ComplaintsforCPI Security Systems

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For 3 months i have been calling for them to fix my garage door opener control, which has been failing almost from the start. Mind, i had CPI at my house in ********* SC for over 14 yrs, always happy, they seemed to care for me as a costumer. I sold that house, moved to ************** 1.5 yrs ago, wanted to keep CPI for my home sfety, but they have changed. In ********* i paid $49 a month for great service, here i pay $90 a month for mediocre service. I had problems with the cameras, who didnt catch 2 burglaries of 2 different huge solid concrete figurines at my front loan, on 2 different times. The garage door opener has failed twice. During the hurricane I had no service for nearly 2 weeks, yet they are happy to continue to charge me $90 monthly. Every time I call, they give me excuses rather than solutions. The technician to fix my garage door opener re-scheduled twice, this time because either they didn't tell him I needed after 5 pm or because he didn't read the notes, never mind I was taking care of a patient, who while the technician was calling me to tell me he was at my house, while I was at her house on the phone w 911 for her medical emergency! So, I called again, they give me an attitude, excuses and no solutions. I ask to talk to a supervisor, and they well "call me back", I tried to stop my service w them to transfer to ADT, they want to penalize me $3500, still no solutions, just excuses. Yet they keep charging me $90 a month for mediocre service. Please help

  

  Business response

  11/05/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ****** We apologized for any inconvenience or frustration that Ms. ***** has experienced. I had the pleasure of speaking with Ms. ****** and I outlined all of the issues she was experiencing. I'll be reaching out to our QC team to pull the interactions our representatives had with Ms. ****** I'm also working with our Operations team in getting a requested date so we can address all issues. I'll be placing a 3-month temporary rate reduction on Ms. ***** account for the ongoing troubles and inconvenience. Ms. ***** was pleased after our conversation.  Please let me know if there is anything else we can do to assist, and well be more than happy to help.

  Customer response

  11/05/2024

   
  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

  10/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had our house built in ************************************************************************************************ the past was never charged . To this day we still have issues with our CPI . We had two times recently they had to come out again . We received a bill via email with no balance due . Then we get a letter that we owe ***** for a service call. I called and filed a complaint regarding the letter I recieved She stated that they now billed for having a tech comeout. Regarding that we pay a fee each mth and that we have had numerous issues. She said she would give me a call back. Well then I get a certified letter stating I have 10 days to pay or my service will be locked. I called again it was stated that she did not follow up and I also paid the ***** that I HAD to pay . October 17 2024 I am locked out of my account. I paid the bill October 12th so there was no reason to lock me out . So I'm on the phone again 10/18/2024 to be able to get my account unlocked. I have no words how upset and frustrated I am . I will be looking else where for a different provider I have been an excellent customer and when I need then or help I get the run around.

  

  Business response

  10/22/2024

  Dear BBB, 

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

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My security system has been faulty and has had system errors for the past 2 years. I have contacted CPI over 20 times with no resolution to any issues. They have installed faulty and non-working equipment in my home and say that I have to pay for them to come fix the equipment. The company is negligent and fraudulent but installing faulty equipment and then making the customer pay for them to come repair it and then for it to not work when I pay for them to come out. My front door camera has not worked for over 6 months. My fire alarm doesn't work and the "troubleshoot" resolution over the phone does not work. The other two cameras only work 30% of the time. The company needs to be responsible for their faulty equipment and/or installation.

  

  Business response

  10/03/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ******* We have thoroughly reviewed the account history and reviewed the most recent interaction with Ms. ****** and have determined the following. On October 1st, Ms. ****** reached out to us in regards to a smoke detector malfunction error she was receiving. The representative offered assistance in clearing the malfunction. Ms. ****** advised she was not home but there were people at the residence who could assist. The representative gave Ms. ****** instructions for clearing the trouble.
  
  ********* then advised that front door camera hasnt been working. The representative advised Ms. ****** that we can walk her through learning it back into the system over the phone. Ms. ****** advised that she has already tried to reset and wants a technician out but not paying for a new camera. The representative advised there is a trip fee but she wont have to pay to replace the doorbell camera with a new one.  ********* advised she didnt agree with the trip fee since she is having issues with system. The representative advised that once she pays the trip fee, if the equipment needs to be replaced, the new camera will be free of charge. ********* asked when we can come out and then said they are going to try to fix the smoke detector malfunction first then they will call back. We have not heard back from Ms. *******
  
  The information provided by the representative was accurate. For clarification, we have not done anything fraudulent or negligent. We have offered solutions for every issue that Ms. ****** has experienced. We would love the opportunity to get Ms. ******* equipment back online and look forward to hearing from Ms. ***** to get a technician out to resolve her current issues.
  
  Kind Regards,
                  ******** ********

  Customer response

  10/04/2024

   
  I am rejecting this response because:
  They are only responding to ONE single incident of the system malfunctioning. The system has been malfunctioning for over a year which they should be able to see from their side if they can see the systems function. I have called many times to resolve the front door camera issue and nothing has worked after over 5 times of their trouble shooting. The fire alarm was not fixed with their troubleshooting that they gave me either. They are minimizing my concerns as they always do by not accepting responsibility for their faulty equipment and not offering ANY troubleshooting instructions that work. The back window sensors have not worked for over a year. The driveway and side cameras only work sometimes. They are not acknowledging any of the other issues with the system and not giving any solution whatsoever other than me paying additional money for someone to fix THIER faulty equipment therefore I am not accepting this response. 

  

  Business response

  10/07/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ******* Any time Ms. ****** has experienced any issues with her system in the past, we have either sent a technician out or offered assistance or resources over the phone. Ms. ****** has refused to do the troubleshooting steps with our virtual technicians and advised that changes had been made to her internet provider which is why the doorbell camera is offline. Ms. ******* feedback is very important to us and we are not minimizing her concerns. As previously mentioned, we are dedicated and prepared to help resolve Ms. ******* current issue. A member of leadership will be in contact with Ms. *******
  
  Kind Regards,
  ******** Thompson 

  Customer response

  10/07/2024

   
  I am rejecting this response because:
  This response is so disrespectful. I did NOT refuse trouble shooting. I could not do trouble shooting because I was not in the home and the person on the account who was in the home did the troubleshooting MULTIPLE times with MULTIPLE technicians. You are correct I am not paying a fee for someone to come repair YOUR equipment that is faulty. Again, making me out to look like I am doing something wrong when YOUR system is not working. I have requested and IMMEDIATE cancellation of my services. Honestly im disturbed at how you have responded to my concerns and continue to invalidate them. The person currently at the house said they did troubleshooting on the front door camera AND the fire alarm over 5 times. Did you just leave that detail out? I think its horrible how disrespectful you are to a long term customer and cancel my service effective immediately 10/7/2024. 

  

  Business response

  10/09/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ******* We have spoken to Ms. ****** and have a technician coming to her home on Friday. Please consider this complaint handled.
  
  Kind Regards

  Customer response

  10/11/2024

   
  I am rejecting this response because:
  You closed a previous complaint against this company stating that they had scheduled an appointment. They no-show and no-called the appointment and the issue was never resolved. Now the cancellation line will not take my call and the system needs to be cancelled immediately and retroactively. I request to be refunded for every month my system has malfunctioned.
  

  

  Business response

  10/18/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ******* We had a technician scheduled and enroute on October 11th to service Ms. ******* system. The anticipated time for the technician to arrive was originally before 12. However,the technician was running behind from a previous service appointment. Ms. ****** contacted us around 12:15 to advise that the technician had not arrived yet. We offered to contact the technician to get an exact ETA. Ms. ****** declined and terminated her monitoring services with us. We apologize for any inconvenience or frustrations Ms. ****** experienced. Please consider this complaint closed as Ms. ******* account has been closed in its entirety.
  
  Kind Regards,

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have now had CPI since July 2019 when we moved into our house. Now that we have sold our house, rather quickly, I called to have our service cancelled. I was told that I/we have to give 30 days notice. Things seem to change with CPI Security,At the beginning of our service, they were drafting our account for someone else's service. Its been issue after issue now that we want to cancel because we have to be out of our house, they want to charge us an additional 30-days. When we first got their service, they would come out and service our equipment. As of late, within the past few months, we were told that if they come out to service our equipment, even to replace the batteries, there is a ********** that I think about their service, it is less than stellar. All they do is charge, charge. charge, for what, a phone call if a battery is low. If someone broke in, the alarm would go off. *** wouldn't do anything. I'm not sure as to WHY they require 30 days prior to cancelling IF you own the equipment, that was purchased through CPI, out right. This is another way of them scewing the general public,. They charge you outrageous prices for their security equipment and it is poor quality. The only way to get better quality is to keep upgrading but it still isn't quality. Our systems has never provided quality photos.We would like to NOT be charged for the additional 30 days that we don't have their service.

  

  Business response

  09/24/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ********* We apologized for any inconvenience or frustration that Ms. ******** has experienced. Unfortunately we won't be able to stop the cancellation process. As stated in our contract on page 1, "The termination for this agreement will require at least thirty [30] days written notice to us". Ms. ******** spoke with our CFL "Cancellation Supervisor" yesterday and he also advised that we won't be able to stop it. Again, we apologize for any inconvenience, but the upcoming charge for October will stand. Please feel free to reach back out with any additional questions or concerns.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi , I have been a CPI customer for almost 3 years my equipment is almost paid off. I am in the process of selling my house with my security system after I pay the remaining balance. I have included the system with the home considering removing equipment will cause damage to interior walls , **************** siding. I was told by CPI customer service that I have to pay off equipment and pay for ********************************************************************************************************************** out of my contract. That is not fair. This was not explained to me from the beginning. I signed up for CPI over the phone. I cannot force the new homeowner to sign up for CPI. I do not think it is fair for me to have to pay to buy out of a contract I wasnt even told about. I will pay the equipment off and leave it at my home for the new home owner but pressuring someone to sign up just to save me $1800 is not fair. I cannot afford to pay $1800 for services I will not get and that I have not received. Please help me. I will pay off the equipment but again paying for services I will not benefit from is not fair. I am getting married and trying to solve financial difficulties to buy a new home. We live with relatives temporarily and do not need CPI. Please help get this throw own thank you

  

  Business response

  09/10/2024

  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 sales pitch call to see if our representative mentioned the agreement terms with ******************. Our representative did mention that "CPI has a standard 60-month agreement". Due to these findings, we won't be able to waive the remaining months left on the contract.  ****************** has already spoken to a CFL Supervisor and several **** regarding this. We have offered to suspend the billing on the account for 6 months until he's ready to transfer the service to his new location, which ****************** accepted. We also asked him to see if the new homeowners would like to take over the system in his old home. If the new homeowners are interested in keeping the Security in the home, that will void him out of the contract. Paying off the equipment will only lower his monthly rate afterwards; it will not get him out of the contract.  Please feel free to reach back out with any additional questions or concerns.

  Customer response

  09/10/2024

   
  I am rejecting this response because:
  Look at all the calls I have made to check on the amount I owed total. It shouldnt be a balance for equipment and a secret balance for contract services. It should be transparent and included in your balance. I could have p***ared or paid extra to terminate this contract if I was given the information to do so. I thought cpi was a professional security company. I was hoping they could at least work with me to come to a reasonable solution. I work 40+ hours a week. The economy is not well. I sold my house due to financial hardships. Now I have to pay $1800 or go knock on my old house door to talk to the new home owner and beg them to sign up $50/month locked for a year just to get me out of a contract. That is not right or fair to me. If CPI cannot help me I will not go with them or even consider them ever in my future purchases. They will lose me and my family and friends business for sure. These people are consumers also and as the sales *** stated they dont even have a contract for them as employees. The 60 month contract doesnt even exist anymore because it is excessive. To add to this my back yard camera has not worked for months. The service has changed its rates and its ***air cost. It was free to ***air cameras and equipment now it is $60 to have them ***air financed equipment. I would like a refund for the months the back yard camera hasnt worked. Also for that camera to be taken off my account and be refunded for that portion of my bill. Lets be fair on both sides. That camera is $299 plus installation. Knock off $400 I owe you $1400 now right ? 

  

  Business response

  09/13/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by ******************. We apologized for any inconvenience or frustration that ****************** has experienced. Our contract states on page 1, "I hereby agree to pay $49.99 per month in advance annually for a period of 60 months from date of system activation". ****************** had a balance for monitoring and a balance for paying off the equipment. Paying off the equipment only lowers the overall monthly payments; it doesn't get you out of the agreement. Our decision hasn't changed, ****************** account has been suspended for 6 months, meaning he will not be charged during that time period. ****************** has the option of transferring the services to his new location or if the new homeowners are interested, they can take over his remaining agreement.  Please feel free to reach back out with any additional questions or concerns.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My automatic drafts come out on the 1st of each month in the amount of $59.99. I cancelled my service on July 29th 2024. CPI requires a 30 day notice for cancellation, so I knew that I would be charged for the following month (August), and I was completely fine with that. However, I was just charged again for September in the amount of $59.99. So I contacted CPI to get an explanation and was told that my paperwork was not processed yet, that it was still sitting on the supervisors because they were waiting on the Bankruptcy papers to come in. My contract and my cancellation document doesn't mention anything about bankruptcy cases will be handled differently and now I'm out $59.99 that I shouldn't be. I understand that I had a contract with them and I cancelled early but per their documents I should have only been charged the month after my cancellation per their 30 day notice policy. The remainder of my contract should have come to me as a bill in the mail and it didn't.

  

  Business response

  09/13/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Mr. ****** A member of our leadership team has spoken with ******** to advise why the September draft was warranted. That is his final draft.We also advised Mr. ***** that we are still in need of the bankruptcy documentation. We have still not received this documentation from Mr. ****** Please let us know if you have any further questions or concerns.
  
  Kind Regards,
  ******** ********

  Customer response

  09/13/2024

   
  I am rejecting this response because: CPI has broken Federal Law!  CPI did not have the right nor the permission to automatically draft a service charge of $59.99 in September.  CPI's authorization to draft my account was revoked when I cancelled my service in July to the circumstances of a 30 day notice being required, therefore, ****** should have been the last month to be drafted.  The draft in September was NOT WARRANTED, CPI is trying to justify their illegal draft due to the fact that I had months left on my contract.  This is not how you collect that money.  Once I cancel the service it is cancelled.  If I owe for months left in a contract you send that bill in the mail.  If I don't pay you turn it over to collections.  CPI can't choose to break the law and charge me an additional monthly service fee after I've cancelled service.  
  
  

  

  Business response

  09/20/2024

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ****** As previously mentioned, the September draft was Mr. ****** final draft. A default bill has been generated for the remaining time on the agreement. We advised Mr. ***** to send in the bankruptcy paperwork so that the default billing can be cleared. If this documentation is not received, the default bill will be sent to Mr. ******
  
  Kind Regards,
  ******** ********

• Initial Complaint

  09/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *** refuses to stop service until I sign a contract for them to stop, my contract expired 4 years ago, I want to end my service with them,they continue to ach debit my account after I telephoned several times to cancel my service.

  

  Business response

  09/05/2024

  Thank you for your assistance in forwarding the additional correspondence submitted by **************. We apologized for any inconvenience or frustration that ************** has experienced. ************** inquired about cancelling service earlier this year and we mail out a cancellation letter to be signed to fully terminate the service. This has always been CPI's policy. ************** didn't agree with our policy in which I spoke with the leadership of our cancellation team, and they agreed to accept a "verbal cancellation" from **************. I received the verbal cancellation from ************** this morning. I made the customer aware that I'll be working on issuing a refund for this month. Please feel free to reach back out should you have any other questions or concerns. Thank you.

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a few days late paying my bill due to unfortunate expenses that came up. I paid a NSF fee and all late fees. I set up a day CPI could auto draft from my account with all past due and late fees. They auto drafted the payment 08/29/24 without issue. They are fully paid to date. Unfortunately they continue to keep me locked out of my security system. I am currently being stalked and I cant access my cameras to see what is happening at my home. I am terrified daily due to the level of stalking. Its been 2 days since CPI was paid and they still have me locked out of my account. *** called and they told me they cant unlock it. I have to wait for billing services to return Monday. I need access to my cameras. I paid them. I have security cameras for a reason. I want out of my contract. If I cant access my cameras after Ive paid them, then they are no use for me to use them. The payment processed over 48 hours ago I already spoke to my bank.

  

  Business response

  09/08/2024

  Dear BBB, 

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

  Customer response

  09/08/2024

   
  I am rejecting this response because: I have also not heard from CPI. I have continued to have problems. After multiple days of being unable to access my cameras after payment they finally granted access to my cameras. However there was multiple days I was unable to access them. They have been very difficult to communicate with. They put customers at risk for harm with declining access to our cameras. I understand being late on a payment but even after I paid I was still locked out. Due to an individual situation my safety was a concern. CPI still has not fixed a camera that ***** worked in over a month. Its just continued problems. Im not suprised they wont answer BBB they dont even want to talk to their customers. 
  

  

  Business response

  09/13/2024

  Dear BBB, 

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

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up appointment for CPI to come to my sons house to install 3 cameras he had paid for threw CPI sales rep. ****** arrived this morning and as we were talking over where the cameras should go, I was showing him a problem of the installation in 2011, He showed me the instalition completed by first ************* at the time, now a Manager, ruined 9 Pella windows .. He proceeded then and called his boss and explained all the problems this installer caused in 2011 and wanted to know should he replace the wires or what he should do to fix this problem? His boss said he wont cover it and I said well I have proof of what you just told me and showed me and he got mad and left our home and didnt even install the cameras that we bought, We have already spent $1500 to figure out what is making the basement leak and all along. It was nine windows that CPI installed wires for. Pella windows only warranties their windows for 10 years. Its not our responsibility to fix CPIs mistake that their 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

  08/30/2024

  Dear BBB, 

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

  Customer response

  08/31/2024

   
  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

  

  Business response

  09/05/2024

  Dear BBB, 

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

   

   

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  To Whom It May Concern,I am filing a formal complaint against CPI Security Systems regarding the mishandling of my account cancellation for the property located at 1832 **************, *********, ***** June, I contacted CPI to cancel my service and informed the representative that the new tenant, ***********************, would be activating the service under his name. I removed myself from autopay and was assured that my service was canceled and that no further billing would occur.However, I have since received collection calls about a past due balance. When I inquired, I was informed that the service was never canceled and was asked whether I had signed a cancellation form. At no point during my initial call was I informed that such a form was required. If I had been aware of this, I would have completed the necessary steps to ensure the service was properly canceled.I have always been a reliable customer, paying my accounts on time, and I currently have another active account with CPI. 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

  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,
  ******************************;

  Customer response

  08/30/2024

   
  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. 
  

*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. ↩