Yelp.com

Complaint: [redacted] I am rejecting this response because: Dear Miss; I'm starting to get frustrated with this back and forth and the bad communication that is happening between you and other people in your company one of the reviews that I'm claiming is back on top of my page which is better than nothing I'll contact the owner of the other review I'll ask him for a notarized statement where he will state that before the review I had never worked for him that I didn't know him and that the review is truthful how's that? if even with this you can't help your algorithms then give me my refund for all the time that I have used yelp please, does it sound out of context? I'm sure, well your answer sounds the same to me.....Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ 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 http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more Additionally, as indicated on the first page of the advertising agreement you signed, "Please note that businesses cannot pay to remove, reorder, or otherwise impact reviewsIf you decide not to enroll in a Yelp Ad Program, that won't affect your reviews, either." 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: http://www.yelp-support.com/Recommended_Reviews?l=en_US We have forwarded your feedback regarding your conversations with our account management team to the appropriate partiesAdditionally, it looks like a manager, [redacted] , has since been in touch with your colleague [redacted] As you may recall, the early termination fee has been waived Please note that per the terms of your contract, we require days written notice to your account management contact if you wish to terminate your advertising programAs you provided your cancellation request on September 29, 2015, your advertising program is set to cancel as of October 29, Because your advertising program is billed in arrears, please note that you will see a final charge on November for services delivered in OctoberThanks for understanding Regards, [redacted] Yelp Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) These are the messages sent back and forth from yelpI explain to them that I do not want to be charged for anything I will not pay them another dime they are scamming people for there money and it is not fairI would like for yelp to return all money back to meI am highly upset with yelp and there scamming about there reviews being utilized by a software they pick and choose what reviews are on your pageAnd I understand I am not paying for reviewsBut it is not right that my clients cant put a good review and it gets taken off, ITS A SCAM Hi [redacted] , Thanks for your time todaySorry we got disconnectedI wanted to follow up via email to cover what was discussed, as well as outline the plan for moving forward Written notice is required days in advance to stopping a Yelp Ads programWith today being your cancelation notice (please reply back to confirm), your Yelp Ads will be shut off 10/29/ The early termination fee of $will not be assessed The charges from your Yelp Ads program (ad clicks and enhanced profile) will be collectedYou should see a charge on 10/for services received in the month of September, and one final charge on 11/for services received in October You still have Account Management support until the end of your term of termination date of Yelp AdsWe can be reached at (XXX) XXX-XXXX I encourage you to continue to engage with your Business Owner's Account and reach out with any questions you haveI wish you the best moving forward Thanks, [redacted] , Associate Manager- Local Accounts p: [redacted] Sep to [redacted] , I think I told you that when you can come to a better resolution instead of bullying me and harassing me about Fee's that I am not authorizing then we could talkI will go ahead to further notice let the better Revdex.com know what you are trying to charge me for and also let them see this emailIf I was today to cancel my account that means I WOULD NO LONGER BE CHARGED FOR ANYTHING! If I am terminating my account that means I should not be charged any FEE'S!! Its called a early termination! If you continue to harass me I will get law enforcement involved!! Charges from a cancelled Yelp Ads program (ad clicks and enhanced profile) will not be collectedI should not see a charge on 10/for services not received in the month of September, and one final charge on 11/for services not received in October because I am prompting to cancel my account! You will not charge me anything you might think you can try to scam me but you wont Hi [redacted] , Thanks for the replyI apologize, I do not intend to harass you or bully you for fee'sI have attached a copy of your original advertising agreement to use for referenceThis should outline what services were rendered and the fees associated with those services I am more than happy to schedule a call to discuss further concerns, but as of now your account is set to discontinue on 10/01/with no early termination fee [redacted] , I am glad my account is set to discontinue on 10/01/with no early termination feeLike I said I don't want any further Fee's to be accessed! Final Business Response / [redacted] (4000, 9, 2015/11/04) */ Hi [redacted] , Thank you for your response Our records indicate that you signed up for a packaged Cost-Per-Click program, which means you elected to pay every time a user clicked on your ad impressionYou were also paying for additional features such as competitor ad removal, a photo slideshow, featured video, and call tracking We also want to reiterate that we require days written notice in order to terminate your advertising programAs noted in Section V (Term and Termination) of the advertising agreement you signed: "Client may terminate the Purchase Order on any day of the month by providing thirty (30) days' written notice, including email, to Client's account management contact at Yelp." Because you provided your cancellation request on September 29, 2015, your advertising program was terminated on October 29, As advertising services have been delivered in accordance with your contract, we will not be able to offer you a refund With regards to your concerns with the recommendation software, 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 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 Regards, [redacted] Yelp Inc Final Consumer Response / [redacted] (4200, 11, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) My records indicate that I signed up for a packaged Cost-Per-Click program, which means you elected to pay every time a user clicked on your ad impression WHICH I ONLY GOT A FEW CLICKS WHICH WERE CHARGED AT DIFFERENT AMOUNTS MAJOR "SMAM"I did not sign up for additional features such as competitor ad removal, a photo slideshow, featured video, and call tracking I provided My cancellation request before September 29, 2015, your advertising program should have been terminated before October 29, As advertising services have not been delivered in accordance with my contract,you will refund every dime I ever paid youBecause this is a scam

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for [redacted] We've forwarded your message to the appropriate partiesAs you may recall, a manager, [redacted] , has reached out to discuss your concerns, and it looks like she has offered you a refund of $for the enhanced profile featureAdditionally, we have waived the remaining balance of $that was for advertising services delivered April - 2, 2016.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 [redacted] Regards,***Yelp Inc

Hi [redacted] ,Thank you for your feedback.We have forwarded your concerns to the appropriate parties so they can take your feedback regarding billing notifications and credit card information into considerationAdditionally, while businesses do not currently have the ability to remove their credit card information themselves, we have removed your credit card information for you.Regards,***Yelp Inc

Complaint: [redacted] I am rejecting this response becauseYelp is blatantly lyingWe cancelled as of 4/online, via email and via phone, This included a follow up phone call on 5/we indicated to the rep who contacted me that we were not interestedMy phone system has calls from Yelp which flies directly in the face of what we were toldDuring setup we indicated no additional features, and received no contact from anybody If Yelp is going to portray themselves as "Legitimate" why in 500+ "Clicks" was there contact? Sounds pretty fishy if you ask me If Yelp would like to continue this course of action and deny my request I will forward this to the attorney general with a copy of my phone system records (the only place that number was listed was with yelp) and to my attorney's for full legal action under California Law 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 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] and [redacted] to learn more.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 appreciate your feedback regarding your advertising program for [redacted] - [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 $300, 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:July - 31, 2016- You received ad clicks which cost a total of $123.31- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $30.83- $of your $credit was used and you paid $0August 2016- You received ad clicks which cost a total of $300- 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 July- You paid $for advertising services delivered in AugustSeptember - 7, 2016- You received ad clicks which cost a total of $32.27- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $16.20- You had remaining promotional credit for this month because it was used in July and August- $worth of advertising services were delivered in SeptemberYou 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 September 7, It looks like a manager, ***, reached out to you by voicemail on September 12, It appears she informed you that we would not be able to refund your for your self-service ad program, but that the upcoming $charge for advertising services delivered from September - 7, would be written offWe've also forwarded your message to the appropriate parties for their considerationRegards,***Yelp Inc

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, featured video, and call tracking.It looks like a manager, [redacted] , spoke with you on January 26, to discuss your concerns and provide you with some clarification regarding your advertising programAs you may recall, we are unable to offer you a refundHowever, your advertising program has been terminated as of January 24, 2017, the early termination fee of $has been waived, and the charges for advertising services delivered in January have been written off, so you will not incur further chargesThanks for understandingRegards,***Yelp Inc

Complaint: [redacted] I am rejecting this response because: After the blatant disregard for someone else's life that was shown toward me on that day I can assure you I would never do business with this company, as well as any family or close friends I am sure the owner of said business would consider that a detriment to his business Instead of allowing the owner to right the wrong which would prompt a deleted review or at least a positive update then we will just have to settle as disgruntled non-potential customers I read your content guidelines and a 'consumer firsthand experience' by definition does require an actual PURCHASE of goods or services So your example of someone calling for a price is not valid for a review by your own guidelines In result, your guidelines in whole are invalid Or like previously stated, you can treat each business fairly and remove those from my business that did not involve a purchaseSincerely, [redacted]

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] & [redacted] ***.We first want to address your comment, "this company is 'bullying' small businesses and startups if they do not pay up for advertising." To be clear, 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] and [redacted] to learn more.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: http://www.yelp-support.com/Recommended_ReviewsYou also expressed concern with a reviewIt looks like you are referring to the review by [redacted] *., which you've previously reportedWe've taken another look at this review, but have come to the same conclusion as before and are leaving the review up, as it was not found to be in violation of our guidelinesYou claim that this review is "fake"; 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.With regards to your concern that you photo had not been approved, it looks like your photo was approved on August 31, and it appears you've since been able to respond to [redacted] *.'s review.You also wrote, "They have complete control over your business listing with them and you cannot remove your business without either paying for advertising or closing your businessYou also cannot make any edits without their approval." Please note that we don't remove business 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 businessesAdditionally, while we enable business owners and users to submit changes to business pages on Yelp, our moderators evaluate those changes to ensure they meet our standardsThis is to protect businesses from malicious or erroneous changes.Regards,***Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] Restaurant You expressed concern with Dev A'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 review contains "a statement"; 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 Regards, [redacted] Yelp Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) OK Yelp, you don't dispute "factual" reviews? Let's say I go to a restaurant and give the following review on Yelp: "Worst restaurant ever! There were dogs running around the dining room and the waiter punched each one of us in the face before taking our order! I will never go back!" You're OK with this type of review? How do you know it's not true? Dev A's review said it took minutes to get menusWE DON'T SEAT CUSTOMERS WITHOUT MENUS EVER! Dev A said it took hours to complete her mealOUR COMPUTER SHOWS THE LONGEST MEAL WAS MINUTES! So who's the liar? We can prove everything I just said and she can prove nothingSo what do we do? Do we just let people make up anything they want because they had a bad day and want to hurt someone else? Is that what your in business to do? If you can't find the TRUTH, you can't just post ANYTHINGYou are a public forum, TAKE SOME RESPONSIBILITY!!! Final Business Response / [redacted] (4000, 9, 2015/11/05) */ Hi ***, Thank you for your response We understand that you're disputing the accuracy of a review of your business by Dev A, and our team has taken a second look at the reviewWe have 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 These decisions aren't always easy, but please know we looked at this review closely before reaching our decision Regards, [redacted] Yelp Inc Final Consumer Response / [redacted] (4200, 11, 2015/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) You stand behind your decision because that is your business model and you profit from itYou don't see the big picture of how a fake bad review can ruin a business or a lifeI am lucky that my business has enough positive feedback that a few fake reviews from competitors or generally dishonest people should not hurt my overall standingThis is more about principle than about getting my waySomeday, I hope you can come up with a better method of vetting the reviews than you currently useFor now, I will just agree to disagree

Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ Hi [redacted] , Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for [redacted] Room We are sorry to hear you were not satisfied with your advertising campaign 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 an impression-based program program, you were paying for a certain number of ad impressions, in your case ad impressions per month It looks like [redacted] in our account management department has recently reached out to youAs you may recall from your conversation with her, we are writing off the outstanding balance of $for your July and August ads, as it appears your advertising program should have been terminated as of June 30, 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, 2015/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am quite pleased with Yelp's response to my complaint, and am satisfied with their response While I might quibble a little about the "guarantee" of sales uptick, with their professional response to a dissatisfied customer, I applaud them Thank you, Revdex.com and Yelp

Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ Hi ***, Thank you for writing. We 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 campaign. To 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 guaranteed. When advertising with an impressions-based program, you are paying for the delivery of a certain number of targeted ad impressions, in your case 450 ad impressions per month. That said, we have forwarded your message to our Account Management team, and as it appears your advertising program should have been terminated as of September 30, 2015, we will be refunding you for the charges for October and are waiving the early termination fee. We hope you will continue to take advantage of the free features available to you on your business account to engage with the Yelp community. For guidance, visit https://biz.yelp.com/support/using_business_account Regards, [redacted] Yelp Inc. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Hi ***,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted] ***We've forwarded your message to the appropriate parties. As you may recall, a manager, [redacted] , reached out to you by voicemail and email on November 15 to let you know that we have waived the remaining balance of $10.47 for advertising services delivered November 1 - 3, 2016, so you will not incur further charges. [redacted] has also submitted a request for your credit card information to be removed.We also want to clarify that not all features on the Yelp for Business Owners website [redacted] are currently available on the Yelp for Business Owners app. For example, in order to manage and end self-serve advertising campaigns, business owners must log in to the Yelp for Business Owners website rather than the mobile app. For more information about the Yelp for Business Owners app, please visit: [redacted] If you have further questions or concerns, please feel free to reach out to [redacted] directly. Regards,***Yelp Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Your "software recommendation" is not rightIt's so strange that my reviews are "recommended" at first but later on when the business complains about my reviews then you move it You have double standards and it isn't fairI changed the wording in my reviews and it still goes to the "not recommended" reviews Either you are getting something from the business to be unfair like this, or you are discriminating my reviews because I'm hispanic Your "software system " is just a lie because there is someone manipulating the reviews on the other side Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Your company does not practice fair businessYou have tried to compromise my business by intercepting as a 3rd party on other search engines...sneakyYou only approved my photo after several attempts by me and after this complaint was filedAfter filing this complaint, the positive review that was allowed by you, suddenly disapppearedYou are forcing businesses to go to these extremes because they want no association with your practices and behaviorsYou do have a choice as to what businesses appear in your search engine so please remove mine Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I do not accept the business's (Yelp.com) response because they are refusing to post positive reviews from patients in the “recommended” section of their websiteThey say this is because their “software” decides on which reviews are trustworthy?! Computers and software are operated by human beings, who can do whatever they want with themComputers cannot decide which reviews are reliable, it is not possibleI can certainly prove which reviews are reliable and authenticI see that some of my patients have gone on Yelp to write positive reviews about meJust because my patients are not regular “Yelpers” doesn't mean they are not real patients and they have a right to free speech just as much as the negative reviewers- who mostly incidentally don't seem to be regular Yelpers eitherMy patients also have the right not to be told by a computer( or actually by the people who control the computer) that their opinion is not worth anything if they give a positive review or that they are not trustworthy! You claim that people can see all the reviews in the “not recommended” section at the bottom of the page, however not many people would come across these as it is not at all obvious- you have to scroll down past ads for other dentists etc first and even if they do come across it by accident they are wondering why they are not recommended and would most likely think they are fake or simply wouldn't know what to think or believe, plus the note above them states they “don't make the cut”Thus giving a bad impression and wrong impressionA regular person who is not a business owner would not be aware of this or aware that Yelp manipulates reviewsFurthermore when someone searches my business or my name on for instance their iPhone the first result that comes up is Yelp showing a one star rating, not my true ratingI currently no longer advertise on the internet and have gone back to the dark ages of solely word of mouth referrals from the times doctors were not allowed to advertise, this of course is still the best way to advertise, but other options should be open to me in this day and age of the internetThere is simply no point in me advertising on the internet with this negative(and incorrect) representationNot only that but several people who decided to write something vicious( and factually untrue) about my business get to tell not only their friends they talk to but the whole entire worldAlthough these reviews are libelous, defamatory and untrue and many intelligent prospective patients are likely to disregard them, it is also the case that many people are put off by them because they are already scared to go to the dentist, so not going to take a chance if they only see bad things a few people wrote about me, instead of the true picture about my business which obviously includes positive reviews as well, as I said before I would not be still in business after so many years if nobody ever had a good word to say about meYou are denying the public the right to receive reliable information about me and my business, this should certainly be illegal I have had incidences of new patients making an appointment, then going to look me up on the internet, seeing Yelp reviews and then calling to cancel their appointment after reading themYou are damaging my reputation and the ability to grow my business, you are damaging my business If I claim my business on Yelp.com to reply to reviews I would have to agree to your Terms of Service in order to do so, which involves “giving up my legal rights”I should not have to give up my rights in order to claim my own business on Yelp, a site I didn't want to be on in the first placeIf I am forced to do this in an attempt to save my reputation and business by being able to respond to reviews I would be agreeing to those terms under duress as I do not agree to give up my legal rights described in your Terms and Conditions and I do not agree to Yelp being able to use and manipulate my reviews in any manner they wish I notice that the person replying to this complaint “***” does not give her full name Thank you for your attention, [redacted] ***Sincerely, [redacted] ***

Hi [redacted] ,Thank you for writingWe are glad to have this opportunity to address your concerns about your business page for [redacted] .You expressed concern with a reviewIt looks like you are referring to the review by [redacted] *, which you've previously reportedI understand that you’re disputing the accuracy of this review, and I wanted to let you know that our team has taken a second look at the review.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.If you are concerned about your safety outside of Yelp and believe you are being harassed or threatened, please consider contacting the authorities.Regards,***Yelp Inc

Hi [redacted] ,Thank you for writing regarding your advertising program for [redacted] .We've forwarded your message to the appropriate parties, and a manager, Hannah, reached out to you by voicemail on September 20, Please feel free to reach out to [redacted] directly to further discuss your concernsRegards,***Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] We 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 advertiseFurthermore, there is zero relationship between the timing of when a review gets recommended and when a business decides to - or declines to - advertise: reviews can be recommended or not recommended days, weeks, or even months after they were first posted, and your Yelp sales representative doesn't have any influence over when that might happenWe 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 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 measuredEven though it inevitably affects legitimate reviews from time to time and misses some fake ones, too, it helps protect the integrity of the site both for consumers (who will be less likely to be led astray by bogus reviews) and business owners (who will spend less time worrying about whether their competitors are writing negative reviews about them) 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 Regards, [redacted] Yelp, Inc