Cartrack - Poor service and defaulting on widely marketed promises

I've been a customer of Cartrack tracking company since August 2016, and loyally paid my service fee since inception of the contract, for retrieval of my vehicle in the case my vehicle gets ******, or armed response or first call assistance in case me and/or my family is hi-jacked.

So after two years of being a loyal paying customer, my vehicle was ****** out of my property during the early hours of end of October last year. I reported the theft to Cartrack, SAPS and my insurance company immediately and was told by the Cartrack operator that a follow up call to me would be made by their agent in charge of the search. The device was tested and was found to be not responding as well. I was contacted by the person in charge, who insured me that my Toyota Hilux was most probably on its way to the Mozambique border as most of the vehicles ******, were on their way out of the country. He stated that they would keep me up to date with proceedings of the search. In the afternoon, I realized that I could track the movements of my vehicle over the e-toll account and so I phoned back after checking my e-toll passes, and saw that the vehicle had gone all the way to Soweto. I phoned cartrack and informed them, where they thanked me for the information - Very poor investigative s****s from their side. So after a month with no word from Cartrack on the recovery of my vehicle I proceeded to lodge a claim for the no retrieval payback of R150,000 that Cartrack boldly uses as their marketing strategy to pay in the case they don't find and recover your vehicle. I took two days leave and after much frustration, managed to get all the SAPS documents to support my claim with the submission to Cartrack. In the meantime, my insurance broker was in contact with the Cartrack sales Rep, who verbally confirmed that the claim looks legit and that they would pay out the full amount to me within the 60 days after the claim was lodged. So I waited for the payout date and nothing was paid.

After inquiring on the none payment, Cartrack sent me a formal letter via email, stating that I defaulted on testing the device through them and on those grounds will not pay out the claim. I was surprised by this because, I have a sms that Cartrack sent me a month before the theft of my vehicle that states that the device was tested and is in working order. Which to me means that CARTRACK said it is tested and that CARTRACK said it is in working order. This to me is proof that the device was tested and that it was tamper proof, and all the lovely promises they give you to keep you at ease that they have your interest at heart.

I was notified after two weeks that the claim went to their legal department and have not heard a single word from Cartrack since. I find Cartrack's handling of the theft of my vehicle and the no retrieval claim totally unprofessional and a sign of a company who makes false promises and who would seek out any opportunity to default on their promises.

Out of my experience with Cartrack, I would advise anyone not to make use of their so called services Out of this experience