Yelp.com

Complaint: [redacted] I am rejecting this response because: So you guys don't think that a person who left negative [redacted] (of them in one day) is only using yelp to threat the other businesses? or has some mental problem? you really don't think that is a sort of weapon for the customer to reach her own desired purpose? when she calls and threat us that either give me money or I will destroy your reputation on yelp, is that really fair and you will sit down and do nothing about that and you consider that as her experience? I explained you guys what experience she had, and I can not give the money back to some stranger because I could get into trouble with the person who bought the item.The invoice is under someone else and I can send you guys the information of the person who had bought and paid for the item and he did not want me to refund her, otherwise my company has no problem refunding the money to the buyer she had also put a picture of my employees private line which I do not want to go public and I want that to be removed ASAP t to custom jewelry or special orders.Form of Payment:Credit card - credit will be issued back to the accountWire transfer - will be refunded via company check Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for California Solar You expressed concern with a reviewWe assume you are referring to the review by [redacted] C, as you've recently flagged this reviewAs you may recall from the message you received from the Yelp Support team, we've looked at [redacted] C's review and are leaving it upBased on what we can see in the review, we're unable to confirm that it was posted in error, but we've reached out to the reviewer to let him know he may have posted to the wrong business While we share your concern about the possibility of a defamatory review on our site, we don't adjudicate disputes between businesses and their reviewersCongress acknowledged this predicament by passing [redacted] that provides statutory immunity to online service providers such as Yelp for the content of third-party postsSee U.S.C§The case law is clear on this point in support of online service providers because of concerns that they would otherwise be forced to remove third party posts every time someone raised issue with their contentsSee Carafano vMetrosplashcomInc., F3d (9th Cir2003); Zeran vAmerica Online, Inc., F.3d (4th Cir1997); Barrett vRosenthal, Cal4th (Cal2006) That said, we will revisit your request if you provide to us a final judicial determination that the contents of a review are defamatory and will, at our discretion, take appropriate action with respect to the review and the user responsible for the review We encourage you to contact the reviewer directly using the private messaging function on our site in order to constructively address your concernsWe do not recommend that you engage in anything other than a well-meaning dialog with the reviewer in order to sort out any misunderstandings You can access your account by visiting https://biz.yelp.com/ For guidance on using your Business Account, check out https://biz.yelp.com/support/using_business_account Regards, [redacted] Yelp Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) NEVER TRUST YELP!!!!!! HERE IS WHY Its very simple! If YELP can't figure out we don't work in an area miles away! I think it is a shame that YELP has there head so far up there [redacted] that they can't even comprehend straight Like I said in the complaint we NEVER installed this persons system and we NEVER even contacted them! I understand why now YELP has so many complaints against them at the B.B.B YELP needs to get a grip of there complaints and them self! YELP you are a scam and a lying company that will find themselves in a defamation case You won't remove it we will have our legal team now going after you for damages as well as the customer who responded to this bogus claim!!!!!!! Final Business Response / [redacted] (4000, 9, 2015/07/24) */ Hi ***, Thank you for writing backWe understand you believe [redacted] Cposted to your listing in errorWhile we do not take sides in factual disputes, the user's response to our messaging indicates that he believes he posted to the correct businessAs such, we are leaving the review intact As you've already used your business account to publicly comment on the review, we would again encourage to privately message the reviewer to attempt to resolve any concernsWe provide guidance on responding to reviews at https://biz.yelp.com/support/responding_to_reviews Regards, [redacted] Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding the reviews of [redacted] & [redacted] We wanted to let you know that after further evaluation, we have removed the review by [redacted] because, as written, it falls outside our Content Guidelines For future reference, if you would like to request a second evaluation of something you flagged that did not get removed, you can submit a new inquiry by providing the case number (this is provided in our previously emailed response to the content you flagged) here: http://www.yelp-support.com/article/Can-I-request-a-second-evaluation-of-somethi...⇄ Regards, [redacted] Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] It looks like a manager, **, reached out to you on December 2, 2015, the day after you filed this Revdex.com complaintAs you may recall from your conversation with him, your advertising program has been terminated and the early termination fee has been waived We're sorry to hear you were not satisfied with your advertising campaign and that the address was not updated in a timely mannerIt appears the address changes you submitted were initially rejected because our moderators could not verify the new information at that timeThe address has since been updated: http://www.yelp.com/biz/bolt-mechanics-farmingdale- Our records indicate that you 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 were for your enhanced profile, which included features such as competitor ad removal and a photo slideshowYour your monthly cost per click budget cap was set at $275, which means you were only 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 only 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 toYou 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 We also want to address your comment, "They log and subsequently charge users for actions such as consumer phone calls." We want to clarify that when advertising with a Cost Per Click program, you are electing to pay every time a user clicks on your ad impressionHowever, you are not being charged "for actions such as consumer phone calls." Please keep in mind that the activity you see in the Activity Feed feature is not necessarily from users who have clicked on your adThis activity may also be from users who found your business page through other means, such as our natural search results We hope you will continue to take advantage of the free features available to you on your Yelp for Business Owners Account to engage with the Yelp communityFor guidance, please visit https://biz.yelp.com/support/using_business_account Regards, [redacted] Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Hi ***, Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for ***'s [redacted] . You expressed concern with [redacted] review of your business. The review has been... evaluated by the Yelp Support team and left up, as it was not found to be in violation of our guidelines. You claim that the review is false; however, Yelp does not take sides in factual disputes. Rather, 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. We think it's important for businesses to be part of the conversation, and have created a suite of free tools to help business owners get the most out of Yelp. As a reminder, you can: - Communicate with your customers via private message or public comment - Track the User Views on your business page - Add photos and a detailed description of your business - Convert Yelp users into customers by posting a Yelp Deal to your listing Please note that these tools are available with our free Business Owner Accounts. 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 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 advertise. You can log in to your account here: https://biz.yelp.com/ Regards, [redacted] Yelp, Inc.

Complaint: [redacted] I am rejecting this response because: it does not address the original complaint about the $112.91. I was unaware that I was being charged, and I received no service for my payment. All I want is for my original charge to be reversed. Now that I understand how Yelp Ads work, I will use them in the future, but I should not be charged for something I didn't use. Yelp designed a system to trap it's customers to force them to blindly pay. I did not willing pay $112.91. I had previously checked and saw a $0 charge, and was very surprised by the unauthorized $112.91. Yelp didn't give me an opportunity to turn off the Yelp Ads before I was charged. The 4 people I have spoken with at Yelp have all been very uncompassionate in their response to me and basically say it is all my fault and I should have known better. I should have known better than to fall for a scam about free advertising. Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] You expressed concern that "The weekend after refusing YELP's advertising package I found that our company had dropped from the search results." Search results are intended to provide the most useful results to consumersThe search algorithm looks at a number of different factors, including the search term itself, ratings, and active reviewsHowever, a business's advertising status is not factored into the ordering of our search results, though we sometimes show relevant ads above themThe ads that we feature on search results pages are shown above our natural search results and are highlighted with a yellow icon indicating that they are paid ads You also expressed concern that "they created a new listing for my business and took down our original listing" and that "We had moved locations once before, years ago, and none of this happened." Please note that from time to time some of our policies changeCurrently, to reflect a change in location, we will typically mark the existing business page on Yelp as "moved" and create a page for the new locationThe "moved" notation is meant to inform customers of this change and to direct them to your business's current locationExisting reviews will generally stay put, as they describe experiences from before the move and won't necessarily apply to the new locationCustomers who visit your new location are welcome to post their reviews on the new pageCustomers can also find the old location linked in the banner that appears on the new business [redacted] Regards, [redacted] Yelp Inc

Hi Jared,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for TEK LabOur records indicate you redeemed a $promotional ad credit on October 19, 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 set your Cost Per Click monthly budget at $You 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 AccountYour 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 your advertising program, we sent you an automated email 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 a maximum of $375, and your programs will continue unless cancelledAdvertisers also have the option to opt in to receiving billing confirmation emails in the Account Settings section of their accountBelow is a more detailed description of how the promotion was applied: October - 31, 2017- You received ad clicks and enhanced profile features which cost a total of $155.90- $of your $credit was used and you paid $0November 2017- You received ad clicks and enhanced profile features which cost a total of $375.00- You had $remaining promotional credit for this month because it was partially used towards your October ads- $of your remaining $credit was used and you are responsible for $for advertising services delivered in November.December - 15, 2017- You received ad clicks and enhanced profile features which cost a total of $188.50- You had remaining promotional credit for this month because it was used towards your October and November ads- You are responsible for $for advertising services delivered in DecemberYou 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 December 15, While we are sorry to hear you were not satisfied with your advertising program, advertising services were delivered in accordance with the Terms ( [redacted] ) you agreed to, so we will not be able to waive the outstanding balance of $for advertising services delivered in November and DecemberOnce this amount is collected, you will not incur further chargesThanks for understanding.Regards,HelenYelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ 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 reviewWe assume you are referring to the review by [redacted] C, as you've previously flagged this reviewAs you may recall from the message you received from the Yelp Support team, the review has been evaluated and left up, as it was not found to be in violation of our guidelinesYou stated that "Yelp failed to investigate"; however, please note that 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 You also noted that you were "contacted by yelp sales person two days before incident." Please be assured that there is no relationship between reviews and anything having to do with Yelp Ads or the Yelp Ads sales processThere's no amount of money a business can pay to manipulate their reviews or rating and Yelp doesn't skew things in favor of advertisers or against businesses that don'tFurthermore, members of the Yelp Sales teams cannot post Yelp reviews because of the inherent conflict of interest this would present Regards, [redacted] Yelp Inc

Hi [redacted] ***,We appreciate your feedback, and while we recognize that the recommendation software is not a perfect system, the goal of the software is to showcase more reliable contentWe also want to be clear that there are a number of reasons why a review might not be recommendedFor example, the review may have been posted by a less established user, or we may see reviews originating from the same computerOther reviews that are not currently recommended may be real reviews from real customers who we just don't know much about and therefore can't recommend.We understand our approach is very different from other sites that tend to feature every single negative rant and positive raveWe do our best to nurture a community of users who actively contribute reliable and useful content.You also wrote, "I would rather not be on your site," but as previously stated, 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] Regards,***Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for [redacted] Networks and Computer Repair 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 packaged Cost Per Click program, you were paying for an enhanced profile (which included competitor ad removal and a photo slideshow) and you were electing to pay every time a user clicked on your ad impression Our records indicate you signed up for an advertising program on October 29, It appears you spoke with an account manager, [redacted] , on November 11, about the possibility of canceling, but that you decided to continue your advertising program at that timeOur records also indicate that you provided another cancellation request on November 15, 2015, and since we require days written notice to your account management contact if you wish to terminate your advertising program, your advertising program was terminated on December 15, With regards to your comment, "They continue to bill my credit card for $a month," please note that your advertising program is billed in arrears, so the $you were charged on December 1, was for advertising services delivered in NovemberIt appears there will be an additional balance of $due on January 1, for advertising services delivered from December - 15, Additionally, as you have chosen to end your program before the end of the 3-month term, you are responsible for an early termination fee of $per the terms of your contract As advertising services have been delivered in accordance with your contract, we will not be able to offer you a refundThanks for understanding Regards, [redacted] Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address you concerns regarding your business page for [redacted] Cleaning It looks like you have been in touch with our Account Management team after filing this Revdex.com complaint, and that you signed a new agreement to change from a packaged Cost Per Click advertising program to an Enhanced Profile with featured video, effective November 1, 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 some calls you received, writing, "I have numerous times when a telemarketer has called me and it matches Yelp and my phone call logI asked for some refunds and they will not honor any." Please note that the calls you receive are not necessarily from users who have clicked on your ad impression, as users can find your business page in other ways, such as through our natural search results With regards to your comment, "Their staff is rude," we would like to investigate furtherTo that end, could you please provide us with additional information regarding the call(s) you are referring to, specifically, 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: http://www.yelp-support.com/Recommended_Reviews?l=en_US Regards, [redacted] Yelp Inc

Hi [redacted] ,Thank you for writing again.You wrote, "I was not an employee at the business when the review was left." We want to reiterate that Yelp users may post reviews based on their past experiences regardless of when they occurredPlease be assured that we've evaluated the content of [redacted] review and are allowing the user to stand behind their reviewAs you noted, we don't take sides in factual disputesIf 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.We also want to clarify that the Yelp Support team's evaluation of reviews against our Content Guidelines is separate from actions taken by our automated recommendation softwareAs we previously noted, our records do not indicate that [redacted] review was previously removed for violations of our Content GuidelinesHowever, it is possible that the review was previously not included among the Recommended Reviews for the businessYelp's recommendation software is an automated algorithm that attempts to identify the most reliable and useful content amongst the millions of submitted reviewsOur recommendation software runs on a daily basis, so the results can change day-to-dayFor example, the software might pick up new information as time goes by that makes a reviewer seem more trustworthy, or the information we have about a reviewer can grow stale.Regards,***Yelp Inc

Initial Business Response / [redacted] (1000, 6, 2015/10/15) */ Hi [redacted] , Thank you for writing regarding your advertising program for [redacted] Design & BuildWe are still looking into this and will respond with additional information soonWe appreciate your patience in the meantime Regards, [redacted] Yelp Inc Final Business Response / [redacted] (4000, 20, 2015/11/23) */ Hi [redacted] , Thank you for your response While it appears you initially expressed in July that you wished to cancel, please keep in mind that if your ads had been terminated prior to the end of the initial commitment period (March 1, - September 10, 2015), then an early termination fee of $would have been assessedIt appears that [redacted] suggested in July that you continue your advertising program so that you would not have to pay this early termination feeWe also want to reiterate that according to our records, it looks like [redacted] let you know on July 23, that your ads were set to continue per the terms of your agreementIt appears the next written cancellation request we received from you was on August 19, and that in that message you confirmed that you wanted your advertising program to continue into September, so per the terms of your contract your advertising program was terminated days from that date on September 18, We also want to address your comment, "this pay per click is just spy bots clicking awayWe have a website trackerThere is no way this generated any leads." 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 clicks through to your website and in more customers, it is important to keep in mind that results are not guaranteedWe also want to reiterate that when advertising with a Cost Per Click program, you are electing to pay every time a user clicks on your ad impression, not when someone clicks through to your website Additionally, we employ a variety of industry-standard measures to detect and prevent invalid traffic and click fraudFor example, we monitor our clicks and impressions for fraudulent activity, and frequently update our filters to exclude activity from known offendersWe also subscribe to the Internet Advertising Bureau's bot list, which gives us an industry-standard filter in addition to our own more rigorous ones Finally, you expressed concern with the change in the average price per clickYou signed up for 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 marketAs noted in your contract, your bid price per click varied based on relevance, competition, and other factors Regards, [redacted] Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2016/03/16) */ Hi [redacted] , Thank you for writingWe are glad to have this opportunity to address your concerns It looks like you contacted our Support team the same day you filed this Revdex.com complaint, and that you've since been in touch with my colleague [redacted] He is looking into the information you forwarded We also want to clarify that Yelp is primarily intended for the review of local businesses, rather than online businessesIt looks like your review of Fashion Nova was removed because it appeared to be about an online experience rather than an experience at the store location you posted to Regards, [redacted] Yelp Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not been in contact with [redacted] , as he never contacted me backI explained to [redacted] , and sent him proof that the company was trying to bribe me to remove the YELP reviewAfter I refused to take the bribe from them, they contacted YELP who later on removed the reviewI sent proof in the form of emails between myself and the manager at the company who gave me offers of discounts as well as a gift card if I changed my review of themI said no, since I contacted the store several times in hopes for a refund, that I ended up getting only AFTER I told them I was filing a complaint, left that YELP review, and made a Revdex.com complaintI also saw several complaints from people on your (Yelp's) Facebook page, about how you remove reviews based on what companies offer youWhich makes me wonder, why my review was removed well after this situation happened, and funny enough, in the benefit of the bribing liarsThe company broke a " Yelp rule" for contacting me and offering a bribe to take down my review of themWhat happens for that? Your company is dishonest, and untrustworthy Final Business Response / [redacted] (4000, 9, 2016/03/29) */ Hi [redacted] , Thank you for your response We first want to address your comments, "I explained to [redacted] , and sent him proof that the company was trying to bribe me to remove the YELP review" and "The company broke a " Yelp rule" for contacting me and offering a bribe to take down my review of themWhat happens for that?" Please note that anything you send us [redacted] be used publicly as evidence for our Consumer Alert program (https://www.yelpblog.com/2016/02/yelp-consumer-alerts-take-guesswork-online-rev...⇄ if we find that the business is offering compensation for reviews or the removal of reviewsIf we do use what you send us, we will remove your name, email address, and other personal information prior to using it That said, we want to reiterate that your review of Fashion Nova was removed because it fell outside our Content GuidelinesBecause Yelp is primarily intended for the review of local consumer oriented businesses, when reviewing, your review should pertain to the location you are posting your review toIt appears your review was about an online experience and not about an experience with Fashion Nova's Montebello location With regards to your comment, "I also saw several complaints from people on your (Yelp's) Facebook page, about how you remove reviews based on what companies offer you," we want to clarify that businesses can't pay us to remove or suppress their bad reviewsAdditionally, 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 https://www.yelpblog.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-for-...⇄ to learn more Regards, [redacted] Yelp Inc Final Consumer Response / [redacted] (4200, 11, 2016/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to know if you have the emails I sent to [redacted] as proof of what they had done, and if you do have them, what will be the outcome of the FACT that they did try to bribe me before they contacted you to take the review down? This is a company that clearly attempted to bribe meAlso, I don't have to visit a site made by YELP for the benefit of YELP, explaining how YELP doesn't do something YELP clearly does...for instance, taking down reviews without contacting the yelper and understanding the entire picture, FIRSTI can easily go to your Facebook page, or any social media page related to any YELP in any area and interact with real live people who have had the same, or even worse experiences than I have had with YELPYou took down my review, and didn't even allow me to explain that they tried to offer me stuff to take it down before they contacted youFurthermore, here are your content guidelines, please tell me where it says that I am not allowed to review said location, when I dealt with that location, since its the only one AND their customer service as wellguidelines: General Guidelines Yelp allows users to contribute different kinds of content, including reviews, photos, videos, events, votes, tips, private messages, and morePlaying nice isn't rocket science, but just in case, we've put together these general guidelinesPlease also read the guidelines below for specific types of content that you might contribute to the site Inappropriate

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 some reviewsIt looks like you are referring to the reviews by [redacted] as you previously reported those reviewsWe have taken a second look at these reviews but, after careful consideration, we reached the same conclusion as before and are unable to remove the reviewsIf 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.Additionally, it looks like this business page has recently been marked as closedWhile we don't remove business pages in cases like this, closed businesses eventually stop appearing in search results over time.Regards,***Yelp Inc

Complaint: [redacted] I am rejecting this response because: Inappropriate language violates your terms of agreement and is slander against our staff memberYou choose to leave sexist remarks that have nothing to do with the persons experience that is a shame.Sincerely, [redacted]

Hi Heather,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for Capital Practice ConsultingAccording to our records, you called and spoke with an account manager, [redacted] , on October 18, and indicated that you wanted to cancel your advertising programIt appears that Brandon made some recommendations for your page and updated the categories.It appears you spoke with another account manager, [redacted] , on October 26, 2017, and that it was agreed that you would continue advertising with a promotionAfter your conversation, Kollin sent you an email with the subject line "Yelp Program Follow Up" on October 26, which stated that he "applied a credit of $in free ad clicks each month for up to months in total." Our records indicate that this promotion was applied to your account and ran from October 27, - January 26, You can see the number of ad clicks you received and the dollar amount of cost per click ads you received in the Yelp Ads tab of your account at [redacted] You can also see that this promotion was applied in the billing statements available on the Billing tab of your account at [redacted] /.With regards to your comment that you "maintained that the cancellation was to happen after those three additional months," please note that per the Master Advertising Terms [redacted] ) you agreed to, we require days written notice to your account management team if you wish to terminate your advertising programHowever, it does not appear that we received a written cancellation request in October that stated that you wished to cancel at the end of your initial termIf you wished to end your program at the end of your 6-month agreement on January 18, 2018, we would have needed to receive a written cancellation request from you days priorYour advertising program was terminated on February 19, While we are sorry to hear you were not satisfied with your advertising program, advertising services were delivered in accordance with the terms and conditions you agreed to, so at this time we will not be able to offer you a refund or waive the outstanding balance of $for the advertising services you received from February 18, - February 19, That said, we have forwarded your message to the appropriate parties for their considerationThanks for understandingRegards,HelenYelp 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 some reviewsIt looks like some of the reviews have already been removed due to violations of our Content Guidelines, but that a review by [redacted] had been left upWe wanted to let you know that after further investigation this review has been removed and the account has been closed.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 a reviewIt looks like you are referring to the review by [redacted] **, as you previously filed a Revdex.com complaint (# [redacted] ) regarding this reviewYou claim that this review was posted by an ex-employee of your businessOur Terms of Service prohibit anyone with a conflict of interest with a business from posting reviews about that businessIn order to evaluate whether someone has a conflict of interest, we rely on information in our systems and information in the content that person has posted in the first placeOur moderators generally aren't able to consider outside information or arbitrate disputes, if it's not clear whether a conflict of interest may exist.With that in mind, we’ve taken another look at [redacted] **'s review and we stand by our original decision to leave the review up, as we did not find it to be in violation of our guidelines.You also wrote, "we then ask other customers to leave reviews to offset this fraudulent one, and when they do Yelp hides them." Please note asking for reviews is not something we encourageAsking your customers to write reviews for your business may sound like a good way to improve your reputation, but it’s exactly the sort of behavior that Yelp’s recommendation software is trained to detectThe most helpful reviews are unsolicited, so don’t be surprised if the reviews you solicit aren’t recommended by Yelp.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] _ReviewsWith regards to your comment, "I called YELP who suggested we advertise with them as we would then received 'enhanced assistance' for dealing with negative reviews and removing negative reviews," we 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 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.You also wrote, "Yelp has blocked my company login so I cannot change any of the information on our review page!!! And they list an 'owner' as someone who is not me, and then list a phone number we have never had, however list us in the correct city and state." It appears your Business Account used to be under the email address your provided when you filed this complaint and that you may have changed the email address and name associated with the accountIt also looks like your Yelp for Business Owners Account was closed for violations of our Terms of ServiceWe've gone ahead and removed the From the Business information and updated the phone number to what appears to be the current number for your business: [redacted] Please note that on occasion, we'll lock fields in order to prevent malicious or erroneous changes to listing informationIf you would like assistance with reclaiming your business page or otherwise updating your business information, please contact our Support team: [redacted] Finally, you requested that your business to be removed from YelpAs you may recall from our previous correspondence, we don't remove business information, as this kind of information is publicly available and its use is protected under the lawYelp 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 New Kids on the Block vNew America Pub., Inc., F.2d 302, (9th Cir1992).Regards,***Yelp Inc