Complaints

This profile includes complaints for AMP Security, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AMP Security, LLC

  1261 S 820 E Ste 300 American Fork, UT 84003

• 

  AMP Security, LLC

  1261 S 820 E Ste 300 American Fork, UT 84003-3875

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:01/29/2024

  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.

  AMP Smart came to my home in 2021. They "sold" me on a monitoring system. The company deceptively led me to believe that maintenance of the equipment is part of the contract. They do not service the equipment unless I call them and pay them to come and fix the equipment they gave to me. Currently, I am paying monthly to AMP. Not one of the cameras on *************. The system has not worked off and on the entire time I have had it, 22 months. The system is non-existent. I am a senior, and they want me to continue to pay for 30 additional months. This is a scam perpetrated on older people. They gave me equipment so they would not have to service it. I still have to pay for the monitoring service even if it is not working. That is like saying they could sell monitoring services to someone with NO EQUIPMENT and charge them without providing one single service. I sold the house 2 years ago to my Marine son. He does not want the monitoring service. They told me I still have to pay. I am getting no monitoring service. The cameras do not work. I am being made to pay for getting absolutely nothing. They did not offer to come and help me with the equipment. I am a disabled Texan who will not be climbing a ladder to determine why none of the cameras work. This company comes through a neighborhood - and sells the monitoring system by saying how fabulous the equipment is and how they give it to me for free if I sign up for their monitoring. It was never assumed at the sale that the equipment would fail. As an aging American, I wanted to be safe. I do not want to be scammed. I want AMP to release me from the contract or send someone at NO COST to make this equipment work if they want me to continue making payments under the contract.

  Business Response

  Date: 01/30/2024

  To ensure that our customers are fully aware of the terms and conditions of their contracts, AMP has implemented several measures. Firstly, the customer is required to initial section D, which clearly states the contract term in bold. Secondly, our customers undergo a pre-install and post-install recorded phone call with an AMP representative, during which they are asked if they fully understand that the term of the agreement is 60 months. On this occasion, the customer replied,Yes. Lastly, we provide customers with a standard 3-day cooling-off period,during which they can carefully review their contracts and test the system as necessary. If, during this time, customers have any concerns, they can cancel their contract without incurring any penalties. During this period, all concerns were addressed and resolved.

  
  At AMP, we prioritize customer satisfaction by offering free tech support over the phone to address any equipment issues our customers may encounter. If customers choose not to use our tech support, they can request a technician visit for a small fee.However, in this case, when the customer notified AMP of their issues with the system, they refused the over-the-phone tech support and to pay the fee.

  
  If customers decide to cancel their contracts before the term ends, they have two options. The first is to pay the early termination fee, which is clearly outlined in bold in section 11 of their signed agreement. The second option is to relocate the system and transfer the contract to someone else who is willing to take it over. Customers must choose one of these two options if they wish to cancel their contract. 

• Initial Complaint

  Date:01/23/2024

  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.

  I was approached in my front yard by an AMP Smart salesman in the summer of 2019. In the span of an hour, he had an installation guy on the way. He told us that "normal customers" are bound to a 60 month contract (5 years) but NOT US! "Lucky us!" we had such a prime spot with high traffic, he made a verbal "deal" with us that if we just promise to keep the AMP SMART sign in the front yard, we would not be in a contract and can "cancel for free at any time" and kept pushing how "risk free" this was. We caved, unfortunately, because he offered free install. He rushed me to sign something that I didn't have a chance to read. Ever since day 1, the system itself simply did not work. We tried to contact them to have the issue resolved but never got a live person on the phone. we eventually gave up, unplugged the cameras, and stopped paying the bill. (Summer 2020) Ever since then they have berated us with relentless phone calls from hidden phone numbers trying to collect. come to find out, we have been locked in a 5 year contract this whole time and the ONLY way to cancel is to pay $2000! I have since researched the company more and quickly found hundreds of other complaints; stories that echo the same manipulative tactics we experienced, The ole' "Bait and Switch"My wife and I are really embarrassed and frustrated. We are looking forward to the day when justice finally catches up with this con company, and someone with the financial fortitude can rise up against with legal action.

  Business Response

  Date: 01/26/2024

  To ensure that our customers are fully aware of the terms and conditions of their contracts, AMP has implemented several measures. Firstly, the customer is required to initial section D, which clearly states the contract term in bold. Secondly, our customers undergo a pre-install and post-install recorded phone call with an AMP representative, during which they are asked if they fully understand that the term of the agreement is for 60 months. On this occasion, the customer replied, Yes. Lastly, we provide customers with a standard 3-day cooling-off period, during which they can carefully review their contracts and test the system as necessary. If, during this time, customers have any concerns, they can cancel their contract without incurring any penalties. However, in this instance, the customer did not contact AMP during this cooling-off period.

  
  At AMP, we prioritize customer satisfaction by offering free tech support to address any equipment issues our customers may encounter. In the event that customers choose not to use our tech support, they can request a technician visit for a small fee.However, in this case, when the customer notified AMP of their issues with the system, they refused to pay the fee and chose to troubleshoot and fix the problem themselves.

  
  If customers decide to cancel their contracts before the term ends, they have two options. The first is to pay the early termination fee which is clearly outlined in bold in section 11 of their signed agreement. The second option is to relocate the system and transfer the contract to someone else who is willing to take it over. Customers must choose one of these two options if they wish to cancel their contract. The contract was signed in September 2020

• Initial Complaint

  Date:01/22/2024

  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 had multiple communication letting Amp Smart know that we do not want to renew the contract that expired in June 2023. Not only has Amp Smart continue to charge us, even though the service was turn off, they then turn the service back on without warning. When ask why this occurred, they stated my son in law renewed the contract. The call was actually to file a complaint about continuing to bill for services. In addition, my son in law is not on the account. So they would not legally be able to use any request coming from him to **************

  Business Response

  Date: 01/26/2024

  The customer agreed to the auto-renewal clause mentioned in section D of the Monitoring Agreement.The said section stated that in order to cancel the contract, a written notice of cancellation had to be sent in. The customer initialed in section D,indicating their agreement to the terms. However, the customer failed to follow the procedures outlined in section D to notify AMP of their intent to cancel.AMP did not receive a written Notice of Cancellation (NOC) at least one month before the renewal date, as required by section D. Despite several phone communications expressing their desire to cancel, the customer was instructed to send in an NOC. If the customer wishes to cancel their contract they should send a NOC to AMP. 

• Initial Complaint

  Date:12/12/2023

  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.

  Amp Smart Home Security will not ************** security system.I had a technician come to my home in July and tell me that I needed a new panel. We have had 24 false alarms in one and a half months. I call and I am put on hold several times as they send me from one department to another. This went on for almost three hours one evening. They told me that they will be here to fix it but cancel and it is still not repaired. I have been told that December 29th is the first time that they will take care of it leaving me without home security for my family for several more weeks.

  Business Response

  Date: 12/18/2023

  AMP will reach out to the customer. 

• Initial Complaint

  Date:12/11/2023

  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.

  My Contract was with Titanium security and was closed on December 2022 before AMP Smart Security, LLC took over the company. but for some reason AMP Smart Security continued to charge me for services. Documentation of my cancelation and end of contract is on file that ended on Dec 2022. Company employees for the ****************** have confirmed and agreed with this but have yet to reimbursed or reached out to me in regards to the 11months being charged $121.50 until November 2023 added up to $1,215.

  Business Response

  Date: 12/18/2023

  It is important to note that AMP did not acquire Titanium LLC, but instead purchased security accounts from the company. Concerning the customer in question, AMP is currently unable to locate their account and requests that they kindly provide their account number to enable us to better assist them with their complaint.

• Initial Complaint

  Date:11/28/2023

  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.

  AmpSmart originally signed me up for what I was told would be a 2 year contract. After 3 years I had to renew in order to replace missing/defective equipment from moving houses. I have tried to get the security hub replaced since it was delivered defective and they will not fix the equipment after I have contacted them multiple times. I have not used my security system in years and have not been able to cancel without paying an outrageous amount. I feel that since AmpSmart roped me into a misleading contract that they need to cancel any further payments and refund what I have paid them for unused services that they will not let me get out of without a high cancellation fee.

  Business Response

  Date: 12/01/2023

  AMP was informed only once of the customer's panel complaints, which occurred on August 31, 2021. A technician was dispatched to the customer's residence and, to our knowledge,the problem was resolved. If the customer is still experiencing issues with their main panel, AMP is more than willing to assist and will reach out to the customer.

  
  As part of the contractual relationship, AMP expects the customer to fully read and understand the documents they sign. To enable the customer to do so, AMP provides the customer with a standard ***** right of rescission, which allows ample opportunity for the customer to review their contracts and contact us with any questions or concerns. The 3-day grace ****** also allows cancellation with no penalty or termination fee. However, the customer did not contact us during that timeframe.
  

  Per the customer's contract, which they signed, section 11 stipulates that if they were to cancel before the contract end date, they would be required to pay an early termination fee. Therefore, AMP will not cancel accounts and/or contracts without either the account being transferred into another qualified person's name or an early termination fee being paid.

  
  The customer agreed to the term length when they initialed section 3 and signed the Monitoring Agreement (MA) and the MA addendum. The contract the customer signed is legally binding and valid. If the customer would still like to cancel prematurely, they will need to fulfill one of the cancellation options provided above.

• Initial Complaint

  Date:11/26/2023

  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 started a 5 year contract with AMP Smart (AMP Security) in early 2019. Our renewal is coming up in early **** so I reached out to **************************************** (the contact email on their website) to ask about our renewal. I want to know when we are set to renew, whether we automatically renew our services or need to do something to have things to renew, and what the new terms of our contract would be. I am trying to figure these things out now in case there is an auto-renew so don't auto-renew without knowing it.I emailed AMP Security on 11/2/23 about this, got no response, then followed up on 11/8/23, no response, then I followed up again on 11/15/23. I still have gotten no response. Can someone from AMP please respond to my several emails? We've been paying AMP for almost 5 years, yet they seem to be absent when I ask about our contract details.

  Business Response

  Date: 12/01/2023

  AMP will reach out to the customer within the next 3 business days to discuss the customer's account. 

• Initial Complaint

  Date:11/22/2023

  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.

  Signed up for Amp Smart in June of 2019. Had a three year contract with them. I had since moved and now have someone else renting the property. I called in November of 2023 to cancel my service, as I knew I was past the 3 year contract period. I was informed at that time that there was an auto-renewal for another three year that I was never notified about. The initial sales rep (door-to-door) never disclosed the auto-renewal process either. I received no emails or contact about the pending auto renewal. I was then told to cancel the "renewed contract" I would have to pay an early termination fee of over $1,000. This business is incredibly deceptive.

  Business Response

  Date: 12/01/2023

  AMP cannot locate this customer in our system. It does not appear that this is an AMP customer. 

• Initial Complaint

  Date:11/21/2023

  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.

  My contract with AMP Smart security was up in September 2023. When I called to cancel, AMP Smart security said they needed 30 days notice. When the 30 day notice was up they continued taking $65.99 from my account, when I called to cancel in November 21st 2023 again the second time AMP Smart said I renewed my contract in September. I never renewed ny contract with AMP Smart by mail or email, I've been wanting to cancel service with them for over over two years and have been waiting for the contract to expire. I have decided to stop payment with my Bank and report AMP Smart to the BBB.

  Business Response

  Date: 11/21/2023

  The customer agreed to the auto-renewal clause in section D of the Monitoring Agreement on the sale day. They also initialed this part of the contract. However, the customer did not follow the procedures outlined in section D to notify AMP of their intention to cancel. AMP did not receive a written Notice of Cancellation one month before the renewal date, which was 10/18/2023. We only heard from the customer on 11/18/2023, and this communication was via telephone.

  Customer Answer

  Date: 11/23/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: how in the **** could any one remember to cancel a automatic renewal five years later. AMP Smart are swindling hard working people with there contracts. I will stop AMP Smart from taking my money by changing my bank account, if AMP Smart decides to report to the credit bureau that will be fine with me I would rather loose some credit points before I give those AMP Smart crooks another penny. I will be waiting for another class action law suit to join when it comes about.
  
  
  
  Sincerely,
  
  
  
  ******** *********

• Initial Complaint

  Date:11/13/2023

  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.

  I signed a contract with this company to provide secrity services to my home in June 2018. I paid my bill EVERY month for the next five years. I receiverd a copy of this contract at signing time. In August 2022, one year before the first contract expired, a Maddi Holt from AMP signed another contract using only my Docusign, but not my signature. However I was never informed of this and never received a copy. On September 5, 2023, I signed up with another company for security services. Unfortunately I forgot to send AMP a 30-day letter of termination, which was later done on October 1, 2023 and the company received it on 10/4/23, As I had NOT resigned a second contract with them I fully believed I DID NOT have an ongoing contract with them. I was told it was against Utah law to AUTOMATICALLY RENEW A CONTRACT, unless the other party agreed to this. I did not. In my letter to them on Oct 1, I pointed out the expired contract and the fact a new contract had NOT been signed by me. My payment to AMP was due the end of each month, but in October 2023 they took out the Sept. payment after the first of Oct and took out a second payment on Oct. 10. The company emailed me a copy of the fraudulantly signed contract and I responded in writing to them as noted above. I told them in my mind the matter was closed once November 1 came as that was the end of my 30-day termination period. Since then the company has tried to debit my checking account for further payments on several occasions and I have received ongoing emails that they cannot access the equipment (which I threw away). I have also received emails about the monthly payment and phone calls since November 1, 2023 about their being denied access to my checking. I have talked with them twice about not having a current contract. On Nov 1, I received an email stating the account was CLOSED on November 1, 2023 at 11:40 am. Another phone callson Noivember 7. I want all contact stopped by them.

  Business Response

  Date: 11/14/2023

  AMP understands the customers’
  concerns and would like to emphasize that ensuring customers fully comprehend
  the terms and duration of their contracts is of utmost importance to us. We
  take several steps to ensure this, such as providing copies of all signed
  documents either through DocuSign or by giving customers a carbon copy for
  their records. All DocuSign documents are sent and executed through the
  customer's email, d********[email protected]. It is the customer's responsibility
  to carefully review and understand all documents before signing them. To
  provide ample time for customers to review and ask any questions, AMP offers a
  3-day right of rescission.
  
  Please note that the
  customer is responsible for their contract, and there is currently an
  outstanding balance of $88.63. We appreciate your understanding.

  Customer Answer

  Date: 11/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because my initial contract was up. Your initiation of a new contract, never signed nor seen by me is not legal as it was initiated by you during my initial 60 months. The materials provided to me by your company are very difficuolt to read. I honestly thought after the 60 months that there was no further contract. What is it you want to releasse me from your contract as I DO NOT wish to deal with you further.  Other individuals in my area had a cointract with you and they have not had this hassle. Please tell me what yoiu want!
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 11/17/2023

  The contract addendum was emailed to the customer for review and signature. AMP's records show that the document was signed by the owner of the email address ***********************, as indicated in the previously provided DocuSign receipt. It's crucial to emphasize that we don't have access to this account.

  Customer Answer

  Date: 11/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this issue has not been resolved to my satisfaction. I have gone back over my banking statements for the past several months. Initially when I set up the withdrawal for your company, you were to withdraw the money each month on the 28th of each month. You have not been consistent in doing this and often removed the money on the first day or so of the next month.  I did take time to go back several months to try and figure out which withdrawal was for each month. In doing so, I have found that I do owe you a payment of $68.63 which you would have taken out on October 28th.  I am willing to pay you this amount if you will let me know a physical address of where to send the final payment. At that time I will consider the account closed as I already have sent you a letter of termination.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 11/21/2023

  AMP credits the monthly monitoring fee on the 28th of each month. If the customer's bank statement does not reflect this on the same day, it indicates when the bank finalized the transaction. The current outstanding balance is $159.26.
  
  Cancellation of accounts or contracts by AMP requires either the account's transfer to another qualified individual's name or payment of an early termination fee. The customer, by signing the contract addendum, agreed to the extension of terms. This contract is legally binding and valid. If the customer wishes to cancel before the agreed term, they must choose one of the cancellation options mentioned.