How reviews work
Anyone with an account can review a business they dealt with. A rating on a business page is nothing more than the arithmetic of the reviews it received — there is no editorial thumb on the scale and no paid placement in it. A business can claim its page and reply publicly; that reply shows as an official response beside the review, never in place of it. Reviews that break the guidelines are removed, not quietly rewritten, and a review's edit history stays visible so a changed opinion can be read as one.