A Service Consultant Hung up on me

LindsaySaker lost my service book on Tuesday. Gilbert had promised to help and he didnt live up to his word. I escalated this to head office and still didnt get help. This morning I call him, greet him, ask him why he hadn't called me. His responce 'Viki do you realize that we are busy. We have a lot of customers.\ To which I said to him that I too am a customer and should get the service I deserve. I asked him if he believes he has treated my situation fairly he responds with "Viki did I maybe ever do something to you that I dont know of because you seem to have a personal vandata against me\"". Then he hung up on me. I call him back 5 minutes later and he acts like oh sorry i was about to call you back the phone died. When I told him that he is on loud speaker and that my colleagues and I are recording the calls he said thats up to me. It was at that point I decided leave before a meeting at work to come address this matter personally at your dealership. """