Complaints

This profile includes complaints for CPI Security Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CPI Security Systems

  4300 Sandy Porter Rd Charlotte, NC 28273-3200

  
• 

  CPI Security Systems, Inc

  7003 Pelham Rd Ste A/B Greenville, SC 29615

  
• 

  CPI Security Systems, Inc.

  5150 McCrimmon Pkwy Ste 401 Morrisville, NC 27560

  
• 

  CPI Security Systems

  2456 Remount Rd STE 307 North Charleston, SC 29406

  
• 

  CPI Security Systems

  38 Rosscraggon Rd Ste D Asheville, NC 28803-1165

  

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:06/05/2025

  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 am formally notifying CPI that I am canceling my service effective immediately due to ongoing issues with the system, and I will not be responsible for any outstanding balance or cancellation fees.CPIs system is faulty: the doorbell and backyard cameras will ring but fail to capture the corresponding video, which defeats the purpose of the service. If the ring activates, video recording should occur, yet it does not. Most recently on June 4th 2025, a contractor was in my backyard at 2 PM; the backyard camera alarm rang, but no video was recorded. I have submitted multiple complaints regarding ongoing issues, including through text messages to *****************.Additionally, a feature allowing me to manually ring an alarm in my backyard to deter animals and unauthorized persons was removed without explanation. When I asked about it I was told we dont have that feature. The cameras frequently generate false alerts, mistaking leaves, shadows, and heavy rain for people or vehicles, which confirms the unreliability of their system.I also received a notification about reaching 80% of my video upload limit, yet due to false triggers, many irrelevant clips are recorded. When I requested a resolution, I was told they would adjust the sensitivity, which is unacceptable.Due to these ongoing issues, CPI has failed to uphold their end of the contract for services. I am requesting that all *** equipment be retrieved from my property within ***************************************************** cease. Delete any card information associated with my account from your system immediately. Please also provide a written cancellation agreement or confirmation via email for my records.If CPI fails to respond appropriately or fails to retrieve their equipment within the requested timeframe, I will escalate the matter by filing a formal complaint with my state's attorney and the appropriate consumer protection agencies, and/or seek legal counsel if necessary.

  

  Business Response

  Date: 06/11/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ********* We apologized for any inconvenience or frustration that Mr. ******** has experienced. After researching the account, I noticed since installation of the system and camera was completed back in 4/3/2024. We haven't been to service and assist any of the issues that was mentioned. All of the equipment is covered under a lifetime warranty and the first year of service, trip fee charges are waived. We would like to schedule a service technician so he/she can service the equipment to correct any and all issues Mr. ******** has experienced.  Please feel free to reach out with any additional questions or concerns and we will be more than happy to help.

  Customer Answer

  Date: 06/11/2025

  I am rejecting this response because it does not address the core issues outlined in my original complaint.
  

  There are simply too many ongoing issues with the system, and I no longer have confidence in its reliability or effectiveness. I am no longer interested in service or repairs. I am formally requesting immediate cancellation of my account and full removal of all CPI equipment from my property within 10 business days. Please provide written confirmation of the cancellation and ensure that all billing and card information is removed from your system.
  

  Failure to comply will result in escalation to the appropriate consumer protection agencies and legal action if necessary.
  

  
  

  

  Business Response

  Date: 06/13/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ********* We apologized for any inconvenience or frustration that Mr. ******** has experienced. The issues Mr. ******** mentioned in the previous complaint can be fixed with one of our trained Technicians. We are more than happy to schedule a technician to come out and assist these issues at no cost. If Mr. ******** would still like to move forward in canceling, he will be responsible for the remaining balance on his account. Please feel free to reach out with any additional questions or concerns and we will be more than happy to help.

  Customer Answer

  Date: 06/13/2025

  First off I am Ms. ******** & my pronouns are she/her. Also I must reiterate that this is not an isolated incident but a pattern of ongoing system failures that have not been adequately addressed despite multiple complaints.

  I do not accept a technician visit as a satisfactory resolution. The persistent issues, including failure to record video during alarms, false alerts, and removal of critical features without notice, constitute a breach of contract and render the service unusable.

  The longer this issue goes unresolved, the more compensation I will seek for any future payments I am forced to make.
  
  I will now escalate this matter to the appropriate consumer protection agencies and pursue legal action. 
  

• Initial Complaint

  Date:05/30/2025

  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 paid for all the equipment needed to have system installed. Even paid 4 months payment in advance. I am not happy with the service at all. It just does not work properly, the flood lights stay on all the time. I am 73 years old on a fixed income and saved for a system. That I am not happy with. They can just take it all back and let me go free.

  

  Business Response

  Date: 06/05/2025

  Dear BBB, 

  Please allow the attached document to serve as CPI security's official response to this complaint. 

• Initial Complaint

  Date:05/17/2025

  Type:Product 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.

  On January 15th 2025, I contracted *** to provide home automation services (wireless thermostat and doorbell camera) at my home address. I paid them at that time $119.88 which was an advanced payment for the next 12 months ($9.99 per month). After speaking with the sales *** I was transferred to technical support to set up the service. After speaking with techs for several hours they were unable to get the door bell camera activated. I left the country and didn't think much of it for the next two months. At no time did I receive the service I paid for.After a couple months I was contacted by *** who claimed that I owed them money and that the bill was going to go to collections if I didn't pay. I explained to them that I had already paid and that I wanted to cancel my service and get my money back for the 12 months I had paid in advance. They refused. They also refused to cancel my service--which I had yet to receive anyway--without receiving another payment.After calling back several times, being given the run around several times, after pleading my case for several hours on two separate occasions, I was finally transferred to a supervisor. I explained the issue to the supervisor (*****) who looked into my account. He saw that for some reason, and mistakenly, CPI had set up an additional account with my address and had charged me in error. He said that he would take care of that issue immediately and remove the charge from the account. I assume he did but I do not know. He also assured me that he would cancel my account with CPI and refund the $119.88 that I had paid back in January for services I never received. Until now I have not received refund of my money. That was over three weeks ago--I was told I would get it within 7 to 10 business days. I have no idea if CPI has cancelled my account. Up to this point CPI has not followed through on their assurances to me. I'm asking BBB to intervene to hopefully get a resolution to this issue. I have receipts, etc.

  

  Business Response

  Date: 05/19/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Mr. ********* I have reviewed the account in its entirety. I have been working with our cancellation and accounting teams and was able to get everything expedited. I also tried to contact Mr. ******** via phone as well to advise that this had been taken care of and that he should be seeing the refund reflect his account.  We apologize for any inconvenience that *********** has experienced. Please let me know if you have any further questions. 
  
  Kind Regards,
  ******** ********

  Customer Answer

  Date: 05/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/17/2025

  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.

  I purchased a home in ************ and moved in at the beginning of May. I wanted to install a security system so I did some research and decided to go with CPI. Within hours of them installing the security system, my air conditioning stopped working. The ** worked perfectly fine every day leading up to this system being installed. I made multiple calls to their customer service center, because they say they have local offices but when you show up to the address listed for ************, its a demod building. I was left on hold for hours at a time, only to then be told its not their problem or their system, its the HV**. When its most obviously NOT the HV** because it worked perfectly fine until this system was installed. While trying to explain this to them, the supervisor hung up on me. I had to call back in, only to be put on hold again for an undue amount of time. The problem is still not resolved. They are not accepting any accountability, nor have they offered to even come LOOK at the system they installed. They diagnosed this issue over the phone and refused to send a technician to my house. I am in my 60s, I have an elderly dog at home, and it is currently 95 degrees outside. This is unacceptable and honestly reprehensible and bordering on negligent.

  

  Business Response

  Date: 05/20/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ****** We apologized for any inconvenience or frustration that Mr. ***** has experienced. After researching the account, I see that our Operations team was able to successfully send out a technician on 517/2025 to address the issues Mr. ***** mentioned in his complaint. The tech notes state that the Thermostat issue has been resolved. The Thermostat is reporting no trouble conditions at this time. I've called Mr. ***** twice this week, today and yesterday to follow up and see if everything is still working properly. Please feel free to reach out with any additional questions or concerns and we will be more than happy to assist you. 

  Customer Answer

  Date: 05/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and although they were able to send out a technician same day, it was only because I called the local salesman who sold me the system. *** Corporate was still telling us that May 27th was the earliest that a technician could come. The local salesman was able to ask a technician to come by same day. We still had a supervisor hang up on us, blame us for the mistake, and tell us that it definitely wasnt their system that it was the ***** The customer service was awful, but the ********************** system/thermostat itself is now working properly.
  
  Thank you. 
  

• Initial Complaint

  Date:05/09/2025

  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.

  First of all, I have been a customer for this company for over 10 years. I have been treated as first class customer until now. For the past month, I have been trying to get a system install to my garage which is not attached to the house since March, I have. 3 technicians to come out and all of them have no idea of what it was requested, I signed documents and I have talked to several reps. ** of today, I still waiting to get the system installed. What really got me concerned is that I called a couple of days ago asking for the operation manager and he couldnt provide me with that info, he instead gave me the name of his manager which name is *****. At first, speaking to ***** he refused to transfer me to the operations manager and after a lengthy conversation just asking for the operation manager, he then say that there was no operation manager. I want the operations manager to call me as I need an answer to the request I previously made.

  

  Business Response

  Date: 05/16/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ******* We apologized for any inconvenience or frustration that Mr. ****** has experienced. After further researching the account, it looks like we have attempted multiple times to get the install completed for Mr. ****** and we have failed to do so. Our dispatch team had availability yesterday morning to complete the install, but we weren't able to reach Mr. ****** via phone call successfully. I've reached out to our Operations and Supervisor teams to gather more information on why we haven't been able to complete this job in a timely fashion. We will attempt to reach back out to Mr. ****** to get this rescheduled for him as soon as possible. Please feel free to reach out with any additional questions or concerns and we will be more than happy to assist you. 

  Customer Answer

  Date: 05/18/2025

   
  I am rejecting this response because:
    No one has reached out to me at all. This is proof of the unavailability for this company to comply with my customers request. I have attempted calling and I asked for the operations manager several times. so far neither the operations manager or anyone has reached out to my via phone or email. 

  

  Business Response

  Date: 05/19/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ******* We apologized for any inconvenience or frustration that Mr. ****** has experienced. A solution was finalized today after speaking with our Sales and Operations team. Our team reached out to Mr. ****** today and made him aware that we'll have a technician onsite tomorrow 5/20/2025 to complete the install.  Please feel free to reach out with any additional questions or concerns and we will be more than happy to help.

  Customer Answer

  Date: 05/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/05/2025

  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 been a CPI customer for several years. In 2022, our doorbell cameras stopped working and we had a technician out to look at repairs. I was told they could not be repaired, but that I could purchase new ones that were more than I was willing to spend. I asked for the account to be cancelled and was told it was. Despite this, *** has continued to charge my account monthly. I spoked with ******* ********** on 4/11/25 and was advised I needed to sign a document to cancel. The document was emailed to me, but the link did not work. I advised ******* of this and have yet to get a new link. I am now getting certified letters with outstanding balances.This company has made it impossible to cancel their service and continues to charge customers even after the try to cancel.

  

  Business Response

  Date: 05/06/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ******* We have reviewed her account in its entirety. The first time that we were advised that Ms. ****** wanted to cancel her services was when she contacted us on April 11th.She stated that 2 years prior, she cancelled with a technician. The only technician who came to her home other than her original installation was on June 5, 2022.This technician came out regarding her doorbell camera. There are no notes to indicate that she desired to cancel services at that time. The services have remained active. When she contacted us on April 11, 2025, we advised that we needed notice of the cancellation in writing and that a cancel letter needed to be signed. Our records indicate that this was successfully sent on April ******* outlined in the contractual agreement, this cancel letter is needed in order to cancel services. We spoke with Ms. ****** on April 30th, the representative offered to get her to our cancellation team because the cancel letter had still not been received, and she declined. I have had our cancellation team resend the cancel letter to Ms.******* ***** to sign today. Once we receive this signed, we will terminate the services.
  
  Kind Regards,
  ******** ********

  Customer Answer

  Date: 05/06/2025

   
  I am rejecting this response because:
  I replied back to the cancellation letter on 4/11 multiple times telling the person that sent it that I could not open it. He was condescending in his response and refused to assist me. I received a phone call trying to collect money. I declined to pay it. I did not decline to cancel.

  CPI has said that they have sent another cancellation notice for me to sign. They have not. Again, they are making it impossible to cancel services and continue to twist the facts. 

  Thanks

  Dr. ******

  

  Business Response

  Date: 05/13/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence by Ms. ******* I personally reached out to Ms. ****** following the most recent response to resend and confirm that she received the cancel letter. She was able to sign and send this back. As a result,her account will be cancelled in its entirety.
  
  Kind Regards,
  ******** Thompson 

• Initial Complaint

  Date:04/30/2025

  Type:Customer Service 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.

  My complaint pertains to the fact that ******************** refuses to schedule a technician to finish the installation to an upgrade to my security system. On April 9, 2025 a technician came to my house to install an upgrade to my security system. Later that afternoon I realized he had not installed a new sensor at my backdoor. It was previously hardwired and need a new sensor to work with the new panel. I emailed the technician that afternoon but did not receive a reply. The next day I called their customer service to make them aware of the oversight. The agent was rather rude and said the next available date was April 22. So on April 11 I sent an email to customer service concerning my disappointment with their sense of urgency in the matter. I have been a customer of CPI for almost 20 years. They replied that they would try to move up the date. By the 22nd I did not get any communication concerning the scheduled installation. I emailed them again and they told me my job had not been scheduled yet. I replied to their email for the contact information of the senior vice president of their department. I was told they did not give out that information. I tried to email them again yesterday and their server rejected my email address. The automated reply to me said Recipient email server rejected the message. I guess I got cancelled! I do have copies of all the emails if they are required.

  

  Business Response

  Date: 05/05/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Mr. ******** I personally reached out to Mr. ******* regarding this complaint and was able to provide him with an updated email address and scheduled for a technician to come out. Please let me know if you need any further assistance.
  
  Kind Regards,
  ******** ********
  

  Customer Answer

  Date: 05/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/30/2025

  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.

  Hi BBB,I'm writing this complaint out of sheer frustration because QEI refuses to let me cancel my subscription. I initially signed up with ************** back in 2021 when I built my house. My 3-year contract expired last year, and I'm beyond ready to move on.Every time I call to cancel or even say the word "cancel," their customer representatives suddenly become unhelpful. They insist on passing my information to someone else, but its all just smoke and mirrorsno one ever gets back to me! This ridiculous practice has been dragging on for months, and its infuriating that Im being forced to pay $50 month for a service I no longer want or need. I honestly need your help to address the unethical tactics QEI is using. Sincerely, ***** *********

  

  Business Response

  Date: 05/02/2025

  Dear BBB, 
  Thank you for your assistance in forwarding the correspondence submitted by Mr. ********** We sincerely apologize that Mr. ********* would like to cancel his services. We do not want to lost him as a customer, but we certainly do not want him to feel that he is being neglected of his right to cancel. We attempted to give Mr. ********* a call to see if there was any way we can save him as a customer, and if not, walk him through the cancellation process. We were unable to reach Mr. ********* at that time. If he would like to give us a callback, we can certainly discuss any issues that he may be experiencing that has lead him to want to end his services with us, or we can help him get the account closed. Please let us know if anything else is needed and we'll be more than happy to be of assistance. 
  Kind regards, 
  Chukiara ****

• Initial Complaint

  Date:04/18/2025

  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.

  In December, my bank account got hacked. I had to close it after ********************************* the *** updated my payment informationand thought I was good in January. I received a notice saying that I was late and they charge me a $20 return check fee. I disregarded it cause I figured I did something wrong and when I went ahead and paid the fee and processed payment then made sure that everythingwas up-to-date again. Come February same issue it did not come out the same account so therefore they hit me with another penalty. Ive been on with this since January its been charged a total of $60 in fee fees I just spoke with somebody they agreed to waive one $20 fee But do you over the year I paid them over $300 which with a crew to the amount that I would normally pay them for the theyre providing I have since gotten in contact with customer service and made sure the account is up-to-date through them versus through the app, but theyrestill saying I owe a balance. I want this corrected and all the fees waived. If there are a balance owed down, I want it sent to me an email for documentation cause I have no access to any of my bills on site andthey just emailed me the last bill. I dont like something being set up on automatic draft without at least knowing the amount a bill be an issue month I also have a problem with one of my smoke detectors upstairs, but theyre trying to charge me a fee to come out when I signed up they told me as long as I maintain the system they replace the equipment for of charge. I was never told Id be charged a dispatch fee. I understand if people have use it but for me to have service with them over 3 1/2 years and I have an issue and Im still charged a fee to come out as absurd minimum they shall allow one visit a year for a problem and a fee after that

  

  Business Response

  Date: 04/24/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ****** We apologized for any inconvenience or frustration that Mr. ***** has experienced. After further researching the account, Mr. ***** has been on automatic draft from 2022 through December 2024. Mr. ***** stated his account was hacked in December 2024 in which we weren't made aware of until ***** 2025. During that time our system was still drafting out the bank account that was compromised which resulted in "$20 payment return fees". Mr. ***** did pay the return fees from Jan 2025 - March 2025 and we waived the ***** 2025 return fee due to us being made aware of the situation. Our records show that Mr. **** made a payment through the *** app on ***** 7th. This payment went towards the monitoring balance for March $79.90 and a $20 payment return fee. The monitoring balance for ***** is still owed and that's why there's still a balance reflecting on the account. One of our representatives assisted Mr. ***** on ***** 18th and handled all billing issues. Mr. ***** has also been made aware of our Trip Fee charge since February 2024. We would be happy to schedule a service appointment to address any issues or concerns. I attempt to call Mr. **** twice to discuss his concerns but had to leave voice messages. Please feel free to reach out if anything else is needed and we will be more than happy to help. 

• Initial Complaint

  Date:04/09/2025

  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.

  1.Miscommunication and Failure to Explain Process:When I moved in the fall, I was assured by CPI that they would handle the pick-up and installation of my equipment in my new home. However, I was not informed that two separate teams were responsibleone for dismantling and another for assembling the equipment. I was never told that I would be responsible for the inventory or transfer of gear. This lack of clarity and organization led to a chaotic and frustrating experience.2.Account Management and Contact Information Issues:My phone number was inexplicably detached from my account, and for weeks, I was unable to receive service calls as they were being directed to a New York City number that was unrelated to my account. ************ and Ongoing Installations:The installation process itself took weeks, and, to this day, it is still incomplete and not functioning correctly. 4.Security Concerns:Recently, when I tried to reach out for help, I was informed that my "safe word" was not recognized.5.Unreliable **************** and Missed Appointments:The call center is now unreliable, and appointments, which were once timely, are now weeks out. In March, I was forced to take an entire workday off to accommodate an appointment that was later canceled without any prior notice. 6.Failure to ************* Obligations:CPI continues to insist that they cannot release me from my contract, despite repeatedly failing to meet their service obligations. I feel unsafe with the service provided, as the company has failed to maintain my contact information, secure my account, and fulfill their commitments.7.Failure to Add My Partner to the Account:When my partner, ******* *****, and I moved in together in October, he was supposed to be added to the account. This was not done, which has caused additional complications and unnecessary delays when attempting to resolve issues with CPI. This failure has only added to ongoing frustration with the company

  

  Business Response

  Date: 04/10/2025

  Dear BBB,
  
  Thank you for assistance in forwarding the complaint submitted by Ms. ******** We have recently responded to a better business bureau complaint by Ms. ******** partner ***** ***** for this same issue last week. When the previous complaint was submitted, we reached out to Ms. ******* to attempt to speak and rectify any issues that she was experiencing. Ms.******* refused any further assistance. For clarification, the transfer process from Ms. ******** previous home and new home were transferred correctly. The representatives provided Ms. ******* with all of the correct information. Ms.******* called in initially after the move upset because she wanted window sensors. We advised that there were no window sensors in the old home and that she would have to purchase new ones. She threatened to contact the Better Business Bureau about that. We waived the trip fee and also gave her a temporary rate reduction for 3 months at $9.99. This saved her almost $200. She was scheduled for a technician to come out on March12th between 8 & 12. The technician was running behind and we advised that the arrival time would be closer to 12:30. She reached out and told us to cancel the appointment. We tried to reschedule the appointment with her and she declined.
  
  As previously stated, we reached out to Ms. ******* and spoke to her in detail on April 2nd after her partner filed the initial complaint. Ms. ******* will be responsible for any early termination fees. We understand this is not the response Ms. ******* was hoping for, but we have not failed at our service obligations and are willing to reach out to her and have a technician come out to install the sensors.  
  
  Kind Regards,
  ******** ********

  Customer Answer

  Date: 04/10/2025

   
  I am rejecting this response because: CPI has failed to honor their contract with me. The person in the email has only partial information. This is the first I have heard of her. She is correct in that I have spent hours with them on the phone since I moved. But she has failed to address that they lost my phone number and my repeated requests for assistance went unanswered. My equipment does not work correctly. I have not even armed the system since I live here because I have lost all faith in their ability to provide any service.

  I am not talking about sensors. When we finally made arrangements for a technician to come out here recently it was not even communicated as a priority. And under normal circumstances I am very reasonable and 30 minutes after a four hour window had expired wouldn't be so terrible. But I have to work. I have a job and a family. *** has failed me and my family and their commitment to my service. And me constantly have to call, fight argue, document and them give me these brief discounts is unfair and abusive. 

  
  

  

  Business Response

  Date: 04/16/2025

  Dear BBB, 

  Please allow the attached document to serve as CPI Security's official response to this complaint. 

  Customer Answer

  Date: 04/16/2025

   
  Dear Better Business Bureau,

  
  I am writing to formally reject CPI Securitys recent response to my complaint. Their ***ly is not only inaccurate, but continues to add to my growing frustration with this entire experience.

  
  CPI has ***eatedly wasted my time, energy, and patience. They have not correctly documented phone calls, lost my phone number at one point, not returned calls that a sales *** promised would be returned, not explained processes correctly, missed scheduled appointments, failed to communicate properly, and continuously fallen short in upholding their end of the contract. I am sorry if there was a miscommunication regarding sensors. But that is nothing to do with the real issues I am having. I have had to spend hours on the phone trying to get things resolved. Hours. This has been going on since October. The *** complaint just started this spring. Given this ongoing pattern of behavior, I have to ask: why am I expected to continue fulfilling the terms of a contract that *** is clearly unwilling or unable to honor themselves?
  Even more telling is the carelessness shown in their written response with major spelling errors and lacking any real sense of professionalism or accountability. This reflects just how little CPI seems to value me as a customer and the ***utation of their business. Whats truly upsetting is that it wasnt always this way. In the beginning, CPI provided a level of service and care that made me feel like I was getting value for this relationship and I encouraged others to use CPI. The relationship has entirely soured.

  
  I remain deeply dissatisfied and request that this complaint remain open. Thank you for your continued support in advocating for fair and reasonable treatment.
  Sincerely,
  ***** *******
  #********

  
  

  

  Business Response

  Date: 04/21/2025

  Dear BBB, 

  Please allow the attached document to serve as CPI Security's official response to this rejection.