Choosing not to engage with unhappy clients is effectively giving them licence to say whatever they want about your business. Replacing or removing Google reviews is possible, but this is a process that you have to be involved in. With hundreds of millions of users writing billions of reviews, there’s no way Google is policing review content by themselves. Business owners are required to initiate the process by flagging fake or inappropriate reviews. More generally, choosing not to engage with unhappy clients sends the message to potential customers that you are disconnected from them. A reviews page where the owner is thanking people for writing good reviews and proactively and constructively responding to bad ones sends the message to potential customers that this is an owner who cares about fostering good relationships.