/business/community?hl=en
This content is likely not relevant anymore. Try searching or browse recent questions.
This post has been marked as a duplicate of a trending issue.
-
4/15/19
Listing Was Suspended + Reinstated. Lost visibility, and thousands of reviews are missing 0 Recommended Answers 28 Replies 12 Upvotes
1 Recommended Answer
$0 Recommended Answers
Last edited 4/20/19
Hi,

About a month ago, I requested to have the editorial summary on one of our listings changed, as it was outdated.

I was told they could only change it if it was completely inaccurate.

After speaking to Google about it again, I then received an email telling me they had changed it.

Only, upon checking, what they’d actually done is suspend the listing without notifying us or providing a reason as to why.

Some background info: We have several listings in the account with the same address. Each of these are a different aspect of the business, with different entrances, and booking systems etc. Based upon this, we created a listing for each of them, resulting in 4/5 business listings created at the address fairly recently. Of course we had to verify this to Google by providing entrance images etc. as proof. We had to do this twice, and it was approved both times without any issue.

Whilst looking into the issue, I assume they saw several listings with the same address and actioned a suspension. Why they suspended our strongest listing - a historic listing with well over 2,000 reviews that we rely on for as a source of our branded traffic, I have no idea.

When speaking to Google about the suspension, they again stated that there are several listings with the same address. Upon explaining the situation, again, I was asked to provide entrance images for each of the listings, which I did, again.

The listing was eventually approved to be reinstated, (around 2 weeks ago), however we have essentially lost all of our visibility. We no longer appear for our brand, where we received the majority of our impressions - thousands. All of our reviews have also disappeared from the listing. I don’t know the exact figure but it was in the ballpark of 2000+. We do appear for some keyword searches, however, our visibility is not what it was and of course the listing is not as attractive as it was.

I have spoken to Google several times now trying to figure out what is going on and all I keep hearing is that “these things take time”, “my colleague is already looking into this”, and that I would receive an email within 24 hours about the issue, but have never received one. I asked to speak to a manager, or for a case number, so I could get straight through to someone about the issue but told that wouldn’t be necessary because I would receive an email.

A week later, this still hasn’t happened.

I find it hard to believe it would take this long to reappear for a branded search, when I know that as soon as a new listing is verified, you appear almost instantly for branded terms.

I feel like there is some underlying issue that I am not being made aware of.

It seems as though, since the listing was reinstated, it was not in violation of Google’s guidelines, and this suspension has completely reduced our GMB visibility, through essentially no fault of our own.

Any help would be appreciated.

Thanks.
All Replies (28)
4/16/19
Hi Leanne,
 
For each of these listings, please include the following with your question:
1. Full business name
2. Current business address
3. Google Maps URL
4. Website (if applicable)
marked this as an answer
Helpful?
4/16/19

There is a similar thread here: https://support.google.com/s/community/forum/1081366/search/query%3Dcreator%253Ame%2B%257C%2Breplier%253Ame/thread/3995677
 
 
Yes it seems that it is quite common for reviews to be 'misplaced' after a suspension.  I was able to recover the reviews for one of my clients by sending Google support some of the review email notifications that were received to help them get found again. It took about a week.
 
____________________
 
Yan Gilbert, creator of LocalFalcon & Senior SEO at SterlingSky
 
Please note that this forum is run by volunteers known as Google Product Experts who are not Google employees, do not have access to your account, and are merely advising on best practices and interpreting Google's policies based on their experience.
marked this as an answer
Helpful?
4/16/19
Yan is correct, the reviews not returning is likely due to a known issue we're seeing for tons of suspension cases.  Without the details of your business (as Keith requested) we're not really able to offer further advice.
 
 
Joy Hawkins, Google My Business Product Expert
Owner of Sterling Sky and the Local Search Forum

Please note that this forum is run by volunteers known as Google Product Experts who are not Google employees and are merely advising on best practices and interpreting Google's policies based on their experience.
marked this as an answer
Helpful?
-
4/17/19
Hi all,

Thanks a lot for the replies.

Our business is:

SnowDome
Leisure Island, River Drive, Staffordshire, Tamworth B79 7ND


I will try sending Google support some of the review email notifications as you suggested Yan. I also have a screenshot from back in August which shows the listing as having over 1,700 reviews at the time. How am I able to send these email notifications directly to Google? It seems I am unable to forward them to the support email I have received replies from them previously. 

Thanks.
Last edited 4/17/19
marked this as an answer
Helpful?
4/17/19
Hey Leanne,

If you recently got reinstated, you should have an email from Google with a case ID in the subject title.  Can you tell me what that is?
marked this as an answer
Helpful?
-
4/17/19
Hi Joy,

I believe that would be: 8-8466000026272

Thanks.
marked this as an answer
Helpful?
4/17/19
Okay thanks.  I'll send this up to Google and see if I can get them to move the reviews back over.  I'll let you know when I hear back.
marked this as an answer
Helpful?
-
4/17/19
Excellent, thanks a lot Joy!
marked this as an answer
Helpful?
4/20/19
I have added this thread to part of a larger trending issue. 
marked this as an answer
Helpful?
3 hr
Hello all, I am experiencing this exact same issue. Business was suspended for truly no apparent reason, I actually believe our listing is being harassed, we were reinstated after GMB found no issue with our listing and we lost 50 reviews. I'm now over a month in trying to get it fixed with GMB and over a handful of calls to GMB specialists in. My employer is witholding pay until the reviews are re-instated (legal or not) and I am frustrated to say the least. It's been over 30 days without a response from Google and no timetable for fixing. 

Could anyone provide help please? It would mean the world to me. This is a big cause of stress for me right now. In the call they said they located the reviews. My google case ID 7-1384000026225
Last edited 3 hr ago
marked this as an answer
Helpful?
This question is locked and replying has been disabled.
Discard post? You will lose what you have written so far.
Write a reply
10 characters required
Failed to attach file, click here to try again.
Discard post?
You will lose what you have written so far.
Personal information found

We found the following personal information in your message:

This information will be visible to anyone who visits or subscribes to notifications for this post. Are you sure you want to continue?

A problem occurred. Please try again.
Create Reply
Edit Reply
Delete post?
This will remove the reply from the Answers section.
Notifications are off
Your notifications are currently off and you won't receive subscription updates. To turn them on, go to Notifications preferences on your Profile page.
Report abuse
Google takes abuse of its services very seriously. We're committed to dealing with such abuse according to the laws in your country of residence. When you submit a report, we'll investigate it and take the appropriate action. We'll get back to you only if we require additional details or have more information to share.

Go to the Legal Help page to request content changes for legal reasons.

Reported post for abuse
Unable to send report.
This reply is no longer available.
/business/threads
//accounts.google.com/ServiceLogin
You'll receive email notifications for new posts at
Unable to delete question.
Unable to update vote.
Unable to update subscription.
You have been unsubscribed
Deleted
Unable to delete reply.
Removed from Answers
Marked as Recommended Answer
Removed recommendation
Undo
Unable to update reply.
Unable to update vote.
Thank you. Your response was recorded.
Unable to undo vote.
Thank you. This reply will now display in the answers section.
Link copied
Locked
Unlocked
Unable to lock
Unable to unlock
Pinned
Unpinned
Unable to pin
Unable to unpin
Marked
Unmarked
Unable to mark
Reported as off topic
/business/profile/0?hl=en