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Your facebook page has a high number of backlinks from a very small number of domains.  I wonder if the link quality has something to do with it.  Have you dug down into what backlinks are pointed at your facebook page? Also, what about freshness of content on the facebook pages?  Uniqueness of content as well?  This can have quite a big impact I have found. There are so many factors to consider in SEO that the Moz metrics are just that.  A guide that can point you in the right direction.  I quite often outrank competitors despite having vastly lower scores.

Glad to hear it got resolved so quickly! Keep up the good job!

Hey There! I would suggest further researching the hours of operation idea to see if you can find any other reports of similar behavior. Like I said, that idea may be a shot in the dark. I would also make sure there are no issues being surfaced for the site via Google Webmaster tools. Don't forget personalization, too. The computers or devices you are using could be influencing the listing appearing and disappearing for you, but I would be surprised if that was the whole answer. Are you checking on multiple browsers and devices when you see the site disappear after you've seen it appear? It's good that you are seeing positive movement! It's also good that the company has sought legal guidance on this - smart move. And I definitely think the company needs a rep management expert on board to further research the whole issue. Also, check out this blog post: http://moz.com/blog/panic-stations-how-to-handle-an-important-page-disappearing-from-google-case-study I hope the community will weigh in with further suggestions and insights on this.