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

1,863 total complaints in the last 3 years.
576 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:04/01/2025
Type:Billing 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 am writing to formally file a complaint against Yelp for unauthorized charges and deceptive advertising practices related to the promotion of my small tutoring business, ************. Yelp has charged me over $500 per month for advertising services that I never explicitly authorized, nor was I made fully aware of the financial commitment involved.When I initially engaged with Yelps advertising platform, I was under the impression that I would have control over my budget and expenses. However, I later discovered that Yelp had charged my account exorbitant fees without my clear consent. There was no transparent breakdown of costs, and I was not given an opportunity to approve or opt into these excessive charges. I attempted to resolve this matter with Yelp directly, but they have been uncooperative in addressing my concerns or issuing a refund.During one of my phone calls with a Yelp representative, I was informed that some form of monetary reliefeither a reversal or creditcould have been applied to my account. However, they claimed that because I had already filed a dispute with my credit card company, they were no longer willing to provide any resolution. This appears to be an unfair and retaliatory practice, as their refusal to issue a refund or credit was not based on any policy I was made aware of prior to my dispute.I believe Yelps advertising practices are misleading, and their billing process lacks proper consumer protections. Their platform encourages small business owners to sign up under the guise of affordable marketing, only to later impose significantly higher costs that were not properly disclosed.I respectfully request that the **** investigate Yelps advertising and billing policies to determine whether they are engaging in false advertising and predatory billing practices. Additionally, I seek a full refund of the unauthorized charges that have been debited from my account.Thank you,*** ****** Omega Tutors
Business Response
Date: 04/02/2025
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: 04/02/2025

Complaint: 23148241

I am rejecting this response because the representative, *********, informed me that nothing could be done, citing my chargeback request with my credit card company as justification. However, I never received receipts for the charges placed on my credit card. I spent nearly two hours discussing this matter with her, only to be told no. Given the circumstances, I need a more escalated approach to resolve this issue properly.
Sincerely,

*** ******
Business Response
Date: 04/03/2025
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: 04/04/2025

Complaint: 23148241

I have sent my communication to ***** *****, finance manager, regarding this matter. Awaiting a response from her from my follow-up email sent yesterday evening.

Sincerely,

*** ******
Business Response
Date: 04/04/2025
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: 04/07/2025
Dear Better Business Bureau:

I have reviewed the response made by the business regarding complaint ID ******** and, while not fully satisfied, I find the resolution to be reluctantly acceptable. I have spoken with several Yelp! representatives, and they have informed me that the only reimbursement available is for the $510.00 charged between February and March. Additionally, they reversed a pending transaction that would have debited $681.04 from my account.

At this point, I am choosing to move on, as I do not wish to continue pursuing this matter or become a nuisance to Yelp!

Sincerely,
*** ******
Initial Complaint
Date:03/31/2025
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 pay $65/daily for my business to be featured on Yelp. I have tried to reach out in regards to my issue after spending almost 3 hrs on hold no one ever answered. **************** is unreachable & at its ultimate worst. On yelp my business had 7 reviews. All for 1 was 5 stars, that they refused to remove even after filing a complaint that this reviewer has a personal vendetta against one of our employees. Reviewer never received our services but Yelp refused to remove it. What they did remove was the 5 other reviews that had a 5 star rating which effected our business. They refuse to post all the reviews from our customers. Which has now left our company looking very bad & going elsewhere. We have great reviews across every platform & now Yelp has made a negative impact on my business. This is discrimination, ignoring our customers freedom of speech. If they are not going to post all reviews then they should not be allowed to post any reviews. I would like all the reviews removed & I will be cancelling my services with Yelp. Air Now Heating & Cooling ********** **.
Business Response
Date: 04/02/2025
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: 04/02/2025

Complaint: 23138309

I am rejecting this response because there is no resolution offered. I have followed Yelps terms. Customers wrote reviews & ********************** decides to allow untruthful reviews to be posted but not the honest ones. If all reviews are not removed from my business page myself & other businesses will be filing a class action suit. As this is an ongoing issue by Yelp. There are over ***** bbb complaints for yelp.

Sincerely,

****** ******
Business Response
Date: 04/03/2025
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: 04/04/2025

Complaint: 23138309

I am rejecting this response because Yelp has not addressed anything when I call or email. These responses through bbb are all automated bot responses. Due to the high volume complaints & reviews about Yelp itself they have no way to keep up with resolutions. Yelp itself has horrible reviews & countless complaints.

Sincerely,

****** ******
Business Response
Date: 04/04/2025
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: 04/07/2025

Complaint: 23138309

I am rejecting this response because:
I called Yelp & no one ever answers. Yelp refuses to resolve the issue at hand.

Sincerely,

****** ******
Initial Complaint
Date:03/27/2025
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 received the following email from Yelp:Subject: Message from Yelp HQ: ******** Hello,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.Please note that we do not provide further details on account *************************************** Support ************************* Yelp Official Blog | *************************************** Yelp ************** | ********************************************** Yelp for Business Owners | ************************************** Yelp for Business ************** | **************************************/support-center - I havent written a review in quite some time let alone create another account. I have the same account *** had for years. Im not sure if this is spam or what but it needs to be addressed as these false inflammatory statements are unacceptable. I look forward to an update as Ive done nothing wrong or created any additional accounts.
Business Response
Date: 03/28/2025
Dear Jazmine,

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: 03/28/2025

Complaint: 23125749

I am rejecting this response because:this does not resolve my issue.

Sincerely,

******* *******
Business Response
Date: 03/31/2025
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:03/27/2025
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.
I started Yelp back in September of 2024 During the time of advertising my business they had raised my daily rate from $5 to $8 a day also during that time I was presented with scammers trying to recuperate from loss of money. Every time I tried calling they would hang up and not listen to me. Also when I tried to cancel they would not help me I had to try to do it on my own. After that within a period of time I've gotten threats through emails of them that sending me through a collection agency. Making it impossible to talk to anyone that would talk to me without trying to reinstate me when I was trying to cancel or they would hang up. Choosing the way that I get customers they would charge me extra just to look at anything. I'm paying for advertisement why should I have to pay to look at my customers??
Business Response
Date: 03/28/2025
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: 03/31/2025

Complaint: 23122302

I am rejecting this response because:
From: ****** ***** <*********************************************>
It does not answer the fact that they are getting away with charging me without telling me how much they're charging me they went from $5 to $8 a day without even notifying me. All these is is just be reinstated which I do not want to be reinstated I want to cancel I don't want nothing to do with Yelp I have been scammed twice through Yelp and I do not want to be reinstated That's all these links are too is being reinstated and paying bill And I will also add I had troubles canceling them for a month.

Sincerely,

****** *****

Business Response
Date: 03/31/2025
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:03/26/2025
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.
A person identified as "Macon T" posted a false claim about my business in a Yelp review. I contacted Yelp through their complaint review process and was notified they were not removing the false claim. I also, politely responded to the person that my business was falsely identified and asked they remove their comment. The person responded publically on 3/25/2025, "So, this guy sends me a message and asks me to remove my review and claims they've never spoken to me or visited. How does he know if he doesn't know my name, telephone number and address.Rather shady to claim you never has never been to my house or even spoken to me on the phone under these circumstances. I would have to have had work done by them and then they claim they never did it.I guess someone's driving around town in van impersonating mister volts.I wonder if I'd left a five-star review he'd suddenly know all about me.Rotten to try to weasel out of such bad behavior."
Business Response
Date: 03/28/2025
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: 03/28/2025

Complaint: 23121927

I am rejecting this response because I've already spoken with Business support through an account sales person and was told your company won't remove the false review because a negative review won't matter if I continue to use the platform and get positive reviews to out number that one. I also wrote the individual and politely asked the review be removed because we never serviced anyone Christmas Day. Three months later he doubled down on publicly berated me on the same Yelp review for my personal message to him.
I've done more research and found that another electrical company in ***** GA was given a similar negative review the same day.
I won't be blackmailed or bullied into doing business with anyone and will escalate this matter to my satisfaction.
Kind regards,

****** ******
Business Response
Date: 03/31/2025
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:03/26/2025
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.
The salesman led me to believe that I will be paying by lead, of which I only got 4 or 5. I tried contacting him as he said any help needed would be through him. He did not reply. I did get a call from someone else who said he was supposed to send me to their department for help with my ad. She also said she and her supervisor listened to the initial call and I was mislead so I would be getting a full refund. She then tried to sell me improvements to my add, which she said would get me more leads. I have not received my refund nor the email confirming anything talked about. I have since canceled my account as my business is not doing well and may be closing.
Business Response
Date: 03/26/2025
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:03/25/2025
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.
In April 2023, I signed up for Yelp advertising with the help of someone who guided me through the setup on my phone. I was new to Yelp and believed I was only signing up for a one-month trial to promote vocal lessons. Unfortunately, I was unaware that I was enrolled in a recurring monthly subscription.Six months later, I discovered that Yelp had been charging me $420 per month, totaling nearly $3,000, even though I had not received a single call or client through the platform. I immediately contacted Yelp support to explain that this was an unintentional subscription and requested a refund.Despite my explanation and the fact that I never used or benefited from the service after the first month, Yelp refused to refund any portion of the charges, citing their self-service policy. As a small business, this loss has had a serious financial impact.I am seeking a full refund due to the lack of transparency, poor return on investment, and failure to provide any meaningful results. I believe this is a fair request, and I hope BBB can help facilitate a resolution.
Business Response
Date: 03/26/2025
Dear Shima,

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:03/24/2025
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.
False advertising my house address as their business address which is not true.
Business Response
Date: 03/25/2025
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: 03/26/2025

Complaint: 23111378

I am rejecting this response because: It makes no sense it's response is if I am the business ******** said to contact Yelp headquarters without a phone number.

Sincerely,

****** *********
Business Response
Date: 03/28/2025
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:03/24/2025
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.
Hello, My name is **** ******, with ********************** CSLB lic# ******. I have been trying to get Yelp to fix the business category they have us listed under. They say we are a *********************** and we DO NOT drill for *****. We drill for foundation piers and other types of structural drilling. It takes a specific license to drill for ***** and we do not have that license. So ********************** is falsely advertising what we do. They are saying we provide a service that is actually illegal for us to provide.... I have talked with Yelp 3 times now. The first 2 times they said that they will fix it and to wait 2 weeks. It has been over a month and it's still not fixed. I just called again and the person I talked to was actually honest this time. They said there is nothing they can do about it since they can't just create a new category in Yelp. This logic makes no sense to me. They also have a "business verified" blurb next to the *************** category on our profile now... They did that after the first time I called to tell them we ARE NOT LEGALLY allowed to drill *****. I am so frustrated with Yelp... How are they allowed to falsely advertise what we do? This could potentially be hurting our business when people are searching for foundation or structural drilling. Thanks and I really hope you can help with this issue!
Business Response
Date: 03/25/2025
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: 03/28/2025

Complaint: 23110654

I am rejecting this response because:
I have already done what was suggested in Yelp's obviously autogenerated response, over a month or two ago. I tried suggesting an edit via the Yelp form and never heard back from Yelp. Our listing still shows us as a "Well Driller". As I said before, WE ARE NOT LICENSED TO DRILL *****.
I called Yelp twice after I tried to unsuccessfully suggest an edit to our listing. The first time, ***** told me that he suggested the edit to the team and that I should see it changed in two weeks. That did not happen, so I called back about 3 weeks later and talked to someone else. They were honest with me and said they cannot change our business category because that's not how yelp works.... They just kept saying to suggest an edit via the Yelp website. That has not worked in the past, so that is why I am now working with the BBB to try and get this resolved.
Yelp either needs to FIX OUR BUSINESS CATEGORY by changing it from *************** to just "Drilling", or they need to DELETE OUR PROFILE. Those are the only two resolutions we will accept... As I stated before, Yelp is falsely advertising the service we provide and it could potentially hurt our business. This is not okay.

Sincerely,

**** ******
Business Response
Date: 03/31/2025
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: 04/01/2025

Complaint: 23110654

I am rejecting this response because:
How exactly am I supposed to contact you? I need to talk to someone on the PHONE, and the number I call always tells me to submit a ticket through the website. I need to talk to someone who can actually help me. Please tell me a better phone number to call...

Sincerely,

**** ******
Business Response
Date: 04/02/2025
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: 04/04/2025

Complaint: 23110654

I am rejecting this response because:
Your response makes no sense. You said to contact Yelp directly, but that you can no longer help with this issue Yelp seems to have major customer service issues. I will contact you directly if you give me a good number to call, that is not just the generic Yelp help line.

Sincerely,

**** ******
Initial Complaint
Date:03/20/2025
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.
To Whom It May Concern,I am filing a formal complaint against Yelp regarding unfair billing practices and collection threats after I attempted their free advertising trial.I signed up for a free promotion offered by Yelp and intended to cancel before any charges were incurred. Unfortunately, before I could cancel, I experienced a loss in my family and was unable to take immediate action. Yelp subsequently attempted to charge me $170.22 on December 14, 2024, and $54.49 on January 1, 2025, despite the fact that I did not receive any benefit from their service.When I contacted Yelps customer support, I spoke with a representative who was surprised to see that my business had not received a single organic leadnot one person clicked on my sponsored ad or searched for my services. Because Yelps platform was ineffective for my business, the representative agreed to waive the outstanding charges. Instead, they suggested an alternative trial period since Yelp does not typically cater to businesses like ********, despite that agreement, I am receiving emails from Yelp threatening to send my account to collections for these charges, which the representative had explicitly assured me would be waived. This is deceptive and unethical, as I relied on their customer supports resolution in good faith.I am requesting that Yelp:Immediately cease collection efforts for the disputed charges.Honor the waiver agreement made by their representative.Confirm in writing that my account is in good standing with no outstanding balance.I hope to resolve this issue amicably. However, if Yelp does not correct this, I will escalate the matter further.
Business Response
Date: 03/21/2025
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: 03/21/2025

Complaint: 23095674

I am rejecting this response because this does not address the matter.

Sincerely,

****** *****
Business Response
Date: 03/24/2025
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: 03/24/2025

Complaint: 23095674

I am rejecting this response because I have already made multiple attempts to resolve this issue directly with Yelps headquarters. I was explicitly told that the balance on my account would be waived due to Yelps inability to provide the promised services. However, despite this assurance, my next communication from Yelp was a bill demanding payment.

At this point, directing me back to Yelp HQ is not a solution, as I have already exhausted that avenue without any resolution. I expect Yelp to honor the commitment that was made and for the balance to be officially waived. I appreciate BBBs continued assistance in addressing this matter.

Sincerely,

****** *****
Business Response
Date: 03/25/2025
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: 03/25/2025

Complaint: 23095674

I am rejecting this response because Yelp has not provided a resolution to my issue. I have already attempted to work directly with Yelp HQ multiple times, and I was assured that my balance would be waived due to Yelps inability to deliver the promised services. However, despite this commitment, I later received a bill stating that payment was required.

Now, Yelp is stating that they will no longer be able to assist, leaving me with an unresolved billing issue that contradicts the original assurance I received. This is not an acceptable resolution, and I request that Yelp honor their prior commitment to waive the balance.

Sincerely,

****** *****

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