Be careful with Goldwagon in Durban Springfield the treatment is very bad and under mined certain customers

WARNING TO CONSUMERS: GOLDWAGEN SPRINGFIELD PARK – INCORRECT BMW OIL FILTER, REFUND REFUSAL AND DISRESPECTFUL CUSTOMER TREATMENT

Date: 26 October 2026

I wish to publicly express my serious dissatisfaction with Goldwagen Springfield Park, Durban, KwaZulu-Natal, regarding the supply of an apparently incorrect or incompatible oil filter for my 2018 BMW F30 and the subsequent handling of my complaint by the company's management.

On 15 October 2026, I purchased a complete service kit from Goldwagen Springfield Park for R2,130.00. I was assisted by an employee named Kiegan. Certain parts were unavailable and had to be ordered from another branch for collection the following day.

On Sunday, 18 October 2026, I took my vehicle to my mechanic for servicing. After the Goldwagen oil filter was fitted, my BMW displayed the following serious warning:

"Engine oil pressure too low. Stop carefully and switch off engine. Engine damage possible if you continue driving."

This warning raised serious concerns about possible engine damage. Upon investigation, the supplied oil filter appeared to be incorrect or incompatible with my vehicle.

Since Goldwagen was closed that Sunday, I had no alternative but to purchase another oil filter from UN Motor Spares and Accessories in Durban North for R350.00. After the replacement filter was fitted, the warning disappeared and my vehicle operated normally.

CONTRADICTORY INSTRUCTIONS AND REFUND REFUSAL BY GOLDWAGEN MANAGEMENT

After raising my complaint, I spoke to the Springfield Park Branch Manager, Cash, who instructed me to return the oil filter and assured me that I would receive a refund.

However, only a few minutes later, I received another telephone call from a gentleman who identified himself as Nevin. He informed me that I must return the oil filter to Goldwagen, after which the store would send it to the manufacturer in Johannesburg for assessment before processing any refund.

I objected to this unexpected change in the arrangement.

My position was straightforward: I purchased the oil filter directly from Goldwagen Springfield Park in Durban, not from its manufacturer in Johannesburg. My consumer transaction was with Goldwagen, and I expected Goldwagen to take responsibility for resolving my complaint.

I have no direct commercial relationship with the manufacturer. Although Goldwagen may conduct a reasonable inspection of the returned component, its internal arrangements with suppliers should not result in unnecessary delays or unfair treatment of customers.

MY CONCERNS REGARDING GENERAL MANAGER NIVEN SOMARU

What has disappointed me even further is the conduct of Mr Niven Somaru, whom I understand to be the General Manager, and his subsequent refusal to refund me, despite the earlier assurance that a refund would be provided.

I had already purchased the replacement oil filter from another motor spares shop because Goldwagen was closed when the problem occurred. I needed to resolve the issue with my vehicle and could not simply continue using a component that appeared incompatible.

Why should a customer be disadvantaged for purchasing a suitable replacement part elsewhere when the original supplier was unavailable and the vehicle had displayed a potentially serious engine warning?

I consider the manner in which this matter has been handled to be disrespectful, dismissive and undermining of my legitimate concerns as a paying customer.

Goldwagen accepted my payment when I purchased the service kit. However, when I raised a complaint concerning the suitability of one of the components, I encountered contradictory instructions and, ultimately, a refusal to refund me.

This experience has left me seriously concerned about whether all customers are treated with the same respect, fairness and consideration.

A WARNING TO OTHER CONSUMERS – PLEASE BE CAREFUL WHEN DEALING WITH GOLDWAGEN

I wish to caution members of the public to be extremely careful when purchasing motor vehicle components from Goldwagen, particularly components that could affect the safety and mechanical condition of their vehicles.

Consumers should not automatically assume that every component supplied by a motor spares shop is compatible with their vehicle. Always verify part numbers and suitability before installation.

Customers deserve respect regardless of who they are, where they come from or how much money they spend. No customer should be made to feel inferior, undermined or disrespected when raising a legitimate complaint.

I am particularly concerned about the apparent inconsistency between the refund assurance given by Branch Manager Cash and the position subsequently communicated by management.

Customers should not have to struggle to obtain explanations or fair resolutions when they have purchased goods in good faith.

I encourage other consumers to retain their invoices, confirm part compatibility and insist on written responses whenever they experience problems.

CONSUMER RIGHTS UNDER SOUTH AFRICAN LAW

Sections 55 and 56 of the Consumer Protection Act 68 of 2008 provide important protections concerning the quality, suitability and condition of goods supplied to consumers.

Where goods do not satisfy the applicable statutory requirements, consumers may be entitled to remedies, subject to the circumstances and relevant provisions of the Act.

Goldwagen should therefore properly investigate whether the oil filter supplied was suitable for my BMW F30 and explain its decision regarding my refund request.

TELEPHONE RECORDINGS AND DOCUMENTARY EVIDENCE

I have retained recordings of the telephone conversations concerning this complaint, including the statements and refund instructions communicated to me.

My telephone records conversations, and these recordings can assist in establishing the sequence of events and what was communicated by the individuals involved.

I also have supporting evidence, including:

The original Goldwagen invoice dated 15 October 2026 for R2,130.00.

The invoice from UN Motor Spares and Accessories dated 18 October 2026 for R350.00.

A photograph of the serious BMW engine oil-pressure warning.

Photographs of the original oil filter packaging and identifying part numbers.

The relevant telephone recordings.

MY REQUEST TO GOLDWAGEN NATIONAL MANAGEMENT

I call upon Goldwagen's senior management to intervene and:

Investigate why an apparently incorrect or incompatible oil filter was supplied for my vehicle.

Explain the contradictory instructions provided by Branch Manager Cash and the gentleman who identified himself as Nevin.

Investigate the subsequent refund refusal involving General Manager Niven Somaru.

Provide a written explanation of why my purchase of a replacement component from another supplier has affected the handling of my refund request.

Reimburse the R350.00 I spent obtaining a replacement oil filter, comprising the original filter cost of R290.00 and the additional R60.00 incurred, without seeking duplicate compensation.

Address my concerns regarding the manner in which I was treated and ensure that customer complaints are handled fairly, respectfully and consistently.

THIS COMPLAINT IS ABOUT MORE THAN R350.00

My complaint is not merely about the amount of money involved. It concerns consumer safety, accountability, respect, fairness, transparency and the responsibility of businesses towards their customers.

I paid Goldwagen in good faith, expecting to receive suitable vehicle components and professional customer service. Instead, I experienced a potentially serious engine warning, additional expenses, contradictory explanations and an unsatisfactory response to my refund request.

I want to remind Goldwagen management that customers are entitled to be treated with dignity and respect. A business should not make consumers feel that their concerns are unimportant simply because they question the quality or suitability of goods supplied.

I urge members of the public to exercise caution when dealing with any motor spares supplier that fails to resolve legitimate complaints transparently and respectfully.

Should Goldwagen fail to resolve this matter satisfactorily, I reserve my right to refer it to the Motor Industry Ombudsman of South Africa (MIOSA) and the appropriate consumer protection authorities.

I expect Goldwagen Head Office to investigate this incident, provide a written response and resolve my complaint fairly and without unnecessary delay.

Zizamele Cedrick Dlamini Durban, KwaZulu-Natal