---
title: Google Review Management — Scope & Responsibilities
type: article
created: '2026-04-05'
updated: '2026-04-05'
source_docs:
- raw/2026-01-07-adava-care-marketing-call-112401727.md
tags:
- google-reviews
- scope
- local-seo
- adava-care
- reputation-management
layer: 2
client_source: null
industry_context: null
transferable: true
---

# Google Review Management — Scope & Responsibilities

## Overview

During the January 2026 scope realignment call with Adava Care, the team clarified responsibilities around Google review management. This had become a point of ambiguity as negative reviews accumulated and it was unclear who was responsible for responding, disputing, and monitoring new reviews.

The original contract scoped Asymmetric's role as *consulting on how to earn more reviews and maximize them for SEO* — not active review response or appeal management. The call formalized a clearer division of labor.

---

## Defined Responsibilities

### Adava Care Owns
- **Responding to all reviews** — both positive and negative. Crafting public responses is considered a client-side responsibility because it requires knowledge of residents, staff, and operational context.
- **Initiating appeals/disputes** — Adava Care has the standing and access to dispute reviews directly through Google Business Profile.

### Asymmetric Supports
- **Dispute assistance** — Asymmetric will go in and dispute reviews when they are spotted, even though primary ownership sits with Adava Care.
- **Review notifications** — Asymmetric will configure Google Business Profile so that Adava Care receives email notifications whenever a new review is posted. (As of the call, notifications were not reliably reaching the Adava Care team.)
- **Monitoring** — Asymmetric will flag negative reviews as they are seen, but will not be the primary monitor.

---

## Key Decisions from the January 2026 Call

- **Notification gap identified:** Neither Kurosh nor Kari were consistently receiving new review alerts. Asymmetric committed to fixing this as an immediate action item.
- **St. Francis 2 review removed:** One disputed negative review ("gee, sure looks like employees are giving reviews... this company needs either a new owner or new staff") was successfully removed. Other disputes remained pending.
- **Glendale QR code non-functional:** The QR code used to solicit reviews at the Glendale community was not working. Asymmetric took ownership of diagnosing and fixing it.
- **Google's process is a black box:** Success rate on disputes is roughly 50/50. Google does not always notify when a review is removed, though in some cases an email confirmation is sent.

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## Practical Notes on the Dispute Process

- Anyone with access to Google Business Profile can flag a review for dispute.
- Google does not guarantee removal even for clearly inauthentic reviews (e.g., reviews from people with no apparent connection to the business).
- If an initial dispute is ignored, re-disputing with different framing may improve chances.
- When a review *is* removed, Google typically sends an email notification to the profile owner.

---

## Why This Matters for SEO

Google reviews directly affect local pack rankings and conversion rates for assisted living searches. Negative reviews that go unaddressed — or uncontested — can suppress rankings and deter prospective residents and families. Prompt responses (even to negative reviews) signal an active, engaged business to both Google and searchers.

---

## Related

- [[clients/adava-care/_index]]
- [[knowledge/local-seo/google-business-profile-optimization]]
- [[meetings/2026-01-07-adava-care-scope-realignment]]