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:11/08/2023

  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 requested two times for my account not to be auto-renewed from this company. The first request in Junes was never responded to, The second request in august was responded that i would be added to the list. I asked for an update in October but never received a response. I received an invoice for ****** from this company and they are giving me a hard time even though I have given them information they requested. My Truck was sold in January and i have provided them with the bill of sale as well as a screen shot showing that my DOT number is inactive in the ******************* Website because i requested this once the truck was sold. I need assistance in getting this fully closed out.

  

  Business Response

  Date: 11/20/2023

  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.

• Initial Complaint

  Date:10/26/2023

  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.

  We've been with Samsara for 3 years and were supposed to renew in January of 2023 for another term. However, before renewing, we requested some billing and technical issues, that we had for a while, to be fixed. I was promised someone would take care of it. I emailed Samsara in February and in March that if these issues are not solved, we are going to switch to another provider. After multiple attempts - calls, and emails, no one reached out AS OF TODAY - OCTOBER 2023. In March we switched. Now, we found out that Samsara was charging our card monthly, and has $27k in unauthorized charges! As of today, no one at Samsara called me back to discuss this matter. They say that actually each device that you buy during your contract - starts a new contract! They shouldn't be allowed to do business in *****************!

  

  Business Response

  Date: 11/03/2023

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

• Initial Complaint

  Date:10/19/2023

  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.

  Signed a 3 yr contract in August of 2018. They sneak in an auto renew for another 3 yr term unless 30 day notice from contact end date is given. With no notice from Samsara of pending contact date, no renewed agreement and business personal change, this date comes and goes. With their outdated software, poor customer support, and refusal to let customers move on, we risk being out of violation while on the road.

  

  Business Response

  Date: 10/25/2023

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

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20752074
  
  I am rejecting this response because: there has not been an attempt to correct the current situation. There also has not been an attempt to correct the poor service we are getting. IE: IT phone call to find out why another company's truck is being tracked by our account. We want to be released from this fraudulent contract. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/13/2023

  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 was told by representative *************<**************************************> of Samsara that I was able to cancel the agreement with the company at any time. In September of 2022 I did just that and called ************* to cancel the service as I was no longer in the over the road trucking business, and the tractors had been returned. He assured me that everything would be taken of as I was not obligated to pay for services I could no longer receive. This is far from the truth. The deceptive sales practices at Samsara are appalling. The customer should be given full disclosure up front to make a informed decision. I was never afforded this information. I am now being threatened with collection notices and representative ************* of Samsara is nowhere to be found. I have made multiple phone correspondences to no avail. This company shouldn't be allowed to lie just to close a deal. It's despicable behavior. Any help in this matter would be much appreciated and also a heads up for anyone and everyone thinking about Samsara GPS services. Thanks for your time.

  

  Business Response

  Date: 10/18/2023

  We're sorry to hear about this experience. We've located your account and contract. We can confirm that the 3 year contract term length was agreed upon in the terms and conditions of the contract.

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20733393
  
  I am rejecting this response because: unfortunately, your employee ************* secured this contract by deception with false representation of contract stipulations. Representative ************* stated I had an option to cancel at any time. If this had not been the case, I would have never signed the agreement. This constitutes fraud being that it was obtain under the false pretense of the "cancel anytime policy". I am asking Samsara to cancel my account completely in leu of these facts.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/20/2023

  Our contract states the 3 year term and that the customer may return products and cancel services within the first 30 days of the contract. The contract was signed by ***************************** on January 27, 2021 and is attached to this response.

  Customer Answer

  Date: 10/28/2023

   
  Complaint: 20733393
  
  I am rejecting this response because:that contract was procured by fraud. The signature is just as fraudulent as the contract ************* obtained through deception. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/21/2023

  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 signed up for a three-year agreement in November of 2018. The first few years were fine. Per my original sales person, I could leave at any time after the first 3 years was over. Additionally, if I decided to continue, part of my original 36-month agreement included a hardware lease that would be paid off and then my bill would decrease. This never happened and I paid full price from the original contract for an entire calendar year. Also, the cameras stopped working on 2 of my trucks and reported this to ******* No one ever responded to my emails and when I tried to call I would get transfer and put on hold and No one would ever answer the phone. I requested to fully cancel my account at the end of the current 36 month agreement. After being bounced between departments for days/weeks (it turns out that the accounting department doesn't have phones? Yes, I was literally told that), at some point they supposedly told me I had to turn in cancellation in writing. I requested that my contract end, but they told me that I had to wait out the 3 years that auto renewed. I stopped paying due to the autorenewal that I did not request. I told them that I wanted to end my contract by email which is in writing. I told them it was an email that was sent asking to end it. The auto renewed it anyway. If I wanted replacement hardware on the two trucks that stopped working I would need start another long-term agreement. These billing practices are deceptive, onerous, and borderline-abusive. I stopped using the services and have not logged into the portal for 7+ months (since my final payment last year). I just want to be left alone at this point and any outstanding bills removed.

  

  Business Response

  Date: 08/30/2023

  ****, we're so sorry for the difficulty that this situation has caused. Our team has located your account and reached out to you to resolve the issue.

• Initial Complaint

  Date:07/12/2023

  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 signed up for a three-year agreement in November of 2018. The first few years were fine. Per my original sales person, I could leave at any time after the first 3 years was over. Additionally, if I decided to continue, part of my original 36 month agreement included a hardware lease that would be paid off and then my bill would decrease. This never happened and I paid full price from the original contract for an entire calendar year.Further, when one of my vehicles was totaled barely 4 months into a supposed contract, and the equipment was unrecoverable, I requested that that vehicle be dropped from my account. I was told I'd have to pay the remaining 8 months on the contract in order to cancel it. If I wanted replacement hardware, it would start another long-term agreement. To my knowledge this vehicle has been tracked in a junkyard 6 hours away for the last 15+ months.During one of those phone conversations I requested to fully cancel my account at the end of the current 12 month agreement. After being bounced between departments for days/weeks (it turns out that the accounting department doesn't have phones? Yes, I was literally told that), at some point they supposedly told me I had to turn in cancellation in writing? And so they autorenewed my contract for another year. These billing practices are deceptive, onerous, and borderline-abusive. I stopped using the services and have not logged into the portal for 7+ months (since my final payment last year). I just want to be left alone at this point and any outstanding bills removed.

  

  Business Response

  Date: 07/18/2023

  Were sorry to hear this and apologize for the frustrating experience. Our Support team has been in contact with you and will be honoring your cancellation and waiving the contract's early termination fee.

• Initial Complaint

  Date:06/23/2023

  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.

  We have been costumers of Samasara for years. In the beginning we had no issues with their services, so much so that we stopped periodically checking the tracking on our trailers because we trusted their services. Thankfully we have not had the need to locate one of our trailers in the past 2 years. A few weeks ago, we had an incident where we needed to locate a trailer and were unable to due so due to the tracking device not operating. Upon this, when checked all devices and it seems that NONE of our 20 devices were actually working and some have stopped over 2 year ago. The devices are not working, yet Samsara is continuing to charge our account as if they were providing a service. I reached out to Samsara and asked to close my account and requested a refund. They refused to refund me for the length of time the devices have been operational and are attempting to charge me for the remainder of my contract with them, even though none of their devices are operational. I understand if a few of our devices were not working, but the entire fleet is useless. I would like to terminate my services with this vendor, yet I am being told that I will need to pay for the remainder of my contract.

  

  Business Response

  Date: 07/11/2023

  Were sorry to hear this and apologize for the frustrating experience. Our Support team has been in contact with you about the issue and will be issuing a refund for the time that the units were not operating properly.
  

  Customer Answer

  Date: 07/15/2023

  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:06/09/2023

  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've been with Samsara for a few years and signed a 5 year contract. They haven't changed much so I need another solution for my company and they don't offer it. So today I called to find out what options I have like cancelation or adjustment or anything. The customer service rep told me ********************** doesn't let anyone out of a contracts even if you want to get a buyout quote. It's amazing they helped me buy my old provider contract and now they won't let me buy out my own contract. I'm contacting the BBB for help. This doesn't seem right. I have never had a company not let me cancel my contract when there is a good reason. I notice one thing they don't have a ****** local business listing so I can imagine how many people are complaining how expensive they are. Heck all I want to do is come to a reasonable agreement because they can't give me what I need.

  

  Business Response

  Date: 06/20/2023

  Were sorry to hear this and apologize for the frustrating experience. Our Support team has located your account and can confirm that your Account Executive has reached out to you to better understand your issue and find a solution.

• Initial Complaint

  Date:05/08/2023

  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 started business with this company back in 2019 and have a three-year contract with them and then my contract expire in 2022 and they forced a contract renewal without my knowledge even at the end of my contract I contact them and let them know that I only want to keep the current 3 active contracts and not renewing other contracts that they already expired. Months after I call them again and emailed them several emails without any luck . They didnt want to cancel ************ sustaining that I renew them which is not true . They keep charging my bank accounts and and credit cards for almost 1 year. They are the worst company I ever worked with before.

  

  Business Response

  Date: 05/16/2023

  Hi ********, were sorry to hear that you had such a frustrating experience. Our Support team has located your account and is attempting to reach you to resolve your issue and cancel your services.

• Initial Complaint

  Date:04/25/2023

  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 start using samsara since 2019 and currently i have 20 devices with them. What i dont like is when we are signing up they said contract is 3 years than when contract is finished we dont pay any renewal or something , we will just pay monthly service charge. Recently when one of my device contract finished they charge me $195 for auto renewal which they didnt inform me. I tired to contact to them but the agent that who always call ** time by time he didnt do anything he forward ** to support service. Support service said , we cant do anything its your contract. Thats it ? Dont have any respect who has 20 devices more than 3 years? Also they recently giving devices cheaper online like $35.20 sale. But they charging me $41.34. Their prices never match , they giving different prices on their mood. I am seriously looking different company to get rid of them

  

  Business Response

  Date: 04/28/2023

  We always aim to put our customers first and are very sorry to hear this has been your experience. Our Support team located this account and confirmed that that their contract renewed and the auto-renew has been canceled at the customer's request.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19980630
  
  I am rejecting this response because: What about device prices? Why you are charging each device differently for each company? 
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 05/11/2023

  Rates for devices vary based on promotions available at the time of purchase.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19980630
  
  I am rejecting this response because: how this is possible i am your old customer with 20 devices and i  getting charge more money than new customers ?? 
  
  Sincerely,
  
  ***************