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.

  5150 McCrimmon Pkwy Ste 401 Morrisville, NC 27560

  
• 

  CPI Security Systems

  2456 Remount Rd STE 307 North Charleston, SC 29406

  
• 

  CPI Security Systems, Inc

  7003 Pelham Rd Ste A/B Greenville, SC 29615

  
• 

  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:08/30/2022

  Type:Sales and Advertising 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 a CPI Alarm system. The panel stopped working on Friday. My husband called CPI. Spoke with a representative who advised a technician would be out on Monday between 8am and noon today. I called CPI for an update on the technician coming to my home and was advised the technician is scheduled to come out on Thursday Sept 1st. I advised that a Sept 1st appointment date is unacceptable. I have had no security system all weekend. Now they are trying to extend my appointment another 4 days.

  

  Business Response

  Date: 08/30/2022

  Dear BBB,
  Thank you for your assistance in forwarding the correspondence submitted by **************************. Upon further review of the account, it has been determined that ********************************* complaint has been resolved by our customer support team. ************************ service appointment was completed and resolved 8/29/2022 to address the issues related to her security panel.  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 

   

• Initial Complaint

  Date:08/22/2022

  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.

  Unwilling to work with me. Says I have signed a monitoring contract for something like 60 months. I only signed a contract for the equipment with has already been paid off. Not having a monitoring contract was the only reason I went with CPI over ADT. Contract they have said it was signed with DocuSign but I have no record of the contact in my DocuSign account. I only remember signing something with the sales rep at my home, which was for the equipment. The Equipment has been long paid off. I would have never signed a monitoring agreement with them for 60 months because I knew that I would not be at that location for that long of a period of time. They are forcing me to pay them $420 to cancel my service or they will issue a nonpayment with the credit bureaus. This business is a scam and is charging people for things they never signed for. I would suggest a full investigation as it seems others have had the same issue. I have also filed a complaint with the ** **************************** of ******** Protection.

  

  Business Response

  Date: 08/24/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ******************. We have spoken with ****************** since the initiation of his complaint and were able to come up with a feasible solution. We feel this satisfies this complaint. Please let me know if you have any further questions.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:08/19/2022

  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 believe I was dupped, manipulated, and deceived by CPI Security/CPI Security Sales Representative for sales, service, and contract(s) practices that are deceptive, and excessive and was deceived into an excessive 60-month contract that is longer than most car loans and absolutely much longer than mobile phone contracts of 24-months and mobile phone equipment costs that are roughly the same cost as the alarm equipment charges that they over-charge for. I called in to retrieve my passcode since I rarely use the service and arm the system. Once I gotten pass security checks, I asked how much is left to pay and was told $295.20 for the equipment. Upon calling back to payoff the equipment and cancel service that I rarely used I was told that not only did I have to pay $295.20 for equipment payoff but was still under contract for another 16-months for the amount of $639.84. This is Excessive and they was not willing to work with me to resolve this with reasonable options except other than to pay for the full contract and just sent me a copy of the contract!!! 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 that it would be such an excessive term limit of 60-months or I would not have gone for it. Based on most other CPI Customers Ive spoken with only have a 36 to 39-month term so I believe I was dupped and manipulated into an excessive long-term contract by shady sales/service practices and want to payoff my remaining equipment charges and my service/term and remaining service costs be written off or at least significantly reduced to rid myself of CPI Security. I wouldnt recommend this company to anyone after these practices, their un-willingness to budge and work with people on providing more reasonable options/settlements to these issues not to mention how I and so many others have been treated by CPI Security.

  

  Business Response

  Date: 08/19/2022

  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 ********************** monitoring services and determined the following: December 11th, 2018, ****************** executed a 60-month agreement for equipment and monitoring services with CPI Security. 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. The equipment came to a total of $1,107.00. Mr. ******** initials are notated on the contractual agreement right beside the length of the contractual terms which confirms he was in agreeance to these terms.  ********************** security system was installed on 12/12/2018. Post installation, ****************** did not contact CPI Security with any questions or concerns regarding his agreement that was signed on December 11th, 2018. ****************** reached out to CPI Securitys customers for life on 8/18/2022 stating that he wanted to cancel his monitoring agreement because he was switching his security provider to ADT. He declined all offers made in attempt to keep him as a customer. At that time,****************** was advised that he would need to pay the remaining balance of the monitoring agreement in the amount of $639.84 and $295.20 for smart pay equipment plan. ****************** advised he did not agree with the cancellation terms and should only be responsible for his equipment. CPI Security emailed ****************** his agreement to review once again and offered to match any deals that ADT was offering. He advised that he follow up with CPI Security.  To satisfy the account, ****************** would be responsible for paying the remaining equipment charges and the past due monitoring charges. This would be a total of $935.04.Please reach out to me directly with any further questions or concerns,

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17739986
  
  I am rejecting this response because: 

  For one, I'm not behind on any charges for either the equipment or the service. This gets automatically drafted from my checking account monthly so I'm fully up-to-date and still in good standing.

   

  Second, yes, they did offer additional equipment to match ADT offer but they required another 36-month contract beyond the existing 16-month contract which was unacceptable and not going to happen to me again!!! 

   

  I was deceived and manipulated into 60-month contract by deceptive sales practices by their salesman. I was never told that it was a 60-month contract or I would not have signed it. I was told by the salesman that it was 48-month contract not 60.

   

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

  

  Business Response

  Date: 08/29/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by ******************. ****************** is correct that his account does not have a past due balance and that he is on the checking draft. In order for us to provide the additional equipment , a contract renewal is required.  As previously mentioned, Mr. ******** initials are notated on the contractual agreement right beside the length of the contractual terms which confirms he was in agreeance to these 60 month contractual agreement terms. If ****************** terminates the agreement, an early termination fee and remaining equipment balance is valid.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:08/12/2022

  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.

  I have been paying for service since January for services I have not received. I have called, and sent in emails about my service not working. My cameras, motion sensors, smoke alarms etc nothing has been working. I have been paying monthly and my cameras have been offline since 1/16/2022. I don't understand why I'm paying for services I'm not receiving

  

  Business Response

  Date: 08/16/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ******************. We apologize for any issues that she has been experiencing with her equipment. We have spoken with ******************, August 12th,and she advised of  the camera issues that she is experiencing. We were able to get ****************** scheduled for a technician and also are giving her $30 off her monitoring **** for the next 3 months. For clarification, our records do not show that we have spoken to ***************** since November 2021. We feel this complaint is satisfied. Please let me know if you have any further questions.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17707228
  
  I am rejecting this response because:
  I have contacted them numerous time via email and text.  They all came out in Novemebwe 2021 and by January 16, 2022 it was out. This kept being an ongoing issue. If this happens again I just want to cancel my contract because I've spent $420 on a **** these last few months that I didn't receive services for. So why am I being charged for services when I didn't receive them? I shouldn't have to keep going through the hassle of calling every few months. I don't understand how they don't have record of us troubleshooting numerous times as well. I just don't want to be a customer anymore after going through this. This whole time I thought my house was secured and it's been offline. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/17/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by ******************. ************ system has been monitored since she was installed in August 2021. When ************ cameras went offline, our system automatically generated a push notification and an email to ******************. The cameras can go offline for a couple of different reasons including interruption in the internet service. When we heard from ***************** and she expressed she was experiencing issues with her cameras, we scheduled a technician. The technician will able to determine the cause of this and to get her cameras back online. In addition,  a credit for $30 off the next 3 months have also been applied.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:08/05/2022

  Type:Product 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.

  Company took money after contract ended, they have made numerous statements that refund is being processed yet no money returned. $79.99 was taken on 7/1/22. I completed my 5 year contract, I signed and submitted everything timely to stop services. Money withdrawn after services terminated, called on 7/11/22 was told they would refund and it would take **** days; 11 days and no refund, called again spoke with a supervisor he said refund was processed on 7/23/23 and it would take **** days, I explained that was unacceptable but they had no other resolution options. On 7/27/22 I reached out on social media, was told via messenger that the refund was processed on 7/27/22. It is now 8/5/22 and still no $79.99 back, Ive now had to pay $16 to insure they cannot debit from my account plus numerous phone calls and e-mails costing me time trying to get the money back they illegally took from my account.

  

  Business Response

  Date: 08/08/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ****************. We deeply apologize for any frustrations or inconveniences **************** has experienced. Upon careful review of Ms. ******* account, it has been determined that a refund was processed in the amount of $79.99. **************** should see this reflected in her bank account. Please feel free to contact us if any further assistance is needed.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:08/01/2022

  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.

  My fire alarm went off because of my airfryer smoking. I immediately put my code in to stop the alarm. I missed a call from cpi they were dispatching the fire department to my house. I returned the call to cpi, pressed one like they requested to stop a dispatch. I am currently in hold to get a representative on the phone for the past 40 min so far!! The fire department has already come and gone and was not able to stop dispatch because no one is answering the phone!!! This is just ridiculous! I better not get a fine for a dispatch that could have been stopped within minutes! What an inconvenience for the fire department as well! Cpi should have seen the alarm was manually disarmed so therefore no emergency.

  

  Business Response

  Date: 08/02/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by **************. We apologize for any inconvenience ************** has experienced during her recent fire alarm. We have reviewed Ms. ****** account in its entirety and have determined the following. We received a fire alarm from Ms.****** home on July 30th at 7:46 pm. The system was disarmed at the keypad. However, we attempted to come over the two way but could not connect. As a result, we called all of the contact numbers we had on file and didnt get an answer. After exhausting all  contacts,we dispatched the fire department per protocol.
  
  We apologize if ************** experienced a hold time when trying to contact us to stop the dispatch. Our central station prioritizes alarms.We also do not fine for false alarms. The fire department reached out to us and cleared the alarm. Again, we apologize for any inconvenience ************** experienced.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:07/18/2022

  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.

  I sold my house at ***********************************************************************. I informed *** of the sale and requested that my monitoring service be terminated. I have contacted *** approximately five (5) times by phone, e-mail and by text message. I have been told that someone will contact me to complete the termination process and no one has done so. The new owners do not want the *** service and it is a great inconvenience for them and for me. I requested that the service be terminated effective July 16, 2022.It appears as if *** is trying to engage in fraudulent acts by refusing to terminate my service and continue to **** for the same. I have fulfilled the requirements of my 39-month contract with *** and I want them to terminate their service effective July 16, 2022.

  

  Business Response

  Date: 07/20/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ********************. We apologize for any inconvenience ******************** has experienced. Since the initiation of ******************** complaint, Our Customers for Life leadership team has had the opportunity to speak with ********************. We are currently working with him directly to resolve this matter. Feel free to reach out to me with any additional questions or concerns.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:07/15/2022

  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.

  CPI Security technician removed CPI security system from my old house and installed in my new house. While they were removing the old security system, they removed ***************, which was not CPI's property. I was not at the property at the time when they were removing the system and the person at the house didn't know. The CPI Security technician removed my lock but never installed in my new house.I am requesting CPI to return my lock.******** ************

  

  Business Response

  Date: 07/15/2022

  Dear BBB,
  Thank you for forwarding the correspondence submitted by ********. CPI Security sincerely apologizes for any inconvenience this may have caused *********. ********* called our Customers for *************** on 7/14/2022 to inform that her Keyless Door lock from her previous home was not installed at her home during her reinstallation on 6/23/2022. She advised that the Keyless Door lock was a not CPI Security device. ********* was made aware by our Customers for *************** that we will work closely with our operations team to resolve this matter.  We believe this resolution satisfies this complaint. Please let me know if you have any further questions or concerns. 

• Initial Complaint

  Date:06/30/2022

  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 been unsatisfied with my untimely service and outdated equipment, we switched alarm providers. Initially they were not clear on the length of our contract or the extremely high charges for the equipment. We moved having 27 months left in the contract and it took them a month to come install the equipment at our new house, they did not offer any upgraded equipment at that time either. They actually never installed our doorbell and told me that if I called to have someone come out a second time to install it that they would charge me. So I ended up installing the doorbell myself via ******* after living in the house for 2 months with no other front outdoor cameras. We also had them convert an old system that was in place at the new house and when that happened they decided to not include some of the sensors that were already built in even though there was space for them they just didnt want to stay longer. We just found that part out after living here for a year. Overall, the service has been slow and unsatisfactory. I am not okay paying $957.05 for outdated equipment to get out of this contract I just want to be done with them.

  

  Business Response

  Date: 06/30/2022

  Dear BBB, 

  ***************** emailed CPI Security systems on June 2nd,2021, to advise that she had moved and would like for CPI Security move her equipment from her previous home and install it in her new home. Mrs. ****** security system was removed and reinstalled on June 18th,2021.  Per the technicians  notes from the installation, ***************** new home had an existing ring doorbell camera that she was unable to remove at the time of installation due to not having the correct tools. ***************** did not contact CPI Security again until April 16th, 2022, to receive new yard signs for her home. From June 18th, 2021, to April 16th,2022.  ***************** did not contact CPI Security regarding her doorbell camera installation from her pervious home. On May 25th 2022, **************** reached out to us again inquiring about purchasing an exterior camera to her system but declined our offers due to price.  On June 25th,2022, ***************** called to troubleshoot the doorbell Camera and ultimately decided to remove it from the system. On June 30, 2022, Mrs. **** reached out to us to cancel her services due to her finding a cheaper alternative and she also advised that she has been dissatisfied with CPI. Our customers ******************* offered to send the CPI Security Quality Control Team to rectify any issues that ***************** had at the time, but ***************** declined. ***************** will still be responsible for the early termination fee and the remaining equipment balance. We apologize that this is not the outcome ***************** ****** was intending, however, we feel this satisfies this complaint. Please feel free to reach back out should you need any further assistance. 

  Customer Answer

  Date: 07/05/2022

  We never requested our contract be extended from the previous house to the new house. We were also never informed our contract got renewed therefore it was renewed without our approval. All we requested was our equipment be moved from the previous house to the new house. We did not know it would create a new 5 year contract. Regarding the doorbell camera the *** personnel informed he could not install the *** camera because he did not have the tool to do so and if he had attempted to remove the Ring and install the *** camera it couldve damaged the doorbell, wiring, as well as a possibility of damaging our door. The *** personnel also told us that he could come back to do it when he had the right tool but he would charge us to come back out. Im not sure what ***s response means when they say our camera was taken out of their system. Regarding the CPI Security Quality control team to rectify any issues my wife declined because *** did not ask what our specific issues were and was afraid we could continue to be charged. The *** member said any time a *** personnel came to our house we could and would be charged for the interaction and as stated we had been attempting to find a cheaper option so the idea of someone coming to rectify the issues but also being charged was not ideal. *** charged us $300 for an unknown charge and it was listed as a credit for our account. When we called one of their representatives stated he did not know how, when, or why we had a $300 credit. We have also continued to be charged by *** even after signing the cancellation document. We are also locked out of our *** account. I attempted to go into the *** to obtain a balance sheet but ***s system stated we have been locked by our provider even though weve been charged for the month of July after signing a cancellation in June.

  

  Business Response

  Date: 07/06/2022

  Dear BBB,

  Thank you for forwarding the correspondence submitted by **********************. Unfortunately, we are not able to refund nor credit the account for remaining of the 14 months of *********************** original 60-month agreement. Mrs. ****** a 60-month agreement at her previous address and when advised that she will be moving to a new location, Our Customers for *************** advised her that the time remaining on her agreement will remain the same.  ********************** agreement terms were transferred to her new address in which she had 27 months remaining on the contract at that time. We advised her to review and sign the agreement in which she ******.  *********************** was charged $198.00 removal/reinstall fee and her installation was completed on 6/21/2021. We believe this resolution satisfies this complaint. Please let me know if you have any further questions or concerns.