CPI Security Systems
Reviews and Complaints

They are not customer friendly. They have an ad on TV that says they care about you, but they don't!" They set up a system in our home that was defective! The smoke alarms went off & we were told on 2 separate occasions that it was the battery. No big deal, right?!? WRONG! Where they located the smoke alarm was not over the cat walk but out from it! We would have to lean over a 10 foot balcony to reach it! They would relocate it, but would not repair ceiling! I have cancelled my contract!

I reached out to CPI to cancel my service on 7/14. They sent me a DocuSign that I executed same day. It is now been sitting in the "CPI cancel team's" hands for 15 days and they have not executed and canceled my service. I am not even in a contract any longer so this should be straight forward. I can only assume they are dragging this process out to charge me for another month of service. I would not recommend their service solely based off of their support for these types of matters. If you call, expect to wait hours.

CPI doesn't really tell the whole story about their video and doorbells. It requires a dedicated router which is fine until you either lose power or internet service. When that happens you have to be home to manually unplug and restart the router. Don't rely on it working. If you travel make sure you have someone that you can trust to enter your house and reset the router. When you talk to their technical service team they will let you know that is how it is. I have a security system for the times I do travel or am away from the house and that is the time you should expect this system to FAIL

DO NOT USE CPI Security! We attempted to get a CPI Security system installed in our home but were told by the technician that came to our house that he couldn't install the system. We have paid $60.64 "prepaid tax" as part of the installation. Well, 6 weeks later and after several phone calls and many emails to CPI Security personnel and assurances that a prompt refund of this money was being done we still haven't received our refund. Our next step will be to file a complaint with the Complaintsboard.com to see if they can persuade them to refund our money. After that I suppose Small Claims Court is next.

Have been a customer since 2005, recently learned from them that they have not received a signal from my residence for approx 4 years while they continued to bill me. They said it is the cable providers fault, not theirs. They also sent someone out to tell me that there is no way for them to tell if your service is working if you are using a land line. They suggested I upgrade to a different system at an increased rate. They also offered me two months free service for my four years of non service. This non service means if I was burglarized the alarm would sound at the residence but the police, fire dept would not be notified.

I have been trying to reach the CPL division of CPI in regards to a billing. After my initial conversation (in early May), and my sending them their requested information, I have not heard a word. I have called the published number at least eight times, got a recording, made the appropriate choice and was told it would be x number of minutes to have someone answer. Ten minutes ended being 35 and some time it was two hours. Out of the 8 calls, I talked to a person once, but l still have not reached the department and person that I need to. Meanwhile, I have the second billing WITH. A LATE CHARGE. I can't say one nice thing about them. I

I applied for CPI at my business Boutique in July and attempted to cancel in August due to the business closure. CPI demanded a substantial fee for cancellation, leading me to continue payments until August . They now claim I owe 24 more months. Despite not using their service since 2018, my attempts to transfer the account or remove equipment were denied. They are now asking for a hefty sum to terminate the contract. This seems unjust. Having already paid $3,599.88, this additional charge would bring my total to $5,039.88, a figure not stipulated in my contract. The initial $59.99 offer was misleading, lacking clarity on contract duration and total cost.

Installation was disappointing, service itself problematic and outdated, and customer service is horrible. The salesman said "no contracts", yet I have been bombarded with emails demanding that I sign their agreements (contracts)... and then they just outright block my service. Now my doorbell camera flashes in the disconnected mode for any criminal to see that the house is unprotected. They told me on one of my calls to customer service to either sign the contract (of which the salesman even today still says "theres no contract") or good luck. Matt the district manager (or thats what they say) refuses to speak to me. Best part, today I get an invoice for $1900 ! WHAT! The salesman talked me into a $500 system, of which I would have to pay outright for if I decided to not continue with their service, and I would own the equipment outright and be able to use it outside of CPI. NOPE! All of the models of equipment they installed are proprietary to CPI and cannot be used outside of cpi. They even took some of the old equipment that was previously installed and owned by the previous tenants without my permission. A very dishonest and corrupt way of doing business from someone you really need to trust.

I think the company has poor financial practices. My husband opened an account in June. My husband pasted in March. Since that time, Ive sold and purchased a new home with a account in my name. I have spoke with CPI in October or September, in reference to my late husbands information transferred to the new account. I paid for all of my equipment upfront. I am billed for monitoring. CPI has put my late hudband's bank account information on my new account. In October, I personally called them to discuss the matter and at the time it was suppose to have been corrected. Unfortunately, they are requesting I log into their system and put my bank account information in, along with my password to my back account. I refused. I chose to pay it via invoice only. Today, I received an email stating I had two returned fee's again. Which means my husbands information is still attached. I paid December , and now trying to pay January. I was not credited for December payment. Now, they have billed me nearly 150.00 more than what I owe, which is 54.99. I have called, left message with automation for return call and nothing. How do you resurrect my husbands account into a new account? Why do I have to keep calling. I need answers and it seems impossible to get anyone on the phone.

CPI does not send statements unless they are specifically requested by the customer. Once you cancel services or close your account, you no longer have access to documentation kept in your online account. We received a call from a collections agency 4 months after we cancelled our service with CPI. We had sold our house and the new homeowners took over the security service. We still owed on the equipment and were told (voice recording as proof) that we would receive an invoice for the remaining amount for the equipment. All of our mail is forwarded to our new address but we never received an invoice from CPI. Anyone who has ever moved knows all that it entails trying to keep up with different services. We don't mind paying our debt but the fact that CPI refused to own up to miscommunication and lack of professionalism, we will NEVER do business with them again. They had our phone numbers and email addresses and our account was on autodraft so we don't understand why we never received notification from CPI that our final payment had not been received, for all we knew it could have been waived! What's worse, we continued to receive notifications via text and email regarding the new homeowner's appointments with CPI! A good business would do all they can to retain a good customer, especially if the business is in the wrong! Multiple phone calls and chat messages later prove no, they do not value their customers, they are not transparent nor trustworthy. Why don't they want customers to have a papertrail for their own account? Seems fishy... CPI Security Systems is a dirty business to deal with if you have to cancel your contract, please be aware!

We had a 8am appointment from a CPI tech to come out to our home to change batteries for our window and door sensors. I was at work while my pregnant wife was at home alone! At 8:52am the tech did a check on our 3 cameras while in their vehicle 30 minutes before they arrived at our home around 9:22am! Let that sink in! Our issue was batteries! We never said a word nor did we have any problems with our cameras! The tech did not have our permission to do any checks of any kind while 30 minutes from our home! My phone alerted me of a Video Event-Triggered from all 3 of our cameras which recorded for 1 minute at 8:52am! CPI in Charlotte NC confirmed to us the tech did trigger the cameras but stated he couldn't see inside our home, they just wanted to do a check to make sure the cameras were working before they arrived! I ask CPI in Charlotte NC how much time do the techs save by doing this before they arrive and is this standard protocol? Their statement was this is not protocol and it takes 5 min to do that check physically in our home! Again, let that sink in! This tech triggered our cameras 30 min before arrival without our permission. CPI in Charlotte NC says the tech could not see inside our home. My simple question is why would a tech against company protocol do a camera check 30 miles from arrival just to save 5 minutes? I do know the tech has to do a complete system check ( including cameras) while physically in the residence along with communication to cooperate in the systems speaker! Honestly, can we 100% know that these companies like CPI absolutely can not look inside our homes without permission? I believe it just happened to us this morning at 8:52am...

I am filing this complaint because of their TERRIBLE customer service and the ILLEGAL ACTIVITY that I have experienced with them. I encourage everyone to stay away from them. If they commit illegality in one area of their customer service, then they are most likely committing illegalities in other areas of their service to the community. "When people show you who they are, believe them"- Maya Angelou. CPI has shown me who they are. After using the services of CPI since 2007 we canceled service in 2020. So we have been with them for 13 years. We called to cancel services at the end of June. It was so very, very, very reaching someone on the phone. After 2 days of effort, after being on the phone waiting for someone I was finally able to get to the number with the answers. I was then provided a recording which suggested that I give them my telephone number sand they would reach back to me in the order that I called and that should be in about an hour. They about 2 days later. When I said I wanted to cancel all future services I was given an address to email my cancellation. I did that. Since my trust level for CPI so greatly diminished since they were moving at a snail's pace, I contacted my bank and officially cancelled my service by putting a stop on the recurring payments and began services with a new carrier. The stop was placed through my bank, Truliant on June 2. Evidently my email was overlooked. CPI continued removing money from my account for the months of August and September. The bank said CPI switched some type of number so that they could ILLEGALLY, continue removing money from my account. Those CPI actions, regarding their cancellation procedures, threw the 13 years of goodwill I had towards them out and now I tell all those I know about the unethical practices that I experienced.with them FYI - I left the company because I received loads of upgrades and was given a very, reasonable price for them.

We have been with CPI Security since 2017, and to say the least the customer experience has been a nightmare. As a first time home owner we were baited into a 24 month contract, because there was a sales person at the design studio who primary focus was to targeted first time home owners who were vulnerable, and force them into a 24 month contract. After *** which we need to transfer over our service, and at that time I contacted CPI to inform them of the move and also asked to cancel my service, because we had no us for it, and they told us we would not be able to cancel our service because we are in a 24 month contract, and if we brake the contract we will have to pay for the equipment. Two years later I contact CPI security again trying to cancel my service, because it has been well over 24 moths and all my equipment is payed off by this time. BUT, when I asked to cancel my service this time they told me that I am under a contract until 2024(60 months), and will have to pay a cancellation fee of over $1,000. I was in complete shock. I asked how did a 24 month contract turn into a 60 month contract? They told me when the Tech came out to switch over my service I signed up for a *** I asked the customer service receptionist why would I sign a 60 month contract when i was looking to cancel my service? The customer service receptionist told me it's nothing he could do, because I signed the contract, so I asked to speak with a supervise, and he told me that there is nothing a supervisor can do. I then asked for his name and he said "***", I asked for his last name and he said we do not provide our last name, and then asked again how could he help me. I said you can help by transferring me over to someone over you! He then rudely put me on hold and hung the phone up on me. Worse customer service ever, I will never refer *** to anyone and now I know why no one else in my neighborhood have CPI security.

Our company is extremely disappointed by the way CPI has treated us. We signed up in early 2018 and bought between 8-9K worth of cameras (also from CPI) for our warehouse facility. CPI then installed the cameras and service at our facility with all of our existing networking equipment. The cameras worked for about month before they begin dropping out one by one. Since that time we have had CPI technicians out on 2 or 3 occasions who have since informed us that the problem relates to something fundamental about our networking setup. Our networking entity disagrees and makes the valid point that nothing networking related has been altered or changed since the installation of the CPI service and equipment. We were not informed by CPI at the time that there was any incompatibility between our equipment and the equipment/service they installed. In fact, if I remember correctly, they tested our system to make sure it would work with the cameras before installation and confirmed it would suffice. CPI is now saying they will send out their best team to work on the cameras. Who does that mean they sent out the last few times? Their B and C team? Unbelievable. At this point we have been paying the $69.99 per month for almost 3 years with no services functional except for the first month and would like to cancel. However, unbelievably CPI is requiring that we pay over 1K to buy our the remainder of our contract despite the fact that services haven't even been properly rendered this entire time. WE ARE NOT ASKING FOR A REFUND ON THE PAST MONTHLY PAYMENTS NOR A REFUND ON TEH 8-9K IN CAMERAS THAT ARE NOW VIRTUALLY WORTHLESS. WE ONLY WANT TO CANCEL A SERVICE THAT HAS REALLY NEVER WORKED AND ON WHICH WE'VE SPENT QUITE A BIT OF MONEY. THEY WANT US TO PAY MORE. We feel this is unreasonable and will certainly dispute charges, write reviews, and, if necessary, pursue legal channels in lieu of paying the penalty for breaking a contract we feel CPI has already breached. We have called and calmly explained this to CPI representatives but they will not budge. We are ready to spend far more than the 1K opt out as a matter of principle to fight these unethical business practices.

Absolutely the most terrible company EVER! After the controversy with the CEO, we decided to switch to another company and CPI handled handled it very poorly. After purchasing a new home, we went with CPI and kept them for over 2 years. Within the 2 years we had numerous issues with the camera delays or constantly having to troubleshoot the camera to get it to work. Despite this, we still paid the bill every month on time (auto draft). When we canceled, CPI contacted us numerous times and even called us lying on the company that we went went trying to get us to stay with them. They ended up providing us with the cost to cancel our contract with them of $1300 (RIP OFF!), and we paid them with the money from the new provider that covered our cancelation fee for CPI. A month after everything was paid off, I randomly get a letter in the mail from a 3rd party debt collector (Rosenthal M and Thomas, Inc) saying that CPI has sent my acct to collections and to contact them in regards to the matter. I reached out and the person who I spoke to was very rude and called me a liar when I explained to her that I had already paid CPI and had the receipt to prove it. Then she tried to say that I never sent anything in writing to them to cancel, and I told her that I did do this because we had to use docusign to sign the paperwork and I also had a copy of that. She again said I was lying, starting yelling at me, and said that unless I paid them the amount owed that they would take legal action against me, etc. I immediately contacted CPI about this and the person I spoke to said she did see the receipt and contacted Billing to get more info, Billing wouldn't speak to me directly and had the CSR as the middle person. The rep came back and said that Billing confirmed they had sent it over something not being received to cancel. I explained to her I have the cancelation request that was signed via docusign and provided the date. She went back to them and said that someone from Billing would contact me back. Nobody called me back that day or the following day. I called back today and spoke to someone with the same back and fourth and they tried to say that they actually sent the account to collections 2 days before I paid it. I said if that's the case then how was I allowed to pay it over the phone and why am I just now getting this letter dated 2/10? She also said billing had her on hold but she would contact me back. I contacted the collections agency again and thankfully got another rep to ask when CPI sent my account to them. I went through the same things and told her I have the receipt for payment and the cancelation documentation. She also let me know that the prev rep (the rude one) had put my file into the final step to be charged legal fees on top the addt $300+ they add to the CPI amount for them. I promise you if I get anything else on this matter, I will be suing CPI for harassment and reporting false information to the credit bureau. This has been the worst experience ever and I will not recommend this company to anyone for anything! With everything going on and our own personal issues, this is just more added stress that people do not need at this time. CPI you already got your money from me (which was just robbery to your customers), quit with the harassment!

A security company has partnered with several Builders and as a home buyer, we trust the builder and to whom they have partnered with, in this case, for security systems. I have been reading the reviews and complaints here and I can totally relate. So, here's what happened from our end. In 2019, we signed up with the security company as part of the building process for our new home. The rep at that time, candidly explained to us about what's included, the promos, fees, etc. We understood that we need to pay for the equipment and have opted to have it on loan for 60 months to which we agreed after the rep confirmed that once the equipment is paid (which we planned to do in 2 years timeframe), then we are off the hook (service agreement). All done and dusted, signed and we parted ways. Fast forward 2021, we are getting numerous equipment malfunctions, doorbell not working, outdoor camera not working, etc., all these ended up with a technician coming to check on the equipment and either repair them or replaced them (they replaced the router, doorbell camera, added wifi extenders), but in spite of all those, I still continue to get troubleshoot message on my in touch app, which means, both cameras (doorbell and outdoor cameras) again didn't work, despite several visits from technician. After several in and out communication with the security company (average 15 minute wait if you call), I decided to cancel the service and opted to pay the balance on the equipment, and here's where the excitement begins for the security company. . . they then drop the bombshell news that, we are tied up to 60 months monitoring plan and should I proceed with my cancellation, they will charge me more than $2,000 in early termination fees. I then mentioned that what we were told by the rep when we closed our house in 2019 was that, we were only tied up to the equipment, paying the equipment will release us of any obligation towards the security company. So, in summary, we will be force to continue paying close to $60 per month ($48 for monitoring and $8+ for equipment) until Oct 2023 ( I already remove both cameras as they are a pain as earlier mentioned). . . . so, for those who intend to get a security system, be aware on what you are signing and manage your expectations accordingly. Should I have read several pages of documents when we were asked to sign in 2019? - probably should have but didn't as we trusted the rep, it's just like buying a car and going through finance, I don't expect any car buyers to read line by line on those documents, but instead, trust the person on the other end of the table to do his due diligence in explaining the contract. Have I reached out to that rep whom we communicated in 2019? - Yes, we did, but as expected, no response. . . . Have I informed my friends about my situation? - OH Yes, and they were equally disappointed to know they were misled (there were 5 families who joined the security company in 2019 that are my close friends. Will I inform my friends about the security company - oh yes, and I told them recently about it to ensure that they consider other options. What does the security company get after this? - well, those 5 families I mentioned, the security company will be happy receiving the $60 per month per family until 2023. . . . Such a good business plan for the company. . . sadly, not for the customers. . . . so . . . yeah. . I can totally understand those reviews/complaints here about the security company. . . .

Called cpi customer service on 3 separate dates 10/27/2023 11/28/2023 & 12// 05/2023 regarding issues with accessing my live camera from my cell phone, even speaking with a supervisor on matter on 12/05/2023 matter was still unresolved and there are refusing to send out a technician to resolve matter despite 3 prior unsuccessful attempts because supervisor explaining there is no issue detected on there end and if I need a technician it will be at my expense

I sold my house on 728 Treaty Ct Myrtle Beach which came with a CPI security system and the new purchasers did not take over and assum responsibility for the system after purchasing the property. All of the equipment was left in the house but I am still having to pay for the equipment even though I do not own it anymore. I have been paying almost 50 dollars a month for over a year for equipment I do no even have access to and this has become an unnecessary bill that I can't seem to get rid of and with the economy how it is that is 50 dollars that I could use to buy groceries for my family. I am a disabled veteran and only get paid once a month and every penny helps in this situation. Is there a way that this can be done with because I feel this is an overreach, me having so far payed over 500 dollars for something I don't even own anymore and don't have access to to return it. This was not outlined in the contract and this is something that I feel is not fair to someone who can do nothing about it. It's almost complete robbery at this point. Is there anything I can do about this besides lose money every month for something I can't do anything about?

I believe that the company does not do a good job of explaining to customers the cancellation policy to customers. I purchased the services from CPIin relation with the building of the house, I was under the i pression that I to keep the service for two years and then I can cancel the service. I was having issues some of the equipment recently before the top official in the company the CEO made about me as a person of color. It has taken multiple days to get in contact with someone to be able to assist me with my request after repeated attempts via e-mail and phone. The company is actively choosing to compound the comments by the CEO by forcing me and others to pay the full 75% cancellation fee even though that was not fully communicated in the beginning. They only asked how could they keep me as the CEO has apologized and I should see changes in the company. They could have offered to reduce the cancellation fee but they did not. They could have immediately removed the CEO as a lot of their clients are individuals such as myself that will be stuck doing business with a company that thinks this way of me. They affirm it by still having the top official remain in place. Since it took me so long get in contact with them and deceptive business practice of not fully explaining the contract terms, I believethat should reduce all fees related to customers leaving because of the insensitive and resentful remarks by the CEO and affirmed by the company by keeping the current CEO in place. Furthermore, I would not have agreed to a 5 year security contract as I find that to be utterly ridiculous. I am logging this complaint starting with the Complaintsboard.com but I will take it to the proper consumer protection agency for tge deceptive business practices employed by this company.

CPI was notified that I was leaving their service I am filing this complaint because of the TERRIBLE customer service and the ILLEGAL ACTIVITY that I have experienced. I encourage everyone to stay away . After using the services of CPI since 2007 we canceled service in 2020. We had been with them for 13 years We wanted to upgrade out services and found a better deal with another company. We called to cancel services at the end of June. Reaching someone on the phone was so very, very, very difficult. After 2 days of trying to get someone on the phone, I was finally able to speak with someone . After speaking with her briefly she transferred me to a recording. There was a recorded message which suggested that I give them my telephone number sand they would reach back to me in the order that I called and that should be in about an hour. They reached back 2 days later. I informed them that I wanted to cancel all future services. I was then given an address to email my cancellation. I did that. By this time my trust level for CPI had greatly diminished. Since they were moving at a snail's pace, I contacted my bank and officially cancelled my service by putting a stop on the recurring payments and began services with a new carrier. The stop was placed through my bank, *** on June 2. Evidently, the email sent was overlooked. CPI continued removing money from my account for the months of August and September. The bank said CPI switched some type of number so that they could ILLEGALLY, continue removing money from my account. Those CPI actions, regarding their cancellation procedures, threw the 13 years of goodwill I had towards them out the window. I want others to be aware of their unethical practices. I want money to stop being removed from my account and I want to be reimbursed for all the monies that were taken from me illegally.

Issue with my alarm system functioning properly. Rep discounted importance of my safety issue and I canceled service effective 5/16. Purchased the equipment and service 1/7. Early May , my system did not function properly. The CPI Rep discounted, even laughed at the fact that it did not work. Considering safety and $197 charges I have paid since 2003, I did not see the humor. A repair was scheduled, but the guy showed up late and said it would take him a minimum of 5 hours to complete. I have small kids and said this may present an issue because it was already about 5pm...his response was, "it is what it is" and he got in his truck and left. On 5/16 I called CPI to cancel and was hung up on after a 40min wait. I created a cancellation notice and faxed twice to XXX-XXX-XXXX as provided by billing form and website on 5/16 (I have the No Answer reports from the fax machine) and faxed on 5/18 with no answer as well. I emailed CPI my intent to cancel and sent them a Facebook message. I also mailed the cancellation notice to the home office in Charlotte, NC. I emailed Susan Porter, a customer service Rep that had sent correspondence to my house and emailed the Rep that I purchased the system from, Anton M. No reply from any of that activity. I tried calling CPI Customer Service today, 7/16. I was placed on hold for 49 minutes and then told they would call me back. I believe that I have, in good faith, tried to be reasonable in the cancellation process. To resolve this issue, I would like to speak with a Supervisor at CPI about this treatment after being a customer for almost two decades. I have all of my paperwork from 1/7 forward. It's sad because I have told many people about the great service that Mr. M provided and in turn sent CPI many customers. I can no longer tell that story. Please advise.

CPI refuses to cancel our service after a numerous requests. After the owner's comments on June 6, we decided to cancel our service with CPI. I called to cancel and was told I would be sent a document to sign. No document was ever recieved. On June 15 I sent a email to cancel our service. No reply was ever received and our monthly charges continue to accrue via statements received. I called on several occasions only to wait on hold for up to an hour and 20 minutes never speaking to a customer service associate regarding my desire to have my cancelation notice processed and recognaized. On June 25 I replied to an email regarding my InTouch services in the hopes that someone would see my request and calcel my service. I continued to be ignored. I have written out my request and emailed it without response. I recieve phone calls from CPI's accounting department regarding "my failure to pay". I again expressed my desire to cancel - it again, was ignored. I received a notice that indicated "immediate payment is in your best interest" on a final past due noticed dated September 17. - a full 3 months after making multiple efforts to cancel my service. I have CPI's equipment in my garage so that they may pick it up however, they refuse to process our cancelation. I have returned each statement received with notations to cancel service for the months of July and August. Again, this falls on deaf ears. On September 21st I called CPI and spoke with Milton. Milton advised me that cancelation is pending on my account and usually takes about a month. He could not explain the 3 months I had been trying to cancel. Late charges and credit implications could be made from this companies refusal to acknowledge a customer's request. The manner at which this company conducts itself is a direct reflection of it's owner's insensitive comments and we no longer want to be associated with the company.

We are filing this complaint due to what we feel is negligence on the part of CPI. They failed to install window sensors as they should have. We had a CPI representative come out in October to install a security alarm package in our newly built home. Included in that package was 3 window sensors. We assumed and trusted that this had been done when they came out. We unfortunately would come to find out, as a result to our home being burglarized on November 25,2020, that none of the window sensors were ever installed. In spite of being in our package and paying for them for over a year. On December 4, we set up an appointment for a CPI rep (Sonja P) to come out and review our current package. She discovered that the window sensors were never installed and assured us this issue would be taken care of. Our window was broken, allowing access to entry into our home. Had the window sensors been installed, the sensors would have been activated and CPI and police alerted sooner than it was. We have expressed to CPI that we are not pleased with this negligence and that they are in a major way responsible for this incident and have part in it. They offered to install a camera to the back of the house free of charge and the 3 sensors that were never installed, and this was done on 12/26, however, we do not feel like this suffices. We had originally requested that the camera be put in the back, but the tech placed it in the front in error. We requested that CPI assist with paying our homeowner's insurance deductible and was denied. When I asked Sonja P for this, so she could then tell her manager, she snickered (over the phone) and said "I can tell you now, that's definitely not going to happen." This whole experience has been a nightmare and CPI has not made us feel comfortable with their service. We were treated like we were being bothersome. We would like to see fair compensation for their neglect.

I believe I was dupped, manipulated, and deceived by CPI Security/CPI Security Sales Representative for sales, service, and contract(s) practices that are deceptive, and excessive and was deceived into an excessive 60-month contract that is longer than most car loans and absolutely much longer than mobile phone contracts of 24-months and mobile phone equipment costs that are roughly the same cost as the alarm equipment charges that they over-charge for. I called in to retrieve my passcode since I rarely use the service and arm the system. Once I gotten pass security checks, I asked how much is left to pay and was told $295.20 for the equipment. Upon calling back to payoff the equipment and cancel service that I rarely used I was told that not only did I have to pay $295.20 for equipment payoff but was still under contract for another 16-months for the amount of $639.84. This is Excessive and they was not willing to work with me to resolve this with reasonable options except other than to pay for the full contract and just sent me a copy of the contract! I was told by the initial sales representative back in 2018 that I could cancel anytime after the equipment was paid off and never mentioned a term limit especially that it would be such an excessive term limit of 60-months or I would not have gone for it. Based on most other CPI Customers Ive spoken with only have a 36 to 39-month term so I believe I was dupped and manipulated into an excessive long-term contract by shady sales/service practices and want to payoff my remaining equipment charges and my service/term and remaining service costs be written off or at least significantly reduced to rid myself of CPI Security. I wouldnt recommend this company to anyone after these practices, their un-willingness to budge and work with people on providing more reasonable options/settlements to these issues not to mention how I and so many others have been treated by CPI Security.

CPI is giving us conflicting information about cancelling our service. We changed providers for our security system and called CPI to pay off the balance of the equipment we financed with them when we set up service. Initially we were told that we had to pay the balance of the equipment and remaining months of service and I told them not to change anything and that I would call back. My husband called back the same day (Sept XX XXXX) and spoke to Alyssa Hamlin in the cancellation department and she told him that if we paid the balance of the equipment ($458.62) then we could cancel with no additional charges. We paid the balance and she told him that a document would be sent for electronic signature to officially cancel the service. When I received the document it says we are still 100% responsible for paying the monthly monitoring fee until the expiration of our contract. I called them back multiple times on September 17th and 18th and was told that the call placed by my husband on the 15th would be reviewed and we would be contacted on Friday the 18th but no later than Monday the 21st. Today is the 23rd and I still have not heard anything from them. I have refused to sign the document to cancel because it says we are still responsible for paying the monthly fee. It does not list it on the document but it is $39.99. I have found information online and from their website that says if you pay off the equipment you are on a monthly rate and can cancel but they are not upholding this. With every call they trash talked us for switching to a competitor. I have the documents I found online, a copy of the cancellation form that was sent to us by the agent who said we just needed to pay the equipment balance but put 100% of monitoring on the form and a copy of the receipt showing we made the payment that we were told to pay to cancel. It is only allowing me to attach one document so I am attaching the receipt of payment but can provide the others if necessary.

Home prewired w/CPI, Prior owner didn't connect nor myself but CPI cause chirping with fire alarms and they won't fix unless you sign up 1yr service I moved in to a 2016 home that is prewired with CPI. My fire alarms are chirping and the previous owner said it is connected to CPI. He disconnected the CPI Alarm but they still periodically chirp even though all batteries were changes. i contacted CPI to get a service call and they will not do a service call unless i activate service and quoted $149 and 12 month monitoring. Then they said I can upgrade to a new system, they will service my existing system and install a new system that is upgraded and it is $499 plus $39 month to month. I said ok to this and they assigned a tech to come out and said they would charge me after the install but I needed to provide a credit card up front. I gave them the credit card and they immediately charged me $556. I called the next day because one the contract she sent me was not including everything we discussed like door alarms and the three free devices I chose and that was advertised. I said she did not give me the $100 off which should have brought it to $399 and she charged me when she shouldn't have until they serviced my home. Because I did not feel comfortable with them for many reasons. I said I am going to cancel and would just like to pay for a service call. She said the person she had coming to my house today is just an installer (so that means she lied yesterday because she said he could service prior system and shut off connection to fire alarms) But now she is saying I need to cancel for today unless I agree to sign up for new service and a contract. I am totally confused as to why they are allowed to install wires in a home that connect to fire alarm systems and then not agree to service these. Also i asked for my refund which she should not have charged and she said it will take 7-10 days and i said but it took 2 seconds to charge you should immediately credit back. She was very rude and said the standard is 7-10 days. This should be criminal.

I have been contacting them to terminate services for weeks now due to their camera issues and they have not responded only sent tech to install wedge I originally had CPI installed may for the doorbell camera system when the tech was installing I asked if he can put something behind the camera to push it out some he said no I made a few calls after install for repair issues camera was too close to the brick wall so I never had a good angle of yard but it showed front door activity so I left it alone a few months ago when the *** crisis started I began checking camera more daily for activity because I was scared I looked at it once dark and noticed picture was pitch black I called repair they sent a tech he installed new camera a few days later I noticed I wasn't receiving notifications from camera and late night shots were still black I called again they said they would reset the camera for notifications and also for night vision that night I checked the doorbell finally sent notifications but pictures still pitch black I happen to check last notification from camera and it was almost 4 months ago I called CPI told them again what's happening that I was unhappy with service because it wasn't working I wanted to terminate we communicated for days back and forth thru email until a representative called me named ray saying he could send out a senior tech out to install a wedge behind camera I said fine he came installed it I asked why couldn't they do this months ago he said he didn't know they had the wedges in stock he said check camera when it gets dark it should help the night vision not bounce off brick later I checked it was still dark I sent another email just this October 23 to say I want it disconne/cted because it's not doing what it's suppose to the representative says now it's up to me to move my doorbell and have it rewired I want the service terminated I don't feel I should be held responsible for a service they installed and never said the positioning was going to be a problem until just last week when now it's up to me to move and rewire I have kept all the emails showing their responses I don't have an account number it was set up to pay automatically no bills are sent only the monthly draft removed only number I have was in an email customer number *** site number

I am fraudulently being billed for an item when I shouldn't be. I enrolled with CPI in September . I stated at the top of the conversation and several times during the conversation that I had previously used VIVINT as my provider and my reason for not reenrolling with the company because customer service was dishonest and the charge per month was to high! ACCT NO XXXXXXXXX. InTouch 180 Camera Payment amount $20.00 per month To date I have been charged in excess of $220.00 ($20.00 X 11 Months). The gentlemen that assisted me in the customer service area had to amend the agreement and system design several time because he was making quite a few errors. The promotion CPI was running at the time provided me with all equipment at NO COST to me and did not require a CONTRACT. The cost per month was quoted at $49.99 per month. Because the offer was good I decided to add the intouch camera for $20.00 a month. I told the representative I would just pay it off but he advised including it in the bill and paying for it over the course of 10 to 12 months would be better...12 months from September would be September . It is. July and I am still being charged the extra $20.00 for the product. It is my understanding that this is not a rented product but something I was PURCHASING. I contacted CPI on 1/16 and spoke with Donyae. I explained by concern with being billed fraudulently which was at the time 4 months of excess billing. I asked her was the call recorded from September and she confirmed it was. She advised her Supervisor would be following up with me after reviewing the call and I should expect a call within 2 weeks. It is now July 202 and I have not been contacted. The CPI security system (in touch camera and door bell camera) rarely ever work which makes me even more upset at the fact I am being billed for a product that does not operate correctly. To date I have been charged in excess of $220.00 ($20.00 X 11 Months). This is FRAUDULENT BILLING. With me following up and not hearing anything back or my account adjusted to stop the charge and me refunded for the excess charges at the time confirms CPI is fine with fraudulent billing. CPI cannot blame their lack of attention to this matter due to COVID 19. This issue was raised well before the pandemic. CPI is not an honest company and one that cannot be trusted to do the right thing by their customers.

CPI security system was not working correctly, I complain to CPI. They refuse to acknowledge the problem, and overcharge me a cancellation fee. In October I got CPI to install an at home security system because I was having issue with vandalism outside my house. I explain to CPI my issue when I speak to them on the phone. The representative assure me that the CPI security package I requested will have camera outside the home, and it's motion activated so if anyone cross into my yard I will get a notification. I sign up for the service expecting that their system will work. However, about a month into the installation, I continue to have issue with vandalism. People were coming by my house while I was at work, and smashing the brick stairs. I complained to CPI, informing them that the motion sensor camera did not work, they denied there was a problem, and insist that I still get notification. However the motion sensor camera seem to only work sporadically. My house continue to get vandalize, and CPI sent a technician over only to tell me the same thing. They continue to insist that there is nothing wrong with there system. I cancelled the service because the security service does not work for the purpose that I need for it to work. CPI was very hostile toward me, and inform me that they will charge me a cancellation fee of over $2000. I remember when I sign up for the service they inform me that a cancellation fee will only be about $400. However, I do not feel that I should have to pay a cancellation fee at all in this instance. Because, I have to cancel the service due to CPI system did not work as they promise. I speak to CPI manager, and he does not even care about my complain. He speak in a mocking manner, and inform me that he is the authority on CPI account, and that it does not matter why I have to cancel the service, I still owe CPI more than $2000 for the cancellation. This is a ridiculous charge, because, all of the equipment combine, plus that one month of service does not even cost anywhere close to $2000. I have to pay for all of this already at installation, plus the monthly service fee for a system that does not work. CPI has sent my account to collection, and increase the cancellation fee to $3641.75. I do not think that I have to pay for an erroneous cancellation fee when a security system that I obtain does not work for the purpose that I got it for. CPI account number: XXXXXXX CPI Sale Rep: Ken B Collection agency: *** XXX-XXX-XXXX

I sent cancel request by email 6/16 & advised to not take another payment. They still took out payment on 6/20 & will not refund prorated amnt I called CPI on 06/16 to cancel svc. Followed prompts on phone to submit by email at *** on same date. I never received any correspondence. Contacted them again by phone on 06/25 and put on hold. Followed prompts to have Representative call me back "within 20 mins." Rep called me back and transferred me to another line (not advising me of such) to be put on hold again for "19 mins." I then texted their Customer Support line and got *** by text. I explained that I wished to cancel due to CPI President's insensitive comments about social injustices and BLM movement. Advised her that I had sent request by email on 06/16 requesting service be terminated, as instructed by CPI phone prompts. In email I advised that my last payment should be 05/20 (as instructed by their phone prompts), and to terminate service with my name and address information. Advised that another payment had been taken out on 06/20 and that we had already had another security system installed on 06/25. I requested service be terminated immediately and refunded for remainder of the month of June. Expressed that we should only be billed for 06/20 - 06/25. Sent picture of my email on 06/16. She at first advised by text that "this is something you would need to speak to a member of our cancellations department for." After I texted requesting how to speak to someone in that department and explaining that I had been put on hold again, she texted "I apologize for that. That is our customer support department that handles processing cancelling accounts." She then copied and pasted a long tex about being deeply sorry about the President's comments...they are increasing diversity training, etc. I explained that I already had another system installed and wished to cancel. She then proceeds to text if "were they offering you something we were not?" I again requested to cancel CPI service immediately and to refund what we are owed. She advised she will request a member of customer support to follow up in this matter. I asked if they'd be calling and how soon could expect communication. She texted, "You may receive a cancellation letter via email in 2-3 business days." She then added that they do not prorate the last draft. As I followed the prompts on their system to cancel service on 06/16 to send email stating date of last draft to be taken out, I find this highly unprofessional and with poor customer service. Her last response was "we do require a minimum of a 30 day notice." When I advised that instructions to cancel did not indicate this, she stopped responding by text. We have been a customer for 13 years now and are highly offended that we have not been treated better than this. Their very system stated explicit instructions for those wishing to cancel after the President's statements. We followed those instructions and have yet to be contacted by anyone by phone or email. The representative who texted was unprofessional, in my opinion, and gave vague details on how and when we would be contacted. I want to terminate immediately and wish to be refunded for dates 06/26 - 07/20 as we now have a new security system.

Due to an error by their employee they are now charging me thousands in bogus fees. In March I spoke to their sales rep to inquire about the cost of moving my service from my house in Charlotte, NC to my daughter's house in Hinesville, GA where I was moving. Jerome told me to leave my system and sell it with my house and they would outfit me with a new, updated system at my new house and my daughter's system would then be moved to her new house. In June after I moved I contacted them to see about setting up the appointment for the new system to be installed. I was then told since I didn't own my daughter's house I could only get a "renters" system which doesn't give me the equipment I need to care for my terminally ill teenage son. I told Jerome back in March exactly what I was doing and that I was moving into my daughter's house and she was building a second house for herself, not once did I tell him I was buying the house nor did he ask. I wouldn't have even knowns that there was a difference. After multiple calls with multiple people at CPI they told me they would give me a homeowners system if my daughter signed off on it which she offered to do multiple times. They then proceeded to tell me that I would however have to pay for the system out of pocket for a cost of around $1600. I explained that due to covid I'm unemployed and was still waiting on the sale of my house to go through so I could access that equity. After multiple different conversations I told them to cancel my service at my NC house effective July 1st. They did not cancel my service and withdrew the money from my account for July and August (despite me no longer owning the house at that point) and me continuing to make multiple calls for them to stop billing me for service at a house I no longer owned. I finally had my bank put a stop payment on my account so they couldn't continue to steal money from my account. They continued to attempt to bill me for September and October and only then did they call me to ask me to fill out a cancellation form. They did attempt to withdraw the money from my account in September, October, November and again December 1st. Last week I received a final close out bill from them in the amount of $1601. They are charging me return check fees for these months, late fees for these months and a cancellation charge of $1400 despite my equipment being paid off so it's not like I owe them for my system. Their staff continues to call me and are extremely nasty and have threatened me. I was a customer for 8 years, in all that time I've never missed a payment or even paid them late, I called them in good faith in March to find out how much it would cost to move my system. I went off information their representative provided to me and by the time I was told they could not outfit me with a new system so I should go back to NC and take my old system out it was too late because I had already sold my house. I've emailed their corporate offices begging for them to look into what their Charlotte office has done to me. I'm a single mother, unemployed due to the pandemic and have a 15 year old son who is terminally ill and their staff gave me bad information and now they are threatening me and demanding I pay them money I don't have nor do I believe I owe them. Any assistance would be greatly appreciated.

Continuous problems with video IE: No door bell alerts or video, No driveway alerts or way to many alerts. Plus theft not recorded due to faulty equip I had CPI install this system in 8 starting having problems with video devices ,no alerts or video from door bell. 10 they told me if I cancelled I would have to pay for the whole contract. well during this time up until 11/18 the system is still not working I have had $2500.00 worth of merchandise stolen from my doorstep without getting any alert the were there. and no video. I have had several techs, from Johnathan ,Matthew, Josh, Stephen and many Phone calls to several Reps including Crystal, Al in sales to many other folks. I've had QC guys out here Paul, Joe. I was just told a month and 1/2 ago by Paul Spangler they new they had a problem with the in-touch door bell. and was told he didn't know what was wrong with the system. I have been told that someone would call me back and they never would so I would have to call them to get in touch with them. They've kept me in the contract and no one has offered to pay the $2500.00 that was stolen from my front porch that i was never alerted it was there. I tried everything to stay with them because it will cost me another $1000 to $1700.00 to switch to another company. Now I'm at the end of my contract and its like they do not care if I leave or not. I spoke with Customers for life and they offered me another outdoor camera and have given me a new door bell that is still in test mode. which when it alerts me it tells me i have a slow connection. on 11/18/ 2020 I spoke with Al Vicencio who I thought was someone in charge like KEN GILL ( CEO ) or William Tschopp which apparently customers are not allowed to talk with. But he said he wouldn't make me sign another contract and give me the free camera and 3 months for free. Still no mention of the $2500 stolen and not recorded by CPIs security system. And if it didn't work out we will part a friends. He said that was in the past so get over it. Well that will not DO! They were her on 11/18 to install the back camera. and make sure everything was ok and left. I was also told by Joe L to go to Lowes or Home depot and get a ring door bell and keep CPI as the monitoring company. Well today I have spoke with several people to get someone to call me back because the system is still not working, I've called Alarm.com to see if I can get help to no avail. Today is 11/20 my system is not working my driveway camera is not picking anything up, Alarm.com says its not getting power. I even got a higher speed internet because Stephen said it was a internet problem. But in 2 days my system is now not working again. I called 4 times today 11/20 and spoke with 2 operators, Chrissy in dispatch, left a message and text to Paul S, to have Joe L to call me, left a message with Jessica so I can speak with the CEO Ken G. BUT NO RESPONSE FROM ANYONE! I have paid Over $2200 in monitoring fees for my cameras and alarm, Lost $2500 from theft that wasn't recorded plus $300 I paid for a interior camera, and upfront fees which I cant remember what it was. I am a disabled Veteran suffering from PTSD, Anxiety Issues and the past three years with this company has been very exhausting and affected my health. I also had Quadruple Bypass surgery 11/17 a month after they installed it, so you can Imagine what I have been through. Plus now if I go to another co. its more money I don't have that I don't have. SO in all I have lost over $5000.00 in money and my health has deteriorated from all of this exhausting problems and STRESS. I'm not sure what's that worth! And ENDLESS promises made by EVEYONE AT CPI. I do not. recommend CPI TO ANYONE PERIOD.

I have contacted CPI multiple times to get the full balance I would have to pay in order to cancel my contract. They gave me false information. I started my contract with CPI on July 6 with the sales representative Tim H At the time of contract signing, Mr. H informed me and my daughter that if we chose to cancel our contract/service with CPI, we would only have to pay off the remaining balance of the equipment and not the remaining balance of the service/monitoring fee. I decided in August to cancel my contract with CPI and switch to another company that offered to buy me out of my contract. I spent most of August attempting to get CPI to confirm exactly how much I would have to pay them in order to cancel my contract. I have text messages from one of their representatives confirming that my remaining SmartPay balance was $607.89 on August 27. There was no indication that I would have to pay anything in addition to this amount, and when I asked for something in writing stating exactly how much I had to pay in order to cancel, the representative refused to send anything to me and say that CPI just doesn't do that. This representative then told me someone would call me to finalize the cancellation process, but no one ever contacted me. I then called the CFL department where I spoke with another individual who made multiple false statements: first, he stated, again, that I would only have to pay the remaining balance on my equipment in order to cancel my contract. When he asked me why I wanted to cancel, I explained the situation and he falsely told me that the company I was switching to would bill me back for the buyout amount I received. I have it confirmed in writing from my new company that they do not every do this. Additionally, when I explained that our security cameras with CPI had never worked correctly and we had attempted to get a technician out to fix them, he said that we never scheduled an appointment. That is a lie. We did try to schedule an appointment back in April , but the technician just didn't show up. I received the buyout funds from my new company a few days ago and called CPI to officially cancel today, September 21. This is when I was told that the total amount I would have to pay to get out of my contract is around $2800. Again, they will not give me the exact amount in writing until after I sign the cancellation letter which agrees to pay all termination fees in full. I cannot sign a letter agreeing to pay an amount that I have not been given, and operating in this way is knowingly and intentionally obfuscating and tricking customers while skating by on a legal technicality. I also have an email from their representative refusing to send me the full, official amount I have to pay if I want to cancel my contract. This email exchange also states that the usual termination fee that is 75% of the remaining total balance is not available to me because I chose to use SmartPay to pay on my balance. This information was given to me after I have received what was apparently the incorrect payoff balance from multiple CPI employees who all gave me my "SmartPay" balance when I asked for the full amount remaining on my contract - and absolutely no indication that the balance they gave me was different from the information I was actually asking for. And this is all after having been on the phone waiting to talk to someone for over two hours - which is, frankly, par for the course with CPI's customer service. I'm on disability and have a very limited, fixed income, and this kind of news and treatment of someone who has been a good and consistent customer is heartbreaking and honestly terrifying. I really feel that I've been taken advantage of, possibly because of my disability.

I am being overcharged for unknown reason or better yet because I went with another company. I have been billed 2,963.89 from CPI went I decided to disconnect. When I called to get a break down of the bill, the representative stumble over her words and stuttered the whole time. She then said she needed to speak to a manager after I asked her why am I being charge beyond the equipment fee. I have smart pay meaning once the equipment is paid off I should be in good standing. She told me I owed like 840 for the equipment but really could not explain the rest of the charges. This phone call was Friday Oct 9,2020 after having me on hold for about 20 minutes she told me the manger was busy and will give me a call back today. I asked about what time because I had to work she took down the time frames that was good for me and of course no one called back. Let me know go back I have not been happy with CPI Service since the first 30 days, I have had to constantly call them because my service always seem to go out and not work. being with CPI it was frustrating calling all the time I called at least twice a month. Being on hold forever running threw the same steps go down stairs turn this off go back up stairs turn that on hold this button, followed by we have to send someone out which would be days later. I would express how this was time consuming and I always have to find someone if I was not available to be home. on one of the visit with the tech I went to work late and I had to leave him in my home because he was here for about 2 hours. I would constantly call and complain about the service that I was paying for and not getting, and all I would get is I am so sorry. So when I had a chance to go with another company and cut my ties with CPI I was worn you all would over charge me but I didn't believe that. When I first call the lady looked at the camera and told me that another company was at my home on whatever date. What a violation of Privacy that she would look at the camera's and question who was in my home. Mind you the service was not working for 2 weeks but she did not notice that but notice someone at my home. She then proceeded to tell me she did want me to wine up in lawsuit's etc... after which she never process my disconnect fee, to where I was charge for another month of non-working service, when I called back I was told they did not receive my canceling email that I had to sign and email back. I told the rep the date this was done and of course I get there famous line I Am Sorry we will send it again, I made sure to sign this while I was on the phone with the rep this time, she stated she could see anything and it would take 24 to 48 hours. after about a week I called back and was told they still did not see anything and if they did it would take about 10 days. I told this rep what the other one told me and how frustration this is that I have to keep calling, even when I am trying to leave all alone. Once again I am put on hold just to be told oh they got it but I have to wait 10 days to get a final bill. leaving it up to this day where I get a bill that no one from CPI can explain to me. When in the contract as long as you pay for the Equipment and you are on smart pay I am good, where all these other charges are coming from I have no idea. I am a hard working single mother trying to protect my kids and my home and I should not be ripped off for want to protect my home the best way I see fit. CPI your severe was not good for me and my family and I should not be ripped off because of that. I really wish someone would go back and see how many time I have called and complain since I had this service and do not continue to take my money. According to other customer this is being done to a lot of people who have been trying to leave and this is not right.