Formal Complaint Regarding Missed Appointment and Unacceptable Service

I am writing to formally lodge a complaint regarding the unacceptable service I received from Cartrack on Saturday, 04 October 2025. I had a fitment appointment scheduled for 08:00. By 08:30, having received no communication from cartrack, I contacted the customer service line at ***to enquire about the technician’s whereabouts. The consultant who assisted me assured me that I would receive a call from your service department shortly. Despite this assurance, no one contacted me. At approximately 10:30, I followed up once again, only to be informed, that the technician would not be coming in and that the appointment would need to be rescheduled. This information should have been proactively communicated to me well in advance. This level of service is unprofessional and unacceptable. At the time of scheduling, I clearly stated that I required an 08:00 appointment, as I had a prior commitment at 10:00 and needed to attend my son’s soccer tournament. Due to your team’s failure to communicate and honour the appointment, I missed an important meeting and arrived late to my son's event, both of which were significant to me. It is worth noting that your terms and conditions imposes a penalty fee of R600 on customers who fail to adhere to a scheduled appointment. I now ask, with equal seriousness, how Cartrack intends to compensate me for the inconvenience, loss of time, and disruption caused by your team’s failure to fulfil its commitment. At a minimum, I expected a courtesy call, an apology, and an attempt to reschedule in a timely and respectful manner. Emergencies can arise, and I am reasonable enough to understand that. However, the complete lack of communication or accountability on your part reflects poorly on your organisation’s professionalism and reliability. This experience has severely undermined my confidence in your service. If Cartrack is unable to manage a basic appointment responsibly, it raises valid concerns about your ability to respond effectively in the event of a real emergency involving the tracking of my vehicle. I request a formal response to this complaint, including an explanation and a proposed resolution, as well as a compensation for the inconvenience caused.