Yext, Inc.

To Whom It May Concern, This is regarding NYRevdex.com Complaint #[redacted].  [redacted] was unable to sign up for an account directly with Yext because there was an active account with another service provider and we did not want him paying for the same service twice.  With Yext...

unable to cancel accounts on behalf of the other service provider, our hands were tied until they took action on the issue.  We were able to escalate this request on behalf of [redacted] and the other service provider cancelled the account, per his request.  I have communicated this to the client and he has since activated an account directly with Yext.   I'm glad we were able to assist the [redacted] with their request and we hope they enjoy their time with Yext! All the best,Supervisor of Client Support, Yext

To whom it may concern,We spoke with [redacted] on Friday in regards to her account. [redacted] was upset because when performing a search on [redacted] for her business name and a nearby town, she was not seeing herself in the results on [redacted]. She also noted that she was not able to find...

herself on [redacted] for the same search. Because of this, [redacted] declared that Yext was not fulfilling its promise to her, and there was no benefit to using Yext.We tried to explain to  [redacted] the way that Yext works, which is as follows: When a business signs up for Yext, we claim any existing listings that the business has on our publisher sites. If there are any sites in which the business is not already listed with a basic free listing, Yext creates one. Yext also allows the business owner to add extra content through their Yext dashboard, which we will then add to each of the listings. Yext also provides analytics with the account so that the business owners can track the progress of their listings and see exactly how many searches and profile views they are receiving. As far as searchability, Yext promises that the business will show up in the organic search results for their area. They will have the best visibility in the town in which they reside, and they may also have visibility  in searches for other towns in the surrounding area. This varies on a site by site basis, but generally most sites will list businesses within a 20-25 mile radius. We also explained to [redacted] that many of these sites do have a paid service on an individual basis where businesses can pay a large monthly sum to appear at the top of the searches in their town and other towns. Yext, however, does not participate in this type of non-organic search, since we have found that the most success lies within purely organic search and enhanced listings which attract user attention. (With all that being said, we did several searches with [redacted] on the phone, and were able to show her that her business was in fact showing up on some of our publishers in the surrounding town that she mentioned ([redacted].) We want to reitterate, however, that this is not part of the Yext promise, but rather a bonus added to the fact that she was already searchable in her own town/zip. We found this to be true almost immediately on 2 of our largest publishers, [redacted] and [redacted]. Once this was brought to [redacted]'s attention, she let us know that the service was still not useful to her, and that she would like a refund for the previous years service, as well as a full refund for this year's service.Our cancellation policy offers pro-rated refunds for any unused service, but since [redacted] was clearly very upset we offered to override our standing cancellation policy and honor a full refund for this current term. We let her know that a refund for the prior year would not be possible since we did in fact fulfill the service as it is sold. [redacted] accepted the refund, and we sent a follow up email to further clarify exactly what we do so that she would have this information in writing.At this time, we will not be able to fulfill [redacted]'s request for a refund for last year's term. We do wish her the very best of luck and are happy to address any additional questions.Best,Supervisor of Client Support

To Whom It May Concern,This is regarding New York Revdex.com Complaint #[redacted].  [redacted] reached out regarding an expired coupon still being advertised.  We've been trying to get in touch with [redacted] over the phone but have been unable to reach him so far.  We want to make sure...

that despite the miscommunication on what discount he got vs what he thought you got, we are still doing our best to ensure he is getting the best partnership and service possible.  We have, however, been corresponding over email and the client has since been honored a discount.Lastly, we have changed the banner and will not be offering a coupon anymore to avoid this situation moving forward.  We welcome [redacted]'s call to discuss the situation further!Thank you,[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. I've received an email from Yext and they said that they are working to resolve the problem.  I'm happy to see that there is...

some progress being made and will keep you updated once the problem is completely resolved. Thank you for your help.
Sincerely,
[redacted]

Hi [redacted],Thank you for reaching out. It looks like Ali and Brian were able to get in touch with you and come to a resolution offline. We appreciate your feedback, and we thank you for taking the time to speak with us.Warmest regards,The Supervisor of Support

To Whom It May Concern,This is regarding NYRevdex.com Complaint #[redacted] claimed that she did not intend to sign her business up for the Yext service.  When she requested to cancel the service, it was cancelled and a full refund was issued to [redacted]’s credit...

card.I was not able to get in touch with [redacted], but I did speak on the phone with her husband who was familiar with the situation.  We spoke at length about the details of [redacted]'s account and that it ultimately had been cancelled and refunded in full.  [redacted] confirmed that they have received the full refund but still believed we obtained the credit card information illegally. [redacted] received marketing materials from Yext and visited our website the morning of March [redacted], 2015.  As an online service, any one is free to purchase our service through our online flow. Any information collected during that process is entered in the new account and reference for any/all communication and transactions with Yext. After spending time on our website, using our free scan to see how her business listings appeared on different local search directories, and receiving a voice mail and email from a sales representative [redacted] purchased a subscription through our website.  The online flow on our website for purchasing a subscription is very similar to purchasing otherproducts or services online.  A subscription package was selected, the relevant business information including business name, address, phone number, description, and website were added, credit card information was added, the check box to agree to the terms and conditions of service was checked, and the “Place Your Order” button was clicked.  The order was place on March [redacted] at 9:03am EST.  As the service started that day, [redacted] began to receive emails from Yext.  These emails provided log in information, confirmed that her listings were going “live,” offered her a complimentary training call, among other things.  Next, [redacted] emailed our Support Team requesting to cancel her account.  Support attempted to reach out to [redacted]by email and phone in order to help her process her request.  When they were unable to reach her, her account was cancelled as she requested with a full refund.   I would like to apologize for any frustrations and I would be happy to discuss this in more detail with [redacted] if she wishes.  Thank you, [redacted] - Yext

To Whom This May Concern: This is in regards to Revdex.com Case # (ID# [redacted]). When [redacted] initially reached out to Yext about canceling his service, his account managers provided information about how to cancel via email. Given that the cancelation did not occur, his account was automatically...

renewed per Yext's renewal policy. When [redacted] spoke with our head of Support, Giulia, she reiterated this to him. Giulia also followed up with an email to [redacted] outlining what his available options are at the given moment. She stated that [redacted]'s service is still active, and his account is paid through 12/**/2016. Giulia did take the liberty of making sure the service does not renew at the end of the paid term. If [redacted] would still like to cancel the account effective immediately for a pro-rated refund, he may request this by replying directly to the email that Giulia sent. He may also email [redacted] directly. We sincerely appreciate [redacted]'s feedback on our cancellation processes, and it will certainly be taken into consideration for future Yext process improvements. Yext always strives to provide the best customer service possible, so our Support Supervisors will also be reviewing the cancellation instructions email to make sure it is as clear as possible. [redacted] is more than welcome to reach out directly to Giulia or our Support team at any time with any additional questions or feedback. Thank you,Yext

To Whom It May Concern,Our service is a paid service and is not the only solution for updating business listings.  While many sites will point a business to Yext because they trust our data, there are other ways to do it, which are often more manual.  It is important to remember that Yext has not provided the incorrect information about his business on the listings, we are just an optional solution to fix it.  I will again recommend that he reach out to the original provider of the bad data to resolve his issues.  While I do hear the business owner's opinion regarding our business model, I can firmly state that we do not have a monopoly and there is nothing else we can offer him in this situation outside of providing the paid service we offer.  If he'd like to check in for current promotional rates, we'd be happy to provide those.  We understand that this service does not fit the needs or wants for every business and we wish [redacted] the best of luck moving forward.  Regards,Supervisor of Client Support, 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]
[redacted]
[redacted]
[redacted]
 this has been resolved and they refunded my money. thank you

To Whom It May Concern, This is in response to complaint ID # [redacted]. We passed [redacted] review along to his Account Management team. This account team has reached out to [redacted] multiple times in an attempt to find a mutual termination agreement, but he has rejected all...

suggestions. Yext has refunded [redacted] for the overages to make sure that he is not paying more than is required. Yext will not be refunding him for previous services rendered, as agreed upon in the initial contract. If [redacted] has additional questions, he is more than welcome to contact his Account Manager or Yext Partner Support directly at [redacted].  Thank You.Yext

To Whom It May Concern, This is regarding Revdex.com Complaint ID #[redacted]. [redacted] is seeing her home address displayed on business listings for her old business, which has been closed since 12/**/12.  I called [redacted] to talk about her situation and we were...

able to come to an understanding about how this all happened and where Yext fits in. First, we were able to establish that [redacted] has never been a paying client of Yext, and as such, Yext does not have any of her business’s information and is therefore unable to provide it to any publisher websites.  Yext offers a solution for active businesses to manage their business listings by providing updated information to the listing that will display as long as the paid subscription is active.  However, since [redacted]’s business is closed, we agreed that Yext is not the best solution for her.  In an attempt to help [redacted] correct or remove the misinformation, I e-mailed her a document that has contact information for the publishers we work with and some other notable data providers.  Lastly, I appreciated her feedback about the sales representative she spoke with and have passed it along through the proper channel.  I would also like to apologize for the frustration those sales calls may have caused.  In the end, I’m glad we were able to get on the phone and set the record straight and hopefully [redacted] is able to get her information corrected.  Thank you,
[redacted]

To Whom It May Concern, This is regarding NYRevdex.com Complaint #[redacted].  [redacted] was unaware that his Yext account was set on an automatically renewing payment schedule.  When the charge went through he contacted the Yext support team where he was offered a pro-rated refund for all...

of the unused service left in the new billing cycle.  [redacted] did not accept this pro-rated refund and opted to file a dispute with his credit card company.  Once the credit card company opened the dispute, [redacted]’s account was cancelled so the dispute process could begin. I called [redacted] when we received the Revdex.com complaint and spoke with him at length about how our service renewed.  Since he agreed to our terms and conditions, which state that the account will automatically renew unless cancelled, his account was renewed on schedule, thus charging the credit card on file.  While [redacted] was not happy with the few different ways he was notified about this renewal, we came to an understanding about why the account is set up in that way.  Yext was not trying to charge his credit card without his authorization, we simply have the accounts on an automatically renewing cycle in order to prevent disruption of service between billing cycles, which is in the best interest of his business listings.  If the service ends, Yext is no longer able to provide his business information to the publisher sites we partner with.  When that happens, the client no longer has direct control over the listings and the correct information Yext had been providing could be removed by the publisher site since the Yext account providing the data is no longer active.  Had [redacted] cancelled the account before the renewal date, he would not have been charged.  After speaking with [redacted] on the phone, he has still decided to part ways with Yext and we agreed to provide him with the full refund as a courtesy for his troubles and frustration. We wish [redacted] the best of luck with managing his digital presence and we’re sorry that Yext wasn’t the best fit for his needs! Thank you,[redacted]

This is in response to Revdex.com Complaint ID# 1[redacted]. We appreciate [redacted] reaching out again. Per our last response to [redacted], Giulia has spoken with [redacted] about verifying his business information through the uploading of business documents to the verification site. It appears as though he did not complete this. We passed his latest Revdex.com message back to Giulia who was able to bypass this process and approve him within the system. Now that the verification is complete, [redacted] will receive his update request. To make this easier, Giulia has also escalated his request to [redacted] to update his information as soon as possible. We hope that this is helpful. If [redacted] has any further questions or concerns, he is more than welcome to reach out to us directly at su[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:

Completely unacceptable. It is clear that Yext is only interested in arguing with their customers not in reaching a solution for what they allege/even admit was a "misunderstanding". I believe it was fraud and misrepresentation. I will escalate this to to the Attorney general's office as well as make my dissatisfaction heard all over social media. It is going to cost Yext a lot more in lost business than the refund I am asking for and the fact that Yext won't come to an agreeable solution just proves to me even further that I am not dealing with a reputable company. I hope you give them an F rating for their terrible handling of this complaint. Algorithms..give me a break..what an easy out for you. Oh it is algorithms. Well I have nothing better to do today than post my dissatisfaction all over social media. 
 
 
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] is having difficulty correcting information about his business, specifically the category, on some online local search directories.  He is under the impression that Yext is obtaining this information from another...

source, providing it to the listing sites, and then asking him to pay to correct it.  I have attempted to call [redacted] several times to discuss his concerns but I have been unable to reach him.  I would like to make it clear that Yext does not get business information from any outside sources and does not provide data to any site for a business that is not an active and paying client of ours.  Yext only provides information for businesses who pay for an active subscription with us. This ensures that Yext is passing the best data for the business and it is coming from the business directly, as the sole data provider to the listings.  The reason Yext exists is because in the local search ecosystem, there is a problem where listings can be created by a multitude of different sources, such as data aggregators, many of which the business has no control over.  Yext has partnered with local search directories to give business direct control of these listings and our mission is to assist business owners with updating and syncing their information across the web.  I completely understand the frustration of having your business listed incorrectly.  And if Yext is not the right solution for [redacted], we totally understand!  In that case, I would recommend that he reach out to the sites directly to correct his categories.  Another option is to correct his information with different data aggregators or other base-data providers.  If he would like some help getting in contact with them, we would be happy to assist.  He can reach us by calling ###-###-#### or by emailing [redacted].All the best,Supervisor of Client Support - Yext

To Whom It May Concern,This is regarding NYRevdex.com Complaint #[redacted].  [redacted] was interested in cancelling his Yext account because he was unaware his account was set up to renew automatically unless cancelled before the renewal date.  Once the account renewed,...

he cancelled it himself on 4/**/2015 so it would not renew again after his paid-through date, one year later in 2016. [redacted] called into our Support Team to stop the service immediately and receive a refund the nest day, on 4/**/2015.  He spoke with a [redacted]t and was issued a pro-rated refund for all of the unused days of service left in his subscription.   [redacted]’s account is now inactive and he has been refunded.  There is no further action for us to take here but if [redacted] has any questions we would be happy to discuss further.Thank you, [redacted] - Yext

To Whom It May Concern,This is regarding NYRevdex.com Complaint #[redacted] where [redacted] was not satisfied with the package she had purchased with Yext.  I spoke with the client over the phone and we are able to come to a quick resolution.  [redacted] was interested in correcting her...

listing on a particular publisher site which was not included in the package that she purchased.  We spoke about how this mix-up could have occurred and then her options moving forward, either changing her package to one that does include the particular publisher site or cancelling the service altogether.  [redacted] decided to cancel the service altogether and receive a refund.  Everything is all set now for this client and we wish her all the best!Kind regards,Supervisor of Client Support, 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. I was told that they would remove my numbers and email from their lists and never contact me...

again. Should I receive calls or emails again, I will pursue every option to seek damage, penalty I can. I am also sharing my experience with members and online with my social media accounts. 
Sincerely,
[redacted]

To Whom It May Concern:I am writing in regards to Revdex.com complaint ID # [redacted].  After reading this complaint, I have gathered that [redacted] is unhappy with how she was treated by a Yext sales representative.  Also, she claims that the Yext sales representative manipulated her business...

listings to spite her for not purchasing our service through him.On behalf of the sales representative and Yext, we first of all want to apologize for her experience.  We have forwarded it to the sales manager for review, and we want to let her know that we do not condone such behavior. Next I would like to address [redacted]’s claim about the sales representative “trashing” her listings. As a data provider and a paid service, Yext can only update business listings for businesses that have paid for a subscription with us.  Her business listings exist on the web independent of Yext and since [redacted] does not have an active, paid, account with Yext, there is no way for anyone at Yext to have changed her information.In an attempt to rectify this situation and address her complaint, I called out to [redacted] on 12/*/2014.  [redacted] promptly terminated the call when I stated my name and intentions. We have since added her to the 'Do Not Call' list to prevent any future sales calls.  I also corresponded with [redacted] when she left a review on our [redacted] listing on 12/*/2014.  The review’s content was very similar to her Revdex.com complaint.   I replied publicly on the [redacted] page, which garnered a private reply from [redacted], to which I also replied. At this time, there is no further action that Yext can take to help [redacted] with her listings without a subscription.  However, we are happy to provide her with any publisher site contact information we have if she would like to contact these sites individually. We wish her the very best, and should she have any other questions, she can feel free to reach out to our Support Department.Thank you,[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]