Multiple 1-star Reviews in Short Timeframe

Joined
Oct 17, 2018
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58
So, one of my clients has recently been under fire from a personal attack from someone who has an issue with her herself and has never done business with her. They, and their friends/family, have left multiple 1-star reviews on the Google Maps listing- some of which are just 1-star ratings with nothing written.

My question is this: what would be my best method (if anything) of getting information to Google and getting them removed? I've already flagged them, talked to phone support and given them the story and received their (respond to this email in 3 days to escalate issue) email, and have reached out to Twitter support. I know how hard 1-star reviews that don't have anything written are to get removed, so I'm wanting to make sure I leave no stone unturned in working to get these taken down.

The business had one 1-star review in the past year or so (mixed in with about 20-25 5-star reviews) and then suddenly gets 4 (and counting) in 14 hours... I would think Google would find that suspicious.

Just looking for some insight and if there is anything else I should do. The client is really upset about this whole ordeal and it bothers me personally that people are petty enough to do something like this in the first place. Thanks all!
 
Last edited:

JoyHawkins

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Jul 18, 2012
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Have a really detailed document with tons of screenshots. Screenshots help because if the reviews disappear, GMB support seems unable to get the fact that there have been so many. The more you get, the more likely they will get removed. GMB support channels are super backed up right now so you probably won't get a response from Twitter for another week or so. You do have to wait 3 days after flagging before support will talk to you so I'd suggest you reply to the email after 3 days.
 
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Oct 17, 2018
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So I'd flagged the reviews on Wednesday (more dropped in yesterday and today also- bringing the total to 8 in roughly 48 hours) and the next step is just replying to the email they sent with my documentation?

I've got screenshots of posts on Facebook of the person who started this encouraging people to leave the business a bad review, sharing the post, etc.; some of the reviews are literal copy-pastes of the FB post. I'm hoping providing all this to Google will be enough but I'm just hesitant to believe they will actually look over the information properly and "care" I guess. They've shown a tendency to not care in the past despite evidence and documentation.

Since some of the reviews are just ratings where they wrote nothing, I'm hoping those can be removed as well given the circumstances; some (most) of them have never wrote a previous review before until now also so that helps the case.
 

JoyHawkins

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Definitely include screenshots (and the links if they're still live) to the Facebook posts. That will really help your likeliness of Google removing them. I'd tell your client that it will likely take longer than usual for Google to remove them (not ideal, I know) due to the massive support backlog at the moment.
 
Joined
Oct 17, 2018
Messages
58
Definitely include screenshots (and the links if they're still live) to the Facebook posts. That will really help your likeliness of Google removing them. I'd tell your client that it will likely take longer than usual for Google to remove them (not ideal, I know) due to the massive support backlog at the moment.
The links are live for now, so I'll include those; I wanted to make sure I got the screenshots before the posts on Facebook were taken down because you never know.

One last question on this: there are a couple reviews mixed in with the copy/pasted ones and the 1-star ratings that are (or at least sound like) true business reviews. They don't mention the FB post or the original person who started this chain- I'll paste one below as reference:
"Owner Paulette is very rude, no customer service once she takes your money she doesn’t care. Plenty other florist in Sherman."

Because of the timing of the review, I'd like to assume that it is part of the attack along with the others, but you honestly can't tell just from reading it because it sounds like an honest 1-star review of a business. So taking that into account, how likely is it that Google removes this one if/when it removes the others? Will it be factored in as part of the bulk attack?

I apologize for all the questions. Our clients have been hit with fake reviews before that we've handled, but it has never been anything this bad in terms of volume or a personal attack like this, so it's all kind of a new experience. I really appreciate all the help.
 

JoyHawkins

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Jul 18, 2012
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2,758
It's hit or miss but I'd include it and at least try to get it removed. They may not remove it but historically based on my experience I'd say it's likely to get removed.
 

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