Formal Complaint: Tracker Fitment Failure & Poor Service – Toyota Hilux

I am writing to formally lodge a complaint regarding the extremely poor service and lack of communication I have experienced with Netstar regarding a tracker fitment. I purchased a new Toyota Hilux Double Cab for my son on Thursday, 29 January 2026. Prior to this, I contacted Netstar on Monday, 26 January 2026 to arrange for the removal of the tracker from the old Toyota and installation in the new Hilux. Sequence of events: 1. A fitment was initially arranged for Thursday morning at the dealership. 2. This was cancelled and rescheduled for Friday afternoon at 15h00. 3. The fitment was then moved again to Friday morning at 10h00. 4. The technician did not arrive (no communication), and by 12h00 on Friday I contacted Netstar, where I was informed that there were “network problems” and the fitment wiil not be completed and they will re-schedule. 5. I advised that my son was travelling to Middelburg and asked whether the installation could be arranged there. No feedback or communication was received. 6. On Monday, I phoned Netstar again and was told that the Fitment Centre had reported that the tracker was installed. This is incorrect — no tracker was installed. I requested that the vehicle be tracked to confirm this, which Netstar could not do. I was told the matter would be escalated to a manager who would contact me. 7. As of today, 4 February 2026, I have still received no communication from Netstar, nor has any attempt been made to complete the tracker installation. This level of service is completely unacceptable. The repeated rescheduling, incorrect reporting, failure to install the tracker, and lack of follow-up communication reflect very poorly on Netstar’s service standards. I am extremely disappointed and request that this matter be urgently resolved. I would appreciate immediate contact to arrange the installation and to explain how this situation occurred.