PATHETIC SERVICE FROM CAR TRACK - CANNOT LOCATE VEHICLE - PANIC BUTTON DOES NOT SEND ALERTS TO CONTROL ROOM

ATTENTION : MICHELLE V.RENSBURG; SALLY MOEKETSI; JASON WITBOOI; RENATA SINGH; THANDI DLAMINI ********** ********** ********** ********** **********

I had a tracking device fitted in my vehicle in May 2018, technician came, did his install and left, i called the control room to track the location of my vehicle once or twice, which they managed to locate. I did not call to check since then, as I work 24 hours a day.

In August 2018 i decided to upgrade the contract for the panic button. The technician installed it, tested it, thereafter called me to test it by pressing the button, lo and behold, control room never received the alert. The technician asked for more time to work on my car to have it "re-positioned", he spent a further 20 to 30 minutes, thereafter called me and advised that I should test it tomorrow as there is always a delay with new units and it needs time to "settle". I said okay, he left. The next day driving to work I test the button whilst driving on an open road (control room is always quick to say maybe i was in an undercover area therefore no alert was received), no call from control room. I called the technician that installed the panic button , he came out and fidgeted once again for over an hour with my vehicle. He then called me to test, I pressed the button, no call from control room. So he used his cellphone and called the control room and asked if the alert was received, they said no. He then fidgeted some more , maybe 10 or 15 minutes more, called me to test it, pressed the button, no call from control room, he then used his cellphone to call the control room, they advised no alert received, the person in control room asked me to continue to press the panic button hard and vigorously, which i did, after about 20 times, he says he received one alert. He advised that all is well and I cut the call, the technician was happy with his work and left. I did not test this button daily and a time had elapsed before I did.

In October 2018 i pressed the button and i received no call from the control room, so i called them, besides not receiving the panic alert, they could not locate my vehicle, the person i spoke to advised they will refer the matter to their Durban branch for booking. This happened on a Friday morning 19th October 2018. Friday, Saturday, Sunday had passed, no call from Durban branch to book a technician. I called the control room on Monday morning 22nd October 2018, the person said they already referred the matter to Durban branch and they are unsure why no one had called me. I then took it upon myself to call Durban branch on ********** the number rang to an engaged tone over 5 times, I called the control room back, they put me through to Durban branch via the call center, after being bounced from department to department at the Durban branch and speaking to extremely confused individuals, i finally spoke to the correct person who booked a technician for Wednesday 24th October 2018. Wednesday came, technician came out spent more than a few hours on my vehicle, probably from 07h30 until 12h30, advised that the unit was faulty and the battery was dead. He is unsure how that happened. He said he has replaced with a new unit etc etc. He requested that we go for a drive to test the unit, so i had to take time off from work and go on a mad drive waiting for control room to get a position on my vehicle, which took over 30 minutes, finally after 30 minutes of driving and being parked at a service station the control room got an approximate location, i was asked to press the panic button, alert received at the time. The technician advised I should use the internet based system of tracking the approximate location. I said okay and we headed back to my office.

The next morning 25th October 2018 I log onto the internet to check the location of my vehicle (parked in my yard) , it shows my car is still parked at the service station from the time and day before. Why does it not update the location accordingly? So i test the panic button when I get to work 25th and 26th October 2018 and your control room received the alert and called me back.

The 27th and 28th October 2018 I pressed the panic button, no call from your control room, further to that, I logged onto the internet and saw that my car was parked in a location that I had not been at for more than 2 days. Why is your tracking device inaccurate? How do you recover ****** vehicles when you do not get the correct location at your control room.

29th October 2018 I pressed the panic button, no call from your control room (pressed the button whilst driving in open air). Pulled over and logged onto the internet from my mobile and saw that the location it registered was the location I had been at over the weekend, it hadn't updated for over a day, going two days.

30th October 2018, pressed the panic button in open air, no call from control room. Location on internet also incorrect.

31st October 2018 pressed the panic button in open air, received a call from your control room. Location on internet STILL INCORRECT.

01st November 2018, pressed the panic button in open air, no call received from your control room. Pulled over to log onto the internet from my mobile. Location on internet incorrect. I called your control room when i got to work and they advised that they did not receive an alert nor can they get a location on my vehicle, it is going over 2 hours now and no call to update me on the location of my vehicle.

I WOULD LIKE TO KNOW HOW DO YOU RECOVER ****** VEHICLES IF YOU DO NOT RECEIVE ALERTS AND YOU DO NOT PICK UP THE RIGHT LOCATION?

I WANT AN ANSWER FROM CARTRACK, YOU TAKE MY MONEY BUT DO NOT PROVIDE SERVICES TO ME.

GOD FORBID MY CAR IS ****** HOW WILL YOU RECOVER IT IF YOU CAN NOT LOCATE IT AND THE PANIC BUTTON IS SELECTIVE ON WHEN IT WANTS TO WOR****!

I WOULD LIKE A REFUND FOR THE MONTHS THE TRACKER AND PANIC BUTTON HAVE NOT BEEN WORKING IN MY VEHICLE AND I WOULD LIKE TO CANCEL THIS CONTRACT IMMEDIATELY WITHOUT A CENT BEING OWED TO CARTRACK FOR THE BALANCE OF THE CONTRACT. YOU CANNOT HOLD ME RANSOM FOR MONEY FOR THE FAULT WITH YOUR HARDWARE AND SYSTEM OPERATIONS.

YOU CANNOT EXPECT ME TO PAY FOR SOMETHING THAT DOES NOT WORK . WOULD YOU FEEL SAFE KNOWING THE COMPANY THAT IS TRACKING YOUR VEHICLE HAS NO CLUE WHERE IT IS , NOR DOES IT RECEIVE ALERTS 99.9% OF THE TIME??????????????

The people I have dealt with have deflected blame from one to the other, their names and email addresses are noted in this message, I sent them numerous emails and no one has contacted me.

Lets use an example here: Would you have peace of mind and sleep easy knowing that your residential security company and residential alarm does not work 99.9% of the time and when you test it no one comes to your aid or bothers to call, furthermore, will you be complaisant to pay them every month knowing they do not offer security to you and your family and if one day you are ****** and you press the panic button on your residential alarm and no one comes, and all your hard earned possessions are gone, WHAT WILL YOU DO, sit back and still pay them their monthly fee?

I would APPRECIATE it if someone called me immediately to discuss my refund and cancellation of this contract without a cent being owed to CARTRACK due to their pathetic service, faulty hardware and ridiculous excuses.

Regards.