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:08/26/2022

  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.

  We initially signed a contract for a 5-year term for monitoring service through Amp smart, back in 08/2017. We moved out of state but continued to pay the monthly service fee. We then called them today to cancel service, but were told that the contract automatically renews for another 60-month term (without our consent). We never received notification of our contract being renewed.We are now being told that the 60-month renewed on 08/2022. The date today is 8/26/22, and we are being told that the only way to get out of this contract is to pay $1850. This is absurd and extremely deceptive tactics so auto renew the contract, without our consent and without notification. The company is forcing us to pay $66/month for an additional 60 months when we don't even live in the previous house, nor are in the same state. This was never mentioned during their sales pitch; it is extremely unethical and the only way to avoid this is to send them a letter through conventional snail mail 30 days prior to the contract ending. There is no option to email/call them to cancel; they are intentionally doing this with the hope that people will forget or not actually send a written statement of termination.We do not feel we should have to pay for services we are not utilizing, and without any recourse to terminate services in a fair and amicable manner. We would like to know what legal options are available to fight this intentional scam by this dishonest company. Both my wife and I are healthcare workers and didn't have the time to scrutinize this companies dishonest tactics and fine print. Realistically, no one would willingly accept such deceptive contractual obligations; the company intentionally misleads its customers.

  Business Response

  Date: 09/02/2022

  AMP will be reaching out to the customer regarding this matter. We have newly available options for the customer. 

• Initial Complaint

  Date:08/22/2022

  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 2018, AMP Security came to my home posing as a Guardian representative stating that they need to update my security system for Guardian. They sent a bill stating that they were no longer Guardian that they are AMP Security. I asked them why they deceive me regarding the transaction, I was verbally told that "it was too late because I signed the contract". In real time, I did not sign a document, I was asked to sign a "work order" on a tablet and not an official contract. I had a representative mail me the contract and my signature was "electronically signed". In 2020, I called them back to advise them I was moving and they told me that in order to move, I have to sign another contract for 60 months just to move the equipment that they gave me for free. I refused that offer and they continued to charge me for service. It's now 2022 and they are now saying since I moved from that location, they are willing to relocate my equipment and I will have to pay for the installation. The reason they gave me this option is because I requested to cancel the service. Unfortunately for me, I have moved to another state and I no longer have the equipment. I have proof that I have not used their services for at least 1 1/2 years out of a 60 month contract and I no longer have the equipment. When I had the equipment, the service was terrible. The doorbell camera had to be re-programed monthly, sensors fell off within 60 days of installation and when I called to get assistance, they stated they did not have a technician in my area. I had to talk to a manager in order to get assistance with getting a tech that drove from Kentucky to assist. Their customer service is terrible and no one wants to help. They think since you have a contract with them, your soul belongs to them. They have an old address on here because of their complaints. I have their new address: **** ******* **** *** ***; Lehi, UT. I am requesting that this contract is terminated and receive a refund for no service.

  Business Response

  Date: 08/31/2022

  AMP has a few resolutions that we can offer the customer to help alleviate his frustration. Our Loyalty department will be reaching out to the customer today.

  Customer Answer

  Date: 08/31/2022

   
  
  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:08/22/2022

  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.

  This is regarding service held with AmpSmart by my grandmother. She has had an account since 2018. She has recently come under extra financial stress due to having repairs done on the home she's lived in since ****, and much more of her savings was taken for that than she'd intended. I had no worry that there would be any contract issues after all this time. I was certain any contract would have been by this time fulfilled and canceling would and should be a fairly easy process. I was wrong. I made the call as my grandmother is 99, and no longer trusts herself to handle business on her own. The customer service rep I spoke with barely acknowledged me, insisting on speaking for the majority of the time with my grandmother even though she was having trouble hearing and understanding what was said. When finally, after much carrying on about freezing the account or having a family member take over the payments, the operator transferred us to someone else who informed us that the contract had been "renewed" in 2021 and my grandmother would need to pay 25 months' worth of fees in order to cancel. Again, she's 99. She has no recall of renewing anything.In my frustration and a need to end the call, I then said I would take over the payments so we could get this call finished already! Even though that had been offered as an option to us earlier, we were then told that we would have to go through a lengthy credit approval process in order to transfer the payments to someone else.AmpSmart's prices are exorbitant compared to SimpliSafe or ADT. I'm not sure why they think their service is worth these prices. Also, if they are going to offer a transfer of account as an option, they shouldn't make that process so time-consuming. Lastly, I feel this is nothing more than a scam and they should be ashamed for taking advantage of a 100-yr-old woman who can't even recall renewing their service contract.They just want to wring every $ from their clients.An F in my book.

  Business Response

  Date: 08/23/2022

  Please provide the account number, address/phone contact information, and name of the customer. AMP is unable to locate the account to assist with the matter. 

  Customer Answer

  Date: 08/23/2022

   

  I have logged into my grandmother's account on Alarm.com, but cannot find her account number anywhere within the account information.

  Her name is **************************** 

  8 *******. 

  ************, ** 46222

• Initial Complaint

  Date:08/19/2022

  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.

  We signed a contract with AMP Smart 5 years ago. They were in the house installing their equipment within an hour of signing the contract. No 3 day period to consider. We tried several times over the past couple of years to cancel our contract, but we were told we would have to pay out the remainder to cancel since we were in a 5 year contract. We elected to continue the service until our contract end date of May 9th, 2022. I called on the 9th and was told they would have to look into it and get back with me. When we called the next day they said we had missed the deadline and our contract had auto renewed. The only way to now terminate the contract is to pay for a full year $875.88. After a couple of months of refusing to pay, we finally paid the &875.88 to be rid of them. After seeing the BBB has resolved this with others, we want our $875.88 back. We did everything we were told and canceled on time. Ironic a supposed Security Co. is the one doing the stealing.

  Business Response

  Date: 08/26/2022

  AMP specifies the autorenewal in section D of the Monitoring
  Agreement, which the customer signed and initialed on the day of the sale. South
  Carolina law stipulates 1 year renewal periods. We did not receive a formal
  cancellation notice prior to the renewal date.

  AMP provided all contractual agreements to the customer via their
  personal email. All contracts were facilitated by DocuSign and provided with
  timestamps and IP addresses. The customer was also given a 3 day grace period,
  which provided ample opportunity for the customer to review the documents he
  signed and contact AMP with any questions/concerns or requests for
  cancellation. The 3 day right of rescission is specified in section G, as well
  as below the signatures. 

• Initial Complaint

  Date:08/10/2022

  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.

  I have been a customer with ******************** for 5 years. I have had several issues with their hardware over the last year and have repeated tried to cancel my contract. After replacing my equipment 3 times with the same model, they finally replaced my faulty hardware with an upgraded model and assured me that the replacement did not extend the initial term of my agreement. I've called serval times in the last year to cancel, and I've been unable to cancel without a cancelation fee. I repeatedly asked for my account to be placed on a "do not automatically renew status". I called on 8/4 to cancel my account and just received a call back today (8/10) informing me that my account was automatically renewed for 12 months as my account renewal date is 8/17 and that they require 30 days written notice. On previous calls, I was informed that I could call, but it would have to be within 30 days of my cancelation date. I was also informed that if I cancel, I would be charged a termination fee equal to the remaining months of my contract.

  Business Response

  Date: 08/19/2022

  AMP will be in contact with the customer today to offer a new resolution regarding the frustrations that they have been experiencing. 

• Initial Complaint

  Date:08/08/2022

  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.

  Husband and I had AMP SMART security system in our home in ****************, At. We are in our 70s and both have had Medical issues. We need help at times so had to move back to ********** to be close to my husbands Urologist/Oncologist as he lost a kidney to cancer. He has to have scopes on his bladder every few months. He tried to have the scopes done in *********** however the medical is awful . He had a scope done the Dr removed something then left town for a month he also never sent anything to the Oncologist. I had my knee replaced in *********** in February 2020 it was the wrong size, was offset 17% and wasnt putted in. I was in horrible pain and 11 weeks later had to go to another Dr and have a complete knee replacement. I also have a fused neck and back and have had to make numerous trips to my Dr. ** has become too hard for us to travel and we have no one to take us as our family lives in **********.I contacted AMP SMART and was told they didnt have service in this area. We were in a Motorhome from May until December. We listed our house in October and closed on November 22,2021 I contacted AMP SMART that the buyer was willing to assume the contract. The buyer did contact them but no one followed up. They quit charging me for 2 months then started taking money from my bank account in February. I have told them to stop. They DO NOT HAVE anyone in this area. Last week they decided they would send us a new system that we could install even though they have no one in this area. I told them I already have a system that is in this area. They are demanding Dr ******* from our Drs or they was to charge $1250. Early termination. I asked about this before I signed the contact. There representatives assured this would not happen should be have to relocate and they could not give us service. I was told I WOULD NOT BE CHARGED IF THEY COULD NOT PROVIDE ME SERVICE. THIS IS WHAT HAPPENED.

  Business Response

  Date: 08/17/2022

  AMP does offer financial hardship options, such as a system freeze but we do not cancel accounts due to health issues.
  

  AMP will still provide excellent tech support and monitoring. If the customer decided to leave the equipment in their previous home, we offer DIY kits for a fee. The customer can contact AMP at ************ to set up the process of getting one.
  

  Concerning the customers decision to move, this was their personal choice; it does not negate the validity and legality of the contract which she signed. AMP has offered the cancellation options that are available for her situation. Please review section 11 of the Monitoring Agreement.
  

  AMP will not be cancelling this account.

  
  

• Initial Complaint

  Date:08/05/2022

  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.

  We moved from a home, where we had service from AMP, in November of 2021. We called and were offered two options, move the service (which we don't need in our gated community) or have the house buyers pick up the bill (which they do not want). We expressed a desire to quit. Then we kept getting billed $57.99 through January, I called again Feb. 14 and was TOLD "the cancelation process has begun" and that there would be a $400 charge - and I said we would let the payments cover that. We never received anything from them in writing that stated our cancelation fee, and as of today we have PAID $459.92 which has more than covered the cancellation fee I was given on Feb. 14, 2022. We consider we have paid off our cancelation fee. I also sent a previous email to them THROUGH the BBB, and there was no response.We would be content if they considered the $459.92 they collected from us since we first reported our move as a SUFFICIENT amount to cover our cancelation fee. I would NEVER do business with this company again, and I hope other consumers get warned of their practices. It may be legal, but it is UNETHICAL to prevent people from quitting.In discussing this with them today, they seem to be "restarting" the cancelation process, although they acknowledge that we began the process Feb. 14. Since November, we have been given notifications when the people who bought our house leave doors open, and we have concerns that our name is attached to that service when everyone knows we no longer live there, we cannot be responsible for what goes on there, and we resent paying for something we tried to quit.I have read BBB reviews and MANY people seem to have similar problems. Since we first reported our move last year, we have paid $459.92 which More than covers our cancelation fee. we would be happy for them to settle for that amount, even though it is $59.92 more than the cancelation fee I was verbally given on Feb. 14.

  Business Response

  Date: 08/15/2022

  AMP disagrees with the allegations that the customer did not agree to the renewal. The customer initialed section D and signed the Monitoring Agreement. He agreed to the terms of cancellation that are stated in the contract as well. The customer failed to notify AMP of their desire to cancel within the timeframe stipulated in section D.
  

  Furthermore, the customer double agreed to the renewal clause when he signed the addendum. Copies of all contracts were provided to him,and he was given ample time to review the documents.

  
  

• Initial Complaint

  Date:08/05/2022

  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.

  We have been AMP Smart customers since 2013, Account ******, and we were notified that our equipment was outdated and they would be bring new equipment. We agreed to the new equipment and an appointment was made for them to come to the house not once but twice and twice they never showed up and no one called to let us know why they didn't show up. So, we believe that they did not honor their part of the contract to supply us with the equipment and we tried to cancel but of course they state that after the five years it's a renewable contract and we had to honor it. We are now being charged $2,000+ for services we have not received. What we want is to not pay this as we feel AMP Smart did not honor their contract by installing the upgraded equipment.

  Business Response

  Date: 08/13/2022

  AMP attempted to contact the customer over 21 times from 3/10/22 to 7/27/22. We left messages and none were returned during that timeframe. The customer refused to answer the phone. The customers account was sent to 3rd party collections on 7/29/22. The balance is for the termination fee that is listed on the contract and accruing balance that was on the account during those 4 months. Please review section 8 of the Monitoring Agreement.  
  

  The customer will need to contact **************************************************************** to resolve the account. Their number is ************. 

   

• Initial Complaint

  Date:08/04/2022

  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.

  I switched security providers 2 months ago. I called to get contract buy out and cancel my AMP Smart contract. At this time there was no mention of needed to submit my cancellation in writing.While waiting for my new provider to send buyout payment AMP automatically renewed my contract and are now saying I must pay $1850 to terminate a contract I told them I wanted to cancel two months ago. I have the buyout money for the original quote and am willing to pay the original amount of at or around &128. I have tried reaching out the ****************** seems unwilling to help.

  Business Response

  Date: 08/11/2022

  This account was cancelled on 8/10/2022.

  Customer Answer

  Date: 08/11/2022

   
  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. While not completely satisfied with the company response, I decided to pay the fee on Monday 8/8 to cancel my contract. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/03/2022

  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 utilized the service for the full 5 year period that I was under contract for which ended June 2022. I paid on time each month. At the end of my contract period my assumption was now paying month to month. As I was moving around that time, I attempted to contact Amp to cancel my services as I was moving. The tablet that ran the security system had been malfunctioning for several weeks and I was not in the position to purchase new equipment. Additionally, I was not sure what type of system would meet my needs at my new home. It took me several times to reach someone at Amp. I was transferred to a lady named ****** in the relocations department I believe. She informed me that Amp has auto renewed me for an additional year and I could not cancel. I asked to speak to her supervisor as she was getting hostile. She stated she had no supervisor and refused to let me speak to anyone else. She eventually hung up on me. I tried several more times to reach a supervisor to no avail. I attempted Amps social media including ******* and ********* I also utilized the fax number to fax a request for cancellation without any termination fee as I had fulfilled my original contract and was unaware of the auto renewal. The only response I have received was via ******** messenger. I have been told two days in a row the situation would be resolved by a customer service manager but he has failed to call me back at the promised time two days in a row. They also informed me they would only cancel f I paid a nearly $900 early termination fee due to the auto renewal I was unaware of. They provided me with a copy of the original contract filled out with the original salesman on a tablet. He explained different parts of the contract and had me initial after each explanation in a big box on the tablet. However, I did not see the full contract and was not provided a paper version. There was additional details in the full contract including an auto renewal clause. Please help.

  Business Response

  Date: 08/11/2022

  AMP provided all contractual agreements to the customer via his personal email. All contracts were facilitated by DocuSign and provided with timestamps and IP addresses. The customer was also given a 3 day grace ******* which provided ample opportunity for the customer to review the documents he signed and contact AMP with any questions/concerns or requests for cancellation.
  

  ************** law stipulates 1 year renewal periods. The customer agreed to the renewal clause in section D of the Monitoring Agreement. He initialed. We did not receive a formal cancellation notice prior to the renewal date.
  

  The customer has a balance accruing on his account. If a payment plan isnt set up, the account will be sent to 3rd party collections. The customer can contact ************ to make a payment. 

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17668364
  
  I am rejecting this response because:

   

  I have paid the early termination only due to the threat to turn my account over to collections which would ruin my credit rating   However, I WAS NOT made aware the auto renewal clause   When I signed up for the service the salesman had me initial on a box on a tablet but did not explain what I was initially as explicitly as Amp claims   I was a loyal steady customer for FIVE YEARS and there is zero reason that Amp couldnt cancel my service after I completed my initial contract  I have never been treated this badly by any company and will go out of my way to discourage anyone from using them including via social media   Amp does not care about their customers only gouging them for every last dime  

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