Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Matrix Vehicle Tracking is described as a provider that is easy to join and extremely difficult to leave. Customers consistently report ignored cancellation emails, continued debit orders on sold vehicles and adverse credit listings, which drags Contracts, Billing and Cancellations (0.8) to the lowest score. The recurring counterweight is warm praise for individual agents, lifting Customer Service and Communication (2.3) above every other theme.
Top Strengths:
- •Customer Service & Communication: A recurring theme is genuine appreciation for named consultants, especially Philani Prince Mkhize, Thato Lepolesa, Mpho Mafati and Uthando Mashinini, who are described as patient, knowledgeable and quick to resolve app and account queries in a single call.
Replied to 100% of negative reviews
Reply time on negative reviews: 11h 45m
TrustIndex
3.4
Ranking
#4
in Vehicle Tracking
Reply Time
11h 21m
NPS Score
-82
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 11h 45m
Nov '25 - Oct '26
Frequently Asked Questions About Matrix Vehicle Tracking
What do customers say about Matrix Vehicle Tracking?
Based on recent customer reviews, Matrix Vehicle Tracking is described as a provider that is easy to join and extremely difficult to leave. Customers consistently report ignored cancellation emails, continued debit orders on sold vehicles and adverse credit listings, which drags Contracts, Billing and Cancellations (0.8) to the lowest score. The recurring counterweight is warm praise for individual agents, lifting Customer Service and Communication (2.3) above every other theme.
What is Matrix Vehicle Tracking's biggest strength?
Matrix Vehicle Tracking's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Communication. A recurring theme is genuine appreciation for named consultants, especially Philani Prince Mkhize, Thato Lepolesa, Mpho Mafati and Uthando Mashinini, who are described as patient, knowledgeable and quick to resolve app and account queries in a single call.
What are the most common complaints about Matrix Vehicle Tracking?
The most common complaint about Matrix Vehicle Tracking, based on Hellopeter's AI analysis of recent customer reviews, is Emergency Response & Recovery. Customers repeatedly report pressing panic buttons during hijackings, accidents and breakdowns with no call ever coming. Crash alerts and battery removals go undetected, and geoloc confirmation calls often arrive long after the vehicle has already been driven away.
How does Matrix Vehicle Tracking compare to other Vehicle Tracking companies?
Matrix Vehicle Tracking scores 1.4 out of 5 on Hellopeter's AI analysis of service quality in Vehicle Tracking, compared to the Vehicle Tracking industry average of 2.1. Their strongest theme is Customer Service (2.3); their weakest is Billing & Contracts (0.8). The top AI-rated Vehicle Tracking business on Hellopeter is Cartrack (3.8). How is the AI Score calculated? →
Is Matrix Vehicle Tracking trustworthy?
Matrix Vehicle Tracking has a TrustIndex of 3.4 out of 10 on Hellopeter, based on 787 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 11 hours 45 min. Hellopeter has tracked Matrix Vehicle Tracking across 6,299 total reviews. How is the TrustIndex calculated? →
Recent reviews (787)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Feb 2015
Amazing Service Fitting My Vehicle Recovery Device
Amazing service received when my Beame Vehicle recovery device was fitted. Great communication from the team as well as the fitment centre. Was done quickly and in the time arranged. So glad I now know my vehicle is protected if something had to happen.
1 reviews | Active since Feb 2015
Amazing Service Fitting My Vehicle Recovery Device
Amazing service received when my Beame Vehicle recovery device was fitted. Great communication from the team as well as the fitment centre. Was done quickly and in the time arranged. So glad I now know my vehicle is protected if something had to happen.
1 reviews | Active since Mar 2015
The worst of the worst
I genuinely don't know how these ******* are allowed to operate. Its been months trying to cancel this tracking which honestly speaking now I even doubt if it was even installed on the car considering the way they operate. I sold the car in February and since March I have been requesting them to cancel as I don't even own a car, however they keep debiting my account. They claim I need to still pay them for a year but when I asked for the contract where this term was discussed they went quiet. Apperantly it's not a once off thing as I see many other people writing the same thing. I have emailed them 4 times this week and absolutely no response to my emails. What is going on? This is sooo frustrating! How can this **************** be allowed to operate I need them to Stop
1 reviews | Active since Mar 2015
The worst of the worst
I genuinely don't know how these ******* are allowed to operate. Its been months trying to cancel this tracking which honestly speaking now I even doubt if it was even installed on the car considering the way they operate. I sold the car in February and since March I have been requesting them to cancel as I don't even own a car, however they keep debiting my account. They claim I need to still pay them for a year but when I asked for the contract where this term was discussed they went quiet. Apperantly it's not a once off thing as I see many other people writing the same thing. I have emailed them 4 times this week and absolutely no response to my emails. What is going on? This is sooo frustrating! How can this **************** be allowed to operate I need them to Stop
1 reviews | Active since Nov 2017
Great service rendered to me by Philani Mkhize, was of outmost best, he even noticed that my surn...
Great service rendered to me by Philani Mkhize, was of outmost best, he even noticed that my surname was spelt wrongly, that shows a huge dedication, I am so grateful.
1 reviews | Active since Nov 2017
Great service rendered to me by Philani Mkhize, was of outmost best, he even noticed that my surn...
Great service rendered to me by Philani Mkhize, was of outmost best, he even noticed that my surname was spelt wrongly, that shows a huge dedication, I am so grateful.
1 reviews | Active since Jul 2020
UNACCEPTABLE SERVICE, INCORRECT BILLING, POOR TRACKER INSTALLATION AND FAILURE TO ASSIST
UNACCEPTABLE SERVICE, INCORRECT BILLING, POOR TRACKER INSTALLATION AND FAILURE TO ASSIST I am extremely disappointed and angry with the level of service I have received from your company. The way my account and vehicle have been handled is completely unacceptable, and I regret having signed up for your services. When I signed up, the agent who assisted me clearly did not understand the packages your company offers. I was placed on a Bronze package for R459 per month, after which the agent added the individual services required by my insurance, instead of putting me on the correct Gold package for R229 per month. This resulted in me paying more than I should have been paying because of your agent's lack of knowledge and incompetence. After I contacted your company to correct the billing, the agent changed my package and then called me, telling me that I needed to have a tracker removed from my vehicle. I questioned this because I only had one tracker installed in my car. Instead of properly investigating the matter, I was simply told to visit my nearest fitment centre because they would know what to do. I subsequently took my vehicle to A-Z, where the technicians inspected the system and confirmed that there was only one tracker installed. They explained that your agent had apparently created two accounts, making it appear as though my vehicle had two trackers. How can your own staff create this confusion and then expect me, as the customer, to waste my time correcting a mistake that your company made? The situation became even more concerning when the technician discovered that the tracker installation had been done poorly. This was causing my vehicle's battery to drain. The technician had to redo the installation from scratch, and only after this was done did the battery-draining problem stop. Because of your company's poor workmanship, I had to purchase a new battery. I requested a refund for this expense, but nobody has bothered to get back to me with an update or a resolution. This lack of communication and accountability is absolutely unacceptable. I also experienced a serious concern with your Geo Lock service. When the vehicle was being driven without Geo Lock being switched off, your company failed to call me. What is the point of paying for a vehicle security service if you fail to contact me when there could be a potential security risk? What would have happened if my vehicle had actually been ******? This is a serious concern that deserves a proper explanation, not silence. To make matters worse, I dealt with a manager by the name of Puseletso, who was rude and unwilling to assist me with my request. Instead of taking ownership of the situation and trying to resolve the issues, she told me there was nothing that could be done. This is not the level of professionalism or customer service I expect from a company that I pay every month. I have now decided to cancel my package, only to be told that I must drive to the nearest installer to have the very same device your company installed removed, and that I must also pay for the removal. This is absolutely ridiculous! After the incorrect billing, the unnecessary confusion caused by your agent, the poor installation that resulted in my battery draining, the lack of response to my refund request, and the poor treatment I received from your manager, you still expect me to spend more of my own money and time to correct matters relating to your service. I am beyond frustrated with the way I have been treated. I have paid for a service that has caused me unnecessary inconvenience, additional expenses, and serious concerns about the reliability of the security system protecting my vehicle. At every stage, I have had to chase your company for answers instead of receiving the service and support I am paying for. I want this matter escalated to someone who is willing to take responsibility and resolve it properly. I expect the following: A clear explanation of why I was placed on the incorrect package and overcharged. A response to my outstanding refund request for the replacement battery. A proper investigation into the poor tracker installation and the failure to contact me regarding the Geo Lock issue. Confirmation of whether the tracker removal fee can be waived, given the problems and inconvenience I have experienced with your service. Written confirmation of my cancellation and a clear explanation of any remaining charges, including the basis for the removal fee. I am not prepared to continue being passed from one employee to another while nobody takes accountability. I expect a written response addressing each of these issues and a reasonable resolution. The service I have received has been unacceptable from beginning to end. I expect your company to take this complaint seriously and resolve it without putting me through any more unnecessary inconvenience.
1 reviews | Active since Jul 2020
UNACCEPTABLE SERVICE, INCORRECT BILLING, POOR TRACKER INSTALLATION AND FAILURE TO ASSIST
UNACCEPTABLE SERVICE, INCORRECT BILLING, POOR TRACKER INSTALLATION AND FAILURE TO ASSIST I am extremely disappointed and angry with the level of service I have received from your company. The way my account and vehicle have been handled is completely unacceptable, and I regret having signed up for your services. When I signed up, the agent who assisted me clearly did not understand the packages your company offers. I was placed on a Bronze package for R459 per month, after which the agent added the individual services required by my insurance, instead of putting me on the correct Gold package for R229 per month. This resulted in me paying more than I should have been paying because of your agent's lack of knowledge and incompetence. After I contacted your company to correct the billing, the agent changed my package and then called me, telling me that I needed to have a tracker removed from my vehicle. I questioned this because I only had one tracker installed in my car. Instead of properly investigating the matter, I was simply told to visit my nearest fitment centre because they would know what to do. I subsequently took my vehicle to A-Z, where the technicians inspected the system and confirmed that there was only one tracker installed. They explained that your agent had apparently created two accounts, making it appear as though my vehicle had two trackers. How can your own staff create this confusion and then expect me, as the customer, to waste my time correcting a mistake that your company made? The situation became even more concerning when the technician discovered that the tracker installation had been done poorly. This was causing my vehicle's battery to drain. The technician had to redo the installation from scratch, and only after this was done did the battery-draining problem stop. Because of your company's poor workmanship, I had to purchase a new battery. I requested a refund for this expense, but nobody has bothered to get back to me with an update or a resolution. This lack of communication and accountability is absolutely unacceptable. I also experienced a serious concern with your Geo Lock service. When the vehicle was being driven without Geo Lock being switched off, your company failed to call me. What is the point of paying for a vehicle security service if you fail to contact me when there could be a potential security risk? What would have happened if my vehicle had actually been ******? This is a serious concern that deserves a proper explanation, not silence. To make matters worse, I dealt with a manager by the name of Puseletso, who was rude and unwilling to assist me with my request. Instead of taking ownership of the situation and trying to resolve the issues, she told me there was nothing that could be done. This is not the level of professionalism or customer service I expect from a company that I pay every month. I have now decided to cancel my package, only to be told that I must drive to the nearest installer to have the very same device your company installed removed, and that I must also pay for the removal. This is absolutely ridiculous! After the incorrect billing, the unnecessary confusion caused by your agent, the poor installation that resulted in my battery draining, the lack of response to my refund request, and the poor treatment I received from your manager, you still expect me to spend more of my own money and time to correct matters relating to your service. I am beyond frustrated with the way I have been treated. I have paid for a service that has caused me unnecessary inconvenience, additional expenses, and serious concerns about the reliability of the security system protecting my vehicle. At every stage, I have had to chase your company for answers instead of receiving the service and support I am paying for. I want this matter escalated to someone who is willing to take responsibility and resolve it properly. I expect the following: A clear explanation of why I was placed on the incorrect package and overcharged. A response to my outstanding refund request for the replacement battery. A proper investigation into the poor tracker installation and the failure to contact me regarding the Geo Lock issue. Confirmation of whether the tracker removal fee can be waived, given the problems and inconvenience I have experienced with your service. Written confirmation of my cancellation and a clear explanation of any remaining charges, including the basis for the removal fee. I am not prepared to continue being passed from one employee to another while nobody takes accountability. I expect a written response addressing each of these issues and a reasonable resolution. The service I have received has been unacceptable from beginning to end. I expect your company to take this complaint seriously and resolve it without putting me through any more unnecessary inconvenience.
1 reviews | Active since Nov 2024
Poor service
I'm not happy with the service I'm getting from matrix and it been a while explaining the very samething all the time but there's no help,I regret allowing car dealer to install device in my car from matrix,very poor service I get
1 reviews | Active since Nov 2024
Poor service
I'm not happy with the service I'm getting from matrix and it been a while explaining the very samething all the time but there's no help,I regret allowing car dealer to install device in my car from matrix,very poor service I get
1 reviews | Active since Jan 2022
Poor cancellation
I sold my car last August and requested to cancel my subscription. The company insisted on a penalty fee because I did not notify them before the sale so they could transfer the device to another vehicle, but I do not own another car. They have continued to charge me monthly and are still demanding a penalty fee for cancellation. I feel this situation is highly unfair.
1 reviews | Active since Jan 2022
Poor cancellation
I sold my car last August and requested to cancel my subscription. The company insisted on a penalty fee because I did not notify them before the sale so they could transfer the device to another vehicle, but I do not own another car. They have continued to charge me monthly and are still demanding a penalty fee for cancellation. I feel this situation is highly unfair.
1 reviews | Active since Sept 2026
Philani Prince Mkhize's service and understanding was unmatched even though we couldn't here each...
Philani Prince Mkhize's service and understanding was unmatched even though we couldn't here each other properly sometime with the background noise, he was patient and understanding. I appreciate that. Thank you so much for such ease.
1 reviews | Active since Sept 2026
Philani Prince Mkhize's service and understanding was unmatched even though we couldn't here each...
Philani Prince Mkhize's service and understanding was unmatched even though we couldn't here each other properly sometime with the background noise, he was patient and understanding. I appreciate that. Thank you so much for such ease.