Google removed my listing after requesting a duplicate to be removed! Help!

[dateinadash]

Hi everyone,

I have a 10 year old verified Google listing. It has always ranked A or B in the map pack and has 198 reviews with daily posts, images etc.

Over the last few months i've had problems with another listing for my business randomly appearing on maps at a different address. I am not sure if this is being automatically generated by Google or if someone is maliciously adding it to cause problems for us. Anyway, I reached out to Google a while ago and they managed to fix this for me. It happened again 2 days ago and I asked them to remove it again but this time they removed MY profile (disabled it) and left the spam one online.

I contacted them back immediately and said that they had removed the wrong one and they requested that it is reverified and I had to provide utility bills etc. Such a joke!

I've now been disabled for 3 days and it's costing me money in the busiest time of my year. The last response I had this morning was 'this could take some time to investigate' What is there to investigate? I contacted them trying to do the right thing and report a duplicate listing and they removed the wrong one and have caused all this problem. I have provided the document they required and now i'm just anxious and it's really stressing me out. It's always such a 50/50 chance with Google on who you speak to as to whether the problem is fixed quickly, slowly or not at all.

Currently the one I reported to be removed is STILL online and my one is 'disabled'.

Does anyone have any contacts that could escalate this issue and get it fixed for me?

Thanks, Rob.

 

[nathangdavidson]

Hi everyone,

I have a 10 year old verified Google listing. It has always ranked A or B in the map pack and has 198 reviews with daily posts, images etc.

Over the last few months i've had problems with another listing for my business randomly appearing on maps at a different address. I am not sure if this is being automatically generated by Google or if someone is maliciously adding it to cause problems for us. Anyway, I reached out to Google a while ago and they managed to fix this for me. It happened again 2 days ago and I asked them to remove it again but this time they removed MY profile (disabled it) and left the spam one online.

I contacted them back immediately and said that they had removed the wrong one and they requested that it is reverified and I had to provide utility bills etc. Such a joke!

I've now been disabled for 3 days and it's costing me money in the busiest time of my year. The last response I had this morning was 'this could take some time to investigate' What is there to investigate? I contacted them trying to do the right thing and report a duplicate listing and they removed the wrong one and have caused all this problem. I have provided the document they required and now i'm just anxious and it's really stressing me out. It's always such a 50/50 chance with Google on who you speak to as to whether the problem is fixed quickly, slowly or not at all.

Currently the one I reported to be removed is STILL online and my one is 'disabled'.

Does anyone have any contacts that could escalate this issue and get it fixed for me?

Thanks, Rob.

Hello Rob,

Sorry to hear this.

Do you have a case ID for your recent correspondence?

Regards,
Nathan

 

[dateinadash]

Hi Nathan,

Thanks for getting back to me.

Still I have my listing disabled and the incorrect one appearing on maps for my business. I have provided documentation for verification some days ago and it's now been 'escalated to a specialist' and I have to wait 24-48 hours (this was yesterday) I am confused why this is taking so long. I literally reported a duplicate listing and asked them to remove it and they deleted mine and have left the other one up.

Like I say, I have had my listing for 11 years now with lots of reviews, up to date information, daily posts and always in position 'A' or 'B'. My website also ranks organically number 1 for all the major keywords/phrases for my market. It's incredibly frustrating when during the busiest time of the year for me my profile can be removed when it was me who initiated the contact trying to do the right thing and report an incorrect listing!

The case ID i have on the e-mail support ticket is 1-5057000032595

I hope that helps and any assistance in this matter is appreciated.

Regards, Rob.

 

[Phil Rozek]

@dateinadash, if it's been a while and you just don't think Google will budge, you'll probably want to follow the steps in this thread: Car Dealership Duplicates that Google will not merge

That is, update the newer, unwanted GBP page so it uses the correct info. Then at least on the major directories fix or remove local citations that use the incorrect address. Then try to get the 198 reviews transferred: How to move your reviews across Business Profiles - Google Business Profile Help

 

[nathangdavidson]

Hi Nathan,

Thanks for getting back to me.

Still I have my listing disabled and the incorrect one appearing on maps for my business. I have provided documentation for verification some days ago and it's now been 'escalated to a specialist' and I have to wait 24-48 hours (this was yesterday) I am confused why this is taking so long. I literally reported a duplicate listing and asked them to remove it and they deleted mine and have left the other one up.

Like I say, I have had my listing for 11 years now with lots of reviews, up to date information, daily posts and always in position 'A' or 'B'. My website also ranks organically number 1 for all the major keywords/phrases for my market. It's incredibly frustrating when during the busiest time of the year for me my profile can be removed when it was me who initiated the contact trying to do the right thing and report an incorrect listing!

The case ID i have on the e-mail support ticket is 1-5057000032595

I hope that helps and any assistance in this matter is appreciated.

Regards, Rob.

Thanks Rob.

Last thing, did you look for support in the Google Business Profile Community Form?

Google Business Profile Community

If you did, can you provide a link to the thread?

Let me know either way...

N

 

[dateinadash]

Not on this occasion. To give you an update it was ‘escalated’ to a supervisor on Friday and I was told to wait 24-48 hrs.

It’s now been a week since I asked for a duplicate listing I did not create to be removed. My page has been down for a whole week.

I have actually managed to now remove the duplicate page myself by way of manually editing the listing and suggesting it does not exist there. I wish I had figured this out before!

So, now my listing is just disabled for no apparent reason. Fully verified, 10 years on maps. I have worked so hard on citations, reviews, updates etc. It is really causing me a lot of stress and anxiety.

Hope you can help with this matter.

 

[nathangdavidson]

Not on this occasion. To give you an update it was ‘escalated’ to a supervisor on Friday and I was told to wait 24-48 hrs.

It’s now been a week since I asked for a duplicate listing I did not create to be removed. My page has been down for a whole week.

I have actually managed to now remove the duplicate page myself by way of manually editing the listing and suggesting it does not exist there. I wish I had figured this out before!

So, now my listing is just disabled for no apparent reason. Fully verified, 10 years on maps. I have worked so hard on citations, reviews, updates etc. It is really causing me a lot of stress and anxiety.

Hope you can help with this matter.

Hi,

It sounds like they might yet get back to you - 48 hours would be by the end of the day, assuming their working week is Monday to Friday.

But I've asked for an update all the same.

Can you reply to me with the information below, if you have it, for the Profile that was removed, just in case they need it:
Business name
Business address
Business website
Screenshots of "Info" tab from Google Business Profile dashboard (preferably taken when viewing from a desktop device i.e. PC or laptop, not the GBP App)
The GBP dashboard url

 

[dateinadash]

Hi Nathan,

I have had a response and it is exactly what I expected. Honestly, it is not worth reporting anything to Google or making any changes to your profile for the risk that it gets suspended/disabled because it's such a nuisance to get it back online. I run through this problem every single time every few years when something crops up! It really appears to be 'luck of the draw' with who you speak to at Google and how they interpret your business.

A 'floor manager' has responded stating that my business is not eligible for maps. See below for the response..

Hello Robert,

Thank you for contacting regarding Date in a Dash - Speed Dating Events in London.

Myself Sneha, of the floor supervisors here assisting you in regards to your business profile. As per your initial request regarding removing a profile for Dateindash from Google. I am glad to inform you that the business is now removed from Google and does not appear live now on Google.

Your business Date in a Dash - Speed Dating Events in London isn’t eligible to display on Google Maps per our quality guidelines.

Accurately representing your business identity on Google can help improve how users and potential customers interact with your business in the online world. Learn more about what types of businesses are eligible for a Business Profile on Google Maps.

If you'd like more help on this issue, reply to this email. We'll be happy to help! For help with other issues, you can always reach us via our Help Center.

Sincerely,
Sneha

I think sometimes they do not understand what my business is or how it operates. I have sent a response and explained the model and even included some photos to demonstrate its legitimacy. I know my business is eligible for maps (I've already been verified and reverified several times over the last 10 years!) and I meet all the basic requirements for a business listing. To clarify, I organize face to face singles events, no different to a wedding planner, party planner or any other type of event.

Our address is hidden as it's a home address and we do not serve customers at our location. It's a SAB whereby we organize speed dating events , singles parties, quiz nights etc at various pubs & bars across London. Customers book tickets through our website and then attend the events in person. We are NOT an online dating website or app. Customers book their tickets and attend the events. Our hosts are present at every event to facilitate the evening. A simple check on the reviews we have on Google and you'll be able to tell fairly quickly that this is the case as there are lots of mentions about myself and the other hosts etc.

As they have given no reason I can only assume it's lack of understanding how my business operates because if it was something that could simply be changed then they would suggest it?

I have included a few photos that I also sent to them which I hope will further reinforce the fact we host physical events and make contact with our customers every single day. Also, a quick Google search on the news tab for 'DateinaDash' will throw up dozens of articles from major publications about our events over the last few years.. dateinadash - Google Search

We also have a YouTube channel with a few videos https://www.youtube.com/channel/UC5vip7U2t57aTgIl2ViFqXA

I greatly appreciate your time and efforts in helping me resolve this difficult and very stressful situation.

My business website is Speed Dating London & Singles Parties From DateinaDash
Dashboard URL is Update your browser to use Business Profile Manager - Google Business Profile Help
Attached a photo of the 'info' tab


Regards, Rob.

 

[dateinadash]

---

And so the nonsense continues.. here is the latest response! It is now clear that it has been disabled because I do not have a shopfront / signage BUT MY BUISNESS IS A SAB AND IT IS SET AS THIS IN GMB!!! As per advice of Google in the past I set it to 'serve customers at their location' we do not display an address. I am just lost for words at this point and if I had any hair left I would have pulled it out.

Hello Robert,

Thank you for reverting to the email regarding Date in a Dash - Speed Dating Events in London.

I understand you have a query regarding your business profile being taken down. As you have requested the postcard and have received the postcard to the address, you might have been able to verify your business profile. Our guidelines says that a business should have a permanent signage at the address if it has to display its physical address, please check here. As you say that you run the business from home and do not have shopfront, you can set your business to service area business.

I understand you have contacted us regarding removing a duplicate, but as per our checks we have any business coming to our notice that is violating our policies, we make sure that the business is meeting our guidelines. For a better explanation, I would request you to provide a contact number and specific time to reach you.

If you'd like more help on this issue, reply to this email. We'll be happy to help! For help with other issues, you can always reach us via our Help Center.

I hope your understanding in this!

Sincerely,
Sneha

 

[dateinadash]

The saga continues.. I responded and explained that my business is a SAB and therefore we don't have a shop front /signage or display an address (it's hidden) and the response I have got now is..

So, in the previous e-mail she has said that the reason is because I need permanent signage IF I have an address (I don't have an address..) has she even looked at my GMB profile? Then, she just disregards my response and just says 'it is not eligible' without any reason. But then says 'we were unable to find proof that shows the existence of the business'. I mean what? Why would anyone make up the fact they had a business? Least not one i've had on maps on a verified account for 10 years..

I have just responded once again stating that I am eligible, it's a SAB, provided links to various newspaper articles, a Wikipedia page about us, photos from our physical in person events showing myself wearing a t-shirt with our logo on which matches the website, social media profiles which are updated everyday and the like. I just don't know what else I can do at this stage? I have now been pulled off maps for nearly 2 weeks for no reason and it's costing me money at the peak of my business income for the year.

Hello Robert,

Thank you for reverting to the email regarding Date in a Dash - Speed Dating Events in London.

I understand you have a query regarding your business profile being taken down. I appreciate your efforts in setting up the business as per our guidelines, however, we are unable to reinstate the profile as your profile business is not eligible to be listed on Maps and Search. Also, we were unable to find any proof which shows the existence of the business.

Thanks for your cooperation and understanding. If you have any other questions, please contact us.

If you'd like more help on this issue, reply to this email. We'll be happy to help! For help with other issues, you can always reach us via our Help Center.

Sincerely,
Sneha

 

[dateinadash]

The latest twist to this nightmare...apparently it has been escalated as far as it can go, i'm not eligible BUT if i can prove that the business exists?! (WHAT?!) then she can look at it again... I have never heard of something so ridiculous. Why would I have a website / want to be on Google maps if I didn't have a business? Isn't it obvious the business exists?

As someone who has been self employed for the last 10 years I have asked what exactly she wants to see because there is no 'Government registered proof' in the UK. I have provided so much proof that this is a genuine business it's ridiculous. Anyone got any suggestions of what I can send? SA32? Invoices? I have asked her EXACTLY what she needs to get this fixed.

Every single e-mail from Google has had a different reason why the listing is disabled.

Hello Robert,

Thank you for reverting to the email regarding Date in a Dash - Speed Dating Events in London.

I understand you have a query regarding your business profile being taken down. I know how important it is for you as a business owner. I am afraid to inform you that your query has reached highest point of contact and this cannot be escalated further. However, I will be re-investigating further on this if you can provide me with government registered proof which shows the existence of the business with the business name on it. I understand that you have contacted us regarding removal of the other profile, but as said earlier, if we notice any business not meeting guidelines, we might take down the businesses. Please revert to the same email with the government registered proof with the name on it so that we can investigate further.

If you'd like more help on this issue, reply to this email. We'll be happy to help! For help with other issues, you can always reach us via our Help Center.

Sincerely,
Sneha

 

[JoyHawkins]

Hey Rob,

After looking at the website, I don't think your business qualifies for a listing. It looks like you have it set up as a service area business but that is specifically for businesses that are going to customers directly (like locksmiths and plumbers). Businesses that run events only qualify for listings if the event is something that occurs at the same time at the same location for a long period of time. I did a write up on it that you can read here: What Everybody Ought to Know About Events & Google My Business - Sterling Sky Inc

 

[dateinadash]

Hi Joy,

Thanks for your response, although I still believe I am eligible for a listing on maps as I have been on there for the last 10 years and when I have had issues with suspension(s) before I have always been reverified. Even as recently as 3 months ago when I reported a duplicate listing it was removed and there were no issues flagged up with my profile.

The response from Google has been very inconsistent and there have been various reasons given for why I have been disabled from not being able to verify the address, suggesting I need 'physical signage' (when I'm listed as a SAB) and then asking me to provide the existence of the business. Which seems RIDICULOUS!

I have read the guidelines for being allowed to have a listing on maps and I believe my business falls within that. I make in person contact with my customers at their location (their location being whichever event they decide to book) thus we have hidden our address from maps as per the advice of a Google employee I spoke to on the phone previously when I explained my business model to them. Also, it is worth noting that our customers are also the venues themselves. Because each of our venues pay or we take a % of bar spend. The venues we work with have contacted us and asked for DateinaDash to provide events for them. I get weekly enquiries from new venues wanting our business.

Also, I have taken a look at the link you provided and FYI our events are regular and repeated at the same locations every week and have been for a very long time. Infact, some of our venues have been the same for the last 8-9 years. Whilst I don't disbelieve what you are saying there is no mention of this on Google. Events are not specifically mentioned as a business that is not allowed to appear on GMB.

Are you suggesting that what Google would allow is for a listing for 'DateinaDash' at every single regular venue that I use? Because this is actually what happened and caused all this mess in the first place. Google automatically picked up that one of my events takes place at this venue called 'Revolution' and it created a business profile for my company on maps at this address. I reported it because it was causing issues for me as when you searched for my business multiple listings would appear and I didn't want someone to leave a review on the wrong listing or go to this address where we do not exist!

Once again, I appreciate your help.

Regards, Rob.

 

[dateinadash]

My business doesn’t have a shopfront. Can I still have a Business Profile?​

Yes, you can have a profile if your business doesn’t have a physical address as long as you make in-person contact with customers. You can also have a profile if you’re a hybrid business that serves customers at your business address and visits or delivers directly to customers. You may also have a profile if you’re a service-area business that visits or delivers to customers directly, but doesn't serve customers at its business address, like a plumber or cleaning service.

I mean this is taken directly from Googles business profile website. I make in person contact with ALL my customers every single day we are open. My business is very much based on socialising and networking. I fail to see how my business is deemed not eligible given this. I also want to note that the very specific category I am in 'dating service' would not exist if my business was not allowed on maps. What other dating services are there? I know strict 'online dating websites' are not allowed neither are adult services such as 'escorts' so it doesn't leave much else!

Also, there are HUNDREDS of other 'speed dating' companies and event organisers like nightclub promoters or guest list operators on Maps (I know, Google can't delete all of them) but they simply wouldn't all be there if they were not allowed. I am not going to allow for my business to be unfairly removed when I was trying to clean up maps by reporting a dodgy listing and then have all my competitors still active. Either my listing is going to be reinstated (which I hope it will) or I'll have to get every other competitor taken down by reporting them and if Google fail to remove a business that has the EXACT same business model then what?

 

[JoyHawkins]

If you want to post on the Google community, I can definitley ask Google if your business model is eligible. Just post the link to the thread when you post it there.

 

[dateinadash]

Hi Joy,

Whether or not the business model is eligible or not I think can be put to one side for the moment. It would seem that what they are now after is proof that my business exists. I mean, this does seem a bit strange! Isn't proof my business exists the fact that I have a website Speed Dating London & Singles Parties From DateinaDash and I am harassing them every single day trying to get my business profile back! Why would I want a listing if i didn't have a business? I just don't understand! Can they not see that I have been on there for nearly 10 years without any problems, have daily posts, hundreds of great reviews and the like! Not to mention my website ranks organically #1 for the major keywords and has been featured on mainstream TV with various celebrities! I even spend £4,000 a month on Adwords (which I wouldn't do if I didn't have a business!!)

I have sent them links to our current active Groupon campaign (who only work with legitimate businesses!) and I have also recently sent over a copy of my current tax return which I am completing this month. As I have been a sole trader (self employed) for the last 10 years this is what we have to do every January in the UK. She seems to think that I have to be a registered company or something to be a legitimate business. There is no requirement in the UK to register your business and there are 4.3 million self employed in the UK. Is she really trying to suggest that if you run your business as a sole trader you can't be on Google maps? This is bonkers! (and completely incorrect as well!) I can't believe this is a floor manager and apparently the highest level my escalation can go and she is trying to make me provide a document that I simply do not have and do not require.

Anyway, here is what I sent her clearly showing my business name. Her response below. Now, I do have one final move left but I do not want to do this just yet as I am sure it will only bring more questions than answers.

Hello Robert,

Thank you for reverting to the email.

I understand you have a query regarding your business profile being taken down. I am afraid to inform you that we might not be able to consider the proofs shared earlier as they do not have the business name on it and seems to have personal name on it. I would require a proof with business name on it.

Regarding the proofs that you have shared now, I would not be able to consider them as the business not completely registered yet. Once the business is registered, please revert to the email so that I can re-escalate it to the team.

If you'd like more help on this issue, reply to this email. We'll be happy to help! For help with other issues, you can always reach us via our Help Center.

Sincerely,
Sneha

But, my point is that right now it would seem if I can prove via documentation (which I thought I had done) that this is a legitimate business then it would seem to me like she will reinstate the listing. There has never been any mention of the business model being ineligible otherwise she would have just said at the start.

What is the next move here? Please someone provide me with a LINK on Google where it states a business has to be registered (whatever that means) to be listed. I did not have to be registered when I opened my account and verified it. I did not have to be registered when I had it reverified numerous times. What is this crap? It is now nearly 3 weeks off maps for a genuine, local and excellent business in the busiest month of my year after the worst 2 years I could possibly have had and Google are making my life a living hell!

Please someone help me with this matter.

Regards, Rob.

 

[dateinadash]

Anyone able to help?

 

[JoyHawkins]

Hey Rob,

No one other than Google is going to really be able to answer this. Like I said earlier, if you want me to reach out to them, you have to post on the Google Help Community.

 

[dateinadash]

So after 3 weeks of back and forth and several different reasons as to why my business profile was disabled and it actually transpired that because we recently turned into a Ltd company the address on companies house and the address on my Google profile didn't match. The address on companies house is my accountants where it's registered and even though you DO NOT have to register your business at the place you work Google simply would not have it.

I have now had to actually break Googles own TOS in order to get back onto maps. Can you actually believe that? The address we now have on maps is not where I work. I have told Google that. Instead, we now have my personal home address (which is hidden) and i've had to change the registered address on companies house so now rather than my mail and documentations from HMRC be delivered directly to the people who manage them I now have the ball ache task of forwarding the mail on.

Lastly, now my profile is back up it's lost ALL it's reviews. I had 198 reviews which were built up over the last 8 years and believe me this took some time. I used to rank 'A' or 'B' on maps and now i'm right at the bottom of the entire category. Way to go Google. Talk about completely killing a business for absolutely no reason.

I'd appreciate it if someone here might be able to help me see if I can get the reviews back? I have lost a little bit of hope for ranking given the 'physical address' is now outside of London but hoping that once the reviews either are put back or I try and build them back up we might start ranking again. Honestly, I am devastated with what has happened and the whole service / support from Google.

 

[rgblocal]

Wow - what a saga. Thanks for the detailed posts; no doubt will help someone else in the future.