ComplaintsforCPI Security Systems

• Initial Complaint

  03/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  NEVER SIGNED CONTRACT THEY CAME BACK REMOVED ALL EQUIPMENT EARLY 2020. 2. INSTALLED WRONG MALFUNCTIONED ASKED TO.REMOVE BROKE DOOR **** .ALSO NEVER SIGNED CONTRACT IT WAS WRITTEN FOR ***** PLUS MONTHS. INSTALLED LATE NOVEMBER BROKE DOOR **** SYSTEM NON STOP MALFUNCTIONED ASKED TO FIX DOOR **** AND REMOVE ENTIRE SYSTEM. THEY REMOVED TOOK ENTIRE SYSTEM i HAVE THE ***** LEFT SINCE 01/2020 ENTIRE SYSTEM 10 MINUTE REMOVAL.PREVIOUSLY I HAD ADT INSTALLED NO ISSUES .BILLING ME A FRAUDULENT **** ***** EQUIPMENT THEY HAVE TAX 162 LATE FEE 32 .81 TOTAL ******** THEY DAMAGED MY HOME ACCOUNT NUMBER *******. NEVER SIGNED REQUESTED IMMEDIATE REMOVAL OF MALFUNCTIONING SYSTEM FRAUD FRAUD FROM CPI NEVER SIGNED CONTRACT ASKED TO REMOVE IT KEPT SAYING GLASS BREAK SIREN PHONE CALLS.I LIVE IN SURFSIDE SENT POLICE TO ****** 15 MIN FROM ** HOME. JUST FRAUD MALFUNCTION THEY HAVE EQUIPMENT. I NEVER SIGNED FRAUD CONTRACT. HORRIBLE EXPERIENCE BROKEN EVEN TO REMOVE STILL SENT WORKER TO ****** INSTEAD OF SURFSIDE BEACH NO CONTRACT SIGNED

  

  Business response

  03/08/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ********* We apologize for any frustrations Ms. ******** may have experienced. Wed have reviewed the account history associated with Ms. ********s account and have determined the following: The equipment was removed from Ms.********s home in February 2020. We advised Ms. ******** on multiple occasions that we needed a signed cancellation later. This is outlined in the signed contractual agreement.  We never received this document.  As a result, the account was originally sent to collections due to no payment.  However, we retracted it in October 2020 since the equipment was received. We have not contacted Ms. ******** at all since then. There Is no action required from CPI.
  
  Kind Regards,
  *********************************

  Customer response

  03/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********** Mountain

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an alarm system for my home with CPI. I wanted to get an alarm system for my garage. I paid them $532.68 on 1-5-22. They came out that week and unfortunately the tech said that it could not have their system because it was not a controlled environment ***************** He told me that they should refund my money the next day. They did not. When i called them they said it would be two weeks. After two weeks and no refund I called them again, They said they did not know why it had not been paid but assured me that I was next to be paid. It has been over a month now and when i called I have been put on hold and transferred from this person to that for over an hour. I even tried their "Live Chat " on their web site and was put on hold there so long the session timed out. I want my money back. I paid it in good faith and when they could not deliver the goods and service I expect to get it back in a timely manner. This is putting me off CPI as far as I'm concerned they can take their system out of my house and refund me my money immediately.

  

  Business response

  03/09/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by **************. We apologize for any inconvenience that ************** may have experienced.Our records indicate that the refund was issued via credit card on February 15th.If the funds are not reflecting in Mr. ****** account, he would need to contact his bank. Please let me know if any further information is needed.
  
  Kind Regards,
  *********************************

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CPI owes me approximately $380 and they wont return it. Every time I call I have to explain the whole situation and then they transfer me to a supervisor and the supervisor promises to call me back and they never do. The problem has been escalated to the finance department but When I talked to them yesterday, I found out that the whole transaction has been voided. They overcharged me back in February when they scheduled to reinstall my security system. Everybody I talk to you acknowledges that they overcharged me but nobody has the power to give me my money back.

  

  Business response

  03/09/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ****************. We apologize for any frustrations or inconveniences **************** has experienced. Our accounting team has done a thorough review of *************** and has determined that a refund in the amount of $374.50 is warranted.We are in the process of expediting this refund. Please let me know if any further information is needed.
  
  Kind Regards,
  *********************************

  Customer response

  03/11/2022

   
  Complaint: 16843200
  
  I am rejecting this response because: CPI called and asked if I wanted a refund or a credit on my account. I said I wanted the money refunded and I still do not see a credit on my card that was charged. I've called them for almost 2 months and I get the same answer you got but then they don't follow through with the refund. I will not be happy until I see the amount credited on my card.
  
  Sincerely,
  
  *************************

  

  Business response

  03/14/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence submitted by ****************. The refund was processed and sent to her bank on 03/11. We feel this satisfies this complaint.
  
  Kind Regards,
  *********************************

  Customer response

  04/01/2022

   
  Complaint: 16843200
  
  I am rejecting this response because: I filed a complaint against CPI Security and you all contacted them. They told you that they would refund my money and you closed the complaint. I never received my money. 
  
  Sincerely,
  
  *************************

  

  Business response

  04/05/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the additional correspondence  submitted by ****************.We initially processed the refund on March 11th. It was returned to us from our vendor but was resent to Ms. ******* account on March 30th.**************** should have already received this refund. We apologize for the inconvenience.
  
  
  Kind Regards,
  *********************************

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, Initially I was going to leave my current security company, ADT, and go with CPI. However, CPI couldn't get my name and address with the contract. So, after 3 attempts of trying to correct that I decided to go back and just transfer with ADT. I requested for CPI to cancel my contact and refund the money. This was in December. I was told that this would be refunded to me in **** business days. On the 9th business day which put us at 1/8/22 I called CPI and was told that the initial rep didn't input the request correctly, and that the request was being entered again. I was advised at that point that my **** business days would restart and that that I would have the funds soon. On 1/9/22 I received a call ensuring that I was ready for the install. I was confused by this because I cancelled the contract in December. So I went through explaining the fact that I requested twice for my money back. They then advised that the rep on 1/8/22 didn't push the request through correctly. They advised they would input it correctly and that unfortunately my waiting period to get my funds back will restart and that I had to wait another **** days. It is now 1/21/22 and I STILL do not have my funds back. It shouldn't be this hard to get $127 back! Literally the service never started and at this point we are more than 30+ days in from my original request. The last rep I spoke with, I believe her name was ***** or ******, she was super sweet, super honest, transparent, and helpful. Unfortunately, with her not being the one that controls the money I still don't have my money. I hate that the last rep was caught in the crossfire of CPI not doing the right thing. But I want my funds back.Please help me get my money.

  

  Business response

  01/24/2022

  Dear BBB,
  
  Thank you for forwarding the complaint submitted by *******************. We apologize for any frustrations or inconveniences we may have caused ********************. The refund was sent to Ms. ********* bank on ******* 21st.There is no further action necessary on our behalf. Again, we apologize for any inconvenience this may have caused.
  
  Kind Regards,
  *********************************

• Initial Complaint

  01/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm terminal sick. And my daughter took on this account due to my illness. She is part owner of the house I live in. CPI has continued to draft my account when my daughter took over the responsibility of CPI they created a account for her. They are taking money from both accounts for the past 3 months. I've gotten no resolve in this. They are illegally drafting my account. I want my money back due to I'm on SOCIAL Security and don't have alot of money. I shouldn't have to chase down for them to put my money back into my account I'm sick! MY daughter has asked to cancel this all together and they stated she will have to pay the balance on the equipment. How is this fair when they can come get it. They are the ones that have illegally took .**** from my account that they said was closed. I've asked to speak with upper management and still not resolve.

  

  Business response

  01/26/2022

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by ************ and ******************. We apologize for any frustrations or inconveniences they may have experienced. We have thoroughly reviewed the accounts and have determined the following: ****************** requested to takeover her fathers account for medical reasons. When ****************** requested to do so, *********** had an active monitoring agreement and in addition had a balance for his finance agreement. Generally, the monitoring agreements are transferrable but the finance agreement (Smart Pay) is not. Due to the circumstances, we allowed ***************** to take over both agreements.
  
  Unfortunately, due to us trying to accommodate outside of our typical SOP, it did result in us  mistakenly attempting  to draft ************** account. However, there was a stop payment on the account which prevented us from successfully drafting. Therefore, no draft has successfully come out of ************** account since October 2021. ****************** was adamant that we had successfully been drafted although our records do not reflect  this. We advised ****************** that we would be glad to refund if they received any fees associated with us attempting to draft.We would just need proof. We never received any documents so that we could do this.
  
  I attempted to reach out to ****************** today to try and resolve the issue and get the proof. ****************** advised she wanted us to cancel the system out of her name and collect the equipment. I advised ***************** that I can not do that. However, I can ensure ************** account had been cancelled in its entirety and that I can refund any fees that were associated. She became upset, said she was at work and disconnected the call.We would be glad to resolve the issues with ******************, if provided the opportunity.We look forward to resolving this matter in an amicable fashion.
  
  Kind Regards,
  *********************************

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As I stated in my last complaint. My alarm came on while I was out of town And I couldn't get in contact with them for over 30min . And when I did they told me my fire alarm was faulty . They never send anyone to fix or take a look at it. So i try to cancel my contract but it took 3 month just to resolve the issue. It was h*** trying to deal with them and when I told them I was filling a complaint with BBB they responded the next day. I got my contract cancel but why should I pay for the remainder of my contract when they didn't hold there end of the contract. No one came to fix my alarm And I could never reach them and resolve my issue . I would be put on hold then I would get hang up on. Just I one day of call I talk to five different agents due to wrong department or was hung up while waiting for the right person to answer my question. What kind of business that has that kind of bad customer service but want to charge me for a contract that they refuse to fill their end of the bargain. I wouldn't mind paying if they would do there job and yes I will fill a SC consumer report on there business too. For not following up on fixing my fire alarm they say was faulty. No one all or came out to check it. What company would do that but CPI Security.

  

  Business response

  01/14/2022

  Dear BBB,
  
  Thank you for forwarding the complaint submitted by **********************.We have previously responded to his complaint but will include a copy of the response below. For clarification, we asked ********************** multiple times how we could make things better and he declined and repeatedly made malice wishes towards us. The early termination fee still applies due to the time remaining on the agreement.
  
  Thank you for your assistance in forwarding the complaint submitted by ********************** . We apologize for any frustrations ********************** may have experienced. We completed a thorough review of ************************** account and have determined the following: We have sent the cancellation letter multiple times. The initial one was in September and the most recent , December 28th. We have still not received this back from **********************. Once we receive the cancellation document, the account will be cancelled in its entirety and the early termination **** will be generated.

  
  ********************** initially reached out to us in September requesting to cancel his services. As a result we sent a cancel letter to his email. ********************** then followed back up with us in October via email to let us know he didnt receive the cancel letter and then made some  very disturbing malice wishes towards us. We then sent another cancel letter to him. We received the cancel letter 01/05.Mr. Ratsasacks account will be cancelled in its entirety as a result . In January 2019, ********************** executed a 39 month agreement. There are still 28 months remaining. Therefore,  an early termination fee will apply.
  
  Kind Regards,
  *********************************

  Customer response

  01/14/2022

   
  Complaint: 16459148
  
  I am rejecting this response because: they lie about ever emailing me a cancellation form on September or October. I had to email telling them I was reporting them to the BBB on the 27th of December an that when I received the email in Dec 28, I check my Doc sign account and there no email but the one for the 28 of December. What a load crock. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  01/20/2022

  Dear BBB,

  Thank you for assistance in forwarding the additional correspondence. Our records do indicate that the cancellation letter was sent to ********************** more than once. However, regardless of when ********************** received the letter, he would have still been required to pay the same amount for the early termination fee based off of the time remaining on the agreement. ************************** account is being processed for cancelation. We believe this matter has been resolved. 

  Kind Regards,

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

*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. ↩