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:01/02/2023

  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.

  Regarding Zestimate for **** buckskinLn. *******,**, purchased 6/27/17.Zestimate at purchase date $ ******* purchased as investment for. $******. Zestimate 11/20/22. $232,579. Zestimate 11/21/22. $****** Zestimate 11/23/22. $ ******* Zestimate 11/27/22. $ ****** Zestimate 11/30/22. $ *******. Zestimate 12/2/22. $. ****** Zestimate. 12/6/22. $ *******. Zestimate. 12/16/22. $ ****** Zestimate 12/28/22. $ *******. Zestimate. 1/1/23. $ ****** This is an on going issue that buyers look at when reviewing a property.There is no reason unless they are deliberately doing this. This is the 5th Property that I have bought and or sold in the last 6 years so Ive been through this several times .. I strongly believe they are if not already cost me a sale.Since I purchased this property I have had a ****kw Sunpower solar system installed, ********** mini split system with multiple head heat pump for heating and a/c. 12 x 14 Primier Tall Ranch Tuff Shed built on site. Shed is wired with outlets and lights. 10 x 14 deck on rear of shed built on 2x6 joists for extra support. 4 foot green chain link fence around a tire property with 2 , 12 ft locked entry gates with walk in entry gate in rear. 4- remote control out door twin head security led lights. 9- Sunforce motion security lights through out property. Fresh sod with sprinkler system just to name a few items. Property Leveled with fill and gravel enough parking for multiple vehicles and a boat and motor home. Two 30 amp RV outlets. Two frost free faucets . What is going on ? They have no excuse and need to correct this issue that might have already cost me a sale.

  Business Response

  Date: 01/03/2023

  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.
  
  Zestimate fluctuation is both normal and expected. A Zestimate may change when new data is made available to us, homes sell, or the algorithm model is updated. Because there are thousands of data points used to calculate this estimated value, changes in the estimated value are anticipated. As of today, the Zestimate for this individual's home is currently $232,502.
  
  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.
  
  There is no further action or information we can provide at this time.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18673517
  
  I am rejecting this response because:it is not true because my property by their own Zestimate in 2017 was $ *******. I have spent well over $ 70,000

  on the property !  Zillow has changed the zestimate over my asking price multiple times in the last month alone only to change to the ****** that is

  less than their 2017 figure in a matter of days ! There is a new listing a mile from my property with a Zillow zestimate of $ ******* with no heat pump,

  fence, solar system just to name a few. Zillow is deliberately targeting my property maybe because they now have their own brokers.

  Realtor .com does not have this issue, so whats going on with Zillow. Will look for an agency to look into this company. This is the 5th property in 3 states

  that I have bought and or sold in the last 6 years so its not my first rodeo.

  Clearly targeting my property and will cost me a sale if they have. It already done so..
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/29/2022

  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.

  On 12/26/22, I started receiving a bunch of phone calls and texts from random numbers asking about a property I had for sale on Zillow. I went on the Zillow website and searched that property and saw that my number was listed under the property owner. I called them right away and told them about the error and if it could be removed since I have nothing to do with this listing and wanted the calls to stop. They said theyd put in a request, it didnt get resolved so I called again and they gave me the customer service email. I emailed that request and still no resolution. I went on ******* to complain and they asked me to email that over to another email so I forwarded that over and didnt get a response back. They have not replied to any of my requests and my number is still on that listing which when I looked on another retailer site, it shows that property is not for sale so its a scam listing. I had my phone on DND because I was getting calls every couple of minutes and it was getting to be too much. I ended up having to just change my phone number because I wouldnt stop getting harassed. Im furious that they did nothing to help even after I brought this to their attention numerous times. I understand that scams happen but a company needs to be on top of this when informed. I checked this morning, that listing and my now previous phone number, is still up on their site.

  Business Response

  Date: 12/30/2022

  After review, we have removed the For Sale by Owner listing that contained this individual's phone number. Additionally, this Zillow account used to post this listing has now been blocked from our site. 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. We have shared this individual's feedback and concerns to help improve our site.
  
  We consider this matter resolved. If this individual needs additional assistance, we encourage them to reach out to our Customer Support team directly at [email protected].

• Initial Complaint

  Date:12/28/2022

  Type:Billing 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.

  This company is terrible I wish I didnt have to give them any stars there is a man putting up this phone number ************ he has a very strong accent he gets u to do an application before you can see the place rent is low with supposedly all utilities included then he tells u that your credit card will not be charged till u see it then he says he wants the application fee zelled to him ************************* with this name! Then my credit card got charged 3 times by Zillow also! He is a fraud and so is Zillow This all happened on 11/12/22

  Business Response

  Date: 01/13/2023

  While looking in to this issue our rentals team has opened a new email correspondence with this individual today (1/13) the new case number is #********. We consider this matter resolved and encourage them to reply back to the email correspondence with our Rental Support team for further assistance with the reported issues.
  
  

• Initial Complaint

  Date:12/28/2022

  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 need access to my Zillow page to edit the overview and change some pictures of my new property. I have tried repeatedly to resolve this, but all i get is the runaround. Zillow insists its not in their power to give me access to change the overview, or description, of my home; even after demonstrating the requested documentation. like i said.. the run around. the current overview of my home is still describing the type of sale they want to make and its really not appropriate. i have never had this issue with Zillow. Would someone please help me get access to edit my overview and pictures of my Zillow account? i only own one property. i have several email correspondences with them documenting my attempts to resolve this, but its out of their hands? i bought this place back in November. how much longer will we be locked out? again, i am only asking to change the OVERVIEW (description not the facts they breakdown) and PICTURES, just the same access that other accounts have thank you for your help.

  Business Response

  Date: 12/29/2022

  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# ********).
  
  To bring consumers the most up-to-date housing information, we have changed how we source listing data. For some off-market homes, including the property page for this individual's home, the option to edit facts is not currently available. We are working on a solution to allow homeowners the ability to edit their home facts, however, we do not currently have an ETA for when this option might be available.
  
  If this individual has any additional questions or concerns, we encourage them to reply back to the initial email correspondence with our Customer Support team. There is no additional information or alternative action we can take regarding this request.

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18650849
  
  I am rejecting this response because: The description of my home, not the facts about my home, still indicates that my home is for sale. I bought this place over a month ago. I want it not advertised for sale. They need to remove the overview completely until I can edit it myself. When can I expect to do that? Is it another month or is it another year? This is completely acceptable that some company is allowed to keep a description of my property up as if its still for sale!
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/17/2023

  The property page for this individual's home is currently marked as "Sold" on Zillow, which means it is Off Market, and does not appear as being For Sale on our site, nor does it appear in search results for active For Sale listings on Zillow. This can be confirmed here: *************************************************************************************************************
  
  As stated in our previous response, at this time the option to edit home facts for some off-market homes, including this individual's home remains unavailable.
  
  We consider this matter resolved. There is no additional information or alternative action we can take regarding this request.

• Initial Complaint

  Date:12/23/2022

  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 own a small property management company, which is BBB-accredited and registered in both ** and **, and we recently bought a house in ************* and listed it for rent. Zillow flagged my account because it presumed that my listing of this new rental property was sucpicious and my account was deactivated. I was asked to submit confirmation that the house was mine, which I sent Zillow twice. After a number of weeks, I still haven't been able to access my account to **************** properties (I keep getting an error message that my account has been deactivated). Moreover, in the process, Zillow also wrongly marked my other rental property in ******** as available for rent, which it's not. While I received numerous emails from interested prospective tenants for the ******** property, which is not for rent, I received very few inquiries about our new listing in *************. I have emailed Zillow's support staff at least a dozen times, and what Zillow seems fails to understand is that their failure to resolve this issue both jeopardizes my company's financial security and prevents me from controling the information that exists online about my private properties.This is most evident by the fact that when I decieded to no longer use Zillow's services and I demanded that Zillow close my accounts, they have refused to close the accounts. Zillow's failure to address my grievance in a timely, transparent, and professional manner is reprehensible.

  Business Response

  Date: 12/29/2022

  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# ********).
  
  The issue impacting this individual's Zillow Rental Manager account has now been 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:12/22/2022

  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 am a licensed Realtor in ***********,***** and listed my clients home on the local MLS.Zillow imports all MLS data to their website to display all listed properties.My listing on **** Cotton Gin ****** *********** is showing up as ***************************************************************** is incorrect and can't be corrected by **** have been contacting Zillow about this matter via email and reported the error directly through message on the listing on Zillow.com For 3 weeks I have not been contacted nor has my listing been corrected.This is false advertisement,since my clients home is offered under a wrong address in a wrong location.Ontop of that,possible buyers are unable to find the listing,if looking in the actual area of the property.My client is missing out on finding a buyer through Zillow.Alot of agents and consumers use Zillow as a tool to find properties in my market.I would appreciate help with requesting Zillow to correct the error immediately.I am unable to contact Zillow by phone,since I am not part of their lead purchase program.

  Business Response

  Date: 12/28/2022

  Thank you for letting us know about the inconvenience experienced with your listing on Zillow. A member of the Partner Support Team is reaching out to this client directly to further assist. 

  Customer Answer

  Date: 12/28/2022

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

• Initial Complaint

  Date:12/21/2022

  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.

  Zillow has my house (**** ********************* ******, ** *****) listed as a foreclosure and it is not in foreclosure. Zillow has not answered any inquiries I have have made by phone or through their online support forms. I have made more than a dozen requests to Zillow for the foreclosure information to be removed from their website. This company should not be allowed to post false information about a person's property. They should be held accountable for having to quickly respond to consumers and remove this information.

  Business Response

  Date: 12/29/2022

  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# ********).
  
  Listings are sent to Zillow through a variety of sources such as brokerage, franchise, or ************************ (***) feeds. The listing for this individual's home is syndicating to Zillow from an *** feed. The *** feed for this individual's home is syndicating from currently includes the ************ Owned" Special Listing Condition, which is why the listing for their home is appearing as a Foreclosure listing on our site.
  
  We recommend this individual contact their agent to have the ************ Owned" Special Listing Condition deactivated at the *** source. Once this condition is no longer active on the ***, the Foreclosure status will no longer be displayed on 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.

  Customer Answer

  Date: 01/03/2023

   
  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. It would have been helpful if Zillow responded to my inquiry without me having to contact them more than a dozen times or having to resort to contacting the BBB.  
  
  

• Initial Complaint

  Date:12/19/2022

  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.

  ********************************************************************************************** Monday, December 19th, 2022 ZILLOW GROUP ************************************************************** ******************* Regarding: Very Serious Complaint Regarding: Case Number: # ******** Dear Zillow Group Executive:Good Morning or Good Afternoon to You!How is your day today in sunny *******, ********** and/or wherever else You are in the World?My day is going fine, thank you, except due to the Fact that I just posted an existing Advertisement of mine for a Studio going for $900.00/Month at *********************************************************************************************** and your system said that the AD was only partially posted which did Not make any sense to me.Your website also said that the AD is Not getting posted to all three (3) sites: trulia, hotpads and zillow.Also, this is for a Paid AD! NOT a FREE ad so i do Not know why the system thinks this is a room ad at NO charge when that was Never The Case!In Fact: I have posted the same AD before and Never Had This Problem, Nor Issue Ever Come Up!I already filed an additional complaint through your website about this issue and received the Case Number: # ********.Can somebody in customer service please fix my ADProperly and please contact ME back as well with the status of my Paid AD?If You would like to contact ME back, then please call me at: Voice/Messages/Text: **************.You may also email ME back at: ************************** or [email protected] am more than looking forward to hearing back from You with a Positive Response some time in the very near future.Thank you.Sincerely yours,****** ******************* Angry and Upset Loyal Zillow Group Rental Advertiser /HPS

  Business Response

  Date: 12/21/2022

  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# ********).
  
  Our support team has resolved this issue. This individual's property is now posted as For Rent on Zillow, Trulia, and Hotpads. This can be confirmed here:
  
  Zillow: https://www.zillow.com/homedetails/2535-**********************-FL-2-***********-**-90016/2096443086_zpid/
  Trulia: https://www.trulia.com/p/**/***********/2535-**********************-2-***********-**-90016--2173137375
  Hotpads: https://hotpads.com/2535-*****************-***********-**-90016-smxeqy/2/pad
  
  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: 12/21/2022

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

   

  thank u

• Initial Complaint

  Date:12/15/2022

  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 have requested multiple times for Zillow to remove pictures of my home, ****************************************************************************, from their listing. I purchased my home on November 19, 2019, and the entire listing, including ALL photos, remains. I want them deleted IMMEDIATELY, and they are refusing to do so. What can I do to file a major complaint against Zillow? They are worthless, and I do not want pictures of MY HOME on the internet. Please advise.

  Business Response

  Date: 12/19/2022

  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 has been in contact with this individual regarding this issue (case# ********).
  
  Our support team has removed the photos from the property page for this individual's home, as they requested. This can be confirmed here: https://www.zillow.com/homedetails/14125-*******************-************-**-28078/80454360_zpid/
  
  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:12/10/2022

  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.

  created a Zillow account who actually owns other platforms. i tried to to delete and deactivate my accounts that I used through Zillow platforms they own. As I used the platform I realized Zillow keeps consumer data it appears that individuals personal data is shared indirectly. However Zillow explains. I did not get a confirmation that my accounts was deleted and deactivated and my personal data is deactivated. Zillow states that it will take 90 days do delete all personal data from their systems. This is time consuming and not fair to consumers that their personal data is will sitting on their platforms for 90 days or more. Please have the federal government investigate how Zillow is using peoples personal data and selling the data to top agents and brokerages companies across the US.

  Business Response

  Date: 12/20/2022

  We have reviewed our records, and we could not find any record of phone calls received from the phone number provided, nor could we locate any requests made from the provided email address. Additionally, we were unable to locate a Zillow account, current or past, attached to the email address provided by this individual.
  
  After further review, we have not found a Zillow data deletion request made through our Privacy Portal under the provided email address. If this individual submitted a data deletion request for a Zillow profile registered under a different email address, the standard amount of time it takes to fully delete a customer's data can take up to 90 days. If this individual has any questions regarding this timeframe, we encourage them to reach out to us directly at [email protected].
  
  Regarding this individual's data, Zillow allows certain companies to place tracking technologies like cookies and pixels on our sites, which allows those companies to receive information about customer activity on ********************** that is associated with their browser or device. The companies may use that data to serve more relevant ads on our sites or others. Under some state laws, sharing data for online advertising like this may be considered a sale of information. Except for this kind of sharing, Zillow doesnt sell any consumer information.
  
  Consumers always have full control over whether these technologies work on their devices. They can be disabled entirely using our cookie consent preference tools (see the Zillow **************** or by clicking the Do Not Sell My Information link on our websites.
  
  For more information, this individual can visit https://privacy.zillowgroup.com
  
  We consider this matter resolved. If this individual needs additional assistance, we encourage them to reach out to our Customer Support team directly at either [email protected] or [email protected].