Mercedes-Benz South Africa
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Mercedes-Benz South Africa is facing severe customer dissatisfaction across nearly every dimension of ownership. Customers describe persistent vehicle faults, unresolved warranty disputes, dishonest dealer communication, and an unresponsive head office. While isolated handover experiences receive praise, the dominant sentiment is frustration with a premium brand failing to deliver premium accountability, communication, or service quality.
TrustIndex
2
NPS Score
-90
Recommended: Unlikely
Sep '25 - Aug '26
Based on recent customer reviews, Mercedes-Benz South Africa is facing significant customer experience challenges across nearly every touchpoint. Owners describe recurring vehicle faults, unresolved service complaints, poor communication from dealerships and head office, and a perceived erosion of the premium brand promise. Isolated positive experiences exist with named consultants, but the dominant narrative is frustration with accountability, aftercare, and technical resolution.
The most common complaint about Mercedes-Benz South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Aftercare. Customers report ghosted complaints, ignored emails to head office, unanswered phones at dealerships, and reference numbers that lead nowhere. MBFS and customer care are repeatedly cited for failing to call back, escalate, or take ownership of unresolved matters.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2012
I am in the process of arranging grounding of my vehicle as it approaches the end of its lease term. After following their process of inspection, I have attempted several attempts to make contact with someone at their Sandton Branch to make the necessary arrangements. After multiple calls and being given a run around, I'm told to call a gentleman called Phoketso at Mercedes Bryanston in JHB. After explaining the reason for my call and that I would prefer to bring the vehicle in on Friday the 29th May for grounding, Phoketso in quite an unhelpful tone, informs me that it will be the month end and he is busy with sales!!!! This is the attitude to a consumer who is returning their third mercedes vehicle ... that I must work to HIS CONVENIENCE! Furthermore, the assistant takes on an almost hostile tone and to insinuate that I must work to suit his times/dates. I don't understand how this works that a customer of Mercedes must pander to the convenience of the staff that are supposed to be of assistance. If I was on the fence to purchase a fourth mercedes, this definitely ends that notion! Mercedes you have disappointed for the last time ... between poor quality on your vehicles and egregious service from the likes of your staff like Phoketso ... you will no longer be on my radar in terms of vehicle considerations.
1 reviews | Active since May 2012
I am in the process of arranging grounding of my vehicle as it approaches the end of its lease term. After following their process of inspection, I have attempted several attempts to make contact with someone at their Sandton Branch to make the necessary arrangements. After multiple calls and being given a run around, I'm told to call a gentleman called Phoketso at Mercedes Bryanston in JHB. After explaining the reason for my call and that I would prefer to bring the vehicle in on Friday the 29th May for grounding, Phoketso in quite an unhelpful tone, informs me that it will be the month end and he is busy with sales!!!! This is the attitude to a consumer who is returning their third mercedes vehicle ... that I must work to HIS CONVENIENCE! Furthermore, the assistant takes on an almost hostile tone and to insinuate that I must work to suit his times/dates. I don't understand how this works that a customer of Mercedes must pander to the convenience of the staff that are supposed to be of assistance. If I was on the fence to purchase a fourth mercedes, this definitely ends that notion! Mercedes you have disappointed for the last time ... between poor quality on your vehicles and egregious service from the likes of your staff like Phoketso ... you will no longer be on my radar in terms of vehicle considerations.
1 reviews | Active since Jul 2014
Your Bedfordview branch’s service is extremely disappointing, and something urgently needs to be addressed. The branch is being run in a highly unprofessional manner. The 4 of us who were there this morning were all so frustrated. Justin, in particular, has been very difficult to deal with. He does not provide updates unless repeatedly contacted, is constantly unavailable when called, and fails to return messages left for him. The only way to eventually reach him is by holding on for extended periods to be transferred. I contacted him yesterday to confirm that I would be collecting my vehicle this morning, and he advised me to arrive after 09h00. I arrived at 09h00 as instructed, only to find that my vehicle was still not ready. No explanation or communication was provided, despite the inconvenience caused, especially considering that I had other appointments scheduled thereafter. After waiting for approximately 40 minutes, he eventually handed me the keys and simply stated that the car was outside. He did not bother accompanying me to the vehicle or even indicating where it was parked. I had to search for the vehicle myself and ask other staff members for assistance. The overall experience was unacceptable and, quite frankly, appalling.
1 reviews | Active since Jul 2014
Your Bedfordview branch’s service is extremely disappointing, and something urgently needs to be addressed. The branch is being run in a highly unprofessional manner. The 4 of us who were there this morning were all so frustrated. Justin, in particular, has been very difficult to deal with. He does not provide updates unless repeatedly contacted, is constantly unavailable when called, and fails to return messages left for him. The only way to eventually reach him is by holding on for extended periods to be transferred. I contacted him yesterday to confirm that I would be collecting my vehicle this morning, and he advised me to arrive after 09h00. I arrived at 09h00 as instructed, only to find that my vehicle was still not ready. No explanation or communication was provided, despite the inconvenience caused, especially considering that I had other appointments scheduled thereafter. After waiting for approximately 40 minutes, he eventually handed me the keys and simply stated that the car was outside. He did not bother accompanying me to the vehicle or even indicating where it was parked. I had to search for the vehicle myself and ask other staff members for assistance. The overall experience was unacceptable and, quite frankly, appalling.
1 reviews | Active since Nov 2021
Came in since my spare tyre valve was faulty and NO tyre place can replace it so I was told to come through to the dealership. The staff are an absolute nightmare Firstly, there was a power outage and generators had kicked in, only to be directed by three people to a room for the person in charge of parts who isn’t at work at the moment Sitting and waiting with everyone walking passed on their cellphones watching videos , only to be ignored Asked a fourth person if the guy will be here only to be told the system is offline so I said then I’d rather leave only to be told “five minutes will not kill you mam I’m only trying to help” I’ve been waiting in the branch for about 15-20 minutes being ignored by the employees Utterly useless and condescending
1 reviews | Active since Nov 2021
Came in since my spare tyre valve was faulty and NO tyre place can replace it so I was told to come through to the dealership. The staff are an absolute nightmare Firstly, there was a power outage and generators had kicked in, only to be directed by three people to a room for the person in charge of parts who isn’t at work at the moment Sitting and waiting with everyone walking passed on their cellphones watching videos , only to be ignored Asked a fourth person if the guy will be here only to be told the system is offline so I said then I’d rather leave only to be told “five minutes will not kill you mam I’m only trying to help” I’ve been waiting in the branch for about 15-20 minutes being ignored by the employees Utterly useless and condescending
1 reviews | Active since May 2026
The rivonia branch is actually the worst branch to take your car to. I took my car in over 5 times for the same issue and till today even after they claimed to purchase a new speaker my car still has the same issue. The service advisor and technician **** to me that it was repaired I even made her listen to it and we both heard the noise, after calling the senior technician I was told it’s because my car is a lower model absolute nonsense. Their customer care has been diabolic !
1 reviews | Active since May 2026
The rivonia branch is actually the worst branch to take your car to. I took my car in over 5 times for the same issue and till today even after they claimed to purchase a new speaker my car still has the same issue. The service advisor and technician **** to me that it was repaired I even made her listen to it and we both heard the noise, after calling the senior technician I was told it’s because my car is a lower model absolute nonsense. Their customer care has been diabolic !
1 reviews | Active since Apr 2026
have a concern regarding the manner in which Mercedes-Benz South Africa is handling customer complaints. It appears that responses are largely based on workshop reports alone, without a proper physical inspection or independent technical investigation of the actual vehicle condition and failed components.
1 reviews | Active since Apr 2026
have a concern regarding the manner in which Mercedes-Benz South Africa is handling customer complaints. It appears that responses are largely based on workshop reports alone, without a proper physical inspection or independent technical investigation of the actual vehicle condition and failed components.
1 reviews | Active since Dec 2021
Campaign to Help Restore Brand Mercedes Benz - My latest experience with the after sales support has been horrible compared to the early years. Mercedes Benz Bryanston has deteriorated in quality of service. I have a reference number from Mercedes Benz to back it up: Reference ***1. My problem started when I booked in my car for service on the 17th March 2026. I received a confirmation in black and white, something that we have gotten accustomed to, from Mercedes Benz of the appointment and the 2 specific requests to (1-) service the car and (2-) restore 12V power to the cigarette lighter port. To my surprise the Mercedes Benz Bryanston service advisor (Lee) told me that they did not have the service request on their system despite it having originated from Mercedes Benz. So I immediately forwarded them their own email that had originated from Mercedes Benz which confirmed the booking schedule. She apologised and manually created a job sheet for my car. That was Red Flag No 1. At the end of the day Lee phoned me to come pick up the car and that both maintenance requests had successfully been addressed. I took the car home only to find that the second request on the manual job card was not done. I phoned Lee and again she apologised and said she had ordered the replacement part but forgot to tell me when I came in to collect the car. That Red Flag No 2. Unsatisfactory answer, but I chose to ignore that. So she rebooked my car in for the 9th April 2026 and requested that a campaign to replace the passenger airbag be done on the same day. I obliged. So once more, I took in the car in the morning of the 9th April and throughout the day Lee would phone me to update me everything was going according to schedule, fine. But wait for this. When Lee eventually called me to come fetch the car around 4:00PM and that the work orders had both been completed successfully it turned out that absolutely nothing had been done. So they received my car around 7:00AM, parked it the whole day and just gave it a wash and phoned me around 4:00PM to come fetch it. What a disgrace! I found out that this is what had happened when I took the car home and discovered the 12V port wasn’t fixed, phoned the dealer principal Louis Prinsloo, who told me there was not even a job card done for my car. He apologised. So everything that was told to me was BIG LIES from a reputable brand like Mercedes Benz and Louis apologised and asked me to bring the car again on Tuesday the 21st April and that he would personally take responsibility for it and promised to sort out the 12V port issue and carry out the airbag campaign as advised by Mercedes Benz. Louis even assured me that he had secured a replacement 12V port from Mercedes Benz in Eastgate. A guy called Igbal, the Workshop Manager followed up on this and took in the car as scheduled on the 21st April and guess what? Igbal did the campaign the whole day on the 21stand phoned me to come pick up the car this morning, the 22nd April 2026. He went on further to assure me that the workshop had managed to successfully replace the 12V port and carried out the airbag campaign, that he himself had physically done an inspection of the works. But guess what? I just came back from picking up my car from Mercedes Benz Bryanston and the 12V port was not done. At this stage I cannot even vouch for the replacement of the airbag and whether it was done or not. I think it’s all LIES. The LIES that I have had to endure with Mercedes Benz Bryanston over a 4-week period have made me realise just how bad things have deteriorated at Mercedes Benz. I have been a loyal Mercedes Benz Customer for over a decade but my latest experiences have made me to rethink. So here I’m calling out for “Save the Brand Mercedes Campaign”. Someone out there who is passionate about brand Mercedes Benz please join me on this campaign to save the brand. The car itself is an absolute charm to drive around but the people servicing our Mercedes Benz lately have been **********, with pure LIES some of which I couldn’t include in one complaint, something so disrespectful. It’s OK to not have a replacement spare part in the workshop at the time of a booking but to go on and LIE about things is very unprofessional and extremely disappointing from Mercedes Benz, to say the least. Why? Why? Why? I ask. This is the worst experience I’ve experienced over a very short time concerning a very expensive machine from Mercedes Benz. What a disgrace!
1 reviews | Active since Dec 2021
Campaign to Help Restore Brand Mercedes Benz - My latest experience with the after sales support has been horrible compared to the early years. Mercedes Benz Bryanston has deteriorated in quality of service. I have a reference number from Mercedes Benz to back it up: Reference ***1. My problem started when I booked in my car for service on the 17th March 2026. I received a confirmation in black and white, something that we have gotten accustomed to, from Mercedes Benz of the appointment and the 2 specific requests to (1-) service the car and (2-) restore 12V power to the cigarette lighter port. To my surprise the Mercedes Benz Bryanston service advisor (Lee) told me that they did not have the service request on their system despite it having originated from Mercedes Benz. So I immediately forwarded them their own email that had originated from Mercedes Benz which confirmed the booking schedule. She apologised and manually created a job sheet for my car. That was Red Flag No 1. At the end of the day Lee phoned me to come pick up the car and that both maintenance requests had successfully been addressed. I took the car home only to find that the second request on the manual job card was not done. I phoned Lee and again she apologised and said she had ordered the replacement part but forgot to tell me when I came in to collect the car. That Red Flag No 2. Unsatisfactory answer, but I chose to ignore that. So she rebooked my car in for the 9th April 2026 and requested that a campaign to replace the passenger airbag be done on the same day. I obliged. So once more, I took in the car in the morning of the 9th April and throughout the day Lee would phone me to update me everything was going according to schedule, fine. But wait for this. When Lee eventually called me to come fetch the car around 4:00PM and that the work orders had both been completed successfully it turned out that absolutely nothing had been done. So they received my car around 7:00AM, parked it the whole day and just gave it a wash and phoned me around 4:00PM to come fetch it. What a disgrace! I found out that this is what had happened when I took the car home and discovered the 12V port wasn’t fixed, phoned the dealer principal Louis Prinsloo, who told me there was not even a job card done for my car. He apologised. So everything that was told to me was BIG LIES from a reputable brand like Mercedes Benz and Louis apologised and asked me to bring the car again on Tuesday the 21st April and that he would personally take responsibility for it and promised to sort out the 12V port issue and carry out the airbag campaign as advised by Mercedes Benz. Louis even assured me that he had secured a replacement 12V port from Mercedes Benz in Eastgate. A guy called Igbal, the Workshop Manager followed up on this and took in the car as scheduled on the 21st April and guess what? Igbal did the campaign the whole day on the 21stand phoned me to come pick up the car this morning, the 22nd April 2026. He went on further to assure me that the workshop had managed to successfully replace the 12V port and carried out the airbag campaign, that he himself had physically done an inspection of the works. But guess what? I just came back from picking up my car from Mercedes Benz Bryanston and the 12V port was not done. At this stage I cannot even vouch for the replacement of the airbag and whether it was done or not. I think it’s all LIES. The LIES that I have had to endure with Mercedes Benz Bryanston over a 4-week period have made me realise just how bad things have deteriorated at Mercedes Benz. I have been a loyal Mercedes Benz Customer for over a decade but my latest experiences have made me to rethink. So here I’m calling out for “Save the Brand Mercedes Campaign”. Someone out there who is passionate about brand Mercedes Benz please join me on this campaign to save the brand. The car itself is an absolute charm to drive around but the people servicing our Mercedes Benz lately have been **********, with pure LIES some of which I couldn’t include in one complaint, something so disrespectful. It’s OK to not have a replacement spare part in the workshop at the time of a booking but to go on and LIE about things is very unprofessional and extremely disappointing from Mercedes Benz, to say the least. Why? Why? Why? I ask. This is the worst experience I’ve experienced over a very short time concerning a very expensive machine from Mercedes Benz. What a disgrace!
1 reviews | Active since Mar 2017
Very disappointed with mercedes benz Bedfordview my car has been with them for 3 months and it's a return job it was showing handbrake sign I paid 36k for the issue to be be resolved and it kept popping. I took the car back on my there the car started misfiring and they said it could be spark plugs without doing a diagnostic now the spark plugs and coils have been changed but the car is still misfiring they say they think they think the pistol is damaged but how when you haven't even done a pressure test or do a diagnostic the service manager says they have to strip first that sounds like guess work to me such and expensive car and you doing gues work. Another Customer is also complaining about his GLC at the same dealer it seems to me theybjust charge without knowing what th exact problem is. Mercedes benz bedfordview is really terrible 😢
1 reviews | Active since Mar 2017
Very disappointed with mercedes benz Bedfordview my car has been with them for 3 months and it's a return job it was showing handbrake sign I paid 36k for the issue to be be resolved and it kept popping. I took the car back on my there the car started misfiring and they said it could be spark plugs without doing a diagnostic now the spark plugs and coils have been changed but the car is still misfiring they say they think they think the pistol is damaged but how when you haven't even done a pressure test or do a diagnostic the service manager says they have to strip first that sounds like guess work to me such and expensive car and you doing gues work. Another Customer is also complaining about his GLC at the same dealer it seems to me theybjust charge without knowing what th exact problem is. Mercedes benz bedfordview is really terrible 😢
1 reviews | Active since Sept 2024
I paid around R7000 for a Mac Wheel which i didn't receive instead Mercedes Benz Constantia Kloof service department ordered a wrong wheel. I asked for my refund which I was told would be processed. I sent my bank details but it's been a month no refund. I have bought from another dealership. I have been calling this dealership but they keep dropping me off or giving me a run around. I have read other reviews about this dealership... People complain about terrible service.. . I need my money urgently please!!
1 reviews | Active since Sept 2024
I paid around R7000 for a Mac Wheel which i didn't receive instead Mercedes Benz Constantia Kloof service department ordered a wrong wheel. I asked for my refund which I was told would be processed. I sent my bank details but it's been a month no refund. I have bought from another dealership. I have been calling this dealership but they keep dropping me off or giving me a run around. I have read other reviews about this dealership... People complain about terrible service.. . I need my money urgently please!!
Mercedes-Benz South Africa has a TrustIndex of 2 out of 10 on Hellopeter, based on 62 reviews in the last 12 months. Hellopeter has tracked Mercedes-Benz South Africa across 1,553 total reviews. How is the TrustIndex calculated? →
