The ex-employee had been the primary manager of the clinic's GBP. Upon leaving, they refused to hand over admin access. This case study details a highly complex Ownership Conflict and attempted Review Theft.
For a healthcare provider, Google Reviews are the primary driver for new patient acquisitions. Dealing with Google Support in a crisis requires evidence, not emotion. Our primary objective was to retain the reviews within the profile itself while claiming ownership access.
A former employee started a rival practice and refused to hand over admin access to the clinic's GBP.
The ex-employee requested a Profile Merge to "steal" all 5-star reviews into their new practice.
Immediate "Ownership Request" filed and deceptive practice flagging to freeze the automated transfer.
Escalated to advanced support with a legal dossier including GST certificates and Dental Council registrations across 13 emails.
Provided GPS proof, geo-tagged photos, key access demonstrations, and completed 3 live calls for verification.
A successful recovery preserving years of patient trust and reputation.
Primary ownership transferred back via manual executive override.
Malicious merge permanently canceled. 5-star reputation remains completely intact.
Rogue manager removed; strict access tiers implemented for future security.
We tune the 20+ variables Google uses to determine local rankings.
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