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A landmark new ruling that might help our case against ApartmentRatings’s anonymous postings

A landmark new ruling that might help our case against ApartmentRatings’s anonymous postings

The Virginia Court of Appeals blew the anonymity of online ratings and reviews out of the water. Or did they? Care to weigh in?

There was a decision handed down just a few short days ago (January 8th, 2014) that I think will have quite a big impact on your anonymity with ratings and reviews online. The court decision was from a case in Virginia: Yelp vs Hadeed Carpet Cleaning. The owner of this establishment said that there were anonymous users leaving bad reviews about his company on Yelp. That’s no surprise right? What was different about this case was Hadeed felt that these individuals weren't real customers of his. This last point is the most important because it established a Yelp terms of service violation. His attorneys issued a subpoena demanding the list of seven anonymous reviewers. The final ruling from the judge in Alexandria said that Yelp had to comply. Here’s the ruling from the court: (via the Washington Times)

...However, the court said that First Amendment rights do not cover deliberately false statements and agreed that Mr. Hadeed provided sufficient reason to think the users might not have been customers.

What is the impact for our industry?

The impact for our industry could not be more enormous. I won’t dive into what we’ve gone through as an industry with ApartmentRatings and other sites where users can leave anonymous reviews because I think those points have been done ad nauseam. Think about this though, if we could find cause that individuals are leaving posts on these sites who were never a resident or said things that are grossly untrue, could we not threaten such lawsuits to obtain this same information? At the bare minimum, do you think this would make people think twice before slandering us online?

Does this constitute a shot in the arm for freedom of speech? To better answer this question I think a definition of what that truly means in this country is necessary:

The First Amendment of the United States Constitution protects the right to freedom of religion and freedom of expression from government interference.

More…

The most basic component of freedom of expression is the right of freedom of speech. The right to freedom of speech allows individuals to express themselves without interference or constraint by the government. The Supreme Court requires the government to provide substantial justification for the interference with the right of free speech where it attempts to regulate the content of the speech.

The government isn't passing laws to silence anyone. I don’t think we as individuals have the right to make slanderous remarks against proprietors or against other individuals. If what we are saying isn't true, we should be called out for it. I for one am glad that the courts have ruled in this manner as it might hold people accountable for what they say online, just as they would be in a face-to-face conversation.

What do you think about this? I would love to hear from you.

Here’s the full article outlining the case from the Washington Post.

 

 
This comment was minimized by the moderator on the site

Good article. While everyone should be able to speak freely, should they be able to speak freely anonymously? How much validity can you give a review that is posted anonymously? Yes, speak up & be identified if you have a complaint.

  Sandy Adams
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When I search for reviews on products, I tend to ignore those without names or those who are slanted too far positive or negative. Maybe that's just me. Anyone else want to chime in on that?

  Bill Szczytko
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Property Management companies love to whine and complain that people are leaving unfair and slanderous comments on ratings sites. How is it that hospitality doesn't have that claim nearly as often, nor do most of them sport a 2 star rating? Having been on both sides of this as an owner and manager (property management and hospitality) I can tell you that, more often than not, the reviews are deserved. Just like hospitality has done, property management needs to step up and actually be good at customer service and not just talk about it.

  Andrea Morese
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Yes, customer service should the number one concern for any company. I am very fortunate that my management company maintains a five star rating. I know that could change at any moment with just one bad review, justified or not. As Bill has pointed out, it's not about posting negative reviews. We need to be aware of any company that gives below standard service. This conversation is about not knowing if a negative review is true or not. A competitor could post a negative review and no one would be the wiser.

  Sandy Adams
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I do agree that it should not be just about the negative reviews and that your article is about the intentional anonymity of postings on sites. That said, I think there would be less issue taken by PM Industry Managers with ratings on sites such as apartmentratings.com if reviews were overwhelmingly positive. Certainly Hadeed Carpet Cleaning would never have gone to court based upon a positive, yet anonymous review.

  Andrea Morese
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If someone tells me I look good with a certain type of tie, I'll keep wearing them. If someone says I don't, I'll change it.

  Bill Szczytko
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Bill, as much as we might not like anonymous reviews (and know that some of them are fake), I think it's important that we protect the right to speak up about a bad experience without the fear of backlash from the company, neighbors, an employer, or anyone else who might not appreciate the negative comment. It's the same reason there are rules in place to protect workers from being pressured by their employers or unions.

Sometimes, the only way to get a truly honest answer -- or in this case, review -- is if the person feels they can voice their opinion without fear of retaliation. I realize that opens the system up to the abuses we've all seen, but a system that doesn't allow for some level of anonymity won't give us a true reflection of how customers feel about our communities, either.

  Mike Whaling
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I think you're trying to walk a fine line here, Mike, which is a mostly lose/lose proposition for those businesses affected. Sure, you can read between the lines and gain some valuable insight from any review. But there are too many fakes and too much abuse.

I question your phrasing of "truly honest answer". I understand that everyone crosses their arms at people who complain about their own ratings and reviews and demand priggishly that we should just give better service. That's too Utopian. You can't make everyone happy. Someone doesn't like an answer an agent tells them and they retaliate. Don't like a policy that we have? You suck. BANG - anonymous scathing review. Don't like your renewal amount? BANG - anonymous scathing review. You won't give someone the free rent they are demanding because they forgot their password to their online portal and were late and "inconvenienced"? BANG - anonymous bashing. In our experience, anonymous reviews are mostly used as a retaliation tool because you can hide behind the name and say whatever you'd like to get it off your chest. We shouldn't have to get bashed online because we said NO.

  Bill Szczytko
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I own a 500 unit apartment community and over 10 years there have only been a total of 113 postings, but unfortunately a lot of them are from people who were mad about a policy being enforced that they agreed to in their lease, but decided they didn't like when it was applied to them. A couple of years ago we had a resident who went from computer to computer at his work and posted over and over under different names how terrible we were to him (a resident called him in for leaving his dog on the patio for hours in 90 degree heat). We hired an attorney and contacted Apartmentratings.com. Fortunately, the attorney threat stopped him and we made him take down the posts and sign an agreement that he would not post any lies again. We then moved him out of the community within 30 days of the agreement. Unfortunately, Apartmentratings.com would not do anything to help us out. The only items we have removed successfully were ones using an employees name. As we all know it is a dreadful website, and we keep our intreaction with residents (past or present) who post on it to a minimum as we believe it only encourages them to post more due to the attention they receive. If reviews were not anonymous I think we would see many fewer posts because most people just aren't brave enough to put their name with the lies.

  Wendy Hagan
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How true . As an example A very bad review was submitted about a property and the move in date was 1/1/2014 and the post was done on 1/5/2014. and no move ins were done at this time . This was done anonymously. Saying DO NOT MOVE TO THIS PROPERTY. This was not a valid post but it was posted. The ratings have always been in the high 90's so this property must be doing something right. Stand up and identify yourself if you have a complaint so the property can at lest
know that if anything can be done it will be done.

  Mazie Newberry
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I really LOVE this decision. Too many times people make false testimonies in an attempt to stamp out the competition. I've personally seen this with a family owned business. The fight against these portals such as Yelp is long and costly. I believe that if you have the audacity to post your remarks then you should own it or pay the cost of slandering! When people make false statements they really do hurt the company, the owners, and their families - taking food off their table, making it harder for them to survive.

  Debbie
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I ignore the ones that are anonymous... I am currently looking at a new housing development to move into and it has a 2 star rating but only one of the reviews has a name with it.. Can I get a good opinion from 1 honest review? Then I wonder if people are afraid of back lash, I know a friend who put an honest review of her apartment complex and they made her life miserable until she finally moved.

  Denise Wheeler
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I just see more phoney gmail accounts and made up names coming to play. No real change.
Maybe there has to be some sort of verification like email has to be verified etc.

  Crystal Gluszek
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Slander is an abuse of free speech which should be enforced.

  Scot

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