Business Profile

Internet Services

Yelp Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Important information

Customer Complaint:

Yelp Inc. came to BBB’s attention in July 2007. A review of complaints done in June 2024.

Complaints on file state concerns of billing issues related to marketing campaign.

BBB encourages users of the platform to review the following:
- Terms of Service
- Billing & Payments
- How are promotional credits, boosts, and bonuses applied?

For additional support options, please visit Support Center.

Complaints

This profile includes complaints for Yelp Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,865 total complaints in the last 3 years.
552 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:02/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for my business to advertise with a $500 credit being offered. According to their website I only used $150 of that credit and yet they charged my credit card over $200. Their entire process is manipulative and designed to cheat businesses out of money. When I disputed the charge they told me that after their review they rejected my request for refund since they fees are clearly explained when you sign up. However, I signed up over the phone and this was not explained clearly. It is also not easy to keep track of the fees and credits like they said. It was not easy to cancel. I had to call and speak with someone after waiting on hold for over 30 minutes. The whole process is frustrating. Not to mention that I did not receive any real leads for my business that generated any income for my business.
Business Response
Date: 02/05/2025
Dear *****,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:02/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Against Yelp Inc.We registered with Yelp in May 2024 to use its free business listing services to manage customer reviews. However, since that time, unauthorized charges totaling $3,484.29 have been deducted from our business credit card without our consent for any paid services or advertising subscriptions. We did not receive any notification or communication regarding the activation of paid services or subscriptions. The charges were discovered only during a financial review, as they were categorized under general marketing expenses. Despite contacting Yelp for clarification and requesting a refund, we have not received a satisfactory response or action to address the issue. Details of the Issue:- Total Amount Charged:$3,484.29 - Period of Charges:May 2024 ********************* Charged:** Advertising and subscription services not authorized by our company **Relevant Legal Protections:** - **California Business and Professions Code *****:** Requires businesses to obtain clear and affirmative consent before charging customers for recurring services. - **Electronic Funds Transfer Act (EFTA):** Protects against unauthorized electronic transactions and provides the right to dispute them. **Requested Resolution:We request a full refund of the total unauthorized charges of *?$3,484.29 and a confirmation that all paid services and subscriptions have been canceled to prevent further deductions. Impact on Our Business:These unauthorized charges have caused financial losses, diverting funds meant for operational purposes. We relied on Yelp as a trusted platform for customer engagement, but this issue has created an unexpected financial burden. We trust that your organization will assist in resolving this issue promptly. Attachments: - Screenshots of transactions - Correspondence with Yelp (if any) - Subscription and billing details There were no invoices. Yelp refuses to return the money.Thank you for your assistance. *******
Business Response
Date: 02/05/2025
Dear Azat,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 02/05/2025

Complaint: 22894550

I am rejecting this response because:
I don't agree with the seller's answer because I wasn't provided with any services. I want to receive my money in full to the card from which it was debited without my consent. I was misled.We posted the company only on ****** maps free service.Hidden conditions for paid services and even more so the collection of funds without the knowledge of the buyer violate all legislation in ***********This is a fraud and I ask you to return my money to my card in full.
Sincerely,

Azat Kutliakhmetov
Business Response
Date: 02/06/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

Once again, to ensure we assist you efficiently, please contact us directly at Yelp HQ. We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 02/06/2025

Complaint: 22894550

I am rejecting this response because:
Sincerely,
We contacted Yelp by phone and online chat. They refuse to return the money, although they violated the law and applied a paid subscription without our knowledge, by misleading, did not send invoices for payment to an electronic or physical address, did not issue a confirmation of payment and did not provide us with any services. We don't want to contact them anymore. We ask your company as an intermediary to help us return our money in the amount of $3,484.29 to the card from which they were debited. We do not accept another response from Yelp. We don't want to waste any more time on calls and correspondence with them. Thank you for understanding!
Azat Kutliakhmetov
Business Response
Date: 02/07/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

We look forward to assisting you directly at Yelp HQ. However, we will no longer be able to assist.

Best regards,
Yelp HQ

Customer Answer
Date: 02/07/2025

Complaint: 22894550

I am rejecting this response because:
Why does Yelp does not write an unambiguous answer, what does it mean that you can you contact us, we contacted us and received an unsatisfactory answer. Therefore, we ask you to solve this issue and return our money in full. If they have any Yelp offers, there are all our contact details, let us contact us, we will not get involved, remove it ourselves, we have already done this and received an unsatisfactory answer. We only need a refund from them, if they can return the funds to us, let him answer you in the letter clearly and clearly.
BBB company a question directly to you, we appealed to you to resolve this situation and ask you not to act as an intermediary and forward a message from Yelp to solve this issue by them directly and give us a clear answer about the return of our funds, understand the situation that these are fraudulent actions from the el and that we were misled and illegally withdrawn funds from our account, please deal with this directly with the company Yelp, we do not want to contact. For the reason that they did not receive an answer that they would return our money. They just waste our time.

Sincerely,

Azat Kutliakhmetov
Initial Complaint
Date:02/03/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In October, someone opened a yelp account for my business. It was not my name or my email address yelp acknowledge that someone wrote a reviewfor that business as I do not do facials. The review was about a terrible facial. I reported this to yelp. They told me theres nothing can do about it even if that they know That I never originally open the account and that someone else was a controlling it and it had a different business address, but it fell under my address And business name. I never service this woman as I do not do facials. You told me theres nothing I can do about it. I told them that a customer tried to post a review for me with five stars and she called me to tell me that she did this, and they would not and refused to post it. She doesnt understand why as she couldnt post good reviews for other businesses, but not for mine. They told me they have a computer that filters reviews and that hers was not legit. Shes a legitimate customer. The bad review was not legit.!
Business Response
Date: 02/05/2025
Dear Mila,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:02/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Twice I tried to get a refund through their chat support. Both times there was an error. I specifically went in and deleted my "subscription" and my card information only to find out today that it was never actually deleted and to be charged way more than I ever realized I was charged. The charges kept increasing for a service that I not only already canceled, but that never did me any business or good anyway. No one within their company was willing or able to fix it regardless of trying chat support and a phone call.
Business Response
Date: 02/05/2025
Dear *****,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:02/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Last month, a Yelp representative informed us that we would receive $350 in free ad credit to help drive extra traffic before the holidays. We were told, "This will give you the first $350 on us, with no obligation to run for any set period of time! There's no term commitment, so you're able to run the ads as long as you'd like, and cancel at any time."We were assured that there were no commitments or required spending beyond the $350 credit.This is what happened:After setting up the ad, the representative aggressively pushed for a phone call to guide us through the setup process, again reiterating that the ads were free with the $350 credit. This conversation took place on December 21.On January 31, we discovered an unauthorized charge of $377.63 on our credit card, without prior notice. We did not agree to purchase any services, and we did not sign any contract with Yelp. This charge was unexpected, unauthorized, and misleading, making it clear that we were fraudulently charged.After this happened, we called Yelp, but they put us on hold and never answered. We then checked our previous billing history and discovered that this was not the first time this had happened.This is not a consumer dispute because we never intended to become a paying customer in the first place. We expect a full refund and an immediate resolution to this issue.
Business Response
Date: 02/05/2025
Dear I Min,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 02/06/2025

Complaint: 22892193

I am rejecting this response because it does not address our concerns.
We are specifically referring to an interaction with one of your Elite Account Directors, ***** ***** from Yelp Inc., who contacted us about a $350 credit. She instructed us to purchase an ad over the phone without having us sign any agreement. Throughout the process, she directed us to click through various steps without clearly explaining the actual costs involved.
What is especially concerning is that she stated, "There's no term commitment, so you're able to run the ads as long as you'd like, and cancel at any time." However, we did not receive any billing details until after we canceled the ad, leaving us unaware of how much we were being charged. After one month, we were unexpectedly charged $377 without any prior notice, and we had no idea what had happened.
Furthermore, in her email, she wrote: "I will be able to give you the code to apply for the $350 in free ads I will have to do that over the phone though." Her insistence on applying the credit over the phone raises concerns about transparency and feels misleading, as it prevented us from having clear documentation of the process.
We have reached out to multiple different people regarding this issue, but the only response we receive is to call the Customer Success team. It takes an extremely long time to get in touch with them, and when we finally do, they continue asking why we stopped the ad instead of addressing our actual concerns.
We ask that this matter be properly addressed.

Sincerely,

I *** ***
Business Response
Date: 02/07/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

Once again, to ensure we assist you efficiently, please contact us directly at Yelp HQ. We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:02/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have opened a business and last September 2024 Yelp sent us an email regarding advertising opportunities through their platform. In October we called them to get more information and spoke with a representative who told us it would cost approximately $450 dollar to get a marketing campaign going through them. We said it was too expensive for us but as a way to keep us on the line, the representative offered us $300 credit meaning we would only need to pay $150. We asked a lot of questions about the system and agreed to pay $150 and we clearly stated that we wanted to try it out for a month and see if it worked for us. We tried it in November. However, the representative failed to mentioned that we were signing into an auto-renewal subscription so now Yelp is requesting a payment of about $325 for December as well and also have us locked into membership. They tried to withdraw the money but the bank rejected it but they are now pushing to collect that money. We have filled out a refund form on yelp explaining the deceptive strategies they used to sign us up and the request was denied. We keep calling customer support but nobody answers. Could you please let us know what are our options to fight this fraudulent practice?
Business Response
Date: 02/04/2025
Dear ******,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 02/04/2025

Complaint: 22887828

I am rejecting this response because: the response was automatically generated and did not address the complaint regarding their deceptive practices or the request for the refund regarding the payment they are requesting to be made.

Sincerely,

****** *******
Business Response
Date: 02/05/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

Once again, to ensure we assist you efficiently, please contact us directly at Yelp HQ. We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 02/05/2025

Complaint: 22887828

I am rejecting this response because: We have called them several times and we were left each time in never ending waits. They do not seem to have actual representatives able to take care of their customers. They do however have actual agents working on demanding payment after deceptive practices.

Sincerely,

****** *******
Business Response
Date: 02/06/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

We look forward to assisting you directly at Yelp HQ. However, we will no longer be able to assist.

Best regards,
Yelp HQ

Customer Answer
Date: 02/06/2025

Complaint: 22887828

I am rejecting this response because: the busniness replied: "We look forward to assisting you directly at Yelp HQ. However, we will no longer be able to assist." The only time I was able to contact the business I was told to file a form which they the rejected.

Sincerely,

****** *******
Initial Complaint
Date:02/01/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Igave a CC to keep on file that wasn't mine. Customer support said it wouldn't be charged. The customer care person from ********************** did not ask Me Wood for consent to charge his card. My name is not on card. I don't have the right to give permission for charges. This card was just suppose to be put on account till I could get a card. If I liked their services. I never even used their service. I did not complete my add. The add they claim is mine is based on **********. I'm in *******. Please help.
Business Response
Date: 02/04/2025
Dear ******,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 02/05/2025
Better Business Bureau:

I have 0% understanding of the resolve. The only resolve is my money back. Yelp to stop emailing me..

Sincerely,

****** ********
Initial Complaint
Date:01/31/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im writing this complaint because this business is unprofessional They charged me after explaining to me that I was getting credit and I shouldnt close my account because theyre giving me credit and I wait a little bit more to see if There would be more outcome with the ads and yada yada however I received no leads maybe one sent a message but never really responded and took $118 just for that after the specifically telling me I had credit and I shouldnt close my account I have recordings I have everything And then when I called them to say hey like your guys told me I would there will be a $900 credit in my account. Where is this 118 coming from -well you need to pay for that because so and so -made no sense this is misleading information they know what theyre doing and I hope they dont keep doing this to people because its stealing should not be allowed. whats attached below is the recording of our conversation. The recording has a translator that goes into the notes unfortunately I cant have the actual recording. I dont know how to, so I will add this so you can see the time you can see the date this is what happened between me and the person at yelp and they did something completely different after.
Business Response
Date: 02/04/2025
Dear ******,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:01/31/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction: 1/30/25 Amount: $56 I have three different complains. 1. Yelp offered me a $300 ad credit and $150 in bonus ads. Yelp did not explain that if I opted into the bonus ads I would lose the credit. Additionally, they said I received a promo code, however, my page was automatically signed up for the bonus ads even though I signed up for the credit. The gentleman ensured me on the phone I would not exceed the $300 in one week. I was charged $56 dollars later because I was never given the credit, to my surprise. The guy on the phone said I type a promo code for the bonus ads, but I did not, it was already there, and the button I originally clicked was the 300 dollar credit. 2. Yelp continued to call me. I know this in some ways is their job, but I blocked them, I missed my appt intentionally, and I said I was not interested the first time. I explained to the gentleman I am currently unemployed and considering starting a business, which is why I made the business page. He knew I had no money to invest, so he ensured me I would not exceed the $300. I felt harassed, and only signed up because he kept calling me. 3. Explaining that exceeding my money amount for ads would be the only reason I was charged, and the only number shared is $300 for the credit to go towards ads, is extremely misleading. I had ads for one week and planned to cancel by the 1st like the gentleman said I could do.
Business Response
Date: 02/04/2025
Dear ******,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 02/04/2025

Complaint: 22883350

I am rejecting this response because: I had already contacted Yelp Support via phone and via customer service chat. They refused to offer a refund, and instead encouraged me to accept the 300 credit now available to me. That is unacceptable, given that this is what I thought I had received before. I did not want to lose my money a second time. Again, they told me to cancel prior to the 1st which I did, and yet I was charged on the 30th of January, and left completely confused because of the offer I had thought I signed up for.

Sincerely,

****** ***********
Business Response
Date: 02/05/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

Once again, to ensure we assist you efficiently, please contact us directly at Yelp HQ. We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ
Initial Complaint
Date:01/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently got a new iPhone and I am locked out of my Yelp account that Ive been using for years. I sent an email to yelp customer service, but they have not responded in the timeframe they advertise. I would like to use my old Yelp account. The case number is: Case #: ********
Business Response
Date: 01/28/2025
Dear *****,

Thank you for writing to the BBB. We would like the opportunity to help you further. In order to ensure we assist you efficiently, please review the following scenarios and contact us directly at Yelp HQ:

1. For Billing and Payments Queries

For more information on Yelps billing and payments, you can review our ************** here (******************************************************************************). Should you require further assistance and you are a current advertiser (or former advertiser with account concerns), please contact our Customer Success team directly at **************. Well be happy to assist you!

2. For Questions regarding Yelps Review Recommendation Software
Yelp doesn't recommend every one of the millions of user reviews that are posted. Our recommendation software tries to determine which reviews from the Yelp community are the most helpful and reliable, and displays them on business pages. The recommendation software is entirely automated. It applies the same objective rules to every business and treats reviews of advertisers and non-advertisers exactly the same. More information can be found in our ************** here (******************************************************************************************************************************************)

3. For Questions on Business Listing Information

If your Business Listing information is incorrect or youd like to suggest changes, this can be done directly via the Yelp Business Owners App or directly on a business listing on **************************. For more information please visit our ************** here (*************************************************************************************************************************************************************************)

4. For Other Inquiries

If your inquiry doesn't fit into one of the categories above, please refer to the following resources;
Yelp ************** - For Business *****************************************************
Yelp ************** - *******************************************************
Yelp Blog - ****************************************

We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 01/28/2025

Complaint: 22857348

I am rejecting this response because: I have already attempted to contact customer service/support, and I have not received a response.

Sincerely,

***** *****
Business Response
Date: 01/29/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

Once again, to ensure we assist you efficiently, please contact us directly at Yelp HQ. We appreciate your patience and look forward to assisting you.

Best regards,
Yelp HQ

Customer Answer
Date: 01/29/2025

Complaint: 22857348

I am rejecting this response because: I have previously contact YelpHQ via the support email and they have not responded.

Sincerely,

***** *****
Business Response
Date: 01/31/2025
Hi,

Thank you for your response. Were sorry to hear about your continued frustration.

We look forward to assisting you directly at Yelp HQ. However, we will no longer be able to assist.

Best regards,
Yelp HQ

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