ComplaintsforSamsara

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **************** 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

  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 response

  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

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have spent over $ ********* on Samsara equipment for my vehicles and equipment. I rely on Samsara for IFTA reporting for a portion of my fleet. I have had numerous occurrences of units not reporting/working. I have numerous calls to Samsaras the chic Al support and get numerous reasons/excuses. I have made numerous attempts to contact someone in management with no avail. I could easily abandon Samsara but I wouldnt get any of my investment back that I have made and would have to go thru the pain staking task of replacing equipment. I would like to speak with someone in management

  

  Business response

  06/23/2022

  We are sorry to hear about this issue. Upon further investigation into the issue, the customers Samsara devices experienced dead batteries due to lack of proactive health checks by the customer. However, our support team did not process the customers requests in a timely matter, and we apologize for our delay. Our support team has now offered to replace all hardware that has malfunctioned and this has been communicated to the customer.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  HELLO BBB, MY CO-WORKER ******************* HAS BEEN IN CONTINOUS CONTACT WITH SAMSARA (TECH SUPPORT AND SALES DEPARTMENTS) SINCE 12/2021. WE ARE TRYING TO OBTAIN REPLACEMENT ELD AND CABLE FOR A SPECIFIC TRACTOR. THE ORIGINAL PROVIDED MODEL DID NOT FIT OUR TRACTOR. ******************* SENT BACK THE ORIGINAL ELD AND CABLE PER THEIR INSTRUCTIONS. AT THIS TIME, NO SAMSARA EMPLOYEE CAN PROVIDE THE CORRECT MODEL FOR THIS TRACTOR AND I AM NOW BEING GHOSTED BY SALES AND TECH SUPPORT. NO ONE ANSWERS THEIR PHONE. NO HELP PROVIDED. ******************* DID GO TO THEIR WEBSTORE AND SAW POTENTIAL CABLE/ELD THAT WOULD WORK, YET WE DO NOT WANT TO BUY IT, AND EVEN IF WE TRIED, THE WEBSTORE DEMANDS A MONTHLY CONTRACT. WE OBVIOUSLY DO NOT NEED THAT, WE ALREADY HAVE ONE. I NEED BBB TO GET THESE PEOPLE TO PROVIDE THE PARTS SO WE CAN BE IN COMPLIANCE WITH FEDERAL LAW. THIS IS A HUGE ISSUE HERE THAT CANNOT BE UNDERSTATED. A SECOND REQUEST TO THE BBB, IS WHEN THIS ISSUE IS RECTIFIED I NEED THEM TO TAKE US OFF OF ANNUAL RENEWAL AND PLACE US ON MONTH TO MONTH PAYMENT WITH NO CONTRACT. ******************************* CELL # ************

  

  Business response

  04/01/2022

  On February 24th, ***** wrote into Samsaras support team stating that she required a cable replacement. On February 28th, Support Leadership determined that we could replace this cable as the client was shipped the wrong device and incorrect devices could damage the vehicle. Over the course of March, we were unable to locate the returned cable. ********************************** was emailed, with no response.
  
  On March 30th, in order to move forward with helping the customer, ********************** Support processed the device replacement without needing the returned device. The new device was delivered to the customer on April 1st.

  Customer response

  04/06/2022

  Better Business Bureau:
  
  

  I have reviewed the response made by the business in reference to complaint ID 16962599, 
  

  Although,  the items have been received as stated by Samsara, I am not sure at this time if the exchange items will work, as my repair shop has not been able to replace the items yet.

  
  

  Best Regards, 

  
  *******************************

• Initial Complaint

  01/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up with Samsara in March,2021 .After couple months of technical issues and not resolving my problems with technical department I decided to move to different provider. According my contract ,when I decide to cancel I have to gave them one month in advance and return the device, and this what I did. Next month I was charged again and when I reach to billing department they informed me that I have to pay cancelation fee of ****** $. Nowhere in my contract it's mention about any cancelation fee or amount, just return the device. I tried to email directly to higher billing department, that the only contact it's via email. I'm emailing them since October /2021 but they keep replying me that I have to pay cancelation fee. I asked for contract with my signature where I signed for that but they ignoring. In January/2022 I sent already 3 emails but still nobody replying back. My account it's still active and bank account it's charged monthly like normally. I attached my contract for you revise and cancelation form that was sent to me after I contacted them to ask for cancelation. I'm request to cancel my account immediately and refund me back 4 month of service that I was charged.

  

  Business response

  02/03/2022

  Apologies for any confusion here. We have investigated this account and their complaint. The customer signed a contract that explains our return policy and agreed that the contract may not be terminated by them prior to the license expiration date. See the Express Order Forms section of the contract attached by this customer; our Terms of Service are linked there with additional details. Unfortunately, we believe that this customer misread our return policy. Rather than having to provide us with one month's notice, the customers contract clearly explains that the customer had the right to request a return within one month from the shipment date. 

  In response to this customers request for a return outside this one-month window, we offered to end the contract early in exchange for an early termination fee an option which we were not required to provide.  

  Unfortunately, if the customer does not sign and pay the early termination fee, they will continue to get charged. We recommend they sign the form that was provided to them or reach out to ********************************** for additional information.
  

  
  

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 7 devices with samsara about 2 years ago, but lately about 7 months ago, Samsara devices started to acting up, bad connection, no record of duty status, it did not worked properly, My Drivers was getting violations from DOT officers because of bad samsara software issues, I address that issue numerous and numerrous times, but samsara reps ghosted me completely, then drivers started to quit on me. so from 7 trucks my fleet got down to 3 trucks, becuase of samsara I lost a lot of busineess, Then I asked samsara for mailing address, I was gonna return equipment to them, and ***************************** with Ally ******* refused to provide me with mailing address, instead they were threatenen me with some fees about $1700 per device and they gave me 7 of them, I can not afford it, I dont have this kind of money, now they asking me to pay $2600 for 7 devices, But I dont use 7 devices, I use only 3 so I'm willing to pay only for 3 device on month to month basis, thats it, I simply dont have $2600, due to drivers quit on me becauase of bad quality samsara, I dont have enough money to pay for operation expenses, this $2600 will get me under the water, . please I'm asking you to get Justice. I use only 3 so I'm willing to pay only for 3 device on month to month basis, thats it,

  

  Business response

  12/17/2021

  Unfortunately, this customer signed a three year contract and chose to pay annually for the term. Both Samsara's sales and finance teams have had numerous phone calls and email exchanges with this customer to discuss the terms of this agreement that he signed up for. From a finance perspective, we can't just allow a customer to send product back and expect not to be paid. We have charged him an early termination fee, which was also clearly outlined in the terms of the three year contract he signed. Unfortunately, we are unable to accept any returns without going through our early termination process for the licenses associated with any devices being returned. Now, he's taking to BBB and other social media platforms to complain about our services. 
  
  

  Customer response

  12/18/2021

   
  Complaint: 16361950
  
  I am rejecting this response because: I did  not sign any contracts. Neither physically , nor electronically, no docusign, 

  when I signed up I did not know that Im on contract. They never told me that. Now they trying to trick me. BBB just read ****** reviews about Samsara , Im not the only one who suffered from samsara bad business practices. 
  

  when I got my samsara I asked if dont need your equipment can I return it. And Ally Dantons said. Yes you can return equipment if you dont use it. 
  

  now my company has only 3 trucks. Why I would have to pay for 7 trucks if I have only 3 trucks. And by the way those drivers who it on me they quit because of samsara , drivers said that they never could get anyone on the phone with samsara, samsara equipment does not work like it should, which caused losing money and time. And eventually 4 drivers quit on me. Now Im trying to return 4 devices that I dont use. Im not going to pay for something that I dont use. Thats it. 
  

  I did not sign any contract. Samsara do you have anywhere my wet signature? No you not. Because I signed up on month to month basis. 
  

  I tried to explain it to you more than 20 times via email and phone calls , you keep hang up the phone on me putting me thru voicemail, transferring me and hang up the phone again. Thats why I have no choice but to use bbb to draw your attention. 
  

  you have to work with me on this one. 
  
  Sincerely,
  
  Alexey Ilyushov

  

  Business response

  12/26/2021

  Attached, please find past email correspondence between this customer and our Accounts Receivable team explaining the process for early termination under contract. You'll also see attached this customer's electronic agreement to the terms and conditions of a Samsara 36 month contract. This agreement was accepted by Alexey on 12/12/2019 (we do not ask for e-signatures). Alexey was the one who entered his shipping and billing address; As you will also see on the attached doc billing address is listed as ****************************************************************************************. 

  
  This customer at no point during the first 30 days requested return label to cancel the contract. We connected Alexey with the finance team at the time he wished to cancel 4/7 of the units since those were no longer in operation. Samsara Finance Team advised him there would be an Early Termination Fee associated since he was signed for a 36 month term. The best next steps we can offer on our end would be to submit this early termination form: https://docs.google.com/document/d/1GFJO3bU6jvx8aTORhpSSkUIvtPI3yUKyS-_vK_AJjjk/edit and send it to ********************************************** and pay the fee associated to cancel the licenses of the devices he no longer wishes to use. 

  Customer response

  01/04/2022

   
  Complaint: 16361950
  
  I am rejecting this response because of several reasons: 

  
  

  1.  There is no wet signature on the contract.

  2.  I never saw that contract at the time of becoming a customer with you back in 2018.   Ally ******* never showed that to me nor never mentioned about 3 years.  

  3. your 4 device is not operable, those 4 devices are BROKEN!  your devices NOT RESPONDING TO ANY CONNECTION AT ALL,   NOT CONNECTING!!!  since 06/2021 

  
  

  with that being said,  I'm Still willing to work with you!  

  
  

  if you want me to continue to be your customer, 

  
  

   tell me HOW MUCH MONEY TO DO YOU NEED?  

   in other words,  HOW MUCH MONEY IS THE ***** FOR ETF for 4 DEVICES and for service for 3 DEVICES?  
  
  Sincerely,
  
  Alexey Ilyushov

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally purchased 3 GPS/ camera units on a 30 day trail in February 2021. After the 30 day trail I like the features that Samsara gave me in my bundle. After adding 12 more units and 9 months later they all of a sudden removed some key features. These feature include, vehicle diagnostics reading via mobile app. I was aware the maintenance was not included and that feature was not activated. But from my understanding I get the diagnostic reading. I called and spoke to Samsara and they said it was a trail. I told them that a trail should of ended in the first 30 days not 9 months later and 12 more units added. Their only solution was to add additional features and charge me more. That's not what was agreed upon so I refused and requested that I send the units back. I have already paid them approximately $5040. This does not include shipping. I was paying for a year of service up front approximately $336 for 12 months that's $28 a month per unit. Now they want me to pay over $5000 to cancel the service. Some devices are only a few months old. They did a Switch and Bait. I have tried to get into contact with a supervisor but no luck. A good analogy to this would be that I was buying 100% cotton shirts, I received initially 3 cotton shirts to try out. I ordered 11 more that where cotton and then ordered another 2 and received polyester. When I call to see what happened, they tell me that they sent me the wrong product from the beginning. This is Bait and switch. Due to this inconvenience I now want them to waive the cancellation fee, refund me my money that I have already spent and additional $250 per unit for installation/ removal. They will get all their units back. I have requested a return label for the last 2 units. Those are under 30 days old and have not been installed due to this matter and I still have not received the prepaid return label.My acct# is my email *******************************

  

  Business response

  02/08/2022

  Apologies for the delay in responding to this complaint. While this customer did participate in a trial that had a broad set of features turned on, he chose to purchase a Safety-only license (meaning he only pays for features associated with our camera technology and not our vehicle diagnostic technology). See attached for both contracts where you can see this is the only license they've purchased. Here are additional details clearly explaining what is included in the Safety-only license: https://*****************************/hc/en-us/articles/360042743852-Safety-License-Overview.

  It took longer for our systems to reconcile the services this customer trialed compared to the services they purchased and update their dashboard accordingly after the trial ended, which is why they had access to those features for longer than the trial period. We did not retroactively charge them for the months that they had access to additional features (for free), but now, we have ensured that they only have access to features included in the license they are paying for.

  In terms of the request for a refund, the customer signed a contract that explains our terms and return policy and agreed that the contract may not be terminated by them prior to the license expiration date. It seems that the majority of this customers' hardware is outside our 30-day return policy. For hardware that has been purchased within 30 days, they can to reach out to **********************************. 

• Initial Complaint

  09/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went thru checkout process and signed up for service that included remote access to dash cam footage as well as AI driving tips. Samsara later claimed that the driving tips were not part of the service I had purchased, despite this being the specific thing I signed up for and the sole reason for purchase. I ate the cost of the first year of service and removed the cameras from my cars. I have not used their service at all for the last 11 months. Despite a failure to provide the promised service, they now want to **** me for an additional years two and three of their express checkout subscription service. They have failed to deliver the promised services and ignored requests to cancel their contract despite not providing what they promised. They are a fraudulent, predatory operation. I will dispute their charge with my credit card company but wanted to warn others not to do business with them. They are liars and cheats.

  

  Business response

  09/23/2021

  Hi,

   

  We will be reaching out to the customer today to provide support.

   

  Thank you. 

*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. ↩