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Google My Business Support Line is Failing Tragically

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Cedar Manor Assisted Living Center

https://www.google.com/webhp?sourceid=chrome-instant&ion=1&espv=2&ie=UTF-8#q=cedar%20manor%20assiste...

Address: 1324 Cedar Rd, Chesapeake, VA 23322
 
Carolina Surgical Care
Address: 1138 N Rd St, Elizabeth City, NC 27909
 
Hi: 
 
My name is Sean Pomory, I am the Digital Media Specialist for Chesapeake Regional Healthcare. I am trying to gain access to the two businesses listed above. They are both a part of the medical group of Chesapeake Regional Healthcare:
but, Cedar Manor has been previously claimed by someone somewhere, and we don't know who. Moreover, Carolina Surgical Care was claimed by one of our competitors and the phone number listed actually sends the caller to the competitor's location, Sentara Surgery Specialists.
 
I have been in contact with the Google My Business Support line (email and phone) and have talked with multiple people. There has been a ton of issues with them, but most recently I talked with a manger named Zeba who said she would be taking over my account. She was supposed to call Cedar Manor Assisted Living today at 9:00 AM EST, but did not do so. I attempted to call the Google My Business number at 9:15 AM to ask them to verify while I was in the building, but the prompt said no one was available and then ended the call. 
 
Are there any other routes I can take to verify these businesses? It is essential I have these as they will be a key part of our local strategy. This has been a process that's taken well over a month and I'm really surprised that this support center which is most likely in India is carrying the Google brand. 
 
I'm open to any suggestions.
2 Expert replyverified_user

Re: Google My Business Support Line is Failing Tragically

Top Contributor
# 2
Top Contributor
The normal procedure is to
1)Attempt to verify both into your main Google My Business account
2)Tell it to contact the user and provide manager access
3)If they have not done so within 2 weeks contact Google via support and ask that they be transferred to you
See https://support.google.com/business/answer/4566671?hl=en

Have you done the above prior to contacting support?

If you have done that please let me know the case number and your account email and I will se if we can get it escalated.

Re: Google My Business Support Line is Failing Tragically

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hi Mike:

I have done all of those things, which is why I was talking to the Google
My Business line.

The email associated with the account is crmcva@gmail.com. This is the last
case number I was given:
4-8912000011228

I was told by one account rep that Cedar Manor Assisted Living would be
transferred to me 7 days ago in the morning, only to get a call back from a
different rep that the transfer had been denied. The same happened with
Carolina Surgical Care around that time.

If you'd like, I can give you a much more in-depth history if that will
help you make sense of this.

Sean

Re: Google My Business Support Line is Failing Tragically

Top Contributor
# 4
Top Contributor
Thanks

I will escalate and see if I can get Google to look again.

Re: Google My Business Support Line is Failing Tragically

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Thank you Mike!

I was just able to get Cedar Manor, but still do not have Carolina Surgical Care.

Sean

Re: Google My Business Support Line is Failing Tragically

Top Contributor
# 6
Top Contributor

Carolina Surgical Care was claimed by one of our competitors and the phone number listed actually sends the caller to the competitor's location, Sentara Surgery Specialists.

 

I am confused by this statement

 

On the listing it shows 252) 384-2560

https://www.google.com/webhp?sourceid=chrome-instant&ion=1&espv=2&ie=UTF-8#q=carolina%20surgical%20c...

 

When I search the web for a company by that name I find this website

http://carolinasurgicalcare.crtti.com which shows a phone # of 

1138 N. Road Street
Elizabeth City, NC 27909
(252) 384-2560

 

Yet you said that the number goes to a competitor?

Re: Google My Business Support Line is Failing Tragically

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
Right, I understand that confusion.

That is an old number and that website is massively out of date. No one has a login for that site, so I have to figure out how to have that taken down as well. If you were to call (252) 384-2560 you would in fact get Sentara Surgery Specialists, one of our competitors. Sentara used to own Carolina Surgical Care, but we bought it from them about 6 months ago. As part of that agreement, they got to keep that number and we got a new number.

I am playing catch-up on all of this since I became their Digital Media Specialist only about a month ago.

Re: Google My Business Support Line is Failing Tragically

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭
By (their) I mean Chesapeake Regional Healthcare, which owns Carolina Surgical Care as one of its care providers.

Sean

Re: Google My Business Support Line is Failing Tragically

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭
Hi Mike:

Is there anything else I can do on my end to gain ownership of Carolina Surgical Care?

Sean

Re: Google My Business Support Line is Failing Tragically

Top Contributor
# 10
Top Contributor
I will bump Google and see if they have taken a look.

As part of the sales agreement would the other company transfer ownership of that listing ((252) 384-2560) so you could then change the number and reverify? All they would need to do is add you as a manager and then transfer ownership then you would control it.