Yelp.com

Hi [redacted],Thank you for writing again.Please be assured that we've evaluated the content of [redacted]. and [redacted] reviews, and are allowing the users to stand behind their reviews. As previously noted, we don't take sides in factual disputes, and as frustrating as it may sound, we don't take the place of a court of law and make evidentiary determinations either. We're sorry we can't be of any further assistance.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]

Complaint: [redacted]I am rejecting this response because:
I am happy to pay the $100 for the enhanced profile features, but the advertising charges were excessive and do not reflect any actual interaction with any add-on features such as call-to-action.  Nor did I have an increase in business to correspond with advertising, which is the underlying reason for purchasing advertising in any form.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/25) */
Hi [redacted],
Thank you for writing. We appreciate you bringing your concerns regarding your advertising programs for [redacted] and Perfume Outlet to our attention, and we'll be sure to forward your note along to the...

appropriate parties.
We first want to address your comment that, "Yelp called us and told us how we have a negative review on their site in regards to one of our locations,they can help if we started paid advertising." While many of our advertising packages include account support, and our account managers may have explained how you can respond to critical reviews using your Business Account, we want to be clear that a business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are treated. Businesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertise. We understand there are some misconceptions about this, so we invite you to visit http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more. Furthermore, as noted on the first page of each advertising agreement you signed: "Please note that businesses cannot pay to remove, reorder, or otherwise impact reviews. In fact, Yelp Ads have nothing to do with reviews. And if you decide not to enroll in a Yelp Ad Program, that won't affect your reviews, either."
You also wrote, "We evan asked them many times to fix one of our business names in ther advertising system as they showed an ad for [redacted] and cosmetics' and our business was name '[redacted] Fragrances and cosmetics.'" According to our records, the name on this business page was updated from [redacted] Fragrance & Cosmetics to [redacted] in early April 2014: http://www.yelp.com/biz/[redacted].
Your advertising programs have been terminated as of August 31, 2014. With regards to your comment that Yelp "didnt provide you with any type of service," when advertising with an impressions-based program, you are paying for the delivery of a certain number of targeted ad impressions. In your case, 1200 ad impressions per location were delivered each month. You were also paying for additional features such as competitor ad removal, photo slideshow, and video. As advertising services have been delivered in accordance with your contract, we will not be able to waive the remaining outstanding balance. Thanks for understanding.
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.)
That was not what we were told. When we were called by your reps they promised things that are clearly not what your stating now.also if you also agree that you have the wrong business name and changed it on April then from April to august is 4 months of service. What happened to those two ladies that called us and fed all those lies. The last o heard they left or Quit!
I'd appreciate it if you can hear the phone calls and emails that were sent to us regarding the services that was promised because you guys clearly tricked us into this "service" that we did not get.
If you are such a great company then I belive to see us in such a dissatisfied way would make you to belive it's not right to get paid from this small business when they were told incorrectly what was going to be provided.
Nothing happened when this ad service was placed, we still havelittle to no reviews and the few we had you guys took out. So it would be very grateful for your company not to pursue us for this really bad experience.
Final Business Response /* (4000, 9, 2015/07/16) */
Hi [redacted],
Thank you for your response.
We want to reiterate that there is no relationship between reviews and anything having to do with Yelp Ads. With respect to reviews, paying businesses have absolutely no advantage, and this information was included on the three advertising agreements you signed.
With regards to your comment, "Nothing happened when this ad service was placed," as we previously noted, 1200 ad impressions per location were delivered each month in accordance with your contracts. You also received additional features such as competitor ad removal, photo slideshow, and video.
You also wrote, "we still havelittle to no reviews and the few we had you guys took out." As you may have read, we use automated software developed by our engineers with the goal of showcasing 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
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] & [redacted].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.With regards to your concern with the pricing of your advertising program, to clarify, you signed up for an advertising program with $275 monthly fixed costs plus up to $50 monthly variable costs, for a monthly maximum of $325. The monthly fixed costs are for your featured video and your enhanced profile, which includes features such as competitor ad removal and a photo slideshow. Your advertising program is a cost per click (CPC) program and your monthly cost per click budget cap is set at $275, which means you are charged when someone clicks on your ad and you agreed to pay up to $275 a month for those ad clicks. If you do not reach your monthly budget cap, you will be charged for the ad clicks you received. However, if you reach your monthly budget cap, we no longer deliver ads for your business for the remainder of the month so that you won't have to pay more than you agreed to.You also expressed concern with our cancellation policy. Per the terms of the contract you signed, 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 August 1, 2016, your advertising program is set to cancel as of August 31, 2016. Because your advertising program is billed in arrears, you will see a charge on September 1, 2016 for advertising services delivered in August. Additionally, since you are choosing to end your program before the end of the 12-month term, you are responsible for an early termination fee of $700 per the terms of your advertising agreement. 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 business page for [redacted]You wrote, "yelp.com has removed previous 5 star review with my name "[redacted] for [redacted]" It looks like the reviews you are referring to are not...

currently recommended by our automated 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, "yelp has offered to manage these reviews in exchange for money basically." We 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] learn more.If you believe, however, that an individual has provided you with different information, we would like to investigate further. To that end, please provide us with the name of the individual whom you spoke with, their phone number, and the date and time of your conversation with them, if known.You also expressed concern with a negative review. It looks like you are referring to the review by [redacted]. 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. 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, 6, 2015/12/23) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for Tint My Ride.
You expressed concern with the reviews by Brosi M and Sean D. We reminded these users that...

their reviews must comply with our Terms of Service and Content Guidelines, and it appears the users have removed their reviews of your business.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yelp is also Yahoo, The reviews still show the (2) reviews on there yahoo reviews which states " (2) reviews on yelp" which intern can still be seen. Yelp did contact me (in a sales type manner) but after mentioning the Revdex.com she knew exactly what I was talking about. Yelp DID remove the bogus reviews from "YELP" so I am happy with that part, however when I mentioned to her about Yahoo, she did acknowlage that they are now Yahoo and that it could take a few days for the system to catch up so those SAME reviews would come down, I told her I had till the 11th of Jan to reply to the Revdex.com about the case, she said lets see what happens. So here it is the 11th and the reviews are still there and I have to reply to you guys by today. Thank you
Final Business Response /* (4000, 10, 2016/01/19) */
Hi [redacted],
Thank you for writing again.
While we encourage Yahoo to update their site frequently, please note that we do not have the ability to change Yahoo's website since it is not part of Yelp. We've escalated your concerns to Yahoo and hopefully they will update the Yahoo listing soon.
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 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, 2015/09/18) */
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 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. You asked that we recommend the reviews that are not currently recommended, but please understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a review. However, the system is not static reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.
To learn more about recommended reviews, please visit: http://www.yelp-support.com/Recommended_Reviews?l=en_US
Finally, if you do not wish receive calls from our Sales team in the future, please let us know.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your recommendation software is a scam, it isn't automated. You are ripping off people and there businesses.
Final Business Response /* (4000, 9, 2015/10/05) */
Hi [redacted],
Thank you for your response.
We want to reiterate that with respect to reviews, paying businesses have absolutely no advantage. The recommendation software does not distinguish between advertisers and free listings, and the revenue side of our business operates independently of the content side of our business, just as a newspaper might put a firewall between their advertising and reporting functions.
It also sounds as though you don't accept our explanation of the recommendation software, but we can only stand by our previous statements. Yelp's recommendation software is an automated algorithm that attempts to weed out less reliable reviews while showcasing more reliable ones. This means that when reviews are posted to your listing, not all of them will make the cut. We acknowledge that even some legitimate reviews will not be recommended, but we still believe that the recommendation software as a whole makes our site more trustworthy and useful to consumers.
As indicated in our prior response, the recommendation software is automated to help avoid the potential for human bias inherent in individual decision-making: we cannot reverse the software's decisions, either to suppress an active review or to restore a review that isn't currently recommended. This also means (and I can say this with 100% certainty) that we cannot manually manipulate the recommendation software to favor an advertiser or punish a non-advertiser. But once again, the system is not static reviews may come and go as the recommendation software picks up new information.
We do understand the recommendation software can be frustrating at times, and your feedback is appreciated. When it comes down to it, all review sites face the same challenge: how to identify fake reviews among the many millions of legitimate reviews. It's no easy task, and there is always room for improvement. We hope to be able to continually improve on this issue.
Regards,
[redacted]
Yelp Inc.

Initial Business Response /* (1000, 5, 2015/05/20) */
Hi Dr. [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business pages for [redacted]
You expressed concern with some reviews. We allow users to post reviews and photos, and...

rely on the Yelp community to flag content that they believe is questionable. Generally speaking, 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. However, if a review violates our Content Guidelines (http://www.yelp.com/guidelines), then our Support team will remove it.
It looks like you may specifically be referring to the review by [redacted] J, as you've recently flagged this review. We wanted to let you know that after further evaluation, we've removed this review by [redacted] J because it falls outside our Content Guidelines.
Regards,
[redacted]
Yelp Inc.

Complaint: [redacted]I am rejecting this response because:
It is pretty simple. I didn’t realize I was being charged until I saw the bill, and I would like my $112.91 back. All I asked is to refund the money for the service I didn’t mean to buy. Later I could then consciously buy it and use it effectively. You have already proven you are capable of waving a charge as a courtesy by waving $10.47. Explaining over and over again how I was correctly charged doesn’t encourage me to do business with you, and it doesn’t encourage others to either.
Show some decency and exercise some good customer service! Do the right thing! Give me my money back!
Facts and figures don’t help when a customer feels wronged by you. I feel ripped off. Quoting the terms and conditions won’t change how I feel.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/15) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted] Room.
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, which may ultimately result in more customers, it is important to keep in mind that results are not guaranteed. When advertising with an impression-based program program, you were paying for a certain number of ad impressions, in your case 3000 ad impressions per month.
It looks like [redacted] in our account management department has recently reached out to you. As you may recall from your conversation with her, we are writing off the outstanding balance of $700 for your July and August ads, as it appears your advertising program should have been terminated as of June 30, 2015.
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 /* (2000, 7, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am quite pleased with Yelp's response to my complaint, and am satisfied with their response.
While I might quibble a little about the "guarantee" of sales uptick, with their professional response to a dissatisfied customer, I applaud them.
Thank you, Revdex.com and Yelp.

Hi Anke,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Embrace Infinity. 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 are also paying for enhanced profile features, such as a photo slideshow, competitor ad removal, and a call to action button.We also want to address your comment, "Technically someone on their end could be clicking on the ad a number of times, therefore driving up the budget – which I curiously maxed out each month." It sounds as though you may be concerned about the possibility of fraudulent ad clicks. We use a variety of industry-standard measures to detect and prevent invalid traffic and click fraud. For example, we monitor our clicks and impressions for fraudulent activity, and frequently update our filters to exclude activity from known offenders. We also subscribe to the Internet Advertising Bureau's bot list, which gives us an industry-standard filter in addition to our own more rigorous ones. We also want to assure you that Yelp ads clicked on from a Yelp IP do not count towards the ad clicks you see in your Yelp for Business Owners account.With regards to your concern about the hitting the maximum budget each month, Cost-Per-Click ads are delivered in categories matching your specific business, as well as other similar categories that our ad delivery system has identified as relevant. The price you pay per click is based on competition and relevance, but you'll always pay the least amount needed to win the click. We aim to maximize the number of clicks you get for your budget over the course of the month, and you should plan to have 100% of your budget fulfilled. Occasionally competitive demand prevents this, but you'll only be billed for the cost of the clicks you received in that monthly billing period.For a video explanation of how CPC ads work, please visit:[redacted]You also expressed concern with our cancellation policy. As noted in the Master Advertising Terms [redacted] you agreed to, early termination is subject to a fee. In your case, the early termination fee is $700. Additionally, the Terms you agreed to indicate that we require 30 days written notice to Yelp's Account Management team if you wish to terminate your advertising program. As you provided your cancellation request on November 1, 2017, your advertising program is set to cancel today, December 1, 2017. Because your advertising program is billed in arrears, you should expect to see a charge on December 22, 2017 for the advertising services you received from November 22 - December 1, 2017. It also appears there is an outstanding balance of $350 for the ads you received from October 22 - November 21, 2017. As advertising services are being delivered in accordance with the Terms you agreed to, we will not be able to waive any fees at this time. That said, we have forwarded your concerns to the appropriate parties for their consideration. Regards,HelenYelp Inc.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted]According to our records, you redeemed a $300 promotional ad credit. To redeem the $300 credit towards Yelp ads, you were required to sign up for our...

Cost Per Click (CPC) advertising campaign and put a credit card on file. When advertising with a Cost Per Click program, you are electing to pay every time a user clicks on your ad impression. You set your Cost Per Click monthly budget at $450, and also signed up for our enhanced profile features, which cost $75 per month. Once the promotion runs out, advertising continues until you stop your ads through your Yelp for Business Owners Account.Your advertising program was a self-serve program, which means that the business has the ability to turn off their ads through their 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. In Step 3 of your ad setup there were Q&A's on the right side of the page explaining that you could stop your ads any time through the Yelp for Business Owners site: "Can I stop any time? Yes. There's no commitment or obligation. Just come back to the Yelp for Business Owners site and stop your ads. You will be billed at the beginning of the next month for any clicks you bought before you cancelled."Below is a more detailed description of how the promotion was applied:April 8 - 30, 2016- You received 41 ad clicks which cost a total of $336.34- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $56.41- $300 of your $300 credit was used and you are responsible for $92.75 for advertising services delivered in AprilMay 1 - 21, 2016- You received 51 ad clicks which cost a total of $356.12- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $50.81- You had $0 remaining promotional credit for this month because it was used in April- You are responsible for $406.93 for advertising services delivered in MayYou can view a breakdown of how many ad clicks you received by logging in to your Yelp for Business Owners Account at [redacted] and then clicking on the Yelp Ads tab.It looks like your advertising program was terminated on May 21, 2016 because you did not provide us with a new credit card by that date. While we are sorry to hear you were not satisfied with your advertising program, advertising services have been delivered in accordance with the Terms you agreed to, so you are responsible for the balance of $499.68 for advertising services delivered in April and May. Thanks for understanding.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/11/23) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted].
We understand that a negative review about an experience you don't recognize is very...

frustrating. We have taken a second look at [redacted] review but, after careful consideration, we reached the same conclusion as before and are unable to remove the review. You wrote "WE NEVER WORKED FOR THIS PERSON, WE DO NOT KNOW THIS PERSON"; however, Yelp does not take sides in factual disputes. If a review appears to reflect the reviewer's personal experiences and opinions, it is our policy to let the user stand behind his or her review.
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 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 can find more information about how to respond to reviews here: http://www.yelp-support.com/Responding_to_Reviews?l=en_US.
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
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are clearly saying that YELP does not take sides in factual disputes. Obviously you do!WHat dispute? there is no dispute! and in your personal eyes "it appears to reflect the reviewer's personal experience and opinios" . WHat experience? with whom? How did you exactly determine the review is legit? Would I go to these extreme measures if this review was true?
I totally honor reviewers feedback which I believe can help a business get better. However, a review by someone that never experienced nor used Excel's services should be removed immediately.
Final Business Response /* (4000, 9, 2015/12/03) */
Hi [redacted],
Thank you for writing again.
You have again stated that the review by [redacted] is "by someone that never experienced nor used Excel's services" 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.
Regards,
[redacted]
Yelp Inc.
Final Consumer Response /* (4200, 11, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a personal opinion by someone, we have done work for, therefore, it is fradulent and should be removed immediately.

Initial Business Response /* (1000, 5, 2015/05/04) */
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 be clear that a business's decision whether or not...

to advertise on Yelp does not affect how the reviews on its listing are treated. Businesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertise. We understand there are some misconceptions about this, so we invite you to visit http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more.
With regard 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, looking 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 want the positive reviews to show up on Yelp," but please understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a review. However, the system is not static reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.
To learn more about recommended reviews, please visit: http://www.yelp-support.com/Recommended_Reviews?l=en_US
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response does not explain why many of our clients have left positive reviews from different IP Addresses but you take them down within 24 hours. The only misconceptions about your review system is the weak explanation you attempt to provide as to why you deliberately remove positive reviews while ALL the negative reviews get posted permanently.
You are clearly not treating businesses fairly. This is either deliberate or a significant software flaw that you have to be aware of.
I want the positive reviews to be posted. That's it, clients have tries MANY TIMES but you remove them. It's a simple proble for you to solve.
Final Business Response /* (4000, 9, 2015/05/14) */
Hi [redacted],
Thank you for your response.
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 for additional information about the recommendation software, but please note we don't go into detail as to why a review is or is not recommended. We intentionally make the recommendation software difficult to reverse engineer otherwise, we would be overrun by reviews written by people hoping to game the system. So while it may be tough to decipher how the recommendation software works, the rules are actually the same for every business and every review.
You wrote that you "want the positive reviews to be posted," 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.
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.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted]We are sorry to hear you were not satisfied with your advertising campaign. To be clear, while the goal of advertising on Yelp is to drive more...

traffic to the business page, which may ultimately result in more customers, it is important to keep in mind that results are not guaranteed. When advertising with a Cost Per Click program, you were electing to pay every time a user clicked on your ad impression. You were also paying for an enhanced profile, featured video, and call tracking.It looks like a manager, [redacted], spoke with you on January 26, 2017 to discuss your concerns and provide you with some clarification regarding your advertising program. As you may recall, we are unable to offer you a refund. However, your advertising program has been terminated as of January 24, 2017, the early termination fee of $700 has been waived, and the charges for advertising services delivered in January 2017 have been written off, so you will not incur further charges. Thanks for understanding. Regards,[redacted]Yelp Inc.

Complaint: [redacted]I am rejecting this response because:
 
Yelp failed to honor our mulitple cancellation requests and per california law we are only required to notify the business of our request. Notification was done via multiple emails and calls which we do have a record of.
 
It is abundantly clear that Yelp has no interest in resolving this amicably, we will pursue legal action as this seems to be our only recourse. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/20) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns about your business page for [redacted].
You expressed concern with a negative review. However, we are unable to locate the review in question...

with the information you've provided. Please reply to this message with a direct link to the page and the name of the reviewer so that we can look into this further.
With regards to your comment, "It was never authorized by me or my business to have this yelp page where people can write reviews," we license basic business information from third party data providers who gather this type of information from public records and other sources. We also get business information from our users, who are helpful enough to correct the info we have, or let us know about a new spot that just opened down the street.
You also requested that we call you. Please note that our Yelp Support team doesn't offer phone based support, but 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, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
http://www.yelp.com/biz/[redacted]?hrid=[redacted]_campaign=www_review_share_pop...⇄ /> Attached above please find the link to the [redacted] bad review.The review was written by [redacted] M. FROM point [redacted]. PLease let me know the reponse from yelp asap.Also they did not answer my question as to How someone can write a yelp review if I never claimed my business page with yelp.Thank you,[redacted]
Final Business Response /* (4000, 9, 2015/11/11) */
Hi [redacted],
Thanks for providing the link.
We've decided to remove the review by [redacted] M because the content falls outside our Content Guidelines. Please keep in mind that the user may choose to post new content that doesn't violate our terms.
With regards to your question, "How someone can write a yelp review if I never claimed my business page with yelp," we want to clarify that business owners do not need to claim their business page in order for users to post reviews of their business. Rather, we allow users to post reviews to business pages whether or not the page has been claimed.
Claiming a business page allows a business owner to access free tools such as the ability to respond to reviews via public comment or private message. You can also post information about your business, upload photos to your listing, and more.
You can get started on claiming your business page by clicking the "Claim this business" button, or the "Work here? Claim this business" link on the business page.
Please visit our Support Center for more information: http://www.yelp-support.com/article/How-do-I-claim-my-business-page?l=en_US
Regards,
[redacted]
Yelp Inc.
Final Consumer Response /* (2000, 11, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the fact that the company removed the bad review because we had no knowledge of the complaint and we do not know who this person was and also was never brought to our attention.As owners of this business for almost 20 years we take pride in giving the best customer service and as owners of this ice cream franchise one of us is always here managing the day to day operations.We appreciate the professionalism of Yelp as a company and how fast they expedited the resolution to our complaint.Thank You..

Hi [redacted],Thank you for your response.To clarify, the Yelp Support team's evaluation of reviews against our Content Guidelines is separate from actions taken by our automated recommendation software.It sounds as though you don't accept our explanation of the recommendation software, but we 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.Regards,[redacted]Yelp Inc.