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

  2456 Remount Rd STE 307 North Charleston, SC 29406

  
• 

  CPI Security Systems, Inc

  7003 Pelham Rd Ste A/B Greenville, SC 29615

  
• 

  CPI Security Systems, Inc.

  7019 Albert Pick Rd Ste A Greensboro, NC 27409

  

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:03/14/2025

  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 find that this resolution is satisfactory to me.
  
  Thank you. 
  

  

  Business Response

  Date: 03/20/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ******* We apologized for any inconvenience or frustration that Mr. ****** has experienced. I had the pleasure of speaking with Mr. ****** this morning regarding his most recent experience and concerns. Mr. ****** currently has a camera that was install incorrectly. I have waived the trip fee and scheduled a technician to come out and address all issues.  Please let me know if there is anything else we can do to be of assistance, and well be happy to help.

• Initial Complaint

  Date:03/08/2025

  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.

   
  I am rejecting this response because:
  

  I reviewed the response and disagree with the information that was provided.

  The original request for cancellation of service in 2022 included language which stated

  that I have access to the monitoring system at ******************************************************

  At that time, my monitoring was turned off. This included the current residents not 

  having a code to the alarm system. I was told that they are not able to utilize 

  the alarm system, and that it was powered down. It was communicated from CPI Security 

  that the monitoring systems are down. At this point I requested a few months to push off

  the payment of my equipment contract, and CPI Security was happy to do so. There were no charges for

  those months as there was no monitoring. This only started after the equipment 

  contract period ended in August 2024. There were no charges ever billed for monitoring.

   

  I have included documents with the contract I just received at my current address,

  and a letter with the notice that the service will be discontinued on March 3, 2025.

  I have spoken to many representatives requesting a final bill to be sent to my current address.

  The bill should reflect the amount owed on 2/27/2025 for $21.49 and state FINAL BILL.

  Once I receive the final bill without any additional fees, I am happy to sign a contract that does

  not allow for additional charges to be included outside of the final bill. I terminated the monitoring

  when the service was shut down by CPI Security.

   

  The issue at hand is that CPI Security continues to add monthly charges even though there is no

  Permit for the system at that location. I do not have any rights to have a system at the property.

  I am not legally allowed to monitor the property and notified CPI that the permit was no longer valid.

   

  I have attempted to work with CPI Security to cancel the service and resolve this issue, but I have

  not received a single bill at my current address as requested. I continue to have additional charges put

  on the account after their own letters state that the service is discontinued. I only received the contract

  termination letter a week ago, but it did not include the final bill as requested. 

   

  Please let me know if you need any additional information.

  Thank you for your help with this matter.

   

  ******* ****

  
  

  

  Business Response

  Date: 03/14/2025

  Dear BBB, 

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

  

  Business Response

  Date: 04/28/2025

  Dear BBB, 

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

  Customer Answer

  Date: 05/16/2025

   
  I am rejecting this response because:
  

  I have attached the documentation and correspondence to CPI regarding the unauthorized charges and billing issues.

   

  Page two through four in the attachment include my formal cease and desist letter with the certified tracking number.

  The tracking number shows the delivery:

   

  Your item was delivered to the front desk, reception area, or mail room at 10:51 am on April 28, 2025 in *********, *********

   

  Since this letter was sent, the only correspondence was the first bill I have received at my current address. CPI was made aware of

  this address change in October of 2022. The first page in this attachment shows a bill of $21.49. As soon as my bank started the investigation into unauthorized

  charges (see page 8 for the billing dispute ID), I received a letter with the notice that my service will be terminated. This letter was sent prior to

  the bill for that amount. The final notice was sent on 3/3/2025 and the bill for that same amount on 3/4/2025. 

   

  Here are the bills that are included in the correspondence:

  2/27/2025:   $21.49

  3/4/2025:     $124.37

  5/6/2025:     $569.72

   

  No service has been provided since April 2022. The cancellation letter sent from CPI is included in the attachment on page 5.

  I am not legally able to sign the contract termination as I am not a legitimate owner of the system or property. 

  There has also been a lot of confusion on the billing as the termination letter was sent from CPU on 3/3/2025 terminating the service.

  I have requested to get the final bill (stating final bill) for $21.49 from the 2/27/2025 bill attached. The latest bill for $569.72 shows 

  mostly chargebacks from the investigation where CPI's merchant account manager agreed to refund the unauthorized bills. 

   

  There have been many conversations with CPI and I have been told multiple times the monitoring was not happening and

  the system was turned off and powered down. On 3/20/2025, I spoke with ******* and was told that the account was notated

  and to have a good day. In November of 2022, I was told the account was suspended and that the owners of the

  property are not able to utilize the services, the system is powered down and the monitoring services are now down.

   

  CPI needs to respond to the cease and desist letter with the requested information. I have not received a response from this correspondence.

  All that needs to happen is for CPI to send the final bill as of 2/21/2025 without any chargebacks of service fees since the completion of my

  obligation for adding one camera prior to moving. This was paid off in August 2024.

   

  Please let me know if you have any questions.

   

  Thank you,

  J. ******* ****

  
  

  

  Business Response

  Date: 05/19/2025

  Dear BBB, 

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

   

• Initial Complaint

  Date:03/06/2025

  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: there was not anything captured from CPI for them to even know where the thief entered the property. Also, they stated the camera was stolen when it was not.  They had time to stand on a bin facing front and spray paint the camera.  *** is a fraudulent company and Ill make sure my referrals cancel as well. I am in the midst of further discussing the topic with legal. They need to understand they breached their contract of failing to provide me with the surveillance I was paying for! 
  
  been given the run around that someone will contact me back, aside speaking with the manager ***, that tried to offer additional equipment for me to remain in contract, no one has gotten back to me to cancel at no additional cost to me. It has almost been another week!

  

  Business Response

  Date: 03/11/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ************** We apologized for any inconvenience or frustration that Ms. ************* has experienced. After further research, it's been determined by our QC team that the individual came from behind the camera and spray painted the Lense in which enabled the camera from recording anything. At that point the camera itself was stolen along with other merchandise. We're extremely sorry this event happened to Ms. ************** Our original offer to help Ms. ************* during this situation was replacing the exterior camera at a discounted price and to reach out to her insurance company and file a claim, but she declined both options. Ms. ************* wanted the camera that was stolen to be replaced at no cost. A QC Manager approved to replace the camera at no cost, along with adding on another exterior camera and two 24/7 SD cards at no additional cost. Customer later on declined this offer as well and decided to move forward in canceling service. Due to the findings of the event after extensive research, *** will not waive the remaining balance of the contract. I spoke with Ms. ************* today and made her aware.  Please let me know if there is anything else I can do to assist you and Ill be more than happy to help.

  

  Business Response

  Date: 03/14/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ************** We apologized for any inconvenience or frustration that Ms. ************* has experienced. After extensive research on the event, and the information we've gathered. *** will not waive the remaining months of Ms. ************* contract. Please let me know if there is anything else we can do to be of assistance, and well be happy to help.

  Customer Answer

  Date: 03/14/2025

   
  I am rejecting this response because:
  Overall a terrible company! Nothing more to say. Ill continue to give them their terrible reviews on all platforms. 

• Initial Complaint

  Date:02/28/2025

  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.

  When initially researching security companies I spoke with ******* ****, a salesperson working for CPI Security. One of my top concerns was the contract element of the services provided. I told ******* **** I would not be living at the house the full contract length and moving into an apartment which wouldnt allow me to transfer services and I didnt want to proceed if there would be any issues cancelling without penalty prior to the contract having ended. I told him I would be utilizing the home as an investment property from that point forward and would need to cancel services. He reassured me that this would be no issue, I would be able to cancel without any hassle nor penalty at any time so long as Im moving somewhere I cant bring services. On 2/28/25 I call in to cancel the services as I will be moving out the end of April 2025. Im now encountering issues with the company attempting to keep me under contract. I understand due to the illegal sales practice this contract would be void.

  

  Business Response

  Date: 03/05/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. **************** We have had the opportunity to review the voiceprint of the interaction between Ms. ********* and her sales representative. Ms. ********* was told about the full contract and equipment terms for 39 months. The representative did advise of the $99 removal & $99 reinstall fee to transfer the services, if she was to move and take the system with her during those times . The length of the contract was also repeated and confirmed at the end of the call as well. It is also outlined in the signed contract that if the account is defaulted for any reason, the equipment and monitoring fees are still due.
  
  Kind Regards,
  ******** ********

• Initial Complaint

  Date:02/24/2025

  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: While CPI has finally reached out, there is no plan in place and original issue still exists.  At the moment our building is not protected by CPI but we continue to pay our bill, over $57,000 total since the issue was first reported.  Some people in CPI believe that I have agreed upon an upgrade but that has never been agreed to and the lack of a proposal makes it impossible to agree to it.  Twice over the last week I was told I would get a call back, but I did not receive a call back.
  

  

  Business Response

  Date: 03/03/2025

  Dear BBB, 

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

  

  Business Response

  Date: 03/13/2025

  Dear BBB, 

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

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service 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 June of 2024 I purchased cameras and a security system from cpi. They were installed In June. The cameras cost me $902.02. The cameras did not work properly. After many many phone calls with *** they agreed to refund me the $902.02 after they retrieved the cameras from my property. They retrieved the cameras in November 2024. It is February 24, ************************************************************ speak to a supervisor. Every time I call they tell me they will call me back and I never receive a call back. OR they tell me my refund has been processed and will be in my account on a certain date but when the date comes I dont get the refund.

  

  Business Response

  Date: 02/28/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mrs. ********* We apologized for any inconvenience or frustration that Mrs. ******** has experienced. Customer purchased cameras from CPI back in June 2024 and paid $902.02 in total. The cameras didn't work properly, and Mrs. ******** called in multiple times regarding the issues. After receiving multiple troubles from the cameras, we agreed to refund Mrs. ******** the full amount she paid ($902.02). We sent a technician out to collect the cameras in November 2024. Mrs. ******** called in Jan 2025 stating she still hasn't received her refund. The account we originally took the payment from was closed, so we verified another account to send the refund to. I called Mrs. ******** this morning and confirmed that she has finally received her full refund amount of $902.02. I asked if she had any further questions or concerns, and she stated none at this time. Please let us know if you have any further questions. 

• Initial Complaint

  Date:02/21/2025

  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:
  
  ****** from CPI did not inform me that I would be receiving a cancellation request via docusign. And the cancellation request that was sent to me and I signed clearly says that my services would stop on 09/30/2024 but kept charging my account till Feb 2025.

   

  thanks,

   

  Kamal

  
  of CPI equipment. Unfortunately, the account I chose to pay for *** is not my primary and I dont check it very often. Today, I logged into the account and noticed that I still have been getting billed and I'm paying for CPI each month. I called and spoke with their customer service who told me that its because I did not sign the cancel letter. I did not realize when they sent the email to me with a docusign link because I was not expecting it. They sent me a new one and I did sign, which clearly states that the service would end on 09/30/2024. SoI asked them to refund all the money they charged since October because the letter says *** did not provide any service to me during this period and denied saying I did not sign the cancel letter.Even if I did not sign the letter, my email in August clearly confirms my decision, the cancel letter clearly says I did not have service from CPI since October and *** never responded to my email or called me to explain the process.

  

  Business Response

  Date: 03/03/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by *********** We have reviewed the account history and reviewed all the interactions and voiceprints. On August 22, 2024, The customer requested to cancel services. The representative advised that she is going to send a cancel letter to his email and explains can take up to 30 days to process so would need to sign it as soon as possible to get the process started. She advised Mr. ***** that it is a DocuSign document and would require an electronic signature. We did not receive the cancel letter until February 21st. As outlined in the signed contractual agreement, this cancel letter is needed in order to terminate the account. No refunds are warranted.
  
  Kind Regards,

  

  Business Response

  Date: 03/04/2025

  Dear BBB,

  Thank you for your assistance in forwarding the response from Mr. ****** All of the information that I provided was discovered via the voice print of the call on August 22nd. Mr. ***** was advised that the docusign was needed to begin the cancellation. As previously advised, no refund is warranted. We apologize if this is not the response Mr. ***** desired. 

   

  Kind Regards,

  ******** ********

• Initial Complaint

  Date:02/21/2025

  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 contacted CPI Security System regarding an issue that I have with the security system that is installed in my home. I reached out to them on February 10, 2025 advising them that I wanted to an interior camera inside my home to be uninstalled, as well as, to check on the connectivity issues that their cameras (which are installed in my driveway and in the backyard) were having. The representative, ********, advised that a technician would come to my home on Wednesday, February 19, 2025. The representative, ********, further advised that *** has a way where they can provide me a router where it would take data bandwidth off of my internet connection and be able to go through their data routers. However, this was not the case. The technician, *******, who came out on 2/19/2025 provided me with a Deco Router, to boost the signal strength. In the course of installing this router, which was placed in the garage, it knocked out connectivity of my other two cameras (the driveway and backyard) offline. I called twice that same day to advise CPI of the issue. The first representative prompted me to reset the cameras by unplugging them for 10 seconds but that did not work; thus, they scheduled an appointment for me to do a virtual technician appointment. This representative told me that they were surprised that the field technician who came out did not check the system before leaving and had not documented their visit to my home properly. Nonetheless, I requested for a supervisor call as I was unhappy with this resolution and that they would call me within an hour since no supervisor could field my call during this time. I got no call. Now, I have wasted well over three hours on this day alone to remedy the issue to no avail. Then, I called on Thursday, February 20 at 12:12 PM and spent 48 minutes with another rep ****** to get to speak with a Supervisor (Mercedes). PLEASE GO TO THE ATTACHED FILE FOR FURTHER EXPLANATION

  

  Business Response

  Date: 02/27/2025

  Dear BBB, 

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

• Initial Complaint

  Date:02/04/2025

  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.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: SECURITY Account #: **********Balance: $1,030.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.FTC Personal Statement After thoroughly reviewing my credit report, I found unverified items that are harming my credit profile. Despite multiple disputes, the investigations conducted have been inadequate, and no corrective measures have been taken.Under the Fair Credit Reporting Act (FCRA), I have the right to challenge inaccurate or unverifiable information and have my credit report updated to reflect accurate data. I am requesting a comprehensive investigation into these items and ask that they be promptly removed from my report.

  

  Business Response

  Date: 02/07/2025

  Dear BBB,

  I believe this complaint was sent to us in error. We do not have any record of involvement with Mr. ******* All of our inquiries would state "CPISECURITY SYSTEMS". Please have Mr. ****** verify which security company he has been involved with. 

  Thank you,

  ******** ********