Sometimes clients just don’t believe that there are certain things about local SEO that have no answers. For example, how to correct listing problems in Google. So here for your edification is what someone else in the business has said succinctly;
I suspect that there are unpublished guidelines, too, that are not visible to us. Some of them eventually make it onto the list we can all see, but in the meantime, we just have to guess at what may or may not be acceptable now or in the future. To confuse matters more, Google sometimes leaves old, but undated information up on its pages, so you’re not really sure if what you’re reading is currently applicable or not. from Local U
If you are the DIY SEO type, don’t forget to read Guidelines for representing your business on Google