Business Profile

Internet Services

Yelp Inc.

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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:09/14/2024
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 have had a business account with ********************** to promote my business. I received four 5 star reviews from clients about my business on Yelp. I had a 5 star rating. As of 9/14/24 when I went to check my account they system says I have 0.0 rating. It blocked my four reviews on my profile as not recommended determined by their AI system. The reviews also do not show on my profile anymore. This is harming my business and they were legitimate reviews from clients I have serviced. When I called in to speak to someone the representative was rude and just said that's what they have always been doing.
Business Response
Date: 09/23/2024
Hi,

Thanks for writing in. We are glad to have this opportunity to address your concerns regarding the business listing for **************************************** engineered its automated recommendation software in an effort to provide consumers with the most helpful and reliable reviews and level the playing field for all businesses. Reviews that the software determines to be less reliable and useful, or which are written by users we just dont know enough about, are moved to a not currently recommended section and do not factor into a businesss overall Yelp star ratings.

We hope youll take the time to learn more about Yelps recommendation software here: *****************************************************************

You can also watch this video for an overview of how our recommendation software works: ***********************************************

Regards,
Mariah
Yelp, ****
Customer Answer
Date: 09/23/2024

Complaint: 22285828

I am rejecting this response because: the reason that was provided was just a "push off" response. The automated system is flawed and due to its flaw it is hurting our business. It removed valid reviews from real customers that dropped our rating from 5/5 to 0/0. Having an automated system can be great when dealing with thousands of thousands of reviews, however, there should also be a human team that is able to review reviews when a business asks for an appeal or approval. I can prove each one of my four reviews are from real clients that have used our service. I would like my original request to have my reviews placed back on my profile. I will not be satisfied until that happens.

Sincerely,

****** *******
Business Response
Date: 10/01/2024
Hi,

Thanks for writing back.

Our recommendation software is entirely automated and applies the same rules to every business. The reviews that are recommended for any business can change over time as Yelps software learns more about the reviewer and the business. Not recommended reviews are still visible to consumers and can be found through a link on the bottom of Yelp business pages.

Regards,
Mariah
Yelp, ****
Initial Complaint
Date:09/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yelp created another *** web page using my personal identification on 09/13/2024. Now, there has been three addresses. Reference the images attached and the date stamps listed on the lower right corner for validation. Yelp misused my personal identification photograph again on 09/13/2024. I couldn't have made these new changes on 09/13/2024. My account is closed (see image attached for proof). On 09/13/2024, the *** with my photo now says [human-factual-multimedia-journalism-*********]. Before on 09/10/2024, my photo was on [human-factual-multimedia-*********-2]. Before this, it was on [human-factual-multimedia-*********]. My photograph and personal information has now been on 3 different *** web pages.
Business Response
Date: 09/20/2024
Hi ****,

Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page.

Please note your business page has already been marked as Closed: ***************************************************************************************. Also, to have the photos on the business page removed, please contact us directly here from the email associated to the business page: ****************************************************************

As you may recall from your previous correspondence with the Yelp Support team, you asked for your business to be removed from Yelp; however, we don't remove business information. While some business owners might prefer to keep a lower profile, this kind of information is publicly available and its use is protected under the law. More importantly, we believe that the public benefits from sharing their experiences with local businesses. Closed business pages are removed from Yelp's Search over time.

Regards,
Lacey
Yelp Inc.
Initial Complaint
Date:09/13/2024
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.
1- sorry your team has received abusive communication and thereby you had to add that checkbox.2-the above segues into our issue and I am sure many other businesses.Yelp does clearly state it is using an AI algorithm for their reviews. It does not clearly state why 8 great reviews were not being considered by AI towards the star review system.3-this means Yelp is part of the problem i address in #1 above.4. A better use of Yelp's Ai would be to verify that the person leaving a review is real and that said person is not using Yelp's platform as a smear campaign 5-My request is for all of our reviews to be considered as long as they are left by a verified human account and Ai was utilized to make sure this was not a repeat of a review on other platforms (a smear campaign) = transparency and accountability 6- How to fix: At the bottom of the reviews in tiny print is: 9 other reviews that are not currently recommended This is above the You might also consider (sponsored) section. MOVE all of the "other reviews" to the MAIN page and let people decide for themselves what is a true review and what is smear. 7 Thank you
Business Response
Date: 09/19/2024
Hi,

Thanks for writing in. We are glad to have this opportunity to address your concerns regarding the business listing for ********* Film Festival.

Yelp engineered its automated recommendation software in an effort to provide consumers with the most helpful and reliable reviews and level the playing field for all businesses. Reviews that the software determines to be less reliable and useful, or which are written by users we just dont know enough about, are moved to a not currently recommended section and do not factor into a businesss overall Yelp star ratings.

We hope youll take the time to learn more about Yelps recommendation software here: *****************************************************************

You can also watch this video for an overview of how our recommendation software works: ***********************************************

Regards,
Mariah
Yelp, ****
Customer Answer
Date: 09/19/2024

Complaint: 22280453

I am rejecting this response because your reply is inaccurate. Your ** is not working properly, the algorithm is wrong. If you took the time to look at our account on **********************, your comment about the ** not having enough info on someone is false. See attached. One of the people whose response ** rejected towards our points has done 79 reviews on your site, others 10 and 20 respectively, some only 1.
In addition your ** is allowing people who only gave 1 negative review to stay. Had your ** been created to check other online text with the same info, the ** would have instantly made the distinction this is a smear campaign (using more the one review site to say the same negative things to smear).
Also, We notified Yelp that **** R is a fake account, it is someone we fired, they made their avatar to look like them.
Kindly take some time to actually review a file before you send stock wording. Again, your ** is not working properly, your response is not based on fact as I have attached the proof.
Yelp needs to fix the incorrect ** decision based on the proof of the attachment for at least the people that you do have enough information about them, they left 79 reviews, 20 and another 10 reviews. It would be appreciated if you removed the false review we told you about years ago.

Sincerely,

New Media
Business Response
Date: 09/26/2024
Hi,

Thanks for writing back. You've asked us to take another look at **** *.'s review of ********* Film Festival. I'm writing you back to let you know that we have taken another look at this review and to clarify our policies as they pertain to cases like this.

Our Terms of Service prohibit anyone with a conflict of interest with a business from posting reviews about that business. While investigating potential conflicts of interest, we rely on information in our systems and information in the content that the reviewer has posted. Based on the information available to us, we are unable to confirm that a conflict of interest exists in this case, and we will not be able to assist further. Please note that our moderators aren't in a position to take sides when factual accounts differ, and we'll allow the reviewer to stand behind their review.

With that in mind, we've taken another look and we stand by our original decision to leave the review up, as we did not find it to be in violation of our guidelines.

It looks like you've already taken advantage of the messaging feature on your business account to post a public comment in response to the review. You also have the ability to directly message the reviewer; you can learn more at ********************************************************************. And for additional guidance on using your business account, visit ***************************************************************************.

Our recommendation software applies to all reviews in an effort to show the most helpful and reliable content to our users. Because our users overall write more positive than negative reviews, many of the reviews in the not recommended section tend to be some of those positive reviews.

We hope youll take the time to learn more about Yelps recommendation software here: *****************************************************************

You can also watch this video for an overview of how our recommendation software works: ***********************************************

Regards,
Mariah
Yelp, ****
Customer Answer
Date: 09/26/2024
Here is what I sent, i have removed the **** R comment so ******
can focus on the fact that the ** algorithm and reason explained on the
hidden comments **** in incorrect . How could your ** algorithm deny a
reviewer who has reviewed 79 times on your site and others with large
engagement that were not counted in the process. See below.
****** did not respond to the major reason I reached out.The Algorithm and reason that these reviewers did not have enough info for the algorithm to validate them are incorrect and need to be fixed.
In small print under the reviews the algorithm allows is a note that says, click to see reviews not included in the ******** you can see, 79 reviews, 20 reviews, etc and even with pictures. So, why are they not being considered for the score and yelp is using the excuse the algorithm chooses and did not choose these by not being able to verity yet you had one star people be counted. Perhaps your algorithm is only accepting negative reviews. Please fix,
8 reviews for ********* Film Festival that are not currently recommended
Not Recommended Reviews for ********* Film Festival - Yelp
Note: The reviews below are not factored into the business's overall star rating.


12/8/2022
It was a truly lovely event, not because our Christmas film "Hashtag Blessed The Movie" won the award for best Faith & Family, but because the people putting on the event truly care for film makers. I run a film festival myself and can see when someone puts in their heart and soul. Thank you ********* Film Festival. Sincerely    ******* *******
Report review

o    Kalina B.
o    *********************, *************, **
o     19 friends
o     24 reviews

10/21/2018
Brilliant event! The hosts and show staff made it exciting and special. Highly recommended!
Report review

o    ******* *.
o    ******, **************
o     0 friends
o     12 reviews

10/9/2018   Updated review
Great festival, brilliant set up would recommend. Thoroughly enjoyed myself, great family day out!
Report review

10/1/2018 Previous review
Great company, would really recommend. Helpful, professional and knowledgeable from the start, enjoy Read more

o    ***** *.
o    ******, **************
o     0 friends
o     79 reviews

9/27/2018
Really looking forward to attending this, taking some friends and family with me!
Report review

o    **** *.
o    ******, **************
o     0 friends
o     50 reviews
o     14 photos

9/24/2018
I have already submitted my content and really looking forward to the event.
Report review

o    ****** *.
o    ******, **************
o     0 friends
o     20 reviews

9/19/2018
What a fantastic company. I could tell from start to finish they really care about the work they do. Thank so much for your time.

o    ****** *.
o    *********, ***********, **
o     0 friends
o     1 review

2/25/2024
Excellent festival. Very professional. It was fun to meet so many diverse creators and watch such great content. I work for a festival and was very impressed with how much this festival does for participants and guests.
Report review

o    ********* *.
o    *********, **
o     0 friends
o     1 review

2/1/2024
I interned with ********* during my sophomore summer at **** in 2021. Cannot say enough good things about my experience. I specifically worked under Crystal **** and had such a lovely learning experience. I would highly recommend ********* and really respect how much emphasis they put on elevating new voices in the industry. The festival team is the perfect combination of professional and personal, and I felt incredibly valued even as a 19 year old intern. Everyone I interacted with was so considerate, educational and very intelligent. ********* is definitely the festival to consider for content creators in the space, as well as those looking to work in the industry. Highly recommend!!
Report review

o    ******* *.
o    SoMa, *************, **
o     0 friends
o     1 review

Here is what that **** says (pictures removed)

Complaint: 22280453

I am rejecting this response because your reply is inaccurate.
Your ** is not working properly, the algorithm is wrong.
If you took the time to look at our account on **********************, your comment about the ** not having enough info on someone is false.
See attached.
One of the people whose response ** rejected towards our points has done 79 reviews on your site, others 10 and 20 respectively, some only 1.

In addition your ** is allowing people who only gave 1 negative review to stay on the home**** and count (not hidden). Had your ** been created to check other online text with the same info, the ** would have instantly made the distinction this is a smear campaign (using more the one review site to say the same negative things to smear).

Kindly take some time to actually review a file before you send stock wording.
Again, your ** is not working properly, your response is not based on fact as I have attached the proof.

Yelp needs to fix the incorrect ** decision based on the proof of the attachment for at least the people that you do have enough information about them, they left 79 reviews, 20 and another 10 reviews. It would be appreciated if you removed the false review we told you about years ago.

Sincerely,

*********

Here is what I sent, i have removed the **** R comment so ****** can focus on the fact that the ** algorithm and reason explained on the hidden comments **** in incorrect . How could your ** algorithm deny a reviewer who has reviewed 79 times on your site and others with large engagement that were not counted in the process. See below.

Complaint: 22280453

I am rejecting this response because your reply is inaccurate.
Your ** is not working properly, the algorithm is wrong.
If you took the time to look at our account on **********************, your comment about the ** not having enough info on someone is false.
See attached.
One of the people whose response ** rejected towards our points has done 79 reviews on your site, others 10 and 20 respectively, some only 1.

In addition your ** is allowing people who only gave 1 negative review to stay on the home**** and count (not hidden). Had your ** been created to check other online text with the same info, the ** would have instantly made the distinction this is a smear campaign (using more the one review site to say the same negative things to smear).

Kindly take some time to actually review a file before you send stock wording.
Again, your ** is not working properly, your response is not based on fact as I have attached the proof.

Yelp needs to fix the incorrect ** decision based on the proof of the attachment for at least the people that you do have enough information about them, they left 79 reviews, 20 and another 10 reviews. It would be appreciated if you removed the false review we told you about years ago.

Sincerely,

*********

Sincerely,

*********
Business Response
Date: 10/03/2024
Hi,

Thanks for writing back.

Our recommendation software is entirely automated and applies the same rules to every business. The reviews that are recommended for any business can change over time as Yelps software learns more about the reviewer and the business. Not recommended reviews are still visible to consumers and can be found through a link on the bottom of Yelp business pages.

Please note no employee at Yelp has the ability to recommend or not recommend a businesss reviews. This approach is deliberate to avoid conflicts of interest.

We hope youll take the time to learn more about Yelps recommendation software here: *****************************************************************

You can also watch this video for an overview of how our recommendation software works: ***********************************************

Regards,
Mariah
Yelp, ****
Customer Answer
Date: 10/03/2024

Complaint: 22280453

I am rejecting this response because: Yelp never answered how any of the verified yelp users and reviewers, one with 70+ reviews would not be accepted by AI to go towards the star system. Having the non star rated reviews be seen (small print on first page to see list on second page where you cannot interact) violates the reason for having a star system.
AI has allowed negative reviews from a one time reviewer go to the star system and had denied reviewers that have been avid yelp reviewers. Yelp needs to stop skirting the issue and/or trying to change the dialogue....we NEVER accused personnel at yelp of doing anything, yet you refer to that in your reply as if we have. We ALREADY read and watched ALL information on Yelp's website before asking BBB to help us fix your broken (unfair) system. HAVE ALL REVIEWS COUNT TOWARDS STARS, HAVE YOUR REVIEWING SYSTEM BE MORE TRANSPARENT AND VERIFY IF THE PEOPLE ARE HUMAN BY A HUMAN BECAUSE YOUR AI ALGORITHM IS NOT WORKING AS YOU STATE IT IS
WE WOULD LIKE YELP TO RESPOND TO WHAT WE PRESENTED, PROOF THAT AVID REVIEWERS LEFT GREAT REVIEWS AND THEY ARE NOT COUNTED TOWARDS THE STAR SYSTEM AND ONE TIME YELP REVIEWERS ARE COUNTED (POSSIBLY PART OF A SMEAR CAMPAIGN )
WE WOULD LIKE YELP TO HAVE ALL REVIEWS COUNTED TOWARDS STARS BECAUSE THEIR CURRENT SYSTEM IS NOT ACCURATE. THANK YOU.

Sincerely,

New Media
Initial Complaint
Date:09/12/2024
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.
My complaint is the same as everyone elses on here. Im a small business just getting started and I made a business page on Yelp and I dont know how I started getting charged for ads but apparently if you respond to any of them you get charged a fee which I had no idea. And I didnt even realize that the people wanting service were like 20 miles away from my business which I woulda never responded to in the first place. I had zilcho knowledge of what was happening at all. I literally thought these people had seeked me out and wanted my services. But no they just throw every *** D*** and ***** your way in hopes that youre dumb enough to respond so they can charge you a fee. I just wised up to it now when I see that they are trying to charge me 15 dollars for every time I respond to someone. I sent them an email in hopes that they dont try to charge me for zero customer service! Its insane what they are trying to do and actually are doing. 40 bucks a lead if you respond to someone in your area even if they dont choose you!!
Business Response
Date: 09/13/2024
Hi *****,

Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Green Room Hair Studio.

Our records indicate you redeemed a $300 promotional ad credit on 5/5/24. To redeem this credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put payment information on file. Our records indicate you signed up for an advertising program with a $150 monthly Cost Per Click budget (or a $5 per day average) for total charges of up to $150 per month. This monthly maximum was stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent you after you signed up for this program.

Your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners Account. If you only wanted to use your promotion, you would have needed to log in and end the programs once that credit was used. During your ad setup there were Q&As on the page explaining that you could stop your ads any time through the Yelp for Business Owners site. Your advertising program was billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month, and anytime you reach your billing threshold. Please note that your promotion was applied during these billing cycles.

On 5/26/24, you paused your advertising campaign. Please note that pausing your campaign required you to also select a restart date. Our records indicate you selected a restart date of 8/31/24.

As advertising services have been delivered in accordance with the Terms (**********************************************************************************) you agreed to, we will not be able to offer you a refund. For assistance with your current program, you may reach out to our Customer Success Team at ************ or ******************************************* Thanks for understanding.

Regards,
Daisy
Yelp, Inc.
Initial Complaint
Date:09/11/2024
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.
The representative ****** ********* was on the phone for 1 hour utilizing whatever embellishments he needed to use to make a sale. We had a customer walk in and he asked to be placed on hold and even asked for a personal bank card to be used for a business account to make a sale. We didn't receive any leads or phone calls for the advertising program we were billed for and when we tried to ask questions, he took days to answer. It was not appreciated that he took so much time to get our business and then decided to forward us a customer service email instead of taking the time to answer our questions. A refund is requested and ongoing bills dismissed. Jorden expressed extreme unprofessionalism and did not take the time to explain anything thoroughly. We advertised with Yelp for a little over a week and ended up paying $200 and have another $80 ongoing for absolutely nothing. NO RETURN ON INVESTMENT.
Business Response
Date: 09/13/2024
Hi ******,

Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for IVO Cabinets & Surfaces.

Our records indicate on 8/2/24, you ran an advertising program with a $900 monthly Cost Per Click (CPC) budget (or a $30 per day average). You also included a promotional $120 monthly Page ******* Package (or a $4 per day average) for total charges of up to $1020 per month. This monthly maximum was stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent when you signed up for this program. Your advertising program was also billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month, and anytime you hit your billing threshold.

Additionally, you redeemed a Yelp Boost promotion of up to an additional $1200 in free Yelp ad clicks be applied over 3 months. Please note that this promotion was for an additional ad budget of up to $200, $400, and $600 each respective month, and not a discount on the services you signed up for.

Your advertising campaign ended on 8/10/24. As advertising services have been delivered in accordance with the Terms (**********************************************************************************) you agreed to, we will not be able to offer you a refund. Thanks for understanding.

Regards,
Daisy
Yelp******
Initial Complaint
Date:09/11/2024
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 09/09/2024 Im requesting a refund from Yelp ads. I was charged $114.93 for ads from yelp. When I signed up the sales *** said I would get a $900 credit to use for the next 3 months for ads. He said that I didnt have to pay anything until then and never explained that the credit applies after I spend a certain amount of money; I never agreed to those terms. On top of that the only leads I got from them were scammers and a bunch of spam calls. I tried to get a refund and another customer service *** said he would try, left me on hold for 20 minutes and hung up on me.
Business Response
Date: 09/19/2024
Hi *******,

Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Legacy Remodeling.

Our records indicate that on 8/16/2024 you signed up for an advertising program with a $450 monthly Cost Per Click budget (or a $15 per day average) plus a page upgrade package which cost an additional $120 per month (or a $4 per day average), for total charges of up to $570 per month. This monthly maximum was stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent you after you signed up for this program.

Your advertising program also included a Yelp Boost promo of up to an additional $900 in free Yelp ad clicks be applied each month over 3 months. Please note that this promo was for an additional ad budget of up to $900 over 3 months, and not a discount on the services you signed up for.

You ended your advertising program on 8/22/2024. After review, our Customer Success team has offered a courtesy refund in the amount of $114.93. You may reach our Customer Success Team at ****************************************** with any further questions.

Regards,
****
Yelp, ****
Initial Complaint
Date:09/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Someone contacted me from Yelp offering free service from Aug 23rd to Sep 1st, and mentioning if I dont like the service I can cancel at any time. If I like it I can keep it. The associate also mentioned that my credit card will not be charged until Sep 1st, but my card was charged on Aug 29th for $102.47 and they refuse to credit my money back. I did not buy anything from them and I did not sign up for any programs. Im not sure why they refuse the refund and they even charged me during the trial.
Business Response
Date: 09/13/2024
Hi *****,

Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for ******* Fresco.

Our records indicate on 8/22/24, you ran an advertising program with a $450 monthly Cost Per Click (CPC) budget (or a $15 per day average). You also included a promotional $120 monthly Page ******* Package (or a $4 per day average) for total charges of up to $570 per month. This monthly maximum was stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent when you signed up for this program. Your advertising program was also billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month, and anytime you hit your billing threshold.

Additionally, you redeemed a Yelp Boost promotion of up to an additional $900 in free Yelp ad clicks be applied over 3 months. Please note that this promotion was for an additional ad budget of up to $150, $300, and $450 each respective month, and not a discount on the services you signed up for.

Your advertising campaign ended on 8/28/24. As advertising services have been delivered in accordance with the Terms (**********************************************************************************) you agreed to, we will not be able to offer you a refund. Thanks for understanding.

Regards,
Daisy
Yelp******
Customer Answer
Date: 09/14/2024

Complaint: 22271433

I am rejecting this response because:
Yelp did not provide me with this type detailed information when they called me. All they said was We have a promotion for 1 week to run an advertisement for you and if you dont like it you can cancel it. They also scheduled a phone call meeting for Aug 31st and mentioned that I wont be charged until the 31st if I decide to cancel. My credit card was charged 2-3 days before the meeting and I stopped the advertisement immediately.
So basically I trusted them and did not check on every detail and now they are trying to play smart and take my money away. They are the ones who reached out to me and asked for my business, and advertise with Yelp because its not working for me and I explained all this to the sales *** but she insisted to sign up for free. I only need my money since it was a free trial until Aug 31st and I canceled it 2-3 days before it expired.
Looking forward to hearing from you soon, and I hope BBB will make a fair decision. Thank you !

Sincerely,

***** ********
Business Response
Date: 09/23/2024
Hi *****,

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

Your advertising program was a self-serve program, which means that advertising can be customized, changed, or canceled at any time by the business through the Yelp for Business Owners Account. As per our records you canceled your advertising program on 8/28/2024.

Signing up for advertising required you to click through each on-screen prompt as they appeared. These prompts displayed information which includes a full description of the promotion, cost per click estimate, daily average budget, monthly maximum budget and first expected billing date. All information is available to review in the final step of the advertising set up before you select to start advertising.

Our decision not to refund will stand. You may reach out to our Customer Success Team at ************ with any further questions.

Regards,
****
Yelp, ****

Customer Answer
Date: 09/23/2024

Complaint: 22271433

I am rejecting this response because:
All I can say Yelp is a money hungry company and the representative lied just get me sign up and charge me in something that did not agree and did not receive any service for that money and was not aware of the charge. Again, I trusted you as a customer and you lost me as a customer which I think is more than just $100.

Sincerely,

***** ********
Initial Complaint
Date:09/11/2024
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.
When I decided to discontinue advertising with Yelp, they retaliated by removing ALL of my positive reviews. Before this, I had several long term positive reviews that have since been removed.
Business Response
Date: 09/19/2024
Hi,

Thanks for writing in. We are glad to have this opportunity to address your concerns regarding the business listing for *************

Our recommendation software does not take into account a businesss advertising status and never has. Yelp's recommendation software is completely automated. Theres also no connection between the time a business starts, stops, or declines to advertise, and the recommendation of reviews.

We hope youll take the time to learn more about Yelps recommendation software here: *****************************************************************

You can also watch this video for an overview of how our recommendation software works: ***********************************************

Regards,
Mariah
Yelp, ****
Initial Complaint
Date:09/11/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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 telemarketing has called my business (Darling Dentistry) ***eatedly despite specifically stating to place us on the do not call list. Even when I say I have already been asked to be placed on the do not call list they attempt to continue with the pitch asking why. Today, I firmly said I'd rather not, thanks and hung up when asked this question, and their sales *** immediately called back! Stop calling people who have asked not to be called. It is harassment, and it is illegal.
Business Response
Date: 09/11/2024
Hi,

We have placed your business on our internal Do Not Call list, and going forward you should receive no further sales communication unless you explicitly request otherwise.

If you would like to update your email notification preferences, you can do so by following the instructions given here: *************************************************************************************************************************************

Regards,
Daisy
Yelp, ****
Customer Answer
Date: 09/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:09/10/2024
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.
We have 99% of all of our review taken away. Out of all our reviews a bad review is the only one staying. I have provided examples of consistent yelpers. We accurately asked one customer to not give us a review on **********************. We have asked yelp to take our page down with they won't explain to use why all of our 20 reviews only one made it. Our name is being portrayed as a 3 star company when we have all 5 star review and no answer for why we are having all our reviews taken away. Option 1 take out company off yelp Option 2 please reconsider the review process is not fair and reasonable.
Business Response
Date: 09/19/2024
Hi,

Thanks for writing in. We are glad to have this opportunity to address your concerns regarding the business listing for Wild Water Plumbing.

You asked for your listing to be removed from Yelp; however, we don't remove business listing information. While some business owners might prefer to keep a lower profile, this kind of information is publicly available and its use is protected under the law. And while we understand you are concerned that some reviews are not currently being recommended on your listing, it's important to remember that people can still see these reviews at the bottom of your business page, and they might be recommended on another day.

We hope youll take the time to learn more about Yelps recommendation software here: *****************************************************************

You can also watch this video for an overview of how our recommendation software works: ***********************************************

Regards,
Mariah
Yelp, ****

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When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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