ComplaintsforSamsara

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

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

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  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

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  01/11/2024

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

  Customer response

  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

  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

  12/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

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

*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. ↩