Same here I run a regional HVAC service and saw a bad review pop up last year. It stung, especially because we really try to go above and beyond. But I replied calmly and offered to make it right. That one comment ended up bringing in two new customers who said they saw how we handled it, https://www.pissedconsumer.com/ can be a pain, but if you respond thoughtfully, it actually works in your favor.