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

  1673 Dividend Loop Myrtle Beach, SC 29577

  
• 

  CPI Security

  531 Clemson Rd Columbia, SC 29229

  
• 

  CPI Security Systems

  38 Rosscraggon Rd Ste D Asheville, NC 28803-1165

  
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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:01/06/2023

  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.

  On 11/17 I contacted CPI Support Representative to update my EFT Draft Account. I was assured this was processed and completed correctly. I then transferred all remaining funds to my new Financial Institution. On 12/20 CPI withdrew funds from my old account that had no funds thus costing me an overdraft fee. On 12/27 I contacted CPI and was informed it was their error and they would correct it by crediting the bank overdraft to my CPI Account. On 12/30 they took out another charge to my old FI. Thus resulting in another overdraft fee. I contact CPI and was told they will have a member of ****************** call me. Its now 1/6 and I have yet to get that call. I have tried calling numerous times and the automated system voices incorrect information. I was told I would get a call back within 3 minutes. That was 6 hours ago. I tried calling again, was told 53 minutes. They are failing to call their customers on their error. I have now a past due balance with them with Late Fees and owe my bank 64$ in fees.

  

  Business Response

  Date: 01/09/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ******************. We apologize for any inconveniences ****************** experienced. Our records indicate that we spoke with ****************** on January 6th and received proof of the overdraft fees. We are waiving the $20 payment return fee on our end and also crediting the account for the $64.00 overdraft fees. Mr. ******** billing information has also been updated.  We feel this satisfies this complaint. Please let us know if you have any questions or concerns.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 01/14/2023

   
  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:01/06/2023

  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.

  A CPI Security Representative (*****) came to my door asking me if I wanted to sign up for security through CPI since the previous owner had left the security equipment. I told ***** that I wanted to shop around to find a security system with the best price. ***** told me that I could sign up for a month-to-month security plan so that when I had the time I could shop around and cancel CPI whenever I wanted. With that being said, I did shop around and found a cheaper security option and called CPI customer service to cancel. The customer service representative said that ***** signed me up for a 39-month contract. I immediately called ***** and he remembered our conversation, and said that it was a mistake on their end and that he'd get his manager on it. I have reached out to both ***** and his manager (****) since then, but no one will call me back to fix my contract.

  

  Business Response

  Date: 01/10/2023

  Dear BBB,
  Thank you for your assistance in forwarding the complaint submitted by Ms. ********** We apologize for any frustrations or inconvenience ******************** has experienced. On Monday,January 9th ******************** spoke with CPI Securitys Sales manager and was able to retain ******************** as customer with a new agreement for 12 months at $24.99 monthly. We believe we have acted in an amicable fashion to resolve this complaint. Please feel free to reach out to me directly should you have any questions or concerns.
  
  Kind regards,
  Kiara 

• Initial Complaint

  Date:11/28/2022

  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 cancelled my service with CPI security in August, 2022, however, they continue to debit my account for billing. Have spoke to them twice to correct to no avail. I am paying for an account that I do not have!

  

  Business Response

  Date: 11/29/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding  the complaint submitted by **************. We apologize for any frustrations ************ experienced during the process of terminating his services. Our records indicate that we spoke with ************** on the morning of November 26th and advise that there was no cancel letter signed. ************** electronically signed it while on the phone with the representative and the account was terminated. We advised ************** that he will receive a refund. We feel this satisfies this complaint. Please let me know if you have any questions or concerns.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:11/22/2022

  Type:Billing 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 cancelled CPI in July 2022 because we moved and paid for services that never worked for us (the app and door lock when we requested help, they wanted us to pay them to fix THEIR equipment). I never received a bill when I cancelled. I recently got an email with a late fee attached. I then reached out to CPI asking them to remove the late fees, as I never received payment information or an actual bill with payment instructions before they charged me those fees. I never received a call or email back. Then I find out I was referred to collections, with NO warning and never a paper bill. I discovered today that the rep who recorded my address on the phone did so incorrectly, and then they had another address on the email that was also incorrect. I still have never received a bill in the mail. I have a great credit score and have never missed a payment to CPI over the 3 years I was using them for security. This is completely unacceptable and I would like a partial refund in addition to the late fees being removed. At this time, I am in a large community and will NOT be recommending CPI or signing up again due to these horrible business practices. Unless, of course, they make this right. I have attached a copy of my email bill that has my incorrect address on it as well as late fees that I requested be removed due to me not receiving a proper bill in the mail. I dont even check this email very often and that is a terrible way to send any correspondence that involves a debt. They had my phone number and couldnt call me even when I emailed them twice. I am utterly disgusted.

  

  Business Response

  Date: 11/22/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding  the complaint submitted by ************. We apologize for any frustrations ************ experienced. We have thoroughly reviewed Ms. ***** account in its entirety and have determined the following: On July 22, 2022,************ reached out to us to advise us that she was moving in with family and needed to cancel the service. We advised her of the remaining time on the agreement and the early termination fee. ************ signed the cancel letter and the account was terminated in its entirety. The early termination fee was billed to the account. We have sent out multiple bills electronically to remind of this balance. As of November 1st, the balance had not been paid.Therefore, we sent the balance to the collections agency. The late fees totaling $22.60 have been waived. ************ will need to contact the collection agency to pay the balance.
  
  For clarification, there were no ongoing issues with the system that we were made aware of. We only had 2 technicians come to Ms. ***** home since her original installation in 2018. One was in 2018 for a front door low battery and to look at the doorlock. The other appointment was in 2019 to add an additional sensor on the door.  Please let me know if you have any questions or concerns.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 11/23/2022

   
  I am rejecting this response because:
  I never received a paper bill. My address was incorrect, and I even filled out a form online requesting assistance regarding this. I never heard back. The agency is charging a fee in addition to for final balance and that is not something that should be passed on to me since I never got a bill. I was ready and willing to pay the cancellation fee, but I needed a way to pay it as I was not going to give credit card info over the phone. Also - there were ongoing issues with our sensors but when we were told we had to pay to fix something that wasnt our fault, we just didnt use them anymore but had to continue paying for equipment that didnt work. I agree to pay the actual invoice minus any late fees or agency added fees. I have been told that its illegal for them to increase that balance. This is not a way for me to get out of paying for the cancellation, but the way I am being treated as a consumer who paid on time for 3 years is unacceptable. I have a family and my husband lost his job and I only want to pay my original cancellation fee. For a large company, this should not be an unreasonable request.

• Initial Complaint

  Date:10/03/2022

  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.

  My husband and I are elderly, 91 and 88. All we wanted was a security system, not a monthly monitoring system which is what we ended up with. The rep said they had a special for 3 years, but I never understood it was a contract. I never signed a contract. Now they tell me it was docusign, which I have no idea what that is. I never received a contract. I, in no way understood it was for the monitoring. I paid them up front for the equipment ($850) and have paid $49.99 per month since. I originally tried to cancel this order 7 days after the agreement and was told it was too late. At this point, my husband and i can not afford the $49.99 per month for something we do not use. I called to cancel. After spending 40 minutes on hold, the cancellation department said they would take care of the cancellation but that we would still be responsible for the remainder of the contract, which is approx $1550. I feel this is a scam and this company preys on elderly people. I do not intend to pay this bill. I will be contacting my local senior services center and my local VA ****** to find out what my options are for being abused and preyed on.

  

  Business Response

  Date: 10/04/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by *********************. We apologize for any frustrations or inconvenience ******************** has experienced. We have reviewed the account history associated with Mrs.********* monitoring services and determined the following:  November 9th, 2021, ********************* executed a 39-month agreement for monitoring services with CPI Security. Mrs. ********* initials are notated on the contractual agreement right beside the length of the contractual terms which confirms she was in agreeance to these terms.  Mrs.********* ********************** system was installed on 11/9/2021. Post installation, ******************** contacted CPI Security on 11/15/2021 advising that she wanted to cancel due to issues with her cameras and that she did not agree to a monitoring agreement. Customer for life Team lead pulled the call between the customer and representative. The representative did make ********************* aware of the monitoring agreement terms and agreed on an installation date. ********************* has contacted CPI numerous times speaking with leadership and has been advised that she is responsible for the remaining default. ********************* received a cancellation letter on 9/30/2022 and signed the cancel letter in agreeance of the default.  To satisfy the account, ********************* would be responsible for paying the remaining default charges.  Please reach out to me directly with any further questions or concerns.
  
  Thank you,
  Kiara 

• Initial Complaint

  Date:09/28/2022

  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.

  I have had CPI Security for several years. The contract is in m name only. When my husband and I separated I rented a duplex at *********************************************************. I called them several mos. ago to let them know I was moving and that I couldnt have CPI at my current address. I asked them to cancel the services. They cancelled the services, but the are claiming that I had a 5 yr contract and that I was still responsible for the balance of $587.55 and that they could not cancel the contract. I was told that the payment was late and it had been turned over to a collection agency (RMTI). I called them several months ago and my payment wasnt late.I think it is totally unreasonable for them to expect me to pay the balance of the contract when I have been told by the management where I currently reside that I cant use CPI. I want them to cancel the contract and correct the credit report. The account # is ******* and my previous address was ********************************************************************

  

  Business Response

  Date: 09/28/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ********************. We apologize for any inconvenience ******************** has experienced. We have completed a thorough review of the account history associated with ******************** and have determined the following: August 2018, ******************** executed a 60 month agreement for equipment and monitoring services with CPI.In addition to the 60 month agreement, ******************** 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 coterminous. The equipment came to a total of $800.36. On April 2022, Ms. *********** quired about cancelling her account. We advised that as outlined in the contractual agreement, an early termination fee & the remaining equipment balance would be necessary to successfully close the account. ******************** requested a copy of her contractual agreement.
  
  In July 2022, ******************** reached out to us and advised that she was moving and will not need the security system in her new home. She was advised again of the early termination fees. We also advised that if the new homeowners took over the remaining monitoring term, she would only be responsible for equipment. She advised that the new homeowners did not want to take over the remaining terms and that she would contact the Better Business Bureau if we did not make an exception. As outlined in the contractual agreement, the early termination fee and remaining equipment cost is warranted since the contract was terminated prior to the agreed upon terms being fulfilled.
  
  The amount due to successfully close this account is $587.55.This balance was posted to Ms. ********* account in August 25th.The balance has been successfully retracted from the collection agency. ******************* can reach out to us directly to process this payment. Please let us know if you have any further questions.
  
  Kind Regards,
  *********************************
  

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18137879
  
  I am rejecting this response because: They are claiming the equipment is the issue but the never mentioned this in the past. I can arrange for them to get their equipment. I was told the following:

  1. If I could verify that I no longer reside at ************************************************************** 28314.

  2. The individual currently residing at *****************************. Does not wish to take over the contract.

  3. That according to the manager where I now reside I cant have CPI Security.

  I was told under the above circumstances they would cancel the contract.

   

  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 09/29/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by ********************. We are willing to waive the early termination fee as long as the remaining equipment balance of $149.64 is paid. We do not come out to collect equipment. We feel this is a feasible solution for ******************** and CPI Security. Feel free to let me know if you have any questions.
  
  Kind Regards,
  *********************************