Complaints
Customer Complaints Summary
- 90 total complaints in the last 3 years.
- 46 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/12/2024
Type:Billing IssuesStatus: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.
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: 11/19/2024
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.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 IssuesStatus: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 IssuesStatus: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 received their response however the issue has not been resolved yet. Still waiting on our refund. 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: 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 IssuesStatus: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 IssuesStatus: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.
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,
**** ******et 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.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 IssuesStatus: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.
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint 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,
***** ********u 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 endBusiness 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.Initial Complaint
Date:09/13/2024
Type:Order IssuesStatus: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.
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: 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.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 IssuesStatus: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 IssuesStatus: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.Initial Complaint
Date:09/05/2024
Type:Billing IssuesStatus: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 paid $1739.50 for an *** and 3 years of service upfront. This price was called a "One-Time Payment" by Samsara.
Days after making this payment in full, Samsara is attempting to collect a transaction fee from me for using a credit card. I told them that I am not paying this fee as I was not advised that using a credit card would incur a fee.
I asked them to remove the charge multiple times and I have shown multiple associates my receipts, but they still insist on me making this payment.
It is completely inappropriate for a business to sell you an item and 3 years of service under a "One-Time Payment" and then days later come back to the customer asking for more money, because they used a credit card in the original purchase.
To be clear, I have the *** in my possession and ***** is providing me with service. They are simply trying to add a service fee to a prior transaction.
Perhaps I would have chosen to avoid the service fee by paying in another form had I know about it at the time of the original transaction.
In addition, how can I know that there won't be a service fee if I use a credit card to pay off this new bill.
It is completely inappropriate for a business to complete a transaction and then days later ask for more money.Business Response
Date: 09/12/2024
We're sorry to hear about your experience. We have located your account and can confirm that our Billing team has refunded the charge.
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