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

  1673 Dividend Loop Myrtle Beach, SC 29577

  
• 

  CPI Security

  531 Clemson Rd Columbia, SC 29229

  
• 

  CPI Security Systems

  2456 Remount Rd STE 307 North Charleston, SC 29406

  

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:09/14/2022

  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.

  Due to the job relocation, I moved to another city and decided to cancel the CPI security service (which opened in 2018/09). I called the *** representative for the cancellation and then I was told to pay the cancellation fee with the total amount for the rest term. However, I was told by the initial sales representative back in 2018 that I could cancel anytime after the equipment was paid off and never mentioned a term limit especially since it would be such an excessive term limit of 60 months or I would not have gone for it. ***'s contract practice is totally unethical !!!

  

  Business Response

  Date: 09/14/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by **************. We apologize for any inconvenience she has experienced through her relocation. We spoke to ************** yesterday, September 13th,and advised that if she can send us proof of her relocation and next residence then we will submit for approval to have her early termination fee waived. Once we receive these documents, her request can be reviewed. Please let me know if you have any further questions or concerns.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:08/30/2022

  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.

  To whom it may concern: I signed a contract with CPI on 8/4/22, but by the 8/6/22 contract because of the installation issues. They came and made right, but I wanted an inside camera and they said that they would add it on for free although I didnt mind paying for it a 40% discount, so another contract was made which increased the price to $5.00 more for the extra camera. In three days I canceled the second contract because I didnt like that they transferred my signature from first contract to the second contract without prior approval. On the 8/27/22 I accidentally set off the alarm and it took me three or four tries to put in my code and after 30 minutes nobody called me from the company to make sure that everything was okay. I email and called them several times to get their system because it doesnt work. It seems to me that not only did I canceled the contract, but they also made the contract void when they didnt serviced me. They are not wanting to cancel my contract.

  

  Business Response

  Date: 09/06/2022

  Dear BBB,
  Thank you for your assistance in forwarding the correspondence submitted by *********. Upon further review of the account with the sales rep and inside sales supervisor. We have decided to rewrite Mrs.********** ******** to include the interior camera at no cost. We will reach out to *********************** directly to schedule an installation date and email her a new agreement. We sincerely apologize for any inconvenience this may have caused and look forward to providing a satisfactory resolution. Please feel free to contact me directly should you need any additional assistance regarding this matter.
  
  Kind regards,
  Kiara 

• Initial Complaint

  Date:08/30/2022

  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.

  I have a CPI Alarm system. The panel stopped working on Friday. My husband called CPI. Spoke with a representative who advised a technician would be out on Monday between 8am and noon today. I called CPI for an update on the technician coming to my home and was advised the technician is scheduled to come out on Thursday Sept 1st. I advised that a Sept 1st appointment date is unacceptable. I have had no security system all weekend. Now they are trying to extend my appointment another 4 days.

  

  Business Response

  Date: 08/30/2022

  Dear BBB,
  Thank you for your assistance in forwarding the correspondence submitted by **************************. Upon further review of the account, it has been determined that ********************************* complaint has been resolved by our customer support team. ************************ service appointment was completed and resolved 8/29/2022 to address the issues related to her security panel.  We sincerely apologize for any inconvenience this may have caused. Please feel free to contact me directly should you need any additional assistance regarding this matter.
  
  Kind regards,
  Kiara 

   

• Initial Complaint

  Date:08/22/2022

  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.

  Unwilling to work with me. Says I have signed a monitoring contract for something like 60 months. I only signed a contract for the equipment with has already been paid off. Not having a monitoring contract was the only reason I went with CPI over ADT. Contract they have said it was signed with DocuSign but I have no record of the contact in my DocuSign account. I only remember signing something with the sales rep at my home, which was for the equipment. The Equipment has been long paid off. I would have never signed a monitoring agreement with them for 60 months because I knew that I would not be at that location for that long of a period of time. They are forcing me to pay them $420 to cancel my service or they will issue a nonpayment with the credit bureaus. This business is a scam and is charging people for things they never signed for. I would suggest a full investigation as it seems others have had the same issue. I have also filed a complaint with the ** **************************** of ******** Protection.

  

  Business Response

  Date: 08/24/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ******************. We have spoken with ****************** since the initiation of his complaint and were able to come up with a feasible solution. We feel this satisfies this complaint. Please let me know if you have any further questions.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:08/19/2022

  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 believe I was dupped, manipulated, and deceived by CPI Security/CPI Security Sales Representative for sales, service, and contract(s) practices that are deceptive, and excessive and was deceived into an excessive 60-month contract that is longer than most car loans and absolutely much longer than mobile phone contracts of 24-months and mobile phone equipment costs that are roughly the same cost as the alarm equipment charges that they over-charge for. I called in to retrieve my passcode since I rarely use the service and arm the system. Once I gotten pass security checks, I asked how much is left to pay and was told $295.20 for the equipment. Upon calling back to payoff the equipment and cancel service that I rarely used I was told that not only did I have to pay $295.20 for equipment payoff but was still under contract for another 16-months for the amount of $639.84. This is Excessive and they was not willing to work with me to resolve this with reasonable options except other than to pay for the full contract and just sent me a copy of the contract!!! I was told by the initial sales representative back in 2018 that I could cancel anytime after the equipment was paid off and never mentioned a term limit especially that it would be such an excessive term limit of 60-months or I would not have gone for it. Based on most other CPI Customers Ive spoken with only have a 36 to 39-month term so I believe I was dupped and manipulated into an excessive long-term contract by shady sales/service practices and want to payoff my remaining equipment charges and my service/term and remaining service costs be written off or at least significantly reduced to rid myself of CPI Security. I wouldnt recommend this company to anyone after these practices, their un-willingness to budge and work with people on providing more reasonable options/settlements to these issues not to mention how I and so many others have been treated by CPI Security.

  

  Business Response

  Date: 08/19/2022

  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 services and determined the following: December 11th, 2018, ****************** executed a 60-month agreement for equipment and monitoring services with CPI Security. In addition to the 60-month agreement,****************** opted to take advantage of our Smart Pay program where he would not have to pay for the equipment upfront but pay it off over 60 months. The equipment came to a total of $1,107.00. Mr. ******** initials are notated on the contractual agreement right beside the length of the contractual terms which confirms he was in agreeance to these terms.  ********************** security system was installed on 12/12/2018. Post installation, ****************** did not contact CPI Security with any questions or concerns regarding his agreement that was signed on December 11th, 2018. ****************** reached out to CPI Securitys customers for life on 8/18/2022 stating that he wanted to cancel his monitoring agreement because he was switching his security provider to ADT. He declined all offers made in attempt to keep him as a customer. At that time,****************** was advised that he would need to pay the remaining balance of the monitoring agreement in the amount of $639.84 and $295.20 for smart pay equipment plan. ****************** advised he did not agree with the cancellation terms and should only be responsible for his equipment. CPI Security emailed ****************** his agreement to review once again and offered to match any deals that ADT was offering. He advised that he follow up with CPI Security.  To satisfy the account, ****************** would be responsible for paying the remaining equipment charges and the past due monitoring charges. This would be a total of $935.04.Please reach out to me directly with any further questions or concerns,

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17739986
  
  I am rejecting this response because: 

  For one, I'm not behind on any charges for either the equipment or the service. This gets automatically drafted from my checking account monthly so I'm fully up-to-date and still in good standing.

   

  Second, yes, they did offer additional equipment to match ADT offer but they required another 36-month contract beyond the existing 16-month contract which was unacceptable and not going to happen to me again!!! 

   

  I was deceived and manipulated into 60-month contract by deceptive sales practices by their salesman. I was never told that it was a 60-month contract or I would not have signed it. I was told by the salesman that it was 48-month contract not 60.

   

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

  

  Business Response

  Date: 08/29/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by ******************. ****************** is correct that his account does not have a past due balance and that he is on the checking draft. In order for us to provide the additional equipment , a contract renewal is required.  As previously mentioned, Mr. ******** initials are notated on the contractual agreement right beside the length of the contractual terms which confirms he was in agreeance to these 60 month contractual agreement terms. If ****************** terminates the agreement, an early termination fee and remaining equipment balance is valid.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:08/12/2022

  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 have been paying for service since January for services I have not received. I have called, and sent in emails about my service not working. My cameras, motion sensors, smoke alarms etc nothing has been working. I have been paying monthly and my cameras have been offline since 1/16/2022. I don't understand why I'm paying for services I'm not receiving

  

  Business Response

  Date: 08/16/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ******************. We apologize for any issues that she has been experiencing with her equipment. We have spoken with ******************, August 12th,and she advised of  the camera issues that she is experiencing. We were able to get ****************** scheduled for a technician and also are giving her $30 off her monitoring **** for the next 3 months. For clarification, our records do not show that we have spoken to ***************** since November 2021. We feel this complaint is satisfied. Please let me know if you have any further questions.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17707228
  
  I am rejecting this response because:
  I have contacted them numerous time via email and text.  They all came out in Novemebwe 2021 and by January 16, 2022 it was out. This kept being an ongoing issue. If this happens again I just want to cancel my contract because I've spent $420 on a **** these last few months that I didn't receive services for. So why am I being charged for services when I didn't receive them? I shouldn't have to keep going through the hassle of calling every few months. I don't understand how they don't have record of us troubleshooting numerous times as well. I just don't want to be a customer anymore after going through this. This whole time I thought my house was secured and it's been offline. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/17/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by ******************. ************ system has been monitored since she was installed in August 2021. When ************ cameras went offline, our system automatically generated a push notification and an email to ******************. The cameras can go offline for a couple of different reasons including interruption in the internet service. When we heard from ***************** and she expressed she was experiencing issues with her cameras, we scheduled a technician. The technician will able to determine the cause of this and to get her cameras back online. In addition,  a credit for $30 off the next 3 months have also been applied.
  
  Kind Regards,
  *********************************