ComplaintsforYellow Pages

• Initial Complaint

  28/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I worked with a sales agent to purchase 4 months of advertising for $350 per month. I had a fixed amount of $1400 to spend as I had received a grant from the government and would otherwise not be able to afford advertising. We agreed on a 4 month term. The marketing agreement that I was sent indicated a service date of 4 months. There was no "initial term" or "variable term" or "renewable term" on the agreement. There was only service start and end dates. I also emailed the sales agent and clearly stated that the service was to end in March. I was then charged another $1400 after the service end date. Upon contacting the company they replied that I needed to cancel my agreement 45 days prior to it ending, despite there being no indication on the contract that it was renewable. Also, I did not provide a pre-authorization agreement for any money to be debited from my credit card after the end date of service. I called to resolve to which they replied my email stating "$350 for 4 months - ending in March" was not acceptable. Their contract to me had zero mention of "renewable" or "renewing".

  Business response

  28/03/2024

  Hi , 

  as per our investigation and the emails we got. We are able to cancel the renewal contract as of march 22 2024 for the 4 month contract. I will process the cancel today , please wait for the april 2024 invoice to see my credits and cancelations. 

   

  Thank you 

  Best regards. 

• Initial Complaint

  16/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* ********* * ********* In March 2023, I received a call from Yellow Pages offering me a Google optimization service for $50 per month to improve the ranking of my name in Google searches. However, in July 2023, another agent from Yellow Pages named *** contacted me with a different offer for multi-channel advertising on ******* ********* *** *********. He claimed that this service would boost my online presence and reach more customers. He proposed a monthly fee of $300 for a 12-month contract. I was hesitant, but he persuaded me to sign the contract, promising that another agent would follow up with me to set up my ads. Unfortunately, I never heard from any other agent, nor did I see any evidence of my ads being displayed on any of the platforms. The only thing I received from Yellow Pages was a monthly bill of $389.85, which was higher than the agreed amount. In November 2023, I decided to call Yellow Pages and ask for an explanation. I spoke with ****, who was unable to answer my questions or provide any proof of their service. Instead, she tried to sell me another offer for more optimization services. Two days later, **** called me back and told me that there was a mistake with my website link. She said that my website was not connected to their optimization service, and that was why I was not getting any results. I then requested to cancel my contract with Yellow Pages and get a refund for the charges. I felt that they had breached the contract and failed to deliver the service they had promised. In the last week of December 2023, I spoke with ******, I explained my situation and asked for a resolution. She told me that the reason I was not getting any results was because I was not connected to ******** or *********. I was even more disappointed and frustrated that they had not informed me of this requirement earlier, and that I had paid for five-six months of service without any follow-up or support. ****** said that she would investigate the matter and get back to me. However, after two weeks, she told me that she had no authority to cancel the service or issue a refund. She suggested that I switch to another service instead. I refused and insisted on speaking with a higher-level manager. After several calls, I finally managed to speak with ****** *********, who was supposed to be the highest authority at Yellow Pages. He took another two weeks to review my case and then offered me the ***e solution as ******. He did not acknowledge the shortcomings of their service or apologize for the inconvenience. He did not agree to cancel the service or refund the charges. I was very dissatisfied and unhappy with the way Yellow Pages handled my case. They wasted my time, money, and energy.

  Business response

  22/02/2024

  Your account issues have been reviewed once more and we have sent you several emails with instructions on how to accept the invite from Yellow Pages to link your social media page. However, we did not get any response so far.
  As for the website, according to the calls made with ****h, it seems like the issue came from your side and you had to fix it with your web masters.
  
  Needless to say, even if your ******** and ********* have not been connected, your campaign has been performing well since the start date, and it has been generating total monthly clicks well within the estimated range (between 97-410 per month).
  
  Due to these reasons, we are unable to justify any compensation credit regarding your services with Yellow Pages. You have agreed to a 12 months term and should you wish to cancel, the cancellation will be at the end of the current term on August 15 2024.
  
  Your account is already assigned to the ****** ********** *******, ******, and he will be the one in contact with you to confirm the cancellation.
  
  Should you have any questions, please feel free to contact our Customer Service line at **************.
  
  Best regards,
  
  Your Yellow Pages Team

  Customer response

  22/02/2024

  
  Complaint: 21304778
  
  I am rejecting this response because:
  Never received or seen that link to ******** or ********* which they are main business contract to have the ad on these platforms as they promised

  No one has contact me for the ad would be in these platforms as they promised, no follow ups, and only monthly charges and invoice been received from them.

  Non of these promises been met and refusing to cancel 
  Sincerely,
  ******* *********
  

  Business response

  01/03/2024

  Hello *******, 
  
  All the communications are sent to your email address ******************** . The first email regarding the ******** access was sent on August 15 2023, along with your welcoming email. Then a follow up / reminder email was sent again on September 8 2023. You are being send monthly reports showing how your campaign is performing and in each communications, there is a phone number to contact us if you have any questions. We received no calls from you until January 15 2024. 
  
  Please note that **** has been calling you several times form November 16 2023 to January 12 2024 to follow up and assist with your campaign. 
  
  As previously stated, your account is currently assigned to the ****** ********** *******, ******. You can address any of your concerns directly to him.

  Regards, 

  The Yellow Pages Team

• Initial Complaint

  25/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Yellow Pages regarding the unsatisfactory services and billing issues I have encountered as a customer. I engaged with Yellow Pages for two services, multiple directories for ********* ******* and ******* **** *****, and a multi-ads campaign for ********* *******. The commitment made by the account manager, ***** **********, was that a team of marketing experts would collaborate to run effective ads, with the assurance that the gained clients would offset the service costs. The reality has been far from the promises made. Despite numerous attempts to communicate concerns, there has been no resolution. The misalignment between reported numbers and actual performance of the ads has exacerbated the situation. Key Points of Concern: Unfulfilled Services: The marketing efforts resulted in zero gains, and the promised team of experts failed to rectify the issues despite my attempts to communicate concerns. Billing Irregularities: Despite a cancellation request on Sep 27, 2023, I continued to be billed. The new account manager, ****** *******, confirmed the cancellation but the billing persisted. Lack of Communication: Throughout the process, there has been inconsistent communication from Yellow Pages. Changes in account managers were not communicated, leading to further confusion. Threats of Legal Action: Despite the previously confirmed termination of services, I received an email on Jan 17, 2024, threatening legal action for an outstanding balance of $708.47. This situation has caused significant stress and financial strain on my business. I have attempted to collaborate and resolve issues with Yellow Pages without success. I kindly request the ****** ******** ******'s intervention to address these concerns promptly. Specifically, I seek assistance in rectifying billing discrepancies, terminating services, and ensuring that my account is closed without any outstanding balance.

  Business response

  06/02/2024

  Good Morning, 

   

  We have investigated the customer's complaint.  We cannot apply any credits to the account as we have verified the results of the multi channel campaign and the campaign was within all estimates of clicks/conversions.  Of course, as with all advertising, no guarantees can be made on results or customers gained. 

  Also, we have cancelled the contract for the Multi Channel ads on January 17 2024.  The contract could not be cancelled before then as we can only cancel at the renewal date of the initial term.  The contract had started on July 17 2023 for a 6 month term. 

  The outstanding balance on the account cannot be removed.  The customer is responsible. 

  Thank you 

  Customer response

  06/02/2024

  
  Complaint: 21200248
  
  I am rejecting this response because: They have been providing this response to me since September 2023. I gave multi-ads campaigns 2 months before I started reaching out to the account manager because I also understand marketing takes time to make a difference. Unfortunately my business suffered major losses as a result of it during that time because I was specifically told by the account manager to stop running my own ads.

  I've attempted on various occasions to flag to my account manager for multi-ads campaigns that the report that they are sharing with me regarding clicks/conversions doesn't make sense and it's not aligned with the actual numbers that we have encountered. I had asked him to show me the end to end customer behaviour for the ads that is being reported on and there was no explanation provided. Upon request from the account manager, I had also shared my own report with him to validate. All I received from him is that they are investigating but also agreed that we need to update the way the ads were set up. Since then, I haven't heard back him and was informed by another individual from Yellow Pages that the account manager is no longer with the company. 

  What I don't understand is why they are so adamant on holding me accountable to the contract for a service that they definitely promised would give me results but haven't made any effort to fix the underlying issues. I was more than willing to work with them to fix the issues but the account manager keeps changing so there is no consistency in managing my account. Knowledge/issue transfer keeps getting lost. Their response to this complaint clearly validates this. 

  As a customer, I expected a company like Yellow Pages to at least understand that there are some issues that need to be fixed and the service that I signed up for was intended to be an ongoing two way communication not a one time set up. Had the issues been worked on together with me, I would not be here filing a complaint even if I gained no clients from it.

  
  Sincerely,
  
  ***** *****

  Business response

  15/02/2024

  Hello, 

  Unfortunately, we cannot change the claim resolution.
  
  The above-mentioned, given that contract was signed and the client accepted the YP terms and condition, as it was mentioned in the prior email, the amount of clicks estimates has been reached.
  
  YP guaranteed the visibility and the traffic. However, we could not guarantee the campaign success, the latter is mentioned expressly at moment to sign the service, as well as is stated on or terms and conditions.
  
  For the  next step the client could contact our Legal department through his attorney.

   

  ************

   

  Thanks 

   

   

  Customer response

  15/02/2024

  
  Complaint: 21200248
  
  I am rejecting this response because:
  
  I’ve already provided a detailed explanation about my interactions with Yellow Pages and included that in my previous attachment. I’ve already explained that the clicks that they are claiming were generated were not accurate. Hence, I had already tried to work with the account manager from Yellow Pages to rectify the issue but nothing was ever resolved. The person wouldn’t respond for weeks and then a new account manager gets assigned who has no information about the previous interactions. The service was never delivered as promised. And it’s unfair to subject me to a contract when it was never met by the provider in the first place.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since the conception of our business (*** ********** ********) and the opening date of our business January 1, 2022, Yellow Pages has been taking my company to collections every year claiming that we are responsible for a debt that another company has incurred back in 2021 due to advertisements for *** ***** ****** **** *********, which I don't have access to as the advertising no longer exists. I have sent to Yellow pages the ISC reports of both my company and the indebted company, whom I have started the process of suing for the $300,000 owed to myself and the co-owner of our business for the unpaid labor from 2019. Every January I get phone calls from multiple collections agencies (usually who refuse to provide proof of their license to collect as legally obligated in accordance to the Collections Agents Act and the regulations of the FCAA) all claiming that we owe them for this other companies debts because we have the phone number which was recycled to us.

  Business response

  29/01/2024

  Dear ***********,

  Thank you for contacting Yellow Pages,

  Your account issues have been reviewed and a Claim has been opened on your behalf. 
  
  The Case Number is ********.
  
  I have spoken to the accounts recevable department and they have confirmed that they have received your ISC reports. I can now confirm that the old owner, for the company *** ***** ****** **** ********* is the one responsible for the outstanding balance. We have communicated with the collection agency to let them know of the investigation resolution. They will get in touch with Mr. ****. 

  If you have any questions, don't hesitate to contact our Customer Service line at **************.

  We apologise for the inconvenience this may have caused.

  ****** 
  Your Claims Team
  Yellow Pages
  * **************

• Initial Complaint

  18/10/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I am being told that I have entered into a contract that I cannot cancel and am being send demand notices for payment, today I recieved a phone call from ******* who advised that the matter will now be sent to collections. I had spoke with a supervisor ********* and agreed that I would pay for the services from the end of the last contract to the current date of our conversation, but they have now sent an invoice seeking payment to June 18, 2024. Yellow Pages had incorrect listing information that caused my fax to ring constantly. when I spoke with ******* she confirmed that the listing information they had was still wrong and provided an incorrect phone number, I have recently been advised that several social media outlets now have listed my personal cell phone number.

  Business response

  19/10/2023

  Good day, my name is ******* and I was able to investigate the account in regards of your complaint. In regards to the cancelation requested it will be processed by a client experience manager and her name is *****, she is assigned on your account to continue the procedure with you. However, as per the previous conversation you had with ******* , she did confirm and send you the contract requested and explained our terms and conditions regarding the cancel request and renewals.

  On my side, I have opened  a claim in reagards of the phone number listed incorrectly online and for that matter I will apply a 4 months credit at 100% ( june, july ,august and september 2023 invoices. ) for the fax number being listed instead of the business line. The online advertising has the right phone number listed as of september 29 2023. Please wait for the next invoice for the adjustments and a follow up from a client experience manager will be done shortly. 

  thank you 

  best regards,

  ******* 

  Customer response

  19/10/2023

  
  Complaint: 20748564
  
  I am rejecting this response because:  Yellow Pages had the wrong number listed for the company for a period longer than the 4 months, and I believe the duration of the incorrect listing by Yellow Pages was for the entire duration of the previous contract.  
  

  In addition I have reviewed the contract, I reside in Alberta and my business in Alberta, term 20 the contract confirms that "This Contract is governed by the laws applicable in the Ca*****n province where it is entered into" therefore I am protected by the The Consumer Protection Act of Alberta, this act protects consumers from unfair business practices before, during or after a consumer transaction. The legislation applies if: the consumer or supplier lives in Alberta. the offer or acceptance is made in or sent from Alberta.  The Yellow Pages are attempting to practice unfairly, and have not provided services that I expected would have increased by business, that has not happened due to the Yellow Pages own actions by wrongly providing incorrect contact information.  The Yellow Pages then presents a contract that prevents a customer at term 10 to terminate by stating "The client shall not unilaterally terminate this Contract".   In addition now the Yellow Pages are threatening to send my invoice to collections, which will negatively impact my business.
  
  Sincerely,
  
  **** ********

  Business response

  27/10/2023

  Hi, 

  As per my previous response , the credits have been applied and the cancelation can only be processed with a client experience manager and her name is *****. She will contact you shortly. 

  Thank you

  Customer response

  01/11/2023

  
  Complaint: 20748564
  
  I am rejecting this response because: I have not been contacted by anyone from Yellow Pages.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  31/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We received a marketing call from Yellowpages over two years ago and agreed to try the service. After 3 months we decided it was ineffective and called their customer service line to cancel our account. They assured us that it would not renew after our ‘term’ ended the following July. It did renew and I called them again and they said they have no record of us cancelling it and insisted that we had to pay for the whole next year as well as the new term had started. We called again and again. They sent us paperwork even to cancel it and gave us some department that would handle it. We did everything they asked and 3 years later, here we are still paying for it. They still claim every time we call that they have ‘no record’ of ever talking to us. We have paid them $1000’s at this point for absolutely nothing. Not one single customer has come from this Yellowpages ad. Our account is ********* and we want our account cancelled immediately, and our information removed from your system including from future marketing calls.

  Business response

  22/08/2023

  Hello

  The service on line is still active.

  
  The client  was informed about the cancellation procedure 23/06/2022 , email sent the same (Same date)
  
  The client  did not contacted YP in order to request the cancellation. (Renewal date is October 1st, 2023, deadline to request the cancellation September 1st, 2023).

  Please contact our customer care service at phone number **************,

   

  Thanks
  
  

  Customer response

  23/08/2023

  
  Complaint: 20399224
  
  I am rejecting this response because:

  I have called the number you have given me twice now and then been told that I’m being ‘transferred’ to customer retention but they are “in a meeting” and will call me back in a few days. What a joke.  The worst part is both operators told me I need to call the same number you gave me to reach the right department. I told them that is the number I called and I got them. They were both very surprised. Interesting.  I am stuck in a loop of Yellowpages making it impossible to reach the ‘right’ person and actually cancel the account. 
  

  I will not be satisfied until you go into the account yourself, and cancel it for us. 
  
  Sincerely,
  **** *****
  

  Business response

  24/08/2023

  Hello 

  Cancellation has been confirmed via email

  August 23rd, 2023.

   

  Hi ******,
  Thank you for having chosen Yellow Pages. We’re truly sorry to see you leave. 
  
  As per your request, your paid advertising agreement with Yellow Pages will end on October 1st 2023
  Your confirmation number is ***********
  
  As confirmed, you will continue to be billed monthly at your current rate until the end of your marketing agreement. Your last invoice will be sent on October 2023
  
  The good news is that, unless you’ve requested otherwise, your basic business profile will continue to be listed on ************** free of charge and you’ll still have access to your Yellow Pages for Business  account if you wish to update your free online listing.
  
  
  For any other questions regarding your account, including any billing questions, or if you would like to discuss about alternative marketing solutions, including social or search solutions, please feel free to contact our Customer Service Team at 1-844-875-4290, or our Billing Team at 1-877-909-9356, Monday to Friday, 8am to 8pm (EST).
  
  **** *****
  Customer experience team
  ext:
  ****************

• Initial Complaint

  18/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our accounts with YellowPages are ********* *** *********. We are "*** ******** ******" We have been receiving billing information for a competitor by a similar name; "*** ******** ****** **********" or "*** ******** ****** ********". We have tried to get our accounts unlinked for about 3 months now and the issue has worsened. We can now see our competitor's payment information. It is really frustrating because we have given all the information we can to get this issue resolved but all of the representatives we have spoken to hasnt given real positive change. We are still in contact with representatives and I reached out to them again this morning to let them know the issue worsened.

  Business response

  20/07/2023

  Hello,

   

  We did  not find any information in our database,

  Could you send us an account number or valid phone number?

  Thanks 

• Initial Complaint

  14/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  After being on the phone with a sales representative we agreed to a contract that I believed I would have to sign and return before it would take affect. After reviewing I realized it would be far too expensive so I contacted the sales rep to tell him I could not proceed but he insisted I give it a month. After said month with zero Leeds(still no signed contract) i again told him it was not working and I did not wish to proceed. After some back and forth I told them I can not afford it. And assumed it canceled do to the end of contact. Now almost 12 months later I have received a collection notification for services I did not receive and I found out they were sending invoices to an incorrect email giving me no notification until it went to collections and then somehow they found the correct e-mail. I have offered to pay a fare amount considering I received zero service from them and they refuse to make a agreement

  Business response

  20/07/2023

  
  
  
  Good day,
  
   we will need to know what date you requested to make the cancellation.
  
  the contract started on 06/12/2023. The cancellation request must have been made before this date.
  
  I checked the calls and unfortunately, I did not find a cancellation request before it went online.
  
  the contract is valid due to the voice signature.
  
  This claim is declined 

  Customer response

  20/07/2023

   
  Complaint: 20323326
  
  I am rejecting this response because:

  Hello as per your stipulation.
  
  
  “ the contract started on 06/12/2023. The cancellation request must have been made before this date.”
   Aside from your mistaken year (2022)
  
  
  My first request of cancellation was made 01/12/2022. Over the phone I requested for the first time a cancellation or a significant reduction in budget. Unfortunately I was told this conversation was over a cell phone so no recording was taken, however as you can see via text on 02/12/2022, I followed up asking if he had a response for me or if I could speak to someone else directly.(see attached screenshot) when he then ignored my request.
  
  
  My second request of cancellation was then threw text agin on 05/12/2022. (Still before your stipulated time frame) as you can see in the attached text I requested cancellation and even offered to pay a penalty before the add campaign was launched.
  
  
  I have attached text conversations between myself and your sales person as proof I complied to you terms of cancellation. I have also attached the number associated with your sales representative. 
  
  Sincerely,
  ****** ***
  

• Initial Complaint

  14/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yellow Pages posted my phone number, as a business number, for the phone number for a massive company. They did this incorrectly, and without my consent. This is causing me huge issues with the company they posted my number for. This is extremely unacceptable.

  Business response

  17/07/2023

  Hello,

   

  The phone number is already disconnected and the information removed from *****

   

  Customer response

  17/07/2023

  
  Complaint: 20321212
  
  I am rejecting this response because:
  

  i need the following in writing from you, Yellowpages:

  **** ******* did not create this listing, it was created on his behalf using his information found on the internet.

  I am facing a lawsuit, this will help prevent the lawsuit, please send me this write up to my email: *********************************

  
  Sincerely,
  
  **** *******

  Business response

  20/07/2023

  As I mentioned the listing has been removed from *****

  The business information is coming from phone provider who sent a service order to Yellow Pages in order to listed the business phone number.

   

  Regards, 

   

   

  Customer response

  20/07/2023

  
  Complaint: 20321212
  
  I am rejecting this response because:
  As I said, I need proof this was not me, my phone number is not the phone number for THE BILLION DOLLAR CORPORATION ********! You received incorrect information, so make this right and provide me clear proof to provide them, that proves you made this listing falsely, and without my consent. If you do not , you will be hearing from our lawyers.
  Sincerely,
  
  **** *******

• Initial Complaint

  11/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Back in October 2021 we cancelled our website subscription and contract with Yellow Pages. At that time, when we checked the website they hosted for us, it came back with a 404 ERROR WEBSITE NOT FOUND as the website was removed. Since then we have been with another provider. Then TODAY July 11, 2023, we were advised by a client that the website is BACK UP and now we have clients going to that site instead of our actual site. Not too sure how to rectify this, as now Yellow Pages has relaunched a website on our behalf that we have had NOTHING to do with, and they have launched it without any expressed permission from myself or the company owner. What course of action can we take, as Yellow Pages will not answer any of my calls or emails and we are getting complaints from our customers that we are not responding to their requests when they are going through this unauthorized site? Any assistance would be greatly appreciated.

  Business response

  24/07/2023

  Hello'

   

  I apologize for this situation.

  I already requested to our multimedia service to remove the DN *********************************

   

  Regards, 

  Customer response

  25/07/2023

  
  Complaint: 20306853
  
  I am rejecting this response because:

  This website was already removed in 2021 and was re-published WITHOUT OUR EXPRESSED AUTHORIZATION.

  This is a form of fraud and has cost my business a lot of lost potential revenue by these actions.

  Yellow Pages needs to be held accountable for these fraudulent actions that have happened repeatedly.
  

  
  Sincerely,
  
  ***** **********

  Business response

  26/07/2023

  Hello,

   

  The website was built by YP. However, we are not hosting this website.

  Ithis site and host it with another provider.

  
  **************************************************

  Yellow pages release the Domain name in April 2021. 

   

   

  Customer response

  26/07/2023

  
  Complaint: 20306853
  
  I am rejecting this response because:

  I have screen shot proof that it is built and created and hosted by yellow pages. it says it right on the bottom corner.
  

  Pictures on the website are the ones we provided to yellow pages in the beginning.

  This is fraud and unauthorized access period and is causing our business issues.

  Yellow pages needs to be held accountable for this gross misconduct of business practices.
  

  
  Sincerely,
  
  ***** **********

  Business response

  31/07/2023

  Sorry but this can not proof it is YP who is hosting and managing the site.
  
  I suspect someone copy the site and host it somewhere.
  
  In order to take down this site, client need to contact the current domain registrar.
  
  Registrar Info:
  ** *** ****** ****** ********* ****
  **************************
  
  Host:
  **************

  Customer response

  31/07/2023

  
  Complaint: 20306853
  
  I am rejecting this response because:

  After much research, i have found we are not the only business to have this done by yellow pages.

  Stop passing the buck and take responsibility for your actions. Yellow Pages has been reported to the proper media authorities as well as the ****** ******** ******.
  

  
  Sincerely,
  
  ***** **********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩