Complaints

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:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sold the information listing for my business to multiple websites with the wrong business information listed. This includes the wrong address and wrong hours without. I have had multiple sites reroute me to this company. There is no way for me to fix there error without them charging me, even though i never utilized their services. They purposely made it impossible to fix an error they created.

  

  Business Response

  Date: 12/01/2022

  Hi ****, we'd like to clear up the situation and ensure you get the Support you need to ensure your business data is updated. It looks like your business is currently signed up with a Yext Partner, *****. To get information on your account, including subscriptions and billing, as well as assistance in updating your business data, please reach out directly to ***** at ********************************* or at ************. Thank you.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Exactly the same issue as previously reported: I was charged $499.00 on my checking account for something I did not authorize. I went on their site looking for help and the only thing I could do was enter my email addresses until I could get in and cancel for a refund. As I did not open the account, all ability to cancel or followup is lost to me. My card is linked to the Yext account and I cannot cancel via my credit card. Rather, I need Yext to cancel. There's no recourse or action and I cannot get any feedback from Yext to cancel the fraudulent account using my identity.

  

  Business Response

  Date: 11/29/2022

  Hi ******, we'd be happy to clear this up and cancel your account as well as issue a refund. Please contact us via ******************************************* and our Support team will take care of you. 

• Initial Complaint

  Date:11/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/14/22, Yext charged us $499 without any authorization. We tried to reach out and resolve the situation, but the company phone number got silent, and there was no other option to contact.

  

  Business Response

  Date: 11/17/2022

  Hi ********, we have confirmed that our Support team has reached out to you directly to clear up any miscommunication regarding your Yext subscription. We have promptly canceled your account and refunded you in full. We appreciate coming to an amicable resolution. Thank you. 

  Customer Answer

  Date: 11/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/24/2022

  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 was charged $499.00 on my checking account for something I did not authorize. I went on their site looking for help and the only thing I could do was enter my email addresses until I could get in and cancel for a refund. Yext, forces you to have a stagnated account yet paid. But I never wanted an account, and I'm paid through October 1, 2023. THEY ARE JUST GOING TO KEEP MY MONEY? I cancelled within minutes OF SEEING THE CHARGE ON MY ACCOUNT because I was unaware of the charge until I logged in and saw my bank statement. I will not rest until they do right by me. There has been no response to my emails or phone calls, so I need help in getting my money back from this company.

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved in reference to the refund of $499 due to post to my account within **** business days. 

   

  However, Yext.com placed a business listing information block for a year preventing updates to my listings anywhere on the internet. As you know, my business listings with the better business bureau **************** is due to be transferred to The ******, ** BBB. *************************************** is no longer the address for my home nor is it the address for my business (home office). The new address that I updated to is *********************************************************************************** *****

   

  Please see attached

  
  Sincerely,
  
  *** *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/07/2022

  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.

  Yext has incorrectly categorized my business as "Social Security Lawyer" when a yahoo search is performed. I am not a lawyer. I have spent months trying to resolve this with Yext to no avail. They need to classify as business as "Social ************** Services" or ****** Services". I refuse to be blackmailed into buying a package for them to "fix" the false information that they have created. They claim they use Yelp to determine categories but no where in my Yelp listing, does it say "Lawyer". I believe their algorithm incorrectly groups "Law", "Advocacy" and/or "********************** to Listing is uploaded as an attachment.

  

  Business Response

  Date: 10/07/2022

  *********************, after doing background research on your interactions with our Support team, I understand that you initially reached out to get your business information updated on Yahoo. I want to first clarify that any listings that aren't powered through our service have not been edited or created by us. We can only update the listings of businesses that have a subscription with us. If you do not have an account with Yext, we haven't provided any information about your business to any search directories. We do not have any subscriptions for locations that match the phone number or address you've shared.

  Yext has partnered with Yahoo and provides a solution to verify and push your location information to Yahoo basic listings. With a Yahoo Free Basic Account you are provided a dashboard where you can make updates to the Business Name, Category, Phone Number, and Address of your business. There is also a section for you to add your contact email and a website. After creating your account, you simply need to opt into submitting your data. 
  
  Please bear in mind that the Yahoo Free Basic Listing submission does not guarantee that the listing will be updated. The information is submitted to Yahoo for review, and Yahoo alone has control over whether the business information is updated.
  
  I want to quickly follow that point of clarification by saying that Yext is not the only way to update your business information online. You can 1) reach out to the sites directly and 2) submit updated information to data aggregators work for business owners. Admittedly, this approach requires a bit more elbow grease than the Yext platform but is still a viable and free/less costly option.
  
  Many search engines compile data from a number of different sources. One of those sources is data aggregators, which are sites that crawl the internet for public records, utility bills, free government feeds, etc. Search engines like ****** then pay those data aggregators to use the information they gathered to make updates to the business listings on their sites. You can use the following contact information to get in touch with the four major data aggregators. Sending your updated business address to them is a good place to start.
  
  Infogroup: *********************
  
  Neustar/Localeze: **************
  
  InfoUSA: ************
  
  Acxiom: ************

  I hope this clarifies the situation. We wish you all the best.

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid hundreds of dollars, per year, for them to post listings to their affiliated business directories.A consistent Name Address Phone (NAP) is an important part of ******** local search and Local Pack algorithms. Errors in NAP damages a company's local search rankings.Yext controls several affiliated business directories. These directories will not accept updates from anyone except Yext and continue to publish incorrect NAP about our business. localstack.com localdatabase.com unilocal.net zmaps.net Yext via these controlled databases has demanded we keep paying them to prevent their publishing of old outdated NAP information. When we canceled Yext they told us in writing "Its important to know that the listings could go back to the pre-Yext stage if a client decides to opt-out of the service(s), but that decision will depend on each Publisher's behavior only!This being said, starting from that moment, Yext is not going to have any more control over any of the matters related before with the business.To be even clearer, once an account isn't active, Yext can not assign the entries in the different portals. This request should be discussed with the individual publishers.

  

  Business Response

  Date: 10/06/2022

  Hi ***, I'd like to clarify what happens when you cancel your Listings subscription with Yext. Since you canceled, we simply stop calling the publisher APIs on the clients behalf. We never send old data or attempt to revert listings. Beyond being a terrible business practice, doing this would jeopardize our relationship with publishers. Hurting a publishers data quality hurts their business. In the absence of Yext or another provider with API integrations actively managing a listing, the data for each listing may change over time as the publisher relies more heavily on other non-direct data sources, including aggregators and crowdsourced user-generated content. Since each publisher takes a different approach, this will happen at a varied pace and could lead to disparity of data points from publisher to publisher. 
  The situation described above is the default state of how data changes over time within many publishers. In the absence of someone, like Yext, explicitly keeping the data updated and accurate via a direct API integration, most publishers will look to a combination of third-party data sources in an attempt to stay up to date. Unfortunately, there is no one-time permanent fix for a listing.  

  I want to quickly follow that point of clarification by saying that Yext is not the only way to update your business information online. I have seen the two-pronged approach of 1) reaching out to the sites directly and 2) submitting updated information to data aggregators work for business owners. Admittedly, this approach requires a bit more elbow grease than the Yext platform but is still a viable and free/less costly option.Many search engines compile data from a number of different sources. One of those sources is data aggregators, which are sites that crawl the internet for public records, utility bills, free government feeds, etc. Search engines like ****** then pay those data aggregators to use the information they gathered to make updates to the business listings on their sites. You can use the following contact information to get in touch with the four major data aggregators. Sending your updated business address to them is a good place to start.

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

  I hope this clarifies the situation. We wish you all the best.

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Clearly stated in first communication: The following list (not all inclusive) of directories have no point of contact except Yext. Only Yext can correct these databases. 

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

  These directories have removed all thier contact informaiton and and have changed their domain registration to various "Private Registrations" to hide thier contact information. The **************** Providers who are paid to hide the information will not help. They are making Yext the single point of contact for changes.

  Yext published the information, therefore Yext should be responsible for removing it. 

  
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yext is engaging in exploitative business practices in conjunction with Mapquest. Mapquest purchases old/defunct business contacts from ****** or Bing. Even if you ticked a box for your address to stay private, Mapquest publishes your personal address online. The only way to get it off is to pay Yext money: $150-$499. Yext is involved in a blackmail operation along with doxxing company Mapquest. Though the first time I asked for my personal address to be removed, Yext ultimately cooperated and issued a refund, now my address has been published again just a day later. This is putting myself and my children in danger as the old, defunct business is of a sensitive/adult nature. Its next to impossible to get in contact with Yext. It takes days and multiple emails to break through their poor, internationally outsourced customer service. All the while my kids and myself are exposed to threat and also our reputation is at risk. I will not pay again to get personal information removed that I never consented to have published. Yext needs to stop this exploitative activity now!!!! I want my personal information removed immediately and I dont want to have to pay for it.

  

  Business Response

  Date: 09/29/2022

  Hi ****, we understand you have concerns regarding your previously managed listing with MapQuest. We have confirmed with our Support team that your Yext subscription has been canceled and a refund has been issued. Yext is no longer syncing your data to MapQuest in any way. It appears that any relevant listings have already been removed. If you are still having issues with your data on that platform, please reach out to them directly at *************************** We wish you all the best. 

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My home address keeps popping up as a business, everytime I try to remove it (from places like map quest) I am told it will only be temporary because they update their information from Yext. Now all of my addresses pop up as this business again and Yext says this is not a problem they can help me with. Every place I have gone to have referred me to them. This is causing random men to show up at my house, where I am alone with small children, because of the type of company that is listed. I am the second owner of my home and live next door to the family who built it. This business has never been at this address. I called a few times with in the past year and this is my second time trying to go by email.

  

  Business Response

  Date: 09/22/2022

  Hi ******, after doing background research on your interactions with our Support team, I understand that you initially reached out to get your personal information removed from an online listing. I know this interaction left you frustrated and I know it is important to not have your address mixed up with a business. I want to first clarify that any listings that aren't powered through our service have not been edited or created by us. We can only update the listings of businesses that have a subscription with us. If you do not have an account with Yext, we haven't provided any information about your business to any search directories. We do not have any subscriptions for locations that match the phone number or address you've shared.

  I want to quickly follow that point of clarification by saying that Yext is not the only way to update your business information online. I have seen the two-pronged approach of 1) reaching out to the sites directly and 2) submitting updated information to data aggregators work for business owners. Admittedly, this approach requires a bit more elbow grease than the Yext platform but is still a viable and free/less costly option.

  Many search engines compile data from a number of different sources. One of those sources is data aggregators, which are sites that crawl the internet for public records, utility bills, free government feeds, etc. Search engines like ****** then pay those data aggregators to use the information they gathered to make updates to the business listings on their sites. You can use the following contact information to get in touch with the four major data aggregators. Sending your updated business address to them is a good place to start.

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

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

  I hope this clarifies the situation. We wish you all the best.

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

   

   

   

  Mapquest specifically told us that they got this info from Yext and gave us you number. They told us they could delete the info but in a few months it will be right back there if we dont remove it from Yext. I do not have a business so my name and number wouldnt be linked to it. I cant change the info as I am not the business owner, we arent sure why our home was listed as the address.  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *** ********
  
  
  
  
   
  

  

  Business Response

  Date: 10/05/2022

  Hi ******, since you do not have an account with Yext, we are not delivering any of your data to MapQuest or any other publisher, so there is no reason for your data or listings to reappear if they were removed. Any listings that you still see on MapQuest that you have an issue with must be taken up directly with MapQuest. We cannot unilaterally remove any listings off of third party publishers, especially when they are not in any way synced with Yext.