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 Inc

  P.O Box 204393 Dallas, TX 75320

• 

  Yelp Inc.

  140 New Montgomery St San Francisco, CA 94105-3705

• 

  Yelp.com

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

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:08/08/2022

  Type:Service or Repair 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 received an email on 7/12/22 from *********************, Elite Account Director at Yelp, to "show you how you can win new customers from Yelp" and "show you how to increase the number of people discovering your business every month". We set up a call on 7/18/22 where *** explained that Yelp was offering me #***.00 in free marketing. We spoke at length about my business and other local businesses that are using his marketing. He said that the first $***.00 of marketing was free but he needed my Business Account banking information in case I wanted to continue with the advertising, they would start charging my account without interruption. We scheduled another call on 7/25/22 as a follow up but *** never called. I emailed *** and rescheduled the call to 7/28/22 but he failed to call again. On 8/1/22, my back notified me of "Suspicious Activity: on my account as Yelp withdrew $185.33 from my account. I immediately called ********************* to discuss. He told me twice that my business had been mysteriously closed and I should call **************** to discuss. I understood this to mean that he was making up something to distract me and also get me off the line. I reminded him of the fraudulent charge. His response was that I was paying for marketing that ran concurrently with the #***.00 of free advertising. However, I did not agree to pay for anything, it was to be a free trail per our conversations. I told *** that I felt I had been scammed and since he received my banking info, he stopped communicating. I told him I wanted him to get his supervisor on the line. He apologized and said I needed to hang up and call the 800 **************** line. This is fraud! This is not a customer service issue! I insisted that I would hold while he pull in someone above him who has authority to review our recorded calls and provide immediate resolution. After a brief hold, he told me that his superior would call me within 15 minutes. As of today, I have not a call or any correspondence from Yelp.

  Business Response

  Date: 08/15/2022

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding the advertising program for ************************ & Coaching.
  
  Our records indicate you signed up for an advertising program on 7/18 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 **** 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 $600 in free Yelp ad clicks be applied over 3 months. Please note that this promo was for an additional ad budget of up to $100, $200, and $300 each respective month, and not a discount on the services you signed up for.
  
  You ended your advertising campaign on 8/12. After review, our Customer Success team has approved a courtesy refund in the amount of $185.33 and a profile credit in the amount of $184.99, clearing your balance owed. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, Inc.
  

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17688394
  
  I am rejecting this response because: I requested ********************* to remove me from all Yelp advertising since I never agreed to pay for advertising with your company. I appreciate the credit you outlined in your response, however, those fees were never discussed with me or agreed upon as you've implied. To ensure no future charges, please confirm that you have removed Dragonfly from any current or future advertising.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/17/2022

  Hi ******,
  
  Thank you for your response. We are sorry to hear about your continued frustration.
  
  All advertising programs were ended on 8/12. You may reach out to our Customer Success Team at ************ with any further questions.
  
  Regards, 
  Daisy
  Yelp, Inc. 
  

  Customer Answer

  Date: 08/21/2022

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

• Initial Complaint

  Date:08/08/2022

  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.

  Yelp Trial On 6-27-22 I was placed on a credit trial for Yelp by a Yelp representative. The representative told me that i would not be charged for the month. The month was a free trial. On August 1st my credit card was charged $338.20 and on 7-12-22 I was charge $115.96. August 1, 2022$338.20Paid on August 1, 2022 July 12, 2022$115.96Paid on July 12, 2022 I have emailed and phoned Yelp with no response from them. I wish to have a refund of the above charges. Thank you,***************************** ************

  Business Response

  Date: 08/15/2022

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Zen Dog Grooming.
  
  Our records indicate you signed up for an advertising program on 7/7 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 (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.