Suspensions and Denied Appeals — What to do Next?

[valentinb13]

I'm at a loss and no idea what to do with two GBPs we help manage. Client is a multi-location pest control business in California (that has existed for decades). They moved their offices to a new city, and ever since we tried updating their addresses, we've been stuck in a loop of suspensions and denials. I'm lost and desperately need advice on what to do next.

Background:​

Initially, both existing GBP listings for these two branches became unverified after we updated their addresses (as expected). When the client attempted to re-verify them via video verification, both profiles were immediately suspended.

We gathered all available documentation, including business tax licenses and utility bills, and thoroughly reviewed both profiles for any obvious violations of Google's guidelines. We couldn't find any. We then submitted appeals with the supporting documents.

• Location 1: The appeal was approved, and we were given the opportunity to re-verify. The client redid video verification, uploaded the video, and the profile showed "pending edits" for about five days before being suspended again.
• Location 2: The appeal was denied.

We recently submitted further appeals for both locations, providing even more documentation: business licenses, lease agreements, utility bills, and bills showing material deliveries at the new locations. I also created detailed Google Docs with photographs and video links demonstrating signage, facility access, and everything typically required for the video verification.

Despite this

• Location 1's appeal was not approved. The rejection email stated: "Your recent appeal for a restricted listing has not been approved. Content that violates our policies on deceptive content and behavior isn't allowed. Deceptive content intentionally misleads or deceives others."
• Location 2's denial appeal was also rejected, with the email stating: "We checked your account and it appears like your Business Profile isn’t eligible to display on Google because it violates the GBP quality guidelines."

I am completely baffled. There is absolutely nothing we are doing with these profiles that violates Google's policies. These are legitimate, long-standing businesses in California. Both locations simply moved to new offices, and their other branches already have visible and verified GBPs without issue.

My thoughts on what to do next:​

I've considered these options, though we don't feel confident they'll resolve the issue:

• Hiding the addresses completely on both profiles and try to re-submit new appeals (I'm not even certain I can appeal Location 2 any longer)
• Starting completely over by creating brand new profiles from a different, unconnected email address, rather than trying to salvage the existing ones. Not even sure this is an option.
  

I will gladly share any non-sensitive documentation or information any of you might think would help with getting these suspensions lifted. Or any help from the product experts in here can provide.

 

[Professor M]

For Location 1, ensure the business name and address match exactly between the business profile and documentation, and that most citations are updated before the reappeal.
For Location 2, you can still visit the GBP Community Forum.

 

[valentinb13]

For Location 1, ensure the business name and address match exactly between the business profile and documentation, and that most citations are updated before the reappeal.
For Location 2, you can still visit the GBP Community Forum.

For both locations: Name is straightforward/branded — no keyword stuffing or anything. Documentation (business license, etc...) matches. Had already setup Birdeye listings management for these and updated those as well. Also, added/updated addresses with schema on the website's relevant location pages and in the footer.

With Location 1 I'm really lost since the appeal was approved and everything was in 'pending' for a while before the suspension occurred again. That seems like some sort of automated system error.