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:10/06/2022

  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 offered a month of a "$300" credit and after signing up for their "free" advertising they proceeded to bill me for over $100 after trying to cancel the subscription and contacting support I recieved no response. Only another bill for $50 more.There was never a warning or any information leading me to believe I would be charged as the credit on their application continued to be listed. How do I get charged when I have a credit.

  Business Response

  Date: 10/10/2022

  Hi *****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Bean Sprout Coffee.
  
  Our records indicate you redeemed a $300 promotional ad credit on 8/5. To redeem the $300 credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put payment information on file. Our records indicate you signed up for an advertising program with a $300 monthly Cost Per Click budget (or a $15 per day average) for total charges of up to $300 per month. This monthly maximum was stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent you after you signed up for this program.
  
  Your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners Account. If you only wanted to use your promotion, you would have needed to log in and end the programs once that credit was used. During your ad setup there were Q&As on the page explaining that you could stop your ads any time through the Yelp for Business Owners site. Advertisers also have the option to opt in to receiving billing confirmation emails in the Account Settings section of their account. Your advertising program was billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month. Please note that your promotion was applied during these billing cycles. 
  
  On 9/15, you were offered a $100 promotional ad credit to continue running your ad program instead of canceling, which our records indicate you accepted. 
  
  You ended your advertising program on 9/28. 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: 10/11/2022

   
  Complaint: 18177349
  
  I am rejecting this response because: I contacted your business multiple times to cancel and because I was charged while there was still a credit on the account. The application would not work to cancel and when trying to contact your business and get in your call line your team would hang up the second I answered the phone. This happened three times. You are running a scam.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/12/2022

  Hi ****,
  
  Thank you for your response. Were sorry to hear about your continued frustration.
  
  Our records do not show your attempts to cancel. To reiterate, our Customer Success Team can be reached via email or phone to assist 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. 
  

• Initial Complaint

  Date:10/06/2022

  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 left a honest review on YELP to discuss my experience about a local vet at ********* ****** ******** to warn potential clients of their practices with informative critical information, since then my review has been removed. Removing my honest review puts animals and families at a very high risk of becoming potential victims. My dog died under their care and I had to contact the OC sheriffs to keep the peace & recover my deceased dogs frozen remains after 6 days. I have a police report and body cam footage of this incident. YELP refuses to leave my review on their platform to warn potential consumers of their practices.

  Business Response

  Date: 10/10/2022

  Hi Rachel,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns. 
  
  We are unable to locate your user user account with the information that you've provided.
  
  Please reply to this message with a direct link to or the email address associated with the account so that we can take a look.
  
  Regards,
  Helen
  Yelp Inc.

  Customer Answer

  Date: 10/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My account is no longer active due to YELP closing my account is no longer active due to several attempts on writing my review after it was removed several times over and over they closed my account. I showed receipts. 

  I’m a real consumer. Real review

  
  
  
  Sincerely,
  
  
  

  
  

  Business Response

  Date: 10/19/2022

  Hi Rachel,
  
  Thank you for writing back. 
  
  In order for us to look into this further, please provide us with the email address that was associated with your Yelp account. Once we have that information, we'll be able to take a look.
  
  Regards,
  Helen
  Yelp Inc.

  Customer Answer

  Date: 10/20/2022

  I’m ********** At mm
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  YELP closed my account due to several attempts of leaving a review after they repeatedly kept removing my review or hiding it in the not recommended section, I’m a real consumer and was sharing my honest experience with receipts and photos about this company. I no longer trust YELP’s review system knowing how they run their system protecting bad company’s and hiding the truth putting pets in potential harm & victimizing families the veterinarian’s response to clients on YELP are quite disturbing and allowed by YELP. YELP is not a good trusting source, I suggest do some research when looking into a vet make sure they are certified. 

   

  Sincerely,
  
  
  
  Rachel ******

• Initial Complaint

  Date:10/05/2022

  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.

  I had my business listed on Yelp site . Yelp took down so many positive reviews of our clients ( about 15 positive reviews ) . They kept calling my shop and even my cellphone to ask if i want to run advertise with them . I used to run advertise with Yelp and after i saw Yelp took down clients positive reviews , i decided to stop running advertise with them . Recently Yelp called my shop , my cellphone and sent email to mention about advertisement again but i always ignored them then they took down more positive reviews of our clients . I sent them an email to request to delete and remove all information of my business on Yelp . I dont want to have any business or anything related to Yelp anymore . My business has really good standings on ****** , ******** , Groupon ,... They sent me an email and let me know the way they " remove " was " i can not access to my yelp business account anymore but the business listing still remains on yelp . I dont think it's right though . I was the one created Business Yelp Account after i opened my business so i think i have the right to request Yelp to remove everything . I dont want my business listed or anything related to Yelp anymore . My business on Yelp ******************** ***********************************************************

  Business Response

  Date: 10/10/2022

  Hi ****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page for The Little Nail Shop. 
  
  Our recommendation software does not take into account a businesss advertising status and never has. Yelp's recommendation software is completely automated. Theres also no connection between the time a business starts, stops, or declines to advertise, and the recommendation of reviews. 
   
  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
  
  You also asked for your business to be removed from Yelp; however, 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. 
  
  Regards,
  *****
  Yelp Inc.

• Initial Complaint

  Date:10/04/2022

  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.

  Yelp business had a representative offer me to advertise my nonprofit on their platform with a promise of $300 free credit. A representative was the initial person to set up the account. I was on a call with that representative and they placed the order. The pricing fees were not explained and I had no knowledge nor did they offer how the charges would be calculated. The first bill I received I paid but the next bill was *****. I have a nonprofit organization that focuses on homeless individuals and families with no funding opportunities as of date. I was transparent in what I could do monetarily wise so I cant imagine how the price would be that high. Furthermore I have been contacted by a collection agency and they claim that they did research and found that I owe them for services rendered I explain that I did not make the order I was assisted by their employee and that they made the budget and that they did not inform me what the cost would be depending on how the budget was formulated. I requested that they review the conversation on the day of set up and they will clearly understand that I was not the one who originated the price and budget, their representative did. I am asking that these recordings be reviewed and shared with me and collection agency to determined that I was not on the end of filling out the information about pricing of their services. My point is that I am fully aware that as a nonprofit I have limited finances for any services that one company or business entity can offer. And quite honestly I was reluctant to take on any recurring bills that are not directly related to homelessness. The representative offers to help me with the order but he was not transparent in how they would charge. I have experienced salespersons like this with cellular phone services who offer free or a discounts that end in the consumer having costs that exceed the means or the purpose of the buyer. I would like to have a fair investigator on the issue.

  Business Response

  Date: 10/10/2022

  ***************,
  
  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 a $300 promotional ad credit on 10/1/21. To redeem the $300 credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put payment information on file. Our records indicate you signed up for an advertising program with a $450 monthly Cost Per Click 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 you after you signed up for this program.
  
  Your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners Account. If you only wanted to use your promotion, you would have needed to log in and end the programs once that credit was used. During your ad setup there were Q&As on the page explaining that you could stop your ads any time through the Yelp for Business Owners site. Advertisers also have the option to opt in to receiving billing confirmation emails in the Account Settings section of their account. Your advertising program was billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month. Please note that your promotion was applied during these billing cycles. 
  
  You ended your advertising program on 12/29/21. As advertising services have been delivered in accordance with the Terms (https://biz.yelp.com/tos/master_advertising_terms_en_us_20210513) you agreed to, we will not be able to offer you a refund. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, Inc. 
  

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18168646
  
  I am rejecting this response because:I was on the phone with a representative who chose the plan which is in the favor of Yelp and its representative. Are there incentives for sales? If so the more that is placed on the Ryder of services would result in getting the client to add on more services. I am requesting that the initial call that was made between me and the rep be produced as evidence that I did not self serve this plan. And I was not told of all these fees that were placed in the order. I was not told that as a stipulation of receiving the $300 I would have to pay ***** to have va $300 dollars of free service. This is not a good practice I was not told I could cancel and if so I would not have known what the order detailed since I was not the one who was doing the contract or the agreement. I believe that if I were told these things I would have rejected the offer. Honestly I would have chosen the latter choice. Not to allow for the representative to represent a budget that I obviously was put on. I am shocked to read this. I am asking for that simple request to get access to the recorder conversation. I know that all calls are recorded and should be turned over the right authority for evaluation of the circumstances of this claim. There should be no issues with providing that as soon as possible so we can move forward. That is the only way to validate that I did not tell or instruct the rep to do anything. I was not filling out the order and that is what I want to be proven. Can you provide that conversation it should be relatively easy since this is also the way to prove a customer os being untruthful in their acknowledgment of costs for the plan of services. I will await response from you on this matter. There is nothing more that I will need todo after that recording is provided to the parties BBB and ************** Services. 

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

  Business Response

  Date: 10/14/2022

  ***************,
  
  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. 
  
  To reiterate, the promotion you redeemed covered the first $300 of advertising. If you only wanted to use your promotion, you would have needed to log in and end the programs once that credit was used.
  
  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: 10/14/2022

   
  Complaint: 18168646
  
  I am rejecting this response because: I can understand what you are assuming that I had to click on plans or whatever but I am telling you all the aforementioned  did not happened and the fact that you only record for ******** quality control even so you should have the rep who signed me up and you should present whatever recording you have to BBB and myself. There are many practices when a salesperson makes a pitch. And did not what to use the $300 as you are stating I even paid the first bill that was reasonable for the services as you have notified all in correspondence that there were fees that we're what automatically assesses. These fees were not related to me that call. I believe that the reason you are saying that I owe is that I did not cancel the plan ****** did not know the details. Your reps should inform ********s of these balloon fees attached. I will depart that I did not choose the plan you described I don't even remember ever putting my information in. The rep walked me through and I was always transparent about what I could afford. There are ways to get recordings of all types through the *** I should be able to hear the rep's ******** service skills. And that isn't fair that reps can make their plan for the ********. Could you provide the contract and or detailed estimate and the order for this? I know you gave me that. I was an to sewhy I am supposed to have chosen. And I see for myself what you claim u put into the order and all signed documents. That's everything you have. Thank you I await those items. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/21/2022

  ***************,
  
  Thank you for your response.
  
  Once again only those with access to your business owners account can sign up for advertising services. A full overview of the terms and conditions of your program is presented to you when going through the advertising sign up process. This is also included in an email following the start of your advertising campaign. 
  
  Once again, 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. We will not be able to assist you further in this regard.
  
  Regards,
  Daisy
  Yelp, Inc. 
  

• Initial Complaint

  Date:10/04/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yelp does not post all reviews by customers. I have 7 clients that have post 5 star reviews but yelp will only post the two 1 star reviews.

  Business Response

  Date: 10/05/2022

  Hi ****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page for Certified Security & Sound. 
  
  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.
  
  Because our users overall write more positive than negative reviews, many of the reviews in the not recommended section tend to be some of those positive reviews.
  
  Please note that 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.

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18165930
  
  I am rejecting this response because:

  how can you say that most of your users leave positive reviews when there is one user that has only left one review and it is negative for my site. Then the customers that have multiple positive reviews with mine and other companies is not recommended that seems biased and you are trying to negatively impact my company because I do not want to advertise with you. I feel you are intentionally trying to hurt my company and feel I need to find legal counsel to form a class action suit against you. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/10/2022

  Hi ****,
  
  Thank you for writing back. 
  
  Our recommendation software does not take into account a businesss advertising status and never has. Yelp's recommendation software is completely automated. Theres also no connection between the time a business starts, stops, or declines to advertise, and the recommendation of reviews. 
   
  While we understand your concerns, we want to make sure you are clear that federal law bars lawsuits against websites like Yelp for its editorial decisions regarding third party content. See 47 U.S.C. 230. The case law is legion and unanimous in support of Yelp. 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 hope to continually improve the recommendation software, and we appreciate you taking the time to share your concerns.
  
  Regards,
  *****
  Yelp Inc.

• Initial Complaint

  Date:10/04/2022

  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.

  I saw an ad offering $300 in advertising credit. Credit never used and was charged for services I dont recall asking for

  Business Response

  Date: 10/10/2022

  Hi ****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for ***********.
  
  Our records indicate you signed up for an advertising program on 9/19 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 ** 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.
  
  You ended your advertising campaign on 10/4. 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:10/04/2022

  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.

  Yelp gave me a $300 front end credit and I used it. After that I adjusted the budget to 150 *** but and tried to cancel the campaign but they didnt do it. They fraudulently charged my account $351.54. After telling them to call me and figure this out and adjust the price they still over charged me. Their not trying to work with me. They have emails of me trying to cancel and can even see through their app my adjustments but they still refuse to understand. They just keep yelling and raising their voices. I didnt authorize them to charge my account for $351.54. They didnt even provide me any legitimate services.I survey my customers. All my customers said they found my business through ******* Im not the boy one that has these issues. My friend who also has a business said that Yelp deceived him too.

  Business Response

  Date: 10/06/2022

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for The Wrap Shop.
  
  Our records indicate you redeemed a $300 promotional ad credit on 7/5. To redeem the $300 credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put payment information on file. Our records indicate you signed up for an advertising program with a $270 monthly Cost Per Click budget (or a $9 per day average). You also included a $120 monthly Page Upgrade package (or a $4 per day average) for total charges of up to $390 per month. This monthly maximum was stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent you after you signed up for this program.
  
  Your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners Account. If you only wanted to use your promotion, you would have needed to log in and end the programs once that credit was used. During your ad setup there were Q&As on the page explaining that you could stop your ads any time through the Yelp for Business Owners site. Advertisers also have the option to opt in to receiving billing confirmation emails in the Account Settings section of their account. Your advertising program was billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month. Please note that your promotion was applied during these billing cycles. 
  
  On 8/16, you lowered your monthly Cost Per Click budget to $150 (or a $5 per day average). 
  
  You ended your advertising program on 9/1. 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. 
  

• Initial Complaint

  Date:10/03/2022

  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.

  Someone that I NEVER did business with can leave a negative review on YELP. She booked the property through a booking company and was given our information to rent linens. We spoke to her and sent her an invoice to be paid before linens are delivered. This was made clear to this woman. How would it be logical that she would rent linens through us AFTER she booked through a booking company. How would it be logical that we would have her card information? Wouldnt the booking company have just ordered her linens. This person was sent an invoice and didnt pay it. She admits it was in her junk mail and she didnt see it in her review. She is angry because she didnt receive a product that she ADMITTEDLY did NOT pay for. Our legitimate clients review is NOT RECOMMENDED. YELP is a predator wanting money.

  Business Response

  Date: 10/04/2022

  Hi *******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page for Mrs ******** Cleaning Services. 
  
  You expressed concerns with a review. It looks like you're referring to the review by ************, which you've previously reported. We have taken another look at this review and want to clarify our policies as they pertain to cases like this.
  
  We see a firsthand consumer experience as an event when someone interacts with a business, regardless of whether they complete a financial transaction, and will allow reviews that describe experiences like this to remain in place. This includes interactions, like phone conversations or email exchanges, that don't take place in person.
  
  Our moderators aren't in a position to take sides when factual accounts differ. As long as a review appears to reflect the reviewer's personal experiences and opinions, we'll allow them to stand behind their review. Our moderators also aren't able to arbitrate disputes, when there's a disagreement over the facts of a situation.
  
  With that in mind, we've taken another look and we stand by our original decision to leave the review up, as we did not find it to be in violation of our guidelines.
  
  You may want to consider creating a free business account on Yelp. A business account will allow you to respond publicly or directly message your reviewers, upload photos of your business, post information about your business, and more. To learn more, visit https://www.yelp-support.com/Free_Tools_for_Your_Business or go to https://biz.yelp.com/ to get started.
  
  You also expressed concern with the recommendation software. 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.
  
  Please note our recommendation software does not take into account a businesss advertising status and never has. Yelp's recommendation software is completely automated. Theres also no connection between the time a business starts, stops, or declines to advertise, and the recommendation of reviews. 
   
  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:10/01/2022

  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.

  Hello, I just spend 34 minutes today with a Yelp representative on the phone and he hang up with me and did not solve my issue. No one from yelp is willing to help me. I also requested my credit card to be deleted from their system and the representative did not remove it. I never authorized yelp to charge me for ads and ads that were never created. I need someone to resolve this please.How can someone who said is a manager at Yelp hangs up on a client. After 34 minutes talking to him and confirming he was removing my credit card he hangs up then few days later I get charged $288! I DO NOT have adds or anything running with Yelp and they are charging incorrectly. The entire time he was blaming me for the charges. I know after doing research what happened. Yelp offered me when I establish the page a $300 credit and when I accepted the credit I never set up any ads and did not authorized any charges on my card. If the money charged can not be refunded then I would like a credit back and a way for someone who can tell me how advertising works with yelp and actually run ads. How can you charge me for a service that was not established? The rep on the phone accepted that someone tried calling me to set the ads but I never answered so ads were never created yet they are charging me. I wish people will look at the thousands of complaints before doing business with Yelp. Thank you,

  Business Response

  Date: 10/04/2022

  Hi *****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for My Plan Keeper.
  
  Our records indicate you redeemed a $300 promotional ad credit on 6/28. To redeem the $300 credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put payment information on file. Our records indicate you signed up for an advertising program with a $300 monthly Cost Per Click budget (or a $10 per day average) for total charges of up to $300 per month. This monthly maximum was stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent you after you signed up for this program.
  
  Your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners Account. If you only wanted to use your promotion, you would have needed to log in and end the programs once that credit was used. During your ad setup there were Q&As on the page explaining that you could stop your ads any time through the Yelp for Business Owners site. Advertisers also have the option to opt in to receiving billing confirmation emails in the Account Settings section of their account. Your advertising program was billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month. Please note that your promotion was applied during these billing cycles. 
  
  You ended your advertising program on 9/21. Our Finance team has received your chargeback dispute, and they have elected to accept it in lieu of a refund. Please note, however, that this charge was found valid and will have to be repaid if you wish to use Yelp services again. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, Inc. 
  

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18154253
  
  I am rejecting this response because:

   

  Good morning and thank you for your response. I never was contacted by Yelp confirming I had ads running as I never set up or scheduled any ads. When I spoke to one of your representatives he did confirm that I had never set up ads, he mentioned to me that yelp attempted to email me to help me set up the advertising campaigns once at the beginning. I did accept the credit for $300 but did not set it up as I was just starting my business and I had not started any Yelp advertising. Even thru the time I was not even allowed to add my logo to Yelp because I was not a paid subscriber. 

   

  Regarding your response it is not clear about the resolution. I see you said accounting accepted the refund request but then you are saying I have to repaid back? not sure what that means.  If I was given a credit and also charged several times for advertising all I asked is to loose the $300 and give me my charges back that were charged to my credit card. I found this practice to be unethical and even when I spoke to the representative and asked him to remove my credit card information he did not do so and 5 days later I was charged again. That is unethical. I have read hundreds of people that have had the same issue with your company. I find it extremely ODD that you do not ALLOW for removal of credit card from your system. Yes after I found out of the unauthorized charges I went into the system and saw a place for me to hit cancel and I did on September 21st, but I did not click before on a "sing me up" button. Why you do not allow the removal of credit cards? Perhaps it doesnt allow people to fully remove payment method from Yelp. I request the BBB to further investigate all this claims as it is clear this is unethical practices. 

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

  Business Response

  Date: 10/10/2022

  Hi *****,
  
  Thank you for your response. We are sorry to hear about your continued frustration.
  
  Your advertising program was a self-serve program, which means that ads can be customized or changed at any time or turned off by the business through the Yelp for Business Owners Account. Signing up for advertising required you to click through each on-screen prompt as they appeared. These prompts displayed information which includes a full description of the promotion, cost per click estimate, daily average budget, monthly maximum budget and first expected billing date. Starting ads also required you to put your payment information on file. We also provide multiple resources such as our Customer Success Team to assist you with any issues. This information was provided 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. Please note that Sales reps do not have the ability to sign up for features. Only those with access to your business owners account can sign up for ads.
  
  To clarify, you signed up for a Cost Per Click advertising campaign. When advertising with a Cost Per Click program, you are electing to pay every time a user clicks on your ad impression. You stated that you were unable to upload your business logo. However, that is an optional paid feature that is separate from our Cost Per Click advertising program.
  
  Our Customer Success Team has tried to reach back out to you to come to a resolution. You may reach out to our Customer Success Team at ************ with any further questions.
  
  
  Regards,
  Daisy
  Yelp, ****

  Customer Answer

  Date: 10/10/2022

  I DID NOT SIGN UP FOR ANY PAY PER CLICK!! This is ridiculous and honestly I do not accept that and it a complete scam.  Like I mentioned before I accepted the credit but never set up any advertising campaign so I would love to know what YELP put out there on my behalf as advertising. I am in a strictly compliance regulated industry and I will not put out any advertisement in Yelp unless I have gone thru extensive review. How in the world did you guys just charged me an additional $300 after I spoke to the representative on the phone and requested the removal of my credit card.  

   

  The charges continued and at this point I need a resolution ASAP. I have only 1 call from a YELP representative and left me a voicemail to help me set up ads. I am requesting all unauthorized charges refunded to my credit card and will require legal team to review your unethical practices. 

  
  Your response all is doing is pointing fingers at me and telling me I had to click thru a series of pages to set up an advertisement and that IS A BIG LIE. All I did was accept the $300 credit with intentions of future advetisment thru yelp and NEVER on a per click. I have the proof and now I am requesting BBB to review this message. I have attached the supposed leads I received from yelp that clearly had nothing to do with my business and IF YOU SAY I actually clicked thru and "set up ads" wouldn't I have specified what my business does? And if you look I tried login into yelp to make sure the description of my business was accurate.

  I do not need a call from you to set up my advertisements I need my credit card removed from your systems and my charges refunded. I am so frustrated and done with YELP and officially can tell the world what a scam you are and how unethical you are. 

  Complaint: 18154253
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/12/2022

  *************,
  
  Thank you for your response.
  
  Please note that our Customer Success team has made multiple attempts to reach out in order to come to a resolution. Currently, our decision not to refund will stand as these charges are valid based on your purchase confirmation. We will not be able to assist you further in this regard.
  
  Regards,
  Daisy
  Yelp, Inc. 
  

  Customer Answer

  Date: 10/13/2022

  I have attempted to call Yelp back and FYI the one 1 call I received from yelp was Friday October 7th at 5: 54pm.

   

   Your response has not addressed my complaint and to this date and I did speak with both customer success and ***** from finance and they all have no clue as to what is happening. 

  1. My credit card is still in the system which I have requested several times to be removed. Why if I am requesting you to delete my credit card you wont? 

   

  2. You keep saying you will not refund the charges but your charges are not valid as you are saying this are for campaigns/ads, when I spoke to representative, he said I accepted the $300 credit for a program and that they send me an email on June 30  to set up the ads yet to this day the ads were never set up. The time line of my yelp account was established June 28th at 9 am and the start of campaign/program 9:23 am. It is obvious that I was a brand new business with not even a bank account or tax ID setting up a Yelp account because I have always been a Yelp customer using the app. 

  It is unacceptable that as a business you agree I never set up the ads but yet you charged me so many times for ads. ***** confirmed that my cc can not be removed form the system even if me as the customer has requested to remove it because you are charging unauthorized. ***** open case ******** so that the other team who transfer me to ***** can investigate further.  

  I am waiting for a full refund for all the charges for a empty campaign that was never set up and Yelp, you can keep the $300. 

  Thank you,

  *****

   

   

   

  Complaint: 18154253
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/01/2022

  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.

  I fired an employee for stealing once I did i started to get bad reviews on yelp. this is the pattern 1. the person creates a yelp account 2.On the same day the account is created the person posts a bad review 3. The yelp account is NEVER used again EVER !!!!!the reviews have INSANE claims, two of which are trying to strike FEAR in the public by stating FALSE claims of DEATHS from COVID-19 at our location we filed complaints with yelp on the reviews and on the profiles. Yelp moved these FAKE reviews to their section " not being counting" they no longer showed on our yelp page We signed up for Yelp Page Upgrades at $180 a month , We canceled this service because each time we received any type of a positive review , Yelp would move the good review to the not counting section After we canceled the $180 a month services with yelp , Yelp moved the 3 fake bad reviews that we fought tooth an nail to get off our account back active. there has been NO activity from the yelp account holders that left us the fake bad review, their is still no activity since the day is was created. They only thing that changed is we canceled the $180 a month services its really unfair that yelp moves these fakes reviews back after we cancel the page upgrade services $180 a month is a lot of money , we really feel this action from Yelp is extortion and or them blackmailing us

  Business Response

  Date: 10/04/2022

  Hi ***********,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page for 1Up Pack & Ship. 
  
  You expressed concern with some reviews. It looks like you are referring to the reviews by **************, **************, *************** and ****************** We have taken another look at these reviews and want to clarify our policies as they pertain to cases like this.
  
  Our Terms of Service prohibit anyone with a conflict of interest with a business from posting reviews about that business. While investigating potential conflicts of interest, we rely on information in our systems and information in the content that the reviewer has posted. Based on the information available to us, we are unable to confirm that a conflict of interest exists in this case, and we will not be able to assist further. Please note that our moderators aren't in a position to take sides when factual accounts differ, and we'll allow the reviewer to stand behind their review.
  
  With that in mind, we've taken another look and we stand by our original decision to leave the reviews up, as we did not find them to be in violation of our guidelines.
  
  Should the business owner wish to address the reviewers' comments, they can do so via a direct message or publicly using Yelp's review response features. We provide guidance for business owners at https://biz.yelp.com/support/free_tools
  
  We also want to clarify that our recommendation software does not take into account a businesss advertising status and never has. Yelp's recommendation software is completely automated. Theres also no connection between the time a business starts, stops, or declines to advertise, and the recommendation of reviews. 
   
  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.