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:01/26/2024

  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.

  Approximately March 17, 2022 we started doing business with Samsara. When we called to inquire about this service they was ****** on the Spot and made so many wonderful promises for customer service and support and made it sound so great. Hassle-free they claimed. This was the biggest lie we have ever been told by a company and we have dealt with in the 30 years we have been in business. We have dealt some really shady companies but this one takes the cake! We were told that the asset trackers would have cameras and would be easy to install. They didn't have cameras and were not easily installed as a matter of fact we never installed the 11 asset trackers we were sent and asked to send them back before our onboarding trial was up. I have it in writing in emails and have talked to customer service periodically either through email or through phone calls to get this handled only to be ghosted each time. I have tried to request cables for new trucks we have bought. We were told they would call us back. No calls were ever returned. I have sent so many emails and have attached many of the emails exchanged between us and different employees of Samsara with no results or satisfaction. We just want rid of Samsara at this point. This company is beyond Horrible! They still do not want to cancel our account, want to charge early termination fees after they have breached their contract by not giving us customer support or parts to make their equipment properly function, won't refund us for all the months that we had asset trackers we asked to return because we were lied to about their capabilities and ease of installation. I would be ashamed to admit I was an owner or manager of this company. Poorest customer service and support I have EVER witnessed.

  

  Business Response

  Date: 02/06/2024

  Were sorry to hear this and apologize for the frustrating experience. Our team has located your account and reached out on February 2, 2024 to inform you that a $4,536.00 refund has been processed.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21203527
  
  I am rejecting this response because:  I received an email from ***************************** on February 2nd, 2024, saying that a refund for $4,536.00 was issued and being put back into our bank account.  As of this morning February 7, 2024, no refund has been sent.  I know that it hasn't been the suggested 5-10 business days so I will be watching the next 5 days.  Also, there was no answer to my email back about cancellation of this service with no early termination fees. I am going to request at our bank for the automatic payments to stop.  We don't want to see any further bills from Samsara.  We did get emails for us to return their equipment and we are in the process of getting that together.  We plan to have that sent off on 2/9/2024 as we have scheduled our trucks to be in the shop to remove the equipment and our new provider will be here to install their equipment.  All of this could have been avoided if Samsara had of provided a good paying customer the customer service they were paying for.  Instead, we were basically ghosted once we received the equipment, and they got our bank account information to start withdrawing their payment.  We needed support and cables for new vehicles we purchased and not to mention, couldn't get anyone to acknowledge that we didn't want the asset trackers once we seen they were not what we wanted before our onboarding period was up.  They were too big and not easy to install and had no cameras on them.  Once I get in writing that our service will be cancelled with no ETF's then our company will be satisfied with the outcome of this situation.  We have been through a lot of wasted time, money, and hassle over poor service.
  
  Sincerely,
  
  *********************** *****************

• Initial Complaint

  Date:01/16/2024

  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 used samsara vehicle tracking for over a year. Then sold my business. When I went to inform them that I would no longer need their service they stated I was under contract and had no options. I requested to cancel my contract at that point. One year later I receive an auto renew invoice. I again reached out to them to inform of my previous cancelation. They stated it would be taken care of. I have emails from them stating that I would not be billed again. 2 years after I sold my business and cancelled my contract. They invoiced again. Stating I had cancelled my renewal but not my contract.

  

  Business Response

  Date: 01/23/2024

  We are sorry to hear about your experience. We located your account and can confirm that our Support team has resolved the issue,

• Initial Complaint

  Date:01/10/2024

  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 broke the contract by increasing our renewal subscription without notice and withdrawing the payment without at least 10 days notice.

  

  Business Response

  Date: 01/12/2024

  On 11/12/20, the customer signed a three-year contract with Samsara (see attached). This contract detailed language that the contract would auto-renew for one-year terms going forward after the original three year contract.

  The renewals team emailed them 37 days prior to the renewal with notification to terminate should they not want the contract to auto-renew. As this was not completed in time, on 11/12/23, their contract renewed again per the original contract term.

  Our renewals team has continued to work with the customer and also cancelled any future renewals to no longer auto-renew.

• Initial Complaint

  Date:12/29/2023

  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.

  They auto-renewed our contract even though I said that we were canceling their service because we closed our trucking company. We explained how they can charge ** for something that we won't be using because we are going out of business. we explained to them the reason and they don't want to go ahead and give us a refund for the 3K they charged our credit card. We are seeking a full refund of what was charged because we are no longer in business.

  

  Business Response

  Date: 01/08/2024

  We always aim to put our customers first and are sorry to hear about your experience. Our Support team has located your account and can confirm that our team was in contact with you on December 8. We requested additional documentation and have not received it.

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21069933
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 01/11/2024

  BBB Samsara D CANOBER Clarification
  In December 2022 we asked Samsara to cancel the contract for 4 trucks, because these were.
  returned to Ryder and we canceled the operations due to loss of money, in that year due to the
  increase in the value of fuel and the reduction in freight rates and it was impossible for us to continue.
  operating.
  During 2023, the lawyer recommended that we not close the company because we had outstanding.
  debts that we have been paying until today.
  As you can see in the pdf document (Samsara Claim), they charged the contract for 4 trucks at the
  beginning of 2023 even though we asked them before, that we no longer wanted the service, and
  again, in December 2023 they reactivated the contract without our authorization, and they charge.
  from my dad's account and not from D CANOBER account.
  All of this demonstrates the Samsara bad business practices that BBB tries to control.
  What they should do is return the illegal charge that they have made twice in January and December
  2023 for the same contract
  Sincerely
  *****************************

  

  Business Response

  Date: 01/22/2024

  Our team has continued to work with you to resolve this issue and we can confirm that your requested refund has been issued.

• Initial Complaint

  Date:12/28/2023

  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 did not want to renew my contract with Samsara and they told me I was in a contract for 3 years. That is not true, it was only for 1 year. They proceeded to withdraw funds from my account anyway. Now, I have to fill out a form to "request" the monies back.

  

  Business Response

  Date: 01/05/2024

  We are sorry to hear about your experience. Our Support team has located your account and we can confirm that they have been in contact with you regarding your issue.

• Initial Complaint

  Date:12/22/2023

  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 been getting charged without permission. Samsara has charged my girlfriends company that has nothing to do with our devices. They are charging my account without my permission in massive amounts. I need refunds or there will be lawsuits. It is illegal to charge somebodys account that you have on file without having the companys permission. I was a loyal customer for several years and my company went out of business. They refused to cancel our accountswhich they have a dozen accounts because their system cant just add devices to 1 accountand they refused to terminate. Which is also illegal in **********. I want a refund on anything charged since March 2023 and my accounts terminated or there will have to be charges pressed.

  

  Business Response

  Date: 01/03/2024

  ******, we are very sorry to hear about your experience. Our Support team has reached out to you this week to learn more about your issue and find a solution. We have been unable to get in contact with you. Please continue the conversation with our Support team to resolve your issue.

• Initial Complaint

  Date:12/14/2023

  Type:Sales and Advertising 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.

  Nearing the end of my three year commitment I received a call about from a rep about my account. I emphatically expressed my desire to terminate prior to renewal. I was assured that it had been noted on my account. Sure enough a renewal was charged to my CC. When I disputed the charge I was informed that I had not cancelled in accordance with Samsara terms of service and therefore am liable for the charge. I have since sent multiple emails and called to resolve this matter by terminating the renewal. This company is clearly intentional on how they dodge renewal cancellations and termination attempting to prolong their contracts. The kicker for me is that I never actually installed the equipment or even created an account online. All equipment is still in the original packaging it was shipped to me and an online profile / account was never created. I have now paid for 4-years of a service and equipment I have never used. Moving forward I will be working with my business attorney and the credit card company to resolve this matter. Yay! More money needlessly spent due to highly questionable and unethical business practices.

  

  Business Response

  Date: 12/21/2023

  ****, we're sorry to hear this and apologize for the frustrating experience. We have located your account and can confirm that our Support team has reached out to you resolve the issue.

• Initial Complaint

  Date:12/08/2023

  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.

  August 2023 we signed up for GPS locators. $15,152.67 is the total billing 30-unpowered asset trackers 8 - powered truck trackers VG series with cameras We were sent the wrong plugs for the truck units on 8/24.We never received the correct GPS units for the truck units.Our salesperson *********************** ************ emailed me that our 30 day return policy was not in effect until we received all equipment. We started a support ticket *******. Cameras never arrived. 9/11/23 we cancelled the agreement. We returned all 38 GPS unit waiting for a final refund. $8520.19 was refunded on 8/31 We disputed the credit card transaction for the balance $6632.48 because they would not respond. I cancelled the cc disputed because Samsara would refund the total by 12/1. They have not responded to confirm they would refund the balance. I have emailed the customer service team for over 30 day (7) emails with no response. Samsara ticket # *******. phone ************ *********************** ************ 7/27 ordered product 8/3 product arrived with wrong cables and truck units did not have camera 8/21 ********************* (manager) got involved with no resolution 8/27 No response from sales or customer service when we would get correct truck units 9/11 Cancellation notice given to customer service

  

  Business Response

  Date: 12/18/2023

  We always aim to put our customers first and apologize for your experience. We have located your account and can confirm that our team has been in contact with you regarding your refund.

  Customer Answer

  Date: 12/20/2023

  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:11/20/2023

  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 signed up for Samsaras services back in 2020. We then switched products from a front facing camera to a dual facing camera in January of 2021. We were going to be switching all of our truck in our fleet to their services but noticed in September of 2023 that we have been charged for both front facing and dual facing services when we have only received the dual facing services. When this was brought to their attention, they told me it would take 5-7 business days for resolution (which I already thought was far too long). That was on September 26th, 2023. I still have yet to have any sort of resolution. I am reaching out daily at this point to only be told that the financial team is working on our account. I have asked to speak with a manager or supervisor as no one that has currently reached out has been able to accomplish anything. I was told I would be contacted by said manager in 24 hours. That was last Thursday and have yet to hear from the manager. I called again the morning and the one and only manager would not take my call. The support agent said I needed to wait for 24 hours. I am just looking to retrieve the money that is owed to my company and move on. Based on the other reviews and complaints, it seems as though this is normal. We will be looking to take out business elsewhere once we receive the money that we are owed.

  

  Business Response

  Date: 11/22/2023

  We are extremely sorry to hear about your experience. Our Support team has located your account and we can confirm that they have contacted you to resolve the issue.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20894490
  
  I am rejecting this response because: we have been double paying for services since 2018 and was only offered a partial refund with no breakdown as to what the refund is covering even after requested. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/01/2023

  Our Support team has continued to investigate the issue this week and has been in communication about a solution with the customer.

• Initial Complaint

  Date:11/10/2023

  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 looking to get assistance in ending my business with ******. I have requested back in June to be put on the non renewal list. They billed me for 484 dollars. I requested to get out of whatever contract they state I'm in, told me to submit denouements. I sent all requested documents the now tell me i have to pay an additional **** dollars. Please Help

  

  Business Response

  Date: 11/17/2023

  Were sorry to hear about this experience and apologize for any inconvenience this has caused you. Our Support team has located your account and reached out to you to solve the issue you are describing.