Help with Yelp

I represent a school that has only 2 yelp reviews, 1 4 star, the other 1 star.

We are having an issue with Yelp to the point where we complained to the BBB but to no avail.

The one star review for the school was by someone with a completely anonymous name "Your customer" or something along those lines so they cannot determine who wrote it. The actual review is only 1-2 sentences long and is extremely general and vague "worst administration ever, they charge fees without consent...I do not like this school." That is pretty much it.

The school registered on Yelp and sent a PM for the reviewer to provide specifics so that they can look into the situation and assist. The user never responded. 6 months passed and the school sent a second PM, waited 6 months, again, no response. At this point, the school made a public response stating how the reviewer never responded, how fees don't change and are in the fee schedule prior to enrollment, and provided an email to contact the school directly, again, no response. The school was respectful in every correspondence.

The reviewer never posted again after posting on the school so has now been inactive for well over 1 year. The school contacted Yelp stating merely facts, how the review itself was very vague, sent in a copy of the fee schedule that the school generated and there was how there was no deviation to it..the reviewer's handle had no first or last name or any identifying information, how the school reached out through Yelp 2 x and waited for over 1 year for any kind of response and received none, how the reviewer had a total of 6 reviews, 5 of which were 1 star and 1 which was a 5 star (seems suspicious), and Yelp refused repeatedly to remove the review. After carefully studying Yelp's own TOS, they state reviews that seem "intrinsically motivated" to share experiences that can help others. Reviews that provide specifics, reviewers that are active... none of these apply to this review yet it remains.

The thing is the school, in real life, actually has an excellent reputation in the community and is a truly good school. But online reputation does have an impact.

What should we do? At first we did not want to reach out to the many happy parents as Yelp's TOS advises against that (now we are thinking to do this). But it seems grossly unfair as the school has abided by Yelp's suggestions each way and reached out 3 x to the reviewer, yet the reviewer has not responded or ever provided specifics. The school hoped by complaining to the BBB that it would be escalated to someone who has some better judgement at Yelp, but the BBB effectively could do nothing as there was really no sale of a good or service they kind of shrugged their hands clean.

What else can we do?