Poor service of cartack

Extremely Poor Service, Dishonesty and Unfair Billing – Cartrack South Africa

I am writing this complaint after months of frustration with Cartrack South Africa. I currently have several vehicles fitted with Cartrack systems, but the experience I have had over the past year has been completely unacceptable.

Last year I purchased two new vehicles, approximately a month apart, which required the installation of tracking units and dash cameras. What followed was nearly four months of delays, excuses, and misinformation from Cartrack staff. I was repeatedly told that the installations would be done “this Friday” or “next week,” yet nothing ever happened. Not once during that period did anyone properly communicate with me or follow up.

After numerous calls and complaints, it eventually became clear that Cartrack did not even have stock of the camera systems, yet their staff and call centre agents continued to tell me installations were scheduled. This means that for months I was being misled rather than being told the truth about the situation.

The service from the call centre has also been extremely poor. On multiple occasions, when I called to make bookings, the call would drop from their side and no one ever called me back. I then had to start the process all over again with another agent and explain the entire situation repeatedly.

Later, I decided to sell my Isuzu 1.9 Double Cab bakkie. Five days before the sale I informed Cartrack that the vehicle would be sold and that the tracking system should be removed and transferred to my new vehicle. Due to my previous experience with their delays and dishonesty, I made it clear that this needed to be handled promptly.

I was then told that I would need to pay R870 to remove the tracking unit, which I agreed to. However, I asked them to remove the unit first because by this point I had already lost confidence in their service. Once again, Cartrack failed to follow through. I received no payment notification, no booking confirmation, and no communication from the fitment department, despite being told someone would contact me.

As a result: - The tracking unit was never removed from the vehicle before it was sold. - I no longer own the vehicle, yet the unit remains active on my account. - I can still see the new owner’s movements on my app, which is completely unacceptable from a privacy perspective. - I am still being billed for a unit that should have been removed.

To make matters worse, although the original tracking unit itself has already been paid off, Cartrack now expects me to start a completely new 24-month contract for another unit in my new vehicle. At the same time, I am apparently still responsible for the existing dash camera contract.

This is fundamentally unfair.

Cartrack’s internal failures, poor communication, and lack of follow-through are the reason this situation occurred. Customers should not be forced to pay for the consequences of mistakes made by Cartrack staff and call centres.

At this point I am asking the following:

1. Immediate resolution of the tracker still linked to the vehicle I sold. 2. Removal of any charges related to Cartrack’s failure to remove the unit. 3. Installation of a replacement tracking unit in my new vehicle without restarting a new contract, since the original unit was already paid off. 4. Clear confirmation regarding the remaining dash camera contract.

It is extremely concerning that a company responsible for vehicle security and recovery cannot manage basic customer service, installations, or communication with clients.

Right now, I am expected to trust Cartrack with the recovery of my vehicles if something goes wrong, yet they cannot even manage basic service commitments or honest communication with their customers.

I hope Cartrack takes this complaint seriously and resolves this matter urgently.