I'm buffled about how Cartrack operates

I'm buffled about how Cartrack operates. My car was making rounds far away from home. I couldn't get hold of my son who was driving it, his phone was off. He could have been in a dangerous situation but the company did the very same that I'm doing - just watching the car on the app reporting it to me, at that time I was also looking at it from my side. I was told to open a case of a missing person then they will act after that. Knowing how our SAPS is operating, it was like, sorry we couldn't help because I called 911 they asked me irrelevant questions then the call just abruptly cut. Thank God unlike his father, he came back home safe. I'm now sceptical about the company and its service.