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:02/27/2025
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 was contacted by a representative known as **** he told me how great everything with this company would be and how excited they were to work with me. I was told I would have a free trial of some sort because I was new to the business the worst mistake I could have done was give them my credit card info. I was contacted a week later as a follow up consultation but it was all about payments. I told the Lady that I spoke with that the leads that I received were generated through their company was marketing calls maybe from them sharing my information. When I told her I didnt want to move forward with them in business she started defending the company and saying these were actually leads which is not a true statement. The worst marketing company out there please avoid if you are a small business owner. They do a lot of manipulation marketing practices smile with you on the phone and run up charges. Before creating this post I emailed them a couple times to resolve the issues but everyone to busy scamming decent blue collar workers. I mean where is **** **** when you need him.
Business Response
Date: 02/27/2025
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: 03/19/2025

Complaint: 22996490

I am rejecting this response because: Yelp had one of their ***************** Personal reach out to me in regards to the settling the matter. After I carefully reviewed my bank account statement I saw a pending transaction for a refund; however I noticed that the refunded I was promised had never taken place. I sent an email advising the company that my money was not refunded and yet again they made another excuse talking about they had already waived my initial balance and stated that the bill in rears. Mind you none of these things was stated prior to them stating it was a free trial period.

Sincerely,

******* ********
Business Response
Date: 03/21/2025
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:02/26/2025
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.
Im a small business owner of ********, in which case I hired Yelp as an advertising agency. Shorty after acquiring their assistance and charged $1,200 dollars. However, Yelp is advertising my business in the wrong location. Ive attempted to alter this and I have been blocked from my online account preventing me from making changes. I have attempted to email them yet receiving no response. Any attempt to call, Im usually on hold for 5 to 6 hours before I get so frustrated I disconnect the calls. Furthermore, Yelp took an additional $600 from my checking account.
Business Response
Date: 02/27/2025
Dear Jahlil,
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:02/25/2025
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.
My husband was told by a Yelp sales associate that if Yelp referred customers he would be billed $150.00 per month. He received $0.00 referrals and then was billed a total of $843.86 since 1/10. An attempt to resolve this with customer service was unsuccessful after waiting an hour for customer service and being told by the customer service "manager" that we were mean and hostile. We asked to speak a manager and were told that we were already speaking with one and it would take 7-10 business days to be contacted by a director who would call us back to repeat her decision to us.
Business Response
Date: 02/25/2025
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:02/24/2025
Type:Sales and Advertising 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 had many yelp accounts because everytime you sign in and forget which gmail your account is under, they open a new account in the gmail you click on. I had 2 gmail accounts that were hacked and removed within a week of each other. One of the two gmail accounts were listed as a YELP account. You cannot log into yelp with a GMAIL ACCOUNT that no longer exists. I requested NUMEROUS TIMES for 2 of my YELP accounts to be deleted (under the following gmails: ********************** and ************************ or any other email the attached images are listed under) I want the YELP accounts deleted for these emails, along with all my personal information and any reviews left by that account. There was a bad review left in my email I want it removed. I want BOTH of the yelp accounts associated with BOTH of the emails to be deleted along with any and all personal information and any reviews left under those emails or any other email associated with the attached account. I have contacted yelp at least 5-7 times and they ignored all my requests. I want this review removed immediately!
Business Response
Date: 02/25/2025
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: 02/26/2025

Complaint: 22983826

I am rejecting this response because:
This is a canned response and did not address my problem. They continually refuse to help me. They said they sent an emsil to the Gmail the account was opened under in order to verify my identity. The accounts don't exist so I won't receive them.
Delete my yelp accounts I requested to be deleted or I will also contact the FCC. Your refusal to delete my personal information upon request is illegal.

Sincerely,

****** *********
Business Response
Date: 02/27/2025
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: 02/27/2025

Complaint: 22983826

I am rejecting this response because:

I already contacted YELP several times. (7-10) they will not help. THey want to send validation emails to gmail accounts that do not exist anymore. I cannot validate my Yelp account when they send the gmails to non-valid gmail accounts to validate it. DELETE MY ACCOUNT> I already requested several times and YELP is not doing what they need to do. YELP NEEDS TO REMOVE MY PERSONAL INFORMATION and EVERYTHING WITHIN THE ACCOUNT from ********************.

Sincerely,

****** *********
Initial Complaint
Date:02/24/2025
Type:Sales and Advertising 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 removed legitimate customer reviews that my clients took the time to write about my services. I contacted Yelp to resolve this issue to no avail.
Business Response
Date: 02/25/2025
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: 02/28/2025
I already contacted the customer service team to resolve this matter. I explained that me and my team submitted pictures of our clients that we have built over the years to solidify that the yelp responses are indeed legit. This was an absolute waist of my clients time and my business. This was unethical for yelp to take down my clients responses. There shouldve been certain accommodations to ensure that the information was accurate and truthful by the information and pictures that was provided.
Complaint: 22983492

I am rejecting this response because:

Sincerely,

***** *********
Business Response
Date: 03/03/2025
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: 03/05/2025

Complaint: 22983492

I am rejecting this response because:

Sincerely,

***** *********
Customer Answer
Date: 03/05/2025

Complaint: 22983492

I am rejecting this response because:

Sincerely,

***** *********
Initial Complaint
Date:02/24/2025
Type:Order 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.
Hello I signed up with Yelp to add my business to their website. I did so and yelp had a promotion going saying they would run ads for us for free for a certain amount of days. Recently I found it they did run ads and when the promotional period was over they continued running ads without my knowledge and are now trying to charge me $67 for ads ran that I did not authorize, they should have been clear in the beginning that they would continue the ads after certain days were up. Companies should not be allowed to hold consumers hostage this way, I reached out to get it sorted out and was told there was no supervisor I could speak to and he cannot waive it. It is beyond unfair that the consumer should be footing a bill they weren't even aware of. To make matters worse the ads they supposedly ran garbed no business for us at all. I am requesting that yelp removes that balance on my account.
Business Response
Date: 02/25/2025
Dear Rajique,

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:02/24/2025
Type:Sales and Advertising 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 is intentionally destroying my reputation by withholding reviews from my patients and only posting the bad reviews. For instance when you go to ****** maps the first review that comes up is from over two years of and it was from a disgruntled patient who had a bad experience with a front desk receptionist who was fired. This is liable to show a review that is two years old while withholding good reviews that are recent. They email me saying that I can pay them to get me leads at the cost of about $300/month. They block my good reviews then tell me I can pay them to get good reviews! This is extortion, and I want ALL my reviews released under my name ***** ******, MD and my business ****************************** and ****************** If they do not do this then I will pursue a class action suit against Yelp, and I will contact the attorneys who sued them already in the class action suit in ********** and won.
Business Response
Date: 02/25/2025
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: 02/26/2025

Complaint: 22981399

I am rejecting this response because it discriminates against all my good reviews that you are rejecting. You are trying to extort money from me to "pay" a monthly fee so you will then post my good reviews. I will be taking further action against you with a class action suit by contacting the attorney in ** who filed against you and won the lawsuit. You are willfully and intentionally ruining my good reputation.

Sincerely,

***** ******
Business Response
Date: 02/27/2025
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: 02/27/2025

Complaint: 22981399

I am rejecting this response because: I need the specific phone number, email address and name of a person at Yelp HQ to contact. My manager already reached out to Yelp and no one replied.

Sincerely,

***** ******
Business Response
Date: 02/28/2025
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: 03/03/2025

Complaint: 22981399

I am rejecting this response because: Yelp and is saying they are refusing to assist because I asked for a contact at Yelp.

Sincerely,

***** ******
Initial Complaint
Date:02/22/2025
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.
My business partner and I started our business 2 yrs ago. Last year we decided to start advertising on Yelp. We have only 5 star reviews on ****** (73 of them) but on Yelp advertises us as having one -1 star review. In reality weve received 13 5-star reviews on Yelp, and 1 1-star (which isn't even for our company). Yelp claims that their software considers the 13 5-stars as not recommended (which hides them from customers) and the 1 ****** as the only recommended review. Cust.Svc gives different reasons for this, 1 reason is that the software wants the reviewer to have a profile pic and have a few reviews in their name. But this explanation has been proven to be a lie, because customer/reviewer ****** E meets all of those criteria. ****** (one of our 5 star review customers) also included a picture in her review. The picture was not only kept on our profile but is now being used as our profile photo (against our will). The *** does NOT represent our company (other than our truck being outside the window). Why is the picture considered 'recommended' by Yelp but the review that it came in with not considered recommended??One of our customers that left us a 5 star review noticed that their review was gone, and left a second 5 star review, this review was also considered 'not recommended'. I would much rather have 0 reviews shown than 1 1-star that has NOTHING to do with our company!IT'S A HORRIBLE customer experience and is a blatant false representation of our business. Yelp seems to be trying to sabotage us.A couple weeks ago I noticed that they arent even advertising our proper phone numberWhen I called the random number advertised its a disconnected number that says a new number is our actual number (which requires a customer to write down the new number then call it, because it's not transferring the call), the 'new' number is our only business phone number that we've ever had.Our page on Yelp: *************************
Business Response
Date: 02/25/2025
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: 02/26/2025

Complaint: 22977972

I am rejecting this response because: Ive spoken with multiple customer service **** and a sales *** at ********************** already, I have submitted detailed written complaints and receive the same automated responses (which dont ever provide resolution). Their leadership needs to see and hear the frustrations and detailed experience from the businesses that they're trying to make money off of. Their current practice and procedures are seriously harming small businesses. If one or two of our actual reviews were considered recommended by the software then i may agree with their assessment but because the only review theyre allowing is the 1 star that doesnt actually belong to us it seems to only be there to harm our ***utations.

Sincerely,

***** *******
Business Response
Date: 02/27/2025
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: 02/27/2025

Complaint: 22977972

I am rejecting this response because: Again, I have been in contact with them repeatedly and with different departments, with no satisfactory resolution.

Sincerely,

***** *******
Initial Complaint
Date:02/20/2025
Type:Sales and Advertising 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.
To Whom It May Concern at Yelp,I am writing to express my deep dissatisfaction with Yelp's advertising services and customer support. Your practices have caused significant financial harm to my *********** August, I began advertising with Yelp at $750/month with positive results. However, your representatives pressured me to increase to $1000/month, claiming dramatic improvements. This increase has led to fewer sales and leads compared to my initial budget. I am currently at 3x the budget with below par performance compared to the previous months.The "bonus budget" is deceptive, merely boosting ad visibility without effectively using my actual investment. Yelp's review system is flawed and biased, suppressing positive reviews for non-advertisers while prominently displaying negative ones.Your pricing is exorbitant, with reports of merchants charged up to $20 per click with minimal results. The lack of transparency in targeting options and inability to set location controls or keywords severely limits advertising effectiveness.Since voicing my concerns, your customer support has become unresponsive. Calls go unanswered and emails receive no reply.I demand:Compensation for misused budget via credits or effective bonus budget.Restoration of my business's true ranking based on legitimate reviews.A detailed, transparent report of my advertising budget usage.Immediate attention from a senior customer service *************************************'s current practices are harmful to small businesses and potentially illegal. A San Diego lawyer described your company's behavior as a "modern-day version of the Mafia"3. This situation cannot continue unchecked.I expect a prompt response addressing these issues and outlining concrete steps for resolution.
Business Response
Date: 02/21/2025
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:02/20/2025
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.
I recently opened up a Pastry business in ******* and setup all my advertisement accounts including **********************. I thought everything was going to be successful with Yelp because our new customers started writing in reviews about us, the problem is, Yelp has removed every single one of them except for one that we reported because that person is reviewing the business in **********. I asked Yelp to remove that review since it was misleading to our customers and not regarding our business, they declined and kept the review on our Yelp page. What they didn't do was keep all of our actual customers reviews on our page. I was told there is a algorithm system Yelp uses and chooses to keep or remove reviews. This is by far a poor excuse/ business practice because their so called Algorithm removed all of our customer reviews. I even signed up for the Ad plan so we could get more business but I cancelled the service after seeing the treatment we were getting. We also received an email from Yelp accusing us of soliciting our customers. All of the reviews submitted are from paying customers. We were falsely accused and also this is a form of harassment as they continue to remove our reviews. I spoke to someone via online chat because their phone line had me on hold for over 30 minutes and they do not have a department you can speak to regarding the review mess-**** I want this company to handle this in the proper manner as they are obligated and our reviews to be placed back on our Yelp page. This service and mistreatment is wrong on so many levels. We are a new and upcoming business providing great service to our customers and they should be allowed to submit reviews with no problem. ****** doesn't do this to us nor any other advertisement service. This needs rectified immediately!!!
Business Response
Date: 02/21/2025
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: 02/21/2025

Complaint: 22968086

I am rejecting this response because:

Sincerely,

******* ********
Customer Answer
Date: 02/24/2025
This message from Yelp is nothing but a canned response from their system. This does not address the issue at hand regarding reviews from clients being removed from our page. I would like these reviews placed back as this is harassment and no soliciting has been made. This is wrong and needs to be handled
Business Response
Date: 02/25/2025
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: 02/25/2025
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,

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

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