PHOENIX (AZFamily) — The owner of a Phoenix air conditioning company says summer is usually his busiest time but that’s not necessarily the case this year because of Google.
Chris Anderson owns Alien Air Conditioning in Phoenix, and one thing he’s learned over his years on the job is that Google is a huge driver of new business.
“Anybody that has their cellphone at home and their A/C breaks, they’re gonna go right to their phone,” he said, “and, ‘Hey, Google, what’s the closest AC repair company to me?’ And pull us up. You know, we just get hundreds of calls every day from new customers.”
Anderson’s Google business profile showed his central Phoenix location and a long list of five-star reviews. And then, it all disappeared.
“April 3, I just get a random email saying your Google profile has been suspended,” he said.
Google would only tell him that there was a policy violation on his profile page, which had been online for 15 years. But they wouldn’t say what it was. And this happened at the peak of our summer heat.
“This is the worst time this could have happened,” he said. “This is when (air conditioning systems) are breaking down right now and we’re not there. So definitely hurting business.”
Anderson’s appeals to Google were denied. He even hired a professional who specializes in this kind of problem. Still, his business profile remained offline, leaving his nine service techs waiting for calls.
“I’ve already gone through all the emotions,” he said. “I’m in acceptance now. It’s been painful. A lot of sleepless nights.” Fed up, Anderson reached out to On Your Side.
We contacted Google numerous times but never heard back. On Your Side told Google the story was going to air regardless and what do you know? Alien Air’s business profile was back online within hours.
“This is a very happy moment in my life,” he said. “I am so relieved right now. It’s like a ton of bricks came off.”
Anderson’s business info is back, along with more than 200 reviews collected over 15 years. For Anderson, it’s a giant relief and he says he actually had a dream that On Your Side could help.
“Wasn’t going to act on it,” he said. “I’m like, are you crazy? So I got up. I jumped on the email, found your email, emailed, told you my story, and it’s such a surreal moment that you came, rescued me. Helped me. And now we’re here right now celebrating that I am back on Google.”
Anderson still doesn’t know why his profile was suspended.
One of the most common reasons is a discrepancy over the business address but he’s had the same address for 15 years, and it’s still on the profile.
Anderson estimates his business lost as much as $200,000 dollars from the profile’s disappearance. He says he’s just thankful it’s back and things can get back to normal.
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