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I'm an IT manager/ admin/salesperson at a smaller store, and I have very mixed feelings about this feature. I have a boneheaded dealership culture, so sometimes people say and do things to customers (not mine) that I don't approve of, and that leads to reviews that I am responsible for "handling".  Some issues you can resolve, make the customer happy, and the review goes away. Some customers are past the point of no return, and even if you do what the dealership should have done in the first place, that review is going to stay up. With my sales hat on, I know that this effects me, because I will have less customers because of a review about one of my co-workers. So I pray to the DealerRater gods and make the review go away. Ask your rep for their policy on removing reviews. Cause I've had some removed here that we straight up deserved. (Employees referenced in review no longer work here.)

So, like I said- I feel it violates the integrity of dealerrater as a review site, but I'm not going to not use the tool my store is paying for.