Yelp.com

Complaint: [redacted]I am rejecting this response because: I do not agree or accept the response.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/13) */
Hi Bernard,
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for American Lifeguard Association.
You expressed concern with the review by Alli D. We have removed the review...

by Alli D because, as written, it falls outside our Content Guidelines. Please keep in mind that if the user chooses to post a new review and that content falls within our guidelines, we will allow it to remain on the site.
You also stated that you were unable to claim your business page. Please note that in order for a business page to be eligible for claiming, we require a phone number to be listed on it. You can submit a phone number for your business by clicking "Edit Business Info" on your Yelp business page. Once the phone number has been approved by our User Support team you'll be able to use that number to complete the unlocking process by going to https://biz.yelp.com/signup_business or by clicking on the claiming link on your business page.
Regards,
Helen
Yelp Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hi [redacted],Thank you for your response. We have forwarded your message to the appropriate parties. A manager, [redacted], has reached out to you via voicemail and email to discuss your concerns. Please feel free to reach out to [redacted] at your convenience.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 i.d. gym.It looks like you were previously signed up for the slideshow feature, which allowed you to set the order of your photos in a slideshow. It appears you are no...

longer enrolled in this feature, so the order in which photos appear on your business page (including the main photo) is determined by different factors, such as votes from the community and how recently the photo was taken. We also automatically disperse any available videos of the business throughout the photos.If you come across content that you feel may violate Yelp's Content Guidelines ([redacted]), please let our moderators know by reporting it. You can do so by finding the content in question, clicking the flag icon on the website or the More Options/Overflow Menu (3 dots) on the app. You'll need to be logged into your account to report content.To learn more, please visit: [redacted]While reporting content doesn't guarantee that it'll be removed, our team looks at every inquiry and carefully evaluates the content against our guidelines. Photos that represent a more unique personal experience may be removed from the business’s photo gallery but still appear alongside the user’s review if they’ve written one. Each case will be reviewed by our team in the order it was received. Regards,[redacted]Yelp Inc.

Hi Eric,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Windows Of Hope Services.You expressed concern that advertising continued after your initial 3-month term. The terms stated in your advertising agreement with Yelp...

were:"Commitment Period: 3 months from Service Start Date""Automatic renewal: Month-to-Month"That is to say, 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. Additionally, per the terms of the advertising agreement you signed, we require 30 days written notice to Yelp's account management team if you wish to terminate your advertising program.This automatic renewal and 30 days notice requirement were also stated in the "Your Ads Are Live" email we sent you on September 29, 2016: "Note: After 3 month(s), your advertising will continue on a month to month basis. If you intend to cancel your program at any point after your initial term, written notice must be submitted 30 days in advance of your desired date of cancellation."Our records indicate your advertising program began on September 29, 2016. Our account management team reached out to you on September 30, 2016 and October 21, 2016 to review the program you signed up for, but it appears you were unable to talk at those times. It does not appear that you called or wrote back to our account management team until you called on February 7, 2017, at which time you indicated you wanted to cancel your advertising program. As you provided your cancellation request on February 7, 2017, your advertising program was cancelled as of March 10, 2017, per our 30 days notice requirement. Because your advertising program is billed in arrears, a final charge of $154.46 was collected on April 1, 2017 for the advertising services you received from March 1 - 10, 2017.As advertising services were delivered in accordance with the advertising agreement you signed, we will not be able to offer you a refund. Thanks for understanding.Regards,HelenYelp Inc.

Complaint: [redacted]I am rejecting this response because: Yelp has missed an important aspect to this problem.  I was lied to.  I did not get what I paid for from the beginning.  Yelp has not conceded that there was a possible human error on their part.  That salesperson shouldn't have made that promise.  That person told me I would be placed on the 1st or 2nd page of the listings.  And that didn't happen.  I tried to reason with your support staff when my ad appeared that I wasn't getting what I signed up for.  This would make my contract with Yelp not valid for that reason. I am very disappointed w/ Yelp.  I know there is no guarantee about business - I wasn't unhappy with my add, I was mislead about my listing placement.  No one will go through over 100 listings before they get to see mine.   I've documented all my phone calls with their support people and I know they're aware of my problem from the beginning.Sincerely,[redacted]

Hi [redacted]Thank you for writing again.We first want to address your comment, "That seems like Yelp is able to manipulate the system at their discretion." We want to assure you that our recommendation software is automated precisely so that it can apply the same objective standards to every business and every review without being overridden by someone's personal preferences.You also asked, "how was it able to allow the review then change it to not recommended?" Our recommendation software runs on a daily basis, so the results can change day-to-day. For example, the software might pick up new information as time goes by that makes a reviewer seem more trustworthy, or the information we have about a reviewer can grow stale.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2016/01/05) */
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 their page on Yelp, our moderators evaluate...

those changes to ensure they meet our standards. Additionally, we generally don't remove business pages because our use of this information is protected under the law. From publicly available sources, your business appears to be in operation.
That said, if information confirming that your business has closed is available on your website or another public-facing source, please reply to this message with a link so we can verify it and update the business page on Yelp.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Are you trying to say that you have control over my business, under law? What law?
Your use of my business is protected under law? That statement in and of itself is against the law.
When my website goes down is none of your business. I have not done the business in months. I've just found someone to take it down for me, but again, THAT IS NONE OF YELP'S BUSINESS, BY LAW.
UNDERSTAND? And if you don't take it down within a week, I'm suing.
Final Business Response /* (4000, 9, 2016/01/13) */
Hi [redacted],
Thank you for your response.
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 New Kids on the Block v. New America Pub., Inc., 971 F.2d 302, 306 (9th Cir. 1992).
We're still unable to verify that your business has closed, but you are welcome to share with us any links that would help us confirm that information.
Regards,
[redacted]
Yelp Inc.

Complaint: [redacted]I am rejecting this response because:
The review made by [redacted]. was an accusation. I have no records of may in my appointment book and never seen her. I have tried to resolve this issue by reaching out to [redacted]. to discuss this matter in a business relation but [redacted] only continued to post negative things on my page. This is not just slandering, it's harassment as well. [redacted] made up stories just to hurt my business even when she was not even a client of mine. I've noticed that she also placed a negative review on another massage shop. I feel like your company should indeed contact the person whom is trying to cause chaos by posting negative reviews on Yelp.
Sincerely,[redacted]

Hi [redacted],Thank you for your response.Please be assured that your advertising program was a cost-per-click auction-based auto-bidding program. We want to reiterate that the price you paid per click was based on competition and relevance, and was always the least amount needed to win the click. We aimed to maximize the number of clicks you got for your budget over the course of the month. Advertisers should plan to have 100% of their budget fulfilled, and you were never charged more than the $300 per month you agreed to. Additionally, while we understand your concerns about the amount of fluctuation you saw in the price per click, please note that neither the sign up flow nor the Ads and Upgrades Terms indicated a minimum or maximum cost per click.Advertising services have been delivered in accordance with the Terms you agreed to, so we will not be able to waive the outstanding balance of $142.76 for advertising services delivered in November. Thanks for understanding.Regards,[redacted]Yelp Inc.

Complaint: [redacted]I am rejecting this response because:
Your company does not practice fair business. You have tried to compromise my business by intercepting as a 3rd party on other search engines...sneaky. You only approved my photo after several attempts by me and after this complaint was filed. After filing this complaint, the 1 positive review that was allowed by you, suddenly disapppeared. You are forcing businesses to go to these extremes because they want no association with your practices and behaviors. You do have a choice as to what businesses appear in your search engine so please remove mine.
 
 
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].We appreciate your feedback, and have forwarded your message to the appropriate parties for their consideration. As you may recall, a manager,...

[redacted], emailed you on July 6, 2017, to provide you with some additional details about how the promotion was applied and what you were charged for.Our records indicate you redeemed a $300 promotional ad credit on May 11, 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 a credit card on file. Once the promotion runs out, advertising continues until you stop your ads through your Yelp for Business Owners Account. You initially set your Cost Per Click monthly budget at $450, and also signed up for enhanced profile features which cost $75 per month. That same day, shortly after you signed up for your ad campaign, you decreased you Cost Per Click monthly budget to $300 but kept the $75 per month enhanced profile features. Then on May 12, you increased your Cost Per Click monthly budget back up to $450, and kept the $75 per month enhanced profile features.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 right side of the page explaining that you could stop your ads any time through the Yelp for Business Owners site.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.Please also keep in mind that your advertising program was billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month. Thus, the $336.07 you were charged on July 1 was for advertising services you received in June.Your advertising program was terminated on July 3, 2017 per your request. 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 $37.68 for advertising services delivered from July 1 - 3, 2017. Once this amount is collected, you will not incur further charges. Thanks for understanding.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2016/01/05) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for The [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 http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more.
You also expressed concern with the recommendation software. 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 want our not recommended Yelp reviews to be posted and part of our rating system," 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
You also expressed concern with a negative review. It looks like you are referring to the review by [redacted] C, as you've recently written in about this review. As you may recall, two of [redacted] C's reviews of The [redacted] Company have been removed because they fall outside our Content Guidelines. However, [redacted] C's most recent review of The [redacted] Company doesn't appear to violate our Content Guidelines so we're leaving it up. 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.
Finally, if you no longer wish to be contacted by our Sales team, please let us know.
Regards,
[redacted]
Yelp Inc.

Initial Business Response /* (1000, 5, 2016/01/08) */
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 http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-...⇄ to learn more.
You expressed concern with the recommendation software. 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. Please also 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
You also expressed concern with your raking in our search results. Yelp's search results algorithm is designed to provide the best results based on a number of different factors including review text, ratings, and number of reviews. While we can't guarantee specific results or business rankings, we are always working to improve our search tool so that we can deliver the most relevant local results to our users.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for Revdex.com's mediation effort and Yelp's response. However we still can't get rid of those suspicion that Yelp put their hands on rating and reviews. Some places only bad reviews are not recommended , and other places mostly good reviews are not recommended to keep a certain level of stars all the time.
Yelp should stand on neutral position, this means Yelp should not try to kill those businesses who don't accept their solicitations.
Sometimes customers post a unfair reviews that can damage local businesses for unfair reasons. For example, we have a bad review from a person named [redacted] on 2/06/2012. This is a order she placed online and delivery location was Hemit, CA, which is more than 200 miles round trip from Torrance. Flower shops have wire services network and when delivery location is not local, they send orders to another shop nearby destination area. We explained this customer who took care of this order in Hemit,CA and the shop information was given and $20 was refunded( this flower was $52.95) and if she give us a chance to do local service we'll give her some type of credit. Anyway this person placed a 1 star review and again 2star review on Yelp and this did a considerable damage to our reputation for something we didn't do. Yelp should move this type of review to not recommended side.
Yelp should not take on one side, they should be fair and neutral. Yelp also should not act like a judge who decides who will live and who will die.
Thank you for reading this complaint. Once again we appreciate what Revdex.com do for everyone.
Final Business Response /* (4000, 9, 2016/01/27) */
Hi [redacted],
Thank you for your response.
You have again alleged that Yelp manipulates reviews to favor advertisers. However, with respect to reviews, paying businesses have absolutely no advantage. The automated recommendation software does not distinguish between advertisers and free listings, and the revenue side of our business operates independently of the content side of our business, just as a newspaper might put a firewall between their advertising and reporting functions.
It also 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 recommendation 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 not recommend an active review or to restore a review that isn't currently recommended. This also means (and I can say this with 100% certainty) that we cannot manually manipulate the recommendation software to favor an advertiser or punish a non-advertiser. 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.
You also expressed concern with [redacted] K's reviews of your business. The reviews have been evaluated by the Yelp Support team and left up, as they were 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 or her review.
Regards,
[redacted]
Yelp Inc.

Complaint: [redacted]I am rejecting this response because the information included is what I have already attempted and YELP has deleted. In the response to my complaint, the YELP representative states that I can state that I'm not accepting new clients on the page, which I have done several times. The YELP representative also states that YELP reviews each edit individually, which I know because that is when they have repeatedly taken off that information. YELP further states that I can't state a business is temporarily closed, despite the fact that this is what was recommended to me when I called to find out why they were removing edits from my page repeatedly. YELP claims that they won't allow businesses to remove their accounts, despite positive reviews only, because they're protecting consumers. How is it protecting consumers to refuse to work with a well intended person who is trying to give consumers accurate information that YELP then takes upon itself to remove.This is not my full-time job. I put it on YELP because I wanted to explore doing it as a part-time practice. I am fully employed and can't respond to the numerous phone calls. This response is unsatisfactory because it includes everything I've already tried with YELP that has been changed or forbidden on behalf of YELP. Why will YELP not update to accurate information. This isn't about protecting consumers. It's about YELP. I requested to have my information updated on 8/5/2016. I got a message from YELP completely ignoring the content of my request and notifying me that they'd revised my specialties area and that I could resubmit my specialties at a later date. Why would I resubmit information to an account I'm trying to update as full/unavailable?
I replied asking specifically that I'd requested to have my business page noted as temporarily closed and my phone number removed. I asked if it had been done and explained that I continued to receive calls. I further explained that I an now returning all calls and apologizing for their inconvenience and explaining the difficulties I have had with YELP representing me accurately. I have never received a response to that email. It doesn't take a rocket scientist to figure out that YELP trains it's phone representatives and those that respond to email to ignore any requests to close businesses etc. I am not satisfied with this response because I have zero confidence that this company will do what it says it will do in the response it provided. They haven't yet. Why would they start now?
Sincerely,[redacted]

Hi Jared,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for TEK Lab. Our records indicate you redeemed a $300 promotional ad credit on October 19, 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. You also signed up for enhanced profile features which cost an additional $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 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 your advertising program, we sent you an automated email that recapped your purchase and the details of your campaign, including that the payment method on file in your account will be charged monthly, up to a maximum of $375, and your programs will continue unless cancelled. Advertisers also have the option to opt in to receiving billing confirmation emails in the Account Settings section of their account. Below is a more detailed description of how the promotion was applied: October 19 - 31, 2017- You received ad clicks and enhanced profile features which cost a total of $155.90- $155.90 of your $300 credit was used and you paid $0November 2017- You received ad clicks and enhanced profile features which cost a total of $375.00- You had $144.10 remaining promotional credit for this month because it was partially used towards your October ads- $144.10 of your remaining $144.10 credit was used and you are responsible for $230.90 for advertising services delivered in November.December 1 - 15, 2017- You received ad clicks and enhanced profile features which cost a total of $188.50- You had 0 remaining promotional credit for this month because it was used towards your October and November ads- You are responsible for $188.50 for advertising services delivered in DecemberYou can view ad click and billing information in the Yelp Ads and Billing tabs of your Yelp for Business Owners Account at [redacted]You ended your advertising program on December 15, 2017. While we are sorry to hear you were not satisfied with your advertising program, advertising services were delivered in accordance with the Terms ([redacted]) you agreed to, so we will not be able to waive the outstanding balance of $419.40 for advertising services delivered in November and December. Once this amount is collected, you will not incur further charges. Thanks for understanding.Regards,HelenYelp Inc.

Complaint: [redacted]I am rejecting this response because: I do not accept your response as your response is complete and utter nonsense and you know it. Vague waffle about your “recommendation software” just doesn't make any sense and just doesn't cut it.Yelp appears to be manipulating reviews to their own end and not for the benefit of the public at all.
There is no rhyme or reason or satisfying explanation as to why the reviews of my business are displayed (or rather not displayed) the way that they are other than to deliberately cause harm.
It is insulting to my patients to suggest that they are trying to “game the system”. They have no reason to do that and would be very upset hearing this I am sure. I have never asked anyone to review me on Yelp. I have patients who are being denied their right to free speech on Yelp. I think you did mention that people have a right to free speech? Well not on Yelp apparently.
It is very interesting that only the people who have something bad to say get to have free speech on your site, while those who had the audacity to write something good about my business are blatantly accused of being liars and you are saying your system is unbiased when that is obviously not the case. It just would not be statistically possible that your “system” is unbiased- since only bad reviews of my business are displayed and zero good ones- statistically very unlikely for a professional that has been in business for 20 years. Reviews are from my patients who have a right to be heard.
Apart from the fact that your “recommendation software” is blatantly and indisputably biased, the fact that you only show negative reviews about me actually contributes to further bias, because the rare patient that wants to write something negative about me is more likely to write it on Yelp than anywhere else on the internet because that is the only place where there are only negative reviews and no positive ones shown, so they will increase the effect of their negative comments by writing a review on your site rather than another. If Yelp wasn't biased in this way those negative reviews would likely be more evenly distributed in other areas of the internet. This contributes to a bias that harms my business further.
Therefore your explanation of your “review software” makes absolutely no sense and is completely faulty and should not be allowed.
Please show all my reviews in the recommended section as they should be.
 
[redacted]
Sincerely,[redacted]

Hi [redacted],Thanks for your feedback.It appears you and [redacted] discussed the difference between Yelp and other advertising platforms during your conversation of June 15, 2016. As you may recall, Yelp's ad delivery is based on your category, rather than specific keywords. Your business page was under the [redacted] during your advertising program, and it looks like your category has recently been updated to Financial Services.We also want to note that while you may have seen an estimated cost per click during the sign up process, this estimate was based on demand from businesses in your category and area at that time. It's important to keep in mind that cost per click may change over time based on demand. Additionally, as noted in the Ads and Upgrades Terms [redacted]) you agreed to when you signed up for your advertising program, "You agree to allow Yelp to implement an auto-bidding strategy whereby your bid price per click varies based on relevance, competition, and other factors."As advertising services were delivered in accordance with the terms you agreed to, we will not be able to offer you a refund. 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].I understand that you’re disputing the accuracy of a review of your business by [redacted], 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. In some situations, business owners may want to message the reviewer privately, or post a public response explaining their own version of events. You can access these features using our free accounts for business owners ([redacted]), and you can find more information about how to respond to reviews here: [redacted]These decisions aren’t always easy, but please know we looked at this review closely before reaching our decision. 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].We forwarded your message to the appropriate parties. As you may recall, a manager, [redacted], reached out to by voicemail and email on November 17 to schedule...

a time to discuss your concerns.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 were also paying for an enhanced profile, which included features such as competitor ad removal and a photo slideshow.You wrote, "I canceled the service at the end of April or Beginning of May 2016 not even 10 days into the verbal contract." We want to clarify that you have a written advertising agreement which you signed electronically, and per the terms of this advertising agreement, we require 30 days written notice to your account management contact if you wish to terminate your advertising program. Your advertising program began on April 28, 2016, and we were unable to locate a written cancellation request from you dated April or May 2016. Additionally, our records indicate that several members of our Account Management team were in touch with you throughout May 2016 regarding your advertising program.It looks like we received a written cancellation request from you on July 1, 2016, so your advertising program was terminated on July 31, 2016. As advertising services were delivered in accordance with the advertising agreement you signed, we will not be able to offer you a refund. There is currently an outstanding balance of $650 for advertising services delivered in June and July 2016. Once this amount is collected, you will not incur further charges.If you have further questions or concerns, please feel free to reach out to [redacted] directly.Regards,[redacted]Yelp Inc.