Worst customer service at Menlyn branch

Good morning , not sure if this is a good platform to complain about the service I received from Mercedes Benz menlyn branch. On the 23rd of March I had a car breakdown and I tried to call the breakdown call center and it was ringing and no one was picking up. I called the branch I normally do my service with which is menlyn, and they kept telling me to keep calling the breakdown call center. At 11am eventually they said they will send a tow truck. I left with the tow truck to the branch with the intention to complete all the paperwork and when I got there the receptionist by the name of Petronela explained to myself and my husband( over the phone) that I will only get the car on Monday. I was very dissatisfied with that statement because last time I had a tire burst was on a Sunday and I was in a very remote area ; and the issue was resolved within a day.

On the same day, I had been waiting for a shuttle service from 1pm till 5pm. No one cared to help me with any paperwork . On 5pm had received a call that Stephanie will be working on my case and I should receive a call from her.

Since I had not received a call from her , I decided to go to the branch to check on my car. When I get there Stephanie has no idea about my car and all she does is complain about the case number no being on her desk. She told me she will call me back later in the afternoon to find out more details about the car. Stephanie did not call me back in the afternoon instead some random guy called me and gave me a quote on the tire.

I went to the branch again on Tuesday. Stephanie did not know who called me and what the quote on my tire was. I told her I have insurance and I would like to claim on it. She kept saying it would take 2 days and it's a complicated process. To me it did not make sense because I had claimed insurance before at the same branch with my previous maintenance service supervisor Shaun. I explained to her the story and she said she will do the paperwork and call me in the afternoon for update if the claim is approved.

I did not receive the call on the Tuesday afternoon and when I get to the branch Stephanie did not submit my claims to insurance at the time.

TO cut this story short and to give a brief summary. Stephanie only worked on my case when I physically went to the branch. The only time she called me, was when she told me because i did not have a case number, i will have to cover the costs for towing.the statement did not make any sense because i was there, the whole time from 1pm till 5pm.To me she was unprofessional and did not care about customer needs. I took 2 days leave going back and forth to resolve a tire burst.

I only managed to get my car back yesterday on the 28th March. I did not even get an apology from the manager and I had asked for the manager of the branch but Stephanie and her colleagues kept saying he/she was busy with other clients.

There is a reason I bought this car brand and it's because I had thought it provides the best service. After the experience I recently had I don't think I would recommend it to anyone and If I can rate the branch I would rate it 1/10 and it all comes from customer servive and care.