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

  531 Clemson Rd Columbia, SC 29229

  
• 

  CPI Security Systems, Inc.

  5150 McCrimmon Pkwy Ste 401 Morrisville, NC 27560

  

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

• Initial Complaint

  Date:06/29/2025

  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. 

• Initial Complaint

  Date:06/12/2025

  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.

  2009 we began service with *** and my daughter ***** signed contract at *******************************************************. We moved in 2021 to ******************** youngsville and transferred service. We moved in 2023 to ******************* and transferred service. At no time did anyone inform me We were beginning a new "contract". Each time I was told I could keep the ***** monthly fee. I called in January 2025 to cancel service because we were moving. I received an email in Jan 2025 to sign to cancel service. I received an email back stating it could not be completed because contract was not in my name but in ***** Isles name my daughter. After telling them this they sent another email and had changed to my name. I have a copy of the first email. When I received a bill for cancelation fee of contract I tried to tell them I've been under contract for over 10 years. No one would listen. I spoke to collection agency today. He would not listen and told me I needed a lawyer. I don't have money for a lawyer and I feel this is unjust.

  

  Business Response

  Date: 06/19/2025

  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 the account, our QA team was able to locate the call back in 12/2023. Our representative didn't mention the document Ms. ******** was looking over was a contract but advised to Ms. ******** to read it carefully and to please sign. Our contract document reflects the monthly pricing and how many months the contract will be. All of this is shown on page 1 of our contract agreement. After these findings, we are willing to waive all the late fee's along with any payment return fees. However, the contract was still signed by Ms. ********* and she will be responsible for the remaining balance of the contract. Please feel free to reach out with any additional questions or concerns and we will be more than happy to help.

  Customer Answer

  Date: 06/20/2025

   
  I am rejecting this response because:

  I am not satisfied with the response. If it were true it was a contract, when I requested to end service CPI would have forwarded the document for me to sign in my name. My daughter has not lived with me for over ***************************** her name and I continued to forward service to new addresses. Of course, if it were a new contract someone would and should have explained that in detail. Why would I think it was a new contract when I've had service for so many years?

  
  
  

  

  Business Response

  Date: 06/27/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ********* We apologized for any inconvenience or frustration that Ms. ******** has experienced and also apologize for our delayed response. After further researching the account, our *** leadership team is willing to offer 25% off the default fee - $1,066.29. Our finding show that our representative didn't mention a contract was being sent to you. We also recognize you've transferred service with our company several times, and at any point when transferring service, we've always generated a new contract for you to sign. The 25% will take off $266.57, which will lower the default to $799.72. If you do not accept the 25% offer, your default balance of $1,066.29 will remain the same. Please feel free to reach out with any additional questions or concerns and we will be more than happy to help.

• Initial Complaint

  Date:06/11/2025

  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.

  My 87 year old father, ***** **** is suffering from Alzheimer's. I explained this to the *** ******** would continually set off his home alarm accidentally. When he couldn't figure out what to do to silence the system, he would break the monitors by pulling them out of the wall. Then he would have to pay *** to have a tech come out to repair the system.When Dad broke the system the last time, we tried to cancel his CPI account, the representative wouldn't allow it, since my dad couldn't remember his password. *** continued to debit his bank account for the monthly service every month, until we convinced the bank to decline future ***********CPI has not serviced the broken home security system or received a payment for well over a year. A few months ago, I spoke to them again when they called my Dad's house trying to receive a payment for services they would not allow my Dad to cancel.I told the representative that my Dad tried to cancel over a year ago and the representative wouldn't do it My dad is nearly deaf and is also having a difficult time understanding financial concepts now. I tried to get him on the phone again, but he said he didn't want to talk to anyone. I asked the representative if he could email me a cacelation letter for Dad to sign. He wouldn't do it. The representative just told me he would continue to call back until he could speak with Dad.I don't know why they continue to call his caregivers and ask to speak to him when the *** **** refused to cancel his account and kept billing him.

  

  Business Response

  Date: 06/18/2025

  Dear BBB, 

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

• Initial Complaint

  Date:06/11/2025

  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.

  Today on 6/11/20 I went home on my lunch break and noticed that I couldnt get into my house. I attempted to put the code in on the keyless pad. It would light up then when I went to press the check mark it would go dark. I then tried from the app but nothing happened it would just beep. So I was locked out of my house. I called *** & a representative told me she would set me an appointment to have a tech come out on 06/12. After an hour or two I noticed I hadnt received an email confirmation. So I called back in and spoke to a new representative who advised me the appointment was set for Friday. I explained to her that does not work because I am locked out. To which she said I could call a locksmith or pay the emergency fee for CPI to come out. Why should I have to pay when this is THEIR EQUIPMENT, THEY INSTALLED IT. Thats not fair and Im not paying. I need to get back into my house. She also explained that she doesnt know why the other representative made an appointment for Friday. They couldve pulled the call to listen to her say the appointment was Thursday not Friday. I requested a manager I was told theyre in meetings and they would call me back. Havent heard anything!

  

  Business Response

  Date: 06/17/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ********* Since the initiation of Ms. ***** complaint, we have spoken with her via social media and a credit was applied to her account. Please let us know if you need any further assistance.
  
  Kind Regards,
  ******** ********

• Initial Complaint

  Date:06/05/2025

  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 am formally notifying CPI that I am canceling my service effective immediately due to ongoing issues with the system, and I will not be responsible for any outstanding balance or cancellation fees.CPIs system is faulty: the doorbell and backyard cameras will ring but fail to capture the corresponding video, which defeats the purpose of the service. If the ring activates, video recording should occur, yet it does not. Most recently on June 4th 2025, a contractor was in my backyard at 2 PM; the backyard camera alarm rang, but no video was recorded. I have submitted multiple complaints regarding ongoing issues, including through text messages to *****************.Additionally, a feature allowing me to manually ring an alarm in my backyard to deter animals and unauthorized persons was removed without explanation. When I asked about it I was told we dont have that feature. The cameras frequently generate false alerts, mistaking leaves, shadows, and heavy rain for people or vehicles, which confirms the unreliability of their system.I also received a notification about reaching 80% of my video upload limit, yet due to false triggers, many irrelevant clips are recorded. When I requested a resolution, I was told they would adjust the sensitivity, which is unacceptable.Due to these ongoing issues, CPI has failed to uphold their end of the contract for services. I am requesting that all *** equipment be retrieved from my property within ***************************************************** cease. Delete any card information associated with my account from your system immediately. Please also provide a written cancellation agreement or confirmation via email for my records.If CPI fails to respond appropriately or fails to retrieve their equipment within the requested timeframe, I will escalate the matter by filing a formal complaint with my state's attorney and the appropriate consumer protection agencies, and/or seek legal counsel if necessary.

  

  Business Response

  Date: 06/11/2025

  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 researching the account, I noticed since installation of the system and camera was completed back in 4/3/2024. We haven't been to service and assist any of the issues that was mentioned. All of the equipment is covered under a lifetime warranty and the first year of service, trip fee charges are waived. We would like to schedule a service technician so he/she can service the equipment to correct any and all issues Mr. ******** has experienced.  Please feel free to reach out with any additional questions or concerns and we will be more than happy to help.

  Customer Answer

  Date: 06/11/2025

  I am rejecting this response because it does not address the core issues outlined in my original complaint.
  

  There are simply too many ongoing issues with the system, and I no longer have confidence in its reliability or effectiveness. I am no longer interested in service or repairs. I am formally requesting immediate cancellation of my account and full removal of all CPI equipment from my property within 10 business days. Please provide written confirmation of the cancellation and ensure that all billing and card information is removed from your system.
  

  Failure to comply will result in escalation to the appropriate consumer protection agencies and legal action if necessary.
  

  
  

  

  Business Response

  Date: 06/13/2025

  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 issues Mr. ******** mentioned in the previous complaint can be fixed with one of our trained Technicians. We are more than happy to schedule a technician to come out and assist these issues at no cost. If Mr. ******** would still like to move forward in canceling, he will be responsible for the remaining balance on his account. Please feel free to reach out with any additional questions or concerns and we will be more than happy to help.

  Customer Answer

  Date: 06/13/2025

  First off I am Ms. ******** & my pronouns are she/her. Also I must reiterate that this is not an isolated incident but a pattern of ongoing system failures that have not been adequately addressed despite multiple complaints.

  I do not accept a technician visit as a satisfactory resolution. The persistent issues, including failure to record video during alarms, false alerts, and removal of critical features without notice, constitute a breach of contract and render the service unusable.

  The longer this issue goes unresolved, the more compensation I will seek for any future payments I am forced to make.
  
  I will now escalate this matter to the appropriate consumer protection agencies and pursue legal action. 
  

• Initial Complaint

  Date:05/30/2025

  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 paid for all the equipment needed to have system installed. Even paid 4 months payment in advance. I am not happy with the service at all. It just does not work properly, the flood lights stay on all the time. I am 73 years old on a fixed income and saved for a system. That I am not happy with. They can just take it all back and let me go free.

  

  Business Response

  Date: 06/05/2025

  Dear BBB, 

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

• Initial Complaint

  Date:05/17/2025

  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.

  On January 15th 2025, I contracted *** to provide home automation services (wireless thermostat and doorbell camera) at my home address. I paid them at that time $119.88 which was an advanced payment for the next 12 months ($9.99 per month). After speaking with the sales *** I was transferred to technical support to set up the service. After speaking with techs for several hours they were unable to get the door bell camera activated. I left the country and didn't think much of it for the next two months. At no time did I receive the service I paid for.After a couple months I was contacted by *** who claimed that I owed them money and that the bill was going to go to collections if I didn't pay. I explained to them that I had already paid and that I wanted to cancel my service and get my money back for the 12 months I had paid in advance. They refused. They also refused to cancel my service--which I had yet to receive anyway--without receiving another payment.After calling back several times, being given the run around several times, after pleading my case for several hours on two separate occasions, I was finally transferred to a supervisor. I explained the issue to the supervisor (*****) who looked into my account. He saw that for some reason, and mistakenly, CPI had set up an additional account with my address and had charged me in error. He said that he would take care of that issue immediately and remove the charge from the account. I assume he did but I do not know. He also assured me that he would cancel my account with CPI and refund the $119.88 that I had paid back in January for services I never received. Until now I have not received refund of my money. That was over three weeks ago--I was told I would get it within 7 to 10 business days. I have no idea if CPI has cancelled my account. Up to this point CPI has not followed through on their assurances to me. I'm asking BBB to intervene to hopefully get a resolution to this issue. I have receipts, etc.

  

  Business Response

  Date: 05/19/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Mr. ********* I have reviewed the account in its entirety. I have been working with our cancellation and accounting teams and was able to get everything expedited. I also tried to contact Mr. ******** via phone as well to advise that this had been taken care of and that he should be seeing the refund reflect his account.  We apologize for any inconvenience that *********** has experienced. Please let me know if you have any further questions. 
  
  Kind Regards,
  ******** ********

  Customer Answer

  Date: 05/23/2025

   
  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:05/17/2025

  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 purchased a home in ************ and moved in at the beginning of May. I wanted to install a security system so I did some research and decided to go with CPI. Within hours of them installing the security system, my air conditioning stopped working. The ** worked perfectly fine every day leading up to this system being installed. I made multiple calls to their customer service center, because they say they have local offices but when you show up to the address listed for ************, its a demod building. I was left on hold for hours at a time, only to then be told its not their problem or their system, its the HV**. When its most obviously NOT the HV** because it worked perfectly fine until this system was installed. While trying to explain this to them, the supervisor hung up on me. I had to call back in, only to be put on hold again for an undue amount of time. The problem is still not resolved. They are not accepting any accountability, nor have they offered to even come LOOK at the system they installed. They diagnosed this issue over the phone and refused to send a technician to my house. I am in my 60s, I have an elderly dog at home, and it is currently 95 degrees outside. This is unacceptable and honestly reprehensible and bordering on negligent.

  

  Business Response

  Date: 05/20/2025

  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 researching the account, I see that our Operations team was able to successfully send out a technician on 517/2025 to address the issues Mr. ***** mentioned in his complaint. The tech notes state that the Thermostat issue has been resolved. The Thermostat is reporting no trouble conditions at this time. I've called Mr. ***** twice this week, today and yesterday to follow up and see if everything is still working properly. Please feel free to reach out with any additional questions or concerns and we will be more than happy to assist you. 

  Customer Answer

  Date: 05/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and although they were able to send out a technician same day, it was only because I called the local salesman who sold me the system. *** Corporate was still telling us that May 27th was the earliest that a technician could come. The local salesman was able to ask a technician to come by same day. We still had a supervisor hang up on us, blame us for the mistake, and tell us that it definitely wasnt their system that it was the ***** The customer service was awful, but the ********************** system/thermostat itself is now working properly.
  
  Thank you. 
  

• Initial Complaint

  Date:05/09/2025

  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.

  First of all, I have been a customer for this company for over 10 years. I have been treated as first class customer until now. For the past month, I have been trying to get a system install to my garage which is not attached to the house since March, I have. 3 technicians to come out and all of them have no idea of what it was requested, I signed documents and I have talked to several reps. ** of today, I still waiting to get the system installed. What really got me concerned is that I called a couple of days ago asking for the operation manager and he couldnt provide me with that info, he instead gave me the name of his manager which name is *****. At first, speaking to ***** he refused to transfer me to the operations manager and after a lengthy conversation just asking for the operation manager, he then say that there was no operation manager. I want the operations manager to call me as I need an answer to the request I previously made.

  

  Business Response

  Date: 05/16/2025

  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, it looks like we have attempted multiple times to get the install completed for Mr. ****** and we have failed to do so. Our dispatch team had availability yesterday morning to complete the install, but we weren't able to reach Mr. ****** via phone call successfully. I've reached out to our Operations and Supervisor teams to gather more information on why we haven't been able to complete this job in a timely fashion. We will attempt to reach back out to Mr. ****** to get this rescheduled for him as soon as possible. Please feel free to reach out with any additional questions or concerns and we will be more than happy to assist you. 

  Customer Answer

  Date: 05/18/2025

   
  I am rejecting this response because:
    No one has reached out to me at all. This is proof of the unavailability for this company to comply with my customers request. I have attempted calling and I asked for the operations manager several times. so far neither the operations manager or anyone has reached out to my via phone or email. 

  

  Business Response

  Date: 05/19/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ******* We apologized for any inconvenience or frustration that Mr. ****** has experienced. A solution was finalized today after speaking with our Sales and Operations team. Our team reached out to Mr. ****** today and made him aware that we'll have a technician onsite tomorrow 5/20/2025 to complete the install.  Please feel free to reach out with any additional questions or concerns and we will be more than happy to help.

  Customer Answer

  Date: 05/21/2025

   
  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.