I made the mistake yesterday of using the little "contact agent" form on Zillow. Within minutes I had two texts alleged agents and an email. All related.

The first text read "Hi Jack this is XXXXX (name redacted to avoid publicly calling anyone out- but I am available for offline communication if you require more data) we just got your inquiry about 1866 DANVILLE RD (it was in caps- I assume an automated system inputs the address) Are you going to be available in the next 10 minutes for a call?" I reply yes and receive "When is another good time to reach you between 9am and 7pm?" I reply 3pm tomorrow and receive "Great! Look forward to talking to you tomorrow at 3pm" I did not receive the in-ten-minutes call. At this point it starts to feel like I am dealing with an automated system. I ask if I am texting with a robot. I receive "I assist XXXXXX they are the buyer's agents and can assist you with the buying process. Look forward to talking to you at 3pm" I also do not receive a call at 3pm.

Second text "Hi Jack I saw that you sent an online request about a home for sale. Do you have questions about it or would you like to schedule some time to go look at the home? Also, as a courtesy, I created an account for you at XXXXX.com which allows you full access to the entire MLS. (bold is from me to draw attention to that specific line) I will send login information via email shortly. Look forward to connecting with you soon." I reply "Hi was also contacted by somebody named XXXX (character from first text) I'm a little bit confused as to who I should be talking to" and get "Hi Jack! Unfortunately if you're working with another agent I can't step on their toes. I hope you are able to secure the home". Note both texts are from folks at XXXXX.com

The email was essentially the companion piece to the second text.

So now I get on the phone. Calling either of the numbers that texted me yields nothing. No answer, no identified voicemail. However there is a third phone number in the email- I call that. The person answers, "This is Zillow can I XXXXX" (this time the redaction is my brain shutting off in shock). I say "Wait, this is Zillow? Like actual Zillow?" answer "yes this is Zillow." "Like you get paychecks from ZILLOW?" "Yes this is zillow let me connect you to one of our agents". (ah, so paid answering service given the script "this is zillow" I use one as well for my business accept that the service pretends they are in my office referring the call to me instead of pretending to work for a totally different company in a bid to trick the caller). I am now put through to XXXXX, yet another new person.

This person pretends to represent the property (they do not) and says it is under contract (it is) and that if MY HEART IS NOT SET ON THAT PROPERTY can they sell me some other ****. Blah blah check our website XXXXXX.com. Also we are through Keller Wiliams. I get another call and tell them I will call back.

Now at this point it is pretty clear that some system at Zillow refers people to agents not responsible for the properties in question- probably based on some paid subscription option available to realtors. I do some legwork and find out the actual agent XXXX (who is a victim in my assessment of this clusterXXX) and confirm the property is in contract, I get some additional details, and confirm she is not affiliated with Keller Williams *OR* the "as a courtesy we created an account for you" folks.

So- to sum up. If you are a buyer do not use Zillow's contact agent form. If you are a realtor do not expect to be notified if a buyer uses Zillow's contact agent form on the page with one of your listings. And if you are the third party that has bribed Zillow for leads through this bait and switch mechanism- don't sign people up for your mailing list without their permission. It is bad form.

Memphis, Tennessee

6 Votes