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  1. #1
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    Rude call from Google employee (?) and moved office gets marked as closed

    This is a weird one...

    I’m writing to describe an odd and fairly unpleasant phone call that I received last week or the week before.

    One of my businesses moved from one location to another eighteen months ago. At that time, I edited the GMB settings for the business to indicate the new location. Note: it moved literally around the block, 500 feet away.

    The URL for that mapmaker record is:
    Google Map Maker

    Not long after that, a new Google maps listing mysteriously appeared for the OLD address. I will refer to it here as the duplicate record. The URL for that duplicate record is:
    Google Map Maker

    In mapmaker I tried to claim it and indicate that it was a duplicate and that the business had moved.

    Some time later someone took it upon themselves to mark the duplicate record as “permanently closed”. I posted an objection, pointing out that it was a move.

    Now, many months later, I received a phone call last week. The caller, who spoke English with a U.S. accent, asked whether the company was still located at the old address. He said that he worked for Google. I questioned him about this and explained that I was doing so because I get many, many calls from wannabe SEOs claiming to “work with Google” but not really Google employees.

    The caller got very huffy with me and insisted that he worked for Google. After he said that, I explained that the office had moved to the new location. At that, he said, “You could have told me that to begin with” and hung up.

    I checked Google maps today and found that the “real” record, reflecting the current address, still exists and is active. I found that the “duplicate record” also exists and is marked “permanently closed”.

    I have a couple of questions about this:

    1) Is it likely that the caller really was a Google employee?

    2) What can I do to get that duplicate record either deleted or at least marked as “moved” instead of “permanently closed”?

    Thanks!

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  3. #2
    Member Since
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    Re: Rude call from Google employee (?) and moved office gets marked as closed

    Quote Originally Posted by Tim Colling View Post

    1) Is it likely that the caller really was a Google employee?

    2) What can I do to get that duplicate record either deleted or at least marked as “moved” instead of “permanently closed”?

    Thanks!
    1) It's hard to say for sure. Did they happen to send any kind of follow-up e-mail?
    2) GMB support can normally do this. I would try the twitter support option first.

    Let us know if it works!
    Colan Nielsen l GMB Top Contributor
    Vice President, Local Search at Sterling Sky
    Connect on Google + and Twitter

  4. #3
    Member Since
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    Re: Rude call from Google employee (?) and moved office gets marked as closed

    Always try to check caller ID Tim. Google usually calls from 650 area code.
    Linda Buquet .:. Forum Founder, Google Local Specialist

    If you benefit from advice here... Please pay the community back by sharing on social OR helping someone else at the forum. Thank you!

    Don't Miss Important News & Tips! Subscribe to Daily Email Digest Here

    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon".

  5. #4
    Member Since
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    Re: Rude call from Google employee (?) and moved office gets marked as closed

    Hi Tim, ditto what everyone else already said, but if you wanted to read a little more about getting a business marked as moved and missed Joy's article a while back, this is worth reading:
    Google Is Fixing The "Permanently Closed" Problem

    It should be a quick fix though contacting Facebook or Twitter and asking for the change.

  6. #5
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    Re: Rude call from Google employee (?) and moved office gets marked as closed

    Thanks James, will do. Back when the move took place, the "moved" status was not available.

  7. #6
    Member Since
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    Re: Rude call from Google employee (?) and moved office gets marked as closed

    Yeah it only existed that I'm aware of in the last 6 months, but frankly nowhere other than my article even mentions it so I don't see how any user would even know about it! Kind of crazy that the Help Center makes absolutely no mention of it.
    Joy Hawkins
    Owner of Sterling Sky
    Author of The Expert's Guide to Local SEO [, a 260+ page training manual that is updated monthly and contains advanced tips and tactics for Local SEO that actually work and drive results.

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