Are existing customer calls disputable in Google Local Services Ads (LSA)?

Usually, yes. If the caller is an existing customer or the call is not a new job inquiry, it is commonly disputable under Google LSA lead rules.

What types of calls are commonly disputable LSA leads?

Existing customers calling about an active or past project, callers asking for a specific employee or project manager, scheduling changes, warranty questions, follow-ups, wrong numbers, and unrelated service calls.

What calls are not disputable in LSA?

New callers asking about pricing, timelines, or availability, first-time callers requesting estimates or inspections, and calls where the intent is clearly a new job even if they already found you elsewhere.

How do you dispute an LSA lead?

Log into Google Local Services, open the specific call lead, choose Dispute lead, select a reason such as Existing customer or Not a new job inquiry, and add a short note explaining why.

How long does Google take to review LSA disputes?

Often within a few days. If approved, the disputed amount is credited back to your LSA balance.

Google Local Services Ads guide

Disputing Google LSA Leads (Calls): What Counts, What Does Not, and What to Do Next

If you are hearing calls from current customers asking for a project manager, scheduling changes, or follow-ups, those are often valid disputes because they are not new job inquiries.

Jump to the dispute steps Read the quick FAQ

How LSA works in plain terms

Google LSA is designed to charge for new potential customers looking for services. Calls that are clearly not a new job inquiry are often not billable and may be disputable.

Billable: new job inquiry Disputable: not a new job Best practice: listen to calls

Bottom line

Reviewing calls is exactly how you protect spend. Early on, it is normal to see existing-customer calls. Disputing the right ones is part of managing LSA properly, especially in the first few months.

Simple rule: If it is not a new customer looking for a new job, it is commonly worth disputing.

Commonly disputable LSA calls

Existing customers calling about an active or past project
Customers asking for a specific employee or project manager
Scheduling changes, warranty questions, or general follow-up
Wrong number or unrelated service call
Internal transfers or non-sales calls

Not disputable

New callers asking about pricing, timelines, or availability
First-time callers requesting estimates or inspections
Calls where the intent is clearly a new job, even if they found you elsewhere

What to do next (step-by-step)

Log into Google Local Services.
Open the specific call lead.
Choose Dispute lead (when available).
Select the reason like Existing customer or Not a new job inquiry.
Add a short note. Example: Caller was an existing customer asking to speak with their project manager regarding an ongoing project.

What to expect: Google often reviews disputes within a few days. If approved, the charge is credited back to your LSA balance.

Quick FAQ

Are calls from existing customers usually disputable?

Usually, yes. If the call is clearly an existing customer or not a new job inquiry, it is commonly valid to dispute.

Why am I getting so many existing-customer calls early on?

This is normal at the start. LSA often generates some existing-customer calls early while Google learns who converts into real jobs.

What if the only option is to rate the lead and I do not see “Dispute”?

If “Dispute” is not available, rate the lead accurately and document it internally (date, caller, why it was not a new job). Dispute options can vary by lead status or how Google classified the call. Keeping a simple log helps you spot patterns.

What should I say to my team or office manager?

“Reviewing calls is the job. If the caller is an existing customer or it is not a new job inquiry, we should dispute it when possible. This is normal early on and protects spend.”