Yelp.com

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business pages on Yelp.You expressed concern that there were multiple pages for your businessWe've gone ahead and updated your pages so that you have a page for your shared office, a page
for you individually, and a page for your colleague, ***.*** *** ***Generally speaking, we try to maintain separate pages for individual service providers whose work tends to be evaluated separately from their shared practice group, for example, separate pages for each doctor in a practiceAt the same time, we try to maintain a page for the practice group itselfSome users find their experience with the individual inextricable from the group, and will post their review to the latter.That being said, if you would prefer to have the individual practitioner pages for you and *** to be merged into the main office page, we can do so, but we will need written confirmation from both you and ***If you would like to proceed with having your individual practitioner pages merged into the office page, please email *** and be sure to reference Revdex.com Case #***.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,*** ***

Initial Business Response /* (1000, 5, 2015/07/10) */
Hi ***,
Thank you for writingWe are glad to have this opportunity to address your concerns
You wrote, "I wrote in and gave them a bad rating the computer calculated it Others wrote inThey had 1/stars so all of a sudden they are
stars againThis means they do not calculate with software they change the parameters to fit the customer." 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.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more
We use automated software developed by our engineers to recommend reviews from the Yelp community, with the goal of showcasing more reliable contentThe recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp
It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsPlease also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a reviewHowever, the system is not static reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors
To learn more about recommended reviews, please visit: http://www.yelp-support.com/Recommended_Reviews?l=en_US
Regards,
***
Yelp Inc

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

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: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,
*** ***

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

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

Hi *** ***Thank you for your response.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 advertiseWe understand there are some misconceptions about this, so we invite you to visit h*** *** *** to learn more.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.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 (***)You wrote, "the reviews are inaccurate," but please note that Yelp does not take sides in factual disputesIn general, if a review appears to reflect the personal experience and opinions of the reviewer, it is our policy to allow the user to stand by his or her reviewThat said, if you come across reviews that you feel may violate Yelp's Content Guidelines, please let our moderators know by reporting the content so that they can take a lookFor more information about reporting content please visit: ***Regards,***Yelp Inc

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

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!!!!

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 ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for Detailed Engagements.You expressed concern with *** *.'s current review of your businessWe previously removed reviews by *** *because they fell outside our guidelines
We’ve taken a careful look at *** *.'s new review, however, we don’t think it violates our terms, so we’ve elected to leave the review upFor more information on our Content Guidelines, please visit ***.Additionally, 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 *** and *** 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: ***Regards,***Yelp Inc

Complaint: ***I am rejecting this response because:
My records Do not match with your records as I had signed up for promotion on 8/31/for the $promotion
Your Sales Rep was in contact with the business on 8/9/16, 8/16/16, 8/25/and 9/7/
Your Promotion email was sent to my business on 8/29/and /8/30/
8/31/Welcome Email was sent for the purchase of Ad Campaign, Call To Action, and Slideshow & Restrict Competitor's Ads with no indication that each or any one of those services are extra
9/1/Email from *** with September billing statement for the total amount due of $which you indicate $- see attached screenshot
10/10/An email was sent to*** by me stating that I had turned off already any promotion to not exceed the amount - see attached screenshot Sincerely,Cris ***

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

Complaint: ***I am rejecting this response because: Your response does not take care of the issueYour are telling me that the software that you use and probably developed gives you no control over itThis is like taking my car into a dealership and them telling me that they are able to read the diagnostics on one care but not another even though they are the same year make and model as all of the other cars you are able to service
If you are not able to post all comments then I am asking you to remove all of the commentsIf you are not able to do that I am asking for a public apology stating that you have a system that can not be trusted
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

Hi ***Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for *** *** *** ***.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.You also expressed concern with three reviewsIt looks like you are referring to the reviews by *** *** *** *** *** *** *., as you've previously reported these reviewsWe have taken a second look at these reviews but, after careful consideration, we reached the same conclusion as before and are unable to remove the reviewsIf a review appears to reflect the reviewer’s personal experiences and opinions, it is our policy to let the user stand behind his or her review.We also want to address your allegation that "they manipulate sites and reviews to give clients to companies that pay them." 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 *** *** *** ** *** ***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: ***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

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