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:09/07/2023

  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.

  I have NEVER in my life dealt with a company as HORRIFIC as this.
  Apparently Titanium was acquired by Amp and I have been asking since MARCH for a breakdown of my charges, my contact, etc...
  I have been sent to collections and I have NO idea what I am being charged for.
  I have not signed a contract!!!!!

  Business Response

  Date: 09/12/2023

  AMP will be in contact with the customer. 

• Initial Complaint

  Date:08/31/2023

  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.

  Attempted to cancel service in April 2023 due to faulty equipment and overall poor service. Paid amount to cancel and was told a removal team would contact me and never did. Contacted customer service and was told they dont have removal teams. Confirmed I was cancelling service and removing equipment from walls. Get invoice 3 months later that contract had auto renewed because notice had not been given, call customer service who tells me to send in notice on july 31st and that it would be cancelled. Have now been sent another invoice, locked into a 5 year contract and no longer have the equipment. I am being told from loyalty department it will be $1500 to cancel contract early even though call log from April will provide my cancellation request and negligence of associate who never mentioned needed written form, I have the email from july where it said my service will be cancelled but am not being told that is for the 5 year contract that was just renewed. The 3 months in between invoices left the time period to far for me to cancel with them apparently. I am now being charged full price and length while not having equipment for provided service and no one can cancel or get me more equipment.

  Business Response

  Date: 09/10/2023

  It is essential for AMP to ensure that customers understand the terms and length of their contracts. To achieve this, customers must initial section D, which clearly outlines the term length, and AMP conducts a phone survey after installation to confirm the customer's understanding of the terms. It should be noted that section 11 also specifies the early termination fee in the event of cancellation. Additionally, AMP provides customers with a 3-day right of recession, during which they can raise any questions or complaints.

  
  Upon conducting a thorough review of the phone conversation that took place on April 27, 2023, between the customer and AMP’s Loyalty department, it has been confirmed that the loyalty agent had indeed clarified the terms to the customer. It needs to be emphasized that as per the terms of the contract, if a written cancellation notice is not received by AMP at least 30 days prior to the contract's expiration date, in this case, June 30, 2023, the contract is automatically renewed.
  
  AMP would be willing to send a tech to the customer's residents to help reinstall their equipment. 

• Initial Complaint

  Date:08/29/2023

  Type:Customer Service 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.

  Im am writing about AMP security home system due to I have been having this security system since 2018. The price that I starting paying has fluctuated several times without my knowledge and I do not wish to continue services. I called AMP to cancel and spoke to a rep she stated I signed an agreement last year to continue I requested to have that agreement sent to me in writing that was over 2 weeks ago still have not received anything but I have been receiving bills in the mail

  Business Response

  Date: 09/11/2023

  Regarding the increase in rates, AMP has encountered rate hikes from our vendors and partners. This is mainly attributed to inflation and economic shifts within our country, impacting costs across various aspects of our operations, including monitoring, equipment, insurance, and credit card processing.
  
  The Monitoring Agreement, specifically in section C,stipulates our ability to adjust rates in response to taxes and fees. The customer accepted this clause when they signed their contract.
  
  AMP will contact the customer and provide them with a copy of the addendum.

• Initial Complaint

  Date:08/25/2023

  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 called Titanium Alarm Co. to find out my payoff on my contract and they informed me that they no longer handle that and that AMP Security had bought them and they would refer me over to AMP Smart’s loyalty department. When I talked to AMP they informed me that they could put in a new system at no cost to me but it would extend my contract. I informed them that
  Titanium had said that they would pay off my prior contract and did not. I informed him that I paid $1040 on my previous contract and the gentleman informed me that when they took over Titanium that I was basically out of luck because they were the ones that promised to pay off the contract. He said he could fix my cameras and let me finish out my contract and I informed him that it was unacceptable because
  that doesn’t make up for the money I was out. He informed me that the options he laid out was all he could do. I just want AMP Security to reimburse me the money I am out or just let me out of my contract. If Titanium was still around I would be pursuing the resolution from them. But, now that AMP is the new company I feel they should be responsible and should make it right.

  Business Response

  Date: 09/11/2023

  We would like to clarify that AMP did not purchase Titanium
  LLC. Instead, we purchased your security account from Titanium. You can
  consider this as similar to changing services for student loans or home
  mortgages. In other words, your security account has changed servicers.
  
  It is essential to clarify that the customer initiated home
  security services on April 8, 2020. The buyout should ideally have been
  addressed when they initiated services with Titanium in April 2020. As AMP, the new servicing company, we want to emphasize that we cannot assume responsibility
  for verbal commitments made by the previous servicer.
  
  AMP will reach out to the customer to discuss their options
  moving forward.

  Customer Answer

  Date: 09/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have hand written documentation that myself and my wife both witnessed being written by *** ********** the gentleman who came to our door and solicited us to sign up with Titanium and we would not have signed up if he had not guaranteed that our Vivint account would not be paid off. He put it in writing on the above piece of paper. I contacted them on several different occasions about it. 
  
  Sincerely,
  
  
  
  ******* ****** ***

  Business Response

  Date: 09/18/2023

  AMP will reach out to the customer. 

• Initial Complaint

  Date:08/23/2023

  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 wife and I got a alarm system contract with this company around 2014. We changed addresses around 2017 2016. She was given a new five-year contract by switching addresses (by phone). Since around then shes been calling amp smart at least three times trying to cancel the service due to we no longer use it. . Each time Time being told, she would have to pay a penalty to cancel, but not the proper way to cancel, which is apparently just sending an email and tell them you want to cancel at the end of the service agreement. Recently, without notification to us, they auto renewed the security system agreement for five years without notifying us.
  I was just told on the phone by customer service that since the last phone call was by phone and not a paper signature they were reverting back to the 2014 Written contract, and it was only a three year extension of our bill. Absolutely no help other than that and telling me that I need to send an email canceling it at the end of contract in 2026. The whole thing is a scam. Nobody called my wife and left voicemails as I was told.
  The only thing they offered was reduced the bill to 39 a month until I told him I was considering legal action. . At that time They said they would rather not change anything due to possible legal action. The entire situation is a scam. We owe them nothing in equipment since 2014. It’s just a legal way to steal money from people who have no recourse.
  He left the phone for two or three minutes to see what he can do about canceling our account, but came back and said the above. Absolute garbage company I will never do business with them again.
  I was told by customer service that they attempted several times at the end of this last contract to contact my wife by phone and left voicemails. That is an absolute lie and never happened.

  Business Response

  Date: 09/10/2023

  AMP contacted the customer concerning the matter on 8/31/2023. 

• Initial Complaint

  Date:08/22/2023

  Type:Customer Service 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 expired on 7/5/2022. Ive sent letters, emails, and attempted call them to cancel but they will not let me out of this contract. Im 65, on a fixed income and cannot afford $100 a month. This is elder abuse and I have contacted **** of aging.

  Business Response

  Date: 09/01/2023

  It is important for AMP to ensure that customers understand the terms and length of their contracts. To achieve this, customers are required to initial section 3, which clearly outlines the autorenewal terms in bold lettering and states the customer must send in a written notice of cancelation 30 days prior to the end of the term to cancel. Additionally, AMP provides customers with a 3-day right of recession,during which they can raise any questions or complaints. 

• Initial Complaint

  Date:08/15/2023

  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.

  First complaint was Nov 2022...being without service due to faulty equipment and lack of tech support you correct problem...no compensation for lack of service from equipment. More recently no service from same camera for several months and no one has addressed that. I have complained via Titanium as well as Amp Smart. In January I experienced $2000.00 another loss in financial help. I continued to try until now. It's impossible to do so. Amp Smart says they honor dismissal by means of hardships YET they are threatening me by stating that I MUST pay them $1000.00 in order to terminate. Thats contradictory under the term HARDSHIP. If I had a 1000.00 I could keep the service. I see Amp smart is NOT accredited with BBB and had 1.5 of 5 star ratings PLUS a extreme about of complaints along the same circumstances. PLEASE HELP ME!!!

  Business Response

  Date: 08/25/2023

  AMP places a high priority on ensuring customer
  satisfaction by providing effective support. This commitment was evident when
  the customer expressed dissatisfaction on 12/3/2021. To address their concern,
  we scheduled a technician to assess the customer's complaints for 12/15/2023.
  
  However, the customer was insistent on a quicker resolution
  than our scheduled technician visit would allow. In response, one of our
  customer service agents went above and beyond by delivering exceptional
  technical support, leading to the successful resolution of the camera issue on
  12/6/2021.
  
  Regarding the recent camera-related complaint, AMP made
  multiple attempts to contact the customer in regard to the issue. Several
  messages were left with no callback.
  It's also important to highlight that section 11 of the customer's
  contract outlines an early termination fee that applies in case of
  cancellation. Additionally, AMP grants customers a 3-day right of rescission
  during which they can voice any questions or concerns.
  
  AMP aims to dispatch a technician to the customer's
  residence to assess the reported claims and perform any necessary repairs.

  Customer Answer

  Date: 08/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have expressed that along with my financial hardship...they want to CHARGE me for technicians coming to repair equipment that doesn't work.  That's totally ludicrous.  If I had money to pay technicians I'd have money to pay for monitoring.  I've asked that they remove their equipment and that I know longer require they're monitoring services.  Why have a hardship clause...if they can't honor it.

  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 09/08/2023

  AMP will reach out to the customer.

• Initial Complaint

  Date:08/10/2023

  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.

  For the last 4 years, I've had an account ******************** Titanium. During the initial setup, I was supposed to receive 2 cameras as part of our contract and package. During the install, for whatever reason these cameras were never installed. Instead, I bought a couple of cameras (front door and over the garage) from Ring via Amazon and used those for my security. I was advised that they would remove the Titanium promised cameras from my monthly bill. This never happened. For 3 years I called Titanium regarding correcting my bill, but this never happened. Throughout the life of my contract we paid for 2 cameras that were not only never installed, we weren't in possession of them. Eventually, we gave up and decided to research going to with another security monitoring service and recently settled on going with Vivint, which was installed in late June. Yesterday, August 8, 2023, I called AMP Smart - Titanium to cancel my subscription. I spoke to a customer service rep from the loyalty team, and during this call I advised of our reason for terminating service and how we could recoup the services and products that were never received. We were advised that AMP Smart recently (within the last year) purchased Titanium, so he couldn't speak to the previous years. He said that there was nothing that he could do to reimburse us for the money spent throughout the life of the contract, or even the last year since AMP Smart took ownership of Titanium. He then advised that even though we were canceling our service prior to the next month and billing cycle, they still would need to charge a cancellation fee (our contract is month to month) and that we would be charged for the upcoming month, then no more. I paid approximately $25 per month more for these cameras. We would like to be refunded for the services (cameras) we never received. Their customer service in handling this issue was also a bit condescending and rude as well.

  Business Response

  Date: 08/18/2023

  Titanium tried seven times to reach out to the customer for the installation of two additional cameras. However, the customer's availability or response to Titanium's voicemails posed challenges. It's important to note that there were no commitments established for a credit,which the customer acknowledged. To ensure customer satisfaction and achieve a solution, Titanium decreased the Monthly Monitoring Rate (MMR) by $2.

  
  The customer's end-of-term (EOT) date is September 10,2023. As stipulated in section D of the contract, a written notice of cancellation (NOC) must be received 30 days before the EOT.

• Initial Complaint

  Date:08/10/2023

  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 have had a contract with them for 5 years. We were told that our contract ended July 2023. Instead of ending the contract, we decided to keep it until the end of the term. We had called in 2022 and now they are saying we didn't and only inquired about it in 2021 (that's the only record trhey have). In 2022, we were not told it would automatically renew or that we had to have a written notice to cancel. We called today in August to cancel and were told that it automatically renewed for another 5 years. We just want to cancel our contract and be done with them.

  Business Response

  Date: 08/18/2023

  It is important for AMP to ensure that customers understand the terms and length of their contracts. To achieve this, customers are required to initial section D, which clearly outlines the autorenewal terms in bold lettering. It states that the customer must send in notice of cancelation 30 days prior to term end to cancel. Additionally,AMP provides customers with a 3-day right of recession, during which they can raise any questions or complaints.

• Initial Complaint

  Date:08/04/2023

  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.

  Alarm system has not been working for over a year. They recently debited money from my account. Tried to cancel service and was informed I need to pay cancellation fee. According to ampsmart I am on a monthly plan. Service has not worked since may 2022.

  Business Response

  Date: 08/14/2023

  AMP's loyalty department will be in contact with the customer.