Poor communication abilities

I took in my car 17 July for service and asked them they needed to check brakes. I stated that i would wait for car as i was in a hurry. I waited for 2.5 hours in the cold. The place was poorly heated if at ALL. This morning's temperature was under 10 in Pretoria. Doors were left open despite customers in waiting area. Only when i went to get invoice was i told-also only after asking about breaks- that they needed replacement. The quality of staff was so poor they did not even understand why i was upset for not being informed about the breaks This would have meant using my very expensive time AGAIN to replace breaks. If they communicated effectively all could have been done. Shockingly poor service!!!!!!