Yelp.com

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns.It looks like you contacted our Support team on the same day you filed this Revdex.com complaint. As you may recall from the correspondence you've since had with my colleague Quincy, we are unable to locate an...

account associated with the email address you provided. Do you have a Yelp account associated with another email address? If so, please provide either Quincy or me with a link to the Yelp account and/or the email address you believe is associated with your account, so that we can look into this further.Regards,[redacted]Yelp Inc.

Complaint: [redacted]I am rejecting this response because: I was told I could use this photo. I am not submitting a personal photo as this is a corporation, not a sole proprietorship.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 appreciate your feedback, and have forwarded your message to the appropriate parties. It looks like you spoke with an account manager, [redacted], regarding your...

concerns on June 20, 2016. As you may recall, 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 the new phone number you submitted was rejected because we could not verify the new information. Your advertising program is currently set to cancel at the end of your initial term. If you have further questions or concerns, you can reach out to your account management team directly at the email address and phone number listed under the Billing section of your Business Account [redacted]Regards,[redacted]Yelp Inc.

Hi Michael,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for Kelley Construction Contractors.One of the ways we try to help Yelp users discover local businesses is by using automated software with the goal of showcasing reliable...

reviews. This means Yelp doesn’t recommend every review from every user and is automated so that it can apply the same objective standards to every business and every review. This is very different from other sites that tend to feature every single negative rant and positive rave. The software looks at dozens of different signals, including various measures of quality, reliability and activity on Yelp. Because our recommendation software is automated, the Yelp Support team cannot manually override the software to recommend or not recommend a review. 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.That said, our recommendation software runs on a daily basis, so reviews that aren't currently recommended may be recommended in the future, and vice versa.We hope you’ll take the time to watch our video about the Recommendation Software:[redacted]Regards,HelenYelp Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)I first contacted Yelp and requested that the profile be taken down on 2/29/16. I used 2 different email addresses because I kept being ignored and was trying to get yelps attention. I submitted the request at least 10 times. Upon still being ignored I contacted the Revdex.com.

Initial Business Response /* (1000, 5, 2015/05/12) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted].
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.
With regards to your comment, "I went to change it my self and guess what the account has been locked and no changes can be made," while we enable users and business owners to submit changes to business pages on Yelp, our moderators evaluate those changes to ensure they meet our standards. Additionally, our system will often automatically lock business information once it's evaluated by our moderators. This is to protect businesses from malicious or erroneous changes.
We are sorry to hear you were not satisfied with your advertising campaign. While the goal of advertising on Yelp is to drive more traffic to the business page (through features such as sponsored search results), which may ultimately result in more customers, we of course cannot guarantee a certain level of results. When advertising with an impressions-based program, you are paying for the delivery of a certain number of targeted ad impressions, in your case, 450 ad impressions per month.
Your ads are currently set to cancel as of May 31, 2015. As you are choosing to end your program before the end of the 3-month term, an early termination fee of $375 will be assessed per the terms of your contract.
Regards,
[redacted]
Yelp Inc.

Initial Business Response /* (1000, 5, 2015/05/04) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] & [redacted]
You expressed concern with the tip posted by [redacted] S. We wanted to let you know...

we've removed this Tip because it falls outside our Content Guidelines.
You also expressed concern that you "left 3 messages with the account manager and emailed the client services requesting information on it's status" but "have not been contacted back from either." Please note that content moderation is handled by the Yelp Support team, and not by our Account Management or Client Services teams. It does not appear that you flagged [redacted] S's profile, but for future reference you can find information about how to flag a user account in our Support Center: http://www.yelp-support.com/article/How-do-I-flag-a-user-account?l=en_US
If you have questions or concerns in the future, we encourage you to visit our Support Center (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.

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 some reviews. It looks like some of the reviews have already been removed due to violations of our Content Guidelines,...

but that a review by [redacted] had been left up. We wanted to let you know that after further investigation this review has been removed and the account has been closed.Regards,[redacted]Yelp Inc.

Complaint: [redacted]I am rejecting this response because: there is no resolution. I did not authorize these charges! I do not have a business and have not for some time. I was not aware of this bait and switch tactic. I believed when the credit was exhausted the campaign would end. I have no idea how a budget was determined or anything about what your talking about. Explaining how you autobill and supertiously steal money from people need not be detailed to me. I’m sure I’m not the only one. Thishas happened to. If you are ordering a service to customers or just trying to bill? I need a full refund or I will file a lawsuit. Sincerely,Ericka[redacted]

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] on Yelp.You expressed concern that the edits you have been submitting on your business page have not been accepted. Our moderators need to be able to...

independently verify each requested change that comes in. Not all updates are valid or fit our style guidelines, so we have to carefully evaluate each one and look for independent confirmation before we can approve the change. In this case, we've rejected your request to mark the page as temporarily closed and to remove the phone number. Please note that the temporary closure feature is intended for businesses that close seasonally or for a short period of time, rather than for businesses that are open but not accepting new clients. Additionally, 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.That being said, you might consider updating the From The Business section of your page to indicate that you are not currently accepting new clients. You can access your account by visiting [redacted]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] - [redacted]We previously removed some of [redacted] reviews of [redacted] - Psychological Assistant because they fell outside our...

guidelines. It looks like this user has posted a new review. We’ve taken a careful look at this one, however, we don’t think it violates our terms, so we’ve elected to leave the review up.For more information on our Content Guidelines, please visit [redacted]. Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/10/07) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] of [redacted].
We've gone ahead and marked [redacted] of [redacted] as closed,...

and 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.

Hi [redacted],Thank you for your response.You wrote, "I want to submit my evidence." As frustrating as it may sound, we don't take the place of a court of law and make evidentiary determinations. Please be assured that we've evaluated the content of [redacted] review and are allowing the user to stand behind their review.You also 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.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Hi Rosen,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Rosen Stoynev - Goosehead Insurance. You wrote, "The representative explained that I will be charged $75 per month plus $25 for every person who calls me through...

their website." We first want to clarify that you were not charged based on the number of calls you received, but rather you were electing to pay every time a user clicked on your ad impression, and the cost of these ad clicks varied based on competition and relevance. You were also paying for enhanced profile features, which cost $75 per month.Our records indicate you spoke with a sales representative and signed up for an advertising program on November 27, 2017. You signed up for our Cost Per Click (CPC) advertising campaign and put payment information on file. You set your Cost Per Click monthly budget at $750. You also signed up for enhanced profile features which cost an additional $75 per month. Additionally, you redeemed a $300 promotional ad credit. 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. 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 $825, 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: November 27 - 30, 2017- You received ad clicks and enhanced profile features which cost a total of $79.74- $79.74 of your $300 credit was used and you paid $0December 2017- You received ad clicks and enhanced profile features which cost a total of $825.00- $220.26 of your remaining $220.26 credit was used and you paid $604.74January 1 - 9, 2018- You received ad clicks and and enhanced profile features which cost a total of $315.05- You had 0 remaining promotional credit for this month because it was used towards your November and December ads- You paid $315.05 for advertising services delivered in JanuaryYou can view ad click and billing information in the Yelp Ads and Billing tabs of your Yelp for Business Owners Account at[redacted]Please note 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. You expressed concern with the $315.05 you were charged on February 1, 2018, but this amount was for the advertising services you received from January 1 - 9, 2018.You ended your advertising program on January 9, 2018. 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 at this time. That said, we have forwarded your message to the appropriate parties for their consideration. 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]You expressed concern with the pricing structure of your advertising program. To clarify, you signed up for an advertising program with...

$125 monthly fixed costs plus an ad click budget of $2,125, for a monthly maximum of $2,250. The monthly fixed costs were for your enhanced profile, a featured video, and call tracking. Your advertising program was a cost per click (CPC) program and your ad click budget was set at $2,125, which means you were only charged when someone clicked on your ad and you agreed to pay up to $2,125 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.As you may recall, your advertising program was billed in arrears. This means that we typically bill on the first of the month for advertising services that were delivered in the previous month. While your sales representative may have informed you that you could expect to see your first full bill on August 1, 2016, you would have seen a prorated bill on July 1, 2016 for advertising services delivered in June. Your advertising program began on June 24, 2016, so the bill you saw on July 1, 2016 was for advertising services delivered from June 24 - 30, 2016.While we typically require 30 days written notice to your account management contact if you wish to terminate your advertising program, as a courtesy, this requirement was waived and your advertising program was terminated on July 6, 2016. The early termination fee of $700 was also waived. However, as advertising services were delivered in accordance with your contract, we will not be able to waive the balance of $742.41 for advertising services delivered from June 24, 2016 to July 6, 2016. Once this amount is collected, you will not incur further charges. 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. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted]You expressed concern that your advertising program continued to run after the initial 6-month term. The terms stated in your...

advertising agreement with Yelp were:"Commitment Period: 6 months from Service Start Date""Automatic renewal: Month-to-Month"That is to say, once you've completed your initial six-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, we require 30 days written notice to your account management contact if you wish to terminate your advertising program. As you provided your cancellation request on December 3, 2016, your advertising program was terminated as of January 2, 2017.Information about the automatic renewal and the 30 day cancellation policy was also in the "Your Ads Are Live" email we sent you on June 6, 2016: "Note: After 6 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."You also wrote, "I called and they stated that they could try to set up a payment plan with me to pay off balance but today they took the full amount out of my account anyway." Please note that any payment plans must be worked out with our finance team. It looks like an account manager, David, provided you with our finance team's number on January 3, 2017, but it appears you did not work out a payment plan with our finance team and you were charged $335 on January 4, 2017 for advertising services delivered in December 2016. Please note that your advertising program is 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. It looks like there is a remaining balance of $21.63 that will be billed on February 1, 2017 for advertising services delivered January 1 - 2, 2017. Once that amount is collected, you will not incur further charges.We have forwarded your message to the appropriate parties for their consideration, but at this time we will not be able to offer you a refund as advertising services were delivered in accordance with your advertising agreement. Thanks for understandingRegards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/07/13) */
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 that your business owner photo had not yet been approved. We have...

systems in place to keep our data accurate and timely but from time to time, errors or delays can occur. We've gone ahead and approved your photo, and it looks like you've since been able to post a public comment.
You also wrote, "I also want Yelp to stop contacting me regarding premium accounts or upgrades." We've gone ahead and informed our Sales team that you no longer wish to receive any communication from them. If for any reason you continue to hear from them, please let us know at http://www.yelp.com/support/contact/questions
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/21) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted] Club.
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. 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. 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 a negative review of your business. We assume you are referring to the review by Chrissy R, as it appears you've previously flagged this review. 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 "not-correct"; 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.
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.