Yelp.com

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted].We've forwarded your message to the appropriate parties. As you may recall, my colleague [redacted] emailed you on February 13, 2017 to let you know that for now we...

have decided to remove the Consumer Alert from your listing.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/07/13) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted].
You expressed concern with a negative review. We assume you are referring...

to the review by [redacted] M as you've previously flagged this review. 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 a competitor; however, based on what we see in the review, we can't confirm that the user has a conflict of interest with the business. You also wrote, "I have video proof that this individual was lying," but please note that as frustrating as it may sound, we don't take the place of a court of law and make evidentiary determinations. 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.
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.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is CURSING on that review which is a violation of YELP's policy concerning the use of profane language. This person is a competitor who operates with someone from a competitive business as well.
Final Business Response /* (4000, 9, 2015/07/23) */
Hi [redacted],
You have again stated that the review by [redacted] M should be removed. However, we don't take sides on factual disputes, so we can only therefore reiterate what we previously communicated to you: if a review appears to reflect the user's personal experience and opinions, we allow the user to stand behind their review. We realize that different people have different tolerances for strong language, but our bar is pretty high so that we can allow reviewers to tell their story in their own words even when things get colorful.
Thanks for understanding.
Regards,
[redacted]
Yelp Inc.
Final Consumer Response /* (4200, 11, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
'Cursing and profane language' is specifically not allowed according to this company's policy! They wrote this policy & it is on their website! Why are they now violating their own written policy that is publicly advertised? This foul review has profane language in it!!!!!
This fact has A**OLUTELY nothing to do with whether the company agrees or disagrees with the person's comment. It appears that discrimination is occurring here because I refused to pay $300/mo to them for their "advertising" the
business when it was open! I had received at least 4 phone calls a day by YELP SOLICITORS practically demanding that I subscribe to their 300/mo advertising service!!!
Immediately after I refused their repeated attempts this company "did not recommend" FOUR positive reviews from OTHER CLIENTS and basically deleted them from my business's YELP review summary!!! But they ALLOW a profane ridden review that violates their own published policy for businesses??
[redacted]This was not a coincidence! When I complained about their complete omission of all of my business's positive reviews, I was told over the phone that these clients were my "friends and were not verified or acceptable"!!!
In addition, the customer service response was discriminatory as well! When I continued my complaint about them deleting all of my company's positive responses in writing, their response was that "the deletion of the FIVE positive responses was the decision of their computer software that they had in place." More ** from this company. This is a fraudulent service that practices significant discrimination against business owners who refuse to pay $300/mo that literally bumps other businesses to the bottom of the web search and places the PAYING business at the top of their web search! FRAUDULENT company!!!

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]'s Landscaping & Design, Inc.
We first want to make sure you know that a business's decision whether or not to...

advertise on Yelp does not affect how the reviews on its listing are 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 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
Finally, with regards to your comment, "Yelp ... sent emails to existing customers that had previously reviewed us on Yelp specifically sharing the bad reviews asking for them to come and view the bad review," Yelp does not send messaging like what you describe. If you have a copy of the email you are referring to, please copy and paste it in your response (including the headers) so that we can look into this further.
Regards,
[redacted]
Yelp Inc.

Initial Business Response /* (1000, 5, 2015/06/22) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns.
You expressed concern that your review of [redacted] was removed. We wanted to let you know that we've reevaluated your review and it...

has been reinstated.
We also want to address your comment that "A few months later, I received a message from a random person on Yelp claiming that I was an '[redacted]' for posting my review. That person went on to physically threaten me and my family, claiming that he knew where I lived." If you are concerned about your safety outside of Yelp and believe you are being harassed or threatened, please consider contacting the authorities. If the message you are referring to is a private message, and if you believe it violates Yelp's Content Guidelines (http://www.yelp.com/guidelines) please report the message exchange following these instructions so it can be evaluated by our moderators: http://www.yelp-support.com/article/How-do-I-report-a-private-message?l=en_US. If the message you are referring to is a Compliment and if you believe it violates Yelp's Content Guidelines (http://www.yelp.com/guidelines) please take a screenshot of it and include it as an attachment in your response so that we can look into this further.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for reinstating my review. Back in January 14, 2015 I sent an email to Yelp explaining that I was being harassed and threatened via "compliments." I received a response that suggested I block the user or ignore the messages. I gave birth to my daughter the following month so I gave the matter no further attention. Then on April 18, 2015 I received another compliment from the same user stating that he apologized for threatening me and that he had completely forgotten about the incident until a "friend of mine" tagged him in a photo but I have no idea what "friend" he's talking about. I just want to be done with all of this. It is unbelievable that I've had to go through all of this simply for posting a review based on the conduct of a restaurant owner. I tried to attach the screenshot but the text box will now allow attachments. Again, thank you for reinstating my review and responding to this complaint.

Initial Business Response /* (1000, 5, 2015/10/19) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] Motor Cars.
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.
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 wrote that you "offered to send documents to prove these customers are legitimate," 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
We also want to address your comment, "They have gone as far as allowing reviews from identities that we have never conducted business with. The fake identities in those cases have names and a description of vehicles that are nowhere to be found in our records." Please note that while we encourage Yelp members to use their real names, it isn't a requirement. Additionally, 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.
That said, you can report a review that you think may violate Yelp's Content Guidelines (http://www.yelp.com/guidelines) by clicking the flag icon next to it. You'll need to be logged into your account in order to view the flag icon.
While reporting content doesn't guarantee that it'll be removed, our team looks at every inquiry and carefully evaluates the content against our guidelines. Each case will be reviewed by our team in the order it was received. Typically, you will receive a response to your report within a few business days. If you don't believe you've received our response, please be sure to check all email and spam folders (you may want to add [redacted]@yelp.com to your contact list).
For instructions on how to report content, please visit:
http://www.yelp-support.com/article/How-do-I-report-a-review?l=en_US.
You also indicated you have been unable to log in to your business account. It looks like you have claimed the business page using a different email address than the one you provided when you filed this Revdex.com complaint. While don't disclose this information, I've emailed a password [redacted] message to the address associated with the account.
Could you also check to ensure that you are logging into Yelp for Business Owners and not the regular site for personal accounts?
Business Account Login: https://biz.yelp.com
Password [redacted] https://biz.yelp.com/forgot
If you continue to have issues accessing your business account, please contact our Support team at http://www.yelp.com/support/contact/questions
Finally, if you no longer wish to receive any communication from our Sales team, please let me know.
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 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]Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/08/13) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted].
You 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. 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
We also want to address your comment, "More and more we are finding consumers using these message boards as a form of extortion - we have been threatened numerous times when we have not accepted someone's offer on a vehicle, that they will post a negative review about us." It's important to distinguish between customers who have a negative experience and let the business know that they intend to talk about it on Yelp versus those who might go from business to business threatening to fabricate negative reviews for special treatment.
You can report a review, photo or video that you think may violate Yelp's Content Guidelines (http://www.yelp.com/guidelines) by clicking the flag icon next to it. You'll need to be logged into your account in order to view the flag icon.
While reporting content doesn't guarantee that it'll be removed, our team looks at every inquiry and carefully evaluates the content against our guidelines. Additionally, please note that we don't take the place of a court of law and make evidentiary determinations. Each case will be reviewed by our team in the order it was received. Typically, you will receive a response to your report within a few business days. If you don't believe you've received our response, please be sure to check all email and spam folders (you may want to add [redacted]@yelp.com to your contact list).
Regards,
[redacted]
Yelp Inc.

Initial Business Response /* (1000, 5, 2015/08/13) */
Hi Bernard,
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for American Lifeguard Association.
You expressed concern with the review by Alli D. We have removed the review...

by Alli D 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.
You also stated that you were unable to claim your business page. Please note that in order for a business page to be eligible for claiming, we require a phone number to be listed on it. You can submit a phone number for your business by clicking "Edit Business Info" on your Yelp business page. Once the phone number has been approved by our User Support team you'll be able to use that number to complete the unlocking process by going to https://biz.yelp.com/signup_business or by clicking on the claiming link on your business page.
Regards,
Helen
Yelp Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:
How can you work for Yelp and claim you cannot "locate" our business listing when I ,who does not work for Yelp, can see and find it within seconds.
I also like how Yelp jumps right to noting lawsuits protecting their practices. I take it we are not the first business to find fault with your practices. 
Why not show reviews in date order? I would think if you are trying to "properly inform" the public the most recent business encounters would be the most accurate information.
I am prepared to see this as far as it needs to be to make sure my business is represented properly. Yelp is not taking into consideration that their faulty business practices could possibly cause harm to hard working people.
I have a feeling if I took one of your 20 plus sales calls a week we get from yelp and signed up to pay for your services our listing would magically change to more positive reviews. Sincerely,[redacted]

Initial Business Response /* (1000, 10, 2015/07/01) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for My Dr Now.
You expressed concern with a review. We assume you are referring to the review by ** V, as you've...

recently flagged this review. As you may recall from the message you've received from the Yelp Support team, we have removed the review by ** V because it falls outside our Content Guidelines.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (2000, 12, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your help, it is much appreciated.
Final Business Response /* (4000, 18, 2015/07/14) */
Hi [redacted],
Thank you for writing again.
If you are referring to [redacted] O's review, we wanted to let you know that after further evaluation, we have removed this review because it falls outside our Content Guidelines.
For future reference, if you have already received an email from us about our decision to remove or leave up content you reported and would like us to take a second look, you can submit a new inquiry by providing the case number (this is provided in our previously emailed response to the content you flagged) here: http://www.yelp-support.com/article/Can-I-request-a-second-evaluation-of-somethi...⇄ /> Regards,
[redacted]
Yelp Inc.

Hi Eric,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Windows Of Hope Services.You expressed concern that advertising continued after your initial 3-month term. The terms stated in your advertising agreement with Yelp...

were:"Commitment Period: 3 months from Service Start Date""Automatic renewal: Month-to-Month"That is to say, once you've completed your initial three-month term, your advertising continues to renew automatically on a monthly basis until we receive a cancellation request from you. Additionally, per the terms of the advertising agreement you signed, we require 30 days written notice to Yelp's account management team if you wish to terminate your advertising program.This automatic renewal and 30 days notice requirement were also stated in the "Your Ads Are Live" email we sent you on September 29, 2016: "Note: After 3 month(s), your advertising will continue on a month to month basis. If you intend to cancel your program at any point after your initial term, written notice must be submitted 30 days in advance of your desired date of cancellation."Our records indicate your advertising program began on September 29, 2016. Our account management team reached out to you on September 30, 2016 and October 21, 2016 to review the program you signed up for, but it appears you were unable to talk at those times. It does not appear that you called or wrote back to our account management team until you called on February 7, 2017, at which time you indicated you wanted to cancel your advertising program. As you provided your cancellation request on February 7, 2017, your advertising program was cancelled as of March 10, 2017, per our 30 days notice requirement. Because your advertising program is billed in arrears, a final charge of $154.46 was collected on April 1, 2017 for the advertising services you received from March 1 - 10, 2017.As advertising services were delivered in accordance with the advertising agreement you signed, we will not be able to offer you a refund. Thanks for understanding.Regards,HelenYelp Inc.

Initial Business Response /* (1000, 5, 2016/01/08) */
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 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.
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 your raking in our search results. 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 Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for Revdex.com's mediation effort and Yelp's response. However we still can't get rid of those suspicion that Yelp put their hands on rating and reviews. Some places only bad reviews are not recommended , and other places mostly good reviews are not recommended to keep a certain level of stars all the time.
Yelp should stand on neutral position, this means Yelp should not try to kill those businesses who don't accept their solicitations.
Sometimes customers post a unfair reviews that can damage local businesses for unfair reasons. For example, we have a bad review from a person named [redacted] on 2/06/2012. This is a order she placed online and delivery location was Hemit, CA, which is more than 200 miles round trip from Torrance. Flower shops have wire services network and when delivery location is not local, they send orders to another shop nearby destination area. We explained this customer who took care of this order in Hemit,CA and the shop information was given and $20 was refunded( this flower was $52.95) and if she give us a chance to do local service we'll give her some type of credit. Anyway this person placed a 1 star review and again 2star review on Yelp and this did a considerable damage to our reputation for something we didn't do. Yelp should move this type of review to not recommended side.
Yelp should not take on one side, they should be fair and neutral. Yelp also should not act like a judge who decides who will live and who will die.
Thank you for reading this complaint. Once again we appreciate what Revdex.com do for everyone.
Final Business Response /* (4000, 9, 2016/01/27) */
Hi [redacted],
Thank you for your response.
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 not recommend 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.
You also expressed concern with [redacted] K's reviews of your business. 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. 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 Business Response /* (1000, 5, 2015/09/01) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] Home Services.
We want to first address your comment that "We suspect Yelp has targeted our...

business." We want to assure you that Yelp does not retaliate against businesses for any reason, including asking questions, expressing concerns or filing complaints.
We also want to be clear that 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 expressed concern with a review of your business. We assume you are referring to the review by [redacted] P, as you've previously written in about this review. As you may recall, 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 stated that you have "ample documentation ... proving our case," but as frustrating as it may sound, we don't take the place of a court of law and make evidentiary determinations. Additionally, 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 wrote, "any time a representative tries to sign on to Yelp through the Business Owner's portal, Yelp presents them with a threatening message, saying that billing is past due and that [redacted] Home Services owes Yelp $400" and that "none of our company representatives can make any alterations to our Yelp page." Please note that you should still be able to access the features of your Business Account, even if you have an outstanding balance. If an Account Past Due pop up message appears when you log in to your Business Account, you can close the message by clicking the X in the upper right corner of the pop up.
Your advertising program has been terminated as of July 17, 2015. Because your advertising program was billed in arrears, there was an additional balance due on August 1, 2015 for services delivered in July. You are currently responsible for an outstanding balance of $400 for advertising services delivered in June and July. As advertising services have been delivered in accordance with your contract, we will not be able to waive the outstanding balance. Once this amount has been collected, you will not incur further charges. You can update your credit card information by logging in to your Business Account at https://biz.yelp.com/ and clicking on the "Update Credit Card" button.
Regards,
[redacted]
Yelp Inc.

Hi [redacted],Thank you for your response.Please be assured that your advertising program was a cost-per-click auction-based auto-bidding program. We want to reiterate that the price you paid per click was based on competition and relevance, and was always the least amount needed to win the click. We aimed to maximize the number of clicks you got for your budget over the course of the month. Advertisers should plan to have 100% of their budget fulfilled, and you were never charged more than the $300 per month you agreed to. Additionally, while we understand your concerns about the amount of fluctuation you saw in the price per click, please note that neither the sign up flow nor the Ads and Upgrades Terms indicated a minimum or maximum cost per click.Advertising services have been delivered in accordance with the Terms you agreed to, so we will not be able to waive the outstanding balance of $142.76 for advertising services delivered in November. Thanks for understanding.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 your message to the appropriate parties for their consideration. As you may recall, a manager,...

[redacted], emailed you on July 6, 2017, to provide you with some additional details about how the promotion was applied and what you were charged for.Our records indicate you redeemed a $300 promotional ad credit on May 11, 2017. 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. Once the promotion runs out, advertising continues until you stop your ads through your Yelp for Business Owners Account. You initially set your Cost Per Click monthly budget at $450, and also signed up for enhanced profile features which cost $75 per month. That same day, shortly after you signed up for your ad campaign, you decreased you Cost Per Click monthly budget to $300 but kept the $75 per month enhanced profile features. Then on May 12, you increased your Cost Per Click monthly budget back up to $450, and kept the $75 per month enhanced profile features.Your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners 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. During 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.You can view a breakdown of how many ad clicks you received by logging in to your Yelp for Business Owners Account at https://biz.yelp.com/ and then clicking on the Yelp Ads tab.Please also keep in mind that your advertising program was billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month. Thus, the $336.07 you were charged on July 1 was for advertising services you received in June.Your advertising program was terminated on July 3, 2017 per your request. As advertising services have been delivered in accordance with the Terms you agreed to, we will not be able to waive the remaining balance of $37.68 for advertising services delivered from July 1 - 3, 2017. Once this amount is collected, you will not incur further charges. Thanks for understanding.Regards,[redacted]Yelp Inc.

Revdex.com,
I am not satisfied with the amount due to the fact that i received no business whats so ever and I am still getting harassed from solicitors due to my company listed with yelp.com.  I would like to receive my entire amount back of $1597.00
Complaint: [redacted]I am rejecting this response because: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]. You indicated you sent a cancellation email on April 18, 2017, but please note that we require 30 days written notice to your account...

management contact if you wish to terminate your advertising program. With that in mind, your advertising program was terminated on May 17, 2017.Additionally, please keep in mind that your advertising program is billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month. Thus, the $850 you were charged on May 1, 2017 was for advertising services you received in April, and the outstanding balance of $553.69 is for the advertising services you received from May 1 - 17, 2017. Once this amount is collected, you will not incur further charges. Thanks for understanding.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2016/01/05) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted].
While we enable business owners to submit changes to their page on Yelp, our moderators evaluate...

those changes to ensure they meet our standards. Additionally, we generally don't remove business pages because our use of this information is protected under the law. From publicly available sources, your business appears to be in operation.
That said, if information confirming that your business has closed 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 /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Are you trying to say that you have control over my business, under law? What law?
Your use of my business is protected under law? That statement in and of itself is against the law.
When my website goes down is none of your business. I have not done the business in months. I've just found someone to take it down for me, but again, THAT IS NONE OF YELP'S BUSINESS, BY LAW.
UNDERSTAND? And if you don't take it down within a week, I'm suing.
Final Business Response /* (4000, 9, 2016/01/13) */
Hi [redacted],
Thank you for your response.
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).
We're still unable to verify that your business has closed, but you are welcome to share with us any links that would help us confirm that information.
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 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]You also wrote, "Two of the reviews have flat-out lies in them which I can document, and also violate Yelp's guidelines." Please note that as frustrating as it may sound, we don't take the place of a court of law and make evidentiary determinations. In general, 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. That said, if there are specific reviews you feel may violate Yelp's Content Guidelines [redacted] please provide us with the names of the reviewers. If you have not yet reported these reviews to our moderators, you can do so by finding the content in question, clicking the flag icon on the website or the More Options/Overflow Menu (3 dots) on the app. You'll need to be logged into your account to report content.To learn more, please visit: [redacted]While reporting content doesn't guarantee that it'll be removed, our team looks at every inquiry and carefully evaluates the content against our guidelines. Each case will be reviewed by our team in the order it was received.Regards,[redacted]Yelp Inc.

Complaint: [redacted]I am rejecting this response because:
The review made by [redacted]. was an accusation. I have no records of may in my appointment book and never seen her. I have tried to resolve this issue by reaching out to [redacted]. to discuss this matter in a business relation but [redacted] only continued to post negative things on my page. This is not just slandering, it's harassment as well. [redacted] made up stories just to hurt my business even when she was not even a client of mine. I've noticed that she also placed a negative review on another massage shop. I feel like your company should indeed contact the person whom is trying to cause chaos by posting negative reviews on Yelp.
Sincerely,[redacted]