Reviews from people who were never customers

A review must reflect an actual customer experience with the business — not a phone interaction, a quote request, a drive-by, or something the reviewer heard second-hand.

What Google says

“Reviews are most valuable when they are honest and unbiased. Don't post reviews based on someone else's experience, or that aren't related to the specific place you're reviewing.”

See Google's full content policy hub

Qualifies for removal

→Reviewer never used the service, only called and complained about phone wait time
→Reviewer reviews a restaurant for parking issues at a different store nearby
→Reviewer rants about pricing they saw on a website but never visited

Does NOT qualify

→Customer who actually used the service complaining about quality (this is a real opinion)
→Customer who waited too long during an appointment (real visit, real complaint)

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The other policy categories

Harassment and hate speech Conflict of interest Advertising or promoting competitors Off-topic content Personal information in a review Impersonation and misrepresented identity Factually false claims Restricted and illegal content

Full breakdown: Google review policy violations explained · remove fake Google reviews · straight answers · by industry