Complaints

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

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• 

  Yelp Inc.

  350 Mission Street San Francisco, CA 94105

• 

  Yelp.com

  11 Madison Ave Fl 14 New York, NY 10010-3670

• 

  Yelp Inc.

  140 New Montgomery St San Francisco, CA 94105-3705

• 

  Yelp Inc

  P.O Box 204393 Dallas, TX 75320

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:12/16/2022

  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.

  Yelp Business employee ***************************** misrepresented (and I do have it in writing) Yelp business's advertising promotion and I was overcharged. You will see several complaints online about other businesses being overcharged for this same $900 or $300 advertising promotion. Yelp Business acknowledged and stated they will issue a refund, but only issued a refund credit to my website profile, but will not refund me my money back. I already closed the website advertising to prevent from further fraudulent charges from being charged to my card on file. They no longer respond to any of my emails or phone calls.

  Business Response

  Date: 12/20/2022

  Hi ****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Quick ****************** Agency.
  
  Our records indicate you signed up for an advertising program on 10/28 with a $450 monthly Cost Per Click (CPC) budget (or a $15 per day average). You also included a $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. 
  
  Your advertising program also included a Yelp Boost promo of up to an additional $900 in free Yelp ad clicks be applied over 3 months. Please note that this promo was for an additional ad budget of up to $150, $300, and $450 each respective month, and not a discount on the services you signed up for.
  
  You ended your advertising program on 11/2. As advertising services have been delivered in accordance with the Terms (https://biz.yelp.com/tos/master_advertising_terms_en_us_20220927) you agreed to, we will not be able to offer you a refund. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, Inc.
  

  Customer Answer

  Date: 01/03/2023

  Hi ****,

  
  During the period of 10/28/22 to 11/2/22 Yelp only generated one lead and charged me $67.97. Also, I was not shown this master advertising term they stated I supposedly agreed to from the agent I signed up with.  The agent who signed me up stated how the promo would work was that I would pay for the first lead, and then the next lead would be paid by the $900 promotion they mentioned and go back and forth. How does one lead generated cost me $67.97. They agreed to reimburse me $62.97, and charge me for the one lead, but only gave me a credit on an account I already closed.
  
  I disagree with their refusal to credit me back since I was not shown this document, they stated I supposedly agreed to.
   
  

  
  

  ********************************
  CEO | Quick ****************** Agency

  Phone: **************

  Email: *******************************************
  License#*******

  Business Response

  Date: 01/06/2023

  Hi ****,
  
  Thank you for your response. Were sorry to hear about your continued frustration.
  
  An ad click is when a person clicks on your business's Yelp ad. When a user is searching on ********************** for a business in a certain area, we do our best to provide that user with a ********************** Ad applicable to their search. Yelp Ads appear above the natural search results, on your competitors' business pages, and in various other places around the website. Clicking on your ad impression will take the user to your business page on **********************, and you were being charged when someone clicked on your ad. You can view a breakdown of the number of ad clicks you received by logging in to your Business Account at ********************************** and clicking on the "Yelp Ads" tab.
  
  Users can also reach your business page through other means, such as our natural search results.
  
  Once a user is on your business page (regardless of whether they found it through an ad impression or through another means), additional actions they take while on your page may appear in the Customer Leads and Activity Feed sections of your Business Account. Please keep in mind that an action appearing in your Activity Feed or Customer Leads doesn't necessarily mean that that user clicked on your ad. Additionally, please note that you were not paying based on the number of Customer Leads. 
  
  To reiterate, the promotion used on your account was not a free trial or credit of any sorts. This was a promotion for an additional ad budget of up to $150, $300, and $450 each respective month, and not a discount on the services you signed up for. This could also be seen on the screen during your sign-up process through your Business Owners Account.
   
  Our decision not to refund will stand. You may reach out to our Customer Success Team at ************ with any further questions.
  
  Regards,
  Daisy
  Yelp, Inc. 
  

• Initial Complaint

  Date:12/16/2022

  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.

  The point I would like to make regarding the increased monthly charge from Yelp of $570 beginning in December 2020 was that I received no notice of the charge until I received an email dated May 1, 2022. This email was sent to me at *************************** Prior to that I had not received any notification of the change in monthly fee (from approximately $80 a month to $570) If I had known of this charge, I would have not authorized it. I am a small business owner and fees of this sort are not something I can sustain.You may ask why I had not noticed this on my Discover credit card bill prior to this date. Because of Covid, we were short of staff, we did not have anyone going through billing, so the charge was not caught. As I said, the moment I received a notice in my email from yelp indicating they were going to charge me $570, I canceled the charge.Since it is clear that Yelp had my business email account **************************** to send me a monthly notice of billing and they did not, I respectfully request that you refund an equal amount to the difference between the original amount ($80) and the unauthorized amount of ($570) for the period I was overcharged 18 months. This would come to $8820.

  Business Response

  Date: 12/20/2022

  Hi *******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for ***************.
  
  Our records indicate you signed up for an advertising program on 10/27/20 with a $360 monthly Cost Per Click (CPC) budget (or a $12 per day average). You also included a $210 monthly Page Upgrade package (or a $7 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. 
  
  Your advertising program also included a Yelp Boost promo of up to an additional $900 in free Yelp ad clicks be applied over 6 months. Please note that this promo was for an additional ad budget of up to $150 each month for 6 months, and not a discount on the services you signed up for.
  
  You ended your advertising program on 5/2/22. As advertising services have been delivered in accordance with the Terms (https://biz.yelp.com/tos/master_advertising_terms_en_us_20200402) you agreed to, we will not be able to offer you a refund. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, Inc.
  

• Initial Complaint

  Date:12/16/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 was offered $300 of ad credit for Yelp. I set a limit for $300 of ad spending because I only wanted to use the free advertising credit they offered. Shortly thereafter I received a charge of $26.30 for ad spending on my debit card! As soon as I recognized the charge, I canceled the service immediately since I had no interest in paying for advertising. (I should point out that I received no customers from Yelp during that brief time or since then.) I called Yelp to explain the situation and ask for a refund since it was clear that I only intended to use the credit that was given for free. After multiple chat and phone experiences, the customer "success" person said they only give refunds when "mutually beneficial." I tried further to explain my situation and that their system was set up in a manner that people end up paying for services they don't want. The customer "success" person refused to engage in trying to solve the issue and hung up on me. Yelp's ads for businesses are set up to trick people into paying for services they do not want, then Yelp refuses to give the money back when they get caught. Customers should be made aware of Yelp's deceitful practices and Yelp should return my $26.30. It is clear based on my actions that I did not believe I was going to be charged for this service, and as soon as I was charged, I did everything in my power to correct it. Yelp refused to cooperate or make it right.

  Customer Answer

  Date: 12/16/2022

  From: Rip It! Racket Stringing <******************************>
  

   

  Hi,

  Since I filed my complaint, case number 18599727, Yelp has promised to refund the money. Therefore I would like to withdraw my complaint. Thank you.

  *********************

  Rip It! Racket Stringing

• Initial Complaint

  Date:12/16/2022

  Type:Customer Service 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 post a Negative Yelp Reviews account for real estate ***************************** - RE/MAX . My review are true. My review is my firsthand experience as a customer of the real estate business. I am able to provide all the proof for my review statement. They said I violate their 'Terms of Service', delete my review and close all my Yelp account. Favor ***************************** lying on her side.

  Business Response

  Date: 12/21/2022

  Hi *****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns. 
  
  We have taken another look at your reviews of ***************************** - RE/MAX Olympic that our moderators removed and their decision to close your account and we to clarify our policies as they pertain to cases like this.
  
  As you may recall from the correspondence you've had with the Yelp Support team, reviews that aren't written from a customer perspective, or focus on elements outside of a customer experience aren't as helpful to prospective customers and may be removed. For example, reviews that share someone elses experience (even if done accurately) or reviews that speak only to a businesss hours, offerings, attributes, or policies may be removed. This information may be interesting or helpful to prospective customers, but it isnt sufficient for a review.
  
  While we appreciate your desire to share information about this business that other consumers may find relevant, your reviews should focus on your experiences as a customer of a business. Commentary or debate about a business's politics, philosophy, or employment practices can take place in Yelp Talk. 
  
  Additionally, repeated guideline violations may result in account closure.
  
  With that in mind, we still find that your review and account do not meet our policy standards and we stand by our original decisions to remove your reviews and close your account. 
  
  Thanks for understanding.
  
  Regards,
  *****
  Yelp Inc.

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18599044
  
  I am rejecting this response because:

  Your 'Terms of Service' is against the law.  You just removed my and other users' review with no reason.  ***************************** do not quality for a real estate agent since she voilated real estate law all the time, has DRE complaint. she is a liar. Other user also complain her. You removed the review. I do not think all the users are wrong.  You support the unethical **** Estate Agent Behavior, do not care user.  You are not trust worthy.  You are the company with no real company ethics and your business is a risk if  only care about your money. 

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

  Business Response

  Date: 12/22/2022

  Hi *****,
  
  Thank you for writing back. 
  
  We want to clarify that our moderators will remove reviews only if they find them to be in violation of our Content Guidelines or Terms of Service. Please note that reviews that aren't written from a customer perspective or focus on elements outside of a customer experience may be removed. 
  
  Please note that we cannot assist you further in this matter.
  
  Regards,
  *****
  Yelp Inc.

• Initial Complaint

  Date:12/14/2022

  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.

  Yelp is offering a free trial and when you cancel via the website they do not cancel and continuously bill the credit card. The other fraud is they are supplying leads to make you believe people are interested in your business and posting the leads internally. I wish to see someone investigate their business practices they are robbing hard working businesses.

  Business Response

  Date: 12/16/2022

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for ********** Boxing.
  
  Our records indicate you redeemed a $231 and $84 promotional ad credit on 11/16. To redeem the $315 credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put payment information on file. Our records indicate you signed up for an advertising program with a $330 monthly Cost Per Click budget (or a $11 per day average). You also included a $120 monthly Page Upgrade package (or a $4 per day average) for total charges of up to $450 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 promotion, you would have needed to log in and end the programs once that credit was used. 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. Advertisers also have the option to opt in to receiving billing confirmation emails in the Account Settings section of their account. 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. Please note that your promotion was applied during these billing cycles. 
  
  You ended your advertising program on 12/14. As advertising services have been delivered in accordance with the Terms (https://biz.yelp.com/tos/master_advertising_terms_en_us_20220927) you agreed to, we will not be able to offer you a refund. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, Inc. 
  

• Initial Complaint

  Date:12/14/2022

  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 had agreed to pay ***** per actual bee removal lead per month, with a *** of 30 per month.In the past, Yelp had charged me for all kinds of different clicks, including rats, ants, animals under house, etc. I went over this with Yelp rep that signed me up, and he assured me I would only pay for bee removal clicks.During the very slowest time of the year, Aug, sept, Oct, Yelp chatged me the full 300 per month, asserting I got 30 bee clicks per month.I didnt even get 30 phone calls total from all sources of advertising during this time. All 3 months were billed this way. Yelp provided no documentation for these charges yet conveniently says that I got same ***imum- each month.This is a scam!When I complained- asked for review- and to be shown documentation for charges, they refused and have now referred me to collections.They need to be stopped. Many reviews on line reporting same experience. NOT an honest company!

  Business Response

  Date: 12/16/2022

  Hi *****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Bee Conscious Removals.
  
  We are sorry to hear that you were not satisfied with your advertising campaign. When advertising with a Cost Per Click program, you are electing to pay every time a user clicks on your ad impression.  To be clear, while the goal of advertising on Yelp is to drive more traffic to the business page, which may ultimately result in more customers, it is important to keep in mind that results are not guaranteed. 
  
  Cost-Per-Click ads are delivered in categories matching your specific business, as well as other similar categories that our ad delivery system has identified as relevant. The price you pay per click is based on competition and relevance, but you'll always pay the least amount needed to win the click. We aim to maximize the number of clicks you get for your budget over the course of the month, and you should plan to have 100% of your budget fulfilled. Occasionally competitive demand prevents this, but you'll only be billed for the cost of the clicks you received in that monthly billing period.
  
  As advertising services have been delivered in accordance with the Terms (https://biz.yelp.com/tos/master_advertising_terms_en_us_20220201) you agreed to, we will not be able to offer you a refund. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, Inc.
  

• Initial Complaint

  Date:12/13/2022

  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.

  Starting on 11/14, the management for The apartments that I live at (Walnut Ridge Apartments) sent a few emails to all of the residents. The *********************** was offering to incentivize positive reviews on Yelp in exchange for "prizes". I contacted Yelp on 11/17, and they eventually confirmed that this is in violation of their policies because it is bribing. I have since followed up several times to see when Yelp will be removing the positive reviews made during that time by those who were bribed, and Yelp has not taken any action yet. As I had pointed out to the Yelp representative via email, Walnut Ridge Apartments has a total of 80 total reviews over the course of 9 years. There are seven positive reviews within a 3-day period that coincides with the period where *********************** was actively offering bribes (11/14 to 11/16). I'm not clear on the details but I'm sure this is illegal. Paying for positive reviews has been actionable offense against companies in larger cases. Please address with Yelp to remove the fraudulent reviews provided by those who were bribed, and please address with Walnut Ridge Apartments as needed.

  Business Response

  Date: 12/16/2022

  Hi ***********,
  
  Thank you for writing with your concerns regarding the business page for Walnut Ridge Apartments. 
  
  Please note that we don't publicly share the details of potential investigations. That being said, 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: *******************************************************************************************************************************************************************
  
  While reporting content doesn't guarantee that it'll be removed, our team looks at every inquiry and carefully evaluates the content against our guidelines. Each case will be reviewed by our team in the order it was received. 
  
  Typically, you will receive a response to your report of a review within a few business days. If you don't believe you've received our response, please be sure to check all email and spam folders (you *** want to add [email protected] to your contact list).
  
  Regards,
  *****
  Yelp Inc.

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18570441
  
  I am rejecting this response because: I have already addressed this issue with your team. Your team member, ****, responded to my report via email a couple of weeks ago. Your team has not taken action yet to remove these fraudulent reviews that were posted by residents that were bribed. That is the reason for my filing with the BBB. If you are not able to find the report that I made that your team has already responded to, feel free to use the documentation I provided to the BBB. Any further inaction and I will need to address by escalating to whomever the BBB recommends.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 12/20/2022

  Hi ***********,
  
  Thank you for writing back. 
  
  We want to reiterate that if you come across content that you feel *** violate Yelp's Content Guidelines (********************************************), you can let our moderators know by reporting it: *******************************************************************************************************************************************************************
  
  Although we cannot provide you with the resolution that you're seeking, we appreciate you taking the time to share your concerns.
  
  Regards,
  *****
  Yelp Inc.

  Customer Answer

  Date: 12/21/2022

  Complaint: 18570441
  
  I am rejecting this response because: There is no reason for you to reiterate anything. If you guys have not already processed my report that I filed previously, then you are just trying to lead me down a path that leads nowhere. Ample opportunity has been given to the Yelp team to address removing the fraudulent reviews from your website. It's now been over a month since those reviews were posted and several weeks since I reported it to your team. I will be escalating this report as needed.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 12/22/2022

  Hi ***********,
  
  Thanks for your feedback. 
  
  Our moderators will remove reported content only if they find the content to be in violation of our Content Guidelines or Terms of Service. Please note we don't provide further information on our internal practices. 
  
  Regards,
  *****
  Yelp Inc.

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18570441
  
  I am rejecting this response because: I have already confirmed with **** who works with your team that the bribes offered by ************ are in violation of your policy. For whatever reason you have decided to not remove the large influx of positive reviews posted by residents that accepted bribes during that short timeframe.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 12/28/2022

  Hi ***********,
  
  Thank you for writing back. 
  
  We want to reiterate that our moderators will remove reported reviews only if they find the reviews themselves to be in violation of our Content Guidelines or Terms of Service. 
  
  While we don't provide further information on our internal practices, we appreciate you taking the time to share your concerns and to bring the business's activity to our attention.
  
  Regards,
  *****
  Yelp Inc.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18570441
  
  I am rejecting this response because: I want further escalation to be addressed by BBB since Yelp is non-responsive to resolving the issue addressed. Yelp has made it very clear that they have no intention of taking any further action.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 01/10/2023

  Hi ***********,
  
  Thank you for writing back. 
  
  Please rest assured that Yelp's position has gone through appropriate internal channels. It's important to note that reporting content doesn't guarantee that it'll be removed, and our moderators will remove reported reviews only if they find the reviews themselves to be in violation of our Content Guidelines or Terms of Service. That being said, we want to assure you that our moderators look at every inquiry and carefully evaluate the content against our guidelines.
  
  Although we cannot provide you with the resolution that you're seeking, we appreciate you taking the time to share your concerns.
  
  Regards,
  *****
  Yelp Inc.

• Initial Complaint

  Date:12/13/2022

  Type:Order 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.

  My business name ************ is getting reviews and yelp is only showing reviews that has one star, than they call me and ask to pay monthly for the good reviews to be visible. Please help since that is directly impacting my business and that is the only source to take care of my family. Thank you

  Business Response

  Date: 12/14/2022

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page or Dream Motors. 
  
  Our recommendation software applies to all reviews in an effort to show the most helpful and reliable content to our users. Because our users overall write more positive than negative reviews, many of the reviews in the not recommended section tend to be some of those positive reviews.
  
  We also want to be clear that our recommendation software does not take into account a businesss advertising status and never has. Yelp's recommendation software is completely automated. Theres also no connection between the time a business starts, stops, or declines to advertise, and the recommendation of reviews. 
  
  If you believe that an individual has provided you with different information, we would like to investigate further. To that end, please provide us with the name of the individual whom you spoke with, their phone number, your phone number, and the date and time of your conversation with them, if known.
   
  We hope youll take the time to learn more about Yelps recommendation software here: https://trust.yelp.com/recommendation-software/
  
  You can also watch this video for an overview of how our recommendation software works: https://www.youtube.com/embed/TIaOBxcntqw?rel=0
  
  Regards,
  *****
  Yelp Inc.

• Initial Complaint

  Date:12/13/2022

  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.

  My web developer submitted my website to Yelp directory. Yelp representative setup up advertising. He said it had 30 days FREE. I subsequently received a bill for $995 for something that was supposed to be FREE and which I received NO services. This is fraud!. Email received says to call ****************** to clear it up. I spoke to ***** and *******, both of which hung up on me TWICE. I called back and spoke to *****************************. I specifically asked for a Manager and was told no one was available. This is the normal course for call center routine. ***** took my name and number and supposedly send to a manager for which I have no response. Yelp seems to have a common thread for false advertising and fraudulently charging for services NOT rendered. I would like a full refund for due to false advertising.

  Business Response

  Date: 12/20/2022

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for ***************** Advisors.
  
  Our records indicate you signed up for an advertising program on 9/29 with a $300 monthly Cost Per Click (CPC) budget (or a $10 per day average). You also included a $120 monthly Page Upgrade package (or a $4 per day average) for total charges of up to $420 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. 
  
  Your advertising program also included a Yelp Boost promo of up to an additional $150 in free Yelp ad clicks be applied over one month. Please note that this promo was for an additional ad budget of up to $150 for a month, and not a discount on the services you signed up for.
  
  You ended your advertising program on 11/1. As advertising services have been delivered in accordance with the Terms (https://biz.yelp.com/tos/master_advertising_terms_en_us_20220927) you agreed to, we will not be able to offer you a refund. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, Inc.
  

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18567866
  
  I am rejecting this response because:
  

  Unfortunately, I must strongly disagree with ***** from Yelp and their response to my complaint.  Under no circumstances would I have agreed to the advertising package she outlines in their response,  

  I never received any confirmation of this outlining the advertising package as she submitted.  Certainly,the salesperson absolutely never outlined the sales package as such. 

  I have never been a user of ********************** and am not familiar with their product.  Additionally, I do not know anyone who uses Yelp.
  

  Unbeknownst to me, Yelp apparently has volumes of complaints against them.  Complaints ranging from manipulating reviews to collecting child information without permission to paying people to make reviews. 
  

  Furthermore, an additional search provides additional complaints about their convoluted and difficult advertising scheme.  I am not the only person who heard the information as I stated in my initial complaint.  Many,many others have had similar experiences. 

   

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

  Business Response

  Date: 12/21/2022

  Hi ******,
  
  Thank you for your response. Were sorry to hear about your continued frustration.
  
  Your advertising program was a self-serve program, which means that ads can be customized or changed at any time or turned off by the business through the Yelp for Business Owners Account. 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. Starting ads also required you to put your payment information on file. 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 ************ with any further questions.
  
  Regards,
  Daisy
  Yelp, Inc. 
  

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18567866
  
  I am rejecting this response because:
  

  I followed the salesperson's advice and his words.  There was no mentioned of anything you suggest.  

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

  Business Response

  Date: 12/22/2022

  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 including inputting your card information and the decision to click start advertising.
   
  Our decision not to refund will stand. We will not be able to assist you further in this regard.
  
  Regards,
  Daisy
  Yelp, Inc. 
  

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18567866
  
  I am rejecting this response because:
  

  Yelp continues to avoid the actual event and experience.  Their response would be typical of a guilty person standing their ground no matter how guilty they are.  

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

• Initial Complaint

  Date:12/13/2022

  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.

  Date of charge was December 10th, 2022 Yelp called me offering a $900 dollar credit for advertising. The salesman *************************** assured me multiple times that my card would not be charged without my consent. He said on a recorded line that he would contact me prior to the card being charged so I would have the option to consent to the charge. This did not happen my card was charged $158.75 without my agreement and I expect a full refund from yelp for services that were not rendered.

  Business Response

  Date: 12/22/2022

  Hi ****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Dirty Vibe Media.
  
  Our records indicate you signed up for an advertising program on 12/5 with a $450 monthly Cost Per Click (CPC) budget (or a $15 per day average). You also included a $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. 
  
  Your advertising program also included a Yelp Boost promo of up to an additional $900 in free Yelp ad clicks be applied over 3 months. Please note that this promo was for an additional ad budget of up to $150, $300, and $450 each respective month, and not a discount on the services you signed up for.
  
  You ended your advertising program on 12/12. Our Customer Success Team is reviewing your account and will be getting back to you. Thanks for understanding. 
  
  Regards,
  Daisy
  Yelp, Inc.