Yelp.com

Hi ***Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for *** *** *** ***You indicated that "*** *** *** *** is under new management." Please note that we do not create new listings or remove reviews for
businesses that change ownership or management but continue to leverage the goodwill in the name used by prior ownership or managementFrom a consumer perspective, the businesses appear to be the same.Additionally, you expressed concern with the recommendation softwareAs you may have read, the goal of Yelp's recommendation software is to showcase more reliable contentThe recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsPlease also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a reviewHowever, the system is not static -- reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.To learn more about recommended reviews, please visit: http://www.yelp-support.com/Recommended_ReviewsYou also expressed concern with *** *'s reviewOur team has taken a second look at the review, but we reached the same conclusion as before and are unable to remove the reviewWe don't take sides in factual disputes; if a review appears to reflect the reviewer’s personal experiences and opinions, it is our policy to let the user stand behind his or her review.In some situations, business owners may want to message the reviewer privately, or post a public response explaining their own version of eventsYou can access these features using our free accounts for business owners (https://biz.yelp.com/), and you can find more information about how to respond to reviews here: http://www.yelp-support.com/Responding_to_Reviews.These decisions aren’t always easy, but please know we looked at this review closely before reaching our decision.Regards,***Yelp Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to express appreciation for Yelp's efforts to find a mutually acceptable solution to this matter.Sincerely, *** ***

Complaint: ***I am rejecting this response because: While we understand the automated system, we cannot understand the method in which you enforce your guidelines and terms of useThe complaint that we had issue with (*** *.) was taken down by you before, because it violated your guidelinesHowever, this same customer simply re-posted the review, and you have stated you cannot find the conflict based on the evidence in your system to remove this oneIn addition you have allowed a review from a customer (*** P** that not only uses foul language, but is not stating facts,but simply hurling insults, with absolutely no details of the service we providedThis is unacceptable to us, especially since we have legitimate customers who write real reviews that are not being seen
We anticipated that your response would include the justification based on your automated system, however, we would like to take these issues to arbitration to find a solution, as we are not satisfied with your response. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/06/17) */
Hi ***,
Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for *** ***
With regards to your comment, "the monthly outlines would list numerous phone calls
they said came to us from yelp, but we did not receive most of these callsThey would estimate how much we were making from yelp, but we can't link a single dollar to anything from yelp," it sounds like you may be referring to the Customer Leads and Revenue Estimate featuresThe Revenue Estimate is an estimate of the amount of gross revenue resulting from Yelp user activitiesEstimated revenue is calculated based on Customer Leads multiplied by Revenue per Customer LeadCustomer Leads include calls to your business, clicks to your website, and other indicators that Yelpers are engaging with your businessRevenue per Customer Lead is how much the average new consumer spends at your type of business, based on some data from a survey of business owners in your category by The Boston Consulting Group (https://www.bcgperspectives.com/Images/BCG_Unlocking_the_Digital_Marketing_Pote...⇄ to this survey, the average revenue per customer in the "Pest Control" category is $221, but you can change this number to match your business
With regards to your comment, "we are unaware of making anything from their assistance." While it is our hope that advertisers will find success via the Yelp advertising program, it is important to keep in mind that results are not guaranteedYou signed up for a packaged cost per click (CPC) program, which means you elected to pay every time a user clicks on your ad impression, and you were paying for additional features such as competitive ad removal, photo slideshow, featured video, and call tracking
Your advertising program has been terminated as of May 31, As you have chosen to end your program before the end of the 12-month term, an early termination fee of $was assessedAdditionally, as your advertising program was billed in arrears, the $you were charged on June 1, was for advertising services delivered in May
Regards,
***
Yelp Inc

Hi ***,Thanks for bringing this to our attention. We wanted to let you know we've removed the review by *** *because it falls outside our Content Guidelines.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 ***
You expressed concern with*** J's review of your businessAs you may recall from the
message you've received from the Yelp Support team, the review has been evaluated and left up, as it was not found to be in violation of our guidelinesYou claim that this is a "review from competitor"; however, Yelp does not take sides in factual disputes and based on what we see in the review, we can't confirm that the user has a conflict of interest with the businessIf a review appears to reflect the personal experience and opinions of the reviewer, it is our policy to allow the user to stand by his/her review
Regards,
***
Yelp Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The review has a personal attack on the owner and states informationThis is slanderousIf this is the case I want my business removed from YELP altogether
Final Business Response /* (4000, 9, 2015/07/14) */
Hi ***,
Thank you for your response
We've taken a second look at*** J's review and while we understand your concerns, we've reached a different conclusion than you about whether the review violates our termsThese decisions aren't always easy, but they are based on the policies we have developed and the millions of reviews we have evaluated for consistency across the site
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

Complaint: ***I am rejecting this response because:
I don't think Yelps practices are in any way to protect the business ownerHow do I know I haven't receive a call during that time if my phone was off and if any customer try to reach me they just got a voicemaili can wait for the day my contract is over so I can walk away from yelpYelp is the worst thing a business owner can sign up
Sincerely,*** ***

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for *** *** ***ywork.We first want to address your comment, "when I moved my my services from the location in which I started my page with Yelp, they would not update my
information, unless I paid to allow them to handle my advertising." We want to clarify that businesses do not need to become advertisers in order to submit updates to their business informationBusiness owners and users may submit updates, and our moderators evaluate those changes to ensure they meet our standardsFor information about how to update your business information, please visit: ***We've gone ahead and updated the address on your page to reflect what appears to be your current address: ***If that information is incorrect, and if the correct information is available on your website or another public-facing source, please reply to this message with a link so we can verify it and update the business page on Yelp.You also wrote, "I asked several clients to review me on Yelp." Please note asking for reviews is not something we encourageFor one thing, most businesses tend to ask their happiest customers to write reviews, not the unhappy onesThese self-selected reviews tell only part of the story, and we don’t think that’s fair to consumersWe would much rather hear from members of the Yelp community who are inspired to talk about their experiences without a business owner’s encouragementMore information can be found here: ***It's important to note that Yelp uses automated software with the goal of showcasing helpful and reliable reviews from the Yelp communityThe recommendation software looks at dozens of different signals, including various measures of quality, reliability and activity on YelpThis means that solicited reviews may not be recommended by our software, but sometimes a legitimate review may not be as wellWhat is recommended can change over time, and a review that is currently not recommended may be recommended on another day.To learn more about recommended reviews, please visit: ***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 law. Finally, we wanted to let you know that we've 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,***Yelp Inc

Complaint: ***I am rejecting this response because:
Yelp's reply is a completely unacceptable formal style of an "eff off" answer
It is comparatively and practically the same To answer to the German atrocities of World War II With the argument that Nazi Persons did not kill, that it was just the gun and the gas that killed.…
That is about comparatively how absurd Yelp’s reply is!
The review is derogatory and slanderous written by a person unknown to us, an individual we never contracted withThis review falls into the hate speech category as it's contents is not true and the events described have never occurred
It is clear to everyone that in this one post the attempt is to slander and hurtThe First Amendment of the United States Constitution defines freedom of speech as the government not exerting control on what one can say and not sayThis does not mean that individuals have the freedom to make claims in an attempt to damage life and reputation of othersJust like it is not freedom of speech to cry “fire” in a full movie theaterThose who did in the [fake] news media in the recent years had to either publicly apologize, correct or got even fired
Furthermore, under the law in the United States one is presumed innocent until proven guiltyThere is due process all have to abide byYelp's "brushoff" reply is basically the reversal of such since there is absolutely no proof or evidence provided to this hate speech post: no documentation, no signatures or signed contract, no other facts including any public record or providedJust a hate speech comment simply assumed to be right and true by Yelp
Since Yelp seems to be aiding and abetting this evident and obvious slanderous and derogatory comment by willingly and actively promoting and maintaining this post in question, Yelp is causing and promoting to continue to do undue harm to our evidently excellent reputation we haveThus Yelp is quite evidently in collusion aggregating and distributing information attempting to discredit and support actively to cause damage to usIt is the same as accusing one individual of guilt through the unfounded and unproven accusation by another individual and to “hang” without due process or trial
Would Yelp accepted if I would go around writing/publishing that Yelp employees have *** harassed me and that MrStoppelmann fondled me inappropriately *** *** ** *** ** at a party, yet all without any proof of any kind?
I'm 100% certain that Yelp, in such aforementioned fictitious account, would not sit on its "butt" and likely would file a lawsuit against us for defamation and slander and send a brigade of lawyers towards usTherein Yelp demonstrates its bias and self-righteousness
Lastly but not least, there's one simple evidence and proof out on the Internet that supports my arguments about Yelp's conductGoogle: "Yelp lawsuit defamation"The results speak for themselves!
Sincerely,Robert ***

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for *** *** *** ***.You expressed concern that the information on the business page you submitted was erroneously changedWe have systems in place to keep our
data accurate and timely, but from time to time, errors and delays can occurWe've corrected your business page (***) and again apologize for any inconvenience.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 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 *** *** *** 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 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:***Finally, we've gone ahead and informed our Sales team that you no longer wish to receive any communication from themIf for any reason you continue to hear from them, please let us know at***Regards,***Yelp Inc

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for ** *** *** ** *** *** *** ***You expressed concern with the recommendation softwareAs you may have read, the goal of Yelp's recommendation software is to
showcase more reliable contentThe recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsYou wrote, "We would like all reviews of our company posted," but please understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a reviewWe only look at Recommended Reviews in calculating a business's overall star rating, but please note that the recommendation 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: Yelp has repeatedly ignored my demand to remove or suspend the abusive yelper's account, specifically my brother, *** *., who has been posting patently untrue "reviews" about my business since Yelp allows this unstable person to continue smearing my business with impunityYelp does not even have the courtesy to respond to my request here on Revdex.com to suspend this abusive yelper's account immediately, which proves that Yelp has no concern at all about the veracity of their yelper's reviews
Sincerely,*** ***

Complaint: ***I am rejecting this response because: I didn't agree to anything, If I signed an agreement I would like a copy and then I will be happy to pay, if not I believe I am due a refund Sincerely,*** ***

Hi ***Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for *** *** *** * ***.You expressed concern with the reviews by *** *and *** *These reviews have been evaluated by the Yelp Support team and left up, as they
were not found to be in violation of our guidelinesYou claim that these reviews are "false"; however, Yelp does not take sides in factual disputesRather, if a review appears to reflect the personal experience and opinions of the reviewer, it is our policy to allow the user to stand by his or her review.You also expressed concern with *** *.'s reviewTo clarify, *** *.'s original review was removed because it violated our Content GuidelinesHowever, *** *.'s January 3, review does not appear to violate our Content Guidelines so we're leaving it up.Regards,***Yelp Inc

Complaint: ***
I am rejecting this response because:
I requested the service to be terminated April 18th and have attached emailed sent to verify
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: Yelp is responsible for the way their software impacts businesses because you, Yelp, created the softwareSince the reviews "paint" businesses in a bad light, you, Yelp, are responsible; no matter if the good reviews show up later or notYou, Yelp, are controlling the way the public sees a business because of the software you have put together and the fact that you create a listing for a business and they have no control over the listingSince you are responsible for the listing and the way the reviews that show up, in this case all of the negative reviews are visible, and anything good about the business is hidden, you, Yelp negatively affect the businesses finances since the public will take read the reviews that your software makes very visible and will not see the good reviews that your software hidesYelp will therefore be held responsible for the financial impact of their flawed softwareThat is the bottom lineI have asked you to make changes that are absolutely logical and ethical and ,you, Yelp, continue to give excuses and state that you have no control over the way the reviews show up - I do not believe thatRegardless, you, Yelp, created the software, and thus are ultimately responsible
This business is going to move on to the next step in holding Yelp accountable for its "flawed software" which cannot be disputed even if you, Yelp, claim you cannot control the appearance of reviewsThe software is yours and that is the bottom lineSince the software is yours, what shows up very visibly about a business in a listing you put together is your responsibility, and ultimately, the decrease in sales because of the software, since it is yours, is your responsibilityThis is a factThis will be brought forward in the quest to hold you, Yelp, accountableLook out for the next steps pleaseThis business has been left with no other optionYour practices can no longer be ignored.
Sincerely,Kemi A

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for *** *** * ***.You expressed concern with the recommendation softwareAs you may have read, the goal of Yelp's recommendation software is to showcase more
reliable contentThe recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviewsPlease also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a reviewHowever, the system is not static -- reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.To learn more about recommended reviews, please visit: ***We also want to be clear that a business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are treatedBusinesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertiseWe understand there are some misconceptions about this, so we invite you to visit *** and *** to learn more.We are sorry to hear you were not satisfied with your advertising campaignWhile 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 are electing to pay every time a user clicks on your ad impressionYou are also paying for an enhanced profile (which includes features such as competitor ad removal and a photo slideshow), a featured video, and call tracking.We also want to address your comment, "no one responds because these clips I pay for are all the way in San Francisco hours in heavy traffic away from my business." 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 what and where they are searching forIt's important to keep in mind that the location listed on a user's profile isn't necessarily the location where they want to find a businessIt looks like you expressed concern with your ad radius when you spoke with an account manager, ***, on July 22, As you may recall, *** was able to get your ad radius decreased to miles, which he informed you of on July 26,
You also expressed concern with the Revenue Estimate featureYou wrote, "they do have computers that claim that I have gotten $48,worth of business from Yelp that is a huge joke." The Revenue Estimate is an estimate of the amount of gross revenue resulting from Yelp user activities, based on Customer Leads, the average customer spend, visits per customer, and lead conversion rateCustomer Leads include phone calls, website clicks, map views and directions, and other indicators that potential customers are engaging with your business on YelpWe've provided a range of typical values from other businesses in your category for the average customer spend, visits per customer, and lead conversion rate fields to get you started, but these fields are customizable so you can change the information to reflect your businessThat said, it's important to keep in mind that this is an estimate
Finally, we wanted to let you know that we've forwarded your message to the appropriate parties for their considerationAs advertising services are being delivered in accordance with your contract, we will not be able to offer you a refundIf you wish to cancel your advertising program, please note that we require days written notice to your account management contactThanks for understanding.Regards,***Yelp Inc

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding the advertising program for *** *** *** ***.You wrote, "I authorized a one time debit for a friend on his advertisement with YELPPrior to giving my account information I made it clear
that this was a one time debit." To clarify, when a business signs up for Yelp ads, the business provides a credit card to put on fileOur advertising programs are typically billed monthly in arrears, and by signing the advertising agreement, the business authorizes Yelp to use the payment information provided for recurring charges. As you may recall from the conversations you've had with our account management and finance teams, we would be happy to refund your card if either you or *** provide us with a new card to charge insteadYelp has made repeated attempts to obtain another credit card for this account, but we have been unable to secure a new credit card from either of youTherefore, at this time we are unable to offer you a refundThanks for understanding.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 *** *** *** ** *** ***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 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