Worst VW Service Department

Of all my experience with cars and dealerships, these guys service must be the WORST BY FAR. The service department swapped out the brakes from my Brother's car which has only 20k km on the odometer and claim is due to hard braking. What a lot of bull. My recommendation, NEVER EVER SERVICE YOUR CAR FROM THERE!!!

Is there anyone that advice on the next steps to take as VWSA has decided to stand by the dealership. Your advise will be appreciated.