From September 10 to September 30, Roadside Towing & Recovery Inc picked up 98 new Google reviews, about 4.67 a day. From October 1 to October 22, we picked up 44, or 2.00 a day. That is a 57 percent drop in daily pace in a few weeks, and it happened while customers kept telling us they had left a review that never showed up. This post lays out what the numbers show, how they compare with the rest of the Columbus towing market, and what Google has told us so far.
Where the numbers come from
We track new Google reviews across 75 towing companies within 25 miles of central Columbus, using snapshots from a review-monitoring system. The counts below are reviews that system recorded as newly received in each window. They are our own monitoring data, not records from inside Google, so treat them as a careful outside view rather than an official tally.
| Measure | Sep 10–30 (21 days) | Oct 1–22 (22 days) |
|---|---|---|
| Roadside new reviews | 98 | 44 |
| Roadside reviews per day | 4.67 | 2.00 |
| Roadside 5-star reviews | 95 | 43 |
| Roadside share of all new market reviews | 35.9% | 19.6% |
| Whole market, reviews per day (75 companies) | 13.00 | 10.23 |
| Next most-reviewed competitor, per day | 2.95 | 2.91 |
How that compares with the market
Fewer reviews came in across Columbus towing in October; the whole market slowed by about 21 percent a day. Our pace fell by 57 percent, close to three times as much. The next most-reviewed towing company in the area barely moved, going from 2.95 a day to 2.91. In September we accounted for more than a third of every new towing review posted in the area. In October that share fell to about a fifth.
The quality of the reviews did not change. Ninety-five of the 98 September reviews were five stars, and 43 of the 44 in October were. What changed is how many reached the public page.
What we found when we checked by hand
We send a review request after each completed job. For customers served from September 28 through October 10, we compared every request against the reviews actually visible on our Google profile. Our request system had recorded seven of those customers as having posted a review, and none of the seven appear publicly. Dozens more opened the review link and have no visible review. Opening a link does not prove someone finished a review, so we do not count those as lost. The seven recorded posts are the clearest sign that real reviews are not making it through.
What Google has told us
We opened a case with Google Business Profile support. On October 22 Google answered that the reviews in question could not be reinstated because they violated its content guidelines, listing broad categories such as spam, advertising, inappropriate content and off-topic reviews. It did not say which reviews, how many, or which rule each one broke. Google says it screens reviews for policy compliance and that screening can take days; its prohibited and restricted content policy spells out what gets removed.
We are not claiming Google is targeting us or capping us at a set number a day. The data does not prove that, and there are other possible explanations, such as a change in how many requests went out or how customers responded. What the data does show is a drop far sharper than the market's, on a profile whose reviews are overwhelmingly five-star, from customers we can match to real jobs. We have asked for a deeper account-level review and will update this post when we hear back.
How we ask for reviews
Google's rules are clear, and we follow them. We never offer a discount, free service or anything else for a review, and Google treats any incentive as grounds for removal. We ask every customer, not only the happy ones. We never ask anyone to write specific words, and we do not hand customers a phone at the truck to post while the driver waits. A review is always a request, never a condition of a tow, a roadside assistance call or any offer.
If you left us a review that disappeared
- Look for it on our Google profile while signed out, or from another phone. If you see it only while signed in to your own account, it may still be held for screening.
- Give it a few days. Google says checks can delay a review before it appears.
- If it has been more than a week and it still is not public, you are welcome to tell us. We will not ask you to change your words, and we will never offer anything for a review.
You can also read what customers said after their jobs on our reviews page, which collects feedback directly and shows it next to our Google profile. It also lists every review, low ratings included.
Frequently asked questions
Why would Google hold back or remove a real customer's review?
Google screens reviews for policy compliance before and after they post, and that screening can take a few days. Reviews can be removed for reasons such as spam, advertising, off-topic content or a conflict of interest, and Google does not tell the business which reviews were affected or why.
How do I know if my review of Roadside Towing posted?
Search for Roadside Towing & Recovery Inc on Google or Google Maps while signed out, or from another phone, and look for your review under the newest reviews. If you can see it only while signed in to your own account, it may still be held for screening.
Do you offer anything in exchange for a review?
No. Google prohibits incentives for reviews, so we never offer discounts, free service or anything else for one, and we never ask only happy customers. A review is always a request, never a condition of any service or offer.
Where can I read your other customer reviews?
Our reviews page shows feedback collected from customers after each job, alongside our Google profile, so you can see recent comments even when Google is slow to publish them.
Need a tow or a jump right now? Call (740) 812-9489 or send your location from the SOS request page. Our 24/7 emergency towing covers Columbus and the surrounding communities, and the full rate card is published.