Bobby Layman Cadillac Gmc, Inc.

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OPEN NOW - Closes at 6:00pm

With transmission issues in drive and in reverse, my brand new Cadillac had to be towed to Bobby Layman and the Service Manager would not give me a loaner vehicle that day. Instead I had to wait two days to obtain and could not drive to work. I was told there was only one certified mechanic to work on my vehicle and that there were two vehicles ahead of me. That was not all that concerning. I called back later in the week and the Service Manager said they should be able to look at by next Wednesday. He then said, 'Don't call me. I will call you.' That is not a good customer response. Next Wednesday, No call from Service Manager. Then Thursday no call from Service Manager. This is after having my vehicle for 10 days. Late Thursday evening I called the Service Mgr and he now said there are four vehicles ahead of me and it will be another 11 days before the vehicle may be done. Not the Customer Service and Excellence I was expecting from a Cadillac Dealer. I had the vehicle towed to a different Cadillac Dealer!

As my interest in the potential of buying a GMC Terrain increased, I decided to look around the Lancaster area. I emailed them twice from Cars.com and twice from their website. No personal response at all. I also stopped in one night. Walked around the lot looking at the Terrains, and they had a lot of them. Then I went in and stood at the front for a while. There was no one at the front desk. I looked at their informational booklet and stood some more. The staff was just talking amongst themselves in an office in the back. Saw some people coming in and out of the side door, and I'm pretty sure they saw me. Still no one came up to help me. So I went back out and looked a few more times, also sat in a few unlocked ones to get an idea if it fit me and I liked the car. STILL no help. Mind you this was around 5:30-6:00 pm and they were definitely open.



Sure, I could have asked someone for help. Sure, I could have gone back to the office and asked. But no one greeting me once I walked into the door pretty much said it all for their customer service. They were open, and they didn't even have a sales staff ready to greet people. This is straight garbage for customer service, and they won't be getting my business. I'll be buying a Jeep instead.



And in case they actually read this, I hope they know that Bob Boyd, Taylor, and Buckeye ALL had multiple people greet me when I walked in. And I went to them the same night, AFTER I had been to Layman. Very disappointed in a dealership that has a strong presence around Central Ohio.

Brought my Cadillac srx here for recall check. Great service and they washed it