How to Respond to a Google Review About False Advertising

A woman booked the "$129 whole-home deep clean" she had seen advertised for weeks, took a half day off work, and waited. The crew arrived, looked around, and told her the $129 covered one room, the whole house would be $480. She had budgeted for the number on the ad, not four times it, and she felt cornered in her own living room. She left a one-star review: "Total bait and switch. They advertise $129 everywhere, then quote you $480 when they show up and you have already wasted your day. False advertising. Do not believe their prices."

A false-advertising review sits in a more dangerous corner than most negative reviews, because it is not really a complaint about your product. It is an accusation that you lied. A cold meal is a bad day. A rude employee is a bad hire. But "false advertising" says the gap between what you promised and what you delivered was on purpose, and that is the one charge future readers do not forgive, because it is about your honesty, not your execution.

That is also what makes the owner's instinct so dangerous here. The reflex is to reach for the proof, "the ad clearly said 'starting at $129,'" "it is in our terms," "that is standard for the industry." Every one of those is the move that confirms the reviewer's point. The next person reading is deciding whether your prices and promises can be trusted at all, and "do not believe their prices" answers that for them before you say a word.

Quick Answer: A false-advertising review accuses you of dishonesty, so the reply has to rebuild trust, not win the argument. Figure out which gap you got: an advertised price or deal not honored, an overstated claim that did not materialize, a listing or photo that did not match, or a bait and switch. Acknowledge the person by name and the specific distance between what you said and what they got, then clarify the facts without calling them a liar, owning any part of your own advertising that was unclear. Honor the spirit of what was advertised with a real fix, and signal that you are correcting the ad, photo, or script that created the gap. Keep it to three or four sentences and never hide behind the fine print. For the broader framework, see our complete guide to responding to Google reviews.

In this guide, you will learn:

• Why a false-advertising review is an accusation of dishonesty, not a normal complaint
• The four kinds of false-advertising claim, and why naming the gap is the first move
• Why hiding behind the fine print is the same mistake as blaming a third party
• A four-part formula that closes the gap without calling the customer a liar
• Templates for eight common scenarios across pricing, claims, photos, and bait and switch
• What never to say, including the "as stated in our terms" trap
• How to respond when the accusation genuinely is not fair

Why a False-Advertising Review Is an Accusation of Dishonesty

Most negative reviews describe something that went wrong: the food was cold, the wait was long, the order was missing. A false-advertising review is different in kind. It says that the thing you told the customer to expect was never true, and that you knew it. The customer is not grading your product. They are grading the distance between what you said and what they got, and they have decided that distance was deliberate.

That is why "the ad technically said 'starting at'" is such a weak shield. It may be completely accurate, and it changes nothing, because the reader is not weighing your contract language. They are weighing one question: can I trust what this business tells me before I hand over money? When your reply points at the asterisk, the answer the reader hears is no.

It helps to see that "false advertising" actually covers four different gaps, and the right reply depends entirely on which one you got.

The unhonored price or deal. You advertised a price, a sale, or a promotion, and the customer did not get it, the coupon failed at checkout, the "$129" became $480, the advertised rate did not apply to them. This is the most common version and it overlaps with reviews about hidden fees, but here the anger is sharper, because a number they were promised simply was not honored.

The overstated claim. You promised an outcome or quality that did not show up: "award-winning," "fastest in town," "organic," "handmade," "results in one visit." The customer measured the claim against reality and found a gap. This sits close to reviews about poor quality, but the wound is the broken promise, not just the product.

The not-as-pictured gap. Your photo, menu shot, or listing showed one thing and the real thing looked like another, the dish half the size of the picture, the room nothing like the gallery, the haircut not the reference photo. The product may even be fine, but it is not what your own marketing sold.

The bait and switch. The most damaging version. You advertised one thing to get the customer in the door, then steered them to something pricier, or the advertised item was conveniently "sold out." It reads as deception by design, and it is the accusation that does the most lasting harm to a listing.

A reply that says "sorry the pricing was not clear" answers none of these well. The unhonored-deal customer wanted the number they were promised. The overstated-claim customer wanted the thing you said they would get. The not-as-pictured customer wanted reality to match the picture. The bait-and-switch customer wanted to not feel played. The first job is to read the review and decide which gap you are actually closing.

The First Move: Name the Gap, and Decide If It Was Real

Before you draft anything, settle two things: which of the four gaps the customer is describing, and whether your advertising actually created it. The first shapes the apology. The second shapes how much you own out loud.

A few questions to answer before you type.

What exactly did you advertise, in their words? Pull up the actual ad, the listing, the photo, the promotion the customer is reacting to. Read it the way a stranger would, not the way you meant it. If a reasonable person could land where this customer landed, the gap is yours, and the reply has to own it. If the ad is genuinely clear and they read past it, you have a different job, which is clarifying without blaming, covered further down.

Was it a price gap or a promise gap? A price that was not honored is a make-it-right problem, the reply has to fix the number first. An overstated claim or a not-as-pictured gap is a trust problem, the reply has to close the distance between the promise and the reality. Many reviews are both, and the order matters: fix the concrete number, then address the broken promise.

Was the offer real and available? This is the heart of a bait-and-switch accusation. If the advertised item or price existed and the customer could have had it, say so and honor it. If it did not really exist, or you never intended to deliver it at that price, that is not a wording problem to spin, it is an advertising problem to stop, and the honest reply owns that the ad should never have run that way.

Is this actually a different complaint wearing the "false advertising" label? Customers reach for the phrase loosely. Sometimes "false advertising" means a coupon that did not work, sometimes it means the price felt too high for what they got, sometimes it is genuine confusion. Diagnosing the real gap keeps you from over-apologizing for a lie you did not tell, or under-fixing one you did.

The owner reflex on a false-advertising review is to assemble the evidence, the exact ad copy, the disclaimer, the policy, because from inside the business those feel like the facts that clear your name. But the customer did not experience your disclaimer, they experienced a number or a promise that did not hold up. Name the gap, decide honestly whether your advertising made it, then own the part that is yours.

Hiding Behind the Fine Print Is the Same Mistake as Blaming a Third Party

The single most common false-advertising reply, and the one that backfires hardest, is some version of "as clearly stated in our terms." It feels like the airtight defense. To the reader, it is a confession.

Think about how the customer experienced it. They saw a price or a promise, they acted on it, and it did not hold. When your public answer is to point at the asterisk, the disclaimer, or the page-three terms, you are not disproving the accusation, you are explaining the mechanism by which they were misled. "Technically we told you, in language designed not to be read" is not a defense of your honesty. It is an admission that the headline and the truth were two different things.

This is the same losing move as blaming a supplier for a bad product or a delivery app for a botched order. It may be factually true and it is reputationally useless, because the reader is not grading your paperwork, they are grading whether your word means anything. Quoting the fine print proves the headline and the reality did not match, which is the exact thing the reviewer accused you of.

There is a sharper danger here too. Getting legalistic, citing your disclaimer line by line, or hinting that the review is defamatory, is the fastest way to turn one bad review into a much bigger story. Threatening a customer over a review reads as a business that would rather intimidate than be honest, and it travels far past the one listing. You almost never win the "read the terms" argument in public, and trying to win it loudly is how a fixable review becomes a permanent reputation.

The Four-Part Formula for a False-Advertising Review Response

Every reply to a false-advertising complaint should hit the same four beats, whether it was an unhonored price, an overstated claim, a misleading photo, or a bait and switch. The whole response fits in three to four sentences.

Step 1: Acknowledge the customer by name and the specific gap they felt

Open with the first name from the review and a direct acknowledgment of the distance between what you advertised and what they got. Name it with their detail. "Sorry for the confusion" is too vague to land. "You planned around the $129 you saw advertised and were quoted four times that at the door" tells the customer you understood exactly why it felt like a trap, not just that they were unhappy.

Say this: "Hi Maria, you booked around the $129 you saw us advertise, took time off for it, and then got hit with a number four times higher when we arrived, and I completely understand why that felt like a bait and switch."

Not this: "Dear Customer, our advertised rate is a starting price as clearly indicated in our promotional materials."

Step 2: Clarify the facts without calling the customer a liar

This is the step that separates a reply that rebuilds trust from one that destroys it. You can correct the record, but you cannot make the customer wrong in public. If your ad was genuinely unclear, outdated, or overstated, own that plainly, it is your gap. If there was a real misunderstanding, frame it as something you need to fix in how you advertise, not something they failed to read. A stranger should come away thinking "they take responsibility for what they put out," not "they blamed the customer for believing them."

Say this: "Our ad should have made it obvious that price was for a single room, and it did not, that is on us, not on you for reading it the way anyone would."

Not this: "If you had read the full offer details, you would have understood the pricing structure before booking."

Step 3: Honor the spirit of what was advertised

A false-advertising complaint is, at its core, a customer saying you did not stand behind your own word. So stand behind it. Honor the advertised price if a reasonable person expected it, refund the gap, deliver the deal as they understood it, or make the claim true for them this time. This is the equivalent of making it right, you are proving the number on the ad was real and the promise meant something.

Say this: "I would like to honor the price you expected. I will do your first clean at the rate you understood, and if it is not right, you do not pay."

Not this: "We are unable to adjust pricing, but we can offer a discount on a future service at our standard rates."

Step 4: Move the resolution to a named contact and name the fix

Hand the real resolution to a named person so the customer feels someone reached out, not a closed ticket. Then briefly signal what you are changing in the ad, the photo, or the script, because future readers want to know the gap that caught this customer will not catch them.

Say this: "Please reach me directly, I am Dana, the owner, at [phone]. I am also rewriting that ad today so the price covers what it actually covers, no surprises at the door."

Not this: "Your concerns have been logged and forwarded to our marketing department for review."

Response Templates for Common False-Advertising Scenarios

These templates follow the formula. Fill in the name, the offer, the contact details, and the fix that matches what actually happened. Avoid copy-pasting the same wording across multiple reviews. Future readers and the AI-generated business summary both scan for repetition, and a row of identical "our pricing is clearly stated" replies reads worse than a row of slightly different honest ones.

Template 1: Advertised price not honored (service business)

"Hi [Name], you planned around the price we advertised and then got a much higher number, and I understand exactly why that felt like a bait and switch, that is not how I want anyone to experience our pricing. Our ad should have been clear about what that price covered, and it was not, so that is ours to fix. Please reach me directly at [phone], I am [name], and I will honor the rate you reasonably expected. I am rewriting the ad today so the number means what it says."

Template 2: Coupon or promo code that did not work (retail, e-commerce)

"Hi [Name], advertising a discount and then having it fail at checkout is genuinely frustrating, especially when it is the reason you came to us. That is on our end, not yours. Please reach me at [email], I am [name], and I will apply the discount you were promised and make up the difference on this order. We are fixing how that promotion is set up so the code actually works the way the ad says it does."

Template 3: Overstated claim that did not deliver (any business)

"Hi [Name], we put '[the claim]' out there, and if your experience did not live up to it, then we set an expectation we did not meet, and I am sorry. You are right to hold us to what we advertise. Please reach me directly at [phone], I am [name], and I would like the chance to actually deliver what we promised. We are also taking a hard look at that claim so it reflects what we can consistently do, not our best day."

Template 4: Classic bait and switch, advertised item "sold out" (retail, dealership)

"Hi [Name], coming in for the advertised [item or price] and being steered to something more expensive is exactly the experience no one should have with us, and I am sorry it felt that way. If that offer was real and available, I want to honor it for you. Please reach me at [phone], I am [name]. If the item genuinely was not available, our ad should have said so plainly, and we are changing how we run those promotions so this does not keep happening."

Template 5: Photo or listing did not match reality (restaurant, hotel, salon)

"Hi [Name], when the [dish / room / result] does not match the photos we put up, that is on our marketing, not your expectations, and I am sorry it fell short of what we showed you. Please reach me directly at [email], I am [name], and I would like to make this visit right. We are updating our photos so what you see is honestly what you get, because the gap you ran into is one we should never have created."

Template 6: "Free" or "included" that came with charges (any service)

"Hi [Name], advertising something as free or included and then attaching a charge to it is a fair thing to be angry about, and I do not blame you for calling it misleading. That wording was ours to get right and we did not. Please reach me at [phone], I am [name], and I will remove the charge you did not sign up for. We are rewriting how we describe what is actually included so 'free' means free."

Template 7: Expired or regional offer still showing (multi-location, online)

"Hi [Name], you found an offer we advertised and acted on it, so the fact that it had expired or did not apply to your location is our problem to fix, not a reason to turn you away. I am sorry you got caught by a promotion we left up too long. Please reach me directly at [phone], I am [name], and I will honor it for you. We are cleaning up our listings so an old offer does not keep catching people."

Template 8: Customer feels misled but the ad was genuinely clear (any business)

"Hi [Name], I am sorry this left you feeling misled, because that is the last thing I want attached to our name. Looking at it together, [briefly, neutrally clarify what the offer was], and I can see how it could have read differently, which means we can make it clearer for the next person. Please reach me directly at [email], I am [name], and I would still like to make your experience right. We are reviewing how we word that offer so it leaves no room for the confusion you ran into."

Drafting calm, non-defensive replies to accusations like this adds up across a busy week. Try our free AI response generator for a clean, on-brand starting draft in seconds, no signup needed.

What Never to Say in a False-Advertising Review Response

Each line below shows up in false-advertising replies that backfire. Each one reads worse to future readers than no reply at all, and several follow the listing for months because they get pulled into the AI-generated business summary or the snippet shown on Google search.

Do not point to the fine print

"As clearly stated in our terms and conditions" is the single most common false-advertising mistake, and it loses every time. To the reader it does not clear your name, it explains how the customer was misled, your headline said one thing and your fine print said another. Own the gap in your advertising and fix it, do not defend it with the disclaimer that created it.

Do not say "we never said that" or "you misread the ad"

Telling a customer they misunderstood, in front of everyone, reads as calling them careless or dishonest, and readers side with the person being blamed. Even when the ad really was clear, acknowledge that they could have read it that way and clarify for the audience, rather than scolding the reviewer. The correction is for future readers, not a point to win against this one.

Do not get legalistic or hint at defamation

Quoting your disclaimer line by line, citing policy numbers, or suggesting the review is defamatory turns a pricing dispute into a fight, and threatening a customer over a review is how one bad review becomes a story people share. Nobody reading thinks "this business sounds trustworthy" after a reply that sounds like a cease-and-desist. Stay human, fix the gap, and leave the lawyer out of it.

Do not dismiss it as "just marketing"

"That is just standard advertising" or "every business markets that way" tells future readers that you consider a little deception normal and acceptable. The customer is saying your promise did not match reality, and answering that the gap is industry practice confirms the gap is real and that you are fine with it. Treat the distance between your ad and your delivery as a problem to close, not a norm to defend.

Do not blame the customer for expecting too much

"You should not have expected [the advertised thing] for that price" puts the failure on the customer for believing your own advertising. Even when expectations ran ahead of reality, leading with blame reads as gotcha, and it confirms that your marketing was writing checks you never meant to cash. Own what you advertised, then have an honest conversation about what is realistic.

Do not use generic apology language

"We are sorry you feel this way" manages to both not apologize and tell the reader you are not really listening. An accusation that you misled someone is not a feeling to be soothed, it is a claim about your honesty that you either close the gap on or you do not. Treating it as hurt feelings rather than a trust problem tells future readers you did not take the charge seriously.

For the broader pattern on what to avoid, see our guide on what not to say in review responses, and for the discipline of staying calm under a charged complaint, our guide on responding to a bad review without being defensive.

Fixing the Gap That Generates These Reviews

The most reliable way to cut false-advertising reviews is not better replies, it is closing the distance between what your marketing promises and what your operation actually delivers. Almost every one of these reviews lives in that gap, and most of the gap is fixable before a customer ever runs into it.

Audit your own advertising against reality. Read your ads, menu photos, listing, and website the way a first-time customer would, then ask honestly whether you deliver that every time, not on your best day. "Starting at" prices, superlatives like "best" and "fastest," and photos that flatter the real thing are where the gap hides. If you cannot consistently honor it, rewrite it or cut it.

Honor the spirit, not just the letter, at the front line. Most price-gap anger comes from a staff member who argued the advertised deal instead of honoring it. Give your team clear authority to make an advertised price right on the spot, without a manager and without a debate. A customer who gets the number they were promised never writes the word "misleading."

Make your photos match what you serve. A large share of not-as-pictured reviews trace to old, staged, or over-edited images. Updating your gallery so the photos on your Google Business Profile honestly represent the real thing closes the gap at the source, and it sets expectations you can actually meet.

Keep promotions current and correctly targeted. An expired sale left up too long, or a regional offer showing in the wrong place, catches exactly the customer who will feel deceived. Build a simple habit of pulling promotions the moment they end and confirming where each offer is allowed to appear.

Kill the incentives that create bait and switch. If staff are rewarded for moving customers off the advertised item, the system is manufacturing these reviews. Advertise only what you can reliably deliver at the advertised price, and reward honoring the offer, not upselling away from it. This is also worth checking during a broader Google Business Profile audit of where your promises and your delivery quietly drift apart.

When the "False Advertising" Charge Genuinely Is Not Fair

Not every false-advertising review is fair. Customers reach for the phrase when a coupon they applied wrong did not work, when they expected a feature you never advertised, or when a competitor is simply trying to do damage. The accusation still has to be answered, and answered well, because future readers cannot tell a fair charge from an unfair one by the star rating, they can only judge by how you respond.

A few principles for the unfair version.

Stay the calmest voice in the thread. When the accusation is wrong, the temptation to prove it is strongest, and that is exactly when a defensive, evidence-piling reply does the most damage. The reader is not watching to see who is technically right, they are watching to see who sounds trustworthy. Acknowledge the feeling, clarify gently, and let the calm itself make your case.

Clarify for the audience, not to defeat the reviewer. A neutral, two-sentence explanation of what the offer actually was, with no "as you would have known if you had read it," informs every future reader without humiliating this one. You are writing past the reviewer to the hundred people reading silently, and they reward the business that corrects the record without contempt.

Consider honoring it anyway. When a customer reasonably misread something, honoring what they thought they were getting usually costs less than the review that says you trick people, even when you were technically in the right. Standing behind a customer's honest misunderstanding reads as confidence, while winning the argument reads as cheapness. Our guide on responding when the customer is wrong goes deeper on holding your ground without losing the room.

Know when it is not a customer at all. If a "false advertising" review names things you do not sell, describes a business that is not yours, or arrives in a suspicious cluster, you may be looking at a fake or a competitor rather than a real grievance. Respond once, briefly and professionally for the audience, and then follow the process for handling fake Google reviews rather than arguing with someone who was never your customer.

When False-Advertising Reviews Become a Pattern Worth Tracing

A single false-advertising review reads as a possible misunderstanding, one customer who misread an offer or caught an honest mistake. Several reviews using words like "misleading," "bait and switch," or "not what they advertise" read as a marketing-and-operations gap the business has not closed, and that pattern carries unusual weight, because it is an integrity signal, and integrity is the thing buyers protect most carefully.

A few signals that the pattern is worth tracing.

Repeated "advertised price was not honored" complaints. When multiple reviews name a number that did not hold, the problem is not a string of confused customers, it is an ad, a listing, or a checkout flow that promises one thing and charges another. The fix is in the marketing, not the replies.

Repeated "not as pictured" or "nothing like the photos" complaints. When several reviews describe a gap between your images and reality, the issue is your gallery, not your product. Honest, current photos close it faster than any worded apology.

False-advertising complaints alongside hidden-fee, pricing, and poor-quality reviews. When "misleading" reviews show up next to hidden-fee, pricing, and poor-quality reviews, the business has a broader say-do gap rather than one bad ad. Reading them together tells you your marketing is consistently promising more than your operation delivers, which is worth far more attention than any single reply.

For the broader framework on review patterns and what they signal, see our guide on Google review analytics.

Frequently Asked Questions

How do you respond to a Google review accusing you of false advertising?

Start by recognizing that a false-advertising review is not a complaint about your product, it is an accusation that you lied, so the reply has to rebuild trust, not win an argument. Figure out which kind of gap you got: an advertised price or deal that was not honored, an overstated claim that did not materialize, a listing or photo that did not match reality, or a classic bait and switch. Acknowledge the person by name and the specific gap between what you said and what they got, because that distance is what made them feel deceived. Then clarify the facts without calling them a liar, and where your own advertising was genuinely unclear or outdated, own it plainly. Honor the spirit of what was advertised with a real fix, a corrected price, a refund, or the deal as the customer understood it, and hand the resolution to a named person. Keep the public reply to three or four sentences and never hide behind the fine print.

What if the customer misunderstood the ad and it was not actually false advertising?

It happens often, and you still cannot lead with "you misread it." Telling a customer they misunderstood, in front of every future reader, lands as calling them careless or dishonest, and readers reflexively side with the person who feels blamed. Instead, acknowledge how they could have read it that way, because if one customer reached that conclusion, others will too, then calmly clarify what the offer actually was. The clarification is for the audience, not to score a point against the reviewer. If the wording or the photo was even a little ambiguous, treat that as your gap to close, not their mistake to admit. And consider whether honoring what they thought they were getting, even when you were technically in the right, costs less than the review that says you trick people, which it almost always does.

Should you honor an advertised price you did not actually intend to offer?

Usually yes, when the ad was genuinely yours and a reasonable person read it the way the customer did. The cost of honoring one mistaken price is almost always smaller than a public review accusing you of bait and switch, which scares off buyers who never even contacted you. Fix the ad immediately so the error does not repeat, then make this customer whole at the price they reasonably expected. The exception is a clear typo that no reasonable person would believe, or obvious abuse, and even then you decline like a person, explain the genuine error, and offer a fair alternative rather than hiding behind "pricing errors are not binding."

What should you never say in a reply to a false-advertising review?

Never point the customer to the fine print, the terms, or the asterisk, because "as stated in our terms" reads as proof you were being misleading on purpose. Never say "we never said that" or "you misread our ad," which calls the customer a liar in front of everyone. Avoid anything legalistic, like quoting your disclaimer or hinting at defamation, because threatening a reviewer is the fastest way to turn one bad review into a news story. Do not dismiss it as "just marketing" or "standard industry practice," which tells readers you think a little deception is normal. And skip the generic "we are sorry you feel that way," which manages to both not apologize and confirm you are not really listening.

How do you handle a bait-and-switch accusation in a review?

A bait-and-switch review, advertised one thing to get me in the door then pushed something pricier, is the most damaging version because it accuses you of deceiving people on purpose. Do not defend the upsell or explain that the advertised item was "limited" or "sold out," because that is exactly the story the reviewer is already telling. Acknowledge how it felt to come in for the advertised offer and be steered somewhere more expensive, honor the original offer if it was real and available, and if the advertised item genuinely was not, own that the ad should have made that clear. Then fix the cause: remove or rewrite ads for things you cannot reliably deliver, and stop incentivizing staff to push customers off the advertised deal.

How do you stop false-advertising complaints before they happen?

Close the gap between what your marketing promises and what your operation actually delivers, because every false-advertising review lives in that distance. Audit your own ads, menu photos, listing, and website against reality and cut or rewrite anything you cannot consistently honor, especially "starting at" prices, superlatives like "best" or "fastest," and glossy photos that flatter the real thing. Train the front line to honor an advertised deal on the spot rather than argue it, and give them authority to fix a pricing gap without a manager. Keep promotions current so an expired or regional offer does not linger where the wrong customer finds it.

The Bottom Line

A false-advertising review is not really about the price or the product, it is an accusation that you were dishonest, and that is why "the ad technically said 'starting at'" never lands. The charge covers four different gaps, the unhonored price, the overstated claim, the not-as-pictured photo, and the bait and switch, and the reply only works once you figure out which one you got. Acknowledge the gap by name, clarify without calling the customer a liar, honor the spirit of what you advertised, and signal the fix that keeps the next customer from running into the same distance between your promise and your delivery.

Key Takeaways:

• A false-advertising review accuses you of dishonesty, not just a bad experience, so the reply rebuilds trust rather than wins an argument.
• Name the gap first. The unhonored price, the overstated claim, the not-as-pictured photo, and the bait and switch are four complaints that need four different replies.
• Hiding behind the fine print is the same losing move as blaming a third party. It proves the headline and the reality did not match.
• Never get legalistic or hint at defamation. Threatening a reviewer turns one bad review into a much bigger story.
• Clarify without calling the customer a liar, and own any part of your own advertising that was genuinely unclear or outdated.
• Honor the spirit of what you advertised: the price they expected, the deal as they understood it, or the claim made true this time.
• Even an unfair accusation needs a calm, audience-facing reply, and honoring an honest misunderstanding usually costs less than the review that says you trick people.
• Fix the gap at the source: audit your ads against reality, update your photos, keep promotions current, and reward honoring offers over upselling away from them.
• A pattern of "misleading" reviews is a marketing-and-operations gap to close, not a reply to repeat.

For the broader framework, see our complete guide to responding to Google reviews. For related cluster guides, see responding to a review about hidden fees, responding to a review about pricing, and responding to a review about poor quality.

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