We know reviews can make a real difference to your business, and we take that seriously. Here's how our removal policy works across the different review types, and what we recommend if you receive one you're not happy with.
✅ Verified Builderscrack Reviews
These reviews are tied directly to jobs on our platform, which means we have the context to act if something isn't right. We can remove this type of review under one of the following circumstances:
- The homeowner asks us to remove or amend it.
- The review contains discriminatory or abusive language.
- You didn't actually carry out the work being reviewed.
- The review contains major inaccuracies that can be proven with supporting documentation.
As a first step, we always recommend contacting the homeowner to discuss any issues raised and iron out any potential misunderstandings. If you've done all you can and still feel the review is not accurate, then you can contact the Support Team for help (support@builderscrack.co.nz).
What counts as evidence to prove the review is not accurate?
Depending on what it is you need to prove/disprove, there are a few acceptable types of supporting documentation, for example:
- Copies of invoices and quotes (if the dispute is around the amount charged or agreed)
- A copy of the quote showing an itemised breakdown and records of acceptance (if the dispute is around details of inclusions/exclusions before work started)
- Screenshots of communications via email or text message outside of our platform (if the dispute is around professionalism or how well any changes were communicated)
🌏 Open Reviews
Open reviews come from outside our verified job process, so our ability to investigate disputes is more limited. We can remove this type of review if:
- The homeowner asks us to remove or amend it, or
- The review contains discriminatory or abusive language, or
- No job took place between you and the reviewer (the homeowner will be asked to provide documentation confirming that you were hired and work was carried out).
If a job is confirmed but you still feel the review is inaccurate, we are limited in our ability to further assess the accuracy of the review because we simply don't have visibility of what happened outside our platform, and this is an accepted risk of having the feature enabled.
You can submit any supporting documentation to challenge review comments by sending it to support@builderscrack.co.nz, and our team will take it into account for potential removal.
Never heard of Open Reviews before receiving one? We get it - it's on by default, and not everyone reads the small print. If it's your first one, our support team will take that into consideration.
Opt out any time
You can disable Open Reviews at any time in your settings to stop receiving new ones. This won't remove reviews you've already received, as these remain as a public record on your profile.
➡️ Google Reviews
When you link your Google Business account to your Builderscrack profile, you're bringing in reviews from outside our platform - ones we have no hand in verifying or moderating.
If a Google review is causing you a headache, you have two options:
- Report it directly to Google for removal from your Business listing, or,
- Disconnect your Google reviews from your Builderscrack profile. Just know that disconnecting removes all of your Google reviews from your BC profile, not just the one you're unhappy with.
Read more here: How do I disconnect my Google reviews?
What if none of the removal criteria applies?
Sometimes a review doesn't meet the criteria for removal, and we understand that's frustrating. You still have some control over how this will reflect on your business, determined by how you choose to handle it from here.
Reaching out to the homeowner directly to ask them to reconsider is always worth trying first. Failing that, a well-crafted public response can go a long way. Other homeowners will see how you handle it, so it's a chance to show your professionalism even in a tricky situation.
A few things to keep in mind when responding:
- Stay concise, fair, and measured - don't write in the heat of the moment.
- Think about how it reads to someone who doesn't know the full story.
- You have a 7-day window while the review is pending before it goes public, so use that time wisely.
