Yelp.com

Initial Business Response /* (1000, 5, 2015/10/27) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted]'s [redacted].
We want to clarify 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. Furthermore, there is zero relationship between the timing of when a review gets recommended and when a business decides to or declines to advertise: reviews can be recommended or not recommended days, weeks, or even months after they were first posted, and your Yelp sales representative doesn't have any influence over when that might happen. 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.
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 [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 a "fake post"; 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.
Additionally, you asked that we "Turn over all contact information on [redacted]." We don't disclose user information under these circumstances due to privacy concerns. Please see our Privacy Policy (http://www.yelp.com/static?p=privacy) for more information about how and when we might disclose this kind of information.
Finally, you asked for your business to be removed from Yelp, but we actually don't remove business listing 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.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yelp is using every trick in the book to try and hide, change, shuffle, manipulate business owners who have fake reviews posted to their accounts. Yelp uses their software as a excuse scapegoat to manipulate reviews. I am sure YELP can adjust it's software to it's liking. Yelp job is to post whatever [redacted] that is sent to them. One fine day (soon) Yelp will go down where it belongs for all the damage it has created by it's unethical business practices. Yelp is damaging a lot of businesses with fake reviews. A study was done last week on YELP showing that a bad review can cause a 70% reduction in business because of a fake review. YELP makes business owners post a photo. YELP should make everybody post a photo, but those could be fake too. This will never be over, I will never stop pursuing this matter until the day I die. YELP SUCKS and they will pay. I will subpoena all records regarding this issue. Do not ever close my case Revdex.com
Final Business Response /* (4000, 9, 2015/11/11) */
Hi [redacted],
Thank you for your response.
It sounds as though you don't accept our explanation of the recommendation software, but we can only stand by our previous statements. Yelp's recommendation software is an automated algorithm that attempts to weed out less reliable reviews while showcasing more reliable ones. This means that when reviews are posted to your listing, not all of them will make the cut. We acknowledge that even some legitimate reviews will not be recommended, but we still believe that the software as a whole makes our site more trustworthy and useful to consumers.
As indicated in our prior response, the recommendation software is automated to help avoid the potential for human bias inherent in individual decision-making: we cannot reverse the software's decisions, either to suppress an active review or to restore one that isn't recommended. But once again, the system is not static reviews may come and go as the recommendation software picks up new information.
We do understand the recommendation software can be frustrating at times, and your feedback is appreciated. When it comes down to it, all review sites face the same challenge: how to identify 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.
Regards,
[redacted]
Yelp Inc.

Hi Mr. [redacted]Thank you for your feedback.We have forwarded your message to the appropriate parties. As you may recall, a manager, [redacted], left you a message and sent you an email on August 11 to request to speak with you to come to a resolution. It looks like she spoke with your colleague [redacted] earlier today, August 12, and that they came to the agreement that we will be refunding you $1,300. Please allow 5-7 business days to process this refund back to the card on file.Regards,[redacted]Yelp Inc.

Complaint: [redacted]I am rejecting this response because:there's no way I received  $2,100.00 worth of clicks and did not received not one customer from your advertising, it feels like a big scam your salesman assured me it wouldn't go over  $200 00 because I told her I really couldn't afford to spend any money but she was persistent and we she told me not only do you have to worry about your budget your going to get customers because when people click on yelp they are going to shop with you, and with in that month remind you the month is not even over yet and I get a bill for  $2,100.00, l truly feel as if it's a scam I feel like someone is getting people to click on the business owners sites to drive up the charge,you have to be either rich and just don't care or pretty naive.Sincerely,Dominique[redacted]

Hi Judith,Thank you for your response.We want to reiterate that you went through the advertising sign up process and signed up for an advertising program with a $450 monthly Cost Per Click budget (or a $15 per day average) plus enhanced profile features which cost an additional $75 per month (or a $2.50 per day average), for total charges of up to $525 per month. This monthly maximum was also stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent you after you signed up for this program, but it's possible this email may have ended up in your spam folder.Please note that if you wanted to receive billing notifications by email, you would have needed to opt in to this feature in the Account Settings section of your account. You can also view your billing statements by logging in to your your Business Owner's Account at[redacted] and then clicking on the "Billing" link in the menu on the left-hand side. With regards to your comment, "I have not ever received any list of clicks or actual indication that these so called 'clicks' were actually done - very ambiguous claims and not verifiable as I have asked numerous times for evidence," you can view the number of ads that have been delivered and the number of times your ad was clicked on by logging in to your account at [redacted] and clicking the "Yelp Ads" link in the menu on the left-hand side. However, we don't disclose additional information about the ad clicks due to privacy concerns.Regards,HelenYelp Inc.

Initial Business Response /* (1000, 5, 2015/08/10) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for Rego [redacted] Animal Clinic.
Please note that we don't remove business listing 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.
You also expressed concern with [redacted] M'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. 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.
Thanks for understanding.
Regards,
[redacted]
Yelp, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Do not have any permission about disclosed bisness information. Published on purposed only bad reviews. Good reviews are always hiding. Clinic has very good reputation on google and Facebook. So yelps doing illegal activities, pushing bisness owners pay for additional service. Yelp should go to investigation.
Final Business Response /* (4000, 9, 2015/08/21) */
Hi [redacted],
Thank you for your response.
You wrote, "Do not have any permission about disclosed bisness information." It sounds as though you are again asking that your business listing be removed, but as previously stated, we don't remove business listing information. Yelp is allowed to publish business names and publicly available information about businesses under the well-established fair use doctrine, as well as First Amendment principles. Generally speaking, this means that we can display business names and trademarks "for purposes of comparison, criticism, point of reference, or any other such purpose." See New Kids on the Block v. New America Pub., Inc., 971 F.2d 302, 306 (9th Cir. 1992).
We also want to be clear 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.
With regards to your concerns 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. Even though it inevitably affects legitimate reviews from time to time and misses some fake ones, too, it helps protect the integrity of the site both for consumers (who will be less likely to be led astray by bogus reviews) and business owners (who will spend less time worrying about whether their competitors are writing negative reviews about them).
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
Regards,
[redacted]
Yelp Inc.
Final Consumer Response /* (4200, 11, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
99% reviews for my bisness was published from people never been her or have financial issues, sent to collection agency. and it is unclear why all good reviews never published. I think Yelp does conspiracy, corrupted, has no idea about ethics and try to damage my bisness. I was wondering why. Because all above it should be investigated by special agency.

Initial Business Response /* (1000, 5, 2015/06/26) */
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 clarify 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.
With regards to your concerns 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. You wrote, "I would like my good reviews from verifiable customers returned to my page," 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 sounds like you are referring to the review by [redacted] J. 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 "from a competitor"; however, based on what we see in the review, we can't confirm that the user has a conflict of interest with the business. You also stated that you "have proof not a customer," but as frustrating as it may sound, we don't take the place of a court of law and make evidentiary determinations. 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, we want to address your comment, "when my fully paid contract was up, and I did cancel, Yelp put the bogus review as the first listing that comes up when you google 'vapor shops in Henderson.'" Please note that we cannot control what gets displayed on Google search. That said, please keep in mind that results in Google do change over time, so the content in question may change eventually.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In paragraph 2 above, Yelp states that they "cannot manually override the software to recommend or not recommend a review", which is A LIE! They have in fact removed a review manually for me once before. It was a review that I flagged as inappropriate (it was from a child), and after reviewing, Yelp manually removed it. Moreover, Yelp has stated to me that the software looks at how long the reviewer has had a Yelp account, and how many other reviews they have done. Well, mine was "[redacted]'s" first and only review. Yet, other REAL CUSTOMERS reviews of my store were removed (17 in all) and they had done several reviews and been active on Yelp. You have to ask why 17 of my 5-star good reviews were removed, and yet 1 and only 1 bad review was not removed.
This slanderous review is promoting the competition by slamming my business with many lies that are all over the board - without ever stepping foot in my store. Most bad reviews list only 1 or 2 reasons for being dissatisfied, however this reviewer has cited as many negatives as he could possibly invent, with absolutely no basis in fact. I had written to the reviewer immediately after it was posted, trying to get more information about his claims and offering to resolve his problems. He did not acknowledge my attempts, further proving that he is not a real customer... who wouldn't want free replacements if in fact he did have a real problem with us? No, this person was just broadly slamming us, and telling all of our potential customers to "go to competition's name".
I again request to have this review removed, and return the 17 HONEST CUSTOMER reviews to my page.
Final Business Response /* (4000, 9, 2015/07/09) */
Hi [redacted],
Thank you for your response.
You wrote, "Yelp states that they 'cannot manually override the software to recommend or not recommend a review', which is A LIE! They have in fact removed a review manually for me once before. It was a review that I flagged as inappropriate (it was from a child), and after reviewing, Yelp manually removed it." To clarify, if a review is brought to the attention of the Yelp Support team and is found to fall outside our Content Guidelines, the Yelp Support team will take appropriate action, such as removing the review. However, please note the action that the Yelp Support team takes is separate from actions taken by Yelp's automated recommendation software.
It sounds as though you don't accept our explanation of the recommendation software, but we can only stand by our previous statements. Yelp's recommendation software is an automated algorithm that attempts to weed out less reliable reviews while showcasing more reliable ones. This means that when reviews are posted to your listing, not all of them will make the cut. We acknowledge that even some legitimate reviews will not be recommended, but we still believe that the software as a whole makes our site more trustworthy and useful to consumers.
As indicated in our prior response, the recommendation software is automated to help avoid the potential for human bias inherent in individual decision-making: we cannot reverse the software's decisions, either to suppress an active review or to restore one that isn't recommended. But once again, the system is not static reviews may come and go as the recommendation software picks up new information.
We do understand the recommendation software can be frustrating at times, and your feedback is appreciated. When it comes down to it, all review sites face the same challenge: how to identify 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.
With regards to [redacted] J's review, you have again stated that this review "is not from a real customer" 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.
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.
Final Consumer Response /* (4200, 11, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Which is it, "we cannot reverse the software's decisions" or "the Yelp Support team will take appropriate action, such as removing the review"???
Again, I can PROVE that the positive reviews that your "software program" removed from my site are REAL CUSTOMERS. I can also PROVE that the negative review ([redacted]) that promotes my competitor's store BY NAME on my page is bogus - he was never in my store.
WHY have you chosen to delete MOST of my good reviews? By phone, I was told it was because they were from a "new" Yelp user, but "new" users' reviews stay on my competitor's pages, and yet many of my seasoned yelp users' reviews were deleted from my page. MOST of my honest, good reviews have been deleted, but you kept the ONE bad / bogus one. Oddly, it was HIS first review, too!!! I can't help but feel you were biased in that decision, and I DON'T accept your response.

Complaint: [redacted]I am rejecting this response because:
It is unfair and not right. With what you are saying I can go in on my competitors  or anyone I just don't like and give a bad review...just because I act like I had a bad experience. Yet I have seen some of our real clients give us a positive review and you reject it. This is the reason I will never give you a penny of my money when ya'll contact me wanting me to do business with you. I am asking you again to change your policy or at least do it right. I am not the only person who feels this way, I have seen reports of many reputable businesses that are harmed by your unfair policy. It would not be that hard to correct this. My time is valuable and I have spent much time to get this corrected....Do you think if what I have said isn't true, that I would waste my valuable time trying to get this ratified. I again am asking you to reconsider this case and do what is right. Sincerely,Judi [redacted]

Hi [redacted],Thank you for your response. We appreciate your feedback regarding our advertising program and representatives, and will forward your concerns to the appropriate parties.You wrote, "Price per click was advertised at $6.5 in the beginning. I see that yelp changes that price every month to just have costumers reach/exceed their monthly budget depending on how many click they receive. Even though number of the clicks are different it will be still $150 in my example for a month." While you may have been given an estimated price per click during the sign up process, it's important to keep in mind that the price you pay per click is based on competition and relevance and will therefore vary. However, 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.For a video explanation of how our CPC ads work, please visit: [redacted]Regards,[redacted]Yelp Inc.

Hi Richard,Thanks for the feedback. All review sites face the same challenge: how to identify the most reliable and useful content amongst the millions of submitted reviews. It's no easy task, and while we think we do a pretty good job at it, there’s always room for improvement.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.Please keep in mind that users can see reviews that aren't currently recommended by clicking on the link at the bottom of each business page. With regards to your comment, "Yelp blocks the visible star rating so at first glance the public cannot tell if the review is positive or negative unless you read each one," the stars on reviews that are not currently recommended are dark gray, so a 5 star review will appear with five dark gray stars, a 4 star review will appear with four dark gray stars and one light gray star, and so on.Additionally, please keep in mind that you do have a voice on Yelp. You can send direct messages or post public responses to reviews of your business by logging in to your Business Account at [redacted]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. Regards,HelenYelp Inc.

Initial Business Response /* (1000, 5, 2015/11/20) */
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 the pricing of your advertising program. According to our...

records, you signed up for an advertising program with $100 monthly fixed costs plus up to $700 monthly variable costs, for a monthly maximum of $800. The monthly fixed costs were for your enhanced profile, which included features such as competitor ad removal and a photo slideshow. Your advertising program was a cost per click (CPC) program and your monthly cost per click budget cap was set at $700, which means you were only charged when someone clicked on your ad and you agreed to pay up to $700 a month for those ad clicks. If you did not reach your monthly budget cap, you would only be charged for the ad clicks you received plus your enhanced profile. 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. Your advertising program is billed in arrears.
With regards to your comment, "the first month was $130. but the second month it whopping $800.00," we want to clarify that the $129.04 you were charged on September 1, 2015 was not for a complete month's worth of advertising, as your advertising program began August 27, 2015.
We are sorry to hear you are 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.
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.

Complaint: [redacted]I am rejecting this response because: yelp is allowing violations of its own terms of service.  Additionally [redacted] is attempting to extort money for removal of review and this is and yelp is aware of this and does nothingSincerely,[redacted]

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns.You wrote, "I posted a review on yelp and they removed. My review was one star for the business [redacted] The business I reviewed contacted them and they removed my review." If...

a review is not appearing on the main Yelp listing of a business, it would be for one of three reasons: the review is currently not recommended by Yelp's automated recommendation software (which affects both positive and negative reviews); the review was found to be in violation of our Content Guidelines or Terms of Service and has been manually removed by the Yelp Support team; or the user elected to remove the review him/herself.In this case, it looks like your review of [redacted] is not currently included among the Recommended Reviews for the business. 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: [redacted]With regards to your comment, "the same business has people that are related to the dentist posting positive reviews and they do not remove those," if you believe a review violates Yelp's Content Guidelines ([redacted]), you can report the content by clicking the flag icon next to it. You'll need to be logged in to your account in order to view the flag icon.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. Each case will be reviewed by our team in the order it was received. Typically, you will receive a response to your report within a few business days. If you don't believe you've received our response, please be sure to check all email and spam folders (you may want to add [redacted] to your contact list).For instructions on how to report content, please visit: [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].You expressed concern with the review by [redacted]. Our team has taken a second look at the review, but 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.We also want to address your comment, "They don't even have a phone number!" While our Yelp Support team doesn't offer phone based support, they do provide email based support through our Support Center ([redacted]). 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.Finally, if you no longer wish to be contacted by our Sales team, please let us know.Regards,[redacted]Yelp Inc.

Hi Glenna,Thank you for your response.To clarify, our records indicate Caitlin was able to leave a voicemail on the business line,[redacted]. Additionally, please note that Caitlin has confirmed to us that the charges will stand. For further assistance with the outstanding balance, including to discuss the possibility of alternate payment arrangements, please contact our finance department directly by calling [redacted] between 9am and 5pm PT. Regards,HelenYelp 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 you were billed on January 1, 2017. 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. As you noted, your advertising program was terminated on December 28, 2016, and we want to clarify that he charge you saw on January 1, 2017 was for the advertising services you received December 1 - 28, 2016.Additionally, according to our records, the Yelp Confirmation emails an account manager, Happy, sent you on November 30 and December 14, 2016, indicated that there may be additional balances owed: "Please note that this email does not represent your final statement. Depending on your program type there may be final payments or outstanding balances owed."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've forwarded your message to the appropriate parties, and a manager, [redacted], reached out to you by phone 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 clicks on your ad impression. You were also paying for an enhanced profile (which included features such as competitor ad removal and a photo slideshow), call tracking, and a featured video.As advertising services have been delivered in accordance with your advertising agreement, we will not be able to waive the outstanding balance of $1,416.97 for advertising services delivered June 1 - August 12, 2016. However, we did not collect the early termination fee. Additionally, as you may recall from your conversation with [redacted], our finance department can assist you with setting up a payment plan. You can reach our finance department at ([redacted]Regards,[redacted]Yelp Inc.

Hi Scott,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for The Law Office of Scott J. McWilliams. You expressed concern with a review. It looks like you are referring to the review by Lauren D., which you recently...

reported. We see a firsthand consumer experience as an event when someone interacts with a business, regardless of whether he or she completes a financial transaction, and will generally allow reviews that describe experiences like this to remain in place.Additionally, the only people who can speak authoritatively to a situation are the people who were there when it happened, so our moderators aren't in a position to take sides when factual accounts differ. As long as a review appears to reflect the reviewer's personal experiences and opinions, we'll generally allow them to stand behind their review. Our moderators generally aren't able to consider outside information or arbitrate disputes, if there's a disagreement over the facts of a situation.Please be assured that we've evaluated the content of Lauren D.'s review and are allowing the user to stand behind their review. We're unable assist you further in this matter.Regards,HelenYelp Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)I am pleased that the review was taken down. However, I'm utterly disappointed that Yelp failed to respond to my numerous requests to take down racially derogatory content for several weeks after I had provided notice of it and pointed out that it violated Yelp's policies. It wasn't until I filed a Revdex.com complaint that the review was taken down. There was an approximate 30 day window or more of time that I was defamed and my business harmed because Yelp allowed the content to stay on the Yelp site and the Internet. Potential clients and other viewers were able to see it which caused me harm.

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 advertising program for [redacted] - [redacted]
We've been in touch with your account manager, [redacted] and she has...

let us know that she received a voicemail and email from you on May 5, which was the same day you filed this Revdex.com complaint. As you may recall from the conversation you had with Amber on May 7, your advertising program has been terminated and you are being refunded a total of $650 for the ads that ran in April and May.
Regards,
[redacted]
Yelp Inc.