CPI Security Systems Inc

"Let me share my experience with CPI, which I've had for nearly three years. Each time I've encountered an issue, it's been a struggle to get assistance. I've even had to threaten cancellation and than they would transfer me to their retention department, where they suddenly promise everything to persuade me not to leave. Our coastal property was equipped with four Yale door locks and a doorbell camera by CPI, and although we paid for the locks, they were supposed to be covered under maintenance. However, due to the coastal environment, the locks have severely rusted. When purchasing, I was assured that rust and discoloration would be covered, but recently, I've been unable to get anyone to address the malfunctioning locks. Despite scheduling a service, the technician arrived with only one lock and stated he needed managerial approval for more, given their condition—a fact he couldn't resolve without authorization. Oddly, he was dispatched even though the work order clearly indicated that all locks were faulty. He promised to follow up but never did. Additionally, I was informed that CPI has started charging for service calls, even those under maintenance, which seems unreasonable. After two months without a resolution and multiple unanswered calls, I've concluded that CPI prioritizes gaining new customers over maintaining existing ones. As a result, I've canceled my service and am looking for another provider for my coastal rental property. Note that their service is also expensive, costing over $500 per year. While they promise a lot to acquire customers, their post-sale service is disappointing."

The install was fine, however one of the devices was defective and failed 3 months of use. The first customer service representative stated a replacement would be mailed out immediately. Did not happen. The next two reps stated that it had to come from a warehouse and could take up to two weeks to arrive. They were unapologetic and all gave conflicting information. I paid for a defective device and they had no way of expediting a replacement. We previously used ADT and never had these kinds of issues. I got drawn in by the slick tv ads but the customer service after the fact is very poor. Considering going back to ADT.

It has been a nightmare. I used to think Time Warner Cable was the most incompetent company I have ever dealt with but CPI has far surpassed them. Since I signed up with them 5 or 6 weeks ago, it has been a revolving door of emails asking me to sign and re-sign documents. I have called them and spoken with different reps and each time they assure me I am done and everything is now fine. It is not fine. I have signed so many documents, most of them duplicates, that it has gone beyond ridiculous. It would be laughable but it’s not. It is just terrible. At this point, I just want them take back their equipment and leave me alone.

The home I purchased had a CPI installed home automation system. They refuse to show me how to program it and everytime something happens to my internet I have to pay $50 for the pleasure of having it reconnected. It is a total scam. They refuse to tell me how to program the panel that i own, in my home. I do not pay them a monthly subscription. I own it outright and they bend me over everytime I switch internet providers or my router breaks. Total Scam

Everything went well and they did a great job.

work has not been done in over a month

They worked with me to transfer my service to my new home. They did a good job.

We have had an outstanding experience with CPI. Our technician was Javier and he was great! He was on time (actually early), clean, organized, asked thoughtful questions as he set up the alarm, made sure I understood everything, helped me set up my online access and my app on the phone. He finished in a very timely fashion, kept me updated on his progress and alerted me before he started testing the system. Outstanding experience. It's been a week and I had a few questions on the functionality of my doorbell camera. I called Ashley at the Customer Service center in Charlotte. She was so helpful! We worked through some of the settings until the system functioned as designed. She stayed on the phone with me until it was working perfectly. I have been so pleased with how simple and effective the CPI security system has been. Appreciate having GREAT customer Service which is hard to find these days! THANK YOU!

Installer spent a lot of time dealing with the existing wiring configuration but refused to give up. Came back a second day and made sure everything was working properly

Still don't know when I will receive my refund.

After initially contacting CPI for a security system on Friday, October 7, we agreed on an installation date of "next Tuesday" between 3pm - 5pm. I presumed that this was Tuesday, October 11th. I left my job to wait for the CPI representative and the person did not show up. When I called to understand what happened, I learned that I was not scheduled for the date we agreed. I therefore cancelled the contract for the system and requested a refund of my first month's monitoring (approximately $34). It has now been ten more days and I have yet to see my refund. I would NEVER do business with CPI. My recommendation is to STAY AWAY.

Installer was very knowledgeable and did a wonderful and quick job.

Not Good! We met with the salesperson to discuss the package we wanted. When the first tech. came out he said that the salesman did not know she was doing per the system sold and installed it his way with out consultant with us. He drilled hole in the door jams of the house and installed the other components around the house them told us that the exterior camera would not work on our home. The tech. did not even try to mount the camera on the house because he did not have a ladder tall enough on his truck to reach. We contacted customer service and they sent out another tech. to complete the installation, again this tech. came out with a long enough ladder to mount the camera. It is six month since we purchase this package from CPI and still do not have the outside camera. I asked CPI a month ago to remove their equipment from my home and was told that they would, but no one contacted us to schedule at time until a month later until we stop making payments. CPI did not complete the installation of the package advertised, I had to removed the equipment from my home per there request and refuse to return all our money. Also see photo attached this garage door remote should have been installed in the ceiling of the garage instead it was installed on the sidewall, because they did not have a ladder tall enough to reach.

Not well. Maybe it was me but I felt attack- as if I broke it. When it just stopped working. Then it takes 5 days from me to get someone to come look at it. I even offered to drive to their location and drop off. Then they give you a 4 HR window- you know most people work.

PLEASE DO NOTE USE THIS COMPANY !!!!! we got it from previous owners, at the time seem like a good idea, but when we realized we didn't need the, they extend the contract to 4 years and would charge us $3000 f we would cancel service, we havent use it but one i burned a toast and even though i called the sent the fire trucks anyways, we got a way better deal in amazon for a closed circuit security system that we currently use for $200

Purchased a house which already had a CPI security system in place. Agreed to continue service under a new contract and it was required that a service technician visit in order to update the system and change the user passcodes. Installation appointment was scheduled by CPI to happen between 8 am and 12 pm. The Technician called just before lunch to inform us that he was late and could we wait. We said we would be home all day and if they would call when on their way it would be fine. We received another call at 3:30 pm that the technician was still stuck on a job but could make it before 5 pm. Frustrated we agreed as we needed to have the security system installed. The Technician arrived shortly after 5 pm and took 4 hours to update the system. Experienced multiple issues and was not very responsive to our input. We have two cameras and we were informed he could not fully install one as the previous owner took the server and he did not have a replacement in his truck. CPI was fully aware of what would be on site and what would not as they spoke to previous owner and installed his new system at his new house. Upon finally completing the job the technician was filling out the paperwork and informed us that he had forgot a new CPI policy. He must install a door sensor on an interior door. This was never discussed with us and as it was 9 pm we could not get a manager to discuss this. The technician refused to leave until he completed this requirement. We agreed in order to be done with this fiasco. Technician drilled and installed sensor but did not offer to clean up but just left sawdust and a mess. Had to schedule follow up appointment due to missing server. Second technician was instructed to call when on his way as we would not be in the area. Did not call by designated time so we called CPI to find out he was 10 minutes away and we were 45 minutes out of the area. I had to drop everything in order to meet technician at house. Upon arriving the technician was waiting and did not greet me or say anything. Server took 10 minutes to install and he was gone as soon as it was done. After installation have had issue with wireless camera not connecting to a new Server. Spend one hour on the phone reinstalling and resetting camera. Also had outdoor camera drop off network while we were out of state. Scheduled earliest appointment 3 weeks later. CPI never confirmed time so we called back and found that they had already sent the technician who never called us to inform he would be on site. If I knew all this before buying I would have felt safer without a security system. Any appointments so far have required the loss of a full day due to CPI. DO NOT RECOMMEND!!

$53 installation (special discount). We added 2 additional features which cost approx $200. CPI upgraded so many things, I'm still amazed at the price we received. The monthly fee is guaranteed to not go up for 5 years which is also nice. We had been customers with another provider for over 20 years and I'm so glad we switched to CPI! We now have a wireless system with integrated speaker (no more running to the phone for any false alarms or probelms).We were EXTREMELY pleased with our service. Adam G. did the installation and worked for 11 nonstop hours to install our new system. He didn't even take a lunch break. He personally worked with the sales manager to clear up a few misunderstandings and ended up getting everything rectified. Our new system is so much better than our old system! He spent quite a bit of time working with us to make sure we understood how to use the system as well as the online access/security features. Everyone we have worked with from start to finish was friendly, helpful and eager to please. I would definitely recommend using them in the future!

Installer arrived at time of appointment. I had taken advantage of a special which allowed for some new features in addition to connecting to previously installed features. One motion sensor was not properly working so another tech came by to follow up and replace defective part. Good experience from initial sales person to final tech who came by.

Awful. The installation took 6 hours and was still badly installed. A second four hour visit was necessary to correct the initial installation errors. Numerous calls to resolve the overcharge always resulted in promises to investigate and call back, agreements that the charges were in error, and promises to credit or correct the error... RESULTS... no call backs, no credits, no service! Only a threat to charge an exorbitant exit fee should we wish to discontinue being a customer as a result of erroneous billing and extreamly poor customer service.

I called two times to enquirer about there $2200 free equipment system. But instead I was harassed pressure to upsize. Say away from this company they are unprofessional. Maybe less money in advertising more into your customers service. I decided to go with Forntpoint you should also. This company should be rated F

CPI misrepresents, steals, and has terrible customer service. I am seething mad. Back in June (2015) I went through all of the rigamarole that goes along with trying to cancel service with CPI: waiting on hold for absorbent amounts of time, being transferred, being on hold again forever, and then being told I have to submit a signed letter to discontinue service. I submitted a signed letter requesting cancelation on June 9th, 2015. But I was also told that if I cancel my service, a tech person will have to come by and remove the communication board from the system, which would make the entire system useless. I explained multiple times to multiple people (after being put on hold multiple times) that I was emphatically told by the CPI sales guy in 2008 that once my initial 3-year contract is over, the system is mine to keep and it will continue to work even without the communication board or monitoring service. Every person I spoke with at CPI acted like I was crazy, like I was making this up because they ALWAYS take the communication board, and without it, the system will not work. I finally got so enraged and personally offended that I acquiesced just to get CPI out of my life. I was so furious (1) that a sleezy sales guy had pulled one over on me, and (2) that the company treated my like an idiot when I explained what THEIR salesperson had told me. So, I made an appointment for the tech guy to come get the communication board. But while the guy was starting to work on dismantling my system, I pulled out my original CPI contract and saw that I had actually forced the sales guy to put in writing his promise that the system would work even without the communication board. The entire interaction with the sales guy came back to me after seeing his promise in writing. I remember being suspicious of him, and I made him write out that the system would work without the communication before I would sign the contract. I showed the tech guy the contract with the "additional terms to contract" that the sales guy wrote out. He was surprised. He actually took a picture of the contract and emailed it to his superiors. After a lot more waiting while the guy was on the phone with CPI cronies, he finally ended the call and conceded that CPI had screwed up. At that point, the guy left the communication board in the system and assured me that my service would be canceled without having to turn it in. I thought the saga was over until last month (September) when I noticed that CPI had continued charging me $25 per month despite having canceled the contract in writing in June, never mind the craziness they put me through regarding the communication board. So, I called CPI and did a lot more waiting on hold forever only to be transferred somewhere else that required waiting on hold forever. After getting to the point of blowing my top AGAIN, someone finally figured out that CPI was, again, in the wrong. The guy apologized, assured me that my account would no longer be drafted, and promised that $75 for payments in July, August, and September would be refunded back into our checking account. So, when I realized last week that I had been charged for yet another month of service and nothing had been refunded to my account, I went psychotic. I called CPI again and tried to remain calm. I waited again. I ended up hanging up on the original lady who asked me whether or not I wanted to continue service as I was absolutely speechless. Then she called back, apologized, and stated that she spoke with her supervisor who gave her permission to refund me $75, despite the fact that I had been charged for another month, and last month I had been promised the same amount. I eventually got her to connect me with her supervisor, "Sammy" (Moreno?). (This was on Friday, 10/2/15, at approximately 5:45pm.) Sammy is the person who ultimately inspired me to file a complaint. He was arrogant and condescending. When I explained that I fully expected a refund for payments drafted in July, August, September, and October, he balked. Eventually his sarcasm kicked in: "I tell you what, Mr. Baggett, I'm gonna give you a really good deal. I'm going to refund your account $75, AND I'm gonna let you keep the $495 communication board in your house." I guess he was trying to imply--passive aggressively--that I have nothing to complain about since I still have the communication board that was promised to me 7 years ago when I started with CPI. I tell you what, "Sammy," I'm gonna give you and CPI a really good deal. Since there is so much demand for 7-year-old communication boards, I will sell ours back to you for only $450. Then we can call it even.) Sammy insisted that I had agreed to give CPI 60 days notice before canceling service. That is not at all my reading of the contract, but even if it were, what the heck?! Really? After everything that has happened, Sammy is going to quibble over $25?! I made clear to him that I fully intended to make a formal complaint to BBB, to my bank, and to anyone else who would listen if he would not reconsider. In the end, Sammy decided that it was worth it to screw me out of $25. He didn't try to de-escalate. He didn't actively listen. Nor did he say, "I see you're upset, Mr. Baggett. Maybe I could research this further and speak with my supervisor on Monday." No, Sammy decided to go with sarcasm and rigidity. Update: After filing a complaint with BBB, I received the response below on 10/21/2015: Dear BBB, Thank you for your assistance in forwarding the complaint submitted by Mr. Baggett. We sincerely apologize for Mr. Baggett's frustration during the process of his cancellation request. We have issued a refund in the amount of $74.85. The refund amount is for the fees paid beyond the sixty day cancel process post receipt of Mr. Baggett's written cancellation request. CPI feels the above action satisfies this complaint. Please feel free to contact me directly should you require further assistance regarding this matter. Sincerely, Kelley Phelps Customer Care Manager

When we sold our home they attempted to collect beyond the contracted date. I was forced to wait on hold three times for over 30 minutes at a time. Getting the service was fine, but the breakup is ugly. Be careful what you sign up for and just know you can get your own Costco purchased system with all the same benefits without all the pain.

In April I installed my own system and utilize Alarm Relay for monitoring. CPI continues to bill me into August. I've talked to them several times, setup an appointments twice for them to retrieve their hardware yet I continue to be billed and the technician was a no-show twice. Do not use CPI, install your own system and save yourself money and trouble.

It went very well. I really liked it.

They have been responsive and helpful. If I have questions about the system, they are responsive. The price is reasonable. We will continue to use them.