PBS N.
Staff members yelled at me and wouldn’t give me his manager name
I am submitting this complaint because I was extremely disappointed and frustrated by the way I was treated by Jerry Seiner Cadillac employee Hendrick Miller during my recent visit. He has a big Tantrum and unprofessional behavior. I came in with a simple question and wanted the full name of the head technician so I could speak with them regarding software and feature issues with my vehicle. Instead of simply providing the information or explaining how I could contact the appropriate person, Hendrick became visibly angry, raised his voice, and repeatedly questioned why I wanted to speak with the technician. I calmly asked him to stop raising his voice and explained that I was simply trying to get information regarding my vehicle. His response was not professional or appropriate for someone working in customer service. He told me that I should leave and even told me to go sit in the café “where I belong.” He also told me that the manager was in a meeting until 4:00 p.m. and that I would have to wait. What made the situation even more frustrating was that Hendrick refused to provide the technician’s full name. Eventually, he mentioned the names Will and Heather, but when I asked for their last names or a way to contact them, he said he did not know. My original concern was regarding features on my vehicle that appeared to have been removed. Hendrick told me that GM had requested a recall-related change because certain features were supposedly not included when I originally built my vehicle. He also stated that GM can make these changes and does not necessarily tell customers what the recall is about. According to him, camera sensors/features were removed because they were supposedly not part of my package. I will attach the email from GM last week walking me through how to get the camera to work to find out the dealership removed the feature during update. Rather than helping me understand what happened or directing me to someone who could answer my questions, Hendrick continued to argue with me and question why I wanted to speak with the technician. This was confusing and concerning because I have the original documentation from when I built my vehicle with GM in 2023, and the package and features in question are clearly listed in my documentation. At one point, I asked him whether he realized that the camera in the area was recording his behavior. He said he did not care, looked directly at the camera, and waved at it while continuing to insist that he was right. His demeanor was extremely angry, and he appeared visibly upset throughout the interaction. I then told him that I wanted to speak with his manager. He told me the manager was still in a meeting and again told me to leave. Fortunately, the employee sitting nearby provided me with the manager’s business card, which allowed me to obtain the manager’s name and contact information. He also repeatedly emphasized his previous experience working at a Mercedes dealership and how good he was at his job. Unfortunately, based on this interaction, his behavior demonstrated a serious lack of professionalism and customer-service skills. I am providing this feedback because I believe management should review what happened, including the available camera footage, and determine whether this is consistent with the level of customer service expected from your employees. Customers should be able to ask reasonable questions about their vehicles without being yelled at, challenged, dismissed, or told to leave. If Hendrick did not know the technician’s information or did not have authority to provide it, the appropriate response would have been to calmly explain that and help me find the right person—not become angry and argumentative. I hope management takes this complaint seriously and addresses both the customer-service issue and my unanswered concerns regarding the changes made to my vehicle.