Business Profile

Internet Services

Yelp Inc.

This business is NOT BBB Accredited.

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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 2024. Complaints on file state concerns of billing issues related to marketing campaign.

BBB encourages users of the platform to review the following:
- Terms of Service
- Billing & Payments
- How are promotional credits, boosts, and bonuses applied?

For additional support options, please visit Support 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

1,871 total complaints in the last 3 years.
531 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:06/12/2025
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.
Hi, My name is Dr. **** ******* and I am the owner of ******************* in *******, **************. I had a drug addict for a patient who has given me two one star reviews on Yelp. Due to HIPAA constraints, I cannot comment on what happened. Yelp will not remove these reviews. So I tried to bury these 1 star reviews with five star reviews from other patients. And, I did get a bunch of five star reviews from patients that actually were treated by me in my practice. And Yelp put the 5 star reviews on the page nobody sees. Yelp buried all of them, leaving the two one star reviews at the top of the search page. And when the five star reviews are put on the hidden page they don't count toward the overall score. This is anti-American because it hurts my business directly. It hurts hard-working Americans who have worked very hard to get where they are and Yelp is using deceptive practices to try to get people to give them money. At the very least, the 5 star reviews should be displayed. These are patients that I treated that left reviews. It is not right that those reviews are not shown on the main page. My Yelp page can be found if you search in Google: "Raleigh Endodontics Yelp" if you want to actually see what they have done. If anything can be done about this please let me know. Thank you for your time. Sincerely , ***********
Business Response
Date: 06/13/2025
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: 06/14/2025

Complaint: 23462776

I am rejecting this response because Yelp is not answering my complaint. I don't want a Yelp account in the first place so why would I want to call them? I want some of my reviews to be posted that are currently hidden. It is not fair that someone posted TWO 1 star reviews of me and those reviews are the first thing people see when they see my Yelp page. That is anti-business and anti-American. Yelp should feel ashamed treating people like this. Nobody will using Yelp if they keep treating people like this. I am also contacting NC Senators and the FTC.
Sincerely,

**** *******
Business Response
Date: 06/18/2025
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: 06/18/2025

Complaint: 23462776

I am rejecting this response because Yelp is a fraudulent company that hides behind its so-called algorithm. All I want is for some of my hidden reviews to be visible on the first page. These reviews were from patients of mine. It is not right that those reviews are hidden and the review from the drug addict patient, that has lost touch with reality, gets to keep her reviews on the first page...actually two two one-star reviews that are full of lies. How is a person even able to post TWO one star reviews on the same page? That hurts small businesses and is anti-American and Yelp should take responsibility for what they are doing to people. I cannot respond to her reviews because of HIPAA laws. Please help me and stop asking me to call you.

Sincerely,

Dr. **** *******
Initial Complaint
Date:06/11/2025
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.
In the past couple weeks someone has posted a random construction businesses contact ********** site photos to my business yelp page. Yelp claims it was posted from the owners account but I am the owner & no one has access to this account but me. Not only is it destructive to my business to obviously have another businesses contact info not only posted to my page but of course yelp made that the main image on my yelp page & the business appears to be out of business & only has 4 very negative reviews. There is not a doubt in my mind that this was done maliciously by one of their staff members as they contact me relentlessly about marketing and trying to get me to pay for different services that Ive kindly asked them to stop contacting me about, but they continually call month after month bombarding me after I tell them, Im not interested. Not only is this defamation of character to my business, but theyve also taken somebodys photos and stole them and posted them to my page which puts me in a potential legal situation that I could be prosecuted for. Yelps practices are completely unprofessional as it is, but this is a new low for them.
Business Response
Date: 06/13/2025
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:06/11/2025
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.
Deceptive Sales Call, Canceled on Time, Still Charged $249 Yelp Refused Refund I am filing this complaint against Yelp Inc. for deceptive sales practices and unauthorized billing.I had previously stopped using Yelp due to poor performance. Then I was contacted by a Yelp ***resentative who convinced me to try again. I was told that Yelp would apply a $900 ad credit, and I would only be billed $4 per day. Based solely on that ***resentation, I agreed to give Yelp another try.After receiving no leads or calls, I emailed a formal cancellation request on May 19, 2025, just a few days after onboarding. My cancellation was acknowledged.Despite canceling early and seeing no results, Yelp charged me $249. This charge was never authorized, never discussed, and directly contradicts the terms I agreed to. When I followed up, the same ***resentative changed her story and refused a refundstating the $900 was in addition to what I was spending, which is not what I was told during the call.I have email documentation proving:I was told I would only be billed $4/day I canceled on May 19 I received zero value from the campaign I was charged after my cancellation This appears to be a bait-and-switch tactic, with a *** saying anything to get me to rejoin, only to reverse the terms later and still charge my account.I am requesting:A full refund of the $249 Written confirmation that my account is fully canceled Assurance that no further billing will occur
Business Response
Date: 06/11/2025
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: 06/13/2025

Complaint: 23455892

I am rejecting this response because Yelp reached out to me saying $900 in free ad spend would be given because Yelp wanted my business since I'm 5-star rated on ****** but all a scam. I canceled 6 days into the free trial because of 0 calls and didn't want to forget and be billed later and then the magical $249 bill came out 4 days after canceling. Yelp is just a scam and hope your company gets hit with a class action because I'm 100% sure thank to people that report the same scam on Reddit are getting taken advantage of.

Sincerely,

***** *********
Business Response
Date: 06/18/2025
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: 06/18/2025

Complaint: 23455892

I am rejecting this response because I did call and was told nothing can be done. I will only deal with this matter on the BBB platform. Please refund my money!

Sincerely,

***** *********
Initial Complaint
Date:06/11/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I requested to cancel my Yelp advertising campaign in early May ********************************************************************************************* June, but Yelp still has not confirmed the **************** Yelp *** hung up on me during the first cancellation attempt, and no clear process was offered to end the ad campaign. I had to close my bank account to stop further unauthorized charges.After several emails, I was only told that my request had been forwarded, but no action was taken. My account is still showing an active contract despite my ***eated cancellation attempts.Ive been charged unfairly and misled by their process. I am seeking full cancellation of my advertising account, a stop to all future billing, and for any balance related to unauthorized charges to be waived.
Business Response
Date: 06/11/2025
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: 06/12/2025

Complaint: 23454857

I am rejecting this response because:
Yelps response is a generic template and does not address my specific complaint. I attempted to cancel my Yelp advertising contract on May 6, 2025, and paid the final balance of $164.10.

Despite this, Yelp continued to charge me, and I was forced to close my bank account to prevent more unauthorized charges. I also made several follow-up attempts via email and phone.

Im requesting that Yelp:

Officially confirm my advertising account is canceled
Confirm that no further charges will be made
Waive any remaining balance related to charges after May 6, 2025

Unless Yelp responds directly to these specific points, I do not consider this matter resolved.

Sincerely,

***** ******
Business Response
Date: 06/13/2025
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: 06/13/2025

Complaint: 23454857

I am rejecting this response because:
Yelp has now confirmed the cancellation of my advertising account as of June 13, 2025, which is what I originally requested. However, their BBB response continues to avoid acknowledging their failure to cancel my account when I first requested it on May 6, 2025.

I had to close my bank account to prevent further unauthorized charges after I paid my final balance of $164.10. Their delays and repeated generic replies have caused unnecessary stress and inconvenience.

While I consider the matter resolved in terms of cancellation, I do not agree with their handling of the situation and I reject this response. I am leaving this complaint open to reflect my experience.

Sincerely,

***** ******
Initial Complaint
Date:06/08/2025
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.
As a small auto detailing business with 16 years of experience, I find it extremely frustrating that shortly after I discontinued my paid advertising with Yelp, a series of questionable changes were made to my businesss review profile.Within just a month of ending my subscription, Yelps algorithm removed 14 of my five-star reviews by placing them into the Not Recommended sectioneffectively eliminating them from my overall rating. At the same time, they reinstated three one-star reviews that had been in the Not Recommended section for over two years, making them publicly visible and counting them against my rating.While I understand Yelp uses an algorithm to detect potentially fraudulent or biased reviews, the timing and nature of these changes are difficult to ignore. The one-star reviews in question were from users who had only ever written that single reviewto criticize my businessand had not been active Yelp users otherwise. For over two years, Yelp had appropriately flagged these as Not Recommended. It is highly suspicious that these same reviews were suddenly moved into the recommended section only after I stopped paying for advertising.I contacted Yelps customer support twice and explained the situation in detail. Although both representatives acknowledged how unusual this activity seemed and expressed that they completely understood my concern, no corrective action was taken.The integrity of a platform like Yelp relies on consistency and fairness. What *** experienced suggests otherwise, and its deeply disappointingespecially for a small, long-standing business that relies heavily on authentic customer feedback! I am requesting ********************** to do the right thing and at the very least flag, the 31 star reviews that have been flagged for the last 2 1/2 years. I would also appreciate it if they would look at the unrecommended reviews and consider unflagging the reviews that are clearly legitimate and not bias. Thank You,-*** ***** Owner
Business Response
Date: 06/11/2025
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:06/06/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a business page set up with Yelp, and I thoroughly appreciate that they offer paid upgrades to use within the service but I am newer and cannot afford them yet. **** Giambastini has repeatedly called me and emailed me daily after being told explicitly and multiple times both verbally and in clear text response via email to stop unconditionally. He is harassing me to purchase paid options that I do not want. He is violating federal TCPA law and other laws that is out of hand! I do not know what else to do other than make this complaint in order to hopefully make Yelp understand that this is not ok, and that laws need followed! I blocked his number after the last time I told him to stop calling and he started arguing with me saying he hadnt called before, and then minutes later he sent an email saying lets reconnect further pushing and directly ignoring my request for him to stop. Now other unknown numbers have started calling and all from the same area. I have been blacklisting them.
Business Response
Date: 06/06/2025
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: 06/07/2025

Complaint: 23433616

I am rejecting this response because:
it is an AI generated response that does not even remotely address my complaint. It is 100% sloppy, and dismissive of me.

Sincerely,

******* *****
Business Response
Date: 06/11/2025
Hi,

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

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

Best regards,
Yelp HQ
Initial Complaint
Date:06/05/2025
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.
Yelp charged me $650 for advertising that I did not authorize. I was promised a $300 credit and a $50/month budget. They now claim this was on my account, but they refuse to provide any agreement or proof that I approved this level of spending. When I contacted them, they hung up on me and refused to escalate to a supervisor. I am demanding a full refund and documentation.Desired Outcome:Refund the $650 charge and stop deceptive advertising/billing practices.
Business Response
Date: 06/06/2025
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:06/05/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In October 2023, I registered for a free trial of Yelp Ads through my business account. I understood that after the trial period ended, I would not be charged unless I opted to continue the service. However, I recently discovered that Yelp has been charging me nearly $500 per month for a service I did not authorize, totaling approximately $8,000 in charges from October 2023 to May 2025.I did not knowingly run or engage with any ** ********* during this time, nor was I notified of recurring charges in a way that would have allowed me to properly cancel or contest them.I contacted Yelps customer support team, and while they acknowledged the charges, they refused to issue a refund, citing that my account was a self-serve model and that I could have canceled at any time. However, I was not properly informed that my trial would convert into a paid subscription.Yelps actions appear to violate Californias Automatic Renewal Law (California ********************** Code *****), which requires clear and conspicuous disclosure of renewal terms and easy cancellation options. Additionally, I believe Yelps failure to notify me of ongoing charges or provide clear billing transparency may violate consumer protection laws, including the ***'s Restore Online Shoppers Confidence Act (ROSCA).Amount Paid: Approximately $8,000 in unauthorized monthly charges of $500 per month from October 2023 to May 2025.Nature of Dispute: Yelp charged me for services that I neither knowingly authorized nor used. They failed to provide adequate notification of auto-renewal, did not offer billing transparency, and refused to issue a refund despite my **************** Response: Yelp customer support acknowledged my concerns but declined to issue a refund. They cited their self-service terms and suggested I could have canceled at any time, but I was never adequately informed of the charges, and I did not use or benefit from the service.
Business Response
Date: 06/06/2025
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: 06/09/2025

Complaint: 23428875

I am rejecting this response because:

Sincerely,

***** *****
Yelp's response is completely inadequate and fails to address the specific and legitimate concerns raised in my complaint. I did not receive a personal resolution or even acknowledgment of the nearly $8,000 charged to my account without my knowledge or usage of services.

This was not a billing inquiry or confusion about Yelps system this is a serious complaint about deceptive auto-renewal practices and unauthorized billing. The response I received is a generic customer service redirect that ignores the core issue: I signed up for a trial, believed I canceled, received no clear invoices or evidence of ad usage, and was unknowingly charged $500/month for nearly 18 months without consent or benefit.

I have already contacted Customer Support, and they have refused to help, citing that it was a "self-serve" account. That does not absolve Yelp of its legal responsibilities under California's Automatic Renewal Law ***** Bus. & Prof. **** ***** et seq.) and the FTC's ROSCA standards. This is a legal and ethical billing issue, not a general support question.

I am requesting that Yelp respond directly to my specific dispute and offer a refund for the unauthorized and unused services. If no resolution is offered, I will continue escalating this matter to the California Attorney General, FTC, CFPB, and explore small claims court action.

Please consider this a formal rejection of Yelps non-response. I am seeking a full or substantial refund and a fair resolution not a redirection.

Business Response
Date: 06/11/2025
Hi,

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

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

Best regards,
Yelp HQ

Customer Answer
Date: 06/11/2025

Complaint: 23428875

I am rejecting this response because:

Sincerely,

***** *****

Yelps second response is again generic and entirely unhelpful. They are not engaging with the facts of my complaint, which clearly details nearly $8,000 in charges for services I did not knowingly continue, use, or benefit from.

Their repeated attempts to redirect me to generic support lines is not a resolution it is avoidance. I have already contacted their customer support and was told I was out of luck because it was a self-serve account. That does not negate the legal responsibilities Yelp has under consumer protection laws, including:

California's Automatic Renewal Law ***** Bus. & Prof. **** ***** et seq.), which requires clear notice, affirmative consent, and easy cancellation.

The FTC's ROSCA law, which prohibits post-trial billing without clear consent.

I never saw ad campaign activity, confirmation emails of billing, or performance reports. There is no evidence that I authorized or benefited from these services. I acted in good faith and canceled after the trial yet was charged for 18 months without knowledge or benefit.

I demand Yelp directly address this complaint and issue a full or substantial refund for the unauthorized charges. If not resolved, I will proceed with formal actions via:

California Attorney General

FTC

CFPB

Small Claims Court

Public consumer advocacy and press outlets

Please keep this case open. I do not accept Yelps response as a good faith attempt to resolve the issue.
Initial Complaint
Date:06/04/2025
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 May 23, 2025, I received a sales call from a Yelp representative named ********. He offered to help me set up a Yelp page for my real estate business, presenting it as a free listing. ******** stayed on the phone while I entered my personal and business information. He insisted I fill in only the basic details, stating that he would complete the rest on my behalf.Towards the end of the call, I was asked to provide my credit card details. I expressed hesitation and concern about any charges, as I am a new realtor with limited marketing funds. ******** reassured me that I would be charged only if serious, interested users clicked on my ad, and that these clicks would generate quality leads.However, within four days, I was charged $110 CAD on my credit cardwithout receiving any qualified leads. I immediately cancelled all Yelp services and contacted customer care on May 28, speaking to *****, who emailed me a form to request a refund.On June 2, I received an email from Jordyn, stating that after reviewing my refund request, they determined I was not eligible for a refund. Today, June 4, I called Yelp again and spoke with *******, who again denied the refund. I requested access to the call recording with ******** to verify what was promised, but ******* refused, citing internal policy. He then disconnected the call, saying the conversation was no longer productive.I believe I was misled into signing up for multiple paid Yelp services without informed consent. The verbal assurances I received from ******** were not honored, and Yelp has since refused both a refund and transparency regarding the sales call.This feels like predatory behavior targeting small business owners, and I respectfully request that the BBB investigate Yelps sales and billing practices and help me receive my refund and prevent any other small business fall in this unethical and deceptive trap.
Business Response
Date: 06/06/2025
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: 06/11/2025

Complaint: 23418918

I am rejecting this response because: I have already reached out to the Yelp Support, but they have not helped.
This email response from them is just an auto generated response, which I believe is disrespectful towards a customer who is reaching out seeking support. This is exactly how their customer support was when i spoke to them over phone. Upon reasoning, i was informed that his conversation with me was not productive and he just hung up.
My reasoning was:
- Issue me a full refund as I was wronged into the Yelp services and i had never consented to those charges.
- I was refused a refund. Then i requested if the call recording with the sales executive could be sent over to me. But that too was rejected.
How is this possible? No Refund and cannot provide call recording (which proves that they wronged me). Yelp cannot have it their way both ways.
I once again, sincerely request for a full refund, and will be happy to put this to rest. If not, i do plan to pursue this until i can.
Thank you for humanly reviewing my complaint and issuing a reasonable response.
****** *****
Business Response
Date: 06/11/2025
Hi,

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

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

Best regards,
Yelp HQ

Customer Answer
Date: 06/12/2025

Complaint: 23418918

I am rejecting this response because: I have already tried contacting the Yelp Office but received no support. If you have a suitable resolution, which is fair and ethical, please call me on my cell: ************ and we can talk.

Sincerely,

****** *****
Initial Complaint
Date:06/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was quoted a price of $65.00 a month to run ads for my website. Yelp charged me $409.00 instead. I spoke with a company representative named **** who also said I was overcharged. I requested a refund but never received anything. I don't back and forth, I just want my money back.
Business Response
Date: 06/04/2025
Dear ******,

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

1. For Billing and Payments Queries

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

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

3. For Questions on Business Listing Information

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

4. For Other Inquiries

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

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

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