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I'm the CEO of Panx Project a digital solutions firm in Giza, Egypt. Our agency was hired by EIM Group (sole an exclusive franchise owner of Renault in Egypt) in April 2022 to handle the issue of their brand misrepresentation on Google search and maps.
As of now It's been 2 years where both EIM and Renault brands are being misrepresented intentionally, with Google's knowledge. We have evidence of multiple instance were Google breached it's own terms of service & guidelines agreements that were signed by both our agency and client.
During our agency's course of interaction with Google support, we have provided commercial registry, tax card, legal documents, location pictures, etc. multiple times to claim profiles and update the inaccurate information but with no use. We've been requested to do take certain on actions by Google on the company profiles that resulted in us losing verification to these profiles which stops us from being able to update with accurate information regarding the brands.
Whenever we(Agency or Client) update accurate brand information on a claimed0 verified business profiles, Google removes and replaces it with a wrong information. They've randomly deleted verified brand profiles and provided no explanation but to recreate it.
EIM Group has more than 20 branches across Egypt for their Renault franchise, with only 6 of them having accurate information. Google is refusing to let EIM Group update actual brand information such as working hours, website & address which is negatively effecting EIM & Renault's brand in Egypt. As our client's clients are being mislead by the inaccurate defamatory information on Google.
Keep in mind both websites of EIM Group and Renault state the accurate information that we keep updating the profiles with. Google refuses to update or verify EIM Group profiles which would give the brand a chance to fix the misrepresentation.
Our agency have opened over a 100 cases with Google, to work out a solution but with no use. All cases are eventually closed with no resolution or explanation provided. We have many email screenshots of the communication that took place, showing Google's knowledge of the inaccurate info, breaching their agreement multiple times, refusing to allow the brand to update accurate information after verifying their legitimacy and our agency affiliation with the client.
Our client is suffering psychologically and financially as result of the 2 year long battle with Google support to have accurate representation on Google maps and search. Our client has received many negative calls, emails and reviews due to Google's actions.
Ultimately the two brands' image are negatively impacted each day that passes, with no sign of Google's intention to resolve this issue.
A few examples of Google breaching it's own agreement with end-users:
- Google stated we're eligible for bulk verification 6 months ago but never doing it
- Google requested us(Agency) to remove the client (removing client and making ourselves primary owner going against their third-party guidelines)
- We were also asked to remove neighborhood from profile names, as they even though the guidelines stated neighborhoods, could be included in the name and an example is provided on their site.
- After we were forced to rename, all the renamed profiles got suspended and de-verified. Then Google reverted it back to the names that they've requested us to change.
User's recommendation: Don't contact support as they won't resolve your issue.
Monetary Loss: $999999.
Preferred solution: Deliver product or service ordered.
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