how to handle unfair bad yelp or google reviews

Question

I received a bad review from a former tenant after I charged them for kicking in the front door. They claimed I communicated poorly and said I took too long and screwed them out of their security deposit. Those claims are all 100% false. They had my cell phone number and could text for a very fast response, plus I got a website maintenance portal they can also use so our list never gets lost, we are very on top of our game.

I sent the itemized deposit statement 11 days after the lease ended. Keep in mind, I had to fix a door jamb, sheetrock too, hire painters and did it in under 11 days.  I was also very generous in charging only $500 for cleaning and repairs to the unit. This is in Texas

When traveling through Italy, I read reviews on where I wanted to stay, and when a jerk picked on a well performing small landlord/host there, the Italians would reply with that jerks full name and give details as to problems that the tenant presented. I thought the host did well to give a clear context to the review so I could make a better decision. Can we do that? .. we allow

In the USA we allow anonymous detractors be anonymous when they defame and slander with lies. But the victim landlord (or realtor) has to maintain their jerks  privacy??! Can we instead be like the Italians and call them out for what they are?

Chris Seveney · Answer

I would not do that. I would just reply back with the facts and maybe throw in a picture of the kicked-in door. You might also be able to appeal it to Google or Yelp, but try and stay away from being nasty.

Travis Timmons · Answer

Remember that you are not replying to that tenant. You are replying to all future applicants/prospective tenants. Do not get dragged into the mud.

And/or just get off of yelp or google. I manage a handful of properties (one of which is in Houston metro) and have never had problems filling the units without the help of google or yelp.

Drew Sygit · Answer

Yelp may not allow a response unless you pay them:(

If the Google review violates their policies, you may be able to get it removed.

Otherwise, respond professionally with facts & dates, and end with an open-ended question asking what else were they expecting?

Jimmy Lieu · Answer

I’d be very careful about publicly identifying a former tenant or sharing personal details, even if you feel the review is completely unfair. The review may be frustrating, but responding with names, accusations, or details about their tenancy could create legal headaches that cost far more than the review itself. In my experience, the best response is a calm, professional one that sticks to facts. Something along the lines of, "We strive to communicate promptly and follow all applicable security deposit laws. An itemized statement was provided within the required timeframe, and charges reflected documented damages and cleaning costs." Future tenants and customers are usually pretty good at spotting the difference between an emotional review and a measured response. Ironically, a professional reply often does more to build your credibility than trying to win the argument. If you have documentation showing the damage, photos, invoices, and records of communication, I'd keep those organized in case they're ever needed, but I wouldn't get into a public back-and-forth or reveal the tenant's identity. Often the best long-term move is to let your track record speak for itself.

Kyle Mccaw · Answer

Charley,

As a landlord and property manager, I've dealt with this many times.

First, don't let one bad review consume you. Most reasonable people look at the overall pattern of reviews, not a single angry tenant. In fact, a business with hundreds of positive reviews and an occasional negative one often looks more credible than a business with a perfect score.

As for responding, I'd be very careful about sharing specific details about a former tenant. Even if what you're saying is true, there can be privacy concerns and legal risks. I prefer a professional response that simply states the facts and demonstrates that I acted according to the lease and applicable laws.

Personally, I've never found Yelp to be particularly influential in the property management industry here in Texas. I use it when looking for restaurants, but most owners looking for a property manager are paying much more attention to Google reviews, referrals, and reputation within the local real estate community.

One thing that does work is making a deliberate effort to collect more positive reviews. Most happy customers never think to leave a review unless they're asked. A steady flow of authentic positive reviews will do far more to offset an occasional unfair review than arguing with a disgruntled former tenant online.

Keep responding professionally, keep documenting everything, and keep building your review base. Over time, one unfair review gets buried under the weight of a strong reputation.

Richard F. · Answer

I learned long ago that Tenants are just like any other "customers". A boss of mine when I was bussing tables over 40 years ago told me, "If one of our customers really enjoys their meal, they will tell a friend! But, if one of our customers has a bad meal experience, they will tell ALL of their friends, and anyone else that will listen!"

David Peschio · Answer

Make sure to take offline - respond professionally but do not invite a back and forth discussion.  If something is ongoing invite them to reach out to you.

Henry Lazerow · Answer

You should have enough positive reviews to distract from one negative, same you would if you were an airbnb host, business, etc. It is not a big deal every business has it happen once in while, clients are smart enough to look at your overall reviews not just 1 bad review. You can also report for terms of service violation. I once had a tenant give bad review and reported it as they were not even a client and eventually it disappeared but I do not think any clients really cared that there was 1 bad review up for a while lol.

Ryan Spath · Answer

Respond to the negative review in a courteous and professional manner, Be straight forward and explain the situation as you did here. Sometimes this can help as much as a 5 star review, yes it will lower your ranking but I personally filter the reviews when considering a new business and will read the lower reviews and how the business owner responded to them.

Charley C. · Answer

I just think it should not be an infraction for me to identify them equal to how they identified me. My opinion is: Yelp exploits and coerce business owners. They use defamation by deranged confused people that anonymously publish lies. What I am saying, If one party is anonymous, then both parties should be have the same anonymous privileges. That’s what should be the law, but is it?

And thank yall for the input. BTW I used chatgbt to sound polite and professional. I was able to set the record straight about how long we took.

The reviewer/defamers never mentioned the kicked in door of course, so I was advised to not say anything about it unless they bring it up (chatgbt is now my new affordable lawyer too)

how to handle unfair bad yelp or google reviews

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