Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
My BBB
Better Business Bureau®
For Businesses
Share
Business Profile

Burglar Alarm Systems

CPI Security Systems

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for CPI Security Systems's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

CPI Security Systems has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 237 total complaints in the last 3 years.
    • 77 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/31/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      10/28/2022: Tech came early to replace doorbell camera. I was not texted with his name or ETA as promised and he did not offer any ID on arrival. Tech ripped router off the wall [unnecessarily] leaving wall damaged. Tech left parts all over the front porch include MAC ID of doorbell camera. Tech left without checking anything--customer REQUESTED validation of items changed and had to check camera herself, later finding that the doorbell no longer rang inside the home when pushed. Inspection of the work done found wires a mess, circuit board hanging loose and wiring done backwards. Call to support was useless. [as it always is] and now customer must wait over a week to have the problem fixed the right way and MISS time from work to meet with CPI. Customer had a working system before they arrived for a simple replacement; now we are broken. Customer support said 'it is not a big deal' and said they would call on Saturday to let me know the status. They did not call--as usual. Being with CPI more than 20 years has only gotten worse and worse. You can't even find out who is in charge; you are at the mercy of nasty customer support reps who will say.. 'I am it'. If you ask for a supervisor..good luck. They will attempt to call ONE TIME maybe..and will not give you a time or callback number...and they usually call the 'wrong' number. I have now given up my weekend hoping they would call, missed 1 day of work and also will need to miss another on 11/10 if they ***** me with their presence... This has also caused me to cancel a business trip on this day. The $$ I am in the hole over a simple doorbell replacement is astounding..and they really do not care. They have made that very clear. This all started from a billing issue on THEIR END ... and then in discussion they offered to replace the doorbell..and as usual... a mess resulted... when our alarm goes off... they never even call..I doubt monitoring is even working...

      Business Response

      Date: 11/01/2022

      Dear BBB,

      Thank you for your assistance in forwarding the complaint submitted by *************. We apologize for any frustrations ************** may have experienced. We have thoroughly reviewed the account history associated with ************** and have determined the following: We sent a technician to Ms. ****** home on October 28th to upgrade her existing doorbell with a newer model. This upgrade normally is $249+tax, however, we offered ************** a promotion in which we discounted it to $99+tax. Shortly after the technician left, ************** contacted us to to advise that her doorbell chime was not working, she did not like the way the chime box was wired and that she was not satisfied with the technicians work. The representative advised ************** that our operations team will work to route a new technician out. The representative also offered ************** 2 months free of monitoring for the inconvenience. A year free of monitoring is not a feasible settlement.  We had a technician out to Ms. ****** home yesterday, October 31st. The technician advised that when he was onsite, he was able to resolve all issues. ************** has never made us aware of any damages the initial technician caused other than in her better business bureau complaint. As a result, our Quality Control team has attempted to reach out to ************** for an onsite assessment of any damages. However,they had to leave a  voicemail. We look forward to hearing back from ************** to resolve her issues. Please let me know if you have any further questions or concerns.

      Kind Regards,
      *********************************

    CPI Security Systems is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    More InformationWhy choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.