Zillow Group, Inc.

In reviewing our records, we have previously corresponded with this individual (Ticket [redacted]) and their listing agent (Ticket [redacted]). To recap, 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. It appears that this issue was related to the agent's listing feed. The issue has since been resolved with the feed and the home appears actively listed For Sale on Zillow.

To whom it may concern:
 
I have researched [redacted] profile and don't see that we received any requests for support from her and don't have any advertising for her under the email [redacted]@yahoo.com. If [redacted] would like to update her profile to show her phone number, she can do so...

by following the steps below.
1) Sign into her Zillow.com account
2) Click "profile"
3) Select "edit profile"
4) Enter her business information
5) Click "submit"
 
For further inquiries, we can be contacted at [email protected]. Thank you.

Complaint: [redacted]I am rejecting this response because:   I have changed the comps so many times and each time I do you reject it the next day so your system is broken.  It is like you never even looked at my complaint.  One more time listen up. when I make changes to your zestimat it goes up to normal price of $259,000.00 and you except it for one day and than you change it the next day to $141000.00 and leave my bed and baths up  you are saying my house is worth less than the house next door that's half the square footage.  Check my property value again when I change it to 0 baths and 0 beds it goes up to $179,000.00 with no beds or bath, your system is broken. now when I add the bath and beds it goes to $259000.00 and the next day it goes back to $142000.00   with 5 beds and 4 baths  I bet you never even looked at my property.   All this is being printed out for my Lawyer and this will be solved one way or another.
Mr. [redacted]Sincerely,[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 entire property pages from Zillow.
 
However, on occasion some information can get misreported to us which looks to be the case here with the foreclosure status. The foreclosure status has been removed and the update is effective immediately. If this individual needs any further assistance, we encourage them to contact our Consumer Care Team via our Help Center at www.zillow.com/help.

Complaint: [redacted]
I am rejecting this response because:The resolution is for me to email my complaint (no phone number) which means that they have to call...

me which they could do now based on the information in the complaint.  That said, Matt's supervisor finally called me back yesterday.  She cancelled further billings (which had said was already done) and initiated a partial pro-rated refund.  For the complete refund she will need approval from someone who is out until tomorrow.  Note: I emailed her (Britnney) proof of the overdraft charges this caused.
Sincerely,
[redacted]

The response from Zillow Group remains the same. The property will remain on our site for the reasons previously stated. No changes will be made.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their response was not on the same day but timely, and I may have been hasty in filing this complaint. Zillow seems to be responding appropriately to my complaint and although I am not completely satisfied with the response the issue has been brought to their attention and they seem to be making an effort to provide good service to their customers in Hawaii.Sincerely, [redacted]

The Zestimate is an estimate calculated using a computer-generated algorithm. It is not an official appraisal of value. The Zestimate is calculated from public and user-submitted data such as home facts, sale history, and tax history for each individual home. The Zestimate is designed to use...

identical information about homes (e.g., beds, baths, square footage, lot size, tax assessment, prior sale price) and that the algorithm is consistently applied to all homes in a similar manner.
The Zestimate is a fluid number that can and will change based off the data received by the algorithm. 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 algorithm based on the data available. The more information, the smaller the range, and the more accurate the Zestimate.
Although Zillow strives to provide accurate home estimates, 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 (http://www.zillow.com/zestimate/).
We do not manually edit or remove individual Zestimates.  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).
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: http://www.zillow.com/zestimate/.

Complaint: [redacted]I am rejecting this response because: the company still has not offered a satisfactory resolution.I cancelled account. I did not pay for any more services. Zillow is trying to collect for services rendered after account was closed and no payment was made. Services are paid for in advance; therefore if they do not receive payment for the future (next month) services, I should not receive services after my month to month contract has expired . Zillow says I  owe them for services they provided as a "courtesy", after my contract expired. I did not ask for any "courtesy". I wanted my services cancelled at the end of my last payment period. Sincerely,[redacted]

In reviewing our records, we've previously communicated with this individual about this issue. There is no new information to provide - the service that is being requested is not currently a feature offered on our site. To recap, we do not have an option to upload pre-made third-party videos...

that appear alongside the photos on a Zillow listing. It is possible to include a link to a video on a third-party site by using the virtual tour link on the listing. When a user clicks on the View Virtual Tour link, they will be redirected to the video on the original site. In viewing the listing in question, the Virtual Tour link is active and directs users to the video posted on YouTube: https://www.youtube.com/watch?v=SfOgTqqXM9w&feature=youtu.be.  The only way to add a video that appears alongside photos on a Zillow listing is to shoot a video walk-through using the Zillow app: https://www.zillow.com/video-walkthrough/. Video walk-throughs are simple, soundless, short views of a listing; this format is the same for every listing, whereas virtual tours and professional videos can vary significantly across the board. Third-party videos cannot be uploaded as video-walkthroughs. If this individual is interested in including a video walk-through, they can log in to their Zillow account on the app and create this content for their listing. For more information, please visit our FAQ page here: https://zillow.zendesk.com/hc/en-us/sections/203532518-Video-Walkthrough.

The property listings on our site are not posted or managed by Zillow directly. Rather, we provide a platform for homeowners, property managers, and real estate agents to post listings for their properties. Zillow receives property data from a third-party data provider that aggregates public record...

data and from user-provided submissions. In the event that the data provided to us for a property is incorrect, users have the ability to update the information that appears on our site. Upon further review, the listing for this property is syndicating to Zillow from Olde Colony Realty by this individual’s real estate agent, [redacted].The requested changes regarding the home facts that appear on this listing will need to be updated at the source of the listing by the agent. Zillow does not have access to Olde Colony Realty’s listing to make these edits. However, the real estate agent should be able to easily make these changes or will need to contact their listing source to make the changes on his behalf. Please have your agent contact their listing source to make sure that the changes are present in the feed that is sending the listing to Zillow. If your agent experiences technical difficulties, they can contact [email protected] and one of our technical account managers will be able to assist.For more information about syndicated listings, please see the Listing FAQs page in the Zillow Help Center: https://zillow.zendesk.com/hc/en-us/sections/[redacted]Listing-FAQs.Regarding the property taxes that appear on Zillow, after verifying with Roanoke County Public Records directly the last reported property taxes for 2015 was $4758 which is consistent with the data reported on Zillow. We’ve included screenshots from both Roanoke County and from Zillow. If this data is incorrect, please include an official tax bill showing the property taxes paid in 2015 and we’d be happy to investigate further.

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]

I have researched [redacted] J [redacted] account and it was cancelled on 1/4/2016 for declined payment. The agent will have a declined balance on Zillow until he updates his card information. Notes on his account show that he spoke to his sales rep multiple times regarding his concerns on his...

account. I have reached out to his sales rep to confirm that they have updated their out of office email responses and spoke to them regarding [redacted] feedback. Please have [redacted] contact his sales rep- information below to update his credit card information so we can process his cancellation correctly so he doesn't have a past due balance.
Anthony B[redacted]
[redacted]

In checking our database, we were unable to find any record that this individual has previously contacted us regarding this issue. 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. Property data appears on Zillow regardless of if a home is actively listed for sale or for rent. Our mission is to empower consumers with information and tools to make smart decisions about homes, real estate, and mortgages. For these reasons, we do not remove public record property information from Zillow.
After reviewing the property in question, the home is not actively listed for sale or for rent on Zillow at this time. Since there is no active listing associated with this property, there is no listing to be removed at this time. The status on the property shows as "sold.” This means the home has recently been sold within the last 3 years but is not listed for sale or for rent. Since there is no active listing associated with this property, it does not appear in any For Sale or For Rent search results on our site.
We provide homeowners with the opportunity 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 or remove public record information from our database.
For more information, please review our Terms of Use (http://www.zillow.com/corp/Terms.htm) and Privacy Policy (http://www.zillow.com/corp/Privacy.htm).

The services Zillow provides our consumers are 100% free of charge. We do not offer a paid subscription, membership services, or charge any fees for consumers to use our site. The free Zillow consumer profile associated with [redacted]@knology.net was closed on 05/03/16. Zillow provides...

advertisements for other companies on our website. It’s possible that this individual may have clicked a link that redirected them to a different webpage that offered a subscription service. If this individual signed up for a paid subscription or services with another company, they will need to cancel the subscription with that company directly.
If your bank statement is showing charges from Zillow.com directly, we will need a bit more information to investigate. Specifically, please provide a screen shot of the bank statement (displaying the name of the business charging you as well as the date and dollar amount). Please note that we do not need to see any other related bank information, as privacy is important to us. This will help us investigate further.

Complaint: [redacted]
I am rejecting this response because: my concern is the effect false data has on the consumer.  Zillow has...

provided a general response pointing to the use of its algorithms and associated errors due to lack of detail.  For that reason Zillow should not be allowed to provide any estimate of a property without a thorough appraisal as Zillow’s information can have a negative affect on property value and it’s impact on the owner’s financial investment.  The data was actually inaccurate as it can be seen that only one of the 3 property lots  associated with the address was reported.  I have requested the source of the association of only one property lot with my address.  If such a source exist I may need to incur legal expenses to ensure the title is accurate.  This is only the beginning of trying to understand how this erroneous information is collected and processed.  Unfortunately the zestimate is used by others and Zillow should not be cavalier with its appraisals and ruthless with respect to the financial harm it can cause the homeowner.
Sincerely,
[redacted]

To Whom It May Concern:
Reviews are meant to be about the consumer's opinion of the agent, and they don't necessarily have to have purchased a home with the agent to have an experience with them. This review meets our technical checks and will remain published. If [redacted] feels that this review is truly slanderous he is welcome to get a lawyer and have them contact our legal department. Without a court order telling us to take this review down, it will remain published.

Complaint: [redacted]I am rejecting this response because:
 
We are going in circles.
 
Zillow/Trulia continue to sidestep the central issue, which it no longer disputes--the website offered no ability to see, when logged in, I still had a for-pay subscription nor means to unsubscribe from this service.
 
For Revdex.com, the question begs a larger issue: was my customer service experience a microcosm of a far larger decision by Zillow/Trulia to hid its billing to the maximum degree possible, while still able to rely on it’s terms and conditions to not be legally liable for it breach of normative business behavior.
 
Once more, allow me to recap the facts proven with emails and the kin: Zillow/Trulia initially said one could merely log-in, see their for-pay subscription and unsubscribe. I sent screenshots of its website proving that the website offered no such options.  
 
With such proof, the company subsequently tacitly acknowledged I could not see I was subscribed to a for-pay service online. Yet it claimed, without proof, this was only recently the case. It has continued to offer no proof of its claims despite its earlier assertions proving false. Yet writ large, the de facto implication is the company admitting it hid billing for at least a period (neither making it visible when logged in, or sending invoices via email though it regularly sends marketing emails via email).
 
This organization is called the Revdex.com, not the Legal Business Bureau. The Revdex.com concerns good and normative business practice, not merely what legal loopholes allow. After all, this is why Revdex.com’s business code of conduct includes matters such as business “integrity.”
 
Zillow/Trulia’s response has relied on its terms and conditions. Those indeed state: “your Trulia subscription will automatically renew at the end of your subscription period unless you cancel prior to the renewal.”
 
Yet Trulia admits (at least for a period) I could not cancel my membership when logged into its website. In the same de facto sense, it admits I could not see I retained a for-paid subscription when logged into its website. And logically, absent any visible paid membership to unsubscribe from online, I reasonably assumed when took down the advertisements that initiated the subscription, the subscription would end.
 
In the end, I remain dumfounded by this company’s response and the obstinacy of those representatives I’ve dealt with thus far. I do wonder if more senior management would actually endorse how this matter has panned out or how the company has skirted acknowledging any responsibility for what it admits: billing was hidden on its website (for how long, that’s again unclear).
 
At best, for at least a period, the company had its website designed to hide its billing.
 
Ultimately, the company refuses to offer any refund for a for-pay product that consumers could not reasonably see they still were paying for, or take reasonable action to unsubscribe from. I find such corporate practice is divorced from not only business norms but also the mission of Revdex.com, to again, assure integrity in business. And I remain hopeful that in the end, not only Revdex.com agrees, but also some party at the senior level of Zillow/Trulia.

Since the previous response, we have been in contact with the representative at ForSaleByOwner.com and have relisted the property on our Zillow. However, if the listing violates our Listing Quality Policy or photos appear again that contain marketing information including phone number and/or email address on listing photos whether as text, a watermark, or otherwise the listing will be removed from Zillow. If you have any additional questions, please refer to our Listing Quality Policy: http://www.zillow.com/corp/Quality.htm.

Complaint: [redacted]I am rejecting this response because:I did not sign up for a one year contract with zillow.  I was informed there will only be a six month contract.  I respond to everyone and follow up appropriately.  Zillow should not make such claims since everyones results are different. Zillow is taking money from hardworking professionals by making false promises. 
 
 
Since stating my complaints via amex and Revdex.com and showing to my account rep I have not heard back from him. 
Sincerely,[redacted]