Hahaha love this.
But i will wait to hear back from the lawyer i contacted. If it comes down to removing the post, i will. I guess you could just call me stubborn for not wanting to due to wanting the true colors of this company being shown. It never should have escalated to the point it has.
Most companies operate knowing they are not going to please everyone all of the time, although that is certainly a goal. A company that escapes consumer criticism of some sort will be the exception rather than the rule. Rarely, however, will legitimate criticism from consumers harm the reputation of the company to the point where it can no longer operate effectively.
A company's reputation depends not only on consumer satisfaction but also on how the company responds to consumer complaints.
You have run across a company that has apparently responded poorly. If what you wrote was not defamatory (and, again, you will want to make sure that nothing you wrote stated or implied something false about the company), the company could easily have injured its own reputation. I agree with you that the company should never have escalated your customer service complaint to the extent that it has.
Your current plan seems a good one. Good luck.