ComplaintsforYelp Inc.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I regularly use and like Yelp. Yelp reviews are much more reliable than ****** reviews. For some reason, my review for TKO Automotive (see pic) will not show up. I imagine others may not be showing up either. He is an excellent mechanic.

  Business response

  05/02/2024

  Hi,
  
  Thanks for writing in. We are glad to have this opportunity to address your concerns regarding your reviews of TKO Automotive Diagnosis, Repair, & Service.
  
  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.
  
  We hope youll take the time to learn more about Yelps recommendation software here: *****************************************************************
  
  You can also watch this video for an overview of how our recommendation software works: ***********************************************
  
  Regards,
  ******
  Yelp, ****

  Customer response

  05/03/2024

   
  Complaint: 21612154
  
  I am rejecting this response because: This just doesn't help. Out of all my reviews, why only remove just this one. 
  
  Sincerely,
  
  *********************

  Business response

  05/09/2024

  Hi,
  
  Thanks for writing back.
  
  It looks like your reviews of TKO Automotive Diagnosis, Repair, & Service are currently active on the listing and recommended by our recommendation software. Please let us know if you have any additional concerns.
  
  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.
  
  We hope youll take the time to learn more about Yelps recommendation software here: *****************************************************************
  
  You can also watch this video for an overview of how our recommendation software works: ***********************************************
  
  Regards,
  ******
  Yelp, ****

  Customer response

  05/10/2024

  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.

  Thanks for fixing it. 

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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I enrolled in a three month promotion that gave my business credit of $150.00 the first month, $300.00 the second month, and $450.00 the third and final month. The first two months are ok. The third month Feb 2024 Promotion Charge for February 2, 2024 - February 28, 2024 -$150.00. This last promotion charge should have been for $450.00. Please adjust my account and stop putting people on hold for very extended periods of time. Regards, ***** at Eclipse Solar screens in *********. ************

  Business response

  04/25/2024

  Hi *****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Eclipse Solar Screens.
  
  Our records indicate you ran an advertising program on 11/6/23 with a $450 monthly Cost Per Click (CPC) budget (or a $15 per day average). You also included a promotional $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, and anytime you hit your billing threshold.
  
  Additionally, you redeemed a Yelp Boost promotion of up to an additional $900 in free Yelp ad clicks be applied over 3 months. Please note that this promotion 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 2/2/24, you increased your CPC budget to $750 monthly (or a $25 per day average).
  
  Your advertising campaign ended on 3/1/24. 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, ****

  Customer response

  04/26/2024

   
  Complaint: 21610487
  
  I am rejecting this response because:  Thank you for the quick reply.  Please take notice of the invoice for the month of February.  Take notice of the $150.00 at the very bottom. That should have been the $450.00.  It clearly states $150.00.  I am still owed $300.00.  

  February 29, 2024  Eclipse Solar Screens Account
  Billed Period
  February 1, 2024 February 28, 2024
  Billing Summary
  Billed on February 29, 2024
  $966.96
  Paid on February 29, 2024
  $966.96
  Total due
  $0.00
  Payment Method
  Credit card on file:
  VISA: **** **** **** 7952
  (Exp. 1/2028)
  Details
  Locations Total
  $966.96
  Eclipse Solar Screens
  
  *******************
  $966.96
  Charges
  Clicks Advertiser View Details
  Yelp Ads ($450.00 budget)
  Charge for February 1, 2024 - February 2, 2024
  $31.15
  Clicks Advertiser View Details
  Yelp Ads ($150.00 budget)
  Yelp Ads ($300.00 budget)
  Yelp Ads ($450.00 budget)
  Charge for February 1, 2024 - February 2, 2024
  $0.00
  Clicks Advertiser View Details
  Yelp Ads ($750.00 budget)
  Charge for February 2, 2024 - February 28, 2024
  $706.38
  Clicks Advertiser View Details
  Yelp Ads ($450.00 budget)
  Charge for February 2, 2024 - February 28, 2024
  $379.43
  Promotion
  Charge for February 2, 2024 - February 28, 2024
  -$150.00

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

  Business response

  04/29/2024

  Hi *****,
  
  Thank you for your response. Were 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.
  
  Our decision not to refund will stand. You may reach out to our Customer Success Team at ************ or ****************************************** with any further questions.
  
  Regards,
  Daisy
  Yelp, ****

• Initial Complaint

  04/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed up for yelp and it didn't help my business but continued to seek me for money. I would get a lead reply and never hear anything again it happened over and over. I truly believe yelp is a scam. I would do my client even they would ask to leave a review I tell them I have yelp and other platforms. Yelp consistently deleted my positive reviews from my clients but want me to pay them for these fake leads. I canceled them and now they call me and Email me atleast 3 times a week for the past year. I've asked them to delete my company and my number from their list I'm currently selling everything and closing the business I told them this in January and they are still harrasing me. *************** / ********************* wants no further communication with yelp. STOP HARASSING ME!!

  Business response

  04/25/2024

  Hi ****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for ***************.
  
  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 *** ultimately result in more customers, it is important to keep in mind that results are not guaranteed.
  
  You 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. More importantly, we believe that the public benefits from sharing their experiences with local businesses.
  
  I want to assure you with certainty that Yelp treats advertisers and non-advertisers exactly alike with respect to reviews. Advertising only buys ads and never higher ratings, removal of negative reviews or promotion of positive reviews.
  
  You'll find plenty of Yelp advertisers with negative reviews, and plenty of non-advertisers with five-star ratings across the board. Furthermore, there is zero relationship between the timing of when a review gets recommended and when a business decides to--or declines to--advertise. Reviews can be recommended or not recommended days, weeks, or even months after they were first posted, and a Yelp sales representative doesn't have any influence over when that might happen.
  
  Because our recommendation software is automated, the Yelp Support team cannot manually override the software to recommend or not recommend a review. Our recommendation software is automated precisely so that it can apply the same standards to every business and every review without being overridden by someone's personal preferences.
  
  That said, please note our recommendation software runs on a daily basis, so reviews that aren't currently recommended *** be recommended in the future, and vice versa.
  
  We hope youll take the time to watch our video about the Recommendation Software: *********************************************************************************************************************** and read more about common misconceptions here: ****************************************************
  
  If you come across content that you feel *** violate Yelp's Content Guidelines (************************************************), please let our moderators know by reporting it. You can do so by finding the content in question, clicking the flag icon on the website or the More Options/Overflow Menu (3 dots) on the app. You'll need to be logged into your account to report content.
  
  To learn more, please visit: *******************************************************************************************************************************************************************. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, ****

  Customer response

  04/27/2024

   
  Complaint: 21610112
  
  I am rejecting this response because: I told them my business is no longer open so they need to stop calling me and harrasing me about ads. Take me off the list 

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

  Business response

  04/29/2024

  Hi ****,
  
  We have placed your business on our internal Do Not Call list, and going forward you should receive no further sales communication unless you explicitly request otherwise.
  
  If you would like to update your email notification preferences, you can do so by following the instructions given here: *************************************************************************************************************************************
  
  Regards, 
  Daisy
  Yelp, Inc. 
  
  

  Customer response

  04/30/2024

  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

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke to a representative of yelp.com back in October of 2023. He cold called me I was reluctant to do business with yelp as I told him I didn't want to get stuck in an auto renewal that I would forget or have to cancel. This conversation was recorded. I asked point blank if this was a trial period and would be canceled at end of the trial period. I also asked if no one called me or I received no new clients would I be charged to which I was told no. He definitely told me I would never be charged. If no new clients. I received two phone calls and no one made am appointment or followed up. I wasn't given customer information to follow-up. I also told salrep ***** I think? I would not want a bunch of new clients maybe one or two because I have had to take a more main role in caring for my elderly parents. He didn't seen to care. I don't have the time or resources to pay this $400 bill. Which I told him I didn't want to end up paying a big bill. I got 27 clicks on my ad they tell me when I talked to the customer service agent today. This is not the way ***** disclosed to me that the arrangement would work. I feel mislead, used and taken advantage all due to a representative trying to make his commission. I am highly disturbed by this activity and disillusioned with this business. I didn't pay anything but they had been charging me monthly unbeknownst to me until I canceled back in March. I have no idea what was charged. My husband takes care of all the finances and honesty had I or my husband saw a payment to yelp we would have called and canceled immediately. This ***** character said it was a 30day trial and we would not be charged until the end of the trial and ***** assured me he would reach out, which he never did. I was told in March when I canceled and the customer service person told me he would look into it and call me next day. I told him to leave vm. If I didn't answer he said will do. They don't follow thru w/what they say. I want to not owe them.

  Business response

  04/25/2024

  Hi *****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for ******* Aesthetics.
  
  Our records indicate you redeemed a $300 promotional ad credit on 10/2/23. To redeem this 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 promotional $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 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. 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, and anytime you reach your billing threshold. Please note that your promotion was applied during these billing cycles.
  
  Your advertising campaign ended on 3/4/24. 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, ****

  Customer response

  04/26/2024

   
  Complaint: 21609633
  
  I am rejecting this response because: I unfortunately listened to the sales rep that gave me different information. He misrepresented the terms and what was expected from me and knew my financial situation and still talked me into accepting this program. He also represented the program as ending after promotion and I would need to do nothing. I was told if I didn't receive one new client I would not have to pay anything. Which I did not receive any new clients with that $300i paid. In response to your basically saying I should have read everything. I had no idea where this information was. It was explained to me differently and I told him I didn't have time for this. I was told this was a trial to see if I could get new business. So now I am taking care of my parents and not able to work so I have closed my business temporarily. I told him I was not going to have the money to pay unless I had new clients.  Which I am experiencing hardship now because of this extra expense. Not one new client and deceptive practices on your part. I asked him point blank if this was going to end after promotion because I would not have time to cancel and didn't want it to run past promotional period. He told me yes it would end. He also said I wouldn't pay unless I had received new clients meaning more than a click... A client would have an appointment. This is deceptive and fraudulent. 
  
  Sincerely,
  
  *************************

  Business response

  04/26/2024

  Hi *****,
  
  Thank you for your response. Were sorry to hear about your continued frustration.
  
  While our sales reps are able to walk you through the steps of the sign-up, our program is designed to be a self-service program. Sales reps do not have the ability to sign up for features. Signing up for advertising required you to click through each on-screen prompt as they appeared. These prompts displayed information which includes a full description of the promotion, cost per click estimate, daily average budget, monthly maximum budget and first expected billing date. All information is available to review in the final step of the advertising set up before you select to start advertising. This information was also sent in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email, which was sent to the email used to login to the **** after you signed up for your program. We also provide multiple resources such as our Customer Success Team to assist you with any issues.
  
  Our decision not to refund will stand. You may reach out to our Customer Success Team at ************ or ****************************************** with any further questions.
  
  Regards,
  Daisy
  Yelp, Inc.
  
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have requested help to remove our buisness from there platform and they have refused.Yelp has been a problem and has caused our company problems and shows us in a negative manner, they pay people to send fake job request so they can profit on non existing customers.Our company does not want to be associated with Yelp at all and if not removed we will proceed with legal actions

  Business response

  04/24/2024

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page for ******* 24/7 Roadside. 
  
  You 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. More importantly, we believe that the public benefits from sharing their experiences with local businesses.
  
  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).
   
  Please also note that you can turn the messages or quote requests off for your business:
  -Go to your Inbox (***********************************************)
  -Click on the Settings link (the gear icon)
  -Toggle off "Call Requests" and/or "Messaging Leads"
  -Click Save
   
  Please note that if your response rate drops to 0%, the messaging feature will automatically disable. If you wish to avoid this, you should respond to all new messages within 7 days of receiving them. For additional troubleshooting tips, please visit our ************** page here: ****************************************************************************************************************
   
  Thanks for using Yelp.
  
  Regards,
  *****
  Yelp Inc.

• Initial Complaint

  04/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I wanted to try this Ad platform YELP, as I have worked with many such as ****, Townsquare and the likes. I spoke to a sales rep and was told they were running a special and I would get about 1500 credits. So I was up for it anyone would be in the handyman business as our margins are small. I was told it would be $***** and I could work off the credits and we could adjust the billing once the credits ran out. About three weeks past and I called to cancel because I just didnt like the clients that I received (light bulb change) laughable, She (******) assured me that things would pick so I agreed to prolong the agony, Next day or two my bank showed charges for more than ****** including the ***** lol so of course I called to have my page canceled and was told they cant delete my information. Is this there business or mine I wonderedThe sales tactics are miss leading and irresponsible of Yelp , I could only hope they change there policies for the benefit of the business owners that give them a platform. As a last note, the good reviews you receive are bad and they delete them and the bad reviews are exactly what they want for you. Reviews can make or break a business especially in the service industries as we all know.

  Business response

  04/25/2024

  Hi ****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Handyman Mick.
  
  Our records indicate you last ran an advertising program on 1/12/24 with a $210 monthly Cost Per Click (CPC) budget (or a $7 per day average) for total charges of up to $210 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, and anytime you hit your billing threshold.
  
  Additionally, you redeemed a Yelp Boost promotion of up to an additional $2600 in free Yelp ad clicks be applied over 2 months. Please note that this promotion was for an additional ad budget of up to $1300 each month for 2 months, and not a discount on the services you signed up for.
  
  You 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. More importantly, we believe that the public benefits from sharing their experiences with local businesses.
  
  Furthermore, I want to assure you with certainty that Yelp treats advertisers and non-advertisers exactly alike with respect to reviews. Advertising only buys ads and never higher ratings, removal of negative reviews or promotion of positive reviews.
  
  You'll find plenty of Yelp advertisers with negative reviews, and plenty of non-advertisers with five-star ratings across the board. Furthermore, there is zero relationship between the timing of when a review gets recommended and when a business decides to--or declines to--advertise. Reviews can be recommended or not recommended days, weeks, or even months after they were first posted, and a Yelp sales representative doesn't have any influence over when that might happen.
  
  Because our recommendation software is automated, the Yelp Support team cannot manually override the software to recommend or not recommend a review. Our recommendation software is automated precisely so that it can apply the same standards to every business and every review without being overridden by someone's personal preferences.
  
  That said, please note our recommendation software runs on a daily basis, so reviews that aren't currently recommended *** be recommended in the future, and vice versa.
  
  We hope youll take the time to watch our video about the Recommendation Software: *********************************************************************************************************************** and read more about common misconceptions here: ****************************************************
  
  If you come across content that you feel *** violate Yelp's Content Guidelines (************************************************), please let our moderators know by reporting it. You can do so by finding the content in question, clicking the flag icon on the website or the More Options/Overflow Menu (3 dots) on the app. You'll need to be logged into your account to report content.
  
  To learn more, please visit: *******************************************************************************************************************************************************************
  
  Your advertising campaign ended on 2/8/24. 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.
  
  Hi ****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Handyman Mick.
  
  Our records indicate you last ran an advertising program on 1/12/24 with a $210 monthly Cost Per Click (CPC) budget (or a $7 per day average) for total charges of up to $210 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, and anytime you hit your billing threshold.
  
  Additionally, you redeemed a Yelp Boost promotion of up to an additional $2600 in free Yelp ad clicks be applied over 2 months. Please note that this promotion was for an additional ad budget of up to $1300 each month for 2 months, and not a discount on the services you signed up for.
  
  You 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. More importantly, we believe that the public benefits from sharing their experiences with local businesses.
  
  Furthermore, I want to assure you with certainty that Yelp treats advertisers and non-advertisers exactly alike with respect to reviews. Advertising only buys ads and never higher ratings, removal of negative reviews or promotion of positive reviews.
  
  You'll find plenty of Yelp advertisers with negative reviews, and plenty of non-advertisers with five-star ratings across the board. Furthermore, there is zero relationship between the timing of when a review gets recommended and when a business decides to--or declines to--advertise. Reviews can be recommended or not recommended days, weeks, or even months after they were first posted, and a Yelp sales representative doesn't have any influence over when that might happen.
  
  Because our recommendation software is automated, the Yelp Support team cannot manually override the software to recommend or not recommend a review. Our recommendation software is automated precisely so that it can apply the same standards to every business and every review without being overridden by someone's personal preferences.
  
  That said, please note our recommendation software runs on a daily basis, so reviews that aren't currently recommended *** be recommended in the future, and vice versa.
  
  We hope youll take the time to watch our video about the Recommendation Software: *********************************************************************************************************************** and read more about common misconceptions here: ****************************************************
  
  If you come across content that you feel *** violate Yelp's Content Guidelines (************************************************), please let our moderators know by reporting it. You can do so by finding the content in question, clicking the flag icon on the website or the More Options/Overflow Menu (3 dots) on the app. You'll need to be logged into your account to report content.
  
  To learn more, please visit: *******************************************************************************************************************************************************************
  
  Your advertising campaign ended on 2/8/24. 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.
  
  

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Yelp's account executives are consistently calling my business and harassing me with purchasing ads I don't need or want. I have asked them repeatedly to stop contacting me via phone and text and email and they continue to do so. Sometimes they call me more than once a day. I cannot delete my Yelp page without their authorization and they won't give me authorization. They also pick and choose the reviews that show on my account. I have had over 50 reviews and Yelp has hidden or refused most of them because they claim I asked for the review. I don't ask for reviews, and how would they know if I had?

  Business response

  04/22/2024

  Hi ********,
  
  We have placed your business on our internal Do Not Call list, and going forward you should receive no further sales communication unless you explicitly request otherwise.
  
  If you would like to update your email notification preferences, you can do so by following the instructions given here: *************************************************************************************************************************************
  
  I want to assure you with certainty that Yelp treats advertisers and non-advertisers exactly alike with respect to reviews. Advertising only buys ads and never higher ratings, removal of negative reviews or promotion of positive reviews.
  
  You'll find plenty of Yelp advertisers with negative reviews, and plenty of non-advertisers with five-star ratings across the board. Furthermore, there is zero relationship between the timing of when a review gets recommended and when a business decides to--or declines to--advertise. Reviews can be recommended or not recommended days, weeks, or even months after they were first posted, and a Yelp sales representative doesn't have any influence over when that might happen.
  
  Because our recommendation software is automated, the Yelp Support team cannot manually override the software to recommend or not recommend a review. Our recommendation software is automated precisely so that it can apply the same standards to every business and every review without being overridden by someone's personal preferences.
  
  That said, please note our recommendation software runs on a daily basis, so reviews that aren't currently recommended *** be recommended in the future, and vice versa.
  
  We hope youll take the time to watch our video about the Recommendation Software: *********************************************************************************************************************** and read more about common misconceptions here: ****************************************************
  
  If you come across content that you feel *** violate Yelp's Content Guidelines (************************************************), please let our moderators know by reporting it. You can do so by finding the content in question, clicking the flag icon on the website or the More Options/Overflow Menu (3 dots) on the app. You'll need to be logged into your account to report content.
  
  To learn more, please visit: *******************************************************************************************************************************************************************
  
  Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, ****

  Customer response

  04/23/2024

  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, as long as their representatives do not continue to contact me to purchase advertising. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a trial with Yelp ads on the month of November 2023. As it stipulated I could cancel it anytime I tried doing so before the trial period expired but couldn't find anything about it anymore. Also did not see any changes in my account's page traffic so I assumed it actually didn't go through. In February out of the blue I received an email saying that I owed them $324.91 for that same ads services that had been running all that time without my knowledge and without any results btw...It's extremely hard to talk to anyone without extended waiting time and of course they are saying they did provide a service so I should pay for it. Unfortunately I didn't want that service and could only cancel it once I managed to reach someone over the phone. I'll do ahead and pay if I have to but I think this is business malpractice to force people into keeping a subscription they only want to try by making it impossible to cancel it!

  Business response

  04/19/2024

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Cabaret Versatile.
  
  Our records indicate you redeemed a 14 day promotional trial for our Page Upgrade Package on 11/17/23. To redeem the promotional trial, you were required to sign up for our Page Upgrade Package and put payment information on file. Our records indicate you signed up for our $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 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 trial, you would have needed to log in and end the programs once that trial was over. 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 and that you would continue to be charged for advertising services after the trial period. 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, and anytime you reach your billing threshold.
  
  You ended your advertising campaign on 1/26/24. Please note that you are currently running our $30 monthly Business Logo feature (or a $1 per day average). As advertising services have been delivered in accordance with the Terms (**********************************************************************************) you agreed to, we will not be able to offer you a refund
  
  Regards,
  Daisy
  Yelp, ****

• Initial Complaint

  04/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is issue with Yelp cmpany, they scam me by charging my card , Yelp been calling me want me to advertise with them for very long time, i never was interested to do business with them, they offer me 1000 usd credit just to try for one month, and we monitor that month but its was no business comes from it, and in just 3 weeks they charge my card ****** dollars without my concern, i keep callin g them everyday till i give up no one want to help me, they have game that they playing to keep transfering you from one to other till you give up and they hang up phone on you , very dirty ways of doing busines and scaming people , they will not provide me with any contract or document of this transactions they say its internal only , bottom lane YELP its scam company

  Business response

  04/20/2024

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Lite Auto Transport.
  
  Our records indicate you last ran an advertising program on 11/7/23 with a $720 monthly Cost Per Click (CPC) budget (or a $24 per day average). You also included a promotional $120 monthly Page Upgrade Package (or a $4 per day average) for total charges of up to $840 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, and anytime you hit your billing threshold.
  
  Additionally, you redeemed a Yelp Boost promotion of ** to an additional $1050 in free Yelp ad clicks be applied over 3 months. Please note that this promotion 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.
  
  Your advertising campaign ended on 12/1/23. 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, ****

  Customer response

  04/20/2024

   
  Complaint: 21597691
  
  I am rejecting this response because:

   

  The transaction was dont on a phone call with Yelp , I been offer 1300 as credit by yelp agent this conversation was recorded by Yelp , they refuse to give me the recording, plus everytime i call they either keep transfering me from one to others or hang up phone on me, what they saying is all there internal games note for there back up that all i was never sent any email or contract by mail or email, its was dont over the phone

  Only reaaso i say yes to try is because they offer me credit to use for one month and  they insure me that i will not be charge at all for the month but not even 3 weeks i was charge obn my card , they is fake buisness and scam , they will never accept to transfer me to a manager always person answer the phone call  and never found that  same person to talk with 
  
  Sincerely,
  
  ***********************

  Business response

  04/22/2024

  Hi ******,
  
  Thank you for your response. Were sorry to hear about your continued frustration.
  
  While our sales reps are able to walk you through the steps of the sign-up, our program is designed to be a self-service program. Sales reps do not have the ability to sign up for features. Signing up for advertising required you to click through each on-screen prompt as they appeared. These prompts displayed information which includes a full description of the promotion, cost per click estimate, daily average budget, monthly maximum budget and first expected billing date. All information is available to review in the final step of the advertising set up before you select to start advertising. This information was also sent in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email, which was sent to the email used to login to the **** after you signed up for your program. We also provide multiple resources such as our Customer Success Team to assist you with any issues.
  
  Our decision not to refund will stand. You may reach out to our Customer Success Team at ************ or ****************************************** with any further questions.
  
  Regards,
  Daisy
  Yelp, ****

  Customer response

  04/23/2024

   
  Complaint: 21597691
  
  I am rejecting this response because:

   

  Yelp response all lies , there sa;es rep  who contact me manytimes and ask me to log in to my  yelp account and step by step showing me how to sign up for program that hes giving me 1300 credit to use, i keep saying i dont want to be charge and assure me that will be no charge and cancel anytime if i dont like it for one month of trying, not just 3 weeks and i got charge , sales rep become very rude and hang up on me many time, that yelp number is all scam any one answer phone either put me on hold for very long or hang up , I ask to speack to manager no one want to transfer me , Yelp saying the conversation is recorded , but when i ask for my conversation with agent , they refuse to and hang up on me at one time the try to offer me half charge and that before they charge me full amount , i wantr my money back , now the block my free account so i dont use it, witch is ok will never ever do business with yelp or recommend yelp .

   

  There BBB please request the audionj recording and you can hear it your self that yelp agengt offer me 1300 and  assure me that will be no charge for full month of use .

  I dont have any support document because yelp did the whole deal over the phone and they have recording of my conversation

  Thank you for taking this matter seriousely 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yelp offered me a free ad credit and I canceled my ad before using the full credit. However, their deceptive business practice continues to bill me. My account shows no active ads and yet I've been billed for the last 4 months.

  Business response

  04/22/2024

  Hi ***,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for **************************************** Realty.
  
  Our records indicate you redeemed a $350 promotional ad credit on 12/19/23. To redeem this 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 promotional $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 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. 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, and anytime you reach your billing threshold. Please note that your promotion was applied during these billing cycles.
  
  On 1/13/24, you elected to end your CPC program. Subsequently, your page upgrade package cost increased to $180 monthly (or a $6 per day average).
  
  Your advertising campaign ended on 3/18/24. 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, ****

*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. ↩