Reviews
This profile includes reviews for CPI Security Systems's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 68 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromEileen B
Date: 12/27/2023
1 starEileen B
Date: 12/27/2023
***************** had CPI come to my home because I could no longer control my garage door from my cell phone. That was 12/6/2023. Since then my garage has repeatedly opened and closed arbitrarily. In fact there was an instance where I was out and an intruder entered my garage (I have evidence that I had closed it upon my departure).I called 911 and the police were at my home when I got home. CPI was also alerted. Since then I have constantly had to call. CPI to get them to respond to correcting this issue and although the techs were good, their tech servicers blatantly lie and say they tried to reach out to me and claim to have left me voicemails, and tried to reach out to me which is absolutely lies. In this day & age there are trails to see communications. They claim I cannot cancel my acct. and have to complete my contract. In fact when I told them I wanted to cancel the guy actually said to me well that aint gonna happen!!Do not hire them!!
CPI Security Systems
Date: 01/08/2024
Thank you for your feedback. It is very important to us. I have reviewed your account in its entirety. I do see that we have spoken with you and also left multiple voicemails on different occastions. When we spoke to you on 12/29, our notes indicate that you would need to contactliftmaster directly in regards to the motor in your garage door. Please reach out to us if you need any further assistance.Review fromTina R
Date: 12/21/2023
1 starTina R
Date: 12/21/2023
I requested to discontinue my "service agreement" for two reasons. First, my system never collectively worked. I also had an additional camera that was never installed and I never knew about until I called in for service. Very curious? I'm a single woman who doesn't have the time to sit at home waiting on technicians. Nor do I want to spend time troubleshooting my equipment. During the time I had non service with CPI my father went into hospice and passed away. He lived 3 hours away.Second and more importantly, I needed to free up money to help my son and daughter in law. My 10yo granddaughter was recently diagnosed with cancer. When I called to cancel my service, I was charged another *****, and then sent an additional bill for ****** for early cancelation and equipment. I've been a customer for close to 3 years paying ***** every month. There are qualities called empathy and decency that this company seems to lack. And these qualities should start from the top down. The internet does not shine a good light on CPI and those start at the top. It takes another level of greed to send a bill to a family who is trying to come together for a very sick little girl who is traveling from Summerville to ********* to receive treatment. And, we don't know what the future looks like. Does CPI really need this money to stay afloat and show excellent profit margins? The ***** would have made a big difference in my life. Still, I would rather be me with a heart and broke over the *** of this company and all his riches. Happy Holidays Scrooge!!!CPI Security Systems
Date: 01/08/2024
Thank you for your feedback. It is very important to us. We are very sympathetic to your circumstances and the life events that you and your family are experiencing. Unfortunately, that does not negate the contractual agreement and terms. We apologize that we are unable to waive these charges.Review fromKaren E
Date: 12/14/2023
1 starThe entire system was off-line (disconnected from cell service and WiFi) for entire days, September 7th and September 12th, 2023, as shown on the activity logs. No alerts were sent to the monitoring station and the app looked completely normal. On both dates when I arrived home from work, it was obvious that someone had been in my home. There was also evidence that someone had unlocked the door under user slot 251 as shown in the activity logs. I live alone and there was no one else with legal access to my home at that time. On four separate occasions the tech support team have commented that they have seen things happen on my system that they have never seen before. I moved to this home due to a domestic violence situation but this system and the app has too many flaws to work as promised. I have sent two emails asking for my money back without a response. CPI cannot rectify the situation as they sell the perception of security, not real security. I am not safer by using this system.Review fromStar D
Date: 12/06/2023
1 starStar D
Date: 12/06/2023
Called cpi customer service on 3 separate dates 10/27/2023 11/28/2023 & 12// 05/2023 regarding issues with accessing my live camera from my cell phone, even speaking with a supervisor on matter on 12/05/2023 matter was still unresolved and there are refusing to send out a technician to resolve matter despite 3 prior unsuccessful attempts because supervisor explaining there is no issue detected on there end and if I need a technician it will be at my expenseCPI Security Systems
Date: 12/12/2023
Thank you for your assistance in forwarding the complaint submitted by ****************. We apologize for any frustrations **************** has experienced. We have reviewed Mr. ******* account in its entirety and have determined the following: On October 27th, November 28th and December 5th, **************** contacted us to advise that he could not stream his cameras on his phone and that he did not think the cameras were working. We advised each time that there were not any trouble conditions and that when we tried on our end, the cameras came up immediately with no issues. We advised him to try to stream the cameras on a different device to see if it was a device issue. He demanded a technician out. However, if we route a technician out to his home, a trip fee is warranted. We apologize if **************** does not agree with this but this is the standard company policy.Review fromMargaret Ann G
Date: 11/26/2023
1 starMargaret Ann G
Date: 11/26/2023
CPI is impossible to deal with when canceling services. We moved out of our house for a renovation and our system was disarmed and dismantled in August 2023. I couldnt get a person to help me cancel my service for nearly 4 months. They told me they would transfer me (after being on hold for a very long time), and then I was disconnected. They told me they would call me back and they didnt. Finally when I was able to get it cancelled in NOVEMBER 2023 they wouldnt backdate the 4 months and refund me. I strongly discourage using CPI. Their customer service is subpar, and they make it impossible to cancel.CPI Security Systems
Date: 12/12/2023
Thank you for your feedback. It is very important to us. Our records indicate that we spoke with ****************** on November 26th and received the cancellation letter on this date as well. We are not showing any other attempts made by ****************** to cancel the account. We apologize for any frustrations this may have caused.Review fromThomas S
Date: 11/09/2023
1 starThomas S
Date: 11/09/2023
Do not use this company. The worst cancellation policy ever. When I called to cancel, the person on the phone had the audacity to tell me oh if you called yesterday we could have cancelled without you paying for another cycle. Absolutely horrible policy and customer service. Not to mention their products are lousy. Doorbell camera only works if someone pushes the button. And their other camera are garbage too. Their products are not reliable and perform terribly. Ring doorbell and Nest are far superior products, as I am sure most other ones are too. This company does not care about its customers. They are scammers and complete rip off artists. I will never use these clowns again. And I am only leaving one star because the review makes me. They dont deserve and stars.CPI Security Systems
Date: 12/12/2023
Thank you for your feedback. It is very important to us. We do require a 30- day cancellation notice to terminate services. I also apologize that the cameras did not meet your expectations. We hope to one day be able to restore your faith in us.Review fromJim S
Date: 11/03/2023
1 starJim S
Date: 11/03/2023
I have had a CPI security system since the 80's. Lately I have become less and less pleased. Recently I had some updates completed to the system. Communication with the *** office has been very difficult. Billing accuracy has not been good, and phone communication is the pits. Late yesterday l was to told to hold or enter their "call back" system for a call in apx 4 minutes. Two hours later I gave up. Today I called again and this time I just continued to hold for iver one half hour. Hence this message. I will call another provider unless I get a call back before 4PM. Tiring of bad service!*********************** ***************************************************************** ************CPI Security Systems
Date: 12/13/2023
Thank you for your feedback. It is very important to us. Our records do indicate that we have spoken with ******************** since the initiation of his review. Please let us know if any further assistance is needed.Review fromKevin B
Date: 10/20/2023
1 starKevin B
Date: 10/20/2023
Lackluster customer service/support. Equipment does not work reliably. *** contacted them numerous times regarding the outdoor ******************* they continuously go offline and are inaccessible, which defeats the purpose of being to view outside using mobile devices. I have to restart multiple times along with their router and repeater that was installed to improve signal. I am really disappointed with the lack of stability of these cameras from CPI. I have one generic outdoor camera from Amazon and have zero issues connecting and viewing video. The only constant from CPI CAMERAS is the fact they dont work when needed to view outside. You can rest assured I will cancel my service with CPI once the timeframe expires. Dont get conned into signing a contract foe subpar service and equipment.CPI Security Systems
Date: 12/13/2023
Thank you for your feedback. It is very important to us. Our records do indicate that we have spoken with ************** since the initiation of his review. Please let us know if any further assistance is needed.Review fromMissy G
Date: 10/18/2023
1 starMissy G
Date: 10/18/2023
The most terrible service provider I have ever encountered in my life. After 3 years of service, I've decided to cancel my service. However, they have the most incompetent people who work there from billing, tech support, including several so called leadership/managers I've spoken with; who can't/don't know how to do simple task like cancel service property. I've called and talked with 25+ individuals, keep getting the run arounds, finally was told, service cancellation have been completed but it was never. They only turn off monitoring but not fully deactivate account as they want to continuously charge/bill you for it and take your money for free for service they no longer providing.. so way it works is they'll stop monitoring your property and kick you out of your account/apps at your request to cancel but will not completely remove your account from their system so they can continue to bill you = free money for them and headache/waist of time and $$ for you .. and if you call to ensure deactivation, you'll only get the run arounds, transfers, hung **** misinformation, etc. pretty much everything but resolutions... they'll also attempt to hold your devices hostage that you've transferred or get from them (fully paid for) so you won't be able to activate to another service... quite the scam they got going on. Had to learn the hard way and will I ever set up service even if cost $.001.. they absolutely don't care about their customers or retention no matter how long you had service, how much $$ you've spent, no miss payment, none of that.... Do not, I repeat DO NOT get service from CPI .. go anywhere but not them. They are scammers!!!!CPI Security Systems
Date: 12/13/2023
Thank you for taking time to provide us feedback. It is very important to us. Unfortunately, we were unable to locate ************** account based off the information provided. We would love the opportunity to look into this matter but will need more information to do so.Review fromGeo S
Date: 10/05/2023
1 starGeo S
Date: 10/05/2023
Although more expensive we thought CPI was worth it due to their usually great customer service and rapid response times. However, we are moving and needed to cancel our service so I called in and in the process of stopping our service had to listen to about 15 minutes of marketing BS about the service for our next home. A week later I called back in to ask a question about the shutoff time and found out that contrary to what I had been told on the first call no cancellation was scheduled. I was sent to ******** supposedly the person who handled the first call and found out that she apparently never sent the cancellation email. A suspicious mind might think this was a way to extract another month's service fee but at any rate she was very rude. I know from our 15 years or so with CPI that there are some ****************** working there that are also very good at what they do. We've never had a single issue. Just wanted to point out that a single rude individual can undo the good will built up over a decade or more with a few rude remarks. While CPI is spending a fortune trying to hold on to their customers and attract new ones, they have a few employees who are quite busy driving away their existing customers. I never thought I would switch but will be looking into what other security services are available at our next home.CPI Security Systems
Date: 12/13/2023
Thank you for your feedback. It is very important to us. We apologize that you have not had a pleasant experience with us. Our records indicate that your account has been cancelled since the initiation of your complaint. We hate to lose you as a customer. We hope to one day have the opportunity to restore your faith in us.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.