Their customer is the site, not the commentators (or people reporting negative comments)? So dropping an entire site due to a lot of complaints would just hurt

Their customer is the site, not the commentators (or people reporting negative comments)? So dropping an entire site due to a lot of complaints would just hurt their revenue. Also it wouldn't necessarily be fair to the site if there's a lot of trolls and racists etc in the comments through no fault of the site.