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Search shows wrong listing - customers think we're closed!

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Google Maps is wrongly making people think our company is permanently closed! This mistake is deterring people from our business and needs to be fixed. We tried editing the listing on Map Maker but the problem is still there.

 

My company, POD Point, has 3 office listings on Google Maps. 2 of the 3 offices are no longer in use and correctly marked as "permanently closed". However when you search my company name on Google (screenshot attached), Google search pulls up an old/closed office with the search and makes people think that our business is now permanently closed.

 

It's pulling up the wrong office address with the search and we need help in removing our old office listings from the map so that our customers don't make that mistake. We can't remove the old listings ourselves because it's not listed on our Google+ accounts.

 

Correct and final address for our business POD Point:

- You can verify this on our website www.pod-point.com

- Correct Google+ account: https://plus.google.com/+Pod-Point/posts

 

Discovery House

28-42 Banner Street

EC1Y 8QE

London

 

Old listing that must be removed:

- Old Google+ https://plus.google.com/117307464722445558562/about

 

4, Cityside House

40 Adler St

E1 1EE

London

 

2nd old listing that must be removed:

4, 33 Cannon St

EC4M 5SB

London

 

Please let us know what we can do to fix this issue and make sure our customers are able to find us!

 

Thank you,

Daniel KaplanskyClosed office POD Point.JPG

1 Expert replyverified_user
1 ACCEPTED SOLUTION

Accepted Solutions
Marked as Best Answer.
Solution
Accepted by Manoj S (Google Employee)
April 2016

Re: Search shows wrong listing - customers think we're closed!

Explorer ✭ ✭ ✭
# 2
Explorer ✭ ✭ ✭
Hi Daniel K,

I am sorry you are having difficulties with your listing. I know you said you have had issues in editing your business with MapMaker, have you created or do you own a MyBusiness account yet? This is the best way to claim ownership of these three listings and get the incorrect ones closed/removed and verify the correct one is marked open and verified. Here is the link and how-to:

Claim Businesses: https://business.google.com/add?r=https://www.google.com/business/sign-up/index.html&service=plus&hl...

How-To: https://support.google.com/business/answer/2911778?hl=en

View solution in original post

Marked as Best Answer.
Solution
Accepted by Manoj S (Google Employee)
April 2016

Re: Search shows wrong listing - customers think we're closed!

Explorer ✭ ✭ ✭
# 2
Explorer ✭ ✭ ✭
Hi Daniel K,

I am sorry you are having difficulties with your listing. I know you said you have had issues in editing your business with MapMaker, have you created or do you own a MyBusiness account yet? This is the best way to claim ownership of these three listings and get the incorrect ones closed/removed and verify the correct one is marked open and verified. Here is the link and how-to:

Claim Businesses: https://business.google.com/add?r=https://www.google.com/business/sign-up/index.html&service=plus&hl...

How-To: https://support.google.com/business/answer/2911778?hl=en

Re: Search shows wrong listing - customers think we're closed!

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hi Jordan, Thanks for your super quick answer. I have signed up to MyBusiness and I'm unable to claim that old office listing (screenshot attached). Since this happened it's gone viral in my company and numerous people have been suggesting edits to that listing. It therefore caused a bit of anger from the MapMaker: "Hi. I realise you are probably a bit frustrated, but the consistent repeated edits by you the other users are not helping. Now the feature is locked to prevent vandalism. However, ultimately, nothing is going to change. The PodPoint offices used to be here, so the correct thing according to Google's policy is to leave a closed marker here. You are not going to change that policy, and its Google's map, so you just have to deal with it I'm afraid. Nobody will approve re-opening, nor will they approve moving this marker. You might like to check on the help forum, but I'm afraid you're just going to get the same answer. commented by Keith" I'm not sure what to do - those offices are now permanently closed and will never be reopened so they have no use being on the map. Especially when they're confusing our customers and making it look like we're closed. Kind Regards, Daniel Kaplansky @Work Product Owner POD Point Tel: 020 7247 4114 (ext 0077) Mob: 07760 599 345 Web: www.pod-point.com

Re: Search shows wrong listing - customers think we're closed!

Top Contributor
# 4
Top Contributor
Hi both:

It doesn't make sense for me to claim the outdated and closed location as this will not fix the problem why the location at the Banner St, London EC1Y 8QE will show up on a searchonly if searching like "pod point London EC1Y" - you will get it then!!!

I also can't see Daniel or others of the company made to many edits for the open location.
But I see one point and its its address: (right now specified as "28-, 42 Banner St, London EC1Y 8QE")
Daniel (or a Mapper called "Keith" - http://goo.gl/SH6Htw) made a week agoa an address change from "Discovery House, Banner Street, London EC1Y 8QE, United Kingdom" to "28-, 42 Banner St, London EC1Y 8QE, United Kingdom"
Why this change and why not having specified it as "28-42 Banner St" rather then "28-, 42 Banner St"?

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

Re: Search shows wrong listing - customers think we're closed!

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Helmet,

Thanks for your reply. When I first brought up the issue of our old offices with Keith from MapMaker he immediately made this change "28-" and then marked the offices as 'permanently closed'. Only then Google Search started showing our old address when searching our business "POD Point".

Do you have any suggestions? Or perhaps a useful contact?

Thank you,
Daniel Kaplansky
Product Owner
POD Point

Re: Search shows wrong listing - customers think we're closed!

Top Contributor
# 6
Top Contributor
Daniel as said: since we get your new location for "pod point London EC1Y" but the closet one only for "pod point" I suspect an addressing issue for the new location. Repeating my question "why not having specified it as "28-42 Banner St" rather then "28-, 42 Banner St"?"
_________________________________________________________________________
Helmut Geissler, Google My Business Top Contributor   |  my G+ profile

Re: Search shows wrong listing - customers think we're closed!

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
Helmut, thanks again for your advice. We've now changed the correct address to '28-42 Banner St' instead of '28-, 42 Banner St". It's been a week and nothing has been solved. The old permanently closed listing still comes up on Google Search associated with our company name (try it yourself when you Google search 'POD Point').

We have contacted the Adwords team several times with no reply. We have also been trying to direct more traffic/reviews to our new Google Map listing rather than the old one. Is there really nothing straight-forward we can to fix this?

Thanks,
Daniel Kaplansky

Re: Search shows wrong listing - customers think we're closed!

Top Contributor
# 8
Top Contributor
thegood news:

I get your open location for "pod point greather London" https://www.google.co.uk/search?q=pod+point+greather%20London
_________________________________________________________________________
Helmut Geissler, Google My Business Top Contributor   |  my G+ profile