Yext, Inc.

To Whom This May Concern: This is in response to complaint ID #[redacted]. We passed [redacted]'s complaint to our Support Team to explain how our partnerships with Yahoo works and how our services work to update information across all sites. Henry from Support followed up and explained that [redacted]...

can only manage the listings of businesses that have a paid subscription with us. Any listings that aren't powered through our service have not been edited or created by [redacted]. Listings can often be created on the web from a multitude of sources, and our mission is to assist business owners with updating and syncing their information across the web.Henry then provided [redacted] with access to Yahoo Free Claims, where she could claim her business information for free without going through [redacted]. He also identified that [redacted] may be the culprit of the bad data that was feeding to Yahoo and encouraged [redacted] to connect with [redacted] directly to get this updated. He also provided a phone number to reach [redacted] to update this. We hope that this helps [redacted] updated her listings accordingly. If she has any further questions, she is more than welcome to contact Henry on our Support Team directly. Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The only solution Yext has offered is to pay another full subscription fee to keep our online listings updated.  Not that I was looking for a discount, but they did not even offer a small discount for the trouble I have had.  Yext knows the only solution to my problem is to pay for their services.  This is exactly why I want this problem to be on their record on the Revdex.com website.  Businesses need to know that Yext is capitalizing on an artificial demand created by business listing websites and Yext is the worst of them because they have created a network of "partners" who have a monopoly on business listings.There is no way for me to update my listings on my own because most of the listings that are wrong on the internet refer me back to Yext to update my listing.I believe Yext is free to be in business just like everyone else.  What I have a problem with is unethical way they have created this artificial demand.  The U.S. post office does not charge me to change my address when I move my business. Why should I pay anyone else to update my own information? 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To Whom It May Concern: This is in response to Revdex.com complaint ID# [redacted]. First, we'd like to extend our sincerest apologies to [redacted] as her business' information should have been removed from the last time she had reached out. We brought this to the attention of both our Support Team, as well as our Small Business Team to ensure her information was removed from the system entirely. We have removed her email: [redacted] and her phone number: [redacted] for her business: [redacted] If she would like to speak with us further and leave any additional feedback, she is more than welcome to contact us at [redacted]. Again, we are very sorry that this happened, but she should not hear from us again. Thank you, Yext

To Whom It May Concern,This is regarding NYRevdex.com Complaint #[redacted].  [redacted] was looking to update her business’s address on her listings and was directed to Yext.  The sales rep notified her that as a paid service, we cannot manage any business listings for...

free. I called [redacted] and explained that she may have been in business with a separate service in the past, but we were able to confirm that there is no account for her business, active or expired, in the Yext system.  Since [redacted] has never been an active client, we have never powered her business listings.  This means that Yext is not the provider of the content she is seeing on her listings.  As such, we are not able to delete her information.  The reason she was directed to Yext when attempting to update the business listings is because many publisher sites trust the data that comes from Yext.   In the interest of displaying correct business information, many publisher sites prefer their data to come from a trusted source like Yext, instead of from many other fragmented sources.   However, this is not the only way she can update the listings. [redacted] [redacted] understood that Yext was not involved with or responsible for the incorrect information she was seeing and also understood that she can go to each publisher to update her information.  I provided [redacted] with an Excel spreadsheet that lists contact information for the various publisher sites we work with so she can reach out to them directly in order to update the listings.  [redacted] was a pleasure to speak with and I wish her the best of luck with updating her information and with her current business.    Thank you, [redacted] [redacted] - Yext

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have done print screens of the search where we do not even show up on the listings at all on [redacted] even though you showed on Yext that we were live! You guarantee a listing! You have misrepresented your service to me and if I do not receive a full refund in the amount of 699.00 I will take this to the attorney generals office.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I do not dispute that Yext updated my information during the subscription period. What I am disputing is that businesses like mine are FORCED to pay fees to keep their information updated on the internet. The only alternative to not using the services of Yext is to contact every website on the internet that provides business listings, create an account, and then change my business listing manually. Yext knows this is not a viable alternative. If it was easily done, Yext would not be in business. As you see in the response from Yext, they are more than happy to give the information of the other listing websites because they know that business owners do not have the time to manually set up an account and change the listings on every website that has a faulty listing. I have tried this alternative for many websites and ironically, many of them refer back to Yext to update your listing. My biggest complaint is that even after I paid $500 to update my listing with Yext affiliates, many of the affiliates that had the correct information went back to old information. Case in point CityMaps.  CityMaps is a direct affiliate with Yext, they obviously get their info from Yext. Here is a quote from their site:"[redacted]"
 So according to Yexts' response, you would think that at LEAST the sites that use Yext for their data would have the updated information.. This is not the case... CityMaps did have the correct information during my subscription and now it has gone back to the wrong address. Contrary to what Yext wrote in their response, the full listing did not go back finding old information on a different site, It is getting the wrong information from Yext. Their story does not add up.  Here is the link to what my CityMaps listing looks like now. Keep in mind, this site gets their data from Yext.[redacted]
This proves that Yext is hiding behind technical speak to justify changing listing back to the wrong info.Someone needs to stand up to this company and put it on record that they are parasite that feeds on extortion of businesses.  I am including a screen shot of the incorrect listing on CityMaps.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To Whom It May Concern,This is regarding NYRevdex.com Complaint #[redacted].  [redacted] was finding it difficult and time-consuming to manually update his business listings.  He also was not pleased to see that some publisher sites directed him to Yext to update his business listings.  I...

spoke with [redacted] on the phone about the situation he is facing.  We discussed how he does not need to use Yext to update his business listings and how although the manual process is longer and more difficult, it is possible.  The local search sites were directing him to Yext because many of these sites trust the information coming from Yext and would therefore prefer to receive business data that way.  Yext does not have a monopoly over business listings, many publisher sites just prefer using Yext over other means.  While [redacted] was not happy with the fact that the manual process takes longer and is more difficult, I think we came to an understanding that it is possible to update listings without using Yext.  I also sent [redacted] an excel sheet with contact information for all of the publisher sites we work with.  Hopefully this contact information will help speed up his manual process and help him get in touch with the publisher sites he is having difficulty updating. All the best,[redacted] - Yext

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

To Whom It May Concern,I would like to apologize for [redacted]’s frustrations regarding this situation.  At this point, I am trying my best to make sure his needs are met and that he is not contacted again by Yext.  I will no longer be corresponding with [redacted] over email and will only correspond through the Revdex.com complaint.  The phone number on his business’s website and his email, have already been added to our do not contact list to ensure he will not be contacted again. Lastly, I would also like to point out that [redacted] does not have a paid account with us so there is no way for Yext to have posted his home address or phone number on the internet.  As a paid service, Yext is only able to provide business information to publisher sites for our clients who have paid subscriptions.  If [redacted] needs anything else from Yext, he has our contact information.  We are more than willing to cooperate in any way that we can.Kind regards,[redacted], Yext

To Whom It May Concern,This is regarding NY Revdex.com Complaint #[redacted].  [redacted] found incorrect information about her business on a [redacted] business listing.  She claims that Yext published this incorrect information. I spoke with [redacted] on the phone briefly about her situation, offering...

my guidance on how to submit her information to [redacted] for free and explain how Yext has not provided or published any information about her business since she does not have a paid account with us.  Since our conversation was brief, I followed up in email with detailed explanations to assist her in her mission to get the address updated. Yext does not pull location data from other sites or data providers, such as [redacted], as claimed in the complaint. Yext only gets business information from our paying clients. Since [redacted] has never had a paid account with us, it is clear that we do not have her business information and have never provided that data to any local search directories, including [redacted]. We cannot and do not power listings for a business unless the business has an account with us. Also, to support that claim, one can see that the [redacted] listing in question does not have any Yext characteristics, such as it being Merchant Verified, having a Featured Message, or having a PowerListings Synced tag on it. While I understand that having this incorrect address on your listing is frustrating, Yext is unable to edit listings we do not power. Since it is clear [redacted] does not wish to use Yext directly, my best advice is to submit the address updates through the [redacted] free claim process if she has not done so already. You could also try to find the source of the bad address, which could be any number or data providers, such as data aggregators like InfoUSA (which you can see in the fine print at the bottom of your lisitng - "[redacted].This is the most help I can provide to [redacted] and I hope this information is helpful in getting the address updated.  Yext is happy to assist in any other way that we can.   Best,Supervisor of Client Support - Yext

To Whom It May Concern,Based on the remainder of the complaint that was re-opened, it appears that there is nothing left for Yext to do in this situation.  I am glad [redacted] was able to get his listings updated and removed directly through [redacted].  I would like to apologize for the frustrations he encountered and wish we had the ability to do more to help in the situation he was facing.   We wish [redacted] the best with everything moving forward.  Best regards,Supervisor of Client Support, Yext

To Whom It May Concern, This is in regards to Revdex.com case ID# [redacted]. We relayed this information to Hannah on our Support Team, who reached out to [redacted] on the phone. She explained our services in more detail around why we are not able to change his information on this site without an...

active subscription and that Yext does not have access to listings that do not have a paid subscription with our services. Hannah also sent [redacted] an email reiterating their conversation and sent information on data aggregators and other sites he could reach out to where [redacted] may get getting incorrect data from. If [redacted] has any additional questions, he is more than welcome to contact us at [redacted] Thank you,Yext

To Whom It May Concern: This is in response to Complaint ID #[redacted]. We would like to apologize to [redacted] about the phone calls he has received from our Sales Staff. We have removed his business and contact information from our records so he will no longer receive any other phone calls...

from Yext. Thank you again for bringing this to our attention, and again we are sorry. Thank you,Yext

Yext works with over 50 local search sites and each one of these sites operates differently. Every site has their own unique algorithm to determine how a business comes up in search.  Yext helps you get or manage a listing on these sites - but has little control over searchability.  If site X has a radius of 30 miles but site Y has a radius of 60 miles, Yext cannot change that and often don't have the visibility into the radius because it is often proprietary to their service offering.  When explaining our service, I apologize if we were not as specific as you would have liked, but the things pertaining to searchability really lie with how the local search sites are designed and not with how the Yext Powerlisting product functions.  We can offer advice, like we did in the few correspondences you have had with our Support Team throughout 2014, but we cannot control how these sites' search algorithms operate.  If local search sites are not satisfying your marketing needs, I would recommend looking into paid advertising such as pay per click ads.  They are often allow for more customization that may better suit your marketing goals.Lastly, as far as [redacted] goes.  Nowhere in our marketing or product does it say that we are able to update a [redacted] listing and we again apologize if there was confusion surrounding that but it is not something we offer or have ever offered.  I understand that Yext is not the solution that you were looking for and hoped for.  As such, we have refunded you in full for this year's service.  As far as last year's service goes, we are unable to refund you for the full year of service you received.  If you still have questions about your time with Yext or about how the service works, please feel free to reach out directly by phone and we can discuss further.  All the best,[redacted]

To Whom it May Concern,I am writing in regards to Revdex.com complaint #[redacted] believed that Yext was supplying incorrect information to certain online directories like [redacted], and that paying Yext was the only way to update these listings. [redacted] had not...

purchased the Yext service. I explained how Yext works, in that we have no control of her listings or ability to manage them without a paid subscription.  I outlined some possible sources for the incorrect information, and sent her contact information via email for these possible sources and all of the publishers in our network. [redacted] understood this, so she will now set out to correct the listings on a site-by-site basis and through submitting to data aggregators.She now has my contact information, as well, in case she has any additional questions. Thank you, Supervisor of Client Support, Yext

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I did speak with Giulia.  The [redacted] Free Basic account through Yext and the different methods for verification through the dashboard were a complete waste of my time.Giulia must NOT comprehend that I have been listed for years and ALL of my information was correct until Yext took over [redacted]'s Small Business listings.  Since then, my phone number is wrong.  The phone number they have listed under MY business name is for another business.  To top it off the number they are listing as my business phone is actually for a competitive garage door company.  They know they have our phone number wrong and yet continue to list inaccurate information.  Yet, Yext claims, "to help get perfect information into the hands of consumers, driving more customers to their storefronts."  Therefore what they are doing to me is, giving out incorrect information into the hands of consumers and  driving away my customers.I will submit my Annual Franchise Tax Report as soon as I find a way to scan it.  (I do not own a scanner.)  I'm not even sure "to whom" or "where" to send this scanned document.  I could mail a copy easier and quicker but Giulia wants it scanned.  Imagine that! If nothing can be done for YEXT to correct their mistake, then I request that I be removed completely from their listings. Until my business phone number is corrected or ALL of my business information (business name, address, phone #) has been removed completely, this WILL remain a complaint against YEXT.  Thank you, [redacted] ###-###-####   
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Yext did not admit guilt but the web sites they can verify 100% that Yext did the damage and that only Yext could remove it. Yext has not resolved the issue. I tried calling every site but it took time. Three sites removed it at my request overriding Yext but several sites would not do that and told me only Yext could remove it. Therefore the issue is NOT resolved. Reopen the complaint or post this as my response. I am still waiting for Yext to rectify the remaining web sites.Thanks
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To Whom It May Concern:This is regarding NYRevdex.com Complaint #[redacted] where [redacted] was not with the billing cycle and renewal policy with his Yext Partner Account. We spoke with [redacted] on the phone to explain how and why he aw a renewal charge for his client locations. The Yext Partner...

program is designed for businesses like Maine New Media who wish to purchase Yext services for their end clients. All subscriptions at Yext have auto-renewals in place to preserve the integrity of the listings being provided by Yext. Yext also provides all billing information and renewal dates in the Yext as well as notifications sent by email to the email on file to ensure full transparency of what accounts will be renewed. We provided [redacted] with all of this information as well as instructions on how to make any future cancellations in his account. Yext is able to ensure that renewals do not continue if the location is marked for non-renewal by the client. Any active subscriptions will then terminate at the end of the paid term.  All of this was is also made available in the Yext Terms of Service which are agreed upon initially at the beginning of the partnership.At this point we explained if [redacted] wishes to continue any business with Yext as a partner, we would be happy to discuss new billing cycles and billing terms that works for his business. Additionally, [redacted] is able to cancel and future subscriptions his account. Yext wishes [redacted] most success with his business and hope he finds resolution with his clients.Kind regards,Yext Partner Team

To Whom It May Concern, This is regarding NYRevdex.com Complaint #[redacted].  [redacted] has found herself in a tough spot where her personal cell phone number is associated with a business she has no relation to.  This is resulting in business listings with her cell phone number on...

different local search directories.  I spoke with [redacted] on the phone about her situation and clarified what [redacted] does and offered some possible routes to tackle her problem.  Since neither the business in question nor [redacted] herself have accounts with Yext, we are not and have not provided her phone number to any listing sites.  Since [redacted] is not powering those listings or that information, [redacted] is unable to edit those listings or remove that number.  I recommended she reach out to the listing sites directly to flag the number or reach out to the data aggregators who provide the base data for these listing sites.   I'm glad I was able to offer my assistance to [redacted] and point her in the right direction so she can resolve the situation and I wish her the best of luck. Best regards,Supervisor of Client Support - [redacted]