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:05/04/2023

  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 first began using AMP Smart when a door to door rep came to our home selling services. We have a door lock, doorbell camera, outdoor camera, door sensors, fire alarm, and garage opener. We have had issues with the cameras and garage opener shortly after installation. Each time a call was made, it would either be nothing was fixed, or we will look in to it and call you back. A technician was sent out once to replace batteries and reconnect the devices. Within a few weeks, cameras were disconnecting and the garage opener almost never worked. After dealing with this for 34 months, we have had enough of paying for security for our home and it not working. We called on 5/2/23 to cancel our services. My husband spoke with customer service and they said they would call me the next day. I sent an email on 5/2/23 to AMP to verify we want to cancel services. They never called on 5/3/23. I called on 5/4, left a voicemail. Called again later in the day and was brought to my attention that we were indeed under an agreement with them for 60 months. To cancel we have to pay them $1,850.00. I was told there is no other solution. We were not under the understanding that we were stuck with this junk equipment for 60 months. Again, we have been paying for this security that DOES NOT WORK. And they will not allow us to get out without making that payment. We have their equipment that is ready to be picked up or sent back. This has been a horrible experience and their lack of timely response is unprofessional. This company is a fraud in my opinion.

  Business Response

  Date: 05/12/2023

  Thank you for bringing your concerns to our attention regarding the renewal of your Monitoring Agreement with AMP.

  As outlined in section D of the Monitoring Agreement the customer signed with AMP, the term length and auto-renewal clauses are clearly specified to ensure our customers' complete understanding of these terms. The customer initialed this section, indicating that they understood. Additionally, AMP provides a 3-day grace ****** to enable customers to review the agreement and reach out to ** with any questions or concerns they may have. The customer did not contact ** during this grace ******, and as such, the contract was set for a 60-month term.

  AMPs terms and policies are put in place to ensure a consistent and reliable service for all our customers.

  In the interest of maintaining good customer relations, we are willing to work with the customer to ensure that their equipment is functioning correctly.

  If the customer has any further questions or concerns,we encourage them to reach out to **, and we will be more than happy to assist them.

• Initial Complaint

  Date:04/26/2023

  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 sold my house in June of 2022 and paused service with amp smart at that time. I closed on my new house in august 2022. I have requested amp smart come to my new house multiple times to install the equipment. I was given one day of the week in a 4 hour time frame the times or date did not work for my work schedule. I requested a different day, I was told I would hear back from the tech. It would take weeks before I got a call. I have tried continuously since moving in my new home to have this resolved. I was placed on a payment pause until I got the equipment reinstalled. I found out today that I have been sent to collections due to none payment. I have called twice today to speak to someone about it and I have not heard back.

  Business Response

  Date: 05/05/2023

  AMP Smart has no record of a freeze on the customer account and has documented multiple attempts to contact the costumer regarding their outstanding balance on their account. 

• Initial Complaint

  Date:04/24/2023

  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 5-year contract with AMP Smart has ended as of 03/31/2023 and I am seeking to end services with AMP Smart. I contacted customer services to complete this request and I have been told I was rolled into another 1 year contract and that If I cancel I will have to pay a early termination fee. I was never notified of this renewal, I do not consent to another contract with AMP Smart and I have never been informed of any terms of this new contract (they don't send me monthly statements either so I was unaware of this practice on their part). I want my services with AMP Smart cancelled with no early termination fee; i waited my 5 years with this terrible company and I want to be rid of them. Thank you.

  Business Response

  Date: 05/04/2023

  Term length, and the auto-renewal clause, are listed in section D of the Monitoring Agreement. This section requires initials from a customer to guarantee that they fully understood the contract length and auto-renewal terms. The customer initialed this section of the contract. Additionally, AMP allocates a standard 3-day right of rescission in its contracts. This grace ****** allows opportunity for the customer to review their agreement and contact AMP with any questions or concerns. The 3-day grace ****** also allows the ability to cancel with no penalty/termination fee. The customer did not contact AMP within that timeframe.

  AMP did not receive a formal cancellation notice within the timeframe that is stipulated in section D. The contract renewed on 3/29/2023 and AMP received a Notice of Cancellation on 4/12/2023. AMP requires formal notice to be provided no later than 1 month (30 days) prior to the renewal date. 

  
  

  Customer Answer

  Date: 05/04/2023

  
  Complaint: 19976488
  
  I am rejecting this response because:
  The initial contract term was 5 years and the terms of the auto-renewal were not expressly highlighted at initial signing. The auto-renewal of a contract without providing notice/reminder of auto-renewal is a predatory practice that is banned in many states within ******** (e.g. **********, ********, ********, and ********) as it takes advantage of the customer's lack of awareness or forgetfulness. This lack of transparency and communication also takes away the customer's ability to make an informed decision about whether they want to continue using the service.
  
  On that note, AMP Smart does not provide me monthly billing statements or communication of any kind regarding my account; they simply take funds from me monthly while providing little to nothing as a service. Their techs make false promises and their equipment does not work. When an event occurs (like a fire alarm) they attempt contact hours after to alert customers of said event - in a real fire my property would have been gone.
  I am beyond unhappy with my experience with the services of AMP Smart and my experience with the auto-renewal. I waited patiently for the 5 year term to end and reached out once I was able (I was overseas in the month of March). I would like my services cancelled at no cost to me.
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 05/11/2023

  AMP would like to investigate this matter further to ensure that the customers system is functioning correctly, and we will be in contact about what measure can be taken to assure that their system is functioning properly. 

  As was previously stated AMP the customer-initiated section D indicating that they understood and agreed to the terms. Therefore, the response remains unchanged.

  Customer Answer

  Date: 05/12/2023

  
  Complaint: 19976488
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept that I am powerless in this situation to change anything. So, rather than continue to build frustration, I will accept their response if the following conditions are met:
  - They provide me with documentation as to the current term of my agreement
  - They send me monthly statements or make my billing statements available on their website so I know when/how much I am being charged.
  - They document that at the end of my current agreement that I do NOT want an auto-renewal.  
  Sincerely,
  
  ***********************
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 05/12/2023

  A representative from AMP will be in contact with you regarding your requests.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 19976488
  
  I am rejecting this response because:

  AMP SMART representatives contacted me via email and phone. I responded via email as I am in meetings from 8AM to 5 PM ** Time (Currently PT) but they informed me they are unable (unwilling?) to address my questions via email due to privacy concerns. The email response informed me that the "customer service team is open Monday through Saturday from 7am-7pm MST. [and i] can reach [them] at ************."

  I made some time today, 05/19/2023, and called around 4 PM PT to address the concerns with my equipment and obtain information on the renewal. The customer service representative informed me he is unable to address my questions pertaining to my renewal (length of term and whether auto-renewal is turned off). As AMP Smart does not provide billing or account statements of any kind and their website shows no billing history or account statements as part of my account, I am blind as to the terms of my auto-renewal that they forced me into. I would like to understand for how long I am burdened with their services, the terms of my renewal, and I would like services NOT auto-renewed in the future.

  They did connect me with a tech support agent who assisted me in re-adding the camera to the AMP Smart system - so kudos to that agent and their assistance. Connections to the camera take about 15 seconds to 1 minute for a video feed to appear and do not always capture people approaching despite motion detection being turned on. So I am still unhappy with the camera but I do not think anything can be done to magically make the equipment not garbage.

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

  Business Response

  Date: 05/23/2023

  As mentioned earlier, it is important to note that the customer provided their initials in section D, demonstrating their understanding and agreement to the stated terms. Consequently, our response remains unaltered.

• Initial Complaint

  Date:04/06/2023

  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 was locked into a 60mon/5yr contract with AMP Smart for a home security system that began back in July 2017. The company service was adequate, it was my first owning a home and the first time getting monitoring. A door to door salesperson happened to pitched me at I time that was convenient for me, so I signed up. Fast forward to the present, that respective contract with them expired last summer in 2022.
  
  This year I decided to go with ADT for many reasons. I have already had my AMP equipment uninstalled by the ADT tech and had the ADT equipment installed and the new system has been activated. So I contacted AMP in order to cancel my services, the day after I began a new contract with ADT. The CS rep tells me they need to send me to the "Loyalty" department (which is typically the team that tries to retain current customers) but they aren't open. So I send an email requesting cancellation, per their suggestion.
  
  Today, April 6, 2023, I received a call from AMP Smart from said loyalty department, telling me that in their contract it states you have to give them a 30 day notice before a contract is up or you're renewed automatically. I certainly didn't receive a renewal notice. No communication whatsoever.
  
  Frankly, I am not going to continue to do business with a company that conducts deceptive business practices. As a consumer, I can choose to do business with whomever I please. I am seeking a cancellation services of my automatic payment from bank account and simply want to cut ties with this company. And if I cannot find a resolution with AMP, my next course of action will be to contact an attorney and go through the court system.

  Business Response

  Date: 04/17/2023

  AMP Smart would like to remind the customer of the terms of their Monitoring
  Agreement, including the autorenewal clause that is clearly stated in the
  agreement signed with AMP. Section D of the agreement states, “THIS AGREEMENT
  WILL AUTOMATICALLY RENEW FOR ADDITIONAL TERMS EACH OF WHICH WILL BE THE SAME
  LENGTH AS THE INITIAL TERM, UNLESS WE RECEIVE A WRITTEN NOTICE OF CANCELLATION
  FROM YOU […] AT LEAST 30 DAYS PRIOR TO THE END OF THE TERM.” AMP has the
  customer initial this section to ensure they understand the terms and
  conditions of the autorenewal. The customer initialed.

  
  We understand that the customer has already switched to ADT and uninstalled
  their AMP equipment. However, we would like to remind the customer that their
  contract with AMP is still in effect until the end of its term, and AMP will
  provide monitoring services during that time.

  
  Regarding the notice of cancellation, our records show that we did not
  receive any request from the customer on April 5, 2023. As per the terms of
  your contract, we require 30 days’ notice prior to the end of the contract to
  cancel services and prevent autorenewal. Therefore, your contract was renewed
  automatically, as stated in the agreement.

  Customer Answer

  Date: 04/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Amp Smart did not provide this cancellation opportunity to fulfill this 30 day obligation because you simply did not communicate that the agreement was coming to an end. It is unreasonable to ask a customer to know exactly when a 5 year term ends, without any notification. For example, rental properties send a lease renewal. Furthermore, after speaking with other companies in the same field, this auto renewal is not an industry standard. So again this is a deceptive business practice. 

  Because your company did not provide a resolution, I will be filing an FTC complaint and speaking with an attorney. I have already stopped payment on my bank account and I will not continue paying for your services, involuntarily.

  Thank you for a poor customer experience. I made the right decision to go with another company for my security needs and peace of mind. I will be sure to share my poor experience with my own clients, friends, and family so that they may spare themselves the disappointment.

   

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

• Initial Complaint

  Date:03/20/2023

  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 their security system in less than a year multiple problems, our cameras stoped working we have called and called starting may 6 to present to schedule a technician to come out and fix them. We have already paid the fee for the technician but we cant get them to call us back to even schedule a day to come and look at them.

  Business Response

  Date: 03/29/2023

  AMP Smart disagrees with the claims made in the customer's complaint. AMP has been responsive and transparent in our communication with the customer regarding their camera issues. Our records indicate that we have provided the customer with a scheduled day and time for a technician to address the problem.

  
  AMP will be in contact with the customer about further updates.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19623231
  
  I am rejecting this response because: the company made a schedule date for a technician to come out, the day he was supposed to come out they canceled it with no future dates scheduled. Second we filed the complaint may 6 to present and every contact we had was from us reaching out the the company to try and schedule a date. They have not reached out to us to schedule a date. Every week we call we get our scheduling department will contact you in 2-3 business days and they never do!
  
  Sincerely,
  
  ***

  Business Response

  Date: 04/05/2023

  Scheduling a service for rural areas is often delayed because of longer drive times and the limited availability of technicians in the clients' area. Regrettably, due to unforeseen circumstances, the original scheduled appointment had to be rescheduled. AMP Smart promptly notified the customer, 4/4/2023, of the next available date for a service appointment, which is on 4/12/2023, when a technician will come and assess their system. 

• Initial Complaint

  Date:02/27/2023

  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.

  Purchased and installed on 5/20/22 and have had nothing but problems since. When I was speaking to the sales rep, I confirmed that we could cancel in, for example, a year if we needed to. He confirmed we could, and advised we could also transfer the service to a new location. Since this point, the system has not worked as advertised. Window sensors don't work on our windows because they open from both sides, doorbell doesn't ring on the inside and won't load on the phone until the person is already gone (despite the rep running a eifi check and confirming its more then sufficient for it), thermostat stops communicating with our system 10% of the time, and front door lock jams consistently. Try contacting our rep multiple times from 1/23/23 onwards. Kept getting the run around telling us we would be contacted to schedule, but had no contact. Finally called to cancel today (2/27/23) and was informed I could not due to the contract being 5 yrs. Apparently I agreed to this on the phone despite my sales rep clarrifying and confirming I could cancel at anytime. The bait and switch tactics, misinformation, and inadequate falsely advertized system is appalling and I simply want to cease all business with this company.

  Business Response

  Date: 03/09/2023

  AMP disagrees with the allegations the customer has stated in the complaint.
  
  Term length,and the auto-renewal clause, are listed in section D of the Monitoring Agreement. This section requires initials from a customer to guarantee that they fully understood the contract length and auto-renewal terms. The customer initialed this section of the contract. 
  
  In addition to the legally-binding agreement that the customer signed and initialed, AMP conducts a recorded quality assurance phone call on the day of the sale. When asked if they understood that the sales rep had set them up on a 60-month term length, the customer stated, correct.
  
  AMP allocates a standard 3-day right of rescission in its contracts. This grace ****** allows opportunity for the customer to review their agreement and contact AMP with any questions or concerns. The 3-day grace ****** also allows the ability to cancel with no penalty/termination fee. The customer did not contact AMP within that timeframe.
  
  AMP first heard of the alleged equipment issues on 2/27/2023. The customer is responsible for contacting AMPs customer service department when experiencing any issues with their system. Since being notified of the equipment issues, a technician has been out to fix the alleged issues, and, as a courtesy, the trip fee of $35 was waived.
  
  

• Initial Complaint

  Date:02/22/2023

  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.

  Approximately 6 (early ****) years ago I signed up with this company for security cameras and alarm. The contract was for 1 year. For the last year I have been trying to cancel them via phone. On February 1, 2023 I finally received a confirmation email that they would not auto renew at the end of its term, the end of the term was 4-5 years ago. On February 21, 2023, they still took the monthly payment of $151.23. They have clearly not stopped the automatic payment. I even contacted my bank to stop payment to them however they were still able to withdraw the funds. I cannot figure out how to upload the confirmation email but I do have it if someone can call me if it is needed, then I can forward via email.

  Business Response

  Date: 03/03/2023

  This customer originally signed up with Titanium LLC in 2018. AMP Smart acquired the security account in January 2023.AMP Smart is not culpable or responsible for any communication between Titanium LLC and the consumer prior to the purchase.
  
  Additionally, on the Alarm Monitoring Agreement, in section 3, it stipulates that the contract will automatically renew month to month unless a notice of cancellation is received. This notice must include the customers signature, name, address, and account number 30 days prior to the contract end date. Titanium reminded the customer of this process on 8/11/2021. AMP received the customers notice on 2/1/2023. The end-of-term was 2/23/2023.  Due to not receiving a cancellation notice within the required timeframe, the account is set to be canceled on 3/23/2023.No further payments will be processed after that date.

• Initial Complaint

  Date:01/16/2023

  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.

  This company automatically renewed my 60-month contract without any notice, nor did they provide any information in regards to my contract ending or send a copy of the new contract. The installation/original contract date is 5/30/2017. I called them on 1/9/2023 requesting to cancel my subscription with them. They called back on 1/12/2023 stating that I was under a new 60-month contract. They have continually changed my monthly pricing without notice. I asked for a fair way to rectify the situation and they wanted me to pay an ~$1800 buyout, which I adamantly refused. I requested a 30-day notice of cancellation which they refused to take over the phone. Their business practices have been continually deceptive. Overall this company has been terrible to work with over the past 5+ years and their customer service is normally not very helpful.

  Business Response

  Date: 01/24/2023

  Renewal terms are listed in section D, which requires initials by a customer, to ensure that they understood the contract length and auto renewal terms stated within that clause. The customer initialed. 
  

  AMP provides the customer the standard ***** right of rescission, which allows ample opportunity for the customer to review their contracts and contact us with any questions or concerns. The 3-day grace ****** also allows cancellation with no penalty/termination fee. The customer did not contact us during that timeframe.
  

  Regarding the price increase,AMP has had to raise its rates in the past year due to inflation and the economy changes in our country. AMP is experiencing rate increases from our vendors and partners. Monitoring, equipment, insurance, credit card processing,all operations, etc have raised their rates. AMP has minimally raised our customers rates. Please review section C:3 of the Monitoring Agreement. 

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18822308
  
  I am rejecting this response because:

  Overall this is a poor business practice. I would like to know the percentage of customers signing a 60-month contract that recall their expiration date with no communication from AMP Smart that utilize the 3-day rescission period versus trying to cancel outside of that three-day period. Looking back at my communications with AMP Smart, I have no emails, phone calls, or mailings from them regarding the contract expiring. A company with good customer service practices would reach out to make sure that the customer is happy with the system, the system is working properly, and what other products/services they have available. Instead, this company relies on fine printed details to keep customers. 
  
  

• Initial Complaint

  Date:01/11/2023

  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.

  My husband ********************* and I began doing business with this dastardly company approximately July 31, 2022 and I have had nothing but problems every since. To begin with the sales people are absolute liars, my 71 year old Disabled Veteran husband and I were repeatedly told there was no contract only equipment rental and servicing fee. I read the paperwork that I signed and there was nothing that I signed that stated this was a 5 year agreement. Every month that I had this service I have had problems. This Company came out and assured me everything would work properly with the internet service that I have. I had their tech at my home at least twice and several authorizations by computer email for remote access to correct recurring issues. I have not been able to arm disarm or operate my system remotely since November 2022. The company has no concessions or resolution for my complete horror being unable to operate my system but continually threatening about a 30 day bill for a system that has not been working properly for more than 30 days. I ask the company to schedule an appointment for them to come and get the equipment and cancel the service and I was met with a very rude service person who immediately told me I signed a 5 year contract and had no recourse and the equipment was mine. I would not understand any circumstances sign a 5 year contract with them or any other security company. My husband as I mentioned is a disable veteran and if this company is in the business of swindling and harassing elderly people I would like for everyone to know it. I have been very patient and have worked tirelessly with trying to correcting the problems again problems with the system: cameras not working, unable to operate remotely, constantly having to ***** remote access to have them fixed. These problems should not occur on almost a monthly basis. I need to have this resolved because there is no contract to dissolve. I thank the BBB for any help I may recieve.

  Business Response

  Date: 01/19/2023

  AMP will be reaching out to the customer regarding resolutions that are available. 

  Customer Answer

  Date: 01/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has not been attempted. I have not heard from the company
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/10/2023

  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 signed a 60 month contract with Amp Smart after escaping a traumatic domestic abuse situation and wanting extra security in my home. The salesman told me that after the 60 months I would pay month to month and wouldnt pay any fees if I wished to cancel. Fast forward to January of 2023, which puts me 7 months past my 60 month contract, when I try to cancel my service Im told that the contract auto-renewed for another 60 months and I would need to pay a $1850 cancellation fee. I stated I was not told that by the salesman when I signed the first initial contract, nor did I receive any kind of notice of the contract renewal. The salesman lied to me and did not break the contract down to me when asking for initials on the tablet he was using to sign me up for service. Apparently, AMP Smart auto renews with no notice given to the consumer and finds this practice okay. Many states have passed laws against Autorenewals without notice given to the customer, and Im hoping my state follows suit quickly. Do not sign a contract with this business. This is no way to treat a customer and they use fraudulent business practices. Side note: their equipment is subpar at best and maybe works half of the time. Its not worth shelling out $6k in monthly payments and being deceived into a 10 year contract.

  Business Response

  Date: 01/19/2023

  AMP reached out to the customer today but there was no answer. We will try again tomorrow.