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.

  7019 Albert Pick Rd Ste A Greensboro, NC 27409

  
• 

  CPI Security Systems

  1673 Dividend Loop Myrtle Beach, SC 29577

  
• 

  CPI Security Systems, Inc.

  5150 McCrimmon Pkwy Ste 401 Morrisville, NC 27560

  
• 

  CPI Security

  531 Clemson Rd Columbia, SC 29229

  

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:05/17/2024

  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.

  On3/28/2024 was offered a package deal for the bussiness 401 us -70 ***** or home 1683 amherst rd ***** ,for Pro series 2 MP Dome cameras an upgrade equipment.since i have been with the company since 2012.So i was told no price increase all would stay the same I would have to pay 1 time charge of $318.11 which I did. then i started getting harassing phone calls on my job an cell phone if i did not sign this new contract that I had to pay all the package. Now they have sent me 2 different amounts an i have the I paid in full. They have change the Account # mine is ******** Bal -0 One of theirs#********-Bal-$1,540.40 the other a new contract they drawed up with new service $59.99 equipment $2,044.00 same package. they debit my account *********** month now with they want to change it thats not right can you please help me .

  

  Business Response

  Date: 05/21/2024

  Dear BBB, 

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

   

  Kind regards,

  Chukiara

• Initial Complaint

  Date:05/16/2024

  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 semi- satisfactory to me at this time. I'm reserving my right to amend this once they come out for their service call on Wednesday, 5/22/2024. I'd also like to note that I've only received ONE phone call (with a voice mail) from CPI, & it was less than 10 minutes ago. They did NOT previously call twice, as they've stated. The resolution came from text messages back & forth between myself & a customer service representative there. I'm happy to provide screenshots showing such, in case CPI would like to review them. 
  
  Thank you. 
  ***** funny how they have an A+ rating with the BBB, but have a 1.25 star customer rating with the ********************. Clearly CPI pays to keep their rating high.

  

  Business Response

  Date: 05/20/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ****** We apologized for any inconvenience or frustration that Ms. ***** has experienced. We have a service technician scheduled for 5/22/2024 and we are waiving the $60.00 trip fee as a one-time courtesy. I attempt to contact Ms. ***** twice and left voice messages on both occasions. Please feel free to reach out should you have any additional questions or concerns. Thank you. 

• Initial Complaint

  Date:05/14/2024

  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: the only reason I received the receipt showing I paid the balance in full was after I filed the complaint and have spoken to 3 different people which one was saying I wouldnt get a receipt. 
  
  

  

  Business Response

  Date: 05/16/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ************. There is a zero balance on Mr. ***** account and it has been terminated in its entirety.  We have sent him confirmation via email on 05/14. Please let us know if anything further is needed.
  
  Kind Regards,
  *********************************

  

  Business Response

  Date: 05/17/2024

  Dear BBB, 

  Thank you for sending the additional correspondence submitted by ************. We have record of us advising ************ on several occasions that he does not owe a balance to CPI Security. **************** balance was satisfied, and his account has been closed. Please let us know if there is anything else we can do to assist. 

  Customer Answer

  Date: 05/17/2024

   
  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:05/10/2024

  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:
  The two voicemails you left provided a callback for extension 6280, which is not a valid extension. When I called and spoke to a rep, they told me this department didn't HAVE an extension. 

  To your point that a CPI rep stated April 2024 was my final bill - this was negated by the next CPI rep who confirmed no further payment was owed.

  You have not addressed anything from my complaint. 

  The contract amount for the equipment is $602.95, which as demonstrated as paid in my transaction report from my bank. Waiving the $20 return fee from my Chase transaction dispute (which ***** has confirmed as resolved and closed (attached), in my favor), does not negate that the 40th invoice is for $64.44, which is the amount of monitoring ($49.99) plus a 40th payment of $14.45, putting the total invoiced for the equipment at $617.45. 

  The contract terms I signed states 39 payments, "April 2024" is not documented. The CPI email confirmation sent January 20, 2021, states: "DATE OF FIRST DRAFT: January 22, 2020". The April 2024 invoice is invoice 40/39.

  The signed contract, the signed cancellation request, and the provided documentation supports my claim that the contract terms have been met.

  Please cancel this invoice and consider updating your contract terms to avoid this situation in future. 

  em activation (with any extensions below, the Initial Term). The first 1 month(s) services plus any pro-rated service charge will be drafted automatically upon completion of installation". )Monthly drafts started 01/22/24, making March the 39th monthly draft The equipment balance ($602.95) was also paid in full: $39.45 deposit + ($14.45x39) = $603.00 On 04/01/24, my account was drafted the full monitoring + equipment fee. I disputed the draft via email with supporting documentation ************************************* on 04/07/24 to get a decision in writing. There was no response, so I disputed the transaction with my bank. The drafted amount was returned. On 04/23/24 CPI sent an invoice for the April balance PLUS a $20 payment return fee. The invoice states: CPI Smart Pay: Invoice 40 of 39 I sent 5 emails in total to support. Finally I called support. They would not look at my documentation. It's been a wildly frustrating experience.

  

  Business Response

  Date: 05/17/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ***Hajj. We apologize for any inconvenience or frustrations that Ms. ***Hajj has experienced. After further research I was able to listen to calls our QA team gathered. On 2/9/24 our representative made Ms. ***Hajj aware that she'll have a final bill for the equipment in April 2024 which will also reflect on the cancelation letter. After April her bill will then lower to $49.99. Ms. ***Hajj called back on 2/24/24 due to our cancellation letter advising to reach back out to us for any "outstanding" balances. Our rep during that call stated no, there isn't a balance on the account. We believe that's where the confusion came into play. The final bill for Ms. ***Hajj is currently still due, $64.44, I have removed the $20 return fee charge that was applied to her account. We have made two attempts to reach out to Ms. ***Hajj and left voicemails. Please let me know if there is anything further that I can do to assist. 

  

  Business Response

  Date: 05/20/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. *******. We apologize for any inconvenience or frustrations that Ms. ******* has experienced. I spoke with Ms. ******* and attempt to explain the reasoning for the final balance on the account. It wasn't satisfactory in her opinion. After researching her account, Ms. ******* has been an outstanding customer with ******************** for ** months. I was able to get the final monitoring portion of her bill completely waived, which left Ms. **** with the remaining balance of $14.44 that went towards the equipment. The payment was processed this afternoon, and a receipt has been emailed to her on CPI letter head. Ms. ******* account with CPI is officially closed, with no other balances owed.  Please feel free to reach out should you have any additional questions or concerns.

  Customer Answer

  Date: 05/21/2024

   
  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:05/09/2024

  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:
  
  To whom it may concern, I want to confirm that I am understanding CPIs response correctly. 
  Their response is that they do not dispute poor customer service or misleading sales practices, but that I should have paid more attention reading the fine print of the contract? 
  On each of three calls I had with CPI representatives I asked that a supervisor please review all of the call history and call me if they felt I was incorrect about the misleading sales practices.  I did not receive one call back to discuss or dispute it. 
  
  

  as because they did not follow through on their promises during the sales process. I asked them to have a supervisor review my previous calls and to reach out to me and let me know if they still felt I was liable for early termination fees after listening to the call recordings. I never heard back, so I sent emails to a representative expressing my position and making it clear service was to be terminated. They continued to draft my account so I had my bank freeze payments.They are now moving to send the bills to collections. I hope for a swift resolution to this issue and a renewed commitment to transparency and honesty in all future dealings.Former account #*********

  

  Business Response

  Date: 05/15/2024

  Dear BBB, 

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

  

  Business Response

  Date: 05/22/2024

  Please see the attached document.

• Initial Complaint

  Date:05/03/2024

  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 purchased an indoor bookcase camera for my home from CPI as well as three other cameras and equipment, which was paid for in full. Over the past few weeks, the bookcase camera has not been recording and I have called CPI numerous times in attempts to fix the issue. Now CPI wants to charge me for having a technician to come to my home and replace the camera. Under these circumstances, CPI is selling defective equipment or has a faulty system and wants to bill the consumer for the issue. So that means that every time I have their faulty equipment, I have to pay to have it changed. At this time, Im requesting that CPI either do one of the following: 1.Have a technician come out and replace the camera at no charge to me 2.Mail me a camera 3.Fix the issue remotely 4.Cancel my service

  

  Business Response

  Date: 05/07/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ****************. We have reviewed his account history in its entirety.**************** contacted us to advise that he was experiencing issues with his camera.We attempted to troubleshoot with **************** via phone to attempt to get it working to his satisfaction. We advised **************** at this time that if his issue was not resolved, we can come out to swap the camera at no charge.However, a mandatory trip fee is required. This is a policy that is implemented to all of our customers. We understand the changes regarding the service fee may be a bit sudden. With battling inflation and the rise of costs, this trip fee has been implemented so that we are able to provide the technicians with the tools they need to be successful at the service appointments. While customers will typically not have to endure the costs of actually replacing or fixing any equipment (given they have not caused the issue), we do have to charge the trip fee to cover the cost of actually sending the technician out. We do waive the trip fee in certain scenarios such as a repeat service appointment for the same issue within 60 days or new installs within 1 year. For clarification, we are not able to send the equipment through the mail. We apologize if this is not the resolution *************** was looking for.
  
  Kind Regards,

• Initial Complaint

  Date:05/01/2024

  Type:Order 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. 
  aft would be refunded. It just stands to reason that either *** or my signature would be acceptable. The draft is $99 per month and a settlement should be more than one month

  

  Business Response

  Date: 05/07/2024

  Dear BBB,

  Thank you for your assistance in forwarding the additional correspondence submitted by **************. We apologize for any inconvenience or frustrations that ************** has experienced. After further research I was able to identify a few things on the account. We initially sent ************** the cancel letter to be signed back on Jan 9th, 2023. ************** signed the cancel letter on Jan 10th, 2023. On Jan 11th, 2023 we denied the cancel letter due to the incorrect signature. *************** had to be the one to sign it due to her being the contract signer. We did not communicate that information to ************** in 2023. We will honor the 12 month refund that was approved back in March 2024. I spoke with ************** and he is aware of the update regarding his old account. Please feel free to reach out should you have any additional questions or concerns.

  Kind Regards,

• Initial Complaint

  Date:05/01/2024

  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.

  My husband signed up for a security system with CPI. He died and I have to move and can't afford the system. I would like to return the equipment and cancel my service, since my husband was the one who purchased it in the first place, not me. But they say I have to pay $3500 or continue to pay for a service I can't use and didn't sign up for in the first place.

  

  Business Response

  Date: 05/07/2024

  Dear BBB,
  Thank you for your assistance in forwarding the correspondence submitted by *************. I have reviewed the account and see that ************* has submitted the information we needed in order to cancel the account. ************* will not be responsible for the cancellation balance in the amount of $3,305 and the balance will be charged to ************** estate instead.Please feel free to let me know if you have any questions or concerns and Ill be more than happy to assist you further.
  
  Kind regards,
  ********

• Initial Complaint

  Date:04/18/2024

  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: I was indeed quoted $199 for the camera, then they came back to say they would be $279 each and offered me a $500 credit.  I told them I wanted TWO cameras and that would be $558.  They said they would apply the $500 and would BILL me the additional $58 and I told them that would be fine.  Now they have completely changed their stories several times. Because of this, they lost a customer!  I have sent my letter to them TWICE to cancel ALL SERVICES and they say they have not received wither of them.  They refused to refund me the $298 (after they had picked up the two cameras) plus the $59 they took after we cancelled all services.  They have until 5/15/2024 to refund me both charges.  I have already spoken with my bank, and they said if they did not refund the full amount of both charges, they would dispute both charges and refund me and charge them back.  My bank blocked them from taking the $59 on 5/1/2024 and they fraudulently used a different name to take the $59 that I did not authorize.  if they try this again, I can assure CPI I will peruse legal counsel.  If they had honored what they said in the first place, none of this would be happening.  All I am demanding is a full refund and for them to go away and if not, I will do as told!  They have been sent a cease-and-desist demand letter via the **** to stop all future ********!  
  
  ntions CPI.... RUN! Their service is horrible as well as the customer service!

  

  Business Response

  Date: 05/06/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by *************. We have reviewed the account history associated with ************** in its entirety. When we spoke with ************** initially to add an exterior camera, he was given the $500 towards equipment. The exterior cameras are normally $399 +tax each. He originally wanted 1 but contacted us back to add an additional exterior camera.  At this time, ************** advised that he thought he was quoted $199+tax for the camera. The leadership team reviewed that interaction and determined that ************** was not quoted $199. The member of leadership that ************** spoke with advised that he would owe $298.53 out of pocket in order to add the 2 exterior cameras and ************** agreed to this. Once the cameras were installed, ************** signed the agreement to confirm the changes that were made. ************** contacted us after the installation and wanted to cancel because of the quote he was given.  ************** was advised that if he cancelled service, we would refund him for what he paid out of pocket for the camera and come remove the cameras. He advised that we are not allowed on his property and that he disputed the charge with the bank although this is the amount he signed off on and agreed to verbally on the recorded line.  We are unable to refund if we cannot come remove the cameras.
  
  
  Kind Regards,
  *********************************

  

  Business Response

  Date: 05/08/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence from *************. We have come out and retrieved the 2 cameras from **************. As a result, the amount he paid out of pocket is being refunded. For clarification,all of our automatic drafts come out from the same company name. We do not alter this at all. Our records indicate that 2 cancel letters were sent but we will resend it to him via email again. This document is needed to fully terminate the account.  Please let me know if there is anything further that I can do to assist.
  
  Kind Regards,
  *********************************

  Customer Answer

  Date: 05/08/2024

   
  I am rejecting this response because: My bank is the one that stated CPI altered their name in order to take another monthly payment after we returned the first of two docusign cancelation letters.  We have returned the letter twice and have spoken with CPI THREE times to cancel and this is all we are doing to do.  She made no mention of refunding the ***** they took after we cancelled and without my authorization, therefore I will inform my bank to follow through with the dispute and get my money back that way unless I have written confirmation CPI is going to refund it.  Just from a little research it seems this a common practice that CPI does when people cancel.  
  
  

  

  Business Response

  Date: 05/09/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence by **************. As previously mentioned, we do not alter anything to deduct a monthly banking draft. In addition, we require a 30 day notice of cancellation. This is outlined in the contractual agreement. To this date, we have still not received the cancellation letter back from **************.  As a result, the draft was warranted. We have refunded what ************** has paid for the camera and no additional refund is due. ************** will need to sign and return the cancellation letter so that he will not be drafted any further.
  
  Kind Regards,
  *********************************

• Initial Complaint

  Date:04/01/2024

  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: My drafts are taken on the 10th of every month. I have all the bank drafts. I was told by *********************** on March 4th I needed a 30 day notice. this is all I was told about cancelling service. So, I gave the notice then and there on March 4th. I received and returned the *** form on March 4th. The email is attached and the link to the form has expired. So CPI received this cancellation form via email on March 4th as I wanted this cancellation effective as of March 4th. CPI contact for this was *********************** - email ********************************
  
  

  

  Business Response

  Date: 04/01/2024

  Dear BBB,
  
  Thank you for forwarding the complaint submitted by *******************. We have reviewed the account history associated with ********************. ******************* is drafted on the 1st of every month. On March 4th,he reached out to us wanting to terminate services. We received the necessary cancel letter on March 7th. We do require a notice and one final draft.The final draft will take place today, April 1st. After this,nothing further will be drafted. No refund is warranted.
  
  Kind Regards,
  *********************************

  

  Business Response

  Date: 04/01/2024

  Dear BBB,
  
  Thank you for forwarding the additional feedback. As previously mentioned, we do require one final draft following the request for termination.The final draft is warranted, and the April 1st draft is the last draft.
  
  Kind Regards,
  *********************************