Complaints

This profile includes complaints for AMP Security, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AMP Security, LLC

  1261 S 820 E Ste 300 American Fork, UT 84003

• 

  AMP Security, LLC

  1261 S 820 E Ste 300 American Fork, UT 84003-3875

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/16/2022

  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 took over a contract from the person I bought my house from with Ampsmart. I wasn't using the service and tried to cancel it multiple times over the course of the two years remaining on the contract. Each time I was told that the pay out fee of the contract was more than if I were just to finish out the contract. I confirmed multiple times that my contract end date was August of 2022. I made the final payment on August 16, 2022 and called on August 17 to cancel the service. I was told it was taken care of and I would be receiving a phone call from the "loyalty department". I never received a phone call. This morning (September 16, 2022) there was a charge in my bank account for the regular monthly payment. So I called to confirm the cancellation and get the charge reversed. I was told that since I did not provide a 30 day written notice that my contract was autorenewed for 5 years and the pay out fee was now $1850. Not once in any of the times I called or anyone I spoke to told me about this policy - not even on the day I cancelled and was told it was taken care of. I paid the exorbitant fee in order to have the contract cancelled, but once it went through and I asked for written confirmation I was told that they did not provide that and I could "rest assured" that my contract was over. I demanded something in writing and was told I would receive something from billing on Tuesday. This company has a poor business model and poor business ethics, is secretive, and scams their customers by being dishonest.

  Business Response

  Date: 09/26/2022

  This customer was cancelled on 9/21/22. 

• Initial Complaint

  Date:09/15/2022

  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.

  Due to no action or communication from this awful company, here is the official BBB complaint as promised. We bought our home in May 2021. It came with the security system left by the previous owner. In July 2021, a sales rep *********************** for Amp Smart came over and told us that we need to setup the system in our name or he needs to remove it from our house. We did not want anything to do with the system. He then made up stories about some of our neighbors being shady and doing drug deals often. Being new to the area, he talked us in to giving it a try. He said there are no contracts or setup fees, this neighborhood was part of a special promotion. And he made it sound like it was easy to cancel. This account is in my husbands name only. So the loyalty center wouldnt allow me to cancel. My husband called to cancel and was told he would be called back, but nobody called. The house is in both of our names. As the homeowners, we do not use or want this service. Our neighbors are actually nice people. Now Im finding out your company charges extreme fees for junk equipment. And your sales reps rush the account setup so people dont know they are agreeing to secret contracts. Predatory sales! Im not paying anymore money to your company. I can see why everyone is saying this company is a scam. This is all very gross, deceptive behavior. I will be sure to tell EVERYONE my experience with this company and I will submit it to East ********** as well.

  Business Response

  Date: 09/23/2022

  We strongly disagree with the allegations that were stated in her complaint but would like to amicably resolve the matter. AMP has elected to cancel the account. We will be in contact with the customer to inform them of this decision. 

  Customer Answer

  Date: 09/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/14/2022

  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.

  This company took advantage of my elderly father. My father has suffered several strokes and is unable to recognize a scam when he sees one. This company came to his door one day offering security services and locked him into a 5 year contract for not only security services but also life alert accounts for him and my mother and didn't even explain how those devices work. Now my parents have a security system that barely works and life alerts devices that they don't even know how to use and when you try to cancel the accounts the company says that they can only cancel if they pay over $2000 for the remaining 33 months on the 3 contracts they tricked my parents into signing. This are extremely predatory practices and in addition to filing a claim here I will be filing a complaint with **************** Services!

  Business Response

  Date: 09/14/2022

  Please provide the account number, name, address, and phone number for the customer that this is related to. We are unable to locate the account with the information provided. 

• Initial Complaint

  Date:09/13/2022

  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.

  After having to call back THREE TIMES and then the final time being put on hold for 24 minutes they claim they will call me back.ISSUE: trying to cancel my contract and being informed that I am locked until May ****************************************************** fine, their argument is the contract is binding. Per the contract my monthly fee is supposed to be $55.95 but apparently a year ago they started charging me $65.95 with no notice. So essentially, stealing.

  Business Response

  Date: 09/23/2022

  Due to inflation and the overall change in the economy, AMP is experiencing rate increases from our vendors and partners. AMP has attempted to keep the change in our rates relatively small to not affect our customers drastically. This raise in rates is supported in section C of the Monitoring and Repair Agreement. Please review. 

  Our loyalty team will be in contact with the customer regarding options that *** help alleviate her frustrations. 

• Initial Complaint

  Date:09/12/2022

  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 started a contract with Guardian/AMP Smart in 2015 under a 5 year contract. They gave no indication and misrepresented themselves when soliciting door to door in my neighborhood. They made me believe that cancellation could occur at any time, but did not disclose that I would have to pay the balance of the contract. Nor did they give me any indication that there was an auto renewal on my contract. The video doorbell stopped working. Fast forward to this summer and I believed my contract would be up and I would have no charges. We sold the house and I tried to cancel the *** services and was formed that my contract was automatically renewed for another 5 years with new due date in July of 2022. We were not happy about it but ok. The company rep ******** from ******************* assured me that he will move all equipment to our appartment and in one year to a new house without contract extension. The installer came and install new system and we were informed that contract renewed for another 5 years, when *********** rep ********) email us and assured over the phone that is not going to extend the contract! Now all they say is: you can cancel the contract for $1850. This company and its employees has no moral ground! I have no idea how ********************* sleeps at night I sure wouldn't be able to.This company is unprofessional and unethical. Stay away!Now to ************************ and **** attorney General websites!

  Business Response

  Date: 09/22/2022

  AMP's customer care will be in contact with the customer regarding the matter. We have new options that can help resolve the issue. 

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18017092
  
  I am rejecting this response because: nobody has been in contact. All they do is lie to their customers!!!!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/22/2022

  AMP followed through with our promise to call today. We attempted to reach the customer at 4:54:56 PM MST today but no one answered. We left a message for the customer to call us back. 

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18017092
  
  I am rejecting this response because: AMP security called and offered to cancel the contract for $1850, when we was told the contract is NOT going to be renewed/extended for another 5 years. I am done with this predatory business organization, I just do not understand how they stay in business. Worse company ever!!! Run away and never do business with them!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/12/2022

  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.

  We have had issues with our monitoring system since the system was "updated" in December 2020. During the update a new panel was installed and some new motion detectors and doors/window monitors were installed. We declined having the camera installed as it would involved modifications to our home that I didn't want done. The first set of issues we were having involved a motion detector in the front room going off constantly/randomly even when there was no movement in the room. This was not an issue prior to the update. A service technician came out to repair it but instead left a huge mess in our home and used our dining room furniture as a step ladder and damaged the upholstery, It was after this that I realized our contract had been extended for far longer than the initial length of *********************************************************************************************************************** out of my contract. The most recent issue, occurred 9/11/22 at 8:35 am when the fire alarm went off on our panel. We do not have a smoke detector connected to the panel. I was annoyed but turned it off and checked my phone to see if the monitoring company had called so I could tell them it was a false alarm. 20 minutes later the fire department shows up at our house and it would appear that the monitoring company had not called until AFTER dispatch had been sent. In my county, when EMS or police show up for a false alarm, it can result in a misdemeanor charge. I have already received written warning in the mail about this. Our system is so unpredictable that we cannot even set it. Now with the fire alarm going off and the fire department being called I absolutely do not feel it is appropriate or safe to continue using this service. AMP Smart has failed to provide the services listed in their contract agreement. Our equipment did not work from the moment it was installed and has failed to be properly repaired.

  Business Response

  Date: 09/22/2022

  AMP will be reaching out to set up an appointment to get the system inspected and repaired. AMP will waive the service call fee. 

• Initial Complaint

  Date:09/08/2022

  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.

  This company never disclosed I would be locked into a 5 year contract. The security system does not record when people are on my porch. It doesn't record activity inside my home once the alarm has been triggered. The system regularly disconnects in a way that I cannot use it properly. They refuse to let me out of a contract I had no idea I was locked into in the first place. Footage is grainy to the point I cannot even tell if it is a person or a vehicle in the street right outside my home. When packages are delivered to my home I have absolutely zero footage of anyone delivering them. What sort of security system doesn't record activity inside/outside the home? When I try to use my phone to see through my cameras it will not connect, negating that fact that I am supposed to be able to look through them remotely. I want to be absolved of this contract that was intentionally left out of the conversation when signing up with AMP. I want refunded the many months that I have been complaining that their services in fact DO NOT WORK. Thank you *****

  Business Response

  Date: 09/16/2022

  The customer agreed to a 60 month agreement on the contracts, as well as during a recorded quality assurance phone call. The customer initialed section D of the Monitoring Agreement, where states that the contract is for 60 months. 
  

  Pertaining the claims of the cameras not being clear or recording,AMP has options that can help with that issue. First, the issue may be due to the speed/broadband of the customer's internet package. The customer may need to upgrade their internet package to one with stronger connectivity. Another option is that AMPs repeater and/or mesh IQ devices, which help with the connectivity of the cameras to the router.
  

  AMP will have a customer service agent contact the customer to discuss the mesh and repeater devices. They will also help set up an appointment for a technician to come to the home and inspect the entire system.AMP will waive the service call fee.

• Initial Complaint

  Date:09/08/2022

  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 had the system for about 5 years, my doorbell camera stopped working. Called number ours times over the past year. Tech came out said I needed a part and to call back so it could be fixed. Attempted several times to no avail. I have been attempting to close my account and cancel my contract which was up in August 2022. Every time I try I get lets get you in contact with sales customer service for months I waited. I was told recently July 2022 that my contact had been automatically renewed which I didnt want it to be. Was told it was too late to cancel my contact bc I had to notify them at least 30 days prior in writing. No where in the past year and a half was I told I needed to cancel in writing within ************************************************************************************** does not work and they want me to call so they can try to convince me to stay. Which I dont want to continue my contract. Last time I spoke with someone; July 2022, I discontinued everything except my window break alerts. The amp app doesnt work. The website is not working to make payments and they will not send me a link that works to pay my past due balance. I plan to discontinue all monitoring just to stop everything with them I have not been happy with their customer service or monitoring service for a long time. I am in 1-2 months into a renewed contract which I DID want. I am still trying to get my contract cancelled. Please help.

  Business Response

  Date: 09/16/2022

  AMP attempted to reach out to the customer multiple times regarding the doorbell camera but there was no answer or returned voicemails. Our customer service was able to speak with the customer on 3/10/2021 regarding the renewal process and how to cancel it from occurring. AMP informed the customer that a letter would need to be sent to AMP a month prior to the renewal date. The customer failed to send in their notice of cancellation in the timeframe stipulated in section D of the Monitoring Agreement. The customers account renewed on 7/14/2022.

  AMPs loyalty department was able to discuss the renewal and doorbell camera issue with the customer on 8/8/2022.The customer agreed to a lower rate for 60 months and the doorbell being removed. A new Monitoring Agreement Addendum was sent to the customer with these changes. It was signed by ******************.
  

  AMP collections team has reached out 8 times since 8/4/2022.There is an accruing balance of $233.96 on the account. If the balance isnt resolved or a payment plan isnt set into place, the account will be sent to third party collections. 

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17933288
  
  I am rejecting this response because:  my contract has not been cancel without paying termination fee.  Yes I did reach out to them to discontinue contact   However, when I talked to the loyalty department they would only discontinue monitoring fire/smoke detectors and camera video which reduced my bill to @51.99   Still, contact is not cancelled therefore their collections department continues to contact me to pay the past due amount   This DOES NOT IN ANY WAY cancel my contact which is what I want done   
  

   

  I am actually calling to discontinue all monitoring services with AMP and having all devices removed from my house    Which I am sure will only reduce my monthly bill by $5.00   However, it does not help With getting my contract cancel which I have been trying to do since last year   
  

  the original co tract was on an auto renewal which I never wanted   
  

   

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

  Business Response

  Date: 09/26/2022

  The customer initialed section D of the Monitoring Agreement. She agreed to the term length and autorenewal clause that is stated therein. The customer also agreed to the autorenewal procedure in how to cancel. She failed to notify AMP of her desire to terminate before the renewal occurred. The customer will need to pay the early termination fee that is stated in Monitoring Agreement or switch the account into another qualified person's name. 

• Initial Complaint

  Date:08/30/2022

  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 been in contact with Amp Smart about my contract they have been giving me the run around it was up on July 28 2022 and they said it auto renewed cause I didnt send in a letter telling them to cancel they took the payment out for August and now I cant get my Husband medication any help would be greatly appreciated I didnt now about a letter I am so upset cant afford this for 5 more years Thank You

  Business Response

  Date: 09/09/2022

  The customer agreed to the auto renewal clause in section D of the Monitoring Agreement on the day of the sale. Additionally, she initialed this portion of the contract. The customer failed to notify AMP of their desire to cancel via procedures listed in section D. 

• Initial Complaint

  Date:08/30/2022

  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.

  In August of 2016 we purchased an alarm system from a young door to door salesman who told us we would be mailed the paperwork. This past spring (2022), we tried to cancel this due to being retired on a fixed income but were told the contract had auto renewed. We never received the written contract as told, but the representative on the phone told us they emailed it to us, if they did it went to junk, and I was never able to locate it. We are now being told it renewed last summer and we have to keep it for a total of 5 years and then inform them in writing we wish to cancel. Started off being ***** a month now ***** a month (****** a year) which we can't afford. We see where they have a C+ rating for aggressive sales tactics with many reviews stating misrepresentation and deceptive sales practices. Our salesman would tell you what the paperwork said, and have you initial or sign before you could even read it. We did finally get the contract in the mail recently. This company will not listen and said we have to keep the system for 5 more years. We haven't used in several years and due to the salesman's tactics of scrolling to the next section didn't realize it auto renewed unless we informed them in writing 30 days in advance. We really can't afford this, nor do we use it. We hope you can help us. I hope this gets to the right location as I couldn't change it to the BBB for Central and **********. in ************.

  Business Response

  Date: 09/07/2022

  AMP has new options available regarding the complaint that the customer filed. AMP's loyalty department will be in reaching out to the customer. 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17796917
  
  I am rejecting this response because: The AMP  loyalty department still has not reached out to us.
  
  Sincerely,
  
  ****** And ***********************

  Business Response

  Date: 09/19/2022

  Loyalty spoke with ************ on 9/16. An new offer was provided and ************ stated she would discuss it with her husband and get back to AMP today with a decision. 

  Customer Answer

  Date: 09/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** And ***********************