Complaints

This profile includes complaints for CPI Security Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CPI Security Systems

  4300 Sandy Porter Rd Charlotte, NC 28273-3200

  
• 

  CPI Security Systems, Inc.

  7019 Albert Pick Rd Ste A Greensboro, NC 27409

  
• 

  CPI Security Systems, Inc.

  5150 McCrimmon Pkwy Ste 401 Morrisville, NC 27560

  
• 

  CPI Security Systems

  1673 Dividend Loop Myrtle Beach, SC 29577

  
• 

  CPI Security

  531 Clemson Rd Columbia, SC 29229

  

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:12/05/2023

  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.

  We started service with CPI in October of 2022. The tech did not complete the installation of our services. We were told a supervisor would contact us within 2-3 business days. 2 weeks went by and no communication so I called and another tech came out. He had no clue what to do and said a supervisor would call in 2-3 business days. I STILL havent received that call and its been over a year. *** repeatedly told them I was not satisfied with the service. August 31, 2023 I told them to cancel my service because we have still not had a complete install and the part we have only works part of the time. Within the past month, I had a $1,300 piece of equipment stolen from my driveway (directly in front of the camera). I went back through all footage and nothing is seen. I cut off auto draft with the bank so I would not be charged for a system that does not work and that I do not want. The only communication on CPIs part over the duration of the service has been you owe me money. They are wanting the remaining balance of the bill for the equipment. *** asked repeatedly for them to come get their equipment since it doesnt work anyways. *** also repeated asked for a breakdown of the bill I have been paying to make sure I wasnt paying for services requested but never received. Never received this breakdown. I feel they owe me $1,300 for the equipment that was stolen on their watch, $1,000 for the faulty service and come and get their equipment. Their threat is to report to collection

  

  Business Response

  Date: 12/06/2023

  Dear BBB, 

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

  Customer Answer

  Date: 12/07/2023

   
  I am rejecting this response because this resolution doesnt solve anything except pay to a company who has failed their client. I requested a security system that works. This one has been problematic from the beginning. They were notified numerous times of the issues and nothing was ever done. They are refusing to take responsibility for items being stolen and refused to solve that issue. Their equipment has not worked properly since the incomplete installation and needs to be removed from my property. Why would anyone pay for a service they do not want? Why would anyone pay for a service that doesnt properly work? This system was installed to provide protection from others physically harming our family and it has done nothing but put us at risk with its ineffectiveness 
  
  

  

  Business Response

  Date: 12/08/2023

  Good afternoon, 

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

  Customer Answer

  Date: 12/11/2023

   
  I am rejecting this response because our contractual agreement was for a properly working security system. It has not worked properly since the beginning and has yet to be completely installed per the agreement as well. CPI broke the agreement we signed by not providing the services we agreed upon. I want the equipment picked up ASAP and the contract voided. If further actions are needed, I will have my lawyer take a look at this so reimbursement can take place in this matter that is obviously not being handled through our communication
  
  

  

  Business Response

  Date: 12/13/2023

  Good morning, 

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

• Initial Complaint

  Date:11/22/2023

  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 purchased service with CPI five years ago. I was not happy with their service and products because at times the security devices would not work. When you call about issues, you would be on hold for more then 5 minutes. They do not regular service checks on their products. I cancelled my service on 10/31. The cancellation was effective 11/1/23. The last payment I agreed to have taken out of my account was on 10/20 which would have covered me until 11/20 for the their 30 day cancelation policy requirement. I was charged another $51.27 on 11/20 when my security devices were discontinued on 11/9.

  

  Business Response

  Date: 11/22/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by **********************. We apologize for any inconvenience or frustrations ********************** has experienced. As ********************** has stated, we do require a 30 day notice for cancellations. ********************* reached out to us on October 31st to terminate her services. Our billing cycles go from the 1st of the month to the last day of the month. The November 20th draft covers the final draft. No further drafts will be deducted, and no refunds are warranted.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 11/22/2023

   
  I am rejecting this response because: my services were stopped on 11/9 so therefore I have been charged for security service that I am unable to utilize. If the billing cycle starts on the 20th of every month, my last payment on 10/20 should have been sufficient to cover me once my service was discontinued 11/9. 
  

  

  Business Response

  Date: 11/22/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by **********************. As previously stated,  ********************** reached out to us on October 31st to terminate her services. We require a 30 day notice. This is outlined in the contractual agreement. The October 20th draft covered the month of October.The November 20th draft covers the 30 day period and was the final draft. We apologize if this is not the resolution ********************** desires but no refund will be issued.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:11/21/2023

  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.

  Being charged for services that were not fully completed. Customer's representative dropped the ball now company is holding me responsible and has illegally paused my monthly service but drafting funds from my bank account every month

  

  Business Response

  Date: 11/27/2023

  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 were able to determine the balance on the account is reflecting the Removal Install fee and a Mesh Router. We provided a breakdown of the balance to ************** and also addressed any other concerns or issues. A (3-month TRR) was placed on her account, and we have a scheduled call back for ************** later this week to take care of her doorbell camera issues. ************** is aware of the balance.

• Initial Complaint

  Date:11/17/2023

  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 10 calls into customer service and 2 months of waiting for a call back, CPI Security has yet to provide guidance on a billing request. I have spoken with billing heads, customer service supervisors, and many customer service representatives regarding this issue. Every time I am given the same billing statement that doesn't explain the amount owed. When I dig into the invoice with those listed above, they either state they will call me back once research has been completed, or they just tell me to pay the amount with no proof that it is owed. This has been going on for two months at this point with no resolution. I am more than happy to pay the amount requested, but I just need documentation to prove that it is owed. I hope that taking this path will bring quick resolution to the issue.

  

  Business Response

  Date: 11/24/2023

  Dear BBB, 

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

  Customer Answer

  Date: 11/27/2023

   
  I am rejecting this response because: I spoke with ******* this morning at CPI and they stated that CPI never transferred over the full amount of the ********, which is the reason there is a balance of $83.21.  Please confirm on your end and remove the $5 late fee that was due to CPI not understanding what was happening on their end.  I've received the invoice for the installation multiple times, but this does not answer the original question.  Again, please confirm that your billing system now reflects a $0 balance.

  Thanks,
  ****
  
  

  

  Business Response

  Date: 11/27/2023

  Dear BBB, 

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

   

   

• Initial Complaint

  Date:11/10/2023

  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.

  I started using CPI Security System 9/5/2014. Had no problems with the services they provided. As per the agreement I paid for services for more than 5 years, then auto renewal yearly after. In the contract it states that either party can cancel services in writing certified letter return receipt at least 60 days before the next renewal.I sent a certified return receipt letter in May 2023 telling CPI I not longer wanted their services and to cancel services on 9/5/2023. Got the return receipt that ***************** accepted the certified letter. Because the payments were automatically taken from my bank account, and my wife looked up cpi here on the BBB and saw numerous complaints as to cpi taking payments after services were asked to be stopped, she block them from being able to take any more money.I then get a bill from cpi stating I owe them $49.99 and $20.00 for payment return fee for a total of $69.99. I then called and spoke to a person who said that the cancelation department never got the letter and that she would have to send me an email to sign for them to cancel my account. Seeing as I had sent the letter per their instructions in the agreement I feel as though they are in error of billing me. Once they received the letter they were responsible for getting it to the correct department. There fore I am asking for CPI Security to drop the $69.99 and to not send any more bills to me.Please see supporting documents.Thank you *****

  

  Business Response

  Date: 11/10/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ************************. We apologize for any inconvenience ************************ may have experienced. I have completed a thorough review of the account history associated with ************************. We will be terminating Mr. *********** account in its entirety. The balance of $69.99 will be cleared and ************************ will receive a refund for $49.99 within the next **** business days. Please let us know if there is anything further, we can do to assist.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 11/13/2023

   
  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:11/09/2023

  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.

  On April 27, 2023, I contacted CPI to cancel my service since I sold my house located at ****************************************************. At the time I spoke with a rep who informed me a balance would be due and that I would receive a bill in the mail. At that time, I provided my new mailing address *******************************************************************. My phone ************** address did not change.I was contacted today by a collection agency stating that I was in default with CPI, and they were trying to collect a debt. I refused to speak with them since I never received any communications from CPI. With so many scams including identify theft, I contacted CPI directly. CPI refused to talk to me regarding my bill due since it was sent to collections. They would not tell me when billing letters were sent to my new mailing address or email address. They would not pull the calls I made to CPI when I provided them with my new mailing address, I never received a call or letter from them regarding a balance due, and to this date have only received solicitation emails, no billing emails. They only told me I owed $599 and change, the collection agency is stating I owe $783.22.I would like CPI to take ownership and pull the calls I made to them and provide copies of **************** sent (dates/times) regarding this debt, as well as any calls they made to collect this debt.CPI customer #******* Site number ********* contract #******

  

  Business Response

  Date: 11/13/2023

  Thank you for your assistance in forwarding the correspondence submitted by ******************. We apologize for any inconvenience ****************** has experienced. After a thorough review of the account, we will be waiving any additional late fees and retracting the **** once we've received the payment of $599.55. The final payment was made by ****************** on Monday, Nov 13th. The account is finalized and **** will be retracted.  Please let me know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 11/13/2023

   
  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. However, I would recommend that CPI review their cancellation process and address customer concerns when they call for further information.  This compliant could have been avoided along with the stress they caused me.
  
  Thank you. 
  

• Initial Complaint

  Date:11/09/2023

  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.

  Was told final bills would be prorated and when the service was cancelled, they charged full price for the final bill. Called & spoke with customer service and was told 1/2 credit of final draft or $35 would be refunded. CPI never refunded the money and are now saying they will not be refunding it.

  

  Business Response

  Date: 11/10/2023

  Good morning, 

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

  Kind regards, 

  Chukiara

  Customer Answer

  Date: 11/10/2023

   
  I am rejecting this response because this is not what I was told.  I was told the final bills would be at the reduced rate and their customer service **** told me what day to call and cancel and never mentioned the final bill would be full price.  I put the date on my calendar and called that very day.  I received the cancellation paperwork and signed it that day and returned it.  I was later told the customer service rep was a new employee and she provided me with incorrect information.  It should not cost me because their customer service **** gave bad info. I would have cancelled it when i initially called had they given me correct info in the beginning.   I was then told by another rep they would refund it and then after not getting the refund, i was told he shouldn't have promised this and no refund would be given.  

  I will not be satisfied until they honor the word of their customer service reps and stop punishing their customers for their employees inability to provide valid information.

  
  

  

  Business Response

  Date: 11/14/2023

  Dear BBB, 

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

• Initial Complaint

  Date:10/26/2023

  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.

  Hired CPI to install a security system. Had a few issues from the start that were resolved eventually. A few months later we moved to a different house. CPI came and removed the system at old house and when they came to install at the new house they claimed we didnt have all the parts and it must be at old house. Because we still own the old house we were able to go look for the missing parts. After 3 attempts with 3 different techs nobody could figure out what was missing and how to get the missing part. After months of paying our monthly fee but no equipment installed a tech named ******* came and figured it out. While he was here installing the ************* he removed 3 commercial grad cameras that here already. ******* asked what he should do with them I said I wanted to keep them and reuse them. Instead he took with him and says they were recycled. I have a bunch of equipment here to go along with the cameras that are now useless. There is a tv dvr and router. We. Have been waiting months for an additional COI camera to be installed but multiple appointments but no show by CPI. During these months the doorbell has also stopped working and no attempt to come service it.

  

  Business Response

  Date: 10/27/2023

  Dear BBB, 

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

  Customer Answer

  Date: 10/27/2023

   
  I am rejecting this response because:
  Most of CPI response is accurate. The bottom line is I am not ok with them not replacing what was taken from my home. I am also not ok with it being a miscommunication. I know what I wanted and I know what I said. There is absolutely no way I approved the recycling of personal property. I think I would know. CPI insisted I get more information on the cameras that were stolen and what I provided was unacceptable to them. I have no intentions of paying any more money for broken equipment that has taken them way too long to address. 

  

  Business Response

  Date: 10/30/2023

  Good morning, 

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

• Initial Complaint

  Date:10/16/2023

  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 installed a CPI Security system late August and authorized CPI to deduct ONE monthly service charge from my bank account. On 1 September CPI deducted that service charge TWICE. I called my bank to see if it was a printing error. They assured me that CPI had indeed double billed me. They issued me an EFT Provisional Credit until I could resolve this issue with CPI. I called CPI and their billing representative relayed my request to Accounting (you cannot speak directly to Accounting). She relayed back that Accounting had no record of the double billing and dismissed my request until I submitted a photo of the double charge on my back statement. The representative emailed me that I would be issued the credit. On 13 September CPI billed me a THIRD service charge! On the 14th, they credited me that charge. When I called about the ************** charge, they tried to claim my banks Provisional Credit was CPIs refund!!!! No where in the name of the transaction on my bank statement did CPI appear! I have spent hours on the phone and on email. I have spoken to no less than 5 Billing representatives and the Sales representative to no avail. Its been 6 weeks to date, and theres been no refund, no apology.****** CPI has a record of what they pay out/take in. Why is the onus on the customer to prove CPI made a mistake? Its outrageous and insulting! Does CPI practice this, thinking hoping the customer wont notice, give up trying to recoup his/her money?

  

  Business Response

  Date: 10/16/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ******************************. We apologize for any inconvenience that ***************************** has experienced. There is a refund request on Ms. ************** account in the amount of $59.99. ****************************** should be receiving this refund within the next couple of business days. Again, we apologize for any inconvenience ****************************** may have experienced. Please let m enow if you have any further questions or concerns.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 10/18/2023

   
  I am rejecting this response because:  This is the FOURTH time CPI has told me I'd get the refund "in a couple of business days" :  9 September, 13 September, 4 October, and 16 October.  We are now in the 7th week and there is NO refund.
  

  
  
  

  

  Business Response

  Date: 10/24/2023

  Dear BBB,

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. *************. The refund was submitted to the bank on 10/18. Ms. ************* should have received this refund. Please let me know if you have any questions.

  Kind Regards,

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

  

  Business Response

  Date: 10/24/2023

  Dear BBB,

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. *************. The refund was submitted to the bank on 10/18. Ms. ************* should have received this refund. Please let me know if you have any questions.

  Kind Regards,

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

  

  Business Response

  Date: 10/24/2023

  Dear BBB,

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. *************. The refund was submitted to the bank on 10/18. Ms. ************* should have received this refund. Please let me know if you have any questions.

  Kind Regards,

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

  Customer Answer

  Date: 10/25/2023

   
  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:10/13/2023

  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.

  Date of cancelation: 7/22/2023 We have been under contract for 5 years which ended in July 2023.The business provided equipment, installation, and security surveillance during the 5 year contract period.Dispute: CPI continues to invoice me and now threatening to harm my credit The dispute is I advised CPI I was cancelling my account with them several times over the years as soon as the contract was over. On July 22, 2023, I contacted CPI and advised them in writing we would not be using their service any longer as our contract was over from the purchase of the equipment. I received a message back, on the same day, from CPI which confirms the message was received. On or around Aug 7 2023, I noticed CPI had again pulled funds from my bank account so I contacted my bank to stop any future transactions from taking place. Then I contacted CPI to advise them of the cancellation on July 22, 2023, they then have preceded to try and force me to sign a new contract for ************************************************************************************************************************* July 2023 when my original contract ended. Account number: *******

  

  Business Response

  Date: 10/16/2023

  Thank you for your assistance in forwarding the correspondence submitted by **************. We apologize for any inconvenience or frustrations ************** has experienced. After further review of ****************** account, there is one month remaining on the contract thats due for the month of August, which ************** agreed to pay. Our team has waived any additional fees the account has accumulated over the last few months. Please let us know if you have any further questions or concerns. 

  Customer Answer

  Date: 10/17/2023

   
  I am rejecting this response because: *** has not followed through with clearing the amount shown on my account to the ***** dollars to close my account. I have attached a photo from the *** app showing a balance of over 200 dollars still outstanding. To close this issue *** needs to do what the advised and clear all their fraudulent charges so I can close the account.
  
  

  

  Business Response

  Date: 10/20/2023

  Thank you for your assistance in forwarding the correspondence submitted by **************. We apologize for any inconvenience or frustrations ************** has experienced. ************** wanted the balance on the account to be adjusted before he made his final payment, I was able to coordinate with our accounting team to process any additional fee's and update the balance on the account.  Please let me know if you have any further questions or concerns. 

  Customer Answer

  Date: 10/23/2023

   
  I am rejecting this response because: CPI finally made the changes to the balance of my account but it still showed past due by 60 days. As I do not want CPI to turn around and negatively effect my credit score when we have an agreement I am rejecting the resolution until this is fixed. I have made the final payment to close the account in good faith they will fix this remaining issue on their end. Once they remove any and all late payment notices from July 2023 forward this issue will be closed.
  
  

  

  Business Response

  Date: 10/24/2023

  Thank you for your assistance in forwarding the correspondence submitted by **************. We apologize for any inconvenience or frustrations ************** has experienced. The 60 days past due notice isn't going to affect ****************** credit score and this has been explained to him. The final payment has been processed and the account has been closed. Please let me know if you have any further questions or concerns.