Bad communication from service adviser

I own a 2013 Ford Kuga serviced annually by the Barloworld Ford N1 City. I was very satisfied with service received during the recalls for the model in 2015. How things have changed. I booked my car for a service and I reported that the petrol gauge shows empty even with petrol in the tank. I was told that the petrol pump needed replacing and was given a quote for over R6.4k. I made a booking to have the petrol pump replaced. The date they could give me was in three weeks time. During the 3 weeks I received two SMSs reminding me of the booking. When I arrived at the dealer on the day I was told that the part had not been ordered because I had not paid a deposit. NOBODY at any time informed me that a deposit was required before they order the pump. Their process does not work and wasted my time. Their service has slipped and I will not support them in the future.