ComplaintsforYelp Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a local small business, Hurricane Seamless Gutters that Yelp shows as "Permanently Closed" on their search engine. I have requested several times for them to update their site to show as an active business. My business account with them does not reflect temporarily closed or permanently closed. I believe that they are doing this because I refuse to by ads from them. They harassed me for months and months to buy their ads and when I kept refusing, my business all of the sudden shows permanently closed. I would like them to restore to active, this is hurting my business and should not be allow, I have contacted them and requested several edits to show this is still an active business and have received no response.

  Business response

  07/10/2024

  Hi *****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding Hurricane Seamless Gutters.
  
  The business listing has been in search and open. If you still see the Permanently Closed banner on your end, we suggest you uninstall the Yelp app, restart your device, then reinstall the app, and also make sure your website browsers are up to date. Please attach a screenshot of the issue if the issue still persists.
  
  See you on Yelp!
  
  Regards,
  Jordan
  Yelp Inc.

  Customer response

  07/11/2024

   
  Complaint: 21967514
  
  I am rejecting this response because: I am using a computer to access this information and not an app on my phone. I provided a screenshot of the proof that you are showing my business as permanently closed. I have provided this once again.
  
  Sincerely,
  
  *************************

  Business response

  07/12/2024

  Hi *****,

  Thank you for writing back. 
  
  The attached photo doesn't contain the business information; on our end it appears to be a ********* Bing background. Could you provide the screenshot again, or a direct link? Do you see your business listing as closed on a search engine such as ******* Bing or on yelp.com? We've also attached a screenshot of your business listing on Yelp.

   

  Regards,
  Jordan
  Yelp Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our business opened a site on Yelp looking to advertise and Market. We found the amount of money to advertise in the turnover ratio too low. There is also businesses that are filing complaints under our company that we did not serve us. I have been attempting to list our business as temporarily closed but preferably to take it down off of this site completely. We have a family emergency where we cannot be open and the company's inability and lack of cooperation is affecting our reputation. They're insisting that we give them an alternate number that they can't list it as closed and they said that because they are a directory they refuse to just take our information down permanently which is what we ultimately want. When we called Yelp originally to buy marketing we were not informed that we were never allowed to take her information down. Yelp is affecting our business and our ability to reopen when we are able to. We just want our information off of your site I feel tricked into even signing up and they're saying they are a directory and are allowed to leave it up but this directory also gives reviews other websites that give business information take down phone numbers that are no longer valid or used for the business. If they will not delete our profile from their site then I will be seeking legal action because they are affecting our ability to earn money in the future

  Business response

  07/09/2024

  Hi *****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding Crafty ********* & Handyman. 
  
  While we allow users to submit changes, all submissions are still evaluated by our moderators to protect the integrity of the listing.
  
  Please provide links to public-facing sources or a photo of a physical business card with your current business information to verify the requested changes. Once this information is available we will re-evaluate and update your listing.
  
  Additionally, you asked for your business to be removed from Yelp; however, we don't remove business information. While some business owners might prefer to keep a lower profile, this kind of information is publicly available and its use is protected under the law. More importantly, we believe that the public benefits from sharing their experiences with local businesses.
  
  
  Thank you for understanding.
  
  Regards,
  Jordan
  Yelp Inc.

  Customer response

  07/10/2024

   
  Complaint: 21956716
  
  I am rejecting this response because: You did not address the entire issue.  Per my original email I explained that your business is not keeping an accurate listing.  You refuse to allow me to remove an inactive number unless I put in a bad number .  You also will not list it as temporarily closed which it is.  We are NOT closing our business but because we have two parents that are terminally ill at the same time we are unable to market.  Your inability to keep your directory with ACCURATE information is the reason for my request to delete our business from your profile.  If you were able to list proper information I would not be concerned.  But this will become a legal matter if you are forcing our business to be listed as open and accepting clients when it is not.  Customers get frustrated when they call and find we cannot help them because your site will not let us do anything but list it as open or closed for good. Your customer service team suggested putting in a fake number sending you proof from face book that it was changed and that way people would call and the number didn't work.  That's what YOUR office recommended . I understand you believe you are keeping a directory for public record, but this again in inaccurate information that is affecting our businesses reputation on a daily basis.  
  
  Sincerely,
  
  ***********************

  Business response

  07/10/2024

  Hi *****, 
  
  Thank you for writing back. 
  
  We've verified the listed business phone number from public-facing sources, such as your business Facebook.
  
  If you'd like to update a new phone number, please provide links to public-facing sources or a photo of a physical business card with your current business information to verify the requested changes. Once this information is available we will re-evaluate and update your listing.
  
  Additionally, if your business is closed for a short period of time and not providing services, you can **** it as temporarily closed through your business owner account. If you **** your business as temporarily closed your business page may appear lower in search results, but you will still be able to fully access and update your business account.
  
  For instruction of how to temporarily close your business listing, please visit: ********************************************************************************************************************************
  
  Regards,
  ******
  Yelp Inc.

  Customer response

  07/11/2024

   
  Complaint: 21956716
  
  I am rejecting this response because:  I have been repeatedly told by your customer service associates including this morning when I called regarding this response that the only way to list your business is closed or open there is no temporary option.  Since this business is closed I want to remove the number entirely.  If you insist on leaving a non working number (which is all I have) there is nothing I can do.  However, your information in this email is not correct.  Your associates claim it is not possible to list the business as temporarily closed and cannot walk me through the process.  If you cannot help me I will take your responses to an attorney.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I created a business page for my online business on:********************************************* then wanted to delete this information off their website because I found the business sneaky (they ended up charging me for services that I didn't sign up for) and because the website was difficult to use.I reached out to several people within the company about my concerns and they were ignored. When I finally got responses, they told me that they will not take down my information in their database due to the following reason: "Yelp publishes business information so that consumers can share their experiences about local businesses, and because the information is typically a matter of public record and public concern. Therefore we dont remove such information from the site. While we understand that some business owners might prefer to keep a low profile, its important (and a legal right) for consumers to be able to find and share helpful information about great local businesses."I don't understand how they have the legal right to retain this information in their database when, on sign-up, this was not explained, and given I have a right to privacy and data ownership for anything that's online (as that is my understanding), then how can they refuse this request? I'd like to understand what my rights are in this situation, because if at least I was clearly explained this on sign-up, I WOULDN'T have signed up for their yelp page. And now I have it up on there forever?Doing a quick ****** search on this company shows that I am not alone in the scammy nature of this company, and I have a personal and public concern on this matter. I would appreciate help or clarification on this situation.

  Business response

  07/02/2024

  Hello,

   

  We did not find any information about this claim on file.

  It seems that this is not a Yellow pages customer. 

  Could be possible to send us a YP customer number or invoice?

   

  Thanks

  Customer response

  07/02/2024

   
  Complaint: 21911479
  
  Thank you for your response.

  If you could help me figure out - is yelpbusiness part of yellow pages? 

  The account in issue is from this website: *************************************************;

  And my account registration email is ***********************

  Could you please clarify whether this business is part of yellow pages, as perhaps I am simply not submitting the complaint under the right business name or branch name. If it is part of your organization but perhaps in a different branch or group, I would appreciate you pointing me in the right direction.

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

  Business response

  07/04/2024

  Hello, 

  Yelp is not related with Yellow Pages.

  We are a different corporation. 

  You must contact them directly. 

   

  Best regards. 

  Business response

  07/11/2024

  Hi ****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page.
  
  Yelp publishes business information so that consumers can share their experiences about local businesses, and because the information is typically a matter of public record and public concern. Therefore we dont remove such information from the site.
  
  While we understand that some business owners might prefer to keep a low profile, its important (and a legal right) for consumers to be able to find and share helpful information about great local businesses.
  
  Although we cannot provide you with the resolution that you're seeking, we appreciate you taking the time to share your concerns.
  
  Regards,
  Lacey
  Yelp Inc.

  Customer response

  07/12/2024

   
  Complaint: 21911479
  
  I am rejecting this response because:

  This is not new information and is exactly the same information Yelp originally provided to me. As I requested, I'd like to understand the legal right this company has to keep my information on file (as there was no agreement signed that this information was clearly outlined on signing up for a yelp business page, I don't see how they have a legal right to own this information). If they explicitly noted that this was going to happen on sign-up, that's one thing. But they did not. This is a definition of shady and deceptive business practices. 

  If there is a data breach and this company has my information on file, I am fearful my personal information, including my credit card information, which they also refuse to delete off their files, will be released for everyone to see. 

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

  Business response

  07/16/2024

  Hi ****,
  
  Thank you for your response. We stand behind our previous responses.
  
  Please note Yelp's approach to business information can be found in our *************** ************************************************************************************************************************
  
  For more information about how to close your business account and how to request deletion of data associated with your business account, please visit our *************** ****************************************************************************************. Please keep in mind that closing a business account and requesting deletion of data does not remove the business page from Yelp.
  
  Regards,
  Lacey
  Yelp Inc.

  Customer response

  07/17/2024

  Better Business Bureau:
  
  Thanks to yelp for finally providing ACTUAL EVIDENCE to indicate there was at least something on their website to warn their customers that account pages would not be deleted off yelp. This information should be provided on SIGN-UP, given not everyone would review the support centre page before opening an account, and this would mean that they could start a page and never be able to take it off yelp's server - which is what happened to me. I still think that the fact that I have no say on the matter of my public personal information being shared is extremely inappropriate. Even government entities do not insist on such transparency, and every small business owner has a right to privacy.

  I will connect with the channels advised in your last response, but will be in touch again if there is no further traction.

  BBB - thank you for your help in this matter.

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

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yelp called me to sell me ad services. The agent was pushy and told me how much this would help my new small business. Once we got to the payment step I was very confused about how the pricing would work. The agent reassured me that I would be billed by cost per click. I clarified what that would mean, a dollar a click, 15 a click? The agent wouldnt give me a straight answer but reassured me that it would not go over the daily limit we set which was $15. So I figured for $15 a day it might be worth a shot and she reassured me I could cancel anytime. She also repeatedly told me about the $300 ad credit which was never applied.The ad ran and my first click was billed at $50. Upon seeing this charge I immediately canceled service as it was way too high. The following day after cancelling service I was charged for another $50 click that occured after cancelling service. To put this into contrast I'm running the same lead campaign on ******** ads and I'm being charged 0.23 cents a click. Ive since googled yelp reviews and their predatory and extortionist tactics seem common and they use deceit and lack of awareness to overcharge their customers for services not rendered.

  Business response

  07/11/2024

  Hi *****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for ******* Shed.
  
  Our records indicate on 6/25/24, you ran an advertising program with a $450 monthly Cost Per Click (CPC) budget (or a $15 per day average). You also included a promotional $120 monthly Page Upgrade Package (or a $4 per day average) for total charges of up to $570 per month. This monthly maximum was stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent when you signed up for this program. Your advertising program was also 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, and anytime you hit your billing threshold.
  
  Additionally, you redeemed a Yelp Boost promotion of up to an additional $900 in free Yelp ad clicks be applied over 3 months. Please note that this promotion was for an additional ad budget of up to $150, $300, and $450 each respective month, and not a discount on the services you signed up for.
  
  Your advertising campaign ended on 6/28/24. As advertising services have been delivered in accordance with the Terms (**********************************************************************************) you agreed to, we will not be able to offer you a refund. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, ****

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My names *** and my company is **************** LLC and I spoke to **** from Yelp on 6/07/2024 to cancel my free trial that they provided me and he confirmed that he cancelled the free trial but today on 7/02/2024 I was billed $93.24 to my debit card. Refund me right now as I did not sign up for any Yelp subscription and I will be filing a complaint with the ***** *** ************

  Business response

  07/03/2024

  Hi ***,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Valley Lawn Care.
  
  After review, our Customer Success team has approved a refund in the amount of $93.24.. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, Inc.
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yelp offered a $150 ad credit and said this would be credited towards our ad spend which we limited to $10/day.This would have meant a monthly spend total of $150.We have just been charged $480.Nowhere in the terms does it mention extra charges. When we set up the account in May there was no mention of additional charges.Their leads and metrics do not match up and are not transparent.In addition, their terminology is deliberately misleading, they use the term "Lead" when every other online advertiser and marketer call it an "Impression".

  Business response

  07/03/2024

  Hi ****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for The Med Spa.
  
  Our records indicate you redeemed a $150 promotional ad credit on 5/15/24. To redeem this credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put payment information on file. Our records indicate you signed up for an advertising program with a $300 monthly Cost Per Click budget (or a $10 per day average) for total charges of up to $300 per month. This monthly maximum was stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent you after you signed up for this program.
  
  You also redeemed a 14 day promotional trial for our Page Upgrade package. To redeem this promotional trial, you were required to also sign up for our $180 monthly Page Upgrade package (or a $6 per day average), bringing your total monthly charges to $480 per month.
  
  Your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners Account. If you only wanted to use your promotion, you would have needed to log in and end the programs once that credit was used. During your ad setup there were Q&As on the page explaining that you could stop your ads any time through the Yelp for Business Owners site. 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, and anytime you reach your billing threshold. Please note that your promotion was applied during these billing cycles.
  
  Your advertising campaign ended on 7/1/24. As advertising services have been delivered in accordance with the Terms (**********************************************************************************) you agreed to, we will not be able to offer you a refund. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, ****

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I spoke on the phone with a Yelp representative and I was told that I had a 300 for advertising credit and in no uncertain terms I would not be charged anything until I used that credit and that would take at least three weeks. Yelp started charging my card within 24 hours for 140$. I called back and they kept putting me on hold and would never take my call. I called the billing department and they told me to call customer success. Customer Success would just put me on hold and never picked up after 20 minutes on hold. When i initially spoke to a customer sale agent at **********************, I was very clear and asked if i would be charged for anything up front and they said no.

  Business response

  07/11/2024

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding Ocean Films.
  
  Our Customer Success Team is reviewing your account and will be getting back to you. With any questions, please reach out to them at ************.
  
  Regards,
  Daisy
  Yelp, ****

  Customer response

  07/12/2024

   
  Complaint: 21928661
  
  I am rejecting this response because: They have not reached out to me as they said they would.  ************ has a long history of lying throughout all of their operations. They told me in NO UNCERTAIN TERMS that I would not be charged AT ALL for the first 3 weeks. that was a lie.  Similarly, they have said they would reach out to me and they have not done so.
  
  Sincerely,
  
  *********************

  Business response

  07/15/2024

  Hi ******,
  
  Thank you for your response. Were sorry to hear about your continued frustration.
  
  After review, our Customer Success team has approved a profile credit in the amount of $71.20 and a refund in the amount of $146.45. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, ****

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally address an unauthorized charge that appeared on my account from ********************** on July 1st, 2024. Despite not approving this charge, I have made numerous attempts to resolve the issue by contacting Yelps customer service on the same day the charge occurred. Unfortunately, I have experienced prolonged waiting times without receiving any answers. Additionally, many of my calls have gone unanswered, leaving me frustrated and without any explanation or resolution. This lack of responsiveness, coupled with the unauthorized charge, is unacceptable, and I urge immediate action to resolve this matter.

  Business response

  07/03/2024

  Hi *****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for GlintSparkle.
  
  Our records indicate you redeemed a 30 day promotional trial for advertising on 6/4/24. To redeem the 30 day trial towards Yelp Cost Per Click ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put payment information on file. Our records indicate you signed up for an advertising program with a $330 monthly Cost Per Click budget (or a $11 per day average). You also included a $120 monthly Page Upgrade package (or a $4 per day average) for total charges of up to $450 per month. This monthly maximum was stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent you after you signed up for this program.
  
  Your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners Account. If you only wanted to use your trial, you would have needed to log in and end the programs once that trial was over. During your ad setup there were Q&As on the page explaining that you could stop your ads any time through the Yelp for Business Owners site and that you would continue to be charged for advertising services after the trial period. 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, and anytime you reach your billing threshold.
  
  Your advertising program ended on 7/1/24. As advertising services have been delivered in accordance with the Terms (**********************************************************************************) you agreed to, we will not be able to offer you a refund. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, ****

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attempted to reach Yelp customer support over the phone on five separate occasions to cancel our organization's advertising services. The wait time to speak to a representative exceeded 30 minutes, so I ended the call due to the excessive wait and no connection to a representative. I have attempted to contact Yelp in other ways; however, the online chat feature is always disabled, and there is no option to send an email for subscription canceling requests. I would like our account canceled effective immediately and last month's payment refunded due to the inability to cancel services.

  Business response

  07/03/2024

  Hi *******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for ***************************, MD PC.
  
  The advertising program for ***************************, MD PC is set to disable on 8/1/24, per the 30-day notice required in your agreement. As advertising services have been delivered in accordance with the Terms you agreed to, we will not be able to offer you a refund. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, ****

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The Yelp *** ********************************* and some business on Yelp harasses some consumers. The *** and some businesses are blinding consumers and harming the consumers.

  Business response

  07/02/2024

  Hi ********,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns. We appreciate your feedback, and we'll make sure to pass it on.
  
  You can prevent users from sending you compliments or messages by blocking them. Keep in mind that this won't erase any previous messages or compliments you've received. The accounts you've blocked will still be able to add Reactions to your reviews, as well as view your account and public content (such as reviews and posts on Yelp Talk). You can learn more by visiting our ************** page here: *****************************************************************************************************
  
  We encourage you to review our Guidelines (*************************************************) and report any content that violates those guidelines by flagging it: ********************************************************************************************************************************************************************
  
  If you're concerned about your safety offline, please consider contacting the authorities.
  
  Regards,
  Lacey
  Yelp Inc.

*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. ↩