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

  2456 Remount Rd STE 307 North Charleston, SC 29406

  
• 

  CPI Security Systems

  38 Rosscraggon Rd Ste D Asheville, NC 28803-1165

  
• 

  CPI Security Systems, Inc

  7003 Pelham Rd Ste A/B Greenville, SC 29615

  

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: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:07/01/2025

  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. 

• 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.