Google reviews are critical to your reputation, but bad ones aren't always...

https://meet-wiki.win/index.php/What_If_the_Reviewer_Name_Does_Not_Match_Any_Customer_Records%3F_A_Guide_to_Disputing_Google_Reviews

Google reviews are critical to your reputation, but bad ones aren't always permanent. Some reviews can be removed if they directly violate Google policies regarding spam, conflicts of interest, or harassment