A good review is money in the bank. A bad review can be a problem. Review sites will work with you if there is a bad review that is unfair. Lets say a competitor wanted to hurt your business to drive customers to his business. A series of bad reviews could be the method employed. Sometimes according to sources a business is doing its best to service its customers and is oblivious to how the review sites work. If you want a good result you have to be on top of these technologies. Stay aware and you will be able to turn these reviews into positive business results.