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:08/27/2024

  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: yes, I did get irate when the technician that was here looked at the wires and said to ME. this is CPI and whoever the technician was before installed all these wires wrong. So when the tec called his boss and told his boss that CPI tec installed ****** 9 security windows all wrong, I am standing there listening to a guy that has 6 years Seniority,  also say to me they had the same problem in ************** one year ago. The company had to repair. I heard every word he was telling his boss. and his boss tells him not to fix this . any person would have gotten irate and upset that a company isnt covering their work. He never took a wire out of this house so how can I tell what CPI wires are or what someone elses wires are.  I think they are being dishonest or at the least why did there CPI guy say to me that this was CPI and whoever CPI installer was  here did a terrible job on the windows. Im hoping you can help us , WHY did the tec tell me all 9 windows were CPI MISTAKE.  WE STILL WANT  SECURITY but if CPI DID there job properly they would have never skipped corners and jumped into someone elses work( IF) I say IF THey DID THEY COLLECTED MONEY FOR THESE BAD WINDOWS ALL ALONG. they probably charged the owner for 9 windows in 2011. They took on responsibility of 9 windows someone else installed and charged people for that.  ( Im sorry but I feel they did wrong either way. ) Im sure whoever CONTRACTED windows from CPI  got charged, Im not going to take money for a job my company didnt do, unless I check the work !!! Thank you

  installer has made, they caused the first homeowner to get sump pumps for a flooded basement. They caused the second owner to Waterproof their basement and they have caused us to change every gutter to figure out what is the problem when we finally find out its just the brown magnets they drilled through the bottom of the pillow windows unprofessionally. Now 9 windows leak. The new installer **** just got mad and took the cameras we bought and left and I havent heard one word from CPI and we are stuck with repairing the windows or getting new windows, but I feel bad for the people that paid a lot of money and thought they were fixing the problem and never did because of this our basement has had water under every window. Since CPI came here. The new installer said its not because house is 2011 He showed me it was a terrible installation. The other 2 floors do not leak, maybe two guys worked here? One in basement? One upstairs. Please HELP.( LOTS OF MONEY SPENT ALREADY. )

  

  Business Response

  Date: 08/30/2024

  Dear BBB, 

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

  

  Business Response

  Date: 09/05/2024

  Dear BBB, 

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

   

   

• Initial Complaint

  Date:08/26/2024

  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.

   
  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. 
  I. Unfortunately, the customer service Ive experienced while trying to resolve this issue has been extremely poor. I have been transferred multiple times, hung up on, and denied the opportunity to speak with a manager. Despite numerous attempts, I have not received a callback or any satisfactory resolution.I am requesting that CPI immediately credit my account for any charges incurred after my initial cancellation request in June and provide written confirmation that my account has been credited and the service officially canceled.I believe this matter requires urgent attention and would appreciate your assistance in resolving this issue.

  

  Business Response

  Date: 08/30/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ******************. We have spoken with ****************** since the initiation of her complaint and have been able to determine a feasible solution. Please let us know if there is anything else we can do.
  
  Kind Regards,
  ******************************;

• Initial Complaint

  Date:08/12/2024

  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.

  In may 2024, i called customer service to cancel my account with CPI. I had been wanting and needing cameras that record 24/7 on my property and knew, due to many past experiences with CPI that their cameras are not capable of anything longer than 30 second clips if there was motion. When I called to cancel, I was told that they now have new cameras that are capable of recording 24/7 and that I did not have the updated cameras. I agreed to sign another contract with the stipulation that the new cameras could record 24/7. I explained my past experiences with the **** ****, and he assured me that they now had what I needed. He scheduled an appointment to have the new cameras installed. When the tech arrived at my house, I asked him to show me how to set the cameras up to record 24/7 and he looked at me and said their cameras were not capable!! I explained to him that I had been trying to tell everyone this and everyone assured me the new cameras did. I called CPI to explain what the tech had told me and they told me the tech was wrong. I again explained what I was referring to and after being kept on hold for hours on several different occasions, they finally agreed the cameras were not capable. I spoke to ***** and she agreed that my contract would be voided and set up an appointment for the tech to come get the equipment. When the tech came, he took ALL of the equipment, including the cameras that I owned. I previously paid for all of the cameras when those were installed. Fast forward to today, 8/12/24, I received an email from CPI stating that I had a $2,800 balance. Knowing that I didnt not have a balance, I contacted customer service and they informed me that this must be paid before I can get out of the contract. The contract I was previously told was null and void. I explained the entire situation on the phone and after being kept on hold, the man came and said that management agreed the balance would have to be paid I order to get out of the contract.

  

  Business Response

  Date: 08/14/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by ****************. We apologized for any inconvenience or frustration that **************** has experienced. After thorough review of ******************** account, I see that she canceled within the "3-day ***** period" and the cancellation letter was signed on 4/10/24. I reached out to both our cancellation team and Accounting to void out the contract and to waive the 2k balance on the account. As of yesterday, this has been completed. I've also reached out to the representative she's been in contact within regard to the interior camera our tech swapped out. I've attempted to contact **************** twice and I've left voicemails on both occasions. Please feel free to reach back out should you have any other questions or concerns. Thank you.

• Initial Complaint

  Date:08/10/2024

  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: The response does not clearly state what the total balance due is to complete cancellation. Additionally, the response from the business states I am responsible for the balance due whether the equipment functions or not. The equipment was functioning the majority of the time, MONITORING was not active for the majority of these months, which we only found out after losing power and never receiving any communication from CPI. The technicians that have come out here TOLD us this at the times they visited, which is a violation of this contract. What is this 'balance due in full' for cancellation?
  
  ellation. In good faith CPI should waive this fee and let me out of this contract.

  

  Business Response

  Date: 08/13/2024

  Dear BBB,

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

  

  Business Response

  Date: 08/19/2024

  Dear BBB, 

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

  Customer Answer

  Date: 08/19/2024

   
  I am rejecting this response because:
  CPI clearly has no interest in servicing me as a customer or doing the right thing which is apparent in reading these responses. Restating what is enclosed in their predatory ********************************************************* concerns. If "sensors" are faulty, obviously they aren't communicating with CPI, the fire department, and police. For example: we had a small fire in our kitchen and NO alarms went off, NO contact was received from CPI, etc. As a result, WE as the consumer became aware of the faulty equipment AND the lack of monitoring which is what we pay for each month. We were lucky we were home or we could have lost our home to the fire.  Therefore, this proves we were not receiving service but we're paying for it. Not once has CPI contacted me to advise that my system was not communicating with their HUB. Each and every time, I was the one finding issues such as losing power and never once hearing from CPI even after months with no connection. Since there is no proposed resolution from CPI there is no reason to continue the conversation. Therefore, I will be filing this complaint in court to resolve this matter which will be much more costly to CPI in the long run. Extremely disappointing to have gone through years of service and this conversation just to waste my time again as I have in contacting them for service.

• Initial Complaint

  Date:08/02/2024

  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.

  They added a motion sensor which was not supposed to be added, the agent I spoke to said its required when the salesperson stated they would not include it. They manipulated my wife in to paying over $200 for some kind of extra sensor, when the salesperson was supposed to note the extent of sensor usage in the home. I wonder if perhaps not shoving the motion sensor down our throats and forcing us to have products we didnt want might have made this forced cost different? I guess theres not an honest person at CPI to ask. They did not set up the cameras, they failed to return on the date and time they confirmed to finish the set up, making the system pointless. Ultimately, I had to contact a friend in private security to to install the cameras properly, his feedback was that CPI is just a used car lot in the security world, which tracks. Ill make sure we arent renewing any CPI contracts in our branches going forward.

  

  Business Response

  Date: 08/05/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ******* We apologized for any inconvenience or frustration that Mr. ****** has experienced. We have a technician scheduled this morning 8/5/24 to come out and program the camera's and remove the motion detector that was installed. The motion detector was included with the package, so installing or removing the motion doesn't change the package cost. The technician upsold 4 additional window sensors for added protection. I spoke with Mr. ****** and offered to remove the 4 sensors and offer a refund, Mr. ****** only wants the motion removed. For the inconvenience, I offered to place a 3-month TRR at $9.99 from September-November. Please feel free to reach back out should you have any other questions or concerns. Thank you.

• Initial Complaint

  Date:07/11/2024

  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.

  CPI Security Systems persuaded me into purchasing their home security monitoring system in Jan. 19, 2024, since then there were numerous problems with the system showing it was compromised. I have window and door sensors as well as a surveillance door **** and lock bolt. The door lock bolt can only be opened by my *** phone app, entering the code or call the *** tech service. The system itself by all appearances seems very nice but I have not felt totally secure because the system has gone down on several occasions, to include the indoor camera. Additionally, I have had some things gone missing in my home. The last straw was *** locked me out of my house last week. I went to the store and when I returned the door lock would not open by the *** App, or entering the security code. Finally, *** phone tech was unable to unlock the door lock. I had to use a crowbar to my window to get into my house. Their system lacks security and tampering issues which is a security breach. The communication with the security lock and cameras fails and in of itself is a breach. Their contracts are unconscionable and fails to protect consumer.. The equipment is new and shouldnt fail or be interfered with. I have a damaged window due to their failure. A lock ***** could not get in my side door due a lock bolt called the Defender. The only way in was the front door in which CPI security system wouldnt open. They are negligent and take no responsibility with their unconscionable contracts. Their service is a breach to the paying customer.

  

  Business Response

  Date: 07/16/2024

  Good afternoon, 

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

• Initial Complaint

  Date:06/25/2024

  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 had CPI for 4 or 5 years now. In all that time I have not realy need anything more then the clips. Today was the first time I needed more. I had items stolen out of my yard. The video starts after the kid is already under my deck. Six seconds later, the kid comes out, walks 15 to 20 yards away, and then starts back towards the deck. The clip turns off before the kid gets back to the deck. I called customer support and was told to have a ******* recording; I needed to buy more hardware. I would have gotten it if I had known this when I purchased this system. But no one told me. I was then told CPI could send a "quality control" out to help fix my system. The rep told me they do this after incidents like this. I had to ask why not before this happened. He repeatedly told me that 24/7 recording is not included in my contract. I told him, "If I had known the system did not come with it, I would have gotten it." I felt like they blamed me for not knowing their products the whole time. I feel so betrayed and angry that I have spent years paying for something that does not work.

  

  Business Response

  Date: 06/27/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by ******************. We apologized for any inconvenience or frustration that ****************** has experienced. The customer recently experienced an individual coming onto his property and stealing items that belonged to him. Our Camera's only record up to 30 second clips, which ****************** wasn't made aware of. We have assigned a ** representative to assist with ********************** account and he'll be onsite Tuesday, July 2nd to assist the situation. From there the ** representative will determine what else needs to be done.  Please feel free to reach back out should you have any other questions or concerns. Thank you.

• Initial Complaint

  Date:06/03/2024

  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.

  We have contacted you about you system not working, you gave never fixed it, we told you to remove everything and do not ever bill us again. You continue to take money from our account .. which is theft and I am seeking a full refund and you take you system back

  

  Business Response

  Date: 06/10/2024

  Dear BBB, 

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

• Initial Complaint

  Date:05/30/2024

  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.

   
  I am rejecting this response because: My email clearly shows I wanted to cancel this service back in 2023 on Feb 7,2023 . I also thought it was closed as I have not set this alarm anytime in this period and they should have the ability to look it up . I also strongly disagree with the fact that they think its ok to charge me for a service the month of *** knowing that the alarm doesnt work. I was instructed by the *** rep to cut the wires on my panel to get it to quit beeping because she said she couldnt get it to rest and they refused to send anyone to come out to make it stop beeping . It was so loud and annoying you couldnt sleep that the only way I found out the service was still active . They still refuse to remove the month of may charge even though they know the wires are cut by their advice. I did ask for it to be cut off by phone in 2020 but nevermind the 2020 the email on Feb 7 2023 should have taken care of the service but they of course never responded . It also took almost the entire month of *** to get a cancelation paper because they kept calling my old number when I advised them multiple times to change the number to my other one just about every time i called in may . Thank you for trying to help me with this but Im not asking for anything but the right thing to be done i sent the email in Feb 2023 and they charged me for *** this year knowing the system was disabled and said yesterday it didnt matter if it was disabled they were charging for the service how is this right in anyway .
  
  till will remove money from my account to pay for a alarm they told me to cut the wires on cause they couldnt reset the control panel .

  

  Business Response

  Date: 06/03/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by ****************. We apologized for any inconvenience or frustration that **************** has experienced. **************** was presented the option to cancel his CPI account verbally over the phone which he denied on 9/15/2020. Since then, we have spoken with **************** on 5/25/2022 and scheduled a service appointment to upgrade the cell unit inside of his system with no mentions of canceling service. We spoke to him again 520/2024 about low batteries in his sensors. Later that day on 5/20/2024, **************** called back in mentioning his account was supposed to be canceled back in 2020. A CFL Supervisor has spoken with **************** twice in regard to his account and informed him he will not be receiving a refund due to our findings. The CFL Supervisor called **************** again today and made him aware that our decision hasn't changed. We now have the cancellation letter signed and documented. We will not be charging **************** for the month of June and his account is officially canceled. Please feel free to reach back out should you have any other questions or concerns. Thank you. 

  

  Business Response

  Date: 06/05/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by ****************. We apologized for any inconvenience or frustration that **************** has experienced. Our QA team pulled the call that was recorded on 5/20/2024. Our representative walked you through powering the system down by unplugging the backup battery. She advised **************** to disconnect the black and red wire from the battery and that should power down the system. Our rep did state, if he's not able to unplug the cut the wire. **************** then confirmed on the phone, he was able to get both wires unplugged and that "did" power down the system. Due to our findings, our decision will remain the same. There will be no refunds issued, no payment due for **** and the account has been completely cancelled. Please feel free to reach back out should you have any other questions or concerns. Thank you. 

  Customer Answer

  Date: 06/05/2024

   
  I am rejecting this response because: I have sent the email I sent them canceling the service again in Feb *************************************************************************** working order for the month of *** from no fault of my own and they still charged me for the month how is that legal and right its obtaining money form me for a service I def wasnt recieving and they werent going to send anyone out to fix this issue until they finalized the cancellation. Thank you again for your assistance on this matter but the money from *** should be at least refunded due to the fact their equipment FAILED I was advised to disconnect it and they know the system was not online and not working but they think its ok to charge for it . The email clearly shows it ws suppose to be canceled in Feb 2023
  
  

  

  Business Response

  Date: 06/05/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by ****************. We apologized for any inconvenience or frustration that **************** has experienced. After further research on the account our QA team pulled both calls on 5/20/2023. The first call at 5:06pm **************** called in about sensors reading a malfunction message. The system beeps when it detects a trouble. The representative attempt to clear the malfunction reporting back from the sensors by troubleshooting, but it was determined that the batteries will need to be replaced in the sensors in order for the trouble to clear itself. The representative then mailed out batteries to ****************. The 2nd call was at 8:36pm and the system was still beeping due to the same troubles it was reporting earlier. **************** informed the rep that the account was supposed to be canceled back in 2020 which it wasn't due to **************** denied in cancelling the account verbally over the phone. In order for the system to stop beeping our rep then assisted him on powering down the system successfully. The system itself was working the way its programmed to work, the system will beep until whatever issue has been resolved. Our representative then informed **************** to call back in the next day when our CFL **** opens so they can cancel the account. Due to these findings, we will not be issuing a refund for May 2024 because the system was working properly, and our representatives did everything correctly. We troubleshot and mailed out batteries for the sensors reporting a trouble and assisted in powering down the system so **************** won't hear the trouble beeps. Please feel free to reach back out should you have any other questions or concerns. Thank you

  Customer Answer

  Date: 06/05/2024

   
  I am rejecting this response because:I had to unhook the wires going to the display monitor like i was told to do by the *** rep and I have no way of putting the wires back because I dont have the tools required to do so not knowledge of how to wire up a control panel so the system wasnt working and was not in working order the entire month of *** I should be refunded that amount due to the fact until the wires would have been repaired the system in no shape or form could have been activated or used  by me . Charging me for the month of *** is absolutley insane not to mention I have provided prrof of a email i sent to *** requesting the system be canceled in Fed 2023 but they dont want to talk about that asking for the month of *** be refunded is the least they could do since the system wasnt working and new batteries would not have taken care of the wires being disconnected again thank you for your assistance .