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.

  140 New Montgomery St San Francisco, CA 94105-3705

• 

  Yelp.com

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

• 

  Yelp Inc

  P.O Box 204393 Dallas, TX 75320

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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 started with yelp with a promotion for 250 or ******************* on 10/7/21 I cancel the promotion within the time limits. I was given was a credit to try the service. I didnt use all it and was billed ****** Then by March 1 2022 they say I owed ******. I cancel they billed. Then send me to collections with ***********. I would like this false debt cleared.

  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 *********.
  
  Our records indicate you redeemed a $300 promotional ad credit on 10/7/21. 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 $300 monthly Cost Per Click budget (or a $10 per day average). You also included a Page Upgrade package, normally $180 monthly (or a $6 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 10/14, you lowered your CPC budget to $150 monthly (or a $5 per day average). 
  
  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: 10/12/2022

   
  Complaint: 18152974
  
  I am rejecting this response because: I cancel way before the end of the credit. This is a scam business you should be ashamed of yourself. I cancel before the credit was ran out.
  
  Sincerely,
  
  ****************************

  Business Response

  Date: 10/12/2022

  Hi *******,
  
  Thank you for your response. Were sorry to hear about your continued frustration.
  
  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. Any remaining balance on the promotion was applied to your next billing cycles. 
  
  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:09/29/2022

  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.

  To whom it may concern, I am writing this letter to address great concerns regarding yelp.com. We are a small business that prides itself on customer service and great reviews. We have outstanding reviews on every site out there besides yelp. Yelp refuses to show our 5 star reviews without any explanation while putting 1 star reviews on the top of our page from people who have never worked directly with our company. When we try to reach out to yelp representatives to resolve these issues they refuse to give us any information on the so called customer or even allow us to reach out to them or respond to their review. All we request is a fair chance to address individuals' concerns and yelp does not allow our company to do so. Having inaccurate reviews for our company is causing irreparable harm to our small business. Yelp needs to allow us our constitutional right of freedom of speech, they are continuously blocking our ability to respond to comments or reach out to the individual while also refusing to give us anytype of information. After all of this they will not even allow us to disable or delete our account. Overall Yelp is violating our constitutional rights, discriminating against our company and causing irreparable damage. We request that our business profile gets deleted off of yelp.com immediately or yelp.com releases all of our company reviews showing an accurate representation of our company.

  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 Custom Construction Services. 
  
  Our recommendation software applies to all reviews in an effort to show the most helpful and reliable content to our users. Because our users overall write more positive than negative reviews, many of the reviews in the not recommended section tend to be some of those positive reviews.
  
  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.
  
  Please note that no employee at Yelp has the ability to override the decisions that the software makes. This approach is deliberate to avoid conflicts of interest.
  
  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
  
  Please note that actions taken by Yelp's automated recommendation software are separate from our moderators' evaluation of reviews against our Content Guidelines. 
  
  If you have reported a review, received an email from us about our decision to leave it up, and would like us to take a second look, you can submit a new inquiry by providing the case number (this is provided in our previously emailed response to the content you reported) here: http://www.yelp-support.com/article/Can-I-request-a-second-evaluation-of-something-I-reported-that-did-not-get-removed 
  
  We also want to clarify that we don't disclose user information under these circumstances due to privacy concerns. Please see our Privacy Policy (http://www.yelp.com/static?p=privacy) for more information about how and when we might disclose this kind of information.
  
  In order to publicly comment using your Business Account, we require business representatives to upload a photo of themselves and to provide their real name. Once you've uploaded the photo and provided your name and it has been approved by our staff, this function will be enabled on your account.
  
  You can upload a business account profile photo using the steps provided here: https://www.yelp-support.com/article/How-do-I-add-or-change-my-business-account-profile-photo?l=en_US
  
  You can change the name on your business account by following these steps: https://www.yelp-support.com/article/How-do-I-change-the-name-on-my-Yelp-Business-Account?l=en_US
  
  Once the photo and name have been approved, you can send direct messages or post public responses to reviews of your business by logging in to your Business Account at https://biz.yelp.com/, clicking on the "Reviews" link in the left-hand sidebar, and then clicking "Send Message" or "Add Public Comment" below the specific review.
  
  For guidance on using your Business Account, check out https://biz.yelp.com/support/using_business_account
  
  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.

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18148422
  
  I am rejecting this response because:

  We are rejecting Yelp.com's response to our complaint. Yelp.coms system being automated is not a satisfactory response to the business rejecting a first amendment right. For a system to decide only to show the negative reviews and have positive reviews disappear off of our business page is unethical and violates individuals' freedom of speech This software is discriminatory against companies and biases negative reviews. These reviews are also not verified, many of the negative reviews are from individuals that our company has never worked with and spreading lies about our company. Showing only these negative reviews is detrimental to the livelihood of our small business and is unacceptable. We are extremely dissatisfied as to your customer and we request once again that our business page shows an accurate representation of the reviews we have received or our page gets taken down.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 10/10/2022

  Hi ******,
  
  Thank you for writing back. 
  
  Yelp's automated software evaluates every review based on hundreds of signals of quality, reliability, and user activity on **********************. The reviews it identifies as the most helpful and reliable are recommended.
  
  We want to reiterate that no employee at Yelp has the ability to override the decisions that the software makes. This approach is deliberate to avoid conflicts of interest.
  
  We hope to continually improve the recommendation software, and we appreciate you taking the time to share your concerns.
  
  We also want to reiterate that actions taken by Yelp's automated recommendation software are separate from our moderators' evaluation of reviews against our Content Guidelines.
  
  While we encourage reviewers to use their full names on Yelp, this isn't a requirement; we allow reviewers to share their consumer experiences even if they dont want to identify themselves by their real names. As a result, it may be difficult to match up a reviewer's name to the records maintained by many businesses, and our moderators aren't in a position to arbitrate these situations.
  
  Additionally, 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.
  
  Please also note that 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.
  
  That being said, if you would like our moderators to take a second look at a review you've previously reported, you can submit an inquiry here: http://www.yelp-support.com/article/Can-I-request-a-second-evaluation-of-something-I-reported-that-did-not-get-removed
  
  Lastly, we want to reiterate that we don't remove business information. Yelp is allowed to publish business names and publicly available information about businesses under the well-established fair use doctrine, as well as First Amendment principles. Generally speaking, this means that we can display business names and trademarks "for purposes of comparison, criticism, point of reference, or any other such purpose." See New Kids on the ************ ******************* 971 F.2d 302, 306 (9th Cir. 1992).
  
  Regards,
  *****
  Yelp Inc.

• Initial Complaint

  Date:09/29/2022

  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 charged me and acted as though they could not verify my business. I provided them with the webpage and that wasn't even enough they were asking for my URL from ********* I was like why would I give you my URL so you can go into my account and see my information like ads I'm running or even my payment information ?? NO, no, NO,! It seemed "FISHY" to me. Then the guy goes on to ask for my Business license or my doing business as information - I told him that it's being PROCESSED! Then I got to thinking ?? about ALL the people/businesses that I know of on YELP that don't even have a business LICENSE yet are on ********************! I realized that these are salesman trying to make money and sell you products. I think they make it HARD for you so that you get LOCKED in to paying the MONEY due after your TRIAL. SO THEY PRETEND like they can't verify INFORMATION only to ENSURE they will get their MONEY off of the ADVERTISING products they have SOLD you! I also noticed that how my location was changed for my business, the photos were also missing that I had uploaded. Who on that end could have taken them? Sounds like some SWINDLERS to ME! Maybe it was an IDEA they wanted for themselves and just couldn't come up with. I would advise EVERYONE to BEWARE & DON'T get taken to the CLEANERS by **************************** SLY salesman!

  Business Response

  Date: 10/03/2022

  Hi,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page for Wash Ahhh Load. 
  
  We want to clarify that note that any business pages added to Yelp must first be evaluated by our moderators before they appear in search results. This process may take a while depending on our ability to independently verify any submissions, and we will sometimes reject a submission if we're unable to independently confirm the business or if the business isn't eligible for Yelp.
  
  To verify an update we often use a variety of sources: user-generated content on ************************************************* often write about whats going on with a changing business), the businesss primary website, social media, third party sources (news articles, the Better Business Bureau, etc.), and sometimes direct outreach to the business. That being said, we want to clarify that businesses do not have to advertise in order to have a business page on Yelp. 
  
  It also looks like there were duplicate pages submitted for your business, which may be why the page you were looking at had a different city and why you didn't see the photos you uploaded. Please note that the duplicate pages have been merged: https://www.yelp.com/biz/wash-ahhh-load-fairfield-2
  
  Regards,
  *****
  Yelp Inc.