Brought my CTS in for an emergency repair. The CTS went into limp mode and wouldn't accelerate past 30mph. Concerned that the holidays were here and I had things to get done last minute I was concerned I'd be stuck without a car. Mark, my new service manager, told me that they were busy but he had an idea what the issue might be. He checked me into a loaner vehicle, a new ATS. Kept constant communication with me even if just to say they didn't have time to get to it yet. I enjoyed the loaner car for the weekend. Finished my holiday errands and shopping. Mark called me Monday AM letting me know that my car was going to be diagnosed and he'd call me with report. It turned out to be a special warranty item. The repair was done and Mark updated me on the other items that needed attention based on mileage and observation. While I did not do all the recommended service, there was no haggling, no extra pressure, which I genuinely appreciated. Mark has earned my repeat business for the dealership. Many thanks to Mark for the great experience.