Bad customer service

I would like to share a bad customer service experience with Mercedes Benz. On the 3rd of June I booked my car in for the replacement of brake pads since they were making noise and in my experience the sound of that noise is a sign of worn brake pads. The service advisor from Mercedes Benz informed me that the only changed the brake disk since the brake pads are still thick, which left me puzzled because in the past Mercedes Benz would never change the brake disk without changing the brake pads too. I then said to the service advisor, the noise which is coming to wheels is a sign of worn brake pads and I am driving from Pretoria to Durban in the next 2 days I need this car in a good condition and the service advisor assured me that my brake pads are still in good condition. On the 13th of July the brake pads warning sign switched on informing me to check brake pads wear on the brake pads I was assured are still thick. I then phoned Mercedes Benz and requested the service advisor who assisted me but unfortunately he was on leave. I went to the Mercedes Benz personally to complain and I was given a very ridiculous excuse of according to their policy they are not allowed to change the brake pads until the warning sign comes on, meaning they were aware that the brake pads were worn and did not replace them but mislead me instead. The gentleman suggested that I can bring the car in the following day but the problem now is the car just went out of maintenance plan and when I reported the issue the car was still within the maintenance plan. My car was on 96552km when I took in for replacement of brake pads and now it just went over 100000km and I was expected to pay for and problem I took in while the car was still on Maintenance plan.

I believe this new policy is for cost saving and cost saving at the expense of the safety of their customers. I am very disappointed at Mercedes Benz Menlyn because they compromised my safety by letting me drive my car with worn brake pads even though I complained over and over concerning them.