Zillow Group, Inc.

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]

This individual has been in contact with our consumer care team over the last month and unfortunately, we do not have any new information to provide. Zillow displays property information to provide consumers with transparent real estate information. We receive this information from public records,...

third-party data providers, homeowners, and real estate professionals. Our mission is to empower consumers with information and tools to make smart decisions about homes, real estate, and mortgages. However, we encourage buyers, sellers, and homeowners to supplement Zillow's information by doing other research.As stated in our previous correspondence, the school information that appears on Zillow is sent to us periodically through a syndication from third-party websites, GreatSchools.org and Maponics.com. Since this is an automated update process, we are unable to manually edit, add, or delete school information. We encourage our users to check with the applicable school district prior to making a decision based on these boundaries. If the incorrect schools are assigned, they will be corrected during the next automated update. Please note that we do not manually change the schools listed and we are unable to expedite this process. In the meantime, if they wish to included specific schools for their listing we recommend adding in the home description section of the listing.In regards to the Zestimate, this is an estimate calculated using a proprietary computer-generated algorithm. Some of the data used in this calculation includes physical attributes, tax assessments, and prior and current transactions. It is simply an estimate using the data provided about the home. Please know that we do not intend for the Zestimate to replace a comparative market analysis or an appraisal as these can take into account market intricacies that the Zestimate cannot. Although Zillow strives to provide accurate home valuations, the Zestimate value serves only as a starting point and is by no means an appraisal. Zillow makes this clear on our website: http://www.zillow.com/zestimate/ and in our Terms of Use: http://www.zillow.com/corp/Terms.htm. We do not directly edit or remove individual Zestimates. While we monitor customer feedback for systematic issues with the algorithm, we do not change individual Zestimates in response to customer feedback. 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 your property page. This provides the opportunity for the homeowner to explain what they feel their home is worth given its unique features. If the home is actively listed with a real estate agent, the agent also has the opportunity to provide comments on the home's value by adding an agent note to the property listing. To learn more about the Zestimate, we encourage our users to follow this link: http://www.zillow.com/zestimate/.

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]

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/.

We reached out to this individual today (9/28/15) and asked that they please send us a copy of the credit card statement showing the billing that is believed to be overcharged so we can investigate the matter 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.
 This was only posted after my complaint was filed but atleast I am up now.
Sincerely,
[redacted]

In checking our records, we have been in correspondence with this individual before regarding this same request. To recap, Zillow Group strives to provide open and transparent information about real estate markets. 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.The information displayed on our site is regarding the property itself. We do not provide homeowner's names or personally identifiable information on the site. Property data appears on Zillow regardless of if the home is actively listed for sale or for rent. In reviewing the property in question, the home is currently shown as "off market" which means the home is not listed for rent or for sale. Additionally, there is no reference to the specific layout of the home, the home's contents, or location of children's bedrooms as this individual indicated. Please see the attached screenshot for reference. At this point, there is no additional information to provide as we do not remove public record information from our website. If the complaint relates to a legal problem, this individual can have their attorney or local authorities contact our legal team at [redacted] or at [redacted].

To Whom It May Concern,
 
Thank you for the email. I have researched [redacted] account and it appears that she cancelled on 1/29/2016. I'm sorry that she hasn't heard anything back regarding this account. I've included her sales rep and manager's information below. She may contact...

them if she wishes to further discuss her refund request.
 
Peter C[redacted]
[redacted]@zillow.com[redacted]
Jami T[redacted]
[redacted]@zillow.com
[redacted]

Our support department is reaching back out to this user to clarify any outstanding issues and give him another chance.

We apologize for any confusion regarding the Zestimate that appear on our site.  The Zestimate is an estimate produced by a computer-generated algorithm using public and user-submitted data available for each individual home. Because the specifics of the Zestimate calculation are proprietary,...

we cannot provide more information on specific reasons for an individual change.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 you are describing is due to the Zestimate algorithm being updated. When major improvements to the algorithm are made, it does re-compute the historical Zestimates for affected homes. Our purpose in doing so is to provide consumers with the best estimate of historical property valuations. In this case, the previous Zestimate for this home was calculated by the previous model. When the model was updated, the Zestimate was recalculated along with all previous historical Zestimates for the home by the newly applied model.A historical Zestimate (shown in the graph) is not like a historical stock price, which doesn't change after being recorded. A stock price is a record of an actual empirical event and doesn't change. A Zestimate, on the other hand, is an estimate based off the data available and can change when we have a better algorithm to estimate that value. 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. Beyond this, there is no further action we can take at this time. To learn more about the Zestimate, please visit this link: http://www.zillow.com/zestimate/.

As mentioned previously, the Zestimate is calculated by a software program.  It is an estimate generated based off of the data available for each individual home. The Zestimate is not a fixed value, like an appraisal. 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. The Zestimate will continue to fluctuate as it models market ebb and flow. It may also fluctuate when any new information is made available or if there are updates to the algorithm model. 
At this point, if this individual wishes to provide more information about their home, they can post their own estimated value and comment in the Owners Estimate section indicating your support for a different valuation. The owner's estimate will not change or influence the Zestimate calculation but it can help provide additional information to other users viewing this property page. 
 
Again, we do not manually change or remove individual Zestimates in the manner this individual is requesting and we make this clear on our site: http://www.zillow.com/zestimate/. Our response remains the same and there is no further action we can take at this time.

It appears that this listing was manually posted by this individual's account, rather than syndicated to Zillow from a listing feed. A member of our Consumer Care Team is reaching out to this individual today to help troubleshoot further.

In checking our records, we see that this individual has previously contacted our Consumer Care Team. There is no new information to provide at this time. We cannot manually change, edit, or remove individual Zestimates. To recap, the Zestimate is an estimate calculated using a computer-generated...

algorithm. The current Zestimate model uses millions of data points when calculating an estimate on each individual home. Any differences in data between two properties could result in a different Zestimate calculation. 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.
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).
Again, 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 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 users to include their estimated value by providing an owner's estimate in the Zestimate Details section of the property page. If the home is actively listed with a real estate agent, the agent can log into their Zillow account and provide an agent note that displays the same information. This provides the opportunity to explain what you feel your home is worth given its unique features and include the appraised value on the property page.
While we monitor customer feedback for systematic issues with the algorithm, we do not 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/.

The data shown in the "See Data Sources" link displays the data that was syndicated to Zillow's database from county public records. We cannot manually add or edit the information that appears under the "County Records" column under the "See Data Sources" link, as this is simply meant to show the data we've received from county records. We understand that no one knows your home better than the homeowner and sometimes home facts change, which is why we provide users the opportunity to edit their home facts. If the square footage is incorrect, a homeowner or real estate agent can update this information displayed on the listing. In the "All Source Combined" column, this combines data from broker listing feeds, user-submitted information, and county records. The square footage that is displayed on the listing is consistent with the user-submitted information from the All Sources Combined column. Please see the attached screenshot of the listing that currently appears on Zillow. The square footage is reported as 4,970 sq ft.Regarding the taxes paid in 2015, the data we have available from the county shows the taxes paid for 2015 as $4,758.94 as shown in the screenshots originally provided. Since we cannot verify the $5,529.57 with the county, we will need the user to provide an official tax bill confirming the taxes paid were $5,529.57. Once we are able to confirm the amount in question, we can make the requested changes to the database. Unfortunately, we cannot make any changes that cannot be verified.

Hi [redacted],We're sorry to hear that you've had trouble reaching us! I've asked one of our Agent Care representatives to contact you regarding this request. Thanks again for your patience and sorry for the trouble you've experienced!

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: Contracts signed under false pretenses are not legally binding. I was mislead by your representative into signing by being told I had a trial period. Sincerely,[redacted]

Hello,
Thank you for the email response. The information that I sent[redacted] before is directly from the Postlets team regarding their rules and policies in terms of posting listings on their site. They explained to her that As long as she agrees to abide by our policies and post only her listings are exclusive, we can reactivate her account. However, her previous listings will deleted since some of them violate our Listings Quality Policy under our Terms of Use. If she abides by the policies then we will activate her account. Please let me know if you have additional questions. 
 
Thanks

Complaint: [redacted]I am rejecting this response because: The data of our property shows status up to March 1, 2016 and before when listed by [redacted] Realtors, Brown Agency, Crossville, TN; Listing Agent [redacted].  That is HISTORY.  When selling the property, TODAY'S information (the CURRENT information) should be the ONLY information displayed when someone makes a query about our property.  My question to Zillow is: Who gives you the right to pick and choose what is LEFT OUT THERE FOR THE WORLD TO SEE and it is OBSOLETE HISTORY.  It would appear that Zillow is too lazy and is making excuses for not paying some one to "clean up" their junk!  The answer back to me also reflects that an update with our NEW agent and Agency paying a fee to post it correctly is really what Zillow is FORCING the property sellers to do.  Regarding OTHER issues, more complaints are coming from American Way and our agent.  The Board of Realtors have given up DEALING with the Zillow messes.  But I am determined that the only thing that will make me happy is that Zillow have someone take the time and NUKE the obsolete junk.Sincerely,[redacted]

As a reminder, the property pages that appear on Trulia and Zillow are not managed directly by our respective companies. When an active listing is taken down, the user-provided photos and home descriptions may still appear on our sites in accordance with the Terms of...

Use: http://www.trulia.com/terms/ and http://www.zillow.com/corp/Terms.htm. However, these images can be removed if requested by the homeowner. Although Trulia has been acquired by the Zillow Group, the Zillow and Trulia brands currently operate separately from one another. We have contacted the Consumer Care Team at Trulia on behalf of this individual. The photos of the home in question have been removed.  If this individual has any other concerns regarding the property page that appears on Trulia, we encourage them to reach out to Trulia directly through their Help Center: https://support.trulia.com/hc/en-us. If this individual has any concerns regarding the property page that appears on Zillow, the Zillow Consumer Care Team can be reached through our Help Center here: http://www.zillow.com/help/.