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 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.
513 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:12/05/2025
Type:Sales and Advertising 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.
1. Yelp Is Allowing a Review From a Non-Customer With a Conflict of Interest The review in question is posted by ************* individual has never purchased any product or service, has never been a customer, and has no consumer relationship with my business. Instead, this person is a former short-term worker who is now posting retaliatory content after their involvement with the business ended. Yelps own guidelines prohibit reviews from individuals with conflicts of interest, yet Yelp has refused to remove it despite being shown documentation proving this person is not a customer.2. ********************** Is Permitting False Medical and Legal Accusations Presented as Facts. The review includes severe and unverified claims about animal health, genetics, diseases, and legal accusations. The reviewer: Was not a client or consumer. Has no veterinary or medical records 3. ********************** Is Allowing Coordinated Harassment. The reviewer promotes an external email address encouraging the public to join an online smear campaign. This is targeted harassment, not a consumer experience. Yelps inaction is enabling an abusive pattern that violates BBB standards regarding conflict of interest, harassment, and non-consumer commentary.4. Harm Caused. Yelps refusal to remove an invalid, non-consumer, retaliatory review is materially harming my businesss reputation and customer trust. ********************** is not enforcing its own rules, leaving small businesses unprotected when targeted by bad-faith actors.Requested BBB Action: I am requesting that the BBB: Review Yelps failure to enforce its platform policies. Document that the review in question stems from: A non-customer, A clear conflict of interest, False allegations Organized harassment. Request that Yelp take corrective action and remove the review.We attached only some of the documentation needed to verify the reviewers non-customer status and conflict of interest. Additional documentation is available if requested.
Customer Answer
Date: 12/08/2025
From: DynastyMC Management <**************************************>

Thank you.

This matter has been resolved, and the BBB may close the case file.

Attached is their response for your records.

Thank you,
Dynasty Maine *****
Initial Complaint
Date:11/25/2025
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.
We own a small plumbing business in ******** ******. We have been in business for 6 years and never had a complaint against our plumbing business "******************". We have recently had issues with our neighbor's and at the same time had 5 bad reviews come upon Yelp within 2 days of each other. All reviews are similar, and all have fake names. We have looked up all names in our system and have never done work for any of these names. Names include:***** *. - posted on 10/29/25 ******* *. - posted on 10/29 /25 ******* *.- posted on 10/29/25 Makennna J.- posted on 10/29/25 - removed (won't tell us why) same as others Roseclaire V. - posted on 10/30/25 We responded to all bad reviews asking them to call us and No response. We have also asked why no one has called the BBB, CCB, Or our insurance company? They only leave false reviews on Yelp. No Response!Since we did not get a response from any of the False names, we decided to try and contact Yelp to ask for the False Reviews be removed. I have called probably at least 10 times to Yelp hoping I would get someone that would listen and help us. All I got was very rude people, hung up on, and only told that there was nothing they could do. All they said was that none of the reviews violated their standards or guidelines. I told them that I was going to take further action to help get the fake reviews against ****************** removed. We live in a small community and Reviews like this can be damaging to our Company. That is why we take it very seriously when someone is trying to damage our reputation online with a fake account and straight out lies. Like I have said several times we have never done work for these 5 people and they are No where in our system! Also, to have 5 people in two days leave bad reviews of the same issues. If that's not a Red Flag. So, Yelps Standards are to let the public go online make a fake account, no photo and leave a damaging review for small businesses without even being a customer
Business Response
Date: 11/26/2025
Hi,

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

1. For Billing and Payments Queries

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

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

3. For Questions on Business Listing Information

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

4. For Other Inquiries

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

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 11/27/2025

Complaint: 24192868

I am rejecting this response because: Nothing has been done besides send me a cut and paste of their guidelines which I have already tried doing with No help or results. That's why I started calling trying to talk to someone that would actually help us. We are asking for the false reviews be removed from our business page on Yelp. That has not happened. If you look at the images I have attached coming from Yelp online, they state that they will remove any fake, libelous, and defamatory reviews as well as blackmail! There is another image I posted that states that "Reviews must be based on a personal firsthand experience". "Ensure your review is factually accurate and avoid exaggerations or misrepresentations". So why is our request to have these removed being ignored? We have never done work for these fake people; they are not in our system! Which according to the guidelines you have online for the public, all 4 of the bad reviews meet these guidelines in almost every word. Again, we are asking for all Bad Reviews on Yelp be removed per there posted online guidelines!

Sincerely,

****************** ****** Brand
Business Response
Date: 12/03/2025
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: 12/04/2025

Complaint: 24192868

I am rejecting this response because: Yelp is not taking this seriously. I have contacted Yelp first by going online and submitting reasons why these fake accounts should be taken off our site. That didn't work so I started calling Yelp, just to have them say" please submit online we don't do things over the phone." After, being talked to like I'm in the wrong and hung up on, I decided to start with the BBB and see if they could help me with getting fake & false reviews removed from our site that Yelp is refusing to take down even though it violates their guidelines that I found online from Yelp! We are still unsure of why Yelp is refusing to take these fake accounts down when we have never done work for any of these individuals! This is very Poor customer service from **********************! Will not be satisfied until these fake accounts and reviews are removed they include - Makenna C, 10/29, ******* *. 10/29, ***** *. 10/29, and Roseclaire V. 10/30. We did notice they removed Makennna J. review. which are similar to the others that were left all on the same day. Is it because they used the same name but with 3 n's? If Yelp is going to have guidelines they should stick to them. We won't stop until these reviews are taken down. Again, we have Never done work for these individuals, and they are not in our System. I guess Yelp does let Blackmail, Slander, and defamation of character on Business happen on their site and don't care on bit. Just want to let small business know to be aware.

Sincerely,

****************** ****** Brand
Initial Complaint
Date:11/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for Yelp in August 2025. I received maybe two calls for my business. My plan was to cancel the services and I logged into my account and I must have not completed the cancelation process. I have been trying to get in contact with Yelp via Chat and they are impossible to reach. They refuse to work with me. I have called but struggle to get through the automated system, when I do make contact they are not understanding. Their system was promoting my business yet I was receiving no calls from the services and they refuse to be understanding or helpful. They won't do anything and I spend a lot of money with them.
Business Response
Date: 11/26/2025
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:11/23/2025
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.
My name is ****** ********, and my email is ************************ I am submitting this complaint to the Better Business Bureau regarding Yelps unethical handling of legitimate consumer reviews.Several homeowners, including myself, posted truthful one-star reviews about our property management company, ****************************** in *******, **********. These reviews were based on documented personal experiences and did not contain false or defamatory statements. However, Yelp repeatedly removed our negative reviews while allowing sudden five-star reviews to appear, which strongly suggests the business is manipulating Yelps system.We provided Yelp with extensive documentation, and they initially acknowledged our concerns and confirmed our reviews would remain visible. Despite this, the reviews were removed again shortly after. In contrast, our reviews remain visible on ******, where the business accurately reflects poor customer experiences and holds very negative ratings. This discrepancy raises serious concern about Yelp favoring paying businesses over honest consumers.This issue is not just about reviews but about consumer protection. Yelps actions silence legitimate voices and enable businesses to avoid accountability. I find this practice unethical and damaging to public trust.I respectfully request that the Better Business Bureau review Yelps practices and take appropriate action to ensure transparency and fairness.Sincerely,****** ******** ***********************
Business Response
Date: 11/26/2025
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: 11/26/2025

Complaint: 24183514

I am rejecting this response because:

Sincerely,

****** ********
Customer Answer
Date: 11/29/2025
I would like to clarify the concern I submitted regarding Yelp. it was about ***************************************** (PACREM). I wrote a factual review based entirely on my personal experience, and every statement in my review is supported by documentation, emails, screenshots, and timelines that I can provide at any time.

My experience with this company has involved harassment, retaliation, and defamation from the president of the company after I exercised my right to speak up as a homeowner. These were firsthand events that I personally witnessed and documented. My review accurately reflected those experiences.

After posting my review on Yelp, I discovered that this company manages several other properties. Multiple homeowners from those buildings contacted me because they found my review, and they reported similarly serious issues. They also wrote their own reviews describing their personal experiences, andjust like minetheir reviews were made invisible within 2448 hours.

A clear pattern is occurring:

Homeowners post truthful, documented reviews describing harassment and retaliation by management.
The business immediately flags those reviews.
Yelp hides the reviews from public view, labeling them as Not Recommended.
Meanwhile, the business and its associates post false or coordinated 5-star reviews, which stay visible.

Yelp repeatedly states this is algorithmic, yet the outcome is consistent:
All negative, factual reviews from affected homeowners across multiple properties are being suppressed, despite being well-written, detailed, and supported by evidence.

I submitted documentation to Yelp showing that my review was legitimate and met their guidelines. Yelp confirmed the review would remain on my account, yet a few days later, it was once again made invisible to the public. This has now happened repeatedly for over a month.

Whatever justification Yelp provides about its algorithm, the result is that Yelp is enabling and empowering an unethical business to suppress critical consumer information while allowing coordinated positive reviews to remain visible. This puts consumers at risk, prevents transparency, and undermines the purpose of Yelp as a review platform.
If this pattern continues, we intend to escalate this to the ********************************************************** as Yelps system is effectively helping a management company hide documented misconduct across multiple properties.

I am prepared to provide copies of all communications, screenshots, timestamps, and supporting documents showing the continuous suppression of legitimate homeowner reviews.

Business Response
Date: 12/04/2025
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

Customer Answer
Date: 12/04/2025

Complaint: 24183514

I am rejecting this response because:

Thank you for providing these generic responses. However, the bottom line remains unchanged: Yelps actions and the justifications offered simply do not align with what is occurring in practice.

My review and the reviews of multiple other homeowners who have been negatively affected by ******************* Managements unethical business practices continue to be hidden or suppressed by Yelp. Yelp is interfering with honest, fact-based reviews, labeling them as unfavorable while allowing a small group of individuals associated with the business to post five-star ratings that remain fully visible.

This business owner has repeatedly flagged our truthful reviews, and several individuals who were placed on our ********* without a proper election have posted positive reviews that stay up, while genuine homeowner reviews are consistently removed or hidden.

Regardless of the explanations Yelp provides about its systems or protocols, the outcome is the same: multiple honest reviews documenting real experiences are being suppressed. That is not transparent, and it is not ethical.

Sincerely,

****** ********
Business Response
Date: 12/11/2025
Hi,

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

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

Best regards,
Yelp HQ

Customer Answer
Date: 12/11/2025

Complaint: 24183514

I am rejecting this response because:
I appreciate the follow-up, but I remain completely unsatisfied with Yelps response. I have already tried every option they suggested, including contacting Yelp HQ directly, and each time I receive the same generic message with no meaningful review of the issue. Yelp continues to hide my review while allowing this unethical business to avoid accountability, and their justification that it is the algorithm is simply a way to dismiss legitimate consumer concerns. Yelp is knowingly enabling this business to suppress honest feedback by filtering reviews without any clear reason or explanation. I have made multiple attempts to resolve this through Yelp, but they refuse to address the problem. I am therefore asking BBB to keep this complaint active, as Yelps handling of this situation is unacceptable and has not resolved my concern.

Sincerely,

****** ********
Initial Complaint
Date:11/19/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint:I am a new small business owner with Hands of Faith ******** I initially signed up for Yelps free trial and canceled the advertising program on September 18, 2025, before the trial ended. I have not received any notifications or leads since this. I received a notification in November 2025 that Yelp attempted to charge my account $120 even though the advertising program had already been canceled.I contacted Yelp and spoke with a representative who advised me to submit an email for review. On November 17, 2025, I received an email from a Yelp Payment Inquiry Team member (*******) stating that a refund would not be issued and that I was still responsible for payment. This is not accurate, as the service was canceled during the free trial period, and I did not authorize continued billing.Yelp is now attempting to charge me for advertising services I did not receive, did not authorize, and had already cancelled. As a new small business owner experiencing financial hardship, this situation has created unnecessary stress and financial burden.Desired Resolution:I am requesting that:Yelp correct their records to reflect my cancellation on September 18, 2025 The $120 charge be removed and cleared No further charges be attempted on my account Confirmation of cancellation be provided I have attempted to resolve this directly with Yelp but have not been able to reach a fair resolution. I am requesting BBBs assistance.Sincerely,******* ***** Hands of Faith *******
Business Response
Date: 11/20/2025
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:11/19/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint regarding Yelps misleading promotional offer, unauthorized charges, and highly concerning handling of customer data.A ********************** representative contacted me and persuaded me to create a storefront using a promised $300 activation credit. I was assured that no charges would be applied during setup. However, despite following all instructions, Yelp charged my credit card over $140, while the activation credit remained inactive.I attempted to resolve this issue several times, but Yelps support has been consistently unresponsive and unhelpful. The in-app message system did not save my messages, and when they eventually replied, they directed me to call. After calling, I was told my credit card did not work, even though it functions normally for my daily transactions. This suggests an intentional avoidance of addressing the billing ******** addition, shortly after signing up, I began receiving a large volume of unsolicited business advertisements and sales calls. This raises serious concerns that my contact information may have been shared, mishandled, or sold without my consent, which is a potential privacy breach and contradicts the expectations of a reputable platform.Given the deceptive marketing practices, unauthorized billing, and the possibility of improper data handling, I am requesting:1.A full refund of the unauthorized charges 2.Compensation for the time lost and the misleading onboarding process 3.An investigation into how my contact information was used or distributed.Thanks!
Business Response
Date: 11/20/2025
Hi,

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

1. For Billing and Payments Queries

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

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

3. For Questions on Business Listing Information

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

4. For Other Inquiries

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

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:11/18/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom this may concern,I am writing to follow up on my formal dispute of a $56 charge from Yelp, which I do not owe. Despite my previous communication where I explicitly disputed this charge and requested that all communication cease, Yelp has continued to attempt debt collection, which I find both unacceptable and a violation of my ********* documented in the attached emails, Yelp has ignored my dispute and my request to stop all further communication. They have continued sending debt collection notices from multiple email addresses, including after my initial complaint was filed with the **** and copied to the BBB.These ongoing collection attempts violate my rights under the Fair Debt Collection Practices Act (FDCPA), which prohibits further communication after a dispute has been raised and a cease communication request has been made.I have attached the relevant communication and evidence for your review. I am requesting that Yelp immediately cease all collection attempts and remove the erroneous charge from my account. I also expect a direct response confirming that this matter has been resolved and that they will adhere to my dispute.Thank you for your immediate attention to this issue. I trust that appropriate action will be taken to ensure compliance with consumer protection ********* regards,
Business Response
Date: 11/20/2025
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:11/18/2025
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.
Was supposed to have a free trial started November 1 2025 and cancelled it on November 6 2025 they charged my credit card and sent 5 emails regarding the cancellation and still charged my credit card
Business Response
Date: 11/20/2025
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: 11/21/2025

Complaint: 24161457

I am rejecting this response because: they are just sending a copy of their payments schedule basically not responding to my issue

Sincerely,

***** *******
Business Response
Date: 11/26/2025
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: 12/02/2025

Complaint: 24161457

I am rejecting this response because:
From: ***** ***** <*********************************>
Sent: Friday, November 28, 2025 2:15 PM
I would like a refund considering it was a free trial and they charged my credit card card.
***** ATTWOOD

Sincerely,

***** *******
Business Response
Date: 12/03/2025
Hi,

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

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

Best regards,
Yelp HQ

Customer Answer
Date: 12/05/2025

Complaint: 24161457

I am rejecting this response because: They never responded to me by either email or phone and continue to charge my credit card. Therefore I have been forced to turn this matter over to the fraud department of my credit card department.

Sincerely,

***** *******
Initial Complaint
Date:11/18/2025
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.
Yelps automated review system has repeatedly removed legitimate customer reviews from my business page, causing significant harm to my reputation and visibility. Recently, five genuine reviews from real customers were removed at once, taking my page from five reviews down to zero. This creates a false impression that my business is unproven or untrustworthy, and it directly affects potential customers decisions.I attempted to resolve this issue through Yelps support process, but it has been unhelpful. Their system forces you to choose an incorrect reporting category just to submit a request, because there is no option for legitimate review incorrectly filtered. I reported each of the five reviews individually and provided explanations, yet Yelp still did not restore them.I also contacted Yelp by phone. The representative I spoke with was unhelpful and dismissive, offering no real solutions and simply telling me to keep reporting the reviews. The email responses from Yelp only blame their automated AI software and state that they cannot manually override iteven when the reviews are clearly authentic.Yelps overreliance on automated systems, without meaningful human review, is causing real damage to my business. Their system is falsely flagging valid reviews, and Yelp has not provided any effective support or resolution.I am requesting that my legitimate reviews be restored, that Yelp review why their system repeatedly flags genuine feedback, and that they provide a proper solution rather than redirecting everything to automated responses.I have attached screenshots showing my reports and Yelps responses.
Business Response
Date: 11/20/2025
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: 11/21/2025

Complaint: 24162348

I am rejecting the businesss response because it does not address the specific issue raised in my complaint. My concern is about Yelps automated system removing legitimate customer reviews from my business page. The reviews that were removed were written by real customers, and I provided multiple screenshots proving this.

Yelps reply was a general copy-and-paste message directing me to support links, but it did not explain why my verified reviews were removed, how the system determined they were not recommended, or how this can be corrected. My business now shows zero reviews, which ***** my credibility and affects customer trust.

I am asking for a direct, specific response to this issue, not general support pages. I want clarification on why my legitimate reviews were removed and what steps Yelp will take to restore them or properly investigate the problem.

Business Response
Date: 11/26/2025
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:11/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern,I am submitting this complaint regarding unauthorized recurring charges made by Yelp in connection with a promotional offer I redeemed on April 10, 2025 for my new business.I signed up for a free promotion offered by Yelp and participated in one phone call with a Yelp associate. During this call, I clearly stated that I could not afford any ongoing charges once the free trial period ended. This was the only conversation I had with a Yelp representative. The associate mentioned there were ways to reduce costs but did not provide any actionable solution.On November 14, 2025, when I contacted Yelp to cancel the account, ****** from ********************** confirmed that she had reviewed the recording of my original call and acknowledged that I had stated I could not afford and approve any paid services after the free period.Despite this, Yelp collected my credit card information during sign-up for the free trial and subsequently charged my card $420 every month without my authorization or consent. I did not receive any phone calls, emails, invoices, payment receipts, or notices alerting me to these recurring charges. The absence of any billing notifications prevented me from being aware of the charges sooner.During this period, I experienced a personal tragedy and had to travel out of the country for an extended time due to the loss of a family member. This contributed to the delay in noticing these unauthorized charges.I never provided consent for a recurring monthly payment of $420, total of $2700 till date. Yelp did not deliver any support, guaranteed results, or meaningful assistance, referring to my account as self-serve despite continuing to charge **** respectfully request assistance in recovering the funds that were charged without my consent and in protecting my rights as a consumer.Thank you for your attention to this matter.Sincerely,****** ******* [Star Finance Services, Phone # ************]
Business Response
Date: 11/20/2025
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

Business Response
Date: 12/04/2025
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

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