What to send, and where
Everything on a True Level Media directory can be corrected, and every correction is free. There is no form to fill in, no account to create, and nothing to buy.
Send an email to hello@truelevelmedia.com with three things:
- Your business name, exactly as it appears in the listing.
- Which directory the listing is on, for example the Connecticut Roofing Guide.
- What is wrong, and what it should say instead.
That is the whole requirement. If you can add a link to the page in question, it saves a step, but it is not necessary.
How long it takes
We aim to act within five business days of receiving a correction request. Legal and regulatory matters, including anything about a license or registration number, are handled faster than that.
You will get a reply from a person. Dana Whitfield, the Editor, handles corrections and disputes directly, and Dana’s name is on the directory that carries the listing.
Removals
If you want your business off a directory entirely, say so and it comes off.
Removal requests are honored. A removed contractor is not penalized in any way: there is no “removed at request” label, no downgrade, and no note left behind. Listing is free and voluntary, and so is leaving.
Closed businesses come off at the monthly re-check without anyone asking. If you know a listed business has closed before the next cycle, email us and it goes sooner.
What happens after you email
There is no ticketing system and no automated acknowledgement, because there is one person reading the inbox and a queue that has never justified building one.
In practice the sequence is short. Your email is read, usually the same day. If the request is a factual correction with everything needed in it, the change is made and you get a reply telling you what changed. If something is missing, you get one email asking for the specific thing rather than a form to fill in.
Where a request touches a score rather than a fact, it takes a little longer, because the underlying review data has to be looked at against the published method before anyone answers. You will still hear back inside the five business days, even if the answer is that we need another few days to finish checking.
Two things we will not do: pass your details to anyone, or use a correction request as an excuse to sell you something. There is nothing to sell, and the email you send about a listing is used for that listing and nothing else.
Disputes about a score
A score is not an opinion we typed in. It is produced from public customer reviews under how scores are built, which weighs sentiment, star rating, volume, recency, and completeness, and applies a Bayesian adjustment so a small sample cannot outrank a long record.
So there are two different conversations, and it helps to know which one you are having.
If the underlying data is wrong (the wrong business, a merged record, reviews from a different company with a similar name, a location that was never yours), tell us and we will check it. That is a factual error and we fix factual errors.
If the data is right and you disagree with the result, we will still read what you send, and we will explain how the method produced the position. What we will not do is move a score because of a commercial relationship, a request, or a threat. The moment a score can be moved by asking, the ranking is worth nothing to the homeowner reading it, which would also make it worth nothing to the contractors at the top of it.
Reviews you believe are false
Tell us which directory and which review. We do not host reviews and cannot delete them from the platform they were written on, but the context matters to how the method weighs a review, and a review describing something other than completed work is treated differently from a review about a finished job.
Where a review looks like it belongs to a different business entirely, that is a data error and it gets corrected.
If you have just found yourself listed
You do not need to do anything. Listing is free, staying listed is free, and nobody will contact you to sell you something. If your business is listed covers what a listing is, where the data comes from, and what it does and does not mean.