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

  38 Rosscraggon Rd Ste D Asheville, NC 28803-1165

  
• 

  CPI Security Systems, Inc.

  7019 Albert Pick Rd Ste A Greensboro, NC 27409

  
• 

  CPI Security Systems

  1673 Dividend Loop Myrtle Beach, SC 29577

  
• 

  CPI Security

  531 Clemson Rd Columbia, SC 29229

  

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:02/04/2025

  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.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: SECURITY Account #: **********Balance: $1,030.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.FTC Personal Statement After thoroughly reviewing my credit report, I found unverified items that are harming my credit profile. Despite multiple disputes, the investigations conducted have been inadequate, and no corrective measures have been taken.Under the Fair Credit Reporting Act (FCRA), I have the right to challenge inaccurate or unverifiable information and have my credit report updated to reflect accurate data. I am requesting a comprehensive investigation into these items and ask that they be promptly removed from my report.

  

  Business Response

  Date: 02/07/2025

  Dear BBB,

  I believe this complaint was sent to us in error. We do not have any record of involvement with Mr. ******* All of our inquiries would state "CPISECURITY SYSTEMS". Please have Mr. ****** verify which security company he has been involved with. 

  Thank you,

  ******** ********

• Initial Complaint

  Date:01/31/2025

  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.

  I emailed ******************************************* asking for cancelation on 7/15/2022. The customer service agent responded and asked for clarification. I provided clarification on the reason for cancelation. No one followed up, and I assumed the cancelation had been handled.I caught that a recurring charge was still on my account on 11/24/2024. I emailed back and was told that my account hadn't been canceled and they redirected me to the appropriate means to cancel the service.I called and talked about cancellation. The CPI agent required that I sign-off on a document before they could review the customer service failure on 7/15. They require a phone call and a signed document to cancel, which is buried somewhere in the *** contract. All they would do is keep going back to the fine print and refused to acknowledge that my email was ignored and not redirected.I kept calling monthly to check on whether they were willing to address the 7/15/22 service failure and in December they finally consented to review the situation under the assumption that the scenario was 50/50 in terms of fault. No response.I called back on 1/31/25 and was told that since I hadn't signed the document, they weren't going to review the years of bills or the customer service failure. So I signed the doc while on the phone. As a resolution, they offered to refund my final month's bill.I'm deeply frustrated by ***'s unwillingness to seriously address the fact that I was ghosted and not directed to the proper cancelation channels on 7/15/2022. All they can do is gaslight me and insist that I should have known the cancelation protocol and refuse to make any real effort to compensate me for the service failure on that date.

  

  Business Response

  Date: 02/04/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ********* We apologized for any inconvenience or frustration that Mr. ******** has experienced. On 7/15/2022 Mr. ******** emailed our Digital team asking if we can please cancel his account. We responded in asking why he would like to terminate the service, and we didn't receive a response. 11/08/2024 is the next time we'd here from Mr. ******** in regard to his request to cancel back in 2022 in which he spoke with our *** Supervisor. The Supervisor explained to Mr. ******** our cancellation procedures and advised since the cancel letter was never signed, a refund isn't owed. On 11/13/2024 the Supervisor made Mr. ******** aware that the account was still active, and a cancel letter wasn't on file and a letter will need to be signed in order for the account to be terminated completed. Three months later on 1/31/2025, Mr. ******** spoke with our supervisor in regard to the cancellation letter needing to be sign and a possible refund. The Supervisor advise he'll be able to refund for the month of Feb 2025 since payment will be drafted on 2/1/2025, but no additional refunds will be processed at this time. Please feel free to reach back out with any additional questions or concerns and we will be more than happy to assist you.

  Customer Answer

  Date: 02/05/2025

   
  I am rejecting this response because:
  

  Your statement as follows is inaccurate: "we didn't receive a response. 11/08/2024 is the next time we'd here from Mr. ******** in regard to his request to cancel"

  The attached file on this complaint shows this claim isn't true and that I responded stating the reason for wanting to cancel on 7/16/2022. At no point in that exchange was I properly redirected on how to cancel my services in spite my disconnecting my panel (something I find it hard to imagine that CPI wouldn't know).

  I've asked multiple times for this interaction on 7/15/22 AND 7/16/22 to be reviewed, and to this point it has not been noted or seen as problematic by CPI.

  

  Business Response

  Date: 02/06/2025

  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 Supervisor that's been working with Mr. ******** on this matter did look into the digital response. What he gathered was, the digital response did not state or confirmed that his account was canceled at any point in time. Furthermore, there was no follow up from Mr. ******** after his initial request of canceling. Since the account wasn't officially terminated during that time, the billing continued. When the Supervisor spoke with Mr. ******** in November 2024, he explained to Mr. ******** on how to properly cancel his service so he won't continue to get billed, in which it wasn't done. We continued to ***************** until he called back in January 2025 and completed the cancelation process. I do apologize that we aren't able to resolve Mr. ********** issue or concerns. Based off our records/research, a refund will not be issued.  Please feel free to reach back out with any additional questions or concerns and we will be more than happy to assist you.

  Customer Answer

  Date: 02/08/2025

   
  I am rejecting this response because:
  

  (1) You still fail to acknowledge the response email I did send on 7/16/22 as was attached in the previous two instances and continue to state "there was no follow up from Mr. ******** after his initial request of canceling." This is a lie as demonstrated by the attached docs in this thread. Please stop claiming that I did not follow up. I *did* follow up and answer the reason for my cancelation request. Why you ignored my followup is an important matter for your consideration.
  
  (2) You still fail to take responsibility for failing to direct me to the proper means to cancel my service upon my request on 7/15/22 nor upon my followup response on 7/16/22. You merely note "Since the account wasn't officially terminated during that time, the billing continued." My failure to "officially" terminate is due to the sloppy customer service work of CPI that (a) failed to direct me how to cancel when I expressed intent to cancel, and (b) ignored my 7/16/22 response and left me ghosted.

  (3) Your customer service agents certainly know a better means to handle customers who email asking to cancel service. As proof, I offer my 11/5/24 email to *********************************************************** (attached). I asked why the service wasn't canceled per my request and your CS agent did precisely *what they should have done* on 7/15/22. Here's her response: "Thank you for contacting CPI Security. My name is ******, and I will be happy to assist you! I am sorry that this has been your experience. Please contact our cancellation department at ************, so that we can rectify this." Had I received anything remotely similar rather than the banal inquiry of 7/15/22 and the non-response of 7/16/22, my outcome would be drastically different. Certainly anyone with a fair mind can see the vast difference between Africa's response to me on 11/5/24 and Anescia's unhelpful response to me on 7/15/22 and ghosting me on 7/16/22.

  

  Business Response

  Date: 02/14/2025

  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, *** has determined that we'll issue 50% of the refund amount. I spoke with Mr. ******** and made him aware of our decision and apologize for the troubles he went through during this situation. The action for the refund will be placed in today and processed by our accounting team. Please feel free to reach back out with any additional questions or concerns and we will be more than happy to assist you.

• Initial Complaint

  Date:01/28/2025

  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.

  CPI Security systems set up my alarm system including a smart thermostat in 2019. The system had an issue in 2024 and a technician was sent to repair it. In doing so he disabled my **** system somehow. Shortly after another technician was sent to get the **** system working again, and it appeared to be fixed. However, I recently started cancelation procedures with CPI and discovered the thermostat was wired incorrectly. Upon inquiring with *** they admitted that none of their technicians are **** licensed, which is required in the state of ************** to install a thermostat. They are also not providing an alarm installation license for their technicians and seem to insenuate that their techs are not licensed in the state, only operating under their business license. Which is a contradiction from their advertising.

  

  Business Response

  Date: 02/03/2025

  Dear BBB, 

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

  Customer Answer

  Date: 02/03/2025

   
  I am rejecting this response because:

  I spoke with quality control over 72 hours ago and have yet to hear back. 

  I also have reached out to customer service to request information on the scope of work performed on my house and have not heard back. It has been over 72 hours since my last email to them as well. I need that information so my HVAC technician can ensure my system is wired correctly and can reinstall wire labels for my thermostat. 

  
  

  

  Business Response

  Date: 02/10/2025

  Dear BBB,

  Thank you for your assistance in forwarding the correspondence submitted by ******* *****. We have reached out to our quality control team for an update on this matter and we will be in direct contact with the customer within 2 business days.  We apologize for any inconvenience caused by this delay. Please feel free to reach back out and I will be more than happy to help.

   

  Kind regards,

  Customer Answer

  Date: 02/11/2025

   
  I am rejecting this response because:

  
  I requested QC (as well as other divisions multiple times) to not be charged for February as a resolution for CPI falsely advertising their technicians as licensed and wiring my thermostat up incorrectly. I did not hear any response since first contact with QC over 3 weeks ago and have since been charged for February. It is shameful that a company such as *** is unwilling to adapt their policy to compensate the customer when their employee does something wrong. Especially when it costs their customer of over 5 years many hours of their time and hundreds of dollars. All I wanted was to not be charged the $52 and let out of my contract without the 30-day waiting period. 

   

  I am hereby requesting the BBB reconsider their accreditation of this company. I have not left any negative public reviews of this company as of yet but the slow response and unwillingness to do the bare minimum to make up for mistakes is appalling. 

  

  Business Response

  Date: 02/14/2025

  Dear BBB, 

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

  Customer Answer

  Date: 02/14/2025

   
  I am rejecting this response because:

  The cancel letter says the 30 day notice is required per my monitoring agreement. My monitoring agreement, attached, makes mention of a 30 day notice requirement. Which I've discussed with customer service, cancelation, and quality assurance, who have refused to acknowledge this. This is fraudulent in itself. 

  However, the original reason for my complaint was that the CPI technicians installed my thermostat incorrectly. *** advertises that their employees are licensed, however they are not licensed to perform work on an HVAC system, not licensed electricians to wire a thermostat, they are not even individually licensed to perform alarm work, only working under CPI's license. This false advertisement and unprofessional unlicensed work cost me an entire weekend and hundreds of dollars to repair my system. I asked quality assurance to at least let me out of the 30 day notice period and not charge me for February as compensation for my time. Which CPI has failed to do.

  So, since the compensation I requested has been refused, how will CPI be compensating me for my time and monetary expense to repair the damage to my HVAC system caused by their employee's negligence? Or does the company plan to just ignore these very serious complaints?

  
  

  

  Business Response

  Date: 02/24/2025

  Dear BBB, 

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

• Initial Complaint

  Date:01/24/2025

  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.

  We had our CPI system installed June 2024 & immediately started experiencing problems with our keyless door lock. We would leave home & would get a text message from CPI stating that our door was unlocked even though we knew 100% that we had locked it. We notified CPI & were given the run around instead of them sending out a technician to identify the problem. *** would assure us that it was a message sent in error & that our door was locked. This was incorrect, multiple times we would immediately return home to find our door was unlocked. Finally they sent out a tech who worked on their keypad but didnt ***lace it. The problem continued & I made several more calls regarding the matter. Finally they sent out a tech who said that CPIs ************* was faulty & needed to be ***laced. On 1-21-25 we noticed that our house was getting cold. We checked our thermostat only to find that it wasnt emitting the temperature & was completely ******** was approximately 9:00 p.m. & 21 degrees outside & CPI told us that there wasnt anyone on duty who could help us. We explained to him that our grandkids were in our ********* didnt have any heat whatsoever on our main floor in our house. We were told again, no technician available until the following day. I asked if they offered emergency after hour services & was told that we had to call back the next day. The next morning it was 61 degrees in our home so I called CPI at 8:00 a.m. was put on hold & the *** never returned back to help. I called four more times up until 2:30 p.m. & was told that no one could come out until 1-24-25, roughly 3 days after my initial call. I explained this was unacceptable that we had to have sufficient heat. After requesting a supervisor I was allowed to speak with a team lead who arranged for a tech to come out on 1-23-25. He came out & installed a new thermostat only to discover it was faulty. He then installed a 3rd thermostat.

  

  Business Response

  Date: 01/29/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ******* We apologized for any inconvenience or frustration that Ms. ****** has experienced. On 1/21/25, Ms. ****** reached out to us in regard to her Thermostat issues in which we were able to assist her properly. She requested emergency service in which our team member advised that we didn't have. On 1/23/25 we were able to send a tech out to address the Thermostat issues after reaching out to our Operations team for a sooner appointment. I spoke with Ms. ****** on 1/27/25 and she explained her concerns and experience. I apologize for the trouble and place a two-month free service on Ms. ******* account. This credit will be towards the monitoring, not the Smart Pay balance. Ms. ******* also mentioned that she had to reach out to a 3rd party vendor to help with her Thermostat issues since we failed to do so. I've placed in a QC follow up for a representative to give her a call this week. I called Ms. ******* yesterday to make her aware that a QC representative should be giving her a call by Thursday or Friday of this week. I left a voice message. Please feel free to reach back out with any additional questions or concerns and we will be more than happy to assist you.

• Initial Complaint

  Date:01/18/2025

  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.

  CPI security monitoring services is continually trying to force and obtaining unauthorized products and monies.November 15, 2024 I inquired about adding an exterior security camera. Then received pricing. An appointment was orginally scheduled 11/27/2024 but i cancelled and advised I was no longer interested in added an exterior camera.Was sent a docusign form. I advised customer service i was no longer interested. Shortly afterwards, my monitoring service was taken offline with no explanation. I called for explanation and was told it was an error. Explained i did not want any changes or additions to my account.Then i was errousouly billed ******.On December 16, 2024 spoke to Nitifah ******- He stated-Good Morning,I do apologize that you were charged $****** from your account. It looks as if you canceled the service appointment to install the outdoor camera and when you canceled, it did not stop the 1st payment that was set up for the camera. I have cancelled the ongoing payment Today 1/18/2025-This form harassment to bully me to add service - to this day is still being sent for me to enroll in billing/change service with docusign.This issue is NOT resolved.I strongly feel this is discrimination and abuse of a senior citizen with predatory marketing. Quick resolution is demanded! I do not want my bank account charged illegally.Regards, ***** *******

  

  Business Response

  Date: 01/20/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ******** I have reviewed the account history associated with Ms. ********On November 15th, Ms. ******* reached out to us to inquire about adding camera. We scheduled for the installation and Ms. ******* asked if we could split the payment into 3 installments.  Ms. ******* did cancel the installation, but the 1st payment was still deducted. We refunded this on January 7th.I do not see that her monitoring services was ever terminated nor was it taken offline. We are not in any way trying to bully or harass her into adding any additional equipment. The appointment was canceled and the amount that she paid as been refunded. There is nothing further for us to do on our end. Please let us know if you need any further assistance.
  
  Kind Regards,
  ******** ********

  Customer Answer

  Date: 01/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this a resolution.
  
  Please see the email regarding- stating the auto docu-sign was voided and that I should no longer receive the harassment.

  
  Thank you, for your help!

  ***** *******

  
  

• Initial Complaint

  Date:01/12/2025

  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.

  On July 2024 I had CPI Security install a system, since that timeframe I have had nothing but issues with this company. My app has never worked, Laggy and non-reliable. The monitoring service is a joke and never works , when I test my system monthly sometimes it takes the central station over 2 minutes to come over my panel. Most of the time the panel does not connect properly and they are left to call my phone. I have had issues ever since, been cussed out by customer service since I was yelling *I have this on recording* they have invaded my privacy by viewing my cameras when no alarm went off and I did not authorize them access to do so. My equipment does not work and I am paying for nothing, all I want is for the equipment to be removed and for CPI to do there part to cancel my service without penalty, they have not provided the service stated in there contract and I want to speak with someone before I turn this over to the *********************************************.

  

  Business Response

  Date: 01/20/2025

  Dear BBB, 

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

  Customer Answer

  Date: 01/24/2025

   
  I am rejecting this response because:
  I have been working with a CFL Manager, she has been helpful so far, but I have called since wednesday requesting to speak with her for a follow up and have not heard from her since. However, there are things I still don't agree with. Ever since *** was installed, I have always had issues with them and not been satisfied with the service agreement I signed on July 23, 2024. They have invaded my privacy, looking at my camera streams when I did not give them permission nor was there an active alarm at that time. (I have screen shots of this) ... The panel I have does not function properly during most of my test. CPI is basically telling me they have determined that this is not a good fit for either sides and are forcing me to cancel, however they still want me to pay 1000 dollars for service I have not used nor found reliable. I have told CPI that the best fit would be for me, is to come and pick up the equipment and not charge me anything once the equipment was examined to ensure it was not damaged. I have told *** that I am in contact with the News, Attorney General, ************************ and the ************************************ if we cannot find a solution to this matter. 
  

  

  Business Response

  Date: 01/30/2025

  Good morning, 

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

  Customer Answer

  Date: 01/30/2025

   
  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:01/07/2025

  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.

  Complaint Against CPI Security Systems I am a totally disabled veteran on a fixed income, and I have had numerous issues with the installation and functionality of the CPI Security Systems in my home. The technician arrived on 12/13/2024 but had to switch out equipment multiple times, including cameras and thermostats, and the system was not fully operational when he left.On 12/14/2024, the system failed, waking me at 2 a.m. to a 69-degree bedroom. I called the ***************, but no resolution was provided. I made the company aware of my extreme dissatisfaction with the service. Later that day, I called back at 12:58 p.m., stating that if the system was not repaired immediately or returned to its original state, I would take further action. I emphasized that the only reason I had not already taken action was due to family health issues.Subsequent repair attempts on 12/17 and 12/19 failed to resolve the problems, leaving me with barely functional heat during the winter. The thermostat remains improperly calibrated, requiring the temperature to be set to 77 degrees for it to work at all. This has significantly increased my heating expenses, as my gas bill skyrocketed from $29.00 in December to $86.00 in January. I had no such issues with my original manual thermostat, which worked reliably and without these additional costs.Despite several service calls, the system remains unreliable, and I am not receiving the promised "smart house" functionality for which I am paying via automatic bank drafts. I was guaranteed a fully operational smart home system, but this has not been delivered. I request immediate resolution of these ongoing issues or will be forced to seek legal representation.Sincerely,[****** *******]

  

  Business Response

  Date: 01/08/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding thew complaint submitted by Mr. ******** Since the initiation of Mr. ******** complaint, I have personally reached out to Mr. ******* to determine a feasible solution and address his concerns. Please let us know if you have any further questions or we can assist any further.
  
  Kid Regards,
  ******** ********

  Customer Answer

  Date: 01/08/2025

   
  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:01/03/2025

  Type:Order 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.

  ***** from *** reached and offered me a move credit due to a previous house I a CPI system with. Offered me a free system and current promotions I agreed and signed a contract and paid the first months monitoring fee which was all according to him that was due. 2 hours later I receive a call that after Ive already signed and paid for everything that I no longer qualify for any of those promotions and have to pay for a new system because he assumed I moved from one house to the other. His sales manager then reaches out to me in good faith not because I requested him to and states I cant have an account with *** because I have an account in collections! The previous homeowners took over the system we had and there was contact from *** about me owing anything to them.

  

  Business Response

  Date: 01/09/2025

  Dear BBB, 

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

  Customer Answer

  Date: 01/09/2025

   
  I am rejecting this response because:
  

  Nobody at CPI is on the same page by any means. I called and spoke to somebody else 2 days ago who told me I owed the company nothing and they signed me up for a new system with the same promotions I was promised and said I owed nothing after he did his research and they are supposed to come on Tuesday and install it. If I cannot trust them to get me correct information how am I supposed to trust them to protect the largest investment I have? Beginning to rethink this entire thing and cancel everything. 

   

  
  

  

  Business Response

  Date: 01/14/2025

  Dear BBB, 

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

  Customer Answer

  Date: 01/14/2025

   
  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:12/26/2024

  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 CPI alarm beeped at 1am because of co2 malfunction Sand smoke alarm. The initial guy dismissed me and placed me on hold. He told me we would have to keep the co2 and smoke dectors off which is a safety hazard. I hung up and called another ***. *** helped my properly troubleshoot. I asked to speak to supervisor and ****** got on the phone. *** was rude talked over me and said she didnt appreciate me calling her *** lazy. I am requesting a credit for the constant issues we have had with the alarm.

  

  Business Response

  Date: 12/31/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ******** We apologized for any inconvenience or frustration that Mr. ******* has experienced. I called and spoke with Mr. ******* and apologized for the equipment trouble he had to deal with. I've placed a one-month credit towards monitoring on Mr. ********* account and scheduled a service technician to come out and assist the equipment issues. Please feel free to reach back out with any additional questions or concerns and we will be more than happy to assist you.
  

  Customer Answer

  Date: 12/31/2024

   
  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:12/17/2024

  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.

  On 12/07/2024 I called CPI customer service at ************ me and the *** went through troubleshooting 3 of my devices that would not connect. The devices are Video Device - Not Responding (Driveway), Video Device - Not Responding (Hallway), and the Video Device - Not Responding (Kitchen). The ***resentative stated that he was setting up a over the phone trouble call with a lead and also setting a technician appointment. I never received the call from leadership, I let that slide. I chatted in tonight 12/17/2024 to confirm to find out that nothing was placed on my account not trouble call or tech visit. We even talked about how he use to work for Spectrum and why he left the company. The resolution that I am seeking is for my 3 camaras to be working properly and I should not have to wait until January 2, 2025 8am-12 for a tech and I should not be charged a tech fee.

  

  Business Response

  Date: 12/25/2024

  Dear BBB,

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

  Customer Answer

  Date: 12/26/2024

   
  I am rejecting this response because:
  CPI didn't mention if the technician would be waived and I would like an adjustment for the cameras being down. Saturday night the police was sitting outside of my home and other officers were searching around the neighborhood. I didn't feel safe at all!

  

  Business Response

  Date: 12/26/2024

  Dear BBB, 

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