no apparent reason when other similar properties for sale in the sale neighborhood show no such drop.
Nothing you have done enables me to correct the libelous valuation of my property.  I request you either remove the Zestimate from my property as these are false statements regarding the value of it, or correct the value using your own valuation tools that are capable of removing homes that are invalid comparisons (comps).  Sincerely,[redacted]

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,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I checked the Trulia listing and saw that the photos have been removed and that just a Google street view image remains (which I blurred through Google sometime back). 
I really appreciate Zillow/Trulia taking care of this issue so quickly.

Complaint: [redacted]
Hello [redacted],
 
I reject the decision to close my case and respectfully request my case be reopened. Below you will find the last request I made to Peter C[redacted] for my full refund. 
The response received from Zillow regarding my complaint with Revdex.com which instructed me to contact Peter C[redacted] was not appropriate since as I had stated
when filing my complaint with Revdex.com, I had requested Peter C[redacted] to refund my money by phone  and via email and he just kept ignoring my requests.
 
 
Thank you,
 
[redacted]
 
 
Forwarded conversationSubject: Cancellation of membership and refund request------------------------From: [redacted] <[redacted][email protected]>Date: Tue, Jan 19, 2016 at 12:13 PMTo: [redacted]@zillow.com
Peter C[redacted],
 
I am just following up on our phone conversation. As I mentioned to you, I would like to confirm cancellation of the Zillow membership. The membership with Zillow did not provide ANY leads at all in the 6 month time frame that I have had the membership, which was the whole reason for the membership. Your excuse was that  the area my membership covered was small to which I do not agree. For the area for which I was paying for and the amount paid for 6 months (more than $600) I should have had at least a few leads.
 
I believe this membership is nothing more than a scam and request FULL refund of the membership fees paid to you (more than $600). 
 
Or I will be contacting the Revdex.com.

This email is in response to the most recent response for original Revdex.com complaint #[redacted] signed a contract when he signed up for advertising with Zillow Group. If he would like to discuss the contract in detail please have him contact his sales rep, I have added the sales rep information below. [redacted] account shows that his contact has been cancelled as of 12/1/15.
 
Kirby L**
[redacted]
Phone [redacted]

We display property information on Zillow 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. The data posted on our site is regarding properties, not...

an individual. 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 property pages or public record property information from Zillow. We provide homeowners with the opportunity to edit a number of facts that appear on their property page. By editing the home facts directly, they can ensure your home information is as up-to-date and accurate as possible but we do not remove entire pages from our database. The property page containing public record data will remain on Zillow. For more information, please refer to our Terms of Use (http://www.zillow.com/corp/Terms.htm)  and Privacy Policy (http://www.zillow.com/corp/Privacy.htm).

To Whom It May Concern:Zillow Group does not get involved where legal accusations between agents and consumers are concerned. If this user would like to take this any further, they can have their lawyer contact our legal department at the address below.Zillow Legal Department1301 2nd AveFloor...

31Seattle, Washington 98101

To Whom It May Concern:[redacted] can cancel [redacted] so he will not be billed another month. If [redacted] would like to discuss this further, I've included [redacted]' manager's contact information below, as well as our cancellations department.Cancellations - [redacted]@zillow.comWill C[redacted] - Senior...

BC Manager - [redacted]@zillowgroup.com (720) 550-5627Nasir Z[redacted] - [redacted]@zillowgroup.com (720) 258-4525

the property address is [redacted]...no options are shown to delete listing [redacted]

The Zestimate is an estimate calculated by a computer-generated algorithm. As a result, we cannot manually change or remove individual Zestimates. The Zestimate is calculated from public and user-submitted data for each individual home, taking into account items such as home facts (beds, baths, sq...

ft), sale history, and tax history. Most upgrade information is not in the public records and is not easily quantifiable. 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. While we do utilize user-submitted data that is measurable (e.g., additional bedroom count, bath count, and square footage), there is no way for us to systematically gather and verify the type of remodel or build information where the value is based upon how the final product appeals to the buyer. Because of this, the algorithm can't use that information.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 intended 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 manually 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/. There is no further action we can take regarding this request.

Zillow receives property data from public records and from homeowner-provided submissions. Property pages are not directly managed by Zillow. Rather, we provide homeowners with tools to edit a number of facts that appear on a property page. In order to look into this matter further, we need this...

individual to provide the complete property address for this rental listing. We were unable to locate a listing based off the information previously provided. Once we have the listing address, we can provide further assistance with this request.

As requested, we have canceled the active rental listing for this property on our site. If this individual needs assistance in the future, the Zillow Consumer Care Team can be reached through our Help Center at http://www.zillow.com/help.

Complaint: [redacted]I am rejecting this response because:  Zillow indicates that they are utilizing "public documents" to post the information of homeowners information to their sites.  Apparently, wherever they are getting their information must have very bad data because, if this comes from public records from our court records, it is a "joke".
Zillow indicated that they allow tools on their web site for homeowners to update or change date.  Why should I, or any homeowner, be the one to make changes to Zillow's erroneous data?  Plus, one has to make an account to make the changes.  More personal information that Zillow gathers.
Zillow is probably making mucho money from their web sites on the backs of homeowners.  But, I guess that is "capitalism" at its best!
Yes, I was in contact with the Zillow personnel; of course, to no avail.  I am attaching some of the email correspondences with this company.  This is not a "life and death"; therefore, it is useless to continue the back and forth with such a company.  I thank the Revdex.com for the assistance in attempting to get Zillow to perform a "decent" task.
 
Respectfully Submitted,
[redacted]
 
 
 
Sincerely,[redacted]

We display property information on Zillow to provide consumers with transparent real estate information. We receive this information from public records 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 a property page. By editing the home facts directly, a homeowner can ensure the home's information is as up-to-date and accurate as possible but we do not remove entire pages or public record information from our database. If this individual needs further assistance updating the home facts on this property page, we encourage them to reach out to our Consumer Care Team via our Help Center: www.zillow.com/help. For more information, please review our Terms of Use (https://www.zillow.com/corp/Terms.htm) and Privacy Policy (https://www.zillow.com/corp/Quality.htm).

Complaint: [redacted]
I am rejecting this response because:I have not worked with either of the reviewers, they were not a seller or buyer and they said that in the review.I would like the reviews in questioned to be escalated to department that supervises the Zillow Ratings Review Moderations Team, as they are following their guidelines that are established by Zillow, as referenced below and apparently do not understand the difference between a buyer, seller and prospect, tenant, sales listing and rental listing. Once again the reviews in questions were not posted by a Buyer or Seller per their review guideline. Can anyone write a review?Only buyers and sellers who have communicated, or worked with an agent can write a review and submit a rating on that agent. Note that we do provide a Service Provided category for "Never responded to my inquiry" for cases where a Reviewer contacts an agent but does not receive a response. So, reviews may be left for cases of "attempted contact". Reviewers must register and create a profile on Zillow, then indicate the appropriate "Service Provided" option: the agent helped them buy or sell a home, or both, they shopped but didn't buy, listed but didn't sell, etc. A review cannot be submitted for an agent "on the other side" of the transaction. For example, we would not permit a review from a home buyer left for the agent representing the home seller. Zillow will determine whether such a relationship exists at our discretion and based solely on information contained in the review itself, or upon subsequent requests for clarification from the Reviewer, where we deem such clarification necessary. 
Sincerely,
[redacted]

To Whom It May Concern:I have removed routing numbers from [redacted]'s profile. The routing number still routed all of [redacted]'s calls to her phone, and is there as a tool for agents. Zillow does not use this data except to log calls on behalf of the agent for their inbox. Additionally, it is free to...

advertise listings on Zillow, and it is up to the agent whether or not they put their listings on our site. If [redacted] would like, I would be happy to remove her profile and listing from Zillow. If she would like to get in touch with support in the future, she can email [redacted]@zillow.com.

Complaint: [redacted]
I am rejecting this response because:I believe when a company does not apply a consistent set of practices (i.e. changing valuation methods/calculations) they should at a minimum keep historically published data in tact and not alter past results to fit this new methodology. This is a substantial red flag in most business situations as historical data should stand as published and not be revised. In addition, I believe there is a significant flaw in this new methodology as homes nearby with similar specs have a Zestimate closer to the original valuation of my property than the new one. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
Your response is factually inaccurate. I have attached copies of email correspondence with Zillow to prove that we both have made attempts. The client DID submit a revised review and Zillow
but Zillow added it as an additional review instead of replacing his initial review  - I have attached a copy. He then removed it and attempted again to change it but Zillow did not accept the change
and it showed again as a different review.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Nothing has been done other than finally terminating the contract after...

requesting to do so and contacting an attorney for consultation, but they have not refunded my money, instead they are asking me to settle with a payoff on top of what they took from me a total of two additional months. I do not mind doing that if what I sgned up with was honored from their side, instead I am paying for a service that has not been provided.Sincerely,[redacted]