Linda Buquet

Moderator
Local Search Expert
Joined
Jun 28, 2012
Messages
13,312
Reaction score
4,241
I've mentioned with the advent of the new Google Places dashboard another change is coming. You will no longer be able to simply reclaim a listing that has been claimed in another dashboard. Even if the owner claimed it and can't remember the log in, or a ex-employee claimed it OR the previous SEO won't turn it over. We were told there would be 'options' to recover a listing and take over ownership, but those options were not clear.

Kerry Fagan one of our members just gave me a head's up on an experience their company had that sheds a dim, unpleasant light on the problem many of you are going to start butting heads with. Josh Volk gave a nice overview at their blog explaining the issues.

I'll name this new problem you are going to have to deal with "Reclaim Hell", based on the following post - if this Google support reply is representative of the hoops you may need to jump through.


Google Maps Listings Are Being Locked Out [UPDATE]

I just got off the phone with Google support about this little issue and they told me that yes, this verified owner listing stuff started to roll out within the last two weeks. The best course of action to take would be to find the owner and, just as before, have them give me the login or delete the listing from the account in order to re-verify. How long it takes for that check mark to disappear and me to be able to take over the listing after it has been deleted isn’t yet known (and I don’t think it will be in this case).

Support did give helpful info in telling me that it was an @gmail.com account and the last edit was made to the account on March 14th, which was adding the website. Then Support presented two options in figuring out how to proceed: The first was reclaiming the listing after it had been idle for AN ENTIRE YEAR and the second was calling Support back to tell them that the business owner still has no clue, at which point they will call the business owner to truly verify everything I am saying and can then remove the claim from the other account.

Now, the problem with the first solution is that waiting a year is extremely problematic, especially when Support tells me the last edit was made less than a month ago, and there’s no way to prevent the account holder from making another edit in 364 days to reset the clock. If this is the case, I feel the listing is a lost cause and it’s the end of the line.
Now that was only a snippet in fairness to Local SEO Update. So you need to go there to read the full post to understand the full ramifications and everything that was said/explained.

You may have read the post where I explain numerous problems that dual claimed listings pose:
WARNING: Dual Claimed Ranking Penalty - Drop like a Rock or Get Suspended.

So I'm glad the dual claimed listing problem is going away. It just seems that the support reply and options they offered are going to be too difficult to deal with in certain situations. However it may be less time consuming than dealing with the subtle, hard to identify problems that a hidden merged dupe
AKA dual claimed listing, that you didn't even know existed can cause.

What do you think???
 

Linda Buquet

Moderator
Local Search Expert
Joined
Jun 28, 2012
Messages
13,312
Reaction score
4,241
Josh posted a 2nd update to this issue.

SECOND UPDATE:

As Matthew points out in his comment below, and something I didn?t originally try, was to click on the ?Request Ownership? button. I just tried it and, as he says, it opens up a new tab for the Google Help page? which is totally unhelpful. Whether or not any email is sent to the owner (as it says it will do right on the page) isn?t displayed or showed.

So again, when I requested ownership, all that happened was a new tab opened for the unhelpful Help page, and the dialog box remained on the other page with no message about any email being sent. I?m not sure if Google Support wants to be completely inundated by phone calls about this from people trying to manage listings, but that?s about to happen.
 

Eric Rohrback

Moderator
Joined
Oct 3, 2012
Messages
1,021
Reaction score
343
The idea is good - no more dual ownership problems - but the execution from Google is absolutely terrible (nothing new there...). I'm pretty ticked off that there isn't an easy way to remove a listing from the new dashboard. Do you guys know of an easy way or at least a more direct link to the proper help menu? I'm really not 100% sure what the most appropriate help category is for removal of a listing from a dashboard.
 

Linda Buquet

Moderator
Local Search Expert
Joined
Jun 28, 2012
Messages
13,312
Reaction score
4,241
Eric try contact us > data problems > other, then scroll down a little below the grouped options and it's there. (Or something close to that. That's from memory. Don't have time to log out and login to my test acct right now.) But let me know if you can't find it and I'll do it.

Here is the specific page but I can't figure out how to nav there. This page only works if you are logged into an acct that has new dash.

Last option: https://support.google.com/business/contact/local_pages_editing_help
 

freerunr

Member
Joined
Feb 7, 2013
Messages
115
Reaction score
43
Thanks Linda. Yet another update on the issue that Josh discoverd: it appears that the PIN's for verification postcards sent out prior to the one-claimant rule launch (sometime last week?), but input into the backend of listings after the launch, may not work. So even if a verification postcard was sent to claim an already-claimed listing before the rule went into effect, it's as if the rule is retroactively applied to them. I know this will only matter to those who have sent out postcards within the past week or so, but just wanted to report it, anyway.

Note: this is based on a sample size of only one, so if anyone else can verify that this is indeed the case, please do!
 

Linda Buquet

Moderator
Local Search Expert
Joined
Jun 28, 2012
Messages
13,312
Reaction score
4,241
Thanks again for keeping us updated on this issue Kerry!
 

freerunr

Member
Joined
Feb 7, 2013
Messages
115
Reaction score
43
Let the updates continue.... Josh was talking to @GooglePlaces on Twitter, and it sounds like the implementation of this rule is still dependent upon which dashboard is used for which user in these instances. We're not sure if this means that a listing must be rolled over to the new Places dashboard before it's been locked out from another owner, or what. Keeping our ears to the ground...<iframe style="width: 1px; height: 1px; border: medium none; position: absolute;" allowtransparency="true" class="twitter-tweet twitter-tweet-rendered" id="twitter-widget-0" frameborder="0" scrolling="no"></iframe><script async="" src="//platform.twitter.com/widgets.js" charset="utf-8"></script><iframe style="display: none;" allowtransparency="true" id="rufous-sandbox" frameborder="0" scrolling="no"></iframe>
 

Colan Nielsen

Administrator
Moderator
LocalU Faculty
Joined
Jul 19, 2012
Messages
3,782
Solutions
4
Reaction score
1,919
Let the updates continue.... Josh was talking to @GooglePlaces on Twitter, and it sounds like the implementation of this rule is still dependent upon which dashboard is used for which user in these instances. We're not sure if this means that a listing must be rolled over to the new Places dashboard before it's been locked out from another owner, or what. Keeping our ears to the ground...<iframe style="width: 1px; height: 1px; border: medium none; position: absolute;" allowtransparency="true" class="twitter-tweet twitter-tweet-rendered" id="twitter-widget-0" frameborder="0" scrolling="no"></iframe><script async="" src="//platform.twitter.com/widgets.js" charset="utf-8"></script><iframe style="display: none;" allowtransparency="true" id="rufous-sandbox" frameborder="0" scrolling="no"></iframe>

Interesting, thanks Kerry.
 
Joined
Apr 25, 2013
Messages
41
Reaction score
10
Note: this is based on a sample size of only one, so if anyone else can verify that this is indeed the case, please do!

I can verify this now, it has come up a couple of times in the last two days for me.

I've actually been getting the Request Access stuff since the beginning of May, and have been getting quite a of them, due to the number of clients we have.

What I believe is happening for these is a PIN was sent out on the old dashboard, and then the account got updated to the new one, so that rule came into effect.
 

Cleaner44

Member
Joined
Aug 31, 2012
Messages
51
Reaction score
7
This is an important thread and I though it could use a screen shot of the Request Ownership dialog box.

Request Ownership.jpg

If we could add an image of the email the the previous listing owner gets in response to this request, I think that would be helpful too.

Request Ownership.jpg
 

Cleaner44

Member
Joined
Aug 31, 2012
Messages
51
Reaction score
7
Today was a great day! I had a listing that was previously claimed by a customer with a known email. We wanted to change the email address that would be the verified owner of the listing.

I called Google and they manually released the listing from the 1st email in about 5-10 minutes and we were able to reclaim the listing with the 2nd email address.

Claiming a listing with a new email, from a previously claimed listing was accomplished and the whole thing took less than 1 hour! This was a huge win to me.

Is this news or has everyone else already done this?
 

freerunr

Member
Joined
Feb 7, 2013
Messages
115
Reaction score
43
Today was a great day!...

...I called Google and they manually released the listing from the 1st email in about 5-10 minutes ...

Just out of curiosity, how long did you have to wait from the time you placed the call until you actually spoke with someone? My team has experienced being on hold for 25 minutes or more, and a couple cases of an hour or so. I'm just wondering if phone support is short-staffed right now, or if that many more people are utilizing it since it launched. Aggregately, we probably call more than most individuals, so we see the whole spectrum of wait times.
 

Cleaner44

Member
Joined
Aug 31, 2012
Messages
51
Reaction score
7
Just out of curiosity, how long did you have to wait from the time you placed the call until you actually spoke with someone? My team has experienced being on hold for 25 minutes or more, and a couple cases of an hour or so. I'm just wondering if phone support is short-staffed right now, or if that many more people are utilizing it since it launched. Aggregately, we probably call more than most individuals, so we see the whole spectrum of wait times.

My wait time to speak with a person was probably about 10 minutes. I was a bit surprised it took that long. All in all though I am happy with the result.


Great to hear! Yes, Google has been great in this regard since they started phone support. If they identify "stale" accounts they will certainly unverify them.

Thanks for sharing, glad to know this is indeed becoming the new normal.

I don't know if they considered the account stale or if that was a factor in their decision to unverify. We did have to make a change that they could see, so they could verify that I was logged into the account in question.
 
Similar threads
Thread starter Title Forum Replies Date
DanielTexasLira Has anyone done Local SEO on a Dual Pad Hotel (two different hotel brands sharing the same location)? Local Search 6
Dustybones Managing Bulk uploads and issues with dual claimed individually claimed listings Google My Business & Google Maps 1
Chris Ratchford Dual claimed listing in old dashboard- Google says SOL Google My Business & Google Maps 3
Linda Buquet Google Attempting to Rectify Dual Claimed Local Listing Problems w Email Warnings Google My Business & Google Maps 16
shondarogers Is this Listing Dual Claimed? No Help & Support for Google Local 3
Linda Buquet WARNING: Dual Claimed Ranking Penalty - Drop like a Rock or Get Suspended Google My Business & Google Maps 27
Linda Buquet Re: Dual Listings Recycle Bin 0
M Dual Listings Google My Business & Google Maps 17
hannahmoen "Work" Replacing Business Name on GMB for Business Owner Help & Support for Google Local 3
M Removing old GMB listing from previous owner of premises Google My Business & Google Maps 1
Vincent_Bakker Can't control GMB because primary owner died Google My Business & Google Maps 5
S 2 GMB Suspended for Two Different Owners Multi-Location Issues 4
J Same Location, Same Owners, Still a Restaurant, Total Rebrand Local Search 3
0 Primary Owner hospitalized and has a stroke. Need to add myself as a manager. Verifying via phone calls only grants me Site Manager access. Help & Support for Google Local 2
S How to remove a GMB from maps of a previous owner who ran 3 businesses from the same address Google My Business & Google Maps 6
Shelly Reciprocal review network between small business owners Local Reviews 30
P New biz owner - how to start and grow? Google My Business & Google Maps 5
Zdenek Horak Interesting review: the owner sends an email and offers money Local Reviews 5
C Help: new owner for biz, former employee created GMB, posting offensive photos and won't relinquish Help & Support for Google Local 12
N Creating new location groups, does it affect other owners/managers' views? Multi-Location Issues 2
EmilyW Manager/owner account suspended? Google My Business & Google Maps 1
Greg Bernhardt Creating a GMB listing for attorney owner of law firm Google My Business & Google Maps 7
LocalSEOLondon 100% Owner Controlled Attributes Relative GMB Ranking Factor Opinion poll (April 2020) Google Algorithm Discussions 5
Norbert Z. GMB owner - impact on positions? Google My Business & Google Maps 2
S Im owner for this restaurant ( Susie lehn) Contact Us Messages 1
Caroline S Listing Suspended, Business Owner Upset, What Do I Do? Google My Business & Google Maps 9
K Map Pin Does Not Show When Business Owner Googles Their Address Google My Business & Google Maps 1
H Q&A answers from "owner" not showing up Google My Business & Google Maps 3
K Request to Manage GMB Listing as Site Owner Google My Business & Google Maps 6
Creativedge GMB page isn't working. Primary owner was suspended? Help & Support for Google Local 1
annatindal GMB Setup - New Business, Second Service-Area Business for Owner Google My Business & Google Maps 14
sixthcitysarah Any way to escalate GMB issues (pending verified listing, adding owners, etc.)??? Help & Support for Google Local 6
Niki Gross Edit Q&A Response as Owner Google My Business & Google Maps 1
L Google now allows Site Owners to Customize the Search Results Snippets, but what can be customized? Google News: Important Changes & Features 1
Lanerizz Prepopulating Q & A Section as Owner Google My Business & Google Maps 2
Cagro Third parties responding as owners to Google reviews Local Reviews 5
Tim Colling Is Google notifying GMB owners about new Questions yet/still? Google My Business & Google Maps 10
Chris Ratchford Hibu claimed a new GMB listing w/out client's consent- rejected owner request Google My Business & Google Maps 11
JoyHawkins What Are the Best Examples You've Seen of Terrible Owner Responses to Reviews? Local Reviews 35
M *HELP* What to do when current owner denies transfer request. Google My Business & Google Maps 4
A Looking for Yext/Synup/Brightlocal/Moz/Single Platform account owners for help Citations 6
Garrett Sussman How To Get Business Owner Buy-in For Online Review Management Local Reviews 2
J Get GMB Ownership w/o Current Owner Google My Business & Google Maps 6
djbaxter How to delete a review by owner's wife Local Reviews 3
djbaxter Chrome Extension Attacks Target Site Owners Forum Tech Support 1
Conor Treacy Business Sold, New Owner hasn't updated GMB Google My Business & Google Maps 8
djbaxter Restaurant owner calls negative reviews 'blackmail' with video evidence Local Reviews 1
G 3 Businesses + 1 Address + 1 Owner = What would you do? Local Search 7
Local Search News Curator Brand New GMB Feature: Add Multiple Owners to GMB Listings Google My Business & Google Maps 7
JoyHawkins Google Issues Warning to Business Owners to Stop Spamming Google My Business & Google Maps 1

Similar threads

Login / Register

Already a member?   LOG IN
Not a member yet?   REGISTER

Most UpVoted Answers

Trending: Most Viewed

LocalU Podcasts

  Promoted Posts

New advertising option: A review of your product or service posted by a Sterling Sky employee. This will also be shared on the Sterling Sky & LSF Twitter accounts, our Facebook group, LinkedIn, and both newsletters. More...
Google Product Exert


Top Bottom