Business Profile
Burglar Alarm Systems
AMP Security, LLCHeadquarters
This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 270 total complaints in the last 3 years.
- 111 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/02/2025
Type:Service or Repair IssuesStatus: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 a customer with this monitoring company since 2019. They inadvertently strongarmed me to sign a contract with them for 5 years. It had since been 5 years as we are in 2025. Since my plan is to sell my house and move out if country I started to be proactive to try and cancel my membership with them ahead of time. I contacted the customer service department I February 2025 and was told it would be enough time to let them know by phone by the end of March 2025 to cancel after my early cancellation fee of $ 1840.00
I dropped to the floor and asked for special circumstances since I fulfilled my contract but to my surprise my contract was automatically renewed without my knowledge and without my permission. The supervisor I spoke with after that and I came to an agreement if I would take down the bad Google review I left and he would not charge me the full amount but went down to $ 700.00 which is still too much but I just wanted to be done with them and agreed. Now to my surprise, when I called on Monday to actually cancel, I was told I needed to send a written cancellation to an address he gave me and send via certified letter. I also spoke with Julio (customer service guy) about my agreed upon amount of "early" termination fee of $ 700.00. I was told that everyone was fired from just a month ago and my email with him was null and void and the cancellation fee from earlier of 1850.00 would apply. This us predatory business andd I feel that I more than enough fulfilled my obligation with paying my fee of 53.00 every month for 5 years which in my addition makes up for this early cancellation fee. This is bad business practice and it very very predatory especially towards older people like myself.Initial Complaint
Date:04/01/2025
Type:Order IssuesStatus: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.
On 08JAN2025 I wrote an email to them asking for cancellation of my service after talking to their loyalty department who said I can't cancel over the phone. They have charged me every month since and have not canceled the service. I want my money back from the time of cancellation and I want the service canceled.Initial Complaint
Date:03/28/2025
Type:Billing IssuesStatus: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.
When I call the advertised number (repeatedly) they say they cannot cancel my service. I just want them to stop billing me as the service hasn't worked in over a year and they will not let me cancel.Initial Complaint
Date:03/28/2025
Type:Order IssuesStatus: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 three year contract with AMP ends in June 2025. Per my contract, I must send a written request to cancel within a specific time period. I mailed a written request to cancel via certified mail on March 2, 2025 to the 1261 South 820 East, American Fork, UT address. Tracking ********************** for my account #******. Apparently the business has moved and my letter is now being returned to me. A corrected contract with the updated cancellation provision showing the correct address to request cancellation was never sent to me nor was any other communication of a correct address . The post office advises the forward has expired as well. This creates a delay that is no fault of mine in providing my written request. I called customer service and received a new address in Middletown CT which is not on their website so I’m not certain if it’s accurate. In addition, the agent told me to reference AMP account ******* which does not match my contract at all. I am concerned they will renew my contract automatically due to these issues. Please provide my correct account number and mailing address for cancellation. This complaint is intended to also document my attempt to cancel during the required timeframe.Initial Complaint
Date:03/18/2025
Type:Order IssuesStatus:AnsweredMore 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 since 2016, initially under Titanium Security before it switched to AMP Smart. My last contract was set to end in February 2025. However, when I inquired about cancellation, I was informed that my contract had converted to a month-to-month plan and that I needed to email [email protected] to cancel.
Following these instructions, I sent my cancellation request on February 28, 2025. I was assured that my service would end around March 15th. However, as of today, March 17th, my service is still active. When I called for clarification, I was unexpectedly told that I now need to send a letter to complete the cancellation process. This contradicts the original instructions I received.
I expect AMP Smart to honor its prior directive that an email request was sufficient for cancellation. Please process my cancellation immediately, effective as of my initial request date. I also request written confirmation of the termination.
Thank you for your prompt attention to this matter.Business Response
Date: 03/18/2025
We appreciate your
feedback and will look into this matter. Please contact us by phone at
800.817.3918. We ask that you reference this review and provide your contact
information, so that we can easily locate your account and assist you
quickly. We appreciate your business and want to help resolve any
frustrations that you may have.Initial Complaint
Date:03/13/2025
Type:Customer Service IssuesStatus:AnsweredMore 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 security service through them for years and had some issues come up recently to where I had to reach out to customer service. Upon calling customer service, u are put into a call queue saying however many people are in front of u and then when it gets to u it tells u no one is available and asks u to leave a message or email them....I have done BOTH on several occasions over a span of several days. Meanwhile I can't secure my home until they send out a tech. I have had issues in the past where it takes them weeks to get out here, swell as faulty equipment that malfunctions to no fault of ours. There was one time I went almost 2 months w no service even after several techs came out and was only offered a $5 discount for 2mobths of no service. I have 3 cameras to where only 1 is working right now due to a storm recently and now I can't even reach customer service. I'm frustrated with the whole experience. My service is also supposed to INCLUDE my doorbell monitoring but after they switched the doorbell now I'm stuck paying RING for yearly monitoring fees as well as my usual monthly fee for amp smart. I have been with them since before they changed names the first time. It seems like they just keep switching names and doing the same bs. Upon reading over all the complaints, I would like to see how to NOT be included in the auto-renewal as well. I will be discontinuing my service ****. I would like for someone to reach out to me and let me know what's going on--with my account, service, and their horrible customer service.Business Response
Date: 03/13/2025
Please contact us by phone at ************. We ask that you reference this complaint and provide your contact information, so that we can easily locate your account and assist you quickly. We appreciate your business and want to help resolve any frustrations that you may have.Initial Complaint
Date:03/13/2025
Type:Service or Repair IssuesStatus:AnsweredMore 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.
This business continues to charge me more than what was contracted and raises rates spuriously. Their website account login is a "bad gateway". Numerous calls and emails have been left unanswered. I am at the near the end of my indenture with this "company". I DO NOT WANT ANY TYPE OF RENEWAL AND I WANT THEM TO ACKNOWLEDGE WHEN THEY WILL PICK UP THEIR MACHINERY. I WANT THEM TO CEASE AND DESIST ALL CHARGES AFTER THE END OF CONTRACT BECAUSE THEY PROVIDE ZERO SERVICE OR CUSTOMER SERVICE. Their lack of service to the contract constitutes theft yet they have threatened me with cancellation fees for the services they do not provide. They do not act in good faith.Business Response
Date: 03/13/2025
Please contact us by phone at 800.817.3918. We ask that you reference this complaint and provide your contact information, so that we can easily locate your account and assist you quickly. We appreciate your business and want to help resolve any frustrations that you may have.Initial Complaint
Date:03/06/2025
Type:Order IssuesStatus:AnsweredMore 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 a 5 year contract with AMP SMART, that contract was up last year - 2024. When I called in October the male representative I spoke with said that I was autorenewed into another year that would be up in March of 2025. I was told that I had to email thier customer service department to request cancelation in "writing". I did this, twice and got a response, a confirmation for cancelation. I called thier 800 number Tuesday, March 4th. The representative refused to assist me. She said that I was renewed until March of 2026. I explained to her the situation she refused to cancel the service. She also stated that they switched to a new system and could not even see when my original contract began. She told me to email again. I have now emailed 4 times with zero response. The equipment they give you only has a 90 day warranty, while being locked into a 5 year contract. Of your equipment breaks or is faulty like mine, the only way that they fix it is by entering another 5 year contract. I want my account closed and no affiliation with this company. They are shady and no not care about thier customers. It is completely unacceptable that my contract is in fact up and she cannot even see when my contract began. (It began before COVID....)Business Response
Date: 03/06/2025
We appreciate your feedback and will look into this matter. Please contact us by phone at ************. We ask that you reference this complaint and provide your contact information, so that we can easily locate your account and assist you quickly. We appreciate your business and want to help resolve any frustrations that you may have.Customer Answer
Date: 03/06/2025
Complaint: 23028100
I am rejecting this response because:
Sincerely,
***** ********Customer Answer
Date: 03/07/2025
That is the same generic response that they provide to any review or complaint. I call the number and they will not help.Business Response
Date: 03/10/2025
Please note that *** no longer owns the account; it is now owned by **** and serviced by *********. For assistance, please call ************.Customer Answer
Date: 03/11/2025
Complaint: 23028100
I am rejecting this response because:This does not solve my problem. I also was not notified of the company changing. Again, totally unacceptable. Just another automated response.
Sincerely,
***** ********Business Response
Date: 03/12/2025
AMP's response remains unchanged.Customer Answer
Date: 03/13/2025
Complaint: 23028100
I am rejecting this response because:At this point I have emailed this company 10, yes, TEN times in the last week with ZERO response. I have called 3 times and have been told ALL THREE TIMES that they CANNOT help me due to system changes. Today I was told that my email request to cancel is no longer valid and to send in a HAND WRITTEN LETTER. It is 2025, this is totally unacceptable. I did validate TODAY that my contract is up on March 26th. I want my account CLOSED. IMMEDIATELY.
Sincerely,
***** ********Initial Complaint
Date:03/04/2025
Type:Service or Repair IssuesStatus:AnsweredMore 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 so very angry right now. So my router went out. Last time tech very helpful. Not today **** was smart A. I know I am frustrated. Last time tech was very helpful walked through getting my system connected.He did not help 2 ********** contract isn't up until September. He won't help me on phone. He gives me 2 options . I have to renew my contract 6 months early to get a tech and they have to come here or pay the ******* *****. I am elderly and without service with health issues. I never ever had problems with tech with ADT or prior Amp walking me through it. I have no coverage and kids outside up to no goid. Very angry .They also never correct my account info when asked. I have been auto paying my service since those guys came to my doie but they put it in my mom's name . Very angry today! BBB here I comeBusiness Response
Date: 03/06/2025
We appreciate your feedback and will look into this matter. Please contact us by phone at ************. We ask that you reference this complaint and provide your contact information, so that we can easily locate your account and assist you quickly. We appreciate your business and want to help resolve any frustrations that you may have.Initial Complaint
Date:02/25/2025
Type:Customer Service IssuesStatus:UnresolvedMore 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 a system with them, and it has never worked correctly. My equipment is horrible and the customer service department is rude and horrible. My equipment never works you call them they wont help you. They wrangle you into to buying new things. They wont help you at all.Business Response
Date: 03/06/2025
We appreciate your feedback and will look into this matter. Please contact us by phone at ************. We ask that you reference this complaint and provide your contact information, so that we can easily locate your account and assist you quickly. We appreciate your business and want to help resolve any frustrations that you may have.Customer Answer
Date: 03/07/2025
Complaint: 22990584
I am rejecting this response because:I have tried to call and they dont answer or call back. Nobody has came *** fix my door. This is ridiculous
Sincerely,
**** *****Business Response
Date: 03/12/2025
Please note that *** no longer owns the account; it is now owned by **** and serviced by *********. For assistance, please call ************.
AMP Security, LLC is NOT a BBB Accredited Business.
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