If you have your landlord call the plumber and pay for the plumber and you expect that to happen faster than you could do it yourself(because you are working your own job), then it’s hard to argue that is not a value-added service.
If you break the toilet and now consider the property unlivable, due to a broken toilet, that isn’t the landlord’s fault nor the fault of the toilet. It’s your fault.
Accidents happen and your landlord should be cool about it, but it’s still your own accident.
None of this applies to natural causes like environmental damage, of course, but a lot of what happens to rental properties is caused by tenants.
A lot of the work they do is aimed at thwarting the business models of cyber criminals, scam sites, etc.
Their reviews are probably from the people who had a good thing going using bots to scrape PII or take advantage of free trials/free tier SaaS products but were suddenly put out of business by cloudflares captcha tools.