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Complaint Details
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Initial Complaint
08/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We had a company (Samsara) that does our tracking of vehicles Double charge our credit card for our annual renewal in the amount of $9800 when it should have been for only $4900. We called them to let them know this, but they said they didn't run it twice, that isn't what our credit card statement showed. We then called the credit company and disputed the additional charge, and then (Samsara) shut our tracking system down. It has been over a month since we have been able to view our trucks and track were they are. We have tried calling daily to get this resolved but always get a run around. This company has $4900 and we have no service. The below is Samsara Contact Info: Matt W********** Account Executive Direct ************ *********** Thank you, Steve H**** ***** *** **** ************
Business response
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.Customer response
08/13/2024
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.
Sincerely,
Steve H****Initial Complaint
08/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Customer support is extremely difficult. Simple questions regarding our account cannot be answered, we are going on over 2 months without an explanation of our account. Samsara is deducting thousands of dollars from our account but is unable to explain the account breakdown. Multiple rates skyrocketed, example one item went from $7.50 to $542.90, and none of them can be explained. The billing deducts different amounts monthly however we have not requested any new items. I have spoken to my contract mgr, account mgr, billing department, customer service multiple people and nobody is able to answer my questions. I am unable to contact them via phone, they have to set a zoom meeting up in order to speak to them. They do not communicate from direct email, and all are working remotely and again i was just told "id have to get back with you again should be about 20th time" However his supervisor is in Europe so he doesn't know when he will be able to contact him but said that his boss is going 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
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.Customer response
08/12/2024
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.
Sincerely,
******* ******** ***Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
06/24/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
We've been customers since 2020 & have many unresolved functionality issues that support completely stopped responding to & never fixed. When a contract is up for renewal, on the dashboard it says to contact Samsara to renew, which leads you to believe if you don't contact them, it won't renew but instead it renews automatically. Our business stopped operating in 1/2024 and has not used Samsara since then but continued to pay. I reached out on 5/31/24 advising them of the status of our business and requesting that they refund the most recent contract that renewed when it shouldn't have, stop all contracts from renewing, and terminate all contracts so that we do not have to continue paying for a service we are not using, as it has become a detriment to us. I advised them that auto-renewing contracts and contracts for terms of longer than 2 years are not legal in our state. Instead of getting the answers, I get the runaround. They told me I need to fill out a form to do so but once I did 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
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.Customer response
07/05/2024
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,
*************************Business response
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 response
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
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
04/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 resolvedBusiness response
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
04/04/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
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
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
03/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 **** **) CABusiness response
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
03/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
03/15/2024
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.
Sincerely,
***************************
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Get a QuoteCustomer Complaints Summary
54 total complaints in the last 3 years.
31 complaints closed in the last 12 months.