Complaints

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

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  CPI Security Systems

  4300 Sandy Porter Rd Charlotte, NC 28273-3200

  
• 

  CPI Security Systems, Inc.

  5150 McCrimmon Pkwy Ste 401 Morrisville, NC 27560

  
• 

  CPI Security Systems

  1673 Dividend Loop Myrtle Beach, SC 29577

  
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  CPI Security Systems, Inc.

  7019 Albert Pick Rd Ste A Greensboro, NC 27409

  
• 

  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:07/25/2025

  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 June 2025 I contacted *** to cancel my contracted service with them due to the poor service I have experienced and the rudeness of their technicians. I was informed at that time I would owe the company $3,500.00 to get released from my contract. I could not simply pay if the equipment I had to pay it 4 years of service even though I would not be using their service or equipment.I have no issues paying for the equipment but don't feel I should have to pay for 4 years of services I will not be using. I want out of my contract and just pay off the equipment. I should owe ****** and that's all.I need you help with this. They have done this to many of my neighbors and it just seems like highway robbery to me.

  

  Business Response

  Date: 07/28/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the correspondence submitted by Ms. ****** Upon review of Ms.Pennys account, the following has been determined:  In June 2024, Ms.***** executed a 60-month agreement for equipment and monitoring services with CPI. In addition to the 60-month agreement, Ms. ***** opted to take advantage of our Smart Pay program where she would not have to pay for the equipment upfront but pay it off over 60 months. These two agreements are conterminous.The equipment came to a total of $634.94. Before completing the contractual agreement, Ms. ***** informed us that she wanted to terminate services and go with another provider due to her service not working. We offered to send our quality control and a technician out to resolve issues. She declined. Ms. **** advised that she just wanted to pay off the equipment and cancel. We advised that the agreements are coterminous. On page 1 of the agreement that Ms. ***** signed,it states If this contract is terminated due to your default, you will be responsible for all damages and losses we incur in connection with your default. This holds Ms. ***** responsible for the remaining portion of the agreed time on this agreement. This paragraph also refers Mr. ******* to paragraph 11 on page 5 of the agreement, which goes into depth more in relation to contract termination. We apologize if this is not the response Ms. ***** was hoping for, however, we are acting within the terms of the signed contractual agreement.
  
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:07/17/2025

  Type:Customer Service 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 cancelled our service with CPI security in February, because we moved, but they did not cancel the service and have continued to bill me. When I talked to them today, they said they will not issue a refund. They have billed me $39.99 per month for a service that is not being used. I am only asking them to reimburse me for 4 months. Very frustrating! I will never use CPI again. I cancelled on Feb 3, 2025. They continued to charge me for ****** **** June, and July even though I had specifically requested that the service be turned off. AND they did not turn off the service and left it there under my name even with new home owners in the house.

  

  Business Response

  Date: 07/18/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ****** We have reviewed the interaction from February 3rd  when Ms. ***** initially called in to cancel services. In the call, the representative advised her that we would be sending a cancellation letter that required a signature.Also, it is listed in the contractual agreement that a signature and cancellation letter would be necessary to terminate services. Due to this, no refund is warranted. We apologize if this is not the response Ms. ***** was hoping for.However, we are acting within the terms of the contractual agreement.
  
  
  Kind Regards,
  ******** ********

• Initial Complaint

  Date:07/17/2025

  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 am filing a formal complaint against CPI Security for an egregious violation of my privacy and personal safety.On or around 7/16/2025, CPI Security sent my work order and account-related information to my ex-husband, who is not listed on my account and is not authorized to receive any communications regarding my services. While the technician was present I updated all information and had to do so in order to complete the transaction. This disclosure included sensitive information such as my service details and security details of my home. This breach is particularly alarming because I have had a previous restraining order against my ex-husband due to safety concerns. Sharing any information related to my services puts me at risk and has caused me significant emotional distress.When I contacted the company to report this breach, they were dismissive, claimed it was a mistake, or failed to offer appropriate resolution. They offered a one month decrease my service fee to $19.99. There was a complete disregard for my safety and the representatives attempted to blame me for this issue. Despite my clear status as the sole account holder, the company allowed private and security-sensitive information to be shared with an unauthorized party.I am requesting the following:A full investigation into how and why this breach occurred.Immediate confirmation that my ex-husband has been permanently removed from any record, contact list, or access channel.Assurance that internal policies will be reviewed and strengthened to prevent future violations.Documentation of any changes made to address this complaint.And compensation in the amount if $1500 in addition to the amount paid for service and installation. This incident reflects a gross mishandling of personal data, especially for a company entrusted with my homes security. I am requesting that the BBB intervene and help facilitate an appropriate resolution.Sincerely,******* ******* ********************

  

  Business Response

  Date: 07/30/2025

  Dear BBB, 

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

• Initial Complaint

  Date:07/17/2025

  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.

  I called cpi about my back yard camera was working so a tech is scheduled to come out on 7/18/2025. During the conversation with a female ***resentative on 7/14/2025. My husband I stand also the ***. *** door bell camera is barely hanging on we have put scotch tape to keep it intact. The ***. *** if we wanted to upgrade and they have a promotion we agreed due to the cost of either $53 or $56. Now keep in mind they have subtracted the money from my account. I get a call from another *** 3 days later telling me the *** we spoke to was wrong and the cost would be $199. I explained i agreed to what was discussed. The 2nd *** said that is only for new customers but that is not what she told us. Then I spoke with a supervisor she wanted to charge me an additional $50 for 2 months to pay for a upgrade door bell camera. I told the first *** and the supervisor to review the call. The *** on the 14th never said this was for new customers. That cost needs to be refunded back to me due to To mis***resentation.

• Initial Complaint

  Date:07/03/2025

  Type:Customer Service 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.

  Formal ***************************** Leading to Unnecessary Expense - Account #***********[,Nature of Complaint: The complaint is regarding negligent service leading to unnecessary expenses. The complainant experienced a misdiagnosis from CPI Security's technician that resulted in an avoidable cost.Timeline and Communication Issues: Request for service submitted on Saturday, June ******* response received by Monday, June 30th, prompting a call to the support number.Scheduled virtual appointment was missed, and technician contacted after the promised time without offering a virtual call.Misdiagnosis:The complainant clearly explained multiple issues with the garage door system, including power outages and non-functional remotes.Technician incorrectly attributed the problem to the garage door motor and advised contacting a garage door company.Actual Problem:A professional garage door company identified the issue as stemming from CPI Securitys improper installation, specifically a poorly secured wire connection when attaching the remote **************** Impact:The complainant incurred an unnecessary expense of $190 due to the technicians incorrect assessment.Expectations from CPI Security:Acknowledgment of the oversight.Compensation for the $190 expense.Assurance of improved training and product knowledge among technicians.Impact on Customer Confidence:The incident has undermined the complainants confidence in CPI Securitys product knowledge and customer support.Emphasis on the importance of comprehensive support and expertise in choosing future security providers.

  

  Business Response

  Date: 07/07/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ******* We apologized for any inconvenience or frustration that Mr. ****** has experienced. I had the pleasure of speaking with Mr. ****** today and we went over the issues he mentioned in his complaint. Our technical representative misdiagnosis the garage door issue Mr. ****** was having. Our representative advised to Mr. ****** to contact a garage contractor to correct the issue. The contractor identified the issue and stated the garage was installed improperly by CPI. This resulted in Mr. ****** paying a bill of $190.  I'll be reaching out to our QC team to investigate the issue at hand and Mr. ****** will be sending me a copy of the receipt reflecting the payment he made with the contractor. Please feel free to reach back out with any additional questions or concerns and well be happy to help. Thank you.
  

• Initial Complaint

  Date:07/02/2025

  Type:Product 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.

  The sales ***resentative did not advise that as renters we could not obtain their services, so they voided the contact (which was not a problem). But I had already made a down payment for equipment and after the contract was voided they did not refund the money nor would the sales *** or his supervisor respond to inquiries.

  

  Business Response

  Date: 07/03/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ******* The refund request was placed in yesterday, July 2nd. Please allow 7-10 business days for this to process. We apologize for any inconvenience this may have caused.
  
  Kind Regards,
  ******** ********

  Customer Answer

  Date: 07/30/2025

   
  I am rejecting this response because:

  I previously made a complaint about a service contract that was voided by CPI and not receiving a refund for the equipment down payment to which they responded on 7/2 that a refund had been issued and to wait 7-10 business days. Today is 7/30 and I have not received a refund and when I call no one has any answers!  

   

  Desired Resolution:

  Refund

  
  

  

  Business Response

  Date: 08/07/2025

  Dear BBB,

  Thank your inquiry. I would be glad to assist you. Our records indicate that the refund has been issued. Please let us know if you need any further assistance. 

  Kind Regards,

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

  Customer Answer

  Date: 08/07/2025

   
  Better Business Bureau,

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and agree that a refund was finally issued. It should be noted that after my first complaint they advised a refund would be issued and it was not! When I never received it and called back they said they didnt receive payment and would not issue a refund. After going back and forth with the cc company and them a refund was finally issued!
  
  Thank you. 

  
  

• Initial Complaint

  Date:07/01/2025

  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.

  We have called CPI to cancel service 6/29 and were told we owe money for the equipment. I informed them I paid the technician upon installation and we go a promo at the time of sign up. He stated it must go to a supervisor. On 6/30 we go a email saying to fill a form out and send it in which would have us pay for equipment. That afternoon I called and spoke to a supervisor and she stated we didnt pay for all equipment just part of it as she looked at the payment and promo. I told her I did and the technician spoke to the operator. She informed me she would have to check the audio tapes from over 2 years to see what the conversation was. We still havent heard from them and are being charged.

  

  Business Response

  Date: 07/08/2025

  Dear BBB, 

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

• Initial Complaint

  Date:06/30/2025

  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.

  Purchased in 2023 by door to door salesman who was super high pressure sales and coerced me into purchase and lied to me about cancellation fees. Also deceived me by not telling me that my credit would take a hit. He said it would be a soft inquiry. I make several calls to *** trying to resolve this or even cancel my services but of course that was not entertained as I would be hit with several thousands in fees. Im circling back, I would like some sort of compensation, an extra camera or money off these bills. Since Im locked in for 5 years.

  

  Business Response

  Date: 07/03/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ***** We apologized for any inconvenience or frustration that Ms. **** has experienced. After further researching your account, I see that in 2023 you made us aware about the hard credit check. We advised to you when the complaint was first brought to our attention that we weren't able to reverse that, and unfortunately today, that answer is still the same. We will not be able to give you any sort of compensation, or an extra camera.  Please feel free to reach back out with any additional questions or concerns and well be happy to help. Thank you.

  Customer Answer

  Date: 07/03/2025

   
  I am rejecting this response because:
  I asked for some sort of resolution or compensation and was still given nothing. At least let me get of this sorry contract. You are all scammers and should be sued for what youre doing to people. I do not accept this response. Absolutely nothing was done or offered. Worst customer service ever.

  

  Business Response

  Date: 07/09/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ***** We apologized for any inconvenience or frustration that Ms. **** has experienced. We understand your disappointment and take your concerns seriously. While we strive to provide the best possible service, we would never intentionally mislead or take advantage of any customer. We are committed to resolving issues in a fair and transparent manner. Regarding your complaint, there isn't any evidence for us to research. As stated before, we are unable to control credit checks, nor do we have the power to reverse them. Due to the lack of evidence of your complaint, we are unable to process any sort of compensation or release you from the contract with no penalty. Please feel free to reach back out with any additional questions or concerns and well be happy to help. Thank you.

  Customer Answer

  Date: 07/09/2025

   
  I am rejecting this response because:
  You cant speak for what your **** had the intention of doing accept for the fact they were trying to make a sale. 
  

  you have no evidence because you havent done any research to even try to investigate the situation. You have no power to reverse it but you had that power to hit my credit in the first place is wrong. Not cool. Something needs to be done about this. Im not happy. 

• Initial Complaint

  Date:06/29/2025

  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.

  I gave CPI security to take $60.04. Instead the took out $6004 its been a week and they havent refunded my money.

  

  Business Response

  Date: 07/01/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ******* We apologize for any inconvenience and frustrations Ms. ****** has experienced as a result of this clerical error.Our records indicate that Ms. ****** has been refunded this amount, as of June 30th.Please let us know if there is anything further we can do to assist.
  
  Kind Regards,
  ******** ********
  

• Initial Complaint

  Date:06/12/2025

  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.

  With all of the issues with storms in ****************, every time there is a power failure my internet cuts off. I am required to get under the desks and try to get my internet back so my Mom can stay in touch. *** takes over my internet, and ***** has told me they have repeatedly tried to work with them, and CPI refuses. My having to get up in the middle of the night after a power outage to ensure I have access to my Mom is becoming a nuisance and unbearable for me. I tried to work with them today to get out of their service to support my family. I was told that I would have to pay them their $500+ dollars.

  

  Business Response

  Date: 06/23/2025

  Dear BBB, 

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