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.

  7019 Albert Pick Rd Ste A Greensboro, NC 27409

  
• 

  CPI Security Systems, Inc.

  5150 McCrimmon Pkwy Ste 401 Morrisville, NC 27560

  
• 

  CPI Security

  531 Clemson Rd Columbia, SC 29229

  
• 

  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:11/28/2022

  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.

  I cancelled my service with CPI security in August, 2022, however, they continue to debit my account for billing. Have spoke to them twice to correct to no avail. I am paying for an account that I do not have!

  

  Business Response

  Date: 11/29/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding  the complaint submitted by **************. We apologize for any frustrations ************ experienced during the process of terminating his services. Our records indicate that we spoke with ************** on the morning of November 26th and advise that there was no cancel letter signed. ************** electronically signed it while on the phone with the representative and the account was terminated. We advised ************** that he will receive a refund. We feel this satisfies this complaint. Please let me know if you have any questions or concerns.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:11/22/2022

  Type:Billing 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 cancelled CPI in July 2022 because we moved and paid for services that never worked for us (the app and door lock when we requested help, they wanted us to pay them to fix THEIR equipment). I never received a bill when I cancelled. I recently got an email with a late fee attached. I then reached out to CPI asking them to remove the late fees, as I never received payment information or an actual bill with payment instructions before they charged me those fees. I never received a call or email back. Then I find out I was referred to collections, with NO warning and never a paper bill. I discovered today that the rep who recorded my address on the phone did so incorrectly, and then they had another address on the email that was also incorrect. I still have never received a bill in the mail. I have a great credit score and have never missed a payment to CPI over the 3 years I was using them for security. This is completely unacceptable and I would like a partial refund in addition to the late fees being removed. At this time, I am in a large community and will NOT be recommending CPI or signing up again due to these horrible business practices. Unless, of course, they make this right. I have attached a copy of my email bill that has my incorrect address on it as well as late fees that I requested be removed due to me not receiving a proper bill in the mail. I dont even check this email very often and that is a terrible way to send any correspondence that involves a debt. They had my phone number and couldnt call me even when I emailed them twice. I am utterly disgusted.

  

  Business Response

  Date: 11/22/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding  the complaint submitted by ************. We apologize for any frustrations ************ experienced. We have thoroughly reviewed Ms. ***** account in its entirety and have determined the following: On July 22, 2022,************ reached out to us to advise us that she was moving in with family and needed to cancel the service. We advised her of the remaining time on the agreement and the early termination fee. ************ signed the cancel letter and the account was terminated in its entirety. The early termination fee was billed to the account. We have sent out multiple bills electronically to remind of this balance. As of November 1st, the balance had not been paid.Therefore, we sent the balance to the collections agency. The late fees totaling $22.60 have been waived. ************ will need to contact the collection agency to pay the balance.
  
  For clarification, there were no ongoing issues with the system that we were made aware of. We only had 2 technicians come to Ms. ***** home since her original installation in 2018. One was in 2018 for a front door low battery and to look at the doorlock. The other appointment was in 2019 to add an additional sensor on the door.  Please let me know if you have any questions or concerns.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 11/23/2022

   
  I am rejecting this response because:
  I never received a paper bill. My address was incorrect, and I even filled out a form online requesting assistance regarding this. I never heard back. The agency is charging a fee in addition to for final balance and that is not something that should be passed on to me since I never got a bill. I was ready and willing to pay the cancellation fee, but I needed a way to pay it as I was not going to give credit card info over the phone. Also - there were ongoing issues with our sensors but when we were told we had to pay to fix something that wasnt our fault, we just didnt use them anymore but had to continue paying for equipment that didnt work. I agree to pay the actual invoice minus any late fees or agency added fees. I have been told that its illegal for them to increase that balance. This is not a way for me to get out of paying for the cancellation, but the way I am being treated as a consumer who paid on time for 3 years is unacceptable. I have a family and my husband lost his job and I only want to pay my original cancellation fee. For a large company, this should not be an unreasonable request.

• Initial Complaint

  Date:11/22/2022

  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.

  My name is *********************** ********************************************************* ************ I signed up with CPI about 8 months ago. My service consists of cameras indoor and outdoor with one being on the back of my home. Out of those 8 months a technician has had come to my home like 8 times out of 8 months for failure of equipment, etc...First of all my front door camera should inform me through my cell phone that someone has either stepped on my porch and or rang my doorbell by sending me a notification where as I can simply look at my phone and see whomever is at my door or has rang the doorbell and speak to them through the phone without having to go to the door. "I CAN NOT DO THAT "! The only thing it let's me know is that someone is on my porch or that they have pushed the doorbell. I can not go to my phone from my messages and see anyone or speak to anyone from my cellphone. I have called and talked, called and talked, called and talked, yet and I am still I having the same problems. I have sat at home on 9 occasions with a window of 4 to 5 hours waiting on a CPI technician to come to my home for other technical reasons as well as on the phone with them for hours at a time as I was on Friday pass.My last time speaking with them was 11-18-22. I was on the phone with technician an extended amount of time. He could not fix the problem and said someone would call me back after 4:00 pm that same day, this was around 10 or 11 am. I told him that I had been told that before and no one ever called so he promised that someone would definitely call me back that day. Today is 11-21-22, 2:05 pm and I haven't heard a thing from anyone at CPI.I pay them ***** a month and all I want is for my service to work as it should and that I get what I signed up for or they freely let me out of the contract so that I can get a security service that will stand up to what it offers and what I am paying for.Thanks In Advance!

  

  Business Response

  Date: 11/23/2022

  Dear BBB, 
  Thank you for your assistance in forwarding the correspondence submitted by **************. We sincerely apologize for any inconvenience this may have caused **************. After further investigation of Mr. ****** account, it has been determined that he has received an abnormal amount of service calls during his time with CPI Security. We have also sent a software update to Mr. ****** security panel to see if that will resolve any recurring issues with his security panel. We have contacted our Operations and Quality control team in the ************** to help resolve any recurring issues that ************** is experiencing. Due to his experience, I have placed a credit of $139.97 which will cover December, January, and February of his monitoring service. He will still be responsible for his smart pay since the equipment is under a finance agreement. We will contact ************** directly to schedule a service appointment. Again, we sincerely apologize for any inconvenience this may have caused. Please feel free to contact me directly should you need any additional assistance regarding this matter. 
    
  Kind regards, 
  Kiara 

  Customer Answer

  Date: 11/23/2022

   
  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:11/03/2022

  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 purchased a new home in May of 2022 and contracted with CPI home security for a home security system. The system was installed on May 13th, 2022 and there was not one month over the next 5 months when there wasnt an issue with the system. Every month something malfunctioned and it required system support via telephone or on-site technician. Finally, after 5 months I chose not to continue with CPI as the system was not delivering the personal or home security that I purchased the system to provide me and that I was promised it would. I did not feel secure when at home and I did not trust that my home was secure when away as there was always something going wrong with the system.To cancel the contract, I was told I would be required to pay the equipment costs balance in full, which I did in the amount of ****** (receipt attached). I was not, however, allowed to cancel the monitoring portion of the contract and CPI is going to continue to bill me ***** monthly over the next 4.5 years even though they will not be providing monitoring services. I believe this is unconscionable. I paid for the equipment in full but I do not think I should have to continue paying ***** every month for the next 4.5 years. I want this contract cancelled without further financial obligation.

  

  Business Response

  Date: 11/07/2022

  Thank you for your assistance in forwarding the complaint submitted by ************************. We apologize for any frustrations or inconvenience ************************ has experienced. We have reviewed the account history associated with ********** monitoring services and determined the following: ************************ executed a 60-month agreement for monitoring services with CPI Security and took advantage of the option to finance his equipment over a 60-month term. ************************ signed the contractual agreement on 4/26/2022 which confirms he was in agreeance to these terms. ************************ security system was installed on 5/14/2022.Post installation ************************ contacted CPI Security on advising that he was having issues with his doorbell camera and smart hub panel. ************************ received service in timely manner and our Service Technicians attempted to resolve the problem at each service appointment by replacing the existing equipment. We are more than happy to schedule a senior tech to resolve any issues that are recurring within Mr. *********** security system, we will also and issue an additional credit of $49.99 to Mr. *********** account for the inconvenience. To satisfy the account, ************************ would still be responsible for paying the remaining default monitoring and financing charges if he wishes to cancel the agreement.  Please reach out to me directly with any further questions or concerns.
  
  Thank you,
  Kiara

  Customer Answer

  Date: 11/07/2022

   
  I am rejecting this response because:
  I had issues with the *** system every month for the entire 6 months I had it. The system did NOT provide me with the sense of safety and security that *** so proudly advertises and the reason I entered into the contract with them. I see this as breach of contract by ***. I have paid ****** in full to satisfy the equipment portion of the contract cited and I want the monitoring portion of the contract cancelled without further payment due. The system has been deactivated and I have moved on to another home security system. The only monitoring provided by *** at this point is a daily email telling me the system is not transmitting a signal. No one has called me to ask if I am OK. That is because they know that I have had it deactivated and another system installed. The only resolution I will accept is cancellation of the ***** plus **** monthly service fee (*****). I will continue paying monthly as I know if I don't *** will destroy my credit. That said, notwithstanding resolution via BBB or the filed complaint with the ** ************** of ******** Affairs I will move to litigation with personal attorney.

  *** business practices are abysmal. They refuse to provide me with a final invoice regarding full payment of the equipment (******) but they refuse to issue a monthly billing invoice payable online or a receipt of payment when I pay the monthly bill via telephone, which I did on November 4th (reference #****************). I was told by customer service that I would receive a receipt of payment via email and I never received it. And yes, I checked my SPAM folder.

  

  Business Response

  Date: 11/09/2022

  
  Dear BBB,
  Thank you for your assistance in forwarding the complaint submitted by ************************. We apologize for any frustrations or inconvenience ************************ has experienced.  On 4/26/2022, ************************ signed a monitoring contract that states he would be responsible for paying the full monitoring and equipment balance in the event he decides to cancel. Please reach out to me directly with any further questions or concerns.

   

  Thank you, 

  
  

• Initial Complaint

  Date:10/31/2022

  Type:Customer Service 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.

  10/28/2022: Tech came early to replace doorbell camera. I was not texted with his name or ETA as promised and he did not offer any ID on arrival. Tech ripped router off the wall [unnecessarily] leaving wall damaged. Tech left parts all over the front porch include MAC ID of doorbell camera. Tech left without checking anything--customer REQUESTED validation of items changed and had to check camera herself, later finding that the doorbell no longer rang inside the home when pushed. Inspection of the work done found wires a mess, circuit board hanging loose and wiring done backwards. Call to support was useless. [as it always is] and now customer must wait over a week to have the problem fixed the right way and MISS time from work to meet with CPI. Customer had a working system before they arrived for a simple replacement; now we are broken. Customer support said 'it is not a big deal' and said they would call on Saturday to let me know the status. They did not call--as usual. Being with CPI more than 20 years has only gotten worse and worse. You can't even find out who is in charge; you are at the mercy of nasty customer support reps who will say.. 'I am it'. If you ask for a supervisor..good luck. They will attempt to call ONE TIME maybe..and will not give you a time or callback number...and they usually call the 'wrong' number. I have now given up my weekend hoping they would call, missed 1 day of work and also will need to miss another on 11/10 if they ***** me with their presence... This has also caused me to cancel a business trip on this day. The $$ I am in the hole over a simple doorbell replacement is astounding..and they really do not care. They have made that very clear. This all started from a billing issue on THEIR END ... and then in discussion they offered to replace the doorbell..and as usual... a mess resulted... when our alarm goes off... they never even call..I doubt monitoring is even working...

  

  Business Response

  Date: 11/01/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by *************. We apologize for any frustrations ************** may have experienced. We have thoroughly reviewed the account history associated with ************** and have determined the following: We sent a technician to Ms. ****** home on October 28th to upgrade her existing doorbell with a newer model. This upgrade normally is $249+tax, however, we offered ************** a promotion in which we discounted it to $99+tax. Shortly after the technician left, ************** contacted us to to advise that her doorbell chime was not working, she did not like the way the chime box was wired and that she was not satisfied with the technicians work. The representative advised ************** that our operations team will work to route a new technician out. The representative also offered ************** 2 months free of monitoring for the inconvenience. A year free of monitoring is not a feasible settlement.  We had a technician out to Ms. ****** home yesterday, October 31st. The technician advised that when he was onsite, he was able to resolve all issues. ************** has never made us aware of any damages the initial technician caused other than in her better business bureau complaint. As a result, our Quality Control team has attempted to reach out to ************** for an onsite assessment of any damages. However,they had to leave a  voicemail. We look forward to hearing back from ************** to resolve her issues. Please let me know if you have any further questions or concerns.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:10/10/2022

  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 ordered alarm service from cpi the agent came to my house and wrot up a contract I requested 2 cameras and a doorbell camera when we were finished he asked me to sing a computerized contract that I could not read I asked for a paper contract and he told me he couldnt print it I refused to sign because I couldnt read He said he would bring the contract later but did not I called and he told me he was working in a area that was a long distance away and would bring it at a later date When the enstallers came they still did not have a contract and did not install either camera only doorbell stating the attic was inaccessible I made several calls to CPI and finally got on camera installed however there was still no contract after severa other calls I was told that my contract only stated one camera and I let them know I was unable to read it and had erefused to sign requesting a paper contract the agent informed me I had signed I obtained a copy of that contract and informed them that I had not signed the contract and it was not my signature I have spoken to several CPI employees and not been given a satisfactory response Please help me to get a resolution to this problem I am a handicapped senior citizen and I know I am being treated unfairly

  

  Business Response

  Date: 10/12/2022

  Dear BBB,
  Thank you for your assistance in forwarding the correspondence submitted by Ms. ******* We have contacted Ms. ****** and we are working with Ms. ****** directly to resolve this matter. We will be working our rewrite team to provide a paper agreement for Ms. ****** to review and sign. CPI Security will also provide an additional exterior camera to her home at no cost with her monthly monitoring rate staying the same.  We sincerely apologize for any inconvenience this may have caused and look forward to providing a satisfactory resolution.Please feel free to contact me directly should you need any additional assistance regarding this matter.
  
  Kind regards,
  Kiara 

• Initial Complaint

  Date:10/06/2022

  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 began using CPI Services in September of 2018. The sales rep explained to me that there was no contract and I could cancel at anytime. I would just have to pay off my equipment if I cancelled before it was paid off since its included in my monthly monitoring bill. That was a great selling point to me since I had never had an alarm system and wasnt sure if I would like it. Immediately I began having issues with a sensor in ***********. CPI sent guys out 2-3 times and the problem never got resolved. We had daily error alarms and quite frankly became very annoyed with it. So we decided to not even set the alarm or use it. Fast forward to June of 2022, I had called to have CPI cancelled and was told my equipment wasnt quite paid off yet and I would have a hefty early termination fee. I agreed to pay off the equipment and settle the debt but the rep refused to remove the early termination fee even after I explained to them I was told there would be no fee for cancelling. Nothing was resolved. I called back once again and wasnt allowed to cancel even after explaining my case. I have received multiple bills with outrageous late fees, check return fees, and early termination fees. Im willing to pay what I owe but these other outrageous charges are out of line and went against what I was told on the initial sign up.

  

  Business Response

  Date: 10/06/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ************. We have thoroughly reviewed the account history associated with ************ and determined the following: October 2018, ************ executed a 60 month agreement for equipment and monitoring services with CPI.In addition to the 60 month agreement, ************ opted to take advantage of our Smart Pay program where he would not have to pay for the equipment upfront but pay it off over 60 months. These two agreements are coterminous.
  
  In February 2022, ************ contacted us and mentioned he wanted to terminate his account prior to the conclusion of the contractual terms.The representative explained the early termination fees as outlined in the contractual agreement. ************ advised that he was having issues with some of his sensors. He decided not to cancel and was transferred to our Technical Support team. When we attempted to process the March 2022 draft, it was returned to us. From March 2022 to September 2022, we attempted to reach ************ over 50 times and received no response. Due to no payment, the balance was turned over to the collections agency. We have acted within contractual agreement terms. Please let me know if you have any further questions.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:10/03/2022

  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.

  My husband and I are elderly, 91 and 88. All we wanted was a security system, not a monthly monitoring system which is what we ended up with. The rep said they had a special for 3 years, but I never understood it was a contract. I never signed a contract. Now they tell me it was docusign, which I have no idea what that is. I never received a contract. I, in no way understood it was for the monitoring. I paid them up front for the equipment ($850) and have paid $49.99 per month since. I originally tried to cancel this order 7 days after the agreement and was told it was too late. At this point, my husband and i can not afford the $49.99 per month for something we do not use. I called to cancel. After spending 40 minutes on hold, the cancellation department said they would take care of the cancellation but that we would still be responsible for the remainder of the contract, which is approx $1550. I feel this is a scam and this company preys on elderly people. I do not intend to pay this bill. I will be contacting my local senior services center and my local VA ****** to find out what my options are for being abused and preyed on.

  

  Business Response

  Date: 10/04/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by *********************. We apologize for any frustrations or inconvenience ******************** has experienced. We have reviewed the account history associated with Mrs.********* monitoring services and determined the following:  November 9th, 2021, ********************* executed a 39-month agreement for monitoring services with CPI Security. Mrs. ********* initials are notated on the contractual agreement right beside the length of the contractual terms which confirms she was in agreeance to these terms.  Mrs.********* ********************** system was installed on 11/9/2021. Post installation, ******************** contacted CPI Security on 11/15/2021 advising that she wanted to cancel due to issues with her cameras and that she did not agree to a monitoring agreement. Customer for life Team lead pulled the call between the customer and representative. The representative did make ********************* aware of the monitoring agreement terms and agreed on an installation date. ********************* has contacted CPI numerous times speaking with leadership and has been advised that she is responsible for the remaining default. ********************* received a cancellation letter on 9/30/2022 and signed the cancel letter in agreeance of the default.  To satisfy the account, ********************* would be responsible for paying the remaining default charges.  Please reach out to me directly with any further questions or concerns.
  
  Thank you,
  Kiara 

• Initial Complaint

  Date:09/28/2022

  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 have had CPI Security for several years. The contract is in m name only. When my husband and I separated I rented a duplex at *********************************************************. I called them several mos. ago to let them know I was moving and that I couldnt have CPI at my current address. I asked them to cancel the services. They cancelled the services, but the are claiming that I had a 5 yr contract and that I was still responsible for the balance of $587.55 and that they could not cancel the contract. I was told that the payment was late and it had been turned over to a collection agency (RMTI). I called them several months ago and my payment wasnt late.I think it is totally unreasonable for them to expect me to pay the balance of the contract when I have been told by the management where I currently reside that I cant use CPI. I want them to cancel the contract and correct the credit report. The account # is ******* and my previous address was ********************************************************************

  

  Business Response

  Date: 09/28/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ********************. We apologize for any inconvenience ******************** has experienced. We have completed a thorough review of the account history associated with ******************** and have determined the following: August 2018, ******************** executed a 60 month agreement for equipment and monitoring services with CPI.In addition to the 60 month agreement, ******************** opted to take advantage of our Smart Pay program where she would not have to pay for the equipment upfront but pay it off over 60 months. These two agreements are coterminous. The equipment came to a total of $800.36. On April 2022, Ms. *********** quired about cancelling her account. We advised that as outlined in the contractual agreement, an early termination fee & the remaining equipment balance would be necessary to successfully close the account. ******************** requested a copy of her contractual agreement.
  
  In July 2022, ******************** reached out to us and advised that she was moving and will not need the security system in her new home. She was advised again of the early termination fees. We also advised that if the new homeowners took over the remaining monitoring term, she would only be responsible for equipment. She advised that the new homeowners did not want to take over the remaining terms and that she would contact the Better Business Bureau if we did not make an exception. As outlined in the contractual agreement, the early termination fee and remaining equipment cost is warranted since the contract was terminated prior to the agreed upon terms being fulfilled.
  
  The amount due to successfully close this account is $587.55.This balance was posted to Ms. ********* account in August 25th.The balance has been successfully retracted from the collection agency. ******************* can reach out to us directly to process this payment. Please let us know if you have any further questions.
  
  Kind Regards,
  *********************************
  

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18137879
  
  I am rejecting this response because: They are claiming the equipment is the issue but the never mentioned this in the past. I can arrange for them to get their equipment. I was told the following:

  1. If I could verify that I no longer reside at ************************************************************** 28314.

  2. The individual currently residing at *****************************. Does not wish to take over the contract.

  3. That according to the manager where I now reside I cant have CPI Security.

  I was told under the above circumstances they would cancel the contract.

   

  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 09/29/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by ********************. We are willing to waive the early termination fee as long as the remaining equipment balance of $149.64 is paid. We do not come out to collect equipment. We feel this is a feasible solution for ******************** and CPI Security. Feel free to let me know if you have any questions.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:09/14/2022

  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.

  Due to the job relocation, I moved to another city and decided to cancel the CPI security service (which opened in 2018/09). I called the *** representative for the cancellation and then I was told to pay the cancellation fee with the total amount for the rest term. However, I was told by the initial sales representative back in 2018 that I could cancel anytime after the equipment was paid off and never mentioned a term limit especially since it would be such an excessive term limit of 60 months or I would not have gone for it. ***'s contract practice is totally unethical !!!

  

  Business Response

  Date: 09/14/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by **************. We apologize for any inconvenience she has experienced through her relocation. We spoke to ************** yesterday, September 13th,and advised that if she can send us proof of her relocation and next residence then we will submit for approval to have her early termination fee waived. Once we receive these documents, her request can be reviewed. Please let me know if you have any further questions or concerns.
  
  Kind Regards,
  *********************************