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.
I got a bad review on google. Someone claimed they called our office and no one answered. He was offended that he got our voice mail and didn’t leave a message. He was most likely looking for services we don’t offer. I replied to the review apologizing and offering to set a call time and kindly suggested we don’t offer the services he’s looking for. I also appealed to Google under three grounds that he wasn’t a customer. Google rejected our appeal and he never contacted me.
Cest la vie? Not much you can do about bad reviews. You have to foster enough good reviews to overwelm the bad.