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:04/18/2024

  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 started my montoring service in summer 2023. I have had nothing but trouble with the system. I have called the company and spent hours troubleshooting problems. When they are unable to solve the problem. They want to charge me ***** for a technician to come to my house.

  Business Response

  Date: 04/23/2024

  Customers are responsible for regularly testing their equipment and ensuring that it is functioning properly. If they discover any issues, they should notify AMP. We offer free over-the-phone tech support,and if the customers desire, we can provide onsite support for a nominal fee as stipulated in Section 6.2 of the signed agreement.

  Customer Answer

  Date: 04/28/2024

   
  Complaint: 21595955
  
  I am rejecting this response because I have regularly tested my system and the problem was made worse by the online help. I was not able to get an onsite technician for over a week. I have been unable to to keep my family safe for a week. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/29/2024

  AMP's response remains the same. A tech went to the customers home today and all reported issues have been resolved. 

  Customer Answer

  Date: 04/30/2024

   
  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:04/15/2024

  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.

  Have a name under contract with no proof of the contract owner. ***** said person with 60 month contract. *******************************. Requesting to cancel contract due to fraud. All electronic signatures.

  Business Response

  Date: 04/16/2024

  The customer voluntarily provided their email address for signing the document and confirmed it during courtesy calls before and after the installation. AMP uses DocuSign, a service that complies with all applicable laws and is legally binding for electronic signatures.

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21578944
  
  I am rejecting this response because:
  ******************************* never responded or agreed to anything , the account holder. There needs to be written proof of ******************************* via signature or ID for contract agreements. Therefore contact is voided. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/17/2024

  AMPs response remains unchanged. 

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21578944
  
  I am rejecting this response because:

  When the business used said DocuSign they did not adhere to the proper authentication methods to use Docusign. This is done thru email address, DocuSign account, a one-time use access code, SMS and/or phone call authentication with a knowledge-based system where one has to answer questions about himself, and if all that isn't enough, identification can be achieved through notary. Which none of these were possible ******************************* didnt sign up for the account holder. Account needs to be canceled under falsified information.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/18/2024

  AMPs response remains unchanged.

• Initial Complaint

  Date:04/10/2024

  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 signed a 5 year contract with this company in May of 2018.I have contacted them several times in regards to cancelling my service, now that my 5 year contract is up. They have "auto renewed" my contract, and I am now stuck with another 5 year contract.I did not send in a written cancellation 30 days prior to the end of my contract, however, that does not constitute being stuck with another 5 year contract.The only option I have been given, is to pay off the contract, which is $60 per month for 5 years.Not a good company.

  Business Response

  Date: 04/11/2024

  AMP strongly disagrees with the customer's allegations. AMP ensured that all cancellation options and procedures were clearly outlined in the Monitoring Agreement, which the customer signed and initialed. The term length and cancellation procedures were specified in Section D, while ********** outlined the early termination fee ("ETF"). By signing and initialing the agreement, the customer confirmed that they had fully read and understood its terms and conditions. Furthermore, the cancellation terms were explained multiple times through the contracts, and by the loyalty/collection teams. AMP also made a courtesy call to the customer regarding the end of the term in October 2023, but unfortunately, the customer did not pick up, and AMP left a message.
  
  The customer stopped making payments on their agreement in January 2024. AMP attempted to contact the customer several times through email, postal mail, and phone calls regarding the balance, but they refused to make their payments on time. Currently, the customer has an outstanding balance of $279.12. If the customer wishes to terminate their contract before the end of the term, they will be required to pay the early termination fee.

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21557246
  
  I am rejecting this response because:  This has nothing to do with an "auto renewal" that has now roped me into another 5 year contract.

  I can send a written cancellation request (if that is necessary), and we can all move on like a typical contract would entail.  However, assuming that I will be resuming another 5 year contract, with no way out of it without paying the expensive "termination fees" is very deceptive and a borderline scam.

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

• Initial Complaint

  Date:03/29/2024

  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.

  Initial term if agreement was for a duration of 60 months in which there would be an automatic payment directly from my checking account. This term agreement started on July 31 2018. Amp smart is a home security service of which I used up until I sold the home in May of 2022. I informed the company that I was selling the home and no longer needed the service, their representative informed me that I must honor the full length of the 60 months term regardless of no longer using the service. I continued to make the payments and attempted to end the agreement with the company after the 60 month term was payed in full. The representative told me their was no one available to take care of my request at that time but someone would reach out to me within 3 business days. No one ever attempted to reach out to me so I stopped the payment through my bank. The company has now had the audacity to make a collections claim of $3030.95. I owe them nothing. I payed the company for a total of 69 months, 12 months of which I did not use their services. This has now been added to my credit report. This company has a history of these business tactics and it is unlawful and unethical.

  Business Response

  Date: 04/04/2024

  AMP completely disagrees with the customer's allegations. AMP made sure to outline all cancellation options and procedures in the Monitoring Agreement, which the customer signed and initialed. Section D specifies the term length, while Section 11 outlines the early termination fee ("ETF"). By signing and initialing the agreement, the customer confirmed that they had fully read and understood its terms and conditions.Additionally, the cancellation terms were explained multiple times through the contracts and by the loyalty/collection teams.
  
  The customer stopped making payments on their ******** agreement in April 2023, before the end of their contract term. AMP attempted to contact the customer several times through email, postal mail, and phone calls regarding the balance, but they refused to make their payments on time. Consequently, the account was sent to third-party collections. It is apparent that the customer did not make an effort to familiarize themselves with the cancellation terms in section 11.
  
  This account is no longer with AMP. If the customer requires any further assistance, they should contact *************************************************.

• Initial Complaint

  Date:03/25/2024

  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.

  The company practices bullying, coercion, and harassment in pushing their products and sales. I have been with this company for years and found it quite peculiar starting in December when I expeienced a coincidental issue with my doorbell camera where it was not working, but all other devices were. Called the service provider AmpSmart and was immediately advised that my equipment needed to be upgaded. I was advised that I was eligible for a FREE upgrade as a loyalty customer. I declined. The system can be troubleshot remotely, but they kept insisting on sending out a service rep. I still declined. A few weeks later, I received a visit supposedly from a security system agent who persisitently came to my home 3 times trying to coerce me into signing an agreement for a new security system. The next thing I knew, my monthly monitoring service price was increased with no prior notification. I paid my regular fee, then noticed in February that they tacked the balance on to my next bill. I called for the 10th time discussing the numerous calls previously made to them and asking for an explanation as to why my bill inceased after declining their FREE upgrade to my system offer. I was then told that this was an inflation hike and still advised on a system upgrade plus signing a new five-year contract. i am so over this company and their crookedness. I don't know which way to turn.

  Business Response

  Date: 03/21/2024

  Hello,

  We would dispute the attribution of this complaint to Alarm.com. ******************** complaint is about the service and contract practices of AMP Smart that Alarm.com is not a party to. AMP Smart uses Alarm.com as one of many services they provide to their customers, but ****************** does not have a contract for services with Alarm.com. We would request that this complaint is transferred to AMP Smarts BBB profile to allow for more complete resolution.

  Best Regards,
  *************************
  Support Manager
  Alarm.com

  Business Response

  Date: 04/04/2024

  AMP denies the claim that they use bullying, coercion, and harassment to promote their products and sales. In an effort to ensure that a customer's equipment is functioning properly, AMP offered to upgrade some of the aging equipment.Section 8 of the Monitoring Agreement mentions that the System includes components that are subject to aging and could potentially fail at any time.When a customer chooses to upgrade their equipment, they are given the option to either purchase the equipment or sign a contract addendum to extend the terms of their agreement in exchange for upgraded equipment. These options were presented to the customer in November 2023.
  
  AMP is currently experiencing an increase in rates from their vendors and partners. Due to inflation and the economic changes in the country, both monitoring and equipment costs, as well as insurance and credit card processing, have raised their rates. In section C of the Monitoring Agreement, it states that they can raise the rates due to taxes and fees, and the customer agreed to this clause.

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21346301
  
  I am rejecting this response because:I know for a fact that I was being harassed and contacted about upgrading my system. If they had been upfront and honest from the beginning, then there would not have been a reason for this complaint, but instead they gaslighted the whole situation beginning with disrupting my doorbell camera to push me into upgrading my equipment (hence, signing up for another five year contract).

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

• Initial Complaint

  Date:03/20/2024

  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 am 85 years old. I signed up with Amp in April of 2017. I canceled the service on 1.1.24, as I was moving into my daughter's home. I was told I had another 5 years on my contract. They are auto debiting my account $70. But I do not have any of their services. I would like them to cancel the contract, penalty free, report nothing to the credit reporting agencies, send nothing to collections and confirm same in writing. Thank you.

  Business Response

  Date: 03/29/2024

  AMP will be in contact with the customer. 

• Initial Complaint

  Date:03/18/2024

  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.

  On 2/21/2024, I contacted *** by phone to inform them that I had removed their equipment and no longer desired their services. I was told that I would only be allowed to discontinue their services if I paid them $1,800 to be released from their 5 year contract. I felt pressured into resuming this contract in exchange for replacement of a doorbell camera which had been defective off and on the 5 years previously on my old contact. The *** repairman said the original cameras were lousy but the recommended camera would cost me over $200 unless I renewed my 5 year contract. I have since learned that this is a repeated ploy to lock customers in to renewing expired contacts. I informed the *** phone respondent that I would resist this demand and continued to insist on discontinuation of *** services. I also sent a certified letter insisting on the termination of *** services and objecting to their manipulative practices. Despite these contacts by me, I have received two calls in the last two weeks insisting on the $79 monthly fee, claiming not to know that I had not received services from them since 2/21/24, but then threatening to call me every week with interest until the monthly fee is paid. They are continuing to harass me on a weekly basis. They claim an A+ BBB rating but I see that is also untrue and the mailing address they provided was not deliverable by the certified letter I sent, adding to their deception. *** is a manipulative and deceptive company which I would discourage anyone from using.

  Business Response

  Date: 03/28/2024

  AMP is committed to delivering exceptional service and support to our customers. We provide an equipment warranty that covers any product defects and allows for repair or replacement with like-for-like parts. Additionally, we offer free over-the-phone technical support to help customers with any issues they may encounter. For those who require hands-on assistance, we have a team of technicians available for on-site help for a nominal fee, helping to troubleshoot and resolve any problems. If a customer wishes to upgrade their equipment, they are informed that they can either purchase the equipment or sign a contract addendum. On February 8, 2022, the customer chose the latter option and signed the contract addendum to upgrade their camera.
  This agreement was made in good faith, with the customer's signature indicating that they understood the terms of the agreement and that they would comply with the covenant. Adhering to the contract's terms, including cancellation, is part of that covenant. How is AMP supposed to disregard the signed agreement?
  If the customer wishes to terminate their contract before the end of the term, they will be required to pay the early termination fee. As of now, the customer has a balance of $181.56. AMP proposes to send a technician to the customer's residence to ensure that the equipment is functioning properly.

• Initial Complaint

  Date:03/13/2024

  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 purchased a security system from AMP
  On a Friday evening we opened the door to leave and the alarm was triggered we went to the keypad to enter the code
  However the keypad was non functioning
  We received a call from AMP they said they had no technician on call no one would be in the office until Monday morning
  So everyone’s cover the weekend we wanted to open any door we should call amp and let them lnowit was us activating the alarm
  They also said they could see the keypad want working
  
  I disrngaged the system so we could open doors
  I heard nothing from amp from that night in main 12/29 we noticed they were still taking money from our account
  On 12/29 I spoke with several folks finally I received a text saying we were unsubscribed yet in Jan and feb the again took money from our account
  3/13 I spoke to four different finally I was told it would cost us $1800 to cancel
  Several times I asked to speak to the mgr
  Two folks said there was no onesie douldapeak with
  Onesie say he had a mgr burgers me the mgr does not take calls.
  I requested to cancellation form he said we could do it over the phone I said no we had blocked them at the bank I would prefer a hard copy be mailed he said I’ll email it
  I said ok but I’d also like a hard copy
  He said don’t you have capability of receiving an email
  I said I’d however I’d like a hard copy as well he said why
  I said because I do
  I said ok you can either have it emailed or hard copy I said both he said they could only do one
  I said hard copy
  Very poor service
  They knew the system wasn’t working
  They did nothing to resolve the issue yet continues. Charging

  Business Response

  Date: 03/26/2024

  As per the signed
  agreement, it is the responsibility of the customer to regularly test their
  equipment and ensure that it is functioning properly. In case they come across
  any issues, they should notify AMP immediately. We offer free over-the-phone
  tech support, and if the customer requests, we can provide onsite support for a
  nominal fee.
  
  On December 29, 2023,
  AMP offered the customer over-the-phone tech support, but they declined. We
  made additional attempts to contact the customer on December 30, 2023, and
  January 9, 2023.
  
  If the customer wishes
  to cancel prior to the end of their current contract term, they would need to
  pay the early cancellation fee.

• Initial Complaint

  Date:03/12/2024

  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.

  The company used bait and switch tactics to not inform me about hidden information about a 5 year contract. and has yet to deliver property working equipment. and will not allow me to cancel without buying out the rest of the contract. A violent rime was committed in my front yard and the camera failed to catch it.

  Business Response

  Date: 03/26/2024

  AMP prioritizes transparency when entering
  monitoring agreements with its customers. Several
  measures have been implemented to ensure that customers understand their
  contractual obligations. Firstly, customers must initial next to the contract
  term length and sign at the bottom to confirm their comprehension and agreement
  with the terms. Secondly, a recorded phone call verifies the customer's
  understanding of the 60-month term, as confirmed by the customer saying, "Yes,
  mam." Thirdly, a 3-day right of rescission allows customers to review
  their contract, test the system, and raise concerns. No concerns or complaints
  were raised during this period. Should they decide to cancel within this
  period, they may do so without penalty. This customer placed their initials
  next to the term length and signed at the bottom of the agreement, indicating
  they understood the agreement they were entering.

  
  Customers are responsible for regularly testing their equipment and
  ensuring that it is functioning properly. If they discover any issues, they
  should notify AMP. We offer free over-the-phone tech support, and if the
  customers desire, we can provide onsite support for a nominal fee. The most
  recent notification we received from the customer regarding issues with their
  system was in July 2023, and we were able to resolve it on August 11, 2023.

  Customer Answer

  Date: 03/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Verbal inquiry was made about the cancel stipulations to the salesperson who assured me that there were no stipulations on contract length, and that the company would work with me in cases that I would need to cancel. the system was being installed after 10pm at night and this was used a tactic to not give me proper time to read everything. On the phone I only agreed to understandable what I was told and the salesman did lie when saying he answered all my questions.. AMP smart has yet to resolve any issues I have, only stating that I would receive new equipment but never getting back to me for protracted periods of time. This was in bad faith and used predatory practices.

   

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

  Business Response

  Date: 03/29/2024

  AMPs response remains unchanged. 

• Initial Complaint

  Date:03/05/2024

  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 signed a contract with Titanium in 2021. My contract ran out before Titanium was bought out by AMP. However, my account was automatically deducted the price of the security amount of *****. This was not alarming to me at first, because it was still showing up as a Titanium withdrawal. However, as soon as AMP bought Titanium out they increased the monthly fee to *****. It was then that I called to cancel the service. The customer service representative said we were no longer under a contract. However, I must give a written letter saying that I no longer wanted the service. I did this. However, my account continued to be charged. I called an AMP representative and was rudely talked to. Therefore, I canceled the card that the payment was being pulled from. I received 3 more phone calls and during all 3 I reminded them that I no longer wanted the service. I was told that it would be cancelled and it was not. I receive a collection phone call from AMP saying that I owe for 3 months and would have to pay for the current month I am in even when I have told multiple times that I do not want the service. I did pay the final bill and received a cancellation confirmation number. I believe that I should be compensated for the ****** that I paid to cancel with a company that I had no idea was associated with Titanium.

  Business Response

  Date: 03/14/2024

  The contract renewal occurred in accordance with section 3 of the customer-signed Monitoring Agreement, which stipulates that This Agreement shall continue for an initial term of 36 months (Initial Term) unless earlier terminated pursuant to the provisions hereof, and shall thereafter automatically renew on a month-to-month basis (Renewal Term). Customer may cancel this Agreement by sending a signed request for cancellation to Company which includes Customers name, address,account number, and password at least thirty (30) days before the end of the then-current term. Regrettably, despite the customer initialing this section,they failed to provide the required notice to cancel and accordingly their agreement was set to a month-to-month autorenewal.