GOOGLE POLICIES

A review will only be removed if it breaks one of the guidelines listed here: https://support.google.com/contributionpolicy/answer/7400114

Google My Business opts out of taking responsibility by stating:

“Google doesn't get involved when merchants and customers disagree about facts, since there's no reliable way to discern who's right about a particular customer experience”

First flag the reviews for removal through your account: https://support.google.com/business/answer/4596773?hl=en or by going directly to:

https://support.google.com/business/workflow/9945796?authuser=1

It will take up to 3 days for a flagged review to be checked.

REPORTING REVIEWS

Here are the cases we can and we should report (flag) the reviews to be removed:

STANDARD REASONS (reported via FLAGGING)

Off topic - Review doesn’t pertain to an experience at or with this business

We use this to report non-related cases (or cases where reviewer is not our client and we have highlighted it in our reply)

Spam - Review is from a bot, a fake account, or contains ads and promotions

Conflict of interest - Review is from someone affiliated with the business or a competitor’s business

Profanity - Review contains swear words, has sexually explicit language, or details graphic violence

Bullying or harassment - Review personally attacks a specific individual

Discrimination or hate speech - Review has harmful language about an individual or group based on identity

Personal information - Review contains personal information, such as an address or phone number

We shall use this case to report whereas the client posted detailed address of the property or any other personal information (person's name, number, address, etc)

URL for standard flagging: https://support.google.com/business/workflow/9945796

LEGAL REASONS (reported via separate form)

If the review has following inside, you can open a separate case to report a legal matter, which is reviewed on more strict basis and faster:

Go to this direct link: https://support.google.com/legal/troubleshooter/1114905?hl=en&authuser=1#ts=9723198%2C14438492%2C7170398%2C12999305

You have 4x options to report, out of which two are more relevant to our cases:

Defamation: Report content that defames you or your business/organization (typically a false statement damaging reputation)

Use this in case they use bad language, or defame the company's reputation by not being ethical in their speech.

Other: Report content for a legal reason not listed above (for example, content violating local anti-terrorism or hate speech laws)

WHAT TO DO WHEN NO ACTION WAS TAKEN FOR 4-5 DAYS 

After that if no changes, you can follow up with support:

• Talk to a specialist
• Live Chat (if available) 
• Facebook
• Twitter

Contact Google manually (if flagging didn't work)

https://support.google.com/business/gethelp?visit_id=638428069721091264-252666200&rd=1&authuser=1