"Our client was charged $400 for a current client to call their Google Local Services Ads profile. direct business search was not turned on. I thought, ok no big deal, I will escalate this and they will obviously rectify the situation since this was a mistake. I went back and forth with an account manager over there who denied it. I escalated it further and they are not refunding it even though they clearly know its a current client call."
"Historically.. LSA does not credit duplicate leads if they can't track it OR if it's been over 15 days since they last called. They've removed this language from their site though."
Google Local Service Ads typically charge high costs per call or click, sometimes hundreds of dollars, and have historically provided refunds for mistaken leads or problematic calls. However, LSA expert Anthony Higman reported a case where Google charged his client $400 for a call from an existing customer who clicked through their LSA ad. Despite Google confirming the call originated from a current client rather than a new lead, and with direct business search disabled, Google's account managers refused to issue a refund. Higman escalated the issue multiple times but was denied credit. This incident suggests Google's automatic credit system may not function properly in all situations, particularly regarding duplicate leads or existing customer calls.
Read at Search Engine Roundtable
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