Vehicle damage, months of chasing and still no clear resolution

My experience with Cartrack has been exhausting. Following installation work on my Mercedes-Benz C350, the headlining came loose around the camera installation area and the front passenger-side interior trim was damaged. After two technician visits, the damage remained unresolved.

I repeatedly emailed customer services and escalations, supplied photographs and made the vehicle available for inspection. An inspector eventually visited on 16 October 2026 and told me replacement parts would be purchased from Mercedes-Benz Sandton and the vehicle would be valeted. I subsequently had to chase again because nothing further had happened.

I formally requested cancellation on 9 October and followed up again on 27 October and 6 November. I disputed the R870 installation transfer charge and the proposed R2,650 cancellation fee, given the damage and unsuccessful attempts to resolve it.

Cartrack's response on 7 November said a refund would take approximately 7–14 days once Finance received the required documentation—but they still needed to establish whether their own technical team had submitted it. That response did not clearly confirm my cancellation or explain when the vehicle damage would finally be resolved.

After months of correspondence, apologies and follow-ups, I have lost confidence in Cartrack. I want written confirmation of cancellation without a penalty, resolution of the disputed charges, and a firm arrangement to restore my vehicle's interior. Customers should not have to spend months chasing a company to put right damage arising from its installation work.