ComplaintsforSamsara

• Initial Complaint

  07/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  05/11/2023

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

  Customer response

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

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  03/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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.

*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. ↩