unable to handle customer complaints professional

Took my car in to be serviced which I bought in Nelspruit , I was then loaned a courtesy car which I happend to accidentaly lock thekeys inside , I then asked my fiance to call the branch and notify the manager, in an hrs time the manager phoned who is Jerry Mogashoa and asked what happened and I explained to him but he told me it's impossible and he went on and asked me what I was gonna do and I said I don't know that's why I reported it cause in my views is that they might have spare keys, he then asked me who did I report to? I then asked if he did not get a report because that was the reason he called he kept on asking who I reported to I then lost it and hanged the phone and he later send me an sms telling me how h can't handle attitude customers and all I have to do is phone lock smith to come and unlock on my own expense and all he want's it's his car sorted , I mean this was not explained prior when I signed for the loan vehicle,and he's main problem is that I did not buy the car from his branch but it is the same company, so I wonder if this is how they are trained to send customers messages that expose their level of competence in this way.