Yelp.com

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for *** *** *** ***.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 an enhanced profile, which included features such as competitor ad removal and a photo slideshow.You signed up for an advertising program with $monthly fixed costs plus a $monthly ad click budget, for a monthly maximum of $The monthly fixed costs were for your enhanced profileYour advertising program was a cost per click (CPC) program and your monthly ad click budget set at $275, which means you were only charged when someone clicked on your ad and you agreed to pay up to $a month for those ad clicksIf you did not reach your monthly budget cap, you would 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 to.When a user is searching on Yelp for a business in a certain area, we do our best to provide that user with a Yelp Ad applicable to their searchYelp Ads appear above the natural search results, as well as on your competitors' business pagesThe Yelp Ad is differentiated from the natural search results by a yellow border, and has the notation "Ad" in next to the business name.Advertising services were delivered in accordance with the advertising agreement you signed, and it looks like there is currently an outstanding balance of $for advertising services delivered from July - August 27, Thanks for understanding.Regards,***Yelp Inc

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns. We were unable to locate your business page based on the information you providedCould you please provide us with a link to your Yelp listing, so that we can look into this further?Thank
you.Regards,***Yelp Inc

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for *** *** * ***With regards to your comment, "we are listed on their site against our will," please note that 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 record Therefore, we plan on leaving the listing unchanged for the benefit of consumers.We also want to address your comment, "they will 'intentionally' post the most unflattering pictures to provoke the business to purchase this service." To clarify, the order in which photos appear on a business page is determined by different factors, such as votes from the community and how recently the photo was takenYou're welcome to add additional photos to your business page, but we don't offer the ability to re-order photos with a free business accountHowever, as you noted, we do offer advertising packages that enable you to set the order of your photos in a slideshow.Additionally, if you come across content that you feel may violate Yelp's Content Guidelines ***), please let our moderators know by reporting itYou 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.For reporting photos and videos, please visit: ***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 received
Regards,
***
Yelp Inc

Hi ***,Thank you for writing back.If you do not wish to provide us with the name of the business via the Revdex.com, we encourage you log in to your Yelp account to report the review in question, so that our moderators can take a look at itYou can learn more about how to report content here: ***If you do not yet have a Yelp account, you can create one here:***Regards,***Yelp Inc

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for *** *** ***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 an enhanced profile.Our records indicate 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 enhance profile, which included features such as competitor ad removal and a photo slideshowYour advertising package included a cost per click (CPC) program and your monthly ad click budget was $475, which means you were charged when someone clicked on your ad and you agreed to pay up to $a month for those ad clicksIf you did not reach your monthly budget cap, you would 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 to.We also want to address your comment, "They told me from the first day I singed in that I will be charged $after daysTwo days later I got a bi for over $500.00." Your advertising program began on October 26, and was billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous monthThe bill you saw on November 1, should have been prorated for the services you received from October - 31, 2016, and you were erroneously charged the full monthly amount of $We apologize that for this billing error, and it looks like you brought this to our attention on November 21, It appears our account management team had planned to give you a bonus budget for your advertising program due to this error, but after further discussion with you, our account management team decided to refund you $instead, as you received $worth of advertising services from from October - 31, Our records indicate that this refund of $on was processed on December 8, 2016.Please note that as indicated in the advertising agreement you signed, we require days written notice to your account management contact if you wish to terminate your advertising programIt looks like you provided a cancellation request on December 2, 2016, so your advertising program was terminated on January 1, You will not incur further charges.We've forwarded your concerns to the appropriate parties, and a manager, ***, reached out to you by voicemail and email on January Please reach out to *** directly to further discuss your concerns.Regards,***Yelp Inc

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for *** *** ***.We first want to make sure you know that a business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are
treatedBusinesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertiseWe understand there are some misconceptions about this, so we invite you to visit *** and *** to learn more.You expressed concern with a negative reviewIt looks like you are referring to the review by *** *** *., as you've recently reported this reviewWe have taken a second look at this review but, after careful consideration, we reached the same conclusion as before and are unable to remove the reviewIf a review appears to reflect the reviewer’s personal experiences and opinions, it is our policy to let the user stand behind his or her review.We also want to address your comment, "We followed the proper protocol with Yelp to attempt to have it removedThey refused, even though the review did not meet their "recommendation" standards as posted on their website." To clarify, 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 reviewThat said, please note the Yelp Support team's evaluation of reviews against our Content Guidelines is separate from actions taken by Yelp's automated recommendation softwareThe recommendation software is automated, so 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.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 YelpIt's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviews.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 ***.We first want to address your comment, "A new account manager [...] told me that I would be charged a $penalty unless I re-signed another year contract."
According to our records, it appears you signed a 12-month advertising agreement on November 26, with a service start date of December 1, While we do allow businesses to change to another advertising program, generally speaking, this requires signing a new contract for the remaining months of your advertising termIt appears you signed a new 5-month advertising agreement on June 29, 2015, with a service start date of July 1, It also appears that the early termination fee of $3,that was charged on June 25, was refunded because you had decided to continue advertising.With regards to your comment, "they had charged me the higher advertising rate even after I had resigned for the lower rate," please note that your advertising program was billed in arrears, so the $1,you were charged on July 1, was for advertising services delivered in June 2015.Per the terms of your advertising agreement, once you've completed your initial term, your advertising continues to renew automatically on a monthly basis until we receive a cancellation request from youWe require days written notice to your account management contact if you wish to terminate your advertising programAs you it appears provided your cancellation request on January 21, 2016, your advertising program was cancelled on February 20, 2016. That being said, we've forwarded your message to our account management team, and they have let us know that the remaining balance of $1,for advertising services delivered from December 1, to February 20, will be written off.Regards,***Yelp Inc

Complaint: ***I am rejecting this response because: ads were NOT delivered in accordance with our agreement, as we specifically requested to Ms*** *** that ADS / IMPRESSIONS not be accumulated at the very end of each month, causing (in case real calls would have been made) an overflow of our phone lines and our inability to attend to such calls, given our small staffEven though results are not guaranteed and we understand this, it seemed to us as the impressions (which are controlled by Yelp, not end users) always increased at the end of month, often on weekendsWe have screenshots and proof of this.Sincerely,*** ***

Hi ***,Thank you for your response.You wrote that you "cancelled before September." However, we were unable to locate a written cancellation request from you in AugustIf you had submitted a written cancellation request, could you please forward us the email (including headers) to ***, so that we can look into this further? Please be sure to indicate that it is in regards to Revdex.com case #***.Additionally, please note that per the terms of the advertising agreement you signed, we require days written notice to your account management contact if you wish to terminate your advertising program, and early termination is typically subject to a feeFor example, if you had submitted a written cancellation request to the account management team on September 7, then your advertising program would have been terminated on October We also want to reiterate that the early termination fee of $was waived, and you were not charged for the advertising services you received in October.You also wrote, "I had informed him yelp stated people had called my business in which I had no record on my end of it occurring." It sounds like you are referring to the information in the Activity Feed, which shows recent activity by Yelp users on your Yelp business listing, such as phone calls, website clicks, and directionsPlease note that clicks to call may not always result in completed calls since the user may decide to cancel the action.Regards,***Yelp Inc

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 $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:May 31, 2016- You received ad click which cost a total of $0.78- $of your $credit was used and you paid $0June 2016- You received ad clicks which cost a total of $90- You had $remaining promotional credit for this month because it was partially used in May- The costs did not exceed your selected $monthly budget- $of your remaining $credit was used and you paid $0July 2016- You received ad clicks which cost a total of $90- You had $remaining promotional credit for this month because it was partially used in May and June- The costs did not exceed your selected $monthly budget- You are responsible for $for advertising services delivered in July.August 1, 2016- You received ad clicks which cost a total of $0- You had remaining promotional credit for this month because it was used in May, June, and July- You are responsible for $for advertising services delivered in AugustYou can view a breakdown of how many ad clicks you received by logging in to your Yelp for Business Owners Account at *** and then clicking on the Yelp Ads tab.You ended your advertising program on August 1, 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 July Once this amount is collected, you will not incur further chargesThanks for understanding.Regards,***Yelp Inc

Complaint: ***I am rejecting this response because: This system that they use creates a narrative that my business isnt a good one by the placement of the reviews! Even though we have a of stars most of the reviews displayed are negative this happend after we turned down the offer to advertise! Also not even mentioned in the reply was why the reviews in which where really elaborate and not violating any policy where placed in the "not recommended" section I included a screenshot of the specific reviews whom of which where placed there suddenly around the same time! How can great reviews that provided in depth analysis of our place are placed in that section! I will not settle for this result and if this isnt fixed I will take to social media with other businesses who have the same issue and put out this info that Yelp is doing this to small businesses! This is inexcusable! Sincerely,*** ***

Hi Chad,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for Chad Bartlett Photography.We appreciate your feedback, and have forwarded your message to the appropriate partiesAs you may recall, Lauren reached out to you today,
February 16, to let you know that we are refunding you $and are waiving the remaining $balance.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.Regards,HelenYelp Inc

We are unhappy with the responseWe feel as a review based company they should insure that the reviews posted are accurateYelp is currently posting information about my company

Hi ***Thank you for writing again. We want to reiterate that because our recommendation software is automated, the Yelp Support team cannot manually override the software to recommend or not recommend a review. We also want to be clear that 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’tAdditionally, as noted on the first page of the advertising agreement you signed, "Please note that businesses cannot pay to remove, reorder, or otherwise impact reviewsIf you decide not to enroll in a Yelp Ad Program, that won’t affect your reviews, either." If you have questions or concerns about your advertising program, please contact your Account Management team at the email address or phone number on the Billing page of your Business Account ***Regards,***Yelp Inc

Complaint: ***I am rejecting this response because:
I do not have record of receiving this email you claim was sent. Not only that, having to oto billing notices is predatory in nature. There was no way for me, or other people to know they needed to oto receive invoices. It's standard practice from every major company or small business to send an invoice or billing statement when payment is due.
Sincerely,Kyle***

Hi Bryan,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for Parish Pools. We appreciate your feedback, and have forwarded your message to the appropriate partiesAs you may recall from the voicemail you received from
Kaitlin today, February 15, 2018, we are refunding you the $you were charged. Regards,HelenYelp Inc

Hi ***,Thank you for writingWe are glad to have this opportunity to ad**ess your concerns regarding your advertising program for *** ***, ***.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 patients, it is important to keep in mind that results are not guaranteedWhen advertising with a Cost Per Click program, Yelp delivered ad impressions for your business and you were electing to pay every time a user clicked on your ad impressionYou were also paying for an enhanced profile, which included features such as competitor ad removal and a photo slideshow.It looks like you signed a 12-month advertising agreement on March 11, 2016, and that your advertising program was terminated on May 15, While early termination is typically subject to a fee, as you may recall from your conversation with *** on April 22, 2016, the early termination fee of $was waived.You also wrote, "I want the amount of $to be deleted from my account for services not rendered." However, advertising services, including an enhanced profile and ad impressions which resulted in ad clicks, were delivered in accordance with the advertising agreement you signedWe have forwarded your message to the appropriate parties for their consideration, but at this time it appears you are responsible for an outstanding balance of $for advertising services delivered from April - May 15, Thanks for understanding.Regards,***Yelp Inc

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns.It looks like you've since been able to unsubscribe from our emails, and it appears the last email we sent you was on January 4, the same day you filed this complaint.For future reference, to update your
email preferences, log in to your Yelp account at ***, click on your user photo in the upper right corner and select Account Settings in the drop down menuFrom there, click on the "Email / Notifications" link and you'll be taken to a page where you can manage your email settingsClick the Save Notification Settings button in the bottom right corner when you are done updating your preferences.Regards,
***Yelp Inc

Hi Dr***Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for Michael ** *** ***You expressed concern with a reviewIt looks like you are referring to the review by Amy*** as you previously reported this reviewWe have taken
another look at this review and want to clarify our policies as they pertain to cases like this.The only people who can speak authoritatively to a situation are the people who were there when it happened, so our moderators aren't in a position to take sides when factual accounts differAs long as a review appears to reflect the reviewer's personal experiences and opinions, we'll generally allow them to stand behind their review.With that in mind, we’ve taken another look and we stand by our original decision to leave the review up, as we did not find it to be in violation of our guidelines.You may want to consider reaching out to the reviewer or publicly commenting on the review, which you can do with your free business accountWhile it is ultimately up to the reviewer to decide if they wish to engage further, responding to your reviews can show both the reviewer and visitors to your Yelp page that you care about your businessYou can learn more about directly messaging your reviewers or publicly commenting on your reviews at ***For additional guidance on using your business account, visit ***You also expressed concern with Yelp's recommendation softwarePlease note that the Yelp Support team's evaluation of reviews against our Content Guidelines is separate from actions taken by Yelp’s automated recommendation softwareOur recommendation software recommends both positive and negative reviews in an effort to show the most helpful and reliable reviews to our usersThat said, Yelpers write more positive reviews than negative reviews, so it isn’t necessarily surprising that Yelp’s recommendation software might impact more positive reviews.Because our recommendation software is automated, the Yelp Support team cannot manually override the software to recommend or not recommend a reviewOur recommendation software is automated precisely so that it can apply the same objective standards to every business and every review without being overridden by someone's personal preferences.That said, our recommendation software runs on a daily basis, so reviews that aren't currently recommended may be recommended in the future, and vice versa.We hope you’ll take the time to watch our video about the Recommendation Software:*** *** *** *** *** *** *** *** *** ***You also expressed concern that you were unable to post something about an award you received, but it looks like you've since been able to post an image of this award.For future reference, while our Yelp Support team doesn't offer phone based support, we encourage you to visit our Support Center at*** if you have further questions or concernsWe’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.Regards,HelenYelp 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, Chad***