Maintenance plan

I have a full Maintenance plan with VW and now my brakes needs to be replaced. They told me the brakes can not be replace under the maintenance plan as I waited to long. My car went in for a service 10 000km before this, they should have picked up that my brakes needed replacing. My car has 40 000km on the clock now. When I booked my car to go in for the brakes they were full and could only help me 3 days later. then they want me to pay R4000 to replace my brakes. I told them not to do it and that I will take it up with head office. I have phoned them 10 days ago, they still cant tell me what is going on, My car is now standing at home and I need to ask other people for lifts to get my kids to and from school and to get to work.