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Can't Respond to Reviews

Follower ✭ ☆ ☆
# 1
Follower ✭ ☆ ☆

 I am having trouble posting a reply to a negative review. The review is as follows (sorry I could not figure out how to take a screenshot of the page and post it):

 

Kimmarie Scherzi Rating Review posted on Jul 12, 2017

I do not recommend these attorneys shysters unprofessional one star is much to high for them! It seems this type of attorney in my opinion; are in league with the cause of the problems of the day of lawyers clinging to FORMER poor behaviors WITHOUT FEAR OF RETRIBUTION FOR THEIR ACTS,, with the reputation OF A MINORITY of certain unethical lawyers have created, they seem to congregate in clusters in certain areas,in the general consensus most people say "attorneys are crooked" similar to what they say about car salesmen,making it hard for the HONEST ETHICAL GOD FEARING TRUE TO THEIR OATH TAKING ATTORNEYS.Be part of the solution,THE BOARD of ATTORNEYS SHOULD BE VERY BUSY WITH FORMER & CURRENT ATTORNEYS AND THEIR UNSCRUPULOUS UNETHICAL ILLEGAL BEHAVIORS THAT HAVE BEEN ADOPTED OVER THE PAST YEARS. AS AN ADDENDUM THE FEMALE OFFICE SECRETARY WAS PLEASANT. ALL ROADS LEAD TO PERDITION!

 

I tried to respond to the review many times, as follows:

 

Gelber & O'Connell, LLC – Jul 13, 2017 

We are in receipt of your review for Gelber & O'Connell, LLC and wanted to take a moment to address your rating. First, we are sorry that you were so displeased with our decision not to accept the two cases you discussed with us, however, we were of the opinion, as we explained at length, that for a variety of reasons we did not believe that we could be of assistance to you. We pride ourselves on being honest with potential clients when we do not believe we can help them so that the client is not disappointed down the road. In addition, we noticed that since the beginning of 2017 you have rated about 43 other businesses with one star, including William Mattar Law Offices, all of which also included very lengthy complaints. It is our hope that you are able to have more favorable experiences in all aspects of your life in the future.

 

Each time I received a message that says "Replied!" The response then disappeared. I know I have correctly tried to post the response, as I have done so previously and am familiar with the process.

 

How is it that this lady is able to post these horrific negative reviews and our response to her review is not acceptable? Please help escalate this for me with Google so that I am able to post my reply.

 

Thank you so much.

 

Stephanie Gelber, Esq.

Gelber & O'Connell, LLC

6512 Main Street, Buffalo, NY 14221

(716) 633-5050

https://www.google.com/maps/place/Gelber+%26+O'Connell,+LLC/@42.9647527,-78.7133348,16.5z/data=!4m5!...

 

 

2 Expert replyverified_user
1 ACCEPTED SOLUTION

Accepted Solutions
Marked as Best Answer.
Solution
Accepted by topic author Stephanie G
July

Can't Respond to Reviews

Top Contributor
# 6
Top Contributor

@Karissa H

Can you confirm you're still having this issue?
If so, please start a new thread explaining the problem and add the following info so we can investigate / escalate.
Please include the following with your question:
1. Full business name
2. Current business address
3. Current telephone number
4. Google Maps address
5. Website address (if applicable)

Feel free to tag me in the post so I can follow it up for you.


Was my response helpful? If yes, please mark it as the ‘Best Answer.’ Learn how here.

Margaret O · Google My Business Top Contributor

Find me on · · my blog

View solution in original post

Can't Respond to Reviews

Top Contributor
# 2
Top Contributor

Hi @Stephanie G

This is a known issue and Google are working on a resolution for it. 


Was my response helpful? If yes, please mark it as the ‘Best Answer.’ Learn how here.

Margaret O · Google My Business Top Contributor

Find me on · · my blog

Re: Can't Respond to Reviews

Follower ✭ ☆ ☆
# 3
Follower ✭ ☆ ☆
Thanks!

Stephanie S. Gelber

Can't Respond to Reviews

Top Contributor
# 4
Top Contributor

@Stephanie G & @MargaretO

it works on my end again - since about 20 minutes

_________________________________________________________________________
Helmut Geissler, Google My Business Top Contributor   |  my G+ profile

Can't Respond to Reviews

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

I've got an upset customer I've been trying to respond to for 2 days now. Checked mine a few minutes ago and still won't post. I've submitted probably 10 reports to Google and still no response. This is so frustrating. 

Marked as Best Answer.
Solution
Accepted by topic author Stephanie G
July

Can't Respond to Reviews

Top Contributor
# 6
Top Contributor

@Karissa H

Can you confirm you're still having this issue?
If so, please start a new thread explaining the problem and add the following info so we can investigate / escalate.
Please include the following with your question:
1. Full business name
2. Current business address
3. Current telephone number
4. Google Maps address
5. Website address (if applicable)

Feel free to tag me in the post so I can follow it up for you.


Was my response helpful? If yes, please mark it as the ‘Best Answer.’ Learn how here.

Margaret O · Google My Business Top Contributor

Find me on · · my blog

Can't Respond to Reviews

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

I am not able to reply to reviews and have been told new reviews have been posted but cannot see them. How do I get this corrected?

 

Denise

Spring River RV Park

Roswell, NM 

 

Can't Respond to Reviews

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

I am still having this problem.

Can't Respond to Reviews

[ Edited ]
Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

Hi MargaretO.  I can't seem to make my response to a review visible.  I have waited 24 hours thinking the system just needed time.  Do you know if there is an internal problem at Google.  Not to compare, but I just answered a review on Yelp and it posted immediately.  Is there something different I should be doing?  Thanks in advance for your help.  October 2017

Can't Respond to Reviews

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭

Let me say one more thing MargaretO.  This is what is odd.  If I click the review box on the info box that is only visible to me, the answer to the review is there.  But it doesn't show up on information box that is visible to the public.  Why?