Extremely disappointed- Negligence, Poor communication and Misleading information from Cartrack

Extremely Disappointed – Negligence, Poor Communication & Misleading Information

I am writing this review out of deep frustration and disappointment with Cartrack’s handling of my ****** business vehicle.

My Toyota Quantum (Reg: CR71…) was ****** on 24 December 2025. I reported it to Cartrack at 05:45am. They asked for the registration number to trace it. At 05:50am, a male from the recovery team called me to reassure me that they would find the vehicle. He informed me that the vehicle had last been seen on 23 December around 21h00 and again on 24 December at 06h00 heading towards M32.

I immediately pleaded with them to dispatch a recovery team since the vehicle was still traceable. I was told they would send a team, although they were “short staffed” because it was the holiday period.

That was the last communication I received from Cartrack on 24 December. There were no updates, no follow-ups, no requests for case details nothing.

On 27 December, I received a call from the Clermont Taxi Association informing me that my vehicle was parked there and being stripped. Not Cartrack but the taxi association. My son contacted Cartrack to escort him to the scene. They never sent a recovery team. Metro Police assisted us instead.

Cartrack then submitted a very scanty report to my insurance with no case number, no recovery location details, and no tracking data. This is unacceptable.

My vehicle had two tracking units installed the main unit and a recovery tag that does not require a battery and is meant to be activated during theft, working up to 5 years. I am paying extra for this service.

On 14 January 2026, I personally went to Cartrack to request the tracking data they told me about on 24 December, since the report reflected no data at all. I also requested call records for my insurance.

Only then was I told that the information they gave me on 24 December was for a completely different vehicle (Reg: BJ…ZN) a vehicle I have never mentioned. This means they were looking at the wrong vehicle while mine was being ******.

I requested that they put in writing that they provided me with incorrect information and failed to properly attempt recovery. I was told they needed “consent.” Days later, I called again and spoke to someone named Lucky from recovery, who very disrespectfully stated that they would not provide such a letter because it would “incriminate” them.

So my questions remain:

• If they were looking at the wrong vehicle, was my recovery tag ever activated? • Which vehicle were they actually attempting to recover? • Why was no recovery team dispatched? • Why was I not updated at all?

Instead of transparency, Cartrack sent my insurance a revised report claiming they had communicated updates to me and implying that I requested the wrong vehicle location which is completely false. They also failed to state that they located the wrong vehicle or that my recovery tag was never activated.

They simply apologized and said they “failed me.”

This is not just poor service this is negligence during a highly stressful and financially damaging situation. My business vehicle was stripped while Cartrack was “short staffed” and apparently tracking the wrong car.

I am paying for a premium tracking and recovery service, yet when I needed them most, they failed completely and are now covering their tracks instead of taking accountability.

I am requesting proper intervention, a full detailed report with accurate tracking data, call logs, and confirmation of whether my recovery tag was activated. Cartrack must be held accountable for this unacceptable service.