Customer service deteriorating daily

I have been encountering poor customer service lately from MB dealerships , particularly centurion and Montana branch. I have also had my fair share with Mercedes Benz insurance. I am now wondering what is really happening with the brand. The typical problems experienced and still continuing at centurion are as follows, continuous late collections, car not properly cleaned after being serviced, service advisor lack of communication on issues, queries raised. List is endless. The problem experienced at Montana dealership are as follows. I took my car two weeks ago for diagnosis. On the first instance I was informed that no one can assist me as all the technicians are on lunch. I had to come back a day later. The following day I returned and the car was checked. I was informed that they will order a part for the coolant. Today i still have not received any feedback about the part. Now I had to take the car to another dealership this morning. November 2014 a lady reversed on me and damaged my car. I lodged a claim with MB insurance. By March 2015, my claim had not yet been processed. I terminated the insurance. What is happening MBSA with the brand?