Non-Functional Device and Poor Customer Service

In September 2022, I signed a three-year contract with Cartrack, hoping to receive the best service as promised. A few days later, they installed a device in my car and assisted me in activating it on the app. However, after reviewing the app’s activity history, I noticed that the device was not functioning properly. I contacted them to address the issue, and they assured me that it had been fixed and that the app would update soon.

Months passed, yet I still saw no activity on the app. I contacted Cartrack again to locate my car, but their response was that they could not locate the device due to a poor signal (as noted on record). Then in May 2023, I called them again, only to be told that the device had never been working since its installation.

My main concern is that I have been paying premiums since the contract began for a device that has never worked. I stopped them from debiting my account and escalated the matter. I sent emails to the CEO, the help desk, client services, and the ethics department, hoping they would resolve the issue and refund the money I paid for a non-functioning device. I believe this is a breach of contract and a violation of the principle of good faith between both parties.

Instead of resolving the matter, the company continues to violate my rights as a customer. They keep calling me to demand payment for premiums on a device that is not working and even send threatening emails insisting I pay. Despite my requests to cancel the policy and refund my money, they have failed to take any action. To my dismay, they are quick to resolve matters in their favor but not those affecting their clients.

I write this complaint with great disappointment and regret ever signing a contract with this company.