Complaints

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

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• 

  Yelp Inc.

  350 Mission Street San Francisco, CA 94105

• 

  Yelp Inc

  P.O Box 204393 Dallas, TX 75320

• 

  Yelp.com

  11 Madison Ave Fl 14 New York, NY 10010-3670

• 

  Yelp Inc.

  140 New Montgomery St San Francisco, CA 94105-3705

• 

  Yelp.com

  11 Madison Ave Fl 14 New York, NY 10010-3670

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:06/11/2022

  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.

  I was scammed by Yelp.com. I signed up for their service and it did not go well. After realizing they had been taking around 500 per month from my business account over the course of 2 years, I called them to resolve the issue. Long story short, they did not cancel my service but told me it was taken care of. I recently found out they indeed canceled my service for all intents and purposes, but still continued to take 500+ per month from my account since then, which at this point was since Feb 2020 which these payments were not even showing up on their own web site. Attached is screenshot of my account page and my bank statements. I am seeking a refund at least as far back as Feb 2020 from YELP who summarily denied my claim against them without any kind of accountability or even allowing me to send them the refund request. They claimed that I am responsible for cancelling my own service through their web site. I argue they have been embezzling money from me for the last 2 and a half years and I have the receipts to prove it.

  Business Response

  Date: 06/13/2022

  Hi Mark,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Black Sheep Tattoo.
  
  Our records indicate you signed up for an advertising program on 11/8/19 with a $360 monthly Cost Per Click (CPC) budget (or a $12 per day average). You also included a $150 monthly Page Upgrade package (or a $5 per day average) for total charges of up to $510 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. 
  
  On 5/7, you also added a $30 monthly Verified License feature (or a $1 per day average) bringing total monthly charges of up to $600 per month.
  
  Your advertising program also included a Yelp Boost promo of up to an additional $150 in free Yelp ad clicks be applied over 6 months. Please note that this promo was for an additional ad budget of up to $25 each month for 6 months, and not a discount on the services you signed up for.
  
  You ended your advertising campaign on 6/7/22. 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, Inc.
  

  Customer Answer

  Date: 06/14/2022

  
  Complaint: ********
  
  I am rejecting this response because: I absolutely canceled all my services by phone and yelp continued to bill me and not display any payments on my account via the web page. I have referred this matter and correspondence to my attorney.
  
  Sincerely,
  
  Mark ************

  Business Response

  Date: 06/15/2022

  Hi Mark,
  
  Thank you for your response. We are sorry to hear about your continued frustration. 
  
  Your advertising program was a self-serve program, which means that ads can be customized or changed at any time or turned off by the business through the Yelp for Business Owners Account. Our records do not indicate that there was a call to cancel.
  
  Our decision not to refund will stand. You may reach out to our Customer Success Team at ************ with any further questions.
  
  Regards, 
  Daisy
  Yelp, Inc. 
  
  

  Customer Answer

  Date: 06/15/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Your records don't even show my payments after Feb of 2020. I am pretty sure there is a case there. Thanks for your correspondence but my attorney will be in touch.

  
  
  Sincerely,
  
  Mark ************

• Initial Complaint

  Date:06/10/2022

  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.

  I was contacted by Yelp to run an ad with them. The advisor was a bit pushy telling me all they would do to run the ad and bring business to me. The ad was very cheesy and not worth the money they were charging. I tried calling within the first 3 days of set up to cancel. The phone number they provided me no one would answer and a recording came on saying they were real busy and to go to the account and ask for customer help. After day 7 I finally reached someone on the phone and she supposedly walked me through on how to cancel my ad service. Everything on my end appeared to have been cancelled but they kept charging me. I called again complaining and agreed to pay for the one week but asked for all services to be stopped immediately and stop charging me. The person I spoke with sent me a refund request form which I filled out and sent back. Today I received an email with yet another run around and denying the credit/refund. They have lied to me about what they would do and offer no assistance after the sale. They have continued to charge me on services that were cancelled.

  Business Response

  Date: 06/13/2022

  Hi ******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for ************ plan designed for you.
  
  Our records indicate you signed up for an advertising program on 5/5 with a $300 monthly Cost Per Click (CPC) budget (or a $10 per day average). You also included a $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 **** on the first of the month for advertising services that were delivered in the previous month. 
  
  On 5/7, you also added a $30 monthly Verified License feature (or a $1 per day average) bringing total monthly charges of up to $600 per month.
  
  Your advertising program also included a Yelp Boost promo of up to an additional $150 in free Yelp ad clicks be applied over 6 months. Please note that this promo was for an additional ad budget of up to $25 each month for 6 months, and not a discount on the services you signed up for.
  
  You ended your advertising campaign on 5/13. As advertising services have been delivered in accordance with the Terms (https://biz.yelp.com/tos/master_advertising_terms_en_us_20220201) you agreed to, we will not be able to offer you a further refund. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, Inc.
  

• Initial Complaint

  Date:06/08/2022

  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.

  Yelp provides a free listing to businesses but they scam new and small businesses. They start calling new businesses every day to signup for ads. When our business stopped Yelp's ads; our company's 5-star reviews that we earned are hindered and listed under "not recommended". We have attempted to resolve this with their representatives over the phone without any luck or even a chance to prove to them that these reviews are from real customers. We were told that the process was done by a bot and no one can change or modify it. We are truly disappointed by this unethical "business" strategy or scan that Yelp is running. It is draining small business owners and completely destroying our trust.

  Business Response

  Date: 06/09/2022

  Hi *******,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding the business page for ************. 
  
  Our recommendation software does not take into account a businesss advertising status and never has. Yelp's recommendation software is completely automated and applies the same rules to every business. Theres also no connection between the time a business starts, stops, or declines to advertise, and the recommendation of reviews. 
  
  Please note that the reviews that are recommended for any business can change over time as Yelps software learns more about the reviewer and the business. Not recommended reviews are still visible to consumers and can be found through a link on the bottom of Yelp business pages.
   
  We hope youll take the time to learn more about Yelps recommendation software here: https://trust.yelp.com/recommendation-software/
  
  You can also watch this video for an overview of how our recommendation software works: https://www.youtube.com/embed/TIaOBxcntqw?rel=0
  
  Regards,
  *****
  Yelp Inc.

  Customer Answer

  Date: 06/10/2022

   
  Complaint: 17336009
  
  I am rejecting this response because the business's response is untruthful and offer no solution. They shield themselves and point the finger at "proprietary technology". 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/13/2022

  Hi *******,
  
  Thank you for writing back. 
  
  Our recommendation software treats reviews for advertisers and non-advertisers exactly the same. On Yelp, you'll find plenty of non-advertisers with five-star ratings, as well as advertisers with one-star reviews. 
  
  We also want to reiterate that theres no connection between the time a business starts, stops, or declines to advertise, and the placement of reviews in the recommended or not recommended sections for that business. As the software does its job, reviews may become recommended or not recommended in the days, weeks, or even months after they were first posted. Yelp's recommendation software is completely automated, so Yelp employees cannot influence which reviews it recommends or not for a particular business. This approach is deliberate to avoid conflicts of interest.
  
  We hope to continually improve the recommendation software, and we appreciate you taking the time to share your concerns.
  
  Regards,
  *****
  Yelp Inc.

• Initial Complaint

  Date:06/08/2022

  Type:Product 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.

  Yelp Business contacted our company and reached out to individual agents to offer a co-oped product for local online marketing through their platform. The representative explicitly stated, and was asked more than once to clarify, that we would only pay for services rendered in the form of leads generated by the Yelp page up to a monthly limit at a cost of $6 per lead. We received a bill this month of over $200 having only received one lead from the program ($6). When I reached out to Yelp to address this, they closed the account and told me I would still be billed for another 30 days due to a 30 day cancellation provision in the contract. I am requesting that the difference be refunded and the remainder of the 30 day cancellation period waived due to their misrepresentation of the agreement,

  Business Response

  Date: 06/14/2022

  Hi Nicholas,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding the advertising program for Kye ***** - COUNTRY Financial.
  
  Our records indicate you signed up for an advertising program on 5/3 with a $250 monthly Cost Per Click budget (or a $8.33 per day average) for total charges of up to $250 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. 
  
  You ended your advertising program on 5/31. After review, our Customer Success team has approved a profile credit in the amount of $231.14 bringing your balance owed to $0.00. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, Inc.
  

  Customer Answer

  Date: 06/15/2022

  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,
  
  Nicholas *****

• Initial Complaint

  Date:06/08/2022

  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.

  Beginning on April 18 I was lied into a 'free' ad campaign through Yelp's online platform. An onboarding agent reached out to me soon after I listed my massage business and walked me through their services; in that call she offered me a free ad credit and assured me that there would be no money taken out of my account. It's in their phone transcript records and an email I had sent out once I immediately saw $57.00 taken from my account. (This has since been reimbursed)Since that phone call, I've had money siphoned from my account totaling $682.56. The dates and amounts are as follows 4/26 - $150.47 5/2 - $86.41 6/2 - $445.68 What I'm reporting are the deceptive business practices and false advertising through which the onboarding agent talked me into signing up for something that was 'free' and eventually turned out to cost me. After not catching it for a couple of weeks, I reached out to their customer support lines and had no resolution. I've talked with six agents and had three email chains dropped with their company which resulted in a small refund totaling $66.29 for the dates: 05/19/22-05/23/22. This leaves me at a loss of $616.27 for a service that was misrepresented and can be proven so through their voice transcripts. The most recent charge of $445.68 on 6-2-22 was also taken from my account after I had formally cancelled on 5-19-22. When I contacted an agent on 6-8-22, they told me that it was beyond the refund time and I needed to request that when I had cancelled on 5-19-22 even though the charge hadn't taken place and I had no notification of it happening.I've since disputed the charges with my bank on 6-8-22 and have an ongoing investigation. The amount of stress and anxiety this has placed on me while launching my small business cannot be understated.

  Business Response

  Date: 06/09/2022

  Hi *****,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for ******************* Bodyworks.
  
  Our records indicate you signed up for an advertising program on 4/18 with a $450 monthly Cost Per Click (CPC) budget (or a $15 per day average). You also included a $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 **** on the first of the month for advertising services that were delivered in the previous month. 
  
  Your advertising program also included a Yelp Boost promo of up to an additional $300 in free Yelp ad clicks be applied over 6 months. Please note that this promo was for an additional ad budget of up to $50 each month for 6 months, and not a discount on the services you signed up for.
  
  You ended your advertising campaign on 5/23. As advertising services have been delivered in accordance with the Terms (https://biz.yelp.com/tos/master_advertising_terms_en_us_20220201) you agreed to, we will not be able to offer you a further refund. Thanks for understanding.
  
  Regards,
  Daisy
  Yelp, Inc.
  

  Customer Answer

  Date: 06/10/2022

   
  Complaint: 17333291
  
  I am rejecting this response because:
  If someone would take the time to listen to the recorded phone transcript from the date of my signing on, they would hear the onboarding agent, ************************* assure me multiple times that there would not be any charges made to my account. I would not have given my card to your company had I not had her reassurance since I was not in a position to make an ad campaign. My complaint is not based on quality of service but on the deceptive business practice of outright lying me into the most expensive advertising bracket at a time when I expressed at various points I was not in a financial position to do so. The email connected to this complaint form with her specifically highlights my expressed concern for charges that occurred the day of. 
  

  Your associate misrepresented the ad campaign and lied directly to me on the nature of the payments. Please listen to the recorded voice transcript. 
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/13/2022

  
  Hi *****,
  
  Thank you for your response. We are sorry to hear about your continued frustration.
  
  While our sales reps are able to walk you through the steps of the sign-up, our program is designed to be a self-service program. Sales reps do not have the ability to sign up for features. Signing up for advertising required you to click through each on-screen prompt as they appeared. These prompts displayed information which includes a full description of the promotion, cost per click estimate, daily average budget, monthly maximum budget and first expected billing date. All information is available to review in the final step of the advertising set up before you select to start advertising. This information was also sent in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email, which was sent to the email used to login to the **** after you signed up for your program. We also provide multiple resources such as our Customer Success Team to assist you with any issues. 
  
  Our decision not to refund will stand. You may reach out to our Customer Success Team at ************ with any further questions.
  
  Regards, 
  Daisy
  Yelp, Inc. 
  

  Customer Answer

  Date: 06/14/2022

   
  Complaint: 17333291
  
  I am rejecting this response because:
  
  While fully understanding the role of the onboarding agent, I don't think it is insubstantial that they were explicitly telling me that there would be no recurring charges. During the process I had raised concerns for what I was seeing on my screen but was assured and actively coaxed into continuing the signup with the messaging that there would be a future meetup in which I could then determine if I wanted to proceed with the service. The agent in question even set up a future call session for me to see the results and decide whether I wanted to invest financially, I never received the scheduled call. As a small business owner who is at the beginning stages of opening their own private practice, this $680 was not in my budget and the human representative from your company said multiple times in our phone conversation that putting in my debit card was more of a formality and I'd have a future opportunity to decide if I wanted to pay for the service. 
  
  As someone who has worked in customer service and had many positive interactions with other companies, I'm finding it hard to stomach that a multi-billion dollar corporation is fighting this hard to disavow their culpability in an openly deceptive business practice. Technicalities aside, your agent lied to me, they misrepresented what I was signing up for. There is recorded evidence and without taking the time to listen to that conversation, I feel that you and your company are not meeting me in good faith. My experience so far has been one of complete disregard for my well-being as a small up and coming business owner. You can stick to your scripts and clutch the terms and service but the fact that not a single soul will acknowledge what is found on that call recording is not leaving me with a good taste in my mouth. Never have I ever interacted with such a careless and unconcerning corporate entity. I feel taken advantage of and manipulated, if you want to shift the blame onto your customers then that's on you but I hold you and every other individual I talked with who supports this business practice accountable. 
  
  It's absolutely not ethical, it's predatory, and it's very cold. The investigations I have active with the **** my states General Attorney, and my bank will continue as planned. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/15/2022

  Hi *****,
  
  Thank you for your response. 
  
  While we are sorry to hear that you were not satisfied with your advertising campaign, once again these are self managed campaigns. We also provide assistance through our Customer Success Team as well.  
  
  Furthermore, Yelp only records its sales representative for quality assurance and training purposes. We are unable to assist you further in this matter.
  
  You may reach out to our Customer Success Team at ************ with any further questions.
  
  Regards, 
  Daisy
  Yelp, Inc. 
  
  

• Initial Complaint

  Date:06/07/2022

  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.

  In early April (2022), I submitted a review on ******** about an oral surgeon, describing my mother's experiences. I submitted the review unaware that only firsthand experiences are accepted. On April 5th, Yelp HQ contacted me via email and informed me that the review was removed because it did not consist of firsthand experience. This was fair and I had no issues with this. A few days later, my mother, using her own Yelp account associated with her valid email address (*******************) submitted the review based on firsthand experience. Even though her review did not violate any policies and both her email address and account were legitimate, the review was removed and her account was closed by Yelp. The email that she received from Yelp HQ on April 11th stated the following: "We're writing to let you know about our Support team's decision to close your user account. Your account has been closed because of Terms of Service (********************************) violations, including creating multiple accounts."

  Business Response

  Date: 06/09/2022

  Hi Anita,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns. 
  
  Our Terms of Service (********************************) prohibit users from creating multiple accounts. In order to evaluate whether someone has created multiple accounts, we rely on information in our systems as well as details in the content posted from those profiles. Based on the information at hand, it appears you may have created a second user account, so we have closed your most recently created profile.
  
  Please note that we do not provide further details on account closures.
  
  Regards,
  Helen
  Yelp Inc.

• Initial Complaint

  Date:06/07/2022

  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.

  I initially signed up with yelp to promote my website I used my free credits and set my spending limit at $100 they continued to charge my account after I already reached my limit and they expect me to pay them an unreasonable amount of money for service I did not agree too. They are now harassing me for the $ that I do not have to pay them.

  Business Response

  Date: 06/09/2022

  Hi Aaron,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Moon'z Guiding Light.
  
  Our records indicate you redeemed a $300 promotional ad credit on 2/27. To redeem the $300 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 $150 monthly Cost Per Click budget (or a $5 per day average). You also included a $120 monthly Page Upgrade package (or a $4 per day average) for total charges of up to $270 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 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. Advertisers also have the option to opt in to receiving billing confirmation emails in the Account Settings section of their account. 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. Please note that your promotion was applied during these billing cycles. 
  
  You ended your advertising campaign on 5/13. 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, Inc. 
  

• Initial Complaint

  Date:06/07/2022

  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.

  I singed up for $300 in promotional credits, I was told by the rep that this was Free ad credits. It was a new business so I decided why not go for it. The way this is presented is false and a lot of information is left out. As a new business, it is extremely disheartening to be preyed upon as pertinent information was left out of the sales call conversation. I would like to know from Yelp if their sales agents are commission based or receive some type of bonus for singing up agents? If so, after reading what seems like a never ending sea of complaints the BBB complaints regarding this exact situation, misleading sales agents may be their downfall. If calls are recorded and agents are not giving us the full details, which lures new business owners into an unexpected debt, I would think this is a call for all cases to be looked into further by a legal department. I would also think, because there's so many complaints Yelp would be concerned and willing to address, instead they prefer to continue to mislead and deceive excited new business owners for profit. As new companies being marketed to, we trust your marketing/sales as they are representing your company and fully expect them to be trained properly and to provide honest sales tactics. I am asking or a review of my sales call to be pulled for legal purposes as I feel like I was lured into the $300 Free credit without the sales agent providing full information that would include future charges. This has caused unnecessary stress, time and has affected my business in multiple ways. I am asking for a full refund as I was mislead by your agent whom mentioned a free credit but deceived me by leaving out the payment portion on the recorded phone call.

  Business Response

  Date: 06/09/2022

  Hi Shayla,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Apartment Key.
  
  Our records indicate you redeemed a $300 promotional ad credit on 3/9/21. To redeem the $300 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.
  
  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. Advertisers also have the option to opt in to receiving billing confirmation emails in the Account Settings section of their account. 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. Please note that your promotion was applied during these billing cycles. 
  
  You ended your advertising campaign on 5/28/21. 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, Inc. 
  

• Initial Complaint

  Date:06/06/2022

  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.

  They fraudulently ran my bank card. I have no idea how they even got it. They will NOT respond. They think they are above the law.

  Business Response

  Date: 06/07/2022

  Hi Alisha,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for D’s Nuts & Bolts.
  
  Our records indicate you redeemed a $300 promotional ad credit on 3/6. To redeem the $300 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 $150 monthly Cost Per Click budget (or a $5 per day average). You also included a Page Upgrade package (normally $180 monthly or a $6 per day average) for total charges of up to $150 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 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. Advertisers also have the option to opt in to receiving billing confirmation emails in the Account Settings section of their account. 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. Please note that your promotion was applied during these billing cycles. 
  
  You ended your advertising campaign on 6/4. 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, Inc. 
  
  

• Initial Complaint

  Date:06/06/2022

  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.

  On February 10, 2022 I was contacted by phone on a recorded call from Brittney ******* whose job stated is an account executive for Yelp Inc. Going over the terms of my service with Brittney I was quaranteed to receive emails for “leads” on the Yelp Business App from interested customers for my service as an electrician. I had explained to Brittney that business which had been on Yelp for over a year was free and was getting the emails for “leads” up until September 2021 and then for an unknown reason was no longer receiving the emails and that I would only pay the fee if I was to continue receiving the “leads” via email. I was told that I would be charged $19 per day. As of March 1st I had not received one email lead and nothing was on the app that anyone was trying to contact me through Yelp Biz App. Up to March first I was billed $374.25 through my bank and April 4, 2022 was billed $5.70. I had contacted Yelp customer service as of March 1st when I saw my bill for service. The person said it was a recorded call. I explained that I had not received any promised leads and that the cost was more than $19 a day for the bill. The representative said that I was to receive messages on the Yelp Biz App. There were no messages on my end in App. The representative said that the messages had been disabled on Yelps end and she would have to enable. There was nothing on my end App that showed that I had to enable the messages. She had told me where to look but nothing existed. I requested a refund and she sent me a link via email. I kept her on phone as I looked at the link and explained that the email only gave me certain options that did not pertain to my request for a refund due to no email “leads” as promised by Brittney who I had signed up with. I asked to be connected to a supervisor or a department to deal with my situation and the representative told me she couldn’t connect me to anyone. I had put a stop to the service March 1st but still received another bill

  Business Response

  Date: 06/07/2022

  Hi Chris,
  
  Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for East County Electric.
  
  Our records indicate you signed up for an advertising program on 2/10 with a $450 monthly Cost Per Click (CPC) budget (or a $15 per day average). You also included a $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. 
  
  We also want to clarify that the information shown in the Activity Feed and Customer Leads sections in your account isn't necessarily from users who clicked on your ad.
  
  An ad click is when a person clicks on your business's Yelp ad. When a user is searching on Yelp for a business in a certain area, we do our best to provide that user with a Yelp Ad applicable to their search. Yelp Ads appear above the natural search results, on your competitors' business pages, and in various other places around the website. Clicking on your ad impression will take the user to your business page on Yelp, and you were being charged when someone clicked on your ad. You can view a breakdown of the number of ad clicks you received by logging in to your Business Account at ******************** and clicking on the "Yelp Ads" tab.
  
  Users can also reach your business page through other means, such as our natural search results.
  
  Once a user is on your business page (regardless of whether they found it through an ad impression or through another means), additional actions they take while on your page may appear in the Customer Leads and Activity Feed sections of your Business Account. Please keep in mind that an action appearing in your Activity Feed or Customer Leads doesn't necessarily mean that that user clicked on your ad.
  
  You ended your advertising campaign on 3/2. 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, Inc.
  

  Customer Answer

  Date: 06/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: Yelp is only explaining their billing practice and not the answer as to why I didn’t receive the service as promised from their business representative. I was disabled from being able to respond to any messages on Yelps app. I literally paid for no service rendered. 
  
  Sincerely,
  
  Chris ****

  Business Response

  Date: 06/13/2022

  Hi Chris,
  
  Thank you for your response. We are sorry to hear about your continued frustration.
  
  We are sorry to hear that you were not satisfied with your advertising campaign. To be clear, while the goal of advertising on Yelp is to drive more traffic to the business page, which may ultimately result in more customers, it is important to keep in mind that results are not guaranteed. 
  
  To clarify, a “lead” is each instance in which Yelp, at its sole discretion, records that a user acted on, or in connection with, a mechanism to contact or otherwise interact with Client’s business.
  
  Our decision not to refund will stand. You may reach out to our Customer Success Team at ************ with any further questions.
  
  Regards, 
  Daisy
  Yelp, Inc. 
  

  Customer Answer

  Date: 06/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:Yelp Inc. does not train or monitor their phone sales personal to sell their service in an ethical or honest way. As calls are recorded it seems to dismiss the way service is rendered by their service employees. I was duped into supposedly receiving the same service I had prior but didn’t pay for in the past(check my record). Yelp Inc. has once again betrayed a small business into paying for a service they won’t receive. To get a refund for misrepresentation is not the Yelp way as I have noticed as to many of other small business complaints on many platforms. On calling customer service when receiving my bill, I was informed of my messaging on the app being disabled on your end. Yelp should know this is true because I was told by customer service rep that I was on a recorded call. No help from Yelp with guaranteed service and no refund. Typical response from Daisy. 
  
  Sincerely,
  
  Chris ****