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Leon

1 reviews | Active since Jan 2023

12 Jan 2023, 12:40

Removal & reinstallation of tracker

The tracker needs to be removed and reinstalled. Cartrack scheduled this on 9 January, to be performed on 11 January. They sent an email on 10 January advising my account is in arrears. The monthly installments are paid with a debit order. The installation was not performed on 11 January. When following up today, Catrack accounts advised that the arrear amount is for the removal and reinstallation. My response is that the account cannot be in arrears for services not performed. I was also requested to arrange payment for the removal and reinstallation. Today is the first time this was raised.

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Replies (3)
Cartrack
Cartrack's reply12 Jan 2023, 13:40
Official
Good day, 
Thank you for making us aware of this issue. Please accept our apology for the inconvenience. We will investigate and are confident that this matter will be clarified.

Kind regards 
The Cartrack Team 
L
Leon's update12 Jan 2023, 13:48
Reviewer Update
Good day.

Catrack's response is very generic with no commitment.

I received a SMS at 12:56 stating that my account is in arrears...
L
Leon's update27 Jan 2023, 07:30
Reviewer Update
The tracker was installed in the new vehicle on 13 Jan 2023. Cartrack accounts department phoned on 14 Jan to arrange for the removal and reinstallation fee to be added to the debit order for payment 31 Jan. I received a SMS again on 25 Jan that the account is in arrears. I phoned accounts on 25 Jan and was told that the arrangement is in place and that the SMS can be ignored. Cartrack sent an email on 26 Jan and another SMS on 27 Jan that the account is in arrears. I phoned accounts again on 27 Jan to complain about the SMSs and email and was told to ignore it: these are automated messages. Cartrack must sort out their accounts system not to send messages that can be ignored. The reply to this message in hellopeter is probably also automated with no actual follow-up within the company. The last private message from Cartrack on 12 Jan stated " We note your concern. Your review has been sent to the relevant department for further investigation and resolution". This is now 2 weeks later!