How to remove a Google review

Can a business remove a Google review?

A business can't delete a review from its Google Business Profile. The person who wrote the review can edit or delete it. The business can report the review to Google, and Google removes it if it breaks Google's content policies.

Google puts the limit plainly: "You can report any review, but only those that violate Google policies are eligible for removal." A review that is negative, harsh, or unfair in the owner's view stays up if it follows the policies. Google asks businesses not to report a review "just because you disagree with it or dislike it," and says it "doesn't get involved in conflict between businesses and customers."

Which Google reviews can be removed?

Google removes reviews that violate its Maps user contributed content policy. The sections a moving company is most likely to need are:

• Fake engagement: content "not based on a real experience," reviews or ratings "that have been paid for, directly or in kind," content posted from multiple accounts by or at the request of one person, and content posted on a competitor's profile to undermine its reputation.
• Conflict of interest: content based on "current or former employment, a contractual or consultory relationship, or other professional or personal affiliations," such as industry competitors or familial relationships.
• Harassment, hate speech, and offensive content.
• Personal information.
• Obscenity and profanity.
• Off-topic content.
• Advertising and solicitation.

A one-star review from a real customer describing a real move doesn't fall into any of these categories. Google's own guidance is that "negative reviews can highlight areas for improvement and aren't always a sign of poor service."

How do I report a Google review?

You can report a review from your Business Profile or from the Reviews Management Tool. Both send the review to Google for evaluation.

From your Business Profile

1. Go to your Business Profile.
2. Select Read reviews.
3. Next to the review, select Report.
4. Select the reason, for example "Spam" or "Profanity."
5. Select Send report.

From the Reviews Management Tool

1. Go to the Reviews Management Tool and confirm the email address linked to your Business Profile.
2. Select your business.
3. Select Report a new review for removal.
4. Next to the review, select Report, then choose the reason.
5. Select Submit.

Google says review evaluation typically takes several days. The Reviews Management Tool shows one of these statuses for each report:

• Decision pending: the review is flagged but hasn't been evaluated yet.
• Report reviewed - no policy violation: Google evaluated the review and found no violation.
• Escalated - check your email for updates: an appeal has been escalated, and Google will email the final decision.

Can I appeal if Google doesn't remove a review?

Yes, with a one-time appeal. If a flagged review doesn't qualify for removal, you can appeal it in the Reviews Management Tool:

1. In the tool, select your business.
2. Select Check the status of a review I reported previously and appeal options.
3. Select Appeal eligible reviews, then choose up to 10 reviews.
4. Select Submit an appeal, fill out the form, and select Submit.

Google emails the result. A review that violates its policies is removed. A review that complies stays live.

What if someone demands money to remove negative reviews?

Report it to Google as an extortion scam. Google describes these scams as "a sudden increase in 1-star and 2-star reviews" on a Business Profile, "followed by someone demanding money, goods, or services in exchange for removing the negative reviews."

Google's instructions are:

• Don't pay or engage. Paying "can encourage further attempts and doesn't guarantee the removal of reviews."
• Gather evidence right away: screenshots of every demand showing the date, time, and sender, links to each suspicious review, and any names, usernames, emails, or phone numbers used.
• Submit the merchant extortion report form with that evidence.

Can I ask Google to remove a review for legal reasons?

Yes, through a separate process. Google accepts requests about content that you believe "violates the law or your rights" through its Report Content for Legal Reasons forms, and it asks people to try flagging the content in the product first. A request should include the specific URL of the review and explain as specifically as possible what content you're reporting and why.

Whether a review is unlawful, for example defamatory, is a legal question. A policy report and a legal request are separate routes with separate forms.

Can I ask a customer to change or delete their review?

You can contact the customer to resolve the problem they described. The FTC's Consumer Reviews and Testimonials Rule doesn't prohibit contacting customers who post negative reviews to resolve the issues they reported. Google also notes that customers "can still change their review after reading your reply."

There are firm limits on how you ask:

• No incentives. Google strictly prohibits offering incentives, "like free or discounted goods or services," for customers to "change reviews, or remove negative reviews." The FTC adds that paying customers to change or remove truthful negative reviews may violate the FTC Act.
• No threats or intimidation. The FTC's guidance on the rule says a business shouldn't use physical threats or intimidation to get a review removed or changed. The FTC says intimidation can include "abusive communications, stalking, character assassination, and sexual harassment."
• No groundless legal threats. The rule allows a legal threat only when there is a legitimate basis for it. It prohibits an "unfounded or groundless legal threat" used to stop a review or get one removed.
• No false accusations. The rule prohibits accusing a reviewer of something you know is false, or making the accusation with reckless disregard for whether it is true.

What should a business avoid when trying to remove reviews?

• Flagging honest reviews. The FTC says review platforms' reporting tools exist for reviews that may be fake, defamatory, or against the platform's terms, and tells businesses: "Don't misuse this option to get rid of honest, negative reviews."
• Handing the problem to a vendor without checking its methods. The FTC warns that some SEO and reputation management companies may get results by writing fake reviews without saying so, and that "you can be held responsible for what they do on your behalf, and review platforms could suspend or remove your accounts and listings."
• Paying people who demand money to remove reviews. Report them as an extortion scam instead.

What can a business do about a negative review that stays up?

Reply to it. A reply appears publicly under the review, and Google notifies the reviewer. Google's advice for replying to negative reviews is to:

• Never share the reviewer's private information or make personal attacks.
• Acknowledge mistakes, and explain what you can and can't do.
• Apologize when appropriate.
• Ask the reviewer to contact you by phone or email when a situation is complex.
• Respond promptly.

Google also tells businesses to value all reviews, because "a mix of positive and negative feedback often feels more trustworthy." Asking every customer for a review is covered in how to get more Google reviews, and the rules on asking only happy customers are in what is review gating.