Zillow Group, Inc.

Complaint: [redacted]
I am rejecting this response because: A representative called me to cancel my subscription. It has been cancelled. However, the matter of...

double billing remains. I am still waiting for this matter to be resolved and to receive a $290.00 credit.
Sincerely,
[redacted]

Revdex.com:I will await their contact which should be by 12/7.
Thank you
[redacted]

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My question to Zillow is: Who gives you the right to pick and choose what is LEFT OUT THERE FOR THE WORLD TO SEE and it is OBSOLETE HISTORY.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]

Zillow recently implemented a new verification process for manually posted listings on our site to help improve listing quality. Once a listing is submitted, it can take some time for our Listing Verification Team to review and approve the listing so long as it meets our Listing Quality Policy...

guidelines (https://www.zillow.com/corp/Quality.htm). There have been some delays with this new system site-wide and we have been working to get listings reviewed and posted as quickly as possible. We were able to successfully post the For Sale By Owner listings submitted under this account. If this individual needs assistance in the future, we encourage them to contact our Consumer Care Team via our Help Center at www.zillow.com/help.

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/.

Complaint: [redacted]
I am rejecting this response because: This company did nothing. 
Sincerely,
[redacted]

We display past sales data on Zillow to provide consumers with transparent real estate information. We receive this information from public records and from agent-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 past sales data from Zillow.  In reviewing the property page in question, the last reported sales data Zillow received was for a sale on 03/06/15 for $645,000. After verifying directly with public records, this is consistent with the information they have on file: [redacted] Please see the attached screenshots for reference.  Since this information does not appear to be incorrect, it will remain on Zillow. If this individual would not like past sales data to appear publicly, we suggest contacting their local county public records office to request the property information be hidden from public distribution. For more information, please review our Terms of Use and Privacy Policy.

As mentioned previously, Zillow does not remove or manually change individual Zestimates. This is a computer-generated estimate based off the data we have on that home. Because the specifics of the Zestimate algorithm are proprietary, we cannot provide more information on this individual Zestimate. The current Zestimate model uses millions of data points when calculating an estimated value on each individual home. The more data we have for a home, the more accurate the Zestimate. Again, the Zestimate is a starting point and does not consider all the market intricacies that can determine the actual price a house will sell for. It is not an appraisal and we do not make claims that it is anything but an estimate. We make every effort to educate our users about what a Zestimate is and is not on our website and on each property page (as shown in the attached screenshots). 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 (whenever possible)
We understand that some homes may be unique in ways that are not well captured by existing data and our current Zestimate model which is why we provide tools for the homeowner and their realtor to provide additional information on the home's value. If they would like to provide more information, this individual or their realtor can add an estimate to the property page in the Zestimate Details section. This provides an opportunity to include additional information as to what the home is worth given its unique features. For more information on the Zestimate, we encourage this individual to review the following link: http://www.zillow.com/zestimate/.

Complaint: [redacted]
I am rejecting this response because: The message received from zillow is below. Given the message that I received from Zillow it was indicated they would follow through on this closour and let me know when it was complete. That is the reason that followed up two times and was ignored both times. Did the cusotmer service representative lie to me? Message:Hello, Thatnk you for your reply. At this time, I have passed this on to Trulia, they will reach out directly. I will reach back out when your HotPads account is closed.Kind Regards,LeaConsumer Care Rpresentative     LeaConsumer Care Representative 
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.
I appreciate the Zillow Group removing the photos from the Zillow and Trulia listings as I did not post the photos when the home was for sale and am not interested in creating any accounts to take care of this as I already have so many internet accounts for other things that are much more important. Zillow Group did mark the home as sold and posted the sales price in both of these listings shortly after it sold (Zillow does not manage the listings directly?) so in that case I think the Zillow Group should consider removing photos as standard practice when they mark a home as sold so that there are no privacy or safety issues (when a home is for sale and advertised it is almost always carefully photographed to show the homes layout and features thus creating privacy and safety issues as anyone with internet access can Google the property's address and view the photos). That is why they need to be removed when a home is sold. I'd be interested to know how the Zillow Group posts the sales price for homes on zillow.com and trulia.com if they are not managing the listings directly.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
This response fails to answer any of the concerns I have regarding my account.  The unpaid balance is due to my cancelling my account and me cancelling my card as I felt that I was deceived and mislead on behalf of the Zillow group.  The person writing this response failed to talk about the fraud by this company to lure people in to buy advertisements from them.  The fraudulent efforts and deceit should warrant the voiding of my contract and my time and money wasted should also be something that should be reimbursed as I paid for service based on that deception.  The only response Ireceiced acknowledging their mistake was a phone conversation with a Bobby M[redacted] and a statement that the person who sold me the advertisements should have not advised me to  I would receive 3-4 leads a month from this amount that I purchased.  I would like to be reimbursed what I have paid into this program and will not be paying a cancellation fee.
 
regards,
[redacted]
Sincerely,[redacted]

I have reviewed [redacted] account and it appears that he recently cancelled his account and paid the buyout since he was still under contract. Agent was upset due to his reviews not making it through the Zillow moderation process since they were originally posted on [redacted]. Agent is welcome to...

email [redacted]@zillow.com and receive the reviews that didn't make it through Zillow's moderation process and ask his clients to resubmit them on Zillow to insure they meet our technical checks. In regards to the agents request, since the agent was under contract when he cancelled his advertising we will not be offering a refund on his account. Also, we don't issue refunds for reviews that didn't make it through the moderation process. Please let me know if you have additional questions.

Complaint: [redacted]I am rejecting this response because: Since off-market properties do not have the price listed on the top of the listing then we want our off-market property to have the price also removed from the top of the listing. 
I have spoken with every other real estate site and they have across the board respected our privacy and removed our information from their sites as well as hidden our property from Google searches. (this is something you have the ability to do on your end, I run several websites and this is ALWAYS an option.)
Saying that it is your policy does not make it right.  
As long as ONE PROPERTY on your site doesn't have the sold price listed at the top, I demand the same.
As long as ONE PROPERTY doesn't show a sold price on your site, you are discriminating against my rights to MY public information.
Sincerely,[redacted]

To Whom It May Concern:Our Zestimate is an unbiased algorithm that is based on publicly available and user-submitted data. This is not meant to replace an evaluation by a professional. We do not remove Zestimates on an individual basis. The best way to change the Zestimate is to make sure the home...

details are accurate. Once this is updated, the Zestimate will be triggered to eventually update. While we monitor client feedback for systematic issues with the algorithm, we do not change individual Zestimates in response to customer feedback. We understand however, that some homes may be unique in ways that are not well captured by existing data. Reports of possible issues with individual Zestimates are recorded and fed into our system to help with efforts to improve the algorithm, and your home is no exception. I have reported this listing to our Zestimate feedback team for further research on the neighborhood data. I have included a link to our information page detailing more about Zestimates for your reference: http://www.zillow.com/zestimate/

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, at this time. Thank you for your efforts.
Sincerely,
[redacted]

This individual has already spoken with the sales manager regarding the issue in detail. If additional follow up is needed, please let us know.

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.The home in question is not currently listed for sale on our site: [redacted] We provide homeowners with tools to edit a number of facts that appear on a property page. By editing your home facts directly, you can ensure your 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. Regarding the Zestimate, this is an estimate calculated by a computer-generated algorithm using the data available for a home. The Zestimate is calculated from public and user-submitted data, taking into account items such as home facts (beds, baths, sq ft), sale history, and tax history.  Most upgrade information is not in the public records and is not easily quantifiable. We do not know about home updates and remodels unless they have been reported to the local tax assessor, so these items are not used in Zestimate calculations. While we do utilize user-submitted data that is measurable (e.g., additional bedroom count, bath count, and square footage), there is no way for us to systematically gather and verify the type of remodel or upgrade information where the value is based upon how the final product appeals to the buyer. Because of this, the algorithm can't use that information. Although Zillow strives to provide accurate estimates, the Zestimate is meant only to serve as a starting point in determining a home's value. It is not an appraisal. 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. 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 further action we can take at this time -- as we do not remove or change individual Zestimates or remove 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.

Hello. Thanks for contacting us. Here is a link to the property in question: [redacted]From 5.7.15 to 5.12.15 we communicated with this homeowner directly regarding this issue. Unfortunately, there is no new information to...

provide, and the answer remains the same. The price history will remain publicly available on our site, as long as it is publicly available in county records. As you can see, this data is available in public records: [redacted]

The property pages that appear on our sites are not managed by Zillow directly. Zillow does not automatically remove photos when a listing is canceled - this is something that is done by the listing owner or the homeowner who posted the listing. We provide tools for homeowners edit the home...

facts and photos that appear on the site. If this homeowner wishes to make any additional changes to the property page in the future, we encourage them to follow the instructions below: 1. Sign in to their Zillow account. 2. Navigate to the property page. 3. Click on the "More" drop down menu and then click on "Edit Home Facts and Photos." 4. They'll be taken through a few quick steps to verify that they are the homeowner before proceeding to a page where they can remove user-added photos and descriptions.To help expedite the desired resolution of this complaint, we have already removed user-­added photos and user-added home description from these Zillow and Trulia property pages on this homeowner's behalf. The changes can be viewed here:Zillow: http://www.zillow.com/homedetails/[redacted] Trulia: http://www.trulia.com/homes/[redacted]  If this individual has any other questions or similar requests in the future, our Consumer Care Teams can be reached out to us at [email protected] or [email protected].

Hi [redacted],
I have reviewed your account and it looks like you have a cancellation that is pending as of yesterday (6/13/2016). Please let me know if you have any questions.