Yelp.com

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 *** *** * ***.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 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 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.You wrote, "She explained that the campaign would be months and a maximum of $350." However, according to our records, it appears that your sales representative did indicate that the costs would be monthlyAdditionally, the monthly pricing was outlined in the advertising agreement you signedYou 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 monthly cost per click budget cap was set at $275, which means you were only charged when someone clicked on your ad and you agreed to pay up to $a month for those ad clicksIf you did not reach your monthly budget cap, you would only be charged for the ad clicks you receivedHowever, if you did reach your monthly budget cap, we no longer delivered ads for your business for the remainder of the month so that you wouldn't have to pay more than you agreed to.It looks like your advertising program is currently set to cancel at the end of your three month term on September 6, 2016.We also forwarded your message to the appropriate parties, and it looks like a manager, Austin, reached out to you by voicemail and emailPlease feel free to reach out to Austin directly if you have further questions or concerns.Regards,***Yelp Inc

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

Hi Jeffrey and Kristin,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for Moo Duk Kwan *** Taekwondo.You claim that you were not aware that someone named Lisa signed your business up for an advertising program
through YelpHowever, our records indicate that when our sales representative was in touch with Lisa prior to her signing up for an advertising program, she had indicated that she was in touch with the business owner of Moo Duk Kwan*** TaekwondoBy signing the advertising agreement, Lisa was agreeing that she was acting behalf of and as an authorized representative of the business.Additionally, our records indicate that Yelp representatives were in touch with the owner of Moo Duk Kwan *** TaekwondoIt looks like a Yelp sales representative, Scott, left a voicemail for Jeff on 7/11, because we were having trouble getting in touch with LisaIt also appears that Jeff called our account management team on July 14, and that he explained he couldn't get in touch with Lisa, but that he would text Lisa and have her call YelpIt also looks like Jeff called and spoke with a member of our billing team on November 27, 2017, and that Jeff had indicated that it was a former employee of the business that had signed upHowever, the advertising program was started on behalf of the business. As advertising services were delivered in accordance with the advertising agreement that was signed on behalf of Moo Duk Kwan *** Taekwondo, we will not be able to waive the outstanding balance for the advertising services you received from May 31, to August 30, Thanks for understanding. Regards,HelenYelp 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 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 *** *** *** to learn more.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: ***Additionally, please note that actions taken by our automated recommendation software are separate from the Yelp Support team's evaluation of reviews against our Content GuidelinesFor future reference, 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.To learn more, 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.You expressed concern with a negative reviewIt looks like you are referring to the review by *** *** as you previously reported this reviewWe have taken another 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.Regards,***Yelp Inc

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for ***.We wanted to let you know we've removed this Tip by *** *because it falls outside our Content Guidelines. For future reference, 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.To learn more, 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

Initial Business Response /* (1000, 5, 2015/08/11) */
Hi ***,
Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for ***
You expressed concern with *** L's review of your businessThe review has been
evaluated by the Yelp Support team and left up, as it was not found to be in violation of our guidelinesYou claim that the review is fake; however, Yelp does not take sides in factual disputesRather, if a review appears to reflect the personal experience and opinions of the reviewer, it is our policy to allow the user to stand by his/her review
We encourage you to contact the reviewer directly using the private messaging function on our site in order to constructively address your concernsWe do not recommend that you engage in anything other than a well-meaning dialog with the reviewer in order to sort out any misunderstandings
Regards,
***
Yelp, Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response
We think Yelp.com has misunderstood our point of claim
We do accept all of opinions from customers regardless of ratingHowever, Yelp.com should verify the personal information
The reviewer named *** L was never been visited our facility
Does Yelp.com allows to leave a review with anonymous personal information?
Final Business Response /* (4000, 9, 2015/08/21) */
Hi ***,
Thank you for writing back
With regards to your comment, "The reviewer named *** L was never been visited our facility," as previously noted, Yelp does not take sides in factual disputesIf a review appears to reflect the personal experience and opinions of the reviewer, it is our policy to allow the user to stand by his/her review
You also asked, "Does Yelp.com allows to leave a review with anonymous personal information?" We encourage Yelp members to use their real names, but it isn't a requirement
Regards,
***
Yelp Inc
Final Consumer Response /* (2000, 11, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***I am rejecting this response because:
This could not have been handled more unprofessionally and I am very dissatisfied with YelpI work with hundreds of businesses every day and will be sure to let them know exactly how Yelp operatesI will pay the invoice because it is the right thing to doFunds are not an issue, so I do not need a payment arrangementI will also go forward with removing all of my businesses info from Yelp and let everyone know what a dishonest company Yelp really is.
Sincerely,Glenna ***

Hi Kelsey,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for Sublime Marketing Lab. You expressed concern that there was incorrect information on your business pageWe have systems in place to keep our data accurate and timely
but from time to time, errors can occurWe've corrected the address on your business page and apologize for any inconvenience.Additionally, as you may recall from the message you recently received from the Yelp Support team, we have removed Sublime Marketing Lab from Yelp Search because it does not appear to meet our listing guidelines. Yelp is primarily intended for the review of local consumer oriented businessesGenerally if a business has a primarily online-oriented service, it will not appear in our directory and will not be eligible for a Business AccountPlease visit our Support Center for more information: *** *** With regards to your comment, "Then they began running ads on our account when no one authorized them to do so," our records indicate you redeemed a $promotional ad credit on November 3, 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 $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 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 site.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 $300, until cancelled. You ended your advertising program on February 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 at this timeThat said, we have forwarded your message to the appropriate parties for their considerationThanks for understanding.Regards,HelenYelp Inc

Complaint: ***I am rejecting this response because: It is absolutely ridiculous and defies just plain common sense. If Yelp is so naïve to think that people without being asked will go to your site and write a review, especially senior citizens, all I can say is dream on. I am confident to say that not one of the Hearing Aid practices that have reviews that are on your site were given the reviews spontaneously. And for sure not by their elderly patients as they were looking through Yelp. Again my Practice along with my competitors work with senior citizens who are on average in their late 60's on up. For the most part this group of people have no idea or interest in Yelp is or for that matter Social Internet Media in general, i.e.,*** *** *** ***. As for each of my 3 patients posts not one of these people had heard of Yelp. I consider your entire review program as being manipulated internally, advertiser slanted and also discriminatory against the free speech of senior citizens, which I am one close to years old. Eventually a law suit will stick against Yelp and the truth will come out. Regards,*** ** *** *** President/CEO *** *** ***

Initial Business Response /* (1000, 5, 2015/09/03) */
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 are 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, we of course cannot guarantee a certain level of resultsWhen advertising with a packaged cost-per-click program, you are electing to pay every time a user clicks on your ad impressionYou are also paying for additional features such as competitor ad removal and a photo slideshow
You also expressed concern with the Revenue Estimate featureThe 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 "Professional Services" category is $286, but you can change this number to match your business
You also expressed concern with our cancellation policy and the early termination feeAs noted in your contract, you must provide days written notice to your account manager if you wish to terminate your advertising programOur records indicate that you provided a written cancellation request on August 12, 2015, so your advertising program is set to terminate as of September 11, Additionally, per the terms of your contract, early termination is subject to a fee of $As advertising services are being delivered in accordance with your contract, we will not be able to offer you a refundThanks for understanding
Regards,
***
Yelp Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello ***,
Thank you for responseUnfortunately I can't accept this because it looks like your company approach customers to sign a contract by promising revenue and sales, but not including it in the contractAfter your well paid services give nothing at all to customers, they decide to stop working with youBut, there is an early termination fee + days of paid servicesThis is the way your company earn money
My concern is that managers promised me at least 4-sales a weekBut they doesn't include this in contract
I am asking you not to charge a $cancelation fee because of this promisesI can pay for services, but not for the cancellation fee
Final Business Response /* (4000, 9, 2015/09/21) */
Hi ***,
Thank you for writing back
Yelp delivered ads in accordance with your contract, with the goal being to get your listing in front of as many potential customers as possibleThat said, we want to reiterate that Yelp does not make guarantees as to the results of advertisingAs noted in Section VI of your contract (Yelp's Disclaimer of Warranties), "Yelp specifically disclaims all warranties and guarantees regarding (I) the performance, quality and results of the ad programs."
You have again expressed concern with the cancellation policy, but as stated in your contract, we require days written notice to your account manager if you wish to terminate your advertising program
Finally, you have requested that the early termination fee be waived, but per the terms of the advertising agreement you signed, early termination is subject to a fee of $As Yelp delivered advertising services in accordance with your contract, we will not be able to waive this feeThanks for understanding
Regards,
***
Yelp Inc

Complaint: ***I am rejecting this response because: if you look at the star review from ***She has Friend and we NEVER did business with her. It is clearly a bogus review. Also the first to review star was taken down after I refused to advertise with themYou can still see it up on MapQuest and I do have a screen shot of it,if anyone really cares to see itSomeone from Yelp called me and was clearly angry when I said I could NOT afford to advertise with them and they told me I could not afford NOT TO! Then my star review was taken downI really didn't expect Yelp to care. After reading the hundreds of complaints it is clear they don't care! But at least my complaint is on file! Perhaps someday someone will hold them accountable for their actions! Sincerely,*** ***

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for *** ***.We appreciate you bringing this to our attention, and have forwarded your note along to the appropriate partiesWe've also 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

Initial Business Response /* (1000, 5, 2015/08/14) */
Hi ***,
Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for ***
You expressed concern with *** reviewAs you may recall from the message you received
from the Yelp Support team, the review has been evaluated and left up, as it was not found to be in violation of our guidelinesYou wrote, "We believe a disgruntled ex-employee has been slandering our business with claims." 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
We noticed that you've already used your free business account to post a public comment on this reviewMany reviewers respond favorably to business owners willing to engage in constructive conversation, and at the very least, other Yelp users appreciate seeing business owners take a proactive approach to dealing with customer concerns
Regards,
***
Yelp Inc

Complaint: ***I am rejecting this response because: That signature does not look like my secretary's signature, it was for a month run, with it ending after the that, any month to month was never mentioned, we never received that form that you submitted, and we have not been at that location for over years 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 two reviewsIt looks like you are referring to the reviews by *** *and *** *We’ve looked at these reviews, and have
elected to leave them upIf a review appears to reflect a user's personal experience and opinions, it is our policy to let the user stand behind his or her review.We noticed that you've already used your free business account to post a public comments on these reviewsMany reviewers respond favorably to business owners willing to engage in constructive conversation, and at the very least, other Yelp users appreciate seeing business owners take a proactive approach to dealing with customer concerns.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.Additionally, please note that we only look at Recommended Reviews when determining the "First to Review" notation.To learn more about recommended reviews, please visit: ***Finally, you also asked for your listing to be removed from Yelp; however, we 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.Regards,***Yelp Inc

Hi Mark,Thank you for your feedback.You wrote "it was never our intent to complete participation in the PCP." However, in order to redeem the promotional ad credit, you were required to put payment information on file and sign up for a Cost Per Click (CPC) advertising campaignWe also want to reiterate that you only wanted to use your $promotion, you would have needed to log in and end the program once that credit was used. With regards to your comment, "It also fails to acknowledge our attempt in August to cancel the PCP." Our records indicate your advertising program was terminated on August 8, Because your advertising program was billed in arrears, you saw a charge on September 1, for the ads you received from August - 8, 2017.You also wrote, "it disregards the advantage YELP takes by taking over days before business owners will even see the charges appear on their credit card statement, an additional weeks in our case, plenty of time to rack up more charges." As indicated in our previous response, business owners have the option to opt in to receiving billing confirmation emails in the Account Settings section of their accountBusiness owners can also log in to their Yelp for Business Owners Account at any time to see billing statements and to track their ad clicks and ad spend. Regards,HelenYelp Inc

Hi Brian,Thank you for writing back.We stand behind our previous responseYelp delivered advertising services (including cost per click ads and enhanced profile features) in accordance with the advertising agreements you signed, so we will not be able to offer you a refundAdditionally, please keep in mind that the day cancellation notice requirement and early termination fee were waived for your advertising program that was terminated on July 22, You voluntarily signed up for another advertising program on October 24, 2017, and that program was terminated on December 4, 2017.Regards,HelenYelp Inc

Complaint: ***
I am rejecting this response because: This fraudulent company, YELP, keeps saying they have "checked into the negative review in question" and that they are "sticking buy their original decision that it did not violate their terms"This is nonsense as the negative review was left by a former employee who was fired for theft and YELP has asked for NOTHING to prove this and their basis fir leaving this negative review are because we refuse to advertise with YELP, which is extortion. Yelp meeds to be investigated by the FBI and shut down as they are running in my option a criminal enterprise
Sincerely,
*** ***