Review problems

A sudden influx of negative Google reviews

Triage before you react. The pattern tells you which problem you are dealing with.

Several negatives in a few days feels like an emergency, and the instinct is to reply to all of them at once. That instinct usually makes things worse, because every reply is public and permanent until you remove it.

Start by working out whether this is a service failure or a campaign. The two need completely different responses.

Send us the review and get an honest answer.

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The first hour

Do these four things before you type a single reply.

Screenshot every new review, including the account name and the date
Check whether anything changed: a price rise, a policy change, a redundancy, a failed job, a rejected refund
Note whether the reviews mention specifics you can verify, or nothing recognisable at all
Do not reply yet: decide once you have the pattern in front of you

Campaign or bad week

These markers separate an organised attack from a genuine run of poor experiences.

Brand-new accounts whose only review is yours, versus accounts with established histories
Nearly identical wording, or wording that mirrors a template
Arrivals clustered within hours rather than spread across the trading week
The same accounts reviewing other local businesses, especially your competitors

What to file, and what to absorb

Report the reviews that clearly breach policy and leave the plausible ones alone. Mass-reporting a wave, including the genuine entries, reads as abuse and weakens the case that matters.

File the clearest breach first: it establishes the pattern for the rest
Where a review is vague but new, check your records before reporting, not after
Reply to the reviews that a customer might genuinely have written, calmly and briefly

Questions we get asked

Each review is assessed on its own content, but a coordinated pattern is strong evidence for every individual report, and repeat accounts often disappear along with their reviews.

A short, factual reply is fine, but do not argue, speculate about who wrote it, or reference the campaign. Anything you publish will be read by real customers too.

Obvious fake or duplicate reviews can be decided within hours of filing. Cases that depend on a written argument typically take one to three days each.

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Send the review or your Google Maps link on WhatsApp. We will tell you whether it breaks Google's rules, what a removal costs, and whether it is worth filing at all. The decision is always Google's, and the eligibility check is free.

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