Is a client's Crazy Video Call with Google Support for re-verification normal?

[TheRD]

I have a law firm client in Connecticut (ctinjurylawyers.com - the firm is Leighton, Katz & Drapeau LLC) that moved from Vernon, CT to nearby South Windsor, CT at the end of June. When we updated the GBP, it triggerd a video verification which uploaded successfully, but kept showing as pending. Eventually, the client arranged a video call for verification with Google Support and sent me this email afterward. I'm curious if this is normal? The whole section about service areas seems bonkers to me...

The client wrote:
"That was crazy… and it made absolutely no sense. I did the video call. They made me change the business name to mirror exactly what our sign says outside. Then they made me remove all the service areas completely “because we do not go to those areas.” When I said there are time we do have appointments outside the office, they said “show us the car that drives to those locations. We need to see the license plate.” I got a tad irate asking what my personal vehicle has to do with this. I also asked why we need to remove areas of the state that we cover, and it was “because customers go to you, you do not go to the customers.”

After a very highly frustrating and confusing live video call, apparently, we are verified and the address change will take effect in 24-48 hours."

Any insight here would be helpful to know about these restrictions going forward.

Thank you!

Leland

 

[willy_evans]

I think them saying “show us the car that drives to those locations. We need to see the license plate" is definitely unusual, but the other changes they requested are consistent with my experience.

It sounds like this support agent had a bit of a power trip. Glad you were still able to get the listing verified.

 

[keyserholiday]

I have a law firm client in Connecticut (ctinjurylawyers.com - the firm is Leighton, Katz & Drapeau LLC) that moved from Vernon, CT to nearby South Windsor, CT at the end of June. When we updated the GBP, it triggerd a video verification which uploaded successfully, but kept showing as pending. Eventually, the client arranged a video call for verification with Google Support and sent me this email afterward. I'm curious if this is normal? The whole section about service areas seems bonkers to me...

The client wrote:
"That was crazy… and it made absolutely no sense. I did the video call. They made me change the business name to mirror exactly what our sign says outside. Then they made me remove all the service areas completely “because we do not go to those areas.” When I said there are time we do have appointments outside the office, they said “show us the car that drives to those locations. We need to see the license plate.” I got a tad irate asking what my personal vehicle has to do with this. I also asked why we need to remove areas of the state that we cover, and it was “because customers go to you, you do not go to the customers.”

After a very highly frustrating and confusing live video call, apparently, we are verified and the address change will take effect in 24-48 hours."

Any insight here would be helpful to know about these restrictions going forward.

Thank you!

Leland

Service areas have no impact on rankings. Since you are showing the address, they are not needed. Google is becoming stricter with reinstatement.

 

[JoyHawkins]

This situation sounds normal to me. You wouldn't need service areas for a listing with a storefront (like a law firm) as there really is no purpose for it.

 

[JS Girard]

It sounds like this support agent had a bit of a power trip. Glad you were still able to get the listing verified.

My coworkers dealing with video calls have reported similar bull from support.