Company Response: I reached out to Mary on this issue and talked to her a bit for it, and apologized for the poor experience. Let her know there is no pressure to go with us, as it should always be. -Dan C (owner)
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To public reading this:

Mary has an older furnace which we recommended at replacement. The personalities between Evan and James are different, and I think this was a personality clash. James has been to thousands of homes and has a great overall rating with customers.

With the high temperatures this week and storms, he has worked incredibly hard with long days. James' advice can come off matter-of-fact to some people. As a person who knows James, he is definitely NOT trying to sound rude or trying to offend to anyone. He is quite friendly and really involved in helping the rest of our team learn, he is a Good Guy. We do not want any customer upset, but unfortunately we go to enough homes it will happen. Doesn't make it any easier though, and we do genuine hope the customer gives us a shot in the future, but as communicated to her it is her choice and we will respect whatever she wants to do.

Dealing with complaints via review is hard to be personal (which we try to be in all matters). We do wish they would have reached out to us as requested prior to the review so we could have handled this right away, directly.