Shocking Customer Service and Admin Nightmare After 12 Years of Loyalty

After being loyal Cartrack clients for over 12 years, we recently had the worst experience trying to add 3 new tracking units and replace our old unit so that all our vehicles could be managed via the app.

From the 16th of July, we were passed from one sales agent to another — four in total — before anyone was able to assist us. We even launched complaints via the webchat, but the level of inefficiency and disinterest was unacceptable.

Before the units were even installed, we were already getting unwanted sales calls trying to upsell us on additional products. When the installer finally arrived, he had only three units — not four as agreed. Only then were we told that our original 12-year-old unit had to be cancelled and replaced at an additional cost of R350, something that had never been discussed beforehand. After another frustrating hour-long call, we finally got authorisation to proceed.

It gets worse. When requesting our installation certificates, we were emailed details for vehicles that don’t belong to us. The app also displayed completely incorrect vehicle descriptions, making it impossible to submit accurate info to our insurance provider.

To top it all off, I was told I must immediately pay the R350, despite all the confusion. I asked to be contacted by a manager — but, as expected, no one got back to me.

This has been an administrative nightmare, and I’m deeply disappointed that after 12 years, we were treated with such disregard. Cartrack clearly does not value long-standing customers.