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:04/13/2023

  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 have been a customer for many years . The company is trying to scam customers with unclear contracts for each and every unit. In short, the company has been charging me for much more than reasonable and customary and they are avoiding to provide any kind of resolution and any kind of assistance. They will send you from department to department and then ghost you so there is no way you can resolve any issues. I would like to get an appropriate refund for charges going back to 2021. There is also a service which they were not able to provide where you could remotely change the temperature on refrigerated trailers. This option worked in the beginning and then we were told that it no longer worked and they were going to fix some bugs and get back to us. This was years ago and still no response. I am ready to have a complaint filed with the attorney general and take it to court if I have to. I will provide all the documents if they will require it but good luck getting any real person to respond.

  

  Business Response

  Date: 04/19/2023

  ******, we always aim to put our customers first and we are sorry to hear youve had a frustrating experience. We've located your account and flagged this issue to our Support team. They have reached out to you to resolve the issue and we have confirmed that they have provided a refund.

• Initial Complaint

  Date:03/31/2023

  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.

  DO NOT EVER USE THIS COMPANY! I called this company in May of 2022 to cancel any and all auto renewals on our contracts. Due to their lack of customer service and their prices being 3 times the price of their competition, we wanted to leave. Of course, I wanted to leave in the right way. Come to find out they renewed 36 month contracts after my multiple written and verbal requests to not renew any contracts. Now they want to charge me the full price of the contract to cancel their service. WATCH OUT, they are scammers. Every time you add a tracker, they start a new contract that lasts 36 months. We have so many contracts that stop and start on different dates, that it is almost impossible to keep up with what we should be being billed and when. When you ask to combine all contracts under one company with one billing amount, that is not something they do! Now that I have had a complaint in since May of 2022 and requested to cancel all service. No one will respond! I call and get answering services promising to have a manager call me with in 1 to 2 business days. Then they promise that they will place urgent status on my billing to the finance department. All while they still continue to bill me for things that I am trying to cancel. (CRIMINAL) So, I went to cancel my credit card that they have on file, and they do not allow you to do that. You have to go through their finance department. The same department that won't help me cancel my service. This has truly eaten up hours and hours and hours of my time and literally brought me to tears of frustration multiple times! I want to cancel any and all service with this company and I am willing to pay the amount for the contracts that were NOT renewed against my request!

  

  Business Response

  Date: 04/07/2023

  ****, we're sorry to hear about this experience. We've located your account and can confirm **************** has issued a refund and waived your contract's early termination fee.

• Initial Complaint

  Date:03/30/2023

  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.

  I placed our original cancelation request on 2/21/23. It is now 3/30/23 and still I have heard no final answers. I keep getting the run around from the people I've worked with. They keep promising me updates, yet it's been well over a month and still nothing. They can pull all the records of phone calls and emails to see that I'm not making this up.Our business and reduced it's work force and I'm requesting to be let out of our contract, which has a reminder of 4 months on it. We are selling vehicles, letting go of staff. The reports in Samsara will show that. Why are they holding me prisoner and why are they not responding to such a simple request. It's clear they are not willing to work with us so I had to submit a complaint. They are running a very sloppy operations and want to keep their unhappy clients hostage. Great business practice. As a business owner myself, I would never show up like this.

  

  Business Response

  Date: 03/31/2023

  **, we're sorry to hear about this experience. We've located your account and can confirm **************** has honored your cancellation and waived the contract's early termination fee.

• Initial Complaint

  Date:02/02/2023

  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.

  The reason we went with Samsara in the first place was because of pricing and functionality for that specific pricing. Once set up, those cameras provided vehicle diagnostics and live tracking (GPS) that we purchased with the license. However, two months and some days later, those features were gone without a warning or any notification, and when I called customer service to understand the change I was told that there was a mistake made on Samsara's end in regards to providing us those features and when an internal audit was done it was revealed that we weren't supposed to have had those features in the first place. Samsara's deceiving mistake made us start this trial without knowing the real features of this license and their best offer for us was to double our monthly payments on these devices. With that being said, this cancelation was caused by Samsara's mistake, therefore the customer shouldn't be liable for those mistakes and the *** fee, or is this Samsara's sales strategy?

  

  Business Response

  Date: 02/08/2023

  We always aim to put our customers first and are very sorry to hear this has been your experience. Our Support team researched the issue and confirmed that the *** refund has been approved. This has been communicated to the customer.

• Initial Complaint

  Date:01/30/2023

  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 have been a Samara ******** since June 2019 with vehicle gateways and Dash Cams. Since day 1 we have had live *** tracking, Camera footage and all the reporting features including **** reports. No complaints up to the day we received an email titled [URGENT] Samsara removing features from your dashboard. We received this email on Monday 1/23/23. We were informed that the sales team performed an Audit and we had been receiving the ********** services for free by mistake since 2019 and that if we wanted to continue receiving these services we would have to pay $44/month per unit. Which is more than we pay for the *** and Cams/month/unit to begin with. The telematics includes a bunch of reporting services and the *** and driver app of which, the **** reports are the only ones we use. Our contract with Samsara will be up in June 2023 so we were trying to work with Samsara to let us pay for the services until the end of our contract. I think after 4 years of receiving this service supposably by mistake which is not our fault, it is reasonable to expect that they would work with us on negotiating a contract that would co-term with our current contract. Instead we were given 4 days to decide, (notified 1/23/23 and services ended 1/26/23) and no option that didn't force us into a minimum 3 year contract for just the **********.We wanted to go ahead and pay for the service for the remainder of our contract but they wont even take our money at this point, Ive been trying to work with our agent to no avail. We were given ZERO options for doing this without committing to a 3 year contract. I would expect at the very least a 30 day notice of any change in service to give the company time to decide or replace the service with a comparable service, our agent offered to ask for an extension ****** services were already turned off), but even 30 days would not be enough time to implement a new system so we are now 100% left without the service we require.

  

  Business Response

  Date: 02/01/2023

  We have finalized our investigation and found that the trial period for the additional features ***** had per contract had expired. Once this was identified our internal team notified her that they would be turned off at the end of the quarter (January 31st). Unfortunately due to the type of contracts we provide, we cannot enable the features under her current policy.
  

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18952012
  
  I am rejecting this response because: We were never notified at the beginning of our contract that those features were being granted as a "trial". According to your communication we were only suppose to have those features for 30 days, but we were receiving them through the entire original contract and beyond (3 1/2 years) at no fault of our own and we reasonably assumed it was a feature we were already paying for since every other service of this nature comes with this included in their basic packages. There is no reason you cannot offer us a co-term contract to allow us to pay you until the end of our contract for this service other than an attempt at a money grab from your customers. You could have also offered to your customers that since it was your own fault that you would continue the service until the end of their current contract and give them the chance to renew their contracts with full knowledge of what services would be included going forward. This is just corporate greed. You will not take $4400 from us because you want to force us to pay over $15,000 instead.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/08/2023

  Samsara reserves the right to audit usage of features unrelated to camera and safety solution as well as remove them from the Samsara Dashboard. See attached contract between Samsara and *************** where this is stated.

• Initial Complaint

  Date:01/17/2023

  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.

  My contact with the *** service ended on January 2, 2023 and dual camera service which ended 15th of January for my trucks after 3 years of service with the company. During the pandemic I tired to cancel my service due to no work and I was going to be charged an early termination fee, so I stayed with the service. Now that my contract expired this company without my authorization renewed both my contracts without my approval and charged my bank account for a renewal amount. I sent them numerous emails cancelling my account and to no avail. I have all related emails regarding non-renewal of my account. All I'm asking is for the renewal charge not the the amount for the service used in the last billing cycle. the amount is $114.38 and $152.50 and I am not renewing with this company.

  

  Business Response

  Date: 01/24/2023

  Hi *****,

   

  Were sorry to hear about this experience and apologize for any inconvenience this has caused you. Our team has looked into the issue and refunded the requested amount. You and your team should have received an email confirming the refund.

• Initial Complaint

  Date:01/16/2023

  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.

  In June 2022, I purchased 4 GPS trackers (hardwired) from Samsara. Once we received them, I realized we ordered the wrong type. So I contacted our sales rep *************************** to return them and order the correct type (battery powered). His email response to me about exchanging them was this:"Hi *****,I just spoke with **** about swapping out the hardwired equipment trackers for the battery powered trackers. I am working on getting the previous 4 refunded and a return label for you to send those back with.In the meantime, here is the pricing link I spoke to **** about to get the battery powered ones ordered: "So I proceeded to use the link he sent me to order the correct GPS trackers when I waited for him to get the refund processed and return label sent /to me. After some time had passed and I had not received a return label or refund, I contacted *************************** on 8/1/22 and 8/8/22 and received no response. On 9/9, I received an email from **************** that said: After further review before this can be processed. Its currently pending the AE's manager approval to return. Once this has been approved, then a return label will be sent to you. You will receive a credit once the devices are returned."On 10/28, **** emailed me and said "Hey *****, For some reason when I originally created the return/refund for the 4 devices it was never fully approved. I just checked with my team and they were able to approve it, so you should see a return label come through at some point today or early next week."On 11/3, I received a return label.On 11/16, I received an email that said "Further investigation shows that the Account Executive Manager did not approve this credit request; due to this, we will not be able to provide a credit to your account."On 12/27, I shipped the trackers back. They were received by Samsara on 12/30. On 1/11, I emailed to ask when I would receive my refund that they said I would get, but I have not heard back.

  

  Business Response

  Date: 01/20/2023

  Hi *****,

   

  Were sorry to hear about this experience and apologize for any inconvenience this has caused you. Our team has looked into the issue and refunded the requested amount. You and your team should have received an email confirming the refund.

  Customer Answer

  Date: 01/23/2023

  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:11/08/2022

  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.

  **************** is horrible, unrealistic expectations, poor communication, and devious videos.We weren't especially happy with our current fleet tracking, so we investigated Samsara along with the possibility of dash cams. The videos are great, but they don't tell the whole story. ************* was able to "get us a deal" for both and we could try them for 30 days. We only wanted to try one of each but we were told it had to be a minimum of 3 trackers and cams for 30 days but we had to sign up for a whole year up front! Rather than pay for shipping twice, we got them for the whole fleet. All of a sudden, our 30-day trial started and we hadn't even received our items! So ************* was able to get us a 45-day extension after I complained through multiple emails and texts. The routing of the cables was not as easy as they make it look and cost $120 for professional installation of just one camera and tracker. I got in touch with ******* to begin onboarding after about 3 weeks only to find out we only had about a week left. We were not able to see live streaming, only still shots. I set up a 1:1 for a few days later via calendar (it was confirmed via email) and no one called at the appt time. Apparently, our onboarding ended that same day so we got no help even though we received an extension. THEN, we were charged for the contract, almost $6000, on day 30!It was several emails and several days later before we were told the live stream was an upgrade to our package, even though **** knew this was what we had wanted from the start, and that the extension was only for a return window! We were finally able to receive ONE return label (for 2 boxes of products) and **** told us when they were received back and scanned they would refund us. They received the products yesterday at 10:53am IN ****** (not the US-based company they want you to believe) but we haven't seen the credit yet. We'll be checking daily, and our contract should have been canceled completely via M***.

  

  Business Response

  Date: 11/11/2022

  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 a refund will be issued once the units are returned.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18374227
  
  I am rejecting this response because: The units were received by your company on 11/7 @ 10:53am by *************  I provided documentation, please refund my card immediately.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/07/2022

  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.

  I signed a 3 year contract in August of 2019 with Samsara for vehicle tracking. The salesperson told me if I was unhappy with my service they would cancel my contract. At around a year and a half, I told them I was unhappy and they replied that Id have to pay early termination fees. I didnt have the money to do that so I continued to pay out the 3 year contract. In September of 2022, I called to cancel my service and they told me Id still have to pay $937.36 for early termination. I fulfilled the 3 years and expressed my disappointment in their service but they insist I owe them more money. Its a scam company.

  

  Business Response

  Date: 10/12/2022

  We are sorry to hear you have cancelled your services with us. We've located your account and can confirm a refund has been processed for you.

  Customer Answer

  Date: 10/13/2022

  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,
  
  *****************************