Complaints

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

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  CPI Security Systems

  4300 Sandy Porter Rd Charlotte, NC 28273-3200

  
• 

  CPI Security Systems, Inc

  7003 Pelham Rd Ste A/B Greenville, SC 29615

  
• 

  CPI Security Systems, Inc.

  5150 McCrimmon Pkwy Ste 401 Morrisville, NC 27560

  
• 

  CPI Security Systems

  2456 Remount Rd STE 307 North Charleston, SC 29406

  
• 

  CPI Security Systems

  38 Rosscraggon Rd Ste D Asheville, NC 28803-1165

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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.

• Initial Complaint

  Date:12/13/2024

  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.

  I have used CPI Security for over 10 years which amounts to well over $5,000 if you include initial instillation. Recently, the system was serviced at an expense of $64 and the very next day it malfunctioned again and I can not get another service scheduled. They refuse to call me back to let me know what they are going to do to rectify the problem. Please help me get my security system back.

  

  Business Response

  Date: 12/19/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Mr. ****** A technician made a return visit on December 16th to resolve the issues. Please consider this complaint resolved and let us know if you have any further concerns.
  
  Kind Regards,
  ******** ********
  

• Initial Complaint

  Date:12/12/2024

  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.

  I pay all of the bills for my cameras up to 6 months at a time which is $462.12, with that being said my cameras at ************* have been off for weeks now so I cant even monitor my business, because I asked them if someone could move my cameras from my old building to my new building but no one ever came to do so. I paid $852.93 for them to come out and install my new cameras at my new location ************************* They told me I still have to pay $445.92 for the monitors for my sensors on the front and back doors. Now they are saying I still owe $30.18 but cant tell me what for exactly. I tried to cancel my whole account for ************* but I was told in order to do that I have to pay my 6month payment and the $30.18 In August I called to transfer or cancel the account for ************ because my business was moving locations. However the account was not cancelled and I was still charged. I was also charged double for the new location where it had not even been installed and the previous one? Now for 3 weeks i have no protection because I owe them $30.18? How i pay 6 months at time nothing should be due until Feb 2025. There should be no charge for Aug-sep because no cameras were being used.

  

  Business Response

  Date: 12/18/2024

  Dear BBB, 

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

• Initial Complaint

  Date:12/07/2024

  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.

  I called in and worked with a representative resolved a billing issue on 12/6/24. The representative confirmed that the billing included an auto draft that was received and another that was to come. I was advised that the late fee would be waived and that I only owed $176.26, at which time I paid immediately via phone with the same representative. I was advised my account was good to go. Everything appeared fine until Saturday, 12/7 I go to log into the application to set my alarm and I am locked out. I called and was advised I am locked out due to a billing issue. The funds for the payment noted above have already been drafted out of my account. Apparently CPI has a lack of communication (notes) or a system glitch and now me and my elderly mother are without protection in our home. Someone at *** needs to get this resolved ASAP!

  

  Business Response

  Date: 12/12/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ******** Since the initiation of Ms. ******** complaint, the lock out has been lifted and Ms. ******** system should be working. Please consider this complaint as resolved.
  
  Kind Regards,
  ******** ********

• Initial Complaint

  Date:11/27/2024

  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.

  ** In Mar 2023, a recent widow living alone, my son arranged for CPI security. He contacted ********* both were there for the install and training. At no time did anyone from ******** me about a 3 year contract. My son was sent a Docusign and they claim he signed it but I do not have a copy of this contract nor does my son. (I am trying to retrieve it from Docusign) ** I sold the house in Oct 2023 and moved out of the house on October 31 2023. I called *** to advise that I would cancel my service but needed advice on what to tell new owners since it seemed likely they would want the new equipment that I had PAID FOR IN FULL in March. They advised that new owner just needed to contact them. I moved on and received no correspondence from ***. I did notice that some alarms were set off and when I called CPI about it, and that I had moved, (they say) they sent me a cancellation notice but I can prove that they did not. They continued to draft my account all thru 2024 but I did not realize it. In September 24 my bank account had to be closed from setting up in a trust account. I really had so many upsets in my life by moving after 29 years in same house to new city and dealing with so many other issues that I just didn't realized I was paying them all that time. ** Also, In my new location (**********) I was told that CPI was not a good option and a better option was with ******. Their **** said that *** was an affiliate company and that they were the best option in **********. I am currently under contract with ****** since May of 2024. ** CPI has been calling constantly, leaving vm messages and has sent me a bill showing no payment for the monthly monitoring fee of ***** + late fees since Sept. I attempted to resolve over phone yesterday and they want me to sign a cancellation request for now, but say I still owe (now *****?) for the remaining 19 most. I feel I shouldn't sign anything with them & only want to stop paying going forward. HELP!

  

  Business Response

  Date: 12/13/2024

  Dear BBB, 

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

• Initial Complaint

  Date:11/26/2024

  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.

  One of my door sensor malfunctions and when I set my CPI security to away status the sensors always says the door is open regardless of it is actually open at the time. I reached out to CPI and they told me to ignore the sensor until they can get someone to look at it. I have been left hanging for 4 days since I last called with the promise of someone will come and investigate. My house was recently robbed and to ignore a sensor is asinine. I wouldnt know if someone broke into my house through the door with the broken sensor since it always says the door is open.

  

  Business Response

  Date: 12/12/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. **** We apologized for any inconvenience or frustration that Mr. *** has experienced. Mr. *** was experiencing an issue with a door sensor. On 12/3/2024 our Operations team escalated for a tech to go onsite and fix the door sensor. I called Mr. *** today as a follow up to check and see if everything is working properly. He said everything was working fine. Please let me know if there is anything else we can do to assist, and well be more than happy to help.

• Initial Complaint

  Date:11/26/2024

  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.

  I moved in July and requested *** discontinue service at address 1 (our old address) and add service to address 2 (our new address). My new service and equipment was successfully installed atadress 2 but my service of 20+ years at address 1 was never discontinued nor was the auto debit from my checking account. ******************** now owes me 4 months of auto withdrawals which amounts to $156.48 ($39.12/month). They are also withdrawing for address 2. I spoke with someone on October 1st, November 1st, November 6th, November 18th, and November 21st. I was promised 7 to 10 days to process and then a 3-5 day expedited process. I still do not have the money returned to my checking account. I have spoken with ******* ******* LaSandra, ****** and ***** - all to no avail.

  

  Business Response

  Date: 12/12/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ******** Our records indicate that a refund was issued on 12/09. Ms. ******* should see this reflect her account within the next few business days. Please let us know if you have any further questions or concerns.
  
  Kind Regards,
  ******** ********

• Initial Complaint

  Date:11/22/2024

  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.

  CPI security has provided terrible service. I have requested multiple times for someone to fix the tamper sensor on the panel and no technician can fix it. Additionally, there is a faulty z wave repeater that has never been replaced that has been requested multiple times. *** does not stand by their ********* systems and should not be trusted with providing protection to any homes. Additionally, I have had multiple technician people show up to look at the system unannounced and try to enter my home. I have reported this to *** and have requested to cancel the rest of my contract on the basis of safety of myself and my family from inappropriate technicians. *** will not cancel my contract without a fulfillment of my contractional obligation even though multiple breach of contract violations have occurred. I would never do business with them. They do not even provide a copy of their contract for your personal records so there is no way to take them to court. Their proposed solution is to cancel my service and charge me the full contract.

  

  Business Response

  Date: 12/16/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by *** ******* We apologized for any inconvenience or frustration that *** ***** has experienced. *** ****** took over the existing system on 8/23/2024 and since taking over the equipment we've been onsite one other time, which was 9/18/202 to assist with panel and sensor issues. We have not received any calls/emails/SMS from *** ****** regarding any other issues until 11/22/2024. Per notes on the account, he didn't believe he was under a contract agreement, and he mentioned the system not fitting his needs. This call was then escalated to our "Customer Support" Supervisor on 11/22/2024. *** ****** mentioned to the Supervisor that he's had "unscheduled" technicians show up to his home. We have no records of any tech's being scheduled or assigned to his location. However, there are door knockers that claim to work for CPI and which I can understand the confusion. During the interaction with the Supervisor, we did agree to mail him a copy of his agreement, which was mailed off 11/22/2024. We also made *** ****** aware of the remaining time he had left on his contract. We would love to schedule a technician to come out and assist any new troubles he's experiencing.  I attempt to call *** ****** twice, Friday morning and today and I had to leave a voice message. Please feel free to reach out if there is anything else I can do to be of assistance, and Ill be more than happy to assist you.

  Customer Answer

  Date: 12/16/2024

  
  I am rejecting this response because:
  
  I would appreciate it if the representatives would be able to address me properly, my name is not Mr. Parzo, it is Purazo. Additionally, it is not that I did not know I was under contract but that I never received a fully executed contract, please reference the date that the contract was signed by myself and by ***. Furthermore, to try to cover up this, CPI emailed me a contract once I complained about never receiving it. I have never received any mailed contract.  To take this a step further, the technicians that have shown up at my house announced, this is not door-to-door sales people, why would you have a record of them showing up or scheduled if they were unannounced?  These are technicians. I have forwarded pictures of how the system has been miss-functioning and have requested multiple times for it to be fixed. I have also asked technicians that were on site to fix it and they are unable to. Because of this, I am requesting the contract be terminated due to breach of contract. I would never do business with this company ever again and would warn everyone who asks. They have very poor business practices. Finally, as mentioned in my emails to ********** *********, I will not be entertaining any phone calls as I need written correspondence to take further action due to documentation. Not surprising that CPI isn't able to follow instructions as ********** has not responded to any correspondence post emailing my my contract. Terrible customer service.  As mentioned in my proposed resolution, I am offering to pay a small fee for as a "termination fee ($50)" but due to breach of contract the contract is void and I do not owe anything.

  
  

  

  Business Response

  Date: 12/16/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ******* We apologized for any inconvenience or frustration that Mr. ****** has experienced. After overlooking your account, we have no records of any additional complaints in regard to the security system besides the most recent complaint made on 11/22/2024. We apologize if we didn't receive the complaints he mentioned earlier. We are able to schedule a technician for Mr. ****** at no cost to resolve any and all issues, in addition we are also placing a TRR credit (Temporary Rate Reduction) for 3-months at $14.99 for the troubles Mr. ****** has experienced. As for the technicians showing up unannounced, we will have our Operations leadership team look further into that. We do again apologize for the inconvenience this may have caused but we're not able to accommodate Mr. ******** request of terminating his account for $50. If he would like to proceed with terminating his account, he will be responsible for the remaining balance.  Please let me know if you have any further questions or concerns. 
  

  Customer Answer

  Date: 01/06/2025

   
  I am rejecting this response because:

  This is a continuation . I do not accept CPI resolution. They have breached the contract once again by failure to alert me of my smoke detector malfunction and have failed to service the device as specified in the contract. Therefore, I am seeking immediate termination of the contract due to multiple breaches by ***. Furthermore, I would like a refund for any of the time of the smoke detector malfunction as I experienced a small electrical fire that the smoke detector would have caught.
  

  
  

  

  Business Response

  Date: 01/07/2025

  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 overlooking your account, our records state that our monitoring team has attempt to contact you twice in regard to the smoke detector issue in which we received a voice mailbox prompt. Our CPI inTouch app is also reflecting history of us notifying you of the smoke trouble. We haven't been able to assist the trouble properly due to us not being able to reach Mr. ****** successfully. We would be more than happy to schedule a technician to come out and assist the smoke detector at no additional cost. Unfortunately, as stated before if Mr. ****** would like to proceed with terminating his account, he will be responsible for the remaining balance on the account. 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: 01/07/2025

   
  I am rejecting this response because:
  
  Indeed you are correct that cpi has attempted to contact me recently regarding the smoke detector, however please let me know the date which it stopped working. This has been weeks. This is breach of contract making the contract void. *** is not holding up their portion, my house could have burned to the ground because their monitoring just noticed the smoke detector wasnt working. Unacceptable 

  

  Business Response

  Date: 01/08/2025

  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 overlooking your account, the history shows a low battery report on 12/19/24, in which the CPI Security app notified Mr. ******* Once the battery completely dies, the device itself goes into a malfunction state and the system bypasses the device. Our monitoring team's top priority is to monitor active or pending alarms and our ******************** Our monitoring team works on a queue for low batteries as a courtesy. It's impossible to monitor every low battery report that comes in from our entire customer base, hence why our ******************** app notifies our customers of any troubles. The history has shown that our app has sent numerous notifications to Mr. ****** regarding the smoke detector trouble. Our first courtesy attempt on calling Mr. ****** was made on 12/22/24 and the next attempts were made on 1/3, 1/5 and 1/7. We have not received any incoming calls, text, or emails regarding the trouble from Mr. ****** since the trouble began. We will be happy to schedule a technician and correct the issue he's experiencing with the smoke detector. As I stated before, if Mr. ****** wishes to cancel the account, he will be responsible for the termination fee. 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: 01/09/2025

   
  I am rejecting this response because:
  
  I do not receive any notifications from the cpi app regarding any functionality of the system. Furthermore, per the contract, it is cpi responsibility to monitor for system malfunction. It is apparent that is not happening also because the z wave repeater has not been function properly either. This is considered breach of contract and this contract is void. 

  Customer Answer

  Date: 01/10/2025

  As previously mentioned, *** has breached the contract. I pay for monitoring of the system and it is obvious that it is not occurring. This is highly disappointing as their prices are not cheap for monitoring services. I will make certain to let anyone I know know about this situation and how *** has chosen to approach it. This is not how to keep customers happy or renewing their contract. It is apparent to me that *** must not have many customers and takes advantage of its current customers this is apparent by their lack of customer support and willingness to work with the customers they do have. 

• Initial Complaint

  Date:11/16/2024

  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 11/11/24 the CPI technician came to install 2 outdoor cameras, one reg camera and one floodlight camera, doorbell camera and door/window sensors. Upon arrival the first thing the tech said he did not have the floodlight camera, and I have now waited 4 weeks for this install, and they took a deposit 4 weeks prior, why not have the camera. Upon the technician coming into the home even though he did not have the floodlight camera he was so focused as to why he could not install it looking in closets/attic, spending almost 1.5 hours before any actual work has gotten started. I told him we can talk all day let's get working. I said I was told it would take roughly 3.5 hours to complete, and he already wasted 1.5 hours. He ended up being here from 9-3 and did not complete the entire job. He never installed the flood light camera nor a 24/7 video sim card (that he never told me he did not have). He had his dirty fingerprints on walls, refrigerator and numerous times had to tell him to take his shoes off.I have paid for a floodlight camera I never got along with the 24/7 video recording, and I am being charged monitoring for 2 cameras. I have tried all this week to speak with a "Manager" to no avail. I want my monitoring adjusted for 1 camera and I want my credit for the floodlight camera. The first appt for install was for 10/29 and no one from CPI even called me to tell me they were not coming, and I had taken time from work so 11/11 is the second time taking off work and they still did not install everything. Now they want a third appt for sim card for 24/7 monitoring why was this not done on 11/11 they had over 4 weeks since time of deposit to get all equipment for this install. I am already a very dissatisfied new customer with them. I want my credit for the floodlight and i want my billing adjusted for one camera and the install of the sim card for 24/7 monitoring and I want an email from them showing me they have taken care of these 3 things.

  

  Business Response

  Date: 12/10/2024

  Dear BBB,

  Thank you for your assistance in forwarding the correspondence submitted by ********* ********* After reviewing Ms. ********* account, it shows that we have been able to go out to her home to install the ** card that was owed to Ms. ********* We also discussed the additional wiring that would be required to install the floodlight camera to Ms. ********* home, and she decided that she would like to take some additional time to think about whether she would like to proceed with adding the floodlight camera. If Ms. ******** decides that she no longer wants to add it, we are more than happy to adjust the billing to reflect that change. If she would like to proceed with adding the camera, we can schedule a return visit. Please feel free to reach back out with any additional questions or concerns and Ill be more than happy to assist you.

   

  Kind regards,

  Chukiara

• Initial Complaint

  Date:11/04/2024

  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.

  I pay a monthly amount for monitoring service with ***. My realtor noticed what appeared to be smoke on the wall yesterday above the *** control panel, so I called and the earliest appointment they would give me that I could do was 11/16. I went home last night and saw the same smoke like substance on the other side of the wall by an electrical unit that appears to be linked to the control panel or the door, which has a *** door lock. I called *** again after their customer service office had closed and was advised by dispatch to disconnect the panel. In light of their concern and my continued concern about a fire hazard and my my house now not being properly monitored, I requested an immediate appointment for service. the dispatcher advised that he could not make an appointment that he would put in a priority request and someone would call me when customer service opened. I called today and have been off and on the phone with SPV ****** ****** and others for hours trying to get an appointment today. I keep being told that they cannot do anything and have been waiting to hear from operations. This is unacceptable. Rather than trying to get someone out to the house urgently, they actually tried to sell me an upgraded unit and have me sign a contract for ******** of service. They were very pleasant and easy to deal with when they trying to sell me the upgraded unit and also offered to give me a one month credit. Their tone and ability to help completely changed when I advised that I was not signing a new contract and that I wanted the current unit repaired or replaced. I continue to get the run around and cannot get clear answers from anyone. I keep getting put on hold and told that people will call me back and they don't. This is unacceptable customer service in light of the fact that their unit damaged my house and I am now paying for a monitoring system that I am unable to use because they told me to disconnect it.

  

  Business Response

  Date: 11/18/2024

  Dear BBB,

  Thank you for your assistance in forwarding the complaint submitted by Ms. ******** Since the initiation of Ms. ********* complaint, a technician has been out to remedy the issues that Ms. ******* was experiencing. Please let us know if anything further is needed. 

  Kind Regards,

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