Yelp.com

Initial Business Response /* (1000, 5, 2015/09/14) */
Hi Dr. [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] Dental Arts.
We realize you are frustrated, but 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. That being said, it appears [redacted] S's review reflects his firsthand experience at [redacted] Dental Arts, and the review will be left intact. As you may recall from the correspondence you've had with the Yelp Support team, 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, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The review that [redacted] S has left for us is not about a firsthand experience. It's about receiving a refund. Please read the short review again. The reviewer does not discuss any experience on the visits leading to, during, or follow ups after the procedure (this operation is a long process not a single visit) at all but just the fact that he is entitled to a refund. Further, for your information, the procedure was done more than two years ago. The reviewer has no single prior review on Yelp explaining any other firsthand experiences. The review showed up only after our office called him to inquire about the unpaid portion of his bill. Apparently he was happy with the experience until he was asked to pay for it. We, unequivocally, believe Yelp is providing a platform for this reviewer to extort money from our practice. If Yelp is genuinely interested in getting to the bottom of the situation, it is very easy for us to provide proof that the reviewer is not sincere on his claim about our practice. Also, as you may recall from the same referenced correspondence we've had with the Yelp Support team, you mentioned our recourse would be to leave a public response to the review. We like you to let you know that is not an option in this case. By posting an X-ray which includes his first and last name, the patient has put his full identity right in the review. Any response to this review would be confirming his personal medical treatment that would put us in violation of state and federal privacy laws (e.g. HIPAA: http://www.hhs.gov/ocr/privacy/). I understand Yelp's general guidelines on this, however, unlike typical reviews on Yelp, this is not an anonymous one. Having the patient's full identity in the review, prevents any type of response we can provide, let alone discussing his treatment and why we think we are right. Given the situation, the choice of responding publicly is not an option. So we find ourself in an unfair disadvantage. And that is one more reason why we believe the review should be removed.
Final Business Response /* (4000, 9, 2015/09/21) */
Hi Dr. [redacted],
Thank you for your response.
You have again expressed concern with the review by [redacted] S. 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. You also noted "the procedure was done more than two years ago," but please keep in mind that users are welcome to post reviews based on their experiences, regardless of when they occurred.
Additionally, while we appreciate your reservations to post a public comment, we encourage you to consider ways in which you might utilize this feature without revealing confidential information. You might, for example, ask the reviewer to contact you off the site to discuss these issues further or make general clarifications about your business.
Regards,
[redacted]
Yelp Inc.
Final Consumer Response /* (4200, 11, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yelp did not propose ANY resolution! In fact, they have taken no step toward resolving the issue and do not seem genuinely interested in understanding and addressing it. From their generic responses, they do not seem to even have grasp of circumstances. E.g. They suggest to "ask the reviewer to contact you off the site to discuss these issues further". We have been in contact with the reviewer multiple times as clearly mentioned in the complaint and his only interest is to obtain a refund. We strongly believe in resolving misunderstandings through communication, however in this case, there is no misunderstanding on reviewer's part about the service received. He has set his mind on getting his money back. We have made that clear to Yelp through our communications with them and here again. By saying that over and over, Yelp is indirectly suggesting for us to pay the reviewer off. They are also suggesting, again and again, to leave a public comment to "make general clarifications about your business". As much as we have explained both directly to them and here, in this particular case, the review is not of a generic Yelp reviewer. It is of Mr. XXX XXXXX doing an exact procedure with medical X-ray of procedure posted. And the identity is publicly displayed on the X-ray picture of the patient. So unless our comment would be this is not about our practice (in case that would have been true), any other comment would be confirmation of Mr. XXX XXXXX's medical treatment in our practice. This is against state and federal privacy laws. We have previously brought to to Yelp's attention that we know of colleagues that are facing law suites for doing exactly that. In summary, we believe Yelp showed no interest in resolving the issue. Thank you for giving us the opportunity to communicate with them.

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 some reviews. It looks like some of the reviews have already been removed due to violations of our Content Guidelines,...

but that a review by [redacted] had been left up. We wanted to let you know that after further investigation this review has been removed and the account has been closed.Regards,[redacted]Yelp Inc.

Complaint: [redacted]I am rejecting this response because: there is no logic to the software that you are referring to, it does not sort them out in any logical order, this is a complete lie, with no foundation to base/blame the "software" program. This is NOT a justification for your company to act in this manner.  I read complaint after complaint with the same issues as we are having- if we don't pay for advertising, we get poor reviews up front and you hide the good ones. Sounds like extortion of small businesses. If you cannot do anything about this I/we request our company be completely removed from your website, the good with the bad, you do not have our permission to even list our company to your YELP searchers.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/18) */
Hello,
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for The [redacted].
You expressed concern with a negative review that you recently reported. It looks like you are...

referring to the review by [redacted]. As you may recall from the message you received from the [redacted] 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 was written by an ex-employee; 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 that you "are willing to share all documents to prove this is an employee," but 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.
You might consider sending a private message to the reviewer or posting a public comment through your free business account. Many reviewers respond favorably to business owners willing to engage in constructive conversation, and at the very least, other [redacted] 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.
Regards,
[redacted] Inc.

Hi [redacted],Thank you for your response.You wrote, "I have nothing showing me the number of clicks or the price per click. A statement should have been sent if there were clicks involved and I have never received anything about it." To clarify, information about the number of ad clicks you received is available in your Yelp Business Account. You can access this information by logging in to your account at [redacted] and then clicking on the Yelp Ads tab. From there, you can select the appropriate dropdown menu options to view a breakdown of your ad spend per month.We've also included a breakdown of your charges below.July 28 - 31, 2016- You received 10 ad clicks at an average cost per click of $3.55, which cost a total of $35.49- Your prorated enhanced profile features cost $6.46- You were charged $41.95 on August 1, 2016August 2016- You received 38 ad clicks at an average cost per click of $7.24, which cost a total of $275- Your enhanced profile features cost $50- You were charged $325 on September 1, 2016September 2016- You received 24 ad clicks at an average cost per click of $11.46, which cost a total of $275- Your enhanced profile features cost $50- You are responsible for an outstanding balance of $325 for advertising services delivered in in SeptemberWith regards to the price per click, as noted in your contract, you signed up for a Cost-Per-Click (CPC) auction-based auto-bidding program, which means that you agreed to allow Yelp to set the bid price per click to keep you competitive in the market. It's important to keep in mind that the price fluctuated up or down depending on competition, relevance, and other factors. However, it was always the lowest price possible to win the click.We hope that clarifies the charges.Regards,[redacted]Yelp Inc.

Hi Michael,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for Kelley Construction Contractors.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]Regards,HelenYelp Inc.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] - [redacted]We previously removed some of [redacted] reviews of [redacted] - Psychological Assistant because they fell outside our...

guidelines. It looks like this user has posted a new review. We’ve taken a careful look at this one, however, we don’t think it violates our terms, so we’ve elected to leave the review up.For more information on our Content Guidelines, please visit [redacted]. Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/05/12) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted].
You asked for your business to be removed from Yelp; however, we don't remove business...

information. While some business owners might prefer to keep a lower profile, this kind of information is publicly available and its use is protected under the law. More importantly, we believe that the public benefits from sharing their experiences with local businesses.
With regards to your comment, "I went to change it my self and guess what the account has been locked and no changes can be made," while we enable users and business owners to submit changes to business pages on Yelp, our moderators evaluate those changes to ensure they meet our standards. Additionally, our system will often automatically lock business information once it's evaluated by our moderators. This is to protect businesses from malicious or erroneous changes.
We are sorry to hear you were not satisfied with your advertising campaign. While the goal of advertising on Yelp is to drive more traffic to the business page (through features such as sponsored search results), which may ultimately result in more customers, we of course cannot guarantee a certain level of results. When advertising with an impressions-based program, you are paying for the delivery of a certain number of targeted ad impressions, in your case, 450 ad impressions per month.
Your ads are currently set to cancel as of May 31, 2015. As you are choosing to end your program before the end of the 3-month term, an early termination fee of $375 will be assessed per the terms of your contract.
Regards,
[redacted]
Yelp Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)I first contacted Yelp and requested that the profile be taken down on 2/29/16. I used 2 different email addresses because I kept being ignored and was trying to get yelps attention. I submitted the request at least 10 times. Upon still being ignored I contacted the Revdex.com.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns.It looks like you contacted our Support team on the same day you filed this Revdex.com complaint. As you may recall from the correspondence you've since had with my colleague Quincy, we are unable to locate an...

account associated with the email address you provided. Do you have a Yelp account associated with another email address? If so, please provide either Quincy or me with a link to the Yelp account and/or the email address you believe is associated with your account, so that we can look into this further.Regards,[redacted]Yelp Inc.

Complaint: [redacted]I am rejecting this response because: I was told I could use this photo. I am not submitting a personal photo as this is a corporation, not a sole proprietorship.Sincerely,[redacted]

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 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 software picks up new information.We recognize that there have been other complaints alleging that Yelp manipulates reviews and ratings to reward advertisers, yet these allegations are not based in fact. Please consider:1. Third party research (such as [redacted]) has debunked this conspiracy.2. Courts have rejected the conspiracy due to the lack of any fact-based evidence.3. A simple search across the site proves that non-advertisers often have excellent 4 and 5-star ratings while many advertisers have low ratings.For more information about this issue, please visit [redacted]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 asked for your business to be removed from Yelp; however, we don't remove business information. While some business owners might prefer to keep a lower profile, this kind of information is publicly available and its use is protected under the law. More importantly, we believe that the public benefits from sharing their experiences with local businesses.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/06/26) */
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 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 http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more.
With regards to your concerns 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. The software 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, "I would like my good reviews from verifiable customers returned to my page," but please understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a review. However, the system is not static reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.
To learn more about recommended reviews, please visit: http://www.yelp-support.com/Recommended_Reviews?l=en_US
You also expressed concern with a negative review. It sounds like you are referring to the review by [redacted] J. 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 "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 stated that you "have proof not a customer," but 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.
Finally, we want to address your comment, "when my fully paid contract was up, and I did cancel, Yelp put the bogus review as the first listing that comes up when you google 'vapor shops in Henderson.'" Please note that we cannot control what gets displayed on Google search. That said, please keep in mind that results in Google do change over time, so the content in question may change eventually.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In paragraph 2 above, Yelp states that they "cannot manually override the software to recommend or not recommend a review", which is A LIE! They have in fact removed a review manually for me once before. It was a review that I flagged as inappropriate (it was from a child), and after reviewing, Yelp manually removed it. Moreover, Yelp has stated to me that the software looks at how long the reviewer has had a Yelp account, and how many other reviews they have done. Well, mine was "[redacted]'s" first and only review. Yet, other REAL CUSTOMERS reviews of my store were removed (17 in all) and they had done several reviews and been active on Yelp. You have to ask why 17 of my 5-star good reviews were removed, and yet 1 and only 1 bad review was not removed.
This slanderous review is promoting the competition by slamming my business with many lies that are all over the board - without ever stepping foot in my store. Most bad reviews list only 1 or 2 reasons for being dissatisfied, however this reviewer has cited as many negatives as he could possibly invent, with absolutely no basis in fact. I had written to the reviewer immediately after it was posted, trying to get more information about his claims and offering to resolve his problems. He did not acknowledge my attempts, further proving that he is not a real customer... who wouldn't want free replacements if in fact he did have a real problem with us? No, this person was just broadly slamming us, and telling all of our potential customers to "go to competition's name".
I again request to have this review removed, and return the 17 HONEST CUSTOMER reviews to my page.
Final Business Response /* (4000, 9, 2015/07/09) */
Hi [redacted],
Thank you for your response.
You wrote, "Yelp states that they 'cannot manually override the software to recommend or not recommend a review', which is A LIE! They have in fact removed a review manually for me once before. It was a review that I flagged as inappropriate (it was from a child), and after reviewing, Yelp manually removed it." To clarify, 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. However, please note the action that the Yelp Support team takes 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 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.
With regards to [redacted] J's review, you have again stated that this review "is not from a real customer" and 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 noticed that you've already used your free business account to post a public comment on this review. Many reviewers respond favorably to business owners willing to engage in constructive conversation, and at the very least, other Yelp users appreciate seeing business owners take a proactive approach to dealing with customer concerns.
Regards,
[redacted]
Yelp Inc.
Final Consumer Response /* (4200, 11, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Which is it, "we cannot reverse the software's decisions" or "the Yelp Support team will take appropriate action, such as removing the review"???
Again, I can PROVE that the positive reviews that your "software program" removed from my site are REAL CUSTOMERS. I can also PROVE that the negative review ([redacted]) that promotes my competitor's store BY NAME on my page is bogus - he was never in my store.
WHY have you chosen to delete MOST of my good reviews? By phone, I was told it was because they were from a "new" Yelp user, but "new" users' reviews stay on my competitor's pages, and yet many of my seasoned yelp users' reviews were deleted from my page. MOST of my honest, good reviews have been deleted, but you kept the ONE bad / bogus one. Oddly, it was HIS first review, too!!! I can't help but feel you were biased in that decision, and I DON'T accept your response.

Hi Scott,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for The Law Office of Scott J. McWilliams. You expressed concern with a review. It looks like you are referring to the review by Lauren D., which you recently...

reported. We see a firsthand consumer experience as an event when someone interacts with a business, regardless of whether he or she completes a financial transaction, and will generally allow reviews that describe experiences like this to remain in place.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.Please be assured that we've evaluated the content of Lauren D.'s review and are allowing the user to stand behind their review. We're unable assist you further in this matter.Regards,HelenYelp Inc.

Hi [redacted],Thank you for writing regarding your business page for [redacted].You expressed concern with the order of the reviews. The default order is called Yelp Sort, and it attempts to show reviews that help consumers make informed decisions. For example, the first review displayed for a business...

will be one that reflects the average star rating of the recommended reviews of a business. The order is determined by recency, user voting, and other review quality factors, which is why an older review may appear before a newer one. Keep in mind when viewing a business a user can sort the reviews in a few other ways -- by date, star rating, and those written by [redacted].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 htt[redacted] and [redacted] to learn more.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, 2015/11/20) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted].
You expressed concern with the pricing of your advertising program. According to our...

records, you signed up for an advertising program with $100 monthly fixed costs plus up to $700 monthly variable costs, for a monthly maximum of $800. The monthly fixed costs were for your enhanced profile, which included features such as competitor ad removal and a photo slideshow. Your advertising program was a cost per click (CPC) program and your monthly cost per click budget cap was set at $700, which means you were only charged when someone clicked on your ad and you agreed to pay up to $700 a month for those ad clicks. If you did not reach your monthly budget cap, you would only be charged for the ad clicks you received plus your enhanced profile. However, if you did reach your monthly budget cap, we no longer delivered ads for your business for the remainder of the month so that you wouldn't have to pay more than you agreed to. Your advertising program is billed in arrears.
With regards to your comment, "the first month was $130. but the second month it whopping $800.00," we want to clarify that the $129.04 you were charged on September 1, 2015 was not for a complete month's worth of advertising, as your advertising program began August 27, 2015.
We are sorry to hear you are not satisfied with your advertising campaign. To be clear, while the goal of advertising on Yelp is to drive more traffic to the business page, which may ultimately result in more customers, it is important to keep in mind that results are not guaranteed.
As advertising services are being delivered in accordance with your contract, we will not be able to offer you a refund. Thanks for understanding.
Regards,
[redacted]
Yelp Inc.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted]You expressed concern that you were billed on January 1, 2017. Please note 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. As you noted, your advertising program was terminated on December 28, 2016, and we want to clarify that he charge you saw on January 1, 2017 was for the advertising services you received December 1 - 28, 2016.Additionally, according to our records, the Yelp Confirmation emails an account manager, Happy, sent you on November 30 and December 14, 2016, indicated that there may be additional balances owed: "Please note that this email does not represent your final statement. Depending on your program type there may be final payments or outstanding balances owed."Regards,[redacted]Yelp Inc.

Hi Glenna,Thank you for your response.To clarify, our records indicate Caitlin was able to leave a voicemail on the business line,[redacted]. Additionally, please note that Caitlin has confirmed to us that the charges will stand. For further assistance with the outstanding balance, including to discuss the possibility of alternate payment arrangements, please contact our finance department directly by calling [redacted] between 9am and 5pm PT. Regards,HelenYelp Inc.

Hi Mr. [redacted]Thank you for your feedback.We have forwarded your message to the appropriate parties. As you may recall, a manager, [redacted], left you a message and sent you an email on August 11 to request to speak with you to come to a resolution. It looks like she spoke with your colleague [redacted] earlier today, August 12, and that they came to the agreement that we will be refunding you $1,300. Please allow 5-7 business days to process this refund back to the card on file.Regards,[redacted]Yelp Inc.

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