BB Nissan Polokwane unsatisfactory behaviour

Took my car in for service yesterday, dropped it off at 08:00 as agreed, then they said if there’s anything else they’ll call me. I received a call around 12:30 saying they can’t change brake pads because my service plan didn’t cater for it. I then gave them a policy number that I have that covers for the brake pads. Then I received no communication, so I assumed all was well. I went to the dealership around 14:10 as I wanted to check if they were done so I could go get my son from school. I found my car parked outside and I assumed they were done. Only for them to tell me to wait in the waiting area! For about an hour without any explanation. Then they drove the car to the back, I don’t know what for. Then the lady who was supposedly helping me KIM is her name, brought my keys after I’ve been complaining of waiting without an explanation, then she tells me they didn’t change the brake pads because she didn’t call the MFC to give them the policy number of the policy that covers brakes for me.

I left the dealership around 15:30, car not fully serviced, and Kim was rude. Then I asked to speak to the manager and Kim just said he’s busy and that was it!