Search Bar Reverting to Previous Listing Name

[maria.delariega]

Hi everyone!

We’re experiencing an issue with a business’s Google listing that only happens on mobile search results within the United States — it doesn’t appear on desktop, nor does it happen when searching from other countries.

Here’s what’s happening:

When a user in the U.S. searches for the business on Google mobile and clicks on the “Reviews” tab in the search result, the business name shown in the search bar reverts to the old business name instead of displaying the current, correct name.

We’ve tested searches from outside the U.S. (Spain and Brazil), and in those cases, the issue does not occur — the correct name shows as expected.
On desktop, everything also displays correctly. The issue seems isolated to mobile searches in the U.S.

I’ve been going back and forth with the Google support team on this for over a month. Unfortunately, they’ve repeatedly asked us to clear cache or cookies, and at this point, they’ve become unresponsive but the issue remains unresolved.

Has anyone else experienced something similar?
Is there another method you’d recommend to escalate or get the Google support team’s attention on this?

Thanks in advance. We really appreciate any guidance on next steps!

 

[willy_evans]

That sounds like some kind of bug especially if you've tried it on multiple devices/networks. Once I get caught in a loop on an issue like this, the only solution has been to post here or on https://support.google.com/business/community?hl=en in hopes that it gets somebody's attention.

Would definitely recommend adding some screenshots to make it super clear what the issue is.

 

[JoyHawkins]

Would definitely recommend adding some screenshots to make it super clear what the issue is.

100%. Or if you can share the exact query you are entering too, some of us here can see if we can replicate it, which would confirm it has nothing to do with your cookies.