Yelp.com

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for teccrab Inc You expressed concern with the pricing of your advertising programAccording to our records, 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 advertising program was a cost per click (CPC) program and 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 clicksAdditionally, it appears you received a promotional offer which made you eligible to receive up to $in free Yelp ad clicks in the first full month of your advertising programThis information was included in the Purchase Order and Ad Program Descriptions sections of the advertising agreement you signed If 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.ca/ and clicking on the "Yelp Ads" tab You also expressed concern with the cancellation policyPlease note that per the terms of your advertising agreement, we require days written notice to your account management contact if you wish to terminate your advertising programAs it appears you provided your cancellation request on October 9, 2015, your advertising program was terminated on November 8, Because your advertising program is billed in arrears, the $charge you saw on November 1, was for advertising services delivered in OctoberAs 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 advertising agreementAdditionally, you will see a charge in early December for advertising services that were delivered in NovemberOnce these amounts have been collected, you will not incur further charges While we are sorry to hear you were not satisfied with your advertising campaign, 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.ca/support/using_business_account Finally, with regards to your request for your business to be removed, we publish business listing information so that consumers can share their experiences about local businesses, and because facts concerning your business are a matter of public recordTherefore, we plan on leaving the listing unchanged for the benefit of consumers Regards, [redacted] Yelp Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) In my opinion Yelp is not taking the issue seriousThey repeatedly using their contract, which was in my opinion made under circumstances, as a coverI want to be clear in my replyI was called by the same Yelp sales representative in June as well as in SeptemberWhen I spoke to him in June I mentioned that a $advertisement campaign is out of the question and not something we were interested inWhen I was approached in September, by the same sales rep, he told me Yelp had listen to small business owners, like myself, and would offer a $package for month as a form of a test adThe contract was than send to me while I was on the phone with the sales rep, who said to me that he doesn't want to keep me to long and that I just have to sign the contractHe left me in the impression that I would pay just $per monthHe did not mentioned any cancelation fee and left me in the dark with the additional fees that could add up to a total of $ Sending the contract over and over again instead of investigating the error makes me wonder if Yelps interest was only to get a small business owner signing up for the program and not caring what would come out of itThe dealings I am having with Yelp to this point even strengthen this feelingI have clearly demonstrated my wish to cancel, right after the first fee was charged to my credit cardBut instead of taking my cancellation serious Yelp continued having the ad live on their site resulting in additional chargesAs online advertisement agency we are dealing with a variety of online advertisement providerIf I or one of our customers feels they wish to stop an ad on Facebook, Google or LinkedIn we can do this in less than one business dayYelp on the other hand insist that it takes days to cancel an ad and even charges a ridicules high cancelation feePlease keep in mind that we are talking about a $per month for month contractA $cancelation fee is in no relation to the base fee communicated I am sorry but I feel that this business is taking advantage of small business owners, hoping they are intimidated by the size of YelpTheir customer service even mentioned on the phone that it is a billion dollar company, giving me the feeling they can hire the best lawyers and making sure a small business owner such as myself will just give up I also wish to mention that with the privacy act from I, as a Canadian company owner, have the right to get my data deletedA right to get my profile removedYelp is a privately held company, not a non for profit organization nor government institutionTherefore my demands of having my company profile removed are in my opinion legitRefusing is in my opinion a valuation of the Canadian Privacy Act of I would like to finish my response by mentioning that I will not pay any cancelation fee and that I demand getting a refundI also demand that my profile gets removed from their website Final Business Response / [redacted] (4000, 21, 2016/02/05) */ Hi ***, Thank you for your feedback You claim that you were "not made aware of any additional costs." However, according to our records it appears your sales representative explained that the cost of your advertising program could go up to a maximum of $a month depending on how many ad clicks you receivedIt also appears he informed you that early termination would be subject to a fee of $Additionally, the first page of the advertising agreement you signed states that your advertising program would have monthly fixed costs of $and monthly variable costs of up to $275, and that the early termination fee would be $ You also wrote, "I am now receiving notifications that you have tried to charge my credit card again for $not explaining what this amount is for." Our records indicate that this amount due is for advertising services delivered from November - 8, $of this amount is for the ad clicks you received in November at an average cost of $per clickThe remaining $is a prorated amount for your enhanced profile for November You have again asked that we remove your listing from the site, but we can only restate what was indicated in our prior messages: We publish business listing information so that consumers can share their experiences about businesses in their community, and because facts concerning your business are a matter of public record With regards to your comment, "More than one small business claims that instead of checking complains out you rather "suggest" them to pay you for getting bad reviews removed," 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 http://www.yelp.ca/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more Regards, [redacted] Yelp Inc Final Consumer Response / [redacted] (4200, 23, 2016/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is obvious to me that your sales representative can not give you other details without fearing to loose his jobAs stated many times beforeHe has called me in more than once and tried to sell me your "services"I told him every time that the price is to highHe then called with the proposal to "Try out" your "services" for ONLY $per monthNo, he did NOT mention ANY additional costsHe also picked, in my opinion purposely, a busy moment to Email me the contract and rushed me to sing itHe did NOT give me the time to read the contract I am working with many online advertisement platforms for over yearsI have full control of my Google ads, Facebook ads and any other ads I am running or maintain for my clientsIf an ad is not performing well I have the chance to reduce the budget on the fly, can make changes and DO NOT have to pay a ridicules high cancelation fee I also want to state that $per click is incredibly high click rate in my opinionAs stated before we are advertising on other platforms and never pay that much per click Since this is now going back and forth for a while nowI would like to know what you are proposing to settle this?

Complaint: [redacted] I am rejecting this response because: I have tried to follow the steps about reporting slanderous content and I was unsuccessfulThe review was a statement against me for " [redacted] " [redacted] The review was given by [redacted] **Her statement was not only defamatory, this person is not using her real nameHer real name is [redacted] ***She did not pass her CST exam even though [redacted] paid twice for her to try to passHer statements are not only defamatory, they're lies.Sincerely, [redacted]

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 $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 be turned off at any time 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:January - 31, 2017- You received ad clicks which cost a total of $119.82- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $29.96- $of your $credit was used and you paid $0February 2017- 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 January- You paid $and are responsible for a remaining balance of $for advertising services delivered in FebruaryMarch 1, 2017- You received ad click which cost a total of $7.39- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $1.85- You had remaining promotional credit for this month because it was used in January and February- You are responsible for $for advertising services delivered in March 2017You 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 March 1, As advertising services have been delivered in accordance with the Terms you agreed to, we will not be able to waive the remaining balance of $for advertising services delivered in February and MarchOnce this amount is collected, you will not incur further chargesThanks for understanding.We also want to address your comment, "I received weekly status reports of my advertising, but they stopped after weeksI thought it was because the days ran out." As noted above, ads can be turned off at any time by the business through the Yelp for Business Owners AccountAdditionally, you can manage your email notification preferences, by logging in to your business account at [redacted] , clicking "Account Settings" at the top of the page, and then clicking "Manage your email preferences." From there, check or uncheck the appropriate boxes, and then click "Save Settings."You also expressed concern that out of state users may have been clicking your adIt sounds like you may be referring to the information in the Activity Feed section of your business account, and we want to clarify the difference between ad clicks and the information provided in the Activity Feed.An ad click is when a person clicks on a 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 searchPlease keep in mind that in order to do a search on Yelp, a user must enter a location to search near, and ads for your business would have been delivered when a user was searching for businesses near your location, regardless of what location the user has elected to use in their profile informationYelp Ads appear above the natural search results, as well as on your business pagesThe Yelp Ad is differentiated from the natural search results by an orange border, and has the notation "Ad" in next to the business nameClicking on an ad impression will take the user to the business page on Yelp, and you were charged when someone clicked on your ad.Once 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 the page may appear in the Activity Feed section of your Business AccountThe Activity Feed shows recent activity by Yelp users on your Yelp business listing, such as phone calls and website clicks.We want to be clear that you were being charged when someone clicked on your ad, and not based on the number of users who viewed your Yelp pageIt's possible that users in your activity feed who appeared to be from out of state may have found your business page through other means, such as our natural search results, rather than clicking on your ad, and that the location they chose to use in their profile might not be where the user is actually located.Finally, you asked for your business to be removed from Yelp; however, 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

Initial Business Response / [redacted] (1000, 5, 2015/05/29) */ Hi [redacted] , Thank you for writingWe are glad to have this opportunity to address your concerns You expressed concern with [redacted] L's review of [redacted] As 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 claim that "the customer also lied"; 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 You might consider sending a private message to the reviewer or posting a public comment through a free business accountMany reviewers respond favorably to business owners willing to engage in constructive conversation, and at the very least, other Yelp users appreciate seeing business owners take a proactive approach to dealing with customer concernsOur hope is that by utilizing these means you will be able to rectify any misunderstandings and come to an amicable resolution To create a free Business Account, go to: https://biz.yelp.com/ Regards, [redacted] Yelp Inc

Hi [redacted] ,Thank you for your response.It sounds as though you don't accept our explanation of the recommendation software, but we can only stand by our previous statements. Yelp's recommendation software is an automated algorithm that attempts to weed out less reliable reviews while showcasing more reliable ones. This means that when reviews are posted to your listing, not all of them will make the cut. We 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 recommended. But 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 appreciated. When it comes down to it, all review sites face the same challenge: how to identify fake reviews among the many millions of legitimate reviews. It's no easy task, and there is always room for improvement. We hope to be able to continually improve on this issue.We also want to clarify that actions taken by our automated recommendation software are separate from the Yelp Support team's evaluation of reviews against our Content Guidelines.Please be assured that we've evaluated the content of [redacted] review and are allowing the user to stand behind their review.While we share your concern about the possibility of a defamatory review on our site, we don't adjudicate disputes between businesses and their reviewers. Congress acknowledged this quandary by passing legislation that provides statutory immunity to online service providers such as Yelp for the content of third-party posts. See 47 U.S.C. §230. The case law is legion and unanimous 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 contents. S [redacted] 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 concerns. We do not recommend that you engage in anything other than a well-meaning dialog with the reviewer in order to sort out any misunderstandings.Finally, you asked for your business to be removed from Yelp; however, we don't remove business information. While some business owners might prefer to keep a lower profile, this kind of information is publicly available and its use is protected under the law. More 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 advertising program for [redacted] According to our records, you redeemed a $promotional ad creditTo redeem the $credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put a credit card on fileWhen advertising with a Cost Per Click program, you are electing to pay every time a user clicks on your ad impressionYou 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 the business has the ability to turn off their ads through their 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:April - 30, 2016- You received ad clicks which cost a total of $336.34- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $56.41- $of your $credit was used and you are responsible for $for advertising services delivered in AprilMay - 21, 2016- You received ad clicks which cost a total of $356.12- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $50.81- You had $remaining promotional credit for this month because it was used in April- You are responsible for $for advertising services delivered in MayYou can view a breakdown of how many ad clicks you received by logging in to your Yelp for Business Owners Account at [redacted] and then clicking on the Yelp Ads tab.It looks like your advertising program was terminated on May 21, because you did not provide us with a new credit card by that dateWhile we are sorry to hear you were not satisfied with your advertising program, advertising services have been delivered in accordance with the Terms you agreed to, so you are responsible for the balance of $for advertising services delivered in April and MayThanks for understanding.Regards,***Yelp Inc

Hi Anthony,Thank you for your responseWe appreciate your feedback, and have forwarded your concerns to the appropriate parties so that they can take your feedback into consideration.Regards,HelenYelp Inc

Complaint: [redacted] I am rejecting this response because: This is the typical canned response Yelp post to all complaintsI will contact the Attorney General in their jurisdiction and pursue a criminal racketeering investigationSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ Hi [redacted] , Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for Embarque Yoga Therapy + Wellness As you may recall from the correspondence you've had with our account management team, in order to redeem the $credit towards Yelp ads, you were required to sign up for our Cost Per Click advertising campaign and put a credit card on fileOur records indicate that you set your Cost Per Click monthly budget at $Once the promotion runs out, advertising continues until you stop your ads through your Yelp for Business Owners Account Your advertising program was a self-serve program, which means that ads can only be turned off by the business through the Yelp for Business Owners AccountIf 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: November 2-30, - You received ad clicks which cost a total of $ - $of your $credit was used and you paid $ December - You received ad clicks which cost a total of $ - You had $remaining promotional credit for this month because it was partially used in November - The costs did not exceed your selected $monthly budget - You are responsible for $for advertising services delivered in December January 1-5, - You received ad clicks which cost a total of $ - You had remaining promotional credit for this month because it was used in November and December - You are responsible for $for advertising services delivered in January You can view a breakdown of how many ad clicks you received by logging in to your Yelp for Business Owners Account at https://biz.yelp.com/ and then clicking on the Yelp Ads tab You ended your advertising program on January 5, As advertising services have been delivered in accordance with the Terms you agreed to, we will not be able to waive the outstanding balance of $for advertising services delivered in December and JanuaryOnce this amount is collected, you will not incur further chargesThanks for understanding Regards, [redacted] Yelp Inc

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ Hi ***, Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for [redacted] We've gone ahead and informed our Sales team that you no longer wish to receive any communication from themIf for any reason you continue to hear from them, please let us know at http://www.yelp.com/support/contact/questions With regards to your comment, "they dont put up the good reviews, if they do, they take them down when you wont respond," 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 measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsPlease also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a reviewHowever, the system is not static reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors To learn more about recommended reviews, please visit: http://www.yelp-support.com/Recommended_Reviews?l=en_US You also wrote, "If you ever need help or have an issue with someone writing a review, they will not help you." 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 While reporting content doesn't guarantee that it'll be removed, 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) Finally, you asked for your business to be removed from Yelp; however, 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, [redacted] Yelp Inc

Hi [redacted] ,Thank you for writingWe are glad to have this opportunity to address your concernsWe were unable to locate the review in question based on the information you providedCould you please provide us with a link to the business page and the name of the reviewer?Alternatively, if you already have Yelp account and would like to report content that you feel may violate Yelp's Content Guidelines [redacted] ), you can do so by finding the content in question, clicking the flag icon on the website or the More Options/Overflow Menu (dots) on the appYou'll need to be logged into your account to report content.To learn more, please visit: [redacted] While reporting content doesn't guarantee that it'll be removed, 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 of a review 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] to your contact list).Regards, ***Yelp Inc

Hi ***,Thank you for writing about your advertising program for [redacted] .As you may recall from our previous correspondence regarding the prior BBB complaint you filed in February 2016, while of course it is our hope that our ad programs will result in an increase of business for Yelp... advertisers, ultimately, we cannot guarantee results of an advertising program. As noted in Section VI (Yelp's Disclaimer of Warranties) of the advertising agreement you signed: "Yelp specifically disclaims all warranties and guarantees regarding (I) the performance, quality and results of the ad programs."With regards to your comment, "Also, only ONE out of six great reviews by my LONGTIME vocal students were deemed, "recommended". No wonder I got NO RESPONSE," we want to be clear that the recommendation software operates independently of a business's advertising status. With respect to reviews, paying businesses have absolutely no advantage. The 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.While we are sorry to hear you were not satisfied with your advertising program, advertising services were delivered in accordance with the agreement you signed, so we will not be able to waive the remaining balance of $641.68 for advertising services delivered from February 1 - March 2, 2016. However, the early termination fee of $700 was waived. For further assistance with the remaining balance, please reach out to TrueAccord, a third party collection agency we are using, at [redacted] .Regards,***Yelp Inc.

Complaint: [redacted] I am rejecting this response because:, Yelp continues to take the stand that so many business people complain about, inflexible, unwilling to adapt and be fair, and arrogance about how they have the right to publish your company with good or bad information as they see fit and nothing you as a business person can do about itI know for a fact they have been challenged in court more than once over this issue, they win because they have deep pockets to fight with expensive attornies and us little business people who do not have the funds to higher good lawyers and fight in court over this So instead we just go out of business because they have the control over us My request to have my business information removed was basic and simple, yet they continue to deny doing it for their own publication benifits, again- “Proof” of Yelps arrogance, Revdex.com seems to have no power over them, Lawyers do nothing, so what is a small business man who can barely make a living to do when being bullied? they publish what they want to publish, PERIOD THSI IS A WASTE OF MY TIME, I only call on my small business brothers and sisters to take a stand, be heard, file complaints with Revdex.com and other web sites and do reviews all over the web about about Yelp, let yelp get a taste of their own medicineFrustrated small business owner: Richard [redacted]

Hi ***,Thank you for your response.You wrote, "The complaint that we had issue with (*** *** was taken down by you before, because it violated your guidelinesHowever, this same customer simply re-posted the review." To clarify, *** **'s previous review of *** *** * *** was removed because the user posted the same review to multiple business pages, and not necessarily because of the content of the review itselfIn these situations, we allow reviewers to repost their review to the single business page where their experience took place, and will evaluate that review on its own merits if necessaryWith that in mind, *** *** current review of *** *** * *** has been left up.Additionally, you wrote, "In addition you have allowed a review from a customer *** *** that not only uses foul language, but is not stating facts, but simply hurling insults, with absolutely no details of the service we provided." We understand you find the language used in this review offensive and are frustrated that we have left the review upEvaluating reviews for inappropriate content isn’t easy and we recognize that each person has a different tolerance for strong languageGenerally, what we don’t tolerate on our site are serious threats and hate speechWe do have a fairly high bar for colorful language and try to allow users to tell their story in their own words, whether or not they had a positive experience with a business, and regardless of our own personal tastesWe hope you can understand why we ultimately didn’t conclude that the review you reported violates our terms.We also want to be clear that the Yelp Support team's evaluation of reviews against our Content Guidelines is separate from actions taken by our automated recommendation softwareYelp'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 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

Hi Eric,Thanks for your response.We want to reiterate that the advertising agreement you signed clearly stated that your advertising program would automatically renew month-to-month after the initial 3-month termIf you wanted to terminate your program at the end of the initial term, our account management team would have needed to receive a written request from you days prior to your desired cancellation date. 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 are also paying for enhanced profile featuresThese advertising services were delivered in accordance with the advertising agreement you signed, so we will not be able to offer you a refundThank you for understanding. Regards,HelenYelp Inc

Hi ***,Thank you for your response.You wrote, "I did try to keep an eye on the charges and it did not show that further charges were accruing past the promo dollars." Information about your cost per click ad spend was available in the Yelp Ads tab of your Yelp for Business Owners AccountYour cost per click ad spend for July was $37.12, and your cost per click ad spend for August was $You also signed up for our enhanced profile features, which cost $per month and are prorated for partial monthsYour $promotion was applied towards both your cost per click ads and your enhanced profile featuresIf you only wanted to use your $promotion, you would have needed to log in and end the program before the $was used.We appreciate your feedback, and have forwarded your concerns to the appropriate parties.Regards,***Yelp Inc

Initial Business Response /* (1000, 5, 2015/06/23) */
Hi ***,
Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for ***'s *** and ***
You expressed concern with a reviewIt sounds like you are referring to the review
by *** DWe wanted to let you know that this review has been removed because it was found to fall outside our Content Guidelines
For future reference, you can report a review, photo or video that you think may violate Yelp's Content Guidelines (http://www.yelp.com/guidelines) by clicking the flag icon next to itYou'll need to be logged into your account in order to view the flag icon
While reporting content doesn't guarantee that it'll be removed, 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 ***@yelp.com to your contact list)
Regards,
***
Yelp Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, * ***

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding the Yelp Deals you purchased.We're sorry that your experience with *** *** *** *** *** and *** *** *** didn't live up to your expectationsIt looks like you contacted our Support
team on September 11, 2016, a few days before you filed this Revdex.com complaintAs you may recall from the correspondence you had with my colleague ***, we are refunding your credit card $It looks like this refund was successfully processed yesterday, September 14, Please allow 5-business days for these funds to arrive in your account.Regards,***Yelp Inc

Initial Business Response /* (1000, 5, 2015/06/30) */
Hi ***,
Thank you for writingWe are glad to have this opportunity to address your concerns
You expressed concern with *** H's public comment to your review of *** *** We wanted to let you know we removed *** *** public
comment because it fell outside our Content GuidelinesIt appears that the business owner has since posted a new public comment, and as this current comment appears to reflect the opinions of this individual, we're leaving it intact
Regards,
***
Yelp Inc
Initial Consumer Rebuttal /* (2000, 7, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Revdex.com's response because Yelp has made the contractor delete his comment that included my full name and personal info about meThanks