Advice on how to remove detrimental business reviews

[Steven Pratsides]

I’ve recently been through Google’s recommended procedure to remove false, fake or fraudulent reviews related to my business. In Google’s infinite wisdom they decided that none of the 7 detrimental reviews posted contravened any of their policies.
I have been given a reference number for my case.
I am now at a loss as to how to proceed.
Any advice would be gratefully appreciated.

 

[Tim Colling]

Which of the Google terms of service did those reviews violate?

 

[Steven Pratsides]

Which of the Google terms of service did those reviews violate?

Hi Tim,
I felt that these 1 star reviews fell into the category of 'Fake or deceptive.
It could be argued that they could also be construed as 'Bullying & harassment'.
Google's decision was that there hadn't been any policy violation, which begs the question what sort of investigation was carried out?

 

[Marcin Karwowski]

Hi Tim,
I felt that these 1 star reviews fell into the category of 'Fake or deceptive.
It could be argued that they could also be construed as 'Bullying & harassment'.
Google's decision was that there hadn't been any policy violation, which begs the question what sort of investigation was carried out?

Hi

What is your basis for stating that they fall under 'Fake or deceptive' or 'Bullying & harassment'? Something that is in the content of the opinion?

There has to be hard and obvious evidence. Google does not engage in "hunches" or arguments about who is right.

 

[Steven Pratsides]

Hi Marcin,
The basis for me calling these reviews ’Fake’ is due to the fact that these individuals have never visited my Osteopathic practice.
Now how do I prove this to Google, who really don’t seem to be concerned that individuals are posting poor reviews either by mistake (ie. confusing my business with another with a similar name), or just being deliberately mischievous.
The posts have come in a group of 4 some 6 weeks ago and then 3 about a month later.
I am left feeling that this is a deliberate attempt to damage the reputation of someone who has been a successful healthcare professional for nearly 40 years.

And by the way most of these posts were absent of any content ie. They just left a 1 star rating.

 

[Marcin Karwowski]

Hi Marcin,
The basis for me calling these reviews ’Fake’ is due to the fact that these individuals have never visited my Osteopathic practice.
Now how do I prove this to Google, who really don’t seem to be concerned that individuals are posting poor reviews either by mistake (ie. confusing my business with another with a similar name), or just being deliberately mischievous.
The posts have come in a group of 4 some 6 weeks ago and then 3 about a month later.
I am left feeling that this is a deliberate attempt to damage the reputation of someone who has been a successful healthcare professional for nearly 40 years.

And by the way most of these posts were absent of any content ie. They just left a 1 star rating.

I see.
Then use this form. Check which opinions you can report and which you can appeal against, then, in addition to the report itself, you will be able to describe the review and even add additional evidence for support.
https://support.google.com/business/workflow/9945796?sjid=3725593809309140520-EU

 

[Steven Pratsides]

Hi Mercin,
I have used this link, explained the situation and Google have issued me with a Business Profile query number.
I managed to speak to someone today at a Google call centre and insisted I would like to escalate the process and I hope to receive a return call from a supervisor within the next 24-48 hours.

 

[Marcin Karwowski]

Hi Mercin,
I have used this link, explained the situation and Google have issued me with a Business Profile query number.
I managed to speak to someone today at a Google call centre and insisted I would like to escalate the process and I hope to receive a return call from a supervisor within the next 24-48 hours.

I'm glad I could help.
If this doesn't help, you can also write to the help forum Google Business Profile Community

Good luck

 

[Stefan Somborac]

@Steven Pratsides - Note that the form posted by @Marcin Karwowski can be used twice! Use it to report a review, and if it's not removed, use the same tool to appeal the decision! Note the option "Check the status of a review I've already reported..." in the screenshot below.

And I second @Marcin Karwowski's recommendation to follow that up by trying the community support forum. I strongly recommend the forum as your next step whenever GBP's "standard" support channels let you down, whatever the problem.

Finally, in my experience, arguing that a review was left by someone who was never a customer doesn't work. Users can create a Google account using any name, so there's no "truth" to the name. An unfamiliar reviewer name could just as easily be a real customer writing a real review as a non-customer writing a fake review. I recommend that you review Prohibited & restricted content and try to find another reason for reporting the reviews.