Review appeal stuck "Escalated" for 26 days

[PortugaleteHomes]

Hello,

We are a small estate agency in Spain with a verified Business Profile. On 11 October 2026 we received a one-star rating with no text from an account we cannot match to anyone we have dealt with. We checked our email, our CRM, our property portal enquiries, WhatsApp Business and our diary, and asked every member of staff: no trace of the reviewer.

What we have done so far:
1) Reported it and appealed through the Reviews Management Tool on 15 October (case 8-9638000041583). The status has shown "Escalated" ever since, with no decision.
2) Contacted Business Profile support by email on 10 November (case 8-4264000042115). The first reply was a generic template; we have answered asking for the case to be passed to a person.

We are aware of the current delays with review appeals and we have not submitted any duplicate appeal.

Google's policy says ratings must reflect a genuine experience with the business. We cannot prove a negative beyond showing our own records. Only Google can see the account data or ask the reviewer to substantiate the experience.

Our question: is there anything a Product Expert can do to have this case looked at by a person, or anything else we should provide?

Thank you for your time.

 

[PortugaleteHomes]

A quick clarification, as I have since read the forum rules: I am not asking anyone to escalate the case. What I would really value is experience. Has anyone here managed to get a text-free rating with no customer record removed, and what evidence or wording made the difference? I have seen the suggestion of following up on the pending status in the Reviews Management Tool with "does not represent a genuine experience": did that work for anyone else?

Thanks again.

 

[keyserholiday]

You don't have to be a customer to leave a review. I can call your office and have a bad experience with the person answering the phone. Google allows users to use an alias. I can set my name to Keyserholiday and write reviews. It's extremely difficult to get a star-only rating since there is no text that violates the TOS. You can wait for the backlog to clear and post in the help forum, but I wouldn't hold my breath.