Why do businesses reply to serious reviews this way?

This post is more of a vent. It is being handled legally. My son just turned 21 so my husband took him out drinking for his 21st birthday and it ended horribly. My son has autism and can be in big crowds. He just usually has to take a break. He went to take a break and I guess he was in an area he wasn't supposed to be in and the security guard was aggressive right off the back. There is a police report and hospital report along with witnesses saying this guard was way overly aggressive because instead of telling my son he couldn't stand there, he yelled at him which caused him to cry and when my husband found him he tried to explain he is on the spectrum and the guard pushed my husband then started dragging my son out of the club and threw him to the ground. It was so bad and many witnesses say the guard was completely in the wrong. His head hit a pole and he had to go to the hospital for a concussion. Neither my husband or son was aggressive. But my husband a review for this place and everything that happened. I don't understand how you can leave a detailed review saying how you were harmed. Abused. Your kid was hospitalized, just for the company to reply "We are very sorry you had this experience! We strive for all our guest blah blah blah blah." I've seen restaurants have more personal responses than this. Why are they leaving stupid generated messages under reviews like this! My son ended his birthday with stitches all because of a security guard will small dick energy and anger issues. Also they my husband emailed the place about everything because those generated comments love to leave emails to reach out to. And we get a gift card....... Again, things are being handled legally. I'm just annoyed right now.

@Katie the point if a review is to let other possible customers know your experience so they can decide if they want to give this place money. I would want to know if I had a chance of being physically assaulted by security at a club for no good reason. Our money was spent there. Regardless on if we are handling it legally my husband had a right to share his experience. That's the point of a review.