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:11/15/2022

  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.

  Technician stop at my house to change out a panel, on my security system. He told me to sign paper for the new panel and I did. What he didn't tell us, was it was for a 5 year contract. I wish to cancel and they say I have to pay a cancelation fee.

  Business Response

  Date: 11/25/2022

  Customer's initial contract had already renewed on 7/16/2020. The customer did not send in a notice of cancellation prior to the renewal date. 

• Initial Complaint

  Date:11/12/2022

  Type:Service or Repair 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.

  On November 7th, my husband phoned AMP Security in an attempt to cancel our program. He was told that there would be an $1800 charge to cancel since we had signed and renewed a contract 42 months earlier. The company emailed him a copy of the contract which does state that provision. However, when he signed the contract we were not told that this was a renewed contract with a termination fee. We had MP Security for 5 years prior to the date of the new contract. On April 28, 2020, ************** (spelling) came to our home to inform us that our security panel was outdated and needed to be replaced. The contract states no charge for a new panel and also two medical pendants. We were not told that signing the contract also renewed the contract for 5 more years. The panel was replaced; however, we never received the pendants. In my opinion, this is a breach of contract. When we spoke to the agent, she said she couldn't speak to that issue. During the same conversation, I asked to be redirected to tech support since we had messages on the panel that our wi-fi was not connected. When I spoke to tech support, he did check and told me that it was connected. I inquired further about the smoke alert. The technician told me that it was not functioning and I should remove the battery, leave it out for 10 seconds, and then replace it. I did this. I asked the technician to verify that the smoke alert was now functioning. He refused to do that. Again, I feel that he should have checked the system.In summary I would like to cancel my contract with this company without a monetary penalty since they have not kept their terms of the contract for service or equipment. Their business practices are at the least deceptive.

  Business Response

  Date: 11/14/2022

  AMP reached out to the customer today and offered to send a technician to the home to review/repair the system. This was agreed to by the customer. 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18395785
  
  I am rejecting this response because: I will not know if these issues are resolved until the technician comes which won't happen until December 14th.
  
  ************************************************

  Business Response

  Date: 11/21/2022

    

  Business Response

  Date: 11/28/2022

  AMP's technician will be going out to the home on Dec 14th. 

  Customer Answer

  Date: 11/28/2022

   
  Better Business Bureau:
  
  I will not know if the issue is resolved until after the technician comes on December 14th.
  *************************

• Initial Complaint

  Date:10/28/2022

  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.

  My wife and I sold our house in **********, ** in May 2021. When the buyers purchased the house they stated they wanted to keep the alarm system and take over the existing contract at that time. When the purchase was closed the new owner took over the property, they decided to not to go with the alarm company, AmpSmart. We contacted AmpSmart and they reached out to the new owner to encouraged them to take over the contract. The new owner decided to go with a different alamr company. We had to move to an apartment until we could find another home to purchase. We contacted AmpSmart and they told us we had to take off all of the equipment and try to put it on the aparment where we lived. We told them that we could not. We argue back and forth with that of the situation. Their conclusion was that we had to honor our contract whether we had the equipment or not. Fast forward, we purchased a new home with no equipment and we continued to pay the monthly fee, hoping that it would go down to a reasonable amount where we could get rid of the contract. As of todate, 10/28/2022, after paying the monthly fee, not having the equipment, we were told that we have to pay the $1850.00 fee to cancel the contract. They told us we had to pay the $1850.00 fee back in 2021, now after having paid all of this monthly fee coming out of our account, we still have to pay the $1850.00 fee. This is ridiculous. They are scam artist preying on customers.

  Business Response

  Date: 11/03/2022

  The customer signed an addendum on 12/10/2020 to extend the contract for 36 months. This extension went into effect on 10/30/2022. In exchange, AMP provided a new lamp module and outdoor camera. 

• Initial Complaint

  Date:10/24/2022

  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.

  Deceptive auto renewal/cancelation practices. Initially signed up for a 36 month term. April 2019, door to door solicitor. Haven't liked the equipment at all, some has been useless the entire period, even after "tech upgrades" so I was definitely not going to keep using their products and services any further. Called the month of end of term, April 2022, to cancel. At the time I was assured it was done and given a cancellation number and told loyalty department would reach out, assuming to try and convince me to stay. Come to find out that was just a "ticket number" for cancellation. I find this out by my fire alarm randomly going off 2 days ago (Oct 2022) and the monitoring center called me. I asked to be transferred to CS to find out why I'm still being charged. They couldn't help, put me on hold to transfer me. 16 minute call, no help. No loyalty **** around on weekends, I understand. CS rep says she sees my call back in April to cancel, doesn't know why it wasn't. She advises notes say they called me once, left no VM. No more attempts to contact me via phone or email. That seems unsatisfactory on the consumer end, but perfectly acceptable to a business with predatory auto renewal tactics. I get a call this Monday morning from AMP, thinking loyalty department, but no, tech support. Transfers me to general CS. They can't help, finally transferred to loyalty. This agent tells me she sees my call in April to cancel, states they actually tried to call me twice (inconsistent), but also no voice mail or email. Tells me about said auto renewal practice and that even if they spoke to me in April, we'd be in the same situation. Tells me what I can pay to get out of contract ($400 something) and I state not happening. This company rep that sold it advised could cancel anytime. You can't tell b/c you're signing on a tablet. None of the reps advised this written thing during a call. After reviewing the 28 pages of complaints over mostly this same thing, stay away.

  Business Response

  Date: 11/02/2022

  AMP has been in contact with the customer today. 

• Initial Complaint

  Date:10/17/2022

  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.

  On Jan. 8, 2021, I unfortunately was tricked into Docu-signing, on the sales person's computer pad, a 60 month contract for a monthly fee of $63.99, which is on auto pay. We were not given time to review the document. We attempted to cancel this contract but because it was outside of the 3 day Right of Recission, we are screwed. I have attached copies of what I have of the Contract. The circled items are things that I noted after the facts. In Feb. 2022, "without any notification", they increased the monthly fee to $65.99. I called and was able to get it back to the original amount of $63.99 for the remaining months, as they did not provide a notification. There was no refund for overcharge. Now, again, on Oct. 16, 2022, they increased the monthly fee to $66.99, "without any notification"! The attached Invoice, with the new amount, is dated for the same day the amount was charged to my credit card 10/16/2022 showing "no advance notification". They should have to give a notification, in advance, of the changes to the monthly fee. I was a compliance officer and they should have to provide some type of an Advance Notice of Change, especially when they are taking money from people's accounts. This is one shoddy business.

  Business Response

  Date: 10/19/2022

  AMP
  provided all signed DocuSign contracts to the customer’s email, ******************.
  This email was given by the customer during the sale process and confirmed
  during a recorded quality assurance survey. In that survey, AMP informed
  the customer that her documents would be sent to this email and that she would
  need to check her inbox and junk folders. She fully understood that the
  contracts were electronic and she stated “okay” when asked if she understood
  the process. Furthermore, AMP asked the customer if she understood that the
  term length would be for 60 months. She responded with “Yep”.
  

  AMP
  provided a 3 day right of rescission, which gave the customer the ability to
  cancel with no penalty during that timeframe. It also offered ample opportunity
  for the customer to review her contracts and contact AMP with any questions or
  concerns that she may have had. She did not utilize this opportunity.
  

  Regarding the raise in rates, 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. On the
  Monitoring Agreement in section C, it states that we can legally raise the
  rates due to taxes and fees.  The
  customer agreed to this clause.

  Business Response

  Date: 10/25/2022

  AMP disagrees with the allegations that were stated in this complaint but our loyalty department will be in contact with the customer to discuss the frustrations that the customer has and attempt to resolve the matter to the satisfaction of both parties. We ask that the customer answer when our representative calls. 

  Customer Answer

  Date: 10/27/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I remain somewhat skeptical that the resolution will be as they stated as I have to wait an additional month to see if they have corrected the pricing issue. In addition, I also have the remaining months of the contract to monitor any future unnotified increases. At this time, I find that this resolution is satisfactory to me. 

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

• Initial Complaint

  Date:10/14/2022

  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.

  On July 28, 2022 I contacted AMP Smart again via phone and email after speaking with them numerous times via phone to have the account canceled. I have the contract and it was executed and signed by my ex-husband- NOT me. He is deceased. In the email I attached my ex-husband *************************** death certificate. I again explained that he moved from the residence (**** **************; ************************) back in mid 2020 and we divorced in November 2020. I moved out in June 2021 but continued to pay for non-functional monitoring services until I sold/closed on the property on March 9, 2022. I told AMP Smart verbally and via email that I needed all charges refunded for March, April, May, June, and July 2022 or I would most assuredly seek legal action and contact the BBB, as despite my NUMEROUS documented calls to AMP Smart to close my account and cease withdrawals, the charges continued to be made.October 2, 2022- I called and spoke to an AMP Smart representative AGAIN and sent this email.... "as my account has still not been cancelled and I continue to be charged ILLEGALLY! An internal case was apparently created in July to remedy this situation and nothing has changed! I have not lived at ************************************************************* since prior to March 2022! I have also previously sent documentation of my deceased husbands death (***********************)- another reason the account should be closed!!! This is totally unacceptable. Someone needs to call me with a remedy by Monday 10/3/22 or I am pursuing legal action. Remedy is nothing less than (1) I am refunded fully for March, April, May, June, July, August, and September 2022 and (2) the account is closed and my bank is no longer debited!!!!"October 6th- I called AMP Smart again and they told me they would only refund me for August and September. I did not accept this. I need to be refunded FULLY for March, April, May, June, July, August, and September 2022= about $440.00. They also need to close the account and delete my debit

  Business Response

  Date: 10/21/2022

  AMP received notice of the account ******'s death on 7/29/2022. AMP will be refunding back payment for August and September. AMP will not be refunding any other payments.  

• Initial Complaint

  Date:09/28/2022

  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 have texted, emailed, and sent certified mail to this AMP company expressing my wanting to cancel all services before 5/2022 when my contract was over. AMP has continued wrongfully to charge my bank account every month for services that I wanted cancelled. AMP has not responded to communication about wishes to cancel services. When I try to call, I get transferred to different people over a long period of time, with no resolve. Please make this company cancel my unauthorized services and refund money charged to my bank account since the contract was over in 5/2022. Thank you.

  Business Response

  Date: 10/08/2022

  The customer initialed section D and signed the Monitoring Agreement. Section D
  states that the contract has an autorenewal clause. The customer failed to notify AMP of her desire to
  cancel within the timeframe stipulated in section D. At the time of the sale,
  copies of all contracts were provided to her. Additionally, she was given 3
  days to review the documents and contact AMP with any questions that she may
  have had. She did not. 

  The customer currently has 31 months remaining of the autorenewal term. 

  Customer Answer

  Date: 10/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I talked to customer service and I was made aware that I did not submit my notification to discontinue service in time for the auto renewal. I disagree with this response because it is stated that there are 31 more months in my auto renewal period. That information is not accurate. The customer service person in the AMP loyalty department that I spoke with , his name is Jordan, informed me that my current period is over 5/13/2023. Jordan assured me that he would email written documentation stating that my current contract would be over on 5/13/2023 with no additional documentation needed or any more charges after that date of the end on the contract. AMP should accurately confirm to the BBB that my contract with them is over on 5/13/2023, and no other charges will be made to me after that date, and no autorenewals will be made after that date. I have confirmed with Jordan in the AMP loyalty department that AMP has acknowledged my written notification to cancel all services and contractual agreements after 5/13/2023.
  
  
  
  Sincerely,
  
  ****** ******
  

  Business Response

  Date: 10/14/2022

  That is correct. The customer's account is targeted to end in May of 2023. We received the notice of cancellation and will cancel the account when the term ends. The customer is legally obligated to pay for the remainder of the term. Currently, the customer has a balance and will need to resolve that. 

• Initial Complaint

  Date:09/26/2022

  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 called last year to let them know I wanted to cancel. They listed the call as COVID relief, which is wrong as I kept paying every month. I'm now trying to cancel as I'm moving overseas. ****** at AMP told me all I need to do is provide a letter from my HR stating that I was moving, which I provided, and I now I'm being told by management at AMP that ****** was wrong, and whoever is buying ************* to take over the contract or I have to pay $1,850 in cancelation fees. The company auto-renewed me without consulting me first, and completely disregarded my previous phone call to cancel. This company uses predatory practices to maintain their clients.

  Business Response

  Date: 10/04/2022

  AMP will be in touch with the customer to discuss new resolutions that are available regarding his situation. 

• Initial Complaint

  Date:09/25/2022

  Type:Sales and Advertising 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.

  The amp care system constantly malfunctions. Multiple pieces have broken. I called last year to cancel my contract. They said they would need to call me back. No one called. (They said they did). I called again this past week to cancel again. The man said my contract just automatically renewed for five years and I couldnt cancel without paying $1800. They said I had to notify them before my contract renewed which I did last year. He said it had to be in writing. They know multiple pieces have been broken on my system. They used to call when alarms were triggered or when batteries were low. They havent called in a year even when Ive had the glass break alarm triggered. When I complained about this the man said they are short staffed. I just want to cancel and stop paying for a system that does not work.

  Business Response

  Date: 10/01/2022

  AMP provided all contractual agreements to the customer via her personal email. All agreements were facilitated by DocuSign and completed with timestamps and IP addresses. The customer was also given a 3 day grace ******* which provided ample opportunity for her to review the documents and contact AMP with any questions/concerns or requests for cancellation.
  
  The customer agreed to the renewal clause in section D of the Monitoring Agreement when she signed the contract. She also initialed section D, indicating that she understood and agreed to the term and its renewal clause. AMP did not receive a formal cancellation notice prior to the renewal date.
  
  AMP would like to send out a technician and repair the equipment. The service call fee will be waived.  Our customer service will be calling to schedule a convenient time for the technician to come. 

• Initial Complaint

  Date:09/20/2022

  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 my first home in December of 2020. Included in all the purchase forms during the buying process of the house were documents for AMP Smart as the previous owner had AMP come out and install a security "system". At the time it was explained to me that I could end AMP's service at any time. After living for in the house for the first few months I found that none of the system worked at all and would malfunction all the time - including once when 7 police cars were sent to our house on Christmas day when we were not there. We had been paying our monthly fee for a year and half when eventually it got to the point that literally not a single piece of their hardware was working anymore and they refused to send a technician out to our house to fix anything. Anyone that I got on the phone was totally useless and none of their fixes worked. Even their app stopped working. It has been impossible to get out of this soul sucking contract and the worst part about it is that they told us we could cancel at anytime. This company is out for your soul and they are fine telling a bold faced lie to get you to sign up. The most s*** company I've ever worked with hands down...and that is really saying something with my past experiences. Instead of cancelling service they are now sending the remainder of my contract balance (remaining time in the contract) to collections which is $3k and I do not have any extra money, much less 3 grand. All this for services that have never been used since they are simply so awful and none of their s*** works. Whatever idiot started this company needs to go to jail for the crimes they are committing to regular people like me. I know I'm not the only one with all the other people on BBB with the same experience. I need this $3k balance to be dropped immediately and lets be done with this once and for all.

  Business Response

  Date: 10/01/2022

  AMP disagrees with the allegations that the customer has stated in their complaint.
  
  AMP attempted numerous times to schedule a time to have a technician out to the home and inspect the equipment. The customer refused to answer the phone. We left over 40 messages from February 8, 2021 until August 31, 2022.
  
  On February 2, 2021, AMP informed the customer of the cancellation options that were available. The customer called in to cancel due to their desire to cut back on expenses. All of AMPs contracts have a termination fee listed in the agreement and the customer signed and agreed to the terms. We ask the customer to review the Monitoring Agreement in section 11.
  
  The customer failed to make payments for over 4 months. The account has been sent to 3rd party collections.