Zillow Group

Complaint: [redacted] I am rejecting this response because:Zillow never resolved any of my issuesIn fact, after spending days of trying to get a response from them through multiple emails, social media contact and also emailing a corporate team member, I heard back from them exactly once, in email formThis is what they said: "Thank you for reaching out We sincerely apologize for the delay I wanted to let you know that we are investigating why we are only receiving photos for this listing I will keep you posted as I learn."I never heard back from themThat was days agoI was lucky enough to have kept an old email from years ago with a corporate contact in itI emailed them and requested that they call meSomeone from their corporate office called me and then transferred me to the voicemail of the person mentioned aboveI left a detailed voicemail requesting helpNo one ever called me back.Nothing was resolved by ZillowI still have several tickets openIn fact, the only resolution I have achieved was by my own research and work into this matter - all independent of ZillowZillow never resolved anything on my behalf and for them to claim that they did is absurdAll they have done for the past two weeks is ignore my messages or stallIf you, in fact, look at the correspondence on the ticket in question, you will find my repeated and unanswered requests for help, and no resolution on their partIt was me who resolved the issue in question - not ZillowIt is still my contention that the customer service at Zillow is non-existent Sincerely,

We apologize for any confusion or frustration 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 MLSWe received a For Sale for the property in question through a real estate agent's listing feed: https://www.cbhunter.com/Property/ [redacted] We have removed this active For Sale listing from Zillow as requestedPlease note that the listing may still be actively posted on the real estate agent's websiteZillow does not have access to the agent's website so this individual may also need to contact the managing brokerage to remove the listing from their siteif this individual needs to reach out to us in the future, we encourage them to contact our Consumer Care Team through our Help Center at www.zillow.com/help

We apologize for any confusionThe messaging shown in the screenshot provided is regarding a Video Walk-throughSince the listing does not contain a video walk through (video taken from the Zillow App), this messaging will continue to appearIf you click on the link, it directs users to a page with instructions on how to add a video walk through to their listingsAgain, we do not have a feature available to upload videos that appear on third party sites into the Video Walk-through sectionUsers can add links to third-party videos in the virtual tour section This user has already added a link to the third-party videoIf they'd like a video walk through added to their listing, they can create one using the Zillow mobile app as previously instructedThere is no further action we can take at this time

We called zillow 1-number and canceled our service Tuesday 8/15/because we could not get in touch with our agent we normally deal with Pete T [redacted] the gentleman I spoke with advised me it would be canceled, the rep we normally deal with Pete must have gotten wind that we canceled and called my husband [redacted] phone on 8/16/trying to see why we wanted to cancel and was advised we may pick it back up but it's not in our budget right nowHe advise it would be canceled and our account would not be charged and that he would be out of the office for about a weekThe next day the deducted out of our account with out permission and after we were told they would notWe did not have a contract with them and the services are prepaid so they deducted the money after being told not toI called to resolve the issue and they stated they could not do anything about it I called back twice to ask for a manager and they denied having access to one both timesThey refuse

Zillow receives past sales information from public records data and from agent-reported salesOn occasion, this information can get misreported to us which looks to be the case hereAfter verifying with county records directly, we have removed the erroneous agent-reported sale transaction from our database effective immediately Regarding the emails for this home, this individual was setup to receive periodic notifications when they claimed ownership of the property pageWe have unsubscribed this email address from receiving any new alerts about the propertyIf this individual would like to manage their email notifications for saved homes further, they can do so by logging into their Zillow account and accessing the subscription page

Regarding this complaint, our developers were able to successfully fix the bug that was preventing the removal of this listing transactionThe erroneous listing transaction from 06/15/has been remove from this property pageThe change can be viewed in the price history section of the property page ( [redacted] ) or in the attached screenshot

Information on Zillow about my property is incorrect and Zillow is not fixing it Zillow’s market appreciation rate, according to their site is “based on the last sale at fair market value and does not consider foreclosures” For my property, however, they are basing the market appreciation on a recent foreclosure sale This is having a drastic impact to my property and is causing potential buyers to go away I have called and e-mailed Zillow numerous times with no response

I signed up for Zillow thinking it would be a way to get more buyersI am being charged $320/month for basically nothingI have made many complaints to them and have asked that they cancel my serviceI keep getting told that my reviews would change the amount of leads and the quality of leadsThat wasn't explained to me when I first signed upI was asked how many homes I had closed in the last months and was told that it was a good number and that would be beneficialI was told by my Sales Rep's mgr that I would be sent work arounds for cutting and pasting past reviewsI never received itI contacted the mgr three days later and told him that I still wish to cancelI was told that someone would reach out to meNo one didI am paying to get leads from ZillowThey are not deliveringZillow, in my opinion has not held up their end of the bargainI believe that the advertising to home buyers and sellers is advertisingBuyers do not understand that it is nothing more

Hello, We have tried to communicate with you to discuss options and your concernsOne of our General Managers have been trying to contact you to better assist you in this matter and have left voicemailsPlease contact us at the contact information that was provided for you through your voicemail for further assistance

Zillow held $related to advertising to be on their wait list in October Around January, I attempted to cancel my contract with them and request refundNo response, I followed up at the end of march/early April again as wellI have not hear any response, and there is no way for me to request this online I emailed: [redacted] @zillow.com

Zillow has listed our house for sale on their website without our authorizationWhen we contacted them to have them remove it they said they could do it because it's part of public recordsOur house isn't for sale

We have contacted Zillow times via phone message (they dont answer phone) and emailThey are continually labeling our listings as being in a different city than what they areThis is Advertising and in violation of local real estate lawsThey refuse to respond and correct issue

Zillow.com has posted a inaccurate review under my agent profile that was not verified by the person who filed the complaint [redacted] , is the person who filed the complaintThis person who filed the complaint is currently being charged under court for physically abusing his wife who has agreed to be available to verify the review her husband left on Zillow was fake and inaccurateHe did that on purpose to continue his behavior of abusing people physically and emotionally I have attempted to inform Zillow to verify the information with both parties regarding that listing to which I withdrew due to verbal threats from [redacted] after he agreed that I list his property.The address of the property is [redacted] *** To justify my argument please reach out to [redacted] *** who is [redacted] 's wife who also owns that property at [redacted] and the previous agent who experienced the same abuse that I went throughThe previous listing agent who also withdrew their

To Whom It May Concern: I have removed ***'s profile from ZillowUnfortunately, I am unable to do anything regarding the Google search resultsThe cause for those is that Google hasn't updated their search results with the most recent data for our siteWe have no control over the Google search results, however their search engine clears their cache every to days, so the search won't show the incorrect result indefinitelyTo have this process expedited, Google support has created a way to let them know that the data they are showing isn't up to date by going to the following linkPlease put the URL for the page in question in the URL box, and submit your request.https://www.google.com/webmasters/tools/submit-url

To whom it may concern: I have reached out to [redacted] regarding her review inquiries (https://zillow.zendesk.com/agent/tickets/ [redacted] ) All the best, Rochelle G.SrAgent Care Consultant Zillow Group

The Zestimate is an estimate calculated using a computer-generated algorithm using the data available for each homeThe algorithm uses public and user-submitted data, taking into account items such as home facts, price history and tax historyWe cannot manually change, edit, or remove individual Zestimates.It is a fluid number that can and will change based off the data received by the algorithmChanges to the home's facts may be factored into a home's Zestimate calculationDepending on what changes were made, the Zestimate may not change or could fluctuate while the algorithm takes these changes into accountSome fluctuation is and expected which is why we also provide a Zestimate Range on the pageThe Zestimate Range is the high and low estimate calculated by the Zestimate algorithmThe more information, the smaller the range, and the more accurate 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 valueThe Zestimate is not intended to replace a comparative market analysis or an appraisal, as they can take into account market intricacies that the Zestimate cannotZillow makes this clear on each property page (screenshot attached) and our website ( [redacted] ).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).We understand that some homes may be unique in ways that are not well captured by existing data and our current Zestimate modelTo 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 pageThis 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 feedbackReports 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: [redacted]

As mentioned in our previous correspondence with this individual, we cannot manually change or remove individual ZestimatesThe Zestimate is an estimate calculated using a proprietary computer-generated algorithmThe current Zestimate model uses millions of data points when calculating an estimate on each individual homeAny differences in data between two properties could result in a different Zestimate calculationIf the home facts were edited when posting the home for sale, the Zestimate may be recalculated to incorporate the new data provided about the home 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 valueThe Zestimate is not intended to replace a comparative market analysis or an appraisal, as they can take into account market intricacies that the Zestimate cannotZillow makes this clear on each property page (screenshot attached) and our website (http://www.zillow.com/zestimate/) 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)We understand that some homes may be unique in ways that are not well captured by existing data and our current Zestimate modelTo 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 pageThis provides the opportunity to explain what you 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 feedbackReports of possible issues with Zestimates are recorded to help with efforts to improve the Zestimate algorithm as a whole in the futureFor 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:I have not worked with either of the reviewers, they were not a seller or buyer and they said that in the review.I would like the reviews in questioned to be escalated to department that supervises the Zillow Ratings Review Moderations Team, as they are following their guidelines that are established by Zillow, as referenced below and apparently do not understand the difference between a buyer, seller and prospect, tenant, sales listing and rental listingOnce again the reviews in questions were not posted by a Buyer or Seller per their review guidelineCan anyone write a review?Only buyers and sellers who have communicated, or worked with an agent can write a review and submit a rating on that agentNote that we do provide a Service Provided category for "Never responded to my inquiry" for cases where a Reviewer contacts an agent but does not receive a responseSo, reviews may be left for cases of "attempted contact"Reviewers must register and create a profile on Zillow, then indicate the appropriate "Service Provided" option: the agent helped them buy or sell a home, or both, they shopped but didn't buy, listed but didn't sell, etcA review cannot be submitted for an agent "on the other side" of the transactionFor example, we would not permit a review from a home buyer left for the agent representing the home sellerZillow will determine whether such a relationship exists at our discretion and based solely on information contained in the review itself, or upon subsequent requests for clarification from the Reviewer, where we deem such clarification necessary Sincerely, [redacted]

I simply want to post my home "for sale by owner"I submitted a request, someone emailed me from their help department days later saying I couldn't have any contact information in my descriptionI deleted the contact info (even though it's ridiculous, and I see other fsbo adds with contact info)I resubmitted my fsbo listing, it's now days later and they are still ignoring all of my email and phone messagesHorrible customer service

To Whom It May Concern: [redacted] submitted a request to cancel one day after the billing cycle of March 15thAndrew put her through cancellations on 3/16/16, and the cancellation was processed on 3/24/ [redacted] should received her credit in approximately days from the cancellation for the cancelled days 3/24/through 4/15/For further questions, she can contact her rep Andrew P [redacted] at [redacted]