Cartrack

I would like to voice my utter disgust in the non-sympathetic manner in which CarTrack has been dealing with a claim that occurred on the 17 April 2020.

I had purchased my vehicle May 2019, to my limited knowledge on vehicle tracking systems I was led to believe that CarTrack was the service provider that would best provide me with the peace of mind I required for the unforeseen events which may occur in the event of my vehicle being ******. As any law abiding citizen and ensured that I followed all the required and necessary steps needed to maintain my contractual agreement with CarTrack however, to my detriment it seems to be all in vain.

I have ensured that my month service fee has been paid on date each month, there has never been an occurrence in the past that there has been any default or late payments for the service offerings I have entrusted CarTrack with.

On 17 April 2020 to my shock I was in one of the most difficult and stressful position that one could be in, my vehicle was ****** at my place of residence. According to the CarTrack App which I have installed on my mobile phone it depicted that my vehicle started at 04:46 and I can only assume that was the precise time when my vehicle was ******, at 05:05 within 26mins of the incident occurring I had notified CarTrack. Again, with all the emotions and hurt I was feeling at that moment I was (through the CarTrack App) monitoring the movement of my vehicle as the perpetrators were driving away leaving me hopeless.

Between the 17 April 2020 and the 05 August 2020 (how many days is that) I have been in constant communication with CarTrack regarding a claim which according to CarTrack has been repudiated. I had taken out additional cover with CarTrack which gives me the peace of mind that if my vehicle is not recovered that I had additional cover with CarTrack that will subside in that would ever occur, Well it did, it occurred, my vehicle was ****** and not recovered due to the pathetic service and response from CarTrack after notifying them within 26mins of my vehicle being ******, NOT TO MENTION, THIS WAS DURING THE NATIONAL LOCKDOWN so how busy was their reaction unit or how bad was the traffic at 05:05am.

The recovery Manager for CarTrack by the name of Johnny Smith has the audacity of responding to my enquiry in relation to the repudiation through 10 bullet points quoting various clauses within the contractual agreement stipulating that the onus is on me as a customer to maintain, manage, act as a technician and armed response call center agent for CarTrack in the event of my vehicle being ******.

The two main points which Mr Johnny Smith raised that has resulted in the repudiation is the following: Device testing was not completed quarterly The time taken to notify CarTrack of the incident was excessive In relation to those two points, I had completed the quarterly test not to mention the CarTrack App provide live locations on the movement of the vehicle and Mr Smith the Recover Manager stipulates I needed to be quicker in notifying them? Just a tip out there to anyone who has CarTrack please remember that when you sleep ensure its done in shifts so that you have someone watching the vehicle in case of theft as that is a pre-requisite for CarTrack (then we do we take up the services of a Tracking Company?). Not to mention I arrived at the scene where my vehicle was dismantled and the tracking unit removed at the same time as CarTrack's response unit, again it leads me to the point that why do I as a paying customer have to deal with finding the tracking unit after my vehicle was ******?

I have proof that my tracking unit was tested, I have proof that the App recorded the movement of the vehicle during the occurrence of theft, I have proof that the unit was working perfectly and I have proof that each instalment relating to the monthly premiums were paid.

Please could I get a senior manager (HOD OR CEO) to contact me personally on my mobile number so that we can discuss in detail the trail of events that has occurred, leaving me stranded, without a vehicle and scared at the PATHETIC customer service actually the Pathetic SERVICE by CarTrack and its brand ambassador Johnny Smith.