A year of excuses and no accountability

Luxury is a promise, and Mercedes-Benz is failing to keep it where it counts: service. Over the past year I have been passed around, apologised to, and promised callbacks that never came. Twice in the last week I was told a manager would phone me. Nobody did. I escalated to head office more than a month ago and I am still waiting for a single response. When something goes wrong, a premium brand should own it quickly and personally. Instead I was left to chase, repeat myself, and absorb the cost and disruption of problems I did not cause. Even a routine visit turned into another inconvenience, with no regard for the fact that I run my own business and can't afford days without my car. You can charge a premium for the badge, but you cannot charge a premium for this level of service. Communication, accountability and basic follow-through are not optional extras. One star, and that is only because the platform won't let me give zero.

If I ever buy a Mercedes Benz ever again it will be thanks to Motus Bryanston and the management at Mercedes Benz South Africa. What a horrible experience.