Atrocious customer service from CarTrack.

In early February 2026, I entered into a contract with Cartrack to install a tracking device in my business vehicle. The installation was completed shortly after signing; however, from the outset, the device did not function correctly. The mobile application initially displayed the location of an entirely different vehicle in Johannesburg and thereafter showed significant delays, rendering the system unreliable for its intended purpose.

I reported the issue to Cartrack immediately and made numerous follow-ups over the following weeks. Communication was poor and inconsistent, and I often had to chase responses myself. At no point was I provided with an alternative or escalated contact to assist in resolving the issue. Cartrack attempted to fix the problem remotely by rebooting the device on two occasions, but these efforts were unsuccessful.

On 23 February, I arranged for a technician to carry out repairs on a Saturday and cleared my work schedule to accommodate this. By Friday, after repeated attempts to confirm the booking, I visited in person to get clarity, only to discover that no repair request had actually been submitted. It was only at that stage that contact was made with head office to attempt to arrange assistance. As a result, I lost a full day of business income.

I was assured that urgent efforts would be made to secure a technician and was advised not to reschedule work. Later that same day, I was informed that no technician was available. I was then told to expect a follow-up call on the Monday, 2 March, but when this occurred, there was still no progress or concrete feedback.

A second repair appointment was eventually scheduled on Friday 6 March, for Saturday, 7 March between 10:00 and 12:00. Once again, I cleared my schedule. However, no technician arrived, and I received no communication to explain the missed appointment. This resulted in a second loss of income.

On 9 March, after weeks of unsuccessful attempts to resolve the issue, I formally requested that my contract be cancelled, the device removed, and that I be refunded for services not rendered. Instead of initiating the cancellation process, I began receiving repeated calls attempting to reschedule repairs. My requests for cancellation have been consistently avoided, with Cartrack insisting that I remain bound by the contract.

I have since been informed that I would be required to pay a penalty fee of R2,000 to cancel. While I would understand such a fee if I were cancelling without valid reason, my decision is based on Cartrack’s failure to uphold their obligations and the ongoing need for me to repeatedly chase basic customer service and follow-ups.

The core issue is not the faulty hardware itself, but the poor and unresponsive customer service in addressing it. Despite being advised to install a tracker due to the high-risk nature of my vehicle, my repair requests were not treated with urgency or care. It was only after I requested cancellation that the matter was suddenly treated as urgent, which further reinforced my loss of confidence in Cartrack’s reliability.

Overall, I have experienced a faulty product from installation, repeated service failures, poor communication, missed appointments without notice, and financial loss due to lost working days. Despite this, Cartrack has refused to acknowledge their failure to deliver on their contractual obligations or to process my cancellation request.