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Yellow Pages Ltd., already the country’s bigger administrator of blast directories, has taken advancing accomplish to reinvent itself as a agenda announcement belvedere — but accustomed and aloft barter say this activity includes locking them into affairs they did not accede to and advancing them with lawsuits and accumulating notices until they pay for casework they do not want.



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The aggregation has hundreds of abrogating online reviews and an “F” appraisement from the Bigger Business Agency (BBB); it has additionally been complex in hundreds of lawsuits beyond Canada.

Both barter and attorneys catechism the acknowledged authority of what are about verbal, over-the-phone agreements amid small-business owners and Yellow Pages. Often, however, the blackmail of acknowledged action, the accident to a company’s acclaim appraisement and the arduous aggregate of adjoin a baby affirmation in cloister accept pushed business owners to artlessly achieve the claims adjoin them and move on.



“It would aggregate me maybe like $1,000 to buy out my arrangement for what I had left, and it would apparently aggregate me $1,000 in lawyer’s fees, additional my headache,” explained Jacqueline Laundrie Krokis, the buyer of Jack Pine Dental Hygiene in Slave Lake, Alta. “I aloof absitively to pay it out.”

Aback she active up for anniversary agenda announcement casework with Yellow Pages, Laundrie Krokis said, she was promised she could change the acceding of her plan at any time. Aback she tried, she said, a Yellow Pages adumbrative told her she had agreed to a abounding year of casework and that she could abandoned advancement her anniversary plan.



“It is a accident for a baby business, their aboriginal year, to pay an added thousand dollars,” she said. “Everyone I allocution to, I say, ‘Please break abroad from Yellow Pages.’ This was the bigger aberration that I fabricated in aperture my business.”

Yellow Pages, headquartered in Montreal, did not acknowledge to afresh requests for an interview, but eventually provided accounting answers to a anniversary of questions by email through a adumbrative of accessible relations abutting National. In the email, the aggregation responded to small-business owners’ apropos by advertence that anniversary case is different, that their barter consistently appear aboriginal and that their chump anniversary administration investigates instances of chump annoyance and provides remedies.

“As professionals alive with professionals, we focus on added aggregate and bright business agreements,” wrote the company.

But a dozen aloft Yellow Pages audience who aggregate their belief with Business in Vancouver disagree, as do the hundreds of individuals and small-business owners who accept logged complaints with BBB, on Facebook and Google, and with analysis websites such as SiteJabber, area the aggregation has 152 one-star reviews. These accomplish up 97 per cent of the 157 reviews logged on the armpit at the time of writing.

“It’s unbelievable,” said Wayne Lackner, buyer of Urban Cedarworks Ltd. in Victoria. “It’s astonishing how they can conduct their business like that and still be in business.”

The belief vary, but they about affection the aforementioned complaints: ambiguous sales advice and cryptic business terms, an immense attack to acquaintance a chump anniversary adumbrative and accuse for casework the chump believes were not agreed to. Unpaid invoices get followed up with automatic calls, accumulating notices and acknowledged threats.

Over the phone, Harmeet Singh, buyer of Burnaby-based Centrum Electric Ltd., active up for Yellow Pages agenda announcement casework for $250 a month.

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“After two months — two and a bisected months — I accomplished I didn’t get alike a distinct job,” said Singh. Afterwards one advance in bristles months, he absitively to abolish his subscription, but was told he had agreed to a one-year contract. He said the aggregation offered to about-face him to a $100-a-month plan if he agreed to alpha a new one-year contract.

Singh banned to pay, and his $2,500 tab continues to grow. He said the afresh threats to accelerate his anniversary to collections are torture.

“I’m so depressed about it,” he said. “I’m a poor guy. I’m a poor businessman. I can’t pay. I don’t appetite to pay them, honestly. It is not about $250 — it is about the principle.”

Richard Thompson, buyer of Pest Xpress Inc. in southern Ontario, said he agreed to three months of casework in 2016 at $300 a month.

“I agreed to the three months aloof over the buzz — there’s annihilation to sign, aloof a exact agreement,” said Thompson, who accustomed three calls and one advance through Yellow Pages during that time. “I anticipation that was it, that it was over. They capital me to go best — I wasn’t interested.”

At the end of January 2017, he got a $300 bill. A aggregation adumbrative told him, “‘Because we couldn’t get a authority of you, we automatically renewed you afresh for your contract,’” Thompson recalled.

“You’re cogent me that a abridgement of me adage ‘No’ agency I beggarly ‘Yes’? They said, ‘Well that’s aggregation policy.’ That’s appealing abundant their acknowledgment at Yellow Pages for everything, is ‘It’s aggregation activity so we can do what we want.’”

Because acknowledged fees would accept surpassed what he owed and because he didn’t appetite to accident affecting his acclaim score, Thompson paid Yellow Pages $900 in 2017 for casework he says he didn’t appetite and did not accede to.

Urban Cedarworks has been in business for about 20 years, and Lackner was a Yellow Pages applicant for abounding of them. He acclimated to accept an anniversary annual accepting from the company, but didn’t in 2016. He did, however, get a allegation on his acclaim card.

“They never beatific me any accepting of my contract. No emails and no articulation mails. Supposedly they said that they larboard me bristles messages, but it was on a pager,” he said, and one that was out of service. “It was about absurd to get a authority of anyone to accord with it.”

Afterwards three to four canicule of emails, buzz calls and belletrist to Yellow Pages offices in B.C. and Montreal, Lacker said Visa Inc. antipodal the charges. Visa additionally antipodal them a additional time aback new accuse came through the afterward month.

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“If it wasn’t for Visa activity to bat for me, I anticipate I would accept had a adamantine time,” said Lackner. “It was crazy what they array of fabricated you do.”

Yellow Pages relies heavily on the affirmation that it establishes exact affairs with audience over the phone. Exact affairs are legitimate, but still crave the three capital elements of a accurately acknowledged contract: an offer, accepting and consideration. In the cases above, Yellow Pages presented an activity of services, and, the aggregation claims, the chump accustomed that offer. Appliance is the barter of value, such as money paid for agenda announcement casework rendered. 

“I would say the affair actuality is acceptance, and whether or not the accepting is valid,” said advocate Dana Gordon, architect of Benchmark Law Corp. “If the actuality on the added end doesn’t apperceive absolutely what they’re accordant to or accepting, again the arrangement wouldn’t be valid.”

Gordon added that a arrangement requires that the ambition abaft it is bright and mutually understood. She said the aggregate of ambiguity and abashing about what Yellow Pages appears to activity barter — and how — calls accepting into question.

“I would say it’s actual accessible that these declared affairs that they’re entering into are not binding,” Gordon said. “If Yellow Pages wants to sue you, let them. Because they’re activity to accept to prove that it’s valid, and I anticipate it’s activity to be tough.” 

Yellow Pages has sued. Back 2005, the aggregation has been complex in added than 220 bigoted baby claims cases in British Columbia.

Jas Chung, architect and CEO of Bombay Hair, said she was bound into a arrangement afterwards her accord and, alike admitting Yellow Pages afield listed her aggregation information, she acclimatized the cloister affirmation for abhorrence her acclaim would be affected.

Don Bailey, buyer of Prince George-headquartered Fox Professional Driver Training Centers Ltd., paid $6,000 to achieve 50 per cent of his claim. His affair anachronous aback to aback Yellow Pages printed concrete buzz books. Alike admitting his business had moved, he said, Yellow Pages printed an ad afterwards his approval or review, and with incorrect information.

“I aloof let ’em accept it,” said Bailey. “I’ve heard annihilation but abhorrence belief about it up here.”

Added than 1,300 cases accept been filed in the Cloister of Quebec in the aftermost three years, according to advocate Jean-Philippe Caron, architect of Calex Acknowledged Inc.

“It’s a authentic browbeating tactic,” said Caron, who believes the aggregation banks on abate businesses not compassionate how to acknowledge to or claiming Yellow Pages’ claims. “Ninety-five per cent of the cases go by absence because bodies don’t accept the money, the resources, to apperceive what’s activity on or to avert themselves.”

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Calex is advancing a class-action accusation adjoin the aggregation in Quebec. Caron presented the case to a adjudicator in December and is apprehension a accommodation on whether the case can proceed. The accusation hinges on a different commodity in the province’s civilian laws that allows for an abandoned to abolish a arrangement afore its term. This appropriate can be renounced, and Caron has argued Yellow Pages bootless to explain to its barter that in entering into Yellow Pages contracts, barter were giving up that right.

Caron said Yellow Pages aggressively pursues barter in cloister over baby claims, and that his abutting has articular amid 600 and 700 individuals whose cases were surrendered by absence because they had bootless to respond.

The absence cardinal has austere implications, giving the aggregation the appropriate to appropriate houses, coffer accounts and added assets. Afterwards a acumen has been rendered, there is annihilation barter can do, Caron said.

“We anticipate there’s been some corruption here,” said Caron. “We’re activity to get a fair advantage for the little companies that got generally trapped in a arrangement they didn’t understand.”

It about makes little banking faculty to appoint a advocate to activity a baby affirmation in court. Filing fees abandoned can aggregate hundreds of dollars, and acknowledged fees can bound amplitude into the thousands.

Cloister annal appearance that some companies have, however, pushed aback adjoin Yellow Pages’ claims.

Yellow Pages sued Bruce Muirhead and Surrey-based Kingdom Truck Accessories Ltd. in 2015 for added than $15,600, alike admitting Kingdom Truck buyer Scott Muirhead said his brother had annihilation to do with the aboriginal anniversary arrangement and wasn’t complex with the aggregation at the time.

A accumulated anthology address shows Bruce Muirhead was not an administrator or administrator of the aggregation at the time Yellow Pages filed its claim, which argued that he was. Bruce Muirhead and Kingdom Truck filed a acknowledgment alleging Yellow Pages had bootless to accomplish anniversary and every appellation of their agreement, and that as a result, the business suffered losses of over $10,300. Yellow Pages withdrew its claim.

In 2013, Yellow Pages claimed the Royal Oak Golf Club had bootless to pay a about $5,000 antithesis for 2012. The club argued the arrangement should accept asleep in 2011, and cloister abstracts appearance it advised gluttonous abatement from the cloister afterwards it said Yellow Pages connected to annoy the club and allegation absorption on an aggregate that was actuality acknowledged in court. Yellow Pages did not book the appropriate balloon statement, nor did it appear trial. Its affirmation was dismissed.

In 2015, Yellow Pages went afterwards Vancouver advocate Glen Sherman for abutting to $15,000 additional interest. Sherman responded that there should accept been no aggregate owing, and Yellow Pages withdrew its affirmation about six weeks afterwards mediation.

“I accept it can be actual alarming aback you accept a business calling you and cogent you that you owe them money,” said Benchmark Law’s Gordon, who has doubts about Yellow Pages’ claims. “If they appetite to abuse lawsuits, again I would aloof alarm their barefaced and say, ‘OK, sue me.’”

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Outside of afterward through with a lawsuit, the options for businesses in such a bearings are limited.

While Yellow Pages has a appraisement with BBB, it isn’t a member. Consumer Protection BC can accommodate abetment abandoned on issues amid consumers and businesses, and not on issues amid companies. The Competition Agency could not affirm whether it has advised Yellow Pages because it undertakes its assignment confidentially.

However, the agency wrote to BIV that Canada’s Competition Act prohibits the authoritative of materially apocryphal or ambiguous representations — ones that could advance a actuality to a advance of conduct that they accept to be advantageous. In chargeless a ambiguous representation, the agency wrote, a cloister takes into anniversary a representation’s accurate meaning, as able-bodied as the accepted consequence conveyed.

The small-business owners who batten to BIV said they accustomed few to no leads from their cable with Yellow Pages, and claimed they were accustomed assurances — that they would be able to change their contract, for instance – that angry out to be false.

British Columbia’s Business Practices and Consumer Protection Act states consumers may abolish a continuing casework arrangement at any time if there is a actual change in the casework provided by the supplier, such as aback casework are not completed. However, the act is advised to assure consumers, not businesses. Its appliance would depend on the case and would accept to be argued in court.

Yellow Pages referred BIV to its announcement acceding and conditions, which are accessible online. The aggregation wrote that best casework provided to baby businesses are for 12-month terms, which get automatically renewed for addition appellation unless barter accommodate accounting apprehension of non-renewal at atomic three months afore the end of the term, according to the company’s website. The aggregation additionally declared that these acceding are explained to barter aback they acquirement services. Abounding barter acerb disagree.

“When faced with the abstraction of demography time off work, activity bottomward to the cloister registry, advantageous your fees, accepting to cross the accomplished process, which can booty absolutely a continued time, a lot of bodies aloof accept not to accompany their acknowledged rights,” said Shannon Salter, armchair of the province’s Civilian Resolution Attorneys (CRT).

“I anticipate that can be actual arresting for people, and assorted beyond an absolute society, I anticipate it can abrade aplomb in the amends system, because bodies don’t accept admission to amends for their accustomed disputes.”

The CRT handles arrangement disputes and has absolute administration over baby claims cases beneath $5,000, which get referred to it by default.

Salter said the CRT has abounding a gap in the amends arrangement by accouterment consumers with accoutrement and free, online, plain-language acknowledged advice to bigger accept disputes. Fees for a attorneys accommodation aggregate a atom of the acknowledged costs associated with activity to court, and, on average, the 5,000 baby claims cases the CRT handles anniversary year get bound in four months — beneath than bisected the nine to 11 months it took agnate cases to assignment their way through the cloister system.

The CRT would now by absence handle any baby claims beneath $5,000 brought advanced by Yellow Pages in British Columbia. CRT and Canadian Acknowledged Advice Institute databases appearance no attorneys decisions involving the company.

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In 2009, there was an attack at a class-action accusation adjoin the U.S. aggregation Yellowpages.com LLC, again endemic by AT&T Inc., for aperture of arrangement and for violations of the New Jersey Consumer Fraud Act. It declared New Jersey business owners were induced into affairs through counterfeit misrepresentations and omissions apropos Yellowpages.com’s casework and the acceding and altitude of its anniversary agreements.

The adjudicator authoritative over the case denied its certification, partially on the area that the adventures of the plaintiffs assorted too abundant to authorize a chic action. About the facts presented in the decade-old accusation are about identical to the complaints adverse the Canadian Yellow Pages today.

“These practices are not new — they’ve been accident for abounding years,” said Olivier Vincent, architect of Canadian Buzz Directories Holdings Inc. (Canpages), which was acquired by Yellow Pages in 2010.

“You can accept these advancing behaviours aback you’re the monopoly, which is area they were afore Canpages arrived,” said Vincent. “It absolutely helped our aggregation to be what we capital to be: to be the liberator of a bazaar that was dominated, too dominated, by one company.”

That bazaar has back apparent a revolution, with a advanced ambit of companies — Google, Facebook, Yelp, HomeStars and TrustedPros amid them — focused on customizing and enabling searches for services.

“I don’t apperceive who’s activity to Yellowpages.ca anymore,” Vincent said.

The business casework Yellow Pages provides to baby and medium-sized businesses accomplish the aggregate of the company’s revenue. In 2017, these casework were amenable for 79 per cent of the $746 actor the aggregation brought in. Added than two-thirds of those casework were digital.

The company’s antithesis area reflects its attack to acclimatize to a mural that has acquired acutely over the aftermost decade.

In 2017 — the best contempo budgetary year accessible — Yellow Pages acquaint a $589-million net loss. The aggregation absent 12,500 barter afterwards accident 3,500 the year before. Its revenues accept collapsed 54 per cent over 10 years.

In 2018’s third quarter, Yellow Pages absolutely bald its absolute acreage division, awash RedFlagDeals.com and afford 1,617 advisers year-over-year.

It additionally saw its acquirement abatement 26 per cent to $130 million, but it was in the atramentous with profits of $27 million, up from a $7 actor annual accident the year before.

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Abounding business owners can’t advice but feel they are address some of the costs of Yellow Pages’ advancing attempts to antithesis its books.

“It’s so infuriating,” said Laundrie Krokis. “You’re accepting into a contract, they’re not answer it properly… by cogent you that you can change your plan.”

Alike afterwards she annulled her plan and paid out her year, she kept accepting anniversary accuse from Yellow Pages.

“I told them… ‘This is a accident for me.… I do not appetite to be advantageous this. This is advancing beeline out of my pocket.’”

Ross McLarty, accomplice with McLarty Wolf Litigation Lawyers, said it’s “very odd” to see companies await on exact affairs in business-to-business transactions, decidedly aback a large, accustomed aggregation is involved.

“The acumen why businesses don’t use exact affairs is because they’re unreliable, difficult to prove,” said McLarty. “It’s amazing to me that there’s not some accepting by email.”

The best way to barrier adjoin that ambiguity is to ask that a arrangement be put in writing, and to apprehend it absolutely — accomplished book and all — afore signing the agreement.

If a exact arrangement has already been fabricated or is the abandoned advantage available, business owners can anon accelerate an email or address a letter to the added affair account what was discussed, the acceding of the agreement, what was advised and what was promised. Doing so creates a accounting almanac that can be calmly accessed should issues arise.

People’s Law School in Vancouver recommends that individuals thoroughly analysis a aggregation they plan on application with, which includes visiting analysis sites and amusing media pages. The school’s website provides advice on the accomplish addition should booty afore entering into an agreement, an individual’s acknowledged rights in arrangement disputes and answers to accepted arrangement questions. It additionally offers chargeless arrangement templates, and templates for belletrist to formally accuse about a poor accepted of anniversary or to abolish a arrangement that has been breached.

The Canadian Bar Association’s B.C. annex offers a acknowledged hotline with chargeless acknowledged advice 24 hours a day, seven canicule a week, which is additionally accessible online.

“You don’t appetite to go about complaining,” said Laundrie Krokis, who had abandoned a exact arrangement and chose not to advance the time, money or activity to booty her case to court. “I aloof affectionate of capital to save bodies from accepting the agnate experience.” 

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hwoodin@biv.com@hayleywoodin

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