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Fake and Defamatory Reviews and Google won't remove them 1 Recommended Answer 62 Replies 229 Upvotes
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Hello, I am hoping to get some help with this here, after spending quite a bit of time chatting with and speaking on the phone with various google representatives, all of whom were either unwilling or unable to assist.  
 
I am an attorney and represent a business owner who has been the subject of several false and defamatory reviews on google.  The business is called Radiant Dermatology.  In mid-December, a disgruntled patient posted a completely fabricated story in the form of a google review.  Because it was a patient of the practice, the business owner had the contact information for the patient and contacted her to request that she remove the review.  She eventually agreed to remove the review, but almost immediately after she removed her fake review, two new ones popped up, this time by two separate individuals, neither of whom are patients of the practice, and both of whose reviews are completely fabricated and are clearly meant to injure the reputation of the practice and the physician.

So, to get to the point, there are, at present, two reviews on google that were posted by non-patients/non-customers, and are very clearly false and damaging to the reputation of the business and physician.  The reviews, one posted by a "Joanne Dreyden," and one by a "Timothy Schmidt," are from non-customers, were posted within a few minutes of one another, were effectively to replace a fake review by someone whose identity we had and whose contact information we knew, and are very clearly an attempt to defame both the practice and the physician while leaving the business no recourse.  All of the claims made in these reviews are false, and the events described therein false.  
 
We have flagged the reviews and both myself and business owner have contacted google on a number of occasions to attempt to have the reviews removed.  Last week, I chatted with a google representative who then indicated he needed to call me.  We spoke for about 10 minutes.  At the end of the conversation he indicated he would need to discuss the matter with a higher up at Google and would call me back in one or two days.  It has been 8 days and I have yet to receive a call back.  Tonight, the business owner called Google and was advised that the reviews were determined to be within Googles policy and would not be removed. The business owner was told to reply to the reviews.
 
So, the reviews need to come down.  I would prefer not to have to file a lawsuit to effectuate that, but it seems the business has no recourse, and Google has not given this business owner the tools to satisfactorily deal with the problem.  Replying to made up patients is not something a business owner should be forced to do.  I realize that Google is not the arbiter of truth or falsity, opinion or fact, but given the particular set of circumstances, it is readily apparent that the reviews are simply an attempt by an upset customer to avoid personal liability while still impugning the reputation of the business and business owner.
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Hi There,

I was just wondering if you had any updates on getting the false reviews removed? We just encountered a very similar situation and this person has now posted 4 separate fake reviews under all different names (one being her actual name). Google has informed us that the reviews do not “violate their policies” which is completely untrue. This person has never been a patient/customer of ours - the reviews are 100% fabricated to hurt the business owner’s reputation. My question is, if Google is unwilling to remove fake reviews then what’s preventing people from writing their own positive reviews under various accounts? Seems like a completely broken system, which is discouraging.

Anyways, I was just curious if you had any advice on the matter as this is an extremely frustrating and exhausting situation. Any suggestions would be much appreciated.

Thanks
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My suggestions in this case, as Google won't delete them, is to awnser in the nicest way telling that you don't know that person, saying is a fake comment. Always in an nice way (what i recommend to my clients).
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I am a business owner and have paid google for advertising for the past 7 years.  I had the same conversation with google yesterday over 4 fake reviews.  No recourse no help.  If enough paying business owners complain, maybe some common sense will prevail.  I am not optimistic though.
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It’s been 3months since I tried to deal with this review and Google. This person was never a customer. Google won’t recognize this. I’ve contacted them numerous times and the answer above is the same one I always get. I NEVER WORKED WITH THIS PERSON. So I have no recourse according to Google and absolutely should as a business owner. How is it ok for someone to disparage a business they have never been to and there’s no way to fix it?  I would absolutely join a class action to get Google to pay attention.  I would also opt out of everything Google if I could.  It’s been super frustrating dealing with them.
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