AMP Security, LLC

AMP has cancelled this account and will be collecting the alarm system on June 24, 2017. AMP has notified Guardian Protection Services ("Guardian") of this cancellation. Guardian has a mandatory 10 day cancellation period due to monitoring regulations and policy.

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]

Ms. [redacted] agreed to the 60 month term on the Monitoring and Repair Agreement. It is required that a customer initial next to where it states the length of the contract term; Ms. [redacted] initialed. Additionally, prior to installation of a system, a customer is required to participate in a quality...

assurance phone survey. During this survey, AMP asks questions regarding the terms of the contract; Ms. [redacted] agreed to the 60 month term length.Regarding the issue with her garage door, AMP apologizes for Ms. [redacted]'s frustrations but we are unable to help. AMP does not own this account. AMP was a dealer for Guardian Protection Services (“GPS”) during 2013 but after the first year of service, GPS attained complete ownership of Ms. [redacted]’s account. We have forwarded this complaint to GPS to let them know that there is an issue with the system. Guardian's customer service number is #888.985.4805.

AMP apologizes for any frustration that Mr. [redacted] has experienced with the equipment. AMP would like to send out a technician to look over the entire system and give more instruction to Mr. [redacted] if needed. AMP 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 800.817.3918.

A technician went to Mr. [redacted]'s home on September 4, 2017 at 4:54 pm. The issue with Mr. [redacted]'s AC unit was not related AMP's thermostat. The AC's water drainage needed to be cleared; the unit began to work after this was rectified.

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 fee. Additionally, AMP was not notified of the need for a system move until after Mrs. [redacted] had sold her home. AMP has a mandatory 30 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 occur. AMP 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 $199 for an equipment kit and a technician to come out to their new home for the installation. AMP 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 home. If Mrs. [redacted] would like to apply this offer to her account, she can contact AMP at 800.817.3918. To conclude, AMP apologizes for the frustration that Mrs. [redacted] feels but she signed a legal and binding agreement with us. When 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 installation. AMP believes that it should hold her to that agreement. AMP will not be cancelling Mrs. [redacted]’s agreement unless the early termination fee is fulfilled.

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]

Complaint: [redacted]
I am rejecting this response because:
Good evening, I am emailing in response to a complaint that I had made back in July of this year.  I have placed the complaint ID # in the subject line.  The company for which I made my complaint stated in their response to you that I would have no obligations with them after their equipment has been received.  I had a technician of my own remove ALL of their equipment and I personally mailed it to them at this address: AMP Security, LLC 1261 S.820 E., Suite 300, American Fork, UT 84003.  I sent it July 24, 2017, tracked it, and the USPS tracking stated they received it.  I am now receiving mailings and phone calls from them trying to get me to change my password for my "account" (that I am not suppose to have anymore) and stating I need to call them ASAP about my account/  Both AMP Security and Guardian Protection Services (who is an affiliate of AMP, LLC) have been doing this.  Is there anything further I can do in order to get them to stop contacting me all together?  I really do not want to take this matter to court.  I do feel as though they are now just harassing me.I appreciate your help with this matter and I do hope we can get this resolved once and for all!  Best regards,[redacted]
Sincerely,
[redacted]

Revdex.com: I have tried calling them with the numbers I have and each number is telling me it not a valid number. If merchant can please call me directly 
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]

Complaint: [redacted]
I am rejecting this response because:
[redacted], I’m sorry I didn’t get my response back in time but here is the thing about AMP’s response.Yes, AMP called me back a few times regarding my complaint but when they did it was only to acknowledge it, but with no answers or resolutions, only to say that someone else would be calling back to schedule an appointment to fix the equipment.  The problem was that once they sold in my area, they skipped town and had no one to service the product they sold me.  They were contracted to service my account for [redacted] for 90 days but DIDN”T. AMP can say they contacted me every day for a month if they want, but what good does it do if it’s all words and no action?As for the issue with payment and billing, if they say I owe them $133.00 and they just agreed to pay 2 months of service (70.99 x 2) for $141.98, then why make it a hassle for me to send them money just to wait (possibly months) for my credit back when they could just pay me the additional $8.98 and be done with it?  I’m already paying [redacted] for monitoring service now since AMP gave up my account early so I would just like to be done with it.Sincerely,
[redacted]

First, AMP apologizes for the experience and frustration that Mrs. [redacted] has had. AMP would like to help resolve the complaint to Mrs. [redacted]'s satisfaction. AMP's customer service manager will be in contact with her today. AMP would like to help replace the equipment and credit a month of monitoring service to her account. Also, AMP asks that Mrs. [redacted] submit her previous company's final bill; we would like to assist with that as well. AMP appreciates and values customers like Mrs. [redacted]. We are grateful that Mrs. [redacted] brought this to our attention.

AMP apologizes for any frustration that Mr. [redacted] claims to have experienced regarding the security system. AMP would like to help rectify this frustration by crediting Mr. [redacted] 3 months of monitoring service and getting a technician out to look over his entire system. AMP will have the technician...

inspect and replace any equipment that may have manufacture defects or issues. AMP will have our scheduling department get in touch with Mr. [redacted] to determine a convenient time for a technician to come out.

AMP had addressed this complaint on August 8, 2017 via our customer service; it hadn't been updated to the Revdex.com yet. AMP apologizes for the delay, it was a clerical error. AMP cancelled Ms. [redacted]' contracts and account on August 8, 2017. The monitoring company, Guardian Protection Services...

("Guardian"), has been notified of this cancellation. Guardian has a mandatory 10 day cancellation period due to monitoring regulations and policy. Ms. [redacted] has no obligation to AMP.

AMP strongly disagrees with all of Ms. [redacted]'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. [redacted]. We also have telephone calls stating that she agreed to the term length. AMP will not be cancelling Ms. [redacted]'s contract. She will need to take care of the past due balance with the outside collections agency to cancel the account.

Complaint: [redacted]
I am rejecting this response because: From day one I was mislead, and I will not feel secure or safe with the monitoring service they provide. Sincerely,
[redacted]

AMP has elected to cancel Mrs. [redacted]’s contract with no termina...⇄ />
to determine a convenient time to collect the equipment. After the eq...⇄ obligation to AMP.

AMP has reviewed the contracts and quality assurance surveys that are conducted prior and after an installation. On the contract, we inform the customer of the term length and next to the amount, it requires a customer’s initials. Ms. [redacted] initialed next to the 60 months. We additionally require an email, that way the contracts can be sent to the customer. Ms. [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 mail. We 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 them. During this survey, we additionally notify them of the term length. Ms. [redacted] agreed to the 60 months and understood that the contracts would be sent to her email. As for the cancellation fee issue, it is stated on the contract in section 8.

Ms. [redacted] agreed to the 60 month term on the Monitoring and Repair Agreement. It is required that a customer initial next to where it states the length of the contract term; Ms. [redacted] initialed. Additionally, prior to installation of a system, a customer is required to participate in a quality...

assurance phone survey. During this survey, AMP asks questions regarding the terms of the contract; Ms. [redacted] agreed to the 60 month term length. Regarding the issue with her garage door, AMP apologizes for Ms. [redacted]'s frustrations but we are unable to help. AMP does not own this account. AMP was a dealer for Guardian Protection Services (“GPS”) during 2013 but after the first year of service, GPS attained complete ownership of Ms. [redacted]’s account. We have forwarded this complaint to GPS to let them know that there is an issue with the system. Guardian's customer service number is #888.985.4805.

AMP apologizes for the frustrations that Ms. [redacted] has experienced. Although AMP disagrees with allegations that Ms. [redacted] has listed, as a way to expeditiously and amicably resolve this complaint, we will be pulling Ms. [redacted] from the outside collections company, Rosenthal [redacted] T[redacted]....

Ms. [redacted] is now cancelled with no termination fee and she may keep the equipment; at no cost to her.

First, AMP would like to apologize for Mr. [redacted]'s frustrations. AMP will be reimbursing him 2 months of service and an additional 1 for the experience that they have had. AMP'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 correctly. If there are any other questions or concerns, we ask that Mr. [redacted] contact us at 800.817.3918.