Yelp.com

Hi ***,Thank you for writingWe are glad to have this opportunity to address you concerns regarding your business page for *** *** ***.We first want to address you comment, "I have never signed up to be listed as a business on their website." We license basic business information from
third party data providers who gather this type of information from public records and other sourcesWe also get business information from our users, who are helpful enough to correct the info we have, or let us know about a new spot that just opened down the street. You 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 lawAnd while we understand you are concerned that some reviews are not currently being recommended on your listing, it's important to remember that people can still see these reviews at the bottom of your business page, and they might be recommended on another dayPlease visit our Support Center for more info: ***You also wrote, "There is no real way to protest any review even when there is no evidence that the reviewer was ever actually a customer of the business." In general, if 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 reviewThat said, 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.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,***Yelp Inc

Complaint: ***I am rejecting this response because:
Blaming their own system is a nonsense, they need to take control or close the site down!
We have solved about 80% of our beef, but they are still hiding most of my reviews which are all positive, no-one has reported them, they are all perfectly inkeeping with what they caim is their system
For their site to continue they will need to hand-over full control of what is shown on my page or only allow reviewers who use real deatails and pictures to leave reviews
We are really close to being done, but they need to stop lying about hiding my reviews, no reason they give is even half likely, and they tried the same excuses for the other things we managed to change, so they just need to sort it out and so we can gwith other things!Sincerely,*** ***

Complaint: [redacted]I am rejecting this response because:
Sean M.'s review does not appear to violate our Content Guidelines [redacted] so we're leaving it up.  Well Revdex.com on any reasonable person does not have to be dependent on YELP's guidelines.  If YELP's guidelines allow  anyone to post defamatory lies which might affect the reputation of hard working and well recognised businesses, then the guidelines should be changed.  Also, I requested a complete removal from YELP.  WHy should I be forced to stay on YELP a with this derogatory review? 
You wrote, "I simply do not have and never dealt with Sean M." However, users are not required to use their real name on Yelp, and we are not in a position to arbitrate situations where a user's name does not match up with a business's records.   Here is a direct admission that people without real names can post whatever they want and damage someone's reputation, which is perfectly acceptable for YELP??With regards to your comment, "He is probably someone from the competition," our Content Guideliines prohibit anyone with a conflict of interest with a business from posting reviews about that business. In order to evaluate whether someone has a conflict of interest, we rely on information in our systems and information in the content that person has posted in the first place. Our moderators generally aren't able to consider outside information or arbitrate disputes, if it's not clear whether a conflict of interest may exist. In this situation, we are unable to confirm a conflict using the information we have in our systems. 
Again, YELP is trying to hide behind their "guidelines" Thus, YELP lacks ability to determine whether the post is from a real client or not.  Despite this admission, they are deciding to do nothing and just leave my reputation harmed by a non existing client.  
 Additionally, please keep in mind that we don't take sides in factual disputes. Business owners can tell their side of the story by responding publicly to the review, which it looks like you have already done. 
Really? By refusing to either remove this misleading review, or remove my advertisement in whole, YELP is actually siding with the author of the review.   Sincerely,Vassil [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, Bryan [redacted]

Hi [redacted],Thank you for your response.We appreciate your feedback, and while we recognize that the recommendation software is not a perfect system, the goal of the software is to showcase more reliable content. This means that when reviews are posted to your listing, not all of them will make the cut. We acknowledge that even some legitimate reviews will not be recommended, but we still believe that the software as a whole makes our site more trustworthy and useful to consumers.As indicated in our prior response, the recommendation software is automated to help avoid the potential for human bias inherent in individual decision-making: we cannot reverse the software’s decisions, either to suppress an active review or to restore one that isn’t recommended. But once again, the system is not static -- reviews may come and go as the recommendation software picks up new information.We do understand the recommendation software can be frustrating at times, and your feedback is appreciated. When it comes down to it, all review sites face the same challenge: how to identify the most reliable and useful content amongst the millions of submitted reviews. It's no easy task, and there is always room for improvement. We hope to be able to continually improve on this issue.Regards,[redacted]Yelp Inc.

Hi Derek,Thank you for your feedback. We're sorry to hear you were dissatisfied with your advertising program.You signed up for and received cost per click ads and enhanced profile features, and we want to reiterate that results are not guaranteed. We also want to clarify that you were not paying based on the number of clicks to your business website you received. Regards,HelenYelp Inc.

Initial Business Response /* (1000, 5, 2015/12/21) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] Properties.
You expressed concern with the recommendation software. As you may have read, the goal of...

Yelp's recommendation software is to showcase more reliable content. The 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 reviews. Please also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a review. However, 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
You also stated that "2 reviews are not related to my company." If you believe a review violates Yelp's Content Guidelines (http://www.yelp.com/guidelines), you can report the content by clicking the flag icon next to it. You'll need to be logged in to your account in order to view the flag icon. For instructions on how to report content, please visit: http://www.yelp-support.com/article/How-do-I-report-a-review?l=en_US.

While reporting content doesn't guarantee that it'll be removed, our team looks at every inquiry and carefully evaluates the content against our guidelines. Each case will be reviewed by our team in the order it was received. Typically, you will receive a response to your report within a few business days. If you don't believe you've received our response, please be sure to check all email and spam folders (you may want to add [redacted]@yelp.com to your contact list).

Regards,
[redacted]
Yelp Inc.

Hi [redacted]Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program [redacted].We are sorry to hear you were not satisfied with your advertising campaign. We appreciate your feedback, and have...

forwarded your concerns to the appropriate parties. As you may recall, a manager, [redacted] reached out to you by email on April 14, 2017 to provide you with some clarification as to how the price for a click is determined. Yelp's Cost-Per-Click ads are delivered based on the categories your business is in, and the average price for an ad click in some categories may cost more than ad clicks in other categories. The price per click will also fluctuate up or down depending on competition, relevance, and other factors, but the price you pay will always be the lowest price possible to win the click.We also want to clarify that 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 guaranteed. When advertising with a Cost Per Click program, you are electing to pay every time a user clicks on your ad impression. Please note, however, that you are not being charged based on the number of calls or the number of clicks to your business website that you receive.If you wish to terminate your advertising program [redacted], you can log in to your Yelp for Business Owners account at https://biz.yelp.com/, click on the Yelp Ads tab, and click End Campaign.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/06/02) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] Press.
You wrote, "These past few weeks our company has been encouraging our partners and customers to...

write Yelp reviews." Please note asking for reviews is not something we encourage. For one thing, most businesses tend to ask their happiest customers to write reviews, not the unhappy ones. These self-selected reviews tell only part of the story, and we don't think that's fair to consumers. We would much rather hear from members of the Yelp community who are inspired to talk about their experiences without a business owner's encouragement. More information can be found here: https://biz.yelp.com/support/review_solicitation

It's also important to note that Yelp uses automated software to showcase helpful and reliable reviews from the Yelp community. As a result, you shouldn't be surprised if our software fails to recommend the reviews that you've asked your customers to write. Your best bet to get high quality and unbiased reviews about your business is to provide a memorable and amazing customer experience - it has nothing to do with asking your customers to post on Yelp.
The recommendation software establishes an objective standard against which every review can be measured. Even 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 reviews. Please also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a review. However, 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,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of whether or not we encourage our business partners to write a yelp review, isn't that the point of the "yelp sticker" on the front of our office door? I mean it does say "people love us on yelp." Suggesting people to go to yelp and write a review. We encourage ALL our customers whether it is a good or bad experience with us. People I feel should be more knowledgeable about our business and what is better than more data collected? Basically that data is now being stripped by your "automated system." I am unsure now what reviews have been removed but I want to say at least 3 of them now. I personally got asked by one of our respectable customers why his yelp review got pulled down and I still do not have a legitimate answer besides telling him yelps automated system took it down. Which really is going to sound absurd. Not only is this impacting our business' credibility it is impacting our business as a whole. With having disgruntled customers come in, saying "we say your sticker on the front of your office and thought it would be a good idea to write a review, I went and check the other day and it was removed, how come?" I still do not think this is remotely fair to the company and the customers who went out of their way to inform everyone who uses yelp how our company handled their business. Along side all this to be blaming an automated system for its "failure" to recognize a real review, then it believe if it is "failure" then those reviews should be reinstated on the website. Regardless I still believe that we give our customers great service and it should be noted throughout the web and for Yelp to be stripping us of real reviews I think is not right. Again I demand a reinstatement of all reviews.
Final Business Response /* (4000, 9, 2015/06/18) */
Hi [redacted],
Thanks for writing again.
You asked, "Regardless of whether or not we encourage our business partners to write a yelp review, isn't that the point of the 'yelp sticker' on the front of our office door?" There is an important difference between actively asking for reviews and simply creating awareness that your business is listed Yelp. You can learn more about our guidelines for using Yelp's logos, reviews, and star ratings (and request other Yelp materials for your business) here: http://www.yelp.com/brand
It also sounds as though you don't accept our explanation of the recommendation software, but we can only stand by our previous statements. Yelp's recommendation software is an automated algorithm that attempts to weed out less reliable reviews while showcasing more reliable ones. This means that when reviews are posted to your listing, not all of them will make the cut. We acknowledge that even some legitimate reviews will not be recommended, but we still believe that the software as a whole makes our site more trustworthy and useful to consumers.
You wrote, "Again I demand a reinstatement of all reviews," but as indicated in our prior response, the recommendation software is automated to help avoid the potential for human bias inherent in individual decision-making: we cannot reverse the software's decisions, either to suppress an active review or to restore one that isn't recommended. But once again, the system is not static reviews may come and go as the recommendation software picks up new information.
We do understand the recommendation software can be frustrating at times, and your feedback is appreciated. When it comes down to it, all review sites face the same challenge: how to identify fake reviews among the many millions of legitimate reviews. It's no easy task, and there is always room for improvement. We hope to be able to continually improve on this issue.
Regards,
[redacted]
Yelp Inc.

Initial Business Response /* (1000, 5, 2015/11/12) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns.
We are unable to locate your business pages with the information you provided. Could you please respond to this message with links to the...

business pages? Once we have this information, we'll be better equipped to assist you.
Regards,
[redacted]
Yelp Inc.

Initial Business Response /* (1000, 5, 2015/05/29) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your page for [redacted].
You expressed concern that your personal phone number and address were displayed on the listing...

you created. We've gone ahead and removed the phone number and address: http://www.yelp.com/biz/[redacted]. However, if you are asking for this entire page to be removed from Yelp, please note that we don't remove listing information. You stated that you are not a business, and while most listings on Yelp are for businesses, other services providers for which there is some kind of local experience or interaction are also eligible to be listed on Yelp. Additionally, while some service providers might prefer to keep a lower profile, this kind of information is publicly available and its use is protected under the law. More importantly, we believe that the public benefits from sharing their experiences with local organizations.
Regards,
[redacted]
Yelp Inc.

Complaint: [redacted]I am rejecting this response because:
You just side stepped every complaint I had about your service, admitted that the advertising package sold to me was misrepresented by your sales reprentative, acknowledged that your service may not render results while continuing to charge increased price per clicks that max out the full amount every month, and failed to admit to price gauging. At this time I have contacted the attorney general's office. 
Sincerely,[redacted]

Hi Geoff,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for SB Tax. We appreciate your feedback, and have forwarded your message to the appropriate parties. A member of our Customer Success team will be reaching out to you...

tomorrow, January 23 with some additional information.In the meantime, we want to clarify that you were not charged an early termination fee. It looks like your Cost Per Click advertising program was terminated on January 11, 2018 because to a missed first payment that was due on December 30, 2017. Our Customer Success team has determined that this ad termination due to the missed first payment should have been processed earlier than January 11, so they will be issuing a profile credit for any charges accrued from January 4, 2018 through January 11, 2018. Please note that you will need to pay the remaining outstanding balance in order to start your enhanced profile on February 1, 2018.We are sorry to hear you were not satisfied with your initial advertising campaign. To 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 guaranteed. When advertising with a Cost Per Click program, you were electing to pay every time a user clicks on your ad impression. You were also paying for enhanced profile features, such as a call to action button, photo slideshow, and competitor ad removal. With regards to your comment, "I also want the IP information for the 27 clicks I was billed for," you can view the number of ads that have been delivered and the number of times your ad was clicked on by logging in to your Yelp for Business Owners account at [redacted] and clicking on the Yelp Ads tab. However, we don't disclose additional information about the ad clicks due to privacy concerns.You also wrote, "We were also informed that the ads could be narrowed down to 5 mile radius." We want to clarify that our ad delivery system works by prioritizing delivery of impressions to searches as close to the physical location of the business as possible. This means that the radius is not limited to a set distance, and it can vary by business or by category (for example, the ad delivery radius for a coffee shop would be smaller than one for a contractor). This results in better ad performance and a better user experience.With regards to your comment, "The original sales rep also removed a feature from the agreement that I thought was included to bring down the cost to induce me to sign the agreement," it sounds as though you may be referring to the video feature. While you may have discussed the possibility of signing up for the video feature, please note that this feature costs an additional fee and that this was not a feature that was included in the advertising program you ultimately signed up for. Regards,HelenYelp Inc.

Complaint: [redacted]I am rejecting this response because:
Yelp continues to portray my business negatively by publishing the only 2 negative reviews received about my business, one of which was not written by a customer of ours.  The other 11 reviews are positive and they have not been recommended by their software/algorithm.  They wrote in their reponse, "It's also important to keep in mind that people can see reviews that aren't currently recommended by clicking on the link at the bottom of the business page."  My response to that is: by isolating them as non-recommended reviews at the bottom of the page (you have to scroll down to even see the link in faint color), it slants the user to think they are not credible reviews anyway, so including a link to those reviews will increase the user's negative preconception of my business.  I want OFF of YELP immediately.  Revdex.com, please intervene to execute my removal from Yelp's business listing.  Clearly, I can't submit my own negative review of Yelp to the general public, so I am happy to leave quietly with your help.  Thank you.Sincerely,[redacted]

Hi [redacted],Thank you for writing back.You wrote, "Yelp has removed the review 2 times and it is reposted by the reviewer despite that." According to our records, it does not appear that this review has previously been removed, but it's possible that the review was previously not included among the Recommended Reviews for the business. One of the ways we try to help Yelp users discover local businesses is by using automated software with the goal of showcasing reliable reviews. The software looks at dozens of different signals, including various measures of quality, reliability and activity on Yelp. Because our recommendation software is automated, the Yelp Support team cannot manually override the software to recommend or not recommend a review. 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.Please visit our Support Center for more info: [redacted]We have also taken a second look at [redacted] review but, after careful consideration, we reached the same conclusion as before and are unable to remove the review. 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. As previously noted, users are welcome to post reviews based on their experiences, regardless of when they occurred.We also want to address your comment, "I was assured the claim was in violation of TOS since I was not an employee for the business." According to our records, it appears that when you contacted us on November 30, 2014 (Case [redacted]), you indicated that you used to work for this business. It looks like my colleague [redacted] responded to you on December 1, 2014 letting you know how to report the content by flagging it and how you could request a second evaluation of content you already reported.If you believe, however, that an individual has provided you with different information, we would like to investigate further. To 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.Regards,[redacted]Yelp Inc.

Hi [redacted],Thank you for your response.My colleague [redacted] reached out to you by email on March 24 to ask you to forward the email correspondence you had with [redacted] However, according to our records it does not appear that you wrote back to him. Could you please forward any correspondence you had with [redacted] to [redacted] so we can look into this further?Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/06/02) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted].
You stated that you were "charged $100 for advertisement, that you never signed...

up for." However, as you may recall from the correspondence you've had with our Client Services and Account Management teams, our records indicate that a cost per click (CPC) advertising campaign was manually started on September 3, 2014 and manually ended on November 7, 2014 through your Business Account.
Our records also indicate that you redeemed a $100 promotional ad credit. To redeem the $100 credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put a credit card on file, but it appears we already had a credit card on file for you as you had previously signed up for the self-serve slideshow upgrade.
You set your Cost Per Click monthly budget at $100. Once the promotion runs out, advertising continues until you stop your ads through your business account. Please note that with our self-serve programs, Yelp does not turn the ads on or off; only the business owner has this ability. If you only wanted to use your $100 promotion, you would have needed to log in and end the program once that credit was used.
Below is a more detailed description of your charges:
September 2014
-You received 28 clicks which costs $100.
-Your $100 credit was used and you paid $0.
October 2014
-You received 30 clicks which costs $100.
-You had 0 credit for this month because it was used in September. You owe $100 for the October ad clicks.
-The costs did not exceed your $100 budget.
November 2014
-You received 0 clicks which costs $0.
-You ended your program on November 7, 2014.
You are also able to view this activity in your Business Account (https://biz.yelp.com/) under Yelp Ads.
For further assistance with the outstanding balance, please reach out to TrueAccord, a third party collection agency we are using, at XXX-XXX-XXXX and [redacted]@trueaccord.com.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
You are correct that I received your $100 promotional ad credit by email and decided to implement it. However, that email did not say anywhere that I will have to be spending $100/month thereafter.
In fact, here's the text of that email I received on 9/3/2014:
[redacted]
Hi [redacted],
We'd like to give you a $100 credit to try Yelp Ads.
We saw you were interested in Yelp Ads so we're giving you a special offer to try them out for free, no strings attached. With over 132 million unique visitors each month*, Yelp is the #1 local/regional website and mobile app.**
How Yelp Ads work:
Create and run ads in less than 2 minutes
Customers searching for a nearby business or service can see your ad on search result and competitor pages, among other places
Cancel any time without penalty
Here's what [redacted], owner of [redacted]'s [redacted], had to say about Yelp Ads:
"Yelp is, hands down, the best advertising I've done. We've done newspapers, Citysearch, and nothing has worked as well as Yelp. Everyone goes to Yelp now."
Get $100 in Free Yelp Ads
[redacted]
Had I known that the only way to redeem your $100 credit I would have to spend $100/month on Yelp ads, I would never signed up for it!
I did not even know that you were running any ads for me after a $100 promotion ran out. I found out about it, when I received an email from you on 12/22/2014 that you do not have a valid credit card on file for me and that I owe you $100. I immediately logged in to my account and noticed that you were running ads on my behalf without my permission or authorization. Had I not checked that email and stopped the ads, you would keep running the ads on my behalf and charging me $100/month!
Since I have never signed up for any paid advertisements with Yelp (other than using your $100 credit)I request Yelp remove all the charges from my account immediately!
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2015/06/18) */
Hi [redacted],
Thank you for your response.
While we appreciate your feedback, in order to redeem the $100 credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and set a monthly budget. You set the monthly budget at $100. Again, if you only wanted to use your $100 promotion, you would have needed to log in to your Business Account and end the program once that credit was used. Thanks for understanding.
Regards,
[redacted]
Yelp Inc.
Final Consumer Response /* (4200, 11, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
I never set any monthly budgets. I did not even know it was required. Please read the email you sent me on 9/13/14 again. It does not say anywhere that I was supposed to spend my own money. Nor does it say that I was suppose to log in to my account and end the program once the credit is used, to end the program.
I strongly believe that Yelp is using this faulty email campaign to extort money from people. This is not the right way to conduct business. If you claim you value all your customers you should be more respectful and loyal towards them.
I, once again, request Yelp to waive any and all charges from my account. I am fully committed to continue this dispute at small claims court if you do not remove the fees from my account. I don't think Yelp would like to have a negative reputation on Revdex.com site or court records which are public. Although you already have 82.35% negative reviews on Revdex.com site.
Sincerely,
[redacted]

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted]We are sorry to hear you are not satisfied with your advertising campaign. To 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 guaranteed. When advertising with a Cost Per Click program, you are electing to pay every time a user clicks on your ad impression. You are also paying for an enhanced profile, which includes features such as competitor ad removal and a photo slideshow.With regards to your concern with the variable price per click, as noted in your contract, you signed up for a Cost-Per-Click (CPC) auction-based auto-bidding program, which means that you agreed to allow Yelp to set the bid price per click to keep you competitive in the market. It's important to keep in mind that the price will fluctuate up or down depending on competition, relevance, and other factors. However, the price you pay for a click will always be the lowest price possible to win the click. For more information about how CPC ads work, please visit [redacted]With regards to your comment, "she also refused to cancel my contract in a timely fashion," please note that per the terms of the advertising agreement you signed, we require 30 days written notice to your account management contact if you wish to terminate your advertising program. As you provided your cancellation request on December 29, 2016, it looks like your advertising program is set to cancel as of January 28, 2017. Because your advertising program is billed in arrears, you will see one final charge on February 1, 2017 for advertising services delivered in January.As advertising services are being delivered in accordance with your contract, we will not be able to offer you a refund. Thanks for understanding.Regards,
[redacted]
 Yelp Inc.

Initial Business Response /* (1000, 5, 2015/12/15) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted]
We are sorry to hear you were not satisfied with your advertising campaign....

To 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 guaranteed. When advertising with a Cost Per Click program, you are electing to pay every time a user clicks on your ad impression.
According to our records, you redeemed a $100 promotional ad credit on May 24, 2015. To redeem the $100 credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put a credit card on file. You set your Cost Per Click monthly budget at $100. Once the promotion runs out, advertising continues until you stop your ads through your Yelp for Business Owners Account. You ended your ad campaign on August 31, 2015. Please note that your advertising program was billed in arrears, so the $100 we attempted to charge in September was for advertising services delivered in August.
We're also sorry to hear you had trouble getting a hold of someone. Businesses who are active advertisers should contact our Account Management team rather than their sales representative if they have questions about their advertising program; their contact information was available in the Billing tab of your Yelp for Business Owners Account.
That being said, 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 Account. If you only wanted to use your $100 promotion, you would have needed to log in and end the program once that credit was used. When you signed up for Yelp self-serve advertising, in Step 3 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? Yes. There's no commitment or obligation. Just come back to the Yelp for Business Owners site and stop your ads. You will be billed at the beginning of the next month for any clicks you bought before you cancelled." Instructions on how to cancel a self serve advertising program are also available in our Support Center: http://www.yelp-support.com/article/How-do-I-cancel-my-Yelp-advertising-program?...⇄ /> As advertising services were delivered in accordance with the Terms you agreed to when you signed up for your advertising program, we will not be able to waive the outstanding balance of $100. Thanks for understanding.
Regards,
[redacted]
Yelp Inc.

Initial Business Response /* (1000, 5, 2015/05/08) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns.
You expressed concern with [redacted] F's review and photo of [redacted]. The review and photo have been evaluated by the...

Yelp Support team and left up, as they were not found to be in violation of our guidelines. Please note that Yelp does not take sides in factual disputes. Rather, 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.
Business owners can address any concerns or misunderstandings via their Business Account by posting a public comment or sending a private message to the reviewer.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)