Most helpful review
New Reviewer
CPI Security - Lack of response; have not installed purchased equipment.
Since January, I have been attempting to get a video door lock installed. CPI says that I have to get a missing part from the builder. Yet, four CPI employees stated that they would get the part for me. Like others, they do not return phone calls or emails. They are...
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ID
#3549746 Review #3549746 is a subjective opinion of poster.
Location
Summerville, South Carolina
Cons
  • Lack of response and follow through
Loss
$500
Preferred solution
Deliver product or service ordered
New Reviewer
I purchased and had the equipment installed on @/17/2020. I paid cash for a full year and was told by the salesman that by paying cash, I would receive 13 months of service. The next year I received an invoice for another 12 months of service and I paid that invoice....
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ID
#3495182 Review #3495182 is a subjective opinion of poster.
Location
Winston Salem, North Carolina
Loss
$45
Preferred solution
Let the company propose a solution
New Reviewer

Alarm issues

Says living room windows low battery. Have dog and she is going bonkers. This is same reason that I left ADT. Once system installed then cannot get service. Hope that doesn't happen here.
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ID
#3130998 Review #3130998 is a subjective opinion of poster.
Location
Chestnut Hill, Massachusetts
New Reviewer

Awful Service

I have been sitting here at home waiting for a tech to show up during the allotted time slot of 12 noon to 5pm (yes a 5 hour spread). So after being a hostage for 5+ hours, nothing has happened. Apparently no one at the office is monitoring the day's service calls and the progress. Simply disgraceful. The tech was supposed to be here to reattach my window sensors after I got new windows. I think this could have been settled without a call with some help from tech support but apparently they want to collect a service fee by sending someone to 'advise me'.

User's recommendation: If you are really interested in protecting your home, invite at least 3 companies and ask them what it would take to fully protect your home.

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ID
#3035000 Review #3035000 is a subjective opinion of poster.
Location
Charlotte, North Carolina
Cons
  • Company appears to care more about profit than happy customers
Preferred solution
Let the company propose a solution

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Verified Reviewer
New Reviewer

Unhappy Customer

I have attempted to reach CPI management regarding my dissatisfaction for several months. At one point, I received a call from a supervisor who stated someone would be reaching out to resolve my issue soon. It's been 3 months with not call/resolution.

User's recommendation: Go to AT&T.

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ID
#2898734 Review #2898734 is a subjective opinion of poster.
Loss
$1800
Preferred solution
Full refund
New Reviewer

Just want out

I applied for CPI in my business Eridelles Boutique in July of 2018 tried to cancel in august of 2019 as business was closed. CPI asked for a ridiculous amount of money to cancel so I have paid amount requested up until this August 2021 now they are telling me I have 24 months more to pay. I have not used their service since 2018 tried to switch account to home they declined, tried to remove all equipment from building they suggested I not do that, now they are requesting $1440 to cancel. This is not fair at all. I have paid $3,599.88 add another 1440 I would have paid $5,039.88. There is no place in my contract that says I will pay $5,039.88 for their business. They trick people with the $59.99 and never stress how long of a contract or the over all cost.Jj

User's recommendation: READ EVERY WORD OF THE CONTRACT ASK HOW LONG AND HOW MUCH IN TOTAL.

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ID
#2738196 Review #2738196 is a subjective opinion of poster.
Location
Charlotte, North Carolina
Pros
  • Installation guys were efficient
  • Initial meetings with representative were satisfactory
  • Price
Cons
  • Company appears to care more about profit than happy customers
  • Immoral business practices
  • 5 year contract surprise
Loss
$1859
Preferred solution
Out of the contract paid almost $4,000 for a service I have not used since 7/2019

Terrible customer service

CPI fails to notify customers of huge cancelation fees and long contracts. They word all the documents as to confuse you into believing they have zero contracts and zero cancelation fees. They make the service look great when in fact at cancelation they will charge you huge ridiculous fees. The fees they charge at cancelation exceed hundreds and most cases thousands of dollars.

User's recommendation: I recommend you never choose CPI.

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ID
#2352623 Review #2352623 is a subjective opinion of poster.
Location
Mount Airy, North Carolina
New Reviewer
Calling to cancel service due to covid-19 and finance problems. The expired contract date was on September 8. So I have to cancel service after that date to prevent to pay the penalty charge. I always pay in advance every 6 month. But I decide to stop service, so I...
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ID
#2317820 Review #2317820 is a subjective opinion of poster.
Location
Charlotte, North Carolina
Pros
  • I was happy till stop service
Cons
  • Bad customer service
Preferred solution
Review and stop email and send billing to me.

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Verified Reviewer
New Reviewer

Pitiful!

I phoned this morning at 9.10. Had to wait ten minutes for someone to pick up the phone. Wanted to cancel the service as need to save money during these difficult times and also because the system is beeping because of low battery. After waiting for ten minutes, I'm told that I need to be transferred in order to cancel. Wait another few minutes and the next woman is totally impossible. And can't/refuses to pass me onto her supervisor. I now have to wait till tomorrow for a technician and she also took great delight in telling me that I would be charged for another month even though I want to cancel and the equipment will be removed. Very unfriendly and unhelpful phone staff!

User's recommendation: Use any other company but not CPI.

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1 comment
#2078365

I've called numerous times and never called back. Finally set up for technician and then they canceled. just can't win.

ID
#2260969 Review #2260969 is a subjective opinion of poster.
Location
Charlotte, North Carolina
Product
Cpi Security Security System
Pros
  • Installation guys were efficient
Cons
  • Customer service is atrocious
Loss
$50
Preferred solution
Full refund

Tech question

I never made a "pissed" call to CPI... and I do not appreciated that kind of language.
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ID
#2195151 Review #2195151 is a subjective opinion of poster.
Location
Charlotte, North Carolina

They should sue you They are terrific.

first of all your site won't let anyone give them more than two starts,, that's WRONG! WTF! I have had them for over twenty years and they have literally saved my life. I am a single woman and have had my home broken into several times. sometimes when I was at home. they responded on the two way speaker, challenged the thugs and they took off. no one has ever made it past the living room.

User's recommendation: get the two way monitoring.

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ID
#2108563 Review #2108563 is a subjective opinion of poster.
Location
Albemarle, North Carolina
Product
Cpi Security Security System

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Verified Reviewer
New Reviewer
I signed up with CPI following a sales rep visiting my home. I explained I moved for work and was assured that if I moved out of state during the contract term and CPI was not able to transfer my service then that would not be a problem. Instead when I moved to...
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ID
#2095463 Review #2095463 is a subjective opinion of poster.
Loss
$610
Preferred solution
Full refund
New Reviewer

Cannot get a call back

I am trying to get CPI to fix my thoroughly effed up cameras, but they can't/won't pick up the phone. They promise a callback in X minutes, but they don't call. It has been ten days now, and I am seriously considering ripping it all out and shipping the cr@p back. On the PLUS side. When a technician DOES come out, they try to solve problems. They are courteous and knowledgeable. My advice:AVOID. Use any other security company and system.
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ID
#2026777 Review #2026777 is a subjective opinion of poster.
Location
Charlotte, North Carolina
Preferred solution
Answer the phone first.
New Reviewer

Need to offer a complaint

Your CEO's bigotry. I no longer desire your service. R. Tidwell

User's recommendation: watch where you spend your money.

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ID
#1999018 Review #1999018 is a subjective opinion of poster.
Preferred solution
Full refund

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Verified Reviewer
New Reviewer

Unethical, Immoral Business Practices

I trusted CPI to protect my family. However, after almost two years of multiple, traumatic break-in’s and burglaries, as a single mother with a ten-year-old child to protect:I abruptly and unexpectedly sold my home,Lost time at work to move my family to a safer location,Only to lose my job,And now, without medical insurance, am paying for psychological therapy. After filing a BBB compliant, CPI firmly argued in favor of protecting themselves, as opposed to my family and our home. I called to cancel CPI service. CPI states they do not have any record in my account history of these calls. CPI is now sending overdue bills to our NEW mailing address. CPI states they do not have any record in my account history of our new physical address. After speaking to several department managers, CPI has no documentation in the account history to substantiate how their billing department knows my family’s new address. I am very scared CPI knows our new rental address! CPI demands I sign a DocuSign contract to pay 75% of the remaining 60-month contract which they surmised equals 31 months.75% OF 60-MONTHS DOES NOT EQUAL 31 MONTHS. The damages of (persistent nightmares + my ten-year-old’s continued fear that “people are still breaking into our house”) ≫ 75% OF A 60-MONTH CONTRACT Why should I pay the rest of CPI’s contract, when they refuse to pay the monetary expenses and psychological damages incurred due to CPI breaking a legally-binding, contractual agreement? Reviews of CPI claim they are “knowledgeable”, and customer focused. This is a farce. As you just read, they cannot even properly compute a simple equation, as .75 X 60 ≠ 31. In addition to their company’s mathematical incompetence, the below illustrates their technological incompetence:Upon installation CPI allowed their WiFi router to visibly broadcast an open, insecure wireless network, which is a gross violation to their standard operating procedures.A secure router is required for their security system to communicate with your home’s security network in case an alarm is triggered.But visibly broadcasting their WiFi router without an encrypted password allows your neighbors, as well as burglars, to not only see, but also easily access, intercept and *** into your home’s security system.After multiple “false alarms” and system communications interferences, multiple technicians visited my home.Because I worked for a government agency’s information technology (IT) office, I informed the techs the danger their open WiFi network posed to our home’s security.Not one technician understood what I explained to them.Their unchecked incompetence and ignorance allowed our home to remain in peril, as they continued violate their own company’s standard operating procedures. In conclusion our fearless, 12-year-old golden retriever, who is now dead, did a better job protecting our home than CPI ever did.

User's recommendation: Homeowners beware, CPI will not protect your home or your family, only themselves.

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ID
#1922089 Review #1922089 is a subjective opinion of poster.
Location
Cedar Fork, North Carolina
Product
Cpi Security Security System
Cons
  • Unethical
  • Customer service mangers that stonewall customers
  • 5 year contract surprise
Loss
$7200
Preferred solution
Full refund
New Reviewer

Customer service is very bad

Update by user May 04, 2020

Location NC

Original review posted by user May 04, 2020
We have made many many many customer service complaints since Jan 2020 and several were made to Kenneth Gil CPI's CEO none were resolved. The main problem CPI has is the lack of customer service and their CEO not responding to any communication written or by email. Calling the BBB in Matthew NC is a waste as they communicate to low-level personnel and rarely does anything get resolved.

User's recommendation: BEWARE CUSTOMER SERVICE IS ATROCIOUS - SECURITY WORKS WELL.

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ID
#1905599 Review #1905599 is a subjective opinion of poster.
Service
Cpi Security Customer Care
Pros
  • Secuty system is relaible
Cons
  • Auto call back system is not reliable
  • Customer service mangers that stonewall customers
  • Customer service is atrocious
Preferred solution
Apology

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