Google has a strange algorithm.
My cousin is a doctor and he only gets the best online ratings on google and whatever other platforms you look for him.
However someone left very negative two out of five star rating somewhere.
My cousin even went out of his way to debunk some of the factually wrong statements in that review himself (didn´t have a chance to ask him myself but I´m guessing the guy never replied to him) .
So far so good. However this review is not only still up, it is the first thing that comes up when you google my cousin! That gives an impression that isn´t only bad but flatout wrong because it totally doesn´t reflect all those other 5 star reviews he gets.
No idea what one would could do about that.