Yelp.com

Hi ***,Thank you for your response.You have again stated that the review by S G"is still a personal attack on a stylist" and should be removedWe appreciate your concerns but, after careful consideration, we ultimately reached a different conclusion than you about whether this review violates our termsWe also want to reiterate that the date a review was posted isn't necessarily the date the user received the serviceIn other words, it's possible that a user might patronize the same type of business on different days, but then chose to post reviews about all of them on another day.We also want to address your comment that "Since starting this complaint I have been contacted multiple times by Yelp, even again this morning by sales people willing to work with me." We want to be clear that these sales calls are unrelated the Revdex.com complaint you filedAdditionally, 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’t.If you no longer wish to receive sales calls from Yelp, please let us know.Regards,***Yelp Inc

Initial Business Response /* (1000, 5, 2015/05/01) */
Hi ***,
Thank you for writingWe are glad to have this opportunity to address your concerns
You expressed concern that some of your reviews were removedOur records indicate that these reviews were removed by our Support team
because they fell outside our Content Guidelines (http://www.yelp.com/guidelines), specifically, they appeared to represent a conflict of interestYou stated that you were a patient of these hospitals and clinics, but in some of your reviews you indicated that you are a nurseAs noted in our Content Guidelines, your contributions should be unbiased and objectiveFor example, you shouldn't write reviews of your own business or employer, or of your peers or competitors in your industry
With regards to your comment, "Yelp states businesses can not pay to have reviews removed and yet they did just that," businesses can't pay us to remove or suppress their bad reviewsRather, we allow users to post reviews, and rely on the Yelp community to flag content that they believe is questionableIf a review violates our Content Guidelines (http://www.yelp.com/guidelines), then our Support team will remove itA 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
Regards,
***
Yelp Inc

Complaint: ***I am rejecting this response because:
They have REMOVED star reviews and ratings from my account that are legitimate and from customersI did not know what they would write before handThere is no reason to remove them, thus negatively impacting a freelance photography business from being found on the webThese reviews and ratings help new businesses be foundThis is unacceptable.Sincerely,*** ***

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for *** *** ***.We appreciate your feedback, and have forwarded your message to the appropriate partiesAs you may recall, a manager, *** spoke with you on
December 21, to discuss your concerns and to let you know that she is waiving the balance of $75.84.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 ***Regards,***Yelp Inc

Complaint: ***I am rejecting this response because:Sincerely,Andrew ***
if you listen to the original phone call I had with whatever his name was he said something like $flat per month not $first of all and I am not happy but guess I signed the documents as I was rushed through them and yes I want to cancel and never do anything with yelp again!!! And its not right even though I guess its in the contract, that you charge me what u r charging me to cancelI wish I never did anything with yelp in the first place!!!!

Initial Business Response /* (1000, 5, 2015/06/11) */
Hi ***,
Thank you for writingWe appreciate you bringing this to our attention, and have forwarded your note along to the appropriate parties
Our Sales team has noted 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
We also want to address your comment, "they won't show my good reviews, only the negative ones and claim if I pay them, they will filter out the bad reviews." To be clear, a business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are treatedBusinesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertiseFurthermore, there is zero relationship between the timing of when a review gets recommended and when a business decides to or declines to advertiseReviews can be recommended or not recommended days, weeks, or even months after they were first posted, and a 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
If you believe, however, that an individual has provided you with different information, we would like to investigate furtherTo that end, please provide us with the name of the individual whom you spoke with, their phone number, and the date and time of your conversation with them, if known
You also expressed concern with the recommendation softwareAs you may have read, the goal of Yelp's recommendation software is to showcase more reliable contentThe recommendation software establishes an objective standard against which every review can be measuredEven though it inevitably affects legitimate reviews from time to time and misses some fake ones, too, it helps protect the integrity of the site both for consumers (who will be less likely to be led astray by bogus reviews) and business owners (who will spend less time worrying about whether their competitors are writing negative reviews about them)
It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsPlease also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a reviewHowever, the system is not static reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors
To learn more about recommended reviews, please visit: http://www.yelp-support.com/Recommended_Reviews?l=en_US
Regards,
***
Yelp Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because I do not believe the answers to be honestHere are the reasonsWhen "***" says "Our Sales team has noted that you no longer wish to receive any communication from them" I don't believe her because nowhere in the complaint did I specify which business I ownIt could be any one of thousands of businesses in *** *** *** Additionally, I already told representatives at Yelp that I didn't want to be called anymoreI told them not to call me, and they called me back IMMEDIATELYNot the next day or the next week, but within a minute of hanging upI've gotten dozens of calls over the months, and each time I tell them not to call anymoreI am also on the National Do Not Call ListSo, what part of "Don't call me" was misunderstood until now? Is it that "***" told her people not to call me, not because I requested it(because I've requested it numerous times), but because I actually filed a complaint with the Revdex.com? And it's not just a matter of the callsI DO NOT WANT MY BUSINESS ON YELPNowhere in that response was I given an option to take my business off YelpI am stuck with bad reviews that Yelp makes sure post up front, despite other favorable reviews that have come laterThese reviews read like they are from my competitor and are fake reviewsRegardless, I don't want to be on YelpI am a VERY small business that has existed for yearsWebsites like Yelp serve to undermine my business and I should have an option not to be a part of thatAnd lastly, if Yelp really cared and really took a personal interest in the complaints they receive, I would have a response from someone with a last nameNot just a first name, which is likely fakeSo if the person responding can't be confident enough in her response to leave me her official name and title with the company, why should I have confidence that the complaint is truthfully being address? I can'tI stand by my complaintNothing has been done to correct the many issues involving Yelp
Final Business Response /* (4000, 9, 2015/06/29) */
Hi ***,
Thank you for your response
You wrote, "nowhere in the complaint did I specify which business I own." Based on the information you provided, it appears your business is *** & *** in *** *** *** http://www.yelp.com/biz/***If this is not your business, please send us a link to the correct Yelp page so that we can inform our Sales team that you do not wish to receive further communication from them
You also 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
With regard to your concern about the order of the reviews, the default order, Yelp Sort, attempts to show reviews that help consumers make informed decisionsFor example, the first review displayed for a business will be one that reflects the average star rating of a businessThe order is determined by recency, user voting, and other review quality factors, which is why an older review may appear before a newer oneKeep in mind when viewing a business a user can sort the reviews in a few other ways by date, star rating, and those written by Elites
Finally, you expressed concern that "These reviews read like they are from my competitor and are fake reviews." If 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 your account in order to view the flag iconWhile 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)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,
***
Yelp Inc

Complaint: ***I am rejecting this response because: It does not address my main concern. My main concern and question is why after so many violations, Yelp is allowing user *** * to post more reviews? At least of her posts have been removed in the scope of last few monthsShe has violated Terms of Service multiple times, and it is a case of harassment, not only content guildlines vioationsYelps' terms of service do not allow harassment, yet this user is doing it again and againShe has just re posted another irrelevant/harassing review for *** *** (another page of *** *** ***)It should not be my responsibility to monitor and all the time report an aggressive userYelp should not allow the platform for harassment, it is against your own Terms of ServicePlease remove her posts from my page, and issue a warning for her, or ban from posting all together.Sincerely,*** ***

Hi Brian,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for Speedy Glass 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 Cost Per Click program, you were electing to pay every time a user clicked on your ad impressionYou were also paying for enhanced profile features and a featured video.Our records indicate you signed a 12-month advertising agreement in April and that your ads began on April 4, 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, featured video, and call trackingYour advertising package included a cost per click (CPC) program and your monthly ad click 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 clicksIt appears this program ended on June 29, 2017, and that you downgraded to an enhanced profile with video hosting, but without Cost Per Click ads, effective July 1, This enhanced profile and video hosting program ended on July 22, You then signed up for another Cost Per Click ad program from October 24, through December 4, 2017.Additionally, it sounds as though you have some concerns about ad targetingCost-Per-Click ads are delivered in categories matching your specific business, as well as other similar categories that our ad delivery system has identified as relevantThat said, as indicated in Section VI, Yelp's Disclaimer of Warranties, of the Master Advertising Terms *** you agreed to, "While Yelp will try to target ad impressions to particular users, types of users, user locations, user queries, or other user behaviors, Yelp may not be able to achieve a client's specific expectation of accurate ad targeting." The price you pay per click is based on competition and relevance, but 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.For a more detailed video description of how CPC ads work, please visit our Support Center: ***You also expressed concern with calls you receivedPlease note that Yelp cannot control who calls your businessWe also want to be clear that you were paying when users clicked on your adYou were not paying based on the number of calls or customer leads you received. Per the terms you agreed to for your initial advertising program, we typically require days written notice to your account management team if you wish to terminate your advertising program, and early termination is typically subject to a feeHowever, in this case the day notice requirement and early termination fee were waived, and the program was terminated on July 22, 2017.Despite your concerns with your initial advertising program, you elected to sign up for another advertising program which began on October 24, and ran through December 4, 2017.As advertising services were delivered in accordance with the terms you agreed to, we will not be able to offer you a refund. You also 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.Finally, w'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 ***Regards,HelenYelp Inc

Initial Business Response /* (1000, 5, 2015/09/30) */
Hi ***,
Thank you for writingWe are glad to have this opportunity to address your concerns
You expressed concern that your reviews of New York Paint & Hardware were removedAs you noted, that these reviews were removed by our
Support team because they fell outside our Content Guidelines (http://www.yelp.com/guidelines), specifically, they appeared to represent a conflict of interestYou wrote, "I assured yelp that I had no conflict of interest," but in one of your reviews you indicated that your boyfriend was an employee of the businessAs noted in our Content Guidelines, your contributions should be unbiased and objectiveThis means, for example, you shouldn't write reviews of your friends', relatives', or significant other's business or employer
We also want to clarify that if a review is brought to the attention of the Yelp Support team and is found to fall outside our Content Guidelines, the Yelp Support team will take appropriate action, such as removing the reviewHowever, reporting content does not guarantee that it will be removed, and businesses do not have the ability to remove reviews themselves
Regards,
***
Yelp Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wrote no such thing in my reviewThis business has a history of contacting Yelp to remove reviewsEvery small business owner in my neighborhood knows itI plan to take this complaint public if my review is not re-postedI have others in my neighborhood that will do the same
Final Business Response /* (4000, 9, 2015/10/13) */
Hi ***,
Thank you for your response
We've taken another look at your reviews of New York Paint & Hardware that were removed, but our decision to keep these reviews removed remains the same, as they appear to represent a conflict of interest
Regards,
***
Yelp Inc

Hi ***,Thank you for your response.We're sorry to hear you feel there was a disconnect between what the salesperson described and the advertising services that were deliveredWe appreciate your feedback, and have forwarded your concerns to the appropriate partiesThat said, we want to be clear that, as stated in the Purchase Order section of the advertising agreement you signed, you signed up for a Cost Per Click ad program plus enhanced profile features, which were deliveredWe also want to reiterate that while it is our hope that advertisers will find success via the Yelp advertising program, results are not guaranteedAs 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." We have attached a copy of the advertising agreement for your records.Regards,***Yelp Inc

Complaint: ***
I am rejecting this response because:looking at yelp they have reviews deemed unacceptable falling outside yelp guidelinesthe above is aa lie from *** as I said if te reveiw is negative against beacons closet it was removed an for about removed it looks like they know someone at t yelp or pay yelp t remove bad reviews and says they re not in their guidelinesi mention what they are wearing because beacons closet selos fashion or retail and the persons buying stuff think they are experts on fashion in aa ridiculous way wearing ridiculous outfitsim mean come on reviews removed how can they do this if they dont know someone or are paying for removalmy reviews were bout no one in particular but my experience with beacons closet
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
Thank you for providing the link to report a bugAs for your suggestion to visit yelp-support.com for e-mail support, I don't think that is fair to sayHave a look there yourselfNo where on that page is there an "E-Mail Us" link or anywhere to contact a person or report a problemI had to search for "report bug" in order to find the page you linked me to
Moreover, have a look at the logical page How do I contact Yelp? page: ***
Again, you see no where on that page on how to actually contact someone
Please correct these deficienciesThank you
Sincerely,*** ***

Hi Anke,Thank you for your response.While are sorry to hear you were not satisfied with your advertising campaign, we want to reiterate that results are not guaranteedYou were paying for Cost per Click ads and enhanced profile features, and those services were delivered.It also looks like you spoke with an account manager about the remaining balance on January 29, 2018, and that we were able to collect your final payment on that date.Regards,HelenYelp Inc

Complaint* ***I am rejecting this response because: I told them from the very beginning I do not want it to auto renew and that it should be canceled after months, because we don't operate in the winter. In those months they charged me more than any other company I've ever worked with ($per month!), and I only gained job which paid less than $300. This is the most unreasonable business I've ever done business with! Every other company I've ever asked to grant a refund for the months when they auto renewed a subscription that I didn't want, has given me a full refund for those months.Sincerely,Eric ***

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for *** *** ***.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 $It also looks like you signed up for the Call to Action, restrict competitor's ads, and slideshow features, which cost $per month.Once 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 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."It looks like you started your advertising program on March 19, and ended it on May 1, Below is a more detailed description of how the promotion was applied:March 19-31, 2016- You received ad clicks which cost a total of $176.53- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $29.43- $of your $credit was used and you paid $0April 2016- You received ad clicks which cost a total of $450- 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 March- You paid $for advertising services delivered in April 2016.May 1, 2016- You received ad clicks which cost a total of $0- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $2.03- You had remaining promotional credit for this month because it was used in March and April- You are responsible for $for advertising services delivered in May 2016.With regards to your comment, "their information is inaccurate in terms of views and clicks," according to our records, you received a total of ad clicks (in March and in April)You can view this information by logging in to your Business Account at *** and then clicking on the Yelp Ads tabIf you click on the Activity tab of your Business Account, it shows your business page had user views in March and in AprilThe Customer Leads tab is currently showing a total of actions (in March, in April, and in May)Customer 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 includes mobile calls, directions, user uploaded photos, clicks to your website, Call to Action clicks, and bookmarks. Finally, we wanted to let you know we've forwarded your feedback to the appropriate parties for their consideration.Regards,***Yelp Inc

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for *** *** *** ***e.According to our records, you redeemed a $promotional ad credit on November 20, To redeem the $credit towards Yelp ads,
you were required to sign up for our Cost Per Click (CPC) advertising campaign and put a credit card on fileYou set your Cost Per Click monthly budget at $Our records also indicate that your promotional ad credit expired on May 31, Once the promotion expired, advertising continued until you stopped your ads through your Yelp for Business Owners Account. Your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners AccountIf you only wanted to use your promotional ad credit, you would have needed to log in and end the program before the credit expiredDuring 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. Your promotional credit was applied to the ad clicks you received from November through May 2016, and your advertising program was terminated on December 20, 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 $the ad click you received in November Because you received that ad click after your promotional ad credit expired, the promotional ad credit cannot be not applied to this balanceOnce this amount is collected, you will not incur further chargesThanks for understanding.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 regarding your business page for *** LLC
You expressed concern with the recommendation softwareAs you may have read, we use
automated software to recommend reviews, with the goal of showcasing the ones that best reflect the opinions of the Yelp communityThe recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp
It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsYou wrote, "I want all my reviews to show not just the bad ones," but please 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
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 Carafano vMetrosplashcomInc., F3d (9th Cir2003); Zeran vAmerica Online, Inc., F.3d (4th Cir1997); Barrett vRosenthal, Cal4th (Cal2006)
For more information about recommended reviews, please visit our Support Center: http://www.yelp-support.com/Recommended_Reviews?l=en_US
Regards,
***
Yelp Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except this responseHere is whyWhy would you make a system that is flawed to only recommend the bad reviews and not my good ones that have been on your websites for a couple of yearsAs far as the lawsuit goI will be moving forward since you are not taking account that your software is losing business which in a court room will be considered lost of business due to your software systemIf you cant fix itI want to be permanently taken off of your website AND PUNITIVE DAMAGES OF AROUND $50,I see now that this is your number one complaint so obviously I am gathering up other business owners to get a class action lawsuit started whether its out of my pocket or notEither way I am moving forward on my end and your excuses of its your system well that needs to change since you are hurting small businesses out there
Final Business Response /* (4000, 9, 2015/07/14) */
Hi ***,
Thank you for your response
You stated that you don't accept our response, 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 informationFor 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
We do understand the recommendation software can be frustrating at times, and your feedback is appreciatedWhen it comes down to it, all review sites face the same challenge: how to identify fake reviews among the many millions of legitimate reviewsIt's no easy task, and there is always room for improvementWe hope to be able to continually improve on this issue
You also 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 Ericka,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for The Law Offices of Ericka Lee. Our records indicate you redeemed a $promotional ad credit on September 21, 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 Account. Your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners AccountIf you only wanted to use your $promotion, you would have needed to log in and end the program once that credit was usedDuring your ad setup there were Q&A's on the page explaining that you could stop your ads any time through the Yelp for Business Owners sitePlease note that we do not have the option in the self serve ad setup process for business owners to indicate that they only want to use the promotional ad credit.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 account. Below is a more detailed description of how the promotion was applied: September - 30, 2017- You received ad clicks and enhanced profile features which cost a total of $74.99- $of your $credit was used and you paid $0October 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 September ads- $of your remaining $credit was used and you paid $149.99November 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 used towards your September and October ads- You paid $for advertising services delivered in NovemberDecember 2017- You received ad clicks and enhanced profile features which cost a total of $375.00- You paid $for advertising services delivered in DecemberJanuary 2018- You received ad clicks and enhanced profile features which cost a total of $375.00- You paid $for advertising services delivered in JanuaryFebruary 2018- You received ad clicks and enhanced profile features which cost a total of $375.00- You paid $for advertising services delivered in FebruaryMarch - 8, 2018- You received ad clicks and enhanced profile features which cost a total of $123.79- You are responsible for $for advertising services delivered in MarchYou can view ad click and billing information was available in the Yelp Ads and Billing tabs of your Yelp for Business Owners Account. You ended your advertising program on March 8, As advertising services have been delivered in accordance with the Terms *** you agreed to, we will not be able to offer you a refund or waive the outstanding balance of $for advertising services delivered in MarchOnce this amount is collected, you will not incur further chargesThanks for understanding.Regards,HelenYelp Inc

Initial Business Response /* (1000, 7, 2015/07/14) */
Hi ***,
Thank you for writing with your concerns about your Yelp account
We are unable to locate your account with the information you providedCould you please respond to this message with the email address you used to create the
account and the case number found in the subject line of the email you received from ***, so that we can look into this?
We also wanted to clarify that while our Yelp Support team doesn't offer phone based support, they do provide email based support through our Support Center (http://www.yelp-support.com)We've tried to include detailed answers to the questions we most frequently receive in our Support Center, but there may be situations you encounter where you'll need to contact our Support team for assistanceFor these specific situations, there are articles in the Support Center that include submission forms to inquire about the issue
Finally, we want to address your comment, "I strongly suspect that they closed my account because I left a negative star review for one of their sponsors." We want to assure you that a business's decision whether or not to advertise on Yelp does not affect how the reviews or the reviewers 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
Regards,
***
Yelp Inc
Initial Consumer Rebuttal /* (3000, 9, 2015/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The email my account was under was ***@aol.com and the case number was XXXXXXXMy roommate had an account under his email ***@yahoo.com but I don't know what case number his wasI looked all through the FAQThere was nothing that was directing me to contact Yelp support in any wayEvery time I found information that I should go to a specific website to do so, it kept circling around and put me right back at the beginning of the FAQ
Final Business Response /* (4000, 11, 2015/08/04) */
Hi ***,
Thank you for writing in again with your concerns regarding your user account
Upon further inspection, we've decided to reinstate your user accountWe are currently in the process of doing so and will update you via email at ***@aol.com when the process is completeWe apologize for the inconvenience
If your roommate would like to get in touch with us regarding his account, please have him contact us at ***@yelp.com
Regards,
***
Yelp, Inc
Final Consumer Response /* (2000, 13, 2015/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company restored my account and I'm satisfiedThank you

Hi ***,Thank you for writing back.It appears *** *has removed their review from your business.It 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.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