ComplaintsforAMP Security, LLC

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were talked into this System in 2017 I have been trying to cancel this absolutely useless system since 2020 I was originally told that I had to pay over 1k in penalty if I cancel it.They have it on file that I tried everything to cancel it.I am still getting a monthly deduction for a system that doesn't work at all , so I don't use it.I get emails from them that the system doesn't work,I was just told by "**** - in the loyalty department" that if I cancel I have to pay $1,850 now to get out of this contract.I can't cancel it, I am not sure what to do.PLEASE HELP. This is the biggest fraud for me now for the last 6 years!

  Business response

  07/11/2024

  AMP is committed to maintaining transparency in its contractual agreements with customers. To this end, we have implemented several measures to ensure clarity and understanding. For instance, in Section D of our Monitoring Agreements, customers are required to initial next to the term length. Additionally, information regarding autorenewal and cancellation is prominently displayed in all-caps lettering. Furthermore, Section 8 of the Agreement clearly outlines the early termination fee in bold text.
  To provide our customers ample time to review their contracts and equipment, AMP grants a 3-day right of rescission, during which they can cancel without penalty. It is important to note that no concerns were raised by the customer during this period.
  Customers are encouraged to ensure their systems are functioning correctly and to notify AMP of any issues they encounter. We offer complimentary over-the-phone technical support and can arrange onsite support for a nominal fee if desired. AMP has made several attempts to assist this customer with technical support, including leaving multiple voicemails. We will continue our efforts to reach out and offer the necessary assistance.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company continues to charge use for ***************** of service when we have not lived at property for over a year and a half. This company has many complaints against them online.

  Business response

  07/08/2024

  AMP can't confirm if this is a customer of ours. Could you please have them provide their account number? 

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Alarm system does not perform properly and they keep trying to charge me for their faulty equipment. My sensors on my front door no longer works and the doorbell has not work for 3 months. When i ask them to fix their faulty equipment, they charge me $75 and its never fixed

  Business response

  07/08/2024

  Customers are responsible for regularly testing their equipment and ensuring it functions 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 October 2023, and we resolved it on October 31, 2023.
  

  AMP will reach out to the customer and offer over-the-phone tech support. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have followed all instructions from this company to terminate my service following the end of my contact but they have all been ignored and I am continuing to get billed although I have done everything they have specifically asked.

  Business response

  06/18/2024

  Thank you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to clarify the situation regarding the termination of your service.
  According to our records, your account was set to auto-renew on April 22,2024. Our contract specifies that in order to avoid automatic renewal, a written Notice of Cancellation (NOC) must be received by our *************************** no more than 120 days and no less than 60 days prior to the end of the term. Unfortunately, we received your NOC on May 3, 2024, which falls outside the specified timeframe.
  Our customer service representative, ******, spoke with you on May 2, 2024,and explained the remaining term of the contract, the automatic renewal process, and the applicable early termination fee (ETF). It is important to note that these terms are outlined in the contract that you agreed to.
  We also want to remind you that we provide our customers with a three-day right of rescission after signing their contract. This period allows you to review and understand the terms and cancel without penalty if you decide the agreement does not meet your needs.
  We strive to provide clear and transparent communication regarding our policies and regret any misunderstanding. While we must adhere to the contractual terms, we value you as a customer and want to assist you in any way we can. Please reach out to our customer service team at ************ to discuss any possible solutions or to answer any further questions you may have.
  Thank you for your understanding.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am complaining that the contract offered has expired and yet the company keeps renewing the contract without our knowledge. I have sent emails, phone calls to no resolve or fix. They are now asking to terminate the contract I must pay the new total of $1.593.44 or the contract will extent to 04/15/2026. We do not live in that home as it is part of an estate (parents home) we were just renters and had to move upon moms death. I have complied with everything the help desk has requested and still no resolve from AMP corporate. I need help.

  Business response

  06/20/2024

  AMP will reach out to the customer. 

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called to inquire why the Amp smart company was still charging me when I had fulfilled my contract. They explained to us that bc we didnt submit a cancellation request through email that we are automatically enrolled in continued service. Since this conversation we have submitted 8 emails without any responses. I want it cancelled asap and I have tried to talk to them and they were not helpful now Im seeking help from you guys.

  Business response

  05/24/2024

  AMP cannot locate your account. Could you please provide your account number? Thanks!

  Customer response

  05/24/2024

   
  Complaint: 21753829
  
  I am rejecting this response because:
  They are needing the account number which is ******.
  Sincerely,
  
  *****************************

  Business response

  05/29/2024

  Transparency and clarity are priorities when AMP enters into contractual agreements with customers. That's why, in our contract, we placed an initial box next to Section D in our Monitoring Agreements to highlight its importance. Section D covers the term length and auto-renewal terms, while Section 11 addresses early termination, which the customer agreed to upon signing.
  To ensure ample time to review the contract, AMP provides customers with a ***** right of rescission. During this period, customers can review the contract terms, test the equipment, raise concerns, and cancel without penalty. Notably, the customer did not raise any concerns during this cooling-off period.
  Although AMP received the customers cancellation notice on May 16, 2024, Section D of the contract states that cancellation must be sent 30 days before the end of the contract term, which was March 5, 2024. If the customer wishes to cancel their contract before the current term ends, they must pay an early termination fee. Otherwise, the contract will end at the conclusion of the current term.

  Customer response

  05/30/2024

   
  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. Paid the early term fee.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feels it is a scam against the elderly. Came to door, had her switch from ADT. Pays by auto draft. She is blind (can see a little bit) and not computer saavy and cannot find out how to use keypad. They want monthly test. She is 93. Daughter stopped payment in July. Was turned over to collection agency to prevent lien on her house. Paid to have reconnected. But still does not know how to activate it. Would like for someone to be sent out to show her or her daughter how to activate. She feels there is no support as company is in **. Can someone come out to show them how to use the system.

  Business response

  05/24/2024

  AMP will reach out to the customer. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am an Amp customer and have been for at least 7 years. I have reached out to the company several times for service issues; my sensors do not work nor my smoke alarm and they not only want to charge me $200 to come out to service their equipment but when I suggested to cancel my service, they want roughly $2400 to buy my contract out and I cannot afford it nor do I want their service any longer. I would like to be omitted from their company and any fees associated with them. Please help!

  Business response

  05/24/2024

  AMP values providing our customers with excellent customer service and tech support. If a customer discovers an issue with their equipment and contacts AMP, we offer free over-the-phone tech support and, if desired, onsite support.For a nominal fee, a technician can visit the customer's home.
  On March 18, 2024, AMP reached out to a customer to update their account information. During the call, the customer informed us of their issues. We offered over-the-phone tech support, but the customer declined as they were at work so a commitment was made to call back the next day. The next day, our customer support team tried to contact the customer again, but received no answer and left a voicemail.
  AMP will follow up with the customer regarding their equipment complaints. If the customer wishes to cancel their account, they will need to pay the early termination fee as stated in section 11 of their signed agreement.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This issue started May or June 2023 I received a call from a customer service rep advising me that my 5-year contract with the company would be over soon. I then asked if I am able to go month to month I was advised yes. Here recently 2024 I found out that I was reassigned the 5-year contract without my knowledge I was sent the contract that I signed in 2018 that stated if I did not give written notice within 60 to 120 days prior to my date of contract ending that I would be reassigned again. From that I was not happy I advisor representative I spoke to that through all the conversations that I have had prior to the call if I can go month to month every phone call I always stated I am not in contract any longer All the representatives that I spoke with after that conversation of me going month to month I will call and say I'm no longer in contract with your company No one stated anything different No one stopped me to say that is not true. When I spoke to the moving department they seem to be very rude not understanding not taking acknowledgment for any wrongdoing that happens to me meaning customer service never advised me otherwise that I was bamboozled into another 5-year contract they basically said it was up to me to have my contract on me 24/7 and that it was my responsibility so basically I could not rely on customer service or support to give me proper information. So I was either having to pay 51 months to get out of the contract or they maybe go into a 3-year contract instead of five years once again I felt bamboozled and mainly my fault that I'm in this situation I rather not have the system at all I don't want it in my home and I wish not to talk to these people ever again they are coming to install a new system in my new home on the 20th of May and honestly I don't even want them to hardwire anything I don't want them putting holes in my wall I wish to have nothing to do with this company. I'm a person who handles my business I need help. Thank you

  Business response

  05/14/2024

  Transparency and clarity are a priority when AMP enters into contractual agreements with its customers. That is why, in our contract, we intentionally placed an initial box next to Section D in our Monitoring Agreements so that customers would understand the section's importance. Section D covers the length of the term and auto-renewal terms, while Section 11 addresses early termination, to which the customer agreed upon signing the contract. To ensure sufficient time to review the contract after the sale, AMP supplies its customers with a 3-day right of recission to review the contract's terms, test the equipment, raise any concerns, and cancel without penalty. Notably, the customer did not raise any concerns during this cooling-off period.

  Currently, the customer is not in an autorenewal period as they have signed a contract addendum to extend their contract term length. If the customer wishes to cancel their agreement before the end of the agreed-upon term, they will need to pay the early termination fee as stipulated in section 11 of their signed agreement. 

  Customer response

  05/14/2024

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

  It seems as accompany is not taking accountability for the non-responsive questions and/or concerns that I had every time that I called. Unfortunately no one is going to keep their by their side every time they call a company if I knew that I was going to be placed back into a contract after I was told that I could go month to month I would have taken care of that situation at the time of course I didn't have a you know 3-day this was a contract that I started with AMP Smart back in 2018 and I was asked by one of the representatives if I wanted to renew the contract I told them no and I wanted to go month to month they advised me that I could there was nothing else told to me about a time frame that was given to me that I would need to respond back to them to not auto renew I'm also every time that I called after that I was never told that I was back into a contract so for me what is customer service for what is customer support for if you cannot give information that I believe a person is due and again no one is going to have their contract sitting in front of them at in every phone call and that's something that a customer should not have to worry about doing that information should be given to them straight up by every representative that they talk to especially when you mention about the contract on every phone call You can pull the phone calls that I have made and you can know that I have made that comment multiple times and nobody corrected me unfortunately it seems as if I'm smart is not taking accountability for their wrongdoing at all and I feel bamboozled in all counts. Please quit bringing up the fact that there is a contract in place be responsible and accountable for the non-customer service or non-support that is given we should be able to have that to count on someone giving us correct information.

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

  Business response

  05/14/2024

  AMPs response remains unchanged. 

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is predatory and prey on senior citizens. We began service with this company 4 years ago. While I signed an agreement, I was unaware it was for 5 years. Due to their inability to resolve service issues in a timely manner, we switched to another provider in February 2024. We are not technically savvy and did not want to deal with up-selling, so we mailed a letter to the address on their billing statement and requested cancellation of service.We no longer use their service. I thought the letter was received and was surprised to find out, they've billed us every month. Because we're in our 80s, my daughter and son-in-law called them on our behalf on 4/26/2024 to verbally cancel service. After 4 instances of verifying the account and 4 transfers, we reached the ********* *********** We requested cancellation of service and were told we would be billed until the contract expires in September 2025! Additionally, they "didn't receive the letter" (despite it being mailed to the UT address) and the only way to cancel was to write another letter or send an email!I want this service canceled. After 4 years of poor service, I would like the remaining charges for the term adjusted. Again, we're in our 80s, on a fixed income and cannot afford this!

  Business response

  04/29/2024

  AMP takes great care when entering contractual agreements with its customers to ensure they understand their promises and obligations. Customers are required to initial the contract term length, ensuring they acknowledge it. Sections D and 11 of the signed agreement cover cancellation procedures. Additionally, AMP provides customers with a three-day right of rescission, during which they can review the contract, raise questions or concerns, and cancel without penalty. It's important to note that no concerns were raised by the customer during this period.

  If the customer would like to cancel their agreement prior to the end of the agreed upon term they will need to pay the early termination fee. 

  Customer response

  05/02/2024

   
  Complaint: 21637674
  
  I am rejecting this response because: Again, we are senior citizens well into our 80s. My husband is also a veteran. We are on fixed incomes. Your company did not address my concern about being unable to pay for service we do not have or paying a lump sum amount for a termination fee. Do you really expect an elderly couple to pay you monthly for service we do not have! We paid for service over 4 years. This is an example of taking advantage of seniirs. Cancel the service and waive the termination fee!
  
  Sincerely,
  
  ***************************

  Business response

  05/06/2024

  AMP prioritizes transparency and fairness in all our interactions, particularly with vulnerable demographics. The customer willingly entered into a contractual agreement, acknowledging the 60-month commitment and signing off on our terms and conditions. A three-day right of rescission was supplied to them allowing ample time to evaluate our services without penalty if they chose to cancel.
  Our customer support team promptly assisted the customer during a call on February 22, 2024, in which the customer was successfully assisted in updating their login info and ensuring the cameras were connected properly. While we respect the right of customers to cancel their accounts, early termination does come with certain conditions,including an Early Termination Fee (ETF) as stipulated in Section 11 of the signed agreement. If the customer would like to cancel, they will need to pay the agreed-upon amount. 

*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. ↩