Zillow Customer Service

Calling Zillow isn't very helpful for any consumer who wants to have their questions answered quickly. The system is not set up to help homeowners who need help with their listings, and despite my best efforts, I couldn't navigate my way to an actual live customer sales representative. In fact, the customer care line seemed like an extensive directory tree for a voicemail system. 

Upon calling, I was immediately thanked for calling the Zillow Group. Then, the recorded message said real estate agents press 1, for customer service for home sellers and buyers press 2, for public relations press 3, for HR press 4, for Zillow closing press 5, and for Zillow home loans press 6. 

I pressed 2, since I was calling about incorrect details in my listing, and a recorded message thanked me for calling Zillow consumer care. Then, it told me that if I was having a problem listing my home as a seller to press 1, and all other callers should press 2. I paused for a second because I wasn't sure which to press, and it automatically hung up on me. Apparently, taking more than five seconds to decide was too much.

I called again and navigated back to the same place, and this time, I pressed 2, since that seemed like the broader category. However, I didn't reach a sales representative. Instead, I got a recorded message that told me I had reached Zillow consumer care and that I should leave a detailed message with my name, phone number and all the details of my issue. It also said that if the support issue involved a specific property, then to leave those details.

I didn't want to leave a message, so I tried again to get to a live representative by selecting option 1, which was for problems with a home for sale by the owner. This got me to a virtual assistant who asked me to describe my issue in a few words. I said "problems with my home listing" and it automatically assumed that there was a problem finding my listing online. 

I then had to listen to a speech in which it told me that all listings took 72 hours to go live and that if I didn't find my listing after that, I could go online and submit a help form for the fastest service. I called a third time, and this time, I switched my statement to "incorrect details in a listing" and essentially got the same message, but this time it invited me to leave a voicemail and they would get back to me within 5-7 business days. 

At this point, I gave up and left a message. I will probably go online as well, but it's clear that talking to a real person at Zillow is virtually impossible.