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:09/05/2024

  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 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.

• Initial Complaint

  Date:08/16/2024

  Type:Delivery 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.

  Payment Breakdown
  Order *********
  LICENSE: 36 MONTH TERM
  UPFRONT TOTAL $3,424.09
  1 x License for ************** **** ****** (***********) 1 $1,584.00 and
  1x $1,584.00 ******* *** ******* ******** (**********).
  
  I am extremely frustrated with Samsara's service. I ordered a gateway and dashcam over a week ago, and I still haven't received them. This delay is unacceptable, as I am unable to get on the road and work, leading to significant financial losses. The order is taking far too long, and despite multiple attempts to contact customer service, no one can give me a clear answer on the status of my order. This lack of communication and accountability is deeply disappointing, and I need this issue resolved immediately.

  

  Business Response

  Date: 08/19/2024

  Hi Alexander, we’re sorry to hear about this experience and apologize for any inconvenience this has caused you. We've located your account and can confirm the devices have been shipped. The team has sent you an email to confirm.

  Customer Answer

  Date: 08/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I still have no idea when the package will arrive, I can't send my driver on the road without it.
  
  
  
  Sincerely,
  
  
  
  Alexander Z*****

  

  Business Response

  Date: 09/04/2024

  Our Support team has confirmed that the customer received the correct cable and successfully installed it.

• Initial Complaint

  Date:08/14/2024

  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 have been customers here for 4 years. We love the products and use them for our fleet. This past year we wanted to add our other company's fleet as we got new trucks. However, a huge problem is that the customer service is HORRIBLE.We have asked them DOZENS of times to change the name on the billing on our 1st business because they used an employee's name that hasn't been with us for years. No change. Support is useless and we can't get ahold of our account manager. Now, This new company, although completely different emails and contacts, they put ALL our devices on one company for no reason, when we gave different billing in the first place. It's been 5 months since they did this, and they keep closing our tickets and ignoring us. Countless hours calling and emailing trying to resolve the issue and nobody helps. Empty promises that someone will reach out, nothing happens. Oh and a plus, they made sure to have the wrong billing contact moved to this new company. It's comedic at this point.We are stuck with these 3 year long contracts and we can't even close them out even though they are violating them and doing unauthorized charges ($3600k per month for one company when we only authorized half of that). The only reason why we have this is because of the safety with our employees and we cannot shut the devices off for any reason to protect them and make sur they are following the laws of the road.Don't ever use Samsara.

  

  Business Response

  Date: 08/15/2024

  Hi *******, we're sorry to hear you're having this experience and want to get in touch with you to better investigate what issues you may be experiencing. Can you provide your customer account information to ***************************************** Our team will get in touch with you and help get this sorted.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22142891
  
  I am rejecting this response because: Samsara has not resolved my issue within the timeline I need to respond to BBB regarding the resolution status. We last heard from them on Friday 08/16, still waiting on their update.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/20/2024

  They just got back to me and said in order to fix my issue, its going to take 2 more months. 

  Im not sure how to go about that, I find that a bit unreasonable from a company, just to fix something simple as billing.  

  Customer Answer

  Date: 08/27/2024

  You can just let them know about the claim being pushed further

  

  Business Response

  Date: 08/28/2024

  We're sorry to hear about your experience. Unfortunately, to split the billing of the accounts, it takes time to process.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22142891
  
  I am rejecting this response because: we haven't heard from the person assigned to this case since 08/28 and no movement or updates to us have been made.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/07/2024

  Type:Billing 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 had a company (Samsara) that does our tracking of vehicles Double charge our credit card for our annual renewal in the amount of $9800 when it should have been for only $4900. We called them to let them know this, but they said they didn't run it twice, that isn't what our credit card statement showed. We then called the credit company and disputed the additional charge, and then (Samsara) shut our tracking system down. It has been over a month since we have been able to view our trucks and track were they are. We have tried calling daily to get this resolved but always get a run around. This company has $4900 and we have no service.
  The below is Samsara Contact Info:
  Matt W**********
  Account Executive
  Direct ************
  ***********
  
  Thank you,
  Steve H****
  ***** *** ****
  ************

  

  Business Response

  Date: 08/09/2024

  Hi Steve, 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: 08/13/2024

  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.
  
  
  
  Sincerely,
  
  
  
  Steve H****

• Initial Complaint

  Date:08/06/2024

  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.

  Samsara was supposed to renew with 13 units instead of 17 as that was the trucks we had. In this FEB zoom meeting we discussed that there are excess units. I was asked how many and I told her there was 4 we aren't using. I was told we could not get a refund this year but at renewal she would make sure it was adjusted. I assume she left the company? I can tell you that they don't send renewal documents until 2 weeks out. So when we see them it is too late according to samsara to adjust the numbers. This company is an unethical company. The fact that the BBB has them as an A+ tells me the BBB is on the take.

  

  Business Response

  Date: 08/19/2024

  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.

• Initial Complaint

  Date:08/05/2024

  Type:Customer Service 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.

  Customer support is extremely difficult. Simple questions regarding our account cannot be answered, we are going on over 2 months without an explanation of our account. Samsara is deducting thousands of dollars from our account but is unable to explain the account breakdown. Multiple rates skyrocketed, example one item went from $7.50 to $542.90, and none of them can be explained. The billing deducts different amounts monthly however we have not requested any new items. I have spoken to my contract mgr, account mgr, billing department, customer service multiple people and nobody is able to answer my questions. I am unable to contact them via phone, they have to set a zoom meeting up in order to speak to them. They do not communicate from direct email, and all are working remotely and again i was just told "id have to get back with you again should be about 20th time" However his supervisor is in Europe so he doesn't know when he will be able to contact him but said that his boss is going to tell me the same thing he is telling me which is not answering my questions. Our company has spent north of over $500,000 with Samsara and we are asking for an explanation of where our money is being applied to. This is an unfortunate situation because the use of ***** are mandatory per ***** and Samsara will bring our company to a standstill if we dont continue to allow them to deduct monthly amounts from our account. Samsara has made the billing an absolute nightmare and very difficult to understand, and they have made it next to impossible to receive a straight answer from anybody. Unfortunately that is one more downside of these kinds of companies who take advantage of the regulations geared to transportation in America.

  

  Business Response

  Date: 08/09/2024

  Hi Ashley, 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: 08/12/2024

  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.
  
  
  
  Sincerely,
  
  
  
  ******* ******** ***

• Initial Complaint

  Date:07/24/2024

  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.

  Samsara made false statements and charged me thousands of dollars. They then renewed my contract without permission and again changed me thousands of dollars. Anytime I talk with them, they say they'll resolve it, but then close my ticket without a resolution.

  

  Business Response

  Date: 08/09/2024

  We have located your account and can confirm our Support team has been working with you to understand your issue. Our Product Refund Requests section of the Hardware Warranty and RMA Policy grants eligible customers a risk-free ****** return period as of the date of the initial shipment of their devices, to decide whether our platform meets their needs. Eligible customers that agree to move forward after this period have accepted a binding order form (a copy of which was sent via email) upon initial purchase of Samsara hardware and software services. The purchase order form, which is governed by Samsaras Terms of Service, does not provide any right to terminate the contract, or any of the payment obligations thereunder, for convenience outside of the initial 30-day return period.

• Initial Complaint

  Date:06/28/2024

  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.

  we have 18 cameras installed, we purchase 4 more from other location and from more than 3 weeks we are unable to get the cameras working, the trucks are on the road and jeopardizing our company safety. We are calling and leaving messages more than 3 times per day. Complete irresponsible worst ever customer service. I would like the 4 cameras to be working urgently. Safety is on risk

  

  Business Response

  Date: 07/10/2024

  We are sorry to hear about your experience. Our Support team has located your account and has reached out to resolve your issue.

• Initial Complaint

  Date:06/24/2024

  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.

  We've been customers since 2020 & have many unresolved functionality issues that support completely stopped responding to & 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. Our business stopped operating in 1/2024 and has not used Samsara since then but continued to pay. I reached out on 5/31/24 advising them of the status of our business and requesting that they refund the most recent contract that renewed when it shouldn't have, stop all contracts from renewing, and terminate all contracts so that we do not have to continue paying for a service we are not using, as it has become a detriment to us. I advised them that auto-renewing contracts and contracts for terms of longer than 2 years are not legal in our state. Instead of getting the answers, I get the runaround. They told me I need to fill out a form to do so but once I did I was told there were no refunds after 30 days which was not what I asked for. And that was after I had to reach out again almost a month later because there had been no response! So why tell me all I need to do is fill out a request if that request is automatically going to be denied? Now support is not responding and my contracts still show renewing soon. I don't understand why they want to hold businesses who have already stopped operating prisoner when they have already paid thousands of dollars for a product that never worked as advertised, the problems never got fixed and now they're no longer using and when they've already paid them for more length of a contract than is legal. I can see by the lack of response I'm getting from support and from the other complaints on BBB that this complaint is a necessary step to get a response from them.

  

  Business Response

  Date: 07/05/2024

  *****, we're sorry to hear about this experience. We have located your account and can confirm that our Support team has been in contact with you about your specific situation.

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21893397
  
  I am rejecting this response because: Support did, in fact, contact me (6/28/24) and offered for me to buy out of the contracts by paying a particular dollar amount that is supposed to equal a certain amount of each existing contract.  They gave me two weeks to respond to their offer.  I responded and asked them to break it down for me so that I know how much I am paying for each contract rather than the lump sum so that I can confirm the amount is accurate.  They have not responded even though I have reached out to them twice to request this (6/30/24 and 7/3/24).  They also have not at all addressed the contract that renewed in April and shouldn't have and the one that they told me they took care of so that it would not renew in June, but it also just renewed.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/22/2024

  Our Support team has been in contact with ***** regarding this complaint. We can confirm the issue has been resolved. ***** has signed a $0 ETF (Early Termination Fee) to close out remaining term. This has been processed internally and complete. Their contract auto-renewals are canceled. The customer agreed to update ******************** via this response.
  

  Customer Answer

  Date: 07/27/2024

  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.  Would you please remove my complaint from the business' BBB page?
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/24/2024

  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.

  Our company has been working with Samsara for under a year. The website works great and has a lot of functionality... but the sales team and tech services are horrendous. We received a new tracking system that was glitching and requested a new one. I have been in a constant loop of tech service emails for over two months over troubleshooting and incorrectly submitted return requests. The process is impossible to follow and the representatives genuinely do not care and attempt to pass your ticket off as fast as possible. We attempted to reach out to our salesman and she told us "I am quitting here soon so you will have to find another way." Her manager will not response to emails, answer calls or return voicemails.After all of the frustration we attempted to cancel a single license as the service is not working. This is when we finally get a response from the tech team and their response was, you should not have signed the contract. DO NOT GO INTO BUSINESS WITH ******!!!

  

  Business Response

  Date: 07/05/2024

  ******, we're sorry to hear about your experience. We have located your account and can confirm that our Support team has been in contact with you to return the device.