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.

  5150 McCrimmon Pkwy Ste 401 Morrisville, NC 27560

  
• 

  CPI Security Systems

  1673 Dividend Loop Myrtle Beach, SC 29577

  
• 

  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:11/13/2025

  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 reached out for security service on a home I'm renting. Home owner had cameras up and a CPI sticker on the window called to have them activated. When tech arrived found out cameras belong to another company. I had already paid for the 1st month of *****. on October *******. Was told I would receive a refund and the company been telling me everyday I call it's being processed and I have yet to receive it in my account it's been 28 days . This doesn't take that long to refund a digital payment.I want my money. I just disputed it with my bank yesterday. 11/12/2025

  

  Business Response

  Date: 11/13/2025

  Dear BBB,
  
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ********* Our records indicate that the refund was issued on November 10th. If Ms. ******** does not see this $39.99 refund reflect her credit card; she will need to contact her bank. We apologize for any inconveniences this may have caused Ms. ********* 
  
  
  Kind Regards,
  ******** ********
  

• Initial Complaint

  Date:11/09/2025

  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.

  Disputing equipment charges was told when I canceled if new owners took over service I would not owe anything I verified that they did and a year later I get a bill from a collection service no other attempts were made

  

  Business Response

  Date: 11/11/2025

  Thank you for your assistance in forwarding the correspondence submitted by ****** ********. We apologized for any inconvenience or frustration that Mr. ******** has experienced. Customer cancelled in December 2024 in which he was told by our representative that he wouldn't owe anything on the account if the new home owner took over. I had our QA team locate and pull the interaction between Mr. ******** and our representative. During the call our representative did state if the new owners didn't take over he would be responsible for a higher amount. Our representative also mentioned he will be responsible for the monitoring and the equipment plan. The new owners did end up taking over the system 11 months later  after Mr. ******** cancelled. There's 11 months that Mr. ******** is responsible for because the new owners didn't take over immediately after he cancelled.  Please feel free to reach back out with any questions or concerns and Ill be more than happy to help. 

  Customer Answer

  Date: 11/11/2025

   
  I am rejecting this response because:
  The Turners took over service a couple months after the purchase not 11 months which would be now. I should have received a bill if I owed you money not a letter from a collection agency almost a year later. I would send a bill if someone owed me money. This is a sorry way to do business and treat customers who may move back in your service area in the future. I would have brought the equipment with me if I knew I had to buy it. 

  

  Business Response

  Date: 11/14/2025

  Thank you for your assistance in forwarding the correspondence submitted by ****** ********. We apologized for any inconvenience or frustration that Mr. ******** has experienced. After speaking with our Customer's for Life team, (cancellations team). The monthly ******************* was paying was towards the "monitoring" and his "smart pay". When a new homeowner takes over the system, the monitoring side of the bill is waived and the previous homeowner is no longer responsible for that portion of the billing. The smart pay portion is still the responsibility of the previous owner. I reached out to our accounting team and we we're able to pull the interaction the customer had with the Customers for Life representative. The representative did mention during the call if there's a balance remaining Mr. ******* will be responsible for it.  Please feel free to reach back out with any questions or concerns and Ill be more than happy to help.

  Customer Answer

  Date: 11/14/2025

   
  I am rejecting this response because: with every interaction with your company I get a different response. I have been told several different reasons why you say I owe from monitoring to equipment now this version but no has answered as to why I never received a bill in 11 months only a collection letter You are being paid by the new owner making money on what you say in one version I owe you for. 
  
  

  

  Business Response

  Date: 11/20/2025

  Thank you for your assistance in forwarding the correspondence submitted by ****** ********. We apologized for any inconvenience or frustration that Mr. ******** has experienced.  I have the revenue and recovery team looking into if a statement was mailed out. That being said, as I mentioned in the previous response, the smart pay portion is still the responsibility of the previous owner in which this was verbalized to Mr. ******** over the phone. Please feel free to reach back out with any questions or concerns and Ill be more than happy to help.

• Initial Complaint

  Date:11/07/2025

  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.

  My daughter referred me to her security company, CPI Security, on their app because she had referred my granddaughter to them, not on their app, * they had refused to give either my granddaughter, ******* ******, nor my daughter, ***** *****, their credit for the referral, $100 off for each of them with a referral. She referred me the last week in July of 2025. A few days later, a salesman, ***** ******** called me about the system * set up a proposal for my system which included $100 credit for myself * for my daughter, ***** *****. He sent me an email with the proposal * the referral credit on it on July 29, 2025. I will attach these emails. The system was set up on JUly *******. I was told I would not receive the $100 credit until after the first month which was August 2025; but when I received my September checking statement , *** had taken out the payment of $49.99. So on 10/24/2025, I called to find out why they did not give me the 1st month's credit. as I had been told. I first spoke with ****** who told me they would have to investigate to make sure I qualified for the referral bonus . She said it would be a few days before they would know if I qualified for the bonus. I asked to speak with her supervisor, a manager named **** who basically told me the same thing. She sent me back to ****** for another ************** told me I did qualify for the bonus, but I would not receive credit til ******************** ****** was supposed to call me back the at Monday * let me know what their investigation showed. She didn't call me, so I called the company again in Charlotte * talked with Keeshon on 10/28/2025. He told me I did not qualify for the bonus because I did not enter my referral on the app. I asked how could I use an app I did not have. I also talked with Nigel * a supervisor, name ****** who was rude to me * said that ***** in the company could do anything differently to help me.

  

  Business Response

  Date: 11/14/2025

  Thank you for your assistance in forwarding the correspondence submitted by ****** ******* We apologized for any inconvenience or frustration that Ms. ****** has experienced. I also apologize for the confusion and lack of follow up on our end, along with the mislead information that was provided to Ms. ******* ******, one of our team members spoke with Ms. ****** and added 1 month credit on the account in the amount of $49.99. After conducting my own research on how this situation was handled, I added a 2-month temporary rate reduction of $9.99. This means, the next two months instead of paying her normal monthly rate of $49.99, she'll only be paying $9.99. This is an additional $80 is savings. I hope this helps Ms. ****** in the situation she experienced. Please feel free to reach back out with any questions or concerns and Ill be more than happy to help.

• Initial Complaint

  Date:11/04/2025

  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.

  Paid and have been paying for a home security system from *** in *********. Have had the system for a couple months and it has yet to function correctly. Have been paying for 30 days of recording and cannot even access 3 days ago. Called customer service multiple times and have been met with aggressive, hostile staff that are unwilling to assist and have been caught in multiple lies and attempts to distort and deflect. I told them multiple times that I want the system and equipment removed from my home and the refuse to comply. Have left ****** reviews and get an automated msg to contact them privately which I have done with zero results or accountability. The continue to lie and deflect. This is unacceptable on every level and ownership needs to be held accountable. I have been beyond patient, but this is insanity. What kind of security system is this? I would be better off digging a **** moat around my house... please help....

  

  Business Response

  Date: 11/10/2025

  Dear BBB, 

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

• Initial Complaint

  Date:11/04/2025

  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.

  I have been a customer with this company since April 2024. Since then I had my payments drafted out of my former check account. I had explained my situation multiple times to the customer service **** about the old checking account has been closed since April 2025 due to identity theft which i have a new checking account. The company **** have been mandating me to provide my personal information via phone only such payment info. They are telling me that there's no other way for me to make payment. I don't trust anyone especially when they mandating which sounds very sketchy and no other options. I have been contacted by someone supposedly from your company via text mandating money and my info. Then they proceeded to tell me that the service is canceled but want payment. I'm not sure what is going or whom I'm talking to but I want to speak only to a legit cpi top manager to discuss payment for my service and they can provide me with a payment link to submit payment to settlemy debt. At this time I only want *** manager to contact to discuss payment matter, service and options.

  

  Business Response

  Date: 11/10/2025

  Dear BBB, 

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

  Customer Answer

  Date: 11/10/2025

   
  I am rejecting this response because:
  The company has refused to comply with my offer to settle the debt before sending the account to collections with OTHER PAYMENT OPTIONS.  I Have advised the company numerous of times that I refuse to provide my personal information via phone.  That's unacceptable business practice to mandate consumer to only pay via phone. The company have other ways of payment but yet though failed to provide me with the other payment options per my request.  I will contact Attorney General on this company mandating me to provide my personal information via phone for payment.  I had identity theft and I refuse to give my personal information.  

  

  Business Response

  Date: 11/17/2025

  See Attachments 

• Initial Complaint

  Date:11/02/2025

  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.

  On 11/2/25, at approx 11:00 AM, the smoke alarm on the first floor went off while I was replacing its batteries. A few days earlier, the alarm had begun to beep intermittently, so I removed the three lithium batteries to stop the noise and ordered replacements. When I installed thet new batteries, the alarm triggered a fire alert. A *** representative named ***** (ID #***** from Central Monitoring spoke to me through the *** house speaker. I immediately explained there was no fire and that I was only changing the batteries. ***** confirmed he had canceled the *************** dispatch and said he would call me on my cell phone, which he did from **************. During our call, ***** told me everything was fine and up and running, but I pointed out that the smoke alarm unit was still on my dining room table with the batteries removed. He seemed surprised and was unable to explain how the system could appear normal, then transferred me to ***************** After a wait, Aura from **************** answered. She had no ID to provide. The conversation did not go well she was dismissive and unhelpful. When I asked to speak to a supervisor, she demanded my name and address before transferring the call. I provided the information and explained that I felt she was treating me poorly. Aura said a supervisor would call me back. The system reported everything fine even though the smoke detector was disconnected, which raises questions about system reliability and monitoring accuracy. **************** provided poor communication and no explanation or resolution. Additionally, I noticed that the smoke alarm unit itself is labeled REPLACE IN/REMPLACER EN: 2026. Why has *** not notified me about this required replacement? When does *** plan to replace my smoke alarms? I also have other ***-installed equipment will those devices need replacement soon as well, and how will I be notified in advance?

  

  Business Response

  Date: 11/06/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the 2nd complaint over from Ms. ******* I have attempted to reach out to Ms. ****** twice via phone to address her concerns. However, a technician came out to her home today, November 5th , to replace the smoke detector. Her smoke detector started showing a trouble on October 27th. We attempted to reach out to her to advise of the smoke detector trouble and the system should automatically notify her and send over an email as well to advise. The technician that was out 11/05 to resolve all of her issues and swapped out 3 smoke detectors. We feel this satisfies this complaint. 
  
  Kind Regards,
  ******** Thompson 

  Customer Answer

  Date: 11/07/2025

   
  I am rejecting this response because:

  Dear BBB,

  Thank you for forwarding CPI Securitys response. Unfortunately, the statement submitted by Ms. ******** Thompson does not accurately reflect the facts of this incident.

  1. Initial Event (November 2, 2025)  The smoke alarm on my first floor went off while I was changing its batteries. I immediately spoke with ***** (ID #***** from Central Monitoring through the *** system. He confirmed that he canceled the fire dispatch and that everything was fine and up and running, even though the smoke detector was still sitting on my dining room table with its batteries removed. This raised serious concerns about the accuracy of ***s monitoring and reporting ************
  2. dismissive and unhelpful. I asked to speak to a supervisor and was told one would call me **********
  3. Follow-Up and Resolution  After filing this BBB complaint, I later spoke with ****, a *** supervisor, who was professional and apologetic. He acknowledged the poor service and offered to send a technician to replace the expired/expiring smoke detectors and update the batteries, which I accepted. The technician visited on November 5, 2025 and replaced several ***********
  4. Inaccuracies in ***s Response 
  • Ms. ********* statement suggests *** had already been trying to contact me about a smoke detector trouble on October 27th; I never received any call, text, or email from *** prior to the alarm event on November 2nd.
  • She also implies the issue had already been addressed before I filed the complaint. That is incorrect  *** only took corrective action after my BBB filing and after speaking with Supervisor **************************
  • Finally, Ms. ********* response fails to acknowledge the monitoring error (the system reporting all clear when a detector was physically disconnected) or the unprofessional conduct by Customer Service, both of which were the main points of my ***************

  While I appreciate the eventual resolution by **** and the technician who visited on November 5th, ***s written response misrepresents the sequence of events and minimizes the concerns I raised about system reliability and customer service.

  I ask that the ******************** record reflect these clarifications so that my complaint accurately documents what occurred.

  Respectfully,
  ****** Sorella ******
  

  
  

  

  Business Response

  Date: 11/07/2025

  Dear BBB,

  
  I have reviewed Ms. ******* account in its entirety. We begin receiving battery trouble from Ms. ******* smoke detector on 10/27 at 10:57 pm. We did not call that night because it was too late but called daily from 10/28-10/31 to advise of the low batter. In each of our attempts, we were unable to reach her.  On 11/02, we received a smoke alarm. This was a result of Ms. ****** resetting her smoke detector by changing the batteries. Our central station advised that all was clear. Meaning, it was confirmed there is no fire in the home, and the fire department does not have to be dispatched. For clarification, when our smoke detectors reach their end of life, the detectors will produce a chirp to make the customer aware. ********* has spoken with leadership and expressed her concerns regarding her customer service experience. Please consider this complaint handled.
  
  Kind Regards,
  ******** ********

• Initial Complaint

  Date:11/02/2025

  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.

  This company continues to draft my account without a valid contract. I have not physically signed or agreed to any service from this company since 2013/2014. I have contacted them through email and chat advising this yet they keep using predatory methods to harass and charge fees. Once I noticed random draft amounts from my personal account I immediately stopped payment. They cannot advise what service is being rendered because I have no idea what they are actually servicing at my residence plus I have the right to select any security service. This company was advised of this 5/14, 5/15, 9/24, 10/6 and 10/24 but ignore the emails and messages sent

  

  Business Response

  Date: 11/06/2025

  Dear BBB, 

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

• Initial Complaint

  Date:10/30/2025

  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.

  Cancelled service in December 2024 because of moving to ****************** did not have service where we moved to. Was told when cancellation was scheduled that if new owners took over service I would not owe anything I followed up on that and the new owners did sign up with CPI. 11 months later I get a letter from a collection agency saying I owe CPI $380+ I never received anything prior to this and *** had my new address. After 5 phone calls and multiple promises to figure this out and call me back it never happened. The last call I made I was told I owed for equipment that *** is still using with the new owners and profiting from them. This is sorry customer service and a terrible way to treat former and potentially future customers

  

  Business Response

  Date: 11/05/2025

  Thank you for your assistance in forwarding the correspondence submitted by ****** ********. We apologized for any inconvenience or frustration that Mr. ******** has experienced. Customer cancelled in December 2024 in which he was told by our representative that he wouldn't owe anything on the account if the new home owner took over. I had our QA team locate and pull the interaction between Mr. ******** and our representative. During the call our representative did state if the new owners didn't take over he would be responsible for a higher amount. Our representative also mentioned he will be responsible for the monitoring and the equipment plan. The new owners did end up taking over the system 11 months later  after Mr. ******** cancelled. There's 11 months that Mr. ******** is responsible for because the new owners didn't take over immediately after he cancelled.  Please feel free to reach back out with any questions or concerns and Ill be more than happy to help. 

• Initial Complaint

  Date:10/25/2025

  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.

  Subject: Auto Payment Failure and Lack of Explanation Complaint:I have had an automatic payment set up with CPI for several years. On 10/10/2025, my auto payment did not process. I contacted *** twice to understand why this occurred. Most recently, I spoke with a representative named Youssou on 10/25/25 at ************.During the call, I was told only that payment was not attempted, and no further explanation was provided. When I asked why it was not attempted, the representative stated, I do not know why and that he would email the billing department and let me know when they responded.This is my second attempt to resolve this issue, and *** has refused to provide a clear explanation. They are willing to provide an email and a statement showing the payment did not process, but not the reason behind the failure.

  

  Business Response

  Date: 10/27/2025

  Dear BBB,
  
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ******* We have reviewed Ms. ******** account in its entirety. We sent over the scheduled automatic draft to ***************** on 10/10. The transaction came back as declined. It did not give us a reason besides the fact that it declined. Our records indicate that Ms. ****** has since made a payment through the *** app and as a result, the balance on the account is zero. We apologize for any frustration Ms. ****** has experienced. 
  
  
  Kind Regards,
  ******** ********
  

  Customer Answer

  Date: 11/01/2025

  What are the last four numbers on the credit card the payment was processed on? I want to know which bank refused to make the payment.
  
  

  

  Business Response

  Date: 11/05/2025

  Dear BBB,

  The last 4 of the credit card number is 9311.

  Kind Regards, ******** ********

  Customer Answer

  Date: 11/06/2025

  Dear BBB,

  Can we please keep the case open so I can ask the bank to confirm they refused CPI's payment?

  I will call in the following formal inquiry to my credit card issuer to request clarification as to why the automatic payment did not continue:

  Chase ***************** I request clarification regarding an issue with my automatic payments following the replacement of my credit card due to it being lost or stolen. My previous card ending in ******************************************* xxxx. It was my understanding that recurring or automatic payments would continue seamlessly through the card replacement process. However, one of my merchants CPI informed me that my automatic payment did not go through after the replacement. To my knowledge CPI is the only merchant that auto payment was refused.

  Thank you for your help,

  ****** Sorella ******

   

  
  

  

  Business Response

  Date: 11/07/2025

  Dear BBB,

  Ms. ******** account reflects a zero dollar balance. We sent the draft over to her bank and it came back declined. Ms. ****** has since made the payment and that has cleared. There is nothing further that is required or needed.

  Kind Regards,

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

• Initial Complaint

  Date:10/17/2025

  Type:Order 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 for technical support to send a tech out because none of the cameras outside, including doorbell, are not working after a power and internet outage. They said l had to pay a ***** service fee. I will not pay this. As much as l pay these people every month simple tech issues should be included. Now l have no security around my house. I will NOT be renewing my contract with *** and l will not be recommending them to anyone.

  

  Business Response

  Date: 10/22/2025

  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 discussed his concerns. One of our technical support representatives by the name of ****** was able to assist Mr. ******* and he successfully got all of the cameras back online. Everything has been resolved and Mr. ******* is pleased with the representative who assisted him.   Please feel free to reach back out with any questions or concerns and Ill be more than happy to help. 

  Customer Answer

  Date: 10/22/2025

   
  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.