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Zillow Mortgage Marketplace Pricing/Policy Change

Dear Lenders:
As communicated previously Zillow Mortgage Marketplace is introducing a new, market-based fee system for customer-initiated contacts.  You will still be able to submit an unlimited number of loan quotes for free, but you will be required to pay a market-priced fee when borrowers contact you regarding your quotes.  

During this set-up period, you can pre-fund your Zillow account.  A minimum of $250 is required to set up an account.

When you receive a contact, Zillow will subtract the price of that contact from your account balance.  All contacts will be priced at $0 during the set-up period.

On December 9th, the set-up period will end and the market-pricing mechanism will be turned on.  Lenders who fund their accounts prior to December 9th will receive 25% off all contacts received during the first 30 days after the market-pricing mechanism is turned on.  Lenders who do not have funded accounts by December 9th will not be able to submit quotes or receive contacts from borrowers.

To add funds to your account visit Lender Home or e-mail our mortgage team at mortgagesales@zillow.com or call 1-877-661-3171.
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November 05 - US

Replies (115)

Important Policy Change- Effective Immediately

Since this new fee system requires lenders to pay for customer-initiated contacts, lenders are no longer permitted to list contact information in the "Lender Note" on quotes or the "About" section of Zillow Profiles.  Contact information includes phone number, e-mail address, or any Web site addresses or links.  Your contact information, if entered correctly in the designated spaces in your profile, is automatically provided to borrowers on every quote you submit.

Please update your Lender Notes.

Please update your Zillow Profile.

Thank you for using Zillow Mortgage Marketplace.
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November 05

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November 05
Profile picture for jcaf1918
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Since January 2009

Andrea;

  How are we supposed to get used to the new pricing system if we do not know how much certain type of leads are going to cost.  Also can you explain how it is going to work if a person wants to contact us through our profile but has not submitted a quote.
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November 05
It's a slap in the face to all of us that you have instituted this policy. Why we can no longer have contact information visible, and be able to discuss information with consumers via email/phone is beyond my ability to understand. What exactly is the logic behind this move? 



Not for nothing, but I smell mutiny on the horizon.
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November 05
Profile picture for Colorado Mtg Broker
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Since November 2009

If you remove the lenders contact information, then you should remove all realtors contact information. They get leads through the forums as well.  What's good for the goose is good for the gander.  Or better yet, why don't we just remove our 'Confirmed Lender' tab and then we should be able to put our contact information on. Yes? 
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November 05
Profile picture for NJShoreMortgage
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Since August 2009

2 questions:

Do we have a choice on how the borrower is allowed to contact us?
I place no value on an anonymous e-mailed request. I do place value on a live, interactive phone call.

If a borrower requests 30 year fixed and 5 year ARM, and I quote both...borrower contacts me...am I charged twice for placing two quotes?
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November 05
Profile picture for Bob Lowery
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Since February 2009

I agree Tammy.  I don't understand why lenders that have paid to be confirmed will not have contact info, but agents that haven't paid a penny get to keep their info in their profile. 

Andrea, when are we going to see examples of this pricing and the all the procedures spelled out?  Do you think lenders are going to just fork $250 over to Zillow with very little spelled out and so many unanswered questions?

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November 05
Profile picture for Gregorio Denny
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So no Linkedin, No Twitter, Facebook? Zillow is stepping back in time while everyone else is moving forward. You want so badly to suck every dime out of this that you are about to lose it all. 

Making money off the quotes is fine, I'll actually pay for them if pricing is fair, but now cutting off contact to whomever wants to stroll up to my window and contact me is absolutely ridiculous. 

Why don't you just block the access of profiles from the quotes? If your purpose is so that the borrower cannot contact the lender, bypassing the system, then just not make that unavailable in the quotes. No true client is going to write down the lenders names and go around the system by seeking to contact them outside of the quote. Everyone should have their profiles on Zillow including contact info or you will be making a huge mistake and your site will become useless. 

This is my opinion and my advice, so no angry phone calls please. 
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November 05
Profile picture for loanbysteve
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Zillow,
I see everyone scattered around here. Why dont you give us an example of the contacts we will receive BEFORE we put any money in YOUR account. Complete mess for a great lead source. You didn't listen to all your lenders.
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November 05
Profile picture for loanbysteve
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Gregorio,
I couldn't have said it better.

Zillow,
How are we to pay for a contact even WITH a phone number when there is a random garbage number they put in? And we end up paying for it.

Zillow,
See Gregorio's response about a million times over.
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November 05
Profile picture for CA UMB
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I agree with Tammy. Realtors being contacted from the advice forum at no charge and lenders being charged for the same, is not equal and, I beleive, not legal

There could be a class-action legal suit brewing, what do you think? If so, please contact me in a method where I will not be charged. ... Thank you, Rudi
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November 05
Profile picture for SDMortgagefinder.com
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Since July 2009

DavidG

When you posted your new policy previously within the confines of your post describing the roll out of the new loan quoting changes, I specifically asked if we were still able to post answers to questions, and receive contacts that way WITHOUT CHARGE.

Your responce to me in that thread was that I had misunderstood Gregarios comments, and that no charges would be levied for customers contacting us by answering questions and being able to access our contact information on our profiles.

Now today, I see that my profile information has been CHANGED for my phone number, and that in order for me to continue, I must put monies into my Zillow account.

I for one, feel that you have done a grave disservice to your participating lender members.  I have answered countless questions for borrowers as have many others.  NOTE:  My profile count is also inaccurrate since more than a year ago you updated your system which wipped out my comment count, so when you made the change my count started over.

While I understand your business model for those who want to quote rates, I see this as a step in the wrong direction for Zillow as far as helping borrowers with their questions.  Many times I will answer a clients question, get a follow-up call, and NOT get a loan out of it.

I have participated here on Zillow for almost three years now.  I and many others like me have helped to make Zillow what it has become through our participation.

My questions to you are:

I paid to become a confirmed lender, so why is my information now changed and unavailable to clients through threads?

Again, you indicated that no charges would be levied for those not posting rates or good faiths..........so why the Reversal to your statement?

Are you instituting the same changes for Realtors?  If not, I think you are open to Class Action Lawsuit...........especially when we have paid you previously to become a confirmed member.

You may not see it immediately, but I think Zillow will come back to regret these changes with the loss of many of your participating members.

What say you Zillow?
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November 05
Profile picture for Colorado Mtg Broker
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Or Zillow can refund us all our initial $25 charge for removing our contact information.
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November 05
Thank you Zillow. I need help recruiting members. You couldn't have pulled this garbage at a better time.



Join me, for free, FIGHT THE POWER!!!
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November 05
Profile picture for Gregorio Denny
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Since January 2009

What was touted as "free and unlimited" access now looks very limited to me. Bait and switch?

Full Size Image
 

 
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November 05
Profile picture for Colorado Mtg Broker
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Gregorio,

It was 'free' when it worked for Zillow and they were trying to get business. Now that they have turned into greedy money hungry people like most of corporate America, that 'free' thinking has gone out the window.
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November 05
Very interesting Gregorio. Very interesting indeed.
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November 05
Profile picture for DavidG
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Since August 2009

Hi Guys - 

I want to quickly clarify a few areas of confusion:

1) For those lenders that simply want to participate in these forums, there will be no charge for contacts you receive from Zillow users as a result of the advice you give here. You will ONLY be charged when you are contacted by a Zillow borrower who you have quoted on ZMM.

2) Zero risk policy. I understand that Zillow is still asking lenders for a leap of faith before you see market-based pricing fully kick in in December. Please note however that you can request to be refunded the remaining balance of your account at any time. Also remember that you will be cap'ing the maximum amount you will pay.
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November 05
Profile picture for SDMortgagefinder.com
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Since July 2009

Gee

I just did a test and went to the section for home buyers.

Guess What?

You can access a Realtors phone number, fax, Blog, Website, and it ALL COMES UP AND IS AVAILABLE TO THE CLIENT.

SO WHY THE CHANGE ZILLOW ONLY FOR LENDERS WHO HAVE PAID TO BECOME CONFIRMED?
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November 05
Profile picture for TarheelChip
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Zillow--

Can we still put a YouTube video up on our profile?
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November 05
Profile picture for TarheelChip
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Since April 2009

Zillow--

   Can we put hyperlinks on our profile?
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November 05
Profile picture for Colorado Mtg Broker
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Since November 2009

Try it and see Chip.
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November 05
Profile picture for Gregorio Denny
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Since January 2009

 Great news

 But, I don't want that number associated with my name in my profile. Clients write down contact information from Zillow and that IS NOT my number. 

I will most likely fund the account and take the leap of faith with you,  and have no issue with them calling them from within the quote, but  I do not want my clients to be calling me on that RECORDED line otherwise. Also note that when I called, I received NO DISCLAIMER telling me I was being recorded nor did when I called others. 

You did not address the topic of our profile information coming back because that's going to be a deal killer for many. Charge for the contacts through quotes and remove the ability for them to get to the profile from the quote but allow us to network like any other progressive real estate site in the year 2009. You truly cannot think that removing our profiles is going to be a good idea! Doing so would "limit" our access and since it would ONLY limit it for the confirmed lenders, it would seem to contradict the original pitch given for us to sign up.
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November 05
Profile picture for jcaf1918
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Since January 2009

I jsut tried the "800" number that is listed on my profile and it does eventually go to my office.  My question is how are you going to determine if the call was from a quote or from someone just contacting us through our profile.  Please do not tell me you have a person listening to each and every call to decide which one it is.
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November 05
Profile picture for DavidG
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Since August 2009

Gregorio - 

I just tested your 888-number and you're right; the caller is NOT being informed that the call is being recorded. I have our developers working on that as we speak - thanks so much for letting us know.

Not all borrowers call from within the quote - in fact, your best qualified contacts will probably be from those who borrowers who read your reviews based on your quote and then call you. Because of this fact, we obviously had to implement this policy for contact details across the site. The system is set up to only charge you when you receive contacts from borrowers who you have quoted.  

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November 05
Profile picture for TarheelChip
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Since April 2009


Removing my information is a serious problem.  I see an unfair advantage for big banks and companies that have a DBA that is a domain name.  

Just as API hurt local small mortgage companies, this will do the same. Only solution appears to get a DBA with the secretary of state with your company domain name. $80 with the secretary is cheaper than zmm.



I still haven't seen an answer as to why zillow isn't charging realtors? Numerous times this has been asked. It goes beyond realtors for me.  Zillow should be fair and change every professional profile in its system.  Equality, fairness, equal rights, level playing field, uniformity: all are lacking from this site now.

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November 05
Profile picture for Colorado Mtg Broker
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Since November 2009

WHY are the calls being recorded??  I did not and WILL NOT consent to that.  There are privacy issues and I beleive that you are going way out of the channels of legality on this.
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November 05
Profile picture for DavidG
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Since August 2009

Chip - 

I think you're over-thinking it. Borrowers will simply see a phone or email, and contact it. No-one with a phone number is going to do a reverse lookup on a DBA. 

.... and Zillow is most certainly selling products to Realtors and Real Estate brokers. 
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November 05
Profile picture for keaneloans
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Since October 2009

I see the issues here.  Zillow needs to make sure that the contacts from ZMM go through Zillow so they can track it.  Interesting.

I first thought maybe we can have two profiles, but that allows the client to find our contact info on Zillow and still make a contact WITHOUT going through ZMM. 

However, it also means that clients can't see our contact info as a general listing, which is bad.  That includes forum questions and answers.

I'm interested in seeing how this plays out.  I think we should make the consumer sign a disclaimer saying that they'll contact the lender through Zillow and have a separate profile for ZMM.  Yes, the client could find the lender's info by looking at their other profile, but if they sign a disclaimer and only see a separate profile without contact info, I doubt they'd look for other contact info and try to contact that way. 

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November 05
Profile picture for DavidG
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Since August 2009

Tammy - 

You're a few weeks behind on this debate but I'll try catch you up ... lenders are able to dispute invalid contacts and so we must be able to review them to be able to adjudicate those disputes. This is actually quite a common practice but if you have an issue with it, you are welcome to get the borrowers phone number and call them back.
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November 05

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