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.

close

Find a Location

AMP Security, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer since 2016, initially under Titanium Security before it switched to AMP Smart. My last contract was set to end in February 2025. However, when I inquired about cancellation, I was informed that my contract had converted to a month-to-month plan and that I needed to email [email protected] to cancel. Following these instructions, I sent my cancellation request on February 28, 2025. I was assured that my service would end around March 15th. However, as of today, March 17th, my service is still active. When I called for clarification, I was unexpectedly told that I now need to send a letter to complete the cancellation process. This contradicts the original instructions I received. I expect AMP Smart to honor its prior directive that an email request was sufficient for cancellation. Please process my cancellation immediately, effective as of my initial request date. I also request written confirmation of the termination. Thank you for your prompt attention to this matter.

  Business Response

  Date: 03/18/2025

  We appreciate your feedback and will look into this matter. Please contact us by phone at 800.817.3918. We ask that you reference this review and provide your contact information, so that we can easily locate your account and assist you quickly. We appreciate your business and want to help resolve any frustrations that you may have. 

• Initial Complaint

  Date:03/13/2025

  Type:Customer Service 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 had security service through them for years and had some issues come up recently to where I had to reach out to customer service. Upon calling customer service, u are put into a call queue saying however many people are in front of u and then when it gets to u it tells u no one is available and asks u to leave a message or email them....I have done BOTH on several occasions over a span of several days. Meanwhile I can't secure my home until they send out a tech. I have had issues in the past where it takes them weeks to get out here, swell as faulty equipment that malfunctions to no fault of ours. There was one time I went almost 2 months w no service even after several techs came out and was only offered a $5 discount for 2mobths of no service. I have 3 cameras to where only 1 is working right now due to a storm recently and now I can't even reach customer service. I'm frustrated with the whole experience. My service is also supposed to INCLUDE my doorbell monitoring but after they switched the doorbell now I'm stuck paying RING for yearly monitoring fees as well as my usual monthly fee for amp smart. I have been with them since before they changed names the first time. It seems like they just keep switching names and doing the same bs. Upon reading over all the complaints, I would like to see how to NOT be included in the auto-renewal as well. I will be discontinuing my service ****. I would like for someone to reach out to me and let me know what's going on--with my account, service, and their horrible customer service.

  Business Response

  Date: 03/13/2025

  Please contact us by phone at ************. We ask that you reference this complaint and provide your contact information, so that we can easily locate your account and assist you quickly. We appreciate your business and want to help resolve any frustrations that you may have. 

• Initial Complaint

  Date:03/13/2025

  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.

  This business continues to charge me more than what was contracted and raises rates spuriously. Their website account login is a "bad gateway". Numerous calls and emails have been left unanswered. I am at the near the end of my indenture with this "company". I DO NOT WANT ANY TYPE OF RENEWAL AND I WANT THEM TO ACKNOWLEDGE WHEN THEY WILL PICK UP THEIR MACHINERY. I WANT THEM TO CEASE AND DESIST ALL CHARGES AFTER THE END OF CONTRACT BECAUSE THEY PROVIDE ZERO SERVICE OR CUSTOMER SERVICE. Their lack of service to the contract constitutes theft yet they have threatened me with cancellation fees for the services they do not provide. They do not act in good faith.

  Business Response

  Date: 03/13/2025

  Please contact us by phone at 800.817.3918. We ask that you reference this complaint and provide your contact information, so that we can easily locate your account and assist you quickly. We appreciate your business and want to help resolve any frustrations that you may have. 

• Initial Complaint

  Date:03/06/2025

  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 AMP SMART, that contract was up last year - 2024. When I called in October the male representative I spoke with said that I was autorenewed into another year that would be up in March of 2025. I was told that I had to email thier customer service department to request cancelation in "writing". I did this, twice and got a response, a confirmation for cancelation. I called thier 800 number Tuesday, March 4th. The representative refused to assist me. She said that I was renewed until March of 2026. I explained to her the situation she refused to cancel the service. She also stated that they switched to a new system and could not even see when my original contract began. She told me to email again. I have now emailed 4 times with zero response. The equipment they give you only has a 90 day warranty, while being locked into a 5 year contract. Of your equipment breaks or is faulty like mine, the only way that they fix it is by entering another 5 year contract. I want my account closed and no affiliation with this company. They are shady and no not care about thier customers. It is completely unacceptable that my contract is in fact up and she cannot even see when my contract began. (It began before COVID....)

  Business Response

  Date: 03/06/2025

  We appreciate your feedback and will look into this matter. Please contact us by phone at ************. We ask that you reference this complaint and provide your contact information, so that we can easily locate your account and assist you quickly. We appreciate your business and want to help resolve any frustrations that you may have. 

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23028100
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 03/07/2025

  That is the same generic response that they provide to any review or complaint. I call the number and they will not help.

  Business Response

  Date: 03/10/2025

  Please note that *** no longer owns the account; it is now owned by **** and serviced by *********. For assistance, please call ************.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23028100
  
  I am rejecting this response because:
  

  This does not solve my problem. I also was not notified of the company changing. Again, totally unacceptable. Just another automated response. 

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

  Business Response

  Date: 03/12/2025

  AMP's response remains unchanged. 

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23028100
  
  I am rejecting this response because:

  At this point I have emailed this company 10, yes, TEN times in the last week with ZERO response. I have called 3 times and have been told ALL THREE TIMES that they CANNOT help me due to system changes. Today I was told that my email request to cancel is no longer valid and to send in a HAND WRITTEN LETTER. It is 2025, this is totally unacceptable. I did validate TODAY that my contract is up on March 26th. I want my account CLOSED. IMMEDIATELY. 

   

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

• Initial Complaint

  Date:03/04/2025

  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 am so very angry right now. So my router went out. Last time tech very helpful. Not today **** was smart A. I know I am frustrated. Last time tech was very helpful walked through getting my system connected.He did not help 2 ********** contract isn't up until September. He won't help me on phone. He gives me 2 options . I have to renew my contract 6 months early to get a tech and they have to come here or pay the ******* *****. I am elderly and without service with health issues. I never ever had problems with tech with ADT or prior Amp walking me through it. I have no coverage and kids outside up to no goid. Very angry .They also never correct my account info when asked. I have been auto paying my service since those guys came to my doie but they put it in my mom's name . Very angry today! BBB here I come

  Business Response

  Date: 03/06/2025

  We appreciate your feedback and will look into this matter. Please contact us by phone at ************. We ask that you reference this complaint and provide your contact information, so that we can easily locate your account and assist you quickly. We appreciate your business and want to help resolve any frustrations that you may have. 

• Initial Complaint

  Date:02/25/2025

  Type:Customer Service 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 a system with them, and it has never worked correctly. My equipment is horrible and the customer service department is rude and horrible. My equipment never works you call them they wont help you. They wrangle you into to buying new things. They wont help you at all.

  Business Response

  Date: 03/06/2025

  We appreciate your feedback and will look into this matter. Please contact us by phone at ************. We ask that you reference this complaint and provide your contact information, so that we can easily locate your account and assist you quickly. We appreciate your business and want to help resolve any frustrations that you may have. 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22990584
  
  I am rejecting this response because:

  I have tried to call and they dont answer or call back. Nobody has came *** fix my door. This is ridiculous 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/12/2025

  Please note that *** no longer owns the account; it is now owned by **** and serviced by *********. For assistance, please call ************.

• Initial Complaint

  Date:02/18/2025

  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 attempted to cancel my contract that I have had for more than the 60 months required. The company refuses to cancel and states the contract auto renewed for another 60 months. No notification was provided that the renewal was occurring. The majority of the alarm equipment is working yet they are continuing to make me pay for years.

  Business Response

  Date: 02/25/2025

  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. AMP did not receive a written notice of cancelation within the cancelation period.

• Initial Complaint

  Date:01/30/2025

  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 tried to cancel my service. They transferred me to the retention ***** They offered to cut my payment almost 50% to stay with them. When I refused their offer he put me on hold for about 10 minutes. When he returned he said I had accepted an offer to extend in May of 2023. I Did Not. The signature was not correct and I question them about it. To sum this up, in order to get out of paying $1,850.00 I would have to stay with them another *********************************************************** May of 2023. I have asked for proof that they did an upgrade and that I had agreed to this. The first call on Monday 1/27/25 was met with great hostility and treated me like I was stupid. Today, I called back to talk to someone else (*****) who was very nice but would not budge on the other ones stance. I know with IT they can transfer any information that they want to onto a piece of paper. I did not sign any extension in May 2023 and all I want is to terminate my service. I agreed to a contract extension in 2020 to get cameras installed. I did not agree to another one. They sent me 3 emails on 1/27 but when I went back to print them out they were gone. I told them I was going to contact BBB so I guess they did not want me to have them. I have asked them to not take any more payments from my checking account because I am trying to get this resolved. They will charge me $2.00 for a paper bill.

  Business Response

  Date: 02/06/2025

  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, DocuSign automatically provided the customer with a signed copy for their records. *** does not have access to the customer's account and cannot read or delete emails.

  The customer explicitly initialed and signed the agreement, signifying their acknowledgment and acceptance of the 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.

  Customer Answer

  Date: 03/14/2025

  Please review my case #********.

  
  

  I totally disagree with the answer that was sent to you from AMP.  I have had problems with this company since day one. I started with AMP through a door to door sales contact in July of 2018. I tried to quit their service back in 2020 after my husband died in March, but was told that I was still under contract until March of 2021.  They were correct and I continued making monthly payments. I again tried to quit the service in March of 2021 but continued with them when they offered me my cameras to continue with my service.  I did extend at that time.  I did not extend my contract at any other time. I know with AI these companies can manipulate any information that they want, once you have extended.  I did not extend at any other time. I have not received a bill from them, since I told them to not take any more payments from my bank account in February 2025. The representative that I talked to about this told me that he would give me the same service for less than half of what I was paying now if I stayed with them.  When I refused the offer, he put me on hold, then he came back and said the same thing as the answer to the complaint and that he would ruin my credit if I did not pay them $1,850.00 to cancel. This conversation was on a recorded line, so it should be available for them to produce. This representative was rude and treated me like I was a stupid person. His talk with me bordered on elder abuse. (his statement "just because you think the earth is flat does not make it so")

  I am an eighty-five year old widow, but I still have a very sharp mind.  I also keep good records.

  Business Response

  Date: 03/18/2025

  we appreciate your feedback and will look into this matter. Please contact us by phone at ************. We ask that you reference this review and provide your contact information, so that we can easily locate your account and assist you quickly. We appreciate your business and want to help resolve any frustrations that you may have. 
  

  Customer Answer

  Date: 03/27/2025

  I reject this as a non acceptable action to my complaint.  Please review all my information that was previously sent to you.  ************ is stalling addressing the situation and giving any answers to my complaint. They have not taken any payments from my bank account at my direction and are stalling so they can get more money from me.  I have stopped using the security service.  I just want them to cancel so I can go ahead and get another service.  I am 85 years old and need that peace of mind.  They are robbing me of my security that I need.  This borders on Elder Abuse.  

• Initial Complaint

  Date:01/13/2025

  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.

  AMP Smart security refuses to cancel my security monitoring account after the 60 month contract has ended. I have notified them by writing, email, and telephone. They continue to bill me after I cancelled the automatic payment from my bank. They simply won't go away and are a nuisance.Contract was up on 6/25/2024. Cancelled 7?20/2024. Continued to draft payment until 8/27/2024 when I cancelled payment. They did not stay in agreement of contract that payment would drop from $ 64 a month to $35 a month, instead it raised to $ 84 a month before the contact was over. Its a terrible company to let operate in any city.

  Business Response

  Date: 01/21/2025

  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, DocuSign 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. *** did not receive notice of cancelation within the cancelation period.
  

  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

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have not have our alarm working since November. They are still charging us every month. They told us we had to wait until there were enough people in our area who needed help to send out a technician to repair our system. Today on 1/9/24 we expected a technician between 12-3. No one showed up. They also showed us a contract adding another 5 years to our contract where the signature was forged by one of their people. Because of this if we cancel our service we would have to make over an $1800 fee for canceling early. The signature on this contract was not mine or my wifes. Now they charged us an additional $35 for a service call where the appointment wasnt kept. This company should not be allowed to do business. We cant even get a refund for the months weve had no service. We have had it with these people.

  Business Response

  Date: 01/20/2025

  *** will reach out to the customer.