AMP Security, LLC

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.

Mrs. [redacted] is incorrect with the dates of her sale and installation. Mrs. [redacted] signed the agreement and the equipment was installed on June 11, 2016. AMP received a call from Mrs. [redacted] on June 24, 2016 requesting cancellation options; this was 10 days after her 3 day right of rescission was...

over. AMP's customer service offered Mrs, [redacted] two options; one) transfer the system into another qualified name or two) pay an early termination fee which is stated in Section 8 of her Monitoring Agreement ("MA"). AMP notifies the customer of their right to cancel in two places. One is on the MA in section G and the other on the Scheduling and Installation Agreement ("SIA") in section F. These sections are capitalized, in bold, and a larger font then the rest of the contract. AMP received a letter from Mrs. [redacted] on August 25, 2016, again requesting cancellation. AMP again offered the two cancellation options.  Regarding Ms. [redacted]'s sudden claim that she isn't the homeowner, AMP has a recorded survey where a corporate agent asks Mrs. [redacted] if she is the homeowner. Mrs. [redacted] responded with "Yes, I am.". Mrs. [redacted] is currently in our internal collections for non-payment. AMP asks that Mrs. [redacted] contact our collections department to pay the accruing balance; otherwise we may submit her account to a third party collections agency, as is supported in Section 8 and 13 of the MA. AMP has elected to hold Mrs. [redacted] to this contract.

AMP tries to alleviate any confusion by having a customer sign the Change in Alarm Company Form. In this document, AMP inquires about the sale of system. For 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 Form. When 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 system. AMP had not been informed that there was an issue with Mrs. [redacted]'s sale or installation until Guardian notified us that Mrs. [redacted]'s daughter had left a complaint on social media.  AMP apologizes for both Mrs. [redacted] and her daughter's frustrations. AMP cancelled Mrs. [redacted]'s account on June 1, 2017. AMP also left the equipment in Mrs. [redacted]'s home at no cost to her. AMP additionally refunded back $154.99 to Mrs. [redacted]’s banking account on June 1, 2017. AMP has discontinued the monthly monitoring subscription that was put into effect when Mrs. [redacted] decided to have a system installed into her home. AMP has attached all contractual agreements to this response.

AMP issued the refund on October 21st at 3:27:25 pm. The Merchant Transaction ID number is [redacted]. The processor was National Processing. This refund was for $93.99.  If there are any other questions, please don't hesitate to contact customer service at 800.817.3918. They are open Monday...

through Saturday from 7 am to 10 pm MST.

AMP sent out the check for $199 to Mr. [redacted] yesterday at 3:15 pm. The check number was [redacted] and was mailed out via the USPS. If there are questions, don't hesitate to contact us at 800.817.3918.

AMP is unable to locate the account that Mr. [redacted]'s complaint is for. He states it is for his elderly parents but does not provide their name, address, or account number. We ask that he provide this information, so that we will be able to assist him and help resolve the complaint. Thank you.

Today, AMP has been in communication with Ms. [redacted] and has determined to cancel Ms. [redacted] account with no termination fee. AMP has notified Guardian Protection Services ("Guardian") of this cancellation. Guardian has a 10 day mandatory cancellation process due to monitoring regulations and...

policy. AMP will be leaving the equipment in Ms. [redacted] home with no cost to her.

AMP believes that it has documentation that supports a valid credit inquiry. AMP will not be removing it.

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 shows on Ms. [redacted]'s account that we sent a technician out on July 26, 2017 to repair the doorbell issue. After service was done, the technician reported that the doorbell was repaired. When Ms. [redacted] informed AMP that there was an issue with the doorbell again, we sent a technician on...

August 4. Ms. [redacted] did not answer when we knocked the door and called. The technician then waited for over 20 minutes. AMP attempted to reschedule on August 4; there was no answer. We then left a message with a person that answered the premise number on August 7. On August 9, AMP again attempted to schedule service but we were disconnected and when a call back was made, it would not allow us to leave a message. We were able to schedule Ms. [redacted] for September 28 at 1-3 pm. In a way to help resolve this complaint, AMP offered to clear her accruing balance and pay to have her internet provider move the modem closer to her doorbell camera. This should solve the doorbell issue. Mrs. [redacted] was satisfied with this resolution when it was offered to her via telephone.

AMP has elected to cancel Mr. [redacted]'s contract with no termination fee. Scheduling will be in contact with Mr. [redacted] to determine a convenient time to collect the equipment. After the equipment has been retrieved, Mr. [redacted] will have no obligation to AMP.

AMP chooses to runs a credit check to determine if a customer is a homeowner and to determine it the customer is a good credit risk for our sale promotions. Before AMP runs a credit check, the sales representative is required to get a customer's initials and/or a signature to authorize the inquiry....

AMP has supporting documentation that indicates that Mr. [redacted] authorized a run on his credit.