Terrible service from Mercedes

I would like to make a complaint about Mercedes Benz and Mercedes Benz Constania Kloof. I hit a pothole yesterday afternoon and called Mercedes assist to help which they told they needed to send a tow truck to tow the vehicle to the nearest Mercedes branch which was Constania kloof. When the vehicle got there was not notified that they received it. Until I asked the lady from Mercedes assist when she called to check if they fetched the car. This morning it was almost 10 am when i had to call Mercedes Assist again to find out if I must call the branch or will they call me. So she said she will check with them and get back to me. Then only did I get a call from Kelly at Mercedes Constania kloof and she asked what was wrong with the vehicle she then said it take 48 hours for them to book the car in to check what is wrong so I told her it is only for a tyre she then said that she will book it in but the technician will only see to the vehicle once all the other cars booked in for the day gets seen to 1st, so I then asked her does this look like a possibility that i wont get my car back today she said yes as it is a standard procedure that if the cars in with towing it take 48 hours to assess which for me does not make sense if it is only for a tyre. So I did say to her to please call my husband and tell what she said so we can maybe see what other plan we can do. So 1st we tried called the branch to speak to the dealer principle but he is always in a meeting. We was put through to the workshop manager I think but he was also busy and was told he will call back. So my husband went in himself to find out what its going to cost and get this done asap otherwise we would have had to wait till Tuesday or longer for tyre to be replaced. He gets there and finds out they are understaffed and that the technician that sorts the tyres or something is not there and they don't have any tyres in stock. So they said that my husband can go to HiQ across the road and get them to come and fit the tyre there which they normally don't do but will allow it this time. he had to walk across the road to do all of this and get the HiQ technician to come and fit the tyre at Mercedes. This is the type of service we are now getting from a high end brand like Mercedes