Hello,
I'm looking for help here, as it's been two months, and I am at a loss for what to do.
The client has three HVAC GBPs, all of which have physical addresses on the GBPs and are not listed as SABs.
Location 1 - Primary - suspended
Location 2 - live
Location 3 - live
BACKGROUND:
After onboarding the client, we started optimizing the GBPs, but all we got to do so far was add the IG profile to the GBPs before it triggered a reverification for Location 1, but not for the other locations, and we immediately halted further optimizations. We had the client then complete the verification via video verification, but they also added some additional categories and changed the description.
APPEAL 1 -
We then saw that the GBP was now suspended. We had the client submit the appeal using a SOS business license document and a garbage utility bill, ensuring all information was accurate in accordance with the GBP. However, the appeal was rejected due to "Deceptive Content".
APPEAL 2 -
We submitted appeal 2 on our side, utilizing the same documents, but made sure to revert the changes the client made to the GBP after they completed the verification. Appeal came back denied, due to the same reasons.
REVIEW OF DENIED APPEAL -
I sent in a review for the denied appeal, and a couple of days later, I received an email stating the GBP was successfully reinstated. However, the GBP was either never reinstated or suspended again, as it still sits suspended.
Moving forward to a couple of weeks ago, and all of a sudden, a new duplicate GBP has popped up, but this GBP is not verified, nor does it have any information on it, except for the name.. So we went in to claim the profile, but it requires a video or phone verification, which we asked the client to fulfill, but before they could do so, this new GBP had now populated inside our own agency dashboard while remaining unverified?.. I think when we tried to add a missing place via our own personal Gmail accounts, that this created the new GBP, but still unsure of how it would even see the agency email account as the primary owner and populate it inside our account.
Long story short, we have been going back and forth with GBP support and the specialist team to get Location 1 reinstated, and have this new duplicate GBP merged into it. But Google still says the suspended listing will not be reinstated and that the decision is final. They said they "may" be able to help get reviews transferred over if we verify the duplicate new GBP and remove the suspended one, but we cannot go based off of "maybes" and lose our 800+ reviews, so I am waiting on confirmation from the support team if this is possible before we move forward with that option.
So, a couple of options I am considering here:
1 - Try to mark the GBP as a SAB business, then resubmit a review of the denied appeal and see if this is the primary issue.
2 - Go with verifying the new duplicate GBP, then marking the suspended one removed or whatever Google said to do. But I am unsure of how or what the required steps are to be able to ensure Google will move our reviews to this new GBP once we follow these steps. As we do not want to remove the suspended listing and then have them not transfer the reviews.
I would appreciate any help, advice, guidance and etc. with this as I am pretty lost at what to do here. And with the client continually missing out on clients, and revenue, it is not good at all. Also, if you have connections and could link me up with a GBP product expert who is verified and legit, that could assist reinstating, that would be a great addition.
Thank you.
I'm looking for help here, as it's been two months, and I am at a loss for what to do.
The client has three HVAC GBPs, all of which have physical addresses on the GBPs and are not listed as SABs.
Location 1 - Primary - suspended
Location 2 - live
Location 3 - live
BACKGROUND:
After onboarding the client, we started optimizing the GBPs, but all we got to do so far was add the IG profile to the GBPs before it triggered a reverification for Location 1, but not for the other locations, and we immediately halted further optimizations. We had the client then complete the verification via video verification, but they also added some additional categories and changed the description.
APPEAL 1 -
We then saw that the GBP was now suspended. We had the client submit the appeal using a SOS business license document and a garbage utility bill, ensuring all information was accurate in accordance with the GBP. However, the appeal was rejected due to "Deceptive Content".
APPEAL 2 -
We submitted appeal 2 on our side, utilizing the same documents, but made sure to revert the changes the client made to the GBP after they completed the verification. Appeal came back denied, due to the same reasons.
REVIEW OF DENIED APPEAL -
I sent in a review for the denied appeal, and a couple of days later, I received an email stating the GBP was successfully reinstated. However, the GBP was either never reinstated or suspended again, as it still sits suspended.
Moving forward to a couple of weeks ago, and all of a sudden, a new duplicate GBP has popped up, but this GBP is not verified, nor does it have any information on it, except for the name.. So we went in to claim the profile, but it requires a video or phone verification, which we asked the client to fulfill, but before they could do so, this new GBP had now populated inside our own agency dashboard while remaining unverified?.. I think when we tried to add a missing place via our own personal Gmail accounts, that this created the new GBP, but still unsure of how it would even see the agency email account as the primary owner and populate it inside our account.
Long story short, we have been going back and forth with GBP support and the specialist team to get Location 1 reinstated, and have this new duplicate GBP merged into it. But Google still says the suspended listing will not be reinstated and that the decision is final. They said they "may" be able to help get reviews transferred over if we verify the duplicate new GBP and remove the suspended one, but we cannot go based off of "maybes" and lose our 800+ reviews, so I am waiting on confirmation from the support team if this is possible before we move forward with that option.
So, a couple of options I am considering here:
1 - Try to mark the GBP as a SAB business, then resubmit a review of the denied appeal and see if this is the primary issue.
2 - Go with verifying the new duplicate GBP, then marking the suspended one removed or whatever Google said to do. But I am unsure of how or what the required steps are to be able to ensure Google will move our reviews to this new GBP once we follow these steps. As we do not want to remove the suspended listing and then have them not transfer the reviews.
I would appreciate any help, advice, guidance and etc. with this as I am pretty lost at what to do here. And with the client continually missing out on clients, and revenue, it is not good at all. Also, if you have connections and could link me up with a GBP product expert who is verified and legit, that could assist reinstating, that would be a great addition.
Thank you.
