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How to Dispute Google Business Profile Reviews

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We understand that negative reviews can impact your business’s reputation, especially when the review is illegitimate and violates Google’s policies. This guide will walk you through the process of disputing those reviews on Google. 

Please keep in mind that while you can report a review that you believe violates Google’s policy, Google is very selective about removing reviews. In most cases Google is unlikely to remove the review, unless the review explicitly violates Google’s review policies.

Google’s Review Policies

Google lists all the types of content that violates their review policies here: https://support.google.com/local-guides/answer/7400114?hl=en#zippy= 

The two most common problems facing local business owners with illegitimate reviews are:

  • Not a real customer: when someone leaves a review but they are in fact NOT a customer. This falls under Google’s Deceptive Content>Fake Engagement policy which prohibits “Content that is not based on a real experience and does not accurately represent the location or product in question.”
  • Inaccurate representation: when someone leaves an inaccurate story of what happened with their experience. This falls under Google’s Deceptive
    Content>Misrepresentation which prohibits “Content that is not based on a real experience and does not accurately represent the location or product in question.”

Before you attempt to dispute a review, it’s important to find exactly which policy the review violates, and to find as much documentation as possible that supports why you know this policy has been violated.

Steps to Dispute a Review:

  1. Log in to your Google My Business account.
  2. Navigate to the “Reviews” section.
  1. Locate the review in question and click the three dots icon to report it.
  1. Follow the on-screen instructions to complete your report.

How to Respond to Reviews from Non-Customers:

If you receive a negative review from someone you haven’t provided service to,.here’s a recommendation on how to address such reviews:

“Dear [Reviewer’s Name], Thank you for taking the time to leave a review. However, we have checked our records and we couldn’t find any interaction or service provided under your name. We strive to offer the best service to all our customers, and if there’s been a mistake or misunderstanding, please contact us directly at [Your Business’s Phone Number as shown in your Google Business Profile]. We’re here to help and resolve any concerns you may have.”

From our experience, engaging in a courteous, factual, and professional manner is the best approach you can take. Taking care to avoid any namecalling or sounding defensive. Unfortunately, while it’s not always possible to have reviews removed, a well-crafted response can show other potential customers your dedication to resolving concerns and maintaining a high standard of service.

How to Respond to Reviews with Inaccurate Content:

If you receive a negative review from someone with inaccurate content,.here’s a recommendation on how to address such reviews:

“Dear [Reviewer’s Name], Thank you for taking the time to leave a review. Please contact us directly at [Your Business’s Phone Number as shown in your Google Business Profile]. This experience doesn’t sound typical of our standards and we want to help and resolve your concerns immediately.”

From our experience, engaging in a courteous, factual, and professional manner is the best approach you can take. Taking care to avoid any namecalling or sounding defensive. Unfortunately, while it’s not always possible to have reviews removed, a well-crafted response can show other potential customers your dedication to resolving concerns and maintaining a high standard of service.

We hope this guidance is of help to you, and we’re here for any further assistance you may require.