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:02/18/2025

  Type:Sales and Advertising Issues
  Status:

  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 attempted to cancel my contract that I have had for more than the 60 months required. The company refuses to cancel and states the contract auto renewed for another 60 months. No notification was provided that the renewal was occurring. The majority of the alarm equipment is working yet they are continuing to make me pay for years.

  Business Response

  Date: 02/25/2025

  The customer
  explicitly initialed and signed the agreement, signifying their acknowledgment
  and acceptance of the terms. Notably, Section D, which outlines the autorenewal
  and end or term cancelation terms, requires an initial for confirmation. This
  section is presented in all-capitalized lettering to emphasize its importance
  and clearly states the contract's autorenewal and end-of-term cancelation
  terms. AMP did not receive a written notice of cancelation within the
  cancelation period.

• Initial Complaint

  Date:01/30/2025

  Type:Order Issues
  Status:

  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 tried to cancel my service. They transferred me to the retention ***** They offered to cut my payment almost 50% to stay with them. When I refused their offer he put me on hold for about 10 minutes. When he returned he said I had accepted an offer to extend in May of 2023. I Did Not. The signature was not correct and I question them about it. To sum this up, in order to get out of paying $1,850.00 I would have to stay with them another *********************************************************** May of 2023. I have asked for proof that they did an upgrade and that I had agreed to this. The first call on Monday 1/27/25 was met with great hostility and treated me like I was stupid. Today, I called back to talk to someone else (*****) who was very nice but would not budge on the other ones stance. I know with IT they can transfer any information that they want to onto a piece of paper. I did not sign any extension in May 2023 and all I want is to terminate my service. I agreed to a contract extension in 2020 to get cameras installed. I did not agree to another one. They sent me 3 emails on 1/27 but when I went back to print them out they were gone. I told them I was going to contact BBB so I guess they did not want me to have them. I have asked them to not take any more payments from my checking account because I am trying to get this resolved. They will charge me $2.00 for a paper bill.

  Business Response

  Date: 02/06/2025

  AMP respectfully disagrees with the customers claims. To ensure transparency and compliance,AMP utilized DocuSign, a widely recognized and reliable e-signature platform that adheres to state and federal e-signature laws. All relevant documents for the customers Monitoring Agreement and contract addendum were sent to their email, ******************** for review and signature. Upon completion, DocuSign automatically provided the customer with a signed copy for their records. *** does not have access to the customer's account and cannot read or delete emails.

  The customer explicitly initialed and signed the agreement, signifying their acknowledgment and acceptance of the terms. Additionally, Section 11, written in bold for emphasis, specifies the early termination fee applicable for cancellations before the current contract term ends.

  AMP offers a three-day right of rescission, providing customers ample time to review their agreement, test their equipment, and cancel without penalties. The customer did not exercise this right during the rescission period or raise any concerns.

  If the customer wishes to terminate the agreement prematurely, the early termination fee, as outlined in the contract, will apply.

  Customer Answer

  Date: 03/14/2025

  Please review my case #********.

  
  

  I totally disagree with the answer that was sent to you from AMP.  I have had problems with this company since day one. I started with AMP through a door to door sales contact in July of 2018. I tried to quit their service back in 2020 after my husband died in March, but was told that I was still under contract until March of 2021.  They were correct and I continued making monthly payments. I again tried to quit the service in March of 2021 but continued with them when they offered me my cameras to continue with my service.  I did extend at that time.  I did not extend my contract at any other time. I know with AI these companies can manipulate any information that they want, once you have extended.  I did not extend at any other time. I have not received a bill from them, since I told them to not take any more payments from my bank account in February 2025. The representative that I talked to about this told me that he would give me the same service for less than half of what I was paying now if I stayed with them.  When I refused the offer, he put me on hold, then he came back and said the same thing as the answer to the complaint and that he would ruin my credit if I did not pay them $1,850.00 to cancel. This conversation was on a recorded line, so it should be available for them to produce. This representative was rude and treated me like I was a stupid person. His talk with me bordered on elder abuse. (his statement "just because you think the earth is flat does not make it so")

  I am an eighty-five year old widow, but I still have a very sharp mind.  I also keep good records.

  Business Response

  Date: 03/18/2025

  we appreciate your feedback and will look into this matter. Please contact us by phone at ************. 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. 
  

  Customer Answer

  Date: 03/27/2025

  I reject this as a non acceptable action to my complaint.  Please review all my information that was previously sent to you.  ************ is stalling addressing the situation and giving any answers to my complaint. They have not taken any payments from my bank account at my direction and are stalling so they can get more money from me.  I have stopped using the security service.  I just want them to cancel so I can go ahead and get another service.  I am 85 years old and need that peace of mind.  They are robbing me of my security that I need.  This borders on Elder Abuse.  

• Initial Complaint

  Date:01/13/2025

  Type:Order Issues
  Status:

  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.

  AMP Smart security refuses to cancel my security monitoring account after the 60 month contract has ended. I have notified them by writing, email, and telephone. They continue to bill me after I cancelled the automatic payment from my bank. They simply won't go away and are a nuisance.Contract was up on 6/25/2024. Cancelled 7?20/2024. Continued to draft payment until 8/27/2024 when I cancelled payment. They did not stay in agreement of contract that payment would drop from $ 64 a month to $35 a month, instead it raised to $ 84 a month before the contact was over. Its a terrible company to let operate in any city.

  Business Response

  Date: 01/21/2025

  AMP respectfully disagrees with the customers claims. To ensure transparency and compliance,AMP utilized DocuSign, a widely recognized and reliable e-signature platform that adheres to state and federal e-signature laws. All relevant documents for the customers Monitoring Agreement and contract addendum were sent to their email, ************** for review and signature. Upon completion, DocuSign automatically provided the customer with a signed copy for their records.

  The customer explicitly initialed and signed the agreement, signifying their acknowledgment and acceptance of the terms. Notably, Section D, which outlines the autorenewal and end or term cancelation terms, requires an initial for confirmation. This section is presented in all-capitalized lettering to emphasize its importance and clearly states the contract's autorenewal and end-of-term cancelation terms. *** did not receive notice of cancelation within the cancelation period.
  

  Additionally,Section 11, written in bold for emphasis, specifies the early termination fee applicable for cancellations before the current contract term ends.

  AMP offers a three-day right of rescission, providing customers ample time to review their agreement, test their equipment, and cancel without penalties. The customer did not exercise this right during the rescission period or raise any concerns.
  If the customer wishes to terminate the agreement prematurely, the early termination fee, as outlined in the contract, will apply.

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  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.

  False information when asked to sign a completed 'work order'.

  Business Response

  Date: 01/08/2025

  Titanium Solar is committed to transparency and clarity in all contractual agreements with our customers. We strive to ensure that the terms and conditions of our agreements are presented clearly and comprehensively.

  By signing the agreement, customers confirm that they have read and understood the terms and conditions. This mutual understanding forms the basis of the contractual obligations for both parties.

  In this specific instance, the title of the agreement, "Monitoring Agreement Addendum," was circled for emphasis to ensure it stood out within the document. This measure was taken to promote clarity and assist the customer in recognizing key aspects of the agreement.

  If the customer would like to cancel the services before the end of the current term, they will need to pay the early termination fee stipulated in Section 8 of their Monitoring Agreement or find someone else to take over their contract. 

  Customer Answer

  Date: 01/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The addendum portion of this document was not circled at the time of signing and as I originally stated, I was advised that signing the document was in agreement that the specific work on this work order had been completed. According to the technician who completed the work & presented the document for signing - the ONLY thing I was agreeing to was that the work on this work order was completed. There was no indication that I was renewing my contract for another 60 months. Their equipment had failed, that was not my responsibility, it was their responsibility to provide working equipment. I was under the understanding that they were only repairing their failed equipment. I was paying my monthly monitoring fee as per the agreement. I should not need to be responsible for paying fees for monitoring a home that I no longer own. The current homeowner is not interested in taking over the contract. Considering the way I have been treated, I cannot recommend using this company. Their business practices are not transparent - instead they are manipulative and deceitful.   

  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 01/10/2025

  AMPs response remains unchanged. 

  Customer Answer

  Date: 01/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I still have the same reasons as my first response to reject AMP Smart's response. They have not made any effort to work with me to resolve the issue.

  I still reject their response.   
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/02/2025

  Type:Order Issues
  Status:

  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 attempted to terminate my contract with Ampsmart when moving houses in 2019. I did not want to pay the early termination fee at the time. I thought my agreement would be up in a year, but it was extended without my extent through June 2025. They claim they reached out to me, but I did not receive any calls or emails from the company. From the time I left the address with the security system in place until now, I have had $5,670 withdrawn from my bank account without my consent. I would like to have that money credited back to my account as I thought my contract had expired and I had not been using the service for years. This is fraudulent activity specifically praying on unsuspecting consumers. It is commonly found online as a complaint about this company.

  Business Response

  Date: 01/03/2025

  AMP respectfully disagrees with the customers claims. To ensure transparency and compliance, AMP utilized DocuSign, a widely recognized and reliable e-signature platform that adheres to state and federal e-signature laws. All relevant documents for the customers Monitoring Agreement and contract addendum were sent to their email, ********************** for review and signature. Upon completion, ******** automatically provided the customer with a signed copy for their records.
  The customer explicitly initialed and signed the agreement, signifying their acknowledgment and acceptance of the terms. Notably, Section D, which outlines the autorenewal and end or term cancelation terms, requires an initial for confirmation. This section is presented in all-capitalized lettering to emphasize its importance and clearly states the contract's autorenewal and end-of-term cancelation terms.
  Additionally, Section 11, written in bold for emphasis, specifies the early termination fee applicable for cancellations before the current contract term ends.
  AMP offers a three-day right of rescission, providing customers ample time to review their agreement, test their equipment, and cancel without penalties. The customer did not exercise this right during the rescission period or raise any concerns.
  If the customer wishes to terminate the agreement prematurely, the early termination fee, as outlined in the contract, will apply.

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  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 a home security system with AmpSmart. The system is constantly not working, I've got to bypass.2 doors to.even set the alarm, which completely makes the system useless. I've tried to cancel twice, both times I was told my contract was automatically renewed for 5 years and to cancel I'd owe.almost $2,000! They claim I gave concent but I don't remember ever giving concent, now I'm stuck in a contract until.2026. I'm also being charged $20+ more per month more than I was when I signed up. This company scamming its customers and knows there's nothing we can do about it.

  Business Response

  Date: 12/16/2024

  AMP respectfully disagrees with the customers claims. Customers are responsible for regularly testing their equipment to ensure it functions properly. If any issues are identified, it is their responsibility to notify ***. We offer free over-the-phone technical support, and for those who prefer in-person assistance, onsite support is available for a nominal fee.
  Regarding the price increase, AMP adjusted its rates over the past year due to inflation and economic changes. Rising costs from our vendors and partnerscovering areas such as monitoring, equipment, insurance, and credit card processinghave impacted our operations. Despite this, we have implemented only minimal increases to customer rates. For more information, please refer to Section C:3 of the Monitoring Agreement.
  As for the contract addendum, the customers signature confirms their agreement to the extension of their contract. Section D of the addendum explicitly outlines the terms of the extension. We encourage customers to carefully review these details as part of their contractual responsibilities.
  Additionally, *** provides a three-day right of rescission, allowing customers to review their contract and cancel without penalty during this period. The customer did not raise any concerns during this timeframe.
  The customer is currently scheduled for a technician visit at their home on January 2, 2025.

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  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.

  We have been loyal customers of ******************** for over 10 years, but our recent experience has been disappointing. We have been trying to cancel service for over 3 weeks at my mother-in-law's home. She had to move for medical reasons, and every time we tried to cancel, they came up with a different request. They make it impossible to cancel and are unwilling to help or assist. We have called and emailed many times and have yet to receive action. The home has been empty for several weeks and is on the market to sell, and they refuse to cancel the service. I would avoid AMP Smart due to customer service and inconsistent communication.

  Business Response

  Date: 12/16/2024

  Customer not found. 

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  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.

  AMP Smart purchased out my current provider. Since they have taken over from Titanium I have had the following issues:
  
  1) Inability to answer basic technical questions on my 2GIG Edge Alarm Panel, requiring me to contact the manufacture directly.
  2) Extensive wait times to reach a representative
  3) The Doorbell Camera began working intermittently.
  4) The panel and CO Detector failed
  
  I spoke with the company (Miguel) who confirmed that the equipment needed to be replaced. He offered to upgrade to a new system. When I spoke with him a few days later to finalize, he stated that the company to honor their agreement.
  
  Due to all of the above, I researched other alarm companies and when I called to cancel the service, they informed me that they would still assess a $334 early termination fee.
  
  Give the poor customer service and the refusal to honor the commitment that they made to upgrade the system, they should NOT enforce the early termination fee.

  Business Response

  Date: 12/12/2024

  AMP will reach out to the customer. 

• Initial Complaint

  Date:11/11/2024

  Type:Order Issues
  Status:

  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.

  Our system has not been working properly since Sept/October of 2024. A tech was sent out and fixed 1 issue. We mentioned the other issue. He said he did not have a ladder to fix issue. Would have to come back. I recalled Amp Smart. I was put on hold several times for very long times. Told scheduling would call me back. They call back. Put me on hold again. This has gone back and forth for months! The last 2 times I called I asked for them to adjust my bill since it is not working! I would stay with them just take the piece of equipment that is not working off of my bill.They said they cannot adjust until its fixed but they cannot seem to get out and fix it! I have quit answering their calls. They never have a resolution. Terrible time getting tech support . They even asked me if I could get on a ladder and reset things while on the phone with them. Due to a change in **************** and poor equipment constantly not even working I want to cancel. Was told I'm under contract until 2026. Today when asked to cancel they sent me a contract extension I have no record of. I have a contract dated 2015. This is from 2021 with a clause its a 60 month contract that automatically renews. I must pay $1000 to cancel. Equipment is not working. Why must I stay with them? It is NOT working properly and there is no sense of urgency to fix it! I have been a customer since 2015 but I am done with this company. It has changed in 2024. Terrible customer service, equipment breaking all the time.

  Business Response

  Date: 11/21/2024

  AMP respectfully disagrees with the customers claims. AMP used DocuSign to collect the customers e-signature, as it is a reliable and trusted service compliant with state and federal e-signature laws. All documents for the customers Monitoring Agreement and contract addendum were sent to the customers email, ***********************************,for signing. Once signed, ******** automatically sent a copy to the customer for their records.

  When signing the agreement, the customer initialed and signed the agreement, indicating they had read and agreed to the terms. The sections relevant to the customers complaint include Section 6, which outlines the ************** plan and specifies which equipment is covered and which is not. Section 10 states that system maintenance is the customers responsibility. Section 11, in bold lettering,details the early termination fee for canceling before the end of the contract term.

  *** provides its customers with a three-day right of rescission, giving them sufficient time to review the agreement, test their equipment, and cancel without penalty. The customer did not raise any concerns during this period. On April 12, 2021, the customer signed a contract addendum agreeing to extend their services in exchange for new equipment.

  If the customer wishes to cancel before the end of their term, they will need to pay the early termination fee. *** will reach out to the customer to offer a service technician.

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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

  Date: 11/18/2024

  AMP disagrees with the customer's allegation. *** came to a satisfactory resolution to this matter 11/11/2024.

  Customer Answer

  Date: 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,
  
  ****** ******