Complaints

• Initial Complaint

  04/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 4/15/2017, a salesman for Ampsmart knocked on the door and offered the system, I agreed and it was installed same day. Now, after the 60 month contract was up on 4/22/2022, I am trying to cancel the service one week after my contact was over. Ampsmart without any notice to me, renewed the contract for another 60 months and when I called their loyalty line to cancel, they stated there is nothing they can do. When I said I will look into their claims and call them back, they immediately tried to convince me to sign up for a shorter 3 year contract and offer more hardware. I stated I would not be signing any more contracts until I had a chance to look over my current condition. They show no remorse for their shady tactics in locking their customers in for another long contract and threaten collections if you do not pay and their early cancellation fee is $1250.00. I am trying to get the service cancelled. It has not been used in over 2 years. I understood I was in a 5 year contract and patiently waited until this month to cancel, thinking I was doing the right thing.

  Business response

  05/04/2022

  The customer contacted AMP on 4/26/22 requesting cancellation. This was after the account had auto renewed on 4/15/22. The customer was required to send in a notice of cancellation a month prior to the renewal date, as is stipulated in the Monitoring Agreement in section D. The customer failed to notify AMP within the time frame allocated. 

• Initial Complaint

  04/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I started a contract with amp smart back in 2017. The system has not worked for the past couple of years and when you do call regarding a problem with the system nothing is followed up with. I have been struggling through covid but I still paid. I called in January to cancel. After being on the phone literally jumping through hoops for someone to actually talk to me about canceling I was told my contract wasn't up until April and they would have someone call me, they have noted my account. I called them back and I was told that someone did call me back. The struggle continues. I then say ok, I want to cancel my service again I am told someone would be in contact. I call back again! I was then told I had to request to cancel (which I already have been doing), then I had to mail in a written request OR email them a request to cancel at customer.service@ampsmart.com. He gives me my account number and said someone would be in contact to get my account canceled. I asked him what is the exact number that will be calling me back. He replied with ###-###-####. Now 3 different people have looked over my account to help better assist me and I finally felt like I had gotten somewhere in this task to cancel. Anyway, I send the email and received an email back from amp smart confirming my request. BUT no one called, I watched out for the number to make sure I wasn't dismissed again on my request. I have to call amp smart back, once my account is looked over for the 4th time I am told my account auto-renewed and I am locked in for another 5 years. I ask if there is someone else I can talk to, I've been trying to cancel since January and was told no. After speaking with the loyalty member Geon he finally told me he would talk to the higher-ups and give me a back later on in the week. I didn't receive a call. I called back and spoke with Rita and then Eric, Geon was unavailable. I have plenty more to write but not enough room. AMP SENT ME ON A CHASE TO DECEIVE ME INTO 5 MORE YRS.

  Business response

  05/04/2022

  AMP had called on 1/25/22 to discuss the matter with Ms. *****. AMP left voicemails. We did not receive a return phone call until 4/2/22. On 4/11/22 our Loyalty department spoke with the customer regarding the matter and notified her the account had auto renewed. The notice of cancellation was sent late and not within the time perimeters that were stipulated in the contract (see section D of Monitoring Agreement).
  
  The account is currently in our internal collections. If the balance accrues, the account will be sent to 3rd party collections - which would be legally justified due to section 11 of Monitoring Agreement.

  Customer response

  05/18/2022

  
  Complaint: ********
  
  I am rejecting this response because: I want to confirm. I am to pay you $1850.00 and this whole thing is done. No further reference's to contract sections, no fine print I am not aware of, or random balance dues. A 100% forever cancellation and no further payments of any kind. 
  ******* *****
  

  Business response

  05/20/2022

  AMP has been in contact with the customer today and a resolution has been made. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company has been billing me but not providing the service. They told me that the service would end after the contract was up, no month-by-month service would be provided. The panel and equipment were removed and replaced by another company. They never called me to see if it had been tampered with or called the police to check. They provided no security of any kind for 18 months. They say I'm in a contract and need to buy it out to stop service, but they have not provided any type of service to have been billing me or have an expectation that i pay off the 16 months left in a contract. They are the ones who breached the contract by not providing service if they believed I was in contract with them. I did not realize I was being charged since not service was being provided but am not asking for a refund. Only that they cancel the service now and stop pulling payments.

  Business response

  05/03/2022

  Although AMP doesn't agree with the allegations stated in the customer's complaint, we would like to resolve this matter amicably and efficiently. We have elected to cancel the account with no termination fee. Monitoring will be shut off and dispatch will not be notified. If there are any questions regarding this matter, please contact ************. 

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Summary:Amp Smart - security alarm company Alleged Account opened: 8/18/2015 Alleged Acct# ****** Alleged call made to attempt to install equipment: 10/2015 *Equipment never installed, no monitoring performed, no statements sent. Automatic payments taken monthly since 2015 until 2022 (when stop payment was issued with bank) Cost: $55.99 until 10/20/2021 it increased to $57.99 Complaint / Issue: No equipment installed No monitoring provided No statements every received Monthly charges started in 2015 for $55.99 Monthly charges increased 10/20/2021 to $57.99 Statements started being received 3/2022. I made a request to have someone call from their *************** department (their representatives stated that someone from these departments would need to address the issue of charges).

  Business response

  04/27/2022

  AMP has been in contact with the customer's daughter and a resolution has been made. 

• Initial Complaint

  04/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing about an ongoing contractual dispute with AMP Smart. I am approaching the end of my five year contract and do not plan to renew. After repeated conversations with representatives, I can no longer ignore the slow roll and deceptive tactics at play and feel obligated to inform other military families to avoid this company until they change course. I will also submit this issue to our military legal officer and eventually to Post Command to place this provider on a black list to warn other Service Members. Upon further review, I will submit qualifying issues for enforcement by the Attorney General under the Service Members Civil Relief Act. Although the **** is broadly stated, it is widely understood that official orders relieve contractual agreements and is honored by service providers.I have received PCS (Permanent Change of Station) orders to another base in the next few months and upon agreeing to this initial contract in 2017, we were told that providing official orders will cancel further obligations without early termination fees. This clause is something we are always quick to identify before agreeing to a contract due to the frequency and unpredictability of our moves. Through deceptive practices, we were informed that we renewed our contract to an additional 60 months in 2020 although we were ensured that it was a free upgrade towards our 'initial' contract. According to AMP, we are now under contract until ****. I refuse to honor that deceptive obligation as I remember the promised conversation by the representative on the day of the service call in 2020. I will note that many of AMP's competitors honor and post their military clauses online. I have provided solutions to the representatives and have provided ample notice for request to terminate at the original contractual date. Through frequency of moves alone, it will be impossible to relieve ourselves from a contract with AMP without penalty under current practices.

  Business response

  04/27/2022

  This issue has been resolved with the customer and our customer service department. They will be moving on May 24th and, at that time, the account will be cancelled due to a military move. 

• Initial Complaint

  04/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called to cancel my services due to covid financial stress and not using this service enough to justify keeping it. I called earlier this week and was told to expect a call from a loyalty program to review and call me to cancel. I never got their call so I had to call them back 3 days later. I felt that this was kind of strange and that they were just prolonging my request. I got in touch with someone today and they said I had 14 months left in my contract. I was under the impression the contract was three years and I was way past that. I was told it was going to be $1021.21 just to cancel! I'm calling because I can't afford the **** and now I can't cancel unless I pay that high amount! I feel like I'm just being put through loops to avoid canceling. First I had to call back just to make sure I could cancel and now I can't do it because it's too expensive and keeping it is also too expensive... I'm stuck.

  Business response

  04/25/2022

  AMP has reviewed the account and it indicates that the customer agreed to a 60 month contract term. The customer initialed section D on the Monitoring Agreement, which states that the term length would be for 60 months. The customer currently has 14 months remaining. If he would like to cancel the account prematurely, the cancellation information is stated in section 11 of the Monitoring Agreement. AMP has informed the customer of the early termination options that are available to them. We recommend they review their contractual agreements especially section D and 11.  
  

  Regarding the claim that we did not contact the customer within the time frame given, this is incorrect. The customer called AMP on 4/12/2022 to discuss the matter and a case was opened to have our loyalty/retention department reach out to discuss cancellation. We spoke with the customer on 4/15/2022 and provided the cancellation options that were available to them. This was within the 3 days that was initially quoted to the customer.
  

  AMP will not be cancelling this account without one of the early termination options being fulfilled.   

  Customer response

  04/25/2022

   
  Complaint: 17048470
  
  I am rejecting this response because:
  the only reason the 3 day quote was met was because I had to call. I never got the call so I stand by my earlier statement of never getting a response. Your end should say customer called 3 days later not your company, even though I was told that day and the day before that I would be getting a call. And I was only given the option to pay **** or I had to remain with you all paying a **** that I really can't afford. So I am not sure what is meant by "either one" of the termination obligation. The lady I spoke with didn't give options. I'm starting to feel like I was scammed and being treated without professional quality. I'm not sure what to do with this at this point. I would like a phone call at this point. This is not quality service. I stand by statement of being pushed through loops and I've read previous reviews and BBB complaints saying the same of being pushed and pushed then "contract is suddenly up" and it's renewed all on its own and the **** increases. I want to cancel. I don't want a renewal and I would like to hear the options, especially since your response said I had options, plural. Thanks. This is frustrating and not even worth it. The door **** hasn't even recorded anything in over a year. I definitely wouldn't recommend AMP to anyone.. I'm so disappointed.
  Sincerely,
  
  *********************

  Business response

  04/28/2022

  AMP apologizes for any frustrations that the customer may claim to be experiencing but we believe that the contract that was signed by Mr. ***** is legally binding and valid. The customer signed and, therefore agreed to, the term length of 60 months. They have 14 months remaining on the term length. The customer also agreed to the termination fee that is stated on the contract. We have offered the following cancellation options: pay the early termination fee that was quoted to the customer or transfer the account into another qualified persons name (i.e. someone take over the account). Additionally, AMP offered an account freeze, in response to the financial hardship that they claim to be experiencing. This option was refused by the customer.
  

  AMPs notes on the account show that the customers case was opened on 4/12/2022 at 4:16 pm. It indicates that we spoke to the customers wife on 4/15/2022 at 10:38 am. This was within the 3 day timeframe. AMPs loyalty and customer service departments again spoke with ************** on 4/25/2022 and 4/27/2022 to discuss the cancellation options. 
  

  The renewal portion of the contract is stated in section D of the Monitoring Agreement. AMP strongly recommends that the customer review their contractual agreement and follow the procedure stated within that section on how to cancel the autorenewal. We require written notice to be sent into corporate a month prior to the term being completed. We accept email and postal mail as valid cancellation requests. The customer is still legally required to fulfill the remaining 14 months of their contract term.
  

  Lastly, AMP would like to send out a technician to inspect the doorbell. We will waive the service call fee and, if there is a manufacturer defect, we will swap it out for a different camera. This offer has been notated on the account.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I originally signed up for services from AMP Security (AMP Smart) on 7/7/2015. Since signing the original contract, I moved out and a tenant moved into the residence while I continued to pay for the service. The tenant had no authority to make any changes to the contract. In March of 2022, the tenant was contacted to say that they needed to update the equipment in the house. She was present when they came to update the equipment and was asked to sign an electronic signature pad and was specifically told that the only thing that she was signing was to verify that they did in fact come to install the equipment. She did not misrepresent herself as me and she signed her own name. I contacted AMP Smart approximately 2 weeks later to discuss cancellation of services only to find that my contract had been renewed. They said that what was signed was not only to verify that the equipment was installed, but also to renew a 5 year contract and that it would cost over $800 to terminate early. I immediately told them that the tenant had no authority to make the changes and they began a "fraud" investigation. I received one call from them on March 17, 2022 with an update and to verify the specifics of the case. I did not hear from them again and called on April 14, 2022 to get an update. They asked if I had a police report showing that I was pressing charges against my tenant for fraud. I told them that I was not taking that step because she never said she was me and signed her own name. I asked if the technician's actions had been looked into. They will not allow me to speak with the investigator or "upper management". Everything has been going through a customer service representative. They said that they can not do anything else without the paperwork. When I mentioned that I would be contacting a lawyer and the BBB, the customer service representative put me on hold then came back and said that they would continue to look into the situation.

  Business response

  04/19/2022

  Although AMP does not agree with the allegations stated, we have elected to cancel the account. AMP will shut off monitoring signals and notify the monitoring company of this cancellation. The equipment will be left in the home. 

  Customer response

  04/19/2022

   
  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

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called AMP security on Sunday 1/24/2022 to cancel home security services she was diagnosed with dementia in November of 2021. She signed a new contract with AMP Security on 3-21-2016. AMP Security bought out the security service she was contracted with. I do not remember that Mom was informed v verbally or in writing that the contract was on automatic renewal. I flew out emergently that night to *********, **** due to an emergency I left the file for my sister (who was flying out from ******, **) to call and cancel the service which is on automatic withdrawal from her bank acct. She was told she could not cancel the service as it is on automatic renewal. I then called AMP Security from *********, **** and talked to Brayden who told me it is legal in WA state to auto renew contracts. It may be legal, but what a way to take monetary advantage of the elderly and disabled!!! I came home and have looked everywhere for the AMP security file I left and am unable to find it. I want my mother reimbursed for AMP security services for which she has not used , monetary reimbursement and discontinuation of services. Please call me, *********************** at ************. I also would like to make sure a formal complaint is filed against this business for lacking integrity and good faith and choosing to provide services that take advantage of elderly/disabled people! Since I am unable to find the AMP Security file I left with my sister, I can tell you her account # its ****** and that she signed the contract with Amp on 03-21-2016.

  Business response

  04/11/2022

  AMP requires documentation that substantiates the claims listed in the complaint regarding the customer. We request a doctor's note and/or any corroborated and valid documentation be sent to ***************************************** and/or our corporate address: *************************************************************. We will review the paperwork when it is sent in to determine if it qualifies for a possible cancellation. 

• Initial Complaint

  04/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My husband owns a roofing bussiness and was with amp smart for a while until a customer of his started working for an ******************** system company and convinced him to change lying to him saying that they will pay off his account. Due to my husbands lack of speaking English he believed his customer and signed the agreement . Well that person never finished his end of the deal and now they have sent me a form in my husbands bussiness name stating they sent the account to collections I called to resolve this matter but they are not working with me well unfortunately my husband is not in a place where he can fix the problem because he is in immigration detention and I will not pay this outstanding **** I would appreciate some help thank you.

  Business response

  04/11/2022

  The customer agreed to a 60 month agreement on 10/23/2019. The customer agreed to the terms of the contractual agreements.  
  

  AMP paid a buyout amount of $1,116.98 on 5/22/2020. This amount was to assist in cancelling their previous contract with a competitor.

  The customer failed to pay the monthly fees to AMP since 10/22/2020.  The customer was in our internal collections from 12/22/2020 until 8/25/2021. AMP made over 30 phone call attempts to help resolve any issues that the customer may have and to help set up a payment plan with the customer during the 8 months time frame.The customer refused to answer the phone or return our voicemails.  The account was sent to 3rd party collections, ******************************************************************, on 8/31/2021. The customer will need to contact them to make a payment. AMP will not be pulling this account from 3rd party collections. 

• Initial Complaint

  03/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Requested termination of service. They mentioned contract and termination fee. I had no knowledge of contract requirements and termination fee. Apparently, contract was done thru DocuSign. However, I have no contract on my DocuSign account. They then emailed two documents, however, I do not remember them nor was I ever given the contract physical hard copy or electronic copy until I requested termination. The company is refusing to terminate contract or waive any and all fees. In addition they have not provided amount of termination fee, verbally stating I have been provided amount and it is less than amount on contract. However, the company has not given amount. Im asking for termination, removal of equipment and waiver of all fees. In addition, service techs promised to return and instruct us how to work the system, but have failed to return. We are also unable to login to our account on the internet. This doesnt seem to bother company personnel. They state they will only terminate account if I pay termination fee, which I dispute and do not know the amount that they say is supposedly reduced from contract amount.

  Business response

  04/07/2022

  Early cancellation terms are stipulated in section 11, as well as the early termination fee of $1850, on the Monitoring Agreement (which the customer signed on the day of the sale).
  

  The customer was sent all her contracts to the email that she provided on June 10, 2021 the day of the sale.This email matches what was listed on the BBB complaint: *********************. All contracts were supplied with a 3 day right of rescission, which allocates time for the customer to review and contact AMP with any questions or concerns that they may have. The customer did not utilize this opportunity.
  

  The customer agreed to a ******** agreement in section D of the Monitoring Agreement. She initialed the section,indicating that she read, understood, and agreed to the terms of the agreement.Also, the customer agreed to the ******** agreement term length during the recorded survey. She was asked the following question, I show that the rep has set you up on a 60 month agreement, is that correct?. **************** responded with Yeah, he did.
  

  AMP will not be cancelling this account without one of the early termination options being fulfilled: the customer will need to pay the early termination fee that is stipulated in section 11 or she will need to transfer the account into another qualified persons name.
  

  The customer can contact our customer service at ************ with her decision. 

  Customer response

  04/07/2022

   
  Complaint: 16964274
  
  I am rejecting this response because:

  The rep never told me it was a ******************************************************************* a matter of minutes, as can be seen on the Certificate of Completion provided to AMP SMART by DocuSign. Had the rep properly executed the contract, he would have sent it via email from DocuSign to my email. I would have opened the email, clicked on a link to DocuSign, signed in, read and signed the contract. I would have access to the contract by signing in to my DocuSign account. This contract is not available on my DocuSign account. Instead he did it on his ******. Document was Sent: 6/12/2021 10:42:06 AM Viewed: 6/12/2021 10:42:42 AM Signed: 6/12/2021 10:45:08 AM. That is not enough time to read and sign a contract. The document was executed on a device Using IP Address: 172.56.20.253. That is not my IP Address.  This response thru BBB is the first mention of a dollar amount to terminate contract. I have had numerous calls and emails and they have failed to provide amount prior to this response thru BBB. I dont understand how a company can feel that their rep did a legal sale of product and services by executing a contract on his device in less than five minutes. I also find it disturbing that this response is the first mention of a dollar amount. In several calls they told me they had given me options in previous calls, to which I asked what are they, only to get no definite answer with dollar amount or discussion of equipment removal. Ive asked them to remove equipment or authorize me to remove it. Ive asked them to turn off equipment and they dont, Im unable to sign in to AMP SMART account or app and I am constantly harassed by texts and email alerts from their equipment. I am a total and permanent disabled veteran and simply asked to terminate contract and have equipment removed. I dont understand why it took over two weeks and a complaint to the BBB to get a dollar amount, but, still no mention of equipment removal. Please accept that contract was not properly executed, waive all fees, terminate account and retrieve equipment.

   

   

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

  Business response

  04/11/2022

  Although AMP strongly disagrees with the allegations that were stated in the customer's initial complaint and response, we want to amicably resolve the matter. AMP has elected to cancel the account with no termination fee. Monitoring will be shut off.
  

  AMP requires the equipment to be returned to us in good condition. If all equipment is not returned within 15 days of the date of this response, AMP will invoice the customer for the equipment that has not been returned.
  

  Our customer service will be in contact to schedule a convenient time for the system to be retrieved. If there are any questions, the customer can contact AMP at ************. 

*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. ↩