Yelp.com

Complaint: [redacted] I am rejecting this response because:Yelp did not adequately address my concerns directly as Yelp continues to hide behind their "it's just our software" excuseYet Yelp continues to hurt our business which places us in an unfair positionYelp's response is their boilerplate response to all businesses who can't pay for their ads or who protest against their cyber-sabotageHowever, if Yelp would remove our restaurant from their review platform altogether, such a gesture would indicate that Yelp really does care about small businesses like ours and it would prove that Yelp is making a good faith effort to do the right thingIn turn, we may be convinced that joining YelpEats would be good for our business and we would accept their response as suchOtherwise we are rejecting their current response Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ Hi [redacted] , Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] Boutique You expressed concern that your business page for [redacted] Boutique had not yet been updated to reflect that your business has closedWe have systems in place to keep our data accurate and timely but from time to time, errors or delays can occurWe've gone ahead and marked [redacted] Boutique as closed, and while we don't remove business pages in cases like this, closed businesses eventually stop appearing in search results over time You also expressed concern with some reviewsIf you believe a review violates Yelp's Content Guidelines (http://www.yelp.com/guidelines), you can report the content by clicking the flag icon next to itYou'll need to be logged in to an account in order to view the flag icon For instructions on how to report content, please visit: http://www.yelp-support.com/article/How-do-I-report-a-review?l=en_US Regards, [redacted] Yelp Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have submitted dozens of flagged bot and fraudulent reviews and have never received any response from your companyThey show up in "not recommended" and I want them removed immediately since they are not from real clients we ever had - flagging them and emailing you has never done anything nor have I ever received a response from you until now having to go thru the Revdex.comI would appreciate them taken down effective immediately Final Business Response / [redacted] (4000, 9, 2015/08/03) */ Hi [redacted] , Looking at our records, we have only received one inquiry from you regarding the review by user [redacted] KThe review has been evaluated by the Yelp Support team and left up, as it was not found to be in violation of our guidelinesYelp 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 While reporting content doesn't guarantee that it'll be removed, please be assured that our team looks at every inquiry and carefully evaluates the content against our guidelinesEach case will be reviewed by our team in the order it was receivedTypically, you will receive a response to your report within a few business daysIf you don't believe you've received our response, please be sure to check all email and spam folders (you may want to add [redacted] @yelp.com to your contact list) As stated before, since your old business has now been marked closed and will eventually stop appearing in search resultsIn the meantime, we would again suggest that you flag any reviews you feel violate Yelp's Content Guidelines (http://www.yelp.com/guidelines) Regards, [redacted] Yelp, Inc

Complaint: [redacted] I am rejecting this response because: I understand your response and the reason for the chargeMy complaint is that your advertising prices are deceptive and your own representative told me that If I were to call it would have been made clear that the additional charges/add ons were not part of the $credit and that it was not explicitly clear online in the process I went throughDue to the poor performance of the ads (not my complaint) I closely monitored my ads to make sure I did not exceed the creditYour math is correct, I am not disputing that at allI just don't agree that I should pay for a service that I was unknowingly being charged for Sincerely,Anthony [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 recommendation softwareAs you may have read, the goal of Yelp's recommendation software is to showcase more reliable contentThe recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsPlease also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a reviewHowever, the system is not static -- reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.To learn more about recommended reviews, please visit: [redacted] We also 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] ***We also wanted to let you know that we have forwarded your concerns to the appropriate partiesAs you may recall, an account manager, [redacted] , reached out to you and let you know that your advertising program is set to cancel on May 31, and we 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 communityFor guidance, please visit [redacted] Regards,***Yelp Inc

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] .You expressed concern with [redacted] reviewWe’ve taken another look at this review you reported, and have carefully considered your concerns that the reviewer may have a conflict of interestWe are still unable to confirm the conflict using the information we have in our systems.You also wrote, "we have never provided service to this woman." We see a firsthand consumer experience as an event when someone interacts with a business, regardless of whether he or she completes a financial transaction, and will generally allow reviews that describe experiences like this to remain in place.I understand we did not provide the response you were hoping forThese decisions aren’t always easy, but please know we looked at this review closely before reaching our decision.Regards,***Yelp Inc

Complaint: [redacted] I am rejecting this response because the results were completely unsatisfactory, and may also be considered fraudulent To date I have not received a refund for the amounts paid to YelpIf Yelp cares about its customers, it should resolve this issue, unless fraud and deception are what Yelp stands forSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ Hi [redacted] , Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for Bikram Yoga Mesa We first want to clarify the difference between Yelp Ads and Yelp's natural search resultsWhen a user is searching on Yelp for a business in a certain area, we do our best to provide that user with a Yelp Ad applicable to their searchYelp Ads appear above the natural search results, as well as on your competitors' business pagesThe Yelp Ad is differentiated from the natural search results by an yellow border, and has the notation "Ad" in next to the business name Separate from Yelp Ads are Yelp's numbered search results, which have absolutely nothing to do with who is paying usYelp's natural search results algorithm is designed to provide the best results based on a number of different factors including review text, ratings, and number of reviewsWhile we can't guarantee specific results or business rankings, we are always working to improve our search tool so that we can deliver the most relevant local results to our users You also wrote, "The ceiling on the contract was non negotiable which was set to viewsThe contract was $per view." However, according to our records, you signed up for a cost-per-click auction-based auto-bidding program, which means that Yelp delivered a variable and unguaranteed number of ad impressions, and that you elected to pay every time a user clicked on your ad impressionWith regards to the cost per click, as noted in your contract, you agreed to allow Yelp to set the bid price per click price to keep you competitive in the marketWhile your sales representative may have given you 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 factorsHowever, it will always be the lowest price possible to win the clickWe have attached a copy of your contract for your reference We also want to be clear that while the goal of advertising on Yelp is to drive more traffic to the business page, which may ultimately result in more customers, we of course cannot guarantee a certain level of results You also expressed concern with the early termination feeSince you chose to end your program before the end of the 12-month term, you are responsible for an early termination fee of $2,per the terms of your advertising agreement With regards to your concerns about the video, Yelp has partnered with the company SmartShoot, who films and edits the videoIf you haven't already done so, we suggest you contact SmartShoot directly with your concerns regarding the filming and editing process You also wrote, "I wrote two emails and no response until one month later." According to our records, it looks like you emailed our account management team on January 14, 2015, and that Melinda reached out to you on January 21, and left your a voicemail As advertising services have been delivered in accordance with your contract, we will not be able to waive the remaining outstanding balanceThanks for understanding Regards, [redacted] Yelp Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for respondingYour response is such that tells me I didn't read the contract or know the facts of the eventsThat is correct and much of your jargon is not understandable to the common person and does not make a clear definition in your contractSo in conclusion I did not understand the contractI rescinded in due time was the "ad" started workingYou have admitted in your response that you remove confusion and distraction to your users with the exploitation of small businessesYou have no verification on tallying the "clicks, views" whatever you call themHow do you know if it's actual "click"From clicks to in one day when my "poll" position never changedWith that I really hope you consider changing much of your practicesHave a clear written contract with a clear definition of the jargon you use in contractYou must have a recession when the business has no way of actually seeing how this system works and not have to take your sales reps "word" on the informationI planned on doing business with you actually to be able to speak my truth and see your true colorsI'm sorry I did thatWe can part ways and say Namaste- my soul recognizes your soul I honor the live light beauty truth kindness with in you because it is also in me sharing these things there is no difference between us we are the same we are one Final Business Response / [redacted] (4000, 9, 2015/09/23) */ Hi [redacted] , Thank you for feedback To clarify, an ad "click" occurs when a user clicks on an ad impressionAn "ad impression" is the single display of an advertisement on the Yelp; these advertisements have the notation "Ad" and are displayed above the numbered search results and on competitors' business pagesBecause your advertising program was a cost per click program, Yelp only charged you for the ad clicks you received It also sounds as though you may be concerned about possible click fraudWe 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, with regards to your comment, "my 'poll' position never changed," it sounds like you are referring to your business's ranking in our natural search resultsWe want to reiterate that Yelp's natural search results (which are numbered) are separate from Yelp Ads and have absolutely nothing to do with who is paying us Regards, [redacted] Yelp Inc Final Consumer Response / [redacted] (4200, 11, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) 80% of our will to do business with Yelp was to clear up confusion to customers using YelpThe only way to get the confusing information about other surrounding studios off our Yelp page (which you call ads) was to sign your contractThe fact that this is a premium shows you are selling straight forward clear communication and information to your usersWe as a business deserve clear communication if you are using our nameWe lshould get that right or at least not have that as a premiumThat is what we believe is exploitationEither every Yelp page is confusing and there is nothing the small business can do about that or every small business gets an ad free no confused Yelp page for freeIf it was not a big deal it would not be part of the deal to sign up with youTil ou see the benefit of a small business wanting to remove the confusing adsThe fact that is a premium is what we believe is the exploitationPlease change your mindWe need to focus on better things in our communityIf we had taken advantage of you we would make it rightWe don't feel we have wronged you Yelp only helped you maybe see a better way and see to it that you can change for the betterWe all do it, it's all okayAnd also there is no checks and balances on the clicks again that is just jargonNamaste

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ 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 make sure you know that a business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are treatedBusinesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertiseWe understand there are some misconceptions about this, so we invite you to visit http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more You also expressed concern with the recommendation softwareAs you may have read, the goal of Yelp's recommendation software is to showcase more reliable contentThe recommendation software establishes an objective standard against which every review can be 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 Finally, you asked for your business to be removed from Yelp, but we actually don't remove business listing informationWhile some business owners might prefer to keep a lower profile, this kind of information is publicly available and its use is protected under the lawMore importantly, we believe that the public benefits from sharing their experiences with local businesses Regards, [redacted] Yelp Inc

Hi ***,Thank you for your response.You have again alleged that Yelp is manipulating your reviews because you did not return a sales representative's callHowever, with respect to reviews, paying businesses have absolutely no advantageThe recommendation software does not distinguish between advertisers and free listings, and the revenue side of our business operates independently of the content side of our business, just as a newspaper might put a firewall between their advertising and reporting functions.It also sounds as though you don't accept our explanation of the recommendation software, but we can only stand by our previous statementsYelp's recommendation software is an automated algorithm that attempts to weed out less reliable reviews while showcasing more reliable onesThis means that when reviews are posted to your listing, not all of them will make the cutWe acknowledge that even some legitimate reviews will not be recommended, but we still believe that the software as a whole makes our site more trustworthy and useful to consumers.As indicated in our prior response, the recommendation software is automated to help avoid the potential for human bias inherent in individual decision-making: we cannot reverse the software’s decisions, either to suppress an active review or to restore one that isn’t recommendedBut once again, the system is not static -- reviews may come and go as the recommendation software picks up new information.While we understand your concerns, we want to make sure you are clear that federal law bars lawsuits against websites like Yelp for the decisions they make about which reviews to post or removeSee [redacted] 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 the most reliable and useful content amongst the millions of submitted reviewsIt's no easy task, and there is always room for improvementWe hope to be able to continually improve on this issue.Regards,***Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding the business page for [redacted] It look like the business page for [redacted] has already been marked as closed, and while we don't remove business pages in cases like this, closed businesses eventually stop appearing in search results over time If you believe a review, photo or video violates Yelp's Content Guidelines (http://www.yelp.com/guidelines), you can report the content by clicking the flag icon next to itYou'll need to be logged in to your account in order to view the flag icon For instructions on how to report content, please visit: http://www.yelp-support.com/article/How-do-I-report-a-review?l=en_US If you would like to add a new business to Yelp, you can do so here: https://biz.yelp.com/signup_business/new Once you've completed this, a verification message will be sent to the email address you providedYour submission will still need to be evaluated by our moderators; if it is approved you'll receive another message letting you know it can be claimed Regards, [redacted] Yelp Inc

Complaint: [redacted] I am rejecting this response because: It is MORALLY wrong for one company to knowingly try to hide good reviews legitimately gained It is MORALLY wrong for one large business like Yelp to pay to have software designed - an algorithm - that removes good reviews and then insinuate somehow they were illegitimately gainedFurther, Yelp knowingly chooses to promote and advance lesser photography (just going by some of the portfolios they promote)They are a despicable company and people need to stop relying on them for this reasonTheir behavior and actions are immoral and underhanded - and they mislead the public about who might be a good source to go to when they remove reviews.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/12/23) */ Hi [redacted] , Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for [redacted] You expressed concern that the price per click variedWhile your sales representative may have given you an estimated price per click based on the average at that time, the Terms (https://biz.yelp.com/tos/upgrades_en_us_XXXXXXXX) you agreed to when you signed up for your self-serve Cost-Per-Click advertising program state that the price per click varies based on relevance, competition, and other factorsHowever, the price you pay will always be the lowest price possible to win the click As advertising services have been delivered in accordance with the Terms you agreed to when you signed up for your advertising campaign, we will not be able to waive the outstanding balance of $Once this amount is collected, you will not incur further charges 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] (3000, 8, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response regardless of the Terms in (https://biz.yelp.com/tos/upgrades_en_us_XXXXXXXX) as they have specifiedThis does not specify any kind of dollar amount for the variable pricing that they are claiming When I spoke to the agent numerous times prior to applying for the self advertising, he did not disclose to me that it can go up to hundreds of dollars per click, as a matter of fact, the variable rate wasn't even disclosed to me verbally during the several weeks of him contacting me via email and by phoneHad it been told me, then I would have questioned how much the maximum can go up to and would have made better decision in continuing with this self advertising This is purely a scam in my opinion in bilking consumers like me for "Not" signing one with their contracted advertisement when I declined their offer with their representative, prior to applying for this self advertising As mentioned before, I will pay 50% of the bill from $to $in order to resolve this issue Final Business Response / [redacted] (4000, 10, 2016/01/08) */ Hi [redacted] , Thank you for your response While you may have discussed full-serve advertising programs with your sales representative, ultimately, you signed up for a self-serve program through your Yelp for Business Owners AccountOur records indicate that when you signed up for your self-serve Cost-Per-Click advertising program, you set your monthly budget cap at $You were only charged when someone clicked on your ad, and you agreed to pay up to $a month for those ad clicksIf you had reached your monthly budget cap, we would no longer have delivered ads for your business for the remainder of that month so that you wouldn't have to pay more than you agreed toIf you did not reach your monthly budget cap, you would only be charged for the ad clicks you received We also want to reiterate that the the price per click will vary depending on various factors including relevance and competition, but price you pay will always be the lowest price possible to win the clickOur records indicate that during your ad campaign, the ad clicks you received in November cost a total of $124.98, or an average of $per clickAs noted in Section (Ad Services) of the Ads and Upgrades Terms you agreed to, "Yelp establishes a minimum bid price per click, which is the least you would pay for a click, and which Yelp may change at any timeIf there are no competing advertisers, you pay the minimum bid priceIf there are competing advertisers, the winning advertiser will pay the minimum amount of money necessary to beat the second-place advertiser, based on relevance and bid priceYou agree to allow Yelp to implement an auto-bidding strategy whereby your bid price per click varies based on relevance, competition, and other factors, in an effort to maximize the number of clicks you receive within the budget specified in the Checkout Form." As advertising services have been delivered in accordance with the Terms, you are responsible for an outstanding balance $for the ad clicks you receivedOnce this amount is collected, you will not incur further chargesThanks for understanding Regards, [redacted] Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ Hi [redacted] , Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] Home Services We want to first address your comment that "We suspect Yelp has targeted our business." We want to assure you that Yelp does not retaliate against businesses for any reason, including asking questions, expressing concerns or filing complaints We also want to be clear that business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are treatedBusinesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertiseWe understand there are some misconceptions about this, so we invite you to visit http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more You also expressed concern with a review of your businessWe assume you are referring to the review by [redacted] P, as you've previously written in about this reviewAs you may recall, 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 stated that you have "ample documentation proving our case," but as frustrating as it may sound, we don't take the place of a court of law and make evidentiary determinationsAdditionally, 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 wrote, "any time a representative tries to sign on to Yelp through the Business Owner's portal, Yelp presents them with a threatening message, saying that billing is past due and that [redacted] Home Services owes Yelp $400" and that "none of our company representatives can make any alterations to our Yelp page." Please note that you should still be able to access the features of your Business Account, even if you have an outstanding balanceIf an Account Past Due pop up message appears when you log in to your Business Account, you can close the message by clicking the X in the upper right corner of the pop up Your advertising program has been terminated as of July 17, Because your advertising program was billed in arrears, there was an additional balance due on August 1, for services delivered in JulyYou are currently responsible for an outstanding balance of $for advertising services delivered in June and JulyAs advertising services have been delivered in accordance with your contract, we will not be able to waive the outstanding balanceOnce this amount has been collected, you will not incur further chargesYou can update your credit card information by logging in to your Business Account at https://biz.yelp.com/ and clicking on the "Update Credit Card" button Regards, [redacted] Yelp Inc

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 reviews by [redacted] *As you may recall, several of [redacted] *.'s reviews of [redacted] [redacted] have been removed because they fall outside our Content GuidelinesWe’ve also taken another look at [redacted] *.'s current review, and have carefully considered your concerns that the reviewer may have a conflict of interestUnfortunately, we are still unable to confirm the conflict using the information we have in our systems.I understand we did not provide the response you were hoping forThese decisions aren’t always easy, but please know we looked at this review closely before reaching our decision.You also wrote, "I would like my business page taken down from Yelp." 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 businesses.Regards,***Yelp Inc

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] ***We understand that a negative review about an experience you don’t recognize is very frustratingWe have taken a second look at [redacted] 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.In some situations, business owners may want to message the reviewer privately, or post a public response to clarify any misunderstandingsYou 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.You also expressed concern with the recommendation softwareAs you may have read, the goal of Yelp's recommendation software is to showcase more reliable contentThe recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsPlease also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a reviewHowever, the system is not static -- reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.To learn more about recommended reviews, please visit: [redacted] Finally, you asked for your business to be removed from Yelp, but we actually don't remove business listing informationWhile some business owners might prefer to keep a lower profile, this kind of information is publicly available and its use is protected under the lawMore importantly, we believe that the public benefits from sharing their experiences with local businesses.Regards,***Yelp Inc

Hi ***,Thank you for your response.Please be assured that your advertising program was a cost-per-click auction-based auto-bidding programWe want to reiterate that the price you paid per click was based on competition and relevance, and was always the least amount needed to win the clickWe aimed to maximize the number of clicks you got for your budget over the course of the monthAdvertisers should plan to have 100% of their budget fulfilled, and you were never charged more than the $per month you agreed toAdditionally, while we understand your concerns about the amount of fluctuation you saw in the price per click, please note that neither the sign up flow nor the Ads and Upgrades Terms indicated a minimum or maximum cost per click.Advertising services have been delivered in accordance with the Terms you agreed to, so we will not be able to waive the outstanding balance of $for advertising services delivered in NovemberThanks for understanding.Regards,***Yelp Inc

The review was taken down on 3/21/16, almost a month after my request that Yelp take the review downIt was not taken down on the date that Yelp claim to have taken it downI had people monitoring it because it was affecting my business

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for [redacted] ***.As you noted, you redeemed a $promotional ad creditTo redeem the $credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put a credit card on fileYou set your Cost Per Click monthly budget at $450, 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 usedDuring your ad setup there were Q&A's on the right side of the page explaining that you could stop your ads any time through the Yelp for Business Owners site.Below is a more detailed description of how the promotion was applied:November 30, 2016- You received ad clicks which cost a total of $0- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $1.59- $of your $credit was used and you paid $0December 2016- You received ad clicks which cost a total of $142.93- 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 November- $of your credit was used and you paid $0January 2017- You received ad clicks which cost a total of $378.10- 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 November and December- $of your credit was used and you paid $for advertising services delivered in JanuaryFebruary - 4, 2017- You received ad clicks which cost a total of $79.94- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $6.68- You had remaining promotional credit for this month because it was used in November through January - You are responsible for $for advertising services delivered in FebruaryYou 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 February 4, As advertising services have been delivered in accordance with the Terms you agreed to, at this time we will not be able to waive the remaining balance of $for advertising services delivered in FebruaryThat said, we have forwarded your message to the appropriate parties for their considerationThanks for understanding.Regards,***Yelp Inc

Complaint: [redacted] I am rejecting this response because: Yelp has decided to not show the reviews our company has earnedThe only review showing, out of total, is the one negative review we have.The reply included nothing but a repeat of information I heard on the phone beforeI guess they train all of their staff to explain why they're crooks in the same way...Yelp has not attempted to resolve the issueThey seem to be hiding behind their backwards policies instead It's unfortunate that I checked their Revdex.com rating after I signed up to advertise with themThey don't deserve a penny they got form us Sincerely, [redacted]

Hi Derek,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for Full Scope Property Inspections.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 guaranteed.Our records indicate you signed up for an advertising program with a $per month Yelp Ads budget plus $per month page upgrades, for a monthly maximum of $The $per month page upgrades included features such as a Call To Action button, a photo slideshow, and competitor ad removalYour advertising package included a cost per click (CPC) program and your ads budget was set at $275, which means you were charged when someone clicked on your ad and you agreed to pay up to $a month for those ad clicksWhile your sales representative may have given you an estimate of the number of ad clicks you might receive, it is important to keep in mind that the number of clicks will vary because the cost of a click will fluctuate based on competition and relevanceHowever, you'll always pay the least amount needed to win the clickWe aim to maximize the number of clicks you get for your budget over the course of the month, and you should plan to have 100% of your budget fulfilledOccasionally competitive demand prevents this, but you'll only be billed for the cost of the clicks you received in that monthly billing period.We also want to clarify that ad clicks, user views, and Customer Leads are separate entities of information.An ad click is when a person clicks on your business's Yelp adWhen a user is searching on Yelp for a business in a certain area, we do our best to provide that user with a Yelp Ad applicable to their searchYelp Ads appear above the natural search results, on your competitors' business pages, and in various other places around the websiteThe Yelp Ad has the notation "Ad" in next to the business nameClicking on your ad impression will take the user to your business page on Yelp, and you were being charged when someone clicked on your adYou can view a breakdown the number of ad clicks you received by logging in to your Business Account at [redacted] and clicking on the "Yelp Ads" tab.User Views is a measure of how many times your Yelp page was accessed or viewed on the Yelp website, mobile website, and mobile appsOnce a user is on your business page (regardless of whether they found it through an ad impression or through another means, such as our natural search results), additional actions they take while on your page may appear in the Customer Leads and Activity Feed sections of your Business AccountCustomer Leads are intended to show you how our users are adding and accessing information located in your Yelp business page after they've landed on the pageFor example, Customer Leads activity shows clicks to your websitePlease note that you were not paying based on the number of users that clicked through to your websiteWe appreciate your feedback, and have forwarded to the appropriate partiesYour advertising program has been terminated as of January 16, 2018, and the early termination fee of $was waivedHowever, our records do not indicate that the representative you spoke with offered to waive the remaining balance, and as advertising services were delivered in accordance with the terms and conditions you agreed to, we will not be able to offer you a refundThanks for understandingRegards,HelenYelp Inc