How to Deal with Unjustified Google Reviews

A bad Google review from someone who was never a customer – businesses and medical practices encounter this more often than you might think. What matters is responding calmly rather than hastily.

Check first: Does the review come from a real customer or a real patient? Can the case be traced? If not, that is a strong indication that no genuine business contact ever took place.

Reply publicly – but properly: A short, factual reply shows composure to everyone reading along. No battle of justifications, no details about the case – in healthcare, confidentiality rules that out anyway.

File a complaint instead of fuming: Google examines reported reviews in its own procedure. The most effective starting point is pointing out that a genuine business contact is unclear. In our experience, a well-substantiated complaint leads to removal in most cases.

Know the limits: In cases of insults or false statements of fact, the matter belongs in the hands of a specialised lawyer – that is not a job for an agency.

How we support you with this is set out on our service page Getting reviews removed.