It's unfortunate that things like this happen, both with the consumer and the professional.
If you are a big time web review junkie like I am- I ask all customers, ever service (even though review sites won't allow them to leave multiple reviews) to leave me a review on any number of sites (Angies List, Manta, Yelp, Google+, YP, etc...). More and more people check these sites every day for a reputable company and it seems "good" reviews are hard to come by. Either the review sites are blocking reviews due to a "filter" or due to habit or whatever it may be or they're allowing everything to post with the "inability to remove it." There are ways to validate certain aspects of a review and keep spamming or fraudulent reviews from being posted. It all comes down to the mighty $$ and how much you are willing to pay some of these companies to maintain your reviews.
In the case of this video- it seems that some of the accusations (i.e. stolen jewelry) seem a bit far fetched, but other aspects may have been true. He obviously did something to irritate this woman that she blasted him all over the net. Whether it was true or not. I don't think it gives her any right to try to destroy this guy's reputation either. More logical thing to do is work it out with the contractor to get it right before leaving that review.
I had a customer once while working for a national lawn care company call up to say that she was going online to leave a terrible review about my company but her husband told her to call and see if the issue could be resolved. Simple issue, resolved in minutes- saved my company probably the worse internet review (based on what she said she was going to write) we would have probably ever gotten.
This video just brings to light how important it is to maintain a positive view in your customers eyes. We can't (and won't) please everyone- but you should darn sure try your hardest with each and every customer.
