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

  1673 Dividend Loop Myrtle Beach, SC 29577

  
• 

  CPI Security

  531 Clemson Rd Columbia, SC 29229

  
• 

  CPI Security Systems, Inc.

  5150 McCrimmon Pkwy Ste 401 Morrisville, NC 27560

  

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:06/02/2023

  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 have been with CPI for many years only to be told by a technician that my system had not been working for 4 years. I was unaware. It worked like it was supposed to in my house. My stuff is missing and only when I found p*** in my floor and I don't have a dog did I really realize someone was coming in my house. I live alone and got scared. I had a land line with caller ID and CPI never did call me to test the system. They do not call if the alarm goes off if you cut it off within minutes. The system never sent a signal. I have been paying ***** a month. I called in 2019, 2021, and 2023 with concerns. I want my money back atheist. I canceled the service. This left me and my property unprotected.

  

  Business Response

  Date: 06/07/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ******************. We apologize for any inconvenience or frustrations that ****************** may have experienced. We have reviewed ****************** account in its entirety and have determined the following: We have spoken with ****************** on multiple occasions dating back to up to 5 years advising her of upgrades available to move her off the landline system. ****************** has declined each time. We advised ****************** that a landline was needed unless she decided to upgrade. In addition, it is outlined in the agreement that was signed by ***************** that we recommend her reaching out to ** monthly to test the system. We apologize that ****************** does not have a landline anymore but ****************** did not lack protection due to our negligence. We have received a cancel letter from ****************** and are terminating the account in its entirety. We will not be issuing any refunds for this matter. Please let me know if you have any further questions or concerns.
  
  Kind Regards,
  ******************************;

  Customer Answer

  Date: 06/08/2023

   
  I am rejecting this response because:
  They never reached out to me to test the system not one time. It is negligence on their part. I still would not know its not working if the technician had not told me. Idiots.  I only got rid of the land line in May and spectrum cut that off with me being unaware of that.

  

  Business Response

  Date: 06/08/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by ******************. As previously stated, the contractual agreement outlines that ****************** is responsible to contact us to test the system. In addition, we educated and offered ****************** the opportunity to move her off the landline system on multiple occasions and she declined each time.No additional refunds or credits are warranted. We received ****************** cancel letter and her account is being terminated in its entirety.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:06/01/2023

  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 have attempted to cancel service and cease auto draft of payment for a property I no longer own for 5 months. They continuously dodge and then later, after the window closes so they can charge another month, they request additional information or forms. There is clearly systemic thievery in their process which is ironic given their line of work. I have called countless times and returned countless forms and continue to be charged.

  

  Business Response

  Date: 06/05/2023

  Dear BBB, 

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

• Initial Complaint

  Date:05/31/2023

  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'm needing to cancel my service. I'm currently moving and can't take the security system with me. Additionally, my system hasn't worked for the first several years of my contract. If you pull up my records you will find numerous IT calls, IT visits, and even occasions where CPI had to swap out my cameras due to malfunction. There were accidents that occured on my front porch that the security system did not alert, notify, or even record the event. I do not understand if CPI won't hold up their end of the contract why I'm obligated to hold up my end of the contract. They are requiring me to pay the remaining balance of my contract to terminate early.

  

  Business Response

  Date: 06/05/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ***************. We apologize for any frustrations or inconvenience they have experienced. After a thorough review of their account,we have determined the following: It appears that *************** was able to successfully cancel her CPI security system and we also credited the monitoring fee of $549.89. This was credited because *************** did pay the remaining balance of her smartpay. She has also signed, reviewed, and sent in the cancel letter.  We feel that we have resolved this in an ****** fashion. Please feel free to reach out to us directly if ************** does need further assistance. 

  Kind regards, 

  Kiara

• Initial Complaint

  Date:05/26/2023

  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 moved into a home with a CPI security system already installed; a sales rep ***************************** had left his business card on the door so we contacted him. Before taking possession of the home, I called CPI and asked them how we could change the door code since many realtors had used it during showings; I was told that someone would come out and help me once I moved in. When the rep came out, I was told that there was no way I could change the code without signing a one-year contract for monitoring. I didn't want that, so I asked if I could pause the contract to start at a later time and was told that I could. I signed the contract and paid $79 which I believed was the charge to change the door code. I soon began receiving emails, texts and phone calls to collect payment for monthly monitoring. I called and explained the issue and was told that I signed a binding contract and would be held responsible for it, even though I didn't have to sign it to receive a new door code. I was also told that pausing the monitoring wasn't allowed. I have talked to numerous associates who tell me they'll do something and no one has. I even talked to a manager (***********************) who promised to credit my account and look into it further, but he never called back (even after repeated attempts to reach him). ********************** in accounting has also tried reaching him.This company verbally promised things they never intended to deliver and had me sign a contract under false pretenses. Now they are threatening to remove the system in my house, even though the sales rep told me the previous owner had "purchased the largest system CPI offers").We had a sales rep and an installer (*****) here when we were literally moving in with vans and movers and I felt obligated to do what they were telling me but I still have no idea how to use the system nor have I ever armed it and used the monitoring program.

  

  Business Response

  Date: 05/31/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ************. We apologize if there are any frustrations that ************ has experienced. We have reviewed the account history associated with ************ and have determined the following: In February 2023, ************ signed a 12 month contractual agreement. The monitoring can not be paused. All of the terms of the contract are outlined in the agreement that ************ signed. We received a payment of $44.99 from ************ in February 2023. Although we have provided monitoring services, we have not received any other payments from ************. As a result, a demand for payment letter has been sent to ************. The charges to the account are warranted and ************ is responsible for the agreement terms. Please let me know if you have any further questions or concerns.
  
  Kind Regards,
  ******************************;

  Customer Answer

  Date: 05/31/2023

   
  I am rejecting this response because: I am not arguing that I signed the agreement.  What I'm concerned about is that the salesman told me two incorrect things: #1 that I had to sign the agreement in order to get the front door code changed.  I later found out that this isn't true.  #2 I was told that I could pause the agreement until a later time, which I later found out isn't done.  I was told specifically that I had no choice but to sign the contract if I wanted the front door code changed.  Every realtor in town had a copy of that code and there was no way I wanted to keep it as it was.  I also said I didn't want the monitoring program and was told that I could pause it until I was ready.  I was seriously under the impression that I had paused it until I started getting invoices, because I've never set the system one time.

  I signed the contract under false pretenses.  They could have changed the door code for no charge and I would have contacted them when I was ready to start monitoring, but they said I had no choice if I wanted the code changed.  I don't trust CPI to do what they say and I'm not going to allow them to strong arm me into paying something I was coerced into.

  
  

  

  Business Response

  Date: 06/02/2023

  Dear BBB,
  
  Thank you for forwarding the additional correspondence submitted by ************. When ************ moved into the home, the previous homeowners left the door lock on the door and they cancelled services with **.We do not service accounts that are cancelled. When ************ reached out to us regarding changing the codes, we advised that we do not service cancelled accounts. ************ advised she wanted to activate monitoring services and signed the contractual agreement for 12 months. When ************ reached out to ** and said that she was mislead into signing the agreement, we had the sales representative reach out to her. ************ advised the sales representative via text and said she intended to utilize the monitoring services but changed her mind. As previously stated, ************ signed the contractual agreement and are responsible for the terms.

   

  Kind Regards,

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

• Initial Complaint

  Date:05/24/2023

  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 have asked repeataly for the company to stop contacting me. i have requested by phone, by email and by text many times. they are constantly calling me to buy their security system. i do not want to do business with this company. they call me several times a day. please ask them to stop calling me.

  

  Business Response

  Date: 05/30/2023

  Dear BBB, 

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

• Initial Complaint

  Date:05/24/2023

  Type:Delivery 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.

  May 23, 2023 I received my bank statement and I found that CPI had increased my bill by ten dollars. I have not received any information about the increase in my bill. I called CPI and I received some incompetent information about their having information. These people evidently

  

  Business Response

  Date: 05/24/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ******************. We apologize for any inconvenience ****************** has experienced. In Article 3 of the contractual agreement signed by ******************,it advises that we may increase the monthly monitoring rate up to 3%. ******************* monthly monitoring rate increased by $1.28, not $10. We sent out an email prior to this increase taking effect to the email on file. This is not a common occurrence and the first increase we have done in over a decade. This investment will allow us to continue to enhance  security via application updates and provide more efficient means of security such as our Advanced Analytic Software and Virtual Tech offerings that we have launched over the last 3 years at no additional cost. These are just a small sample of what we have launched for our customer base with much more on the horizon. Please let us know if you have any further questions.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:05/23/2023

  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.

  I began service with CPI in February 2013 when we built our house. In October of 2022, we decided not to continue service and I called to request cancellation. I was told that I would be sent a DocuSign form to complete via the email on file, but never received the document. I have called several times since my initial request in October 2022 and requested the DocuSign document over and over, yet never to receive the document. Meanwhile, CPI has continued to draft from my account, $39.95 per month. I am truly appalled at the lack of integrity this company has. They are practically stealing money from me. I see the numerous complaints just like mine and am absolutely astonished they continue to do business while providing absolutely horrendous customer service. I am seeking complete termination of my account and CPI to cease from drafting the $39.95 from my bank account. I am also seeking to have CPI reimburse the $39.95 for each month from my initial cancellation request until present.

  

  Business Response

  Date: 05/24/2023

  Dear BBB, 

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

• Initial Complaint

  Date:05/18/2023

  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 brought a system last March 2022, I unfortunately had to move in June 2022. I contacted this company and we agreed that when I move I would be able to continue my contract. That occured in July 2022, my account was put on hold. In Jan 2023, I noticed they charged me a monthly subscription, we I contacted them and they account was place on hold, they were aware that I would be moving and utilizing the service again by summer 2023, which was the original plan. I just received notice it went to collections. No one notified me, or provided me an opportunity to correct whatever deficiency there may have been. My address was forward to my new address and I am certain I provided them with my new address. My contact number has not changed and I have received any emails concerning the matter. It is a breach of contract and an unfair process to attempt to harm my credit profile. The resolution I would like is to remove it from collections and provide me the opportunity to pay off the agreed upon price.

  

  Business Response

  Date: 05/24/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by *****************. We apologize for any frustrations or inconvenience they have experienced. After a thorough review of their account,we have determined the following: ***************** contacted CPI security June 2022 to say that she was moving and wanted to relocate her system but was unsure of the new location. CPI security offer credits to cover the next 6 months of her monitoring while she searches for a new location and was to follow up once she did. CPI security also sent ***************** a cancellation letter which indicated that if she does not relocate her system that she will cancel her security monitoring and would be responsible for the default fee. ***************** reviewed signed this cancel letter on 7/12/2022. We did not hear back from ***************** during those 6 months,which resulted in ***************** being responsible for the default fee. She would need to contact ************** to clear this balance. Please feel free to contact us directly if you do need further assistance.
  
  Kind regards,
  Kiara 

• Initial Complaint

  Date:05/16/2023

  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 have repeatedly asked CPI to cancel my service. In order to cancel my service, I have to receive and sign an email from CPI. After multiple attempts and much time spent on the phone, they will not send my an email making it possible to cancel their service.

  

  Business Response

  Date: 05/17/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ****************. We apologize for any frustrations or inconveniences **************** has experienced. Our records indicate that the cancel letter has been received and processed. Ms. ******* account is being terminated in its entirety, as a result. Please let me know if there is anything I can do to further assist.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 05/18/2023

   
  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:05/15/2023

  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.

  On January 13, 2023, I signed a contract with *** for home monitoring, panel, smoke alarms, two outdoor cameras, and a doorbell camera; the total monthly fee was ~$55. On 1/17/23 the tech upsold me on window contacts, bringing monthly charges to ~$91. The tech installed the cameras in areas without ************* AND he installed them 6' from the ground so an intruder could remove without detection. The tech again upsold me on a *** router that would remedy the connection issue. The cameras simply did not work and I contacted my sales **** ************************ and *** Tech Support.On 1/19/23 *** Support sent a senior tech to "troubleshoot," the tech stayed for five minutes until he abruptly departed for "another issue," leaving without correcting the issue. I again contacted *** to ask that the cameras be refunded. On 2/7/23 *** sent another tech to remove the 2 outdoor and 1 cameras the router. The tech was without brackets and promised to return in 48 hours to install brackets yet this still has not happened. On 3/1/23 *** drafted the incorrect $91 from my accounts, even though the equipment was returned. On 3/21/23 I called *** asking for 3 actions:1) Correct the monthly billing to reflect refund 2) Fix the *** app issues 3) Have the tech install the brackets At that time I was told by my sales rep that the new monthly draft would be $55. I was promised this would be resolved before the 4/1/23 draft and that a new contract must be issued since the old one was voided by the equipment return; I was promised a follow-up in 24 hours. I called and left messages for her 3 times in March but did not ever hear back.On 4/1/23 *** drafted the incorrect $91. On 4/4/23 I sent a detailed email to *********************** asking for immediate action. I have not heard from her. On 4/28/23 I emailed *** Support for help; they replied that my bill had adjusted to $81. I replied that the amount was to be ~$55 but have not heard back. I am paying almost double what was promised.

  

  Business Response

  Date: 05/18/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by *******************. We apologize for any frustrations or inconvenience they have experienced. After a thorough review of their account,we have determined the following: It appears that ******************* did have her 2 outdoor cameras, 1 doorbell camera and mesh network removed from the security system on 2/7/2023. I have submitted a request for a rewrite to our accounts creation team. Once this rewrite is completed and reviewed for accuracy, we will email ******************* steps on how to review and sign the new edoc. Please let ** know if you need further assistance.
  
  Kind regards,
  Kiara

  Customer Answer

  Date: 05/24/2023

   
  I am rejecting this response because:

  The financial amount is inaccurate and has not been fully resolved. I provided an email to CPI detailing the payments that were made; CPI shorted my account by $100. Furthermore, they have no addressed the tech returning to install the brackets or remedying the issues with the InTouch app that occurred after the equipment was returned. 

  In summary:

  1) CPI did not provide the requested financial reconciliation, the amount CPI is proposing appears to be short $100. (See attachment)

  2) CPI has not addressed the installation of the brackets.

  3) CPI has not remedied the issues with the app.

   

  
  

  

  Business Response

  Date: 05/25/2023

  
  Dear BBB,
  
  Thank you for your assistance in forwarding the response submitted by *******************. We apologize for any frustrations or inconvenience they have experienced. For CPI Security to process any refund or and credits to ****************** for the difference in monitoring, we would need her to sign the rewritten agreement that was sent to her on May 19th, 2023. We will not be installing brackets in the system due to brackets are only for cameras use and ******************* has removed her cameras from the system. ******************* has not indicated in detail what issues she is having with the CPI Security Intouch app.
  
  Kind regards,
  Kiara