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

  2456 Remount Rd STE 307 North Charleston, SC 29406

  
• 

  CPI Security Systems, Inc

  7003 Pelham Rd Ste A/B Greenville, SC 29615

  
• 

  CPI Security Systems

  1673 Dividend Loop Myrtle Beach, SC 29577

  

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:01/17/2024

  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.

  This company stated that I own money. I requested the account information twice in writing and 3 times over the phone. I have left messages for **** and other reps with no response. This company emailed account information that cant be opened in the email nor can I obtain account information in the app. As of today, I have not received the requested information.

  

  Business Response

  Date: 01/17/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ***************************. I have emailed *************************** a copy of the most recent invoice that reflects the past due balance of $162.50. The last payment we received from **************** ***** was on August 7, 2023 for $92.56. I will also attach the most recent invoice to this complaint. Please let me know if you need anything further.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 01/19/2024

  
  I am rejecting this response because:  I do not believe this is correct.  I have requested 6 times for the company to provide monthly billing and payment information from inception until to date.  The requests were sent twice via email, 3 times via phone calls and now via BBB.  We are unable to view this information on via the app or website.  Also, the company stated we owe $44 per month via email now they are stating we own a higher amount.  I also requested the contract.  As of today, we have not received the requested information.  
  
  

  

  Business Response

  Date: 01/22/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by ***************************. I attached the statement listing the charges to the last response. The statements are not available via the app or website. As requested, I will attach a copy of her contractual agreement and the payment history to this response. ***************************** monitoring rate is $44.99 monthly and she pays $17.04 monthly for equipment. This brings the total amount we bill monthly $62.03.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 02/05/2024

  I am rejecting this response because:
  

  I had an opportunity to review the account ledger which is incorrect. Unfortunately, your organization closed the case before I could respond. 
  
  I paid $92.56 per month.  According to the contract, the payment is $62.03 per month. The overpayment was $183.18  which covered September 2023 ($62.03) and October 2023 ($62.03).  The remaining credited amount applied to November 2023 should have been $59.12 which means to account ledger is incorrect.  It shows a $33.44.  Where is the $25.68 (59.12-33.44)? 
  
  As of Friday, CPI locked our online account. 

  

  Business Response

  Date: 02/05/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by ***************************. The account summary that I included in the previous response is correct. We have only been billing *************************** for $62.03 monthly.However, she was sending payments by check for $92.56. The additional amount was used as a credit towards future bills. As previously advised, the last payment we received from *************************** was August 7th in the amount $92.56.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 02/06/2024

   
  I am rejecting this response because the payments are not applied correctly.  The original contract stated $92.56.  We received the attached invoice the following month in March 2023 that confirms the monthly payment (See CPI Invoice 92). We did not have a contract for $62.03 until BBB provide it. 

  According to the contract, the payment is $62.03 per month. The overpayment was $183.18  which covered September 2023 ($62.03) and October 2023 ($62.03).  The remaining credited amount applied to November 2023 should have been $59.12. It shows a $33.44 balance which should be $2.91.  Where is the $25.68 (59.12-33.44)?  

  I was able to see the overpaid funds in the app but I did could not view the invoices.  I spoke with a **************** rep who stated the monthly payment is $44.00 per month  Based on this information, we unsuccessfully requested the revised contract several times.  The rep also stated that the overpaid funds could not be applied unless I stopped mailing the payments.  Once all overpaid funds are applied, I would be notifed with a new statement.  CPI app feature does not work to allow viewing of invoices.  I could proove that but on Friday, February 2,2024,  CPI block our access to the app which locked us out of our garage at 12:30 am as we returned from a funeral.  We are unable to secure our property as we can no longer view the cameras or lock the garage or doors while we are away from our home. 

   

  
  

  

  Business Response

  Date: 02/06/2024

  Dear BBB,
  
  Thank you for your assistance in providing the additional feedback for ***************************. The ledger that was sent shows everything that was charged to ***************************** account and all of the payments that we received from her. This is a correct ledger. The *** application does not show invoices or billing details. It only shows if there is a past due balance on the account. Billing placed the application on lockout due to a more than 60 days past due balance. Once the account is caught up, the lockout will be lifted.
  
  Kind Regards,
  ******************************;

• Initial Complaint

  Date:01/16/2024

  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.

  Customer of CPI for 8 years:* 10/19/23 I emailed CPI to discontinue my service CPI responded by email asking why I was cancelling. I replied I didn't need service any longer * 10/20/23 CPI emailed again, offering discounted price in lieu of cancelling service I again replied to please cancel service * 10/20/23 CPI performed an ACH from checking account I am not asking for refund for this month since it was the day after requesting cancellation * 11/20/23 CPI performed an ACH from checking account (30+ days after requesting cancellation)* 12/10/23 Emailed CPI requesting to cancel service and refund 11/20/23 charges To date, no response from CPI * 12/20/23 CPI performed an ACH from checking account (60+ days after requesting cancellation)* 12/26/23 I called CPI, spoke with *****, she informed me a cancellation form needed completed. I questioned why this was not brought to my attention prior? I forwarded previous correspondence to her, requesting cancellation and refund of charges. To date, no response from CPI * 01/03/24 I emailed ***** to confirm she received my emails and request for reimbursement To date, no response from CPI * 01/06/24 I called CPI, spoke with *******. She confirmed service was cancelled. I requested an email for confirmation and reimbursement for charges after request to disconnect. She indicated she would email request to her supervisor and *****. To date, no response from CPI

  

  Business Response

  Date: 01/18/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by ******************. We apologize for any inconvenience or frustrations that ****************** has experienced. I have reviewed the account and we have successfully closed ********************** account. Also, after further review, our cancellation policy requires anyone requesting to terminate services, they will need to speak with a live agent. For security purposes, we cannot cancel an account via email, chat, or text. ****************** spoke with a live agent in December 2023, which the proper steps were taken over the phone to cancel the account. We have determined that only a refund for the month of December will be issued. Please let me know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 01/21/2024

   
  I am rejecting this response because: I was a customer for eight years. I feel that if an email cannot be accepted as a form of cancellation, a CPI rep should have brought that to my attention, in addition to asking why I was cancelling or offering me a discounted rate to continue service as they did with my first two email requests.

  CPI had two more opportunities to alert me of this requirement but elected to ignore and not reply to additional emails and a request to be notified by a live agent.

  I appreciate being credited for the month of December, however, I do not agree with being charged for the month of November as well.

  
  

  

  Business Response

  Date: 01/26/2024

  Thank you for your assistance in forwarding the complaint submitted by ******************. We apologize for any inconvenience or frustrations ****************** has experienced. I have reviewed ****************** account in its entirety along with our upper management team. It has been determined that no further action or compensation will be given at this time. We apologize if this is not the resolution that ****************** desires. Please let us know if you have any questions. 

• Initial Complaint

  Date:01/12/2024

  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 was a customer of CPI for 15 years and never had any problems with them until now. On 08/31/2023, I called CPI's cancelation **** to cancel *******. I was told that I needed to send an official letter via text to CPI. While I was still on the phone with the cancelation ****, they sent me a text requesting a written letter to cancel ******* and to "take a picture and reply to this text." I did that and also received a confirmation that my cancelation letter was received. I was also told that I had to still pay for *** ******* as CPI needs a 30-day notice of cancelation. No problem! I paid for ***-2023 as well. Come 09/26/2023, I received a bill for Oct *******. I texted CPI on 10/01/2023, to notify them that I canceled *******, thinking that the invoice was a mistake. Since I did not hear back from CPI, I called their billing **** on 10/19/2023 to ask them to stop sending me invoices. They stated that they have to receive cancelation verification from the cancelation ****, thus I was transferred to them. While talking with the cancelation ****, it was verified that they did receive my cancelation letter on 08/31/2023, that they would take care of verification with the billing department, and that my bill would be "zeroed out." However, I am still receiving invoices from CPI. They have now racked up charges for Oct-Dec-2023. This week, I sent them all this information 4 ways: (1) CPI's online contact, (2-3) two different emails, and (4) snail mail. Yet, I have not heard back from them. Over 15 years, I have spent over $8,000 with them. My ******* was paid automatically each month, and my account is paid in full through ***-2023. For them to disregard my requests is just plain wrong! For them to continually bill me is wrong! I refuse to continue my efforts in calling to resolve this issue, especially since I'm only bounced around and having to hold for so long. I want my account canceled and zeroed out immediately with proof.

  

  Business Response

  Date: 01/19/2024

  Good morning,

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

• Initial Complaint

  Date:01/11/2024

  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.

  CPI installed a security system with a camera at my residence in 2015. After a second camera was installed at my request in September 2023, I experienced wifi problems, and contacted CPI. The technician that came out checked my internet upload speed and stated that not even one camera should have been installed because the upload speed wouldn't support it. He also checked my account and said there was no record of an upload speed test ever being done by CPI. He stated that this is the first thing a technician should check before installing a camera, and that I should be eligible for a refund of all camera and monitoring fees. Both cameras were removed from my home by CPI. I have been paying CPI for camera monitoring since 2015 and am seeking a refund for camera monitoring fees only due to the fact that the cameras wouldn't have worked in the event of an emergency. The cameras themselves were free as part of a promotion. Essentially I have been charged for a service that wasn't provided through no fault of my own and unknown to me. I have spoken to CPI at least 3 times regarding this issue, and they refuse to ***** a refund for monitoring fees and only offer 1 month free service and a discounted rate for the next two months as of today's date. They are now trying to say that my internet provider reduced my service although no changes have been made other than upgrading my router after the wifi problems associated with CPI. Additionally, CPI has continued charging me for camera monitoring even after they came and removed both cameras.

  

  Business Response

  Date: 01/16/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted ****************. We apologize for any inconvenience or frustrations that **************** has experienced. Since the initiation of ***************** complaint, we have spoken with **************** and have determined a feasible solution for both **************** and CPI Security. We feel this satisfies this complaint.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:01/05/2024

  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.

  They installed an old panel when initially installed, have had blacked out panel and 2-3 times have had issues. False alarms, cant turn alarm on or off from panel, had smoke detectors go off and cant cancel or reset. Like the system and feature but **** - fix the panel. Ive been waiting, told priority, found out Im behind new installations. Come on - fix the problem since you gave me an old, outdated panel to begin with!!!

  

  Business Response

  Date: 01/08/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by **************. We apologize for any frustrations or inconveniences ************* may have experienced with her system. Our records indicate that ************** is scheduled for a technician to come to her home on January 10th to resolve the issues she is experiencing with her smoke detector. For clarification,************** was not given an old or outdated panel at installation. We look forward to resolving this matter in an amicable fashion.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 01/11/2024

   
  I am rejecting this response because:  I don't believe the system is fixes.  I choose to wait and see what happens as this is the THIRD time the panel has failed.  Each time, it is a firmware or software update.  I'm not convinced the problem is fixed.
  
  

  

  Business Response

  Date: 01/13/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by **************. Our records indicate that a technician came out to Ms. ****** home on January 10th and updated the firmware on the keypad. The notes on the account indicate that ************** was not onsite but that he met the appointed person on site and that all was well when he left.  We feel this satisfies this complaint.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:12/29/2023

  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, the homeowner, have been a paying customer of ********************** for approximately 17 months. Throughout these last 17 months the company has failed to provide any detailed monthly billing statement. Our monthly payment is $83.15 every first of the month. This total consists of several fees and installments such as equipment, and monitoring. As a paying customer I'd like to know exactly what i'm paying for, how many months are left on my agreement, and what charges are allocated for each specific fee. I should not have to figure this out manually. Established companies should provide concise and detailed monthly billing statements to their customers to reduce misunderstandings. The customer should have the proper ability to track their expenses and monitor their payments. Please provide a solution to the lack of a detailed monthly billing statement.

  

  Business Response

  Date: 01/04/2024

  Thank you for your assistance in forwarding the correspondence submitted by *****************. We apologize for any frustrations ***************** has experienced. The billing option ***************** is currently on, does not generate a monthly statement that's sent out to our automatically. If the customer chooses to call in and request an invoice, we are able to do so over the phone. CPI Security does provide other billing options that we can offer *****************. I 've called twice and sent an email to the customer. We apologize if this is not the resolution they desire.  Please feel free to reach out to us if there is anything else we can do to assist you.  

• Initial Complaint

  Date:12/29/2023

  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.

  To whom it may concern, The writer received a call several weeks ago from **************** #**** pertaining to overdue balance of $279.10 for CPI Security. During the call, I was informed they did not collect the payment for a camera. However, I was informed the doorbell camera was free with the package and already had cameras from previous vendor. **************** #**** was asked why the company waited three years later to inform me I owe a balance of $279.10? I offered to pay half of amount even though I feel the situation was not my fault but ****************#**** said, no. During the call, **************** #**** was asked on several occasions to calm down while speaking with me. He refuses, became hostile, aggressive with his tone of voice and yelling at me if I was a child. Writer asked him if I can speak with a manager on duty. He explained to me in an aggressive tone, I am the Manager and Im only one will be working on your account. I asked him, if possible, can you give me the *** name of the company? He stated to me, I am the *** and Manager. He refused to allow me to speak with a manager on duty. Writer never experiences a hostile customer service from anyone like this before in my lifetime speaking with customer service representatives. I feel he was disrespectful, rude and unprofessional. Im current customer with CPI for about five years. I feel **************** #**** may block any issues I may have with my system in the future or disconnect it. I feel threaten by him during the conversation. When you get a chance, please listen to the recording.

  

  Business Response

  Date: 01/03/2024

  Good morning, 

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

• Initial Complaint

  Date:12/22/2023

  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 requested services be terminated in 90 days which would have been September 1, 2023. On September 1st, all equipment was disconnected. I requested any equipment that should be returned to be picked up or instructions sent. I was told I had to pay for 10 more months after paying for no services rendered in the past two years. The letter of cancellation stated I would pay for nothing so I did not sign it, I requested a final bill, total balance due and a copy of any contract I signed stating I would continue to pay after termination or discontinuance. CPI continues to send statements for no services. This will cause a great hardship.

  

  Business Response

  Date: 12/28/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Mr. ***** ***************. We have did a review of the account history associated with the, and have determined the following. On September 27, 2019, Mr.*****  *************** got their CPI Security system installed at their home. ************** signed a 60 month monitoring agreement. In addition to the 60 month monitoring agreement, they decided to take advantage of our Smart Pay program. This allowed them to finance the cost of the equipment during a 60 month period. In May of 2023, they reached out to us and inquired about terminating the services. We advised them of the early termination fee and advised that a cancel letter is needed to terminate the agreement in its entirety. This is outlined in the contractual agreement  We reached out to Mr. ***** *************** on multiple occasions and still never received the cancel letter. In addition, Mr.***** *************** put a stop payment on their checking account so that they could no longer be billed for the service. For clarification, we do not come out to collect the equipment.  When we spoke to *************** on December 15th, we advised that the final bill is generated once the cancel letter is signed and also sent a copy of the contractual agreement. To this date, we still have not received the cancel letter.  This is necessary per the terms that were agreed to in the contractual agreement. There is also a past due balance of $243.71 on their account. In addition to the past due balance, the remaining time on the agreement and the remaining equipment cost is what will be billed for early termination.We apologize if this is not the resolution they desire, however, we are acting within contractual terms.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 12/29/2023

   
  The charges being billed are all AFTER the request to terminate. If I need to pay the $243.00 to be done with CPI , I am willing to do so, I have NOT been sent a signed agreement and if so I have requested it be terminated. I admit the service at the Eagle **** residence is greatly used. No services at this address have ever been executed at this address. Please terminate whatever service you feel you are providing. We do no want it now or in the future at this address. To continue to charge fee and late charges seems deceptive, considering this a hardship as it is.  Thank you very much. 
  
  

  

  Business Response

  Date: 01/02/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ***** ***************. When ************** signed the contractual agreement on September 27, 2019, he agreed to a 60 month monitoring agreement and to pay the equipment balance off in 60 months. This obligation is to be fulfilled even if they decide to terminate services before the contractual agreement is completed. As previously mentioned,  the final bill is generated once the cancel letter is signed. The past due balance, the remaining time on the agreement and the remaining equipment cost is what will be billed for early termination. I will also include a copy of the contract to this response. We apologize if this is not the resolution they desire, however, we are acting within contractual terms.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 01/02/2024

  There is no response from CPI. They continue to repeat what does not apply to this situation. Nor does it offer a solution or resolution. What is the amount that CPI is expecting to be paid? There have never been any actions by CPI on this system. However, we have paid everything that has been billed before cancellation. What is the amount CPI is expecting to collect to have no further communications. What does CPI feel is unpaid as of this date or the requested termination September 7, 2023 date? I would greatly appreciate some finalization in this. Understanding that there are people employed by CPI to go back and forth, indefinitely like this; I am not so fortunate. Thanks in advance. ***************************
  
  

  

  Business Response

  Date: 01/02/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence. As previously mentioned, the early termination fee will include the past due balance ($228.71), remaining equipment balance ($119.70) and the remaining 8 months of monitoring ($410.16). Also, a 10 day termination letter due to nonpayment was sent out to Mr. ***** *************** on  December 6th. To prevent any additional charges, fees or being sent to collections, a payment is required.
  
  Kind Regards,
  *********************************
  

• Initial Complaint

  Date:12/20/2023

  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've been a customer with CPI since April of 2018. I rented my home out to someone and they were to have my account transferred into their name. I've learned since they took over the account that I've been paying for services, along with my tenant. I spoke with someone at CPI on 12/4/2023 who advised that I would be receiving a refund of all monies that I paid at the same time as my tenants. I was assured that I would receive a check back for all monies I overpaid. I called again on 12/19/23 and was told that the check was still outstanding for approval AND that I would not have my account drafted again. ******* also said she would give me a call back, no call received. My account was drafted again for December. I called back on 12/20/23 and was told that they couldn't confirm that my account would not be drafted again and that she could not provide a time frame as to when I would be receiving a refund check. I would just like to have my refund check and all new payments to cease.

  

  Business Response

  Date: 12/26/2023

  Thank you for your assistance in forwarding the correspondence submitted by ****************. We apologize for any frustrations **************** has experienced.  I have reviewed the account, and it appears that we have successfully closed the billing to ******************** account in its entirety. We have also processed and approved the refund for **************** on December 21st. It will take **** business days for it to be received, but with the Holiday it could possibly take an extra day or two. Please feel free to reach back out should you have any additional questions or concerns.

• Initial Complaint

  Date:12/06/2023

  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.

  In fall 2021 I spoke with CPI about installing a security system at my house on Windyrush Rd. A CPI tech came to my house but after discussing equipment options and placement I decided I was not ready to have system installed. I never did have any equipment whatsoever installed in my house on ************ in *********. CPI has been billing me monthly for over 2 years (and are still billing me) for security system monitoring even though I have no equipment and never had any. I have emailed CPI *************************************** and to refund my money. After my first email, they responded and said someone would be in touch. No one ever got in touch with me and CPI has not responded to my following 11 emails.

  

  Business Response

  Date: 12/11/2023

  Thank you for your assistance in forwarding the complaint submitted by **************. We apologize for any inconvenience ************** may have experienced. After a thorough review of the account, we have determined that a refund will be issued for the time ************** hasn't had service. Also, our CFL Department will be terminating the account entirely. I attempted to call ************** to inform him of our resolution. I failed to reach him and left a voice message. Please let me know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 12/11/2023

   
  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.