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, Inc.

  5150 McCrimmon Pkwy Ste 401 Morrisville, NC 27560

  
• 

  CPI Security

  531 Clemson Rd Columbia, SC 29229

  
• 

  CPI Security Systems

  38 Rosscraggon Rd Ste D Asheville, NC 28803-1165

  
• 

  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:05/17/2025

  Type:Product 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.

   
  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. 
  times, being given the run around several times, after pleading my case for several hours on two separate occasions, I was finally transferred to a supervisor. I explained the issue to the supervisor (*****) who looked into my account. He saw that for some reason, and mistakenly, CPI had set up an additional account with my address and had charged me in error. He said that he would take care of that issue immediately and remove the charge from the account. I assume he did but I do not know. He also assured me that he would cancel my account with CPI and refund the $119.88 that I had paid back in January for services I never received. Until now I have not received refund of my money. That was over three weeks ago--I was told I would get it within 7 to 10 business days. I have no idea if CPI has cancelled my account. Up to this point CPI has not followed through on their assurances to me. I'm asking BBB to intervene to hopefully get a resolution to this issue. I have receipts, etc.

  

  Business Response

  Date: 05/19/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Mr. ********* I have reviewed the account in its entirety. I have been working with our cancellation and accounting teams and was able to get everything expedited. I also tried to contact Mr. ******** via phone as well to advise that this had been taken care of and that he should be seeing the refund reflect his account.  We apologize for any inconvenience that *********** has experienced. Please let me know if you have any further questions. 
  
  Kind Regards,
  ******** ********

• Initial Complaint

  Date:05/17/2025

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and although they were able to send out a technician same day, it was only because I called the local salesman who sold me the system. *** Corporate was still telling us that May 27th was the earliest that a technician could come. The local salesman was able to ask a technician to come by same day. We still had a supervisor hang up on us, blame us for the mistake, and tell us that it definitely wasnt their system that it was the ***** The customer service was awful, but the ********************** system/thermostat itself is now working properly.
  
  Thank you. 
  the system they installed. They diagnosed this issue over the phone and refused to send a technician to my house. I am in my 60s, I have an elderly dog at home, and it is currently 95 degrees outside. This is unacceptable and honestly reprehensible and bordering on negligent.

  

  Business Response

  Date: 05/20/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ****** We apologized for any inconvenience or frustration that Mr. ***** has experienced. After researching the account, I see that our Operations team was able to successfully send out a technician on 517/2025 to address the issues Mr. ***** mentioned in his complaint. The tech notes state that the Thermostat issue has been resolved. The Thermostat is reporting no trouble conditions at this time. I've called Mr. ***** twice this week, today and yesterday to follow up and see if everything is still working properly. Please feel free to reach out with any additional questions or concerns and we will be more than happy to assist you. 

• Initial Complaint

  Date:05/09/2025

  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 am rejecting this response because:
    No one has reached out to me at all. This is proof of the unavailability for this company to comply with my customers request. I have attempted calling and I asked for the operations manager several times. so far neither the operations manager or anyone has reached out to my via phone or email. 

  

  Business Response

  Date: 05/16/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ******* We apologized for any inconvenience or frustration that Mr. ****** has experienced. After further researching the account, it looks like we have attempted multiple times to get the install completed for Mr. ****** and we have failed to do so. Our dispatch team had availability yesterday morning to complete the install, but we weren't able to reach Mr. ****** via phone call successfully. I've reached out to our Operations and Supervisor teams to gather more information on why we haven't been able to complete this job in a timely fashion. We will attempt to reach back out to Mr. ****** to get this rescheduled for him as soon as possible. Please feel free to reach out with any additional questions or concerns and we will be more than happy to assist you. 

  

  Business Response

  Date: 05/19/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ******* We apologized for any inconvenience or frustration that Mr. ****** has experienced. A solution was finalized today after speaking with our Sales and Operations team. Our team reached out to Mr. ****** today and made him aware that we'll have a technician onsite tomorrow 5/20/2025 to complete the install.  Please feel free to reach out with any additional questions or concerns and we will be more than happy to help.

  Customer Answer

  Date: 05/21/2025

   
  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:05/05/2025

  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 am rejecting this response because:
  I replied back to the cancellation letter on 4/11 multiple times telling the person that sent it that I could not open it. He was condescending in his response and refused to assist me. I received a phone call trying to collect money. I declined to pay it. I did not decline to cancel.

  CPI has said that they have sent another cancellation notice for me to sign. They have not. Again, they are making it impossible to cancel services and continue to twist the facts. 

  Thanks

  Dr. ******

  

  Business Response

  Date: 05/06/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ******* We have reviewed her account in its entirety. The first time that we were advised that Ms. ****** wanted to cancel her services was when she contacted us on April 11th.She stated that 2 years prior, she cancelled with a technician. The only technician who came to her home other than her original installation was on June 5, 2022.This technician came out regarding her doorbell camera. There are no notes to indicate that she desired to cancel services at that time. The services have remained active. When she contacted us on April 11, 2025, we advised that we needed notice of the cancellation in writing and that a cancel letter needed to be signed. Our records indicate that this was successfully sent on April ******* outlined in the contractual agreement, this cancel letter is needed in order to cancel services. We spoke with Ms. ****** on April 30th, the representative offered to get her to our cancellation team because the cancel letter had still not been received, and she declined. I have had our cancellation team resend the cancel letter to Ms.******* ***** to sign today. Once we receive this signed, we will terminate the services.
  
  Kind Regards,
  ******** ********

  

  Business Response

  Date: 05/13/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence by Ms. ******* I personally reached out to Ms. ****** following the most recent response to resend and confirm that she received the cancel letter. She was able to sign and send this back. As a result,her account will be cancelled in its entirety.
  
  Kind Regards,
  ******** Thompson 

• Initial Complaint

  Date:04/30/2025

  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.

   
  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. 
  had not been scheduled yet. I replied to their email for the contact information of the senior vice president of their department. I was told they did not give out that information. I tried to email them again yesterday and their server rejected my email address. The automated reply to me said Recipient email server rejected the message. I guess I got cancelled! I do have copies of all the emails if they are required.

  

  Business Response

  Date: 05/05/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Mr. ******** I personally reached out to Mr. ******* regarding this complaint and was able to provide him with an updated email address and scheduled for a technician to come out. Please let me know if you need any further assistance.
  
  Kind Regards,
  ******** ********
  

• Initial Complaint

  Date:04/30/2025

  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.

  Hi BBB,I'm writing this complaint out of sheer frustration because QEI refuses to let me cancel my subscription. I initially signed up with ************** back in 2021 when I built my house. My 3-year contract expired last year, and I'm beyond ready to move on.Every time I call to cancel or even say the word "cancel," their customer representatives suddenly become unhelpful. They insist on passing my information to someone else, but its all just smoke and mirrorsno one ever gets back to me! This ridiculous practice has been dragging on for months, and its infuriating that Im being forced to pay $50 month for a service I no longer want or need. I honestly need your help to address the unethical tactics QEI is using. Sincerely, ***** *********

  

  Business Response

  Date: 05/02/2025

  Dear BBB, 
  Thank you for your assistance in forwarding the correspondence submitted by Mr. ********** We sincerely apologize that Mr. ********* would like to cancel his services. We do not want to lost him as a customer, but we certainly do not want him to feel that he is being neglected of his right to cancel. We attempted to give Mr. ********* a call to see if there was any way we can save him as a customer, and if not, walk him through the cancellation process. We were unable to reach Mr. ********* at that time. If he would like to give us a callback, we can certainly discuss any issues that he may be experiencing that has lead him to want to end his services with us, or we can help him get the account closed. Please let us know if anything else is needed and we'll be more than happy to be of assistance. 
  Kind regards, 
  Chukiara ****

• Initial Complaint

  Date:04/18/2025

  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.

  In December, my bank account got hacked. I had to close it after ********************************* the *** updated my payment informationand thought I was good in January. I received a notice saying that I was late and they charge me a $20 return check fee. I disregarded it cause I figured I did something wrong and when I went ahead and paid the fee and processed payment then made sure that everythingwas up-to-date again. Come February same issue it did not come out the same account so therefore they hit me with another penalty. Ive been on with this since January its been charged a total of $60 in fee fees I just spoke with somebody they agreed to waive one $20 fee But do you over the year I paid them over $300 which with a crew to the amount that I would normally pay them for the theyre providing I have since gotten in contact with customer service and made sure the account is up-to-date through them versus through the app, but theyrestill saying I owe a balance. I want this corrected and all the fees waived. If there are a balance owed down, I want it sent to me an email for documentation cause I have no access to any of my bills on site andthey just emailed me the last bill. I dont like something being set up on automatic draft without at least knowing the amount a bill be an issue month I also have a problem with one of my smoke detectors upstairs, but theyre trying to charge me a fee to come out when I signed up they told me as long as I maintain the system they replace the equipment for of charge. I was never told Id be charged a dispatch fee. I understand if people have use it but for me to have service with them over 3 1/2 years and I have an issue and Im still charged a fee to come out as absurd minimum they shall allow one visit a year for a problem and a fee after that

  

  Business Response

  Date: 04/24/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ****** We apologized for any inconvenience or frustration that Mr. ***** has experienced. After further researching the account, Mr. ***** has been on automatic draft from 2022 through December 2024. Mr. ***** stated his account was hacked in December 2024 in which we weren't made aware of until ***** 2025. During that time our system was still drafting out the bank account that was compromised which resulted in "$20 payment return fees". Mr. ***** did pay the return fees from Jan 2025 - March 2025 and we waived the ***** 2025 return fee due to us being made aware of the situation. Our records show that Mr. **** made a payment through the *** app on ***** 7th. This payment went towards the monitoring balance for March $79.90 and a $20 payment return fee. The monitoring balance for ***** is still owed and that's why there's still a balance reflecting on the account. One of our representatives assisted Mr. ***** on ***** 18th and handled all billing issues. Mr. ***** has also been made aware of our Trip Fee charge since February 2024. We would be happy to schedule a service appointment to address any issues or concerns. I attempt to call Mr. **** twice to discuss his concerns but had to leave voice messages. Please feel free to reach out if anything else is needed and we will be more than happy to help. 

• Initial Complaint

  Date:04/09/2025

  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 am rejecting this response because: CPI has failed to honor their contract with me. The person in the email has only partial information. This is the first I have heard of her. She is correct in that I have spent hours with them on the phone since I moved. But she has failed to address that they lost my phone number and my repeated requests for assistance went unanswered. My equipment does not work correctly. I have not even armed the system since I live here because I have lost all faith in their ability to provide any service.

  I am not talking about sensors. When we finally made arrangements for a technician to come out here recently it was not even communicated as a priority. And under normal circumstances I am very reasonable and 30 minutes after a four hour window had expired wouldn't be so terrible. But I have to work. I have a job and a family. *** has failed me and my family and their commitment to my service. And me constantly have to call, fight argue, document and them give me these brief discounts is unfair and abusive. 

  
  ized.5.Unreliable **************** and Missed Appointments:The call center is now unreliable, and appointments, which were once timely, are now weeks out. In March, I was forced to take an entire workday off to accommodate an appointment that was later canceled without any prior notice. 6.Failure to ************* Obligations:CPI continues to insist that they cannot release me from my contract, despite repeatedly failing to meet their service obligations. I feel unsafe with the service provided, as the company has failed to maintain my contact information, secure my account, and fulfill their commitments.7.Failure to Add My Partner to the Account:When my partner, ******* *****, and I moved in together in October, he was supposed to be added to the account. This was not done, which has caused additional complications and unnecessary delays when attempting to resolve issues with CPI. This failure has only added to ongoing frustration with the company

  Customer Answer

  Date: 04/16/2025

   
  Dear Better Business Bureau,

  
  I am writing to formally reject CPI Securitys recent response to my complaint. Their ***ly is not only inaccurate, but continues to add to my growing frustration with this entire experience.

  
  CPI has ***eatedly wasted my time, energy, and patience. They have not correctly documented phone calls, lost my phone number at one point, not returned calls that a sales *** promised would be returned, not explained processes correctly, missed scheduled appointments, failed to communicate properly, and continuously fallen short in upholding their end of the contract. I am sorry if there was a miscommunication regarding sensors. But that is nothing to do with the real issues I am having. I have had to spend hours on the phone trying to get things resolved. Hours. This has been going on since October. The *** complaint just started this spring. Given this ongoing pattern of behavior, I have to ask: why am I expected to continue fulfilling the terms of a contract that *** is clearly unwilling or unable to honor themselves?
  Even more telling is the carelessness shown in their written response with major spelling errors and lacking any real sense of professionalism or accountability. This reflects just how little CPI seems to value me as a customer and the ***utation of their business. Whats truly upsetting is that it wasnt always this way. In the beginning, CPI provided a level of service and care that made me feel like I was getting value for this relationship and I encouraged others to use CPI. The relationship has entirely soured.

  
  I remain deeply dissatisfied and request that this complaint remain open. Thank you for your continued support in advocating for fair and reasonable treatment.
  Sincerely,
  ***** *******
  #********

  
  

  

  Business Response

  Date: 04/10/2025

  Dear BBB,
  
  Thank you for assistance in forwarding the complaint submitted by Ms. ******** We have recently responded to a better business bureau complaint by Ms. ******** partner ***** ***** for this same issue last week. When the previous complaint was submitted, we reached out to Ms. ******* to attempt to speak and rectify any issues that she was experiencing. Ms.******* refused any further assistance. For clarification, the transfer process from Ms. ******** previous home and new home were transferred correctly. The representatives provided Ms. ******* with all of the correct information. Ms.******* called in initially after the move upset because she wanted window sensors. We advised that there were no window sensors in the old home and that she would have to purchase new ones. She threatened to contact the Better Business Bureau about that. We waived the trip fee and also gave her a temporary rate reduction for 3 months at $9.99. This saved her almost $200. She was scheduled for a technician to come out on March12th between 8 & 12. The technician was running behind and we advised that the arrival time would be closer to 12:30. She reached out and told us to cancel the appointment. We tried to reschedule the appointment with her and she declined.
  
  As previously stated, we reached out to Ms. ******* and spoke to her in detail on April 2nd after her partner filed the initial complaint. Ms. ******* will be responsible for any early termination fees. We understand this is not the response Ms. ******* was hoping for, but we have not failed at our service obligations and are willing to reach out to her and have a technician come out to install the sensors.  
  
  Kind Regards,
  ******** ********

  

  Business Response

  Date: 04/16/2025

  Dear BBB, 

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

  

  Business Response

  Date: 04/21/2025

  Dear BBB, 

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

• Initial Complaint

  Date:04/08/2025

  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.

  We just had our system installed 90 days ago in a brand new home. We were given false information about the commitment involved with this security system by their sales **** ****** ******, who partners with our home builder, **********************. Make sure you read every line of what you sign with them because they lock you into a multi-year agreement that cant be canceled early without being paid in full. This wasnt explained to us and all the local supervisor offered us was to reduce our 60 month contract term to 36 months. We felt extremely scammed and misled by this company and by the builder that referred them and will not recommend them to anyone we know.

  

  Business Response

  Date: 04/15/2025

  Dear BBB, 

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

• Initial Complaint

  Date:04/08/2025

  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.

  Good morning back in June I was approached by a sales *** **** ***** in *********. He has such a great pitch I fell for the scam. When I asked him what would happen if I ever move, he said nothing. Well their tech came out and attempted to install 3 cameras, doorbell, and center console. It took him 15 hours day one, and then told me he had to come back. Made no sense, I know. Then after 3 attempts to get him back (I have documentation). He showed up and some what finished the job. He left huge holes in the walls, everything was crocked, and then told me I had to pay him $200+ dollars. I tried to reach **** and nothing. The *** told me I needed to pay or else. So i paid him (zelle and documented). Since June I have had several issues, and contacted ***. Well I am actually moving and when I called into CPI they are telling me its $1000 dollars and I would have to buy new equipment. I pulled the contract and no one should me where it states the fee of $1000. Also have recorded call with ***** I finally reached **** ***** and he told me he would get a supervisor involved. Well its been 4 months and I still get the run around

  

  Business Response

  Date: 04/14/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ****** We apologized for any inconvenience or frustration that Mr. ***** has experienced. The customer has contacted *** directly with this complaint and *** is currently investigating the allegations made. We will be in contact with Mr. ***** once a resolution has been made. Please let us know if any further assistance is needed.