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:08/16/2024
Type: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.
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: 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.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: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.
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,
***************************s 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: 08/20/2024
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 furtherBusiness 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: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.
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.
Sincerely,
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.Initial Complaint
Date:08/06/2024
Type: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: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.
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.
Sincerely,
******* ******** ***ng 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.Initial Complaint
Date:07/24/2024
Type: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: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 riskBusiness 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: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.
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,
*************************id 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.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 tocomplaint 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: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.Initial Complaint
Date:05/16/2024
Type: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 a 3 year contract that i renewed March 2023, I had 3 systems down and their support team said i needed new systems (original purchase March 2020) they said they would mail new ones, it is May 2024 and i still have not received those 3 systems. Since then 31 out of 32 systems have quit working. I have 26 pages of emails of me begging for support and asking where the new systems are. I have called them hundreds of times and eventually they all quit returning calls. I told them in August 2023 and December 2023 that i would not renew since they refused to fix any of my systems. They still charged my card. So I have paid almost $60k for GPS systems that don't work and they refuse to fix. I just want the $29K they charged me in April back it is for March 2024 to March 2025 and only one system works. I have emails starting in March and proof they have given me zero support, they open support cases and say they will call BUT THEY NEVER CALL!Business Response
Date: 05/24/2024
We are so sorry to hear about your experience. We have located your account and can confirm that our Support and Customer Success teams have been in contact with you to learn more and resolve your issue.
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