Complaints

• Initial Complaint

  03/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 9/30/2021 *********************** stopped at our home selling an alarm system from AMP Smart. She told us they had a dividend program that would pay $34.00 and that we would be responsible for $29.99 to Amp. She also told us they would pay any remaining balance to Brinks. She had me write letter to Brinks requesting the remaining balance. amp emailed us a letter requesting we sign the contract which we did We got a letter from Brinks stating that our contract ended on 10/16/2024 and they could not honor our request until then. I sent ****** the letter and asked her what to do. She said to seNd letter requesting final ****. I sent it to ****** when I received, she wanted to know if I completed authentication form , I said no because it said to send check which I did not have. AMP emailed another contract for us to sign, when I asked why, he said because the dividend was no longer and we were going to have to pay the full $64.99 a month. I told him I did not sign the contract and that we were not going to pay that amount. We have been paying for both systems. I tolld amp they could come take down their system. And install our old system but they are still trying to get us to sign the new contract. Please help us.

  Business response

  03/31/2022

  Although AMP strongly disagrees with the allegations that were stated in the customer's complaint, we have elected to cancel the account. AMP requires the equipment to be returned. Our customer service will be in contact with the customer to schedule a technician to come to the home and remove the equipment. 

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. It was never explained to me, (I am 81, and my husband was 90 at the time, he has since passed on) that I was signing a 5 year contract, I would never have signed it, at our ages!2. We feel like we were very much targeted because of our age.3. About a month ago, we were broken into and a very expensive guitar that belonged to my late husband was stolen, I immediately called the security company but they said that apparently the ring doorbell camera was not working at the time. So there wasnt any record of what happened. I asked at that time for the problem with the doorbell camera to be fixed, that was a month ago, and it was only just fixed last week. Needless to say I do not feel safe having their equipment at my home, what good is a security system if the camera isnt working. I filed a report with the ************************** - (707 N. Main St. ********, **. *****) the day after we realized the guitar was gone. The officers name was *********************** ************************* the phone # is ************, and the case # is 2022.0001156.4. I called to cancel the service and was told someone from their loyalty department would call me in 3 business days, I waited til the end of the 4th business day, and still no call. So I called them, it was then that they told me that I have a 5 year contract, which I was never given a copy of. For all I know they are making that up, and it would cost me $1,850.00 to cancel the contract. In conclusion, all I want is for them to come and get their equipment out of my house, and to be let out of my apparent contract with no charge to me!

  Business response

  03/31/2022

  Although AMP strongly disagrees with the allegations that were stated in the customer's complaint, we have elected to cancel the account. AMP requires the equipment to be returned. Our customer service will be in contact with the customer to schedule a technician to come to the home and remove the equipment. 

  Customer response

  04/01/2022

   
  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,
  
  ********* Chapel

• Initial Complaint

  03/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My Compalaint is against the home security alarm system Amp Smart. This company had me sign a contract for 36 months as part of the discount to the equipment and service . I had honored my 3 year contract with this company and want to end my subscription. I attempted to do this and was told by the company that I had " Auto Renewed" and can not get out of this new contract that is another 36 month term. I was told to get out the new contract that I would have to pay $1850 . This is really very deceptive practice. I should have gotten a notice on an auto renew , I could have terminated my contract at that time, they knew that and hoped that the policy would auto renew with out my knowledge. I want out I'd this contract once and for all .

  Business response

  03/30/2022

  
  The customer signed the agreement on the day of the sale. AMP provided 3 days right of rescission to review the documents and contact us with any questions that he may have had. Mr. **** failed to utilize this opportunity.
  
  Mr. **** initialed section D: Term and Automatic Renewal on the Monitoring Agreement. This section states the term length and automatic renewal clause; it requires initials from the customer to indicate that they read, understood, and agreed to the clause. The customer initialed.
  
  Section D also informs the customer of how to cancel the automatic renewal. It states the procedure and requirements for it be legitimate. We did not receive notice by the customer a month prior to the renewal.
  
  The cancellation fee is stated in section 11 of the Monitoring Agreement. AMP will not be cancelling the renewal without one of the cancellation options being fulfilled: pay the early termination fee that is stipulated in section 11 or transfer the account into another qualified persons name. 

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I signed up with AMP smart, I was promised I could cancel at any time by the sales representative. My husband and I signed up for solar panels and the solar company gave us free vivint equipment and monitoring for three years. So we wanted to switch from AMP smart to Vivint to save money. Seems pretty reasonable. I called customer service, told them I wanted to cancel and explained the reasons. I told them they could pick up their equipment if we did not own it. I told them the panel was already disconnected and we were not using the monitoring service anymore. The response from AMP smart? Some $1800 cancellation fee. I was told I could either continue paying the $70 something monthly payment or pay $1800 to cancel. This is completely unreasonable and unacceptable. I have never seen a cancellation fee this high for a subscription service EVER. It should be criminal to charge that much to cancel something you are no longer using. Especially if you offer to return the product. It's mind boggling to me.

  Business response

  03/25/2022

  The customer agreed to a contract term of 60 months during the quality assurance survey and also on the agreements. She initialed section D of the Monitoring Agreement, which indicates that she read, understood and agreed to the term length.

  All contracts were provided to the customer via email ************************* that was provided on the day of the sale. Early cancellation terms are stated in section 11 of the Monitoring Agreement. The customer agreed to the terms of the contract when she signed the document. The termination fee is significantly less than the value of the contract.

  AMP will not be cancelling this account without the termination fee being paid or the account being transferred into another qualified person's name. 

• Initial Complaint

  02/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We sold out home back in October of 2021 the home was sold to another seller. I tried calling to cancel my AMP service and they requested to wait for the date to cancel and send in a letter. A letter was sent, I called to cancel and they said it was already renewed and to cancel a fee needed to be paid. AMP gives you the run around to cancel a service that is no longer needed and then want you to either transfer service or give you a penalty. I am frustrated with this company because they have done nothing but give me the run around and ask to call back or say pay up. I will not pay for something that was out of my hands and for a service I no longer need. ******* is from the loyalties program that is suppose to cancel services and she is rude with her responses when a customer is trying to get a point across as to what the situation is. I need this resolved immediately. I gave this company a good three years and I think as a customer I deserve better attention and customer satisfaction then what I am receiving.

  Business response

  03/07/2022

  Although AMP disagrees with the customer's allegations, we would like to amicably resolve the matter. We have elected to pull the account from 3rd party collections. 

  Customer response

  03/07/2022

   
  Complaint: 16808549
  
  I am rejecting this response because:

  its not about you disagreeing, its about customer satisfaction and providing better services to the clients. Have a better way to communicate with your customers. Your services for cancellation are ridiculously, set in motion a better way for cancellation, especially if your client stayed with your company for 3 years. Please contact me with a resolution not worse scenario or offering to keep services. 
  
  Sincerely,
  
  *******************************

  Business response

  03/10/2022

  AMP strongly disagrees with the allegations that the customers daughter stated in her response.
  

  AMP notates all cancellation options and procedures within the Monitoring Agreement,which was signed and initialed by the customer. The renewal was stated in section D and initialed by the customer, indicating that she fully understood the term length and renewal clause, as well as the process for cancelling its renewal. The customer did not notify AMP 30 days prior to the autorenewal.
  

  Additionally,the cancellation terms were explained multiple times via the contracts and by our loyalty/collection teams. AMP attempted to reach the customer multiple times via email, postal mail, and phone calls regarding the balance. The customer refused to make her payments on time, therefore the account was sent to third party collections. It is evident the customer chose to not familiarize herself with the autorenewal process, nor the cancellation terms in section 11.  
  

  Although AMPs opinion differs with the customers complaint, we elected to pull the account from collections as a resolution, therefore the account was cancelled. 

*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. ↩