Receiving a negative review is one thing, most businesses do. But receiving a fake review is a complete different world of pain.
In this video, you will find out what process you should follow to remove a fake Google review from your business listing.
And although there is no guarantee that google will delete the false review, you can, at the very least, make sure that potential clients who read it clearly understand you were not too blame in the first place.
In this video, I will show you how to handle a fake review the right way.
To jump directly to the part that you are most interested in, follow the guide below:
Answering a Fake review: 1:49
Flagging a Fake review: 3:48
Contact Google my business support: 5:20
Links mentioned in the video
Google my business:
Google my business twitter account:
Google my business direct contacts
For the latest marketing tools for your local business, go to:
Boost your visibility with my free guide: 10 awesome marketing tips
You can also follow me on Facebook
Hi, I have a question for you, about 6 months ago I fired most of staff and then some more of them a couple of months later, as they were being fired I noticed fake reviews appearing on my google+ business page, one of them even used my name as a customer leaving a bad review... I think there is about 6 or 7 of them, just before all of this starting I had great reviews... How should I handle this... Thank you for your help!
The very first thing would be to respond to the reviews in a very professional manner. Continue collecting reviews and do your best so the feedback is constantly positive as it will drawn out the negative ones. Finally, if you think the reviews that have been posted are against Google's guideline, report them as explained in the video.
Ranking Academy I did but I’m really hopping to get it removed. How is it ok to create an account just in order to leave a rating and never use that account again? Google says it’s perfectly fine. This would never fly on yelp
What do you do about someone who is attempting to game google's local guide and just spam reviews? Some good, some bad, but all on the same day. Google, in my opinion is setting some folks up with rewards to game their own system. Most people are actually honest, but some if trying to gain rewards will just leave stars with no comments and have never been to your location. I think this will be another "spam tactic" people begin to capitalize on. My fear is leaving my comment like you suggested only entices the person to justify why they did it and make up a BIG lie. Anyway, good video and I will attempt your strategy and let you know.
Help I got 3 fake reviews on my website. Losers that very easily can destroy your life business that we work hard to maintain & some dumb phuck comes along just like that n ruin’s the business with a bad review there needs to be penalties for people like that where it automatically blocks the internet...so much drama with fake people
Usually an increase in the number of ratings on these services increases the number of visitors to cafes by 15-40%. I think you will need about 30 seconds to calculate how much your annual revenue will grow.
But Google's options don't appear to apply to a "fake" review. At 7:15 in your video, you circled the options, but none even remotely indicate that the review is fake (lie or fabrication). For instance, if you run a dog grooming operation and someone leaves a 1-star review that states "They beat a dog to death, don't do business with them," which never even remotely happened, what option are you supposed to choose? And Google's terms of service don't specifically call out "libel" on their list, indicating that libel/slander doesn't violate their terms of service. The Twitter message seems a good way if they actually do take action there, because it allows you to freely type what's really going on (what actually applies).
dear sir your video is very good, but as i/we are from asia, our english is not as good as yours, please tell me ? what option i chose while entering email, suppose the fake review is written by my competitor, i 100% know that guy is my very close competitor, now what option can i select.
I got a 1 star review with no comments by an unknown person who apparently posted about 50 1 star reviews for a variety of businesses over a span of about 10 minutes. I responded appropriately and flagged the review. Google did nothing even though all my other legit reviews are 5 star.
I've seen a competitor of mine that had terrible google reviews become a 5 star google reviewed business over the course of a year. After perusing through the comments it's clear they are paying someone to generate fake reviews to improve the previously bad ones. It's obvious when all the comments use the same language and names. We're just going to have to play this game as long as consumers put credibility into these reviews.
Hi Mark. I feel your pain. The best approach is to remain ethical.
Not sure if you have read this article, it might help:
The problem is if a fake negative review is investigated and Google says it is real. What then ? Also, none of the "flag" bullet points seem appropriate for a real fake review. Fake reviews harm ratings that took years to build. Ask me how I know.
Unfortunately if google deems a review to be genuine although you know it's fake, there is very little else you can do. Just remain as professional as possible in your response to it. That's all i can recommend.
Thanks again for sharing this video. So, I received a fake review a few days ago. The alleged "Amy Perez" posted over 160 reviews on January 14th, at 8am (EST). I flagged it, and later reported this to GMB. They agreed this seemed very SPAMY, and escalated the case. Later, GMB explained they decided to leave all the "Amy Perez" reviews, and stated, "Since the person is a level 3 guide...." I detailed, "This account had zero reviews prior, and suddenly in one minute was able to publish 160+ reviews, all without any actual comment (simply stars), and they are rewarded with a status which is influencing Google's decision to objectively look at what feels like bot activity?" They essentially advised me to solicit more reviews. Has anyone found them-self in a similar situation? Any additional productive thoughts? Thanks, Delfino
I would try to reach out to the google advertiser community: https://www.en.advertisercommunity.com/t5/Google-My-Business/ct-p/GMB 160 reviews in one day seems excessive and unnatural enough to be flagged.
We had a fake review about three years ago. It was from a "Google User" (no name). I clicked on the user and found they also left fake reviews for two other companies and all were really bad, nothing about business. I contacted the businesses. We all called Google and they were removed in just a few hours. The same review was left on Yelp. They WILL NOT remove anything, even if it's easy to see that it is fake. They will also hide your reviews and that list will grow if you don't spend money with them. We have 22 reviews. All good but the one mentioned above. Ten used to show and now we are down to three. In a previous video I watched from Ranking Academy he highly suggested Yelp. I completely disagree! Yelp has a low BBB rating as well as 2 stars on their own site.
Thanks for your contribution Brett. I understand your frustration regarding yelp and I know dealing with a fake negative review is challenging. However, remember that business data displayed on Bing maps and more specifically reviews are pulled from Yelp so they do count. When dealing with negative reviews on Yelp your best strategy is to encourage more customers to review your business on Yelp so it drowns the negative reviews out.
We have a customer and she left us wonderful review but made a mistake gave one star. I recommend every businesses owner to educate their customer on what to do. Customers have to read reviews. If you are good they will come back. !!!!!!!!READ THE REVIEWS GOD OR BAD!!!!!!! Remember you can not only you can make "FAKE BAD" review, you can also make " FAKE GOOD" review. So, educate your customers and tell them read, don't look at the stars only.
Seckin Yildiz This is what happened to us. They left a glowing review but gave us 1 star. We did reach out to them but unfortunately they’re not computer savvy. So frustrating and laughable at the same time.
I had a problem with a neighbour that has nothing to do with my personal business, but he started to leave negative comments in my business opinions. Is incredible how easy is for someone to lie on the internet and fuck your business.
one was fake I flagged it,, it was removed...
one was real but my advice was misunderstood and other doctor misguided him... I replied in a professional manner n luckily few other senior doctors too supported me by commenting on it professionally n bingo I can't see the review anymore.
How are you? I recieved a 1 star rate on my google reviews few months ago through investigation i could find out it wasnt someone who was wasting my employees time for about a year and scolded him for not coming on the spot to his place. Since he had another meetings to be made please tell me what should i do at this particular thing and under whuch category i could file thus complaint
I would be waiting for your reply
People even give negative reviews and Dislikes on YouTube also without thinking twice. For a useful video like this, as I can see statistics do not go much in favor of the content. I wonder why 34 people have disliked this video so far. Either you Like it or you simply leave without giving any feedback, but why Disliking a neutral informative video. It is difficult to assess the causes of Dislikes, so one has to accept this reality. I have seen videos which get 2k-3k likes but hardly 10-15 dislikes, and even if I dislike the video due to its non-usefulness, I don't generally give any Dislike. Unless the video is totally crap or misguides due to its wrong title or anything else significantly deviating from the aims of the video or due to its poor quality, only then I provide a dislike. But some people are really callous and unempathetic, and out of fun or poor rational thinking, respond negatively.
Thanks for your comment Tarun. I couldn't agree more. I guess it's impossible to please everyone so it is something that we all have to take on-board as creators and entrepreneurs. I'm always open to criticism and constructive reviews as I believe it helps me improve the quality of my work but you can never stop anyone from posting dislikes. It will not stop me from continuing to publish videos though ;-)
Ranking Academy , here are the exact details to help you advise me on my predicament:
I pay to for car service and mot (I paid more than I was quoted)
Two days later the car engine blows up.
The garage quotes a further £600 to look at the engine but might not find a fault as is internal.
Alternatively, they will buy the car from me.
Reluctantly, I sell them the car (for the same amount that the mot and service cost me)
"They" do not register the car as new owners, miraculously fix the car, and it is spotted by the police being driven with tax or insurance. Court summons go to my old address, when the "law" finally finds me, I am taken to a high court where I need to prove my innocence.
Crazy huh?! Yet this is lawful on every level? And nobody wants to get involved?
Reviews, especially bad ones, are taken very seriously these days and can result in law suits (on either side, customers and company) . Since I don't know the exact situation I can't really say very much else here apart from the fact that nobody should ever be threatened in any way shape or form.
yes while they say my comment is good to the person in response as they do not see a 4 star as fake even though they are not a client. they left no message just 4 stars without review in words. thank you though found your video very helpful
hello sir i am in big trouble,
i unpublish my google business website and my website gone from my dashboard but it appear when i search it on google,
i want to delete my website and it never show again in google search,
please help me someone
So sad 🙁 somebody came to my store and disrespected my daughter and made a FAKE review saying she saw a dead roach in her food and she complained. There was a whole other story actually but that’s another thing. What can I do about this?
Remove a fake Google review - Nice Title, but ultimately I assure you it CAN NOT BE DONE> I help small business owners get ranked online year after year and we manage their GMB accounts. I would say at least 50% or more have suffered from a false review, fake comments or poor rankings from some joker, Guess What?! Google will do nothing if the review is 110% false (Even I got one from another Country!). The only way they will take it down is if they use hate speech. I am creating a FULL case study across multiple accounts of fake reviews and will post it back here once live on my YouTube channel. The video was helpful, but fake reviews can not and will not be removed by Google.
Hello and thanks for your kind reply, I have read the Whitespark article but not the first one. Do you have any REAL examples of fake reviews getting removed? This gives me some hope, however I have had no success with trying to talk directly with Google My Business customer agents. Any Suggestions? Have you removed a fake review for a client? How did you do it?
Thanks for your feedback,Christopher. Although I agree with you it is difficult to remove a fake review, it is possible. Since you work in the industry I assume you are familiar with Joy Hawkins who is an expert in Google local and recently posted this article https://moz.com/blog/fake-negative-reviews-on-google where she managed to remove some fake reviews. Here is another example from the Local experts at whitespark https://whitespark.ca/blog/remove-fake-google-reviews/
We have recently received several fake reviews on FB & google and they all happened within the same period of time. It's obvious that one of our competitor did so and we jolly well know who. Although we cannot stop her from tarnishing our reputation but with such unprofessional behavior, she won't get too far too.
We are suffering from the same situation. There is no point of posting fake and negative reviews. I am sure that they are our competitors and just trying to lower our ratings and to spoil our reputation over the internet. I hope Google will give us all a better solution for this!
Hi, thanks for the helpful content. Our business is being harassed by an ex employee. When I try to go to the 'flag review on google maps', it doesn't have the call, chat, email options. Would you be so kind to provide me with email, call number?
It's amazing how little power business owners have over google reviews. I'm all for freedom of speech but something is really amiss here. The fact ANYONE can post an unfair review even just your competition is incredibly easy to do. I can understand why there are so many fake positive reviews. You need them when it's so easy to tarnish your business with a click of a button. I can literally create 10 fake gmail accounts and post negative reviews on someones busines I dont like and Google will not do anything. You can even accuse the business of doing something illegal when it's completely untrue. Google reviews is totally a shambles and needs to go. It's become a joke.
Edited Another google review for 1 star by someone who complained they waited for 10 minutes to be seen when their appointment should have been 10 minutes earlier. It’s not like we were chatting and doing nothing. Literally attended to an anxious child.
What a joke this system is!!!!!!!!!!!!! Oh well I’ll just get my friends to put an extra 3 5 star reviews.
As a business owner I don't mind bad reviews. It always can happen that for some reason someone isn't statisfied. But 90% of my negative reviews are by fake accounts who do 50 opinions in 1hour after the account has been created. And I can't do ANYTHING to get rid of them. So I get at least 1-3 negative reviews a month by some freaking company who's probably promoting someone elses business by making ours worse. It's disgusting and I feel utterly helpless.
@The Truth that is not true. I manage many businesses in GMB and I urge my clients to suggest to their satisfied customers leave them a Google review. Most of the businesses that I run all get real reviews and the more you suggest the more you get. so there is really nothing wrong with the review on Google you just have to know that there are idiots out there who take advantage but people are not stupid. if you have tons of 5 and 4 stars and then a 1 star, if its properly handled like Luc suggested it doesn't make a difference in the businesses new client basis. To many people dramatize about things like this and I find Youtube has the biggest whiners I have ever seen.
offering a refund is not a good idea because that will only make other idiots spam so they can get a free meal. I think the best way is to reply to a bad comment and then call google, usually if its really apparent that its a fake they will remove it.
@Tarun Verma Exactly. It is so easy to be dissatisfied at anything. The worst I see is from patients who complain about doctors/dentists and you could tell its a case of the patient not understanding physiology or the nature of the industry. Another typical "complaint" I see is running late by 15 mins because the patient before was in a lot of pain and required a tooth extraction but unfortunately the bone was very dense leaving the dentist to fish the remaining broken root out. The typical person would believe the dentist was incompetent but from our point of view this can be expected from a person with bone like concrete. I'm amazed at how a giant like Google can have one of the most amateurish review platforms on the Internet. Even Yelp and Trip Advisor reviews has more credibility.
It could be a real review but it is only opinion of one person, that person can be biased or have very different sensitivity level than rest of the population, that is published and read by many as thousands as gospel truth.
Hi Gear barel. Yes the person will receive a notification when you respond to a review. Yes your competitors can certainly do that but so can you, so nobody wins. If you see anything suspicious i suggest to simply flag it to Google and hopefully they will do something about it as they take fake reviews seriously.
My business had two fake reviews. One posted by and employee and another from a disgruntled customer.
One was on yelp and the other was on yp.
I contacted yelp directly after reading their policies and that review was removed because it was a third party. They said we “took advantage of his grandpa”. Lies.
The yp One was easier because the person that posted it was accusing my business of everything under the sun and accusing one person of lying. It was a direct accusation.
Both of these were totally false. I love having good reviews and I know that a few bad ones will not hurt me they will only benefit me because we can’t please EVERYONE
It becomes a problem when people begin to leave fake reviews. That could wreck a business. If they created 15 gmail accounts and posted 15 reviews against the same business it would be devastating. They would be removed eventually but the fact is that others have seen it.
I appreciate your video thanks!
Facilities for business continuity may include alternate workspace equipped for continuation of business operations. Alternate facilities may be owned or contracted including office space, data center, manufacturing and distribution.
Systems for emergency response may include detection, alarm, warning, communications, suppression and pollution control systems. Protection of critical equipment within a data center may include sensors monitoring heat, humidity and attempts to penetrate computer firewalls.
Every building has exit routes so people can evacuate if there is a hazard within the building. These exit routes should be designed and maintained in accordance with applicable regulations.
Business continuity resources may include spare or redundant systems that serve as a backup in case primary systems fail. Systems for crisis communications may include existing voice and data technology for communicating with customers, employees and others.
Equipment includes the means for teams to communicate. Radios, smartphones, wired telephone and pagers may be required to alert team members to respond, to notify public agencies or contractors and to communicate with other team members to manage an incident.
Many tools may be required to prepare a facility for a forecast event such as a hurricane, flooding or severe winter storm.
Materials and Supplies.
Materials and supplies are needed to support members of emergency response, business continuity and crisis communications teams. Food and water are basic provisions.
Systems and equipment needed to support the preparedness program require fuel. Emergency generators and diesel engine driven fire pumps should have a fuel supply that meets national standards or local regulatory requirements. That means not allowing the fuel supply to run low because replenishment may not be possible during an emergency. Spare batteries for portable radios and chargers for smartphones and other communications devices should be available.