Yelp.com

Initial Business Response /* (1000, 5, 2015/09/11) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] Salon & Spa.
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 treated. Businesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertise. Furthermore, there is zero relationship between the timing of when a review gets recommended and when a business decides to - or declines to - advertise: reviews can be recommended or not recommended days, weeks, or even months after they were first posted, and your Yelp sales representative doesn't have any influence over when that might happen. We 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.
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.
You also 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. 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. You asked that we "release the positive reviews," but please 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 expressed concern with some negative reviews. We assume you are referring to the reviews by [redacted] L and [redacted] E. We've removed this review by [redacted] L because, as written, it falls outside our Content Guidelines. Please keep in mind that if the user chooses to post a new review and that content falls within our guidelines, we will allow it to remain on the site.
With regards to [redacted] E's review, the review has been evaluated by the Yelp Support team and left up, as it was not found to be in violation of our guidelines. You claim that "They are friends of an ex employee that wrote the review for spite," but based on what we see in the review, we can't confirm that the user has a conflict of interest with the business. If a review appears to reflect a user's personal experience and opinions, it is our policy to let the user stand behind their review.
For future reference, 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. Your 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).
For instructions on how to report content, please visit: http://www.yelp-support.com/article/How-do-I-report-a-review?l=en_US.
Regards,
[redacted]
Yelp Inc.

Initial Business Response /* (1000, 5, 2015/10/26) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] Restaurant.
You expressed concern with Dev A's review of your business. The review has been evaluated...

by the Yelp Support team and left up, as it was not found to be in violation of our guidelines. You claim that this review contains "a false statement"; however, 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.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
OK Yelp, you don't dispute "factual" reviews? Let's say I go to a restaurant and give the following review on Yelp:
"Worst restaurant ever! There were dogs running around the dining room and the waiter punched each one of us in the face before taking our order! I will never go back!"
You're OK with this type of review? How do you know it's not true?
Dev A's review said it took 20 minutes to get menus. WE DON'T SEAT CUSTOMERS WITHOUT MENUS EVER! Dev A said it took 2 hours to complete her meal. OUR COMPUTER SHOWS THE LONGEST MEAL WAS 65 MINUTES! So who's the liar? We can prove everything I just said and she can prove nothing. So what do we do? Do we just let people make up anything they want because they had a bad day and want to hurt someone else? Is that what your in business to do? If you can't find the TRUTH, you can't just post ANYTHING. You are a public forum, TAKE SOME RESPONSIBILITY!!!
Final Business Response /* (4000, 9, 2015/11/05) */
Hi [redacted],
Thank you for your response.
We understand that you're disputing the accuracy of a review of your business by Dev A, and our team has taken a second look at the review. We have reached the same conclusion as before and are unable to remove the review. We 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,
[redacted]
Yelp Inc.
Final Consumer Response /* (4200, 11, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You stand behind your decision because that is your business model and you profit from it. You don't see the big picture of how a fake bad review can ruin a business or a life. I am lucky that my business has enough positive feedback that a few fake reviews from competitors or generally dishonest people should not hurt my overall standing. This is more about principle than about getting my way. Someday, I hope you can come up with a better method of vetting the reviews than you currently use. For now, I will just agree to disagree.

Hi [redacted],Thank you for writing again.You wrote, "I was not an employee at the business when the review was left." We want to reiterate that Yelp users may post reviews based on their past experiences regardless of when they occurred. Please be assured that we've evaluated the content of [redacted] review and are allowing the user to stand behind their review. As you noted, we 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.We also want to clarify that the Yelp Support team's evaluation of reviews against our Content Guidelines is separate from actions taken by our automated recommendation software. As we previously noted, our records do not indicate that [redacted] review was previously removed for violations of our Content Guidelines. However, it is possible that the review was previously not included among the Recommended Reviews for the business. Yelp's recommendation software is an automated algorithm that attempts to identify the most reliable and useful content amongst the millions of submitted reviews. Our recommendation software runs on a daily basis, so the results can change day-to-day. For example, the software might pick up new information as time goes by that makes a reviewer seem more trustworthy, or the information we have about a reviewer can grow stale.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/11/06) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns.
We first want to address your comment, "Yelp.com closed an account I made because I was critical of one of thier paying customers." To clarify,...

a business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are treated. Businesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertise. We 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 also stated that you only had one account, but according to our records, it appears you created multiple accounts so those accounts were closed. It also looks like you have since created a new account, and that that account has been left open.
Regards,
[redacted]
Yelp Inc.

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,
[redacted]

Hi John,
Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page for All American Chimney Service.
You expressed concern with Yelp's recommendation software. Our recommendation software recommends both positive and negative reviews in an...

effort to show the most helpful and reliable reviews to our users. That 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 review. Our 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: [redacted]
Regards,
Helen
Yelp Inc.

Complaint: [redacted]I am rejecting this response because:  The information provided is not in keeping with my own knowledge.  I have no contract and feel that YELP has exploited me and my small business.  Sincerely,Eddie [redacted]

Initial Business Response /* (1000, 5, 2015/10/30) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] & Design.
We have forwarded your message to our Account Management team. It looks like [redacted]...

has reached out to you, and, as you may recall from the email you've received from her, your advertising program has been terminated as of October 30, 2015. Additionally, the October charges will be written off and the early termination fee will be waived.
We've also gone ahead and updated your city to Queen Valley per your request: http://www.yelp.com/biz/[redacted]
With regards to your concern with the category, while we enable users to submit changes to business pages on Yelp, our moderators evaluate those changes to ensure they meet our standards. In this situation, it looks as though your category request has been rejected because we could not verify that your business provides handyman services rather than contractor services. If that information is available on your website or another public-facing source, please reply to this message with a link so we can verify it and update the business page on Yelp.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the resolution of this complaint, I was very naive on how yelp worked. With no reviews, even with the add exposure, it's was cost prohibitive for my small business. I will first try and get reviews. Please unlock so it may be of some use or delete it

Complaint: [redacted]I am rejecting this response because:why should you have software filtering responses.  No matter what software you write by nature it will be biased.  Let that settle in a bit.Sincerely,George[redacted]

Hi [redacted],Thank you for your feedback.You wrote, "I can see in my case that only 2 of the reviewers appear to be even remotely more established users and the others displayed in the recommended section clearly are not." Please note that when determining whether or not to recommend a review, the recommendation software looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp. We don't go into detail as to why a review is or is not recommended, and we intentionally make the recommendation software difficult to reverse engineer -- otherwise, we would be overrun by reviews written by people hoping to game the system. So 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 recommendation software is automated to help avoid the potential for human bias inherent in individual decision-making. While we cannot manually reverse the software’s decisions, our recommendation software runs on a daily basis, so reviews that aren't currently recommended may be recommended in the future, and vice versa.Regards,[redacted]Yelp Inc.

Yelps claims of client interactions are without merit. Their activity for the timeframe in question listed 12 interactions. They currently show (see pic) a claimed 42 leads. I have had zero clients contact me from yelp. I had two internal emails from 'leads'. They were both from people trying to sell my firm products. My own website, which tracks the links used for those who visit, has not shown activity directed from Yelp.
Yelp provided none of the promised benefit of paid advertising. They mislead me to believing the price would be far lower than other online advertising. Currently, I am paying around $3 per click on Facebook and Google. Twitter has returned upwards of 5,000 interactions for roughly the same $27 cost per click Yelp charged.
Additionally, Yelp is violating their terms of service to leave a obviously fraudulent and libelous statement on their platform. I clearly showed that my review of the business who left the negative review was done so ahead of the one in left on my page. The person is not legally able to do business with a financial advisor who is not registered in his state. And finally, the review makes claims that I am [redacted] and [redacted].
That last point is the basis of my complaint. Yelp is clearly ignoring fake and inflammatory political rhetoric against their terms of service. I believe, as many people online also claim, that Yelp is ignoring their own terms of service because I refuse to pay them for their failure to fulfill their contract as advertised. I find that Yelp is acting in a libelous manner by selectively ignoring their policy.
 
Complaint: [redacted]I am rejecting this response because:Sincerely,Jason [redacted]

Hello [redacted],You have again stated that "[redacted] was NEVER [your] client." We understand that a negative review about an experience you don’t recognize is very frustrating; however, as previously noted, we don't take sides in factual disputes. Based on what we can see in the review and the information at hand, we weren’t able to confirm that this reviewer was not a client. 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. Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 7, 2015/07/29) */
Hi [redacted],
Thank you for writing. It appears that since filing this complaint you've spoken with Nicholas Fiedler in Local Accounts. Ultimately, it appears you want to proceed with the cancellation of your advertising, and that you do...

understand that an early termination fee would be assessed.
An email was sent a few days later on July 23 to confirm. Below is the text of that message:
====
Hi [redacted],
This email is to confirm that as of 7/31/2015, your Yelp Ads for [redacted] will be cancelled. Per your agreement, there will be a $375 early termination fee assessed to the credit card on file. After this fee is collected, you will not incur any additional charges.
If at some point in the future you would like to start advertising again, please reach out to discuss our current rates. In the meantime, please continue to engage with your free Business Owner's Account (biz.yelp.com).
Best of luck moving forward.
Thank you,
[redacted]
[redacted]
Local Account Manager
[redacted]@yelp.com
XXX-XXX-XXXX
====
We echo [redacted]'s sentiments in wishing you the best of luck, and hope you will continue to take advantage of the free features available to you on your business account.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 9, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not an acceptable response. I am still expecting relief on the early cancellation fee as Yelp did not deliver on the services I was promised. I did not accept to pay the cancellation fee, I had no choice but to cancel. I am expecting some recourse through this complaint to you via the Revdex.com. The people I was dealing with in the phone would not assist, which is why I had to go the Revdex.com route.
I will accept coming to middle ground at this point and can accept paying 50% of the cancellation fee. Can you please consider this as a final resolution at this point.
I will admit that I feel I should be fully refunded the cancellation fee due to the circumstances. However, it seems that Yelp is not willing to do this for me as a client.
Final Business Response /* (4000, 11, 2015/08/20) */
Hi [redacted],
Thanks for writing back.
At this time we are not able to waive the early termination fee as services were provided in accordance with your advertising agreement. We have also not found an indication that you were told that the program would be different from what was listed on your agreement.
The details of the advertising program were included in the agreement, which indicates that and "Ad Impressions Program" "delivers a specified number of ad impressions" (see "Ad Program Descriptions"). The difference between an "ad impression" and an "ad click" is defined under Section 1 of the "MASTER ADVERTISING TERMS".
Thanks for understanding.
Regards,
[redacted]
Yelp Inc.
Final Consumer Response /* (4200, 13, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is totally not acceptable and a good indication of the type of business that yelp is. I was flat out lied to by the sales rep and told a different story each time I called. You are not making any attempt to satisfy me as a customer, instead hiding behind your agreement and not owning up to the fact that Yelp staff misinformed me.
Another example of how Yelp is not a customer friendly organization, hence all the complaints and the class action suit against you.
I would still appreciate a reconsideration. If not, fine. I will never do business with yelp again.

Initial Business Response /* (1000, 5, 2015/11/20) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted].
We appreciate your feedback regarding your conversations with our Sales team, and have...

forwarded your note along to the appropriate parties.
We want to clarify that we do not create new listings or remove reviews for businesses that change ownership or management but continue to leverage the goodwill in the name used by prior ownership or management. From a consumer perspective, the businesses appear to be the same.
For more on how we handle business changes, please visit our Support Center: http://www.yelp-support.com/Reporting_Business_Changes?l=en_CA
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 treated. Businesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertise. We understand there are some misconceptions about this, so we invite you to visit http://www.yelp.ca/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"We want to clarify that we do not create new listings or remove reviews for businesses that change ownership or management but continue to leverage the goodwill in the name used by prior ownership or management. From a consumer perspective, the businesses appear to be the same."
That's NOT what your rep, Ben said to me on the phone when I spoke to him numerous times and requested private business information from us to remove the old reviews prior to our acquisition. Totally not acceptable. There was NO REASON for Yelp to obtain this private business information and we feel like our privacy was violated as well.
Final Business Response /* (4000, 9, 2015/12/04) */
Hi [redacted],
Thank you for your response.
While we enable business owners to submit changes to business pages on Yelp, our moderators a separate department from our sales representatives evaluate those changes to ensure they meet our standards. We want to reiterate that generally speaking, our policy is that if a business changes ownership but continues to operate under the same name, we do not do not create a new business page or remove reviews.
We apologize for any confusion.
Regards,
[redacted]
Yelp Inc.
Final Consumer Response /* (4200, 11, 2015/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, this is not what was agreed on. Your representatives represent your business and are accountable for what they say. Your reps promised me that they could remove the old reviews prior to our acquision of the business and requested CONFIDENTIAL business information to do so... you've violated our privacy with this.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page 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 were electing to pay every time a user clicked on your ad impression. You were also paying for enhanced profile features, including a Call To Action button, a photo slideshow, and competitor ad removal.You wrote, "they promised me that my Company would be elevated from being ranked in the teens to next to the top of the listings under the Catagory Page, Hearing Aid Providers." To clarify, when a user is searching on Yelp for a business in a certain area, we do our best to provide that user with a Yelp Ad applicable to their search. Yelp Ads appear above the natural search results, as well as on your competitors' business pages and in various other places around the website. The Yelp Ad is differentiated from the natural search results by a orange border, and has the notation "Ad" in next to the business name.Separate from Yelp Ads are Yelp's numbered search results, which have absolutely nothing to do with who is paying us.  Yelp's natural search results algorithm is designed to provide the best results based on a number of different factors including review text, ratings, and number of reviews. While we can't guarantee specific results or business rankings, we are always working to improve our search tool so that we can deliver the most relevant local results to our users.We also want to address your comment, "I was told that if some of my patients would write reviews it would be helpful to validate my Company." We want to clarify that 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: [redacted] It's 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, rather than asking your customers to post on Yelp.As you may have read, we use automated software to recommend reviews, with the goal of showcasing the ones that best reflect the opinions of the Yelp community. The rest are posted below and don’t factor into the business’s overall star rating. The software does what it can with the information at hand, and regularly revisits each review as it learns more. As a result, different reviews might be recommended on different days. You can see reviews that aren't currently recommended by clicking on the link at the bottom of each business page.While we understand your concerns, we want to make sure you are clear that federal law bars lawsuits against websites like Yelp for the decisions they make about which reviews to post or remove. [redacted]To learn more about recommended reviews, please visit: [redacted]You also expressed concern with a review that contained the text, "Please don't review this business if you received a freebie for writing this review or if you are connected in any way to the owner of employees." It looks like you are referring to the review by [redacted] Please note that the following text appears on the write a review page before users begin writing their review: "Your review helps others learn about great local businesses. Please don't review this business if you received a freebie for writing this review, or if you're connected in any way to the owner or employees." It appears [redacted] may not have deleted all of this text when he wrote his review. We've decided to remove this review because the content falls outside our Content Guidelines, but please keep in mind that the user may choose to post new content that doesn't violate our terms.With regards to your comment, "my sentence on the Catagory Page disappeared as did the 3 paragraph writeups that I put together for my Company Page," we're not sure we understand what you are referring to. If you are referring to the "review snippets" that appear on search results pages, these are determined algorithmically, like the search rankings themselves, taking into account things like keyword relevance. The process behind this is automated, so we don't have the ability to make any manual changes. It's always possible that these review snippets could change, depending on the review activity on a business page. Additionally, it appears the Specialties, History, and Meet the Business Owner sections that you have submitted are appearing in the From the Business section on your business listing: [redacted]Finally, you asked for your business to be removed from Yelp; however, we don't remove business information. While 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. More importantly, we believe that the public benefits from sharing their experiences with local businesses.Regards,[redacted]Yelp Inc.

Hi Dwayne,Thank you for your feedback.We've forwarded your response to the appropriate parties and a Customer Success Manager, Katie, will be reaching out to you to further address your concerns. You can also reach out to our Customer Success team at the email address or phone number in the Billing tab of your Yelp for Business Owners Account[redacted]Regards,HelenYelp Inc.

Initial Business Response /* (1000, 9, 2015/08/05) */
Hi [redacted],
Thanks for writing in with your concerns about the business [redacted].
It appears we previously addressed your issue about marking the business as closed in May of this year. You have again asked that your business...

listing be removed, but as previously stated, we don't remove business listing information. Yelp is allowed to publish business names and publicly available information about businesses under the well-established fair use doctrine, as well as First Amendment principles. Generally speaking, this means that we can display business names and trademarks "for purposes of comparison, criticism, point of reference, or any other such purpose." See New Kids on the Block v. New America Pub., Inc., 971 F.2d 302, 306 (9th Cir. 1992).
Please note that closed businesses are not immediately removed from Yelp search. However, they eventually stop appearing in search results over time.
Thanks for understanding.
Regards,
[redacted]
Yelp Inc.

Initial Business Response /* (1000, 5, 2015/11/30) */
Hi [redacted],
Thank you for writing. we are glad to have this opportunity to address your concerns regarding your business page for [redacted]'s [redacted]
We 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 treated. Businesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertise. Furthermore, there is zero relationship between the timing of when a review gets recommended and when a business decides to or declines to advertise: reviews can be recommended or not recommended days, weeks, or even months after they were first posted, and your Yelp sales representative doesn't have any influence over when that might happen. We 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.
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.
You also 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. You asked that we recommend the reviews that are not currently recommended, but please 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 expressed concern with a negative review. It looks like you may be referring to the review by Jennifer C. The review has been evaluated by the Yelp Support team and left up, as it was not found to be in violation of our guidelines. You claim that this is a "bogus bad review"; however, 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 or her review.
We noticed that you've already used your free Yelp for Business Owners Account to post a public comment on this review. Many 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,
[redacted]
Yelp Inc.

Hi Shannon,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Animotion Plus.You claim that you "clicked on 5 dollars a day to try it out." However, our records indicate that the sales representative you spoke with suggested...

you select with the $25 per day average budget, and that that was ultimately the budget you selected. The $25 per day average budget means your per month maximum for your ad clicks was $750. You also signed up for enhanced profile upgrades which cost an additional $2.50 per day average, or $75 per month. Thus, your total monthly maximum was $825.While a sales representative walked you through the sign up process, your advertising program was a self-serve program, which means that the business selects the amount for their ad click budget, and they have the option to sign up for enhanced profile upgrades. If you wanted to sign up for a $5 per day average budget, you would have needed to do so in step 2 of the sign up process. You also had the option to edit your campaign after you signed up.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 $825, and your programs will continue unless cancelled. With regards to your comment, "saw I just had 200 plus clicks but many were out of country," we are not sure what you are referring to. 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 (such as the user's location) about the ad clicks due to privacy concerns. If you are referring to the Activity Feed on the Activity page of your account, once a user is on your business page (regardless of whether they found it through an ad impression or through another means, such as our natural search results), additional actions they take while on your page may appear in the Activity Feed section of your Yelp for Business Owners Account. The Activity Feed shows recent activity by Yelp users on your Yelp business listing, but these users haven't necessarily found your Yelp page by clicking on your Yelp ad.Additionally, you wrote, "I just want my money back for the bot clicks." It sounds as though you may be concerned about the possibility of fraudulent ad clicks. We use a variety of industry-standard measures to detect and prevent invalid traffic and click fraud. For example, we monitor our clicks and impressions for fraudulent activity, and frequently update our filters to exclude activity from known offenders. We also subscribe to the Internet Advertising Bureau's bot list, which gives us an industry-standard filter in addition to our own more rigorous ones.  You also mentioned a "page that I was able to put in keywords for my business." It sounds as though you may be referring to the Specialties section. We want to clarify that the Specialties section is a free feature that you still have access to. For more information about how to edit this information, please visit our Support Center:[redacted] You ended your advertising program on January 1, 2018. As advertising services have been delivered in accordance with the Terms [redacted]) you agreed to, we will not be able to waive the outstanding balance of $19.98 for advertising services delivered on January 1, 2018. Once this amount is collected, you will not incur further charges. Thanks for understanding.Regards,HelenYelp Inc.

Initial Business Response /* (1000, 5, 2015/05/13) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted].
You indicated that you would like to terminate your advertising agreement. We have...

confirmed with your account manager, [redacted], that your advertising program has been terminated as of April 27, 2015, and that you will not incur any charges.
You also expressed concern that your sales representative had not followed up on your request to cancel your advertising agreement. As you may recall from the email you received from [redacted] on April 28 (the same day you filed this complaint with the Revdex.com), he confirmed that he had your advertising program cancelled. He also let you know that he had been unable to return your emails and voicemails because he had been out of the office.
With regards to your request, "I want yelp to Remove the entire business from their website," please note that we don't remove business information. While 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. More importantly, we believe that the public benefits from sharing their experiences with local businesses.
You also stated that there is or was incorrect information on the business page. It looks like the incorrect website has been removed and the phone number has been updated. However, if there are additional changes you would like to submit and if the new information is available on your website or another public-facing source, please reply to this message with a link so we can verify it and update the business page on Yelp.

Finally, you expressed concern that you have been unable to access the business account for [redacted]. We've gone ahead and added you to the business account and have sent login information to the email address you provided. If you have not seen this email in your inbox, could you try checking your spam folder as well as any other email inbox tabs you might have, such as the social tab?
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted],
Thank you for your response. I do not have any official records sent from the Account manager
"[redacted]" and " Taking Care of it" by [redacted] does not seem like an official confirmation to a contract termination deal. In order for any customer to write an official letter to Yelp one must first sign in to the account. Because I had no access to this account I could not get to the link.Everytime I called your answering service sent me to a voicemail. There was no other way of resolving this issue. As of today 5/27/2015, I will use this Revdex.com case number XXXXXXXX with your response to officially close my part in this. Thank you for fixing the incorrect information because if your impressions work as well as your company states then having the yelpers see the wrong information on your page was costing me money. Because you are representing Yelp and my business is listed on your page I suppose we will continue to do business. My concern is that your company is not equipped with the staff to manage and update customer business needs...for example the business name has changed from [redacted] fabrics and more to Owl you need is Fabrics and Crafts. The Phone number and name request have been submitted and it has not been updated. You have stated that yelp "believes that the public benefits from sharing their experience with local business. Yet again it takes so long to correct the information on your side of this webpage. I am thankful that we have this Revdex.com to assist with situations like this. I firmly believe that if it was not for this official complaint my problem would not have been resolved. I have accepted this response because the contract is terminated and no further charges apply. I have to continue to deal with the Yelp website because my business cannot be removed. Having access to my account allows me to submit information that needs to be updated but there is a lag time until the information gets updated. If yelp was a bit more helpful to new possible customers you may acquire more business. With this experience I highly doubt the possibilities of ever hiring your company to advertise for my business. Simply because yelp lacks a problem solving department. Thank you for your time and I hope that your company can become better at assisting new customers and resolving issues.
[redacted]