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.com

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

• 

  Yelp Inc.

  140 New Montgomery St San Francisco, CA 94105-3705

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:08/11/2022

  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. 
  

• 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.