Bad Attitude and really bad service

Car that's less than a year gave issues. Haven't even been for 1st service and now its faulty. Car has been with vw for over a week and they still haven't fixed the problem, to make matters worse management tells us that they not obliged to give a courtsey car, they doing us a favour by adding us to the waiting list. We suppose 2 pay +-R10000 to get the car fixed as te warranty doesn't cover the fault.. And they tell you u not tje first one. A week later and still no car or indication when ill get it.. Unable to get around and yet they take their monthy installments. Other branches have had the car fixed in 24hours however constantia kloof is doing me a favour an they use to having clients throwing tantrums. So its not new to them. If they doing clients favours we shouldn't be paying