In an unsettling incident that has raised questions over dealership security and accountability, Darrel Shanmugam, a 32-year-old Phoenix resident, discovered his R1 million VW Amarok had been stolen from the dealership where it was being serviced. The theft, which took place at the Edwin Swales branch of Barons VW in Durban, left Shanmugam, who works as a Transportation Manager, deeply shocked and traumatised.
Shanmugam purchased his Amarok Aventura 3.0 TDI just one month prior to the theft and had taken it to the dealership on September 20, 2024, to repair dashboard light issues. Frustrated with the lack of updates, Shanmugam visited the dealership unannounced on October 28, 2024, hoping to collect his vehicle. Upon arrival, he was informed the car was not yet ready, as it still needed a new battery. Assured he would be called when repairs were complete, he left the dealership around midday.
However, a few hours later, after 3 p.m., Shanmugam received a call to return and collect his car. He recalled, “I arrived at the dealership and waited at reception, expecting my car to be ready. After what felt like 45 minutes, I was informed that my car had been stolen.”
“They called me back a few hours later, after 3 p.m., to collect my car. When I arrived and waited at reception, I was told the car was in the wash bay. After what felt like 45 minutes of waiting, I was informed that my car had been stolen.”
Shanmugam was then escorted to an office and shown security footage capturing two men entering the premises and walking past employees, including a security guard, before making their way to the service department. The footage revealed the men driving away with Shanmugam’s Amarok, which had been parked in the wash bay, with the keys left in the ignition.
“The men walked past everything and everyone, including the security guard. They went straight to the service department and directly to my van parked at the wash bay,” he said.
According to Shanmugam, the thieves appeared to know exactly where the vehicle was located and drove off without question, leading him to suspect an internal leak. “These were strangers, yet they came in broad daylight and left without anyone saying anything. This was an inside job—how did they know my car was ready?” he asked, voicing his frustration.
Following the shocking revelation, Shanmugam demanded immediate action from the dealership, including a courtesy car to offset his sudden loss. Initially, he was assured that his concerns would be addressed. However, Shanmugam reported a rapid change in the dealership’s stance.
“The manager told me they would handle the matter and provide a courtesy car the next day,” Shanmugam said. “But when I returned, they handed me a letter denying responsibility for the theft and refused me a courtesy car. They were dismissive and showed no empathy; I left the dealership shattered.”
A letter from NMI Insurance, signed by Insurance and Claims Manager Charl Greef, confirmed the theft and that the incident had been reported to the South African Police Service (SAPS). However, the letter indicated that Barons VW “is investigating the matter” and “does not accept liability for the vehicle loss at this stage.” Shanmugam was advised to submit an insurance claim, which proved futile as he had not yet insured the car or fitted it with a tracking device.
“I hadn’t insured it or installed a tracker because I was waiting for the dashboard lights to be fixed. I had already arranged with Matrix Vehicle Tracking to install a tracker and assist me with insurance quotes once repairs were complete,” Shanmugam explained.
The NMI letter also stated that at the time of the theft, the vehicle was not equipped with registration plates or a tracking device, which would have assisted in its recovery. Shanmugam, left without a vehicle and grappling with the emotional toll of the incident, sought CCTV footage of the theft in hopes of rallying public support to help recover his car. However, his request was declined by the dealership.
In a recorded phone conversation with a manager named Iqbal, Shanmugam asked for the CCTV footage, expressing his desire to circulate it on social media. The manager, however, denied the request, citing company property policies.
“I’m sorry, I won’t be able to give it to you because it’s our company property,” the manager stated.
“So you’re refusing me footage of people stealing my vehicle?” Shanmugam asked.
“I can’t, I can’t, I can’t,” the manager replied, suggesting that Shanmugam engage a lawyer to obtain the footage.
Taking legal action, Shanmugam hired a lawyer who has since encountered difficulty in obtaining the footage, with emails to the dealership remaining unanswered. The aftermath of the incident has severely impacted Shanmugam, who said he has struggled to work due to stress and now relies on medication to manage his sleep.
“It’s been incredibly difficult. I can’t sleep, I can’t function—I’m devastated, especially by how VW has distanced itself from this situation, even though the vehicle was stolen on their premises.”
Independent Media reached out to Barons VW and NMI Insurance for comment. A representative from Barons VW directed inquiries to Peter Smith at NMI Insurance, but attempts to contact Smith were unsuccessful, with calls going unanswered. Emails to both Smith and Charl Greef also remained without response at the time of publication. Tebogo Losaba, VW’s Media and Public Relations Manager, confirmed that an investigation was underway, though no additional response had been provided.
