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:12/03/2024

  Type:Product 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.

  Ive been a Samsara customer for over 5 years, spending thousands on their services. On November *******, I was given just two weeks notice that critical features, including WiFi hotspot and geofencing, would be disabled. Samsara claims these were free, despite my long-term reliance on them.On December 3, 2024, they turned off these features. When I sought help, I received only a generic response: Please reach out to *********************************** Their customer service refuses to resolve the issue, despite its significant impact on my business. Before this, their account executive persistently upsold services but now ignores my concerns.This bait-and-switch behavior is unethical. I request that Samsara restore these features immediately.

  

  Business Response

  Date: 12/12/2024

  Thank you for sharing your feedbackwe deeply regret any frustration this situation has caused. We recently identified that certain telematics features associated with licenses for our Vehicle Gateways (VG) were unintentionally provided to some customers who had only purchased Dash Camera (CM) licenses at no cost. To address this issue, the impacted customers were notified that a VG license is required to continue accessing these features, and our intent was to align licensing while minimizing disruption. We apologize if this transition felt abrupt or unclear. Your concerns about communication and support are taken seriously, and we are committed to assisting and exploring solutions that best suit your needs. Thank you for giving us the opportunity to address this.
  

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22632469
  
  Samsara's response completely fails to address my concerns or provide a viable solution. Their claim that I never paid for the Vehicle Gateway (VG) features is nonsense. I am attaching two invoices (Invoice #******* and Invoice #******) that clearly include these features as part of the original deal I signed up for. Additionally, these features were explicitly sold to me by Samsaras sales representatives, ****** ******** and ******* ********, as part of the overall package. Samsara now claims they were provided in error, which is both false and a breach of trust. If your team sold me these features, Samsara must honor the agreement.
  When I attempted to cancel due to the removal of these critical features, I was told that I had to provide 30 days notice. This is unreasonablehow could I have canceled 30 days in advance when Samsara failed to inform me of the changes until two weeks before they took effect? Samsaras policies are clearly designed to protect their own interests while disadvantaging customers.
  To allow my business time to transition to another provider, I am requesting the following:
  Samsara must cancel all future auto-renewals and ensure that no further charges are made to my account as of February 1, 2025.
  Samsara must issue a pro-rated refund for Invoice #***************, attached here, which covers services I told Samsara I wished to cancel but was prevented from doing so due to their "30-day notice policy", that I never agreed to.
  This is a reasonable resolution considering Samsaras removal of critical features and failure to uphold their end of the agreement. Continuing to enforce charges for services that no longer meet the terms I originally signed up for is unacceptable.
  Samsara must act in good faith and honor these requests. If no action is taken, I will have no choice but to escalate this matter further. 
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 12/23/2024

  Thank you for your response and for providing additional details. We understand the frustration this situation has caused and appreciate the time youve taken to outline your concerns. We acknowledge the points raised regarding your original agreement and the invoices attached. Our team is reviewing these documents and your feedback to ensure we fully understand the context and address your concerns appropriately. As communicated previously, the telematics features in question were unintentionally provided without a Vehicle Gateway (VG) license. The recent changes were part of an effort to align our services with the appropriate licensing requirements. While we aimed to minimize disruption, I understand that this transition has been challenging, particularly regarding the timing of notifications and our cancellation policy. Your feedback is being escalated internally, and we are committed to working through this matter with you.

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22632469
  
  I am rejecting this response because:

  Thank you for your response. While I appreciate the acknowledgment and explanation, it fails to address or resolve the core issues I raised and does not provide any tangible solutions. I am seeking concrete actions to rectify the situation. Nearly two months should have been sufficient time to investigate and resolve this matter.

  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 01/10/2025

  Thank you for your feedback. We understand your frustration and regret the disruption caused. The features in question were offered as complimentary additions and not part of your subscription plan. Aligning features with purchased plans required disabling these services unless supported by a Vehicle Gateway (VG) license.
  

  To restore these features, VG licenses can be purchased, and our sales team is available to assist with options. If you'd like to transition to another provider, we can calculate your account balance and provide an invoice to facilitate closure. We apologize for the inconvenience and appreciate your understanding as we work to improve communication and transparency.

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22632469
  
  I am rejecting this response because:

  I have reached out to customer service since 12/26/24 to inquire about the price for the ** features. I have yet to receive an answer to my inquiry. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/12/2024

  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.

  I have have spent many weeks trying to get an explanation from Samsara about their cryptic, opaque billing process. Each time I make an inquiry, I am passed on to another "customer service" representative asking me to outline the issue. This has gone on for too long, so I would like to file an official complaint. I am attaching 2 documents here which should wildly different billing summaries. I am uploading 2 different pdf's for the same invoice (order number S-1921836) and the totals are wildly different. One invoice was emailed to the owner of the company, while I downloaded the other from our Samsara admin portal. The totals do not match. This type of billing practice has been going on since we began our relationship with Samsara. I would like to audit every single invoice that we have received since the inception of our account to make sure we are not receiving fraudulent totals.

  

  Business Response

  Date: 11/19/2024

  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: 11/20/2024

   
  Complaint: 22545041
  
  I am rejecting this response because Samsara's convoluted billing practices are impossible to figure out as there is no way to cross-reference anything outlined in their response below. Sales orders do not correspond to invoice numbers, and there is also no breakout about contract starting and ending dates. Please read their response below and tell me if is something that seems reasonable to figure out. This has taken me weeks to get a detailed response from Samsara. All we are asking for is this type of breakout explaining all charges each time we receive an invoice. Currently, Samsara's invoice is generalized which makes financial tracking nearly impossible to figure out.

  See their response below

  Sincerely,
  
  **** ******

   

  Hello ****,
   
  I hope this message finds you well. 
   
  I am writing to you on behalf of the Incident and Escalations team at Samsara regarding your complaint with the Better Business Bureau and your request for clarification concerning your invoices.
   
  We have conducted an internal review of your case, and I would like to share the findings with you.
   
  Sales Order S-1921836 has a License Start Date of 11/8/2023. This order was incorporated into contract #******, which has an End Date of 3/15/2025; therefore, the license term for this order is 17 months.
  The initial 12 months were billed on Invoice ***************, with total $3,679.16, which includes a shipping fee of $40 and tax fees of $269.57.
  Given that the license term for this order is 17 months, there are still 5 months remaining. These 5 months were billed under Invoice ***************, with total $1,516.32, which includes taxes.
  In the Account Breakdown Excel File, taxes and shipping costs are not included. This breakdown solely presents the subtotal for the complete 12 months. 
  Additionally, five other orders within the same contract are subject to the same circumstances. The invoices for 2024 have billed only the remaining months of the contract until March 2025, rather than the full 12 months. Should you require a detailed explanation of each order, please do not hesitate to inform me.

  

  Business Response

  Date: 11/26/2024

  Hi ****, I understand youve been in touch with support, who have provided details of your contracts. We appreciate your feedback on our billing process and understand the need for clearer, more detailed invoicesyour input has been shared with our team to explore improvements.
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22545041
  
  I am rejecting this response because: this does not address the issue with your billing practices. Unless you make changes which impact your customer, "sharing this with your team" does not fix the problem on the customer side. I have no choice other than to move on, so you can close out the case, but I am still unsatisfied with the result. 

  I dismiss this case without prejudice.

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/06/2024

  Type:Product 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.

  This company continues to charge my credit card for the last two (2) years in the amount of $368.26 for an invoices I never authorized. Last Invoice # *************** they sent me (they said)

  

  Business Response

  Date: 11/12/2024

  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.

• Initial Complaint

  Date:11/05/2024

  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.

  This issue has been ongoing since June. Samsara withdrew $6648.75 out of my bank account for a yearly contract. The amount was disputed and a monthly contract was requested. The amount was refunded, Samara notified me that they are unable to do monthly contracts. I informed them that I will need to terminate my business as I would need a monthly contract. During that time they charged my ******* *** credit card with out any authorization as the credit card was not even on file. After filing a dispute with ******* ***, I was informed I would need to speak with the merchant directly. There is no number to contact Samara, the numbers that are supplied only lead to "you need to file a support ticket there is nothing I can do on my end". Each time I open a support ticket I receive replies until I mention I want to terminate my service. This issue has gone on long enough with no resolution. I want instructions on how to return their equipment and a full refund on my credit card that they did not have any authorization to run in the first place. The account was linked to the business bank account not the credit card.

  

  Business Response

  Date: 11/12/2024

  Hi Dana, 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: 11/13/2024

  I received their response however the issue has not been resolved yet. Still waiting on our refund. 

  Customer Answer

  Date: 12/02/2024

  Good Morning,

   

  I am requesting that my complaint for Samsara be reopened as the matter has not been resolved. Please inform me when this takes place.

   

  Thank you,

   

  **** Caley 

  

  Business Response

  Date: 12/04/2024

  We're sorry to hear about this experience. We've located your account and can confirm a refund has been processed for you.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22516852
  
  I am rejecting this response because: I have yet to receive a refund.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/01/2024

  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.

  We have been trying to cancel our account with Samsara for months now and have not received a straight answer. It is impossible to get anyone on the phone and emails take weeks at a time to get a response. Their Early Termination Fee (ETF) is not clear. Since we were originally presented an ETF agreement, our account has been charged over $5,000 and Samsara claims our ETF amount of almost $10,000 remains the same. Essentially, their ETF is paying out the remainder of the contract amount, which we stated we've been fine with, but our recent payments of over $5,000 should be reflected in the ETF amount. At this point it's almost impossible to get a response, calling in they state I must wait for an email response. I have reached out four times over the last month to which I have not gotten a reply. In the last 30 days alone we have been charged almost $600. Everything this company is doing to us is unethical, unprofessional and completely wrong. All we want is for our account to be closed to the proper amount. I'm out of ideas on how to resolve our ETF outside of paying their completely inaccurate ETF. This company is trying to charge us thousands of extra dollars for no reason.

  

  Business Response

  Date: 11/07/2024

  Hi Kevin, 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.

• Initial Complaint

  Date:10/28/2024

  Type:Product 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 had issues removing some of the Trackers from the cars we sold. We have asked for them to take the off the account we even offered to pay to get out of the contract. We also asked for all 5 of our contracts to be merged into one. We went back and forth for several months on this with no help. There was one of our contracts that expired, and we couldn't track we called and emailed several times to get this cut back on, but no one got back to us. This contact had most of our cases on it, and one was stolen during this process, and we could not track it. IT took them over 3 weeks to get back to us on the renewal. After that, we had to go with another company to track the cars. We have over 75 emails back and forth with them, And all we get back is responses where we have to explain everything again. Over the last year, there has been more customer support, and it can respond. I asked to speak to someone in management server time with no luck. I have asked how much it would be to get out of the contract but they said they could not do that. I sent them a letter and email on 7/24 saying they were in breach of contract and not to charge our card anymore. They denied that request with no info. We also took our card off the site, so they could not charge it. Sixty days later, they used our card and charged our account for almost $1000. I want all of our contracts removed and our $1000 refunded. This used to be a great company with great customer service, but something has changed in the last year, and it's unbelievable how bad it is.

  

  Business Response

  Date: 11/07/2024

  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: 11/12/2024

   
  Complaint: 22482589
  
  I am rejecting this response because: Your team has not been no help with the issue. All they told me is my request have been denied. I asked to speak with the leadership team. All I get is can answers back. Please cancel all open contracts.  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 11/22/2024

  Hi ****, we understand your frustration and apologize for any inconvenience caused. Our records show that our team has worked to address your concerns and provided options within the terms of your contracts. Unfortunately, we cannot cancel or refund your contracts as requested, as this would breach the agreed terms.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22482589
  
  I am rejecting this response because: No solution or effort was proposed.  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/26/2024

  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.

  This is what I emailed to Samsara on 9/25 @ 1:25pm after trying multiple times to get resolution over the phone:
  
  *****, it would not have been a problem if the system tried processing the renewal amount automatically, however you are mistaken since the system did not go in and try to run the payment on multiple different cards for multiple different amounts. Someone physically is trying multiple cards with different amounts.
  
  I will describe below what you have tried to take off of the cards so far for this renewal:
  
  CARD ENDING IN ****:
  $5,000 - APPROVED
  $10,000 - DECLINED
  $15,000 - DECLINED
  $33,144.39 - DECLINED
  
  CARD ENDING IN ****:
  $10,000 - APPROVED
  $6,000 - DECLINED
  $33,144.39 - DECLINED
  
  CARD ENDING IN **** :
  $33,144.39 - DECLINED
  
  As of right now I need to know who authorized this and 2nd are they done trying to process multiple payments?
  I have no issue paying what is owed. I just need to know as of right now the balance due for the renewal and how you would like me to send payment. Per my calculation we still owe $18,144.39.
  I have since VOIDED the original check I was sending for the full $33,144.39 since we no longer owe that amount.
  
  Thank you,
  ***** ********
  **** ********** ***
  ************
  
  Then after this email was sent the company tried multiple more times to withdraw funds from the credit cards the next day.
  
  I have tried multiple times to speak to a supervisor or anyone willing to try and help me and the only thing I am told is "I CAN ESCALATE YOUR TICKET"
  
  I definitely have the funds available to pay for my full amount due, however the bank does not allow transactions that large so it is causing a lot of problems on my end

  

  Business Response

  Date: 10/02/2024

  Hi Julie, we apologize for the inconvenience. It looks like the issue has been resolved, and your account is now in good standing. The system attempted smaller payments due to a flagged transaction, but everything has been processed correctly now. Thank you for your patience.
  

  Customer Answer

  Date: 10/09/2024

  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.  I do hope that in the future you communicate with ANYONE who you try to pull funds from their credit cards the dates and amounts you are trying.  This could have been avoided by communicating with me.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:09/13/2024

  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.

  I am writing to formally lodge a complaint against Samsara **************** regarding their unacceptable customer service and contract management practices. Over the past few months, we have encountered numerous issues that have significantly impacted our operations and left us feeling trapped in an auto-renewal contract that extends for an additional two years.

  

  Business Response

  Date: 09/22/2024

  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: 09/26/2024

   
  Complaint: 22281905
  
  I am rejecting this response because: 
  Samsara made a generic attempt to reach out to me regarding an old customer service ticket that was over 30 days old and closed on their end without resolution after the BBB complaint was made. In that ticket, I had requested a quote to see the cost of buying out our contract. Now, instead, they provided a quote for the full remaining amount of the contracts, which have been problematic from the startone of them being an auto-renewal we had tried to stop. Due to their lack of follow-up, it wasn't canceled in time. Samsara has repeatedly dropped the ball, and now, in response to a BBB complaint, they still expect us to pay our way out with expensive buyout options, there has to be some compromise. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 10/02/2024

  Hi ******, we're sorry for the trouble youve experienced. After consulting with our team, **** confirmed that the buyout terms are set according to the contract. We appreciate your feedback and apologize for any inconvenience this may have caused. Thank you for your understanding.
  

• Initial Complaint

  Date:09/06/2024

  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 entered a 3 yr contract with Samsara for an ELD. My 3 yr contract expired on August 30th 2024, I was unaware that the contract was auto renewal for another 3 years. On August 31st Samsara charged my credit card for $2,433.97 which is more than the previous contract price of $1,600 originally. I was not notified of the auto renewal as well as the increase of price. I was no longer interested in Samsara service because I'm working on retiring from trucking and no longer needing their service. I explained it to them in an email and on the phone and they insist that I will be held to a new contract of 3 years. I haven't use any of their services since August 28th,2024 which is before the previous contract ended.

  

  Business Response

  Date: 09/13/2024

  Hi *******, were sorry to hear about this experience and understand your frustration. It looks like your contract auto-renewed per our terms, and weve shared the details with you. If youd like to discuss the buyout option to exit early, please reach out to our support team, and well be happy to assist further.
  

• Initial Complaint

  Date:09/05/2024

  Type:Product 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.

  Greetings. After multiple attempts to have our contracts / licenses terminated due to downsizing the company fleet / lease termination with owner operators ( the first one was addressed in April 2024 ) we were illegally held into these agreements. Moreover, some of our contracts were renewed automatically even if we contacted their customer service and requested to be terminated. When a contract is up for renewal, on the dashboard it says to contact Samsara to renew, which leads you to believe if you don't contact them, it won't renew but instead it renews automatically. Samsara continued charging us lots of money for what we are not using anymore. We've been customers since 2018 and have many unresolved functionality issues that support completely stopped responding to and never fixed. When a contract is up for renewal, on the dashboard it says to contact Samsara to renew, which leads you to believe if you don't contact them, it won't renew but instead it renews automatically.We reached out with tons of requests to stop all the contracts from renewing, to terminate all contracts so that we do not have to continue paying for a service we are not using. We have also asked for refund on some contracts but never got a clear resolution ( just some copy-paste texts they send over to their customers ). It's a nightmare what they do to us and to many other companies that find themselves in this ridiculous situation and unlawful circumstances. Obviously that's a directive sent by their management directly to their employees on how to handle these requests. It is a deceitful way of conducting a business while charging huge amounts of money. We feel we gave them plenty of time to get these things resolved in accordance with the signed agreements, but after 4 months of continuous efforts - nothing was done and we made sure to let them know that we're taking this to the court and we seek *************** request ******** moral damage compensation.

  

  Business Response

  Date: 09/12/2024

  We always aim to put our customers first and are sorry to hear about your experience. We have located your account and can confirm that our Support team has refunded two orders and honored contract cancellation.