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Google reviews #1612560
04/12/2017 13:20
04/12/2017 13:20
Joined: Jan 2006
Posts: 5,294
Portsmouth
A
ali_hire Offline OP
Forum is my life
ali_hire  Offline OP
Forum is my life
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Joined: Jan 2006
Posts: 5,294
Portsmouth
Does anyone know much about this?

My company has received a scathing and erroneous review from a disgruntled ex-customer.

I won’t bore you with all the details, but she refused to pay an invoice so I threatened her with legal action.

She then paid but left us a pretty damning review (most of which I can prove is false, the rest is her opinion).

Google seem impossible to contact though. All you can do is report it, but nothing happens (we previously reported another review which was made years ago when different people owned the company and it was known by another name).

Does anyone know if there’s anything we can do?

Re: Google reviews [Re: ali_hire] #1612563
04/12/2017 14:00
04/12/2017 14:00
Joined: Feb 2014
Posts: 130
Hemel Hempstead
Freddie Offline
On a journey
Freddie  Offline
On a journey

Joined: Feb 2014
Posts: 130
Hemel Hempstead
I had the same problem about 4 months ago, a lady left a really bad review about our business,

I reported it to google and guess what nothing happened you give them your email address to get back to you and nothing happens, this lady did't even use our business I don't have any record of her.

And potential customers read these review and judge you, fair enough if it was true but its completely false and there is nothing I can do about it.


Freddie
Re: Google reviews [Re: Freddie] #1612574
04/12/2017 15:32
04/12/2017 15:32
Joined: Jun 2008
Posts: 649
Kingston-upon-Hull
I
ioksotot Offline
Club member 29
ioksotot  Offline
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Joined: Jun 2008
Posts: 649
Kingston-upon-Hull
There are some guidelines here: https://whitespark.ca/blog/remove-fake-google-reviews/

Looks like the only way of really combating this if Google dosen't want to know is to reply to the review and put your point forward rolleyes

Re: Google reviews [Re: ali_hire] #1612577
04/12/2017 16:19
04/12/2017 16:19
Joined: Dec 2005
Posts: 17,366
Staffordshire
Nigel Offline
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Nigel  Offline
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Joined: Dec 2005
Posts: 17,366
Staffordshire
Have a look at the reviews on Google for Motormech - we once had a customer with a dog-rough Punto with a list of problems as long as your arm - after we gave him a quote to fix it, he accused us of trying to rip him off.

I think my reply more than straightens the record

You should fight malicious reviews with pure fact and no supposition - if the reviewer was never a customer, just say so. If the customer refused to pay, you need to post enough to make potential new customers think that the customer's refusal to pay was completely unreasonable

This is one of the problems with online reviews - one poor review (deserved or not) can have a greater effect than 100 good reviews (although I think the public is more than capable of spotting a trend)


[Linked Image]
Re: Google reviews [Re: ali_hire] #1612617
04/12/2017 22:40
04/12/2017 22:40
Joined: Feb 2014
Posts: 130
Hemel Hempstead
Freddie Offline
On a journey
Freddie  Offline
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Posts: 130
Hemel Hempstead
Wow....that's really helpful guys,thanks for your input


Freddie
Re: Google reviews [Re: ali_hire] #1612626
05/12/2017 08:26
05/12/2017 08:26
Joined: Jan 2006
Posts: 5,294
Portsmouth
A
ali_hire Offline OP
Forum is my life
ali_hire  Offline OP
Forum is my life
A

Joined: Jan 2006
Posts: 5,294
Portsmouth
Thanks all, very helpful.

Nigel, I read your response, very good. How did you respond as the owner of the business though? I can’t seem to see any option other than to click “Helpful” or flag it as inappropriate.

Re: Google reviews [Re: ali_hire] #1612638
05/12/2017 12:03
05/12/2017 12:03
Joined: Dec 2005
Posts: 17,366
Staffordshire
Nigel Offline
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Nigel  Offline
Forum veteran

Joined: Dec 2005
Posts: 17,366
Staffordshire
Originally Posted By ali_hire
How did you respond as the owner of the business though?


Paul is a superb mechanic, but his IT skills are (ahem) a little lacking....

I set up the Motormech presence on Google, so technically, I'm the "owner"


[Linked Image]
Re: Google reviews [Re: Nigel] #1612649
05/12/2017 16:42
05/12/2017 16:42
Joined: Dec 2008
Posts: 826
Kent
C
cyborg7 Offline
Club member 1400
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Kent
Originally Posted By Nigel
we once had a customer with a dog-rough Punto
If you look at his other reviews he's also reviewed the garage that presumably was the one that sold him the Punto. Seems like you got very unfairly caught up for no other reason than he was pissed off and probably at the time wasn't prepared to accept he'd been sold a pup.

Re: Google reviews [Re: Nigel] #1612654
05/12/2017 20:01
05/12/2017 20:01
Joined: Jan 2006
Posts: 5,294
Portsmouth
A
ali_hire Offline OP
Forum is my life
ali_hire  Offline OP
Forum is my life
A

Joined: Jan 2006
Posts: 5,294
Portsmouth
Originally Posted By Nigel
Originally Posted By ali_hire
How did you respond as the owner of the business though?


Paul is a superb mechanic, but his IT skills are (ahem) a little lacking....

I set up the Motormech presence on Google, so technically, I'm the "owner"


Sorry, I wasn’t clear. I assumed you owned Motormech, but as a Director of my business, I don’t appear to have the option to respond to this review.

I don’t recall ever setting up our Google presence and neither does the other Director, it’s always just been there.

Google seem impossible to contact too.


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