Cartrack is the worst Admin ever known

I have not been able to receive satisfactory assistance through your customer service channels. Perhaps I am simply one of the “unlucky” Cartrack clients, but I have experienced multiple problems with your service.

I originally had a VW Polo in which a Cartrack system with a camera was installed. Later, I upgraded my vehicle to a BMW X5 and requested that the unit be transferred from the Polo to the BMW. Initially, everything seemed fine. A technician arrived and installed a unit in the BMW. Just as he was about to leave, I asked what had happened to the Polo unit. I was told that they had no knowledge of it.

When I contacted customer service, I was informed that there was no such thing as a “transfer” of a unit – only the installation of a new one. As a result, I was forced to pay over R1,000 for the new installation.

The day after the installation in the BMW, I began receiving constant SMS notifications about a low-battery warning. I immediately contacted customer service to explain the problem. I was told that I needed to replace the car’s battery.

I then took the vehicle to a battery service center, where I was advised that the battery was still functional. Out of caution, however, I insisted on replacing it, which cost me R3,800. Despite this, I continued to receive low-battery warnings, which made it clear to me that the problem did not lie with my vehicle.

When I called customer service again, I was bluntly informed that if a technician was dispatched and the fault did not lie with Cartrack, I would be responsible for the call-out fee.

Another technician was eventually sent out to investigate the low-battery issue. He found that the unit had been incorrectly installed and was wired to the wrong connections. He corrected the issue, and after that, I no longer received the low-battery warnings. Unfortunately, a rattling noise has since developed in my vehicle, which I have not reported for fear of being charged another call-out fee.

Later, I contacted customer service to inquire about the status of the VW Polo unit, as I was preparing to sell the vehicle. I was told that I needed to cancel the contract for that vehicle and that a cancellation fee would apply. This was extremely frustrating, as it was not what I had originally requested. Nevertheless, I had no choice, since the new owner would soon be collecting the car. Reluctantly, I agreed to the cancellation and asked when the units would be removed from the Polo.

I was then informed that Cartrack does not remove units, and that the system would still reflect on my mobile app for another 20 days. I asked whether the cancellation fee would only be deducted at the end of the month, and I was assured that this would be the case.

However, just two days later, I received a call instructing me to ensure that sufficient funds were in my account, as the cancellation fee would be debited immediately. I pointed out that I had been told otherwise, but was informed that payment was required at once. I ensured that the funds were available.

To my dismay, at the beginning of the following month, I noticed that an additional debit had been made for the VW Polo. Furious, I again contacted customer service and was told that this was due to the 20-day waiting period. My immediate response was to ask why I was forced to pay the cancellation fee immediately, yet still had to continue paying for a service I no longer used – in effect, paying twice.

I was told a “ticket” would be logged for my query. To this day, I have received no follow-up or resolution.

While all these issues were still ongoing, I also received a call from Cartrack informing me that my Mazda Drifter’s unit had expired and that I now needed to pay an extra R30 per month for it.

I then decided to upgrade my work bakkie and purchased a new Nissan Navara. Once again, I requested that both the tracking unit and camera be transferred from the Mazda Drifter to the Navara. I was told this would not be a problem, although there would be a cost involved. As a businessman, I fully understand this and agreed.

I was informed that the installation was scheduled for 11 September 2025, and that the scheduling department would contact me with the exact time. I was also firmly told that I must adhere to this time, or I would be liable for a call-out fee if the technician arrived and I was unavailable.

On 10 September 2025, since I had not been contacted, I phoned to confirm the appointment myself. I was told the technician would arrive at 08:00. I explained that this was not possible, as I had another commitment at that time. They then agreed to move the appointment to 15:00 on 11 September, which I accepted. I was again reminded about the call-out fee if I was unavailable. I assured them I would be available from 14:00.

By 15:30 on the 11th, no technician had arrived. I called customer service, and they transferred my call to the technician. He informed me that this was not really his department and that he was only covering for someone else. Upon arrival, he asked about the VW Polo. I explained that the Polo had long since been sold. He said his job card indicated he was to remove the Polo’s unit. I clarified that this was incorrect and that the Mazda Drifter’s unit needed to be transferred to the Nissan Navara.

He made a few calls and said he was waiting for the correct job card. Eventually, he began removing the unit from the Mazda Drifter. Afterward, he confirmed that the removal was complete and that he was ready to begin the installation. However, when I noticed that the dashcam was still in the Mazda and asked about it, he told me his job card only covered the tracking unit – not the camera.

I explained to him that I had specifically requested both the tracking unit and the camera be transferred. He said there was nothing he could do since it was not listed on his job card. I emphasized again that this was a mistake, as I had made it clear from the outset that the entire system, including the camera, had to be moved to the Nissan Navara.

I am sure you can understand my extreme frustration at having to deal with repeated mismanagement and communication failures of this nature. I have incurred unnecessary costs and wasted a significant amount of time because Cartrack’s internal processes and instructions are neither correct nor complete.