Customer Left a 1-Star Review Based on Your Price (And Never Even Hired You)
How to respond to bad reviews from people who never used your service, platform removal requests, and the damage control strategy that protects your reputation.
Protect your reputation with Customer Review Management Playbook, Customer Posted Negative Photos, and How to Fire a Bad Customer.
Google alert: new 1-star review. "Quoted £850 for a boiler service. Absolute rip-off. Went with someone else for £180. Avoid."
You never did the work. Never even met this customer. They called for a quote, you gave one, they hung up. Now they've tanked your 4.8-star rating because they didn't like your price.
This guide shows you how to respond, get it removed (if possible), minimize damage, and prevent quote-shoppers from weaponizing reviews against you.
Why This Happens (The Psychology)
Customers leave price-based reviews for three reasons:
1. Sticker Shock + Emotional Reaction
They expected £200, you quoted £850. Instead of thinking "maybe there's a reason," they think "you're trying to scam me." Review is revenge.
2. Justifying Their Decision
They hired the £180 guy who did a terrible job. Instead of admitting they cheaped out, they retroactively justify it: "Good thing I didn't hire that expensive rip-off artist."
3. Weaponized Entitlement
"I'll show them. If they won't lower their price, I'll punish them publicly." Using review as leverage they didn't have during the quote.
Platform-Specific Rules on Review Removal
Each platform has different policies. Know the rules before you try to get it removed:
Google Reviews
Google's Policy
- • Removes reviews that violate content policy (spam, fake, offensive language, conflict of interest)
- • Does NOT remove reviews based on price opinions ("too expensive" is allowed)
- • Exception: If reviewer was never a customer, Google MAY remove if you can prove it
Your angle: Flag as "not based on genuine experience" and provide evidence they never hired you
Facebook Reviews
Facebook's Policy
- • More lenient than Google on removal
- • Will remove if: fake account, spam, harassment, or clearly fraudulent
- • Success rate: ~30% if you push hard and provide evidence
Trustpilot / Checkatrade
Checkatrade Policy
- • Requires verified customer relationship
- • Good news: They verify job happened before allowing review
- • Bad news: Once posted, hard to remove unless defamatory
Trustpilot: Similar—requires proof of transaction. Can challenge if no business relationship exists.
Your Public Response Template
Never ignore a negative review. Even if you can't remove it, your response matters MORE than the review itself. Future customers read your response to judge professionalism.
Response Formula (Always Follow This)
3-Part Response Structure
- 1. Acknowledge (but don't apologize for price): "Thank you for reaching out for a quote."
- 2. Clarify facts (politely): "While we provided a quote, you chose not to proceed with our services."
- 3. Redirect to value: "Our pricing reflects [certifications/insurance/experience]. We're happy to explain our quote breakdown to anyone considering our services."
Example Responses by Scenario
Scenario: "£850 quote was a rip-off"
"Thanks for your enquiry. Our £850 quote included a full system service, safety inspection, parts replacement, and 12-month warranty—not just a basic check. We're Gas Safe registered and fully insured. While you chose a different provider, we stand by our pricing and the quality service our customers receive. Best of luck with your chosen contractor."
Why it works: Explains what was included. Highlights credentials. Doesn't attack them. Shows confidence in pricing.
Scenario: "Quoted 3x what others charge"
"We provided a detailed quote based on your specific requirements. Our pricing reflects 15 years experience, full insurance, and guaranteed workmanship. We never competed on being the cheapest—we compete on quality and reliability. If price is your only consideration, we're not the right fit. For customers who value expertise and peace of mind, we're here to help."
Why it works: Doesn't apologize. Positions as premium. Signals they're not your target customer anyway.
Scenario: "They refused to negotiate"
"Our quotes are priced fairly based on the work required. We don't inflate prices to negotiate down—what we quote is what we charge. While discounting wasn't an option, we're transparent about our pricing and happy to explain the breakdown. We wish you well with your chosen contractor."
Why it works: Explains no-negotiation policy. Shows pricing integrity. Ends cordially.
Removal Tactics (Platform by Platform)
Google: The "Flag & Evidence" Method
- Step 1: Click three dots on review → Flag as inappropriate → Select "Conflict of interest" or "Off-topic"
- Step 2: Wait 24-48 hours for automated response (usually rejected)
- Step 3: Appeal via Google Business Profile support with evidence:
- • Screenshot showing they never booked
- • Your CRM showing quote-only interaction
- • Statement: "This person requested a quote but never became a customer. Review violates Google's policy requiring genuine customer experience."
Success Rate: 20-30%
Google's automated system usually rejects. Manual review MAY remove if your evidence is strong. Don't count on it—prepare to live with the review.
Facebook: The "Persistent Reporting" Method
- Step 1: Report review as "Spam or fake"
- Step 2: If rejected, report again as "Harassment or hate speech" (if language is aggressive)
- Step 3: Contact Facebook Business Support directly via Help Center with evidence
- Step 4: Ask existing customers to report the review as "not helpful" (Facebook weighs community feedback)
Damage Control: Minimizing Impact
If you can't remove it, you can bury it and mitigate damage:
1. Dilute With Positive Reviews
The Math: One 1-star review among 10 reviews = 3.9 average. One 1-star among 50 reviews = 4.7 average.
Action: Aggressively collect reviews from happy customers. Send review request link after every completed job. Goal: 5+ new reviews per month.
2. Position Your Response Above Review
- Length advantage: Detailed responses push the negative review lower visually
- Keyword stuffing (subtle): Include search terms in response ("Gas Safe certified boiler service with 12-month warranty")
- Call to action: End response with "Call us to discuss your specific needs—[phone number]"
3. Create Review Landing Page
Strategy: Build a "Reviews" page on your website featuring 20+ positive reviews with photos
Benefit: When customers Google "[Your Company] reviews," your curated page ranks alongside Google/Facebook. Controls narrative.
Prevention System: Stop Price Reviews Before They Happen
1. Quote Transparency (Upfront)
During Quote Conversation
"Just so you know, our pricing reflects our Gas Safe certification, £10M public liability insurance, and 15 years experience. We're not the cheapest—we're the most reliable. If you're comparing quotes based only on price, we're probably not the right fit. Does that make sense?"
Effect: Filters out price-shoppers BEFORE you quote. They self-select out instead of getting sticker shock later.
2. Quote Follow-Up Script
24 Hours After Quote (If No Response)
"Hi [name], just following up on the £850 quote. I know it might seem high compared to others. Happy to break down exactly what's included and why we price this way. If you have questions, call me. If you've decided to go elsewhere, no hard feelings—hope it works out well for you."
Why it works: Gives them an out. Reduces anger. Prevents "I'll show them" revenge reviews.
3. Pre-Qualify Price Expectations
- Ask early: "What's your budget for this work?"
- If way off: "Full transparency—this type of job typically runs £800-1,000. If your budget is £200, I'm not the right person. I can recommend [cheaper competitor]."
- Result: They don't waste your time. You don't get 1-star review for being "too expensive."
The Bottom Line
Price-based reviews from non-customers are infuriating and mostly impossible to remove. Google and Facebook protect opinion, even when it's from someone who never hired you.
Your response matters more than the review. Be professional, explain your value, and never apologize for your pricing. Future customers reading the exchange will see confidence and expertise, not defensiveness.
Long-term fix: collect 50+ positive reviews so one angry quote-shopper can't tank your rating. And pre-qualify price expectations so cheap customers self-select out before they weaponize reviews against you.
Handle customer issues inside Toolfy
- •Track every conversation, photo, and task on the job timeline
- •Trigger “proof of progress” updates so customers don’t panic mid-project
- •Escalate disputes with deposits, before/after photos, and signed notes
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