How to respond to a fake Google review

Every business eventually gets a review from someone it never worked with: a mix-up with another company, spam, or occasionally a bad-faith review. The right response is calm, short and public-facing, and you should report the review separately if it breaks Google's rules.

What to do first

Check your records for the name, date and job before you assume it's fake. Customers often use nicknames or a partner's account.
Report the review from your Google Business Profile if it violates Google's policies (fake engagement, off-topic, conflict of interest, personal information). Google decides whether to remove it.
Reply calmly anyway. Future customers will see the review until Google acts, and a polite reply shows them you're reasonable.

5 free reply templates for suspicious reviews

1. We have no record of this customer

Hi, we take every review seriously, but we can't find a record of a job under this name. If we've worked with you, please call [phone] and ask for [Owner name] so we can look into it and make things right.

2. Review meant for another business

Hi, thank you for the review. It sounds like this may be about a different company. We don't [service mentioned in the review]. If we're mistaken and we did work with you, please call [phone] so we can help.

3. Review from a competitor or former employee (you suspect)

Hi, we're sorry to read this. We couldn't match these details to any job we've done. Our customers can reach the owner directly at [phone] about any concern, and we're happy to talk.

4. Off-topic or spam review

Hi, this review doesn't appear to be about our services. If you have a question about a job we did for you, please call [phone] and we'll be glad to help.

5. Angry review with no details

Hi, I'm sorry you had a bad experience and would like to understand what happened. I couldn't find the details of your job from this review. Please call me at [phone] or email [email] so I can look into it personally. – [Owner name]

What not to do

Don't accuse the reviewer of lying, or name a competitor or ex-employee you suspect.
Don't ask friends, family or staff to post reviews to "balance it out". Google treats that as fake engagement.
Don't post private details to prove they weren't a customer.

Need replies for every situation?

The kit includes a flowchart for deciding when to reply, when to report, and when to do both. The Google Review Reply Kit has 150 fill-in-the-blank replies for 8 trades and every star rating, a negative-review flowchart, a Google review-policy checklist and a weekly routine, as PDF, Word and spreadsheet files.

Get the kit: US$9 Pay with USDC or Bitcoin, download instantly.

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Frequently asked questions

Will Google remove a fake review if I report it?

Google reviews reports against its content policies and decides. Removal isn't guaranteed, which is why a calm public reply still matters.

Should I reply before or after reporting?

You can do both. Report it, then post a short, neutral reply so readers see your side in the meantime.