Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I receive 12 free months of service as a bundle when I purchased my solar panels. Equipment was installed on August 2024, but they started charging my card on May 2025. Called several times and was told to send an E-Mail to their customer service dept. I called the next day to verify my E-Mail was received. Was told then that customer service provider was not working at all, that I need to send a written letter to the cancellation dept. I asked why they gave me the E-mail address when they have no provider? Of course they do not know why. So I sent a written letter requesting cancellation of service. I still haven’t heard from them. So I called card company and stop any payments to them. They have a 800 number but it’s only for information only. I asked for telephone number of customer service, billing department and cancellation department. I was told that they do not received calls, just send a letter “they will get back to me” How can you be a “security system” company but customers are unable to get hold of customer service and other departments.

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am moving from my current residence soon. I need AMP SMART to cancel my home security service in a timely manner, and provide my contract ending payoff amount final bill in a timely manner.
  
  This should be a simple process handled quickly over the phone. Instead, I've had to e-mail them my cancellation request. Weeks later, when I followed-up on that with a phone call, they said I needed to mail them a physical letter via USPS requesting cancellation of service. Weeks later, when I followed-up on that with a phone call, they said "their manager has to generate an e-mail for me with a payoff amount final bill". I asked to speak to a manager and they said no managers were there today to take my call or to help me with my concerns.
  
  They is a large company, and to drag out a simple service cancellation process for weeks and months is unacceptable. It's also unacceptable to not have a manager on duty to take customer phone call concerns about this process.
  
  If you go on-line and read their Google reviews, there are many examples of other customers experiencing the very same issue as me, and they are calling it a scam.

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There charging me for there services and they will not answer there phone my equipment does not work and I canceled this service when my term expired and I’m still getting charged and do not use it

• Initial Complaint

  Date:05/29/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired AMP for home security services (also known as Safe Home Security) in 2015. Without our knowledge, permission , signature, agreement, our contract was extended 5 YEARS. Service has been poor, ineffective or downright broken, and we have NEVER been able to get ahold of anyone about this. There is no email or other way to contact them aside phone, which you’re held in “the order in which they received your call,” only for the call to be dropped multiple times. Voicemails unreturned. Finally spent HOURS phoning this company and reached someone - She advised our contract was set to expire August 2025, and we realized this within the window to cancel service. Ah, but you can’t just cancel. You have to mail a letter, as stated in our contract that we have zero access to. Once received, they mail back a letter confirming. Okay. So I sent the letter certified, stating we’re canceling, done, and under no circumstances are to be renewed, etc. The letter was received. Did we receive ours? No.
  Weeks later a rep **** calls to ask the problem, says a new company is taking over, etc. We tell her thanks but no thanks, and she confirms our termination of services effective August 2025.
  Yesterday we get a call badgering us about why we’re cancelling, etc. We’re not interested and we’re done in August. Yet the rep says nope, you’re through August 2028. Got ahold of another person today whom told us our letter was “scanned in,” but we were renewed. She can’t do anything about it and someone will call us in 24hrs.
  
  Read any reviews about this company - illegal, fraudulent and predatory! My next concern is how to stop payments, and get their crappy equipment back to them (which is another thing we’ve called about) before more predatory practices take place.
  
  Please help!

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of AMP Security for years. I recently moved and want to cancel the security monitoring service from them. My house sold on May 15, 2025. I called them on May 16, 2025 to cancel. I was told I needed to talk to the cancellation department and that they would call me. They did not call me back. I have called everyday since then because alarms are going off in the home on a regular basis and I am always told the cancellation department has to call me. I was also told once the cancellation department calls me, it takes 30 days to cancel and I will have to pay for another month of service. I do not have a contract with them. I had a contract for the first 5 years but I have been with them more than 10 years. I just want to cancel my service.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One year ago, I had solar panels installed on my home. At the time of installation, I was told that the security system was a part of the installation of the solar panels. I informed the sales rep. and the installer that the security system was not something I wanted or needed. They proceeded to change my thermostat, and my doorbell and put the sensors on the windows and doors I was told by the sales rep. "no worries, this is a part of your installation package. It was never said that I would need to start paying a few for the service at some point. As of May 23rd, 2025, Amp Smart has charged me twice in one month. One charge was for $116.58, and the second charge on the same day was for $58.29. When I called to cancel the service, Amp Smart refused to cancel or give me a refund without a certified letter. However, they did explain repeatedly that the $116.58 was because they didn't receive a payment in March and April. I was not aware that they were due payment. Also, I don't have a contract with AMP Smart for this service, unless it was hidden in the agreement with Titanium and Goodleap. Either way, it was not explained that this was a system that I had to have. I also was not allowed to cancel or continue the service before being charged. There is only one phone number provided *************. This number is to make a payment over the phone or get a quote. There is no email contact information.

• Initial Complaint

  Date:05/23/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer with them for over 4 years. A few months ago they double charged me for service. When I called to resolve the issue they said there was nothing they could do because I was being charged for service. I asked how to cancel my ser ice and sent them a certified letter that had to be signed for. They received it on 4/22. I called today to find out why my service wasn't canceled after receiving the letter a month ago and they said it could take up to 60 days but I would still have to finish paying on my contract even though I canceled it. I just want my contract canceled. The agent that sold me never disclosed that I would be locked in to a 5 year contract. I would never had to agreed to it if I had known that.

• Initial Complaint

  Date:05/20/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company will not allow you to cancel your account regardless of whether or not you’re trying to buy out your contract or your contract has been fulfilled. It doesn’t matter how much you try to do the right thing, they screen calls and refuse to help customers who wish to cancel actually cancel. You can call and email a million times and nobody ever gets back to you or actually helps you. Yet they continue to remove money from your account monthly which is theft.

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with them five years ago. Our contract was up on April 20 of 2025. I had called in December 2024, January 2025 and February 2025 to find out how to make sure I could cancel my account. I was told each phone call I had to call after April 20 to cancel the account. I was never told I had to send a letter 30 days prior. They have now extended my contract an entire year stating I did not send them the letter in writing in time , I realize that in the contract it says they have to receive The letter, but I called several times requesting the steps and was never told a letter had to be sent. There was never any kind of courtesy email sent out letting us know that we needed to send in a letter. It is shady business to require someone to be in another year-long contract because they failed to mention a letter needed to be sent. I had never called. I would understand the extension. The fact that I called three times and was never told a letter had to be sent. I believe is neglect on their part as well as a shady way to charge me an additional years worth of fees. Also, in my contract I was told my price would be $55.97 and the only time that that would raise was during the review period, However, I have been paying $79 for the last three years. I have called and requested to speak to a supervisor three times and have not had any calls back. Certified letter has now been sent but they are stating they require the 1 year extension. I want the 1 year extension lifted because i asked how to cancel my account and was never told a letter had to be sent until it was past the date.

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transferred Service to new address. Representative recommended a new equipment which included a doorbell. Representative indicated we never discussed a doorbell, however that was the reason to go with the new equipment instead of transferring the existing.
  
  We had service with AMP Smart for 10+ years and never had an issue until now. The new equipment is by a third party, Eufy. The technician told indicated he does not work for AMP Smart. We were never told it would be a Third party involved. The camera requires charging after 180 days. It has only been two weeks and we need to charge the camera. After charging, the camera still offline.
  
  In calling to share my concern about the camera, the representative indicated it could be because of high winds. No resolution or offer to a technician.
  
  Requesting to be let out of our contract. Representative is having an account manager call us to discuss. This will be the 5th attempt to have a call back from a manager.
  
  AMP Smart is who we that we are dealing with. It's Eufy.
  
  We want out of our contract.