I completed a job for a residential client two years ago and had no contact since then. Recently, she left four negative reviews online, claiming that we never returned her calls, overcharged her, and didn’t seal the concrete patio.
In reality, we provided her a discount at the end of the job, and she never reached out to us or our employees. After finishing the job, she was so pleased she even tipped my employees.
During our recent meeting, I maintained professionalism, but she asked me to leave her property and then called me back when I was driving away asking me to come back, I came back and she started explaining that recently she had fallen and hit her head. She demanded we address the concrete issue and other problems caused by another contractor, all while insisting the negative reviews remain online, even after we resolve everything.
Unfortunately, she’s an 80-year-old client who seems to be experiencing cognitive issues. I’m seeking advice on how to handle the situation and get the negative reviews removed without making matters worse. I feel like any response to her bad reviews explains cognitive decline is going to make me look worse. Any guidance would be appreciated.
Even when I get bad reviews my response as the owner is always the same line, “Thanks for the great review!”
You are gonna get bad reviews. Nothing you can do about it. Google won’t take them down.
This sub doesn’t like to hear it but there are services that will help with getting the Google reviews taken down. Obviously it’s not 100% guaranteed because it’s still google but it can help.
I got a bad review that was based on my race and I contacted google immediately with the reason and they took it down on the spot.