Example replies
Before you copyEdit every reply to fit: only promise actions, refunds or policies that are true for your business, and replace anything in [brackets].
Explain the value (plumber)
Thanks for the honest feedback, [Name]. Our rate includes a licensed plumber, a fully stocked van so most jobs are done in one visit, and a [12-month] warranty on parts and labor. We know that's more than some quotes. If anything on your invoice was unclear, call me at [phone] and I'll go through it line by line. [Owner]
Restaurant, ingredients
Hi [Name], we appreciate you telling us. Our prices reflect sourcing from local farms and making everything in-house, including the pasta and bread. We understand it's a splurge for some, and we'd rather be upfront about that. Thanks for giving us a try.
Salon, quote vs final price
Thank you, [Name]. I'm sorry the final price felt higher than you expected. Color corrections often take longer than a standard service, but we should have walked you through that before starting. I've reminded the team to confirm pricing at the chair. Please reach me at [phone] if you'd like to talk it over. [Owner]
Short and gracious
Thanks for your review, [Name]. We work hard to keep our prices fair for the quality we deliver, and we're sorry it didn't feel worth it this time. If you'd like to discuss the bill, we're at [email].
Electrician, call-out fee
Thanks for the review, [Name]. The call-out fee covers getting a licensed electrician and a stocked van to you, and on evening calls it's higher because the crew is on overtime. We quote it on the phone before booking, but I'll check that happened here. Call me at [phone] and we'll go over the bill. [Owner]
Auto shop, compares to competitor quote
Hi [Name], thanks for the feedback. Quotes can differ a lot depending on parts. We use [OEM/brand] parts that carry a manufacturer warranty, which costs more upfront than aftermarket ones. We're always glad to show customers both options before work starts. Stop by or call [phone] anytime.
A price complaint is an opinion, and it stays
When someone writes that you’re overpriced, they’re describing how the bill felt to them. That’s a legitimate experience under Google’s rules, and Google doesn’t remove reviews for disagreement. The reply is where you have a say.
The goal isn’t to win the argument. It’s to show the next reader, who may have the same worry, why you charge what you charge and that you’ll talk about it like an adult.
What a good price reply does
It thanks the person without sarcasm. It names two or three concrete things the price pays for: licensing, warranty, materials, time, training. It acknowledges that you’re not the cheapest option, which most readers already suspect and respect you for admitting. Then it offers a private conversation about the specific bill.
If the complaint is that the final total didn’t match the quote, take that seriously. Surprise charges are the most common reason price reviews get written. Own the communication gap where it was yours, and say what you’re changing.
What to avoid
Don’t offer a discount, coupon or refund in the public reply. Google strictly prohibits offering money off in exchange for changing or removing a review. Even an innocent “come back and we’ll give you 20% off” can read that way. If you decide to refund something, do it privately and don’t link it to the review.
Don’t post the customer’s invoice, address or job details to prove the price was fair. That’s their private information. Healthcare, legal and financial businesses need to be even stricter, since a reply shouldn’t confirm the person was ever a patient or client; the healthcare replies page covers cost questions at a practice.
Don’t compare yourself by name to a cheaper competitor.
Watch the pattern
One price review is noise. Several in a few months usually means quotes aren’t clear enough up front. Fixing that does more for your rating than any reply.
If it doesn't work
- You want the review removed: a price opinion doesn't break Google's policies, so reporting it won't work.
- The reviewer posted a wrong figure: correct it gently in general terms, without publishing their invoice or personal details.
- Several reviews mention price: that's a signal, not an attack. Consider clearer quotes before work begins.
- Google asked you to edit the reply: take out any mention of deals, coupons or special pricing.
Questions owners ask
Can I offer a discount in my reply to make up for it?
Don't. Google's reply tips say to avoid using responses to offer deals or promotions, and an offer tied to a review can look like an incentive to change it, which Google prohibits. If you want to make a gesture, do it privately, with no strings attached to the review.
Can I report a review that calls my prices a rip-off?
Usually not. Google removes reviews only when they break a content policy, and an opinion about price is a customer's view of their experience. Report only if it contains something like profanity or a personal attack on a staff member.
Should I post our prices in the reply?
A general explanation helps more than exact numbers. Prices change, and a figure in an old reply can mislead later readers. Explain what the price includes and invite questions.
Sources
- Tips to get more reviews and write better replies (support.google.com)
- Report inappropriate reviews on your Business Profile (support.google.com)
Checked 13 Nov 2026. When the platform changes its process we update this page and log it in What changed.