Local pack not being triggered, and showing Knowledge panel for 'service + location' query

We have a client that is not showing for one of the cities they target with their services.

Here is the exact example:
When I type in Google for the query 'custom closets bellevue, wa' no map pack is being triggered and Google instead shows a knowledge panel for 1 single business as if I would type the business name.

It's similar in Google Maps. If I type in Google Maps and type the same query 'custom closets bellevue, wa' or 'closet systems bellevue wa', or 'wardrobe closets bellevue, wa' - it does not show a list with multiple local businesses, but instead pulls out 1 single business as if I was searching for that business name. 

It's not just for this keyword or just for this location. Another example is for 'custom closets seattle, wa' -  again, 1 single business is being shown and no local pack.

And there are also similar issues bur slightly different. If I type 'reach in closets Tacoma, wa', for example, which is a nearby city, although the organic results are showing the correct local businesses, there is no map pack being triggered. 

Another example is 'custom closets maple valley, wa' - for organic results, no map pack is triggered, whilst on Google Maps, it pulls just two businesses in the area, but there are certainly more than two.

This happened before but it was fixed in a few days to a week. In this case it has been like this for 3 months. It's uncomfortable to have to report monthly to our client on why they don't show up for one of their main location.

What can be done about a situation like this?

Thanks!