Zillow Group, Inc.

Complaint: [redacted]I am rejecting this response because:
I actually raised this issue with Zillow on 6/15 (the same day that Zillow made the error) so we are now closing on 6 months since I first raised the issue and Zillow has still not acted on my request (indeed I do get emails from time to time informing me that Zillow's developers are working on the issue but enough is enough - how long does a patient property owner need to be patient for a simple listing mention on my property page to be removed?). I am a reasonable person and could certainly understand if the issue was brought to Zillow's attention recently, but if each erroneous entry on a property owner's page (caused by Zillow itself by the way) requires months and months to rectify (indeed it still has not been rectified so who knows how long one has to wait), I am not sure how Zillow is going to keep owners satisfied.
The erroneous removal of a listing (or indeed an erroneous addition) can have a damaging impact on the sale (or rental) prospects of a property and I am willing to raise a class action law suit if it is found that Zillow has been making similar errors with other owners which are hindering their property's prospects too.
Sincerely,[redacted]

To whom it may concern,
I have reviewed [redacted]'s account and I see that the account was cancelled on 10/27/2015. Our contracts state that a contract is for 6 or 12 months and then after go to month to month unless the agent calls in to cancel. If [redacted] can provide documentation that shows...

that he would no longer be charged after May 2015, please have him send us the documentation and I will reach out to the billing department to handle accordingly. Please let me know if [redacted] has additional questions. 
Thanks

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]. What zillow said is a lie.  They posted recent pictures apparently with an old description attached to it is not the pictures from before it is the pictures that are listed today saying it is not available for rent or sell.

Complaint: [redacted]I am rejecting this...

response because:
 
While I appreciate the prompt response to the Revdex.com on behalf of my issue.  I only just received a confirmation today (3/24/16) that my subscription has been canceled even though I was told it would be canceled effective 3/16/16).  I have not only NOT been refunded my deposit in the amount of $344.60, but was charged an additional subscription fee for March-April in the amount of $344.60.  Charged to my AMEX account on 3/15/16.  I can almost understand that monthly charge, however I do not understand the delay in processing the refund of deposit.  Please promptly refund the deposit in the amount of $344.60.  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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
There were no leads at all coming from zillows membership. The "contract" was only an agreement for services for 6 months of 
 memebership, which meant zillow would provide leads which it never did. I also never saw my information being promoted on the website at all. This membership is truly a ripoff and does not provide the services which they charge you for. It would be as if I get a membership for a gym for 6 months, pay in advance and find out that none of the equipment at the gym  works, but the gym manager keeps telling me to upgrade my services to a higher level so I can have access to another gym location and maybe have better luck with the equipment. That is ridiculous! I do not appreciate being taken advantage of.
Sincerely,[redacted]

The desired resolution for this complaint was to remove the property page and outdated information from Zillow.  As mentioned previously, we do not remove entire property pages from our database. We receive this information from public records and from user-­provided submissions. The property page remains on Zillow regardless of if a home is for sale or not. If a property goes up for sale, an agent or homeowner can post a For Sale listing to that property page. When the home has sold, the active For Sale listing gets removed and the property page remains on our site with an Off Market status for the new homeowner to manage. The prior listing history (which is being referred to as outdated data) that appears on Zillow shows any previous listing we've received for that property.Prior listing history gives more information to potential buyers about a home. We do not remove this information. Again, at this time Zillow has not received a For Sale listing to post on this property page from a real estate agent. If this home is actively listed for sale, the real estate agent will need to post the new listing to the property page on Zillow. The past listing history will still appear on the property page along with any public record data in accordance with our Terms of Use.
As we mentioned before, if the agent experiences technical difficulties posting the For Sale listing to the property page, we encourage them to contact l[redacted].

Complaint: [redacted]
I am rejecting this response because:The response from Zillow does not address the $78,000 home that shows up on the map on the same street that is NOT located there. The house address says it is on [redacted]. This house is not located in our neighborhood. I have to wonder if this is effecting my home value since it changed at the same time this house magically appeared on the Zillow map. Tax value on my home today is $201,000 and zestimate is $114,000.  The same exact floor plan house on our same street that was built the same year and is a much smaller lot is $194,000 zestimate. Something is wrong whether the algorithm or the effect of the old house shown in wrong location or what... it is wrong. 
Sincerely,
[redacted]

After further investigation, the property page in questions currently shows as "off market" which means the home is not listed for sale or for rent and does not appear in any For Sale or For Rent listing searches.  We display property information on Zillow to provide consumers with transparent...

real estate information. 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 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 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, a homeowner can ensure a 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 site. For more information, please review our Terms of Use (http://www.zillow.com/corp/Terms.htm).

To Whom It May Concern:
We are unable to help [redacted] unless he follows the instructions outlined in my last response. If he would like to resolve this issue, he will need to go through that process.

Like this individual, Zillow strives to have updated listing information and understand this is a time-sensitive matter. Active listings are sent to Zillow through a variety of feed sources such as partners, brokers, agents, third-party feed providers, and in some cases, directly from an MLS....

Previously, we were receiving the listing feed from [redacted]. However, as of 5/3 the listing feed stopped getting sent to us. Zillow does not have access from other third-party databases, so we cannot pull the listing from other sources. The listing needs to be sent to Zillow directly from the agent's listing feed source.   Currently, we are not receiving a listing feed from this individual's agent indicating the home is for sale. As a result, the property does not appear in For Sale searches on Zillow. If this individual would like their home to appear in active For Sale searches, their agent will need to send the listing to us as we previously mentioned in our correspondence with this individual.Since agent listing feeds are controlled by a third-party, Zillow does not have access to directly re-post this listing. This individual can send this link to their agent so they can get the listing feed re-activated on their end as soon as possible: https://zillow.zendesk.com/hc/en-us/articles/227960468-How-does-Zillo...⇄ If the agent experiences technical difficulties, they can contact [email protected] and one of our technical account managers will be able to assist. Beyond this, there is no further action we can take on our end at this time.

Complaint: [redacted]I am rejecting this response because: Your algorithm is not taking facts and user information into account, I updated everything in your website and nothing has changed. you had this zestimate for 1900 square foot home . Now the home is 2700 square feet and your zestimate is not changing. I know you do not care because it is not your home but you guys are hurting decent hard working people. If your system cannot adjust accordingly, you should not have it on your webpageSincerely,[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 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.Regarding the Zestimate, this again is only an estimate calculated based off the data available. It is meant to be used as a starting point. It is not an appraisal and we make every effort to educate our users about Zestimates. We do not remove Zestimates on a case-by-case basis as stated clearly on our site (see attached). Homeowners are welcome to include their own estimates of their homes and it will appear publicly on the property page in the Zestimate Details section.At this point, there is no new information to provide as we do not remove individual Zestimates or entire property pages linked to public-record data from our site. Please see our Terms of Use (http://www.zillow.com/corp/Terms.htm) and Zestimate (http://www.zillow.com/zestimate/) links for more information.

Zillow is not telling the truth as to what my issue is with the company. My complaint was I requested homes in a particular price range in the 98685 zip code to be sent to me when it was a new listing or price change. When Zillow would send me the information I could click on a blue box called "See Latest Search Results"to  see if my home was included in the search. Well, quess what my home was included but it was listed as "Off the Market" and the price was lowered by 80K then what I posted as a for sale by owner.  On Saturday I worked with the technical department for several hours and corresponded via 10 emails and we were able to resolve the issue. 
I believe that Zillows site is designed to make it complicated for sellers so they will be inclined to sign with a premier agent. As I mentioned before agents pay $1000.00's of dollars a month to be a premier agent on Zillow and the agent in turn gets information on people who are selling their home themselves. The agents are also listed on my for sale by owner page so the buyer has been calling an agent instead of callling me first. 
The issue is resolved for now but I don't like how Zillow responded back to Revdex.com that the issue was completely different from them screwing with my ad. I hope Zillow ends up paying fees to work with Revdex.com and when someone wants to sale their home themselves Zillow allows them to do so without making me send several emails and follow up to get the issue resolved. 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint: [redacted]I am rejecting this...

response because:
Of course there is no record then. I did not call then or state that I did. Check your records from 8/1/16 through 8/15/16 and you will see that I called numerous times and left messages starting on the 7th-11th when I was billed and it was still pending on my online transactions.
I will provide my phone records if needed.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I informed [redacted] last month that I would be cancelling at the end of my contract. 
When billed, I called the customer service number immediately.  I'm not paying for a service I did not agree to and attempted to cancel due to the company's lack of response to messages left / nobody ever answering the phone.
Sincerely,[redacted]

To Whom It May Concern:If [redacted] would like to discuss this further he can contact [redacted]. I've also included a link to our terms and conditions, which [redacted] signed below.[redacted]

First, let me assure you that your zestimate does indeed affect the mindof the buyer as well as some appraisers. Given that it is not as trivial as yousuggest; you should be accountable for huge swings in your estimatessince they can adversely and perhaps significantly affect a person's livelihood.       I asked a fair question. Despite your algorithm, there was an event that your algorithm acted upon that dropped the price of my house at:[redacted]Micanopy, FL  by $22kand left this competing residence right around the corner at: [redacted]  at its same zestimated value of $375k. Now it's up a few more thousand today.And magically or by your algorithm, the zestimate for my home has gone back up somewhat to $354kwhich is a change I can possibly swallow. I still think your company should not be able to hide behindthe word proprietary or algorithm when it comes to very large differences in house appraisals which aresimilar and in the same area. You should have to explain it or at least take a look at see if your algorithm did something unexpected, which is what it seems like; looking at this modified zestimate for my home.I sincerely hope this does not happen again. Thank you,
Complaint: [redacted]
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. Sincerely, [redacted]

In reviewing our records, we've already previously communicated with this individual and there is no new information to provide or action we can take at this time. To recap, we have already removed the erroneous sales transaction from this property page as requested.  Regarding the...

Zestimate, this is an estimate calculated by a computer-generated algorithm based off the data available. As a result, we cannot manually change or remove individual Zestimates. The algorithm uses public and user-submitted data, taking into account items such as home facts (beds, baths, square footage), sales history, and tax assessment history. 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. 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. We make this clear on each property page and our website (http://www.zillow.com/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 manually 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. Beyond this, there is no further action or information we can provide at this time.To learn more about the Zestimate, please visit this link: http://www.zillow.com/zestimate/.