More threads by shelbykoch

shelbykoch

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Over a month ago I noticed that a clients listing needed to be reverified. I'm not sure what triggered it but I requested the postcard and waited to enter the code. After a few weeks of requesting a postcard and not receiving it I contacted support. I was hoping they could let me verify it another way. I was told it was escalated to a specialist team, that they'd get back to me with alternative methods. Then I was asked for 3-5 images of the storefront, interior and exterior. I got those sent and they proceeded to tell me that my profile cannot be verified because they can't confirm my affiliation with the account. I replied back that I didn't understand because I own this business. Then I was told that the listing doesn't follow the guidelines. I asked what was wrong because to my knowledge the listing follows the guidelines just fine. Then they came back saying they're from the manual verification team and can't give me any information regarding the postcard. I expressed my stress with this situation and asked to be referred to someone that could actually help me. Then I was asked if we provide service to customers at their places or if they come to us. I said it's a foundation repair company, we go to customers' homes, but we have an office where customers come in for questions, paying bills, etc. Now they're telling me that I need to hide the address. Can someone please tell me what I need to do to get my listing reverified? I see no reason to hide my address if people can come to the physical location of the business.

Here is the listing - Bluegrass Foundation Repair · 1133 Old Dixie Hwy, Horse Cave, KY 42749

And if anyone has any advice on other ways to deal with support that would be helpful. I feel like lately I've been getting the same templated responses and no actual help.
 
Solution
As you probably know, you are allowed to display the address if you have an office with staff at the address that customers can visit.

I can tell you how Google support potentially sees your location.

  • First, after checking the address, I can see that it is registered as residential. You can check it here: Address Search Tool - Address Lookup | Melissa Lookups
    1687552688568.png
  • Second, based on the street view, it also doesn't look like an office. The point is that the street view photos are from 2013. and the office probably looks different now.
    1687552766222.jpg
  • In the end, after checking the location via satellite view from 2023, it doesn't look like a business place.
    1687552808348.jpg

Understanding what they see might help...
As you probably know, you are allowed to display the address if you have an office with staff at the address that customers can visit.

I can tell you how Google support potentially sees your location.

  • First, after checking the address, I can see that it is registered as residential. You can check it here: Address Search Tool - Address Lookup | Melissa Lookups
    1687552688568.png
  • Second, based on the street view, it also doesn't look like an office. The point is that the street view photos are from 2013. and the office probably looks different now.
    1687552766222.jpg
  • In the end, after checking the location via satellite view from 2023, it doesn't look like a business place.
    1687552808348.jpg

Understanding what they see might help you provide better evidence of your office - it seems that during the manual inspection, they couldn't confirm that the photos match the location.
 
Solution
So, what am I supposed to do about this? The office is staffed during office hours and customers do come there. If I take the address off and reverify it can I put the address back on after?
 
Shelby, I am the PE helping on this profile. I can ask Google if you hide the address if that will verify you. From the beginning I had stated the street view map was an issue. Shelby pointed out that the address is showing up as residential. Have you registered the business with the post office?
 

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