URGENT FORMAL COMPLAINT AND DEMAND FOR RESOLUTON - TRACKER S.A ALLEGED DAMAGE TO BRAND NEW 2026 TOYOTA COROLLA CROSS HYBRID

Good day,

I am writing to formally express my extreme anger, disappointment and dissatisfaction with Tracker SA regarding the serious damage allegedly caused to my brand-new Toyota Corolla Cross Hybrid following the installation of your tracking unit.

I purchased a brand-new Toyota Corolla Cross 1.8 HEV GR-S from NMI Toyota Kuruman on Thursday, 20 August 2026. The Tracker SA tracking unit was installed by a Tracker SA technician on Tuesday, 18 August 2026.

On the very same day, immediately after the Tracker SA installation was completed, my vehicle displayed a severe hybrid system/battery error warning. The vehicle had to be towed to NMI Toyota Kuruman that same evening for urgent assessment. I also contacted Tracker SA that evening to report the matter.

What is even more concerning is that when I contacted Tracker SA again on Wednesday, 26 August 2026 to follow up on my report, I was informed that the call I had made the previous evening had never been logged. This is completely unacceptable, particularly given the seriousness of the problem I had reported.

On Wednesday, 26 August 2026, an official Toyota Master Technician inspected the vehicle. I was subsequently provided with an official Toyota report confirming that the Tracker SA unit caused a massive electrical drain, which resulted in permanent damage to the vehicle's hybrid battery system.

This is a brand-new vehicle, and the fact that it suffered such serious damage immediately following the installation of the Tracker SA unit is extremely distressing and unacceptable.

FAILURE TO RESPOND AND PROVIDE ASSISTANCE

At approximately 13:30 on Wednesday, 26 August 2026, I sent Tracker SA a formal email lodging my complaint regarding the damage to my vehicle. Tracker SA responded at approximately the same time and provided me with item/reference number ***8.

The F&I representative from NMI Toyota Kuruman also contacted Tracker SA by email on the same date regarding the matter. Despite this, no meaningful assistance or resolution was provided.

On Thursday, 27 August 2026, I followed up again and was contacted by Mr Malcolm Botha from Tracker SA. Mr Botha advised me that he would escalate my complaint to his superiors and revert to me. Despite this assurance, Mr Botha has failed to contact me again, either by telephone or email.

The dealership's F&I representative also sent correspondence to Mr Botha and Mr Marnus Jansen van Vuuren, yet I have still received no substantive response or solution.

This morning, 28 August 2026, I personally contacted Mr Marnus Jansen van Vuuren and once again explained the situation to him, despite the fact that he had already been copied on the correspondence from the dealership and was therefore aware of the matter.

As of now, I have still not received a solution, a formal response, or any commitment from Tracker SA regarding the damage to my vehicle.

Since first reporting this matter, Tracker SA has effectively failed to follow up, failed to communicate properly, failed to provide a solution and, most importantly, failed to take accountability for a matter involving serious damage to a brand-new vehicle.

I have the official Toyota report in my possession and am prepared to provide it to Tracker SA and any relevant regulatory or dispute-resolution authority.

MY DEMANDS

Given the seriousness of this matter, I hereby formally demand that:

A senior manager or suitably authorised senior representative of Tracker SA contact me immediately to take ownership of this matter. Tracker SA provide me with full written confirmation of whether it accepts responsibility for the damage caused to my vehicle. Tracker SA confirm in writing that it will cover the full cost of replacing the permanently damaged hybrid battery system with a new genuine Toyota factory-fitted battery, if replacement is required in accordance with Toyota's assessment. Tracker SA cover all diagnostic, inspection, towing and other reasonable costs directly arising from the incident and the investigation into the damage. Tracker SA provide me with a complete written investigation report explaining what occurred during the installation of the tracking unit, including the installation procedure, the technician's findings, testing conducted and the cause of the electrical drain. Tracker SA immediately arrange for the removal of its tracking unit from my vehicle, subject to the appropriate arrangements, as I have lost confidence in the installation following this incident. Tracker SA provide me with a clear written indication of the steps and timeframe for restoring my vehicle to the condition it was in before the Tracker installation. SERIOUS INCONVENIENCE AND PREJUDICE

I must also place on record the significant inconvenience this matter has caused me.

I purchased a brand-new vehicle specifically to have reliable personal transportation, yet I am currently unable to use the vehicle because of the serious hybrid battery/system failure that occurred immediately after the Tracker SA installation.

I am therefore left without proper transportation despite having just purchased a brand-new vehicle. This has caused me considerable inconvenience, frustration and disruption, and I do not believe that I should be expected to bear the consequences of a problem that arose immediately following the installation of Tracker SA's equipment.

FINAL NOTICE

I have been patient and have repeatedly attempted to resolve this matter directly with Tracker SA. Unfortunately, the manner in which this complaint has been handled to date has left me with the impression that my concerns are not being treated with the seriousness they deserve.

I therefore require a substantive written response and intervention by a senior manager within 48 hours of receipt of this correspondence.

Should Tracker SA fail to provide a satisfactory resolution within this period, I will proceed with escalating the matter to the Motor Industry Ombudsman of South Africa (MIOSA) and the National Consumer Commission (NCC), and I reserve my right to pursue any other remedies available to me in respect of the damage, costs, inconvenience and losses arising from this incident.

I also request that Tracker SA preserve all records relating to the installation and this incident, including the technician's job card, installation records, photographs, device information, diagnostic information, internal investigation records and all correspondence relating to my complaint.

This matter is extremely serious. I have a brand-new Toyota Corolla Cross Hybrid with a permanently damaged hybrid battery system, and I have an official Toyota report documenting the findings. I expect Tracker SA to treat this matter with the urgency and accountability it deserves.

I look forward to receiving an immediate response from a senior manager and a concrete resolution to this matter.

Yours faithfully,

[VIRGINIA] Contact Number: *** Vehicle: Toyota Corolla Cross 1.8 HEV GR-S Registration: ND 50 HF GP VIN: AHTKDBAG*** Tracker Reference/Item Number: ***8