Google AI Overview Is Summarizing Only Negative Content About Our Business Looking for Advice

posting here because we’re trying to understand how to navigate something we’ve never dealt with before.

We operate a nationwide service platform, and over the past few months we’ve seen a noticeable drop in sales. After digging into analytics, we discovered that Google’s AI Overview for our company name is summarizing mostly negative commentary (BBB complaints, a bad Reddit post, etc.) while ignoring thousands of positive transactions and satisfied users.

The issue isn’t criticism itself — no business is perfect, and negative reviews are part of operating online. The issue is that the AI summary reads as if those criticisms are the definitive characterization of the company.

We’ve already seen:

• Prospective customers referencing the AI summary directly
• People assuming the summary equals a formal investigation
• Increased reports/activism based on the AI summary alone
• A measurable decline in conversion rates

It feels like a negative feedback loop:

1. A few complaints get posted.
2. AI summarizes them prominently.
3. That summary appears authoritative.
4. More people repeat the same framing.
5. The summary reinforces itself.

We’re not looking to suppress criticism we just want balanced representation. There are thousands of successful transactions that don’t appear to factor into the AI overview.

Has anyone here dealt with something similar?

Specifically:
• Is there a way to provide corrective context to AI Overviews? Tried reporting no dice
• Does publishing structured content actually influence summaries?
• Is there a formal dispute channel for AI-generated mischaracterizations? Tried reporting no dice
• Or is this simply something businesses now have to out-publish?

We’re trying to approach this rationally and transparently. If anyone has insight into how AI Overviews weigh sources or how to address perceived imbalance, I’d genuinely appreciate it.

Thanks in advance.