Complaints

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

close

Find a Location

Yelp Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Yelp Inc.

  350 Mission Street San Francisco, CA 94105

• 

  Yelp Inc

  P.O Box 204393 Dallas, TX 75320

• 

  Yelp.com

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

• 

  Yelp Inc.

  140 New Montgomery St San Francisco, CA 94105-3705

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

• Initial Complaint

  Date:08/22/2025

  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.

  Yelp continues to hide legitimate reviews for my business due to me not upgrading into their system of paid products, additionally they leave up a review that is confirmed in the review for the wrong company. They blame their "computer program" for the hiding of the legitimate reviews.They have cost my business hundreds of clients over the years and I need to make a complaint.

  Business Response

  Date: 08/29/2025

  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:08/22/2025

  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.

  Yelp 06/01/2025, charge $88.79 06/18/2025, charge $102.01 07/01/2025, charge $77.99 08/01/2025, charge $180.00 I have canceled my ad, but Yelp said my update ad not canceled, so they continue to charge me for the ad.

  Business Response

  Date: 08/22/2025

  Dear Xue,
  
  
  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:08/21/2025

  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.

  Aggressive sales told me I would get $300 in free ads and promised good leads they didnt deliver the leads and changed me for services that I didnt receive

  Business Response

  Date: 08/22/2025

  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: 08/23/2025

   
  Complaint: 23780846
  
  I am rejecting this response because:

  They didnt resolve the issue 
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 08/26/2025

  Aggressive sales for advertising that does not produce leads that we're promised by sales person asked for a refund they denied the refund charged me for services that didnt meet my satisfaction 

  Business Response

  Date: 08/29/2025

  Hi, 
  
  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: 08/30/2025

   
  Complaint: 23780846
  
  I am rejecting this response because:

  I want the business to apologize and refund the account misleading advertising agrisive sales and over charging customers for mediocre services this is how class action law suits start i wont be using yelp anymore it ruins businesses incredibly and costs the business to lose revenue 

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

  ************ 

  Business Response

  Date: 09/03/2025

  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: 09/06/2025

   
  Complaint: 23780846
  
  I am rejecting this response because:I am not happy with the way they conduct business i wont use there services nor recommend using there services until they credit my account 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:08/21/2025

  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 have been contacted numerous times over the past several months by a Yelp representative wanting me to purchase ads or engage with Yelp for my business. Every few months since 2009, I have been appointed a new representative that will try to engage and at times threatened or yelled at by the representative as they are paid by commission. This is a nuisance on my end and in a post-pandemic climate, makes it challenging to thrive as a business.I told the recent Yelp representative on the first phone interaction to take me off of the list. She continued to email and call every few days. I blocked her number. She continued to email. I have now sent another email to take me off of the list.

  Business Response

  Date: 08/22/2025

  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:08/21/2025

  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.

  On Monday, August 18, 2025, I returned a call to ***** ******* after receiving multiple calls and emails from him about a promotional opportunity. During our conversation, I explicitly stated that I did not wish to add a credit card to my account, as I did not want to be charged. Mr. ******* assured me that no charges would be made and that Yelp only needed to verify the cards validity. Based on this reassurance, I reluctantly provided my card information.However, today I was notified by my bank that Yelp charged my account ****** amount I did not authorize and was explicitly told would not be charged.I immediately contacted Yelp and spoke with a man who identified himself as the sales manager. While he initially agreed to issue a refund, he proceeded to pressure me into continuing the promotion and signing up for a $150/month advertising plan. He used manipulative language, including telling me I was shooting yourself in the foot, and repeatedly argued with me despite my clear and repeated requests to cancel the promotion.After a prolonged and uncomfortable conversation, I firmly reiterated that I did not wish to continue the promotion or enroll in any paid plan. The sales manager then claimed that I had agreed to the charges based on a review of the call with Mr. ********* assertion that is categorically false.I am requesting the following actions be taken immediately:1. A full refund of the $184 charged to my account. 2. Immediate cancellation of any active promotions or advertising plans associated with my account. 3. A cease and desist from any further attempts to charge my account or enroll me in paid services without explicit written consent.This experience has been both frustrating and unacceptable. I trusted Yelp to act with integrity, and instead I was misled and pressured into a financial commitment I did not agree to. I expect this matter to be resolved promptly and professionally.Sincerely, ****** *********

  Business Response

  Date: 08/22/2025

  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: 08/23/2025

   
  Complaint: 23778724
  
  I am rejecting this response because: I had already spoken to the very same department that you're directing me to.  And the Client Success manager was the one who attempted to convince me to keep the promotion as well as upgrade to a paid service that I told him I didn't want.  He also used deceptive sale tactics and manipulation to try to force me to agree to paying $ 150 monthly in order to be refunded for the unauthorized charge.  So all I need right now is for Yelp to  cancel the promotion, refund the unauthorized charge, and  cease and desist from charging my account. I don't want any of your services ever again, so there's really nothing to speak about.  Please refund my money that you took without my permission. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 08/29/2025

  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: 09/05/2025

   
  Complaint: 23778724
  
  I am rejecting this response because: I was contacted by a representative from Yelp, who confirmed that the refund was approved after Yelp did their investigation and listened to the call between myself and the sales agent.  So I'm not sure why Yelp doesn't want to discuss it on the BBB's portal!? It's obvious that Yelp wants to try to cover this up and prevent the BBB from learning of its deceptive sales practices.  Thank you BBB for taking the time to assist me with this matter.  It's very much appreciated.  
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 09/05/2025

  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: 09/08/2025

   
  Complaint: 23778724
  
  I am rejecting this response because: I have already attempted to resolve this issue via phone with the department they're directing me to contact.  As aforementioned,  Yelp lured me into accepting a promotion for $1200, and stated that they only needed a card on file when I asked why they needed my card information.  However,  I was charged almost immediately after. And when I called Yelp to find out why I was charged when I didn't authorize it, the *** told me that I had to accept a paid service in order to get my refund back.   I also received a call from another *** in the same department and he told me that I was refunded, but I checked with my bank and I wasn't  refunded even though it's been over two weeks.  Bear in mind that I didn't authorize this charge.  
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:08/20/2025

  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.

  Yelp told me I had $300 credits but I received 1 lead no calls two days after **** got my card info they started charging and he swore no charges till after the first so I can get a roi all these calls are recorded I want to cancel and I would like a refund

  Business Response

  Date: 08/22/2025

  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:08/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,Im reaching out regarding my business listing, *********** on Yelp. We are a new business, and several genuine customer reviews are not appearing in the main section of our page.While I understand Yelp uses an automated system to recommend reviews, it feels unfair for a new business to have real feedback hidden, especially when customer trust is so important at this early stage. These reviews reflect the quality of service we provide and are a vital way for potential customers to trust us.This situation makes it challenging to build credibility on Yelp platform. I will not pay for advertising on Yelp platform. I kindly ask them to let my legitimate customer reviews are ****************** Name: *********** Yelp Business Page Link: *************************************************************************************** Thank you for your time and support. I look forward to your guidance. Best regards,***** *****

  Business Response

  Date: 08/22/2025

  Dear Didem,
  
  
  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:08/20/2025

  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.

  Yelp doesnt consider good reviews from clients being applied to my business reviews. They have a policy in place that says many reviews will be filtered through as a client has to be a continuous reviewer of services. I had a client give us a bad review 1 star without the client or review being verified. This clients review is based on roof leak going into the home. We had a contract agreement with this client and had been out several times. I explained to her that this claim is only covered by her insurance due to hail damage to her roof. I also explained that the workmanship warranty I offer had expired the year prior. I offered to take care of this issue either through her insurance or through a discounted price. Customer refused any of the options I offered. I dont want to lose any clients because of a situation like this but a contract agreement is a contract agreement and warranties are given to cover and repair. Yelp never asked for any information regarding this matter and posted a review that should have never been posted. When it comes to good reviews then Yelps guidelines come into affect and the reviews never get posted. If you have Yelp or use Yelp just understand that they really and truly dont consider the business or clients opinion or reviews. **** ******* - **** Texas Contracting ************

  Business Response

  Date: 08/22/2025

  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:08/19/2025

  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.

  My business **************************************** is dealing with unauthorized Charges, No Services Rendered, and ********************* I am filing a formal complaint against Yelp for Business regarding unauthorized charges, lack of transparency, and poor customer service. *********************** main headquarters is located at ******************************************************************************************************************Details of the Complaint:1. Unauthorized and Unexpected Charges August 9th: $60.85 August 11th: $108.03 August 17th: $123.96 These charges were made to my credit card without my authorization and without any invoices, email notifications, or receipts. No Way to Remove Credit Card Information When I first set up my business on Yelp, I was prompted to provide my credit card information, which I understood was for a free service, and if i decided along the way to use their other services id have to pay for them. I later discovered there is no way to remove that card once entered, leaving business owners vulnerable to unexpected and unauthorized ********** Services Rendered Despite these charges, I have not received any services in return for the amounts billed. ***************************** Yelp representatives have made cancelation unnecessarily difficult, and subscription terms were never clearly disclosed.Misleading Sales Practices Yelp promotes free trials and advertising packages but does not properly disclose automatic renewals or ongoing charges, which led to these surprise transactions.Requested Resolution:I am expecting and requesting a full refund of the above charges.I will also be contacting my credit card company to report these charges as unauthorized.This matter has caused unnecessary financial loss and frustration, and I am requesting the BBBs assistance in resolving it and holding Yelp accountable for these deceptive practices.Thank you for your time and attention.Sincerely,***********************************************************************

  Business Response

  Date: 08/22/2025

  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: 08/23/2025

   
  Complaint: 23770897
  
  I am rejecting this response because:
  
  I have carefully reviewed the companys response, and I am not satisfied. Their reply was generic, unhelpful, and failed to address the specific concerns raised in my initial filing.

  
  

  The core issues remain unresolved and are as follows:

  
  

  1. Unauthorized Charges My credit card was billed on three separate occasions (August 9th: $60.85, August 11th: $108.03, and August 17th: $123.96) without invoices, receipts, or my authorization. Yelp has not explained the basis for these charges nor offered a refund.

  
  

  
  

  2. Retention of Credit Card Information Despite multiple written and verbal demands, Yelp continues to retain my credit card information on file. I have been provided no means to permanently remove this information, which raises significant billing security and consumer protection concerns.

  
  

  
  

  3. No Services Rendered I have been charged for services I did not receive. My account reflects no advertising activity or benefits corresponding to the amounts billed, and Yelp has yet to identify what these charges represent.

  
  

  
  

  4. Misleading and Deceptive Practices Yelp markets its services as free or trial-based but fails to clearly disclose that entering payment information results in automatic billing and recurring charges. This lack of transparency constitutes a deceptive business practice that unfairly binds business owners to undisclosed financial obligations.

  
  

  
  

  5. Poor **************** My repeated attempts to resolve this issue directly with Yelp have been met with constant transfers between representatives, vague assurances, and no resolution. Yelps response to the BBB only recycled customer service numbers and links that I have already exhausted.

  
  

  
  

  
  

  At this stage, Yelp has failed to provide:

  
  

  A full refund of the unauthorized charges;

  
  

  Permanent removal of my payment method from their system; and

  
  

  A clear explanation of the billing activity.

  
  

  
  

  My concern is specific, urgent, and related directly to billing security and deceptive practices. Yelp has not provided a direct or effective solution, and I should not be forced to remain in an endless loop of unresolved customer service transfers.

  
  

  Accordingly, I am requesting the BBBs assistance in holding Yelp accountable and ensuring that these issues are addressed. I will also be disputing these charges with my credit card company as unauthorized and considering further remedies should this matter remain unresolved.

  
  

  Thanks,

  ******** ****

  
  

  Business Response

  Date: 08/29/2025

  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
  
  

• Initial Complaint

  Date:08/19/2025

  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.

  On August 18, 2025, Yelp withdrew $757.76 CAD from my chequing account without my consent. I did not authorize recurring payments or any pre-authorized debit. After multiple attempts to resolve the issue with Yelps billing team, their finance manager told me, Go ahead and file a complaint, it wont get anywhere. They also insisted that I had activated the service, which is not true. I never agreed to automatic or recurring charges. This transaction was unauthorized. I am requesting a full refund of $757.76 CAD and that Yelp stop any future unauthorized withdrawals from my account. I have included supporting details in my bank statement and email correspondence. I hope BBB can help facilitate a resolution.

  Business Response

  Date: 08/22/2025

  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: 08/24/2025

   
  Complaint: 23769191
  
  I am rejecting this response because:

  Dear BBB,
  
  Thank you for forwarding Yelps response to my complaint (ID *********. After reviewing their reply, I must state that their response is not satisfactory for the following reasons:
  1.Generic Response: Yelp only provided a general, template-style message with links to their support pages. This does not address the specific issue I raised.
  2.Unauthorized Charge: My complaint was about an unauthorized withdrawal from my bank account by **********************, but their response ignored this matter completely.
  ******* Conversation: When I contacted Yelp by phone, they told me this was due to a contract. I explained that if a contract existed, I should have a copy. They admitted they could not provide one, because no such contract exists. When I said I would file a complaint, their finance manager told me, Do whatever you want. This behavior is unprofessional and unacceptable.
  4.Lack of Resolution: Yelp has not offered an explanation, investigation, or refund regarding the unauthorized charge.
  
  I respectfully request that Yelp:
  Conduct a full investigation into this unauthorized transaction,
  Refund the money withdrawn without my permission,
  Provide written assurance that no further unauthorized charges will occur.
  
  Until these issues are resolved, I cannot consider the matter closed or satisfactory.
  
  
  Sincerely,
  **** *********

  Business Response

  Date: 08/29/2025

  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