Yelp.com

Hi [redacted],Thank you for writing back.  You have again alleged that Yelp manipulates reviews to favor advertisers. However, with respect to reviews, paying businesses have absolutely no advantage. The automated recommendation software does not distinguish between advertisers and free listings, and the revenue side of our business operates independently of the content side of our business, just as a newspaper might put a firewall between their advertising and reporting functions.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 recommendation 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 a review that isn’t currently recommended. This also means (and I can say this with 100% certainty) that we cannot manually manipulate the recommendation software to favor an advertiser or punish a non-advertiser. 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.

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 [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted].As you noted, you redeemed a $300 promotional ad credit. To redeem the $300 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 $300. Once the promotion runs out, advertising continues until you stop your ads through your Yelp Business Account.Your advertising program was a self-serve program, which means that ads can only be turned off by the business through the Yelp Business Account. If you only wanted to use your $300 promotion, you would have needed to log in and end the program once that credit was used. 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."Below is a more detailed description of how the promotion was applied:August 18 - 31, 2016- You received 86 ad clicks which cost a total of $128.45- $128.45 of your $300 credit was used and you paid $0September 1 - 26, 2016- You received 100 ad clicks which cost a total of $269.80- You had $171.55 remaining promotional credit for this month because it was partially used in August- You paid $98.25 for advertising services delivered in SeptemberYou noted that you were tracking your ad spend in your Yelp Business Account. In the Yelp Ads tab of your account, you can view a breakdown of how many ad clicks you received each month and your ad spend for each month. If a breakdown for each month was not visible on the default Yelp Ads page, there are dropdown options where you can view this information. Additionally, information about how much of your promotional credit had been applied is available in the Billing section of your Yelp Business Account.You ended your advertising program on September 26, 2016. We've forwarded your message to the appropriate parties for their consideration, but advertising services have been delivered in accordance with the Terms you agreed to, so at this time it appears we will not be able to offer you a refund. Thanks for understanding.Regards,[redacted]Yelp Inc.

Complaint: [redacted]I am rejecting this response because:  If a business can show proof that these are legitimate clients, Yelp's "system" should not be able to override.  The only reason many of MY customers went to [redacted] in the first place (so, in essence, I sent YOU potential customers when I told them I am on Yelp!) is because ... they asked where they should write a review and I told sent them to [redacted] - only to be "Not Recommended."  There is no rhyme or reason to which reviews are rejected - not number of reviews submitted by the reviewer or content.  None of this happened until I received the phone call from [redacted] soliciting advertising.  I know what [redacted] SAYS, but I also know what myself, as many others across the internet, have experienced.  It is extortion, no matter how you define it.Sincerely,[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.
 
Your "software recommendation" is not right. It's so strange that my reviews are "recommended" at first  but later on when the business complains about my reviews then you move it. 
You have double standards and it isn't fair. I changed the wording in my reviews and it still goes to the "not recommended" reviews. 
Either you are getting something from the business to be unfair like this, or you are discriminating my reviews because I'm hispanic. 
 
Your "software system " is just a lie because there is someone manipulating the reviews on the other side. 
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
I have never done business with the person who left this review. How can someone slander my business name that I never met. As stated in your guidelines consumers must be accurate and truthful and be able to back up their review.
 
"Accuracy: Make sure your review is factually correct. Feel free to air your opinions, but don't exaggerate or misrepresent your experience. We don't take sides when it comes to factual disputes, so we expect you to stand behind your review."
Quoted from your guidelines.
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/21) */
Hi [redacted],
Thank you for writing regarding your advertising program for HVAC Services 4 You. We are still looking into this and will respond with additional information soon. We appreciate your patience in the...

meantime.
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 regarding the Yelp page for [redacted]
You asked for this page to be removed from Yelp, stating that [redacted] "is NOT a...

business." While most listings on Yelp are for businesses, other services or organizations for which there is some kind of local experience or interaction are also eligible to be listed on Yelp. Additionally, please note that we don't remove listing information. While some 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 organizations.
With regards to your comment, "The "reviews" posted on your site are slander and defamation of character," we assume you are referring to the reviews by [redacted] S, [redacted] N, and [redacted] W, as you've previously flagged these reviews. As you may recall from the messages you received from the Yelp Support team, the reviews 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.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reviews ARE slander and defamation. I have never given Yelp permission to use [redacted] and your website is not above the law.
I will be writing to the President of Yelp, the Department for Consumer Affairs, and the State Attorney General among others until this is resolved.
I want my individual account with Yelp deleted and rest assured I will share this experience with everyone I know.
Final Business Response /* (4000, 9, 2015/05/29) */
Hi [redacted],
Thank you for your response.
You wrote, "The reviews ARE slander and defamation." While we share your concern about the possibility of defamatory reviews on our site, we don't adjudicate disputes between businesses and their reviewers. Congress acknowledged this predicament by passing [redacted] that provides statutory immunity to online service providers such as Yelp for the content of third-party posts. See 47 U.S.C. §230. The case law is clear on this point in support of online service providers because of concerns that they would otherwise be forced to remove third party posts every time someone raised issue with their contents. See Carafano v. Metrosplash. com. Inc., 339 F. 3d 1119 (9th Cir. 2003); Zeran v. America Online, Inc., 129 F.3d 327 (4th Cir. 1997); Barrett v. Rosenthal, 40 Cal. 4th 33 (Cal. 2006).

That said, we will revisit your request if you provide to us a final judicial determination that the contents of a review are defamatory and will, at our discretion, take appropriate action with respect to the review and the user responsible for the review.

We encourage you to contact the reviewers directly using the private messaging function on our site in order to constructively address your concerns. We do not recommend that you engage in anything other than a well-meaning dialog with the reviewers in order to sort out any misunderstandings. To create a free Business Account, go to: https://biz.yelp.com/
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).
Regards,
[redacted]
Yelp Inc.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns. Please note that we were unable to locate your business page based on the information you provided.You asked for your listing to be removed from Yelp; however, we don't remove business listing...

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.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.With regards to your comment, "Yelp should be required by law to show ALL review not just the review they chose to show," 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. See Cara[redacted]).For more information about recommended reviews, please visit our Support Center: [redacted]Regards,[redacted]Yelp Inc.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted].You wrote, "Unbeknownst to me my name and psychotherapy business is posted on Yelp as if it's the yellow pages. [...]  I told them I never agreed to...

advertise with them." To clarify, having a business page on Yelp is free. We license basic business information from third party data providers who gather this type of information from public records and other sources. We 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 business to be removed from Yelp. As you may recall from your previous correspondence with my colleague [redacted], we don't remove business information. We believe that the public benefits from sharing their experiences with local businesses, and this kind of information is publicly available and its use is protected under the law.With regards to your concern with a 1-star review, it looks like you are referring to the review by [redacted]. We have taken a second look at this 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.We also want to address your comment, "There should be a disclaimer or rebuttal area." With a free Business Account, you can privately message the user or publicly comment on the review.You can send private messages or post public responses to reviews of your business by logging in to your Business Account at [redacted], clicking on the "Reviews" link in the left-hand sidebar, and then clicking "Send Private Message" or "Add Public Comment" below the specific review. Please note that in order to message users or publicly comment using your Business Account, we require business owners to upload a photo of themselves. Once you've uploaded the photo and it has been approved by our staff, this function will be enabled on your account.For guidance on using your Business Account, check out [redacted]Regards,[redacted]Yelp Inc.

Complaint: [redacted]
I am rejecting this response because:I am waiting on [redacted] at Yelp to reply to my email since I have asked her to call me so I can pay the $570 and be done with this nightmare. I have kept track of my weekly reports from YELP during advertising, and there was no change in leads or exposure, so basically, I have been paying a LOT of money for nothing. I was over promised a lot of things and now that I signed on the dotted line; things were under delivered. I never once received the service that I was verbally told that I would, and more times than none, I wait up to a week for a reply to my concerns. You expect your victims to hold up their end of the bargain, and we expect Yelp to follow through with what was verbally promised. A verbal contract also has value, or should!I have kept all emails to Yelp and from Yelp showing my dissatisfaction and not once was my dissatisfaction remedied. I am very surprised that Yelp is still in business based on the severity of complaints. Just on Revdex.com, Yelp has 98% negative claims addressing the same issue's that I am. I wonder how long it will take this time to get an answer to my most recent email that I have sent to Yelp.
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: While Yelp pays lip service to balanced and fair postings, the fact remains that Yelp attracts people with emotional problems who take out their anger and frustrations with arbitrary, largely factious reviews.Sincerely,Mac[redacted]

Initial Business Response /* (1000, 5, 2015/12/07) */
Hi [redacted] and [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted]
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 expressed concern with some negative reviews. It looks like you are referring to the reviews by [redacted] B and [redacted] K. We wanted to let you know that we have closed [redacted] K's account for violations of our Terms of Service. With regards to [redacted] B'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 "This person wasn't even a customer"; 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.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello [redacted],
Before posting our complaint on Revdex.com, we had contacted Yelp to correct this issue, however we were told from customer service and management that Yelp only displays posts that are obviously a real customer in that they've posted a few other reviews on different companies previously, otherwise they aren't deemed relable or real. So we researched and found that several of the people who left good posts about us that are hidden have previously left reviews for other businesses and some of the bad reviews had never left or only once left reviews on other businesses. All we ask is that you display all reviews unless proven unfounded so that it is fair for all businesses because you are hurting many good businesses because of slander being allowed and good reviews being hidden. That its automated doesn't make sense and is unacceptable.
We still get calls from Yelp trying to get us to pay for advertisement and we won't be signing up unless your unfair practices cease beforehand. Other businesses have posted videos stating that once they started paying for your services then you revealed all of their reviews. This is wrong and unethical!!
Final Business Response /* (4000, 9, 2015/12/21) */
Hi [redacted] and [redacted],
Thank you for writing back.
While the recommendation software looks for people who are intrinsically motivated to share the wide range of rich and detailed experiences they have every day with local businesses, it's important to keep in mind that the software looks at many different signals when determining whether or not to recommend a review.
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.
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.
We also 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 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.
Finally, if you no longer wish to receive communication from our Sales team, please let us know.
Regards,
[redacted]
Yelp Inc.

Complaint: [redacted]
I am rejecting this response because: its garbage!  How on earth can I have  17 un-recommened reviews, all of which are raving about the company & the only one you seem to want to show is the bad one.  In addition, usually my clients do become friends as I have just helped them through a stressful time and they are tickled.  So your responses as to why my reviews aren't showing up and factored into my total star count, in my opinion is a load of crap!  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/07) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns.
You expressed concern that your address was listed on the business page for [redacted]. We have removed the street address from...

this page and apologize for any inconvenience: http://www.yelp.com/biz/[redacted].
Additionally, while our Yelp Support team doesn't offer phone based support, we encourage you to visit our Support Center at http://www.yelp-support.com if you have further questions or concerns in the future. 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 assistance. For these specific situations, there are articles in the Support Center that include submission forms to inquire about the issue.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I check their website , and noticed they removed the address.

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 were electing to pay every time a user clicks on your ad impression. You were also paying for an enhanced profile (which included features such as competitor ad removal and a photo slideshow), featured video, and call tracking. It looks like your advertising campaign was terminated on May 23, 2016.We've forwarded your message to the appropriate parties for their consideration. That said, it appears at this time you are responsible for the remaining balance of $423.42 for advertising services delivered May 1 - 23, 2016.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/04/24) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns.
You expressed concern that your review of Discover Card is not currently recommended. As you may have read, we use automated software...

developed by our engineers to recommend reviews from the Yelp community, with the goal of showcasing more reliable content. The recommendation software establishes an objective standard against which every review can be measured, and it 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 "Return the aforementioned review to 'recommended' status," 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
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, I find Yelp's response to be both disappointing and disingenuous. The mere fact that their software algorithm, approximately 72 hours later, found my 100% fact-based review that could save a potential consumer thousands of dollars annually to be unworthy of being recommended, reveals just how flawed their algorithm is. Furthermore, to suggest that they do not have direct access to the database that their software interfaces with is being disingenuous. For example, when a review is found to contain inappropriate content by a human, someone at Yelp. with appropriate access rights, can then access the database directly and remove such content. Therefore, their refusal to humanly intervene in this case is a matter of choice, not capability.
Final Business Response /* (4000, 9, 2015/05/07) */
Hi [redacted],
Thank you for your response.
You wrote, "when a review is found to contain inappropriate content by a human, someone at Yelp. with appropriate access rights, can then access the database directly and remove such content. Therefore, their refusal to humanly intervene in this case is a matter of choice, not capability." 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 review. That said, please note the action that the Yelp Support team takes against reviews that fall outside our guidelines is separate from actions taken by Yelp's automated recommendation software.
It 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 a business 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 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.
Final Consumer Response /* (4200, 11, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Yelp representative,in her most recent response ,now admits that they are capable of accessing the database directly, yet they still refuse to intervene in this matter where it is obvious that their software algorithm has failed to properly rate a 100% fact-based review that could potentially save consumers up to thousands of dollars annually.

Hi Rhys,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for You Move Me Vancouver Island.As you may have read, 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. This means Yelp doesn’t recommend every review from every user and is automated so that it can apply the same objective standards to every business and every review. This is very different from other sites that tend to feature every single negative rant and positive rave. 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. 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]You also expressed concern about a review "from a customer who we can't even confirm was actually a customer of ours." It looks like you are referring to the review by Gordon G. We have taken another look at this review and want clarify our policies as they pertain to cases like this.We encourage reviewers to use their real names on Yelp, but this isn't an absolute requirement and many people don't. As a result, it may be difficult to match up a reviewer's name to the records maintained by many businesses, and our moderators aren't in a position to arbitrate these situations. As long as a review appears to reflect the reviewer's personal experiences and opinions, we'll generally allow them to stand behind their review.With that in mind, we’ve taken another look and we stand by our original decision to leave the review up, as we did not find it to be in violation of our guidelines.It looks like you or one of your colleagues has taken advantage of the messaging features on the business account to directly message the reviewer and publicly comment on the review. While it is ultimately up to the reviewer to decide if they wish to engage further, responding to your reviews can show both the reviewer and visitors to your Yelp page that you care about your business. To learn more about responding to reviews, visit [redacted]. And for additional guidance on using your business account, visit[redacted]Regards,HelenYelp Inc.

Hi [redacted],Thank you for your response.We first want to address your comment, "That signature does not look like my secretary's signature." To clarify, generally speaking, an advertising agreement is sent to the business account holder's email address via Echosign, a program that collects electronic signatures for purposes such as remote contract signing. The agreement is then e-signed, meaning a name was typed in indicating acceptance of the terms of the agreement. With regards to the appearance of the “signature”, with Echosign, the program creates a stylized signature for the person who e-signs the agreement, which may be why you don’t recognize the signature's appearance.With regards to your comment, "it was for a 12 month run, with it ending after the that, any month to month was never mentioned," information about the month-to-month auto-renewal was on the first page of the contract [redacted] signed on June 25, 2013. You also wrote, "we never received that form that you submitted." If you are referring to the contract, our records indicate that on June 25, 2013 a copy of the contract was initially sent to [redacted] for signature, and then sent to [redacted] for signature instead. The document was viewed and electronically signed by [redacted], and a copy of the signed document was emailed to both [redacted] and [redacted]. Finally, you wrote, "we have not been at that location for over 3 years." Please note that the contract was signed over three years ago, on June 25, 2013. Since then, the address on your business page has been changed from your [redacted] address to your [redacted] address, but this did not affect your advertising program.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 for [redacted].We appreciate your feedback, and have forwarded you message to the appropriate parties. As you may recall, an account manager, [redacted], reached out to...

you by voicemail and email on August 11, 2017 to let you know that we will be refunding you a total of $57.35. Please note that it may take up to 10 business days for this to post to your account, and please feel free to reach out to our account management team if you have further questions. Regards,[redacted]Yelp Inc.