Customer leaving false reviews about me online. It is harming my business.

Hello *****, and thank you for your question! My name is Dolan, and I’d be happy to help with this. I carefully review each question and provide responses based on my years of hands-on experience as a lawyer.

Defamation, especially when it affects your business reputation, is a serious matter. Here are the steps you can take to address false reviews:

1. Document Everything: Take screenshots of the reviews, including timestamps, usernames, and any responses you’ve posted.
2. Respond Professionally: If you haven’t already, respond to the reviews calmly and factually. Avoid engaging emotionally, as this can escalate the situation.
3. Report to Platforms: Most review sites have policies against false reviews. Report the reviews and provide evidence that they are false.
4. Send a Cease-and-Desist Letter: A formal letter from an attorney can often stop the behavior without further legal action.

Could you share more details about the reviews, such as the specific claims made and the platforms where they’re posted? This will help me tailor my advice.

Thank you for the details. False claims like these, if provable, could be considered defamation under the law. Here’s how to proceed:

1. Proving Falsity: Gather any records (receipts, contracts, photos) showing the allegations are false. For instance, do you have proof of the agreed-upon price or documentation showing there was no damage?
2. Platform Policies: Both Google and Yelp allow businesses to dispute reviews. Provide them with the evidence you’ve gathered, and ask for the removal of the false reviews.
3. Cease-and-Desist Letter: Sending a legal letter to the customer can often deter further action. It should state:
- The false nature of their claims.
- The harm caused to your business.
- A demand to stop posting and remove the existing reviews.

Would you like help drafting the cease-and-desist letter, or do you want to start by reporting the reviews?

Drafting a cease-and-desist letter would cost $***. The letter will be written on legal letterhead and include:

1. A summary of the false claims and why they’re untrue.
2. A demand for the customer to stop posting defamatory reviews and to remove the existing ones.
3. A warning about potential legal action if they continue.

If the customer ignores the letter, the next step would be to file a defamation lawsuit. Do you think they’d respond to a formal letter, or are they likely to escalate?

I also have a listing on the ContractsCounsel website for a pre-drafted C&D letter for business defamation.

You can find it here: https://www.contractscounsel.com/d/contract-template/293/template-business-defamation-cease-and-desist

If you want to buy that (much cheaper than hiring me to draft from scratch), I am happy to quickly review it when you're done filling it out for $***.

A defamation lawsuit can be more expensive and time-consuming than a cease-and-desist letter. Here’s an overview:

1. Cost: Filing fees and attorney costs vary, but legal fees for a straightforward defamation case typically start at $3,000–$5,000.
2. Outcome: If successful, you could recover damages for lost income, harm to your reputation, and legal fees.
3. Duration: Cases like these can take months or even over a year to resolve, depending on the court’s schedule and whether the other party fights the claims.

A lawsuit should generally be a last resort. I recommend starting with the cease-and-desist letter to gauge their response. If they continue posting false reviews, we can discuss escalating to legal action.

Does that sound like a reasonable approach?

Sounds good - I should be able to review it pretty quickly. If you want me to send it, I would be happy to do that.

To help my review, could you send me:
1. Links to the specific reviews.
2. Any supporting documentation, like receipts or communications with the customer, that prove the claims are false.

Once I have those, I can review the template you fill out.

If they continue posting false reviews or refuse to remove the existing ones, you have the option to escalate by:

1. Filing a Defamation Lawsuit: You’ll need to prove:
- The statements are false.
- They caused harm to your business.
- The customer acted with negligence or malice.
2. Seeking an Injunction: A court order can require them to stop posting defamatory content and remove the existing reviews.
3. Notifying the Platforms: If legal action is underway, Google and Yelp are more likely to remove the reviews when presented with a court order.

For now, let’s see how they respond to the letter. If needed, I can guide you through the lawsuit process.

Hi *****, I’ve completed the review of your cease-and-desist letter. It’s firm but professional, clearly outlining the false claims and the demand for immediate removal of the reviews.

[FILE UPLOAD]

I’ve uploaded the letter with a couple considerations to the secure portal for your review. Let me know if you’d like any edits before sending it to the customer.

Great. Be sure to send it via certified mail or email with a read receipt so you have proof of delivery.

If the customer doesn’t respond or continues posting false reviews, let me know, and we can discuss the next steps, including filing a lawsuit.

If you found my advice helpful, I’d appreciate it if you left a review. It helps other small business owners find the support they need.

Best of luck resolving this!

Thank you, and feel free to reach out if you have more questions or need further assistance. Take care!