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.

close

Find a Location

Zillow Group, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/24/2025

  Type:Delivery 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.

  Zillow has my cell phone number listed under a realtor I have contacted Zillow via phone partner support and 2 emails to support stating they received my emails and gave case numbers Yet nothing has been done 6 years of unwanted phone calls and texts for this realtor that died in 2019. Last sale was 2016. This is a major privacy issue and the numbers of calls and texts I receive is straight up harassment On the last call the partner support stated in order to remove her profile we need email information Just remove my number from her page? ****** her ****** ******* ************.

  Business Response

  Date: 07/30/2025

  "This individual recently contacted our Partner Support team for assistance. We strive to address customer requests as quickly as possible, in the order we receive them. Our Partner Support team has been in contact with this individual regarding their concerns (case# ********)
  
  Our Partner Support team has closed the Zillow agent account that contained this individual's phone number. As a result, the phone number in question is no longer available on our site.
  
  We consider this matter resolved. If this individual needs additional assistance, we encourage them to reach out to us directly at *********************************************************.

  Customer Answer

  Date: 07/30/2025

   
  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.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:07/16/2025

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Zillow****** regarding the unfair suspension of my account and removal of two premium rental listings for which I have paid.On July 3rd 2025, July 14th 2025 , I purchased two premium rental listings on Zillow for my recently acquired rental properties. Without any prior verification email, warning, or opportunity to submit required documentation, both listings were removed by Zillow.Subsequently, my Zillow account was completely blocked, preventing me from accessing the platform or managing my listings. I never received any verification requests by email or any other communication explaining the suspension.When I attempted to contact Zillow support to resolve the issue, my emails bounced back as undeliverable, and my submitted support tickets were either ignored or marked as "solved" without any meaningful resolution.Regarding the verification requirements Zillow listed (mortgage documents, LLC registration, property tax bills, and insurance), I would like to clarify the following:- I recently purchased these properties with full cash payment, so I do not have any mortgage documents.- I have not established an LLC for these properties.- Since the properties were recently purchased, I do not yet have property tax bills or insurance documents.- The only official proof of ownership I have is the Title Deed, which I have provided to Zillow.This entire situation has caused me significant financial loss and stress, as my rental opportunities have been severely impacted by Zillow's failure to process my account correctly and provide adequate customer support.I am requesting that ********************** either reinstate my account and listings promptly or issue a full refund for the premium listing fees I paid.I appreciate your assistance in this matter and look forward to a fair resolution.Sincerely,

  Business Response

  Date: 07/24/2025

  This individual recently contacted our Support team for assistance. We strive to address customer requests as quickly as possible, in the order we receive them. On July 16th we reached out to the individual via ticket # ******** and we asked them to provide ownership documentation per our Listings Quality Policy. Under our Terms of Use, Zillow Group may request documentation to confirm the accuracy and authenticity of the listing. The individual did not provide the documentation that was requested so we made a second inquiry on July 17th and a 3rd on July 18th. The documentation was provided on July 18th and the individual's account access was restored that same date. As the account access was previously restored, we consider this matter resolved. If this individual needs additional assistance, we encourage them to reply to the initial email correspondence with our team.

• Initial Complaint

  Date:07/16/2025

  Type:Product 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.

  I contacted Zillow to request the removal of all photos associated with my listing. Zillow acknowledged my request and confirmed that the photos and listing had been removed.However, as of today, the photos are still publicly visible on their platform. Note that I have already attempted to delete the listing myself, but Zillow retains and displays it regardless.I am requesting the permanent removal of all photos associated with my property from Zillows website, mobile app, and any syndicated platforms.

  Business Response

  Date: 07/30/2025

  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 (case# ********).
  
  Our support team has removed the photos of this individual's home, as requested. This can be confirmed here: ****************************************************************************************************
  
  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.

  Customer Answer

  Date: 07/30/2025

   
  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.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:07/15/2025

  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 am a real estate agent in ***************. I subscribed to Zillows Premier Agent via ShowingTime plus sign. I was supposed to pay $450 per month and receive featured listings and other services from Zillow/ShowingTime +. Ive not received these services and *** tried repeatedly to Contact my sales rep ****** via phone, voice message, text, email and Ive even tried their tech-support email and phone. The email says that theyre forwarding my inquiry to Premier Agent and then I never hear from anyone. When I try the calling, the automated line says I am not a Premier Agent based on my phone number and to enter my phone number So I do and it rejects me. So I try to use the regular number and its for me to the Premier Agent An endless loop of not getting anyone to respond to me.All Im looking to do is to cancel the service and receive a full refund of the June 11, 2025 $450 payment that was billed my credit card as well as the July 10 $450 payment that was billed to my credit card because no services have been rendered and have not received any customer service or support this service requires me to use three different platforms and higher Photographer it is way too complicated. So Ive been trying to cancel it for over a month now and have reached no one at Zillow, ShowingTime + or Premier Agent as Im still unclear if its one company or three in a partnership. Please help me stop the $450 monthly billing as well as refund the two payments.

  Business Response

  Date: 07/24/2025

  Thank you for contacting us regarding your concerns with your ********************* Premier Agent and ************ are both under the Zillow umbrella, but they are unique services and each has their own specialized support. After investigating, I confirmed you are not a Premier Agent, so Premier Agent phone support is not available. The service you've paid for is Zillow Showcase. We contacted a manager on their team and they've confirmed that the account is not eligible for a refund at this time, but we're happy to get you connected to the proper team to assist with your ************ services and contract. The contact information for them is *************************** for e-mail and ************** by phone and they're available 7 days a week to assist. 

• Initial Complaint

  Date:07/14/2025

  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.

  My husband and I paid $35 each for Zillow applications and we've received absolutely no help in finding a place to live for our family. Every application we've put in has been ghosted and Zillow doesn't hold the seller accountable at all for ghosting applications. Our family is literally homeless now that we trusted Zillow

  Business Response

  Date: 07/22/2025

  We recognize the difficult situation the individual and their family are experiencing, and we are sorry to hear about their housing challenges. Zillows platform connects renters with landlords and property managers, but we do not manage listings or control the rental process. Each landlord is responsible for reviewing applications and responding to inquiries, and while we encourage timely communication, we cannot ensure a response from the landlord.
  
  The individual used the application service fee to apply to multiple properties within the 30-day period, as intended. We are continuously working to improve the renter experience, including encouraging landlords to respond to applicants.
  
  If the individual has further questions or needs additional assistance, they may contact us directly at **********************************************

• Initial Complaint

  Date:07/09/2025

  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 is requesting a referral fee for introduction to this client. I have switched firms since the initial introduction and the real estate transaction happened with a new firm. However, since it was a referral to ME, I do need to pay it (and am actively trying to). I have reached out to Zillow's team 7 times, and have responded multiple times to their automatic and individual emails to get this corrected with no resolution. My firm is holding this commission fee until we receive the referral fee, which is the correct thing to do, however the closing happened two weeks ago at this point and I am no further in getting this resolved. There is no customer service phone number to call, only an email. I initially reached out one month ago (June 9) which would have been plenty of time had they resolved this issue. There was one response from them on July 1 that gave me any actionable steps to resolve this on my end, however my response was that I cannot follow the steps that were given because I am no longer associated with my former team. I DID reach out to my former team and they are also either unwilling or unable to help me. They are no longer associated with the Zillow Flex team, therefore do not have access to the process she detailed. I am at the end of my abilities and need this resolved by this company. All they need to do is change the brokerage firm to ********************** and we'll be done.

  Business Response

  Date: 07/16/2025

  Thank you for letting us know about these concerns. We confirmed the internal ************* team responded to your request on July 11th, 2025 and provided the requested documentation. Should you have any further questions or concerns about remitting this Flex Success Fee, please respond to the email received or contact ************************************* directly.

• Initial Complaint

  Date:07/08/2025

  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.

  I have used the Trulia app which is managed by Zillow for the purpose of finding a rental apartment x2 in the last 5 years. The first time was for an apartment in **************, ** and the second time which is the most recent has been in **********, **. Each time I did find an apartment that fit within my budget. However, each time the rental apartment was in a multi- apartment house which I didn't mind. But, at each place I have been subjected to extreme psychological distress mainly from other tenants in the building who are obviously mentally unstable. And, there is heavy drug use, marijuana, and possibly worse as I have found in each apartment makeshift implements to snort cocaine left over from previous tenants. Each landlord has made me sign a lease stating any drug use is illegal and cause for eviction but when I report it nothing is done. And, in Council Bluffs the tenants above me were blatantly and openly dealing drugs and the landlord, a Catholic family business, simply tried to gaslight me saying those tenants just had "alot of friends". I was treated as if I was the problem. At each rental location I have been subjected to **************** such as doors being kicked in. In Council Bluffs a woman high on drugs tried to kick in my front door and here in ********** another tenant kicked in the newly replaced main door to the building because it was locked like it's supposed to be. I have only been at the address I have provided for this complaint 2.5 months and have been repeatedly verbally abused and sleep deprived by another female tenant who the landlord says is on medication for mental issues as well as subjected to the **************** of the door destruction. It's obvious these listings are being used as well by agencies in the city to place such people who have mental and emotional problems as there's no longer mental facilities to keep such people. Neither listing advised prospective renters that such people are tenants in these buildings.

  Business Response

  Date: 07/25/2025

  Zillow takes scams very seriously. We have measures in place to prevent against and proactively scan for fraud, however, we're constantly investigating ways to improve our systems. Please note that once a fraudulent listing is reported to us, it will be removed within 24 hours. 
   
  While Zillow is a platform for hosting listings, Zillow is not responsible for transactions that occur between renters and landlords. Please see our Terms of Use: ************************************************. However, we do make it a priority to disable any fraudulent listings and/or users which is why the listing has been removed and the fraudulent user has been blocked from further use. 
   
  We do provide information on how to protect oneself against fraud. In general, always be wary of giving personal information, financial information, or payments of any kind to people you don't know personally. Here is our FAQ on rental and internet scams: *********************************************************************************************
   
  Should the user have any further questions, they may reach out to us directly at *****************************************************************. 
   
  
  

  Customer Answer

  Date: 07/26/2025

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/08/2025

  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.

  Hello,I used Zillow rental manager to collect rent as a landlord. Zillow rental manger website says the rent payment was completed but I never received the money in the bank. I submitted the tickets but no one responded. It is a scam website and stealing my tenants money.

  Business Response

  Date: 07/14/2025

  We understand the frustration of the individual regarding the delay in receiving their rent payment. Our payment processor notified us of an issue with depositing payments, which has since been resolved. The payment was successfully deposited into the individual's account on July 9th, and we consider this matter resolved. If the individual requires further assistance, we encourage them to reply to the initial email correspondence with our Customer Support team.

• Initial Complaint

  Date:07/02/2025

  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 and my listing agent through *** reported incorrect facts about my home. For instance, it does not have a wood-burning fireplace. The livable square footage is 745 ft.. The basement was never made to be a living. Space has radon, moisture, and mold problems and the bedroom and the basement as well as the bathroom weredamaged by moisture and mold, including the rec area with carpet it had to be ramoved. I have since had the county in to verify this however Zillow is reporting my home as a three bedroom two bath at 945 ft. when itsactually a two bedroom one bath at *********************************************************************************************** to correct this, but Zillow refuses to do it. Since I am experiencing financial harm as a result, and there is no reason they cannot correct this information other than their willful refusal to do so I am filing a complaint.

  Business Response

  Date: 07/02/2025

  After reviewing our records, it appears that our Customer Support team has already been in communication with this individual regarding this concern (Ticket #********). In recap, to bring our customers the most up-to-date housing information, Zillow Group sources listing data directly from the multiple listing service (MLS), which mandates that Zillow Group comply with related agreements & industry standards. For some off-market properties, including the home located at **************************************, Zillow Group began receiving data directly from the ***. In these cases, updating home facts and removing photos remains unavailable. For these homes, the home data is sourced from the last for-sale listing for the home. We understand Ms. ****** desire to update their home's information, and we continue to be actively working on a user-friendly solution.
  
  We consider this matter resolved. If this individual requires additional assistance with anything else, we encourage them to reply to the initial email correspondence with our Customer Support team.

• Initial Complaint

  Date:07/01/2025

  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.

  Purchased a marketing campaign through Zillow for a term of 6 months. For a large monthly fee my lender partner and I were to get 3.9 live connection calls per month and 1 additional lead for a total of 5 leads per month (30 leads for 6mos). The first month we received 0. I voiced my concern to ***** my business advisor with Zillow and was advised it will get better and it was based off a 6 mos average. After repeated documented emails and recorded phone calls (escalating to 1st line manager *****) our 6 mos total was 18. Should have been 30. Not only did we receive approximately half of the paid for leads, but the lead quality was absolutely horrendous. Several leads we weren't able to contact. Many had zero intentions of buying or selling and merely wanted to see who the contractor was on a neighbors home. Multiple leads even said they had their own Realtor and wouldn't use me. I'd go as far to suggest that Zillow pays paid actors to "act" as a lead in order to try and fulfill their marketing lead campaign obligations. Had I decided to only pay half of my budget, I'd think Zillow wouldn't like that. It's only fair that they refund 3 months minimum add budget. Taking money for advertising campaigns and not delivering on those advertised numbers is like stealing. Shame on you Zillow.

  Business Response

  Date: 07/10/2025

  Thank you for letting us know about your concerns. ************* advertising is provided under a market-based pricing model, and while we may provide an estimate, Zillow Group does not guarantee that any number of connections will be delivered. Connections are offered proportionally to an advertisers Share of Voice within a zip code and volume may vary widely depending on the number of impressions available in that zip code, the number of other advertisers purchasing advertising in that zip code and the budgets set by such other advertisers. If you have additional concerns about how your campaign was conducted, the next best step would be to reach out to your former Zillow Business Advisor to resolve the issue.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23542983
  
  I am rejecting this response because:

  Ive contacted my former Zillow business advisor, ***** ******, and her supervisor, ***** *********-*****, over 10 times regarding a consistent lack of lead delivery from my ad campaign.

  In multiple calls which Zillow confirmed were recorded both ***** and ***** acknowledged that I was not receiving the volume of leads that my marketing spend was supposed to generate. They also agreed that a potential adjustment or refund could be considered, but only after the full 6-month campaign concluded so they could review the average results.

  After numerous failed attempts to resolve this with ***** (who stated the situation was outside her authority), I turned to ***** who has since stopped responding to my emails and voicemails altogether.
  Whats especially concerning is that Zillow admitted their lead delivery model is affected by external factors including other agents buying into the same zip codes which dilutes the results. This was never disclosed upfront, and contradicts the expectations set during my onboarding, where I was led to believe I was paying for a specific, consistent number of leads per month based on my investment.
  Zillows practice of overselling territories without informing existing customers creates a false impression of exclusivity and reliability, and in my opinion constitutes misrepresentation and gross negligence. It is unreasonable and unacceptable to expect customers to continue paying thousands of dollars for lead volumes that Zillow itself acknowledges it cannot deliver.
  If a fair refund or adjustment is not issued based on these facts which Zillows own staff have acknowledged I may be forced to dispute the charges with my credit card provider.

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

  Business Response

  Date: 07/26/2025

  The Premier Agent contract terms outline the details of your advertising with Zillow, including the refund and collections policy. As stated, Zillow Group cannot guarantee the number of views or leads for Ads. Advertising is not refundable and any unpaid or reversed amounts will be referred to collections. At this time, we consider this matter resolved.