In my opinion, you can have the best intentions and your business can be completely legitimate and honest, but the way you treat other members who have expressed their doubts, some of which are valid, is completely unacceptable from a business perspective. The first thing you should do is hire a community manager and let someone else handle that part of the work, since you don't seem to have the stomach for it. You may have a good, genuine service, but if you're marketing it poorly, or telling your potential customers a bunch of half-truths, they will get the wrong impression.

The second thing you should do is find out what the people who are venting about your business are trying to tell you. Are they expressing concerns that could be addressed? Are they asking for more information on the subject that you haven't provided? Then take those concerns seriously and address them. It's one thing to shut them down and say that you don't care what they have to say; it's quite another to listen carefully to their suggestions and address their concerns.