Google change may make it easier for consumers to find accurate information

For most people, checking a company, a product or a service on the Internet begins with typing its name into a Google search engine box. Consumers hope for accurate information that will enlighten them and help save money.

But some companies, or the search engine marketing companies they hire, learned to game Google to dominate results with what they want consumers to see.

Studies show that very few people venture past the first page of search results, so manipulating the search rankings can give a huge advantage. It could drive Web traffic to a seller’s site — or bury damaging information.

In recent weeks, though, Google has cracked down on several search engine optimization practices it deems unethical and retooled its mathematical search formula.

The popular website Overstock.com was penalized with lower Web rankings after Google learned that it had offered discounts to college students and faculty members who put links to the company on their education-related Web pages.

Google treated links from pages that contain the domain name of .edu more seriously because they are from the academic, not commercial, community.

Google also penalized J.C. Penney’s retail website after it learned that a company hired to perform SEO for the website gamed the search system in another way. The outside company paid for links to J.C. Penney’s site from other websites worldwide.

More incoming links to Web pages lead to a higher Google ranking. Google doesn’t want businesses to buy these incoming links. That gives those who pay an unfair advantage. Yet it happens all the time. (Read what Google says about this on its blog here.)

J.C. Penney spokeswoman Darcie M. Brossart says her company did not know that the SEO practice was occurring. Penney fired the SEO company, is working to remove the offending links and “instituted more rigorous internal controls over our search program to ensure future compliance,” she said.

Google made a third change last month, its biggest in years, in its secret search formula. The change, Google says, is designed to reduce the rankings of junk Web pages that rarely offered relevant answers to users.

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As readers of the Fort Worth Star-Telegram Dave Lieber column first learned, this is a significant advance for consumers.

Before the recent changes, when I tried to research vending machine company Planet Antares on Google and other search engines, the results had turned up meaningless Web pages. Watchdog Nation readers might remember Planet Antares as the company that sent me an invitation to a hotel sales seminar — even sent me flowers the day before — but kicked me out of the hotel and ordered me not to write about it when it learned about my column.  (Read this funny and memorable story here.)

The Office Deli Refreshmen Center

Critical postings about the company were buried deep in the Internet rankings. Consumers would have to dig past the first pages to learn, for instance, that the Federal Trade Commission fined the company $1 million in 1996 for misrepresenting potential earnings of prospective vending machine distributors and using shills as phony references.

Now, after Google’s search cleanup, such information is easier to spot. If you search for the company’s name, some junk postings remain, but more important pages, including a link to the Better Business Bureau’s website — http://www.trustlink.org/Reviews/Planet-Antares-Inc-205711200 — rank much higher.

When I called Planet Antares to ask officials about this, some of its various phone numbers were disconnected. One kept me on hold, but no one came to the phone.

In court papers filed in a California lawsuit, owner Dana Bashor stated in December that the company is “remaining open in order to service its clients until other arrangements can be made.”

Tony Wright, former president of the Dallas/Fort Worth Search Engine Marketing Association and owner of reputation-management company WrightIMC.com, analyzed Planet Antares’ Google results for me. He said that someone had created a number of websites built around the phrase “Planet Antares scam.” Until the recent changes, anyone who searched for those words would have quickly found postings in the company’s favor, he says.

Headlines included: “Planet Antares Tips for Avoiding Vending Machine Scams” and “Planet Antares Awareness Program on Vending Scams.”

Those stories have now dropped in the rankings. “I do believe the Google algorithm change probably affected Planet Antares’ listing,” Wright says.

Watchdog lesson here: When researching a product, service, individual or company (a requirement for all citizens of my Watchdog Nation), you must go past early results and drill much deeper.

# # #

One of the many sites used by Planet Antares has apparently been hijacked by its previous webmaster. The writer, listed as Chris, lays out how his view about how the company managed its Internet reputation on this page:

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Don’t let your guard down because of impressive show

Ours was a love that didn’t go beyond a day. Planet Antares, a California company, mailed an invitation to my home urging me to attend a “Home-Based Business and Franchise Conference” at a Fort Worth hotel.

I signed up by phone, even though I had no idea about the nature of the business involved. Received a ticket with my name on it, a conference badge with my name, and a business card with the word “Owner” next to my name and the company’s logo.

A day before the conference, Planet Antares sent flowers to my home (“Please accept this flower bouquet as my personal welcome”). Yes, indeed, I did feel welcome.

Planet Antares sent Dave Lieber flowers of welcome the night before he was kicked out of their hotel seminar.

The next day, in a conference room with 45 others at the Sheraton Fort Worth, I listened to a two-hour presentation. A half-hour into the presentation, I learned that the business opportunity involved buying a vending machine franchise and placing the machines — “Office Deli Refreshment Centers” — in office buildings.

When the presenter unveiled the gleaming silver machine, I was impressed enough to take out my camera and snap a photo.

The Office Deli Refreshmen Center

The man assigned as my “financial consultant” rushed over and asked me who I was. When I told him I write for the Star-Telegram and had been invited, he said, “Get your things.”

He walked me out the hotel front door and told the valet parking attendant that I was not allowed back in. If he saw me again, he said he would call the police.

Yes, our love was over before it began, especially after a lawyer sent me an e-mail with the subject line: “URGENT — PUBLICATION WARNING!”

For a long time, I’ve wanted to attend a hotel seminar where you get offered the business chance of a lifetime, but I wanted one where I was invited. Even though my stay ended prematurely, I learned about how we can research these businesses before investing.

The presenter said that Planet Antares is the “largest, most successful provider of business opportunities” in the U.S., Canada and Latin America, with more than a half-billion dollars in sales.

The company’s offer, she said, is “the best business opportunity in the world today.” She smiled and added, “It really is all about family.”

During her talk, the presenter gave fine-print clues that could point potential customers on where to research before making a final decision.

At one point, for example, she read a disclosure statement that the company had once paid a “$1 million regulatory penalty payment.”

“We were quite upset about that,” she said.

Another clue: When giving us names and phone numbers to call for referrals from satisfied customers, she said the clients were getting paid to be helpful in the phone calls. She also disclosed that no one related to the company is allowed to make projections about potential income or earnings.

Before making any investment, a first step is to carefully read the contract and share its contents with trusted advisers.

There was more information about the company in its contract. One lengthy paragraph disclosed that the company agreed to pay a total of $300,000 to former customers to settle lawsuits. But many large companies have had lawsuit settlements, so it may be hard to evaluate the significance of that information.

An Internet search may shed more light. The first site I checked, the Better Business Bureau, gives Planet Antares a B- rating with 40 complaints in the past three years. A summary said some distributors complained that the company misled them on the profit potential and the ability to place machines in profitable locations.

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Later, on the Federal Trade Commission website — ftc.gov — I found more information about the penalty the presenter mentioned. A 1996 news release disclosed that the $1 million penalty paid by the company, then known as Antares Corp., was used by the government to return money to some customers who had complained about the company’s tactics.

The 14-year-old fine, the FTC stated, was for “charges of misrepresenting, among other things, the potential earnings of prospective distributors and using shills as references.” The federal agency describes shills as phony references, where customers may not realize that they are paid to talk about the financial success.

I remembered that the presenter did disclose to the audience that the references were paid.

Planet Antares, based in Culver City, Calif., is owned by Dana Bashor. I wanted to talk with company representatives, so last week I requested an interview with Bashor. At first, I was told by a company staffer that the only person able to talk with me was a company sales manager, who would not be available until the next week.

Later, Doug Mirell, an attorney representing the company, contacted me to say that no one would talk with me because, he said, I was a trespasser and that the company would have no other comment.

While doing a general search for Planet Antares, I found something unexpected. The company has created many business-related blogs that offer positive advice. Of course, this also allows the company to dominate its search engine rankings with its own content.

Its blogs contain headlines such as “Improving Work Ethics in the Workplace” and “Planet Antares Scam Alert on Vending Machine Frauds.”

For example, one post states, “Planet Antares is providing tips and alerts to vending operators for safe vending. Follow them and stay away from scams for profitable vending business.”

Amid the company’s own postings, I found only two active consumer review websites with feedback about the company.

TrustLink Community, affiliated with the BBB, displays these recent comments from unnamed writers: “We are $28K in debt for two machines that are making nothing like the amount of money we were assured they would make,” one writes.

“My poor friend bought five of these machines, Only one of them after six months has been placed,” another writes.

A third: “After getting fed up, I wanted to return the machines, and they did not allow me to do so.”

On the same post, there were three other comments promoting the company’s position. Each was written in a similar style and ended with an upbeat statement:

“We just have to go out and find them and work to open them and enjoy every minute of it.”

“This business is the centerpiece around which our family has grown closer together.”

“For me, this is my mom’s retirement.”

On another consumer website — 800notes, Directory of Unknown Callers — posters track the company’s business conferences at various cities across the U.S. — from Pennsylvania to Florida, California, Alabama, Indiana, Hawaii and Texas.

In Fort Worth, as I was escorted out of the hotel that day, a Planet Antares employee who wouldn’t give his name explained: “We have to be careful. We’ve got competition. They’re out there for our information.”

As we should be, too, before making any investments.

Visit Watchdog Nation HeadquartersDave Lieber's Watchdog Nation: Bite Back When Businesses and Scammers Do You Wrong

Like Watchdog Nation on Facebook

Watch Watchdog Nation on YouTube

Twitter @DaveLieber

Dave Lieber, The Watchdog columnist for The Fort Worth Star-Telegram, is the founder of Watchdog Nation. The new edition of his book, Dave Lieber’s Watchdog Nation: Bite Back When Businesses and Scammers Do You Wrong, is available in hardcover, as a CD audio book, ebook and hey, what else do you need. Visit our store. Now revised and expanded, the book won two national book awards in 2009 for social change. Twitter @DaveLieber

AVAILABLE IN HARDCOVER, ON ITUNES (AUDIO), KINDLE AND IPAD