How Can I Protect My Business from Fake Google Reviews and Extortion Scams?
- Don’t panic. You’ve got this. Stay calm and gather information first.
- Document everything. Take screenshots of the reviews, reviewer profiles, and any messages related to the extortion.
- Use the “Report review” option for each suspicious post and report it to Google.
- Contact Google Support directly. For urgent cases, reach out through Google Business Profile Help to escalate the issue.
- Tell your web management team immediately. Web Design By Knight can help you navigate Google’s review process and communicate effectively.
- Contact your local police department and the FBI.
- Alert your customers if necessary. Transparency can protect your reputation while the issue is resolved.
We all like to hear good things about ourselves. And when we own a business, that extends to our Google Reviews, too. More importantly, those reviews provide valuable feedback, telling us whether our services or products are meeting our customers’ needs and whether we are providing the best possible customer service.
In brief, valid reviews tell us what we are (and occasionally what we’re not) getting right. They also greatly influence the decisions of potential new customers. A track record of high reviews means people trust you and appreciate the experience they had with you. Bad reviews - especially a string of them - can signal “buyer beware.”
At Web Design by Knight, we encourage our clients to respond to all their reviews—to thank the people that take the time to say good things about them, to make it right when they’re at fault, and to refute comments that are not true. It demonstrates their commitment to customer satisfaction and lets onlookers know they pay attention to what people say about them.
But what happens when the reviews aren’t from real customers—when the person or persons posting them are doing so for nefarious purposes?
A Business Scam That’s on the Rise
Fake reviews are on the rise in general. Some sources report that as many as 30% of fake business reviews are paid. And as reviews are so terribly critical to businesses in this rapidly expanding zero-click world, it shouldn’t surprise anyone.
But what isn’t discussed nearly as often is the growing number of scammers who are attempting to profit from the business owner’s fear of losing their Google standing due to bad reviews. Just in case you thought humanity had run out of ways to scam others out of hard-earned income, let us assure you, they haven’t. According to Consumer Affairs, this crime is on the rise and offers tips on how to handle it if your business is targeted, many of which we’re including here.
A Real Example from a Web Design By Knight Client
One of Web Design By Knight’s longtime clients experienced a fake review extortion attempt recently. Within an hour, their Google account was flooded with fake one-star reviews alleging that they’d had a bad experience with the company.
Each one came from an account that claimed to have provided numerous reviews to other businesses, however all those reviews had been deleted from the reviewer’s profile. What’s more, our client had no record of doing business with customers using those names. After the Google account was flooded with enough 1-star reviews to tank the business’ 5 Star Google Rating, two of the scammer accounts offered to remove the reviews—for a price.
We were able to help our client get the reviews removed, and the matter resolved within 48 hours. It took quick action by our entire team, but the outcome was definitely worth it. What did we do? Below the screenshot of just a few of the reports we found is a detailed list of the steps we took - and we recommend ALL business owners follow these immediately, should you find yourself the victim of a Fake Review Extortionist.
Step-by-Step: What to Do If It Happens to You
- Take screenshots immediately. Include the review, username, date, and any messages related to the extortion.
- DON’T engage directly with the scammer. Do not click on any links a scammer includes in their review. And never respond publicly or privately to offers to “fix” reviews.
- DO respond to each review. State that this is a fake review and not from one of your customers. Let the reader know you are taking steps to have the review removed.
- Flag each fake review individually. Log in to your Google Business Profile, click the three dots next to the review, and select “Report review.”
- Contact Google Business Profile Support. Use Google’s Review Management Help to report harassment or extortion.
- Alert your web management provider. At Web Design By Knight, we can submit additional reports, help document the issue, and follow up with Google.
- Post a calm, factual update if needed. If the situation becomes visible to customers, acknowledge it briefly in social media posts, through email, or on your website, and assure them it’s being handled.
- Monitor your profile closely. Keep checking for new fake reviews or related messages over the next few weeks.
- Contact the Authorities: Begin with your local police department and follow up by reporting it to the FBI.
Protecting Your Business Reputation
Online reviews are essential to your reputation and contribute to a strong online presence, but they can also be weaponized by bad actors. Having a professional website management partner like Web Design By Knight ensures you’re never alone in handling these situations.
If you suspect your business is being targeted by fake reviews or review-based extortion, contact our team immediately. We’ll help you take swift, appropriate action and protect your reputation.