AMP Security, LLC

AMP apologizes for any frustration that Mr [redacted] has experienced with the equipmentAMP would like to send out a technician to look over the entire system and give more instruction to Mr [redacted] if neededAMP will also swap out any manufacture defective equipment at no cost to Mr [redacted] If Mr [redacted] has any questions, he can contact AMP at

Although AMP strongly disputes Mrs [redacted] 's allegations and has ample evidence that is contrary to what she claims, AMP has determined to cancel the agreement without the termination feeAMP will need the equipment to be returnedAMP's scheduling department will be in contact to determine a convenient time for a technician to collect the systemAfter the equipment has been collected, Mrs [redacted] will have no obligation to AMP

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

AMP sent out the check for $to Mr [redacted] yesterday at 3:pmThe check number was [redacted] and was mailed out via the USPSIf there are questions, don't hesitate to contact us at

First, AMP would like to apologize for Mr [redacted] 's frustrationsAMP will be reimbursing him months of service and an additional for the experience that they have hadAMP's scheduling will be in contact with Mr [redacted] to determine a convenient time for a technician to inspect his entire system and make sure that it is working correctlyIf there are any other questions or concerns, we ask that Mr [redacted] contact us at

Complaint: [redacted] I am rejecting this response because:The requested account number is 438951, also, I have been paying for this "service" despite not having service since June 6thMy monthly payment is $62.99, all money paid from June 7th on should be refunded since service has not been rendered and AMP has given information and lack of resolution Sincerely, [redacted] ***

Mr [redacted] signed the month contractAlso, Mr [redacted] agreed to the term length on the mandatory survey that is conducted during the saleDuring that same survey, AMP asked Mr [redacted] the statements that are listed on the Change of Alarm Company FormThis was to make sure that Mr [redacted] understood what he was agreeing toMr [redacted] indicated that he understood it was a contract and that he was not misledAMP has notified our Billing department to credit two months back to Mr***This was to help rectify Mr***'s initial complaintAdditionally, AMP has contacted Mr [redacted] on the following dates to schedule service: 6/9/2017, 6/12/2017, and 6/13/Each time AMP's scheduling department tried to contact Mr [redacted] he was unavailable or would not pick up the callScheduling has left various messages to resolve his initial equipment complaintAMP is still willing to service Mr***'s system with no fee; he will just need to contact AMP at AMP believes that it has been more than accommodating and fair in trying to alleviate Mr***'s frustrationsAMP still finds the contract valid and binding

Again, as was stated in the previous responses, AMP has cancelled Mrs***'s contract without a termination fee, as was initially requestedAMP has also left the equipment at no cost to Mrs***AMP believes that this cancellation was a satisfactory and fair resolution to Mrs***'s complaint

Complaint: [redacted] I am rejecting this response because:I am attaching copies of the documentation that I received from them You can clearly see the dates on this agreement Agreement made October 26, and I received and cancelled this on October 29, Also attached is their letter dated December 6, terminating the monitoring of the system I, therefore, do not feel I owe them the amount they are claiming and I just want this matter resolved Sincerely, [redacted]

AMP has been in contact with Ms. [redacted] regarding her complaint. AMP has had a technician come out to service Ms. [redacted] ' system on 5/22/2017; the technician installed the camera and replaced the glass break that was having issues. Ms. [redacted] submitted text messages and phone records but the... rep in the text messages stated that he did not extend the 3 day right of rescission. AMP's sales rep did informed the customer, in those same text messages, that there would be a cancellation fee. If Ms. [redacted] is being doubled billed, AMP is willing to address that issue. She will need to contact AMP's customer service at 800.817.3918. AMP has attached the contractual agreements that were made with Ms. [redacted] . AMP believes that the agreements are valid.

AMP has reviewed the agreements and surveys that were done before and after installationAll documentation looks validWithin the pre installation survey, Mrs [redacted] was asked if she reviewed the Change of Alarm Company formMrs [redacted] responded with "Yes" AMP also asked Mrs [redacted] the following question "Why did you decide to switch companies today?” Mrs [redacted] answered that she believed she would receive "better service and better equipment" AMP believes that Mrs [redacted] was informed and understood terms of her agreementAMP has spoken with Mrs [redacted] today and has elected to cancel her account due to the two contractual agreements that she is inAMP has waived the earlier termination feeAMP’s scheduling department will be in contact to determine a convenient time to collect the equipmentWe believe the complaint has been resolved to MrsFrazier's satisfactionAMP has attached all contracts with this response

AMP tries to alleviate any confusion by having a customer sign the Change in Alarm Company FormIn this document, AMP inquires about the sale of systemFor instance the following statements are listed: * "In the event that You are bound by the terms of a monitoring agreement with any other alarm company, You agree that You are solely responsible to pay any remaining balance under such monitoring agreement and provide any required cancellation notice in a timely manner." * "You understand that AMP is not affiliated with the manufacturer of Your current alarm or home automation equipment and at no point during Your dealings today were You led to believe that AMP is affiliated with the manufacturer of Your equipment." * "You understand that neither AMP, Affiliate nor any of their subcontractors will contact Your existing monitoring company to terminate Your agreement with any company or satisfy any remaining payment obligations under any agreement (if applicable)"Mrs [redacted] initialed next to each statement on the Change of Alarm Company FormWhen AMP was informed Mrs [redacted] was being doubled billed by another company, and that she desired to return to Life Alert, AMP acquiesced her request to cancel her systemAMP had not been informed that there was an issue with Mrs***'s sale or installation until Guardian notified us that Mrs***'s daughter had left a complaint on social media AMP apologizes for both Mrs [redacted] and her daughter's frustrationsAMP cancelled Mrs***'s account on June 1, AMP also left the equipment in Mrs***'s home at no cost to herAMP additionally refunded back $to Mrs***’s banking account on June 1, AMP has discontinued the monthly monitoring subscription that was put into effect when Mrs [redacted] decided to have a system installed into her homeAMP has attached all contractual agreements to this response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

AMP issued the refund on October 21st at 3:27:pmThe Merchant Transaction ID number is [redacted] The processor was National ProcessingThis refund was for $ If there are any other questions, please don't hesitate to contact customer service at They are open Monday through Saturday from am to pm MST

AMP has attached all agreements that we have regarding Mrs [redacted] She signed the documents via DocuSign; as have been attached to this responseThe contracts have a certification that provides a time stamp and IP address If she would like to cancel early, she may fulfill two early termination options: pay the accruing balance, in addition to the early termination fee which is stated in her contract in section or pay the accruing balance and transfer the contract into another qualified nameOtherwise, AMP will be holding the customer to the contract

I spoke with Ms [redacted] today regarding her equipment issues and informed her of that AMP has elected to cancel her account with no termination fee and has voided her contractsAMP has notified Guardian Protection Services ("Guardian") of the cancellationDue to Guardian's monitoring policy, there is a day cancellation periodAMP's scheduling department will be in contact with Ms [redacted] to determine a convenient time to collect the equipmentAfter the equipment has been collected, we will refund $which was taken out on 8/9/AMP regrets the frustration that Ms [redacted] has experienced and are grateful the time she took to inform us of the situationIf there are any questions, please do not hesitate to contact us

AMP has reviewed the contracts and quality assurance surveys that are conducted prior and after an installationOn the contract, we inform the customer of the term length and next to the amount, it requires a customer’s initialsMs [redacted] initialed next to the monthsWe additionally require an email, that way the contracts can be sent to the customerMs [redacted] provided the following email: [redacted] In the quality assurance survey, AMP asks for the customer to verify their email and reminds them that their contract will be in their inbox and/or junk mailWe ask them to review their contract and if they do not receive it in their inbox, to contact us to have a physical copy sent to themDuring this survey, we additionally notify them of the term lengthMs [redacted] agreed to the months and understood that the contracts would be sent to her emailAs for the cancellation fee issue, it is stated on the contract in section

AMP has located the account that Mr***'s complaint is regarding and has attached the contracts with this responseUnfortunately, AMP no longer holds ownership to this accountAMP was a dealer for Guardian Protection Services ("Guardian") when the system was installedAMP was allocated the first year to work on the account but after that time frame, it was fully taken over by GuardianAMP asks that Mr [redacted] contact Guardian at to resolve any concerns or questions that he may have

AMP strongly disagrees with all of Ms. ***'s allegations. Again, AMP has done it's due diligence regarding alarm codes and statutes for the state of California. Ms. [redacted] is incorrect regarding a "law" that limits alarm contract term lengths to 2 years. We have contractual agreements that were signed by Ms. ***. We also have telephone calls stating that she agreed to the term length. AMP will not be cancelling Ms. ***'s contract. She will need to take care of the past due balance with the outside collections agency to cancel the account.

Regarding the equipment being left at her previous home, Mrs [redacted] obviously believed that the security system was a selling point with the home's new owners, as was indicated in her Revdex.com response; "It was in my contract with the new buyer or my house that the system stay in the house"AMP did not authorize that Mrs [redacted] could leave the equipment, with no consequence or penalty; nor did it authorize to waive the early termination feeAdditionally, AMP was not notified of the need for a system move until after Mrs [redacted] had sold her homeAMP has a mandatory day notification policy for moves as is stated in Section 7: Customer’s Duties on the Monitoring and Repair Agreement (“MRA”)It states the following: “You must notify us thirty (30) days prior to moving the system to another location”This did not occurAMP understands that there are times when a customer does not review the move requirements listed in their contracts and therefore we provide an offer to help with this situation: a customer can pay a one-time fee of $for an equipment kit and a technician to come out to their new home for the installationAMP does not guarantee that the equipment will be the exact equipment or the same amount of devices that was previously installed in the customer’s old homeIf Mrs [redacted] would like to apply this offer to her account, she can contact AMP at To conclude, AMP apologizes for the frustration that Mrs [redacted] feels but she signed a legal and binding agreement with usWhen Mrs [redacted] was installed AMP provided the equipment at no charge and in good faith, believing that Mrs [redacted] would honor and uphold the contractual agreements that she signed at the time of the installationAMP believes that it should hold her to that agreementAMP will not be cancelling Mrs***’s agreement unless the early termination fee is fulfilled