Why Google Reviews Go Missing and How to Fix it

Getting a 5-star review for your home improvement business is too enough, but when past reviews go missing it can hurt your local Map Rankings and leave you mad and confused. We'll go over why this happens, how to fix it, and a reminder to keep email notifications of every time you get a new review to reference the review really did exist. We hope this information helps you with your local reputation, rankings, and if you need someone to help grow your business in all facets of marketing, reach out to us. Thanks!

Why your Google Review is missing

There are several reasons your Google reviews may be hidden. Let’s break it down:

Google’s Algorithm Filters

Google uses sophisticated filters to remove suspicious or inauthentic reviews. For example, if someone posted a review from a new account with no activity or if multiple reviews come from the same IP address, Google might hide those. If your gutter or roofing business just got 10 reviews from the same Wi-Fi network, they might get filtered out.

Violate Google Review Policy and you risk Suspensions

Google has a strict review policy, which includes banning inappropriate content, hate speech, spam, and fake reviews. In 2023 alone, Google removed 170 million reviews!  If someone leaves a review for your HVAC or plumbing service that violates these guidelines, Google will likely remove it. Worse yet, we’ve seen past clients who had their Google Business Profile suspended and lost all their reviews. We restored it all working with Google, but the businesses felt the decline for about a week.

Your Reviews are missing because of your Google Business Profile

Your business’s Google Business Profile (GBP)) could also be the culprit. Did you know that 50% of all GBP are incomplete? Ensure your information is fully updated, correct, and truthful: address, phone number, business hours, services, and products. Your marketing agency should manage this entire optimization and management. (hint… we do this for all our clients). 

Suspicious Behavior - Massive Growth in Reviews

We coach clients on how to increase reviews, but it can take time to fully grasp the process. AD Green Gutter had never received more than two reviews in a month, but after we introduced QR codes for easy review collection, they jumped to five reviews in a single month. Google quickly suspended their profile and removed the reviews. We resolved the issue and restored everything in just four business days. Sometimes businesses buy reviews, or shady agencies cause problems, but for honest companies, it's usually just Google being cautious. Having an agency like ours that knows how to communicate with Google can make all the difference.

Get Back your Google Reviews

Let’s discuss how to get them back into the spotlight.

Check for Guideline Compliance

First things first: make sure all your reviews comply with Google’s review policies. Here’s how:



• Avoid Over-Incentivizing Reviews
  Asking your HVAC customers to leave a review is fine. Offering them a $50 Amazon gift card in exchange? Not so much. Keep things organic!
• Steer Clear of Fake Reviews
  It can be tempting to have your friends and family review your roofing or landscaping company, but if Google catches on, they’ll remove the review. Authentic reviews only.

Verify Your Business Information

Double-check that your GMB profile is up-to-date. Is your business location accurate? Are the contact details correct? If your gutter company has recently expanded to a new area, update your listing to ensure reviews aren’t getting lost in the digital shuffle.

Appeal to Google for Help

If you’re still missing reviews after addressing the above issues, it’s time to contact Google support. In your appeal, explain your situation and include details such as:

• When the reviews were posted
• How many reviews are missing
• Any updates you’ve made to your business listing

This process can take some time, but it’s worth the effort, especially if you’ve lost reviews that could boost your credibility as a restoration or construction company.

Prevent Future Google Review Issues

You can take steps to avoid future review visibility issues, ensuring your hard-earned reputation remains intact.

Regularly Monitor Your Reviews

Stay proactive by keeping an eye on your Google reviews. Make it a habit to check them weekly. If reviews are consistently disappearing, that might be a sign to tweak your strategy or check your listing.

Save Review Notification emails

By saving the review notification email and taking pictures of your reviews as well as the total amount of reviews and your score, when or if you find a review missing you can submit proof in your appeal. That’s how we do it, and we have a 97% success rate in restoration of reviews, as long as you didn’t actually cheat to get it.

Coach Customers on Reviews

Sometimes, customers don’t realize they’re violating Google’s guidelines when leaving a review. For example, a customer might leave an over-the-top promotional review for your roofing business. Just tell them to be honest and add a picture too. It validates the review and it boosts the review and your Google Map Rankings, too! If you find their review may be flagged, contact them and ask them to remove or edit it.

Diversify Your Review Platforms

While Google is a key player,but don’t forget about Facebook. Sometimes customers can’t leave a Google review because they don’t have a profile connected to Google. Say, “no problem, how about a facebook review?”Just never intentionally ask for a Yelp Review or your profile can be removed. You still get a slight boost in Google Maps if your Facebook and/or Yelp profile are linked to your GBP, although not as high as a Google review.