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
11/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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
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.
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.
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Customer Complaints Summary
282 total complaints in the last 3 years.
68 complaints closed in the last 12 months.
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