Yelp.com

Initial Business Response /* (1000, 5, 2015/11/11) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] Academy.
You expressed concern with a 2 star review of your business. It looks like you are...

referring to Peter W'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 review has "very inaccurate information"; 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.
You might consider sending a private message to the reviewer or posting a public comment through your free Yelp for Business Owners Account. 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. Our hope is that by utilizing these means you will be able to rectify any misunderstandings and come to an amicable resolution.
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.
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 Business Response /* (1000, 5, 2015/09/21) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] Grooming.
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 a negative review of your business. It looks like you are referring to the review by [redacted] D, as you reported this review to Yelp on the same day you filed this Revdex.com complaint. As you may recall from the message you've received from the Yelp Support team, the review has been evaluated and left up, as it was not found to be in violation of our guidelines. You claim that this review is from an ex-employee, 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 the personal experience and opinions of the reviewer, it is our policy to allow the user to stand by his/her review.
With regards to your request for your business to be removed from Yelp, we actually 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. More importantly, we believe that the public benefits from sharing their experiences with local businesses.
Finally, while our Yelp Support team doesn't offer phone based support, they do provide email based support through our Support Center (http://www.yelp-support.com). We've tried to include detailed answers to the questions we most frequently receive in our Support Center, but there may be situations you encounter where you'll need to contact our Support team for 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 /* (3000, 7, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I [redacted] I am the owner of t and j pet grooming. I raise high concern about this matter.we have had some good review over the past few months that the same day they write them they are put in a none recommend file how is that good for my business it is not good for my business. Just to let you know we have had 18 people look us on yelp this month alone and not even one lead from that came in in to our store how aare you helping me with that u are not yelp is not doing there job right maybe yelps software needs to be update. To help out with small businesses owned company like mine yelp need to go thru my reviews and look at them closer and see that all of our good review are not fake and the 2015 review need to be update and all of the 2012 and 2013 review need to be put in a none recommend file since they are one to two years old there need to be a new refesh review on my page not old ones from two years ago that is hurting my business this matter needs to be fixed and the system update on my profile. If not fixed in a timely matter I will take further action on yelp company thanks for understanding hopefully yelp will fix my issue.
Final Business Response /* (4000, 9, 2015/10/05) */
Hi [redacted],
Thank you for writing again.
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 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 asked that we recommend the newer reviews for your business, 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.
Additionally, there is currently no expiration date for reviews on Yelp but users can sort the recommended reviews to show the most recent reviews first.
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 again.You wrote, "the majority of my reviewers who have "reflected their personal experiences and opinions" are NOT being published!!!" To clarify, the Yelp Support team's evaluation of reviews against our Content Guidelines is separate from actions taken by our automated recommendation software. If a review is not recommended, that does not necessarily mean it is in violation of our guidelines.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 [redacted] and [redacted] to learn more.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/12/23) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted] D [redacted] - [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. You were also paying for an enhanced profile, which included competitor ad removal and a photo slideshow.
Per the terms of your advertising agreement, 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 October 9, 2015, your advertising program was terminated on November 8, 2015. Because your advertising program was billed in arrears, the $114.31 you were charged on December 1, 2015 was for advertising services delivered from November 1 - 8, 2015. Since you chose to end your program before the end of the 12-month term, an early termination fee of $600.00 was assessed per the terms of your advertising agreement.
With regards to your comment, "their email confirmation said no other charges would be made after cancellation," our records show that the cancel confirmation email you received on November 4, 2015 indicated that you would not incur further charges after the balance for services delivered in November and the early termination fee were collected. Specifically, the email stated: "Your program is billed in arrears, so there will be an additional balance due on the 1st of the month for services delivered this month. Finally, because you are ending your agreement prior to the end of your initial term, per your agreement, there will be a $600 early termination fee assessed to the credit card on file. After these fees are collected, you will not incur any additional charges."
As advertising services have been delivered in accordance with your contract, we will not be able to offer you a refund, but we hope you will continue to take advantage of the free features available to you on your business account to engage with the Yelp community. For guidance, please visit https://biz.yelp.com/support/using_business_account
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
YELP charged me every month for every dollar I had authorized for advertising using their services- I understand that there are no guarantees, but to not receive one shred of evidence from any source of inquiry; not one email, not one phone call, not a single FB "like", not one indication that these clicks were incurred by a live person is rather suspect. While suspicious, I can put that aside from this complaint.
My argument lies in YELP's hiding behind the letter of it's agreements with clients, and refusing to honor it's own commitment, and it's failure to respond to it's clients in any humane ethical manner.
YELP is a powerhouse at interpreting the strict enforcement of their contract when it serves their purposes, but not when it might work in the favor of the client. The cancellation fee is usurious, and draconian- but I get that, I signed the contract with that understanding. The pro-rated charges are in direct violation of their own emailed statement- and serve as salt in the wound of a bad business experience. And YELP has the power to fix the problem- but refuses to do anything about it except invest more of it's energy and revenues in maintaining it's ironclad, no-exceptions stance of "no uncollected revenue- no matter the cost."
I won't do business with any company who's inflexible and unyielding need for strict enforcement and extraction of fees is more important than any reasonable, truthful or, dare I suggest, humane treatment of its clients. While it may be immediately profitable, this disingenuous, anti-client business model will be your downfall unless changed- bad press to colleagues, co-workers, clients and friends is more costly than any refund of $114.31.
It will remain a disputed charge on my card. YELP is a shameful and dark player in the business marketplace.
Final Business Response /* (4000, 9, 2016/01/08) */
Hi [redacted],
Thank you for your additional feedback.
You wrote, "I understand that there are no guarantees, but to not receive one shred of evidence from any source of inquiry; not one email, not one phone call, not a single FB "like", not one indication that these clicks were incurred by a live person is rather suspect." It sounds as though you may be concerned about possible click fraud. We employ 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.
We also want to reiterate that your advertising program was billed in arrears and that we require 30 days written notice if you wish to terminate your advertising program. Our records indicate that you provided your cancellation request on October 9, 2015, so your advertising program was terminated on November 8, 2015. Please keep in mind that your advertising program was billed in arrears, so the $114.31 you were charged on December 1, 2015 was for advertising services delivered from November 1 - 8, 2015. You wrote, "The pro-rated charges are in direct violation of their own emailed statement," but it appears [redacted]'s email to you on November 4, 2015 indicated that you would see a charge in December for services delivered in November: "Your program is billed in arrears, so there will be an additional balance due on the 1st of the month i.e. December for services delivered this month i.e. November."
Thanks for understanding.
Regards,
[redacted]
Yelp Inc.
Final Consumer Response /* (4200, 11, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am just going to leave things here. YELP is correct as to the letter of their law, their bullet proof agreements and as "I Agree" boxes can attest- what I was hoping for was a human being who could understand what it might feel like to pay so much for something and get nothing in return, or maybe empathize with what it is to be dismayed or underwhelmed with a product after paying so much for it.
I get it....there's no winning with YELP, and wasting any more time trying to get a caring response from an inhumane, anti-customer company is futile.
Revdex.com, tell YELP "you win, the plaintiff has surrendered", but we all know they will loose playing this sad, petty game in the long run.
Much appreciated, Revdex.com...

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted]We've forwarded your message to the appropriate parties. As you may recall, a manager, [redacted], spoke with you on December 28, 2016 to discuss...

your concerns. We are refunding you the charges from November 1, 2016 and December 1, 2016 totaling $300. Additionally, we are waiving the upcoming January 1, 2017 charge for $82.58.We hope you will continue to take advantage of the free features available to you on your business account to engage with the Yelp community. For guidance, please visit [redacted]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 forwarded your message to the appropriate parties, and a director, [redacted] spoke with you on November 15, 2016 to discuss your...

concerns. As you may recall, we are refunding you $113.72.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 6, 2015/09/23) */
Hi [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 [redacted] R'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 is "false"; 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.
You also expressed concern with the photo [redacted] R posted to your business page. We have removed this photo because it falls outside our Content Guidelines.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yelp is for customers or potential customers to review businesses. If you review her "updated review" she clearly stated no intention of being a customer and also clearly states her intentions of bartering, not a method of payment I offer. [redacted] has shown Yelp a clear view of her lack of ethics and morals by posting that trumped up photo and this review that is a tantrum she is having because I refuse to trade a $100 pair of shoes for her "art". This business is 50% veteran owned. Is this how Yelp feels veteran business owners should be treated?
No leaving those lies and that tantrum up on your website is Yelp providing a venue for libelous statements. If you are going to provide a venue for people to complain, you should make them aware of the legal ramifications of their actions (and you should be aware of the legal ramifications of your inaction).
What I also find interesting is how this trite review is recommended, but a 5 star review I received from a customer is not. You all are intentionally creating a bad vision of my business on your site because you are not giving a clear and completely factual calculation / review. Aren't you all being sued by several people for this already?
I want the review removed and I want this person banned from any further harassment towards myself and my company. Your guidelines allow a person to complain about a company that won't barter with them in 2015, a company that does not list that as a legitimate form of payment? This person has blatantly states no intentions of being a paying customer. [redacted] of [redacted], ** has stalked me /my company for a year since I declined her bartering offer last year and she made my life a living [redacted] for almost two months. She is allowed to update her review after having NO business dealings with me except rude and threatening emails and you're allowing this?
You all are just as immature and disgusting as she is if you allow this sort of behavior from a child throwing a tantrum to prevail.
Final Business Response /* (4000, 10, 2015/10/07) */
Hi [redacted],
Thank you for your response.
We wanted to let you know that after further evaluation, we have removed this review by [redacted] R because it falls outside our Content Guidelines.
Regards,
[redacted]
Yelp Inc.
Final Consumer Response /* (2000, 12, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Review was removed as stated by the Yelp representative.

Hi [redacted],Thank you for your response.We've taken another look at [redacted] review, and since it appears to reflect the personal experience and opinions of the reviewer, we are leaving it intact.While we share your concern about the possibility of a defamatory review on our site, we don't adjudicate disputes between businesses and their reviewers. Congress acknowledged this predicament by passing legislation 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. S[redacted]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 reviewer 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 reviewer in order to sort out any misunderstandings.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 expressed concern with the language in a negative review. It looks like you are referring to the review by [redacted] as it appears you or one of your...

colleagues recently reported this review. Evaluating reviews for inappropriate content isn’t easy and we recognize that each person has a different tolerance for strong language. Generally, what we don’t tolerate on our site are serious threats and hate speech. We do have a fairly high bar for colorful language and try to allow users to tell their story in their own words, whether or not they had a positive experience with a business, and regardless of our own personal tastes. We hope you can understand why we ultimately didn’t conclude that the review you reported violates our terms.With regards to your comment, "we asked them to provide this patient information so we could identify and speak with him they refused," please note that we don't disclose user information under these circumstances due to privacy concerns. Please see our Privacy Policy ([redacted]) for more information about how and when we might disclose this kind of information.You also wrote, "we start asking patients to write review based on their experience in the office." 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: [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.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]Regards,[redacted]Yelp Inc.

Complaint: [redacted]I am rejecting this response because:Sincerely,John [redacted]

Hi [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 [redacted] review. Upon further evaluation, this review was found to be in violation of our Content Guidelines and has been...

removed. 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]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. We understand there are some misconceptions about this, so we invite you to visit [redacted]lf to learn more.With regards to your concern with the recommendation software, as you may have read, the goal of Yelp's recommendation software is to showcase more reliable 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: [redacted]With regards to your comment, "I also did a search for my location on their map and found I suddenly didn't appear anywhere in my area in a search for photographers," Yelp's 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.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/09/23) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] Urgent Care + Family Practice.
You expressed concern with [redacted] R's review. As you may recall...

from the message you received from the Yelp Support team, we've looked at [redacted] R's review, and since it appears to reflect the personal experience and opinions of the reviewer, we are leaving it intact.

While we share your concern about the possibility of a defamatory review 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 reviewer 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 reviewer in order to sort out any misunderstandings.
Regards,
[redacted]
Yelp Inc.

Hi Robert,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for Extra Care Contractor. You expressed concern with Robert A.'s review. We have taken another look at this review and want to clarify our policies as they pertain to...

cases like this.We encourage reviewers to use their full 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. Additionally, the only people who can speak authoritatively to a situation are the people who were there when it happened, so our moderators aren't in a position to take sides when factual accounts differ. 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. Our moderators generally aren't able to consider outside information or arbitrate disputes, if there's a disagreement over the facts of a situation.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.You may want to consider reaching out to the reviewer or publicly commenting on the review, which you can do with your free business account. 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. You can learn more about directly messaging your reviewers or publicly commenting on your reviews at [redacted]For additional guidance on using your business account,[redacted].Regards,HelenYelp Inc.

Complaint: [redacted]I am rejecting this response because:
It is very nice and well and you are using very fancy terms which are skating the basic premise that you steal money from people.
If I search for parking, and you give me web design as the result:1. You misrepresent my business
2. You falsely advertise and collect costs for each user
3. You provide REALLY BAD user experience to your users.at this time I Will Also request you to provide us for Each CENT that you charged us, from Which keyword or page URL the client clicked on our ad.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I did not sign up, I told your rep repeatedly I did not want any yelp services ever and to not call me. They continue to harass me, 
I never signed up for anything and have had the bank change the card number and block any yelp charges for the next 5 years. 
What you guys did is criminal, I don’t do any advertising and don’t want to, never have and have told you guys this repeatedly. Continue to try to charge me or continue calling me and I’m going to the state attorneys office. I’m sick of you guys. 
DisgustingSincerely,Ryan [redacted]

Hi Ted,Thanks for the feedback.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.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 while we think we do a pretty good job at it, there’s always room for improvement.Regards,HelenYelp Inc.

Initial Business Response /* (1000, 5, 2015/06/19) */
Hi [redacted],
Thank you for writing. We appreciate your bringing your concerns regarding your advertising program for [redacted] and [redacted] to our attention, and will forward your note along to the appropriate parties.
Our records indicate that you...

initially signed up for an advertising package which included video hosting. However, as you may recall, a new advertising agreement was signed at the end of April (with a service start date of May 1, 2015) to remove the video hosting feature. Additionally, you were refunded $250 in April for the $50 per month video hosting fee that had been previously charged.
You asked that we "Refund of all money," but please keep in mind that your advertising program includes other features and services. You are signed up for a Cost Per Click (CPC) program, which means you are electing to pay every time a user clicks on your ad impression. Your advertising package also includes an enhanced profile, which includes features such as competitor ad removal and a photo slideshow. As these services are being delivered in accordance with your contract, we will not be able to offer you an additional refund.
Finally, you wrote, "When our contract is up we will terminate all services and contact with Yelp." Our account management team has noted that you wish to end your advertising program at the end of your term on September 30, 2015.
Regards,
[redacted]
Yelp Inc.

Hi Gokce,Thank you for writing. We are glad to have this opportunity to address your concerns. You expressed concern with some photos. It appears you are referring to the photos posted by Alexa G. to the business page of Tj Maxx, which you've previously reported.The best business photos on Yelp...

are broadly relevant to the business. Photos that represent a more unique personal experience may be removed from the business’s photo gallery but still appear alongside the user’s review if they’ve written one, as in this case.We've decided not to completely remove the photos that you brought to our attention because they don't appear to violate anyone's reasonable expectation of privacy. For example, most photos that are taken in public or of private property that is open to the public do not violate a privacy right.That said, you might consider contacting the user who posted the photos to ask if he or she would be willing to remove the photos voluntarily. Each photo has a link to the profile of the person who posted it, and you can contact the poster using the personal messaging function on the site. For future reference, you can find our Terms of Service at [redacted]Regards,HelenYelp Inc.