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:05/16/2024

  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 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.

• Initial Complaint

  Date:04/08/2024

  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.

  On 8/10/23 I signed an agreement for one year of service for ********************************************************************** full. Every 30 days I continue to get billed and Samsara sweeps my bank account for an additional 3 units. I have a trail of complaints with their support team and still is not resolved

  

  Business Response

  Date: 04/19/2024

  We're sorry to hear about your experience. Our Support team has located your account and can confirm that our team has resolved your issue and provided a breakdown of the charges from the orders that have been made for your account.

• Initial Complaint

  Date:04/04/2024

  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 signed up with Samsara 1 year ago, they are a good tracking service but quite expensive. As the current market is quite bad and it has been tough for a lot of transportation companies to stay in business. We are looking to get a cheaper solution and so offered to buyout our entire contract and terminate with Samsara. Samsara is not allowing us to terminate the contract whatsoever or buyout the contract even with the full amount. Their customer service is one of the worst I have ever seen and they will dodge every question you ask of them, I cannot fathom why they will not let me terminate the contract when I am willing to pay the full amount!

  

  Business Response

  Date: 04/10/2024

  Our Support team is currently working with the customer to resolve their issue and cancel upcoming autorenewals to their contract.

• Initial Complaint

  Date:03/10/2024

  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- and system partners: in ******** and worked for a company (EBE **** ******** in ***********, **) I have reason to believe ******, Geoloc, BIPA ( multiple types) and HIPPA, financial and private HR data has been abused, replicated and/or breached by you and your integrators (all) test and prod and cloud servers Please delete any and all data (all types) and confirm such (foreign servers and domestic) I am aware of major AWS5 vulnerabilities and API issues orgs such as yours and partners and 3rd parties have (********************- test and prod) cc:States Atty **** **) CA

  

  Business Response

  Date: 03/18/2024

  On March 10, 2024 at 7:35 a.m. EDT, Samsara Tech Support received a data subject rights request to delete specific data. Upon review, our team confirmed this is not a legitimate request, and therefore we do not have any information which is claimed nor any obligations to delete ourselves nor inform the relevant data controller (e.g., customer or partner of *********************** to delete.

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair 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.

  01/30/24 Devices received risk free trial commences 02/01/24 I realize the self install is too complicated for 16 trucks. 02/02/24 I initiate a return. I am told I will receive a label in 3-5 days. No label. Reach out another 6-10 times over the course of 3 weeks. Once I get nasty I receive a label on Feb 26. My card is charged Feb 27 (risk free 30 day trial and additional 45 days after label is sent out before card is charged) 02/28/24 devices sent back 03/04/24 devices received. Still NO refund. When my card should have never been charged and I have been getting the run around.

  

  Business Response

  Date: 03/15/2024

  We're sorry to hear about this experience. Our Support team has located your account and we can confirm that a refund has been processed for you.

  Customer Answer

  Date: 03/15/2024

  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:03/04/2024

  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.

  Since ******************************************** regards to returning devices, rep says we can cancel/return. Customer support will not assist. They keep saying we cant. Not allowing us to cancel a contract that was renewed with out consent. We asked to not auto renew. We asked to return devices within the 30 day period. We call daily and have an open case, no one will resolve the case or allow us to return their devices. All proof of prior contact has been sent in. No one will help and are continuing to charge our account.

  

  Business Response

  Date: 03/15/2024

  ******, were sorry to hear this and apologize for the frustrating experience. Our Support team has located your account and we can confirm that a cancellation and refund has been processed for you.

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21383799
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 03/25/2024

  Samsara has not refunded anything. Anytime we speak to them they tell us our cancelation is approved and they will send a document to sign. Never receive document. Can't return any items and again no refund has been issues.

  

  Business Response

  Date: 04/10/2024

  Our Support team has looked into this issue and can confirm that the issue has been resolved.

• Initial Complaint

  Date:02/22/2024

  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 continues to charge my credit card for services not rendered. We have not conducted business with Samsara nor used any of their products and services since May 2022. Samsara has been informed several times in writing that we have not been in business since May 2022. However, they recently charged us $733.47. Once again this is not ethical business practices. A full refund is expected.

  

  Business Response

  Date: 03/01/2024

  We appreciate your feedback, ***************** Support team has located your account and confirmed that we informed you of our Early Termination Fee, which you decided to not pursue, and your account was canceled due to payments failed.

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21334313
  
  I am rejecting this response because: Once again Samsara is charging for services that they did not provide. How can any responsible business charge for services not provided. This appears to be a consistent behavior of Samsara. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/08/2024

  Our Support team has confirmed that we presented the customer with an Early Termination Fee and the customer chose not to pursue cancelation at that time. 

  Customer Answer

  Date: 03/11/2024

   
  Complaint: :

  Once again Samsara is wrongfully charging for services not provided. Additionally, per their sales voice recording conversation NEVER informed about termination fees. The service was paid in full at time of termination. Yet they continue to bill for services not provided. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/01/2024

  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 request is to cancel the extra contracts and retain only 13 camera licenses. Additionally, we seek a refund for the overcharge related to the extra licenses that were neither used nor had after September 2023.We have been loyal customers since 2018. In September 2023, we had only 15 camera licenses under contract. Around 9/19/2023, I requested an upgrade for all old model cameras to the new CM32 model from ************************************** ***** agreed for no charge replacement and created a new contract for the old camera replacement that should replace the old contracts, which we signed. At that time, ***** confirmed our account had only 15 camera licenses. Email proof of this exchange between ***** and me is attached.On 10/10/2023, I asked ***** to cancel 2 camera licenses, and he agreed (email proof attached). Therefore, we should only have 13 camera licenses as of that date.As of today, 2/1/2024, upon checking my account, we are being charged for 18 camera licenses instead of the correct 13. Prior to 2/1/2024, I emailed *****, ******************************************** *********************************** seeking assistance. Unfortunately, they refused to help, ignored, and did not respond to my emails despite presenting all the email proof.

  

  Business Response

  Date: 02/12/2024

  We always aim to put our customers first and are very sorry to hear this has been your experience. We have located your account and can confirm that our Support team is actively working to resolve your issue.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21232845
  
  I am rejecting this response because:

  This is not a solution and I need a confirmed solution to my request. My last reply from your support was two weeks ago and then no more update. I dont feel anyone is working on it  

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

• Initial Complaint

  Date:01/30/2024

  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.

  11/26/23 was when we first disputed the charge from Samsara with Amex, we had canceled our account back in 2022. ********************** sent in a fraudulent contract to AmEx having the 5K returned to them. We have sent proof to both and Amex say its in Samsara's hands, who takes zero accountability for their mishandlings of customer data and information or for their lack communication.Last email sent:I trust this finds you amidst the chaos we've unfortunately found ourselves in due to the actions of your company. My name is Auburn, and I am reaching out to express our deep dissatisfaction with the flagrant disregard for privacy and ethical business practices we have experienced.In direct contradiction to the seemingly hollow assurances provided in your privacy policy, terms of service and your code of conduct. Samsara **** has not only failed to protect our personal data but has also shamelessly exploited it for a fraudulent internal renewal totaling $5,123.14. This incident, coupled with the insincere runaround we've received in our attempts to resolve this matter for the past 8 weeks, paints a bleak picture of your company's commitment to integrity.Let's delve into your privacy policy, shall we?Collection and Use of ************** Your policy asserts that personal data is collected for legitimate purposes. However, the unauthorized renewal we've endured raises serious doubts about the legitimacy of the processes governing our relationship with your company.Security: Despite your bold claims about implementing measures to safeguard personal data, the unauthorized renewal suggests a staggering failure in your security and internal protocols. Our concern for the confidentiality of our information is now heightened to an alarming degree.Transfer and Disclosure of ************** Your policy casually mentions the transfer and disclosure of personal data. We question the ethics and legality of sharing our data for an unauthorized renewal that we categorically did not authorize.

  

  Business Response

  Date: 02/05/2024

  Our Support team is actively working with General **** Auto to resolve their issue. Regarding the disputed payment of $5,123.14, Samsara cannot process any refund for this amount until a decision is reflected in our system according to the outcome of the bank/credit card company. The maximum resolution date is 02/18/2024. To the extent the relevant bank/credit card company does issue a refund, Samsara shall make such payment.
  
  

• Initial Complaint

  Date:01/30/2024

  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.

  I have been calling with issues since October, ****** **** my rep just blatantly stopped responding, Ive called October, November and December January I have been told in excess of 10 times a manager would call me in 24 hours to no avail. Batteries that are supposed to die in 5 years, are dying in 2 months, 1 week, 2 days. Rep set up my order for my vehicle and selected the wrong one, told me to ship it back they would refund and I would have to re-order, I am only refunded ***** and still charged for it monthly ****** a manager is supposed to be calling today or tomorrow. We will see I don't hold a lot of hope here, I am calling the BBB, any and all truck outlets unless I hear from someone today *****A manager is not ever available*****

  

  Business Response

  Date: 01/31/2024

  ****, thank you for sharing your experience with us on the BBB and Instagram. We always aim to put our customers first and are very sorry to hear about your experience.

  We have located your account and see that have you submitted 4 Support tickets during your time as a Samsara customer, none of which present the issues you are explaining. When this last was brought to our attention in February 2023 there was ample support provided, new devices were went, and a 4-month concession was additionally provided. Your Account Owner and their management worked to ensure you were had what you needed going forward. During the last 7 days, we can also confirm that a Manager has contacted you and our Support team has also stepped in to troubleshoot your issues this week. Please continue your conversations with our Support team. The information our Support team is requesting of you is necessary to take the next steps in your issue resolution.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21220297
  
  I am rejecting this response because: Over 10 phone calls made, emails to my account rep, no one wants a manager to be involved, multiple issues across multiple facets of your product and being bounced back and forth with no accountability from your engineering team, support team, account rep, and sales not one person could see through solving the issues on a singular level, nor a multi faceted level. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 02/07/2024

  On February 22nd, 2023, the customer reached out to ********************** on social media. Our team located their account and there were no phone calls to support for the time she referenced. The customer then shared her phone records with her CSM and I&E manager. Again, we found that they had never called into technical support during the timeframe referenced.

  In searching the last 90 days, there has not been additional phone call or email sent to our team since November 27th. In order to assist the customer last February - support, I&E and their CSM hosted several calls and opened a new support case. The customer was given 29 new AG devices as well as a 4-month credit. Given the *** for devices and the added credit, the customers case was closed.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21220297
  
  I am rejecting this response because: I don't have days and days and days to pull all our business line records, but as I advised them on the phone the most recent call being 1/9/24 at 12:10pm (the call went out at 12:09pm) you clearly don't have employees whom document as they say they are, which is more proof to my pudding out going call to Samsara on 1/9/24 which falls within the last 90 days you "claim" no one called in or created tickets. Clearly I did that here. I reject your response. I want a full refund for this farce of a product, farce customer service, and horrific record keeping. 

   

  Please see the attached. 
  
  Sincerely,
  
  *****************