Bad Service Delivery

Expressing my disappointment and concern regarding the service provided by CarTrack is the least of this situation. I believe it is important to outline the specific issues encountered to emphasize the severity of the situation and to seek an amicable resolution. In June 2024, the vehicle registered with CarTrack was not traceable while in Cape Town. I was compelled to contact your company to inquire about the vehicle’s location, as there was no prior notification or alert from your side indicating that the vehicle had left its expected area. Despite several attempts to locate the vehicle through your system, your team was unable to provide an accurate location. Instead, I had to inform you of the vehicle's whereabouts. The repeated attempts to engage with CarTrack for assistance during this period were, to say the least, extremely frustrating. I encountered numerous delays and miscommunications, which raised concerns about the competence and efficiency of the service provided. It is particularly concerning that when CarTrack ceased receiving location signals from the tracking device, I was not promptly notified. This failure to act swiftly is a direct breach of the safety assurances typically expected from such a service. Furthermore, the suggestion that the responsibility for this issue lies with me, rather than with CarTrack's technology and service, is unacceptable. The vehicle in question is primarily used by a family member to transport my niece to and from school and to run errands. I trusted CarTrack’s services based on the promises made in your mission statement, which emphasize "service excellence and superior technology." Unfortunately, this situation has demonstrated a serious deviation from those commitments. It has now been over a week, and I am still awaiting contact or resolution regarding the issues I raised. To date, no one from CarTrack has returned my calls or provided any meaningful assistance. Yet was told to pay for a deinstallation while in the same conversation I was told if I cancel the I will have to pay for the remainder of the contract. Why must I pay if it’s still on contract that already expired! When I questioned the contract still in place I was told that it was renewed and was never my wish to extend the contract and could not be provided with any form of proof of me agreeing to renew the contract. In light of the service failures and the associated risk to my family’s safety, I believe the best course of action is to terminate my agreement with CarTrack without any penalties. I request that you provide a credit note from the period that the vehicle was last tracked without me being notified and an official confirmation of the service cancellation at your earliest convenience. I was told that the tracking unit was last active in July 2024. I was never informed of any faulty unit but yet I was billed and paid for a service I had to report as faulty! Should CarTrack fail to address this matter satisfactorily, I will be left with no choice but to escalate the issue to the appropriate authorities, including lodging a formal complaint with the ombudsman and seeking legal counsel. I look forward to your prompt response to resolve this matter amicably.