Business Profile

Internet Services

Yelp Inc.

This business is NOT BBB Accredited.

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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

1,861 total complaints in the last 3 years.
530 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:08/15/2022
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.
https://m.yelp.com/biz/babyblueeyes-ragdolls-cattery-*******
Business Response
Date: 08/16/2022
Hi *******,

Thank you for writing.

It sounds like you have some concerns about the business page for BabyBlueEyes Ragdolls Cattery.

Please provide us with a description of your concerns. With this information, we'll be better able to assist you.

Thanks, and we look forward to hearing from you!

Regards,
*****
Yelp Inc.
Customer Answer
Date: 08/16/2022

Complaint: 17717390

I am rejecting this response because:
I would like this review removed as it is false information and is giving the wrong information regarding my business
Sincerely,

*****************************
Business Response
Date: 08/18/2022
Hi *******,

Thank you for writing back.

It sounds as though you have concerns about ********************** and ******************'s reviews of BabyBlueEyes Ragdolls Cattery.

After careful evaluation, we have decided not to remove this content. When reviewing user content, we look at a number of factors, including potential conflicts of interest, threatening or lewd commentary, and whether content has been posted to the correct business page. If a review falls within the bounds of our tolerance for strong language, appears to meet our guidelines and reflect the users personal experience and opinions, it is our policy to let the user stand behind their review.

Business owners can address concerns or misunderstandings via their Business Account by posting a public comment or sending a private message to the reviewer. For further information on using Yelp, please find answers to frequently asked questions in our ************** (http://www.yelp-support.com).

For future reference, if you come across content that you feel *** violate Yelp's Content Guidelines (http://www.yelp.com/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: http://www.yelp-support.com/article/How-do-I-report-content-that-violates-Yelp-s-Content-Guidelines-or-Terms-of-Service?l=en_US

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).

If you are asking for your business to be removed from Yelp, please note we don't remove business information. While some business owners might prefer to keep a lower profile, this kind of information is publicly available and its use is protected under the law. More importantly, we believe that the public benefits from sharing their experiences with local businesses.

That being said, if you would like to suggest general business information updates (hours, phone number, etc.), you can do so by following these instructions: https://www.yelp-support.com/article/How-do-I-suggest-changes-to-the-general-business-info?l=en_US

Regards,
*****
Yelp Inc.
Initial Complaint
Date:08/14/2022
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.
After checking online details about a business, I drove an hour to reach it only to find it was closed for no legitimate reason. Since yelp is a review site, I checked in as required and proceeded to leave a reviewing recounting my experience. Yelp pretends to have integrity, but they removed my review advising they updated details about the business that no longer apply. Even worse, they sent the notification from a no reply account and everything about their portal says, "Do not contact us". Yelp continue to find ways to favor the business over the review even thought honest feedback is exactly why people consult Yelp. I left an honest review of the business and my experience and violated none of the published policies. Yelp needs to leave my reviews alone and if the business has a problem with my review, they either need to get their act together, or *** me, because being upfront and honest is exactly what I do and maybe Yelp can learn a ****** from that.
Business Response
Date: 08/16/2022
***********,

Thank you for writing. We are glad to have this opportunity to address your concerns.

We are unable to locate your account with the information that you've provided.

Please reply to this message with a direct link to your account and the case number on the email you received from our moderators so that we can take a look.

Regards,
*****
Yelp Inc.
Initial Complaint
Date:08/13/2022
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.
The Yelp platform has taken the data of our company ASYP, LLC DBA KUBANOMAHA and created a duplicate profile to force us to buy their leads generated from a ****** Ads account with account number: ************, even though we put contacted them to remove our company information from their platform, they hide behind a platform policy that company data is public and cannot be removed because customers have the right to view public information , ASYPLLC DBA KUBANOMAHA understands that this does not give them any right to create new profiles of our company in ******, for example: Profiles like Nextdoor, this dishonest platform continuously insists on calling our business with the intention of verification, affecting with all this the domain main company in ****** and the locations on the map of the company ASYP, LLC DBA KUBANOMAHA, since they work as associates of ****** and have access to the information of the accounts in ******.
Business Response
Date: 08/16/2022
Hello,

Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page for **********.

We were able to locate one business page for your business on Yelp: https://www.yelp.com/biz/**********-***********. We were not able to locate a duplicate business page for your business on Yelp. If you believe there is a duplicate page, please reply to this message with a direct link to the page so that we can take a look.

If you are asking for your business to be removed from Yelp, please note we don't remove business information. While some business owners might prefer to keep a lower profile, this kind of information is publicly available and its use is protected under the law. More importantly, we believe that the public benefits from sharing their experiences with local businesses.

If you are concerned about search results on ****** or about your business being listed on other websites such as Nextdoor, please note we cannot control what gets displayed on other sites, and we suggest you contact them directly about your concerns.

Thank you in advance for your understanding.

Regards,
*****
Yelp Inc.
Customer Answer
Date: 08/17/2022

Queja: 17712823

Estoy rechazando esta respuesta porque: Adjuntamos los archivos de las cuentas duplicadas que Yelp supuestamente no pudo encontrar, solicitan la url para borrarla porque tienen acceso, damos la queja la borran y la recrean.

Sinceramente,

Asyp, Llc Dba Kubanomaha
Customer Answer
Date: 08/17/2022
*****************;
Vice-President
ASYP LLC
DBA KUBANOMAHA
Business Response
Date: 08/22/2022
Hi ******,

Thank you for writing back and for the additional information. Please note at this time, our US associates are currently fielding non-English language inquiries and will be responding to all inquiries in English. Thanks for your patience and understanding.

We want to clarify that there do not appear to be any duplicate pages for your business on Yelp. Screenshot 443 that you provided is the business page: https://www.yelp.com/biz/**********-***********.

Screenshot 442 is your consumer user account: https://**************************/user_details?userid=**********************. This type of account is for personal, non-commercial use. To learn more about Yelp for Consumers, please visit our *************** https://www.yelp-support.com/Consumers?l=en_US. If you would like to close your consumer account, please submit an account closure request here: http://yelp.com/support/contact/account_closure?src_article_id=*********

Screenshot 463 shows the homepage for your business account. A business account includes a free suite of tools to showcase your business and connect you to the Yelp community. To learn more about Yelp for Business, please visit our *************** https://www.yelp-support.com/Yelp_for_Business?l=en_US

Screenshot 441 shows where you can update the hours for your business page in your business account.

Screenshots 433 and 440 appear to be error pages. Screenshot 433 looks like an error page for the business page, while Screenshot 440 appears to be error page during the ads signup process. We suggest you try clearing cache and cookies on your web browser and see if that resolves the issue. If you continue to encounter errors, please submit a bug report here: https://www.yelp.com/support/contact/report_bug?src_article_id=*********. If you would like to speak with a sales representative, please call **************.

Regards,
*****
Yelp Inc.
Customer Answer
Date: 08/26/2022

Complaint: 17712823

I am rejecting this response because:ASYP LLC DBA KUBANOMAHA AS OUR BUSINESS CONTINUES TO HAVE SERIOUS CONSEQUENCES DUE TO THIS AS THEY HAVE CREATED DUPLICATE PROFILES OF OUR BUSINESS WHICH ARE NOT REAL.

Sincerely,

ASYP LLC DBA KUBANOMAHA
Business Response
Date: 08/29/2022
Hello,

Thank you for writing back.

We want to clarify you have one business page, one business account (which is used to manage the business page), and one consumer user account.

Your business page for ********** can be found here: https://www.yelp.com/biz/**********-*********** . If you are asking for your business page for to be removed, please note Yelp publishes business information so that consumers can share their experiences about local businesses, and because the information is typically a matter of public record and public concern. Therefore we dont remove such information from the site. While we understand that some business owners might prefer to keep a low profile, its important (and a legal right) for consumers to be able to find and share helpful information about great local businesses.

A business account is the account you log into at biz.yelp.com or through the Yelp for Business app to manage your business page. If you would like to close your business account, you can submit a request here: https://www.yelp.com/support/contact/business_account_closure?src_article_id=********* . Please keep in mind that while closing your Business Account means you'll no longer be able to log in at biz.yelp.com or through the Yelp for Business app, the business page (https://www.yelp.com/biz/**********-***********) will remain on Yelp as we do not remove business information.

Lastly, if you wish to close your consumer user account (https://**************************/user_details?userid=***********************, please submit an account closure request here: http://yelp.com/support/contact/account_closure?src_article_id=********* .

Regards,
*****
Yelp Inc.
Initial Complaint
Date:08/11/2022
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 am writing in regards to a review on my Yelp Business Page that Yelp refuses to take down even after all of my valid complaints and reported filings of this review. I have attached a screenshot of this review below. I am requesting this review be removed as this promptly features racism by reviewer Nem J.'s "****************" comment mentioned a few times in this review. With the current political climate with ***************** this further fuels Anti-******* Xenophobia. This goes against Yelps own policy which states We allow reviewers to describe the appearance, attitude, and behavior of staff or other patrons involved in their consumer experience in their own words, but ask that they do so without resorting to stereotypes or terms that are demeaning towards a person or group based on their identity. Reviewer Nem J.s word choice clearly is demeaning racist, fueling more Anti-******* Xenophobia. I still don't understand how Yelp's policies are in line with the current political climate of 2022 and the standards of general political correctness.Would it be acceptable if I described someone in a review as "Black" or "Asian" -- I am not sure if it would.I feel highly offended that Yelp is choosing to keep this review up as I find the way "****************" was mentioned by Nem. J is completely inappropriate, demeaning and politically incorrect. Yelp's policy regarding this does not align with everything that has occurred politically in this country in the last 2 years (Black Lives Matter, Anti-Asian Hate Crimes and now Anti-******* Xenophobia). My request is 100% valid based on this. I have also tried reaching out to ******************************* and supervisor ******* (email: [email protected]) who have completely ignored my claims, have not tried to help me and supervisor ******* (email: [email protected]) never even responded. We demand Yelp removes this review or we will further be escalating this and take this to court with our lawyer.
Business Response
Date: 08/16/2022
Hi Alexander,

Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page for VR Exodrome.

We've taken another look at Nem J.'s review, and since it appears to reflect the personal experience and opinions of the reviewer, we are leaving it intact.

We allow reviewers to tell their stories in their own words, which may include strong language, profanity, and other words or phrases we wouldnt personally choose. The exceptions to this rule are cases involving the most extreme derogatory language; for example, reviewers are prohibited from using racial slurs. As a result, we will rarely remove a review due to word choice alone. As long as a review appears to reflect the reviewer's personal experiences and opinions, we'll generally allow them to stand behind their review.

Additionally, we don't adjudicate disputes between businesses and their reviewers. Congress acknowledged this predicament by passing legislation that provides statutory immunity to online service providers such as Yelp for the content of third-party posts. See 47 U.S.C. 230. The case law is legion and unanimous in support of Yelp and other online services because of concerns that they would otherwise be forced to remove third party posts every time someone raised issue with their contents. See ****** v. Yelp, 836 F.3d **** (9th Cir. 2016); ******************** v. Yelp, 599 Fed. Appx. 481(4th Cir. 2015); **************************, 5 Cal. 5th 522 (2018), cert. denied sub nom., ****************** Yelp, ***** 2019 WL ****** (Jan. 22, 2019).

We encourage you to contact the reviewer directly using the direct messaging function on our site in order to constructively address your concerns. We do not recommend that you engage in anything other than a well-meaning dialog with the reviewer in order to sort out any misunderstandings.

Regards,
*****
Yelp Inc.
Customer Answer
Date: 08/17/2022

Complaint: 17704373

I am rejecting this response because: I believe this is indeed a nazism racial slur and request a supervisor to look into this matter.

Sincerely,

*********************************
Business Response
Date: 08/18/2022
Hi Alexander,

Thank you for writing back.

Please be assured that our moderators have investigated the content you brought to our attention and carefully evaluated it against our Terms of Service and Content Guidelines. Although we have left the content intact because our investigation did not find a violation of our guidelines, we hope that you will use Yelp's free tools for business owners to engage with the user who posted this content. Please note that we cannot assist you further in this matter.

Regards,
*****
Yelp Inc.
Initial Complaint
Date:08/11/2022
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.
On 3/22/22, I was called by a yelp employee claiming I could receive free ad credits. He explained that yelp was only offering $300 in credits and he would like to offer me a better deal that would get me to the first page. He instructed me to log in to my account and start the ad. While walking me through the steps he told me to change the daily budget to $15 a day and the monthly budget to $450 a day. After telling me everything to click and what wording to put on the listing he told me I'd receive a code to my phone to put in for the credit but it would be a special one to get the credit he mentioned. While on the phone he told me to put my credit card on file. Before I could say anything to question this he said, "Don't worry, your card won't be charged", which is on the recording. He explained that this was a 90 day trial to see if I liked it and that I could cancel before or after that timeframe to not be charged. I trusted and believed Yelp was trying to help me and my business. He said there would be some things he needed to do on his end and all that was left for me was to put up pictures of my business. He mentioned a confirmation email that he was waiting on me to receive in which I told him repeatedly I did not receive at that time, he replied that it was ok and he did everything from his end. On 5/1/22 I received an email from Yelp stating I had an outstanding balance of $599.98 due to them that was declined by my bank. In shock I looked at my account and saw Yelp charged $184.61 on 4/1/22. My bank found this to be fraudulent. I also found that email he mentioned with products I didn't select. I called the next morning multiple times until someone walked me through stopping the ads. I discovered multiple things I never approved or authorized being billed. I submitted a payment inquiry form and on 5/10/22 I received a response from Yelp stating the charges were justified. This is fraud. I would like a reverse of the $599.98 Yelp says I still owe them.
Business Response
Date: 08/18/2022
Hi *****,

Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for *********************************** records indicate you signed up for an advertising program on 3/22 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 $300 in free Yelp ad clicks be applied over 6 months. Please note that this promo 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 3/23, you also added a $30 monthly Verified License feature (or a $1 per day average).

You ended your advertising campaign on 5/2. 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.
Customer Answer
Date: 08/20/2022

Complaint: 17703736

I am rejecting this response because: As stated in my original complaint, I was lied to by Yelp and their representative regarding the ad and the free offer I was receiving. I also stated the worker told me he would do things from his end. I did not authorize these charges. This conversation was recorded and you can hear clearly that he told me my card would not be charged. You can also hear me state that I did not receive the email while on the call with him. I did not open and see that email of all the unauthorized fees until the day I was contacted with an outstanding balance. Yelp is aware that this call and contacting me (from a ****** voice number that is no longer in service) to sign up for free ads was misleading and fraudulent. He even went as far as to lie and tell me I could cancel this free offer after the free trial so my card would not be charged. This company was supposed to help my small business but instead is taking from me. I'm asking Yelp to do the right thing and after listening to this phone conversation will see that I was lied to and those charges are not justified.

Sincerely,

***************************
Business Response
Date: 08/22/2022
Hi *****,

Thank you for your response. We are 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 ************ with any further questions.

Regards,
Daisy
Yelp, Inc.
Customer Answer
Date: 08/24/2022

Complaint: 17703736

I am rejecting this response because:I am sorry Yelp is continuing to fraudulently scam small businesses out of money. I am not frustrated because I know my intentions are good.Im not trying to scam a company out of their money, Yelp is. I want others to see what this company is doing. Not once did you mention anything from the recorded conversation between Yelp and I. As stated before, which will stand, Yelp lied to me over the phone to get my credit card information and the only response they can give me in the end is its self managed. I want to make it clear, I never called Yelp to set up an ad,I had a free listing, they repeatedly called me until I answered. In response to your workers not having access to change anything, if so that was a lie from him as well which you would be able to hear on that recording. The worker told me he would do things from his end and told me to change the amount for the daily limit. He said dont worry, your card will not be charged, this is a trial which can be canceled before being charged. This is why you call and lie to your customers, because you know the way its all set up is to scam people. You dont send receipts of charges or anything indicating you took money out of someones account. Only emails you send is when you dont get your money after the customer racks up a huge balance they knew nothing about. Telling me to call Yelp is a waste of time because you know no one returns any calls after you have made a decision. I have been on the phone for hours and waiting for call backs. Again, its very disappointing to see a big company like this do this to people. I am still fighting for the reverse of charges.

Sincerely,

***************************
Business Response
Date: 08/25/2022
Hi *****,

Thank you for your response.

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 $50 each month for 6 months, 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 (steps 3 and 4).

Our decision not to refund will stand. We are unable to assist you further in this matter.

Regards,
Daisy
Yelp, Inc.
Customer Answer
Date: 08/26/2022

Complaint: 17703736

I am rejecting this response because:I have stated from the beginning of this complaint that this issue is the fraudulent activity from Yelp. The Yelp representative lied over the phone that this was a free trial. He gave me a code to put on that screen that he stated would give me the promotion he spoke of. Again this is all on your recorded line which Yelp has refused to acknowledge. This makes me think they did not record this conversation because as stated before he did call me from a ****** voice number that is now disconnected, instead of the Yelp direct number. This would further prove that Yelp knows what they are doing to scam people out of their money Yelp was never willing to help me from the day they called and scammed me, so its not surprising that your company refuses to do the right thing. Im glad everyone gets to see this. I will continue to fight this in a different way in hopes to help others before you take from many more small businesses owners.

Sincerely,

***************************
Initial Complaint
Date:08/11/2022
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 cancelled the call to action button upgrade and was still charged for it the past 3 months. Didn't even notice it because there was no call to action button on our yelp page so I assumed everything was cancelled. I then ran into a $60 charge on my credit card and noticed that they were still charging us a $60 fee for a service we weren't using for the past 3 months. After digging deeper, it looks like you have to cancel TWICE. They is how they trick you and from the other complaints, this seems to be a common practice. I and demanding a full refund since I am being charged for services not rendered. The rep on the phone even said "the call to action button was not setup". Yet they had no problems charging me for this. I have also been receiving several phone calls from yelp yet none of them notified me that the call to action button was not setup and I am being charged for it!I am also demanding that my phone number be added to the do no call list.
Business Response
Date: 08/19/2022
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 redeemed an $84 promotional ad credit on 5/13. To redeem the $84 credit towards Yelp ads, you were required to sign up for our Page Upgrade Package, which includes features such as Business Posts, Business Logo, Removal of Competitor Ads, Business Highlights, a Call To Action, Business Portfolio, and Slideshow feature, which required putting payment information on file. Our records indicate you signed up for an advertising program on 5/13 with a $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 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 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.

On 5/13, you ended your Page Upgrade features. However, on 5/14, you added a $60 monthly Call to Action feature (or a $2 per day average). You ended this feature on 8/11.

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:08/10/2022
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.
My business is: Borland Educational (borlandeducational.com).Following is a link to my business page on Yelp: https://www.yelp.com/biz/borland-educational-math-tutoring-and-test-prep-san-mateo 100% of my reviews on Yelp are genuine reviews by satisfied clients of mine posted over the past 10 years or so.I have 60 individual 5-star reviews on Yelp. As of today, only 4 of these are "unfiltered." 93% of my perfect 5-star reviews are filtered out, not included in search results! This makes no sense, and makes it very hard for people looking for someone offering the services I provide to find me online.Yelp must be targeting me for bad treatment by their review filtering "algorithm." Perhaps this is because I've left a bad review for Yelp on Yelp, due to the extremely poor customer service it provides to business owners like me.If Yelp asserts that its "algorithm" is the only entity doing the filtering, the Yelp should have a real person check out my business account, read and study my 60 reviews, and see if something can or should be done to "reshuffle the deck" in the algorithm, so that it treats my business more fairly and impartially.To filter out 93% of the body of legitimate reviews that a local small business has spent decades earning through excellent service to the community is just outrageous, frankly.Thank you for your consideration of this matter.
Business Response
Date: 08/16/2022
Hi *****,

Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page for Borland Educational Math Tutoring and Test Prep.

Yelp engineered its automated recommendation software in an effort to provide consumers with the most helpful and reliable reviews and level the playing field for all businesses. Reviews that the software determines to be less reliable and useful, or which are written by users we just dont know enough about, are moved to a not currently recommended section and do not factor into a businesss overall Yelp star ratings.

Our recommendation software is entirely automated and applies the same rules to every business. The reviews that are recommended for any business can change over time as Yelps software learns more about the reviewer and the business. Not recommended reviews are still visible to consumers and can be found through a link on the bottom of Yelp business pages.

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:08/09/2022
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 contacted me to offer them service last year , They have them way to simplify the process, I noticed that In was receiving any clients from my add with Yelp , I have contacted them several times to fix the issue but they try to waist more time only to keep billing me every month , I have canceled Yelp service before the end of last year , They tried to contact me several times to get me back as a client and I never accepted, One day a sales man from Yelp contacting me to offer me a 3 weeks free trial and that he will program my add to have the best results for free 3 weeks and that he will call me after 3 weeks to see how did it go with me and he will extend to another free 3 weeks after that to make it up to me for what happened last year , I asked him to send me his information to contact him if any thing was wrong about the 3 free trial weeks , He never sent his info , The add was as bad as last year and after 3 weeks he never called so I called Yelp to ask about him and they told me that they have no information about the sales people, I have asked to stop the messages service which I receive from the clients, one more week had passed and they withdraw $489 from my account , I called them to review the recorded call with the sales person and they sent me a refund form to fill , Today they sent me an email that they won't refund me , They stole me that money, Never ever even accept a free trial from Yelp
Business Response
Date: 08/12/2022
Hi ******,

Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Ariel Barber and Salon.

Our records indicate you signed up for an advertising program on 7/5 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 campaign on 8/1. 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, Inc.
Customer Answer
Date: 08/13/2022

Complaint: ********

I am rejecting this response because: All the phone call with the sells person was recorded , I require the recording , is almost 2 hours phone call, I dare you if you can send that recording (Complete 2 hours to BBB) what ever in the recording I will accept, The sells person offered me 3 free weeks , You guys are criminals and that is not a lie , My experience and what your sells person offered me for free and that you bill me that amount is stealing , I ll never accept to pay Yelp again after a bad experience last year with 0 results , The only thing made me accept the 3 free weeks from your sells man is to give you guys a chance to do things right , But it was my misteak even to accept to talk to some one from Yelp , let's cut this short , Release the sells person complete recording and I will pay you $500 additional if I am wrong in my complain, I am willing to sign a legal paper to state that I will pay you $500 if I am not saying the truth, Would you accept the challenge ? I dare you won't because you are lying, Protect your company reputation and release the phone call recording , I have called Yelp and they confirm that they have the recording

Sincerely,

****** Aly
Business Response
Date: 08/17/2022
Hi ******,

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

Yelp only records its sales representative for quality assurance and training purposes. We are unable to assist you further in this matter.

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: 08/18/2022

Complaint: ********

I am rejecting this response because:
You just mentioned that the call recording is for quality assurance , I am complaining about the quality approach your sells persons is doing to attract more victims to Yelp like my self , So you just justified that my request for the call recording fits with your policy "quality assurance" ,
It's not about the refund , My bank got me the refund back after the investigation which one more point in my favor to have all the reasons to continue my complain , not to get my refund is to protect others not to fail in the same trap or force Yelp to stop that practice to win money from the victims like my self

Sincerely,

****** ***
Initial Complaint
Date:08/09/2022
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.
April of 2022 what is it when I was 1st charged $561 for a service that was never authorized nor rendered under circumstances of wrong information to Yelp business add to rectify the situation with them numerous times with little to no support or a responsibility taken nor have they investigated the Actual circumstances of the situation. The situation. They have been Willing or wanting to resolve resolve I have had the worst experience through their customer service or lack thereof as well as the The sales of service that were not rendered as truthful nor even close to the correct information provided
Business Response
Date: 08/12/2022
Hi *******,

Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for ***************************** and Design.

Our records indicate you signed up for an advertising program on 3/1 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.

On 4/13, you ended your page upgrade package and paused your CPC campaign, setting a restart date of 5/31.

You ended your advertising campaign on 6/13. 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.
Customer Answer
Date: 08/13/2022

Complaint: 17695790

I am rejecting this response because:
I am rejecting this response because several reasons one is that it was never discussed that I would pay that much money North Heights had known it would have been that much I would have not gotten myself into it I am a small business startup single mother of two why I would have gotten something for so much on a monthly out of budget reality is beyond me it is also concerning that your sales associate would sell such a product to somebody knowing the situation at hand I was very clear with him and let him know my situation as well as worries of getting involved in any marketing that would compromise me financially and not provide business moving forward. However that is not the main situation what is my complaint and why I am seeking the refund is not just due to billing as you might think it is because when I spoke to ***** over the phone we also spoke that I did not have the website nor business phone number correct on Yelp to begin with because that had all changed and was in the middle of three doing it after covid we had agreed to speak the following week on a Wednesday which never happened and so therefore I never authorized the site to go up however it was placed and it would had inaccurate information which could have and did not provide any Revenue coming forward because nobody would have been able to get a hold of me nor have a website to look me up it took me yes a month to finally realize what was happening and to my dismay I called and canceled it immediately the sales associate on that end was very convincing and said that it would be best deposit if I ever wanted to get my ad back and running once it was settled in my information was correct I had no plans on doing so however agreed to that. I have spoken to you several Associates and had emails none of which have had any responsibility nor wanted to hear the consumer side of the situation I understand the billing side of your issue but that's not where it lies I am an unsatisfied customer that never had the services that you claim to provide and promise and for the amount that you charged me I am highly disgusted. To top it all off when I did call the first person I spoke with some gentleman was rude hung up on me and told me that I was unprofessional and should get some help I have never been spoken to that way I have worked in customer service for many years and I could not dream of charging somebody for a service that I didn't provide to their guarantee and satisfaction. I hope that you can find a better way of resolving this so that it doesn't go any further however if not I will continue to press the matter because it is not just about billing it's about customer service what's right and wrong and how you treat others and what you promise to provide should be provided that was not done for me in any way. Respectfully ******* you
Sincerely,

***************************
Business Response
Date: 08/17/2022
Hi *******,

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

We are sorry to hear that you were not satisfied with your advertising campaign. 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.

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 ************ with any further questions.

Regards,
Daisy
Yelp, Inc.
Customer Answer
Date: 08/22/2022
Hello *****,
Thank you for the response however I am not accepting the denial of dispute for several reason but the one of most importance is the lack of customer satisfaction as to a service in which YELP and sales associates are marketing for ad's was not provided. accurate information and unauthorized. You keep referring to the cost, which yes is highly concerning and I would re-train your sales department in that area so that they are not bulldozing over innocent and vulnerable people whom are trying to become a successful self starting business owner in these uncertain times but most certainty finically difficult and create a ******* and compassion towards all not just in order to make another sale for YELP. I was not told about any UPGRADE and was also told I was getting $$ toward ad if I was to sign into this and it would save. I had none of those things happen. I would never had agreed to a ******* ad costing me $ 561 a month to start plus 150 upgrade, and what is the upgrade anyhow?
Also as you stated in your response that I was going to be give $$ towards the ad ******* then how is it I payed full with no clicks on site and a site ad that was not published with accurate information. I had one phone conversation with ****** and we were to go over everything the following week on Wed. yet that never happened and it was still published unknowing and with inaccurate information. I tried to stop this situation immediately look through the account, emails and phone calls I have made. I don't have the time nor want to be dealing with this and am now losing even more money because of it.

***************************
Complaint: 17695790

I am rejecting this response because:

Sincerely,

***************************
Business Response
Date: 08/22/2022
Hi *******,

Thank you for your response.

To clarify, when advertising with a Cost Per Click program, you are electing to pay every time a user clicks on your ad impression.

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 https://biz.yelp.com 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.

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.

Our decision not to refund will stand. We are unable to assist you further in this matter.

Regards,
Daisy
Yelp, Inc.
Customer Answer
Date: 08/25/2022

Complaint: 17695790
I think it's preparing that you're not I think it's a repair that you're not understanding what my complaint stems from or the reasoning I'll just take this up with legal council at this point but I do reject your dispute disappear against it thank you
I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:08/09/2022
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.
On March 30, 2022 I had a call with a representative from Yelp to go over their services. I had been receiving calls from Yelp trying to get me to work with them but I continually declined the offer until this particular representative asked me to schedule a demo to show me how much Yelp had improved their offerings and recommendations he wanted to make to my page that would not cost me anything.During the online call he had me make some changes to my profile and wanted to show me how easy it was to create an ad. He said there would be a prompt that I would need to accept and that I would need to enter a credit card to get past the step but that not to worry because he was going to give me a promo code that would more than cover any fees. I explained to him that I did not want to have to cancel anything after any certain time frame that would then start racking up fees. He said I wasn't signing up for anything and that would not happen.I just happened to receive my business checking statement and noticed a charge from Yelp for $870.00. I called them and since it was after hours I left a message. When I got a call back I was told that they listened to the recording and I did agree but they would not let me listen to the recording. I also stated that I never received statements or invoices indicating I was being charged nor did I sign any agreement. The rep said they didn't need me to do that.I logged into the account and tried finding a way to remove my credit card or cancel whatever they were billing me for but there was nothing in the dashboard to do that. When I called Yelp again they told me that they already cancelled it and I was sent a cancellation email. I have not received anything. The last email was the invite for the call I had on March 30th. They have charged me close to $3600.00 since 4/1/22. I would like a full refund and action taken against their dishonest sales practices that apparently they have been using for a few years now.
Business Response
Date: 08/12/2022
Hi *****,

Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Discover East Bay - ********************* - **************.

Our records indicate you signed up for an advertising program on 3/30 with a $720 monthly Cost Per Click (CPC) budget (or a $24 per day average). You also included a $120 monthly Page Upgrade package (or a $4 per day average) as well as a $30 monthly Verified License feature (or a $1 per day average) for total charges of up to $870 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 **** 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 $1050 in free Yelp ad clicks be applied over 3 months. Please note that this promo 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.

You ended your advertising campaign on 8/9. 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.
Customer Answer
Date: 08/13/2022

Complaint: 17695664

I am rejecting this response because: I certainly did not agree to signing up for anything. On 3/30/22 I had a presentation with J ******* who I was very clear with that I did not want to sign up for anything given my overall reservations about Yelp. We agreed to go through the presentation as he was going to give me tips on maximizing my page and show me some of the changes hoping to change my opinion of Yelp. During the presentation ***************** walked me through the prompts and all along I reminded him that I did not want to sign up for anything. He did advise me that I would need to enter a credit card to show me how easy it was to place an ad but that he was going to give me a voucher so there would be no cost to me. I agreed after asking whether there was anything I would need to cancel after a month or any specific time frame and he said I would not need to because I wasn't signing up for anything this was for demonstration and besides he was giving me a voucher/promo code. Deceptive and after doing research this is a tactic that Yelp has been using as many others have complaints on Reddit and even with the BBB with the same exact story.
When I asked Yelp to prove to me by playing back the recording with both of us on the line they declined saying only they can listen to it. I may have clicked on a tab per ********************* instruction but it was never with the intention that I would be signing up for an ongoing monthly program. I was never given any statements or reports telling me anything about what was being charged to my card. This has to be illegal that an online service provider can **** ongoing charges without ever notifying you via mail or email. Yelp has told me that they cancelled and emailed me a notification that they cancelled services. To date the last email I received from Yelp was from ***************************** on 3/30/22 letting me know that he was running five minutes late for the presentation. Nothing but lies and dishonesty from Yelp so far and very deceptive practices.
Please BBB help with getting Yelp to provide evidence by replaying the recording in its entirety. If in fact I agreed to this during the call then let them prove it by sharing the recording. If I did agree then obviously I would not expect a refund but given Yelp has been approaching me since 2006 and I never signed up with them, that should give some weight to the fact that I had no intention of signing up with them. I made it very clear to ***************** that I was not going to sign up for anything.

Sincerely,

*********************
Business Response
Date: 08/17/2022
Hi *****,

Thank you for your response. We are 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. Yelp only records its sales representative for quality assurance and training purposes. We are unable to assist you further in this matter. You may reach out to our Customer Success Team at ************ with any further questions.

Regards,
Daisy
Yelp, Inc.

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