About HomeStarsWhere did that review go?
People sometimes ask us, “I noticed that a review has disappeared – what happened?”. I’d like to shed light on the topic so viewers are not wondering if HomeStars is caving in to the tempers of companies, that are fearful one bad review will ruin them.
All reviews – good or bad, stay up. But here are some circumstances that come up and what can happen;
1. Wrong company: it’s discovered that a review was incorrectly posted on a company and it’s moved to the right one.
2. The company doesn’t recognize the work done. HomeStars editorial team will send out a message to the reviewer asking for them to confirm who they hired. Many respond, but if they don’t get back to us, the review will stay down until we hear back from the reviewer.
Obviously companies that cry the blues time and time again about bad reviews don’t get the same treatment. We then start to take good and bad reviews down to investigate.
Good companies know how to respond to bad reviews and will get more business because they show a level of engagement over and above average companies.
If a member wants to remove the review, we ask them to write an addendum instead - there’s an edit mode in their dash. An unhappy customer that turns into a happy one is great to hear about. Here’s a great example. The converse is true too, where a homeowner has found some flaws a few weeks later after their dream reno, and the company won’t come back to fix it.
What do you think?
Posted by NancyP