Yelp.com

Hi [redacted]Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted]We are sorry to hear you 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. When advertising with a Cost Per Click program, you are electing to pay every time a user clicks on your ad impression. You are also paying for an enhanced profile, which includes features such as competitor ad removal and a photo slideshow.Additionally, we also want to clarify that ad clicks and Customer Leads are separate entities of information.An ad click is when a person clicks on your business's Yelp ad. When a user is searching on Yelp for a business in a certain area, we do our best to provide that user with a Yelp Ad applicable to their search. Yelp Ads appear above the natural search results, as well as on your competitors' business pages. The Yelp Ad is differentiated from the natural search results by a yellow border, and has the notation "Ad" in next to the business name. Clicking on your ad impression will take the user to your business page on Yelp, and you are only being charged when someone clicks on your ad.Once a user is on your business page (regardless of whether they found it through an ad impression or through another means, such as our natural search results), additional actions they take while on your page may appear in the Customer Leads and Activity Feed sections of your Business Account. Customer Leads are intended to show you how our users are adding and accessing information located in your Yelp business page after they've landed on the page. For example, Customer Leads activity includes mobile calls, directions, user uploaded photos, clicks to your website, Call to Action clicks, and bookmarks. Finally, we wanted to let you know that we have forwarded your message to the appropriate parties for their consideration, and it looks like our account management team will be reaching out to you soon.Regards,[redacted]Yelp Inc.

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

punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertise. We understand there are some misconceptions about this, so we invite you to visit [redacted] to learn more.If you believe, however, that an individual has provided you with different information, we would like to investigate further. To that end, please provide us with the name of the individual whom you spoke with, their phone number, and the date and time of your conversation with them, if known.As you may have read, the goal of Yelp's recommendation software is to showcase more reliable content. The recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviews. 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]You also wrote, "One of the 2 , 1 star reviews is clearly a bogus complaint which I reported to them." It looks like you are referring to the review by [redacted]. We have taken a second look at this review but, after careful consideration, we reached the same conclusion as before and are unable to remove the review. 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.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 [redacted]We are sorry to hear you were not satisfied with your advertising campaign. To be clear, while the goal of advertising on Yelp is to drive more traffic to the...

business page, which may ultimately result in more customers, it is important to keep in mind that results are not guaranteed.To clarify, you signed up for an advertising program with $125 monthly fixed costs plus a monthly ad click budget of $475, for a monthly maximum of $600. The monthly fixed costs are for your enhanced profile, featured video, and call tracking features. Your advertising package includes a cost per click (CPC) program and your monthly ad click budget is set at $475, which means you are charged when someone clicks on your ad and you agreed to pay up to $475 a month for those ad clicks. 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.We appreciate your feedback, and have forwarded your concerns to the appropriate parties. As you may recall, an account manager, [redacted] reached out to you today by voicemail and email to discuss your concerns. It looks like your advertising program is currently set to cancel as of May 10, 2017, and the early termination fee will be waived. Please feel free to reach out to [redacted] if you have further questions or concerns.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/11/12) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page for [redacted] Center.
You expressed concern with [redacted] R's review. It looks like you reported this...

review to Yelp on the same day you filed this Revdex.com complaint. As you may recall from the message you've received from the Yelp Support team, we've removed the review by [redacted] R because it falls outside our Content Guidelines.
Regards,
[redacted]
Yelp Inc.

Initial Business Response /* (1000, 5, 2015/06/30) */
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 you have not been able to access your Business Account, stating, "yelp...

blocked our log in information so we can not reply to comments." Please note that the Business Account for [redacted] is still open, so you should be able to log in at https://biz.yelp.com
If you've forgotten the password ** your Business Account you can reset it by visiting https://biz.yelp.com/forgot. Once you've submitted your email address, you should receive an email message from us with instructions to reset your password [redacted] regain access to your account.
If you don't receive this message in your inbox, be sure that it didn't end up in your spam folder. You might want to add [redacted]@yelp.com to your contacts so that it reaches your inbox. If you also have a personal user account, be sure you're submitting the email address you used to create your Business Account.
Once you've logged in to your Business Account at https://biz.yelp.com/, you can respond to reviews by clicking on the "Reviews" link in the left-hand sidebar and then clicking "Send Private Message" or "Add Public Comment" below the specific review. Please note that in order to message users or publicly comment using your Business Account, we require business owners to upload a photo of themselves. Once you've uploaded the photo and it has been approved by our staff, this function will be enabled on your account. For guidance on using your Business Account, check out https://biz.yelp.com/support/using_business_account
We also 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.
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
You also wrote, "Yelp are allowing false information about our small business to be posted." If you believe a review violates Yelp's Content Guidelines (http://www.yelp.com/guidelines), 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. For instructions on how to report content, please visit: http://www.yelp-support.com/article/How-do-I-report-a-review?l=en_US.
If you have already received an email from us about our decision to remove or leave up content you reported, please know that our team carefully evaluates each report we receive before we come to a final decision. If you would still like us to take a second look, you can submit a new inquiry by providing the case number (this is provided in our previously emailed response to the content you flagged) here: http://www.yelp-support.com/article/Can-I-request-a-second-evaluation-of-somethi...⇄ /> Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi [redacted],
You are missing my point. I did not say that I am having a problem accessing to my yelp account. What I said was that any time I am long in to my account and I wanted to respond to incorrect comments yelp is blocking my respond due to that it requires and image log in. I don't know why?
I did not forget my business account password. Again, once I logged in to my account successful. I am not able to respond on anything. The page is blocking me to respond to any comments in the past and still is doing the same.
You stated that (we require business owners to upload a photo of themselves) I uploaded many times a pictures of me or our business logo while still log in to our page. Once Again, yelp blocks my comments due to an image issue and sends me auto reply that says we will look in to the image changes. Few weeks later I will get another email from yelp that says your changes have been denied. If I am log in to our account why do I have to be denied to write and respond on comments?
In my opinion, I think we only had issue after we stop advertising with yelp. For example, we have been in business for 32 years and no complains. I am sure yelp was not there that long. How come we only notice and have issues after we stop advertising? With regards to your so call yelp recommendation software it also blocks all of our good reviews from customers that experienced our service. On my earlier emails directed to yelp customer service, I consistently complained about your software and how it is incorrect. I attached reservation from one of our customer that the software rejected his view even though, he got service from us. I just don't understand what the logic behind protection and integrity is when you rejecting reviews from customers who wants to post their experience with us. You are right we can click and flag an item but what is the Use of it when you send me auto reply that says we will look in to the issue. Few weeks later I will get another email from yelp that says we did not agree with you and we denied. I received an emails from yelp about their decision to remove or leave up content that I flagged and reported but there was never been one issue where yelp agreed with me the small business owner. With all the links highlighted with your respond not one link that you provided answer complains in regard to why you put our good comments under tittle called not recommended review.
Moving forward, I think it will be in good faith effort to have our current good comments from customers not be posted under the tittle called not recommended review. This creates doubt and confuses our future potential customers.
Final Business Response /* (4000, 9, 2015/07/14) */
Hi [redacted],
Thank you for your response.
You wrote, "any time I am long in to my account and I wanted to respond to incorrect comments yelp is blocking my respond due to that it requires and image log in." We require a photo showing your face to keep interactions between consumers and business owners as personalized as possible. We've also found that reviewers are much more receptive to dialogue when they can attach a face to their interactions.
We understand that uploading a real photo may not be for everyone, and we can certainly respect that, however if you would like to use the messaging or public commenting features of your Business Account, you will need to provide us with a real photo rather than a logo.
With regards to your comment, "I think we only had issue after we stop advertising with yelp," we want to reiterate with respect to reviews, paying businesses have absolutely no advantage. The 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 suppress 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.
You also wrote, "With all the links highlighted with your respond not one link that you provided answer complains in regard to why you put our good comments under tittle called not recommended review." Please note we don't go into detail as to why a review is or is not recommended. We intentionally make the recommendation software difficult to reverse engineer otherwise, we would be overrun by reviews written by people hoping to game the system. So while it may be tough to decipher how the recommendation software works, the rules are actually the same for every business and every review.
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 [redacted],Thank you for writing regarding your business page for [redacted].You expressed concern with the order of the reviews. The default order is called Yelp Sort, and it attempts to show reviews that help consumers make informed decisions. For example, the first review displayed for a business...

will be one that reflects the average star rating of the recommended reviews of a business. The order is determined by recency, user voting, and other review quality factors, which is why an older review may appear before a newer one. Keep in mind when viewing a business a user can sort the reviews in a few other ways -- by date, star rating, and those written by [redacted].We also 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 htt[redacted] and [redacted] 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: [redacted]Regards,[redacted]Yelp Inc.

Complaint: [redacted]I am rejecting this response because:
 
Dear [redacted]/ Yelp Team
 
Thank you for replying through Revdex.com. As you said "the system is not static--reviews may become
recommended or not recommended over time". Here in this case, its been over 14 months that the reviews have not been
recommended.
 
If Yelp software is not accepting any of these 7 legitimate reviews from 14 months, this means the Yelp software is
 malfunctioning and severely affecting my future sales.
 
Request you to kindly fix the software and show atleast some good reviews. Or if Yelp software cannot show Complete Truth
to Public, then please delete this business page from Yelp.
 
And if neither of these two options is acceptable, then it will be a harassment to us and deceiving to Public.
 
 
Best Regards
[redacted]

This is ridicules, I have repeat customers that you can speak with and that I can send you pictures of the jobs we completed at there houses. This is slander, I will be filing a law suit!Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Hi [redacted],Thank you for your response. You have again asked 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." [redacted]Regards,[redacted]Yelp 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 [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. 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.

Hi Ryan,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Shepherd Electric. We've forwarded your message to the appropriate parties. As you may recall, Caitlin reached out to you by voicemail on December 19, 2017 to...

confirm that the charges will stand. While it appears you were in touch with a sales rep who walked you through signing up for Yelp ads, ultimately, your advertising program was a self-serve program, which means that ads are turned on and off the business through the Yelp for Business Owners Account. Our records indicate you signed up for a self-serve Cost Per Click program and put a credit card on file on November 13, 2017. 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. Please note that you had to input your credit card information yourself during the checkout process. 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."You ended your advertising program on December 12, 2017. As advertising services have been delivered in accordance with the Terms [redacted] you agreed to, we will not be able to waive the outstanding balance of $236.32 for advertising services delivered in December. Because your program is billed in arrears, you should expect to see a final charge on January 1, 2018 for the advertising services you received in December. Once this amount is collected, you will not incur further charges. 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 business page for [redacted].You expressed concern with [redacted] K.'s review. We understand that a negative review about an experience you don't recognize is very frustrating. However,...

based on what we can see in the review and the information at hand, we weren’t able to confirm that this review is on the wrong business page.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.You also expressed concern that the business name is incorrect. Our moderators need to be able to independently verify each name 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. We want Yelp business pages to be simple, accurate, and generally reflective of the way consumers recognize a business. If you believe the business name is incorrect, please submit the change following the instructions given here ([redacted]) with an explanation (and any useful links; ie: website, [redacted] page) to help our moderators verify this information.Regards,[redacted]Yelp Inc.

Complaint: [redacted]I am rejecting this response because: This is the same reply they give us when we call them, "It's Our System That Auto Manages Reviews". We keep going in circles, if you read all the complaints against Yelp you would see that the majority of clients have this same problem. What's that response? "WE CAN'T DO ANYTHING ABOUT IT, BUT LET ME SHOW YOU HOW YOU CAN ADVERTISE TO IMPROVE YOUR RATING." Makes you wonder what they're after, happy clients or making money at whatever the cost. If the system is the problem, fix the system, it's your system. I do not remember the name of the lady I spoke to but honestly, if you call Yelp right now the person who answers will try to sell you on advertising to "Improve Your Rating". When simply, they can let reviews speak for themselves. Then, Yelp would do what it says it does "Voice The Customer's Opinion." Sooner or later a company will come to existence that listens to both the clients and their customers, and Yelp will be out the door. Really dissatisfied with their response.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've forwarded your message to the appropriate parties. As you may recall, a manager, [redacted], has reached out to discuss your concerns, and it...

looks like she has offered you a refund of $75 for the enhanced profile feature. Additionally, we have waived the remaining balance of $25.17 that was for advertising services delivered April 1 - 2, 2016.We hope you will continue to take advantage of the free features available to you on your business account to engage with the Yelp community. For guidance, please visit [redacted]Regards,[redacted]Yelp Inc.

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

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted]We first want to be clear that there is no relationship between reviews and anything having to do with Yelp Ads or the Yelp...

Ads sales process. Businesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertise. We understand there are some misconceptions about this, so we invite you to visit [redacted] to learn more.With regards to your 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 also important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviews.Additionally, you expressed concern that some reviews went from recommended to not currently recommended. Please understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a review. However, the system is not static -- reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.To learn more about recommended reviews, please visit: [redacted]We are also 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. As noted in your contract, you signed up for a cost-per-click auction-based auto-bidding program, which means that Yelp delivered a variable and unguaranteed number of ad impressions, and that you elected to pay every time a user clicked on your ad impression. You were also paying for an enhanced profile and a featured video.With regards to the cost per click, as noted in your contract, you agreed to allow Yelp to set the bid price per click to keep you competitive in the market. While your sales representative may have given you an estimated price per click, it's important to keep in mind that the price will fluctuate up or down depending on competition, relevance, and other factors. However, it will always be the lowest price possible to win the click. We also want to address your comment, "They would not cancelled my campaign. They made me pay them for another 850 dollars for another month." It sounds as though you may be referring to our requirement for 30 days written notice to your account management contact if you wish to terminate your advertising program. This policy was noted in the advertising agreement you signed, and since you provided your cancellation request on July 5, 2016, your advertising program was terminated on August 5, 2016.We've forwarded your message to the appropriate parties for their consideration, but at this time it appears that advertising services were delivered in accordance with your contract, so we will not be able to offer you a refund. Because your program is billed in arrears, you will see a final charge on September 1, 2016 for advertising services delivered from August 1 - 5, 2016. Thanks for understanding.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/10/29) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns.
It looks like your Yelp for Business Owners Account access to Ray's Slots has been removed per your request.
With regards to your concern...

with the menu, to display Full Menus on Yelp's business pages, Yelp has partnered with the following menu data providers: Eat24, Locu, and SinglePlatform. This feature is automatically enabled on Yelp when a partner provides us with a digital version of the business's menu. In this case, it looks like the menu data was provided by Eat24, so we suggest you contact Eat24 directly at [redacted]@eat24.com with your concerns.
Additionally, we appreciate you bringing your concerns regarding your sales representative to our attention. We'll be sure to forward your note along to the appropriate parties.
Regards,
[redacted]
Yelp Inc.

Initial Business Response /* (1000, 5, 2015/06/25) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for ** Beauty Salon.
We appreciate your feedback regarding your account managers and have forwarded your...

message to the appropriate parties. It appears that in February you and an account manager, **, discussed your options if you wanted to cancel your advertising program. Please note that we require notification on or before the 15th of the month in order to to terminate advertising at the end of that month. If you provide notice after the 15th of the month, then the advertising program will terminate at the end of the following month. It looks like you confirmed in late February that you wanted to cancel your ads, so your ads should have been cancelled at the end of March. However, as you noted, your ads actually ran through April, so we will be writing off $500 of the outstanding balance.
With regards to your concerns about the early termination fee, please note that early termination is subject to a fee per the terms of your contract. In your case, the early termination fee is $1,000. Thanks for understanding.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response, but it is woefully inadequate. I reviewed my emails with ** and I was clear that I wanted to cancel my advertising. I do not agree to paying an extra $500 for March when I asked for cancellation and explained that my business is in distress to multiple people at Yelp.
In addition, it appears the early termination fee of $1000 is something I cannot pay at this time due to distress. I may be able to make partial payment, but was told that if my business shuts down then the fee is waived. It is very likely that in the next month or two I will need to shut my business down, as it looks unlikely that I can renew my lease. At this time, I can agree to pay $250 to resolve this now, but am unable to pay more.
Final Business Response /* (4000, 9, 2015/07/26) */
Hi [redacted],
Thank you for writing back.
As noted previously, in order to cancel ads, a request must be received in writing before the 15th of the month in order for the cancellation request to take effect at the end of that same month. If a request is received after the 15th, the cancellation will take effect at the end of the following month. We do not appear to have a record of a written request to cancel ads prior to February 15, which is why your ads continued through March. (Due to an error, it appears ads also continued through April, but as noted in our previous response, we have waived the amount due for ads delivered in April.)
Regarding your comment that you "explained that my business is in distress to multiple people at Yelp," it appears your account manager addressed your concerns regarding the early termination fee (ETF) in an email back on February 24:
"[redacted], thanks for the response, as I explained, I can waive the ETF once you are out of business at the end of April, If I cancel you now your still would be charged for the month of March and you would be charged for the month of March. I can't do both waive your monthly and your ETF. Please reach out to if you need any further clarification."
At this time, we note that your business still appears to be in operation, and we certainly wish you the best.
Regards,
[redacted]
Yelp Inc.

Hi [redacted]Thank you for writing. We are glad to have this opportunity to address your concerns regarding the sales calls you were receiving regarding your business page for The [redacted] on Yelp.We've gone ahead and confirmed with 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 [redacted]Regards,[redacted]Yelp Inc.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted]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:[redacted]Regards,[redacted]Yelp Inc.