RE: Formal Complaint Regarding Unacceptable Service and Vehicle Hijacking Incidents

I am writing to formally lodge a complaint regarding the repeated and unresolved issues I have encountered with Car Tracker, which have caused immense frustration and distress. I have been a customer of your service for some time now, but my experience with your company during two separate hijacking incidents has been nothing short of disappointing and unprofessional.

Incident 1 – 11 July 2021: On 11 July 2021, my vehicle was hijacked. Upon realizing that my vehicle was being ******, I immediately received a signal from the tracker and contacted Car Tracker, confirming that I was being hijacked. I was assured that assistance would be provided shortly. However, this "shortly" turned out to be a delay that ultimately resulted in my vehicle being lost.

I was then informed by your team that they could not access the area where the vehicle was located due to a strike in the CBD of Johannesburg, and that they could not dispatch tow trucks. However, upon reviewing the terms of the contract, no mention was made of such a limitation in case of a strike. This lack of clarity and transparency regarding service limitations is unacceptable, especially given the critical nature of vehicle recovery in hijacking situations.

Despite numerous follow-up calls and promises from Car Tracker that my vehicle would be recovered, as of today, my car has not been found, and I have received no meaningful updates or resolution. This has left me extremely dissatisfied and without any resolution to this incident.

Incident 2 – 17 December 2024: On 17 December 2024, my husband’s vehicle was hijacked. This time, there was no signal sent from the tracker to either my husband or Car Tracker, which is highly concerning. The app showed that the vehicle was located in Menlo Park, yet when Car Tracker arrived on site, both the vehicle and the tracker device were missing. This is an alarming situation, as it suggests a fault with the installation of the tracker device itself.

The failure to locate the vehicle or the device raises serious concerns about the reliability and effectiveness of your tracking system. It is troubling that after five days, there has been no communication or update from Car Tracker regarding the situation, which is completely unprofessional. This marks the second time that your service has failed to assist in recovering a hijacked vehicle, which is entirely unacceptable.

Summary of Concerns:

Failure to respond adequately to a hijacking incident in July 2021, leading to the permanent loss of my vehicle. Lack of transparency in the contract regarding service limitations (e.g., strikes or other unforeseen events). Unreliable tracking system and failure to send timely alerts during my husband's hijacking in December 2024. Inability to locate the tracking device during the second hijacking, indicating possible installation faults or technical issues. A lack of communication and resolution despite repeated follow-ups, leaving us without updates or assistance. Request for Resolution: Given the severity of these issues, I request the following:

A full investigation into the cause of the tracking failure during both hijacking incidents. An immediate update on the current status of my husband’s vehicle and an explanation for the inability to recover the device or vehicle. A review of your service policies, including any limitations that should be clearly outlined in customer agreements to ensure transparency and realistic expectations. Compensation for the failure to recover our vehicles and the significant inconvenience and distress caused by these incidents. Please consider this matter urgent and respond to this complaint at your earliest convenience. I expect a prompt and thorough resolution to these ongoing issues.

I look forward to your response and a resolution to this matter. If I do not hear from you within 2 business days, I will be forced to consider further action, including seeking legal advice or lodging a formal complaint with the relevant consumer protection authorities.

Thank you for your attention to this matter.