My experience is like Valerie - I've always contacted them in a professional manner (and ready to provide proof - I got a fake review while I was having surgery. They simply asked me to provide something that could prove on the date in question I could not have been working) and had great results.
About two days ago I checked my profile there to find out some jerk with the handle ROVER1225 had written a bad review on me. I'm not a VIP member there, I couldn't read the entire review, I just read the general details section.
It doesn't matter if you have VIP or not, you can get special access to read your own reviews. I can read 100% of my own reviews and see all of the numbers but I can't see anyone else's.