Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been in communication with multiple members of the Samsara team for over two months regarding our account. Despite our repeated outreach, we have not received a resolution. We were involuntarily placed into an auto-renewing contract at the end of our original three-year term a contract we did not authorize and have made clear we do not accept.Following the contracts expiration, we specifically requested to speak with someone about adjusting or canceling our plan, as the auto-renewed pricing is not financially feasible for our organization. Our efforts to obtain assistance have led to endless referrals between team members, numerous unreturned phone calls, and no meaningful progress. This lack of transparency and obstruction is not only unprofessional but also appears to be in violation of ************************ (***) guidelines. According to the **** Negative Option Rule and updated guidance issued in 2023, companies must:Clearly disclose auto-renewal terms before charging the customer,Obtain explicit consent for such renewals,Provide a simple, accessible cancellation method equivalent to the method used to sign up,And honor cancellation requests without delay or runaround. Samsara's current practices auto-renewing without consent, making cancellation difficult, and creating an intentional barrier to communication appear to violate these federal protections. We are want to bring this to the BBB attention and assist us towards a resolution with them. At this point, we are demanding that our contract be terminated immediately. We have made multiple formal requests for a callback and have spoken to at least two representatives, neither of whom have been able to resolve our concerns or follow up as promised.We have urged them to take this matter seriously. The only response we received was via email that we cannot help you unless you buy out your contract.

  

  Business Response

  Date: 05/05/2025

  Hi ******, were sorry to hear about your experience and any inconvenience this has caused. I understand youve been in touch with our team and they gave an explanation as to why the auto-renewal occurred due to our 30 day cancellation period expiring.
  

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few months ago, I contacted **** to inquire about adding services to our existing account. He assured me that the system could support the additional features I requested. Based on his recommendation, we proceeded with an account upgrade and were charged accordingly. Unfortunately, the system did not deliver the promised capabilities, and despite numerous attempts to resolve the issue, it remains unresolved.
  After months of back-and-forth communication, I was recently charged an additional $3,000. When I reached out to **** again, he directed me to the help desk. Upon contacting them, I was informed that this charge was for an annual cost. This is completely inconsistent with our long-term history with Samsara, as we have never been subjected to an annual fee.
  Moreover, every time I attempt to get assistance—whether related to this issue or others—I am transferred from one department to another, sent from one email chain to the next, and constantly given the impression that the matter has been resolved when in reality, it has not. The lack of clear communication, accountability, and customer support is unacceptable.
  We respectfully request the following:
  A full investigation into the $3,000 charge and a breakdown of its justification.
  A single, accountable representative who can provide clear answers and resolution moving forward.
  If these issues are not resolved promptly, we will be forced to escalate the matter further, including considering alternate service providers and legal recourse if necessary.
  Sincerely,
  Tamara R*******

  

  Business Response

  Date: 04/24/2025

  Hi Tamara, we apologize for the inconvenience this has caused. I know you've been in contact with our team, and someone will be in touch shortly to provide an explanation of the annual charge and answer your questions.
  

  Customer Answer

  Date: 04/25/2025

  
  
  I am rejecting this response because no one has confirmed that my account is canceled and that my card will no longer be charged. I canceled my account before the billing cycle, yet I am still being charged. Please provide written confirmation on this platform that my account is fully canceled and that no further charges will be made to my card.
  Sincerely,
  Tamara R*******

  

  Business Response

  Date: 05/05/2025

  Tamara, we understand your continued frustration and regret any ongoing inconvenience. As previously communicated, the resolution regarding your complaint has been shared with you, and unfortunately, we are unable to issue a refund.
  

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Despite multiple assurances, the company has failed to cancel my account as requested. I was told my account would be canceled, yet charges continue. At this point, I am left with no choice but to involve my attorney to resolve this matter. 

  **** ***** 

  From:**********************
  To:Tamara R*******
  
  Tue, Apr 29 at 3:13 PM
  
  
  Hi Tamara - can you please email **************************  and ask for an ETF? They will be able to walk you through cancellation options. I will escalate the ticket for a quick resolution on my end.
  
  Show original message
  
  
  
  
  --
  **** ***** | North America Commercial Sales Manager
  Direct ***** ********
  Questions about the system? Check out our knowledge base
  Still need support? 24/7 Customer support ************ 
  
  
  
  ****** ** (Samsara)
  May 2, 2025, 9:53?AM PDT
  Hello Tamara, 
   
  We regret this inconvenience, however, it is not possible for us to proceed with your cancellation request at this time. Kindly note that Samsara does not offer early cancellations before the contract expiration date.
  Thank you,
  ******
  Samsara || Customer Support
  
  Sincerely,
  
  
  
  Tamara R*******

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We wanted to discontinue our service contract with Samsara which expired on 4/5/2025. They refused to let us out of the contract several days prior to the expiration date. They auto billed the entire 3 year contract in one payment of $4,321.93 when I requested that they no longer auto bill our account. I spoke to a manager and he said he was unable to cancel our account?

  

  Business Response

  Date: 04/16/2025

  Hi Dan, we’re sorry to hear about this experience and the inconvenience this has caused you. I understand you’ve been in touch with our team and are now working with them to resolve this issue.

• Initial Complaint

  Date:04/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last 6 months, our company has been trying to reduce the number of licenses utilized in what are 2 or ****** agreements. Due to ever-changing market conditions, our fleet size has reduced (from 30 to 25 assets... I know... big chunk of change), the fine print in the contract however, leaves it up to Samsara to define if your request is valid or not, holding their clients hostages to archaic, illogical contractual agreements no respectable company would ever consider presenting to its clients. You do have 30 days to return the equipment, however, because you know, the market and regulations suffocating the transportation industry might change in less than a month...Hostage-takers: As companies grow, they are required to do 1, 2, or 3-year product licensing agreements with Samsara, with the flexibility to Shrink left to them, as a provider. When market conditions affect their clients directly, said fine print guarantees that Samsara continues to meet their bottom line, or else... while their clients are left holding the bag for LEASED or BOUGHT EQUIPMENT. I have no idea how they get an A+ rating with this structure. Add to all this, the fact that managing sales orders, licensing, and hardware inventory is close to impossible by a client in the industry. You have to contact their support team, then wait a few days, for them to finally give you a detailed report of your actual inventory and the interlocking licenses and sales order. It feels like ********************** doesn't know what they are selling you or charging you for and hoping you continue to pay for their mess of a platform and billing practices

  

  Business Response

  Date: 04/09/2025

  Hi *******, I understand youve been in touch with our team and now are working with them to resolve this issue. Were sincerely sorry to hear about this experience and apologize for any inconvenience this has caused you.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23152069
  
  I am rejecting this response because:

  The contact did not resolve the issue of reducing our overall license counts or responded to our alternative petitions to provide a cancellation fee for services. We are still hostages to Samsara's never ending contracts
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/16/2025

  Hi *******, we've been informed by our support team that you have concluded the issue with them. We're sorry again for any inconvenience this caused. 

• Initial Complaint

  Date:03/28/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Poor management and people changing positions is no excuse to tell your client why you dropped the ball for months. I called **** ******, Sales Manager multiple times between December 5th and last week. His position did not change any they want to blame the change in position of my sales rep. I had requested Hot Spot functionality be removed from our account since 1 installer could access it for 2 mins to check into the job for day and then deplete the entire hot spot data for the month. I constantly was following up with **** ****** directly by phone and email and didnt receive a response for months. He would say he would get back to me and never call back. My Sales Rep ***** ****** just completely ignored me.
  
  I even told them I was interested in the equipment trackers but would not pursue that until the hot spot credit and removal was completed. As a client I am not happy. At this point, they will not connect me to ****** supervisor. I ask for something additional for the lack of service from 12/5-3/15 my new sales rep **** refuses to reply with ****** supervisor's contact information or to forward it to me. He told me to reach out to ****.
  
  This is completely unprofessional and unacceptable. Breach of contract due to lack of services.

  

  Business Response

  Date: 04/08/2025

  Hi Jordan, I understand you’ve been in touch with our team and now are working with them to resolve this issue. We’re sorry to hear about your experience and sincerely apologize for any inconvenience this has caused you.
  

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  Sincerely, 

  
  
  
  Jordan H******

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We first launched the Samsara platform about 4 years ago. Initially their product seemed to work fine and their service was appropriate. However that changed quickly. We were assigned an account rep and would make them aware of the issues we were experiencing. The response was usually, let me look into that, or we are aware and are working on that. Constant changes and re-assignments were made with Account reps. We have at least 7 listed that we recall. Nothing ever gets resolved with issues. If you ask to schedule a call to discuss, it doesn't happen. We are on the final year of our contract. Our last renewal was 9-19-2024, costing 5740.56 for the final year, with a promise of issues being fixed and an account rep. being responsive. The latest issue is false alert codes. We are averaging 20+ a week and incurring payroll expense with every one to schedule mechanic hours to review and ensure it is not a real alert. This has been going on for months with no end in sight. Request for a call to discuss have been refused countless times. We welcome a resolution, but have zero faith that will happen. Samsara is not creditable or interested in resolving the issues with their equipment and how it interfaces with vehicles. Our shop manager seems to know more about the deficiencies with samsara products and has learned from other companies in the country that they too are experiencing same or similar issues and are being stonewalled by Samsara in their attempts to resolve. Samsara has not provided the service we contracted and paid for. Their alerts are erroneous and the time it takes to chase these down is expensive. Any response comes from a help desk employee, indicating they opened a ticket. Never is there a response from a leadership individual or decision maker at Samsara. The concept is good, the product, technology , customer service and quality of leadership is not.

  

  Business Response

  Date: 04/01/2025

  Hello, we’re sorry to hear about this experience and apologize for any inconvenience this has caused you. I understand you’ve been in touch with our team and now are working with them to resolve this issue.

  Customer Answer

  Date: 04/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: A call was finally scheduled on 3-27-2025, at 11a.m. Several Samsara employees were on the call including ******* ** ***** ****** ******** *** ******* *********. We have had conversation with all of these employees previously, however, went thru all of the issues again for their understanding on this call. The significant issues with the Samsara system have surfaced more than once. Previous to the current issue was an issue with their gateways and the damage it did to the trucks, blowing resistors and causing major labor to be incurred when tracing these issues out. That issue went on for a very long time until our Shop manager diagnosed the fix. That problem and expense was not addressed on this call and continues to be ignored. The current ongoing issue is that we are receiving daily false alerts indicating that our trucks have engine alerts. It is not uncommon to get 30 of these false alerts a week. Again, our shop manager diagnosed a potential fix and provided it to them on this call. Samsara does not appear to have the interest or ability to fix their issues that are causing this. This has been going on for over 6 months and still they indicate they have no timeline for a resolution. Every false code they generate, causes mechanic hours to confirm it is in fact false. It is clear they feel no impact for the damage or expense they are casing ********. Their contract was paid in full, and they are not engaged in making this right. Since the call we have again been asked to provide random information. ex. How many pieces of equipment does ******** have? ex. can you show evidence of receipts for expense incurred with this problem. We went thru specific detail letting them know on the call the majority of the expense is all payroll. It seems their approach continue to be "just ask more random questions and string this along." The shop manager and I have hours in this issue. We have been communicating with Samsara, and many employees there over and over again. There doesn't appear to be a process when they share information internally. We would like to know what their plan is to get this resolved, and what their timetable is for doing it.
  
  
  
  Sincerely,
  
  
  
  ******** 

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the controller for a large employer that owns both a vehicle fleet and equipment fleet. Samsara's business model is to charge you 3 years in advance for their services. The only problem is that businesses change in that time and Samsara will not work with you when these changes occur. For example, we had two vehicles that were destroyed along with the GPS units (one burned and one stolen). When we approached Samsara regarding this, their response was not to offer any kind of a prorated refund, but instead, to remind us that we agreed to the lease upfront and the best that they could do would be charge an additional early termination fee for the stolen and burned vehicles. These are bait and switch tactics and we will be moving on due to our poor experience with their management and customer support teams.

  

  Business Response

  Date: 03/19/2025

  Hi Justice, we’re sorry to hear about this experience and apologize for any inconvenience this has caused you. I understand you’ve been in touch with our team and now are working with them on this issue.

  Customer Answer

  Date: 03/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I do not have sufficient backup documentation from the business to justify their decision.
  
  
  
  Sincerely,
  
  
  
  Justice G********

  

  Business Response

  Date: 03/27/2025

  Justice, we appreciate your feedback, and have provided information to you in the attached document that should help. At the top of Page 4 you will see "Samsara and Customer each acknowledge and agree that your purchase is governed by and subject to the Samsara Terms of Service located at **************************************** (the “Samsara Terms”). That link will take you to the online Terms of Service page where 16.2 discusses the restriction against terminating an order form early, for convenience.

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of 2025 I was charged incorrectly to the tune of about $6,572.04 on my credit card. I have been in contact with the company. They claim to have major billing problems and it will take 15 weeks to resolve. I frequently receive emails from Samsara saying they tried to contact me and that they need information from me. They have not tried to contact me. When I respond and call Samsara I get a *** taking my information and they say they will escalate the issue with their manager. The process keeps ***eating. In February I received another email stating that i would be charged another $1,741.58 in March. I called ****** about this issue and they claim to have no knowledge of the email and that i would not be charged again. March 6 2025 I received an invoice that charged my CC. Again, this in correct. I called Samsara and was told that this issue would be escalated and thank you for your patience. At this point I have been charged about $6,572 too much. If this is a widespread problem as Samsara claims a lot of customers are being harmed.

  

  Business Response

  Date: 03/17/2025

  Hi *******, were sorry to hear about this experience and apologize for any inconvenience this has caused you. I understand youve been in touch with our team and now are working with them to resolve this issue.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23028479
  
  I am rejecting this response because:

  There is no resolution.  They keep saying the same thing over and over again.  You are working with our team to resolve this issue.  Please be patient.  This has been the response since January 2025.  Today (March 17, 2025), I received a note that informed me that I should have received a refund please check your records.  Upon checking my records, I did not receive any refund.  There is no resolution until the refunds are provided and my account has been charged correctly.  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/25/2025

  Your refund was processed on March 18. It can take approximately 10 days to appear on your statement. We apologize for the frustration this has caused. 

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The company has finally refunded the amounts that were incorrectly charged to my account.  I thank you for your assistance and I believe your involvement is what made a resolution possible. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a contract from Samsara for 12 devices on 05/30/2024 - ~4.7k Around December we inquired about new GPS trackers they released. They sent us 10 for testing. They would only sell in increments of ten. We chose to add those to our subscription.Samsara informed us that in order to add them to the subscription we need to pay for a full year for the 12 devices again. Meaning resetting the contract. The remainder of the old contract will be refunded. They charged us promptly for the new contract on 1/22/2025 and promised to refund us promptly. To our surprise, they just put in a new price for the 12 devices we had without notice and charged us ~5k and on top of it ~1.2k for the new devices we added.After around 3 weeks since they charged us again we reached out for a refund status. They said it's in their "finance processing" stage and they don't yet have an ETA for the refund to be processed. We are now approaching the end of February with a surprise 5k spend, because they refused to add any devices without resetting the contract at a new price. We want our refund and so far have been unable to get anyone to treat this with the urgency it deserves. Charging and refunds must have the same priority, not we charge you and you fight to get the refunds back.We do not recommend anyone signing up for Samsara services unless they read some posts on BBB and realize that they will do everything to avoid cancellations, force +1 year resets every time you add equipment and change your price while doing so. ******.

  

  Business Response

  Date: 03/05/2025

  Hi *****, were sorry to hear about this experience and apologize for any inconvenience this has caused you. I understand youve been in touch with our team and have worked with them to resolve this issue. 

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22978620. 

  While this specific issue was resolved, eventually, it is important to note that there were extreme delays in obtaining our refund. The promised timelines were missed by almost a month.

  Additionally the policy of forced renewal when devices are added to an account is very bad for a customer. It's a lengthy process to renew where customers are double charged, can't get refund for 30+ days and are forced to sign for another year. If our company grows little by little we will be forced to either get many devices ahead of time and pay for licenses we don't want or renew every time and lose cash flow due to poor refund procedures.

  I think it is important for everyone to be aware what to expect here. 
  
  Sincerely,
  
  YuriyK

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The samsara app is extremely flawed and reports inaccurate safety events. There are bonuses and other financial programs that have disqualified drivers for this. I clearly have my seatbelt on in the attached photo.

  

  Business Response

  Date: 03/03/2025

  I'm sorry to hear that, Cierra, and we want to help address your concerns. Please contact ******************* and we have a team standing by ready to help troubleshoot any device issues.