Bad service

We took my brother's car to car service city in January 2021 now its July 26 2021 but we still haven't received it back and we keep on getting a lot of stories about things that the car was not brought to get fixed , the car has been fully paid and the manager Yacu(Jacu) hope it's spelled correct just said" he is not in our shoes" so I must not ask him how he would feel if he did not have a car. Iv had a problem with them before and it was fixed but this one is beyond. Help