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:02/21/2023

  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.

  My **** of America checking account was compromised and subsequently closed in October 2022. I have made several good-faith attempts by phone and online chat to update my profile with the new account number for monthly drafting. I have received invoices for the past 4 months with a $20 payment return fee. The representative I spoke with on the phone was only willing to credit my account with the January surcharge. I have paid my bill on time since signing on as a CPI customer in ****. Being a loyal 18 year customer, I am shocked she was not willing to credit my account for all surcharges incurred, only one. Nice way to treat your customers, CPI for a legitimate reason.

  

  Business Response

  Date: 02/22/2023

   Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ***************. We apologize for any frustrations or inconvenience he has experienced. After a thorough review of his account, we have determined the following: Due to **************** account being compromised, his monitoring rate of $69.99 was returned which resulted in a $20.00 payment return fee. Once **************** makes a payment for Januarys monitoring cost, we will be more than happy to waive the $20.00 payment return fee. Please feel free to contact me directly if you have any questions.
  
  Kind regards,
  Kiara 

  Customer Answer

  Date: 02/22/2023

   
  I am rejecting this response because I am requesting not just January's surcharge, but ALL of the $20 surcharges I paid retroactive to October 2022, which should yield a total account credit of $80.  
  
  

  

  Business Response

  Date: 02/28/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the response submitted by ***************. After an additional thorough review of his account, there is no information or interactions showing that **************** contacted CPI Security in October 2022 regarding his billing being compromised. **************** was also credited $20.00 for Decembers payment being returned. Once **************** makes a payment for Januarys monitoring cost, we will be more than happy to waive January $20 payment return fee. Please feel free to contact me directly if you have any questions.
  
  Kind regards,
  Kiara  
   

  Customer Answer

  Date: 03/02/2023

   
  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.  It is hard to fight big business and I just don't have the time or energy, so I will eat the cost and never refer or recommend CPI to anyone that asks me again.
  
  Thank you. 
  

• Initial Complaint

  Date:02/06/2023

  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 purchased this service as I had used them in the past (years ago) and the service was great. I signed the contract for a new service that came with ********, inside camera, door lock, smoke detector, 4 sensors, speaker box. However, the quality of the equipment is horrible. The door locked I purchased stopped working completely to where I had to call and pay for a locksmith to come unlock my door. I never received my doorbell (wiring was required). When I had my service transferred to my new house there was $400+ charge to do so; only for the technician to leave the speaker box and he left one of the sensors on a window. The new equipment gets installed and Im told I have to purchase a new speaker box (because the previous tech didnt include it with the rest of my equipment). In addition, I spent an hour talking to a representative asking about the doorbell I never received. The rep stated they saw were it was owed to me and they would have someone out to install it. The doorbell was installed a few days later only to them to bill me $230+ for the door bell that they NEVER installed when I purchased this service. I reached out via text to their customer service because the app showed a $230+ outstanding balance, and was told it would be researched. I received a call the following Wednesday and the rep that called confirmed (AGAIN) that I didnt owe anything for this doorbell and that the charge would be taken care of. *** ** receiving calls before work asking when am I going to pay this past due bill for a doorbell.

  

  Business Response

  Date: 02/09/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ******************.  We apologize for any inconvenience or frustrations ****************** has experienced. I have had the opportunity to review Ms. ******** account in its entirety. ****************** will not be responsible to pay the balance for the doorbell camera. We plan on reaching out to ****************** directly to advise of the adjustment on her account. We feel this satisfies this complaint.Feel free to reach out to me directly with any questions or concerns.
  
  Kind Regards,
  ******************************;

  Customer Answer

  Date: 03/10/2023

   
  I am rejecting this response because:I purchased this service as I had used them in the past (years ago) and the service was great. I signed the contract for a new service that came with ********, inside camera, door lock, smoke detector, 4 sensors, speaker box. However, the quality of the equipment is horrible. The door locked I purchased stopped working completely to where I had to call and pay for a locksmith to come unlock my door. I never received my doorbell (wiring was required). When I had my service transferred to my new house there was $400+ charge to do so; only for the technician to leave the speaker box and he left one of the sensors on a window. The new equipment gets installed and Im told I have to purchase a new speaker box (because the previous tech didnt include it with the rest of my equipment). In addition, I spent an hour talking to a representative asking about the doorbell I never received. The rep stated they saw were it was owed to me and they would have someone out to install it. The doorbell was installed a few days later only to them to bill me $230+ for the door bell that they NEVER installed when I purchased this service. I reached out via text to their customer service because the app showed a $230+ outstanding balance and was told it would be researched. I received a call the following Wednesday and the rep that called confirmed (AGAIN) that I didnt owe anything for this doorbell and that the charge would be taken care of. *** ** receiving calls before work asking when am I going to pay this past due bill for a doorbell. UPDATE: I filed a previous BBB complaint (********) and the *** representative (*********************************) stated I would not have to pay for the doorbell, but instead of the bill being corrected, I now have an outstanding balance of $400.65. I called and spoke with a representative on was told I needed to sign a new contract.   

  Billing Adjustment.
  

  
  

  

  Business Response

  Date: 03/14/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the response submitted by ******************. I have reached out to ****************** directly and ensured that the adjustments have been made to the account and that she is not responsible for the doorbell. Please let me know if there is anything further that I can do to help.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:01/20/2023

  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.

  I HAVE A BUSINESS ACCOUNT WITH CPI. MY BUSINESS NAME IS *************** BAIL BONDS, LLC. I MOVED FROM MY ORIGINAL BUILDING BACK IN AUGUST OF 2022 DUE TO CITY CODE PROBLEMS THE LANDLORD WAS HAVING. I CONTACTED CPI AND INFORMED THEM THAT I WAS MOVING MY BUSINESS AND GAVE THEM THE NEW ADDRESS AND THEY SAID THEY WILL HAVE MY REP ***** FOLLOW UP. A FEW DAYS PASSED AND NO WORD FROM *****, SO I CALLED CPI BACK AND THEY TOLD ME THEY WOULD HAVE HIM CALL ME WHICH AT THAT TIME HE DID. ***** CAME OUT AND LOOKED AT EVERYTHING AND SAID HE WILL GET HIS INSTALLER TO COME OUT AND INSTALL THE EQUIPMENT I HAD BROUGHT WITH ME FROM THE OTHER BUILDING. HE THEN PROCEEDED TO TELL ME THEY WERE GOING TO CHARGE ME ANOTHER HUNDRED AND SOMETHING DOLLARS TO INSTALL IT. I THINK THAT'S SOME HOG-WASH BEING THAT I HAD TO UNINSTALL EVERYTHING MYSELF, INCLUDING CLIMBING THE SIDE OF THE BUILDING TO REMOVE THE CAMERAS (I AM VERY MUCH AFRAID OF HEIGHTS). ONCE I HAD GOTTEN THE CAMERAS DOWN I CALLED ***** TO LET HIM KNOW SO THEY CAN SCHEDULE THE INSTALLATION, BUT NEVER HEARD BACK FROM *****. FROM AUGUST 2022 TO THIS DAY I STILL DON'T HAVE THE SYSTEM INSTALLED AND THEY HAVE BEEN CHARGING ME FOR A SERVICE THAT I CAN'T EVEN USE.

  

  Business Response

  Date: 01/26/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ************. We apologize for any frustrations or inconvenience ************ has experienced. As a courtesy, we are going to reduce the cost of the installation fee from $150 an hour to $75 an hour. We will also be temporarily reducing his monitoring rate to $49.99 for the next 3 months. If ************ finds this offer to his liking, we are than happy to contact him directly to have his install scheduled. Please feel free to contact me directly should you have any further questions regarding this complaint.
  
  Kind regards,
  Kiara 

  Customer Answer

  Date: 01/27/2023

   
  I am rejecting this response because: I have been waiting for months to have this system installed. The months of service that CPI was charging me for service when I couldnt use the service should cover the installation a few times over. The 3 months of service for $49.99 I guess will accept, not fair but will accept. 
  
  

  

  Business Response

  Date: 02/02/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ************. We apologize for any frustrations or inconvenience ************ has experienced. As a courtesy, we are going to waive the cost of the installation fee of $150 an hour. We will also be temporarily reducing his monitoring rate to $49.99 for 1 months. If ************ finds this offer to his liking, we are than happy to contact him directly to have his install scheduled. Please feel free to contact me directly should you have any further questions regarding this complaint.
  
  Kind regards,
  Kiara 

  Customer Answer

  Date: 02/02/2023

   
  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. Please have them give me a call or email me.
  
  Thank you. 
  

• Initial Complaint

  Date:01/17/2023

  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.

  Date 01/14/2023 Cpi sent tech to my home to repair a malfunctioning garage door opener (lift master module) tech was uncesseful , and informed me that CPI was having issues with their garage door opener modules and that he would put all in notes . That was not the case I received a email receipt of his visit notes was incorrect and where it ask for a customer signature there is a signature in their which is not mine. 3 weeks prior CPI would not answer phone said I needed to text did that they could not fix, then a Rep called attempted to walk me through repair on phone did not fix it set up the appointment for tech above 1/14/2023 Tech name *********************** *************. ****************************************************** I have looked on app and paper for a account # could not locate one

  

  Business Response

  Date: 01/17/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ***********We apologize for any inconvenience ********** may have experienced. Our records indicate that we spoke with ********** yesterday, January 16th, and was able to get him scheduled for a service appointment on Saturday. We feel this satisfies this complaint. Please reach out if you have any further questions.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 01/18/2023

   
  I am rejecting this response because: Yes, this response from the business is correct. But i do not want to close my ticket until after *** has kept their appointment and all services are repaired and an explanation why my Signature was falsified this is an alarm company i take very seriously at this point all I have only an appointment for Saturday 1-21-23 to try to repair nothing has been done as of yet.
  
  

• Initial Complaint

  Date:01/11/2023

  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 Monday evening my alarm system with CPI had a total meltdown with several problems causing alarm notifications to continue at regular intervals. I first contact them by phone. 30 minutes on hold and no one picked up. Then I used their "live chat." An hour before someone responded. Then I was told someone would be here on Thursday or Friday. I explained I had mandatory work engagement on Thursday and Friday. They texted they'd be here Tuesday or Wednesday. I took off work. No one showed on Tuesday. I was then told via text/live chat someone would be here between 8:00 - Noon on Wednesday. No one showed up. I texted back and was told I was never on the schedule but could get to me next Monday. Between the problems with the ***'s derogatory comments a few years ago and now this total lack of integrity when it comes to service, anyone who is thinking about an alarm service should look at another company. I couldn't get out of my contract when the *** broke public trust. I am 5 months away from the end of my contract and I will be taking my business elsewhere. You should, too.

  

  Business Response

  Date: 01/12/2023

  Dear BBB,
  Thank you for your assistance in forwarding the complaint submitted by *************** We apologize for any frustrations or inconvenience ************** has experienced. We have reviewed the account history associated with ************** monitoring and determined the following: *************** reached out to CPI on January 9th, 2023, stating her smoke detector was reading low battery and chirping after she replaced the batteries. CPI Security offered instructions on how to correctly change the battery in the smoke detector for the beeping to stop. *************** then asked if we could send a technician on January 10th, and we advised that we put in a request to see if we can get an appointment for her because January 10th was not available now and if we had an appointment available our operations team would contact her directly for confirmation.  We offered to remove the devices from programming so that the devices would not beep until a scheduled appointment is confirmed, *************** declined our offer and wanted to wait until the appointment is confirmed. It appeared in our system that the appointment was scheduled for 1/11/2023 but it was not. We communicated the escalated service request steps to ***************, Apologize for the confusion and offered to schedule her for Friday January 13th, 2023, and offered to credit her account due to the inconvenience. *************** declined to reschedule her appointment and the credit that was offered. We are more than happy to get her rescheduled with the next available appointment. We apologize if this is not the outcome *************** was looking for, but we do believe we resolved this complaint in an amicable fashion,
  
  Kind regards,
  *****

• Initial Complaint

  Date:01/06/2023

  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.

  On 11/17 I contacted CPI Support Representative to update my EFT Draft Account. I was assured this was processed and completed correctly. I then transferred all remaining funds to my new Financial Institution. On 12/20 CPI withdrew funds from my old account that had no funds thus costing me an overdraft fee. On 12/27 I contacted CPI and was informed it was their error and they would correct it by crediting the bank overdraft to my CPI Account. On 12/30 they took out another charge to my old FI. Thus resulting in another overdraft fee. I contact CPI and was told they will have a member of ****************** call me. Its now 1/6 and I have yet to get that call. I have tried calling numerous times and the automated system voices incorrect information. I was told I would get a call back within 3 minutes. That was 6 hours ago. I tried calling again, was told 53 minutes. They are failing to call their customers on their error. I have now a past due balance with them with Late Fees and owe my bank 64$ in fees.

  

  Business Response

  Date: 01/09/2023

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ******************. We apologize for any inconveniences ****************** experienced. Our records indicate that we spoke with ****************** on January 6th and received proof of the overdraft fees. We are waiving the $20 payment return fee on our end and also crediting the account for the $64.00 overdraft fees. Mr. ******** billing information has also been updated.  We feel this satisfies this complaint. Please let us know if you have any questions or concerns.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 01/14/2023

   
  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:01/06/2023

  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.

  A CPI Security Representative (*****) came to my door asking me if I wanted to sign up for security through CPI since the previous owner had left the security equipment. I told ***** that I wanted to shop around to find a security system with the best price. ***** told me that I could sign up for a month-to-month security plan so that when I had the time I could shop around and cancel CPI whenever I wanted. With that being said, I did shop around and found a cheaper security option and called CPI customer service to cancel. The customer service representative said that ***** signed me up for a 39-month contract. I immediately called ***** and he remembered our conversation, and said that it was a mistake on their end and that he'd get his manager on it. I have reached out to both ***** and his manager (****) since then, but no one will call me back to fix my contract.

  

  Business Response

  Date: 01/10/2023

  Dear BBB,
  Thank you for your assistance in forwarding the complaint submitted by Ms. ********** We apologize for any frustrations or inconvenience ******************** has experienced. On Monday,January 9th ******************** spoke with CPI Securitys Sales manager and was able to retain ******************** as customer with a new agreement for 12 months at $24.99 monthly. We believe we have acted in an amicable fashion to resolve this complaint. Please feel free to reach out to me directly should you have any questions or concerns.
  
  Kind regards,
  Kiara 

• Initial Complaint

  Date:12/19/2022

  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 sold my home back in June 2022. I had spoke with CPI about cancelling my service and was advised it had been cancelled. I short time later it was discovered they cancelled the wrong account and had actually cancelled my fathers account, who has the same name as I do. A second call was made and my fathers service was restored and mine was supposed to be cancelled at that time. Today, 12/19/22 I noticed the account has still been active and they continued withdrawing money from my account. When I called them they say they have no record of me calling to cancel and that I was supposed to fill out paperwork and give a 30 day notice. I was never sent any paperwork before, and it also didnt require paperwork for my fathers service to have been turned off. I simply want my money refunded and the service at ************************ to be disconnected. This was my third call to them to have my service disconnected. I do not have any recordings of my calls, however I can obtain phone records where I did call them and the length of the calls if this would be helpful. My current address is ************************, and the address where the service needs disconnecting is ************************. This was the initial confusion and why my fathers was turned off instead of mine. Or at least thats the reason I was given at that time.

  

  Business Response

  Date: 12/21/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ****************. We apologize for any inconvenience **************** has experienced. We reviewed the account history associated with **************** and have determined the following: Mr. ******* home sold in June 2022. We sent *************** a cancel letter. As a result, this account will be terminated in its entirety and we will refund drafts from July 2022- December 2022. This will be a total refund amount of $281.40. Please let us know if you have any further questions.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:11/30/2022

  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.

  Cancellation was requested on 11/29. I was on a call for 40 minutes without an answer. Then did it through chat support. There was no email confirmation of the cancellation request but I have the chat transcript. I have no contract with CPI and have been using their service for 7+ years. Now they are going to bill me another month because their cancellation process is slow. This is not ethical

  

  Business Response

  Date: 12/07/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Mr. *************** We apologize for the inconvenience Mr. ************** experienced during his request to terminate services. Although we would hate to lose Mr. ************** as a customer, our cancellation department is prepared to reach out to Mr. ************** today to get this matter resolved. Please let me know if you have any additional questions.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:11/28/2022

  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 cancelled my service with CPI security in August, 2022, however, they continue to debit my account for billing. Have spoke to them twice to correct to no avail. I am paying for an account that I do not have!

  

  Business Response

  Date: 11/29/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding  the complaint submitted by **************. We apologize for any frustrations ************ experienced during the process of terminating his services. Our records indicate that we spoke with ************** on the morning of November 26th and advise that there was no cancel letter signed. ************** electronically signed it while on the phone with the representative and the account was terminated. We advised ************** that he will receive a refund. We feel this satisfies this complaint. Please let me know if you have any questions or concerns.
  
  Kind Regards,
  *********************************