Yelp.com

Initial Business Response / [redacted] (1000, 6, 2016/03/22) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for The Law Office of [redacted] S ***You expressed concern with a review of your businessIt looks like you are referring to the review by [redacted] RWe've decided to remove N [redacted] R's review because the content falls outside our Content GuidelinesPlease keep in mind that the user may choose to post new content that doesn't violate our termsRegards, [redacted] Yelp IncInitial Consumer Rebuttal / [redacted] (3000, 8, 2016/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am pleased that the review was taken downHowever, I'm utterly disappointed that Yelp failed to respond to my numerous requests to take down racially derogatory content for several weeks after I had provided notice of it and pointed out that it violated Yelp's policiesIt wasn't until I filed a Revdex.com complaint that the review was taken downThere was an approximate day window or more of time that I was defamed and my business harmed because Yelp allowed the content to stay on the Yelp site and the InternetPotential clients and other viewers were able to see it which caused me harmFinal Business Response / [redacted] (4000, 10, 2016/03/30) */ Hi ***, Thank you for your feedbackAccording to our records, it appears N [redacted] R's initial review was removed a little over a week after you first contacted usIt looks like you first contacted our Support team using two different email addresses on February and March 1, It appears my colleagues [redacted] and [redacted] responded to you on March and March 4, respectively, with instructions on how to report the review by clicking the flag icon (Case #XXXXXXX and #XXXXXXX)It appears you then reported the review using the flag icon on March 4, and that our Support team removed the review on March (Case #XXXXXXX)Additionally, our records indicate that the Revdex.com notified us of your complaint on March Regards, [redacted] Yelp IncFinal Consumer Response / [redacted] (4200, 12, 2016/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I first contacted Yelp and requested that the profile be taken down on 2/29/I used different email addresses because I kept being ignored and was trying to get yelps attentionI submitted the request at least timesUpon still being ignored I contacted the Revdex.com

Complaint: [redacted] I am rejecting this response because: It is pretty simpleI didn’t realize I was being charged until I saw the bill, and I would like my $backAll I asked is to refund the money for the service I didn’t mean to buyLater I could then consciously buy it and use it effectivelyYou have already proven you are capable of waving a charge as a courtesy by waving $Explaining over and over again how I was correctly charged doesn’t encourage me to do business with you, and it doesn’t encourage others to either Show some decency and exercise some good customer service! Do the right thing! Give me my money back! Facts and figures don’t help when a customer feels wronged by youI feel ripped offQuoting the terms and conditions won’t change how I feel Sincerely, [redacted]

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 the review by [redacted] *Our team has taken a second look at the review, but we reached the same conclusion as before and are unable to remove the reviewWe don't take sides in factual disputes; if a review appears to reflect the reviewer’s personal experiences and opinions, it is our policy to let the user stand behind his or her review.In some situations, business owners may want to message the reviewer privately, or post a public response explaining their own version of eventsYou can access these features using our free accounts for business owners ( [redacted] ), and you can find more information about how to respond to reviews here: [redacted] .These decisions aren’t always easy, but please know we looked at this review closely before reaching our decision.We also want to address your comment, "They don't even have a phone number!" While our Yelp Support team doesn't offer phone based support, they do provide email based support through our Support Center ( [redacted] )We’ve tried to include detailed answers to the questions we most frequently receive in our Support Center, but there may be situations you encounter where you’ll need to contact our Support team for assistanceFor these specific situations, there are articles in the Support Center that include submission forms to inquire about the issue.Finally, if you no longer wish to be contacted by our Sales team, please let us know.Regards,***Yelp Inc

Initial Business Response / [redacted] (1000, 7, 2015/07/29) */ Hi [redacted] , Thank you for writingIt appears that since filing this complaint you've spoken with Nicholas Fiedler in Local AccountsUltimately, it appears you want to proceed with the cancellation of your advertising, and that you do understand that an early termination fee would be assessed An email was sent a few days later on July to confirmBelow is the text of that message: ==== Hi [redacted] , This email is to confirm that as of 7/31/2015, your Yelp Ads for [redacted] will be cancelledPer your agreement, there will be a $early termination fee assessed to the credit card on fileAfter this fee is collected, you will not incur any additional charges If at some point in the future you would like to start advertising again, please reach out to discuss our current ratesIn the meantime, please continue to engage with your free Business Owner's Account (biz.yelp.com) Best of luck moving forward Thank you, [redacted] Local Account Manager [redacted] @yelp.com XXX-XXX-XXXX ==== We echo [redacted] 's sentiments in wishing you the best of luck, and hope you will continue to take advantage of the free features available to you on your business account Regards, [redacted] Yelp Inc Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not an acceptable responseI am still expecting relief on the early cancellation fee as Yelp did not deliver on the services I was promisedI did not accept to pay the cancellation fee, I had no choice but to cancelI am expecting some recourse through this complaint to you via the Revdex.comThe people I was dealing with in the phone would not assist, which is why I had to go the Revdex.com route I will accept coming to middle ground at this point and can accept paying 50% of the cancellation feeCan you please consider this as a final resolution at this point I will admit that I feel I should be fully refunded the cancellation fee due to the circumstancesHowever, it seems that Yelp is not willing to do this for me as a client Final Business Response / [redacted] (4000, 11, 2015/08/20) */ Hi [redacted] , Thanks for writing back At this time we are not able to waive the early termination fee as services were provided in accordance with your advertising agreementWe have also not found an indication that you were told that the program would be different from what was listed on your agreement The details of the advertising program were included in the agreement, which indicates that and "Ad Impressions Program" "delivers a specified number of ad impressions" (see "Ad Program Descriptions")The difference between an "ad impression" and an "ad click" is defined under Section of the "MASTER ADVERTISING TERMS" Thanks for understanding Regards, [redacted] Yelp Inc Final Consumer Response / [redacted] (4200, 13, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is totally not acceptable and a good indication of the type of business that yelp isI was flat out lied to by the sales rep and told a different story each time I calledYou are not making any attempt to satisfy me as a customer, instead hiding behind your agreement and not owning up to the fact that Yelp staff misinformed me Another example of how Yelp is not a customer friendly organization, hence all the complaints and the class action suit against you I would still appreciate a reconsiderationIf not, fineI will never do business with yelp again

Hello,Thank you for writingWe are glad to have this opportunity to address your concerns regarding [redacted] 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 [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.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] You also wrote, "One of the , star reviews is clearly a bogus complaint which I reported to them." It looks like you are referring to the review by [redacted] *We have taken a second look at this review but, after careful consideration, we reached the same conclusion as before and are unable to remove the reviewIf a review appears to reflect the reviewer’s personal experiences and opinions, it is our policy to let the user stand behind his or her review.Regards,***Yelp Inc

Complaint: [redacted] I am rejecting this response because: Yelp failed to honor our mulitple cancellation requests and per california law we are only required to notify the business of our requestNotification was done via multiple emails and calls which we do have a record of It is abundantly clear that Yelp has no interest in resolving this amicably, we will pursue legal action as this seems to be our only recourseSincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for The [redacted] We first want 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 http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ 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 reviewsYou wrote, "I want my positive reviews to show as recommended," 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 ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for [redacted] ***According to our records, 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 $250, and also signed up for our enhanced profile features, which cost $per monthOnce 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 you only wanted to use your $promotion, you would have needed to log in and end the program once that credit was usedIn 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:January - 31, 2016- You received ad clicks which cost a total of $28.81- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $8.65- $of your $credit was used and you paid $0February 2016- You received ad clicks which cost a total of $250- Your Call To Action, Slideshow, and Remove Competitor Ads features cost $75- You had $remaining promotional credit for this month because it was partially used in January- You paid $for advertising services delivered in February.March 2016- You received ad clicks which cost a total of $250- Your Call To Action, Slideshow, and Remove Competitor Ads features cost $75- You had remaining promotional credit for this month because it was used in January and February- You paid $for advertising services delivered in March.April - 30, 2016- You received ad clicks which cost a total of $250- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $74.86- You paid $for advertising services delivered in AprilYou 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 April 30, As advertising services have been delivered in accordance with the Terms you agreed to, we will not be able to offer you a refundThanks for understanding.Regards, [redacted] Yelp Inc

Hi [redacted] ,Thanks for sending us your browser information.Could you please contact our Support team directly by submitting a bug report using the following form? [redacted] Please be sure to include a screenshot of the error you're seeing and your custom browser information link ( [redacted] ) along with your reportOur Support team will look into the issue and hopefully it will be resolved soon.We also want to address your comment, "extreme measures such as filing a Revdex.com complaint [...] should not be a necessary step in obtaining customer assistance." For future reference, while our Yelp Support team doesn't offer phone based support, they do provide email based support through our Support Center ( [redacted] )We’ve tried to include detailed answers to the questions we most frequently receive in our Support Center, but there may be situations you encounter where you’ll need to contact our Support team for assistanceFor these specific situations, there are articles in the Support Center that include submission forms to inquire about the issue.Regards,***Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ Hi [redacted] , Thank you for writingWe are glad to have this opportunity to address your concerns regarding you advertising program for [redacted] As you noted, you redeemed a $promotional ad credit on September 22, To 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 AccountYou ended your ad campaign on December 1, 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 you only wanted to use your $promotion, you would have needed to log in and end the program once that credit was usedYou wrote, "Without informing me, they then continued to charge my credit card once the credit ran out despite the fact that I did not authorize this," but when you signed up for Yelp self-serve advertising, in 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." As advertising services were delivered in accordance with the Terms you agreed to when you signed up for your advertising campaign, we will not be able to offer you a refundThanks for understanding Regards, [redacted] Yelp Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an underhanded way for businesses to charge consumers without their knowledgeYelp did not send account statements until after the funds were already charged to my credit card, so I had no warning or notice as to when the $promotional credit would run out and when Yelp would start charging meThis is an unethical manner of conducting business and I still expect a refund Final Business Response / [redacted] (4000, 9, 2015/12/18) */ Hi [redacted] , Thank you for your response You wrote, "Yelp did not send account statements until after the funds were already charged to my credit card, so I had no warning or notice as to when the $promotional credit would run out and when Yelp would start charging me." While we appreciate your feedback, you could have logged in to your account at https://biz.yelp.ca/ at any time to see the status of your campaign and monthly budget from the Yelp Ads tabAs noted in the Q&As when you signed up for your self-serve advertising program, advertising continues until the business ends their ads through the Yelp for Business Owners Account, so we will not be able to offer you a refund Thank you for understanding Regards, [redacted] Yelp Inc Final Consumer Response / [redacted] (4200, 11, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yelp is clearly demonstrating that they care more about cheating customers out of their hard-earned money than running an ethical serviceI earned no business from this ad that was supposed to be free and was tricked into the chargesIf Yelp cares about ethics they would alert customers when their credit had run out and their card would be chargedIf they cared about ethics they would want to earn money from providing services rather than this underhanded tacticI expect a refund or I will contact my credit card company to dispute these charges

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your order.It looks like you contacted Yelp the same day you filed this Revdex.com complaintAs you may recall from the email you received from my colleague [redacted] on September 12, (Case # [redacted] ), our records indicate that your order for [redacted] (for $10.87) was successfully placed on September 12, Please respond to directly to [redacted] with any additional information regarding the issues with this order, and to confirm whether or not you received service for this order, so that she can assist you further.Regards,***Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for HRT We appreciate your feedback regarding your interactions with our Sales team, and have forwarded your message to the appropriate parties We're 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 wrote, "She also informed me that my bill was to be $ and some dollars, but $in free advertisement that brought my bill down to somethingI was Then informed that it would be $plus a $then $per A click." To clarify, our records indicate that you signed up for a packaged Cost Per Click advertising program with $monthly fixed costs plus up to $monthly variable costs, for a monthly maximum of $The monthly fixed costs are for your enhanced profile, which includes features such as competitor ad removal and a photo slideshowYour monthly cost per click budget cap is set at $275, which means you are only charged when someone clicked 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 will only be charged for the ad clicks you receivedHowever, if you 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 clarify that the program you signed up for is a Cost-Per-Click (CPC) auction-based auto-bidding program, which means that you agreed to allow Yelp to set the bid price per click price to keep you competitive in the marketWhile you may have been given an estimated price per click, it's important to keep in mind that the price will fluctuate up or down depending on competition, relevance, and other factors Your advertising program also included a promotional offer which made you eligible to receive up to $in free Yelp ad clicks in the first full month of your advertising program (i.eNovember)This $in free Yelp ad clicks was in addition to your $monthly cost per click budget cap for November Please note that your advertising program is billed in arrearsAccording to our records, you were charged $on November 1, for advertising services delivered from October - 31, The $you were charged on December 1, was for advertising services delivered in November As advertising services are being delivered in accordance with your contract, we will not be able to offer you a refundThanks for understanding Regards, [redacted] Yelp Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) All you did was say what customer service told me when I called in to find out what was going onThis does not cover the fact that your sales representative lied to meI was tricked into believing something completely different [redacted] told me $a click a minimum of $a maximum of she also said it was $to start up it started in NovemberWhy would I spend $for daysI have nothing other than to believe that this is a scamWhy would Anybody sign a contract not knowing an end amount or a capI'm too small to do things wide open like that Final Business Response / [redacted] (4000, 9, 2015/12/23) */ Hi ***, Thank you for your additional feedback We want to reiterate that per the terms of the advertising agreement you signed, your advertising program included a Cost-Per-Click (CPC) auction-based auto-bidding program, which means the cost per click varied depending on factors such as competition and relevance, but it was always the lowest price possible to win the clickAdditionally, per the terms of your contract, the monthly costs for your advertising program never exceeded $($fixed costs for the enhanced profile plus up to $variable costs for your ad clicks) We also want to clarify that the $you were charged on November 1, was for the ad clicks you received from October - 31, ($35.49) plus a prorated amount for your enhanced profile ($7.75)You can view a breakdown the number of ad clicks you received by logging in to your Yelp for Business Owners Account at https://biz.yelp.com/ and clicking on the "Yelp Ads" tab Regards, [redacted] Yelp Inc Complaint Response Date bumped because: Holiday Final Consumer Response / [redacted] (4200, 11, 2015/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) That still isn't what [redacted] Told me and now my clicks are up to $I'm not looking for money backI Honestly cannot afford this especially in the winter time being a Very small cleaning serviceI even stressed that to [redacted] at the time she signed me upI can't even afford the the payment to stop thisI feel used and now Financially scaredI trusted you being a big companythere is no limitI wish I could post pictures on here bc even the emails she sent to me shows everything to have a limit and screenshot of how my click price keeps going upIt's a trick and you shouldn't be allow to do thatI had to even let my office help go bc it now not in the budgetI just want the payment waved so I can cancelI'm not the one that liedI would have never done this if I knew the truth bc I know what my advertising budget is

Hello, I spoke to a live representative of YELP via telephone prior to giving my CC information since I had questions and concerns after reading the promo offerI was assured that it would only be the $credit used and promotion would stopI was told my CC would NOT be charged unless I specifically went into the site and set it up to do so to run adsI was told the $promo was to see if I was interested in doing advertising going forward I never did go into the site to do any advertising However, I was charged $to my bank account, and I contacted YELP immediately I expect for YELP to take responsibilityYou can sit there and say "you can't" but it is really that you won't I was confused and called YELPI trusted what YELP told meI expect for YELP to take responsibilityI encourage you to review the conversation with YELP, take accountability, and refund the money that was taken from me Thank you Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ 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 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 measuredThe software looks at dozens of different signals, including various measures of quality, reliability, and activity on YelpIt'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: http://www.yelp-support.com/Recommended_Reviews?l=en_US You also expressed concern with [redacted] S's review of your businessThe review has been evaluated by the Yelp Support team and left up, as it was not found to be in violation of our guidelinesYou claim that "This man lies time and time again in his review"; 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/her review With regards to your comment, "Yelp does not allow businesses to defend themselves against statements in reviews," you do have a voice on YelpWith a Business Account, you can privately message your reviewers or publicly comment on reviews, and we noticed you've already posted a public comment on [redacted] S's reviewMany reviewers respond favorably to business owners willing to engage in constructive conversation, and at the very least, other Yelp users appreciate seeing business owners take a proactive approach to dealing with customer concernsFor guidance on using your Business Account, check out https://biz.yelp.com/support/using_business_account Regards, [redacted] Yelp Inc

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page.While we enable business owners to submit changes to business pages on Yelp, our moderators evaluate those changes to ensure they meet our standardsIn this situation, it looks as though your suggestions had initially been rejected because we could not verify the new information at that time.That being said, we've since been able to verify the new information and have updated your business page accordingly: [redacted] Regards, [redacted] Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/12/07) */ Hi [redacted] and ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] You 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: http://www.yelp-support.com/Recommended_Reviews?l=en_US You also expressed concern with some negative reviewsIt looks like you are referring to the reviews by [redacted] B and [redacted] KWe wanted to let you know that we have closed [redacted] K's account for violations of our Terms of ServiceWith regards to [redacted] B's review, the review has been evaluated by the Yelp Support team and left up, as it was not found to be in violation of our guidelinesYou claim that "This person wasn't even a 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 Regards, [redacted] Yelp Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello ***, Before posting our complaint on Revdex.com, we had contacted Yelp to correct this issue, however we were told from customer service and management that Yelp only displays posts that are obviously a real customer in that they've posted a few other reviews on different companies previously, otherwise they aren't deemed relable or realSo we researched and found that several of the people who left good posts about us that are hidden have previously left reviews for other businesses and some of the bad reviews had never left or only once left reviews on other businessesAll we ask is that you display all reviews unless proven unfounded so that it is fair for all businesses because you are hurting many good businesses because of slander being allowed and good reviews being hiddenThat its automated doesn't make sense and is unacceptable We still get calls from Yelp trying to get us to pay for advertisement and we won't be signing up unless your unfair practices cease beforehandOther businesses have posted videos stating that once they started paying for your services then you revealed all of their reviewsThis is wrong and unethical!! Final Business Response / [redacted] (4000, 9, 2015/12/21) */ Hi [redacted] and ***, Thank you for writing back While the recommendation software looks for people who are intrinsically motivated to share the wide range of rich and detailed experiences they have every day with local businesses, it's important to keep in mind that the software looks at many different signals when determining whether or not to recommend a review Yelp'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 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 We also 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 Finally, if you no longer wish to receive communication from our Sales team, please let us know Regards, [redacted] Yelp Inc

Hi Nichole,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for Freedomstar Financial.Our records indicate you redeemed a $promotional ad credit on December 27, To redeem the $credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put payment information on fileYou initially set your Cost Per Click monthly budget at $450, then lowered it that same day to a $monthly budgetYou also signed up for enhanced profile features which cost an additional $per monthOnce 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 page explaining that you could stop your ads any time through the Yelp for Business Owners site.Additionally, after you signed up for and after you edited your advertising program, we sent you automated emails that recapped your purchase and the details of your campaign, including that the payment method on file in your account will be charged monthly, up to the maximum specified in the email, and your programs will continue unless cancelledIf you were not satisfied with the terms outlined in these emails, you could have logged in to your account and stopped your ads.Below is a more detailed description of how the promotion was applied:December - 31, 2017- You received ad clicks and enhanced profile features which cost a total of $10.52- $of your $credit was used and you paid $0January 2018- You received ad clicks and enhanced profile features which cost a total of $225.00- You had $remaining promotional credit for this month because it was partially used towards your December ads- $of your remaining $credit was used and you paid $0February 2018- You received ad clicks and enhanced profile features which cost a total of $225.00- You had $remaining promotional credit for this month because it was partially used towards your December and January ads- $of your remaining $credit was used and you paid $160.52March - 5, 2018- You received ad clicks and enhanced profile features which cost a total of $10.70- You had $remaining promotional credit for this month because it was used towards your December, January, and February ads- You are responsible for $for advertising services delivered in MarchYou can view ad click and billing information in the Yelp Ads and Billing tabs of your Yelp for Business Owners Account at [redacted] .You ended your advertising program on March 5, As advertising services have been delivered in accordance with the Terms [redacted] ) you agreed to, we will not be able to offer you a refund or waive the outstanding balance of $for advertising services delivered from March - 5, Once this amount is collected, you will not incur further chargesThanks for understanding.Regards,HelenYelp Inc

Complaint: [redacted] I am rejecting this response because: I do not agree or accept the response.Sincerely, [redacted]

Hi [redacted] ,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] You wrote, "My [redacted] ( [redacted] ***) changed from a law office to a consulting firm ( [redacted] )[...] remove my business listing for both my law office ( [redacted] ***) and consulting firm ( [redacted] ) immediately since both are closed businesses." While we enable business owners to submit changes to business pages on Yelp, our moderators evaluate those changes to ensure they meet our standardsIn this situation, it looks as though your suggestions have been rejected because we could not verify these changes or closuresIf that information is available on your website or another public-facing source, please reply to this message with a link so we can verify itPlease note that in general, if a business undergoes a major change – such as a renovation or rebranding that dramatically changes the nature and customer experience of that business, Yelp will generally update the business page to reflect those changes, which can include adding one of several special banners that specifically call out those changes, or an entirely new business page to reflect a significant change.With regards to your request for your business page to be removed, as you may recall from our [redacted] ), we don't remove business listing informationYelp is allowed to publish business names and publicly available information about businesses under the well-established fair use doctrine, as well as First Amendment principlesGenerally speaking, this means that we can display business names and trademarks "for purposes of comparison, criticism, point of reference, or any other such purpose." See [redacted] You also expressed concern with the review by [redacted] *Please be assured that we've evaluated the content of [redacted] June 9, review, and are leaving it up, as it does not appear to violate our Content GuidelinesEvaluating reviews for inappropriate content isn’t easy and we recognize that each person has a different tolerance for strong languageGenerally, what we don’t tolerate on our site are serious threats and hate speechWe do have a fairly high bar for colorful language and try to allow users to tell their story in their own words, whether or not they had a positive experience with a business, and regardless of our own personal tastesWe hope you can understand why we ultimately didn’t conclude that the review you reported violates our terms.That said, [redacted] *is welcome to log in to her account to edit or remove her review if she so choosesIf [redacted] *is having trouble accessing her account, she can contact our Support team directly via our Support Center [redacted] with her concerns.We also noticed that there were a number of other accounts also under the name [redacted] *that had reviewed your businessThose accounts were found to be in violation of our Terms of Service and have therefore been closed.Regards,***Yelp Inc