J’s G.

Billing Issues:
We cancelled the program back in September but were subsequently charged for October, November 2020 and they tried to charge the card in December 2020 but failed due to a new card being issued. Interesting that Yelp failed to acknowledge the cancellation in September but, yet they continued to charge for October and November 2020 at the fees agreed in the amount of one-hundred fifty which was to comment in March 2020 but instead we were charged an inflated amount.

December 2020 the payment to Yelp was not received so they decided to take most of the Five-Star Reviews and move them over to the ‘Not Recommended Reviews'. They further claimed that their software did it. Their main response was to deflect and negate any responsibility to us, their Customer. In March aside from the Ads which of course are at a different rate, our base rate was only supposed to be in the amount of one-hundred fifty as above-mentioned but, whereas up to the end of August the rate was as high as $600.00; the month of September when the cancellation occurred they did not charge a monthly fee.

Removal of Reviews:
The removal of ‘Reviews' Yelp claims is their Software designed by Yelp engineers and is not monitored by any IT Department; the software analytics does all the thinking and does not require maintenance.

The software also decides when the reviews are to be moved to the ‘Not Recommended Reviews' which it moves reviews from a day to a year or two after posting. As a customer, with the inflated monthly fees shouldn't the customer decide when the reviews should be taken down? Personally, other well-known technology corporations should use this model since this software thinks and does not require IT to monitor and/or maintain nor does it require updates. This software's analytics are self-thinking and self-sufficient.

The removal of the reviews seemed to oddly correlate with the non-payment for December 2020 which was cancelled back in September 2020 but continued to charge unauthorized charges back in October and December 2020.

Communication Quality:
In September when we cancelled service, Yelp never sent out any type of communication as other global corporations always to do and it seems to also correlate with the resumption of billing a month later. As well when we tried to change our company phone number, they did not communicate that the change of phone number had failed but notwithstanding, they did send out the communication that we did not pay December's bill. Further the first associate hung-up on us after being on hold for almost an hour and the second associate who happened to be a manager clearly stated ‘We try not to hang-up on people' then back-peddle. The most amazing experience was when she tried to sympathize with the long wait time and being hung up on. The reality is that it is not about being hung up on but more about employees being unproductive which is another accrued expense in addition to their bad business practices to continuously charge, unauthorized charges although the services have been cancelled.

Conclusion:
This company Sales & Marketing are not transparent when meeting with our business, when cancelling services, this company suddenly has no record and further does not believe in communication unless they want you to pay for services already cancelled. In addition, for cancelling services they will remove all the beautiful reviews that happy customers take time to write and bring down your business creditability. It seems to scathe the border of defamation and most certainly is retaliation.