Pathetic service

Our insurance company, Kingprice has declined our insurance claim due to the vehicle not having an activated tracker even though a Cartrack device was installed on the vehicle before we picked the vehicle from the dealership i.e. VW Weis. When we bought the car last year, our salesman Ash informed us that tracker had been installed, insurance had been sorted and I signed the paperwork and then we left with the car. We did not receive any communication from our dealership or Cartrack further. Upon receiving the concern of tracker from Kingprice, my husband called Cartrack to try to obtain any leads on the vehicle, Cartrack did indeed recognize and acknowledge that the tracker fitted onto our vehicle was their device however they informed my husband to activate the tracker, our dealership must call them and they would be able to communicate with the dealership such information as Cartrack entered into the agreement with VW Weis and not us. My husband then called up VW Weis on the 21st September 2022 to ask them if they could call Cartrack and activate the tracker to assist in locating the vehicle, my husband spoke to a senior salesperson by the name of Siya who then directed the call to Mike Reddy (employee at VW Weis) for assistance who told us that their dealership does not deal with Cartrack AT ALL but rather Netstar only (LIE 1). My husband informed them that he has just spoken to Cartrack and they acknowledge the installation of the device fitted onto our vehicle as we provided ID number and VIN number which matched the criteria, still Mike insisted that they only deal with Netstar and not Cartrack. Mike told my husband he will check with Netstar and get back to him, which he never did, my husband ended up calling him and Mike said Netstar doesn’t recognize our details(quite obvious because we told him we had checked with Cartrack and they recognize our details). Since this day the 21/09/2022 our run a about with VW Weis began where they kept telling us they would return calls but they never did resulting in numerous calls from husband to them. Eventually on the 23/09/2022 VW Weis informed my husband they cannot call Cartrack nor can they assist us. Our insurance company, Kingprice then to continue with their investigation on the claim called VW Weis to request tracking documents from them, VW Weis informed Kingprice that they do not deal with Netstar and only deal with Cartrack (LIE 2) contrary to what they told us. Kingprice also called

Cartrack who told them that VW Weis cancelled our tracker in February 2022, this we had no knowledge of up until Kingprice informed us. Kingprice then requested from me a copy of my sales pack agreement and proof of tracker installation which we then again turned to VW Weis to obtain as our house was completely ransacked. Again VW Weis, informing us they would get back to us but to no avail up until I asked for the manager over the phone who sent me an invoice only. Our vehicle was financed by Wesbank whom I had to call to receive a copy of the contract. This contract has spaces for initials and signatures but I never physically signed next to it, it is left blank. However there is a watermark on this contract with my full name and account number which according to VW Weis is my electronic signature binding the contract. I was never informed that a watermark of my full name and surname and account number will be used because when I purchased the vehicle on 25th June 2021 I physically signed documents. After much telephonic back and forth with VW Weis to obtain the sales pack agreement and tracking documents, my husband, our colleague and myself physically went to VW Weis on the 30 September 2022 to get the documents. Upon our arrival we was directed to the senior sales consultant, Siya who was extremely preoccupied with his own tasks and informed us he would try to look for those documents however during the flooding many documents got damaged. He went into a room, tried looking for it then delegated it to other staff who walked about doing absolutely nothing to look for my documents. The manager of the branch walked passed us numerous times, not once asking us if we were helped or even acknowledged our presence. Eventually an hour approached, Siya was off seeing to other customers, nobody was keeping us updated and myself, our colleague and my husband continued sitting in limbo, eventually I reached the height of frustration as we made numerous calls to VW Weis in the week now we at the dealership and they just throw us aside. I approached another sales lady and told her when I came to purchase the vehicle last year I did not wait 1 hour, and she responds that she taught we were helped, she then directed us to the manager Anand. I told Anand I want a signed copy of my sales agreement and a copy of the tracking installation document. He responds by saying that the floods damaged lots of documents and he cannot look for my documents and they do not complete any tracking documents nor do they have it available for me. We sat for an hour only to get this response and for Anand to take 5 minutes to print out an invoice and a copy of the contract which I already had obtained. This contract does not have my signature penned out and next to the initials and signature lines, it is blank. The document only has a watermark with my full name and account number. I insisted for him to go into his filing room and find the document I physically signed and he insisted that many documents were damaged by the floods and he cannot give me it and I should do what I have too. We eventually left without the documents required by Kingprice as VW Weis could not provide me with it. We then informed Kingprice of the reasoning given by VW Weis for failing to produce the documents they required and Kingprice then declined our claim on the 30 September 2022 due to not having an active tracker even though the device was installed by Cartrack and there is even footage available of the vehicle being driven off and ******. I feel both VW Weis and Kingprice have been unfair to us and incredibly rude and insensitive. We are now in a huge predicament where our valuables and vehicle was ******, no compensation for none. We must still continue paying for a vehicle to the value of R320-00, a vehicle that isn’t in our possession, so easily snatched from what supposed to be our safe place (our home). We had no assistance or relief from the SAPS, our dealership and our insurance company.