Yelp.com

Hi [redacted],Thank you for your response.It sounds as though you don't accept our explanation of the recommendation software, but we can only stand by our previous statements. Yelp's recommendation software is an automated algorithm that attempts to weed out less reliable reviews while showcasing more reliable ones. This means that when reviews are posted to your listing, not all of them will make the cut. We acknowledge that even some legitimate reviews will not be recommended, but we still believe that the software as a whole makes our site more trustworthy and useful to consumers.As indicated in our prior response, the recommendation software is automated to help avoid the potential for human bias inherent in individual decision-making: we cannot reverse the software’s decisions, either to suppress an active review or to restore one that isn’t recommended. But once again, the system is not static -- reviews may come and go as the recommendation software picks up new information. It's also important to keep in mind that people can see reviews that aren't currently recommended by clicking on the link at the bottom of the business page.We do understand the recommendation software can be frustrating at times, and your feedback is appreciated. When it comes down to it, all review sites face the same challenge: how to identify the most reliable and useful content amongst the millions of submitted reviews. It's no easy task, and there is always room for improvement. We hope to be able to continually improve on this issue.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2016/01/11) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page for [redacted].
Please note that we do not create new listings or remove reviews for businesses that change...

ownership or management but continue to leverage the goodwill in the same or similar name used by prior ownership or management. From a consumer perspective, the businesses appear to be the same.
With that in mind, the business pages have been merged and the name has been updated to reflect your current business name: http://www.yelp.com/biz/[redacted]
Regards,
[redacted]
Yelp Inc.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Bayview Photography.We forwarded your message to the appropriate parties. As you may recall, a manager, [redacted], reached out to you via email on November 21 to...

address your concerns. If you have further questions, please feel free to reach out to [redacted] directly.Regards,[redacted]Yelp Inc.

Complaint: [redacted]I am rejecting this response because they can say whatever. look on YELP biz page on YELP how many complaints from others business owners as well. look at the facts. there is no such things automatic programe, software is programe and coded by human and even webmaster or grogramer can edit setting modified or do anything within their control. and if some reviews had reported yelp moderator removed manually, and when legimate positive review had removed by auto matic software (yelp said so) and I request for them to verify with the clients or read it manuually it is not violate any yelp guild line or rule and yelp customer services said they can not undo because it removed by automatic software. second: october, november, never had one single review removed, and in December when I cancel advertises , one day got over 30 positive 5star reviews users left legimate review in december had removed and continue removing on daily any new legimate review from our customers. but not any bad reviews from scam , frauld from competitors reviews on my business page. well yelp is big, huge, hugemungus company and had protected under first Amendment constitution of UNited State of America. im just nobody and had to work hard to pay bills and support my family. and if Yelp want people believe in Yelp then must have department or team work hard and listen to customers special in business owners because they pay you for being YELP now day and help them manually validate every reviews is not violate and removed by automatic software (yelp said it automatic). take over the automatic and being more humanity. 
 
Sincerely,Tony **

Initial Business Response /* (1000, 5, 2015/06/16) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted] E [redacted], CPA.
Our records indicate that you signed up for an advertising program with an initial...

commitment period of three months. The terms stated in the Purchase Order section of the advertising agreement you signed with Yelp were:
"Commitment Period: 3 months from Service Start Date"
"Automatic renewal: Month-to-Month"
In other words, once you've completed your initial three-month term, your advertising continues to renew automatically on a monthly basis until we receive a cancellation request from you. Cancellation requests received by the 15th of the month mean a business will cancel at the end of the month. If you provide notice after the 15th of the month, then the advertising program will terminate at the end of the following month. As you may recall from the email you received from your account manager, [redacted], your advertising program will be cancelled effective June 30, 2015. As advertising services are being delivered in accordance with your contract, we will not be able to offer you a refund. Thanks for understanding.
Regards,
[redacted]
Yelp Inc.

Initial Business Response /* (1000, 6, 2015/05/01) */
Hi Salvatore,
Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page for Dominator Sportfishing.
It appears that you flagged Animal R's review two days before you filed this...

complaint with the Revdex.com. As you may recall from the message you received from the Yelp Support team, this review has been removed because it falls outside our Content Guidelines.
Regards,
Helen
Yelp Inc.
Initial Consumer Rebuttal /* (2000, 8, 2015/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:
Inappropriate language violates your terms of agreement and is slander against our staff member. You choose to leave sexist remarks that have nothing to do with the persons experience that is a shame.Sincerely,[redacted]

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted]We first want to make sure you know that a business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are...

treated. Businesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertise. We understand there are some misconceptions about this, so we invite you to visit [redacted] to learn more.If you believe, however, that an individual has provided you with different information, we would like to investigate further. To that end, please provide us with the name of the individual whom you spoke with, their phone number, and the date and time of your conversation with them, if known.As you may have read, the goal of Yelp's recommendation software is to showcase more reliable content. The recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviews. You wrote, "We would like the legitimate review to be valid and marked as recommended," but please understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a review. However, the system is not static -- reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.To learn more about recommended reviews, please visit: [redacted]Regards,[redacted]Yelp Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted]You wrote, "My [redacted] ([redacted]) changed from a law office to a consulting firm ([redacted]). [...] remove...

my business listing for both my law office ([redacted]) and consulting firm ([redacted]) immediately since both are closed businesses." While we enable business owners to submit changes to business pages on Yelp, our moderators evaluate those changes to ensure they meet our standards. In this situation, it looks as though your suggestions have been rejected because we could not verify these changes or closures. If that information is available on your website or another public-facing source, please reply to this message with a link so we can verify it. Please note that in general, if a business undergoes a major change – such as a renovation or rebranding that dramatically changes the nature and customer experience of that business, Yelp will generally update the business page to reflect those changes, which can include adding one of several special banners that specifically call out those changes, or an entirely new business page to reflect a significant change.With regards to your request for your business page to be removed, as you may recall from our[redacted]), we don't remove business listing information. Yelp is allowed to publish business names and publicly available information about businesses under the well-established fair use doctrine, as well as First Amendment principles. Generally speaking, this means that we can display business names and trademarks "for purposes of comparison, criticism, point of reference, or any other such purpose." See [redacted]You also expressed concern with the review by [redacted]. Please be assured that we've evaluated the content of [redacted] June 9, 2016 review, and are leaving it up, as it does not appear to violate our Content Guidelines. Evaluating reviews for inappropriate content isn’t easy and we recognize that each person has a different tolerance for strong language. Generally, what we don’t tolerate on our site are serious threats and hate speech. We do have a fairly high bar for colorful language and try to allow users to tell their story in their own words, whether or not they had a positive experience with a business, and regardless of our own personal tastes. We hope you can understand why we ultimately didn’t conclude that the review you reported violates our terms.That said, [redacted]. is welcome to log in to her account to edit or remove her review if she so chooses. If [redacted]. is having trouble accessing her account, she can contact our Support team directly via our Support Center[redacted] with her concerns.We also noticed that there were a number of other accounts also under the name [redacted]. that had reviewed your business. Those accounts were found to be in violation of our Terms of Service and have therefore been closed.Regards,[redacted]Yelp Inc.

Hi [redacted],Thank you for your response.It sounds as though you don't accept our explanation of the recommendation software, but we can only stand by our previous statements. Yelp's recommendation software is an automated algorithm that attempts to weed out less reliable reviews while showcasing more reliable ones. This means that when reviews are posted to your listing, not all of them will make the cut. We acknowledge that even some legitimate reviews will not be recommended, but we still believe that the software as a whole makes our site more trustworthy and useful to consumers.As indicated in our prior response, the recommendation software is automated to help avoid the potential for human bias inherent in individual decision-making: we cannot reverse the software’s decisions, either to suppress an active review or to restore one that isn’t recommended. But once again, the system is not static -- reviews may come and go as the recommendation software picks up new information.We do understand the recommendation software can be frustrating at times, and your feedback is appreciated. When it comes down to it, all review sites face the same challenge: how to identify the most reliable and useful content amongst the millions of submitted reviews. It's no easy task, and there is always room for improvement. We hope to be able to continually improve on this issue.Additionally, you have again stated that the review by [redacted]. is "fraudulent" and should be removed. However, we don't take sides on factual disputes, so we can only therefore reiterate what we previously communicated to you: if a review appears to reflect the user's personal experience and opinions, we allow the user to stand behind their review.Regards,[redacted]Yelp Inc.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted]You expressed concern with [redacted]s review of your business. The review has been evaluated by the Yelp Support team and left up, as it was not...

found to be in violation of our guidelines. You claim that this review is false; however, Yelp does not take sides in factual disputes. Rather, if a review appears to reflect the personal experience and opinions of the reviewer, it is our policy to allow the user to stand by his or her review. Additionally, as frustrating as it may sound, we don't take the place of a court of law and make evidentiary determinations.We noticed that you've already used your free business account to post a public comment on this review. Many reviewers respond favorably to business owners willing to engage in constructive conversation, and at the very least, other Yelp users appreciate seeing business owners take a proactive approach to dealing with customer concerns.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/12/21) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] Inc.
You expressed concern with [redacted] D's review. We've taken another look at this review, and, based...

on what we can see in the review and the information at hand, we weren't able to confirm that this review is on the wrong business page. If a review appears to reflect the personal experience and opinions of the reviewer, it is our policy to allow the user to stand by his or her review.
We noticed that you've already used your free business account to post a public comment on this review. Many reviewers respond favorably to business owners willing to engage in constructive conversation, and at the very least, other Yelp users appreciate seeing business owners take a proactive approach to dealing with customer concerns.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We appreciate a human reply after over 1 year+ of attempting to communicate with yelp. In summation, the building we occupy is home to dozens of companies who share a common address. Our company Gemstar Inc. is a medical supply wholesaler that has zero on line selling presence. A reviewer of yours made an assumed connection to defame our reputation. Why did they not review directly under the name of the company they transacted with. Let them produce an invoice or financial transaction from our organization. We saw one reference to an email url which was determined by Verizon wireless to be a simple set up error due to the close proximity of dozens of companies sharing the space. We demand the reference to our company Gemstar Inc. be completely removed. Your reviewer can offer his opinion under the name of whomever he actually transacted with but not Gemstar Inc. We will pursue whatever legal means are at our disposal. We will organize a social media campaign to look for we are sure thousands of other improperly reviewed businesses. The aim of which will be to eventually bring a class action law suit against yelp.
We have tried to reason with you amicably and hope this will give cause for you to take action upon our request. [redacted] COO Gemstar Inc.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/04) */
Hi [redacted],
Thank you for writing back.
We've looked at [redacted] D's review again, and since it appears to reflect the personal experience and opinions of the reviewer, we are leaving it intact.

While we share your concern about the possibility of a defamatory review on our site, we don't adjudicate disputes between businesses and their reviewers. Congress acknowledged this predicament by passing [redacted] that provides statutory immunity to online service providers such as Yelp for the content of third-party posts. See 47 U.S.C. §230. The case law is clear on this point in support of online service providers because of concerns that they would otherwise be forced to remove third party posts every time someone raised issue with their contents. See Carafano v. Metrosplash. com. Inc., 339 F. 3d 1119 (9th Cir. 2003); Zeran v. America Online, Inc., 129 F.3d 327 (4th Cir. 1997); Barrett v. Rosenthal, 40 Cal. 4th 33 (Cal. 2006).

That said, we will revisit your request if you provide to us a final judicial determination that the contents of a review are defamatory and will, at our discretion, take appropriate action with respect to the review and the user responsible for the review.
Regards,
[redacted]
Yelp Inc.
Final Consumer Response /* (4200, 11, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not address the main thrust that there are two separate legal entities involved. One is the company whom the reviewer actually did the legal transaction with. The other whom the reviewer left the transaction for who had nothing to do with the reviewer. we are not asking the review to be removed, we are asking to simply file it under the business name of whom the reviewer actually did business with gadgetclick.

Initial Business Response /* (1000, 5, 2015/12/22) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding the advertising program for [redacted]
According to our records, it appears your colleague [redacted] signed up for an advertising program on...

June 26, 2015. The advertising program began on June 27, 2015 and was terminated on September 11, 2015.
With regards to your concerns about the pricing of the advertising program, to clarify, [redacted] signed up for a program with $45 monthly fixed costs plus up to $730 monthly variable costs, for a monthly maximum of $775. The monthly fixed costs were for an enhanced profile, which included features such as competitor ad removal and a photo slideshow. The advertising program was a cost per click (CPC) program and the monthly cost per click budget cap was set at $730, which means [redacted] was only charged when someone clicked on the ad and she agreed to pay up to $730 a month for those ad clicks. If she did not reach her monthly budget cap, she would only be charged for the ad clicks she received. However, if she did reach her monthly budget cap, we no longer delivered ads for the business for the remainder of the month so that she wouldn't have to pay more than she agreed to.
You also expressed concern with the variable price per click. As you noted, and as stated in the advertising agreement, [redacted] signed up for a Cost-Per-Click (CPC) auction-based auto-bidding program, which means that she agreed to allow Yelp to set the bid price per click price to keep her competitive in the market. It's important to keep in mind that the price fluctuated up or down depending on competition, relevance, and other factors. However, it was always the lowest price possible to win the click.
Additionally, please note that the advertising program was billed in arrears, so the $775.00 that was charged on August 1, 2015 was for advertising services delivered in July. It also appears the final outstanding balance of $1,059.17 ($775.00 for advertising services delivered in August plus $284.17 for services delivered from September 1 - 11, 2015) was collected on November 8, 2015, and that [redacted] will not incur further charges.
Finally, per the terms of the advertising agreement, we require 30 days written notice to your account management contact if you wish to terminate your advertising program. As [redacted] provided her cancellation request on August 11, 2015, the advertising program was terminated on September 11, 2015. While early termination is subject to a fee per the terms of the advertising agreement, it appears that an account manager, Megan, has waived the early termination fee.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
24 December 2015
Revdex.com Case #: XXXXXXXX
Your records are correct. My colleague [redacted] signed up for an advertising program sold to her by [redacted]. The program was not adequately explained, her questions were not adequately answered and when she asked about the charges was led to believe that the program would be $45 per month. While I see that you have attempted to explain the CPC program both on your website and in your response to this complaint, I still have yet to understand exactly how much those clicks actually cost. Apparently you do not either as you cannot provide a number. However it was very easy to add it up to the maximum that you set as her budget. It is interesting how in September you simply divided the maximum by 30 and prorated the month. How did the CPC's figure in to that?
After receiving the first over charge, [redacted] wanted to cancel as this is not what she had agreed to. When she got no help from Yelp, she turned to American Express and told them not to pay the charge. Yelp simply charged her account under a different business name and number to circumvent the block. Companies that operate in an ethical manner do not need to have multiple entities to gain access to their clients accounts. That is a very questionable practice indeed!
We have received NO business at all from our advertising with YELP. Per my original complaint I called Yelp to discuss on XX-X-XX at 12:45pm and left a message and STILL (it is now XX-XX-XX) have not had a call back from [redacted] in Finance.
Following is a breakdown of what [redacted] expected to be charged versus what she was actually charged and the difference between the two:
Month # of days Expected Charged Difference
June 4 6.00 103.33 97.33
July 30 45.00 775.00 730.00
August 30 45.00 775.00 730.00
September 11 16.50 284.17 267.67
112.50 1937.50 1825.00
As you can see that is a significant difference. Particularly when; no one can explain what the charges are for in terms of an actual cost, the agreement was entered into in a very high pressure and unfair manner, and worst of all no revenue has been generated. We believe that tactics were used to bait and switch; to believe we would pay one thing and then be charged another when it was too late. We would like the difference ($1825.00) between what was fair and expected ($112.50), and what we were charged ($1937.50) to be refunded.
Final Business Response /* (4000, 9, 2016/01/11) */
Hi [redacted],
Thank you for your response.
You wrote, "I still have yet to understand exactly how much those clicks actually cost." Below is a more detailed breakdown of the costs:
June 27-30, 2015
- The business received 118 ad clicks at an average cost per click of $0.82, which cost a total of $97.34
- The enhanced profile cost $6.00, a prorated amount
- [redacted] was charged a total of $103.34 for advertising services delivered in June
July 2015
- The business received 456 ad clicks at an average cost per click of $1.60, which cost a total of $730.00
- The enhanced profile cost $45.00
- [redacted] was charged a total of $775.00 for advertising services delivered in July
August 2015
- The business received 463 ad clicks at an average cost per click of $1.58, which cost a total of $730.00
- The enhanced profile cost $45.00
- [redacted] was charged a total of $775.00 for advertising services delivered in August
September 1-11, 2015
- The business received 168 ad clicks at an average cost per click of $1.59 which cost a total of $267.67
- The enhanced profile cost $16.50, a prorated amount
- [redacted] was charged a total of $284.17 for advertising services delivered in September.
[redacted] can view a breakdown of the ad clicks received by logging in to her Yelp for Business Owners Account at https://biz.yelp.com/ and then clicking on the "Yelp Ads" tab. Additionally, as we previously noted, the the price per click will fluctuate up or down depending on various factors including relevance and competition, but price you pay will always be the lowest price possible to win the click.
With regards to your comment, "We have received NO business at all from our advertising with YELP," we are sorry to hear you were not satisfied with your advertising campaign. To be clear, while the goal of advertising on Yelp is to drive more traffic to the business page, which may ultimately result in more customers, it is important to keep in mind that results are not guaranteed. When advertising with a packaged Cost Per Click program, you are paying for an enhanced profile and you are electing to pay every time a user clicks on your ad impression.
We also want to reiterate that per the terms of the advertising agreement, we require 30 days written notice to your account management contact if you wish to terminate your advertising program. According to our records, [redacted] provided her cancellation request on August 11, 2015, so the advertising program was terminated on September 11, 2015.
Regards,
[redacted]
Yelp Inc.

Hi Dominique,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Courier Maxx.We are sorry to hear you were not satisfied with your advertising campaign. To be clear, while the goal of advertising on Yelp is to drive more...

traffic to the business page, which may ultimately result in more customers, it is important to keep in mind that results are not guaranteed. When advertising with a Cost Per Click program, you were electing to pay every time a user clicked on your ad impression. Your advertising program included page upgrades such as a Call to Action button, photo slideshow, and competitor ad removal. Our records indicate you signed up for an advertising program with monthly maximum cost of $2,135. Cost-Per-Click ads are delivered in categories matching your specific business, as well as other similar categories that our ad delivery system has identified as relevant. The price you pay per click is based on competition and relevance, but you'll always pay the least amount needed to win the click. We aim to maximize the number of clicks you get for your budget over the course of the month, and you should plan to have 100% of your budget fulfilled. Occasionally competitive demand prevents this, but you'll only be billed for the cost of the clicks you received in that monthly billing period. Your advertising program was terminated on September 13, 2017. As advertising services have been delivered in accordance with the terms and conditions you agreed to, we will not be able to offer you a refund at this time. That said, we have forwarded your concerns to the appropriate parties for their consideration. Thanks for understanding.Regards,HelenYelp Inc.

Hi Anny,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Southern LA Granite.Our records indicate you redeemed a $300 promotional ad credit on July 25, 2017. To redeem the $300 credit towards Yelp ads, you were required to...

sign up for our Cost Per Click (CPC) advertising campaign and put payment information on file. You set your Cost Per Click monthly budget at $300. On August 11, 2017, you signed up for enhanced profile features, which cost an additional $75 per month. Thus, the total for your cost per click ads and enhanced profile was a monthly maximum of $375.Once the promotion runs out, advertising continues until you stop your ads through your Yelp for Business Owners Account. You terminated your ads on October 16, 2017.Your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners Account. If you only wanted to use your $300 promotion, you would have needed to log in and end the program once that credit was used. During your ad setup there were Q&A's on the page explaining that you could stop your ads any time through the Yelp for Business Owners site.Additionally, after you signed up for or edited your advertising programs, we sent you an automated email that recapped your purchase and the details of your current campaign, including that the payment method on file in your account will be charged monthly, up to the maximum specified in each email, and your programs will continue unless cancelled. Advertisers also have the option to opt in to receive billing confirmation emails in the Account Settings section of their account.Below is a more detailed description of how the promotion was applied:July 25 - 31, 2017- You received ad clicks and which cost a total of $18.59- $18.59 of your $300 credit was used and you paid $0August 2017- You received ad clicks and enhanced profile features which cost a total of $250.78- $250.78 of your remaining $281.41 credit was used and you paid $250.78September 2017- You received ad clicks and enhanced profile features which cost a total of $375.00- $30.63 of your remaining $30.63 credit was used and you paid $344.37October 1 - 16, 2017- You received ad clicks and enhanced profile features which cost a total of $180.72- You had $0 remaining credit for this month because it was used towards your July, August, and September ads- You paid $180.72 for advertising services delivered in OctoberYou can view ad click and billing information in the Yelp Ads and Billing tabs of your Yelp for Business Owners Account at https://biz.yelp.com/.It also sounds as though you have some concerns about how the price of a click fluctuates. Cost-Per-Click ads are delivered in categories matching your specific business, as well as other similar categories that our ad delivery system has identified as relevant. The price you pay per click is based on competition and relevance, but you'll always pay the least amount needed to win the click. We aim to maximize the number of clicks you get for your budget over the course of the month, and you should plan to have 100% of your budget fulfilled. Occasionally competitive demand prevents this, but you'll only be billed for the cost of the clicks you received in that monthly billing period.You ended your advertising program on October 16, 2017. As advertising services have been delivered in accordance with the Terms [redacted] you agreed to, we will not be able to offer you a refund. Thanks for understanding.Regards,HelenYelp Inc.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted].We are sorry to hear you were not satisfied with your advertising campaign. To be clear, while the goal of advertising on Yelp is to drive more traffic...

to the business page, which may ultimately result in more customers, it is important to keep in mind that results are not guaranteed. When advertising with a Cost Per Click program, you were electing to pay every time a user clicked on your ad impression. You are also paying for an enhanced profile, which included features such as competitor ad removal and a photo slideshow.We also want to address your comment, "even though they said they charge only base on number of clicks, however, no matter what, it will always be maxed out." Your advertising package included a Cost-Per-Click (CPC) program with an ad click budget of $275, which means you paid for ad clicks you received and that you agreed to pay up to $275 a month for those ad clicks. If you did not reach your monthly budget cap, you would be charged for the ad clicks you received. However, if you did reach your monthly budget cap, we no longer delivered ads for your business for the remainder of the month so that you wouldn't have to pay more than you agreed to. We aim to maximize the number of clicks you get for your budget over the course of the month, and advertisers should plan to have 100% of their budget fulfilled.Additionally, please note that the price per click is variable. As noted in your contract, you signed up for a Cost-Per-Click (CPC) auction-based auto-bidding program, which means that you agreed to allow Yelp to set the bid price per click to keep you competitive in the market. It's important to keep in mind that the price will fluctuate up or down depending on competition, relevance, and other factors. However, it will always be the lowest price possible to win the click.For a more information about how Yelp's CPC ads work, please visit: [redacted]You also wrote, "Income project thing is also a big sweet dream scam. They limited the min of number you need to input, therefore you will always have positive and greater number than what you pay for every month, in face, there is nothing like that at all." It sounds like you may be referring to the Revenue Estimate feature. The Revenue Estimate is an estimate of the amount of gross revenue resulting from Yelp user activities, based on Customer Leads, the average customer spend, visits per customer, and lead conversion rate. Customer Leads include phone calls, website clicks, map views and directions, and other indicators that potential customers are engaging with your business on Yelp. We've provided a range of typical values from other businesses in your category for the average customer spend, visits per customer, and lead conversion rate fields to get you started, but these fields are customizable so you can change the information to reflect your business. That said, it's important to keep in mind that this is an estimate.Please note that per the terms of the advertising agreement you signed, we require 30 days written notice to your account management contact if you wish to terminate your advertising program. It looks like you provided your cancellation request on January 17, 2017 and your advertising program is set to cancel as of February 17, 2017.As advertising services are being delivered in accordance with the advertising agreement you signed, we will not be able to offer you a refund. However, we have forwarded your concerns to the appropriate parties, and are waiving the early termination fee of $650. Thanks for understanding.Regards,[redacted]Yelp Inc.

Hi [redacted]Thank you for writing. We are glad to have this opportunity to address your concerns.We understand you find the language used in [redacted] business owner comment to [redacted] review of [redacted] to be offensive and are frustrated that we have left the...

comment up.Evaluating business owner comments for inappropriate content isn’t easy and we recognize that each person has a different tolerance for strong language. Please note that Yelp does not take sides in factual disputes, and in general, what we don’t tolerate on our site are serious threats and hate speech. We do have a fairly high bar for colorful language and try to allow users and business owners to tell their story in their own words, whether or not they had a positive experience with each other, and regardless of our own personal tastes. We hope you can understand why we ultimately didn’t conclude that the comment you reported violates our terms.Regards,[redacted]Yelp Inc.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns about your business page for [redacted].You expressed concern with a review. It looks like you are referring to the review by **, which you've previously reported. I understand that...

you’re disputing the accuracy of this review, and I wanted to let you know that our team has taken a second look at the review.We reached the same conclusion as before and are unable to remove the review. We don't take sides in factual disputes; if a review appears to reflect the reviewer’s personal experiences and opinions, it is our policy to let the user stand behind his or her review.If you are concerned about your safety outside of Yelp and believe you are being harassed or threatened, please consider contacting the authorities.Regards,[redacted]Yelp Inc.

These are lies. This is the only way they can make money. Manipulating reviews is how they do it. If they didnt profit from it, they would be like [redacted] and NOT manipulate reviews in ANY way! They are extortionists and racketeers. They need not contact me again
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]