Business Profile

Internet Services

Yelp Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Important information

Customer Complaint:
Yelp Inc. came to BBB’s attention in July 2007. A review of complaints done in June 2025. BBB recommends users review the following links for information related to paid products and billing.

Terms of Service
Basics
How to cancel your Yelp Ads and other paid products
How are promotional credits, boosts, and bonuses applied?

For additional support, please visit Yelp's Help Center.

Complaints

This profile includes complaints for Yelp Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,856 total complaints in the last 3 years.
532 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 19, 2025, I signed up for a trial with Yelp that was supposed to end on July 19. I received no reminder that the trial was about to end and then my bank was charged on July 25 for $93.11. I would like a refund since I cancelled the service on July 25, 2025.
Business Response
Date: 07/28/2025
Dear ********,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/29/2025

Complaint: 23663806

I am rejecting this response because: none of the options say anything about a refund. I was not notified before being charged. I believe it should be a common courtesy for a business to notify a customer when a trial is ending and they are about to be charged.

Sincerely,

******** *****
Initial Complaint
Date:07/22/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A Yelp **** contacted me for months to sale *** services for my business, however, I previously opted not to activate this service. On 06/27/25, the yelp sales **** called and offered a $350 promotional credit to try the service. I agreed to try the service under this promo. credit, since the *** use the promo. credit before charging your card. After several days of the ads running, despite having the ads target location set to a very small radius around my business ******** location, I received 3 leads that were all in **. Therefore, I adjusted the target to specific zip codes in ** but the following lead was located in *************. Due to not receiving leads in my business area, I canceled the ads on 07/06 for the earliest cancellation date, 07/07. At the time of cancellation, I still had promo. credit remaining and I adjusted the ad budget to the lowest since the service would have to keep running for another 24h. I received a confirmation email of this cancellation. On 07/10/25 **** ***** *. emailed me and on 07/14/25 I received another lead. Due to receiving this lead, I went to the app and noticed the ads were running again and I immediately responded to ******* email regarding this since I already canceled. Til this day, ***** has not responded to that email, despite contacting me repeatedly prior to get my business to buy their ads service. I also called after sending that email in an attempt to rectify the situation immediately. The representative stated that although I cancelled, I needed to return to the app to cancel again since I had a package. However, the confirmation email didn't state anything regarding additional steps to cancel, in fact, it states "successfully cancelled". The services were not split at the time of registration with the **** and there was only 1 cancellation button. They charged me $58 dollars and now they are trying to charge an additional $154.90 for the week after I canceled AND received email confirmation. WHAT A SCAM!
Business Response
Date: 07/23/2025
Dear Aliyah,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/24/2025

Complaint: 23638973

I am rejecting this response because: this is an automated reply. I contacted Yelp prior to writing this complaint on BBB and requested to speak to a manager. The manager called a week later to explain that while they've received this exact issue several times in the past, I would've needed to return to the app to cancel again after I canceled. Which is insane to me! If I clicked the cancel button AND received confirmation via email that didn't mention any further required steps, then why would I think to return to the app to cancel again? It doesn't make sense and it's a clear method to bill business owners for unwanted services! A complete scam! Especially if the manager stated that it happened several times in the past with other customers! Why wasn't this issue fixed?

Sincerely,
Aliyah
Business Response
Date: 07/25/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

Once again, to ensure we efficiently assist you, please contact us directly at Yelp HQ. We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/28/2025

Complaint: 23638973

I am rejecting this response because: Again, I already spoke with a manager prior to leaving this complaint, the issue was unresolved. If there is someone else I should speak to, they should reach out to me directly or at-least provide a direct email to contact them. This response instructing me to contact "Yelp HQ" without providing any contact information doesn't help the situation at all.

Sincerely,

****** **********
Initial Complaint
Date:07/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We are a new small business and Yelp keeps blocking any good review we get. We are not purchasing their paid adverstising and feel that this may be the potential reason why. This is negatively hurting our business. We do not actively solicit reviews from our customers so there is no reason for these to be blocked. We believe that Yelp does this to other small business also and it their sales people call every day even repeatedly being told to remove us from their call list. So far they have blocked 3 reviews
Business Response
Date: 07/23/2025
Dear *****,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/24/2025

Complaint: 23626190

I am rejecting this response because the information isn't useful, the link provided doesn't work which was ***************************************************************************** sorry. The message is We cant find the page youre looking for. I want them to contact me or provide a direct contact name and contact information, not send me to their website. Their algorithm is incorrect and its hurting small businesses by blocking reviews and I stand by original complaint.

Sincerely,

***** *******
Business Response
Date: 07/25/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

Once again, to ensure we efficiently assist you, please contact us directly at Yelp HQ. We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/28/2025

Complaint: 23626190

I am rejecting this response because Yelp keeps saying contact them directly but they are not providing a direct phone number or contact email? There website is just a series of FAQs. They can provide a direct email or phone number.

Sincerely,

***** *******
Business Response
Date: 07/28/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

We look forward to assisting you directly at Yelp HQ. However, we will no longer be able to assist.

Best regards,
Yelp HQ

Customer Answer
Date: 07/29/2025

Complaint: 23626190

I am rejecting this response because again there is no way to contact them via yelp hq, would love for them to provide an email or a phone number that can be used to contact them. Their answer is basically not an answer. As I provided a screen shot previously where they direct a consumer to go is not useful.

Sincerely,

***** *******
Initial Complaint
Date:07/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
URGENT: Unauthorized Charge on My Personal Card Immediate Refund Requested Dear BBB,I am writing to formally dispute and request an immediate refund for an unauthorized charge of over $200 to my personal credit card. I am not a business owner and never intended to create or manage a Yelp business account. Despite making this clear, I was still set up with a business page I did not request or agree to ********* make matters worse, my personal card was charged without my full understanding or consent. I did not knowingly authorize any advertising or premium services, and I have received zero value in return. I have already reached out and was denied a refund, which is deeply upsetting and unacceptable.I am a young mother working hard to support my family. That money was earmarked for bills and basic living expenses. Having it taken from me in this way is not only financially damaging, but also feels deeply exploitative.I am asking again respectfully but firmly that ***** issue a full refund immediately. If this is not resolved, I will be forced to escalate the issue further, including disputing the charge with my bank, filing a complaint with every option possible, and sharing my experience publicly on all relevant platforms.Please do the right thing. This is not just a number on a balance sheet it was money I desperately needed.Sincerely,****** ******
Business Response
Date: 07/18/2025
Dear Haylee,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:07/15/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Submitted a "business profile" in 2018, paid $17.76. Since that time have asked YELP to remove/close business profile. They accept unwarranted, false claims against my business site that are not connected to my business site - refuse to remove negative, false comments and refuse to close/remove the business profile. When I asked them to "close" my Massachusetts business location from 2016 - they, without permission, updated and violated by privacy by updating the business page with my Arizona business address. They again refused to remove/delete the account. It is causing much distress and negative impact on my business profile.*********************************************************************
Business Response
Date: 07/16/2025
Dear *****,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/17/2025

Complaint: 23606144

I am rejecting this response because:

Sincerely,

***** *****
Customer Answer
Date: 07/17/2025
I have contacted YELP dozens of times as indicated in their "recommended actions" response. They have not addressed my complaint and request to remove comments that do not apply to the business office location. I would also like the account closed. I have been trying to close it since 2018. They simply refuse.
Business Response
Date: 07/18/2025
Dear *****,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/19/2025

Complaint: 23606144

I am rejecting this response because: you have not closed and removed my profile and account. Nothing has happened.
your company sent instructions for closing the account, but your company never follows through and closes the account.

Sincerely,

***** *****
Business Response
Date: 07/23/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

We look forward to assisting you directly at Yelp HQ. However, we will no longer be able to assist.

Best regards,
Yelp HQ

Customer Answer
Date: 07/23/2025

Complaint: 23606144

I am rejecting this response because: The business said "they will no longer be able to assist". Which I interpret as they will do nothing to resolve the issue.

Sincerely,

***** *****
Initial Complaint
Date:07/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 12, I was charged $439.49 by Yelp. I created a 30 day trial account with ********************** and I was trying to see how it would work for my business. I did not get any leads having my business on theplatform so I tried to cancel Early, which was the first week of June. They did not have the delete account button accessible to me and I calling, but could not get a hold of anyone until June 3 which is when they said it was too late to cancel and receive a return on the money that they said I owe them. I would like to receive my money back because they told me that I could cancel at any time, and I was not able to cancel when I wanted to because I could not find the location to delete the trial. When I spoke to customer service, they only gave me an option for a payment plan, but they said that there was nothing they could do to give me my money back, which I do not agree with because when I signed up, I wanted a option where I could just have my business on the platform which they tried to upsell me and had me sign up for a trial that I couldnt even cancel which I think they did on purpose. When I spoke to the customer service **** he told me there was a free option which the person who signed me up never even mentioned. I feel like I was bamboozled out of my money and I do not appreciate them not trying to work with me afterwards.
Business Response
Date: 07/16/2025
Dear *******,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/17/2025

Complaint: 23604284

I am rejecting this response because:

Sincerely,

******* ********
Customer Answer
Date: 07/17/2025
Reason I am rejecting them from not refunding my money is because when I speak with the customer service they continuously gaslight me by telling me how many people were driven to my page and not listening to my actual complaint, which is that I was not able to cancel when I wanted to. They said its an easy process, but it wasnt for me. I tried googling how to cancel my Yelp business page and what I linked below is what popped up. They told me it was as simple as going to the billing page and canceling, but I did not experience that on my end. I dont like the idea of them acting as if the process was easy, everyone has different levels of understanding how to use technology and for me it wasnt as simple as it was explained. I would appreciate some consideration to the fact that I did try calling them, I did try to cancel myself and also the fact that I did not use their services. Please help me with flighting this because their customer service team is built on sales, not understanding the customer. I have not had a good experience with communicating with them and do not want to call them again about this matter because I feel unheard.
Business Response
Date: 07/18/2025
Dear *******,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/23/2025

Complaint: 23604284

I am rejecting this response because:

When I initially tried to close the account I did a ****** search and this is what I came across (the screenshot in the attachments), so when I went into the yelp business app, I was not sure exactly how to go about canceling so I gave yelp a call, but I believe it was after their business hours, when I tried calling again, the person helped me cancel it and I found out it was already too late. When I have spoken to the customer service representatives, both of them gave me a response that only highlighted the fact that they helped my business reach over a certain number of people and I told them that is not the point that I am making, I would like a refund because I was not able to cancel when I initially tried to before I was going to be charged. I honestly feel like they make you do the 30 day trial and make it somewhat hard to cancel the account even though they say you can do it yourself, so that youre locked in to having to pay. I felt somewhat discriminated against when I spoke to the customer service **** because they made it seem like I was lying, that I was trying to get over on them and that I should have known how to utilize the app because its easy, but I didnt and that was what I was trying to express to them. They told me there is nothing that they can do about the charge so that is why I am rejecting this answer. I do not want to speak to them anymore. I just want to be treated fair in this situation.
Sincerely,

******* ********
Business Response
Date: 07/23/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

Once again, to ensure we efficiently assist you, please contact us directly at Yelp HQ. We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/24/2025

Complaint: 23604284

I am rejecting this response because when I call I dont get the assistance I need. I am continuously told the same thing.

Sincerely,

******* ********
Initial Complaint
Date:07/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint due to poor communication and a lack of accountability from Yelps advertising team, which resulted in an unfair charge of $109.41.After signing up for Yelp Ads, I realized within the first week that the service was not a good fit for my business. I immediately emailed my representative, ***** ********, requesting to cancel the campaign. However, she never responded, nor did she inform me that my account had been transferred to a different **** Lati. Had I been notified of this handoff, I would have reached out to Lati directly and canceled before incurring a second weeks charge.Despite my proactive attempt to cancel, Yelp charged me for an additional week due to their internal miscommunication. I reached out to Yelp support to request a refund for the second week, but they refused, only acknowledging the first weeks charge as valid.I am currently going through a difficult financial situation related to an unexpected move, and every dollar counts. I believe it is only fair to be refunded for the second week since my attempt to cancel was ignored, and I was not given a clear point of contact to stop the ********** not asking for a full refundonly the $109.41 charged for the second week that could have been prevented if Yelps communication with clients was more transparent and timely.I hope Yelp chooses to do the right thing and resolve this matter promptly.
Business Response
Date: 07/16/2025
Dear *******,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:07/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for Yelp's free trial account for one month which ended on June 6/25. I cancelled my account with confirmation on May 15/25 well before the end date. On July 1/25 I got a bill for 99.62$. When I contacted customer service they said I did not cancel my "business" account but this other account which is for leaving reviews or some such which I had no idea I had or that it even existed. I asked them to terminate my "business" account immediately not knowing it still even existed and they said no problem but I would be charged again for the remainder of the month extending into July. So I will be receiving another bill from them for a service I did not want and fully believed I had already terminated. The customer service *** I spoke to was ***** R Customer Success Manager | ********************************** ref:!00D300vCN.!500Qq0a68J8:ref I feel this was completely misleading. I signed up for a 1 month trial account and discontinued it a couple of weeks later. There was no indication there were two different accounts created one for leaving reviews and one for the "business". I feels like it is a scam and unless you read the very fine print they rope you into a subscription without your willing consent.
Business Response
Date: 07/16/2025
Dear *****,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:07/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I activated Yelps advertising trial on 9 September 2024 using the advertised $300 promotional credit. My dashboard shows I spent roughly $270 of that credit and then manually paused and cancelled the campaign because it produced no paying customers. ********************** e-mailed me a confirmation that the campaign was stopped.I did not re-enter the ad account or receive any billing alerts. While reviewing my Payoneer statements in May 2025, I discovered two silent withdrawals that had gone unnoticed: $107.27 on 9 October 2024 $220.95 on 1 November 2024 No e-mails, invoices, or phone calls warned me these charges would occur. Yelps own spend report (screenshots attached) lists:September 2024 Ad spend $162.19 October 2024 Ad spend $343.14 Total ad spend $505.33 After subtracting the $300 credit, the maximum amount that could have been due was about $205.33, yet Yelp charged my personal card $328.22. At cancellation there was still roughly $25 of unused promotional credit, making the overcharge even larger.I contacted Yelp support, but they did not acknowledge the discrepancy or offer a refund. The lack of billing notifications and the mathematical mismatch indicate a serious billing errorif not intentional overcharging.I am attaching: The original $300 credit offer The e-mail confirming campaign cancellation Dashboard screenshots showing monthly spend totals Payoneer statements showing both withdrawals Desired Outcome Full refund of the $328.22 taken from my Payoneer card.Reasonable compensation for the stress, time, and effort required to resolve this issue.Internal review and correction of Yelps billing system to prevent similar unauthorized charges.I have also filed a report with the ************************ and ask BBB to assist in resolving this matter fairly.
Business Response
Date: 07/16/2025
Dear *********,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:07/11/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed an autopay authorization with the Joint Chiropractic for $89 per month. Fortunately, all of my problems were resolved in the first few visits. I informed them personally, that I wanted to discontinue the autopay agreement. in May. I have called them and asked them to stop but they continue. I have challenged the charges with my bank.Since then, they have continued to charge my account on a monthly basis. I have challenged the charges with my bank. These guys either don't have their act together from an admin standpoint or are maliciously chasing profit at my expense. Don't sign any autopay agreements with them!
Business Response
Date: 07/11/2025
Dear *******,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/12/2025

Complaint: 23585676

I am rejecting this response because: A refund if of unauthorized payments has not been supplied. Next step is to small claims court or holding up a placard in front of their business describing their business practices.

Sincerely,

******* *****
Business Response
Date: 07/16/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

Once again, to ensure we efficiently assist you, please contact us directly at Yelp HQ. We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/18/2025

Complaint: 23585676

I am rejecting this response because: They still owe me $89. i followed all of their cancellation policies in a timely manner. if they did not manage this internally as they, should I am not responsible

Sincerely,

******* *****
Business Response
Date: 07/18/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

We look forward to assisting you directly at Yelp HQ. However, we will no longer be able to assist.

Best regards,
Yelp HQ

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