German here and a Berlin "native". In Germany, it is common knowledge that Berlin bureaucracy sucks even more so than on average. Part of it has to do with (Western) Berlin's history of being an island receiving a lot of subsidies. Nowadays, after re-unification, it still receives a lot of federal subsidies but for being the new country's capitol. As a consequence, Berlin's public sector is relatively large but not in the relevant branches and also lacking really competent personnel. So while Berlin spends Billions on paying public servants it cannot even maintain its basic public services, sadly.
I bet you would have had a much better experience everywhere else (even in Potsdam, Berlin's neighboring city).