Poor Service

Expressing my disappointment and concern regarding the service provided by CarTrack is the least of this situation. I believe it is important to outline the specific issues encountered to emphasize the severity of the situation and to seek an amicable resolution. In June 2024, the vehicle registered with CarTrack was not traceable while in Cape Town. I was compelled to contact your company to inquire about the vehicle’s location, as there was no prior notification or alert from your side indicating that the vehicle had left its expected area. Despite several attempts to locate the vehicle through your system, your team was unable to provide an accurate location. Instead, I had to inform you of the vehicle's whereabouts. The repeated attempts to engage with CarTrack for assistance during this period were, to say the least, extremely frustrating. I encountered numerous delays and miscommunications, which raised concerns about the competence and efficiency of the service provided. It is particularly concerning that when CarTrack ceased receiving location signals from the tracking device, I was not promptly notified. This failure to act swiftly is a direct breach of the safety assurances typically expected from such a service. Furthermore, the suggestion that the responsibility for this issue lies with me, rather than with CarTrack's technology and service, is unacceptable. The vehicle in question is primarily used by a family member to transport my niece to and from school and to run errands. I trusted CarTrack’s services based on the promises made in your mission statement, which emphasize "service excellence and superior technology." Unfortunately, this situation has demonstrated a serious deviation from those commitments. It has now been over 4 MONTHS, and I am still awaiting contact or resolution regarding the issues I raised. To date, no one from CarTrack has returned my calls or provided any meaningful assistance. In light of the service failures and the associated risk to my family’s safety, I believe the best course of action is to terminate my agreement with CarTrack without any penalties. I request that you provide a credit note and an official confirmation of the service cancellation at your earliest convenience. Should CarTrack fail to address this matter satisfactorily, I will be left with no choice but to escalate the issue to the appropriate authorities, including lodging a formal complaint with the ombudsman and seeking legal counsel. I have also requested proof of me authorising the extension of the contract as I was under the impression that I’m on a month to month as the contract has expired. I would like a credit from when last my vehicle had no signal, yet I paid for the service and would like the credit to be refunded to me as I don’t see why I should be paying for a service that was never provided. Also cancelation of the contract with immediate effect as there is no proof of me renewing the contract. Therefore I can’t be liable for any cancelation fees. This matter was also reported on Hellopeter in Oct’24 and nothing came from it.

I look forward to your prompt response to resolve this matter amicably.