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 Systems

  1673 Dividend Loop Myrtle Beach, SC 29577

  
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  CPI Security Systems

  2456 Remount Rd STE 307 North Charleston, SC 29406

  

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:09/29/2025

  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.

  Bought a new house in the area, CPI Security gets fed buyers details as part of the agreement. When I was contacted by CPI Security I heard them out and eventually told them I am not interested in their service. They called me a couple of days after closing and tried to sell me again on their service. I told them I spoke to him last week and that I'm not interested. He didn't want to take that answer as a final and continued his sales pitch. I asked him if it is common for him to make these follow up calls after told no and he said yes. I explained I was very busy having just closed, moving in my stuff, getting all my accounts and affairs in order, that I find his call very annoying and inconsiderate. He kept going with his sales pitch like he didn't even understand what I said. I told him not only am I not going to buy it, I will never be a CPI Security customer, to take me off their list. Since then I have received several more calls from them. Unacceptable.

  

  Business Response

  Date: 10/06/2025

  Dear BBB, 

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

• Initial Complaint

  Date:09/28/2025

  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.

  Non working hardware, zero results regarding communication with CPI from day one (only about a month ago). Was told I am still in contract, even though non working equipment. I have called (and been recorded) AT LEAST 10X. NOTHING resolved. Cameras still do not work correctly, I'm still asked to pay for equipment I do not have and a service I was told was the "only option"..to find out that was false. A "tech" who showed up 20min early and who left without calling me, but sent me a text saying "sorry I missed you". I was 3min down the road and he was 20 EARLY!. I cannot count how many times I've been lied to.

  

  Business Response

  Date: 10/02/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ****** We apologized for any inconvenience or frustration that Ms. ***** has experienced. I had the pleasure of speaking with Ms. ***** earlier this week and she expressed her concerns and issues. There's multiple things she's dealing with when it comes to our service and the equipment. I offered several outlets to see if we can resolve the issues in which, she declined. Ms. ***** never signed the contract and she's requesting to be released. She's now working closely with one of our Supervisors in finding a solution.   Please feel free to reach back out with any additional questions or concerns and well be happy to help. Thank you.

• Initial Complaint

  Date:09/25/2025

  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.

  CPI Security failed to respond to on-line service termination request entered in Aug 2025. Their service requires internet access which was terminated on 15 Aug 2025. Since there was no internet, I requested that they terminate my security system services. After not hearing from them for some period, I later contacted them by phone about service cancellation. The gentleman I spoke with acknowledged on-line request with no action but then stated it must be done by a docusign document and forwarded me the link. CPI Security's slow roll approach to cancellation requests allowed them to collect another months fees (Sep 2025) for nothing since my system was off-line back in August of 2025. Since this was done by direct account billing (autopay) I've alerted my bank as to the unauthorized deduction from my account.

  

  Business Response

  Date: 09/30/2025

  Dear BBB, 

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

  Customer Answer

  Date: 09/30/2025

   
  I am rejecting this response because:  CPI security was contacted in August through their website about cancelling my service.  They failed to respond to this request and a second one done on line in August.  After not hearing from them about my request I made the phone call to them in September and they then prepared the service termination document that they included in their response.

  I am submitting an email that shows when my internet service was terminated since their service requires an internet connection to work.  I contacted CPI about cancelling my service immediately after disconnecting my internet as their service was no longer functioned.  In my discussion with them, they acknowledged seeing the loss of the internet connection.  What they would not acknowledge was the on-line requests I made to terminate service as those requests seemed to magically disappear.  

  Since the service should of terminated in August, they should not have taken the direct withdraw from my bank.  I contacted my bank about the non-authorized withdraw in September.  Now CPI is doubling down by adding penalties to the charge reversal done by my bank.  And this is the first I've every heard of a credit ($11) on my account.

  So to recap, CPI failed to respond to my on-line request in August to discontinue service after I disconnected my internet.  They did not take any action until I contacted them phone which basically through their policies allows them to bill for another 30 days after acknowledging the service termination request.  They acknowledged seeing the loss of internet which means they were no longer providing any services to me.  They denied every seeing my on-line request as a way to extend their billing timeframe and are now placing retaliatory fees on top of the bogus charges since I had the September charges disputed with my Bank.

  
  

  

  Business Response

  Date: 10/07/2025

  See Attachment

• Initial Complaint

  Date:09/24/2025

  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.

  After 14 years of continuous service, I called to cancel service. I was antagonized and met with difficulty. Bad customer service manager who wanted to challenge me more than find a solution. Disappointed in this company after 14 years of loyalty.

  

  Business Response

  Date: 09/29/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ***** We apologized for any inconvenience or frustration that Ms. *** has experienced. I called Mr. **** twice and left a voice message on both occasions. After overlooking the account, it does look like it has been successfully canceled.  Please feel free to reach back out with any additional questions or concerns and well be happy to help. Thank you.

• Initial Complaint

  Date:09/22/2025

  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.

  *** wants me to pay for 13 more month for services after I moved out of state that they don't service.I moved after the death of my spouse to be near family.

  

  Business Response

  Date: 09/24/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ******* We have reviewed the account history associated with Ms. ****** in its entirety. Ms. ****** signed a contractual agreement for 39 months beginning in July 2023. On January 30, 2025,Ms. ****** reached out us to advise she is building a home and moving into a rental. On February 11th, she contacted us back to advise that she moved to ********* We advised her of the remaining terms and that we dont service that area but that the new homeowners can take over the remaining time on the agreement to relieve her of the obligation. Ms. ****** advised at this time that the new homeowners did want to take over the service.  We suspended the billing for 6 months to see if they would take over but they did not.
  
  On September 11th,Ms. ****** called wanting to know why her billing was still active. The representative advised her that she had time remaining on the agreement and that the new homeowners did not take over the remaining terms.The contractual agreement outlines that in the event the contract is terminated prior to the contract being fulfilled, a default fee is warranted. The only way this fee is waived is if the new homeowners agree to take over the *********** which, they did not. Therefore, Ms. ****** is responsible. We apologize if this is not the resolution Ms. ****** was hoping for, but we are acting within the terms of the signed contractual agreement.
  
  Kind Regards,
  ******** ********
  
  

• Initial Complaint

  Date:09/22/2025

  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.

  ***, since termination of an account, has continuously drafted $55.43 from my account on the first of each month since May 2025. I called every month after each draft to has for assistance with discontinuing the draft with no such resolve. The customer service representatives are professional and supportive, but lack the authority to resolve issues. When asked to speak with someone in the organization that has the authority to resolve the issue, the representative ask can someone return the call or is place on hold and rerouted back to the queue - no such call occurs. "Managers are in a meeting" is a standard response, along with he/she "is at lunch".

  

  Business Response

  Date: 09/29/2025

  Dear BBB, 

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

• Initial Complaint

  Date:09/20/2025

  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.

  As a longtime CPI ***********+ years), I had a touchscreen panel at the garage fail. Since CPI did not have the replacement panel due to its age, I was told I would have to replace the main panel and all other touchscreen panels.I was also told that I only had $600 available to spend to replace the panels. That only covered the main panel and one of touchscreen panels leaving another one for me to buy.I complained to everyone that I could reach about the issue and was told there was nothing they could do about it, and they refused to connect me to a member of management to plead my case. This involve multiple phone calls hours on hold, numerous transfers between departments and being hung up on twice a two promised to return my call that never happened. At this point, Im being forced to use my only alternative which is to file a complaint with a Better Business Bureau.I honestly thought CPI was a much more customer focused company than they appear to appear to ***** in most cases, its not the amount of the money, but the principal the thing it just keeps bugging me. If nothing else they should credit me the amount of money they charge me for the third panel and write it off to customer goodwill.

  

  Business Response

  Date: 09/29/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Mr. ******** Our records indicate that this issue has been resolved and the keypads have been replaced. Please let me know if any additional assistance is needed.
  
  Kind Regards,
  ******** ********

• Initial Complaint

  Date:09/10/2025

  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.

  Good Afternoon, I was a customer from CPI from January 2024 to January 2025. I moved and contacted them via email and phone and took the steps necessary to close my account (including payment). Starting in late March, I continued to receive phone calls and attempts to autodraft funds for a closed (per the phone call I had) account. Due to a divorce, I filed for bankruptcy in May and it was discharged in August. At the start of it, I let them know during one of the many times they called me, that I had closed my account and if they were going to assign it as debt, it'd be included in my bankruptcy, and that they were not allowed to contact me regarding collecting that debt. They continued to contact me weekly, via phone, snail mail, and email- a direct violation of federal bankruptcy law. They're still trying to contact me, despite my many reminders of this.

  

  Business Response

  Date: 09/10/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ******** Our records indicate that when Ms. ******* first advised us that she was filing for bankruptcy on June 30th,we advised her that we needed supporting documents. Ms. ******* advised that her lawyer would take care of it. We reached out to Ms. ******* multiple times since then regarding this and never got a response until September 4th when she told us not to contact her. To this day, we have still not received the bankruptcy documents. We are in need of this document to satisfy this request.
  
  Kind Regards,
  ******** ********
  

• Initial Complaint

  Date:09/08/2025

  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.

  After weeks of a Problem, 4 techs have been sent out without 'root cause' identified. Between poor responses (had to resort to email as no call-backs) to not fixing.

  

  Business Response

  Date: 09/11/2025

  Dear BBB, 

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

  Customer Answer

  Date: 09/11/2025

   
  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 AT this time.  Given all the other prior problems, it may take a few days for a new problem to manifest itself.
  
  Thank you. 
  

• Initial Complaint

  Date:09/05/2025

  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 submitting this as a formal complaint regarding the installation and billing issues I have experienced with your company. Initial Installation (August 8, 2025) The ********** who arrived was not prepared to handle the camera installation. I was forced to wait the entire day for a second ********** to complete the work, causing me to lose a full day of work valued at $366.Service Call Billing I subsequently received an invoice showing only a $28.82 credit for the service call. This is inconsistent with the agreement we discussed, in which you assured me that I would not be billed for the service call and that the credit would be applied to my monthly bill.Flood Sensor Installation (September 5, 2025) Because a flood sensor was not available during the first installation, a ********** returned on September 5. At that time, I was informed that the sensor requires pairing with a water shut-off valvean additional $400 part that was never disclosed to me. The ********** informed me the sales person was misinformed on how the system worked. I was also told that yet another ********** will need to return, resulting in additional lost work time. As of now, I have lost the equivalent of $732 in work hours, plus I have been billed $60 for a service call.This situation has caused me unnecessary financial loss, repeated scheduling disruptions, and significant frustration due to the lack of clear communication and accountability. Had I known in advance that I would incur these costs and lose this amount of time, I would not have proceeded with the installation under these circumstances.I am requesting that this matter be rectified immediately, including reimbursement for my losses and correction of the improper billing. To date, I have been informed that only you have the authority to resolve these issues, and no one else has been able to provide assistance.Please treat this as a formal complaint requiring prompt resolution.

  

  Business Response

  Date: 09/18/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. **** We apologized for any inconvenience or frustration that Ms. *** has experienced. I've had the pleasure of speaking with Ms. **** We discussed her concerns and I was able to handle all billing issues.  Ms. *** had other concerns in regard to equipment and a hole that was left in her wall by our technician. Our QC team reached out to Ms. *** yesterday and was able to take care of her remaining concerns. We have a service technician scheduled tomorrow morning.  Please feel free to reach back out with any additional questions or concerns and well be happy to help. Thank you.