Yelp.com

Hi ***,Thank you for your response. We wanted to let you know we've closed *** *.'s account for violations of our Terms of Service.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 meThe refund did come through.Sincerely, *** ***

Hi Richard,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for Handyman by Rick.Our 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: *** *** *** *** *** *** *** *** *** ***Additionally, please note that actions taken by Yelp’s 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. It sounds as though you are concerned with the review by Shawn HWe’ve looked at Shawn H.'s review of Handyman by Rick, and have elected to leave it 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 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,HelenYelp Inc

Complaint: ***I am rejecting this response because: My account manager *** who I was working with informed me when I paid month I would be able to cancelAugust payment was done and cancelled before SeptemberWhen going over the service I had informed him yelp stated people had called my business in which I had no record on my end of it occurringWas not able to explain why system didn't show the callAt that point I expressed dissatisfactionThe fact that I already had to pay a August when it was not even accurate why would I want to continue this service*** was well aware of the matter and informed me that he would resolvedAugust payment was made and I should not be charged for anything else has I did not use or want of yelp servicesI informed the representative who called me asking for another payment. Sincerely,*** Vo

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 *** ** *** *** *We 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 reviewWith regards to your comment, "it was not an actual tenant's name," please note that while we encourage Yelp members to use their real names, it isn't a requirement.We also wanted to let you know that we have removed the photo by *** ** because it falls outside our Content Guidelines.In some situations, business owners may want to message the reviewer privately, or post a public response to clarify any misunderstandingsYou can access these features using our free accounts for business owners (*** and you can find more information about how to respond to reviews here: ***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 meSincerely, *** ***

Hi ***,Thank you for your response.We appreciate your feedback, and again apologize for any inconvenience caused by the early termination fee being erroneously chargedWe want to reiterate that we have refunded you the full amount of the early termination fee ($325)With regards to the overdraft fees, we again encourage you to work directly with your bank to request a refund for those, as those fees are charged by your bank and not by Yelp.Regards,***Yelp Inc

Hi Nora,Thank you for your response.While we appreciate your feedback, your advertising program did include Cost Per Click (CPC) programPer the Master Advertising Terms, we required days written notice if you wished to terminate your CPC advertising programYour cancellation request was received on February 13, 2018, so your advertising program was terminated days after that, on March 15, 2018.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 guaranteedYou signed up for and received Cost Per Click ads and enhanced profile featuresWhen 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 such as a call to action button, a slideshow, competitor ad removal, video production, and call tracking.It also sounds as though you have concerns about Yelp's 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 also want to be clear that Yelp treats advertisers and non-advertisers exactly alike with respect to reviewsAdvertising only buys ads and never higher ratings, removal of negative reviews or promotion of positive reviews.You'll find plenty of Yelp advertisers with negative reviews, and plenty of non-advertisers with five-star ratings across the boardFurthermore, 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 happen. We hope you’ll take the time to watch our video about the Recommendation Software: *** *** *** *** *** *** *** *** ***You also expressed concern with a negative reviewIf 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 receivedPlease note that our moderation team's evaluation of reviews against our Content Guidelines is separate from actions taken by the recommendation software. Typically, you will receive a response to your report of a review 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*** to your contact list).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 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 http://www.yelp.com/advertiser_faq and https://www.yelpblog.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-for-...⇄ to learn more.With regards to your concern with the recommendation software, 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: http://www.yelp-support.com/Recommended_ReviewsYou also expressed concern with a negative reviewIt looks like you are referring to the review by * *** and it appears you contacted Yelp about this review on the same day you filed this Revdex.com complaintAs you may recall, we have taken another look at * *** review, and have elected to keep it up, as it was not found to be in violation of our guidelinesIf 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.Regards,***Yelp Inc

Hi ***,Thank you for writing again.You wrote, "How come none of the good reviews is not able to make the cut from over months? " Please note we don't go into detail as to why a review is or is not recommendedWe intentionally make the recommendation software difficult to reverse engineer -- otherwise, we would be overrun by reviews written by people hoping to game the systemSo while it may be tough to decipher how the recommendation software works, the rules are actually the same for every business and every review.We also want to reiterate that the Yelp Support team cannot manually override the software to recommend or not recommend a review.Regards,***Yelp Inc

Complaint: ***I am rejecting this response because: Yelp needs to remove the one star review that *** * wrote about my business ASAPThere is a place at the bottom of the page about my business on yelp that says other reviews not currently recommended, if yelp does not remove the review and the one star by *** *, it at least needs to be moved to this sectionI do not like that yelp allows people to write reviews about businessesThis review that *** * wrote is not true and needs to be removed ASAPShe knew that the deposit was nonrefundableI offered her another puppy in one year and her deposit would go toward that puppy. I have added two pictures from my website saying the deposit is nonrefundable and I added one picture from *** * text to me saying she needs to wait at least one year before getting a puppyYelp needs to remove the one star review from *** * ASAP.Sincerely,Deedee Stevenson

Initial Business Response /* (1000, 5, 2015/11/09) */
Hi ***,
Thank you for writingWe are glad to have this opportunity to address your concerns regarding your business page for ***
You expressed concern with a review of your businessIt looks like you are
referring to the review by Steve P, as you've previously reported this reviewAs you may recall from the messages you've received from the Yelp Support team, the 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 "this person is NOT A CLIENT"; 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 reviewYou wrote, "If you need further proof I can provide my client database," but as frustrating as it may sound, we don't take the place of a court of law and make evidentiary determinations
We also want to address your comment, "In trying to contact them for further discussion, I was met with a "do-not-reply" response and can find no way to speak with a representative." For future reference, while our Yelp Support team doesn't offer phone based support, they do provide email based support through our Support Center (http://www.yelp-support.com)We've tried to include detailed answers to the questions we most frequently receive in our Support Center, but there may be situations you encounter where you'll need to contact our Support team for assistanceFor these specific situations, there are articles in the Support Center that include submission forms to inquire about the issue
If you have already received an email from us about our decision to remove or leave up content you reported and would like us to take a second look, you can submit a new inquiry by providing the case number (this is provided in our previously emailed response to the content you reported) here: http://www.yelp-support.com/article/Can-I-request-a-second-evaluation-of-somethi...⇄ looks like you were able to submit a request for a second evaluation on October (the same day you filed this Revdex.com complaint) and that my colleague *** responded to you on October
With regards to your concerns with the recommendation software, 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 reviewsYou asked that we recommend the reviews that are currently not recommended, but please 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 ***,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: ***You also expressed concern with the review by *** *I understand that you’re disputing the accuracy of this review, and I wanted to let you know that our team has taken a second look at the review.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.These decisions aren’t always easy, but please know we looked at this review closely before reaching our decision.Regards,***Yelp Inc

Hi Eddie,Thank you for writingWe are glad to have this opportunity to address your concerns regarding your advertising program for Palmer's Mobile Detailing. You wrote, "During the period of September to September 27, I was contacted (unsolicited) by a Yelp representative times."
According to our records, it does not appear that a Yelp sales representative contacted you in September However, a sales rep, Shelby, was in touch with you in August 2017, and you signed up for a Yelp advertising program on August 22, 2017. You wrote, "I agreed verbally to their monthly contract of $per monthAfter giving debit card info I was immediately charged $ and tried to call." However, this information does not match our recordsOur records indicate you signed up for an advertising program on August 22, with a Yelp ads budget of $per month plus page upgrades which cost $per month, for a total of $per monthBy signing up for this program, you agreed to the Master Advertising Terms***Additionally, after you signed up for your advertising program, we sent you an automated email (with the subject line "Welcome to Yelp Advertising: Your Ads Are Now Live!") that recapped your purchase and the details of your campaign, including that the credit card on file in your account will be charged monthly, up to a maximum of $600, and your programs will continue unless cancelledThis email also contained a link to the Master Advertising Terms.Your advertising program was billed in arrears, which in your case means that we typically bill on the 22nd of the month for advertising services that were delivered from the 22nd of the previous month through the 21st of the current monthThus, you were charged $on September 22, for the ads you received from August - September 21, We attempted to charge you $beginning on October 22, for the ads you received from September - October 21, 2017, but were unable to collect this amount so the balance was moved forwardYou currently have an outstanding balance of $for the advertising services you received from September - October 24, 2017.With regards to your comment, "I immediatelhy cancelled but Yelp did not acknowledge until a full month later (documentation filed)," we were unable to locate the cancellation request you are referring toPer the Master Advertising Terms, we require days written notice to Yelp's account management team if you wish to terminate your advertising programIf you submitted such a request in writing, please include it as an attachment in your response so that we can take a look. That said, it looks like our account management team reached out to you by email on September 21, about your video shoot, and that they reached out to you by voicemail and email on October and October 20, about the chargeback dispute you filedHowever, it does not appear that they received a response from youOur billing team then reached out to you on December 20, and January 10, about the outstanding balance.Your advertising program was terminated on October 24, following the receipt of a chargeback dispute you filedAs 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 the advertising services you received from September - October 24, Once this amount is collected, you will not incur further chargesFor further assistance with this balance, please reach out to TrueAccord, a third party collection agency we are using, at 866-611-and***Thanks for understanding.Regards,HelenYelp Inc

Hi ***,You wrote, "Everything alleged in your response was a bald-faced lie, you DO hide my ads, you DO claim on my page that it is because I 'asked for them', which is also a lie." We acknowledge many business pages on Yelp have some reviews that are not recommended, but again, the recommendation software operates independently of a business's advertising statusWe also want to be clear that while there is information on your business page that explains our automated recommendation software, this same explanation appears on all business pages that have reviews that are not currently recommendedIf you are referring to the link within your business account that states "Learn why you shouldn't ask for reviews", please note that this information is meant to be informative, and it is not meant to imply that you are asking for reviews.We also want to reiterate that the Yelp Support team cannot manually override the software to recommend or not recommend a review.You have again expressed concern with your competitor's ads appearing on your business pageWe want to reiterate that we have paid advertising programs that allow businesses to display their listings on search results and on related business pagesAs previously noted, this is meant to enhance the user experience by suggesting relevant businesses that Yelp's users may not have previously consideredYelp also offers programs that will remove competitor ads from your Yelp business page, but these programs are paid and are entirely optional.Finally, you expressed concern that the business information fields on your page are lockedOn occasion, we'll lock fields in order to prevent malicious or erroneous changes to listing informationWe do this to protect listings from abuse or inaccurate updates, not because a business has chosen not to advertise.Regards,***Yelp Inc

Initial Business Response /* (1000, 5, 2015/08/03) */
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 http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more
You have again stated that the reviews you previously flagged are "untruthful and not from our customers" and should be removedHowever, we don't take sides on factual disputes, so we can only therefore reiterate what we previously communicated to you: if a review appears to reflect the user's personal experience and opinions, we allow the user to stand behind their review
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
We would also like to clarify that reviews removed by the Yelp Support Team are removed only when the content is found to be in violation of Yelp's Content Guidelines or Terms of ServicePlease note the action that the Support team takes is separate from actions taken by Yelp's automated recommendation softwareIf a review is not recommended, that does not necessarily mean it is in violation of our guidelines
To learn more about recommended reviews, please visit: http://www.yelp-support.com/Recommended_Reviews?l=en_US
Regards,
***
Yelp Inc

Initial Business Response /* (1000, 5, 2015/11/24) */
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 an impressions-based program, you are paying for the delivery of a certain number of targeted ad impressions, as well as additional features such as competitor ad removal and a photo slideshowIt looks like you signed up for an advertising program that included ad impressions per monthThese ad impressions were delivered in accordance with your contract and appeared in places such as above search results and on your competitors' business pages
You also wrote, "They have promised that they would help post the pictures NONE of their promised came through." It looks like your Yelp Sales representative, *** asked you to send over pictures and that photos were added to your business page on June 29, 2015, Additionally, you can always add photos by logging in to your Yelp for Business Owners Account
With regards to your concern that your video was not done, Yelp has partnered with the company SmartShoot, who films and edits the videoIt looks like one of our account managers, ***, send you an email on July 10, with information on how to contact SmartShoot to schedule the video shoot
With regards to our cancellation policy, your advertising agreement indicated that you must provide written notification to your account manager on or before the 15th of the month in order to to terminate advertising at the end of that monthIf you provide written notice after the 15th of the month, then the advertising program will terminate at the end of the following monthAs it appears you submitted a cancellation request on September 29, 2015, your advertising program was terminated at the end of October
Finally, it looks like a manager in our Account Management team reached out to you on November via voicemail and email to discuss your recent experience with your Yelp advertising programPlease feel free to get in touch with her to further discuss your 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, *** ***

Hi ***,Thank you for writingWe are glad to have this opportunity to address your concerns.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 *** and *** to learn more.If a review is not appearing on the main Yelp listing of a business, it would be for one of three reasons: the review is currently not recommended by Yelp's automated recommendation software (which affects both positive and negative reviews); the review was found to be in violation of our Content Guidelines or Terms of Service and has been manually removed by the Yelp Support team; or the user elected to remove the review him/herself.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 software.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 appreciate you sharing your feedback, and we'll be sure to forward your note along to the appropriate parties.We understand there's been some confusion about your business page for *** *** ***We've elected to remove your listing and other locations
of *** *** *** from search results, as it appears that these businesses are primarily conducted onlineWe try to list businesses for which there is some kind of local experience or interaction, and in general, if a business is an online business, it will not appear in our directory and will not be eligible for a Business AccountPlease visit our Support Center for more information regarding our guidelines for adding a business to Yelp: ***Regards,***Yelp Inc