There are a hundred places where potential clients can look up a business and see reviews about the experience of dealing with that company. It is right there under the business name on Google and Facebook for all to see.
For business owners, this can be a daunting prospect! In the old days, the only sort of reviews you had to worry about was word of mouth, which can be harmful enough, now you have people broadcasting their thoughts to the masses! The internet in a lot of ways has become a megaphone for bad experiences.