Reviews not pulling through to Google My Business page

[Ad-Rank]

OK, a local SEO question!

We are working with a plumbing company. A search for  (Google UK) shows the knowledge panel with 20+ reviews. This is good!

However, if you search for "plumbers norwich" and look at the map, thecompany is on the third page and has no reviews. I've logged into Google My Business, and it says the profile is not up to date and only 70% complete with no reviews. This is odd, as there was a fully complete profile recently.

Any ideas on how best to reconcile the two?

Thanks!

[Ad-Rank]

You are a star, thank you!

[Search-Factory]

Hey there!

I can see from your scenario and by checking out the listings that there are two (or more) separate Google My Business accounts for this business.

The one that is listing for the branded search is the following:

Page: https://plus.google.com/105936881307563709967/about
Address: Unit 7, Capitol House, 4-6 Heigham Street, Norwich NR2 4TE, United Kingdom

The second page that you are seeing for the search ""plumbers norwich" is not the same page. You can tell by the difference in address (note the absence of the word "Unit"): Page: (can't find link) Address: 7, Capitol House, 4-6 Heigham St, Norwich NR2 4TE, United Kingdom

This page is not claimable - meaning that it has been verified and sitting in someone's Google account. If you have ownership of both pages all you need to do is head to https://support.google.com/business/ - choose "Contact Us" in the top right. Then "Business information/edits" -> "Mark business closed permanently or temporarily" & then select the call, chat or e-mail option.

Once you get on to a representative, give them the links to both of the listings and ask them to merge the two listings. They may ask you to delete one of the pages (obviously you'd delete the page with "no reviews") before they will be able to set up the redirect. From then this page should no longer appear in search and the result will be that your page with the reviews will hopefully rank instead.

If you don't have ownership of the page you'll need to track down who has it and get access. If you can't get access to the listing you might be out of luck as GMB support are very hesitant to remove verified pages by the demand of 3rd party agencies (i'm assuming you're not the business owner).

Hope that helps!