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

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  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:10/30/2023

  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.

  Entered agreement with AMP Smart 1/22/22. Since the start we have had issues with cameras, recording and their apps. The cameras have died, took almost a month to be replaced. They then tried to charge us a service fee and for replacement camera, even though their equipment was the issue. The cameras and app skip, days at a time, any video clips that should be stored for review. The app constant issues, pulling up live video, garage camera, back yard & doorbell. Constant connection issues. They increase their prices with no notice to customer, their equipment is junk and service is awful. They want to charge you a fee, every time something goes wrong, just to have someone find the issue. Customer service is a joke, with the run around on how to correct system issues, it's always "you must be missing an update", "must be a battery", you must have changed a setting". This company takes no responsibility for their equipment or service. They just try and get the most money out of you as possible.

  Business Response

  Date: 11/09/2023

  AMP will reach out to the customer. 

• Initial Complaint

  Date:10/29/2023

  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.

  We ****** up with AMP in the summer of 2022, they came to our house posing as Vivint to do a upgrade, when the technicians started replacing and in the process breaking our paid off system from Vivint, they then told us they are with AMP! They also told us we were a promotional home and there would be no contract and we can cancel at any time! We yet have to receive the paperwork we ******!!! The technician showed the sales rep how to install a doorbell, they broke it! So for the entire time we had ANP I had wires hanging out my wall next to the front door!!! They told us to fix it and let them know when we did! So the entire time we did not have a working doorbell! Husband is a disabled veteran with mobility issues, when I called them for a solution to come out and fix it because we couldnt figure it out lady yelled at me whats taking me so long to fix it!!!! Excuse me yall are the once who almost burned down our house leaving a doorbell plugged into the wall in my kids game room cause you blew up something in my electrical!!!! We had people on our property in the middle of the night walking into our yard trespassing! We got a notification 3 minutes later! Our German shepherd luckily scared them of, by the time we got the notification and my dog barked like crazy they were down the road! We called in April to cancel the contract they wanted $1000 cancelation fee for something we did not sign up for!!! Found out since it is electronic signatures their sales rep ****** it!!!! Asked numerous times for the so called 6 year contact we ******, husband was 26 years active duty and reads every fine print and would never sign nonsense like this, well we still waiting on those emails.. They kept charging so we reported fraud to our bank! They will not work with you and claim its your fault!!! It took the electrician 3 hours to fix what they broke! I am not paying them $1000 cancelation fee for me to fix what they should have done and none working equipment

  Business Response

  Date: 11/09/2023

  AMP will reach out to the customer. 

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20798065
  
  I am rejecting this response because:

  They have reached out to my husband, who will no longer talk to them, they also reached out to my 19 year old daughter that has nothing to do with the so called contract!!!!!

  Every time we talk to them their argument is pay us the $1000 and we get you out of the contract, not acknowledging that we had no working equipment and had to fix out of pocket what they broke. 

  They want to talk to one of us, they can call me *************************, they have my number since they called and threaten to send us to collection so they know how to contact me and come up with a better solution and might want to investigate in the fraud their Sales people are doing.

  
  Sincerely,
  
  ****** And *************************

  Business Response

  Date: 11/13/2023

  AMP strongly disagrees with the allegations in this complaint.
  
  The customer agreed to a ******** term when they signed the contract. To ensure the customer understands the term length, they are required to initial section D, indicating their understanding, as well as initialing to confirm their switch to AMP.
  
  Our sales team undergoes rigorous training to prevent fraudulent sales practices, as does our customer service team to address customer concerns respectfully.
  
  AMP attempted to contact the customer regarding the alleged issue with the doorbell. However, we were unable to reach the customer due to their mailbox being full.
  
  AMP would like to send a technician to address and fix the issue.
  
  Please be aware that your account currently has an outstanding balance of $397.95, which, if not addressed, may be sent to a third-party collection's agency.

  Customer Answer

  Date: 11/14/2023

  
  Complaint: 20798065
  
  I am rejecting this response because:

  We would have never signed the contract knowing that it would be 6 years!!!! We where told that we where not under contract due to being a promotional home!!!!
  When I called in regards to the doorbell I got almost yelled at by customer service in regards why I have not called earlier, we where not the once preaching the so called contract here! We also where not the once breaking our then working door bell. 

  We have a new security system that actually notifies us in a timely matter (right away) and not 3-4 minutes late that somebody is on our property! It took the new security company 3 hours to fix what this company broke. 

  Our neighbor who is also in the same boat as us with this company has found proof of forgery of signatures!!!!!

  If your sales team is so highly trained, why did they not make a appointment right away to come fix what they broke and put it on us the homeowners to fix it???? 

  I am not discussing the outstanding balance as I asked for my account to be canceled in April! This company is so full of fraud it is ridiculous!!!!! Yes my husbands mailbox full, yet they have no issue calling me (wife) or my child to try to get the "outstanding balance. When the only solution for them is pay us $1000 to get out of the contract but will NOT come tours the customer for the broken equipment they caused nor that it took their system 3 minutes to notify us there was somebody on our property!!!!!

   

  Sincerely,
  
  ****** And *************************

  Business Response

  Date: 11/14/2023

  Ensuring that customers comprehend the terms and duration of their contracts is crucial for AMP.Therefore, AMP provides copies of all signed documents either through DocuSign or by giving customers a carbon copy for their records. It is the responsibility of the customer to thoroughly read and understand all documents before signing them. To guarantee that customers have ample time to review and ask any questions, AMP offers a 3-day right of rescission. In addition, AMP conducts quality assurance calls both before and after the signing of the Monitoring Agreement and installation. During the recorded phone call, AMP confirms the agreement length with the customer by asking, "I see here you are set up on a 60-month agreement; is that correct?" to which the customer replied,"Correct." A copy of the contract has been sent to the customer for their records.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20798065
  
  I am rejecting this response because:

  I have asked numerous times for your customer service reps to email copy of the so called signed contract to us, which we NEVER received, I have given you alternative emails. 

  You might want to train your highly trained service reps to not lie to people and tell them the contract will be waved since you are a promotional home!

  Also if they are so highly trained why did they break my doorbell? Why is it the customers responsibility to get fixed what you broke, on their money? Why does it take your system 3-4 minutes (we where not the only once with that problem) to alert that there is somebody lingering? It took my German Shepherd to scare people off since you system did not alert on time!

  Now if you will come up with a solution for why we had to spent hundreds on dollars on something you broke in our house and where not willing to fix ( of course because it took the new security company over 3 hours to fix what you broke) The entire time we had this company we had no doorbell, yet paid for that service!

  Come up with a solution on that please!

  
  Sincerely,
  
  ****** And *************************

  Business Response

  Date: 11/17/2023

  AMPs response remains the same

   

  Business Response

  Date: 11/21/2023

  AMPs response remains the same. A copy of the contract has been sent to the customer. 

• Initial Complaint

  Date:10/18/2023

  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 purchased security for my home on May 26, 2015. At that time I was told it would be a for 5yrs. They deducted from my checking 55.99. Approx one yr ago they attempted to increase my rate to 60. I've told them repeatedly that I did not want their service any longer and they had broken the contract by increasing the monthly rate. 2 weeks ago I began getting frightening calls from them, one late at night threatening me. This company has been very shady, at one time they had someone come to my house allegedly inspecting the equipment. They asked me to sign paper that they had been out to house, when in fact, I signed not knowing another contract. I've told them to never come in my home again. I am a 68yr old widow living on 1700. a month. This is causing me to lose sleep and afraid they will show up at my house. I've always paid my bills on time and I'm not accustomed to these hatefilled calls. Can you please help me

  Business Response

  Date: 10/23/2023

  Regarding the price increase, AMP had to raise its rates in the past year due to inflation and economic changes in our country. We are experiencing rate increases from our vendors and partners, affecting various aspects such as monitoring, equipment, insurance, and credit card processing. We have made minimal increases to our customers' rates. For more details, please review Section C:3 of the Monitoring Agreement.
  
  The contract addendum, which the customer signed, clearly states the extension of the customer's contact in Section D. This section explicitly outlines the terms of the contract extension. We encourage customers to stay informed about these details as part of their responsibility within the contractual relationship.
  
  Unfortunately, due to non-payment, AMP is no longer the owner of this customer's account, as it was sent to collections on July 31, 2023. If the customer has any concerns regarding the calls they have been receiving, they can contact Rosenthal Morgan and Thomas.

• Initial Complaint

  Date:10/18/2023

  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.

  Around the summer of 2017 I had AMP Smart install cameras inside and outside of my home. The monthly fee was 52 -58 per month. In addition we had Doorbell camera, smoke detector and carbon detector. Which we paid for out of poclet. The contract was for 5 years. Everytime something went wrong with products we were charged for them to come to our home, which we paid. July 2022 we canceled our service with AMP however we were told we would still be billed through May 2023. We argued this as our 5 years was up in 2022. The loyalty department associate said as of June 2023 we would no longer be billed
  However much we disagreed with their deceptive business practices we continued to pay as they stated. As of June 2023 we were no longer supposed to be billed but we still are and now we are getting the run around just like we did last year. I want the billing to stop and I want a refund for 15 months of us being billed for service we canceled and have not used since July 2022. $780 dollars extra since our contract ended.

  Business Response

  Date: 10/23/2023

  At AMP, we prioritize customer satisfaction by offering free tech support to address equipment issues. If customers choose not to use tech support, they can request a technician visit for a small trip fee to ensure proper equipment functioning and any necessary repairs.
  
  When the customer reported issues to AMP, our tech support promptly provided assistance. Technicians were dispatched upon request and successfully resolved the reported issues, as recorded in our files.
  
  It's important for AMP to ensure that customers understand the terms and length of their contracts. To achieve this, customers are required to enter their initials in section D, which clearly outlines the term length and the contract auto-renewal terms. It also states in capital letters that the customer must send in a written request no later than 30 days before the contract end date.
  
  Additionally, AMP conducts a phone survey after installation to confirm the customer's understanding of these terms and provides the customer with a 3-day right of rescission. Since the customer did not contact AMP within the allocated time window, they remain responsible for their contract.
  
  On July 11, 2022, one of our customer service representatives discussed the need for the customer to send in a written Notice of Cancellation 30 days prior to the end of their contract. Although we did receive a verbal request, no formal request was ever received.

• Initial Complaint

  Date:10/09/2023

  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.

  I established service with Amp Smart in 2016. Their service was awful. The doorbell never worked properly and still doesnt to this day. The fire department said that the alarms that Amp Smart installed were 10 years out of date and needed to be replaced. At least 75% of the time, the panel says no service although everything else in my house works fine. Someone from their company came to my house in December of 2020, while I was still under contract and replace my panel. He asked me to sign the invoice, which I did, but didnt realize there was a clause in fine print that said I was agreeing to automatic renewals, and although I was still under the original contract, they added another 5 years to the contract with no notification. I am still trying to cancel, but the cancellation specialist refused to help, and refused to let me speak to her boss about it. When I said I wanted to speak to her boss, she hung up on me.

  Business Response

  Date: 10/17/2023

  At AMP, we prioritize customer satisfaction by providing readily available tech support agents at no additional cost for addressing equipment issues. Alternatively, customers who choose not to utilize tech support can request a technician to visit their residence for a nominal trip fee, ensuring the proper functioning of their equipment and any necessary repairs. Maintaining up-to-date equipment is the customer's responsibility, and they are encouraged to promptly notify AMP in case of disruptions, prompting the option for tech support or technician assistance for the associated trip fee.
  
  When customers reached out to AMP about issues, our tech support promptly extended assistance. Upon request, technicians were dispatched to the customer's residence, successfully resolving reported issues, as reflected in our records.
  
  In a proactive effort to enhance the customer's experience, ************** suggested a new panel. The customer was given the choice to either make an upfront payment or extend the contract with no immediate costs. Opting for the latter, the customer extended the contract and received the panel without an upfront charge, confirmed through the signing of the contract addendum.
  
  We understand the concerns related to automatic renewal and contract extension. It's important to recognize the comprehensive nature of contractual agreements. The terms, including renewal procedures, are clearly delineated in bold in the initial contact's section D, where customer initials are required. Additionally, section D of the contract addendum explicitly outlines the terms of the contract extension. Customers are encouraged to remain informed about these details as part of their responsibility within the contractual relationship.

• Initial Complaint

  Date:09/28/2023

  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 entered into a contract with Amp Services in May 2017 for an alarm system. I was informed at the time that my contract was for 5 years, which would end the contract in May 2022. On September 28, 2023, I contacted Amp to inquire and verify that my contract had ended. I was notified that since I did not cancel my service, I was automatically renewed, however, I never received notification regarding a renewal. They now want to charge me over $500 to cancel my service even though I have satisfied my initial agreement.

  Business Response

  Date: 10/09/2023

  The Monitoring Agreement signed by the customer contains all the information regarding cancellation options and procedures. Section D of the agreement clearly stated the renewal terms, which were initialed by the customer, indicating that they fully understood the term length, renewal clause, and the process for cancelling its renewal. However, the customer failed to notify AMP 30 days prior to the autorenewal.

  Customer Answer

  Date: 10/10/2023

  
  
  Complaint: ********
  
  
  While I understand that this is documented in the contract, my issue continues and remains to be that a notification was not received from the business that automatic renewal date was approaching allowing me to either accept or cancel my service.
  
  
  
  Sincerely,
  
  
  
  ******* *********** ***

  Business Response

  Date: 10/16/2023

  While AMP empathizes with the frustration of not receiving a notification about the approaching automatic renewal date, it's essential to consider the broader context of contractual agreements. Contracts typically outline terms and conditions, including renewal procedures, which consumers are expected to adhere to. While the absence of a notification might be an inconvenience, it doesn't absolve the individual from their responsibility to be aware and abide by the signed contract.

• Initial Complaint

  Date:09/19/2023

  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.

  I received a Sales call saying I could get additional camera's for no extra cost for installation or monthly charges. The sales rep never called me back when I asked him to as I was at work when they called.
  When I called back a few days later, no one seems to know anything about the extra cameras, not only that but when I asked them AGAIN about my door bell camera not resetting even though I sat on a line with them trying to get it reset, to no avail. I asked for repair tech to come out, that was over 6 months ago and still nothing.
  Customer Service is awful - wouldn't recommend this company to anyone. Heaven forbid you are a day late with your payment they are calling you right away, but when service is needed they are no where to be found.

  Business Response

  Date: 10/09/2023

  AMP will have someone reach
  out to the customer. 

• Initial Complaint

  Date:09/15/2023

  Type:Product 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 family and I have used this alarm company since 2018 and it has been a headache since day one. The Cameras only work when they want to. We moved to a different state at the end of July where this company was supposed to come out and install cameras/alarm in our new home August 15th. No one ever showed. I had to call them, where they rescheduled for September 6th and again no one ever showed. They’ve no showed multiple times, as the customer I have to call to reschedule and this company still expects to be paid for services we aren’t even receiving. I called them to get some kind of credit for waiting for these services and they refused and scheduled a new date in October. I expressed that I just want to just cancel them and be done with it but they want $1000 (remainder of contract fees) to cancel, which is absurd as a customer who keeps getting the run around from a company who doesn’t even bother to a. Show up and b. Let you know they’re not coming. Now they are not even responding to my emails or phone calls. I would really just like to be done with this company and have no further obligations with them as they’ve proved to be unprofessional and unreliable time and time again.

  Business Response

  Date: 11/13/2023

  • AMP will contact the customer. 

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20609823
  
  I am rejecting this response because: they have not contacted me. I have not received a response from them in months. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/14/2023

  AMP has contacted the customer concerning their complaint. 

• Initial Complaint

  Date:09/14/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Since installation a little over 2 years ago. The doorbell cam has about 8 months. After paying a $30 service fee in June of this year to have the doorbell cam replaced it worked for about another month before I had to go through trouble shooting process to make it work. In August the trouble shooting process stopped working and it hasn't worked since. I reached out asking to void contract and was told there was an $1800 cancelation fee which the salesman never told me about. I told them I would not be paying because of there faulty equipment and they told me they don't have reoccurring problems with their equipment. The technician who replaced it in June told me it's an on going issue with their cameras and warned me that they auto renew your contract if you don't let them know you want to end service. They've scheduled another tech to come out between 2 and 6 on a work day and when I asked if they would call with a more specific time so I didn't have to take off work they said they couldn't make any promises. I just want out of contract with no cancelation fees and they are welcome to take their equipment as it doesn't work anyway

  Business Response

  Date: 11/13/2023

  • As per section 11 of the Monitoring Agreement, which the customer signed on the day of the sale, there is an early termination fee that applies. The customer was provided with all the contracts on 5/24/2021 and was offered a 3-day right of rescission. This cooling-off period allows the customer ample time to review the contracts, ask questions, or raise any concerns they may have had. However, the customer failed to utilize this opportunity within the given timeframe. 

  • The customer's doorbell was repaired on 9/20/2023. 

  Customer Answer

  Date: 11/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although I think their sales tactics are misleading and there equipment is subpar at best. I agree I did not read the contract as I should have. Maybe that is where I was offered 3 days to rescind contract but was never told that by anyone. I accept their response but an not satisfied by any means. As long as they don't autorenew my contract as I was warned they would by their own service tech and they keep their equipment working there will be no more complaints from me. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/14/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 have been waiting to be contacted by this company so I can end my contract, and every time i contact them, they always say no one is available in the department for cancellations. The third call to this company was yesterday. The representative stated that absolutely nobody was available to assist me with my claim because "All the employees" were in an emergency meeting. How convenient right. As soon I call that company meeting just begin??? Ask how long would it take to get a call back and the rep said 2 DAYS! You cant make this stuff up. All i want is for somebody to do their job. Is that too much to ask. Also the company decided to charge my card early this month than usual. I guess since they know we are cancelling might as well hit the card 2 weeks early to get that last payment through for quota. Huge Mistake purchasing from this company

  Business Response

  Date: 11/13/2023

  • AMP contacted this customer on 9/14/2023, and on 10/10/2023, the customer's account was canceled. 

  Customer Answer

  Date: 11/14/2023

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