aaronb

Member
Joined
Jun 27, 2019
Messages
19
Reaction score
4
I have a client that had an ex-employee leave a one-star review on Google. She mentioned working there in the review but then removed all content and left a two star in its place. The business owner was able to get a screenshot of it before it was changed. I have tried Google phone support, GMB Facebook and Twitter and cannot get a response on this. Does anyone know a way of actually getting ahold of someone at Google on this as it is a direct violation of their review guidelines? Any help would be appreciated


4297
.

Thanks,
 

djbaxter

Administrator
Administrator
Moderator
Joined
Jun 28, 2012
Messages
3,522
Reaction score
1,670
We're beginning a long weekend for many here in Canada with Canada Day on July 1 so I'm not sure how many will be logging in in the next few days.

However, getting a review removed is never easy. Have you thought about replying to the review instead, pointing out that this was left by a disgruntled former employee and not by a customer?
 

aaronb

Member
Joined
Jun 27, 2019
Messages
19
Reaction score
4
We have not replied to this one yet. I have had others that are similar in the aspect that we know they are from fake/spam accounts and cannot get ahold of or any actual response from Google. This is after the business has replied that they have no record of the customer etc. It seems as if there is no real way for businesses especially small service area businesses to protect themselves from spam reviews.
 

aaronb

Member
Joined
Jun 27, 2019
Messages
19
Reaction score
4
Personally, I feel like when Google has guidelines that are being violated then they need to actually enforce them and remove the spam reviews not just force businesses to respond. People see the one star and look at the total and do not care to look at the response of the business in the matter. These reviews not getting monitored and pulled is really hurting small companies.
 

djbaxter

Administrator
Administrator
Moderator
Joined
Jun 28, 2012
Messages
3,522
Reaction score
1,670
We're beginning a long weekend for many here in Canada with Canada Day on July 1 so I'm not sure how many will be logging in in the next few days.
Sorry for any confusion. I spent all day yesterday (Thursday) thinking it was Friday. Joys of working from home without fixed hours. :oops:
 

Tony Wang

Member
Joined
Oct 13, 2014
Messages
191
Reaction score
87
How long have you waited for a FB or Twitter response? Sometimes it can take a couple weeks, maybe more if they're busy. It's hard to get a review removed unless you have solid evidence, you can't just say "I know that person was my former employee, I can tell by the things they said". However, with a screenshot of the original review, I think you have a good chance of removal.
 

aaronb

Member
Joined
Jun 27, 2019
Messages
19
Reaction score
4
I have been waiting for close to two weeks now for any response from them. Yeah basically I just need to be able to provide the screenshot to someone in review support and it should be enough evidence to get it taken down.
 

Belen C

Member
Joined
Mar 20, 2019
Messages
78
Reaction score
52
Have you try by chat? I had a problem with a review in one of my listing that contain racist comments. Ive been flagging this review and nothing happened. I got in contact to the support via chat, and when he read the review it was clearly violating the guidelines of Google. He escalated this issue and by 24 hs i have that review remove.
 

aaronb

Member
Joined
Jun 27, 2019
Messages
19
Reaction score
4
Yes. The first thing I tried was the FB chat with GMB support. No luck so far. I'll need to try again and see what happens.
 

Belen C

Member
Joined
Mar 20, 2019
Messages
78
Reaction score
52
Well Good luck! btw the link that i send you is not the FB chat
 

pony

Member
Joined
Jun 26, 2019
Messages
124
Reaction score
85
Thanks for the GChat idea Belen. I have been trying to remove a spammy review for 9 months with no luck.

Trying GChat now and will follow up on my results.
 
  • Like
Reactions: Jac

pony

Member
Joined
Jun 26, 2019
Messages
124
Reaction score
85
I spoke with a representative through GChat support last week who said they would have the fake review removed in 72 hours but 5 days later it still persists.

I chatted with them again today and was told I would receive some sort of contact from them within 24 hours. The review is so obviously fake it shouldn't take more than 2 seconds to tell.

Has anyone else had an experience like this?
 
Joined
Jul 18, 2018
Messages
1
Reaction score
0
This actually, ironically, just happened to us too. Our team let go of an employee and two days later, a negative review was left on our GMB listing. The review was left under a fake Local Guide account but discussed details that only an internal source would know about. We decided to respond to the review in a polite manner saying "we can't find you in our records, contact us so we can get this resolved" etc., and then proceeded to flag the review as a conflict of interest. We then, from inside our GMB dashboard, contacted support and were able to fill out a form that provided more info as well as include screenshots of what happened. A rep contacted us via email within 24 hours, and currently, the reviews specialist team is looking into the matter. Hope this helps!
 

pony

Member
Joined
Jun 26, 2019
Messages
124
Reaction score
85
24 hours later and still the fake review persists on my profile! Chatted again with the support team for the 3rd time today and they said they are still working on it.

It has been 8 days since they originally informed me that the review would be removed. Going to keep my journal of sorrow here.
 

Belen C

Member
Joined
Mar 20, 2019
Messages
78
Reaction score
52
Hi Pony, thats strange. Did you reach them out by the chat?
On Tuesday i have another situation like this, 6 ex employee left bad reviews, i contact the chat and today when i check out they were erase.
Did someone from Google send you and email confirming that was violates the guidelines?
Captura de pantalla 2019-07-18 a las 10.19.03 a.m..png
 
Similar threads
Thread starter Title Forum Replies Date
JoyHawkins Issue with Schools Not Being Able to Get New Reviews on GMB Google News: Important Changes & Features 5
JoyHawkins Getting Google Review Issue in the Media Local Search 3
T "Get A Quote" Feature Issue Google My Business & Google Maps 3
W Located in issues NAP, Categories, Dashboard Data 3
JamesGreenaway Map pin showing competitor and also direction issues Google My Business & Google Maps 3
E Issues with managing business pages on Facebook Citations 3
dateinadash Will changing https:// to https://www cause an issue with rankings? Organic SEO 3
dateinadash This location has been suspended due to quality issues - going round in circles! Please help? Google My Business & Google Maps 2
NevenaIvanova Brand Visibility Issue Caused by Building Entity Google My Business & Google Maps 2
J ISSUE: We are not accepting new registrations Contact Us Messages 1
djbaxter Warning issued to adta Warnings and Bans 0
A Google My Business Provider Program API Access İssues Recycle Bin 0
AndiFox GSC issues? (Flatliners) Local Search 2
djbaxter Warning issued to TraceyTaylorwnS Warnings and Bans 0
H Issues with downloading locations - bulk verified account Google My Business & Google Maps 2
djbaxter Warning issued to blanka_polkadot Warnings and Bans 0
C Issue on Mobile Forum Tech Support 1
A Big Issue with Google Map Rankings For Everyone Local Search 9
PKLilikoi "Redirect Notice" in Google causing Toxic Link issue in Tools Organic SEO 3
W Listing Claiming Issue Google Local 101 6
L Issues With Bulk Verification for Enterprise Organization Multi-Location Issues 1
djbaxter Warning issued to FatSniper Warnings and Bans 0
rossdunn Odd Issue with Practitioner Listing All Things Google My Business [PRIVATE] (LocalU) 3
JoyHawkins [Technical Issue] Don't Change the Address on Service Area Business Listings Google News: Important Changes & Features 5
NickB-Tampa Issues with transferring GMB listings Google My Business & Google Maps 2
melinaedealer Separate Department Listing Issues Multi-Location Issues 2
J Advice Needed - GMB Listing Visibility Issues Help & Support for Google Local 7
JillH Multiple Location Issue Local Search 3
STM Google My Business Duplicate Listing Removal and Dashboard Issue Google My Business & Google Maps 6
RattlingTram Issues with ranking clent's business CONSISTENTLY Help & Support for Google Local 2
djbaxter Warning issued to leave.review Warnings and Bans 0
djbaxter Warning issued to Alceo 1 Warnings and Bans 0
djbaxter Warning issued to Nick 11 Warnings and Bans 0
djbaxter Warning issued to diptimayee Warnings and Bans 0
spacetuna Do I have a NAP issue? NAP, Categories, Dashboard Data 9
djbaxter Warning issued to vivekrpatel Warnings and Bans 0
djbaxter Ban issued to user aalmarusy Warnings and Bans 0
djbaxter Warning issued to quartercheapersigns Warnings and Bans 0
djbaxter Ban issued to user Dimitri Warnings and Bans 0
djbaxter Ban issued to user Dimitri Warnings and Bans 0
djbaxter Warning issued to Valentin Warnings and Bans 0
J Issues with Spam Redirects Spam on Google 4
hajnasiewicz Issues with multiple domain redirects to one domain? Websites, Software, and Security 4
djbaxter Warning issued to Nick 11 Warnings and Bans 0
djbaxter New Mobile Usability Issues Detected Mobile & Social 4
djbaxter Warning issued to Forseti Warnings and Bans 0
MattF Ranking issue Ask a LocalU Expert [PRIVATE] (LocalU) 6
djbaxter Ban issued to user polos001 Warnings and Bans 0
B Google Search Console Security Issue Local Search 10
J Filter Issue with Smart Campaign? Help & Support for Google Local 4

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