Yelp.com

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 advertising program for [redacted]As you noted, you redeemed a $300 promotional ad credit. To redeem the $300 credit towards Yelp ads, you were required to sign up for our Cost Per Click...

(CPC) advertising campaign and put a credit card on file. You set your Cost Per Click monthly budget at $300, and also signed up for our enhanced profile features, which cost $75 per month. Once the promotion runs out, advertising continues until you stop your ads through your Yelp for Business Owners Account.Your advertising program was a self-serve program, which means that ads can be turned off at any time by the business 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 right side of the page explaining that you could stop your ads any time through the Yelp for Business Owners site.Below is a more detailed description of how the promotion was applied:January 19 - 31, 2017- You received 21 ad clicks which cost a total of $119.82- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $29.96- $149.78 of your $300 credit was used and you paid $0February 2017- You received 37 ad clicks which cost a total of $300- Your Call To Action, Slideshow, and Remove Competitor Ads features cost $75- You had $150.22 remaining promotional credit for this month because it was partially used in January- You paid $39.00 and are responsible for a remaining balance of $185.78 for advertising services delivered in FebruaryMarch 1, 2017- You received 1 ad click which cost a total of $7.39- Your prorated Call To Action, Slideshow, and Remove Competitor Ads features cost $1.85- You had 0 remaining promotional credit for this month because it was used in January and February- You are responsible for $9.24 for advertising services delivered in March 2017You can view a breakdown of how many ad clicks you received by logging in to your Yelp for Business Owners Account at [redacted] and then clicking on the Yelp Ads tab.You ended your advertising program on March 1, 2017. As advertising services have been delivered in accordance with the Terms you agreed to, we will not be able to waive the remaining balance of $195.02 for advertising services delivered in February and March. Once this amount is collected, you will not incur further charges. Thanks for understanding.We also want to address your comment, "I received weekly status reports of my advertising, but they stopped after 3 weeks. I thought it was because the 30 days ran out." As noted above, ads can be turned off at any time by the business through the Yelp for Business Owners Account. Additionally, you can manage your email notification preferences, by logging in to your business account at [redacted], clicking "Account Settings" at the top of the page, and then clicking "Manage your email preferences." From there, check or uncheck the appropriate boxes, and then click "Save Settings."You also expressed concern that out of state users may have been clicking your ad. It sounds like you may be referring to the information in the Activity Feed section of your business account, and we want to clarify the difference between ad clicks and the information provided in the Activity Feed.An ad click is when a person clicks on a business's Yelp ad. When a user is searching on Yelp for a business in a certain area, we do our best to provide that user with a Yelp Ad applicable to their search. Please keep in mind that in order to do a search on Yelp, a user must enter a location to search near, and ads for your business would have been delivered when a user was searching for businesses near your location, regardless of what location the user has elected to use in their profile information. Yelp Ads appear above the natural search results, as well as on your business pages. The Yelp Ad is differentiated from the natural search results by an orange border, and has the notation "Ad" in next to the business name. Clicking on an ad impression will take the user to the business page on Yelp, and you were charged when someone clicked on your ad.Once a user is on your business page (regardless of whether they found it through an ad impression or through another means, such as our natural search results), additional actions they take while on the page may appear in the Activity Feed section of your Business Account. The Activity Feed shows recent activity by Yelp users on your Yelp business listing, such as phone calls and website clicks.We want to be clear that you were being charged when someone clicked on your ad, and not based on the number of users who viewed your Yelp page. It's possible that users in your activity feed who appeared to be from out of state may have found your business page through other means, such as our natural search results, rather than clicking on your ad, and that the location they chose to use in their profile might not be where the user is actually located.Finally, you asked for your business to be removed from Yelp; however, we don't remove business information. While some business owners might prefer to keep a lower profile, this kind of information is publicly available and its use is protected under the law. More importantly, we believe that the public benefits from sharing their experiences with local businesses.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]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.

Initial Business Response /* (1000, 5, 2016/01/25) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Embarque Yoga Therapy + Wellness.
As you may recall from the correspondence you've had with our account...

management team, in order to redeem the $300 credit towards Yelp ads, you were required to sign up for our Cost Per Click advertising campaign and put a credit card on file. Our records indicate that you set your Cost Per Click monthly budget at $300. Once the promotion runs out, advertising continues until you stop your ads through your Yelp for Business Owners Account.
Your advertising program was a self-serve program, which means that ads can only be turned off by the business 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. In Step 3 of your ad setup there were Q&A's on the right side of the page explaining that you could stop your ads any time through the Yelp for Business Owners site: "Can I stop any time? Yes. There's no commitment or obligation. Just come back to the Yelp for Business Owners site and stop your ads. You will be billed at the beginning of the next month for any clicks you bought before you cancelled."
Below is a more detailed description of how the promotion was applied:
November 2-30, 2015
- You received 56 ad clicks which cost a total of $286.13
- $286.13 of your $300 credit was used and you paid $0
December 2015
- You received 42 ad clicks which cost a total of $300
- You had $13.87 remaining promotional credit for this month because it was partially used in November
- The costs did not exceed your selected $300 monthly budget
- You are responsible for $286.13 for advertising services delivered in December.
January 1-5, 2016
- You received 9 ad clicks which cost a total of $63.34
- You had 0 remaining promotional credit for this month because it was used in November and December
- You are responsible for $63.34 for advertising services delivered in January
You can view a breakdown of how many ad clicks you received by logging in to your Yelp for Business Owners Account at https://biz.yelp.com/ and then clicking on the Yelp Ads tab.
You ended your advertising program on January 5, 2016. As advertising services have been delivered in accordance with the Terms you agreed to, we will not be able to waive the outstanding balance of $349.47 for advertising services delivered in December and January. Once this amount is collected, you will not incur further charges. Thanks for understanding.
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]It sounds like you have some concerns about our recommendation software. As you may have read, we use automated software to recommend reviews, with the...

goal of showcasing the ones that best reflect the opinions of the Yelp community. The rest are posted below and don’t factor into the business’s overall star rating. The software does what it can with the information at hand, and regularly revisits each review as it learns more. As a result, different reviews might be recommended on different days. However, because our recommendation software is automated, the Yelp Support team cannot manually override the software to recommend or not recommend a review. You can see reviews that aren't currently recommended by clicking on the link at the bottom of each business page.Additionally, while we understand your concerns, we want to make sure you are clear that federal law bars lawsuits against websites like Yelp for the decisions they make about which reviews to post or remove. 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).For more information about recommended reviews, please visit our Support Center: http://www.yelp-support.com/Recommended_ReviewsRegards,[redacted]Yelp Inc.

Hi [redacted],Thank you for your response.We appreciate your feedback, and have forwarded your message to the appropriate parties. As you may recall, a manager, [redacted], reached out to you by email on April 26, 2017 to provide you with some additional information regarding your advertising program.We want to reiterate that your advertising program was a self-serve program, which means that business owners select their monthly budget and can turn off their ads at any time through their Yelp for Business Owners Account. Our records indicate you set your Cost Per Click monthly budget at $450, and also signed up for our enhanced profile features, which cost $75 per month. You terminated your advertising program on February 4, 2017.With regards to the click price, the price you pay per click varies based on competition and relevance. However, you'll always pay the least amount needed to win the click. For more information about how Yelp's Cost Per Click ads work, please visit: [redacted]While we appreciate your concerns, advertising services were delivered in accordance with the Terms [redacted] you agreed to, and you could have terminated your advertising program at any time through your account, so we will not be able to offer you a refund.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/04/27) */
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] L'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. 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/her review. You claim that "demonstrably false"; however, as frustrating as it may sound, we don't take the place of a court of law and make evidentiary determinations. As a result, most business owners try to resolve misunderstandings amicably. If the matter rises to the level of a legal dispute, then the courts are better equipped to resolve your complaint.
You also wrote, "I have made multiple attempts to contact them and have had no response, either from my letter or voice mail messages." Please note that our Support team does not provide phone based support. However, our records indicate our Support team did respond to your letter via email. On March 2, my colleague [redacted] sent the following email with the subject line "Message from Yelp HQ XXXXXXX " to the email address provided in your letter:
Hi [redacted],
Thank you for contacting us about your business listing on Yelp.
We've looked at [redacted] L's review, 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 quandary 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 legion and unanimous 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.
We encourage you to contact the reviewer directly using the private messaging function on our site in order to constructively address your concerns. We do not recommend that you engage in anything other than a well-meaning dialog with the reviewer in order to sort out any misunderstandings.
Regards,
[redacted]
Yelp Support
San Francisco, California
Finally, if you have questions or concerns in the future, we encourage you to visit our Support Center at http://www.yelp-support.com. We've tried to include detailed answers to the questions we most frequently receive in our Support Center, but there may be situations you encounter where you'll need to contact our Support team for assistance. For these specific situations, there are articles in the Support Center that include submission forms to inquire about the issue.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
(1) I did not received any email response from Yelp, on March 2 or at any other time, regarding this case.
(2) Yelp states the review "appears to reflect the personal experience and opinion of the reviewer." This is not true. The reviewer is not stating an opinion, she is relating "facts" that are untrue, and for which I supplied Yelp the true "facts" via documentation.
(3) This response is in contradiction to their stated Terms of Service/Content Guidelines Policy, which include: "Accuracy: Make sure your review is factually correct." I provided to Yelp documentation WITH THE CUSTOMER'S SIGNATURES in multiple places on their contract - and specifically on the subject she addresses in the review in stating "she had never been informed" at the time of her purchase. She is not stating "It is my opinion that I was never informed", she is stating that she was not informed. That is not an opinion, it is an false accusation.
My objection to this review is not in her opinion, but in her false portrayal of false "facts" in the form of an accusation.
So, I agree with Yelp that to the extent she is voicing her opinion of the service, that is acceptable content. My issue is with her false accusation, which I have shown to Yelp through documentation to be indisputable.
While Yelp disavows responsibility for the content of posts, they are responsible for their choice to continue to publish these posts. Yelp's refusal to remove this posting is a violation of their Terms of Service.
Final Business Response /* (4000, 9, 2015/05/07) */
Hi [redacted],
Than you for your response.
You wrote, "I did not received any email response from Yelp, on March 2 or at any other time, regarding this case." On our end, it looks like [redacted] did send an email on March 2 to the email address provided with your letter, but it's possible the message ended up in your spam folder.
You have again stated that the review by [redacted] L is contains a "false accusation" 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 Bradley,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Cyber Pros Consulting. We appreciate your feedback, and have forwarded your message to the appropriate parties. As you may recall, Kassandra called you on March...

21, 2018 to let you know that we are writing off the outstanding balance on the account.Regards,HelenYelp Inc.

[redacted],I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you very much.
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]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 had previously been rejected because at that time we could not verify that your business had closed.We've gone ahead and marked your business as closed. While we don't remove business pages in cases like this, closed businesses eventually stop appearing in search results over time.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/05/08) */
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] A's review of your business. As you may recall from the...

message you received from the Yelp Support team, the review has been evaluated 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/her review.
We encourage you to send a private message to the reviewer or post a public comment through your free business account. 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. Our hope is that by utilizing these means you will be able to rectify any misunderstandings and come to an amicable resolution.
You also expressed concern that some of your other reviews are not currently recommended. 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. The software 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 asked that we recommend your positive reviews, 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: http://www.yelp-support.com/Recommended_Reviews?l=en_US
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 [redacted] and [redacted]We are sorry to hear you were not satisfied with your advertising campaign. We appreciate your feedback, and have forwarded your concerns to the appropriate parties. As you may recall, a manager, [redacted] reached out to you by email on April 14, 2017 to provide you with some clarification as to how the price for a click is determined. Yelp's Cost-Per-Click ads are delivered based on the categories your business is in, and the average price for an ad click in some categories may cost more than ad clicks in other categories. The price per click will also fluctuate up or down depending on competition, relevance, and other factors, but the price you pay will always be the lowest price possible to win the click.We also want to clarify that 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 are electing to pay every time a user clicks on your ad impression. Please note, however, that you are not being charged based on the number of calls or the number of clicks to your business website that you receive.If you wish to terminate your advertising program for [redacted] and [redacted], you can log in to your Yelp for Business Owners account at [redacted]/, click on the Yelp Ads tab, and click End Campaign.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, 2015/05/19) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted]
You expressed concern the the average cost of each click has gone up. As...

you may recall from the conversation you had with your account manager, [redacted], the packaged cost per click advertising program you initially signed up for had been a trial program that was offered to a limited number of customers. We opened up packaged cost per click programs to all customers in September, which has resulted in an increase in demand and price.
With regards to your comment, "I believe this click rate increase in fee is directly related to my decision to cancel their service," we want to assure you that Yelp does not retaliate against businesses for any reason, including deciding to cancel an advertising program.
You also wrote, "Yelp sends a weekly report of ad sales. Weekly report breaksdown clicks and calls you receive which yelp is charging you for. I noticed the weekly emails totals did not match/correlate with Monthly totals I was being charged by yelp, in yelps favor." It sounds as though the email you are referring to contains information about Customer Leads, and that you are comparing that information with the ad clicks information in the Yelp Ads tab of your Business Account. However, Customer Leads and ad clicks are separate entities of information.
Customer Leads are intended to show you how our users are adding and accessing information located in your Yelp business page after they've landing on the page. For example, Customer Leads activity includes mobile calls, directions, user uploaded photos, clicks to your website, Call to Action clicks, and bookmarks. Customer Leads can be found in your Business Account, under "Activity."
An ad click is when a person clicks on your business's Yelp ad. With an advertising program, ad impressions will appear in places such as above search results and on your competitors' business pages. These ad impressions have an orange border and an "Ad" notation to the left of the business name. Clicking on your ad impression will take the user to your business page on Yelp.
Your advertising program is set to cancel as of May 31, 2015. As advertising services have been delivered in accordance with your contract, we will not be able to offer you a refund. Thanks for understanding.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Im going to agree to disagree. I understand you opened up your click Advertising in September of 2014 and rates increased I see that and completely understand it but it was a steady consistent increase. What changed happened in April of 2015 ? The month I cancelled.. The cost per click jumped from March $5 to $10 in April after I cancelled. Not in September, when as you stated, you opened up ads to all customers. For me to accept your explanation I would have to believe that Yelp managed in a 1 month period to double their demand for advertising.. I would have to ignore common sense to accept that explanation. Please let us fellow business owners how one doubles the demand for their product and their prices in 30 days, because its a true miracle.
Im not interested in a refund anymore. Spending money on advertising that doesnt work out is part of business. I am however interested in Revdex.com posting both of our explanations for general public to view and make their own determination and view my experience.
Final Business Response /* (4000, 9, 2015/06/04) */
Hi [redacted],
Thank you for your response. We appreciate your feedback regarding the price increase and have forwarded your messages to the appropriate parties for their consideration.
Regards,
[redacted]
Yelp Inc.

Complaint: [redacted]I am rejecting this response because:
I submitted the proper type of photo. A yelp person contacted me and I emailed it directly to him. They still did not publish it and have not responded to my continued attempts to contact them. Yelp is not being honest in their response. In fact, that is a lie.
Sincerely,[redacted]

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.

Initial Business Response /* (1000, 5, 2015/09/03) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted].
You expressed concern with the average price per click. 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 price to keep you competitive in the market. The price per click will fluctuate up or down depending on competition, relevance, and other factors, but it will always be the lowest price possible to win the click.
You also asked for "specific information as to the time and date for these per clicks so we can verify that this is a legitimate process." You can see how many ad clicks you received each day by logging in to your Business Account, clicking "Yelp Ads" in the left-hand sidebar, and then selecting "Daily" above the graph. We currently do not provide information about the time of each click, but we appreciate your feedback. It also sounds as though you may be concerned about possible click fraud. We employ a variety of industry-standard measures to detect and prevent invalid traffic and click fraud. For example, we monitor our clicks and impressions for fraudulent activity, and frequently update our filters to exclude activity from known offenders. We also subscribe to the Internet Advertising Bureau's bot list, which gives us an industry-standard filter in addition to our own more rigorous ones.
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.

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 back.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 a business 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 fake reviews among the many millions of legitimate reviews. It's no easy task, and there is always room for improvement. We hope to be able to continually improve on this issue.We also wanted to let you know that we've taken another look at [redacted] review of [redacted]. Upon further evaluation, the review was found to be in violation of our Content Guidelines and it has been removed.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/10/20) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page 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 are electing to pay every time a user clicks on your ad impression. You are also paying for additional features including competitor ad removal, a photo slideshow, a featured video, and call tracking.
It looks like you spoke with an account manager, Stephanie, on October 8. As you may recall, your advertising program is set to cancel on October 31, 2015 and the early termination fee has been waived. Because your advertising program is billed in arrears, please note that you will see a final charge on November 1 for advertising services delivered in October. Thanks for understanding.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)