Zillow Group, Inc.

We apologize for any confusion.  Listings are sent to Zillow through a variety of sources such as partners, brokers, agents, third-party listing feed providers, and in some cases, directly from an MLS. Since agent listing feeds are controlled by a third-party, Zillow does not have access to...

directly update this listing. In reviewing our records, we do see that this individual's real estate agent reached out to us yesterday 9/7/2017 after our office was closed (Ticket #4086149). We make every effort to address all requests as quickly as possible in the order we receive them and a member of our Agent Care Team will follow up with this real estate agent directly to help troubleshoot the listing feed issue today.  If this individual needs assistance in the future, we encourage them to contact our Consumer Care Team through our Help Center at www.zillow.com/help.

Complaint: [redacted]I am rejecting this response because:1. The Americans with Disability Act, Titles II and III provide for "effective communication of complex matters" accommodation requests.   Accommodations from the business are requested in the form of a phone call (to my number on file)  from an executive at the business to assist me in understanding what an ad acceptable to the business would look like.2. I did not intentionally violate the policy.  I continue to want to work with you to be able to advertise.3. I had used your service in 2013? and 2014 without complaint.4. You changed your policy during 2015. All your communications were cryptic and not understandable. I asked many times for assistance to comply with your policies. I requested a phone call to assist me in understanding your refusal to post my advertising.I reached out to a number of corporate phone numbers including key executives without success.4. The Americans with Disability Act, Titles II and III provide for "effective communication of complex matters" accommodation requests.   My preferred method of communication is in writing and accompanied by a phone conversation. My phone no. is on file.At the end of the day, all I am asking for is assistance by phone in placing an ad for my property. I can be reached at [redacted]Sincerely,[redacted]

Complaint: [redacted]0987I am rejecting this response because:Sincerely,[redacted]

Hi [redacted],
Since you were in contract you will not be receiving a refund. To discuss this further please contact Jami T[redacted]. Her information is below.
Jami T[redacted]
[redacted]@zillow.com
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12415602, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: the business response did not provide any final conclusion/resolution. Once I receive the final response for the business, I will respond accordingly. Again, what I am requesting is : 1. there be no negative information recorded on my account or on credit bureaus. 2. there be no balance due since I cancelled account . The business should not have provided any services that I did not pay in advance for or authorize.....and then charge me for  services they may have provided without my authorization.  Sincerely,[redacted]

Zillow receives foreclosure and pre-foreclosure information from a third-party that aggregates public records data. On occasion, this information can get misreported to us which looks to be the case here. The foreclosure status has been removed and the update is effective...

immediately. 
 
Regarding the request to remove the inactive property page entirely, this is not something we can do because the home is linked to data sent from public records. 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 and from homeowner-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 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 assistance in the future, we encourage them to reach out to our Consumer Care Team through our Help Center at www.zillow.com/help.For more information on our policies, please review our Terms of Use and Privacy Policy.

Although Trulia and HotPads websites were acquired by Zillow Group, each brand and website operate separately from one another. This individual contacted our Zillow.com Help Center requesting to have their profile closed. At that time, we closed the Zillow.com profile...

but Zillow.com does not have functionality to close profiles for other brand websites. The Zillow.com Consumer Care Team submitted requests to both Trulia.com and HotPads.com on this individual's behalf to assist with this request on these respective sites (Ticket Number [redacted]).  Beyond this, there is no further action we can take at this time as the Zillow.com account has already been closed.  For assistance with HotPads.com, we recommend users visit their Help Center directly for faster assistance: https://help.hotpads.com/hc/en-us. If this individual needs further assistance regarding Zillow.com, we encourage them to reach back out to us by responding to our previous correspondence or through our Help Center: https://zillow.zendesk.com/hc/en-us.

Complaint: [redacted]I am rejecting this response because: Contract has give and take, and I paid for some thing that I have not received as of yet.  Will be calling again!!Sincerely,[redacted]

Complaint: [redacted]
We are rejecting Zillow's response because Zillow is not being truthful and continues to use our personal information for the profit of their company, despite being warned about security and safety issues that are caused by their actions. Despite our written demand that they cease publishing our detailed personal information, they have disregarded our request and continue to insist upon publishing personally identifiable information about us and our home and financial matters so they can sell this information for their own profit. By publishing and selling this information against the wishes of the homeowner, Zillow and its representative Angelica assume the full risk of injury to the homeowner that is caused by Zillow's action and blatant disregard for the safety of others. If it is to be perceived as a good public citizen, Zillow has the clear responsibility to take requests such as ours on a case-by-case basis, and comply with the homeowner's request to be removed from their website. Refusal to do so demonstrates a lack of integrity and concern on Zillow's part by treating homeowners who chose not to list their information on the Zillow websites with such shocking disrespect and hostility.
 
[redacted] and [redacted]

Complaint: [redacted]
I am rejecting this response because:Zillow's pat answer for this problem is all over the internet....."our estimate is an estimate, not an appraisal".  Zillow is creating a false narrative to fit in with their faulty "proprietary algorithm".  If I owned Zillow, was the CEO of Zillow or was just an average employee of Zillow, I would not be too proud of this algorithm that they created.  Whoever created that should be fired, it makes no sense.  It is simply a gimmick that hurts the consumer.See definitions below, these prove that Zillow's belief system in their company's policies is INCORRECT.  An APPRAISAL or ESTIMATE of something is THE VERY SAME THING, SAME DEFINITIONS.AppraisalDefinition according to [redacted]  an act of assessing something or someone.  Synonyms: assessment, evaluation, estimation, judgement, rating, gauging, sizing up, summing up, consideration.Definition according to [redacted]   the act of estimating or judging the nature or value of something or someone.Definition according to [redacted]   the act of judging the value, condition, or importance of something.EstimateDefinition according to [redacted]  roughly calculate or judge the value, number, quality or extent of.   Synonyms: calculate roughly, approximate, guess, evaluate, judge, gauge, reckon, rate.Definition according to [redacted]:   appraise the worth of, to value, appraise.Definition according to [redacted]   an opinion or judgement especially of the value or quality of something in my estimate, approximation of the size or cost of something.So, Zillow's lame argument does not hold water.  Zillow also says that their "algorithm" takes into consideration tax assessment.....my tax assessed value is $1,4000,000 and Zillow has my property "estimated" at $477,000.....does that make sense AT ALL?  No.   Zillow has my "rent zestimate" at $1450 PER MONTH....I have rented this property out for $3500 PER WEEK, MANY TIMES....so the REAL, ACTUAL rent on my property is TEN TIMES what Zillow says it is.  Does that make sense AT ALL?  No. This is why Zillow has many class action lawsuits in many states against them at this time (and in the past).My expectation is that Zillow will remove my property from their website immediately.My expectation is that Zillow will cease and desist, and remove their fake "zestimate" from their website entirely because it hurts the consumer.  
Sincerely,
[redacted]

This individual reached out to us in March of this year regarding the Zestimate of their home. To recap, the Zestimate is an estimate derived from a computer-generated formula. Some of the data used in the calculations include physical attributes, tax assessments, and prior and current transactions....

In looking at the property event logs for this home, this homeowner did update a number of home facts for their property after claiming ownership of the home. Updates to the home facts will be factored into a home's Zestimate calculation. However, if the updates are not significant enough to impact the home's value, the Zestimate may not change. Or, the estimate could increase or decrease based on these changes. Regarding the price per square foot reported, this is calculated by taking the price the home last sold for and dividing it by the reported finished square footage. In this case, the home is reported as sold for $255,000 by Maricopa County public records. The square footage is reported to us as 2724 sq ft. This is why the price/sq ft is reported at approximately $94/sq ft.We understand that some homes may be unique in ways that are not well captured by existing data. To provide more information on a home's value, we encourage homeowners to include their estimated value in the ‘Owners Estimate’ section of the property page.  This provides the opportunity for them to explain what they feel your home is worth given its unique features. 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 simply an estimate using the data available for each individual property and is meant to be a starting point in determining a home’s value. Again, it is not an official appraisal.  While we monitor customer feedback for systematic issues with the formula, we do not change individual Zestimates in response to customer feedback.  For this reason, we do not manually change or remove Zestimates. To learn more about the Zestimate, we encourage all of our users to visit this link: http://www.zillow.com/zestimate/.

To Whom It May Concern:
[redacted] has spoken to Morten and they have resolved the issue. [redacted] will be refunded the amount that he paid. Please let me know if you have any questions.

The Zestimate is an estimate calculated using 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. We cannot manually change, edit, or remove individual...

Zestimates.It is a fluid number that can and will change based off the data received by the algorithm. Changes to the home's facts may be factored into a home's Zestimate calculation. Depending on what changes were made, the Zestimate may not change or could fluctuate while the algorithm takes these changes into account. Some fluctuation is normal and expected which is why we also provide a Zestimate Range on the 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.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 ([redacted]).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 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: [redacted].

Thank you for your email. If you use your primary account phone number and email address when calling/email the information below, you will be prioritized and not sent in circles. Hope this helps resolve your issues.
 
[redacted]

As mentioned in our previous correspondence with this individual, Zillow does not remove public record data or entire property pages from our website. To recap, we display property information on Zillow to provide consumers with transparent real estate information. Our mission is to empower...

consumers with information and tools to make smart decisions about homes, real estate, and mortgages.
 
We receive property information from public records gathered from each county and from user-provided submissions.  As you can see from the attached screenshot, this information is publicly available via the county, to all persons. This is essentially what gives Zillow the right to publish such data on our site. For this reason, we do not remove public record property information from Zillow.
 
Regarding the "Sold" status, this is tied to the public record data we received and we do not have a way to remove it. 
 
We provide homeowners with the opportunity to edit a number of user-provided facts that appear on a 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 or remove public record information from our site.
 
For more information, please review our Terms of Use (http://www.zillow.com/corp/Terms.htm).

In reviewing our records, we have previously communicated with this individual regarding this request. To recap, the Zestimate is an estimate produced by a computer-generated algorithm using public and user-submitted data available for each individual home. As a result, we cannot manually change or...

remove an individual Zestimate. 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.Recently, we launched an update to the Zestimate algorithm. As a result, some Zestimates increased immediately, while some decreased. The change this individual is describing is due to the Zestimate algorithm being updated. When major improvements to the algorithm are made, it does re-compute the Zestimates for affected homes.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). 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 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/.There is no further action or information we can provide at this time.

Complaint: [redacted]
I am rejecting this response because:I AM using a YouTube video--and I added the link to the YouTube video a few days ago--but if you'll look at the attachment I added to my response (a screenshot of my Zillow profile from 16 April), their site states that my listing is "incomplete" because it's missing a video. Please see attachment for yourselves.
Sincerely,
[redacted]

To Whom It May Concern:
[redacted] has not gone through the channel I suggested, which was to email [email protected]. Additionally, Brent is not the name of Thaddius F[redacted] manager, so I do not know who she has tried to contact. Zillow tracks all incoming phone calls, and we have no record of the phone number [redacted] calling us since 10/27/2016. Again, if [redacted] would like to discuss this further, she can contact our cancellations department at [email protected].

To Whom It May concern,
Our Gold Package On Zillow is meant to show listings on Zillow as a Exclusive listing which has its own benefits on Zillow. 
I have researched her account and it looks like there has been a cancellation case completed for [redacted]. If you need further assistance...

please contact Her Sales rep.
 
DOMINIC M[redacted]
Sr Sales Executive[redacted]zillow.com[redacted]