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Yelp.com complaints

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140 New Montgomery Street 9th Floor
San Francisco, CA 94105 | Get Directions

(415) 908-3801

http://www.yelp.com

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Total Amount in Dispute:
$14,858.00

Total Amount Settled:
$0.00

Complaint Experience

63%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

27 complaints against Yelp.com closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
1	Making a partial refund
4	Agreed to make an adjustment
0	Refusing to make an adjustment
12	Refuse to adjust, relying on terms of agreement
10	Unanswered

27 complaints against Yelp.com

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5/19/2024

RESPONSE: Complaint was not answered Amount in Dispute: $273.98 Amount Settled: $0.00

Customer Complaint

4/24/2024

I canceled this service and am still being charged. This company makes it impossible to reach, I get the runaround with emails, I have been on hold HOURS to speak with so called "customer success" staff and when addressing the dispute the phone call always seems to hang up... then more charges. I feel they have bait and switch scammed me and signed me up for services I have not authorized and will not respond in order to keep pulling money from my account. Resolution Sought I want yelp to refund the charges made to my account and remove me from any advertising programs they have.

4/4/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $3,247.84 Amount Settled: $0.00

Customer Complaint

3/21/2024

In October I had advertised for 1,000 that month I received only 3 leads which is very low for the amount paid, I still owed 850 did not pay yelp had messaged me and told me if I didn't pay within a few days my advertisements would be canceled. Now last week they messaged me and told me that I now owe them 3,247. 84 . I was emailed constantly about unpaid balance never once about additional fees added on. The word that comes to mind is crooked. Resolution Sought I want to owe them nothing they did me no favors and in now way did I receive the services they had said I would be receiving.

Company Response

3/22/2024

Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Abba's Arbor Care. We are sorry to hear that you were not satisfied with your advertising campaign. To be clear, while the goal of advertising on Yelp is to drive more traffic to the business page, which may ultimately result in more customers, it is important to keep in mind that results are not guaranteed. Our records indicate you ran an advertising program on 11/24/23 with a $1020 monthly Cost Per Click (CPC) budget (or a $34 per day average). You also included a promotional $120 monthly Page Upgrade package (or a $4 per day average) for total charges of up to $1140 per month. This monthly maximum was stated in the "Welcome to Yelp Advertising: Your Ads Are Now Live!" email we sent when you signed up for this program. Your advertising program was also billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month, and anytime you hit your billing threshold. Additionally, you redeemed a Yelp Boost promotion of up to an additional $2400 in free Yelp ad clicks be applied over 2 months. Please note that this promotion was for an additional ad budget of up to $1200 each month for 2 months, and not a discount on the services you signed up for. Your advertising campaign ended on 1/28/24. As advertising services have been delivered in accordance with the Terms (https://biz.yelp.com/tos/master_advertising_terms_en_us_20230502) you agreed to, we will not be able to offer you a refund or waive the outstanding balance in the amount of $3,247.84. Thanks for understanding. Regards, Daisy Yelp, Inc.

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