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 has 8 locations, listed below.

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  CPI Security Systems

  4300 Sandy Porter Rd Charlotte, NC 28273-3200

  
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  CPI Security

  531 Clemson Rd Columbia, SC 29229

  
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  CPI Security Systems, Inc

  7003 Pelham Rd Ste A/B Greenville, SC 29615

  
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  CPI Security Systems, Inc.

  5150 McCrimmon Pkwy Ste 401 Morrisville, NC 27560

  
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  CPI Security Systems

  2456 Remount Rd STE 307 North Charleston, SC 29406

  

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:06/30/2022

  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  I have been unsatisfied with my untimely service and outdated equipment, we switched alarm providers.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.