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.

close

Find a Location

AMP Security, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/26/2023

  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.

  I signed up with AMP through a door to door sales pitch for a 3 year contract in June of 2020. I wasn’t looking to switch alarm companies but the salesman told me my equipment was out dated and would be non functional and that crime in the area was higher due to the onset of the pandemic so I needed to upgrade with them. I was also told after the 3 year contract, it would be a month to month contract and I could cancel anytime after the 3 year term was up. The salesman also tried to push me into a 5 year contract but I knew we would be potentially looking to move in the next 3-5 years so I declined but not without a fight and more scare tactics. I should have known then this was a red flag along with the fact that the installer was over within an hour installing equipment and did not inform or allow for the 3 day cooling off period but this was at the beginning of the pandemic and there was a lot going on so I brushed it off. I called in August of 2022 to ask about canceling my services/date my contract was up because I was not provided a physical copy of the contract. AMP stated my contract was up June 2023 and was told I needed to call back in June to cancel. I updated my billing information and told them I would call back in June. There was no mention of a deadline in which was needed to cancel and/or that I needed to do so in writing. In June, I call to cancel and am now told I was auto renewed for another 36 months or would have to pay the $1200 early termination. I was not notified and/or communication was not sent that I was being auto renewed and I didn’t receive a new contract with updated terms. Expecting someone to write in to cancel when I was told otherwise from the same company is deceptive. I work at a large financial institution and any company with integrity that cared about its customers ‘security’ would not engage in such deceitful tactics.

  Business Response

  Date: 07/06/2023

  It is not unusual for AMP sales representatives
  to meet individuals with existing home security systems. If an individual is
  changing from their previous alarm company to AMP, they are required to fill
  out an addendum titled “Change of Alarm Company Form”. AMP requires this form
  so that it is perfectly clear that the sales representative was forthright and
  transparent in the sale of the security system. The customer initialed and signed
  this addendum.
  
  The autorenewal clause is
  stipulated on the Monitoring Agreement in section D. It states that the customer
  is required to notify AMP, by postal mail, of their desire to cancel no more
  than 120 days and no less than 60 days prior to the end of term. We also accept
  email as a valid notice of cancellation. The customer initialed section D,
  indicating that they had fully read, understood, and agreed to the terms listed
  therein. The customer failed to notify AMP via the correct procedure or within
  the timeframe allocated.
  
  The cancellation terms were notated in section 11 of the Monitoring
  Agreement. The customer was allocated a 3 day right of rescission from the date
  of the sale. This timeframe provided the customer ample opportunity and time to
  review the document which was signed. It is clear she failed to do so.
  
  AMP will not be cancelling this account without: 1) the termination
  fee being paid or 2) the contract being switched into another qualified person’s
  name.  

  Customer Answer

  Date: 07/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the only reason I agreed to switch was because I was told that my equipment was out dated (which come to find out from *** was not the case). But regardless, when I knew I was getting close to my contract ending, I called YOUR company to find out what I needed to do because I didn’t have a copy of the contract and was told I just needed to call back in June to cancel which is what I did. If I hadn’t called, I would completely understand but I feel this is a deceptive way to trap consumers in the auto renewal cycle by telling them to call to cancel -after- the account has auto renewed. 
  

  I want my contract cancelled without paying a ‘termination fee’ but accept I am powerless in this situation so I would like documentation of the current terms of the agreement and monthly statements made available so I know when and for how much I am being charged.

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

  
  

  Business Response

  Date: 07/17/2023

  AMP will have someone reach out to the customer regarding the matter. 

  Customer Answer

  Date: 07/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: someone did reach out and state that my term was coming up soon and they would like to offer me a free system upgrade. So which is it? If my term is coming up soon, my cancellation should suffice as I have emails stating I would not be auto renewed but yet I am still being charged. I again, declined because I want my service cancelled which I have now communicated to your company at least 10 different times. I tried to be patient, understanding and accommodating but feel as I have no other option but to file a complaint with the Ohio Attorney Generals office, the CFPB and FTC along with my financial institution. 
  
  
  
  Sincerely,
  
  ****** ******
  

  Business Response

  Date: 07/25/2023

  The autorenewal clause is stipulated on the Monitoring Agreement in section D. It states that the customer is required to notify AMP, by postal mail, of their desire to cancel no more than 120 days and no less than 60 days prior to the end of term. We also accept email as a valid notice of cancellation. The customer initialed section D, indicating that they had fully read, understood, and agreed to the terms listed therein. The customer failed to notify AMP via the correct procedure or within the timeframe allocated.

  AMP sent out the customers contract to them via mail and is attaching it here.

  Business Response

  Date: 07/26/2023

  The contract should now be attatched

  Customer Answer

  Date: 07/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was told in August 2022 that all I had to do was call when my contract was up in June 2023 to cancel. I understand that you have now provided me the contract(which I hadn’t received prior), but that doesn’t negate what YOUR company told me to do. In addition, I was provided email confirmation(see attached) stating I would not be renewed at the end of the term. I then have additional communication after the confirmation of being cancelled (see attached) offering to upgrade due to my term coming to an end. The confirmation from YOUR company stating I would not be auto renewed should suffice but yet I am still being charged. If I sign a new contract for updated equipment/services, wouldn’t the 3 day cancellation apply as part of the new terms? We can go that route and waste everyone’s time. I have never dealt with a more deceitful company and at this point I want my cancellation expedited without any cancellation fees. 
  
  
  
  Sincerely,
  
  ****** ******
  

• Initial Complaint

  Date:06/20/2023

  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 seen worst service in my life. They locked me in a 5 year contract by year 3 the system stopped working and when I called they said they could not service it unless I renewed my contract for another 5 years. I did not want to renew so I paid for 2 years for a system that did not work. In May 2023 my contract ended and I called **** 3 to cancel my account and they are charging me for **** again for a system that does not work. I was unable to pay until today **** 20 and when I called they are now trying to charge me for July again for a system that has not worked for two years. **************** was not able to explain to me why I have to pay for July they said a manager would call me, but at this point I am unsure if I will be getting a call back. If you are considering a security system DO NOT use AMP Smart/Titanium

  Business Response

  Date: 06/26/2023

  AMP Smart and Titanium LLC are not affiliated. AMP purchased the customer's account from Titanium in December of 2022.The customer requested cancellation but the account had an accruing balance. To fully cancel the account, she was required to resolve the balance. As of 6/23, the account has been terminated and the balance was paid. 

• Initial Complaint

  Date:06/18/2023

  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.

  We bought a home security system in 2019 with a 3 yr contract. We moved in 2020 & they would not let us out of the contract or even buy ourselves out of the contract. I filled a end of contract anyway so that I could end our contract when the 3 yrs were up. 3 yrs was up in Feb 2022 however they did not honor my cancelation and continued to keep taking money every month. I was unaware of this until may ****************************************** the hospital & dealing with all the sick patients with covid & the company changed their name. I called in May & after spending close to an hr on the phone they did eventually find my letter of cancelation & said I would no longer continueed to be charged. I asked for a refund for the yr & a half they had continued to charge me but i was told they had to look into that & wouldn't give me an answer. I was told to call back in 30 days regarding the refund. I have not called yet as it has not been 30 days However, looking at my June **** statement I have again been charged. I need help getting this company to stop charging me every month & to honor my *********************

  Business Response

  Date: 06/26/2023

  Our customer service will be in contact with this customer regarding the matter. 

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20204001
  
  I am rejecting this response because: I had to call them to find out my subscription was canceled as of a few days ago. I let the agent know that It was supposed to be canceled back in Feb 2022 and someone was going to call me back to notify me that it was indeed canceled and discuss a refund, but nobody called me back when I called in May 2023. They only response the agent would give me is that it's canceled as of a few days ago and did not address my comment about being canceled in Feb 2022. I then asked to speak with a supervisor and when asked why I told the agent because he was not addressing my needs for a refund and is not giving me information on why it didn't get canceled in Feb 2022 or May 2023 (when I called to inquire about the charges) but only a few days ago when the payment had gone through for another month. He then put me on hold for 4 minutes and when he came back he said he was doing more research into my account and to continue to hold. This happened several times with long wait times. The agent then told me that he had to continue looking into my account and would call me back. I have yet to hear from them. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/05/2023

  AMP contacted the customer via phone on 6/27/2023 to notify her of the cancellation. There was no answer and a message was left. A cancellation letter was sent via **** on 6/26/2023. AMP will not be refunding any monies to the customer. 

• Initial Complaint

  Date:06/13/2023

  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.

  STAY AWAY FROM THIS COMPANY AT ALL COST. I signed a 5 yr contract 1/5/2018. After experiencing a horrible service (Doorbell camera was never installed in 5YRS) not to mention the false alarms. Finally reaching my contract terms I sent a certified letter stating I would like to cancel my account on 12/2022. Heard nothing in response. In February of 2023 I received past due bills. After many attempts to contact customer service I was informed I had a year remaining. I then ask them to sent proof, at that point they sent a FRAUDULENT CONTRACT(the yellow one included) I then emailed "customer service " with the true contract (the pink one included) I never received a call or email regarding this act of fraud. I do still get calls demanding payment. To this point I still haven't heard an explanation. Just to wrap this up. DO NOT DO BUSINESS WITH AMP SMART.
  All I'm asking is for them to honor the cancelation and refrain from contacting me.

  Business Response

  Date: 06/23/2023

  AMP Smart ("AMP") has recently taken over some of the security accounts previously managed by ******** *** ************* It's important to clarify that AMP didn't purchase ******** itself. Similar to how mortgages or student loans can be transferred to different loan providers for servicing, the customer's account has now been acquired by AMP.
  
  As per the Monitoring Agreement ("MA") signed in January 2019, the customer remains responsible for their services until they notify AMP of their desire to cancel at the end of their initial term, in accordance with the provisions outlined in the MA.
  
  Currently, the customer's account has an outstanding balance, and if it is not settled, their account may be transferred to a third-party collections agency.

  AMP has been actively attempting to resolve any outstanding issues with the client and will continue its efforts to assist in the best possible way.

  Business Response

  Date: 06/27/2023

  While AMP understands the customers frustrations we disagrees with the customer's rejection as the contract they provided appears altered. AMP's records indicate that the Monitoring Agreement (MA) was signed in January 2019, which aligns with the information we have on file. If the customer would like to obtain a statement from their bank with a payment history to ******** and AMP, AMP would be willing review the claim further.

  Customer Answer

  Date: 06/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: First of all, it was deducted from a credit card and not a bank account. Second of all, your contract isn't even my signature. If you think I'm gonna provide my financial information to your fraudulent company. I have all my paperwork in order. Keep harassing me and I'll see you in court
  
  
  
  Sincerely,
  
  
  
  Daniel R******

• Initial Complaint

  Date:06/07/2023

  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.

  BUYER BEWARE!!I have have had service with this company for about 4 1/2 years. About 6 months ago my system stopped working. I phoned this company, asking for a technician, agreeing to pay their $35 fee to have someone come out and reset my alarm and cameras.They scheduled an appointment then cancelled about 4 times . For a month I had no service due to their technician failing to show up. I finally received a visit from one of their techs after I threatened to cancel my service. I then talked with their customer service department asking for there to be no charge for the month my system was down. They did credit me the charge for the technician, but nothing else. For the last 6 months I have been talking with their customer service trying to get this resolved. For the last 6 months I have asked to speak with a manager. For the last 6 months I have been told "a ticket has been opened and I will received a phone call within 3 business days from a manager/supervisor. For the last 6 months I have not received a call from anyone with the authority to resolve my issue.I told them I would catch up my account as soon as I was able to speak to a manager and get this resolved, which I still will.Their action to resolve this issue is to refer me to collections with a letter that states I owe almost $3000. I actually owe under $400. The letter is addressed to me, but the salutation is to someone else.Buyer BEWARE!

  Business Response

  Date: 06/16/2023

  AMP Smart (AMP) acknowledges receipt of your complaint and appreciates the opportunity to address your concerns. Upon thorough examination of the customer account and contracts, AMP would like to provide clarification regarding the actions taken to resolve the issues raised in your complaint.

  
  According to the customer's report, their garage camera experienced malfunctions on December 19, 2022. Initially, a technician was scheduled to service the camera on December 21, 2022. However, due to the technician's severe illness, the appointment had to be rescheduled to January 13, 2023. Unfortunately, the technician was still unwell on January 13, resulting in another rescheduling to January 25, 2023. Finally, on January 25, 2023, the technician successfully reconnected the driveway camera and conducted a comprehensive system check,confirming that everything was functioning correctly as per the customer's request.

  
  On February 10, 2023, the customer contacted us and requested compensation for the system's non-functionality during December 2022. However, after reviewing the security features of the account, such as the ********************** panel, fire alarms,carbon monoxide sensors, and door/window sensors, no issues were reported on Alarm.com. As a result, the customer was deemed ineligible for compensation.Nevertheless, AMP, as a gesture of goodwill, waived the trip fee for the technician's visit to address the smart home feature of the outdoor camera,considering the technician's illness and missed appointments.

  
  Regrettably,we must address the matter of the customer's account being six months past due,as outlined in the Monitoring Agreement. Section 11 of the agreement, which the customer signed, clearly states If We terminate this Monitoring Agreement for non payment or other default by You, You agree to pay: (i) all amounts previously due, (ii) the termination fee referenced above, and (iii) Our actual cost of collection, including attorneys fees, if this matter is referred to collection to the extent permitted by law.

  
  If you have any further questions or require additional assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20158235
  
  I am rejecting this response because:
  Although you note different dates than I, the time span is still the same.  

  Both my door and garage monitoring were down not just my garage.  And were down for more than a month, per your response.

  I have talked and talked to your customer service reps regarding this and over and over again asked to speak to a manager with NO RESPONSE!!!  Over and over again I was told I would hear from someone within 3 business days and over and over again I received no response.

  I was told several different versions of why you tech cancelled.  First he was ill, then he was over-booked, and then he had left the country.  And that there is only one tech for my area clear through *********.  

  I am simply asking for a one month credit for the time I reported this til the time a tech actually appeared...only after I threatened to cancel did he show

  I would appreciate a phone call from someone of authority regarding this awful customer service and response.

  I would appreciate a call from someone in authority who can discuss this with me!!!

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

  Business Response

  Date: 06/26/2023

  Our manager over the ****************** will be reaching out to the customer. 

• Initial Complaint

  Date:05/26/2023

  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.

  they keep taking money from my account even though i have cancelled service two times now. I never signed a contract with this AMP Smart solar company.

  Business Response

  Date: 06/05/2023

  Thank you for reaching out to us regarding your concerns. We understand that the customer has raised an issue regarding the cancellation of their Monitoring Agreement ("**"). According to the MA, customers have a three-day window from the date of the transaction to cancel without any penalty or obligation.
  
  In the customer's case, the contract was signed and dated on September 11, 2020. However, on September 16, 2020, Titanium received notice of cancellation from the customer. During a recorded phone call, it was agreed upon by both parties that the cancellation request would be withdrawn.This decision was made as a result of Titaniums commitment to address the customer's concerns by scheduling a technician to assess and make necessary repairs on October 12, 2020. Additionally, Titanium proposed other remedies out of goodwill which the customer accepted.
  
  Due to the withdrawal of the customer's cancellation request, the agreement remains in effect, and the customer is responsible for the financial obligations associated with their security system and service. It is important to note that in late December, AMP Smart acquired the customer's ********************** contract from Titanium LLC.
  
  We value the customer's satisfaction and want to ensure that their concerns are addressed.If the customer has any further questions or requires assistance, please don't hesitate to contact us. Our team is ready to assist and provide the necessary support to resolve any outstanding issues.

• Initial Complaint

  Date:05/19/2023

  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 have had nothing but issues with the alarm system for the last few years. I call and let them know what the issue is and they always want to send a technician and charge me for them to come out when it is their device that malfunctioned and I already pay them a monthly fee. What sent me over the edge this time is I called in April to let them know that our keypad deadbolt no longer works and we had already did all of the trouble shooting there was. Instead of offering to send us a new one I was told that there were no issues showing on his end and a technician would have to come out and I would be charged a fee. I told the representative that I wanted to cancel my service and he told me that he would have someone contact me from the loyalty department and they would try to convince me to stay. I never received a call. I called today, 5/19/2023, and spoke to ***, employee ID ******, and was told my contract was automatically renewed until 6/7/2024 because they did not receive a written request for cancellation. She also proceeded to tell me that they emailed me and tried calling twice. I advised that my emails are not coming through and I had not received any calls. She said that wasnt there problem and now Im locked in to a contract until 6/7/2024 regardless. She was very abrupt and rude. I requested to speak to a manager and she would not allow me to and kept repeating herself. I finally asked her if she was refusing to transfer me to a manager and asked for the complaints department. She said no one would tell me differently from what she was advising. When I told her I would be contacting the BBB, she finally said she would send a case to a manager to contact me but they would not assist me. She was rude, argumentative, and unwilling to assist me which is poor customer service.

  Business Response

  Date: 05/30/2023

  AMP appreciates the opportunity to address your concerns.
  
  Regarding the issues you mentioned with your alarm system, please note that as a courtesy, we offer technical support to assist customers with troubleshooting their devices. However, if a technician visit is required to assess the problem, a trip fee is applicable. This fee covers the costs associated with dispatching our technicians and ensuring a thorough evaluation of the situation.
  
  In regard to your specific concern about the malfunctioning keypad deadbolt, our records indicate that when you contacted us in April, our representative informed you that there were no issues showing on our end. To properly diagnose the problem, it was necessary to have a technician visit your location. **************'s assessment is crucial in determining the cause of the malfunction.
  
  Regarding the renewal of your contract, we would like to draw your attention to section D of the signed Monitoring Agreement, which clearly outlines the automatic renewal policy. It is stated that in order to cancel the service, a written request must be received 30 days prior to the contract's expiration. It is the customer's responsibility to ensure that their contact information is up to date and that they receive important communications from us.
  
  We acknowledge your request to speak with a manager,and we have initiated a case for a manager to contact you to discuss your situation further.
  
  We appreciate your feedback and will take it into consideration as we strive to improve our services. If you have any further questions or concerns, please feel free to contact us directly.

  Thank you for choosing AMP Smart. 

• Initial Complaint

  Date:05/17/2023

  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 to cancel the security system because we were moving to a facility that had there own system.they told me I had signed a paper in 2022 to extend the service.my husband didnt sign any papers.In July2017 we signed papers for service for60months.they informed me We had a cancelation charge of $1850. we fulfilled our obligations on the original contract.We moved to a facility that has their own.We are for canceling without being penalized. We want a zero balance from the company.

  Business Response

  Date: 05/26/2023

  Thank you for reaching out to AMP Smart regarding your experience. We appreciate the opportunity to respond and address the issues raised.
  
  In order to ensure that our customers have a clear understanding of the terms and conditions associated with our services, we provide a Monitoring Agreement. This agreement contains comprehensive information regarding our cancellation policies, which are specifically outlined in sections D and 11. Section D covers the term and auto-renewal terms, while section 11 addresses early termination. By initialing section D and signing the agreement, customers indicate their understanding and agreement with the stated terms and conditions.
  
  Regarding the continuation of terms, on May 21, 2021, the customer signed an agreement to extend the length of their term in order to receive a panel upgrade.
  
  At AMP, we strive to provide exceptional customer care, and we train our agents accordingly. Your feedback is highly valued, and we will be reaching out to the customer to assess potential solutions.
  
  Thank you for choosing AMP Smart.

• Initial Complaint

  Date:05/16/2023

  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.

  AMP Security,The company does not have a cancellation policy in place. Once you agree to do business with them, you are stuck. I sold my house, moved overseas, and could no longer use the equipment. This was in February of 2023, and it is now May 2023. They are still trying to collect the monthly service charge when the system is pulled from the wall. The cameras were brought down since the new owners refused to keep the service, stating they were one of the worse companies for security. They were not wrong. The service was always choppy while in use for almost three years. I called their support team various times. Their customer service is also terrible and not helpful, even condescending.

  Business Response

  Date: 05/26/2023

  We appreciate your contact with AMP Smart regarding your recent experience. We value the opportunity to address the concerns raised and provide a response.
  
  To ensure that our customers have a clear understanding of the terms and conditions associated with our services, we provide them with a Monitoring Agreement. This agreement includes detailed information about cancellation policies, which are specifically outlined in sections D and 11. Section D covers the term and auto-renewal terms, while section 11 addresses early termination. By initialing section D and signing the agreement, the customer indicates their understanding and agreement with the terms and conditions stated.
  
  Regarding service quality, AMP is committed to delivering top-notch technical support to address any issues that consumers may encounter with their systems. We apologize for any inconvenience caused by the choppy service experienced during your time with us. We have documented one reported instance where you reached out to our customer service for support regarding this issue.
  
  At AMP, we train our agents to provide world-class customer care. Your feedback is highly valued, and we will be contacting the customer to evaluate potential solutions.
  
  Thank you for choosing AMP Smart.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20066140
  
  I am rejecting this response because:
  The company has not stopped trying to charge my bank account for a service they are no longer providing . Services are no longer being rendered and their response when talking to their agents was " I already to you and there is nothing else to say". I can understand paying the $1500 for the equipment but you are trying to pull a monthly fee of $75 for what? The monitoring services stopped in late February when my house was sold. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/30/2023

  On a quality assurance call on 5/6/2020, when asked,"I see that ******* set you up on a 60-month agreement. Is that correct?" the customer said, "Yes." As was previously stated by AMP, the customer initialed section D indicating that they understood and agreed to the terms. Therefore, the response remains unchanged.

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20066140
  
  I am rejecting this response because:

  The business is charging for a service they are no longer providing as stated multiple times they are charging to "monitor" a property that I no longer own and all equipment has been taken down, I am 100% sure this company will then rack up the charges and try to send it to collections when they have been advised for months that the services are no longer being used what are they monitoring? I strongly think this company should disclose this when their sales agents go door to door.Tell your potential customers they will not be able to buy out their contract or cancel even if they sell their home. Their sales men walk door to door in my experience in a military town where selling your home and moving is very common. As I stated before I could understand paying for their low quality equipment but not the monthly services that are no longer being rendered. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/10/2023

  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.

  I purchased services through AMP Smart Security 9/21/2021. I began experiencing issues with my front doorbell camera on 5/1/2023 and I made contact with the company on 5/1/2023 to where they had me do multiple reboots and tech work and the camera still would not work.. They scheduled an appt. for a tech to come to my home on 5/9/2023 between 10:00 am-2:00 pm to which I was charged $25. The tech arrived and could not get the doorbell camera fixed so it was replaced with another one and the tech advised it was fixed. Later that evening I discovered it was not working and attempted to reconnect it to the internet. I called tech support back on 5/9/2023 at 5:06 pm and talked with a tech support person who I was on the phone with for 45 minutes trying to get the camera reset and connected with no luck. I had to demand finally another tech be sent at no charge because the phone tech did not know how to fix the issue. The 2nd tech showed up on 5/10/23 around 1:30 pm and re-established a connect for my doorbell and backyard camera. We both activated the doorbell and it worked fine. 2 hrs later the doorbell is no longer working. I called tech again to get the same person who wanted to completed the same restart **************** again to which I declined because he could not solve it the day before. I also requested to speak with a Supervisor to escalate the incompetence of this tech support person and they repeatedly questioned me on why I needed to speak with a supervisor as it was obvious he did not want me to speak with me. I was then put on hold for an extended time and was not connected to a supervisor for assistance. I finally reached out to ************ who is going to have another tech come out and install an extender which I am not satisfied with as I am paying $73ish dollars a month for a service that is not working for me. This company and their tactics are horrible.

  Business Response

  Date: 05/23/2023

  We appreciate you taking the time to share your concerns with us regarding the services provided by AMP Smart. Our primary goal is to ensure the complete satisfaction and peace of mind of our valued customers.

  At AMP Smart, we understand that a reliable and efficient security system is crucial for your safety and protection. To address any issues that *** arise, we have a team of trained customer service agents available to assist you. These professionals are equipped with the necessary expertise to troubleshoot and resolve any concerns you *** have with your security system. This service is provided as a complimentary offering, as we believe in providing comprehensive support to ensure the smooth functioning of your system.

  In addition, if you require further assistance or would prefer a technician to assess your security equipment in person, we offer on-site visits for a nominal fee. This fee covers the cost of dispatching a qualified technician to your premises to thoroughly evaluate the situation and provide personalized solutions based on your specific needs.

  We value your trust in AMP Smart and want to assure you that we are committed to resolving any issues you *** have encountered. Our customer service team is available to answer any questions or provide further assistance you *** need and will be in contact with you about the matter.

  Once again, we appreciate your feedback and the opportunity to address your concerns. We remain dedicated to delivering the highest level of service and ensuring your satisfaction as an AMP Smart customer.

  
  Thank you for choosing AMP Smart.