Somehow I get the feeling these people were just trying to beat up the big guy.
Well, this was an extreme incident, so it's normal it elicits extreme reactions. I would like to know how many of the 28,000 (inclunding ") results would NOT be considered as extreme. If they had searched for 09-11, they would ceertainely have found even more extreme views, just more in line with their own (except if the authors/searchers were arabs or muslims). It's all a question of point of view.
Plus, it's a known fact the web easily falls to conspiracy theories and the like. FBI bashing being one of the favourite subjects, so it makes sense the most linked-to pages are negative.
The point is that Google has no influence on the views reflected by a site. It is not a human driven directory where the content of sites can be judged and ranked accordingly. The ranking just (or mostly) tells us how many other people found some information useful enough to link to it.
For many of those it's not a great loss. I believe the most influential, important books will eventually end up on the web, if they are not already. Plus, if you search for a book, chance is quite consequent you qill be led to an online book store that will sell you that book. And if some people forget that books exist just because there is Google, well, sorry but let librarians and book sellers do their jobs. Better occupation than blaming other people (companies) who do theirs well.
I have the feeling the guy is looking for an excuse. If you look at the page, you will see that the only text content of the home page (apart from the title) is 'Website by ...'. The rest is just images, JS and CSS. Now does that show the guy's knowledge of SEO? And the link.all search at alltheweb gives no result... So again, stop complaining and start doing your homework!
Now we here know that Google (or at least some of the employees) DO listen. And we also might remember that Google was criticized because it DID respond to 'suggestions', e.g. by banning right-wing extremist sites from the German results.
Google is not perfect and whoever believes it is should remember that although it is largely automated, it was still built by humans, who are not known for perfection.
Sorry, this has turned into something of a rant, but I just hate it when people blame their own insufficiencies on scapegoats.