Dec 3, 2021

Missing reviews, no policy violations

Reviews have been disappearing daily, a handful at a time.  I don't have many reviews, so 17+ missing reviews is substantial.  All lost within the last two weeks.  

I'm aware of the policy violations that can result in removal of reviews--- the missing posts are not in violation.  In fact, several reviews within these parameters for removal (early reviews from personal friends from the first days of my business' launch), are still present!!!  

So exactly what is causing this removal?  Is it fair to assume this is a misalignment of automated filtering rather than an intentional targeting of certain reviews?  Either way it affects my business and livelihood directly, and I need communication urgently.  

I've seen many identical posts on GMB support, no answers of substance.  Again.  I AM AWARE OF THE POLICY VIOLATIONS that can result in this issue.  If you're a volunteer mod or specialist, please help me and others by giving us real options to pursue the restoration of reviews, or at least a better understanding of the causes of these issues.  At the least, please give us a way to contact GMB services/support via phone.  I have sent emails already, I know how to do that.

Thank You
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Recommended Answer
Dec 8, 2021
Again based on the examples that have been coming in, this is working as intended. 
Example - Google removed more reviews after investigating the profile.
Example - look at the Corner Market Branding business profile.
I have also looked at several business profiles that I know engage in shady tactics and they too have lost reviews. I am not saying that everyone is engaging in review schemes, but Google is finding issues with lots of reviews and businesses and thus removing reviews. Since it is an algorithm removing them, there is no way to get them restored. The other reviews were filtered outright as they were posted or shortly after being posted. These are two and vastly different things. We are only seeing 60% of those reviews reinstated. 

I hope this helps as this is the only help and insights I will be able to provide.
Diamond Product Expert Luca Bove recommended this
Helpful?
All Replies (29)
Dec 8, 2021
I don't disagree, of course there is always a path forward.  However, I still need answers about why this happened.  Could you tell us more about the cases of abuse you mentioned?  Your experience on these matters can help all of us clarify the exact reasons why reviews are targeted.
Dec 8, 2021
I agree. I had two clients contact me in the last two days that have been losing reviews. They get them from their clients/customers after they perform their service. Totally legit. Is there a bug or why does this seem to be happening?
Recommended Answer
Dec 8, 2021
Again based on the examples that have been coming in, this is working as intended. 
Example - Google removed more reviews after investigating the profile.
Example - look at the Corner Market Branding business profile.
I have also looked at several business profiles that I know engage in shady tactics and they too have lost reviews. I am not saying that everyone is engaging in review schemes, but Google is finding issues with lots of reviews and businesses and thus removing reviews. Since it is an algorithm removing them, there is no way to get them restored. The other reviews were filtered outright as they were posted or shortly after being posted. These are two and vastly different things. We are only seeing 60% of those reviews reinstated. 

I hope this helps as this is the only help and insights I will be able to provide.
Diamond Product Expert Luca Bove recommended this
Dec 13, 2021
I have a client, a small family construction business, who are not getting reviews posted any longer. The reviews have been from legitimate clients who left 5 star reviews (four of them to date). Now 5 past reviews (5 stars) have been removed (out of 14) not terribly old. This has caused a drop in point rating. This is beginning to hurt this client's business. I understand that reviews can't be reinstated, but how can we get the client's GMB able to accept reviews again? Not of these reviews to my reading go against policies or TOS.

Here is one as an example. Can you find an issue with it?: "We used Nathan & crew for replacement windows in our office condo because we wanted quality workmanship and materials. We've used the 'value-line' products and contractors before and we knew that is NOT what we wanted for that project. Nathan arrived when he said he would to provide an estimate, spent some time taking accurate measurements and told us it would be about a week before we heard back with the estimate. When we gave them the green light for the project, they had a reasonable idea of when the materials would arrive and gave us an idea of when to expect them. I really appreciate being told an accurate time frame! When the windows arrived, they called and got us on the schedule promptly. The project wasn't an easy one, but they took their time to make sure everything fit properly and was sealed and insulated as it should be. Their attention to detail was superb. They went above and beyond keeping the area clean and dust contained and even did a great job cleaning up after themselves. Nothing left for me to do but paint! The crew was very friendly and professional and presented themselves well. Everyone on the team seems to have the same values. It is refreshing to do business with a company when you feel valued as a customer. If you're looking for the cheapest work possible - look elsewhere. You get what you pay for. If you want quality at (what I feel) a reasonable price, reach out to Nathan and Marissa! We'll certainly be calling them for any future projects."
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