ComplaintsforYelp Inc.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Yelp keeps calling my business line relentlessly over and over again with no regards to the impact it has on my businesses. Those calls are happening at all hours of the day or night. We have asked them to stop repeatedly and they just transfer to an other person.

  Business response

  04/24/2024

  Hi ********,
  
  We have placed your business on our internal Do Not Call list, and going forward you should receive no further sales communication unless you explicitly request otherwise.
  
  If you would like to update your email notification preferences, you can do so by following the instructions given here: *************************************************************************************************************************************
  
  Regards, 
  Daisy
  Yelp, Inc. 
  
  

  Customer response

  04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Yelp's account executives are consistently calling my business and harassing me with purchasing ads I don't need or want. I have asked them repeatedly to stop contacting me via phone and text and email and they continue to do so. Sometimes they call me more than once a day. I cannot delete my Yelp page without their authorization and they won't give me authorization. They also pick and choose the reviews that show on my account. I have had over 50 reviews and Yelp has hidden or refused most of them because they claim I asked for the review. I don't ask for reviews, and how would they know if I had?

  Business response

  04/22/2024

  Hi ********,
  
  We have placed your business on our internal Do Not Call list, and going forward you should receive no further sales communication unless you explicitly request otherwise.
  
  If you would like to update your email notification preferences, you can do so by following the instructions given here: *************************************************************************************************************************************
  
  I want to assure you with certainty that Yelp treats advertisers and non-advertisers exactly alike with respect to reviews. Advertising only buys ads and never higher ratings, removal of negative reviews or promotion of positive reviews.
  
  You'll find plenty of Yelp advertisers with negative reviews, and plenty of non-advertisers with five-star ratings across the board. Furthermore, there is zero relationship between the timing of when a review gets recommended and when a business decides to--or declines to--advertise. Reviews can be recommended or not recommended days, weeks, or even months after they were first posted, and a Yelp sales representative doesn't have any influence over when that might happen.
  
  Because our recommendation software is automated, the Yelp Support team cannot manually override the software to recommend or not recommend a review. Our recommendation software is automated precisely so that it can apply the same standards to every business and every review without being overridden by someone's personal preferences.
  
  That said, please note our recommendation software runs on a daily basis, so reviews that aren't currently recommended *** be recommended in the future, and vice versa.
  
  We hope youll take the time to watch our video about the Recommendation Software: *********************************************************************************************************************** and read more about common misconceptions here: ****************************************************
  
  If you come across content that you feel *** violate Yelp's Content Guidelines (************************************************), please let our moderators know by reporting it. You can do so by finding the content in question, clicking the flag icon on the website or the More Options/Overflow Menu (3 dots) on the app. You'll need to be logged into your account to report content.
  
  To learn more, please visit: *******************************************************************************************************************************************************************
  
  Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, ****

  Customer response

  04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as long as their representatives do not continue to contact me to purchase advertising. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a trial with Yelp ads on the month of November 2023. As it stipulated I could cancel it anytime I tried doing so before the trial period expired but couldn't find anything about it anymore. Also did not see any changes in my account's page traffic so I assumed it actually didn't go through. In February out of the blue I received an email saying that I owed them $324.91 for that same ads services that had been running all that time without my knowledge and without any results btw...It's extremely hard to talk to anyone without extended waiting time and of course they are saying they did provide a service so I should pay for it. Unfortunately I didn't want that service and could only cancel it once I managed to reach someone over the phone. I'll do ahead and pay if I have to but I think this is business malpractice to force people into keeping a subscription they only want to try by making it impossible to cancel it!

  Business response

  04/19/2024

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Cabaret Versatile.
  
  Our records indicate you redeemed a 14 day promotional trial for our Page Upgrade Package on 11/17/23. To redeem the promotional trial, you were required to sign up for our Page Upgrade Package and put payment information on file. Our records indicate you signed up for our $180 monthly Page Upgrade package (or a $6 per day average) for total charges of up to $180 per month. This monthly maximum was stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent you after you signed up for this program.
  
  Your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners Account. If you only wanted to use your trial, you would have needed to log in and end the programs once that trial was over. During your ad setup there were Q&As on the page explaining that you could stop your ads any time through the Yelp for Business Owners site and that you would continue to be charged for advertising services after the trial period. Your advertising program was billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month, and anytime you reach your billing threshold.
  
  You ended your advertising campaign on 1/26/24. Please note that you are currently running our $30 monthly Business Logo feature (or a $1 per day average). As advertising services have been delivered in accordance with the Terms (**********************************************************************************) you agreed to, we will not be able to offer you a refund
  
  Regards,
  Daisy
  Yelp, ****

• Initial Complaint

  04/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is issue with Yelp cmpany, they scam me by charging my card , Yelp been calling me want me to advertise with them for very long time, i never was interested to do business with them, they offer me 1000 usd credit just to try for one month, and we monitor that month but its was no business comes from it, and in just 3 weeks they charge my card ****** dollars without my concern, i keep callin g them everyday till i give up no one want to help me, they have game that they playing to keep transfering you from one to other till you give up and they hang up phone on you , very dirty ways of doing busines and scaming people , they will not provide me with any contract or document of this transactions they say its internal only , bottom lane YELP its scam company

  Business response

  04/20/2024

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Lite Auto Transport.
  
  Our records indicate you last ran an advertising program on 11/7/23 with a $720 monthly Cost Per Click (CPC) budget (or a $24 per day average). You also included a promotional $120 monthly Page Upgrade Package (or a $4 per day average) for total charges of up to $840 per month. This monthly maximum was stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent when you signed up for this program. Your advertising program was also billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month, and anytime you hit your billing threshold.
  
  Additionally, you redeemed a Yelp Boost promotion of ** to an additional $1050 in free Yelp ad clicks be applied over 3 months. Please note that this promotion was for an additional ad budget of up to $175, $350, and $525 each respective month, and not a discount on the services you signed up for.
  
  Your advertising campaign ended on 12/1/23. As advertising services have been delivered in accordance with the Terms (**********************************************************************************) you agreed to, we will not be able to offer you a refund. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, ****

  Customer response

  04/20/2024

   
  Complaint: 21597691
  
  I am rejecting this response because:

   

  The transaction was dont on a phone call with Yelp , I been offer 1300 as credit by yelp agent this conversation was recorded by Yelp , they refuse to give me the recording, plus everytime i call they either keep transfering me from one to others or hang up phone on me, what they saying is all there internal games note for there back up that all i was never sent any email or contract by mail or email, its was dont over the phone

  Only reaaso i say yes to try is because they offer me credit to use for one month and  they insure me that i will not be charge at all for the month but not even 3 weeks i was charge obn my card , they is fake buisness and scam , they will never accept to transfer me to a manager always person answer the phone call  and never found that  same person to talk with 
  
  Sincerely,
  
  ***********************

  Business response

  04/22/2024

  Hi ******,
  
  Thank you for your response. Were sorry to hear about your continued frustration.
  
  While our sales reps are able to walk you through the steps of the sign-up, our program is designed to be a self-service program. Sales reps do not have the ability to sign up for features. Signing up for advertising required you to click through each on-screen prompt as they appeared. These prompts displayed information which includes a full description of the promotion, cost per click estimate, daily average budget, monthly maximum budget and first expected billing date. All information is available to review in the final step of the advertising set up before you select to start advertising. This information was also sent in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email, which was sent to the email used to login to the **** after you signed up for your program. We also provide multiple resources such as our Customer Success Team to assist you with any issues.
  
  Our decision not to refund will stand. You may reach out to our Customer Success Team at ************ or ****************************************** with any further questions.
  
  Regards,
  Daisy
  Yelp, ****

  Customer response

  04/23/2024

   
  Complaint: 21597691
  
  I am rejecting this response because:

   

  Yelp response all lies , there sa;es rep  who contact me manytimes and ask me to log in to my  yelp account and step by step showing me how to sign up for program that hes giving me 1300 credit to use, i keep saying i dont want to be charge and assure me that will be no charge and cancel anytime if i dont like it for one month of trying, not just 3 weeks and i got charge , sales rep become very rude and hang up on me many time, that yelp number is all scam any one answer phone either put me on hold for very long or hang up , I ask to speack to manager no one want to transfer me , Yelp saying the conversation is recorded , but when i ask for my conversation with agent , they refuse to and hang up on me at one time the try to offer me half charge and that before they charge me full amount , i wantr my money back , now the block my free account so i dont use it, witch is ok will never ever do business with yelp or recommend yelp .

   

  There BBB please request the audionj recording and you can hear it your self that yelp agengt offer me 1300 and  assure me that will be no charge for full month of use .

  I dont have any support document because yelp did the whole deal over the phone and they have recording of my conversation

  Thank you for taking this matter seriousely 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  wrote review for work done on house. Yelp won't stop sending e-mails even though I unsubscribed to e-mails multiple times. **** also file with attorney general if it does not stop.

  Business response

  04/24/2024

  Hi ***,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding Yelp emails.
  
  To update your email preferences, log in to your Yelp account, click on your user photo in the upper right corner and select Account Settings in the drop down menu. From there, click on the "Email / Notifications" link and you'll be taken to a page where you can manage your email settings. Click the Save Notification Settings button in the bottom right corner when you are done updating your preferences.
  
  Regards,
  Lacey
  Yelp Inc.

  Customer response

  04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Yelp representatives persistently solicit our business, despite us repeatedly asking them to stop calling. We've made it clear that we have no interest in participating in their business platform. Despite our requests, Yelp salespeople continue to call us and refuse to apologize when reminded to remove our information from their database or cease all future calls. Their persistent attempts to push their services by offering supposed "lucrative" prospects through Yelp feel like harassment to us, and we demand that it cease immediately.

  Business response

  04/18/2024

  Hi ******,
  
  We have placed your business on our internal Do Not Call list, and going forward you should receive no further sales communication unless you explicitly request otherwise.
  
  If you would like to update your email notification preferences, you can do so by following the instructions given here: *************************************************************************************************************************************
  
  Regards, 
  Daisy
  Yelp, Inc. 
  
  

  Customer response

  04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We contacted yelp to update our address after a move and they refused to make the edit or provide a way to make the edit.

  Business response

  04/18/2024

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding *********************.
  
  While we allow users to submit changes, all submissions are still evaluated by our moderators to protect the integrity of the listing. in this situation, the information you submitted cannot be verified. 
  
  Please provide links to public-facing sources or a photo of a physical business card with your current business information to verify the requested changes. Once this information is available we will re-evaluate and update your listing.
  
  Regards,
  Jordan
  Yelp Inc.

  Customer response

  04/19/2024

   
  Complaint: 21590722
  
  I am rejecting this response because:

  1) By public sources, DO YOU MEAN THE LINK TO THE SECRETARY OF STATE WHERE OUR CURRENT STATEMENT OF INFORMATION CAN BE FOUND (WHICH HAS ALREADY BEEN PROVIDED TO YOU); OR

  2) are you "verifying" by some random website that could be changed and/or provided by a non-reliable source?

  As I explained to your "customer service" person on the phone multiple times--we cannot currently edit our website, as the developer placed a ip access restriction on the site and since we've moved, we don't have the same ip address--it will take several days to unlock the site and make the change on the site.  However, PUBLIC OFFICIAL RECORDS HAVE BEEN CHANGED--SEE THE ATTACHED, ADDITIONALLY, OUR SECTION 1505 REGISTRATION FROM THE SECRETARY OF STATE--relevant information has been highlighted to ensure that you understand and you are on legal notice.

  YOU CAN PUBLICLY ACCESS THESE DOCUMENTS THROUGH THE ********** SECRETARY OF STATE'S OFFICE!

  THINK AND STOP PROCESSING THINGS BASED ON A SIMPLISTIC, MYOPIC VIEW OF THE WORLD!  We have provided you with the OFFICIAL RECORD FROM THE ********** SECRETARY OF STATE--which is a PUBLIC, OFFICIAL RESOURCE--IT IS ATTACHED, AGAIN, FOR YOUR "VERIFICATION"

  MAKE THE CHANGE OR A CIVIL ACTION WILL FOLLOW NEXT!

  
  Sincerely,
  
  *********************

  Business response

  04/22/2024

  Hi ******,
  
  Thank you for writing back. 
  
  We've updated this business page: *****************************************************************************
  
  See you on Yelp!
  
  Regards,
  Jordan
  Yelp Inc.

  Customer response

  04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  HOWEVER, WHY DID IT TAKE FILING A BBB COMPLAINT TO GET THIS DONE--WHEN YOU WERE PROVIDED WITH THE SAME INFORMATION PREVIOUSLY AND SUCH INFORMATION WAS PUBLICLY AVAILABLE?

  
  Sincerely,
  
  *********************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were approached by a rep at Yelp.com to advertise. We were not interested at that time but we said we would try $200 of ads and see if any jobs came from this. On October 5th, yelp.com set up these ads for us. It was supposed to only be $200. I was charged a second payment ($325.22) on November 1st. I called into yelp.com to let them know I did not authorize any more charges and to refund me. I was told I had to submit an electronic form online which was emailed to me November 9th. I submitted this form but when I received another email (exactly same form) on November 14th, I filled this one out as well. I explained what happened and I checked off the option where I receive a complete refund for everything and to ensure no more payments are charged. I received a partial refund and then they charged me $570 on December 1st. I've emailed various yelp contacts including customer service dozens of times and I have not received one response in regards to these charges. I called in regularly as well and have spoken to several Managers who all assured me that I would receive a phone call and a resolution. Nobody has called me. I am awaiting a refund for $570 for the December 1st charge. Yelp.com reps continue to contact me to advertise, yet nobody contacts me about my emails or calls in to speak to a Manager regarding this refund. In my last email to a salesperson who was looking for my business, I stated that I can not entertain coming backuntil this can be resolved. Please let me know how you can assist with my Dec. 1st refund for $570. Thank you.

  Business response

  04/17/2024

  Hi *****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Kleen *********** & Duct Cleaning.
  
  Our records indicate you last ran an advertising program on 10/19/23 with a $450 monthly Cost Per Click (CPC) budget (or a $15 per day average). You also included a promotional $120 monthly Page Upgrade Package (or a $4 per day average) for total charges of up to $570 per month. This monthly maximum was stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent when you signed up for this program. Your advertising program was also billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month, and anytime you hit your billing threshold.
  
  Additionally, you redeemed a Yelp Boost promotion of ** to an additional $300 in free Yelp ad clicks be applied over 6 months. Please note that this promotion was for an additional ad budget of up to $50 each month for 6 months, and not a discount on the services you signed up for.
  
  On 10/19/23 and 11/17/23, our Customer Success Team provided you with a courtesy $450 bonus promotion. Please note that this promotion was for an additional ad budget of up to $450 each month, and not a discount on the services you signed up for.
  
  Your advertising campaign ended on 12/28/23. As advertising services have been delivered in accordance with the Terms (**********************************************************************************) you agreed to, we will not be able to offer you a refund. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, ****

  Customer response

  04/18/2024

   
  Complaint: 21583440
  
  I am rejecting this response because:

  I appreciate your response but I did not agree to an advertising campaign of $570 per month.  I agreed to try the service for $200 to decide whether it was working for us or not. Additionally,  in early October when I noticed more charges were coming out I called in immediately and was told I had to submit an electronic form.  I sent the dates in the previous message but this form is saying it's timed for me to send my transmission,  thereby please see the previous dates I sent as I'm not able to exit this form to confirm the exact dates.

  They sent me 2 forms early October which I filled out and sent right away.  I checked off the item that says refund everything and cancel.  I never asked for a monthly $570 campaign.  I was still charged $570 December 1st even after reminding them to stop these unauthorized payments .

  I know these forms were received because they refunded as per my 1st form. Two or three days later when they must have mistakenly sent the form again,  I filled it out again indicating refund everything.  They continued taking unauthorized payments out.

  In sorry your records show something that differs from what actually happened. That would be because nobody has been replying to any emails since I first contacted Yelp and nobody has been addressing this. Zero email responses. I get the same type of assistance when I call in and ask for a Manager. 

  The $570 unauthorized charge needs to be refunded.  Thank you.
  
  Sincerely,
  
  ***********************

  Business response

  04/18/2024

  Hi *****,
  
  Thank you for your response. Were sorry to hear about your continued frustration.
  
  While our sales reps are able to walk you through the steps of the sign-up, our program is designed to be a self-service program. Sales reps do not have the ability to sign up for features. Signing up for advertising required you to click through each on-screen prompt as they appeared. These prompts displayed information which includes a full description of the promotion, cost per click estimate, daily average budget, monthly maximum budget and first expected billing date. All information is available to review in the final step of the advertising set up before you select to start advertising. This information was also sent in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email, which was sent to the email used to login to the **** after you signed up for your program. We also provide multiple resources such as our Customer Success Team to assist you with any issues.
  
  Our decision not to refund will stand. You may reach out to our Customer Success Team at ************ or ****************************************** with any further questions.
  
  Regards,
  Daisy
  Yelp, ****

  Customer response

  04/19/2024

   
  Complaint: 21583440
  
  I am rejecting this response because:

  I am sorry but this response and outcome is not acceptable.  The set up was in fact completed on my behalf by your reps. *** changes were completed by your reps by phone.  As stated previously,  the two forms I filled out repeatedly stated to stop charges and refund I clearly checked of the statement that indicates a refund in entirety and stop payment.  Yelp still continued to charge my card after repeatedly calling in to speak to Managers since then to now. Additionally,   January 1st payment still came out of my credit card.  All communication has been dismissed from Yelp since day 1.  I continue to by contacted by salespeople yet nobody assists if there's a problem.  No accountability has been taken for these errors or for not communicating.  I will be awaiting the refund of $570 from December 1st.

  
  Sincerely,
  
  ***********************

  Business response

  04/19/2024

  Hi *****,
  
  Thank you for your response. Were sorry to hear about your continued frustration.
  
  Please note that weve thoroughly reviewed your account. Our decision to not refund is final. We will not be able to assist any further in this regard.
  
  Regards,
  Daisy
  Yelp, ****

  Customer response

  04/22/2024

   
  Complaint: 21583440
  
  I am rejecting this response because:

  I am sorry but this is not acceptable.  Unauthorized charges were made to my account.  I did not agree nor did I sign anything to agree to these charges.  I made every attempt to contact Yelp by email and by phone and the customer service reps seem to be coached on how to disregard and ignore these Unauthorized charges and customer calls and issues.  I have made numerous attempts to make Yelp aware and several emails documented all of which had zero response.  It is in fact criminal how this business operates.  The numerous other complaints online through BBB confirm this.  There is no communication and Yelp chooses to ignore customers.  I am *********** the $570 refund for December 1st. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They do not respond to phone calls. They are not providing any customer service

  Business response

  04/17/2024

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for ****** Portraits.
  
  You can contact our Customer Success Team with any questions regarding your advertising program at ************ or ******************************************* Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, Inc.
  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My personal address and phone number are being used on a listing called ************************** is not a brick and mortar location. It is an apartment complex. The address and phone number listed are private information and the phone number is being accessed by hundreds of spam callers and texters per week. This business does not exist and the hundreds of spammers are starting to affect my mental well-being. If yelp does not take action to remove my private phone number I will file a police report next.Yelp is a scummy degenerate business and their predatory practices are heinous.

  Business response

  04/16/2024

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding ***'s Music Lessons. 
  
  We've gone ahead and marked your business as closed, removing phone number and confirming street address has already been removed from business page, and while we don't remove business pages in cases like this, closed businesses eventually stop appearing in search results over time.
  
  Regards,
  _____
  Yelp Inc.

*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. ↩