Copy-paste replies

Google Review Response Examples

A good reply to a Google review is three or four sentences: thanks, one detail from the job, and for a bad review, a way to sort it out offline. Below are replies for every case a contractor runs into, ready to copy.

Swap out the brackets and read it once before you post. The same reply pasted under ten reviews is easy to spot.

Updated October 2, 2026

How to reply to a Google review

Open your reviews
From your Business Profile, select “Read reviews”, then “Reply” next to the review (Google’s help). Your business has to be verified first.
Make it personal
The customer’s name, one detail from the job, your name to sign off. Google recommends exactly that in its reply tips.
Keep it short and factual
No sales pitch, no arguing. Own a mistake if you made one, but don’t take the blame for things outside your control.
Take the problem offline
For a bad review, give a phone number or email. Never put the customer’s private details in a public reply.

Google checks every reply before it goes live, usually within about 10 minutes. The customer gets notified and can update their review if they want to. Never offer anything in return for changing it: that breaks Google’s policy.

5-star reviews

5 stars · warm

Thanks so much, [Name]! Glad the [new water heater] is keeping up. Give us a call when it’s time for the annual flush. – [Your name]

5 stars · short

Thank you, [Name]! It was a pleasure working on your [panel upgrade]. – [Your name]

4-star and 3-star reviews

4 stars

Thanks for the review, [Name]. If anything could have gone better, I’d really like to hear it. Just reply here or call me at [phone]. – [Your name]

3 stars

Thanks for taking the time, [Name]. You mentioned [the wait for the part]. You’re right, I should have kept you posted. If anything’s still open, call me at [phone]. – [Your name]

Negative, unfair or fake reviews

Negative

Hi [Name], I’m sorry [the leak came back]. That’s not the result you paid for. I’ll call you this week to come back out and take a look. – [Your name], [phone]

Price dispute

Hi [Name], thanks for the feedback. The [diagnostic fee] was on the estimate you signed, but I hear you that it wasn’t clear enough up front, and I’ll explain it better. Happy to go over the invoice at [phone]. – [Your name]

Unfair or looks fake

Hi, we can’t find this job in our records and the description doesn’t match our work. If you’re a customer, please call us at [phone]. We want to understand what happened and make it right. – [Your name]

When a review looks fake, reply calmly and stick to facts, then report it: see how to report fake Google reviews. Don’t accuse the reviewer of lying unless you know it’s true: the FTC’s review rule bars false public accusations used to get a review taken down (FTC Q&A).

No-text reviews and customers you don’t recognize

Rating, no text

Thanks for the rating, [Name]. If you’d like to tell us more about the job, I’m at [phone]. – [Your name]

Customer you don’t recognize

Thanks for the review. I can’t find your name in our recent jobs. Could you call me at [phone] so I can look into it? – [Your name]

Booked under someone else’s name

Thanks, [Name]! If the job was booked under another name, let us know at [phone] so we can match it up. – [Your name]

Frequently asked questions

Should I reply to every review?

Google suggests replying where you have something useful to add instead of posting the same “thank you” everywhere (Google’s tips). At a minimum, reply to every negative review.

Can I edit or delete my reply?

Yes. In your reviews, select “Edit” under the reply, or “Delete” (Google’s help).

Can I get a bad review deleted?

Only if it breaks Google’s policies, through Google’s reporting flow. See remove a Google review.

Can I ask the customer to change their review?

You can contact them to fix the problem; the FTC says its rule doesn’t stop that (FTC Q&A). Don’t offer anything in exchange: Google prohibits incentives for changing or removing a review.