Today I got a notification from Yelp that they removed one of my reviews. In my review I reported that ironically, a therapist who advertised as serving a diverse group of people with a focus on coping with health challenges and “aging gracefully”, did not have a wheelchair accessible office.
The review was removed by Yelp as not being substantive.
I have to assume that this was done at the business owner’s request. That seems pretty sad to me. It would be better practice for her to ask former clients for reviews.
Yelp is often very useful for me. I don’t review businesses often and when I do, it is normally to say positive things and thank people for doing a fantastic job. I also try to mention businesses that consider access or are particularly thoughtful or accessible for wheelchair users. But I feel stubborn here.
Yelp should not remove reviews for reporting lack of wheelchair accessibility. Lack of accessibility in any business is incredibly useful information for many of us. My review potentially would save other people who have difficulty with stairs from wasting their and Dr. Schochet’s time.
When I wrote the review, I was feeling bitter and sad that I had gotten my hopes up at finding a fabulous sounding therapist who would understand what I needed to talk about so I wouldn’t have to explain all of disability politics and the feelings of loss and worry I was coping with.
Here’s my old review, admittedly sarcastic –
“Her ads say that she deals especially with “Adjusting to health changes” and aging gracefully, but her office is up a flight of stairs and the bathroom is up another flight of stairs. So if you are disabled, you will likely need to look elsewhere.”
Seriously, is that all that bad? That was it. That was all I said.
Here is Dr. Schochet’s description of her practice from Yelp:
* Diverse San Francisco practice includes:
Visual and performing artists, creatives
Newcomers, immigrants, expats
LGBTQI, alternative lifestyles
* Guidance with navigating life transitions:
Adjusting to health changes
Improving the quality of your relationships
Adapting to work challenges
Here is my newly submitted review:
In 2014 I called this doctor to try to get counseling as I coped with ill health, physical impairment and increasing loss of physical mobility and the challenges of having a full time job while being a wheelchair user in chronic pain. I understand that not everyone’s office can be accessible, especially if someone has a home office. However, as this therapist advertises her practice as focusing on topics like “aging gracefully” and “adjusting to heath changes” I thought this might be a great fit for what I was looking for. After some phone conversation Dr. Schochet, who seemed very nice, let me know that unfortunately her office had many stairs to get to it and the bathroom is another flight of stairs away.
I think it is useful to note, for other wheelchair users or people with mobility limitations, this practice is not wheelchair accessible. I believe that not being able to physically access a business due to its lack of wheelchair accessibility counts as a substantive consumer experience.
My 3 star rating is based on the fact that Dr. Schochet seemed perfectly nice and professional on the phone when i spoke with her about her practice and what I was looking for.
Let’s see if it stands. I think it is perfectly fair. This review explains more clearly that I had some personal engagement and experience with the business owner, and how this information is a useful addition to Yelp.
This blog post is for the meta issues. I don’t approve of the action of the psychologist who may have requested my review’s removal, if that’s what happened here. She may be a very nice person and a good psychologist. My impression of her was fine. But, if she petitioned Yelp to have my accessibility report removed, that does not speak well for her as a therapist for a “diverse” population. This is the opposite of what a person who believes in diversity, and being a good ally, should do.
I also think deleting an honest and fair review is just silly. As should be clear from this post, it will only have the opposite effect from what you may intend, because I can just post my experience somewhere else and describe it even more thoroughly, including the sad and embarrassing part where someone tried to silence a fairly reasonable and minor critique, unlikely to affect anyone’s decision who isn’t also a wheelchair user . . . . Truly a bit ridiculous.
I would like to call out Yelp for bad judgment in this small and more or less unimportant decision. My concern is that it may stem from a very bad policy.
Is it Yelp’s policy to not allow criticism of accessibility?
The review was removed “because it lacks a substantive consumer experience”.
I hope my new review makes it clear that I did have a substantive consumer experience. I had the experience of not being able to use the business at all.
If I can’t GET INTO a business to use it, then do my reviews not count? I believe they do count, and that they are useful information for others to make their decisions.
My own house has stairs and is not accessible. If I have a bad day and can’t manage the stairs or am in too much pain to handle the stairs and still function after I get down them, then I don’t leave the house.
Any time that I know in advance that a business or venue is not accessible, I feel deeply appreciative. I can choose not to go and make other plans, or I can decide how to navigate or negotiate its barriers, or I can make sure I have someone with me to help. Any sort of information about barriers to access is helpful!
That’s ultimately why I mention accessibility. It is because I am thinking about the experience of other people with disabilities and am acting in solidarity with them. It is a political act. It’s not to punish anyone for being in an inaccessible location. It’s to improve the world for everyone one step at a time. Bitter humor is often helpful but it is not necessary and you will note I tried to leave that tone out of my second attempt at a review.
Meanwhile, here is an amusing list of Wheelchair Inaccessible businesses in San Francisco, also from Yelp.
I would never have thought about this again ever, if Yelp had not removed my trivial two sentence comment about lack of wheelchair access, but now I’m a bit ticked off, enough to write a blog post for half an hour. Cheers and peace out.
4 thoughts on “Yelp removes accessibility review”
Signal boosting on Twitter & FB.
Considering the amount of snark, not to mention the number of reviews without substantive content, I’ve seen on Yelp, I’m really surprised they removed your initial review. I wouldn’t have thought they’d have time for that.
It also seems to be a sad fact, in general, that people who talk about being open to diverse populations don’t actually consider the needs of people with disabilities or take the time and care to mention whether they can meet those needs or not. I think it’s just as important and respectful for businesses to be clear when they’re not accessible as it is to become accessible. Knowledge is power after all. 🙂
yelp reviews or the removal of them can be bought and paid for.
and the bipedal world of privilege is still crappy to wheeled people.
Update for the curious and for the Future!
Yelp apologized for taking down the original review. They kept the more detailed 2nd review.