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 has 8 locations, listed below.

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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

  
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  CPI Security Systems

  1673 Dividend Loop Myrtle Beach, SC 29577

  
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  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:09/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/28/2022

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

  Customer Answer

  Date: 09/28/2022

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

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

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

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

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

   

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

  

  Business Response

  Date: 09/29/2022

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