Leah S.
Concerning Experience - Zillow
I would caution anyone looking to do business with Zillow. We had incorrectly assumed that being one of the most recognizable names in the industry, our refinance experience would be professional and streamlined. Unfortunately, this was not the case. Not only were the emails riddled with typos and errors, but we were encouraged to sign documents with incorrect information on them, including my name and address. We were sent a congratulatory email meant for another client and my confidential credit information was sent to my business partner's address, in an entirely different state. When our appraisal came in low-- with errors, missing information, and a comp from over 2 years ago-- Zillow provided no feedback from the appraisal management company, for whom they stated they would submit our appeal. While the supervisor I spoke with was really nice, the fact that Zillow couldn't refund the money we spent doing business with them after such poor data management and a gross waste of time was really disheartening. Had I known how my data would be mishandled and that I couldn't trust that they actually followed up on the appeal, I wouldn't have done business with them in the first place. Not only did we lose out on the money that we spent during the process, but also the money we didn't save during the time we had to find another lender. We did end up moving forward with a new lender and had an excellent experience elsewhere, but it doesn't change the fact that the experience with Zillow was far less than stellar. I understand mistakes happen in business and had they communicated better regarding the data errors, made us whole so we could move on, offered to work with the appraisal management company to answer more of our questions, or worked to advocate for us as clients, I don't think I'd be as motivated to ensure others are aware of our experience. I can't recommend them to anyone, no part of this experience was redeeming.