Burglar Alarm Systems
AMP Security, LLCHeadquarters
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Complaints
Additional Complaint Information
This company has a pattern of complaints alleging misrepresentation during initial contact with the sales representative. Complainants allege that they are told the representative is with their current provider to perform an "upgrade", were promised features that were not included and told they could cancel at any time.
While the business has responded to the BBB's concerns and stated their policy when this type of action occurs, they have not provided a plan of action or how they plan to eliminate this from happening in the future.
This company has a pattern of complaints alleging misrepresentation during initial contact with the sales representative. Complainants allege that they are told the representative is with their current provider to perform an "upgrade", were promised features that were not included and told they could cancel at any time.
While the business has responded to the BBB's concerns and stated their policy when this type of action occurs, they have not provided a plan of action or how they plan to eliminate this from happening in the future.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/01/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
We are trying to move our security service to our new address. Our house is for sale and we need to move that equipment to our new home however they are unable to accommodate us with. A technician that can move the service within a reasonable amount of time. The earliest is more than a month away, and the equipment needs to be moved because the new owners will take possession of the home. We did not receive a callback when we were promised one to schedule a technician to move our service. We have 10 months left in our contract and we signed a new contract which added 50 more months however we would like to resend that since we are in a three day right of rescission. We have still not received a callback regarding the removal and reinstallation of our equipmentBusiness response
10/03/2024
*** had a conversation with the customer on 10/2/2024 and based off that conversation, we believe that we have addressed the issue raised.Customer response
10/03/2024
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
09/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In 2021 I got into a 5 year contract with AMP Smart. In 2024 we moved and called to get the system transferred over to the new home. I specifically stated I didn't want to pay extra and continue with the old contract. I suggested bringing the old system to the new house. The Amp Smart employee said it wasn't necessary that they have a VIP package. Offers a new system and forget about the old one at no extra cost and the contract was the same. Called the next day to make sure my contract would be done from the original 5 years and was told it would be done in 2026. Turns out they extended my contract by an additional 5 years on top of the original contract. Called many times to get it fixed. Amp smart doesn't take accountability. They are very unethical. Make it impossible to get out of the contract and if you are about to be done they find a way to get you stuck for another 5 years. This company is a scam and find ways to sound smart about their unethical practices of tricking customers. Don't get scammed by them. Their practices are clearly robbery. We need to find a way to get this company to take accountability and file a class action lawsuit.Business response
09/12/2024
AMP respectfully disagrees with the customer regarding the contract term extension. The customer signed the System Move Agreement, which clearly outlines the extension of the contract term in Section D. By signing this agreement, the customer indicated their understanding and acceptance of the new term length.
Additionally, during the post-System Move Survey, the customer was asked about the new term, and they expressly acknowledged the revised contract duration. If the customer wants to cancel early, they must pay the early termination fee outlined in Section 11 of their Monitoring Agreement.
Initial Complaint
09/03/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
5years ago a salesman worked with a non- owner of the home and installed equipment before talking to the owner of the home and took advantage of an elderly person talking them into signing a contract in my name and installing equipment before contacting me directly. I never received any docusign documents. We went ahead and paid 5 years of 6 year contract until house was sold. I called asking for leniency for final year payment considering questionable sales practice to begin with. And was just asking for help with lowering termination fee but could not get any direct contact with management to address the cost of termination or original deceptive sales practice.Business response
09/10/2024
Titanium disagrees with the customer allegations. They have paid the early termination fee and the account was cancelled 9/7/2024.Initial Complaint
08/26/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We had a 5 year contract with Amp smart that we just found out ended July 31st, 2024. They did an Auto Renewal for another 5 years without contacting us. We only found out that they did this auto renewal for 5 years when we went to cancel our membership with them since we are selling our home. They gave us no warning about the auto renewal and stated the only way to cancel this membership with them is to pay $1800.Business response
08/27/2024
To ensure ethical sales practices, AMP uses DocuSign, a service that complies with all applicable laws and provides legally binding electronic signatures. In order to start the signing process, AMP requires the customer to provide their email address so that the document can be sent for signatures. The customer willingly supplied their email address for the purpose of signing the document, and this was confirmed during courtesy calls both before and after the installation. Once the signing is complete, DocuSign automatically sends a copy of the contract to the customer for their records.
In Section D of the agreement, the customer initialed to acknowledge the auto-renewal clause as well as the cancellation procedure if they wished to cancel at the end of their term. AMP did not receive a notice of cancellation during the designated time, and as a result, the services were renewed per the terms of the mutual agreement
AMP provides its customers with a 3-day right of rescission after signing. This allows customers to review the terms and conditions they agreed to upon signing and test the equipment. If the customer has any concerns or wishes to cancel during this period, they can do so without penalty. It's important to note that the customer did not raise any concerns during this period.
The customer remains responsible for their contractual promises. If they would like to cancel, they will need to pay an early termination fee as stipulated in Section 11 of their contract.
Customer response
09/17/2024
Here is the contract we originally signed.Business response
09/18/2024
AMP takes compliance with all applicable laws, including Kentucky's auto-renewal regulations, very seriously.On September 13, 2024, we reached out to the customer and left a message. We then spoke with the customer on September 17, 2024. Based on this communication, we believe the issue has been resolved to the customer's satisfaction.Initial Complaint
08/13/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
had contract added to account without permission, they said they sent a renewal request for this alarm system which did not get. they just renew anyway, i would not renew this alarm system under any circumstance. they won't leave us alone calling all the time.Business response
08/15/2024
AMP requires its customers to initial and sign the agreement to ensure an understanding of the contract terms and conditions. Section D of the agreement requires the customer's initials to ensure special attention is given to its terms and conditions. This section covers the term length, autorenewal, and cancellation. AMP did not receive a notice of cancellation per the terms of Section D, and as a result,the services were renewed.
To allow customers sufficient time to review the terms of the mutual agreement, AMP furnishes them with a 3-day right of rescission after signing. This allows customers to review the agreed-upon terms and conditions and test the equipment. If the customer has any concerns or wishes to cancel during this period, they can do so without penalty. It's important to note that the customer did not raise any concerns during this period.
The customer remains responsible for their contractual promises. If they would like to cancel, they will need to pay an early termination fee as stipulated in Section 11 of their contract. The customer has a balance of $290.50 and is at risk of further action permitted by the signed agreement.
Initial Complaint
08/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The security company continually wants to charge me to come out & fix their equipment that constantly goes out. Has been repeated problems with it since purchased over 2 years ago.Business response
08/15/2024
AMP requires its customers to initial and sign the agreement to ensure they understand the contract terms and conditions. Service fees associated with product defects are covered in Section C6 and Section 6.2. Customers are provided with a ***** right of rescission after signing to review the agreed-upon terms and conditions and test the equipment. During this period, customers can raise concerns or cancel without penalty. It's important to note that the customer did not raise any concerns during this period.
If the customer wants to avoid service fees, AMP offers free over-the-phone tech support, which the customer can contact at ************.
Initial Complaint
08/05/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We have had amp for 5 years. Contract expired. Someone besides me forged my signature to some papers which we never received copies of. I have papers we received with our signature. The other papers are obviously forged. Amp will not discontinue service, nor will they call us back. We want the service discontinued.Business response
08/08/2024
To ensure ethical sales practices, AMP uses DocuSign, a service that complies with all applicable laws and provides legally binding electronic signatures. In order to start the signing process, AMP requires the customer to provide their email address so that the document can be sent for signatures. The customer willingly supplied their email address for the purpose of signing the document, and this was confirmed during courtesy calls both before and after the installation. Once the signing is complete, DocuSign automatically sends a copy of the contract to the customer for their records.
In Section D of the agreement, the customer initialed to acknowledge the auto-renewal clause as well as the cancellation procedure if they wished to cancel at the end of their term. AMP did not receive a notice of cancellation during the designated time,and as a result, the services were renewed per the terms of the mutual agreement
AMP provides its customers with a ***** right of rescission after signing. This allows customers to review the terms and conditions they agreed to upon signing and test the equipment. If the customer has any concerns or wishes to cancel during this period, they can do so without penalty. It's important to note that the customer did not raise any concerns during this period.
AMP will send the customer a copy of their agreement.
Initial Complaint
07/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We had an alarm system with AMP Security. We decided to change systems. We sent a written message to cancel our service and AMP has refused to accept our cancellation. They have called and harass us.Business response
07/29/2024
We acknowledge receiving the customer's cancellation request on March 13, 2024. However, it's important to note that the customer signed a contract addendum on February 24,2021, which extended the term length as outlined in section D of the agreement.
On March 13,2024, our ****************** reached out to the customer to discuss their cancellation request. Unfortunately, we were unable to connect and left a message. We have made several subsequent attempts to discuss the matter but have not been successful.
When signing an agreement with AMP, the customer agreed to the early termination fee specified in section 8 of the Monitoring Agreement. Should the customer wish to proceed with cancellation, this fee will apply. Additionally, some companies offer a buyout option when switching providers, and we are open to discussing this further.
We are ready to send the final bill to the customer via email or postal mail for submission to their new provider. The customer can request the final bill by contacting us at ************ or ****************************************** Currently, there is an outstanding balance on the account that needs to be addressed.Initial Complaint
07/19/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I wrote a letter to this business in early July to cancel my security system they responded that I was under contract for 4 more months . I do not recall signing a contract . I have not had any correspondence with this company except for them to provide my security and take my monthly payment if $67 . There has been no update to my equipment since I got this service except I believe a battery was replaced at one time. I have a new system now and have had since around July 1st 2024Business response
07/29/2024
AMP received notification that the customer switched ******************** providers on July 3, 2024.However, the customer had already signed a new contract with AMP on January 22,2020. The customer agreed to the term length outlined in section D of the Monitoring Agreement by initialing that section and signing the entire agreement. Additionally, the customer was given a ***** right of rescission,allowing them time to review the contract and contact AMP with any questions without penalty. The customer did not take advantage of this opportunity.
On July 3, 2024,AMP's ****************** reached out to the customer to discuss the cancellation request. No request for a copy of the agreement was made.
When the customer signed the agreement, they also agreed to the early termination fee specified in section 11 of the Monitoring Agreement. If the customer wishes to cancel,they will need to pay the termination fee. Some companies may offer a buyout option when a customer chooses to switch providers. AMP is willing to send a final bill to the customer via email or postal mail so they can submit it to their new company. The customer can contact AMP at ************ or ***************************************** to request the final bill.Customer response
07/30/2024
Complaint: 22013197
I am rejecting this response because:
I would like to view my signature on a contract on Jan 2020 the business said I agreed to and signed
Sincerely,
***********************Business response
08/02/2024
AMP will reach out to the customer with a copy of their agreement.Customer response
08/10/2024
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
07/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I contacted company for months asking them to cancel my account and they refused to cancel it. They kept billing me after I stopped using it and told them to cancel. Now they sent me to a collection agency for the billing after I requested cancellationBusiness response
07/26/2024
Upon signing a contract with AMP for security services, the customer agreed to the term length and cancellation terms. Section D outlines these terms and requires the customer to initial this section to confirm they paid particular attention to the terms. If the customer wishes to terminate the contract before the end of the term, an Early Termination Fee (ETF) is required, as outlined in section 11. The customer initialed section D and signed the contract, indicating their agreement and understanding of these terms. Additionally, we provided a three-day right of rescission, allowing the customer to cancel the contract without penalty after reviewing their contract and system. The customer raised no concerns during this period.
AMP communicated with the customer on several occasions to remind them of these terms and reiterated that if they wished to cancel before the contract term ended, they would need to pay the ETF.
AMP will not retract the account from third-party collections. Payments must be processed through ******************************* and ******, the third-party collections agency.
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Customer Complaints Summary
288 total complaints in the last 3 years.
68 complaints closed in the last 12 months.