Agent handling situation like a director

I booked a health scan and viewing of the cellquicken machine for me and my husband, as well as my mother at her home through the company call center after a agent had visited my sister. She was very impressed and told us that they have a wonderful machine and there is hope for our conditons (diabetes, heart problems). Reluctantly I booked the two appointments and after the agent never pitching for our appointment, I let it go. On Monday I spoke to my mother and her agent didn't pitch either!!!! Very upset I phoned my sister and told her what happened, the agent even kept killing the call when I phoned her. The next day her agent Hugo phoned me after speaking to her, made new appointments with both me and my mother, offered the analysis for free as a way to apologize on behalf of the company and was even nice enough to return again today to speak to my husband as well, he even emailed me online articles about rife machines and we will be buying one in January when my husband's provident fund pays out. But I doubt, even with wanting it, that we would have agreed to buy if Hugo hadn't handeled the situatiion the way he did. Can't believe he was just an agent, thank you!!! Maria