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:08/03/2022

  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.

  I started a contract with AMP Smart in 2017 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 after 6 months, and after repeated issues with the system I wanted to cancel and was informed of this. At that time, in ************************************************************************ 2022 and decided to pay out the remaining balance. Fast forward to this summer and I believed my contract would be up and I would have no charges. I was charged for July as well and my wife and I have since moved. I was given no communication or notice in regards to the renewal of my contract, and now the company tells me I have 3 options.:1. Sign over the service to the new owners of the home (Force the couple in the house into paying for the service)2. Pay an $1800 fee to cancel 3.Continue paying for the service for 5 more years My complaint is that I felt cheated by the promises of the company initially and still decided to pay for the contract for the remaining 4 years I had it, and now because of their mistake in not taking my verbal communication of not wanting my contract renewed, they want to force payment out of me. All I want is to cancel and not have to continue to pay for a service that doesn't work and that I do not like.

  Business Response

  Date: 08/10/2022

  We ask that the customer reach out to our loyalty department at ************. We have attempted to reach out multiple times but there is no answer. 

  Customer Answer

  Date: 08/10/2022

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

• Initial Complaint

  Date:08/02/2022

  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 have been with amp for about a year now and my equipment hasnt worked properly this entire time. I have had a tech come out, Ive made numerous calls to the tech department. They connect my cameras and then within a day they are disconnected again. I have requested a cancellation but they are refusing saying they just need to keep sending out techs and if I cancel I have to pay *******. The tech fixes are just temporary and I am just so tired of dealing with this I just want to return the equipment and move on with my life. Please help me get out of this contract! I cant just have endless techs coming to my house so that I can pay ***** a month for a no working system its just crazy!

  Business Response

  Date: 08/10/2022

  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 it states that the contract is for 60 months. 
  

  Regarding the camera issue that the customer is frustrated with, it may be due to the customer's internet package that they purchased through their provider. We have found that certain internet packages do not provide fast enough speed/broadband for some smart options. The customer may need to upgrade their internet package to one with stronger broadband and connectivity. AMP also offers repeater and/or mesh IQ devices, which help with the connectivity of the cameras to the router. 
  

  AMP will have a customer care agent contact Ms. ******** 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:08/02/2022

  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.

  I had them as an alarm company, signed a 5 year contract and then waited for the 5 years to be up but I was a month or two late when I tried to cancel and they just automatically renewed me into another 5 year contract without me knowing that. They want **** for me to not be on the contract. How is that even legal?

  Business Response

  Date: 08/10/2022

  AMP's ****************** will be reaching out to 

• Initial Complaint

  Date:07/27/2022

  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.

  We signed a contract with AMP Smart 5 years ago. We tried several times over the past couple of years to cancel our contract, but we were told we would have to pay between $1850- $1100 to cancel since we were in a 5 year contract. We elected to continue the service until our contract end date of August 12, 2022. Equipment is outdated and no longer usable. When we called back to cancel 15 days prior, they told us there was an autorenewal for another year unless cancellation was received in writing 30 days prior. Additionally, we were never notified that the contract was being renewed and at no time in any of the other calls were we advised there was an auto renewal. The "manager" we spoke with in the ****************** said there was nothing she could do to resolve the problem and we were stuck paying for another year.

  Business Response

  Date: 08/05/2022

  The contract will be fulfilled on 8/12/2022. AMP will close the account on that day. 

  Customer Answer

  Date: 08/06/2022

   
  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:07/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 21, 2022, I requested (by phone) that my service be canceled. I was told someone from another department would have to call me in 1-3 business days. I received that call on July 26 and it went into voice mail. I returned that call today. When I once again stated I wanted to cancel my service, I was told it automatically renewed on July 21 and to cancel I would have to pay $1850. In addition, I would have to give written notice. This was the first time I was told this. I have had this service since August 2017. Not sure how my renewal date was the first date I attempted to cancel the service. I would appreciate any assistance you can give me. This has been emotionally draining for me. I am a senior citizen and do not need the stress. Thank you in advance. ***********************

  Business Response

  Date: 08/05/2022

  The early termination fee is stipulated in section 11 of the Monitoring Agreement which the customer signed on the day of the sale. All contracts were provided to the customer via their personal email. Both contracts offered a 3 day right of rescission, which allows a cooling off period and gives the customer ability and time to review their contracts. It also provides time to contact AMP with any questions or concerns that they may have had. She did not reach out during that timeframe.

  Additionally, the customer initialed section D of the Monitoring Agreement, which stipulates the term length and the automatic renewal clause. Their initials indicate that they read, understood, and agreed to the terms listed within that section. It also informs the customer of how to cancel the automatic renewal. It states the procedure and requirements required. We did not receive notice by the customer a month prior to the renewal.