Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  False information when asked to sign a completed 'work order'.

  Business response

  01/08/2025

  Titanium Solar is committed to transparency and clarity in all contractual agreements with our customers. We strive to ensure that the terms and conditions of our agreements are presented clearly and comprehensively.

  By signing the agreement, customers confirm that they have read and understood the terms and conditions. This mutual understanding forms the basis of the contractual obligations for both parties.

  In this specific instance, the title of the agreement, "Monitoring Agreement Addendum," was circled for emphasis to ensure it stood out within the document. This measure was taken to promote clarity and assist the customer in recognizing key aspects of the agreement.

  If the customer would like to cancel the services before the end of the current term, they will need to pay the early termination fee stipulated in Section 8 of their Monitoring Agreement or find someone else to take over their contract. 

  Customer response

  01/08/2025

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

  The addendum portion of this document was not circled at the time of signing and as I originally stated, I was advised that signing the document was in agreement that the specific work on this work order had been completed. According to the technician who completed the work & presented the document for signing - the ONLY thing I was agreeing to was that the work on this work order was completed. There was no indication that I was renewing my contract for another 60 months. Their equipment had failed, that was not my responsibility, it was their responsibility to provide working equipment. I was under the understanding that they were only repairing their failed equipment. I was paying my monthly monitoring fee as per the agreement. I should not need to be responsible for paying fees for monitoring a home that I no longer own. The current homeowner is not interested in taking over the contract. Considering the way I have been treated, I cannot recommend using this company. Their business practices are not transparent - instead they are manipulative and deceitful.   

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

  Business response

  01/10/2025

  AMPs response remains unchanged. 

  Customer response

  01/13/2025

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

  I still have the same reasons as my first response to reject AMP Smart's response. They have not made any effort to work with me to resolve the issue.

  I still reject their response.   
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/02/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I attempted to terminate my contract with Ampsmart when moving houses in 2019. I did not want to pay the early termination fee at the time. I thought my agreement would be up in a year, but it was extended without my extent through June 2025. They claim they reached out to me, but I did not receive any calls or emails from the company. From the time I left the address with the security system in place until now, I have had $5,670 withdrawn from my bank account without my consent. I would like to have that money credited back to my account as I thought my contract had expired and I had not been using the service for years. This is fraudulent activity specifically praying on unsuspecting consumers. It is commonly found online as a complaint about this company.

  Business response

  01/03/2025

  AMP respectfully disagrees with the customers claims. To ensure transparency and compliance, AMP utilized DocuSign, a widely recognized and reliable e-signature platform that adheres to state and federal e-signature laws. All relevant documents for the customers Monitoring Agreement and contract addendum were sent to their email, ********************** for review and signature. Upon completion, ******** automatically provided the customer with a signed copy for their records.
  The customer explicitly initialed and signed the agreement, signifying their acknowledgment and acceptance of the terms. Notably, Section D, which outlines the autorenewal and end or term cancelation terms, requires an initial for confirmation. This section is presented in all-capitalized lettering to emphasize its importance and clearly states the contract's autorenewal and end-of-term cancelation terms.
  Additionally, Section 11, written in bold for emphasis, specifies the early termination fee applicable for cancellations before the current contract term ends.
  AMP offers a three-day right of rescission, providing customers ample time to review their agreement, test their equipment, and cancel without penalties. The customer did not exercise this right during the rescission period or raise any concerns.
  If the customer wishes to terminate the agreement prematurely, the early termination fee, as outlined in the contract, will apply.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My monthly price was raised without any notification electronically or paper. When I called to ask about why my payment went up and they said “because costs are rising” ok. But I got no notification of the price increase. When I asked why, I was told “they didn’t have time to send the emails out.” When I decided I wanted out of this contract, I was told I automatically renewed in October of last year. I got no email or written notification of my contract renewing. They also told me this in October of 2022 when I asked for a copy of my contract. Both contracts I have received from this company are dated 2014 and 2020. I spoke with Rachel today who said I renewed for 18 months in 2020. That was when I moved my alarm system to a new home. So that contract would have expired in May of 2022. How am I still under contract? I want out. Please help. This is predatory. They’re telling me I have to pay $1850.00 to get out of this contract.

  Business response

  12/19/2024

  AMP respectfully disagrees with the customer’s claims. Upon signing and initialing the monitoring agreement, the customer indicated their understanding and acceptance of the contract’s terms and conditions. To ensure the customer had sufficient time to review and understand the contract, they were provided with a three-day right of rescission, during which they could review the agreement and cancel without penalty. The customer raised no concerns during this period.
  AMP has had to adjust its rates over the past year due to inflation and economic changes in the country. We are experiencing increased costs from our vendors and partners, affecting various aspects such as monitoring, equipment, insurance, and credit card processing. Despite these challenges, we have made only minimal increases to our customers' rates. For more details, please review Section C:3 of the Monitoring Agreement.
  The contract addendum, which the customer signed, clearly states the extension of the customer’s contract in Section D. This section explicitly outlines the terms of the contract extension. We encourage customers to familiarize themselves with these details as part of their responsibility within the contractual relationship.
  If the customer wishes to cancel their agreement prior to the end of its term they will need to pay the Early termination fee stipulated in Section's 8 or 11 of the customer's signed contacts. 

  Customer response

  12/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was told on Tuesday, by Rachel that when I moved in 2020, I agreed to extend my contract for an extra 18 months. 
  I called in 2022 to discuss my contract and was told it had automatically renewed in October of 2022 for another 48 months.

  I emailed customer service then because I was having problems. Attached are screenshots from that email, that I emailed to their customer service address...that they blocked me on instead of replying. 

  I am happy to forward ALL of my attempts to communicate over the past several years. 
  They are not being truthful about my MULTIPLE attempts to get out of this contract. 

  
  Sincerely,
  
  **** *****

  Business response

  12/20/2024

  AMPs response remains unchanged. If the customer would like to reach out customer service, they can contact us by phone at ###-###-#### or email at ******************************

  Customer response

  12/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: I paid $1850 to get out of this contract. For 10 years, every automatic payment has said AMPsmart on my bank records. Who is signature sha services? I was a happy customer with AMPsmart for many years. I hadn't attempted to make a complaint in two years because I was trying to wait out my contract for the time they told me it would be up. Only to find my contract had been renewed and the price had gone up. They did not send any form of correspondence to let me know it would automatically renew and that the price would go up. As most of us do, I have many automatic payments and memberships. THEY ALL SEND CORRESPONDENCE ABOUT PRICE INCREASES AND AUTOMATIC RENEWALS. 
  If the company aren't being financial predators, they would be recording all their calls like every other company does. If I was being recorded on my calls, I was not made aware of it. If my calls to complain to the company were recorded, I invite this company to be more transparent and bring that information to light. 
  
  Sincerely,
  
  **** *****

  Business response

  12/23/2024

  AMPs response remains unchanged.

  Customer response

  12/31/2024

  
  Complaint: ********
  
  I am rejecting this response because: Now, they've cut off my alarm service, though they auto drafted for this month just a few days before all of this started. 
  
  Sincerely,
  
  **** *****

  Business response

  01/02/2025

  AMP encourages the customer to review Section 8 or Section 11 of their signed contract, which outlines the customer's agreement to pay any outstanding amounts and the referenced termination fee.
  

  Customer response

  01/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: Both items the sent for me to "review" are from 2018 and 2020. These have my old address that I have not lived at or had services at since 2020. The old address is incorrect as well. There is no mention of my current address in any of the correspondence that has been sent to this conversation or to any personal correspondence. They have also cut off my services even though I was paid up until mid January. They cut off my alarm services on Christmas Eve. Leaving me to scramble for home security solutions during peak holiday time. 
  The fact that this company has done nothing to help resolve this is not okay. They're either ignoring the things that I'm directly asking about, or throwing OLD contracts that they said renewed in 2023, but have yet to pull those out. This is not a business. This is a scam. My system hadn't worked correctly in years. Every time I called, they never sent anyone out, and every time I asked about my contract ending, they would tell me it automatically renewed a month or so before I called. Clearly, if that was true, they would share those contracts. They would send correspondence to let you know...like every other business that is legit does. 
  
  Sincerely,
  
  **** *****

  Business response

  01/07/2025

  Upon payment of the early termination fee, the customer's services with AMP were effectively canceled. The most recent interaction between the customer and AMP regarding the functionality of their system occurred on June 21, 2023. During this interaction, the customer was advised that one of their sensors required a battery replacement and was informed that the responsibility for replacing the batteries would rest with them.

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a home security system with AmpSmart. The system is constantly not working, I've got to bypass.2 doors to.even set the alarm, which completely makes the system useless. I've tried to cancel twice, both times I was told my contract was automatically renewed for 5 years and to cancel I'd owe.almost $2,000! They claim I gave concent but I don't remember ever giving concent, now I'm stuck in a contract until.2026. I'm also being charged $20+ more per month more than I was when I signed up. This company scamming its customers and knows there's nothing we can do about it.

  Business response

  12/16/2024

  AMP respectfully disagrees with the customers claims. Customers are responsible for regularly testing their equipment to ensure it functions properly. If any issues are identified, it is their responsibility to notify ***. We offer free over-the-phone technical support, and for those who prefer in-person assistance, onsite support is available for a nominal fee.
  Regarding the price increase, AMP adjusted its rates over the past year due to inflation and economic changes. Rising costs from our vendors and partnerscovering areas such as monitoring, equipment, insurance, and credit card processinghave impacted our operations. Despite this, we have implemented only minimal increases to customer rates. For more information, please refer to Section C:3 of the Monitoring Agreement.
  As for the contract addendum, the customers signature confirms their agreement to the extension of their contract. Section D of the addendum explicitly outlines the terms of the extension. We encourage customers to carefully review these details as part of their contractual responsibilities.
  Additionally, *** provides a three-day right of rescission, allowing customers to review their contract and cancel without penalty during this period. The customer did not raise any concerns during this timeframe.
  The customer is currently scheduled for a technician visit at their home on January 2, 2025.

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been loyal customers of ******************** for over 10 years, but our recent experience has been disappointing. We have been trying to cancel service for over 3 weeks at my mother-in-law's home. She had to move for medical reasons, and every time we tried to cancel, they came up with a different request. They make it impossible to cancel and are unwilling to help or assist. We have called and emailed many times and have yet to receive action. The home has been empty for several weeks and is on the market to sell, and they refuse to cancel the service. I would avoid AMP Smart due to customer service and inconsistent communication.

  Business response

  12/16/2024

  Customer not found. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AMP Smart purchased out my current provider. Since they have taken over from Titanium I have had the following issues: 1) Inability to answer basic technical questions on my 2GIG Edge Alarm Panel, requiring me to contact the manufacture directly. 2) Extensive wait times to reach a representative 3) The Doorbell Camera began working intermittently. 4) The panel and CO Detector failed I spoke with the company (Miguel) who confirmed that the equipment needed to be replaced. He offered to upgrade to a new system. When I spoke with him a few days later to finalize, he stated that the company to honor their agreement. Due to all of the above, I researched other alarm companies and when I called to cancel the service, they informed me that they would still assess a $334 early termination fee. Give the poor customer service and the refusal to honor the commitment that they made to upgrade the system, they should NOT enforce the early termination fee.

  Business response

  12/12/2024

  AMP will reach out to the customer. 

• Initial Complaint

  11/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our system has not been working properly since Sept/October of 2024. A tech was sent out and fixed 1 issue. We mentioned the other issue. He said he did not have a ladder to fix issue. Would have to come back. I recalled Amp Smart. I was put on hold several times for very long times. Told scheduling would call me back. They call back. Put me on hold again. This has gone back and forth for months! The last 2 times I called I asked for them to adjust my bill since it is not working! I would stay with them just take the piece of equipment that is not working off of my bill.They said they cannot adjust until its fixed but they cannot seem to get out and fix it! I have quit answering their calls. They never have a resolution. Terrible time getting tech support . They even asked me if I could get on a ladder and reset things while on the phone with them. Due to a change in **************** and poor equipment constantly not even working I want to cancel. Was told I'm under contract until 2026. Today when asked to cancel they sent me a contract extension I have no record of. I have a contract dated 2015. This is from 2021 with a clause its a 60 month contract that automatically renews. I must pay $1000 to cancel. Equipment is not working. Why must I stay with them? It is NOT working properly and there is no sense of urgency to fix it! I have been a customer since 2015 but I am done with this company. It has changed in 2024. Terrible customer service, equipment breaking all the time.

  Business response

  11/21/2024

  AMP respectfully disagrees with the customers claims. AMP used DocuSign to collect the customers e-signature, as it is a reliable and trusted service compliant with state and federal e-signature laws. All documents for the customers Monitoring Agreement and contract addendum were sent to the customers email, ***********************************,for signing. Once signed, ******** automatically sent a copy to the customer for their records.

  When signing the agreement, the customer initialed and signed the agreement, indicating they had read and agreed to the terms. The sections relevant to the customers complaint include Section 6, which outlines the ************** plan and specifies which equipment is covered and which is not. Section 10 states that system maintenance is the customers responsibility. Section 11, in bold lettering,details the early termination fee for canceling before the end of the contract term.

  *** provides its customers with a three-day right of rescission, giving them sufficient time to review the agreement, test their equipment, and cancel without penalty. The customer did not raise any concerns during this period. On April 12, 2021, the customer signed a contract addendum agreeing to extend their services in exchange for new equipment.

  If the customer wishes to cancel before the end of their term, they will need to pay the early termination fee. *** will reach out to the customer to offer a service technician.

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company did not hold up services and was requested on multiple occasions to cancel contract. When terms were up of the 60 month contract they auto renewed the contract for 60 months without any notification. This is illegal for any context over 12 months.

  Business response

  11/18/2024

  AMP disagrees with the customer's allegation. *** came to a satisfactory resolution to this matter 11/11/2024.

  Customer response

  11/18/2024

   
  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

  10/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Trying to cancel AMP Smart security, effective September 28, 2024. Told I owed $1850 due to an extension of contract . I was not aware of this extension. They sent me a copy of work order I had signed in Jan 2022. I was not made aware of the SMALL print stating my contract was renewed, and I did not get a copy of the document at the time. They sent me an invoice #******* for $1850 to cancel my service. I sent them a check first of Oct to cancel service. After many phone calls, check has not been cashed and I have received no information stating my service cancelled. Was told by phone on Oct 10 check had been received. Company is still charging monthly fee while providing no service! I want to cancel service and debate charges.

  Business response

  10/22/2024

  *** disagrees with the allegations. It is a standard business practice to provide copies of all signed documents to the customer for their records. *** will reach out to the customer. 

  Customer response

  10/22/2024

   
  Complaint: 22440387
  
  I am rejecting this response because: I did NOT receive a copy, I have received no contact from company, and I have received no notice of cancellation!
  
  Sincerely,
  
  ***** ******

  Business response

  10/29/2024

  The customer's account was effectively cancelled 10/23/2024. 

  Customer response

  10/30/2024

   
  Complaint: 22440387
  
  I am rejecting this response because: still received no communication from AMP Smart confirming cancellation. I am through trying to communicate with them. My 6 years as a customer has resulted in many issues and this will be only one more. Glad to not be doing business with them anymore even though it has cost me significantly. I would not recommend their security service!
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Equipment is not working. I have spoke with *** representatives that have came to my door. They said that they would have a technician come fix the problems. They would set a date and time requiering me to take time off work. Only to have no one show up. On August 29 2023 an AMP employee by the name of ***** came to my house he also said he would be sending an technician to fix the problems. Set up a date August 30 at 6:30pm no one showed up. On October 2 2024 I call ***, and explained the situation. I asked that there services be terminated . I was advised that they have no records of any complaints or requests for service they stated that it would be almost ********************************************************************************************** over to a service technician. After being transferred to the service department they said they could not find a technician and would have to call back later. Yet agin a phone call that never came.

  Business response

  10/03/2024

  We apologize for the inconvenience and frustration the customer has experienced in trying to schedule a service appointment. We understand how important it is to have a functioning system, and we take these concerns seriously.

  To clarify, AMP offers a ************** Plan, which covers manufacturing defects for customers ********************** systems. The customer enrolled in the ************** Plan when signing up for our services. As outlined in Section 6.3 of the signed agreement,customers must contact our recorded customer service line to request service.Unfortunately, our records show that we did not receive any service requests from the customer until October 2, 2024.

  At that time,over-the-phone technical support was offered, but the customer declined. *** then scheduled a technician for October 9, 2024, to address the reported issues.

  Regarding the request to terminate services, as per Section 11 of the signed agreement, an Early Termination Fee (ETF) applies if the customer chooses to cancel services before the contract term ends. The customer was also provided with a three-day right of rescission, which allowed them review and cancel the contract without penalty within three business days of signing. As this period has passed, if the customer wishes to terminate the contract now, the *** will need to be paid in accordance with the terms agreed upon.

  We appreciate the opportunity to clarify these matters and are committed to resolving the service concerns promptly. Should the customer have any further questions or need assistance, we are here to help.

*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. ↩