Zillow Group, Inc.

Complaint: [redacted]I am rejecting this response because:
I just want to say, my "zestimate" went from $525000 to $385000 and lower after posting a negative review of Zillow on Yelp and consulting several real estate agents about selling my house. I find this to be highly unusual.  I updated my home features and this Zestimate did not change one iota. I believe Zillow manipulates prices and data.  They used to use information of homes sold in the area to estimate value, when the Zestimate for my house dropped suddenly by $200k the site said that there were no comparison values in the area all of a sudden. I believe Zillow is corruptly using data for their own ends and in their deals with real estate agents.  I would like all references to my personal property removed from zillow.  It's like bad gossip being spread.
Google searches for my address still bring up incorrect listings referring to my home. 
 
 
 
 
  
Caitlin (Zillow Help Center)
Mar 4, 8:29 AM
Hi Carol,Thank you for your reply and again, I apologize for any frustration this has caused. Can you please give me more information by what you mean that the properties are coming up incorrectly on Google?Can you please send me the full addresses of the properties you are referring to? I would be happy to investigate further. 
Kind regards,
CaitlinConsumer Care Lead
 
Carol Rafesco
Mar 3, 2:31 PM
Why is it when I do a google search for my properties they still show up incorrectly on Zillow, along with really bad Zestimates?
 
Caitlin (Zillow Help Center)
Mar 3, 2:19 PM
Hello,Thank you for your reply. Again, I apologize for any inconvenience this has caused. The listing is removed, you no longer have a Zillow account under[redacted], and you will not receive any more emails. Please let me know if there is anything else I can assist you with today. 
Kind regards,
CaitlinConsumer Care Lead
 
Carol Rafesco
Mar 3, 12:38 PM
yes!
 
Caitlin (Zillow Help Center)
Mar 3, 11:57 AM
Hello Carol,Thank you for contacting us regarding your account. I apologize for any frustration this has caused. I noticed you have an active rental listing on Zillow and wanted to be sure I fully understand your request. Did you want to unsubscribe from all emails? Do you want your listing removed and your profile disabled?I would be happy to assist you further. 
Kind regards,
CaitlinConsumer Care Lead
 
Carol Rafesco
Mar 3, 4:24 AM
GET ALL THIS CRAP OFF MY NAME AND EMAIL THIS IS AT LEAST MY THIRD REQUEST IF I CONTINUE TO RECEIVE SPAM EMAIL I WILL CONTACT THE Revdex.com
Caitlin (Zillow Help Center)
Mar 4, 8:29 AM
Hi Carol,Thank you for your reply and again, I apologize for any frustration this has caused. Can you please give me more information by what you mean that the properties are coming up incorrectly on Google?Can you please send me the full addresses of the properties you are referring to? I would be happy to investigate further. 
Kind regards,
CaitlinConsumer Care Lead
 
Carol Rafesco
Mar 3, 2:31 PM
Why is it when I do a google search for my properties they still show up incorrectly on Zillow, along with really bad Zestimates?
 
Caitlin (Zillow Help Center)
Mar 3, 2:19 PM
Hello,Thank you for your reply. Again, I apologize for any inconvenience this has caused. The listing is removed, you no longer have a Zillow account under[redacted], and you will not receive any more emails. Please let me know if there is anything else I can assist you with today. 
Kind regards,
CaitlinConsumer Care Lead
 
Carol Rafesco
Mar 3, 12:38 PM
yes!
 
Caitlin (Zillow Help Center)
Mar 3, 11:57 AM
Hello Carol,Thank you for contacting us regarding your account. I apologize for any frustration this has caused. I noticed you have an active rental listing on Zillow and wanted to be sure I fully understand your request. Did you want to unsubscribe from all emails? Do you want your listing removed and your profile disabled?I would be happy to assist you further. 
Kind regards,
CaitlinConsumer Care Lead
 
Carol Rafesco
Mar 3, 4:24 AM
GET ALL THIS CRAP OFF MY NAME AND EMAIL THIS IS AT LEAST MY THIRD REQUEST IF I CONTINUE TO RECEIVE SPAM EMAIL I WILL CONTACT THE Revdex.com

After verifying with county public records, we have updated the address on this property page to read: [redacted] **  [redacted]. The change can be viewed here: https://www.zillow.com/homedetails/[redacted]/. Thank you for bringing this...

to our attention and allowing us the opportunity to update our database.

Complaint: [redacted]I am rejecting this response because: I have not reduced my spending with Zillow. For one month my Trulia account was merged with Zillow, and I informed my salesperson that the Trulia spend had already been canceled, before I increased my spend to get into the PAA. He said that Trulia had nothing to do with him, since he works for Zillow. I increased my spend approximately $580 to get int to the program. Then like I told him the next month Trulia was canceled. So it looked like I decreased my spend amount, but in actually I was spending more money Zillow than I have ever spent with them before. This is why I feel like I have been mistreated. I wouldn't have signed up for the addition $580 per month if I wasn't going to get PAA. Bait in switch, sale person told me one thing to lock me into a contract, and it wasn't what I actually got. Now they want me to spend another $1,000 per month for something that isn't going to be in writing. Why would I believe these scammers a second time? They already tricked me to spending more money, that I didn't want to spend, unless I was getting PAA..Sincerely,[redacted]

In reviewing our records, we have communicated previously with this individual regarding the Zestimate for their home 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. 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. It may also fluctuate when any new information is made available or if there are updates to the Zestimate algorithm model. 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 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 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 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/.

We receive sales information from public records gathered by a third-party data collector from each county and from agent-provided submissions. On occasion, this information can get misreported to us which looks to be the case here. After verifying with county records, we have removed the erroneous...

sale transaction from our database and the user-provided photos as requested. This can be verified here: https://www.zillow.com/homedetails/[redacted].

To Whom It May Concern:If [redacted] would like to discuss this cancelation further, they may contact [email protected].

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]

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. However, I did contact the listed broker and he did not know why Zillow had the listing up on their site.  The house was not for sale on the listed broker's website because this was a listing from 2015.  The listing did not appear on any other real estate database.  This was an error by Zillow.com and no one else.  I am thankful that the listing has now been removed from the website and I thank Revdex.com for that since Zillow was unresponsive to my four or five emails.
Sincerely,
[redacted]

Thank you for the email and attachment. There was no cancellation submitted on your account during that time-frame, we can only go by the cancellation date since there are no other notes on your account requesting cancellation. Sorry for the inconvenience this is causing you. Have a great holiday weekend.

To Whom it may concern,
I have researched [redacted] profile and listings on Zillow. On his listing, none of the agents including him are auto-checked giving the consumer the option in choosing the listing agent or a premier agent to contact regarding their questions on the listing. We give...

these options to consumer since some of them are looking for an expert in the area to help them with all their real estate needs not just the individual listing. If the consumer decides to not check the listing agent to be contacted, the contact will go to a buyer agent that is advertising in that given zip code. The buyer agent at that time is welcome to represent the agent in their real estate search for multiple listings if the consumer connects with them and decides to use them moving forward. We receive all our listings data either from the MLS directly, the direct brokerage feed, or the agent manually posts their listings on Zillow. If the agent would prefer not to have their listings on Zillow they will need to reach out to their feed provider and ask to opt out of the feed. Please let me know if you have additional questions.
 
Thanks

As mentioned previously, homes with publicly reported sales within the last three years show as "recently sold." For homes that were sold more than 3 years ago, the status shows as off market which is why there are a number of "off market" homes on our site. Many of the 110 million homes in our database have sold more than 3 years ago.  Again, this status is linked to the last reported sales data we received from public records and cannot be removed. 
 
Public record data appears on Zillow regardless of if a home is actively listed for sale or not. Sales data for homes in this county are public information and as such, are publicly available to any individual.  
 
Regarding the Google search results, this is a matter that needs to be taken up with that company directly. We do not have access to make changes to the search results that appear on another company's website.
 
We apologize that this individual is frustrated with our policies but Zillow does not remove public record properties or sale data. The public record information will remain on Zillow.  There is no further action we can take at this time.

I have researched [redacted] profile and removed it from both Zillow and Trulia. It is removed immediately from Zillow, and it will take 24-72 hours to be removed from Trulia. We appreciate the agent bringing this issue to our attention.

To Whom It May Concern:If this agent would like to cancel or discuss refunds, he can contact [email protected]. I've also included a link to our terms and conditions that this agent agreed to below.http://www.zillow.com/corp/SATerms.htm

The request to remove the active For Sale listing for the home at [redacted], McKinleyville, CA 95519 has been addressed. This individual stated that they no longer wanted to have the home listed for sale on our site. As stated in the previous response, we have removed the active listing and the home is no longer listed for sale on our site.The property page itself will remain on our site in accordance with our Terms of Use (http://www.zillow.com/corp/Terms.htm). Again, property data appears on Zillow regardless of if the home is actively listed for sale or for rent. 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 user provided data (in accordance with our Terms of Use). Our mission is to empower consumers with information and tools to make smart decisions about homes, real estate, and mortgages. For these reasons, the property page and any public record based data will remain on Zillow.

Thank you for the reply and additional information. In searching our database, we were able to confirm that this agent's profile has been removed and there are no accounts associated with the email addresses provided. We've included screenshots to confirm. However, we were not able to locate the photo anywhere on our site. Can the user provide us with a link to the URL where they are seeing this photo appear on Zillow?

To whom it may concern: The reviews in question have been remoderated by our independent review team and met the Review Guidelines so will remain posted to the site.  All the best, Rochelle GSr. Agent Care ConsultantZillow Group

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. 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 the opportunity to edit a number of facts that appear on their property page. By editing the home facts directly, homeowners can ensure the property 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.

The purpose of the Zestimate is provide data in a user-friendly format to promote transparent real estate markets and allow people to make informed decisions. . The Zestimate is a starting point in figuring out the value of a house. Again, this estimate based off the data we've received for the home. It is a not an appraisal. 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. If the home facts are incorrect, we encourage this homeowner to update the facts, which may affect the Zestimate calculation. To provide more information that may not be reflected in the Zestimate, we encourage this homeowner to post their estimated value and comments in the Owners Estimate section. As mentioned previously, we do not manually edit or remove individual Zestimates so this information will continue to be displayed on the property page.

Complaint: [redacted]I am rejecting this response because: Zillow's response claims that it received a  sale's price change from the the brokerage fee. This is not a true statement. I have checked with the brokerage company.Also when we attempted to quickly notify Zillow of their error they did not respond as noted in my original complaint. My realtor was the one who had to fix the problem on Zillow's site.  It seems my only recourse now is to obtain legal counsel.[redacted]

We display property information on Zillow to provide consumers with transparent real estate information. We receive this information through public records from each county. 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 or entire property pages from Zillow.We provide homeowners with tools to edit a number of facts that appear on a property page. By editing home facts directly, a homeowner can ensure the home's information is as up-to-date and accurate as possible. In reviewing the property page in question, it is currently inactive (Off Market) with no additional photos or user-provided description: https://www.zillow.com/homedetails/[redacted]_zpid/. This home does not come up in any active listing searches -- the only way to view this property inactive property page is if a user specifically searches for this address on our site.There is no further action we can take at this time.