Complaints

This profile includes complaints for Zillow Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zillow Group, Inc.

  1301 2nd Ave Fl 31 Seattle, WA 98101-0003

• 

  Zillow Group

  535 Mission St Ste 700 San Francisco, CA 94105-3333

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/20/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a month ago we learned someone had listed our home for sell on Zillow. We have contact Zillow many times. Have had friends and realtors report this scam. We have had realtors contact wanting to help us sell our home by mail, phone calls and text. I received a email from *********************** of Zillow saying the matter was settled, that the person was barred from using Zillow and our home was no longer listed. And that was truefor a week. My home is now back on Zillow, same phone number for the scammer. It appears Zillow will no longer let me report this scam as when I send the scam report I do not get a reply email confirming they got my complaint. The pictures the scammer is using are from 2015 when we bought this house. The description is not accurate. Please help me get my house off of Zillow permanently.

  Business Response

  Date: 08/24/2022

  This individual recently contacted our Customer Support team for assistance. We strive to address customer requests as quickly as possible, in the order we receive them. Our support team has been in contact with this individual regarding this issue (case# ********).
  
  The For Sale by Owner listing for this property was syndicated to Zillow via the *** from a flat-fee FSBO listing service, it was not posted directly on Zillow. After reviewing this listing, our support team has now blocked this *** feed, which has removed this FSBO listing from Zillow.
  
  We consider this matter resolved. If this individual needs additional assistance, we encourage them to reply back to the initial email correspondence with our Customer Support team.

• Initial Complaint

  Date:08/20/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a CA licensed **** Estate Agent and currently have an active listing where Zillow estimate ("Zestimate") is about $150K off, which I believe has created a negative impact on my listing when it comes to prospective buyers who look at Zillow estimates. I have sent an email to the Zillow Partner Support link on 8/14 with detailed information for the value dispute, listing the property types in this particular community, as well as provided relevant true/appropriate comparables. I received a generic automatic reply that the issue had been received and that it would be investigated (no turn time provided). Throughout this week, both myself and my brokerage had been trying to contact Zillow using multiple available phone numbers to no avail. Unless you're a paid "Premier Agent" or paid advertisers, you simply cannot reach anyone at Zillow. The automated message would state that they are "unable to match your phone number to [their] list of Premier Agent" and it would refer you back to the website's FAQ's. Time is of the essence, as this error in value ($150K is rather significant), we believe, is having a negative impact on the listing. We need help with getting someone at Zillow to respond to our request ASAP. The case/request # assigned is ********. Thank you in advance for your help with this matter.

  Business Response

  Date: 08/22/2022

  Thank you for letting us know about the support ticket you have submit for a property. A member of the Partner Support team will be following up with you directly.

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17745510
  
  I am rejecting this response because:

   

  All that Zillow did was sent a generic response to me about how Zillow estimate is based on an algorithm, which does NOT address the issue at hand. As a real estate professional, I'm well aware of Zillow's automated algorithm. The issue at hand is that my listing is the only one in this community with this issue. All other listings in the area/this specific community have appropriate comps/Zestimate that are in line. Even when you click on my listing's Zestimate, it says "The list price and Zestimate for this home are very different, so we might be missing something."  Therefore, I have provided an explanation and detailed comp data. Zillow--please actually review and assist ASAP.

  
  
  
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/30/2022

  The Zestimate is an estimate produced by a computer-generated algorithm using public and user-submitted data available for each individual home. As a result, we cannot manually change or remove an individual Zestimate. 
  
  The Zestimate is not a fixed value. It is an estimate - not an appraisal - and we make this clear on our site (www.zillow.com/zestimate).As in your case, if there is not enough data that we are receiving to satisfy the algorithm, then one will not be displayed. The number of transactions in an area affects how much we know about the specific market values of the homes within the area. The more transactions there are to evaluate, the more data the Zestimate can analyze to improve its accuracy.
  
  While listing a home for sale provides us with more data to analyze, if the additional data is not significant enough to calculate an accurate Zestimate, we will not be able to product a Zestimate for the home.
  
  People ultimately have more fundamental reasons that drive what they choose to buy or not buy. 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 as many details as they can in the description section of the property page. This provides the opportunity to explain what they feel their 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. This feedback has already been recorded and it will be used to help improve the Zestimate algorithm in the future. We consider this matter resolved.

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17745510
  
  I am rejecting this response because:

  Zillow continues to provide a generic email explanation that their estimates are based on an algorithm, and hasn't taken any action to actually further research the information provided to address this issue. As a real estate professional, I'm well aware of Zillow's automated algorithm. The issue at hand is that my listing is the only one in this community with this issue. All other listings have appropriate comps/Zestimate. Even when you click on my listing's Zestimate, it says "The list price and Zestimate for this home are very different, so we might be missing something." Therefore,I have provided a detailed explanation and relevant comps in the original email to Zillow. Nothing has been done, except Zillow keeps providing a generic email about their algorithm. This is poor business practice and should not be acceptable, as whether or not we like it, Zillow estimates can and does influence the average consumer's perception of a listing. Please assist.

  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/09/2022

  This client has been in contact with a member of the Partner Support Team regarding their concerns. We consider this matter resolved.

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17745510
  
  I am rejecting this response because: This matter has NOT been resolved as stated by Zillow's response to BBB. The fact that Zillow kept sending a generic response as to how their algorithm works and hasn't actually done anything else at all to look into the relevant information provided to resolve the issue DOES NOT actually resolve the issue/complaint. Unacceptable business practice.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid zillow for background check and credit report which gives me 30 days of applying for rentals I have downloaded the app on my phone and selected ones that I was interested in when I get a text message from Zillow saying that they are sending me a message with a link to respond it does not take me anywhere and there is no phone number to call them so I am getting nowhere with applying for places and my ************************************************* a motel and I need a place to live there is no phone number to contact anybody about this problem and I feel like Zillow needs to do something about their practices they are leaving me homeless because their inability to have any technical support for renters only for landlords or homeowners

  Business Response

  Date: 08/30/2022

  This individual recently contacted our Customer Support team for assistance. We strive to address customer requests as quickly as possible, in the order we receive them. Our support team has been in contact with this individual regarding this issue (ticket #********).
  
  This individual purchased an online rental application through Zillow. This application allows this individual to apply to any participating rental listing within a 30-day period at no extra cost. If this individual does not use this application service to apply for any other rental properties within 30 days of their purchase, they can reply directly to their correspondence with our support team at the end of their 30-day period, and a refund can be issued.
  
  We consider this matter resolved. If this individual needs additional assistance, we encourage them to reply back to the initial email correspondence with our Customer Support team.

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zillow has highlighted on their updated listing page a negative comment about my house that is swaying buyers away. Instead of saying something positive, like lake views or lake access, they have: price increase $125,000 since July 11th (^125K). I am upset that they have, on their own, decided to highlight this price increase without my or my realtor's knowledge or permission. I emailed Zillow's customer service to ask if they would please take that off and put something positive up to take its place, and so did my listing agent from *****************************. She listed my house on July 11th. She cannot get a hold of Zillow to have the negative statement removed about my house. My saves on Zillow are continuing to go downward, and I believe it is from their negative connotation at the top under their updates section. I've enclosed a snapshot of this page with my house showing at the top 125k increase. I am a senior citizen and I need to sell my house before the weather gets bad because I am going over the Rocky ********* to the coast of ****** from ********. Zillow should not have the right to put something negative up about someone's house that is for sale by a license realtor. There should be a way for my realtor to contact Zillow to have this change taken off and simply have something positive put up. like lake views as my house has. If they continue to negatively advertise my house as having simply increased in price, I am going to pursue this farther. This is affecting the sale of my home and I am a senior citizen!

  Business Response

  Date: 08/24/2022

  After reviewing the Zillow Search results for ***************, ** on both the Zillow desktop website and the Zillow mobile app, as well as the listing itself, we have confirmed that the "Price Increase" notification is not currently displayed on the For Sale (in Pending status) listing for this individual's home. This can be confirmed on both the following link and the attached screenshots: https://www.zillow.com/homedetails/1518-*************-***************-**-49060/84491447_zpid/
  
  We consider this matter resolved. If this individual needs additional assistance, we encourage them to contact our Customer Support team directly at [email protected].

  Customer Answer

  Date: 09/01/2022

  You didn't give me enough time to respond. Zillow does not respond when you write to them regarding misrepresentation of a listing on their site. The reason why they stopped advertising my house as overprice, going up  $125k was because we decided to have an open house and that open house update overrid their terrible negative comment about my house. That is how it stopped; nothing that Zillow did, did anything. They need to communicate with their customers and the realtors because they are damaging people's property when they do not respond.

   

  *************************;

• Initial Complaint

  Date:08/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the Zillow Premier Agent program April 11, 2022 with a budget of $507/month and a 6 month commitment to buy 106% of the leads for my zip. Estimated "connection" leads were 8.6/month and the estimated "direct call" leads were 11.2/month. The business advisor I spoke with before buying the leads, *******************, explained that leads would be vetted with two questions; "Are you looking to buy a home in the next six months?" and "Would you like to be connected with a Premier Agent?" During my first month with the program, I only received 2 "connection" leads and one of these said on the recorded line that they are not looking to buy for at least a year or two. I only received 2-3 "direct call" leads, one of which told me I had the wrong number and hung up on me, the others never answered any communication. I told my business advisor and he seemd both surprised and concerned that I was being undelivered. He said he spoke to his manager and things would turn around quickly. He also said that due to the leads being undelivered for my zip code, they stopped asking the vetting questions. I never would have signed up for these leads if they were not going to be vetted as promised. This month I received only 2 "connection" leads again. One wanted to buy a $5mm property sight-unseen using a $15mm debit card. I reported this scam to my business advisor and he said that he would talk to his manager about getting me a refund and he would call me back by the end of the day. For the next 2 weeks he did not answer my calls/texts/emails until he finally sent a boiler-plate message saying "I'd recommend continuing to answer your phone and exercising patience". Today my estimated leads show up at 2.2 "connection" leads and 1.6 "direct call" leads/month. I don't believe I should be paying 100% of the cost for 25% of the leads I signed up for. I understand it is an estimate but Zillow should be able to estimate with more accuracy. And the leads are not even being vetted.

  Business Response

  Date: 08/23/2022

  Thank you for providing feedback on your experience. During our validation connection process, home shoppers are asked, Are you potentially in the market to buy a home? If the home shopper says yes, our Premier Agent team will attempt to connect them with a Premier Agent. This helps streamline the process and increases connection volume for Premier Agents and Brokers.

  While our goal is to deliver the estimated impressions amount, per Zillow Group *** Services and Listing Ads Terms of Use, we do not guarantee that any number of impressions will be delivered nor do we provide refunds for services already rendered. We do strive to meet the estimated amount of impressions however, these may be subject to frequent changes and are based on budgets set by other advertisers.

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17730356
  
  I am rejecting this response because:

  When paying for an estimated number of leads, that estimate should be reasonably accurate. I signed up for an estimated 20 total leads per month and now my estimate is 4 leads per month. You cannot revise your estimate down by 80% and charge the same price as your original quoted estimate. If you are going to adjust your estimates by more than 10% you should also adjust your pricing. Month after month my business advisor tells me that "some months I will receive less leads than promised, some months more" but I have never received more. My percentage market share of leads in this zip code has not changed from over 100%, I am still the highest paying client in my zip code. This is a clear bait and switch. No one would be happy with this service.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/31/2022

  The amount estimated is based on a number of factors, including consumer volume/inquiries, seasonality, and budgets set by other advertisers. This is outlined in our Zillow Group *** Services and Listing Ads Terms of Use that we do not guarantee that any number of impressions will be delivered. We do however, strive to meet the estimated amount of impressions. I sent up your feedback to our product team, as they are actively seeking ways to improve this product to ensure the best experience possible. We consider this matter resolved. 

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17730356
  
  I am rejecting this response because:
  

  "Striving" to deliver the number of leads you estimate is not acceptable. If you cannot deliver within 10% of the number you estimate, you should be providing some sort of refund or adjusted pricing. To deliver 75% less than your estimate for 6 consecutive months is not acceptable and should be considered a breach of contract. I was also told by my business advisor that you have had to relax your screening process due to underdelivery of leads. So now I am not getting the quantity or the quality I was sold on.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/14/2022

  We have provided this client with all the information regarding Terms of Use for Zillow Premier Agent advertising services. We encourage this client to continue working with their Business advisor to reach a resolution. 

• Initial Complaint

  Date:08/16/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My house is on the market for $579k. Zillow picked up the listing and claims it to be worth only $542K. I and my realtor have done exhaustive research to price the home properly. I have discussed with Zillow and they simply told me to pound sand. please note the following:On Oct. 26, the ***********************************************) filed a consumer protection complaint to the ************************ (FTC) alleging ******** financial services and real estate provider Zillow.com is misleading consumers, real estate professionals and financial service providers in on-line home valuations.

  Business Response

  Date: 08/18/2022

  The Zestimate is an estimate produced by a computer-generated algorithm using public and user-submitted data available for each individual home. As a result, we cannot manually change or remove an individual Zestimate. 
  
  The Zestimate is not a fixed value. It is an estimate - not an appraisal - and we make this clear on our site (www.zillow.com/zestimate). 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.
  
  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).
  
  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 as many details as they can in the description section of the property page. This provides the opportunity to explain what they feel their 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. This feedback has already been recorded and it will be used to help improve the Zestimate algorithm as a whole in the future.
  
  Regarding this individual's request to remove their home from Zillow, 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. ************* 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.
  
  If this individual would like to remove the active For Sale listing for their home from our site, this listing is syndicating to Zillow via the **** Zillow does not have access to individual MLSs, and as a result, we are unable to remove this active listing. We would advise this individual to reach out to their real estate agent for assistance in removing their For Sale listing from Zillow.
  
  There is no further action or information we can provide at this time.

• Initial Complaint

  Date:08/15/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  StreetEasy has been tracking my phone. They have been using an app to track my phone. Each time I file a complaint they would change the add and put it up later.Sincerely,*******************************

  Business Response

  Date: 08/23/2022

  We would advise this user to reach out to consumercare@********************** directly with the email address attached to their current Zillow account, so that we may be of further assistance in this matter.

• Initial Complaint

  Date:08/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,On May 8, 2022, I submitted an online Help Request # #******** with Zillow to change the photo of my home that is displayed on their website as well as remove the 3 images that are currently displayed. Since May 8th, I have followed up 6 times on this request and I have not received any response or update at all from Zillow. While I do understand that "they are working on improving their portal", the lack of any response from Zillow is very troubling and unacceptable. It should not take 3 months to respond to a Help Request from a home owner.Thank you for the assistance and support in resolving this matter.

  Business Response

  Date: 08/19/2022

  After reviewing the property in question, we were able to inform this customer that we've recently changed the way we source listing data in an effort to provide the most up-to-date housing information. For some off-market homes, including theirs, the option to edit photos and home facts is not currently available. For these homes, the home data is sourced from the last listing for the home. Upon review, we found that this customer has successfully utilized the tool weve recently enabled which allows homeowners to hide their photos. Please note, that the ************* cannot be removed on some Recently Sold properties.
  
  
  If this individual requires additional assistance, we encourage them to reply to the initial email correspondence with our Customer Support team.

  Customer Answer

  Date: 08/21/2022

   
  Complaint: 17718880
  
  I am rejecting this response because:

  My Help Request was closed by Zillow before I was able to review Zillow's response to my inquiry.  After reviewing Zillow's response, I still have questions about the "Hide Photos" tool and I sent my follow up questions to *************
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/26/2022

  I can confirm that Zillow Group Customer Support team replied to ********************* regarding their additional questions about the hide photos tool on 8/25/2022 at 5:41 PM PST. This customer requested clarification on the functionality of the hide photos tool, which photos will be hidden, and concern regarding the Street View image and map data.
  
  We informed this customer that the street view image and map data displays for all property pages represented on Zillow.com and that they are provided by ****** Maps. While we cannot remove either the map tile or Street View Image directly, customers can request that the Street View image is blurred at the source, by contacting ****** Maps directly. At this time, we provided step by step instructions for submitting such a request with ******.com.
  
  Moving forward, while we informed this customer on Friday, August 19th, 2022 that the hide photos tool allows homeowners to hide all user-provided photos aside from the primary photo, which cannot be removed, we sent an additional reminder on 8/25/2022 at 5:41 PM that utilizing the hide photos tool does not removed the primary photo from being displayed on a property page on Zillow.com. The primary photo cannot be removed on some Recently Sold properties such as the one representing their home.
  
  Thank you,

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have used Zillow for rental listings for years, both paid and non-paid, mostly without issue. Ever since Zillow has changed how apartment listings for small operators are handled, we are having issues with listings for a small apartment complex. We continue to be directed to alter the same listing for apartments of different sizes and rental history, which has led to a current listing that has a wildly inaccurate "Zestimate" and inaccurate pricing/advertising history. The inaccurate information is turning prospective renters off. Additionally, since there is already a listing at the address, Zillow's system won't let us add any further listings at the address, so we are unable to market all of our available units, even when we use unit identifiers as they tell you to do. We paid $29.99 on June 27 for the "premier listing upgrade" which explicitly states you will have access to priority support. Since you can't get a human on the phone with Zillow, we have submitted numerous requests through the website in the manner in which they ask you to and have not received a single response. We subsequently emailed [email protected] on August 8 and August 9 and can see that both emails were opened, but no responses received. We have also emailed [email protected] on August 10, 11, and 15 and outside of receiving an autoreply giving us a case number (********), no response. All of those emails are shown as being read with read receipts. We paid for a service and would like to receive said service and assistance with getting the issues resolved.

  Business Response

  Date: 08/19/2022

  This individual recently contacted our Customer Support team for assistance. We strive to address customer requests as quickly as possible, in the order we receive them. Our support team has been in contact with this individual regarding their concerns (ticket #********).
  
  Our support team has updated the address for this individual's initial listing to include the correct unit number, which has resolved these issues. If this individual has any additional questions or concerns, we encourage them to reach back out to us through their initial correspondence with our Customer Support team.

  Customer Answer

  Date: 08/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While we are frustrated it took filing a BBB complaint to get the attention of the business, we are grateful for BBB's assistance in getting the attention of the business to resolve what turned out to be an incredibly simple matter. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/15/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had registered with Zillow while looking to lease an apartment in *************** ****** . I was asked to pay $ 29 for an application which I had done that. Soon after I had registered with Zillow, I had started receiving emails from strange companies soliciting sales and services including burial services. I felt offended where I had sent an email to Zillow to not sell my information and complained about them doing so. I received a reply saying that my information can be used by 3rd party vendors. I had sent them another email telling them to delete my account and my data and not using my personal information such as names birthdate, employment and salary and many others. They claimed they couldnt delete my personal data because I had paid $ 29 an active account. I threatened them if they dont delete my data I will contact government agencies which I did not receive any answer . It seems to me Zillow thinks they can do whatever they do to make money without following the law in consumer privacy act. I think they would better listen and delete my data including those 3rd party vendors which they had given my personal data to them, or I will contact my districts representative to file a complaint.Thank you ***********************

  Business Response

  Date: 08/24/2022

  This individual recently contacted our Customer Support team for assistance. We strive to address customer requests as quickly as possible, in the order we receive them. Our support team has been in contact with this individual regarding this issue (case #********).
  
  We received this individual's data deletion request on 8-10-2022. If this individual has any questions regarding their data deletion request, we encourage them to reach out to us directly at [email protected]. We consider this matter resolved.

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17717907
  
  I am rejecting this response because:

  what this company Zillow has been doing shady business selling customers data to whoever paying them even adversaries as long as they get money. Second they had not stated the facts correctly since I had contacted them multiple times to delete my personal data. The message they had replied with a claim strive to help a customer is totally not true. I will attach screenshots of many emails showing I had tried to get Zillow to delete my personal information but they had refused to do so. This company should be held accountable for customers selling personal data and later will not delete their data if customers had requested that.
  
  Sincerely,
  
  ***********************

   

  
  
  Sincerely,
  
  ***********************