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:03/05/2024

  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.

  I signed a contract with Titanium in 2021. My contract ran out before Titanium was bought out by AMP. However, my account was automatically deducted the price of the security amount of *****. This was not alarming to me at first, because it was still showing up as a Titanium withdrawal. However, as soon as AMP bought Titanium out they increased the monthly fee to *****. It was then that I called to cancel the service. The customer service representative said we were no longer under a contract. However, I must give a written letter saying that I no longer wanted the service. I did this. However, my account continued to be charged. I called an AMP representative and was rudely talked to. Therefore, I canceled the card that the payment was being pulled from. I received 3 more phone calls and during all 3 I reminded them that I no longer wanted the service. I was told that it would be cancelled and it was not. I receive a collection phone call from AMP saying that I owe for 3 months and would have to pay for the current month I am in even when I have told multiple times that I do not want the service. I did pay the final bill and received a cancellation confirmation number. I believe that I should be compensated for the ****** that I paid to cancel with a company that I had no idea was associated with Titanium.

  Business Response

  Date: 03/14/2024

  The contract renewal occurred in accordance with section 3 of the customer-signed Monitoring Agreement, which stipulates that This Agreement shall continue for an initial term of 36 months (Initial Term) unless earlier terminated pursuant to the provisions hereof, and shall thereafter automatically renew on a month-to-month basis (Renewal Term). Customer may cancel this Agreement by sending a signed request for cancellation to Company which includes Customers name, address,account number, and password at least thirty (30) days before the end of the then-current term. Regrettably, despite the customer initialing this section,they failed to provide the required notice to cancel and accordingly their agreement was set to a month-to-month autorenewal. 

• Initial Complaint

  Date:03/04/2024

  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.

  We asked to be let out of this contract over a year ago. We have had to speak to numerous customer service people. We paid up our 5 year contract over a year ago. We had a notice of cancellation last year that our final payment would be 4/2023. ****** at AMP security approved it. I called them last Friday and spoke to customer service who said we had signed up for another 13 months (which we did not) We have paid on time for 6 years now and they keep making us talk to people and nothing gets done. We emailed them with no response. They expect "us" to document why we want out of the contract immediately. I am over it. I do not want to talk to another customer service person. I want to close my account and they will not do it.

  Business Response

  Date: 03/14/2024

  The contract renewal occurred in accordance with section D of the customer-signed Monitoring Agreement, which stipulates that This agreement will automatically renew for additional terms each of which will be the same length as the initial term, unless we receive a written Notice of Cancellation from you postmarked at least 30 days prior to the end of term. Regrettably, despite the customer initialing this section, they failed to provide the required notice to cancel before the renewal term.
  

  It had been mutually agreed upon that AMP would proceed with canceling their account upon submission of a written cancellation notice, which unfortunately was not received.

• Initial Complaint

  Date:02/28/2024

  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.

  The company refuses to fix the issues we are having with our equipment and continues to charge me the same price even though the equipment is not working. We have tried to call and get it fixed and are told someone will call us back and still have not received a call. We have had 1 car broken into and 2 attempts to get into our house with no luck on the security system capturing it because the equipment is not working properly. We have had this issue for over a year and have continued to pay every month.

  Business Response

  Date: 03/07/2024

  AMP is dedicated to providing excellent service and support to our customers. We offer an equipment warranty covering any product defects, allowing for repair or replacement with like-for-like parts. Additionally, we provide complimentary over-the-phone technical support to address customer issues. For those needing hands-on assistance, we have a team of technicians available for on-site help for a nominal fee, helping troubleshoot and resolve any problems.
  

  We believe in exceeding customer expectations, which is why, on February 14, 2023, AMP dispatched a technician to conduct a comprehensive system check at the customer's residence. During this visit, the technician confirmed that all equipment was operational except for a faulty door sensor, which was promptly replaced.

  
  Again, on November 14, 2023, the customer reported a malfunction with their doorbell camera. On November 16, 2023, AMP offered another technician visit to assess the system with the fee waived, but the customer terminated the call with the Loyalty agent.

  
  AMP encourages the customer to assess their Wi-Fi strength in areas with installed cameras, as this could affect camera functionality. We would also like to send a technician to the customer's home to perform a full system check and recommend additional options to resolve this issue. 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21359045
  
  I am rejecting this response because: The faulty equipment was never replaced. I have the same one. It also no longer shows on the app. And the phone call was terminated by your employee who refused to get a manager to address the situation.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/13/2024

  AMP's response remains the same. A customer service agent will reach out to the customer within the next 5 business days to schedule a technician to go to the customer's home. 

• Initial Complaint

  Date:02/27/2024

  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.

  The original contract was 5 years and we were told based on loyalty, the bill would continue to go down. They sucker you in with promises of up-to-date technology and cameras, but force you to sign a renewal like cell phone companies used to do. My bill has continued to go up and I cannot afford the now $70/month. AMP did not offer to help, they say I owe $2000 dollars in tech (two cameras and a panel 5 years ago does not equate to $2k), but said theyd offer me a *** of $1,850 to buy out of my contract. I feel bamboozled and it was a bait and switch. The loyalty department would only help financially if I signed another renewal extension. This is dirty business and putting me in a bind. They say the economy is driving the cost, its affecting everyone and were not getting any more money from anywhere. The scales arent balanced and they offer no way out or for some assistance.

  Business Response

  Date: 03/07/2024

  AMP was unsuccessful in locating this customers information and requests that they provide their account number for further assistance.

   

• Initial Complaint

  Date:02/27/2024

  Type:Billing 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.

  On August 18, 2023, I send a letter to this company telling them that I was discontinuing my security service with them and to not charge my credit card again. On 9/12/23 I was charged on my credit card $63.21, regular payment.(What I hate about credit cards on file to be charged) . On 9/24/23 I filed a dispute with my CC. On 9/27/23 received an email stating they were still working on it, had contacted the company and they had until 11/19/23 to reply. On 11/19/23 I received another email that the dispute had been resolved and there was nothing more for me to do. Now I am receiving collection calls from their collection **** wanting their $63.21 and what was agreed between me and the credit company has no effect on what I owe them. My credit score in 824 and they are probably going to ruin it because they claim I owe them the money, which I DO NOT agree with. I know it is not a big amount, but being a widow every ***** counts and I paying another security company.

  Business Response

  Date: 03/05/2024

  According to the terms of the customer's agreement, notice of cancellation must be postmarked 30 days prior to the end of the term. The customer's letter of cancellation was postmarked on August 28, 2023. However, the customer was on a month-to-month auto-renewal, and their current term would have ended on September 12, 2023. Since the notice of cancellation was not postmarked 30 days prior to the end of the term, the account was set to cancel on the following auto-renewal period, which ended on October 12, 2023. While the customer's credit card company settled the dispute, the customer still has an outstanding balance of $63.21 that they are responsible for paying, as they entered into the agreement with their initials and signature indicating they read and understood the terms of the agreement in good faith.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21352953
  
  I am rejecting this response because:The letter I sent to the company was dated 8/18/2023 and I don't think it took 10 days to get from ************** to *************, ****.  Why would the credit card company tell me the dispute was resolved and then the company come back to me months later!!  The problem of having a credit card on file.  They can charge what and whenever they want to.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/21/2024

  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.

  Initial contract signed for 3 years 2017. Upgraded camera extended my contract through 4/25/2024. They claim to replace equipment not working while in contract. My doorbell camera installed with initial contract needed service twice. On the 2nd repair the tech told me the camera was no longer compatible and needed upgraded. I signed that the upgraded camera was installed due to the initial one not working. What I was not told was that they would extended my contract 26 mo. I have spoken with 3 different people regarding this and they refuse to remove the 26 mos extension for replacing their faulty equipment. I offered to compromise and pay an extra 12 mos and they take responsibility for the error. They would not even make a compromise. I would NOT recommend this company to anyone. The technician that came out today even agreed there was a misrepresentation when the upgraded camera was installed. He was apologetic for the miscommunication but said the company would not budge or agree to a compromise. Very poor business ethics. I have never made a late payment in the 6 years of service with them.

  Business Response

  Date: 02/27/2024

  This agreement was entered into in good faith, with the customer's signature indicating that they read and understood the terms of the agreement and that they would uphold their end of the covenant. Part of that covenant includes abiding by the terms of the contract, including the extension. How is AMP supposed to ignore the signed agreement?

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21327675
  
  I am rejecting this response because:

  Equipment is covered while Im in contract. The doorbell was faulty and was replaced and still did not work correctly. I was told to sign for the install of the replaced doorbell camera. I never initialed terms for an extended 26 months. The technician *** never said anything about having to extend my contract.  He saw I was dissatisfied that the chime on the doorbell now wasnt going to work and he installed a smoke detector and O2 sensor (which I did not ask for or need as I already had them) as an offer to compensate for the doorbell not working as expected. My Rear yard camera went bad last week and the tech replaced it with an upgraded camera. I was not asked to sign for install nor was my contract extended. Per my phone call with **** two weeks ago in ***************** equipment is covered while in contract. *** no longer works with the company so there was nothing they could do. I even offered to meet them half way and agreed to pay half of the extended contract. They declined my offer to compromise. Now I will follow my attorneys advice on the matter as I have reached out in good faith to deaf ears. I would not recommend anyone purchase from this company. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/05/2024

  If a customers equipment has a defect like-for-like equipment will be covered under the contract. However, if the customer wishes to upgrade their equipment the customer has two options in such a case - they can either pay for the upgrade or sign a Monitoring Agreement (MA) Amendment. The customer chose the latter and an MA amendment was sent to their email ******************* for them to read and sign. The customers signature indicates that they read, understood, and agreed to the terms of the amendment.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21327675
  
  I am rejecting this response because:

  the backyard camera was replaced a couple weeks ago with an upgraded camera and it did not extend my contract.  The doorbell was switched out with an upgrade because *** the technician said the old style would not work. There seems to be no consistency in your policy. There is no need for you to reply. I will continue to pay my bill through April 2024 which is when my contract ends. Beyond that, I will refer you to my attorney, who is willing to take this case on. Reading other complaints posted from BBB regarding how this company deceives its customers speaks volumes. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/15/2024

  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.

  The company auto-renewed a contract for a security system at a home I no longer reside in. When contacted about cancellation they are wanting a charge of over $1,000.00 to terminate an auto-renewed contract.

  Business Response

  Date: 02/20/2024

  Renewal terms are detailed in section D, necessitating the customer's initials to confirm their understanding of the contract length and auto-renewal terms outlined within. The customer provided their initials. AMP affords customers the standard 3-day right of rescission, allowing ample time to review contracts and reach out with any queries or concerns. This grace ****** permits cancellation without incurring any penalty or termination fee. However, the customer did not contact us within this timeframe.

  
  The customer must either find a willing party to assume their contract or settle the early termination fee.

• Initial Complaint

  Date:02/12/2024

  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 with AMP Smart for a number of years; however, over the last few years we have been experiencing a number of issues that have left us feeling unsafe in our home including but not limited to:1) The Front Door Camera having a delayed response to view the video and we were advised it was an internet connection issue; however, my sister lives down the street and has the same internet company and the same high-speed connection as we both work from home, and she has had no issues with her security system (Vivant). Their technical support came out to look at it, but it still held a delay.2) We have had our alarm go off and instead of contacting me as the primary on the account they continue to contact my sister who is the backup and because of this we have had police come to our home which eventually leads to being charged for false alarms. I have asked that this be updated a number of times, but it still has not been resolved. There is nothing wrong with my phone as I use for it work and receive calls from across the country with no issue and again my sister lives down the street and we are on the same phone plan.3) The last straw was this Saturday when one of the sensors fell off the door, but no alarm sounded, and they didn't call me but instead called my sister resulting in the police being called for a false alarm.Their technical support has been to our home, but these issues continue to arise. We believe that this is a breach of contract since we are not being provided adequate security for our family (especially with a baby). They offered updated equipment and technician, but we have been down that road before and these issues are still not being resolved. We want to cancel our contract which has 21 months remaining, but they are requiring us to pay the remaining balance of over $1500. We believe we should be released from our contact so that our family can have the security needed to feel safe in our home.

  Business Response

  Date: 02/22/2024

  AMP understands the importance of ensuring our customers receive the best service possible, and we strive to address any concerns they may have promptly and effectively.Regarding the recent incident on February 10th, we would like to provide some clarity. It's important to note that on December 20, 2023, the customer declined our offer to provide technical support over the phone and to send a technician to assess their system, including the option to update their equipment. On February 10th, our records show that our team attempted to contact the customer first, but unfortunately, the dispatcher was unable to reach them and was directed to voicemail.

  
  We acknowledge the frustrations expressed by the customer concerning the connectivity of their cameras. AMP is committed to finding a solution. We will reach out to the customer and suggest other remedies that can be done to alleviate this issue.

  
  If the customer would like to cancel, they will need to pay the early termination fee.
  

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21282556
  
  I am rejecting this response because we have had technicians come out before without resolution to the issues and we were advised that we could update the equipment but again we have been so frustrated for a long while that we did not want to have to go through all of that again when we want to cancel our contract.  Please note that a number of times our alarm has gone off and I have not been contacted but I sister was who is a backup to the account.  My phone never rang during these times, and I have asked this be fixed without resolution.  I use my phone for work purposes (which is multi-national) so there is nothing wrong with my phone.  We are at the point where we don't want to keep having technicians coming out, having to have issues for updated equipment to be sent so it works properly, and then having the police come out when alarm goes off because my phone was not called.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/27/2024

  AMP's response remains the same. 

• Initial Complaint

  Date:02/11/2024

  Type:Product 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.

  This firm had an alarm system in ******************************* home in **********, **. Never should have purchased it, She was 89 at the time, living alone, looking after herself. I am now her gaurdian with POA in charges of her affairs. It was necessary we move her to an Elderly Home. I called the company on March 1, '23, advised them 3/18 would be her last day there.I found out by looking thru ***** mail, that they were still drafting her monthly pm;t from her checking acc't.Called AMP again in May asking them to stop the draft. I had to mail them a copy of my POA which I did.In Aug,, I had to ask her bank to officially stop that draft which they gladly did. I called AMP again asking them to refund $471 they should have not drafted. 9 phone calls have repeatedly been answered by "customer Service" people. Same run around, never would let me speak with anyone with some authority. Always "it under review" I have a letter from AMP ddated Jan 16, '24 stating "it under review, decision to be made within 10 days. LuLus account # for the system is ****** and this 'Ticket # is ******* just recently assigned. I took **** out yesterday, her 94th B/D.She presented me with 4 envelopes. They are sending her paper bills in the mail. What can I do to get the $461.93 back they should have never drafted. These people are just a bunch of Snakes in the grass. I'm 84 in excellent health but am caring for my ill wife and don't have time for this mess. Thank you for your time and consideration. ********************** of your BBB office was most helpful, courteous and eager to help me. He is to be commended. I was in business for myself here and had an A+ rating for 20 some years. I don't know how people are allowed to continue operating like this. Go Chiefs. Thank you for your time

  Business Response

  Date: 02/20/2024

  AMP will contact the customer in 2-3 business days to discuss the matter.

• Initial Complaint

  Date:02/09/2024

  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 did not agree to second contract it does not matter how many times I tell this company that I do not want to ring you a contract and I want to cancel. I still get baited in a contract. I need to know what to do in order to cancel. I have been told to email them And did.
  
  2019 a representative knocked on my door and made me believe that I did not have to sign a contract. He stated that I can cancel at any time just by calling them. The product was not very pleasing and had connection issues. I could not get a hold of a representative for assistance and cancellation, I was provided with different numbers and later in the month I finally got an email. The representative told me to contact the email and request cancellation months later when contacted I was told they never received any type of documentation and had no record of my conversations or notes saying that I wanted to cancel , therefore I never called them.
  While speaking with them they stated that I would have to come out of pocket for the remainder of the contract if I wanted to cancel. Therefore, I continued my contract that should’ve expired March 2023.
  
  In 2022 I was notified by representative about renewing. I explained to her that I had been trying to cancel and did not want to renew. She sent me forms stating verbally that if I did not want to continue, then I would sign the documents to finish up the contract, which would be an agreement. I signed the contracts Where it should’ve expired March 2023.
  
  Today I received a phone call for late payments. I was told that I was on a second contract and had 10 more months to go. She explained that the forms that were sent and I signed was a second contract. I don’t understand how these representatives can verbally, manipulate you into signing forms after requesting cancellation. Meryl the representative kept saying why did I sign the forms if I wanted to cancel. This is frustrating that I can not get them to cancel when I didn’t agree to a second contract.

  Business Response

  Date: 02/19/2024

  To ensure customers
  understand their contractual obligations, several measures are implemented.
  Firstly, customers must initial next to the contract term length and sign at
  the bottom to confirm their comprehension of the terms. Secondly, a recorded
  phone call verifies the customer's understanding of the 60-month term, as
  confirmed by the customer saying "Correct." Thirdly, a 3-day right of
  rescission allows customers to review their contract, test the system, and
  raise concerns. No concerns or complaints were raised during this period.
  Should they decide to cancel within this period, they may do so without
  penalty. This customer placed their initials next to the term length and signed
  at the bottom of the second agreement, indicating they understood the agreement
  they were entering.
  
  Customers are
  responsible for their contracts. If they wish to cancel prematurely, they must
  pay the early termination fee stipulated in their contract. Currently, the
  customer has a past-due balance of $284.25.