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Google My Business Ownership Conflict

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I'm trying to get control of a GMB listing on behalf of our client - the owner of a business for which there is a verified GMB listing.

The problem is, there is an SEO company that has ownership of the GMB listing and is refusing to transfer ownership.

 

The SEO company neither has permission to use my client's brand and trademark nor do they represent my client in any way.

 

I've spoken to several Google My Business customer service agents and jumped through a number of hoops that these customer service agents have gotten me to do.  Yet Google are still refusing to either remove the current listing (that infringes upon my client's trademark) or transfer ownership over to them or us as their branding agent.

 

All they have to do is ring the phone number on the listing itself and confirm with my client that this is their wish but the Google service representatives refuse even to do this.  I've even had emails sent from my client's domain to local-google instructing them to transfer ownership - still nothing.

 

Next step is lawyers.

1 Expert replyverified_user

Re: Google My Business Ownership Conflict

Top Contributor
# 2
Top Contributor
Hi Brandi

if you'd like us to try and help you'll need to provide the GMB listing for your client.

Priya Chandra, Google My Business Top Contributor
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Re: Google My Business Ownership Conflict

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hi PriyaC

The listing can be found here... https://www.google.com.au/maps/place/Evanco+Mechanical/@-33.33678,115.648974,17z/data=!3m1!4b1!4m5!3...

It appears to have been claimed by an SEO company... Search Results Specialists Pty Limited - you can read about them here... http://forums.whirlpool.net.au/archive/2269291

It appears the Managing Director of Search Results Specialists Pty Limited is this guy - http://www.smh.com.au/technology/technology-news/google-crashes-monster-mans-party-20120816-24agm.ht...

Thanks

Chris

Re: Google My Business Ownership Conflict

Top Contributor
# 4
Top Contributor
Hi Brandi

I know you mentioned in your original post that you've spoken to GMB support already on this, but have you followed the steps in this article: https://support.google.com/business/answer/4566671?hl=en?

If you have, how long ago did you initiate the process? And can you provide the case support number from the acknowledgement email that Google would have sent you?

Thank you.

Priya Chandra, Google My Business Top Contributor
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Re: Google My Business Ownership Conflict

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Hi PriyaC
Yes, I have followed the steps in that article - twice in the last two weeks.

The case support number is: 8-6399000011410

The problem is that the, so-called, listing "owner" is refusing to give up ownership of the listing. The owner of the listing is not the owner of the business and has now authority from the owner of the business to represent them. The owner of the business (Evanco Mechanical) wants and has nothing to do with the so-called owner of the listing, "Search Engine Results Pty Limited".

All the details of the listing relate to my client, Evanco Mechanical - phone number, address, logo, shop front photos, reviews, etc.

So long as Google are refusing to verify my client as the owner of the business (and therefore the rightful owner of the listing), google are displaying information about my client's business, including my client's trademark, without their consent and are, therefore, in breach of google's own trademark policy as well as the common law trade mark rights of my client.

Re: Google My Business Ownership Conflict

Top Contributor
# 6
Top Contributor
Hi Brandi

Thanks for the prompt response.

I'll escalate this to the CM and see if she can help at all behind the scenes.

Priya Chandra, Google My Business Top Contributor
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Re: Google My Business Ownership Conflict

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
Thanks PriyaC

That's very much appreciated. There's a few GMB issues I'm pulling my hair out with at the moment but this one is by far the most troublesome and pressing.

Thanks

Re: Google My Business Ownership Conflict

Top Contributor
# 8
Top Contributor
Hi Brandi

Thank you for that information. I would recommend NOT asking for ownership any more - sadly multiple requests in a short period of time could in fact trigger a spam alert, which would be kind of ironic in this case.

Also, there are a number of checks that Google undertakes to confirm ownership rights (again, to stop spammers from taking control of pages) and these can take a couple of weeks.

Please wait another week from the time you received the most recent Google contact email, and if the situation has not changed (i.e your client has still not received ownership rights) then please let me know.

I appreciate this is frustrating for you, but unfortunately I can't escalate it for at least a week.

Priya Chandra, Google My Business Top Contributor
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Re: Google My Business Ownership Conflict

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

Hi PriyaC

 

I was only following the direction of the Google representative that I spoke to on the phone.

 

The person who has claimed ownership of this listing has responded but REFUSED to give the business owner access and transfer ownership of this listing to them.

 

This is in breach of the following Google policy found here which states, in part:


"Always respond to management access requests promptly, and always transfer listing ownership to the business owner immediately upon request. Authorized representatives must, whenever possible, encourage the business owner to create an account, own the listing, and add authorized representatives as managers...."

Re: Google My Business Ownership Conflict

Top Contributor
# 10
Top Contributor
Hi Brandi

Do you have a copy of the current page owner's refusal to give the business owner access? It is my understanding that that sort of communication remains solely between Google (as they do the checks) and the page owner.

However if you have a copy of that communication it may help me escalate it sooner.

Priya Chandra, Google My Business Top Contributor
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