Yelp.com

Complaint: [redacted] I am rejecting this response because:My wish to be removed from a Yelp because it is illegally put all my business's positive reviews to "non-recommended list" was rejected Sincerely, [redacted]

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] We first want to clarify that a business's decision whether or not to advertise on [redacted] does not affect how the reviews on its listing are treated Businesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertiseWe understand there are some misconceptions about this, so we invite you to visit [redacted] to learn more.With regards to your concern with the recommendation software, as you may have read, the goal of Yelp's recommendation software is to showcase more reliable contentThe recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on YelpThis means that solicited reviews may not be recommended by our software, but sometimes a legitimate review may not be as well.It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsYou asked that we "Restore the 'Not Recommended' reviews to [your] business page," but please understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a reviewHowever, the system is not static -- reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.To learn more about recommended reviews, please visit: [redacted] Regards, [redacted] Inc

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Hello, Thank you for writingWe are glad to have this opportunity to address your concerns You expressed concern that some of your reviews of [redacted] Apartments were removedWe allow users to post reviews, and rely on the Yelp community (which includes both users and business representatives) to report content that they believe is questionableWhile reporting content doesn't guarantee that it'll be removed, our team looks at every inquiry and carefully evaluates the content against our Content Guidelines (http://www.yelp.com/guidelines) and Terms of Service (http://www.yelp.com/static?p=tos&country=US)If a review violates our Content Guidelines or Terms of Service, then our Support team will remove it As you may recall, some of your reviews of [redacted] Apartments were removed because they did not provide enough detail about your customer experienceAs noted in our Content Guidelines, "The best reviews are passionate [redacted] personalThey offer a rich narrative, a wealth of detail, and a helpful tip or two for other consumers." That said, please note that your most recent review of [redacted] Apartments has been left up With regards to your comment, "They refuse the remove the fake post (who gave the company star) that could be IP traced to the [redacted] property manager," we assume you are referring to the reviews by [redacted] L and [redacted] P, as you've previously flagged these reviewsAs you may recall from the messages you've received from the Yelp Support team the reviews has been evaluated and left up, as they were not found to be in violation of our guidelinesYou claim that these reviewers are affiliated with the business; however, based on what we see in the reviews, we can't confirm that these users have a conflict of interest with the businessIf a review appears to reflect the personal experience and opinions of the reviewer, it is our policy to allow the user to stand by his/her review Thanks for understanding Regards, [redacted] Yelp Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) "rely on the Yelp community (which includes both users and business representatives) to report content that they believe is questionable." There was NOTHING unquestionable on my reviewIt was based on my experience The business clearly tried to manipulate the system by continuously reporting the feedback (hoping that I won't repost) and Yelp allowed this abuse by repeatedly removing my feedback for various bogus reasonsMy feedback did NOT violate the terms & conditions and if you read your own terms & conditions you will see that! Nowhere in there it says I have to tell a page story, with extreme detailIf I leave a negative feedback, I am entitled to be as brief as possibleIn fact, look at your site and tell me you don't have stars without even a single complete sentence written on itSo, give me a break "As noted in our Content Guidelines, "The best reviews are passionate [redacted] personalThey offer a rich narrative, a wealth of detail, and a helpful tip or two for other consumers." Content guidelines are guidelinesThat is all they areThey are not terms & conditions.I have a right to leave feedback that are not the "best." I don't work for you "That said, please note that your most recent review of [redacted] Apartments has been left up." After removing my feedback for 4-times, write a very long feedback (that I had no time for) and practically forcing me to report you to Revdex.com! So my feedback still being on there has nothing to do with how you violated my rights as a customer "we assume you are referring to the reviews by [redacted] L and [redacted] P, as you've previously flagged these reviews." Referring to " [redacted] P." who had just signed up to leave a feedback that practically answered previous reviews' concerns (about how there are students)I mean it couldn't be clearer! I told you to check the IP that would show it was posted by the management teamBut noYou don't do that but you remove my feedback for times! What is going on here? Just because businesses may give you commission or ad revenue does not mean you can manipulate the reviews You don't even have an apology for all this abuseTruly sad Final Business Response / [redacted] (4000, 9, 2015/08/28) */ Hi, Thank you for your response We understand that you may be frustrated with our decision to remove your previous reviews of [redacted] Apartments, but our position remains the sameAs noted in Section 5.Fof our Terms of Service (http://www.yelp.com/static?p=tos&country=US), "We reserve the right to remove, screen, edit, or reinstate User Content from time to time at our sole discretion for any reason or no reason, and without notice to youFor example, we may remove a review if we believe it violates our Content Guidelines." You have again claimed that the review by [redacted] P was "posted by the management team" and should be removedHowever, we are not in a position to verify that this user has a conflict of interest with [redacted] Apartments, so we can only therefore reiterate what we previously communicated to you: if a review appears to reflect the user's personal experience and opinions, we allow the user to stand behind their review Finally, we want to address your comment, "Just because businesses may give you commission or ad revenue does not mean you can manipulate the reviews." Please note that a business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are treatedBusinesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertiseWe understand there are some misconceptions about this, so we invite you to visit http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more Regards, [redacted] Yelp Inc Final Consumer Response / [redacted] (4200, 11, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company finally admits that they discriminated against me, by saying: "We reserve the right to remove, screen, edit, or reinstate User Content from time to time at our sole discretion for any reason or no reason, and without notice to you." So, first it was because the Yelp users flagged it Then the scenario changed to "You violated terms & conditions" And, after I proved I didn't violate it, they now say "Fine, we can remove whatever we want." Case closedIn my favorBecause you can't just do whatever you wantI proved you were wrong You have again claimed that the review by [redacted] P was "posted by the management team" and should be removedHowever, we are not in a position to verify that this user has a conflict of interest with [redacted] Apartments, so we can only therefore reiterate what we previously communicated to you: if a review appears to reflect the user's personal experience and opinions, we allow the user to stand behind their review Finally, we want to address your comment, "Just because businesses may give you commission or ad revenue does not mean you can manipulate the reviews." Please note that a business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are treatedBusinesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertiseWe understand there are some misconceptions about this, so we invite you to visit http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more Regards, [redacted] Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2016/01/21) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for Photography by [redacted] We are sorry to hear you were not satisfied with your advertising campaignTo be clear, while the goal of advertising on Yelp is to drive more traffic to the business page, which may ultimately result in more customers, it is important to keep in mind that results are not guaranteedWhen advertising with a Cost Per Click program, you are electing to pay every time a user clicks on your ad impression You also expressed concern with the pricing of your advertising programTo clarify, you initially signed up for an advertising program with $monthly fixed costs plus up to $monthly variable costs, for a monthly maximum of $The monthly fixed costs are for a featured video ($per month), call tracking ($per month), and your enhanced profile ($per month), which includes features such as competitor ad removal and a photo slideshowThese costs were all outlined in the advertising agreement you signedYour monthly cost per click budget cap is set at $275, which means you are only charged when someone clicks on your ad and you agreed to pay up to $a month for those ad clicksIf you do not reach your monthly budget cap, you are only charged for the ad clicks you receivedHowever, if you do reach your monthly budget cap, we no longer deliver ads for your business for the remainder of the month so that you won't have to pay more than you agreed to We also want to address your comment, "most of the clicks I've been paying for were coming from California, and other states far away, which are obviously from Yelp Employees working on my listingA good amount of clicks I paid for that are in my area, are from myself." Please be assured that Yelp ads clicked on from a Yelp IP do not count towards the ad clicks you see in your Yelp for Business Owners AccountPlease also keep in mind that you are only being charged when someone clicks on your Yelp Ad, and not when someone finds your page through another means, such as our natural search resultsAdditionally, it's important to note that the activity you see on the Activity tab of your Yelp for Business Owners Account isn't necessarily from users who clicked on your adThis activity may also be coming from users who found your page through other means It appears you recently spoke with an account manager, Alli, on January 11, and that she sent you a new advertising agreement to remove the featured video and call tracking features from your advertising programIt looks like you signed this new contract on January 13, 2016, and it will be effective beginning February 1, Regards, [redacted] Yelp Inc

Hi [redacted] Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for [redacted] We appreciate your feedback regarding your advertising program, and have forwarded your message to the appropriate parties for their considerationIn the meantime, we would like to provide some clarification regarding your advertising program.As you noted, you redeemed a $promotional ad creditTo redeem the $credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put a credit card on fileYou set your Cost Per Click monthly budget at $Once the promotion runs out, advertising continues until you stop your ads through your Yelp for Business Owners Account.Your advertising program was a self-serve program, which means that ads can only be turned off by the business through the Yelp for Business Owners AccountIf at any time you were not satisfied with your advertising program and wanted to end it, you could have logged in and ended the programIn Step of your ad setup there were Q&A's on the right side of the page explaining that you could stop your ads any time through the Yelp for Business Owners site: "Can I stop any time? YesThere's no commitment or obligationJust come back to the Yelp for Business Owners site and stop your adsYou will be billed at the beginning of the next month for any clicks you bought before you cancelled."Below is a more detailed description of how the promotion was applied:August - 31, 2016- You received ad click which cost a total of $17.73- $of your $credit was used and you paid $0September 2016- You received ad clicks which cost a total of $300- You had $remaining promotional credit for this month because it was partially used in August- The costs did not exceed your selected $monthly budget- You paid $for advertising services delivered in September.October 2016- You received ad clicks which cost a total of $300- You had $remaining promotional credit for this month because it was used in August and September- The costs did not exceed your selected $monthly budget- You paid $for advertising services delivered in October.November - 21, 2016- You received ad clicks which cost a total of $142.76- You are responsible for $for advertising services delivered in November.You also expressed concern with the amount of variation you saw in the price per clickWhile you may have seen an estimated price per click when signing up, it's important to keep in mind that cost per click may change over time based on demandAs noted in the Ads and Upgrades Terms ( [redacted] ) you agreed to when signing up for ads, "You agree[d] to allow Yelp to implement an auto-bidding strategy whereby your bid price per click varie[d] based on relevance, competition, and other factors, in an effort to maximize the number of clicks you receive[d] within the budget specified in the Checkout Form." However, the price you pay will always be the lowest price possible to win the clickFor a more detailed description of how CPC ads work, including a video explanation, please visit: [redacted] With regards to your concern that your maximum budget was fulfilled, we aim to maximize the number of clicks you get for your budget over the course of the monthOccasionally competitive demand prevents this, and if that was the case you would only be billed for the cost of the clicks you received in that monthly billing period.You ended your advertising program on November 21, As advertising services have been delivered in accordance with the Terms you agreed to, at this time we will not be able to waive the outstanding balance of $for advertising services delivered in NovemberThat being said, we have forwarded your feedback to the appropriate parties for their consideration.Regards,***Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ Hi [redacted] , Thank you for making us aware of this issueWe have removed this page from our directory Regards, [redacted] Yelp Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am pleased with Yelp's decision to remove our personal information from their websiteI wish this could have happened through a phone call, however I will accept the result no matter how it comesThank you

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for [redacted] .We are sorry to hear you were not satisfied with your advertising campaignTo be clear, while the goal of advertising on Yelp is to drive more traffic to the business page, which may ultimately result in more customers, it is important to keep in mind that results are not guaranteedWhen advertising with a Cost Per Click program, you were electing to pay every time a user clicked on your ad impressionYou were also paying for an enhanced profile and the call tracking feature.Our records indicate you signed up for an advertising program with $monthly fixed costs plus up to $monthly variable costs, for a monthly maximum of $$of the monthly fixed costs were for your enhanced profile, which included features such as competitor ad removal and a photo slideshow, and the other $of the fixed costs were for the call tracking featureYour advertising package included a cost per click (CPC) program and your monthly cost per click budget cap was set at $275, which means you were charged when someone clicked on your ad and you agreed to pay up to $a month for those ad clicksIf you did not reach your monthly budget cap, you would be charged for the ad clicks you receivedHowever, if you did reach your monthly budget cap, we no longer delivered ads for your business for the remainder of the month so that you wouldn't have to pay more than you agreed to.We have forwarded your message to the appropriate parties, and it looks like a manager, [redacted] , sent you an email on December 8, to thank you for your feedback and to confirm that your advertising campaign was cancelled on July 24, 2016.As advertising services were delivered in accordance with the advertising agreement you signed, we will not be able to offer you a refundIt looks like there is currently an outstanding balance of $for advertising service delivered from May - July 24, For further assistance with this balance, please reach out to TrueAccord, a third party collection agency we are using, at [redacted] .Regards,***Yelp Inc

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] .We first want to be clear that a business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are treated Businesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertiseWe understand there are some misconceptions about this, so we invite you to visit [redacted] to learn more.If you believe, however, that an individual has provided you with different information, we would like to investigate furtherTo that end, please provide us with the name of the individual whom you spoke with, their phone number, and the date and time of your conversation with them, if known.You also expressed concern with the recommendation softwareAs you may have read, the goal of Yelp's recommendation software is to showcase more reliable contentThe recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsPlease also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a reviewHowever, the system is not static -- reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.To learn more about recommended reviews, please visit: [redacted] Regards,***Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ Hi [redacted] , Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] It sounds as though you don't accept our explanation of the recommendation software, but we can only stand by our previous statementsYelp's recommendation software is an automated algorithm that attempts to weed out less reliable reviews while showcasing more reliable onesThis means that when reviews are posted to your listing, not all of them will make the cutWe acknowledge that even some legitimate reviews will not be recommended, but we still believe that the software as a whole makes our site more trustworthy and useful to consumers As indicated in our prior response, the recommendation software is automated to help avoid the potential for human bias inherent in individual decision-making: we cannot reverse the software's decisions, either to suppress an active review or to restore one that isn't recommendedBut once again, the system is not static reviews may come and go as the recommendation software picks up new information While we understand your concerns, we want to make sure you are clear that federal law bars lawsuits against websites like Yelp for the decisions they make about which reviews to post or removeSee Carafano vMetrosplashcomInc., F3d (9th Cir2003); Zeran vAmerica Online, Inc., F.3d (4th Cir1997); Barrett vRosenthal, Cal4th (Cal2006) We do understand the recommendation software can be frustrating at times, and your feedback is appreciatedWhen it comes down to it, all review sites face the same challenge: how to identify fake reviews among the many millions of legitimate reviewsIt's no easy task, and there is always room for improvementWe hope to be able to continually improve on this issue You also asked for your business to be removed from Yelp, but we actually don't remove business listing informationWhile some business owners might prefer to keep a lower profile, this kind of information is publicly available and its use is protected under the lawMore importantly, we believe that the public benefits from sharing their experiences with local businesses Regards, [redacted] Yelp Inc

Complaint: [redacted] I am not pleased with this action, the letter recieved from Yelp via Revdex.com explains how the system works more than any representative that I previously talked toI would have never signed up for a program of thos mannerYelps agent didn't break down the financial obligation nor did she specify the Yelp would be charging us $a monthAndI was also told I could cancel the program at anytimeI was completely misinformed in every aspect with YelpI feel like I was I was told anything just for the commission I am rejecting this response because:Sincerely, [redacted]

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] .You expressed concern with a review by [redacted] *We've taken another look at the review and have and left it up, as it was not found to be in violation of our guidelinesYou claim that this reviewer is not your customer; however, Yelp does not take sides in factual disputesRather, if a review appears to reflect the personal experience and opinions of the reviewer, it is our policy to allow the user to stand by his or her review.You also expressed concern about a review by [redacted] However, we were unable to locate a review by [redacted] on your business pageIf you are referring to another review, please respond to this message with the name of the reviewer.With regards to your concerns with the recommendation software, as you may have read, the goal of Yelp's recommendation software is to showcase more reliable contentThe recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsPlease also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a reviewHowever, the system is not static -- reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.To learn more about recommended reviews, please visit: [redacted] Regards,***Yelp Inc

Hi [redacted] Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] .You expressed concern with [redacted] reviews of your businessWe've taken another look at these reviews and have left them up, as they were not found to be in violation of our guidelinesIf a review appears to reflect the personal experience and opinions of the reviewer, it is our policy to allow the user to stand by his or her review.You also expressed concern with the recommendation softwareAs you may have read, the goal of Yelp's recommendation software is to showcase more reliable contentThe recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsPlease also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a reviewHowever, the system is not static -- reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.To learn more about recommended reviews, please visit: [redacted] Regards,***Yelp Inc

Hi Dr [redacted] ,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for [redacted] .As you noted, you redeemed a $promotional ad creditTo redeem the $credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put a credit card on fileYou set your Cost Per Click monthly budget at $Once the promotion runs out, advertising continues until you stop your ads through your Yelp for Business Owners Account.Your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners AccountIf you only wanted to use your $promotion, you would have needed to log in and end the program once that credit was usedDuring your ad setup there were Q&A's on the right side of the page explaining that you could stop your ads any time through the Yelp for Business Owners site.Below is a more detailed description of how the promotion was applied:March - 31, 2017- You received ad clicks which cost a total of $219.91- $of your $credit was used and you paid $0April 2017- You received ad clicks which cost a total of $300- You had $remaining promotional credit for this month because it was partially used in March- The costs did not exceed your selected $monthly budget- You paid $for advertising services delivered in April.May - , 2017- You received ad click which cost a total of $9.53- You had remaining promotional credit for this month because it was used in March and April- You are responsible for $for advertising services delivered in MayYou can view a breakdown of how many ad clicks you received by logging in to your Yelp for Business Owners Account at [redacted] and then clicking on the Yelp Ads tab.You ended your advertising program on May 2, As advertising services have been delivered in accordance with the Terms ( [redacted] ) you agreed to, at this time we will not be able to waive the remaining balance of $for advertising services delivered in MayOnce this amount is collected, you will not incur further chargesWith regards to your claim you spoke with someone and "asked them to cancel my card and to not renew," we were unable to locate a record of such a conversationIf you are able to provide any additional information, such as the name of the individual whom you spoke with, their phone number, the phone number you called from, and the date and time of your conversation, please let us know so that we can look into this further.Regards,***Yelp Inc

Complaint: [redacted] I am rejecting this response because: you did not explain why you removed or restricted my ability to login to the accountI created this account, but now you disabled my login simply because I said I wanted my page removed I explained that I needed privacyPlease delete my personal information on your website especially picturesSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ Hi [redacted] , Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] Chiropractic We first want to make sure you know that a business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are treatedBusinesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertiseWe understand there are some misconceptions about this, so we invite you to visit http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more You also expressed concern with the recommendation softwareAs you may have read, the goal of Yelp's recommendation software is to showcase more reliable contentThe recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsYou asked that we recommend [redacted] D's review, but please understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a reviewHowever, the system is not static reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors To learn more about recommended reviews, please visit: http://www.yelp-support.com/Recommended_Reviews?l=en_US Regards, [redacted] Yelp Inc

Hi [redacted] Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] .We wanted to let you know that the business pages for [redacted] have been merged: [redacted] -As it appears the address you provided is a mailing address, we've removed the street address from the business page.Regards,***Yelp Inc

Hi [redacted] ,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] We first want to clarify that a business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are treatedBusinesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertiseWe understand there are some misconceptions about this, so we invite you to visit [redacted] to learn more.With regards to your concern with the recommendation software, as you may have read, the goal of Yelp's recommendation software is to showcase more reliable contentThe recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsPlease also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a reviewHowever, the system is not static -- reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.To learn more about recommended reviews, please visit: [redacted] Regards,***Yelp Inc

Complaint: [redacted] I am rejecting this response because: I have no issue with the agreement or terms of the service I was aware of all that My issue is that a running total was shown and I monitored that It showed how much of the $credit was used My issue is that it was reset at the beginning of the month By doing this, I never knew the full total This was done to make it appear that I had not reached my total This was because they know that people would stop the service at $ If there was actually one customer that called because of this ad, I would not be as upset, but with all the supposed ad clicks, nothing was accomplished.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ Hi [redacted] , Thank you for your feedbackWe are glad to have this opportunity to address your concerns regarding your advertising program for [redacted] *** We forwarded your message to our Account Management team, and they have informed us that they will be writing off the $you were charged for May [redacted] has reached out to you and left you a voicemail to discuss this further With regards to your comment, "Our print company paid $for services we didn't receive," we are sorry to hear you were not satisfied with your advertising campaignTo be clear, while the goal of advertising on Yelp is to drive more traffic to the business page, which may ultimately result in more customers, it is important to keep in mind that results are not guaranteedAs stated in Section VI (Yelp's Disclaimer of Warranties) in your advertising agreement: "Yelp specifically disclaims all warranties and guarantees regarding (I) the performance, quality and results of the ad programs, including ad click rates, conversions, and any user-generated content that appears in your ad programs." When advertising with an impressions-based program, you are paying for the delivery of a certain number of targeted ad impressionsYou signed up for a $per month advertising program which included ad impressions per month, and these ads were delivered in accordance with your contractWhen a user is searching on Yelp for a business in a certain area, we do our best to provide that user with a Yelp Ad applicable to their searchYelp Ads appear above the natural search results, as well as on your competitors' business pagesThe Yelp Ad is differentiated from the natural search results by an yellow border, and has the notation "Ad" in next to the business nameYour program also included features such as competitor ad removal and a photo slideshow, and these services were also delivered in accordance with your contract Your advertising program has been terminated as of May 31, We hope you will continue to take advantage of the free features available to you on your business account to engage with the Yelp communityFor guidance, please visit https://biz.yelp.com/support/using_business_account Regards, [redacted] Yelp Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke with [redacted] , the crew Supervisor for YelpHe provided me with several reasons why our service was lacking and what he believed caused it 1) They lost/didn't see an email I sent canceling our service and letting them know our advertising campaign would need to be postponed even after we pre-paid for itHis reason was that it was sent to them by another email address they didn't have on file**'s the same one I believe we've always usedMy own 2) [redacted] also claimed the reason for Yelp having 5-different account manager's phone me, none of which knew anything about our account was that they were in their first month of attempting a new management style platform with the entire staff of account manager'sI thought this was reasonableI gave him that benefit of the doubt 3) Yelp claim's that due to the email not reaching them, they still get to keep the initial $we paidFunny though, they admit that no measurable results could be obtained except they 'claim' 1-guests on their site went to our website via their linkPassed [redacted] from months prior show those same results when we were paying nothing to Yelp from late 4) Yelp offered to refund $At first glance, it appears to be a nice gestureOur attorney and our family think it's really more about legal ground for YelpThey knew our plan on placing signs around our sign company's exterior sharing our experience with Yelp's less than shining example of how NOT to treat a customerAdd into that, we made mention that we were contacting the Revdex.comThis is someone you don't want on your back as a business big or smallWe respect the Revdex.comMost businesses do and know their powerNeed we say more? 5) Our attorney suggests A) take the money but get all $backYelp did not provide a reasonable expectation of services and it wouldn't be difficult to prove that in a court1-customers for $over the course of months of advertising is:: $per leadNone of which would be deemed 'reasonable' or even on a national average for search enginesB) Request a do-over from Yelp to prove that Yelp in fact can and will deliver what they say for months time, allow Yelp to keep the $and earn your trust back We would choose this method [redacted] NEVER has been about the money though, admittedly it makes a company angry to spend $for worse than terrible oddsNo company or person should be 'okay' with that In the end, Yelp would have to redeem itself with our companyThis would all go away if Yelp would have delivered a reasonable amount of customer leads to our email, retail store or websiteEven 15-a month would have been reasonableAs of 6/18/- not a single sale has been generated for the month campaign we paid $for Would you be okay with that as a business owner? ***

Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] You asked for your business to be removed from Yelp, but we actually don't remove business listing informationWhile some business owners might prefer to keep a lower profile, this kind of information is publicly available and its use is protected under the lawMore importantly, we believe that the public benefits from sharing their experiences with local businesses Thanks for understanding Regards, [redacted] Yelp Inc