When Google Sends Your Patients to the Wrong Place: The High-Stakes Chaos of an Unclaimed or Mislabeled Google Business Profile

“People are showing up to the wrong building for surgeries,” she wrote. “We don’t have access to our listing, and we’ve already requested it. Is there anything you can do? This is urgent.”

The Quiet Crisis of Google's Autopilot: When the Map Is Wrong, the Real-World Suffers

If you’ve ever had a client or run a business yourself, you know the importance of a Google Business Profile (GBP). It’s not just a digital calling card — it’s a lifeline to foot traffic, phone calls, website visits, and reputation.

But when that profile is wrong, merged with another entity, or auto-generated with outdated or incorrect information, chaos unfolds — often silently at first, until patients, customers, or vendors start showing up at the wrong door.

In this real-life case, a reputable clinic was mistakenly merged with a nearby hospital’s data footprint. Google’s bots — well-meaning, but fallible — had assumed the businesses were the same or closely affiliated. The result? Patients scheduled for procedures were being navigated to a totally different building. The kind of building where showing up unannounced could be dangerous, inappropriate, or worse.

And like many small businesses or medical practices, this client had never formally claimed their Google Business Profile. Google had auto-generated the listing using public records, third-party sources, and user submissions.

That meant when they realized the error, they were starting at square one.

• You can hire me right now via my freelancer page on Upwork or set up a 30-minute call with me via Calendly.

“Own This Business?” Isn’t Just a Button — It’s the Beginning of a Waiting Game

At some point, someone at the clinic clicked the “Own this business?” link on Google. This triggered a cascade of back-end processes most businesses aren’t prepared for:

• Google began looking for any existing owner — which in this case likely didn’t exist.

• It created a verification request on the backend.

• That request landed in a limbo queue where it waited… and waited… for someone to respond or time out.

The marketer who reached out to me wanted answers. How long would this take? What were the steps? Could anything be done to speed it up?

Here’s the truth: Google’s processes are mostly automated, occasionally opaque, and always security-first — which means even honest businesses often find themselves locked out of their own digital storefronts.

• You can hire me right now via my freelancer page on Upwork or set up a 30-minute call with me via Calendly.

The 3 Scenarios Every Business Might Be Facing When Claiming a GBP

To help the clinic — and many others in this same boat — I broke down the three most likely situations:

🅰️ Scenario 1: The Listing Is Already Claimed by Someone Else

This could be:

• A former employee

• A marketing agency long gone

• Or worse — a different business entirely (if Google merged listings)

In this case, the “claim” request sends a notification to that owner, who has 3–7 business days to respond.

Outcomes:

• If they approve: 🎉 You’re in.

• If they reject: ❌ You get an email rejection.

• If they ignore: ⏳ After 7 days, Google offers you the chance to verify by postcard, phone, or email (depending on eligibility).

🅱️ Scenario 2: The Listing Was Auto-Generated but Never Claimed

This is the best case — but can still take time. Clicking “Own this business?” begins a verification process. You’ll be asked to verify via:

• 📬 Postcard to the listed address (most common)

• 📞 Phone or SMS (if the number is trusted by Google)

• 📧 Email (rare but possible)

Once verified, you become the primary owner and can fix the listing, change the address, upload photos, and prevent future confusion.

Typical timeline: 5–10 business days.

🅾️ Scenario 3: Google Won’t Let You Verify — Or No Options Show Up

This is where businesses get stuck.

Sometimes, Google’s systems don’t trust the listing, don’t recognize the account, or suppress verification methods for security reasons. You’ll click “Own this business?” and… nothing. No email, no postcard, no progress.

What to do:

• Screenshot your dashboard at https://business.google.com/locations

• Look for any “Pending verification” language

• Prepare supporting evidence: storefront photos, business license, utility bill, website contact page

At this point, someone like me may need to help you escalate your case via Google Business Profile support channels.

• You can hire me right now via my freelancer page on Upwork or set up a 30-minute call with me via Calendly.

A Note on Medical Listings, Hospitals, and Shared Campuses

Medical professionals, listen up: You are at a much higher risk of listing confusion.

Google often attempts to group practices into one hospital campus or parent organization. If you share a building, a parking lot, or even a front desk with another medical entity, it’s possible Google sees you as the same thing.

Add to that:

• Insurance provider directories

• Healthgrades/Yelp/MapQuest/NPI databases

• Legacy data from years ago…

…and the problem becomes systemic.

• You can hire me right now via my freelancer page on Upwork or set up a 30-minute call with me via Calendly.

What You Can Do Right Now (If You’re in This Situation)

1. Log in to the Google Account used to make the claim.

2. Visit https://business.google.com/locations

3. Take a screenshot of any listing marked “Pending” or “Verification required.”

4. Wait the 3–7 business days for Google’s process to complete.

5. If no response or no progress: Get help (from me or someone experienced with GBP reinstatement/escalation).

Don’t Let “Google Delay” Become a Liability

This story had a relatively happy ending. The client’s claim was eventually verified. The address was corrected. And new signage and metadata were uploaded to help reinforce the correct location.

But during that window of ambiguity, people were still showing up to the wrong building for scheduled procedures. Not just customers. Patients. With expectations, anxiety, and medical risk.

If your business serves vulnerable populations, offers critical services, or operates in a space where location confusion is dangerous — don't wait for someone to point it out to you. Audit your listing regularly. Claim it immediately. Add multiple owners.

Google doesn't always get it right. You need to speak up when it doesn’t.

• You can hire me right now via my freelancer page on Upwork or set up a 30-minute call with me via Calendly.

Frequently Asked Questions (FAQ)

❓How long does it take to gain ownership of a Google Business Profile?

Usually 3–7 business days after submitting a claim. If no one responds to the claim request, Google offers verification options. In rare cases, escalation can take 10–20 days.

❓What if I never claimed my business and it's wrong on Google Maps?

You likely have an auto-generated listing. Start the claim process by clicking “Own this business?” on Maps or Search and follow the verification steps.

❓What documents help with verification if Google stalls?

• Utility bills

• Business license

• Articles of incorporation

• Signage photos

• Photo of building entrance with suite number

❓What if another business shows up when people search for me?

This could be a data merge or map pin overlap. Once you claim your listing, you can change the pin, edit the name, and correct business categories.

❓How do I prevent this from happening again?

• Keep ownership under a business Google account.

• Add secondary managers (marketing teams, agencies).

• Regularly update photos, hours, and categories.

• Use a unique name and address formatting (especially for suites).

Glossary of Terms

Google Business Profile (GBP): A free listing that appears on Google Search and Maps when users search for a business.

Verification: The process by which a business proves it controls the listing.

Auto-generated listing: A business listing created by Google using public data, not claimed by any business owner.

Merged listing: When Google combines multiple businesses or profiles into one, based on overlapping data.

Claim process: The method of asserting ownership over a listing via postcard, phone, or email.

Map pin: The physical drop-point of a location on Google Maps. Can often default to the wrong entrance or building.

Final Word: Don’t Let This Be You

If this story feels familiar — if your customers are ending up in the wrong building, if you’re locked out of your listing, or if Google has made assumptions about your business — don’t let frustration win.

There are clear steps, even if they aren’t always obvious. I’ve helped dozens of businesses walk through this exact scenario — and I’m happy to help you too.

🧭 Need help reclaiming or correcting your business on Google? 

• You can hire me right now via my freelancer page on Upwork or set up a 30-minute call with me via Calendly.