Business Profile

Internet Services

Yelp Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Important information

Customer Complaint:
Yelp Inc. came to BBB’s attention in July 2007. A review of complaints done in June 2025. BBB recommends users review the following links for information related to paid products and billing.

Terms of Service
Basics
How to cancel your Yelp Ads and other paid products
How are promotional credits, boosts, and bonuses applied?

For additional support, please visit Yelp's Help Center.

Complaints

This profile includes complaints for Yelp Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,856 total complaints in the last 3 years.
532 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/10/2025
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.
No recite, no accountability avoid Yelp yelp is one of the most precise training platforms. I've ever dealt with dayloud blankly. False reviews to say up with no real oversight or verification. As a business owner of try to request edits or removals when reviews were clearly fake or malicious, but Yelp does nothing worse. They refuse to remove your business listing. Even if you no longer want to be associated with their platform, it's like being held hostage by a company that thrives on controversy and drama red and factor fairness, there is no real customer support. Under.Algorithms seem more focused on punishing small businesses than protecting them.If your business owner be warned you don't control.Your listening yet does not *******'s like being Hijacked by a leftist company that wants businesses to fail. They themselves have 5500 1 star reviews on TrustPilot.
Business Response
Date: 07/11/2025
Dear Narek,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:07/09/2025
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.
To Whom It May Concern,On June 10, 2025, I was contacted by a Yelp representative offering the opportunity to set up a Yelp Business account. I initially agreed, but after reconsidering the same day, I decided not to move forward. I logged into the Yelp Business dashboard via mobile and attempted to cancel the account. A message appeared confirming that the account would be closed.Despite this, on June 18, 2025, Yelp debited $109.95 from my account even though I was told by the agent that charges would only begin on the 1st of the month. Then, on July 1, 2025, a second payment of $281.05 was withdrawn. The total charged to my account is $391.00, for a service that was never fully activated, no business information was completed, and no calls or leads were ever *********** a small business owner in *********, ********, I find these actions deeply concerning. ************************* never completed the Yelp profile and did not benefit from the platform in any way. These charges feel deceptive and unjust.************************* is formally requesting a full refund of $391.00 and a written confirmation that the account is permanently closed with no further charges.If I do not receive a full credit back to my account, I will initiate a formal dispute with my banking institution and pursue resolution through the Better Business Bureau, the *********************************, and other consumer protection agencies. I also plan to share this experience with fellow small businesses to warn them about these predatory billing practices.Requested Resolution:Refund of $391.00 Written confirmation of permanent account cancellation Sincerely,****** ***** ************************* *********, ** *************************************************************** ??************** or cell ************
Business Response
Date: 07/09/2025
Dear ******,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/10/2025

Complaint: 23577893

I am rejecting this response because:

Sincerely,

****** *****
Dear Yelp Customer Service,

This is my final written request regarding the unauthorized charges made to my account totaling $391.00. I previously submitted the required form online, and your representative has stated that I am not entitled to a refund, which I completely reject.

Let me be clear:

My Yelp business account was never fully set up or activated.
I canceled the account twice, and no services were rendered.
Despite this, two separate charges were made to my credit card:

$109.95 on June 18, 2025
$281.05 on July 1, 2025

This is unacceptable. As a consumer, I fulfilled your process by completing your form. I will not continue to resubmit redundant claims. At this point, I am demanding a full refund of $391.00 back to my original payment method.

If this is not resolved immediately, I will take the following steps:

File a complaint with the **********************************
Submit a formal complaint with the Better Business Bureau (BBB).
Pursue legal action to recover the full amount including court fees and any additional damages.

Please consider this your final opportunity to resolve this matter amicably. I expect written confirmation that a refund has been issued within 5 business days.

Business Response
Date: 07/11/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

Once again, to ensure we efficiently assist you, please contact us directly at Yelp HQ. We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/11/2025

Complaint: 23577893

I am rejecting this response because:

Sincerely,

To Whom It May Concern,

Thank you for your response, though I must say it is completely unsatisfactory.

It is clear that Yelp Inc. is not reading or acknowledging my concerns thoroughly. I have already reached out to Yelp Headquarters multiple times. The repeated advice to contact us directly shows a lack of genuine attention to the matter and is nothing more than a runaround.

Let me be clear:

I have not received a single phone call or email from Yelp regarding this matter, despite your company having both my business and personal contact information.
Ive made multiple attempts to resolve this directly and in good faith.
As a consumer, I should not be expected to continue chasing down a resolution for a service that was never properly rendered or authorized in full.

At this point, I have filed a formal dispute with my bank regarding the charges. I am also preparing to file a complaint with the ************************ in ******** for deceptive business practices and unauthorized billing. If this is not resolved immediately and I am not refunded the full amount charged, I will escalate this matter further with legal representation if necessary.

This has gone beyond miscommunication it is now a matter of consumer rights and corporate accountability.

I expect a prompt and final resolution not another automated response.

Sincerely,
****** *****
Champion Cleaning Service
[Include your phone and email for clarity]

Business Response
Date: 07/11/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

We look forward to assisting you directly at Yelp HQ. However, we will no longer be able to assist.

Best regards,
Yelp HQ

Customer Answer
Date: 07/14/2025

Complaint: 23577893

I am rejecting this response because:

Sincerely,

****** *****
Initial Complaint
Date:07/09/2025
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.
Name ******** ***** Email address ************************ I am writing to file a formal complaint against Yelp in regard to unauthorized charges made to our account for advertising services during January and February 2025.We signed up for Yelp Ads for our business and paid for the initial two months. After that period, we decided to discontinue the service and did not update our debit card information on the Yelp platform. In fact, we received repeated email reminders from Yelp requesting that we update our payment method to continue the service. Since we did not wish to continue, we intentionally did not update our card details, assuming that our ad campaign would not renew without valid payment information.Despite this, Yelp somehow charged our account for January and February 2025. We believe this was improper, as the continued service was never authorized and our intent not to renew was clearly implied by our inaction in updating the payment information. We have attached a copy of an email from Yelp showing that they were requesting updated payment details, which further supports that the account should not have been charged.We are requesting a full refund for the charges in question for January and February 2025. Yelps handling of this matter has been both confusing and unfair, and we hope the BBB can assist in resolving this issue promptly.Sincerely,********* ***** MDCare Clinic
Business Response
Date: 07/09/2025
Dear *********,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:07/07/2025
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.
Business Name: Yelp, Inc.Consumer Name: ***** **** Business Affected: Prime IV Hydration and Wellness Reston, VA Complaint Type: Billing/Collection Issue Desired Outcome: Full Refund of $480 or Account Credit ?Complaint:I am filing this complaint regarding unauthorized billing and poor business practices by Yelp Business *********** September 2024, I signed up for Yelp advertising and an upgraded business package to promote my new business, Prime IV Hydration and Wellness. In February 2025, after reassessing the value, I contacted Yelp by phone and canceled the services. At that time, I made it explicitly clear that I wanted all services associated with my account canceled.Despite my cancellation call, Yelp continued billing me $120/month for four months for an upgrade package I believed had been terminated along with the advertising campaign. I only discovered the ongoing charges after my billing department flagged them. I had not logged into Yelp since February, further showing I was unaware the charges were continuing.Yelp claims I failed to cancel the secondary package, despite my clear phone cancellation of both services, which were originally purchased together. Their confusing cancellation processrequiring phone communication without clear documentationled to this error. When I asked for a refund, Yelp declined, despite the fact that I did not use or knowingly authorize continued use of the service.I believe it is unjust to be charged for services I neither used nor intended to continue, especially given that Yelps systems and representatives failed to ensure a full cancellation.I am requesting a refund of the $480 in charges from February to June 2025. Alternatively, I would accept a credit to my account if that allows for resolution.Thank you for your attention to this matter.Sincerely,***** **** Owner, Prime IV Hydration and Wellness
Business Response
Date: 07/09/2025
Dear *****,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:07/07/2025
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 began an advertising campaign with Yelp and was charged ****** to my credit card. Yelp claims I owe $243.43 for ads that never ran. I received no return on my investment with Yelp and would like a refund of $****** and the $243.43 Yelp claims I owe be cancelled.******** **** ************************************************* ************ ***********************
Business Response
Date: 07/09/2025
Dear ********,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/10/2025

Complaint: 23563690

I am rejecting this response because: This is the exact response I received from Yelp when I addressed the issue with them. They did not listen to my concerns and cannot provide any proof that an advertisement existed. If an advertisement did exist, I received no response from potential clients. I would like my credit card credited for ****** and the amount I supposedly owe them dismissed.

Sincerely,

******** ****
Business Response
Date: 07/11/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

Once again, to ensure we efficiently assist you, please contact us directly at Yelp HQ. We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/12/2025

Complaint: 23563690

I am rejecting this response because: I have tried to speak with their customer service and was told bluntly told "no refunds" with no further explanation. It is demonstrated that Yelp does not care about the customer, only getting money from their supposed online advertising. I wish to receive a refund of ****** and cancelation of the ****** they claim I owe.

Sincerely,

******** ****
Business Response
Date: 07/16/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

We look forward to assisting you directly at Yelp HQ. However, we will no longer be able to assist.

Best regards,
Yelp HQ

Customer Answer
Date: 07/17/2025

Complaint: 23563690

I am rejecting this response because: The company refuses to help with this matter. They are not willing to compromise. I am willing to compromise but they are not. They can send of offer to ******************************.

Sincerely,

******** ****
Initial Complaint
Date:07/05/2025
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 am writing to formally express my strong disappointment and concern regarding Yelps cancellation and billing practices, which I consider deceptive and unfair.Throughout this process, I acted in good faith by canceling my services within the trial period, following the instructions and relying on the confirmation received from Yelp that my account had been canceled. At no point was it made clear to meeither in the sign-up process or in subsequent cancellation instructionsthat multiple, separate cancellations were required for products bundled under one promotional offer. This lack of transparency is not only misleading but appears intentionally designed to trap customers into paid plans they did not knowingly agree to continue.I find it especially concerning that after receiving a confirmation of cancellation, Yelp continues to hold customers liable for expensive advertising charges, unless they discoveroften too latethat additional, undisclosed steps are required. This approach goes against basic principles of fair dealing and honest customer service, and borders on deceptive business practice under both the ************************ Act and state consumer protection laws.Given these facts, I insist on the following:Immediate review and reversal of all charges incurred after my cancellation confirmation, as these charges are the result of unclear and misleading procedures.Escalation of my case to a Yelp manager or senior supervisor who is authorized to address these systemic issues and provide a resolution.If this matter is not resolved fairly, I will have no choice but to report Yelps practices to the ************************, Better Business Bureau, my State Attorney General, and online review platforms to warn other business owners of these tactics.Sincerely,**** ***********
Business Response
Date: 07/09/2025
Dear *******,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/10/2025
I do not accept the response made by the business to resolve this complaint
Complaint: 23560608
I am rejecting this response because:
Yelps template response to my BBB complaint is a further example of the lack of transparency and accountability that has characterized my experience as a customer. I have already made extensive efforts to resolve this matter directly with Yelp through multiple communications, including by email and phone, and have not received a satisfactory or fair resolution. Redirecting me yet again to offline channels only serves to remove outside scrutiny and does not address the substance of my complaint.
Key points:
I canceled my services within the trial period, following Yelps instructions, and received a confirmation of cancellation.
At no time during signup or cancellation was it made clear that multiple, separate cancellation steps were required for products bundled in the trial offer.
Yelps continued attempt to hold me liable for charges after my good faith cancellationbased on vague and unclear proceduresconstitutes an unfair and deceptive business practice.
I have attached a copy of my cancellation communication for reference, which Yelp has failed to acknowledge in their public response.
Yelps position that I am responsible for additional undisclosed steps is, in my opinion, underhanded and not in line with the fair dealing expected of a reputable business. I reject their reasoning, and I urge the BBB to keep this complaint public so that other business owners are made aware of these practices.
Requested ********************start="1896" data-end="1899"> Immediate review and reversal of all charges incurred after my cancellation confirmation, and escalation to a senior Yelp manager with authority to resolve this matter. If this is not addressed fairly, I will continue to report Yelps practices to appropriate regulatory and consumer protection agencies.
Sincerely,
******* ***********
Business Response
Date: 07/11/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

Once again, to ensure we efficiently assist you, please contact us directly at Yelp HQ. We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/11/2025

Complaint: 23560608

I am rejecting this response because:
They are still not addressing my concerns. We have had at least **************************************************************************************************** wasting more time on this on fruitless discussions.

Sincerely,

Matt
Business Response
Date: 07/16/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

We look forward to assisting you directly at Yelp HQ. However, we will no longer be able to assist.

Best regards,
Yelp HQ
Initial Complaint
Date:07/05/2025
Type:Order 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.
Dear BBB Complaint Department,I am writing to file a formal complaint against Yelp, **** regarding its refusal to remove a demonstrably false, misattributed, and defamatory review that is causing direct harm to my business, Builder ******************On [date of original review], a reviewer named ****** *. posted a highly negative review on Yelps profile page for Builder Bee Projects, LLC. However, ****** *. never received services from *************************. She purchased a property from a separate legal entity, ***************************, which functions strictly as a real estate holding and sales company.The review contains multiple false and damaging allegations, including claims of property flooding and sanitation issues, none of which have any factual basis and are unrelated to our licensed construction business. Furthermore:Her buyers agent completed a final walk-through on the day of closing and signed off that the property was in acceptable condition.There was no contractual or service relationship between ****** *. and Builder ******************Yelps own Content Guidelines clearly require that reviews reflect a firsthand consumer experience with the business being reviewed and that reviews be factually accurate.Despite multiple formal requests, Yelp has refused to remove the review, knowingly continuing to host content that violates its Terms of Service and damages my reputation and business revenue. By knowingly allowing the spread of false statements, Yelp is failing in its responsibility to moderate harmful content and is enabling defamation.I respectfully request the BBB to intervene and assist in compelling Yelp to remove this false and misattributed review immediately to prevent further damage to my business and professional reputation.Thank you for your time and assistance.
Business Response
Date: 07/09/2025
Dear *******,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/11/2025
Dear Yelp HQ,

I am following up on my formal complaint filed via the Better Business Bureau regarding a false and defamatory review posted on ************************** Yelp profile by ****** *.

Your recent response failed to address the substance of my complaint, which involves serious violations of Yelps Content Guidelines and Terms of Service. Specifically:

The reviewer was never a client of **************************
The experience described involved a separate legal entity, ****************************
This misattributed review is causing reputational and commercial harm to *************************, and is therefore materially false and misleading.

Additionally, the review contains factually false claims (e.g., alleged flooding and sanitation issues), further violating your requirement that reviews be factually accurate and reflect a personal consumer experience with the business being reviewed.

Your own Content Guidelines state:

We want to hear about your firsthand consumer experience, not what you heard from your co-worker or significant other Reviews must reflect a personal experience with the business being reviewed.

Your Terms of Service (Section 6) further prohibit false or misleading content that may cause harm.

Action Requested

I formally reiterate my request for immediate removal of this review.
Failure to remove this clearly false and misattributed content, now that Yelp has been put on actual notice, may expose Yelp to liability for knowingly facilitating defamation and causing commercial damage.

Notice of Further Action

If this issue is not resolved promptly, I will escalate this matter to:

The ************************ (FTC) under deceptive business practice complaints.
Additional legal remedies including potential claims for defamation facilitation and tortious interference.

I look forward to your prompt resolution of this matter to avoid further escalation.

Sincerely,

******* ******
Owner, *************************

Complaint: 23558646

I am rejecting this response because:

Sincerely,

******* ******
Business Response
Date: 07/11/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

Once again, to ensure we efficiently assist you, please contact us directly at Yelp HQ. We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 07/11/2025

Complaint: 23558646

I am rejecting this response because:

I have already contacted you guys directly and received no resolution. Please see attached the email thread of my communications to first try to resolve this issue with Yelp directly And yet you guys still allow the review to stand email with all that evidence and facts.
Im looking to have this review removed based on your own terms and policy as outline on my previous email.

Sincerely,

******* ******
Business Response
Date: 07/11/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

We look forward to assisting you directly at Yelp HQ. However, we will no longer be able to assist.

Best regards,
Yelp HQ
Initial Complaint
Date:07/03/2025
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.
Complaint Summary:Yelp charged our small business $180/month for nearly a year for a service we did not knowingly authorize ("Enhanced Profile"), with no clear disclosure, no billing notifications, and questionable practiceseven after the card on file expired. Yelp refuses to issue a refund or acknowledge that the charges were unauthorized.Complaint Details:In May 2024, our business briefly trialed Yelp Ads using discretionary marketing funds. The ads were deactivated after about a month, per the owners ************** other paid services were knowingly activated. However, Yelp began charging $180/month for Enhanced Profilea feature not clearly disclosed during onboarding and never explicitly approved.Early charges appear to have been discounted or hidden, only surfacing later as the full $180/month.Our business received no billing notifications. The billing email was the owners, not the contractor managing the account, and no visible consent trail exists confirming we opted into this recurring charge.Worse, the credit card expired about four months in, yet Yelp kept billing it, likely using an auto-update mechanism without informed consent.We canceled the feature immediately upon discovery in June 2025 and contacted Yelp. After filing a formal complaint, Yelp issued a templated denial, saying we could have canceled at any timedespite our lack of knowledge that it was active.Steps Taken to Resolve:We contacted Yelp Customer Support and submitted a formal billing complaint.Yelp reviewed the case but denied a refund, offering no proof of our consent or adequate notice.Desired Outcome:We are seeking a full refund of approximately $1,980 ($180 ~11 months) for a feature that was never knowingly activated or approved.We also ask that Yelp improve billing transparency and require active user confirmation before enabling paid services.
Business Response
Date: 07/03/2025
Dear ********,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:07/03/2025
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 met with a consultant over the phone and set a budget. I was not seeing the benefits of the money Yelp was costing me. Between $300 and $400 per month. I spoke with him again and he told me I would be losing all my free advertising credit if I downsized my program I was on. So I let it go. $370 taken out of my checking again the next month. So I looked at my traffic on Yelp and decided to cancel. This time I did it online. I cancelled everything. Yesterday $270 out of my account again. So I called and spoke with a man who was nice but just kept pressing me to give Yelp another try. He told me I was paying $3.65 for every click which is astronomical. I asked him after canceling in May why I was charged again. He has no answer. He said that I should of called because he doesn't see where I cancelled. Only changed my budget. This is the 2nd time I have asked them to cancel and had issues doing so. I tried their program before and had issues canceling. As my bodies grew in tried them again with the same issue when it comes time to cancel
Business Response
Date: 07/03/2025
Dear *****,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:07/02/2025
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 was offered a $350 Yelp ad credit in December 2024 and told by their ******************* that I only needed to enter my credit card to activate the campaign no charges would be applied until the full credit was used. Tray also assured me hed be managing my account weekly. That support never happened.After the initial setup just before the holidays, I reached out multiple times with no response. Eventually, another Yelp *** couldnt even verify Trays existence or involvement. Red flag.I canceled the campaign on January 21, 2025, after seeing zero benefit beyond what we already achieved through organic search. My dashboard confirmed unused credit remained yet I was still billed. Worse, I couldnt remove my credit card info from the account, which felt deliberately ************** April, my assistant finally got through to someone who actually canceled it. But by then, additional unexplained charges had already hit my account with no clear breakdown of what they were for. Apparently uploading a logo, a few pictures, or removing competitor ads incurs hidden fees, even though nothing of the sort was ever disclosed upfront. The campaign was pitched as all-inclusive.Ive since disputed the charges with AmEx, and even that process was frustrating. Despite **************** claiming the vendor had eight weeks to respond, my case was closed before I was even contacted for documentation. No emails. No follow-up. Just a quiet case closure in Yelps favor.Between the lack of transparency, absence of support, and unauthorized charges, this has been a highly disappointing experience. Small business owners, especially those with limited time and marketing budgets, should proceed with extreme caution. This was not only a waste of time but a breach of trust.
Business Response
Date: 07/03/2025
Dear *****,
Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

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