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: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.

• Initial Complaint

  Date:05/16/2025

  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.

  In 2020, I was solicited by a door-to-door AMP Smart representative who made several misleading claims to sell me their home security system. One of the key assurances was that the system would remain operational during power outages. This turned out to be entirely false. Additionally, the video surveillance feed was extremely poor quality and rarely functioned properly.
  
  Since that time, I have made multiple attempts over the past five years to cancel this service. The last time I contacted AMP was over six months ago, and I was told my contract would be ending in May 2025 and to call back at that time to cancel. I followed their instructions, and upon calling today, I was informed my contract had been auto-renewed for another full year without my consent.
  
  When I asked why this happened—especially after I had explicitly communicated my intent to cancel—I was told I needed to speak with the cancellation department. However, I cannot be transferred to that department directly and must wait for a callback, which I was told could take several days. This creates a frustrating loop that makes it nearly impossible to end services.
  
  To be clear, I have not used this system in over three years, and I find it completely unreasonable to be forced to pay for another year of a service I neither want nor use. This feels intentionally deceptive and exploitative.
  
  I am requesting that AMP Smart:
  
  Immediately cancel my account,
  
  Waive any fees associated with this unauthorized renewal,
  
  And provide written confirmation that my account is closed.
  
  I am turning to the Better Business Bureau for help because AMP Smart is making it extremely difficult to end my relationship with their company through normal channels. I hope BBB can assist in holding this company accountable for their misleading practices and lack of transparency.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:05/09/2025

  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 have been on AMP customer since the end of 2020. Recently I changed internet providers and had our doorbell camera and garage go offline. I called AMP multiple times for assistance and could never get through. I then put in a service request with no response. Monitoring called us for a glass-break alarm and I asked for their assistance and they couldn’t get through so they out in a ticket..still no response. Irritated by their lack of assistance I submitted a request to cancel since they are not holding up their end of my contract with no response. I put a second ticket in asking to cancel and still no response. So I can’t get assistance for the service I am paying for, and they have my checking account info so I can’t just block payment, and I cannot get response about cancelling either.

• Initial Complaint

  Date:04/30/2025

  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 would like an early release of the Amp Smart Security contract that expires July 2028 due to unreliability of the security system.
  Starting with the renewal of the contract in July 3023, the camera system was upgraded and added a SD card to improve recording. A backyard camera also needed a SD card. There was an issue and the service tech, *****, came out 3 times before realizing that the SD card was bad. He said he would get another and call back. He never did.
  We called back to find out & talked with technical service for 2 hours regarding the backyard camera needing a SD card that was promised and were paying for. He eventually said someone from scheduling would call. They did not.
  We have since had continual issues with the door lock being offline. Then the panel went out and showed a double screen approximately October 2024. We called again to technical support to have a technician come. *****, said he would replace the panel with the newer version at no additional cost.
  In January 2025, a technician from Tennessee came to replace the panel. This was NOT the upgraded panel promised and in fact was a used panel from a previous customer. He said that the reason the door lock was offline was that the batteries were low and replaced them. Then the app began showing two doors offline. He said that this was showing the old customer’s door which may never go away. Ours, still showing offline, he said would “probably” go away since the batteries were replaced. This continues to be a problem.
  On Friday, April 25, 2025, the radio panel stopped responding. We have not been able to use the alarm since. We would like released from the contract. They offered service in two weeks and have an appointment scheduled but would prefer to be released from the contract without penalty. We have tried to contact the company and only offered service and a penalty to cancel the contract. An email was sent to support with no reply.

• Initial Complaint

  Date:04/11/2025

  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 have been an AMP Smart customer since 2018. Had I properly done my research I would not be, but nevertheless here we are. My complaint is two-fold. We replaced smoke alarm batteries today. Upon hitting the "test" button, it triggered the alarm system to report a fire. We used our code to disable the panel. AMP Smart called my husband and he confirmed all was well. They told him they had dispatched the fire department. Having been a customer for years I know this is not protocol; they first try to reach you to confirm false alarm. They said they would call the department and cancel the call. They did not, and sent full on fire department to our home. I have been trying to call about this all day. The. number provided here - when you call it tells you the number you are in line. When you get to "next in line" it lets you hold for several minutes, then tells you no one is available and you must leave a message. No one returns the message. When you call back, it tells you that you are second in line and the process repeats. This has been described verbatim in other complaints. No chat option on the app No ability to download your contract, no term information in the profile. Predatory company. Horrific "customer service". I would like my account cancelled immediately and any fine for the false alarm paid by AMP Smart.

• Initial Complaint

  Date:04/10/2025

  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.

  Terrible company to do business with. Will not work with you at all. A lot of fine print that is easy to miss. There are many more services less costly. Even though my contract is expire five years ago they still require a written letter or they will automatically renew the contract please help I just want to cancel the service and thank you.

• Initial Complaint

  Date:04/10/2025

  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 had Amp for 4 years and not only have been unhappy but also feel taken advantage of. Outrageous service fees but also halfway through my contract they raised my price on me $12, which i signed that it would stay the same. this voids my agreement and I would like to cancel effective today.

• Initial Complaint

  Date:04/06/2025

  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.

  My 5 year contract will be up with in the next month.
  I do not want my contract renewed.
  I have been trying to contact ampsmart to see what i need to do to cancel.
  I cannot get a definite answer on how to cancel my contract.
  I do not want it renewed.

• Initial Complaint

  Date:04/03/2025

  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 signed up for this system years back. Their sales rep said their system was superior to *** as they had local monitoring centers, their system would still work if severed from the power source, it would send a message to the monitoring center, and their tech was better. They were great for the first few years, living up to all of this. I was happy with them and recommended them to my real estate clients. As the initial 5-year contract was winding down, they reached out to say that the system was due for an update and that the initial keypad would need to be replaced. We did that, and it came with another 5-year contract. Then, things went to hell. The system sends texts that the doors are open when they clearly aren’t, the system doesn’t go off when it’s supposed to and does go off when it’s not supposed to, they don’t call from the “monitoring center” anymore when the system goes off like they used to- and when I do speak to someone, it’s in an overseas call center. They’ve talked me through doing an update via phone, they’ve sent out a tech to fix it- the tech claimed there wasn’t anything going on. The glitches continue. I called to cancel my contract as they’ve breached the agreement; they want to charge me the balance of the contract (Ends 12/2026 at -currently- $81.56 per month) plus a early termination fee.