Client's GBP misidentified as different company and flagged as duplicate

[SusaW]

Hello everybody!​

Our client, Brothers EZ Moving, with a location in Riverview and one in Tampa, has recently moved to a new Tampa address: 1110 N Florida Ave, Suite 204, Tampa, FL 33602 (previously 550 N Reo St, Suite 300, Tampa, FL 33609). Prior to their move, their Tampa GBP (ID 6429940643914282018) had been suspended for not following the guidelines.

Meanwhile, we have all the documentation, incl. Sunbiz record for the new address (see also website brothersezmoving.com) and their new DBA as “Brothers EZ Moving of Tampa.”

However, in the meantime our client’s business seems to have been misidentified/incorrectly linked by Google for a company called "Easy Moving Services, LLC,"” in Hollywood, FL. The Result: The profile is a confusing hybrid, mixing our own with their incorrect data (phone number, location, different company logo, etc.) and marked as a duplicate.

We do not understand how that might have happened and how to best resolve this. We’d be grateful for any help in this matter. Thanks a lot in advance!

 

[keyserholiday]

You need to contact support to get this fixed:
https://support.google.com/business/gethelp

 

[SusaW]

Update:

Thanks a lot! We were advised to file for a business owner conflict resolution, which we did. https://support.google.com/business/contact/business_owner_conflict

Ironically, this is the response we got:

Hi Susanne,
Greetings for the day! I hope you're well.
I am [...] from the Google Business Profile Support team.
This email is in reference to your business profile for "Brothers EZ Moving, 1110 N Florida Ave, Suite 204, Tampa, FL 33602, United States
We understand your concern regarding the profile for Brothers EZ Moving in Tampa being taken down, and the confusion caused by it being incorrectly linked or merged as a duplicate with another business in Hollywood, FL, resulting in mixed data. We recognize how important it is to have your client's business details, branding, and new Area / Region accurately reflected.
It looks like your issue will be best resolved through the Google Business Profile appeals tool.
For more information on GBP appeals, you can review ̣our Help Center article.

• If you have further questions related to this issue, please refer to how to fix suspended Business Profiles.
• For more support on a different issue, reach us through our Help Center.

Within 48 hours of our last interaction, you might receive a short feedback survey through email.
Kindly provide feedback about our interaction today and your overall experience with Google Support.


The Google Business Profile Support team


Unfortunately, it seems pretty much a cookie-cutter response... anyway, I have responded this:


Thanks for your response, but here is exactly where my problem lies:

We are not ABLE to use the appeals tool because due to the mistaken merge, we are being told that OUR GBP does not even exist!