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, Inc.

  7019 Albert Pick Rd Ste A Greensboro, NC 27409

  
• 

  CPI Security Systems

  1673 Dividend Loop Myrtle Beach, SC 29577

  
• 

  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:05/08/2023

  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 a 36 month contract with CPI, however after a hardship I lost my home and no longer able to have services. I called CPI several times and explained to them my case of homelessness and Ive been struggling to pay the monthly fee month after month. I have been out of my home now for about a year and CPI has no type of hardship program or anything to help customers who face adversity and hardship. This is the only company I have done business with that doesnt have some sort of hardship department. It stresses me call after call to know that they simply cannot do anything to assist me.

  

  Business Response

  Date: 05/09/2023

  Dear BBB, 

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

• Initial Complaint

  Date:05/05/2023

  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.

  Please see letter uploaded/attached.

  

  Business Response

  Date: 05/10/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ****************. We have reviewed Ms. ******* account in its entirety and have determined the following: ** December 2021, **************** signed a 39 month monitoring agreement. Whenever **************** experienced any issues, we would either resolve it via phone or send a technician to her home. The last time ****************** advised ** of any issues prior to cancelling services in February was 3 months prior. As outlined in the contractual agreement signed by ***************, if the agreement is defaulted then the early termination fee is warranted.This was also communicated to **************** prior to the account being terminated.We have acted within the agreed contractual terms. Please let me know if you have any questions or concerns.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 05/10/2023

   
  I am rejecting this response because it is not true - and we have submitted letter and texts that prove CPI was in serious breach of contract. Their response does not even address the incidents cited. We understand we signed a contract but if either party violates terms - contract is null and void. In this case CPI did not keep up their end of the bargain or provide ** with the services we contracted for. 
  
  

  

  Business Response

  Date: 05/12/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by ****************. If there has ever been an issue with Ms. ******* system, we have always resolved the issue in a timely fashion. When **************** reached out to cancel services because of issues with her doorbell camera, we offered to come out to replace her doorbell camera at no charge. *************** did not give ** the opportunity to resolve the issue and declined the solution we offered. We were not in breach of contract and an early termination fee is warranted. We apologize if this is not the solution **************** desires.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:05/03/2023

  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 a CPI customer for 17 years and have spent well over $8,000 with them. A few years ago, I upgraded my security to include 2 outside cameras and a doorbell camera. At that time, I was told that once the equipment was paid off, I could cancel at any time with no extra fees. I moved to ** in January and would have moved my service as well, but CPI doesn't service the area. When I called to cancel, the **** ******************** told me I would need to pay off the remaining time on my contract, which would be over $2,0000. That is absolutely not what I was told. In fact, when I first signed a contact 17 years ago, I specifically remember being told if I ever moved out of an area CPI didn't service, there would be no fee to end the contract. So, twice, according to ****, I was given false information from CPI representatives to sign up for a long term contract. This is unacceptable for a company to lie to a customer to make a sale. I no longer live in ** and want to terminate this contract without the fees as I was told I could by two different reps. ***** being a 17 year customer and being lied to, I wouldn't recommend CPI to anyone due to their deceptive business practices!

  

  Business Response

  Date: 05/09/2023

  Dear BBB, 

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

  Customer Answer

  Date: 05/09/2023

   
  I am rejecting this response because:
  This is not the information provided by representatives of CPI. They lied to me about canceling and now I am expected to pay for their incompetence.

  

  Business Response

  Date: 05/09/2023

  Dear BBB,

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

  Customer Answer

  Date: 05/10/2023

   
  I am rejecting this response because: I spoke to someone on a phone call. Pull the call recording and you will here the cancellation discussion. Absolutely the worst service for a long time customer!

  
  

• Initial Complaint

  Date:05/01/2023

  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 *** for 8 years and I do NOT owe them for any equipment. I am on a month to month service plan. In November of 2022 I reduced the types of services they provide because they were not working. I had an **** company switch out the **** thermostat, removing *** one and installing a regular one because the *** one was not accurate. I had *** remove the motion detector and the camera because they could never retain the wifi and never worked and I gave all the equipment back to ***. *** reduced my monthly bill by half from $49.95 to $19.00 for November. However, they went back to $49.95 for December. I called in January and we could not come to an agreement. I asked for all services to be discontinued. They have continued to charge my credit card $49.95 plus late fees and service charges. I have disputed the charges with my credit card company, USAA. So far I have written *** 4 emails and made 4 phone calls requesting the services to be cancelled. *********************** in customer service, acknowledges my request for cancellation verbally but will not do it in writting. They want me to pay additional fees totaling $214.85. I have spoken with *** **************** Rep *********************** 3 times, her number is ************. I am not using the service, the system does not work. I have unplugged the main power source. *** Claims online that customers can cancel at anytime when in a month to month situation, I copied their online statement and uploaded it below. I have not been successful in getting *** to cancel and now they are threatening to take me to a collection agency. I am attaching: emails from the customer service person who does not respond; My recent bill where they are adding payment return fees onto my account and late fees. My credit card company, USAA, has tried to contact *** on my behalf to cancel and dispute these charges with no success.

  

  Business Response

  Date: 05/12/2023

  
  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 waived the fee of $214.85. We feel that we have resolved this in an amical fashion. Please feel free to reach out to ** directly if ***************** does need further assistance.
  
  Kind regards,
  Kiara

• Initial Complaint

  Date:04/24/2023

  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 had a new house built in ******, **. *** was hired by the builder to do the data drops and run the conduit pipe to house the fiber optic line from the outside of our new home. The line snapped when our ISP showed up to install the internet because the line was snagged inside the conduit. I had *** come back to our home to try to run a new line through but they couldnt because there was an issue with the way the conduit was run. The only solution suggested to me by the *** tech at this point was to cut a hole in my ceiling to access to pipe and fix the snag. Both the tech (*****) and our salesman (***********************) promised me they would patch the hole after the fact.It has been MONTHS since this visit and I still have a hole in the ceiling of our new home. I have attempted several times to contact them to get the problem fixed and they no longer respond.Incredibly unprofessional. Fix the hole you put in my ceiling or pay us to hire a company to repair it. Thank you.

  

  Business Response

  Date: 04/28/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ********************. We apologize for any inconvenience or frustrations ******************** has experienced. I have reached out to our Quality Control team in regards to Mr. ********* account. They will be reaching out today with the next steps to get this resolved. We look forward to handling this matter in an amicable fashion. Please let me know if you have any further questions.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:04/24/2023

  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.

  The camera system sold to me doesn't work and I have emailed and called CPI for assistance. Unfortunately, although I agreed to their remedy, they never fixed the issue. I keep calling and calling and they never do anything other than apologize and take my information.

  

  Business Response

  Date: 04/26/2023

  Dear BBB, 

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

   

   

• Initial Complaint

  Date:04/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December CPI undated services I complained the door camera was not working again. They put the camera in and it has always had problems working consistently They refused to fix their own work saying they did not run the line. Never had a camera there before so they did run the line. Called 3 times one afternoon and was hung up on 3 times. Called bank and had payment stopped. Have talked to several people on several occasions. They always claim I never tried to cancel service. After a month they told me I needed to write them for cancellation. Next time I talked to someone they claimed again I never told them I wanted to cancel. They bank stopped the payment because they refused to cancel. They need to stop. I had just made a payment before canceling. I owe them nothing

  

  Business Response

  Date: 04/21/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ***************************. We apologize for any frustrations or inconvenience *************************** has experienced. After a thorough review of *************************** account we have determined the following: *************** ***** emailed CPI Security on 2/22/2023 stating that she had canceled her monitoring service. We spoke with *************** ***** again on 2/27/2023, she advised that she got a bill but canceled services,it was advised that she did not speak with CFL to cancel her system nor was there a cancellation letter on file. *************** ***** disconnected the call with our CFL department without agreeing to canceling to the services. *************** ***** stopped payment to CPI in February which resulted in payment return fees and past due fees. To cancel this account, *************** ***** would need to sign a cancellation letter and pay the past due balance of $214.97. We believe we have acted in an amicable fashion. Please feel free to reach out to me directly should you have any questions or concerns.
  
  Kind regards,
  Kiara 

  Customer Answer

  Date: 04/25/2023

   
  I am rejecting this response because:
  The fact that this company still refuses to acknowledge my attempts to cancel are ridiculous. I do not need to sign a letter to cancel with the company. They obviously dont register their complaints as filed. The fact that I had to stop the payment at the bank show there is a problem. If CPI wishes to escalate this dispute I will have no chose but to do so. CPI is a non responsive , non compliant and disrespectful company when it comes to customer service. I did not wish to update a service that did not function but they kept demanding to update it and refused to address my concerns at that time. Instead of addressing the problems I was told to have my electrical system over hauled. Never even looked at there own work claiming they ran no wires which is a false statement. Just because they refuse to cancel is no reason the should be paid

  

  Business Response

  Date: 04/27/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ***************************. We apologize for any frustrations or inconvenience *************************** has experienced. To cancel this account, *************** ***** would need to sign a cancellation letter and pay the past due of $214.97. We believe we have acted in an amicable fashion. Please feel free to reach out to me directly should you have any questions or concerns. 

  Kind regards, 

  Kiara

• Initial Complaint

  Date:04/18/2023

  Type:Customer Service 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 am contracted for security by CPI, have been for about 7 years. A couple years ago, I added a doorbell camera. The camera has not been working as promised for several months. I contacted CPI and they promised they'd sell me a new doorbell (retail $200) for $99. I replied to the email stating I would like to do that, and have them install the new doorbell. That was March 1. I have not heard from them, no replies to my emailed requests. I replied to their email March 1, March 21, April 6, April 13 and today (April 18). They have ignored every request I've sent to them.

  

  Business Response

  Date: 04/19/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ************************. Our records show that ************************ is scheduled for April 20th for the doorbell camera.We feel this resolves this complaint. Please let me know if there are any further questions or concerns.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 04/19/2023

   
  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:04/18/2023

  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 am trying to cancel service with cpi & have the equipment removed as soon as possible. On 4/10/23 the cpi rep in ********* stated she was putting the cancellation letter which must be signed in the mail that day. The letter has yet to arrive. Called back and was told oh just leave the equipment there because it is old anyway. When you move out of the house, we'll get new owner to get service with us and equipment will still be there. We've had this system for 10 years and for the first 7 years or so, no problems. In the last 2 - 3 years, there has been issue after issue. This time I have not been able to use my service since January 2023. The last I was told is that service shows it's fine on cpi's end but it doesn't work. CPI should be able to go through all the previous calls and see all the information. At any rate, please have CPI email any forms which need to be signed to ************************ and I will sign and return immediately.

  

  Business Response

  Date: 04/18/2023

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

• Initial Complaint

  Date:04/07/2023

  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.

  CPI's security measures are not sufficient to protect user privacy. As a result, users are vulnerable to unauthorized access to their devices. For instance, when troubleshooting my doorbell camera, I accidentally connected to someone else's camera in the neighborhood. This allowed me to view their front door. The absence of encryption keys on the SSIDs broadcasted makes it easy for hackers to gain access to these devices leaving us vulnerable.

  

  Business Response

  Date: 04/11/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted Mr/***********************************. We apologize for any frustrations or inconvenience They have experienced. After a thorough review of their account, we have determined the following: That the doorbell camera was serviced and completed on April 7th, 2023, by CPI Security. No further issues have been brought to our attention. Please let us know if you have any further questions.  
  Kind regards,
  Kiara