Why Your Google Reviews Are Disappearing (And How to Get Them Back)
For restoration contractors specializing in water damage, roofing, and general restoration services, Google reviews are crucial to building trust with potential customers. A steady flow of positive reviews boosts your credibility, improves your search rankings, and makes it easier for people to choose your business over competitors.
But what happens when those hard-earned reviews disappear without warning? Recently, many businesses have reported missing Google reviews, leaving them frustrated and confused. If this has happened to your restoration business, you're not alone.
In this blog, we'll break down why your Google reviews may be disappearing, how to recover them, and how to prevent this from happening in the future.
Recent Google Review Disappearance: Bug or Intentional Removal?
Recently, many businesses, including restoration contractors, reported a sudden drop in their Google review count. Complaints flooded the Google Business Profiles forums, with business owners noticing their review numbers decreasing overnight. Some lost a few reviews, while others saw dozens vanish without explanation.
Google initially stayed silent, but experts speculated that stricter spam filters or policy enforcement could be the cause. However, on February 10th, Google confirmed the issue was due to a display bug - the reviews were still there but not showing up correctly. As of February 11th, some businesses have seen their review counts return, but the issue is still being resolved.
If your restoration business is affected, monitor your Google Business Profile, stay updated on Google’s announcements, and encourage new customer reviews while waiting for a fix.
Why Your Google Reviews Are Disappearing: Other Other Reasons
Google reviews can vanish for several other reasons, many of which are out of your control. Here are the most common causes:
1. Google's Spam and Policy Violations
Google has strict guidelines regarding reviews, and if any of your customer feedback violates these rules, they can be removed. Some of the common violations include the following:

- Fake Reviews: If Google detects that a review is fake, paid for, or incentivized, it will be removed.
- Conflicts of Interest: Reviews left by business owners, employees, or family members may be flagged and deleted.
- Offensive or Inappropriate Content: Any review containing hate speech, profanity, or threats will be taken down.
- Duplicate or Spam Reviews: If a review appears multiple times or seems spammy, Google may remove it.
2. Google’s Algorithm Updates
Google continuously updates its review filtering algorithm to maintain quality and authenticity. Sometimes, genuine reviews are mistakenly flagged and removed as part of these updates.
3. Technical Glitches
Occasionally, reviews disappear due to technical errors. Google has acknowledged that reviews sometimes get removed unintentionally due to software bugs.
4. Your Google Business Profile Is Incomplete or Suspended
If your Google Business Profile (GBP) has incorrect information, is inactive, or has been suspended, reviews may be hidden or deleted. Make sure your business details, such as name, address, and phone number (NAP), are accurate and up to date.
5. The Reviewer's Account Is Deleted
If a customer deletes their Google account, any reviews they left will also disappear. While this isn't something you can control, it's another common reason reviews may vanish.
6. New Business Listings or Profile Migrations
Some reviews may not transfer correctly if you've recently updated or migrated your business listing (for example, changing your address or merging multiple locations).
How to Recover Missing Google Reviews
If your reviews have disappeared, don't panic. Here are some steps to try and recover them:
1. Check Your Google Business Profile
- Log into your Google Business Profile Manager and verify that your listing is active and in good standing.
- Ensure all business details, such as your address, phone number, and category, are correct.
2. Contact Google Support
If you believe your reviews were removed by mistake, you can request a review from Google. Steps to report missing reviews:
- Go to Google Business Support
- Log in to your account and select your business listing.
- In the help section, type "Missing Google Reviews" and click "Next Step."
- Choose "Review Missing" and follow the instructions.
- If the automated responses don’t help, click "Contact Us" and submit a support ticket.
- Include details like:
- The number of missing reviews
- Approximate dates they were posted
- Customer names (if possible)
- Any other relevant details
After submitting your request, keep track of your case ID in case you need to follow up.
3. Ask Your Customer to Resubmit the Review
If you know which customers left reviews that disappeared, reach out to them and politely ask them to repost their feedback. If they still have the original review text, it should be easy for them to submit it again.
4. Monitor Your Profile for Further Issues
After taking these steps, keep an eye on your reviews to ensure more aren’t disappearing. If the issue persists, you may need to escalate your request with Google.
How to Prevent Future Review Losses
While there’s no foolproof way to stop Google from removing reviews, there are several best practices to minimize the risk.
1. Encourage Organic Reviews
- Avoid using incentives like discounts or giveaways in exchange for reviews - this violates Google’s policies.
- Instead, ask satisfied customers to leave reviews naturally. After completing a restoration project, follow up via email or text with a simple request like: "We really appreciate your feedback! If you have a moment, please leave us a review on Google to help others learn about our services."
2. Educate Customers on Google’s Review Policies
- Let customers know that their reviews should be genuine and specific to their experience.
- Encourage them to avoid including personal information, offensive language, or anything that could flag the review as inappropriate.
3. Respond to All Reviews (Even Negative Ones)
- Engaging with reviews signals to Google that your business is active and values customer feedback.
- For positive reviews, a simple "Thank you for your support!" goes a long way.
- For negative reviews, respond professionally and offer to resolve any issues.
4. Keep Your Google Business Profile Updated
- Ensure your business information is always accurate.
- Regularly log in to your Google Business Profile to check for updates or issues.
5. Save Screenshots of Reviews
- If you notice a positive review, take a screenshot in case it disappears. While you can’t restore a lost review directly, having proof may help if you need to follow up with Google support.
Why Reviews Matter for Restoration Businesses
As a restoration contractor, your reputation is everything. Whether you specialize in water damage restoration, roofing, mold removal, or fire damage repair, potential customers rely on online reviews to make decisions. Here’s why Google reviews are crucial for your business:
- Increased Visibility: More positive reviews help boost your local SEO ranking, making your business easier to find.
- Trust & Credibility: Customers are more likely to choose a restoration company with strong positive feedback.
- Competitive Edge: If your competitors have more reviews than you, they may attract more business. Keeping your reviews intact gives you an edge.
Final Thoughts
Losing Google reviews can be frustrating, but understanding why it happens and how to recover them will help you protect your online reputation. If your reviews have disappeared, don't panic - check your Google Business Profile, report missing reviews, and encourage customers to leave new ones if needed.
By following best practices like encouraging genuine reviews, responding to feedback, and keeping your business information accurate, you can reduce the chances of losing reviews in the future.
Maintaining a strong online presence is essential in the restoration industry. Keep track of your Google reviews, address any issues promptly, and continue providing excellent service to keep those positive reviews rolling in!
Need help managing your online reputation and attracting more leads? Contact Vinnie Mac Restoration Marketing today to strengthen your digital presence and keep your Google reviews working for you!
