Many customers use review websites like Google reviews, Yelp, and TripAdvisor to determine whether or not they should patronize a business. And even one bad review can severely hurt a business' ability to attract new customers. Of course, this doesn't mean customers should never leave bad reviews. But they should certainly be honest when they do. Unfortunately, this is often not the case. And some customers will leave a bad review for all the wrong reasons.
But businesses have the right and the ability to respond to negative reviews. And if you're going to lie or exaggerate in a bad review of a business, you should prepare to get publicly called out. Like these people did.