Lack of Assistance in emergency

I am reaching out to express my deep disappointment regarding the lack of assistance I experienced on [date of incident]. Around 18:59, I was on the highway and faced a breakdown. I immediately requested help through the CarTrack app, trusting in the advertised support for emergencies. Unfortunately, no help arrived, and I was forced to arrange alternative assistance myself.

To add to my frustration, I received a call from CarTrack only at 20:30, over an hour and a half later, to check if I was safe. At that time, I requested a follow-up call within two minutes as I was in a meeting. However, no one called back until this morning, 12 November 2024, at 07:10. During this call, the representative informed me about the app's emergency button, stating it was in response to my previous day’s request. When I explained that CarTrack had not provided any assistance during my actual time of need, the call was abruptly ended without further response.

I am extremely disappointed in this experience and expect an urgent review of the situation, including an assessment of the call recordings. CarTrack advertises a reliable emergency support service, yet my recent experience did not reflect this. I am seeking feedback on why assistance was not provided as expected and on the handling of my follow-up call.

Please let me know how CarTrack intends to address this matter, as it has caused a significant loss of trust in your service. I hope this issue will lead to improvements so that other clients do not face similar situations.