On June 28, 2018, I call CPI because we were interested in installing a security system in our home. I was called by Justine Sanders. We began the process of describing our house and what equipment we wanted. Several times, I asked if someone would come out to perform a site survey to ensure the equipment would work. I was assured that was not needed and that we could "virtually" walk through the house to make sure we had everything covered. Justine seemed very frazzled and unsure of what she was telling me and had to put me on hold multiple times to talk to her manager. She was so unsure of how to perform her job that we could not complete the deal on Thursday. She had to call me back on Friday. We finalized the deal for $2700 worth of equipment, $49.99 monthly monitoring fee, and paid upfront for the equipment. Much to our surprise, we received a call the next day, June 30, from Mark Barber telling us that the deal we had made and paid for with Justine was not accurate. The 5 door sensors exceeded the 3 allowed in the package and we would have to pay $80 more for the 2 extra sensors. And, the $49.99 monthly monitoring fee that was quoted and sent in the contract was not accurate either. Our fee would be $59.99 because of the number of cameras we wanted. The top of my head blew off. After 5 additional phone calls with Mark, we (not CPI) compromised and agreed to proceed. It took 6 days and multiple contract iterations to get it right and include all that we had discussed. Our installation was scheduled for July 6. The technician arrived. He was very pleasant and helpful. We still did not have the updated contract for me to sign. So, in the meantime, the technician began a site survey to check the internet speeds to support the equipment we had purchased. Much to our surprise AGAIN, our internet could not support the equipment. Had a sale rep come out instead of phone sell CPI, we would have known this upfront and could have upgraded/changed to support a security system. Do not allow CPI Sales to manipulate, coerce, or force you into agreeing to anything on the phone. Apparently they care more about the sales dollars than they do about providing excellent customer service. read more

CPI Security does not care about their customers and here is case and point. I reside in the Charlotte, NC area. Two weeks ago two black males entered a home in a robbery attempt. The homeowner arrived home and shot one burglar and the other fled. Several days after learning of this incident which occurred in my neighborhood, I called CPI and told them I wanted external video cameras installed and advised them as to why. They attempted to schedule the new install a month later! I told them this was unacceptable due to the circumstances. The rep told me she would contact the manager and do everything she could to do it ASAP and she would call me back. She never called me back. I called CPI customer service several days later and offered them this: If you can't have someone out here this week (Called on Monday), I would cancel service. What do you think they did? Nothing! No one called me back. There you have it. CPI Security doesn't care if a shooting occurred in one of their customers neighborhood and they want to add on equipment (external video cameras). I will do everything I can to sway neighbors and all of the military NOT to use this company. When you go to cancel via phone, they put you on hold (on purpose I'm sure) for a loooong time! This is apparently strategic on their part to try and get you to hang up and stay with their security. NOT this guy nor should any potential customers. This shows that the CEO Ken Gill does not give a crap but other than the bottom line...money to line his pocket. Saddest part is, CPI corporate is right here in Charlotte. I am a Carolina's Panther PSL owner. Perhaps I will write to LUKE KUECHLY. Let me see what he might think about all of this since he is their spokesman. Finally, Panther fans, don't let the CPI lights/signs at the Bank of America Stadium (Panther stadium) fool you. That is what you pay for in your monthly services and so when you hear the commentators say, "CPI Security" during the program, think about a robbery attempt in a neighborhood, one robber shot, CPI customer service as heartless and dispassionate. What a joke. read more

I am writing this review to advise public to avoid doing business with this company. If are you already doing business with this company, you should never give them your bank account information. This company is withdrawing money from my account for the security cameras which were never installed for last 4 months. It is against the law to withdraw money from some one's account for the services which are not being provided. I had initially written a detailed review about this issue in March 2025. Two weeks after my review was posted, I received call from Joshua Crotinger, who told me that he was GM of CPI Raleigh office and would solve the issue. I told him that initial quote included 4 security cameras' price and monitoring. However cameras were never installed due to weak signals of internet. I was being charged for the price and monitoring of cameras inspite of contacting sales person multiple times, billing department and customer service. He told me that he would resolve this issue. I waited for his call for 2 weeks and then called him. Then he opened my account and agreed with me that I was being charged incorrectly. He told me that monitoring will be $39.99, price of system $22.15 and total $ 62.15 per month. Fourth month with drawl showed some credit but again it was less than what it should have been which means they are still charging me for services which I am not receiving. I sent message to Mr Crotinger about it but he never responded. One week later I called him twice but he has never returned my call. It appears that this company does not have any accountability. It is disorganized with poor business ethics. That is why employee are dealing with customers without fear of accountabilty. They do not care about customers' complaints or reviews. I had called customer service and wanted to talk to owner or CEO or any one in administration but I was told that I can not reach any of those. Khalid Aziz Bunnlevel, NC azizdiabetes@yahoo.com read more

just now New After 5 years of being a CPI customer, I happily ended my services today. Last week, I reached out simply to change my banking information for monthly payments via email. What should have been a simple task turned into 5 different agents emailing me all different information. I finally spoke with Marie who agreed her colleagues had given me the run around. She changed my info and said that since I'd been a customer for so long, she could upgrade the equipment. Weird how I had to call in for a complaint after 5 years to get that offer. I scheduled an appointment and on that day, I got no follow up so I called. Courtney confirmed my appointment and said I'd get a text soon with an ETA. Less than 10 minutes later, a text came to cancel my appointment with no information on rescheduling. I had taken off work so I called back. I was told that "things up come up" and that it was "only 11am" so it shouldn't be a big deal. No one came. No one called to reschedule. I called back and spoke to Desiree who confirmed that "OPERATIONS" had dropped the ball. Everyone pointing the finger but no one got anything done. She assured me that both she and her "lead" were taking care of it and that I'd get a call the next morning (today). You guessed it! No one ever called! After 5pm, I finally called and requested to cancel my services. Out of ALL the people I had to speak with, not one of them even apologized or expressed any empathy for what happened. One even told me today "well you're calling us so you need our help." That's the way they're trained to speak to customers who are already having a poor experience? Worst customer service I've ever experienced. How do you drop the ball this much and lose a long time customer? You'd be better off using AI bots for your call center if that's who your customers have to deal with. read more

I've been a CPI customer for about 6 years now. I've never had a single issue with the system. It's always been very reliable. We bundle our cable, internet and phone (VoIP) and several days ago I upgraded our provider equipment. Something about the CPI system setup we had didn't communicate well with the upgraded ISP equipment - the alarm system was throwing a periodic phone warning. So I called CPI to discuss it. The easiest way to address the issue was to do something that I'd been contemplating doing anyway - convert the system to cell based rather than landline. Made the appointment on a Saturday, and they were able to come first thing Monday morning. The tech (Keith Blanchard #4643) was supposed to be here between 0800 and 1200. He called at about 0800 to let me know he was on the way and expected to arrive in about 35 minutes. He rang my doorbell 32 minutes later. He checked the system, made the change, and then rechecked all the alarm points and communications for proper functionality. The upgrade allowed me to avail myself of the CPI Online/App functionality. So he walked me through getting logged in both from my laptop and via the new app on my mobile. He stayed until he was sure that I was satisfied and everything was operating exactly as expected. I couldn't be more pleased with a technician and a company that both say what they're going to do, and then do what they say within the timeframe it was expected to be done and do it with professionalism and pleasantry. read more

I started with CPI back in 2003 when it was recommended to me by a work colleague. When originally installed, the system was hard wired through the telephone landline. I experienced no problems for years until the system was upgraded to an InTouch system which works over wireless communication towers. Over the past 4 years someone has been able to gain access to the home other than permitted family members. Items from the home have gone missing and there have been signs that someone has made themselves at home when the house is unattended. However since there are no signs of forced entry, a police report is useless. Proving an intruder gained access is difficult with the system I have. I suppose if someone has enough skill to gain entry without any record on the system panel or by logging in to the online account, they have enough skill to cover their footsteps. And if items here and there have been taken over an extended period of time, you are basically out of luck with filing an insurance claim. Good things about the company: there is always someone there to take your phone call, they respond quickly when there is an alarm signal (unlike my parent's antiquated monitoring system who will take up to 20 minutes to respond during the night) and the majority of customer service reps are professional. Needless to say I'm still a customer but will not renew another contract. read more

I have had 2 other Security Systems (ADT and Monitronics) within the last 10 years before switching over to CPI. The previous companies increased their monthly fees each year like clock work without new services or improved customer service. I always thought that most businesses wanted to keep your business when you paid your bills on time and were low maintenance but not ADT or Monitronics. I called both companies to challenge the additional costs but they seemed to be non caring and did not care if I switched to another company or not. I have been with CPI for 2 years and so far everything has been excellent. No False Alarms which occurred with my previous security companies and no additional fees or up charges. My cameras , apps, smoke detectors, carbon monoxide detectors, motion detectors, key pads, back up cell phone , window detectors, and alarm pads work like a Charm! read more

Great experience so far (about 2 months in). Super easy installation and great system. I had Xavier Guevara do the install and he was professional, quick, and extremely helpful. Not only did he know what HE was doing, but he walked ME through my new system and phone ap to help me understand all the different features/functions so that I could use with my system. CPI also takes privacy and security very seriously, the entire process made me feel really safe and secure. Xavier Guevara was incredible and anyone would be lucky to have him be your installer. As a new security system person in general, the only issue I have is that its slightly more expensive on a monthly basis than it really should be. BUT CPI seems to be priced competitively/ at market rate, so I guess I can't really complain, so they still get 5 stars in my book. read more

I've been with CPI Security for 5 years, and man, they're my jam! I dug deep before picking a system, and CPI came out swinging--especially with that direct 911 line. No messing around when it counts! My place feels like it's got a 24/7 bouncer. Setup was stupid easy; the installers were cool and didn't smirk at my dumb questions. That inTouch app? Total boss move--I'm arming my house or eyeballing my porch while I'm out scarfing burgers. Their wireless signal ain't perfect, but it's still damn solid--way above average, probably second place in the only spot they're not straight-up number one. Everything else they do? Top of the freakin' charts. Called support a few times, and they're actually human, not some annoying robot. CPI's got my heart--trust these folks to keep your crib safe! read more

I have been very pleased with CPI since having it installed over five years ago. I didn't think I needed a security system, but a friend convinced me otherwise. (He also had a CPI system) I agreed to speak with a sales rep ( sorry, I don't remember his name) and was immediately impressed! I utilized a promotion offering free installation, so no upfront costs. I feel the monthly cost is reasonable, considering the peace of mind I experience. The system is very user friendly, and if you have a question, customer service is extremely quick to respond. Friendly too! Yesterday I upgraded to the INTOUCH system. Ryan, the installer, did a fantastic job, especially working with the weird wiring in my home. He was very kind, friendly and knowledgeable! I would recommend CPI to all my friends! read more

The sense of security is what I like most. I did have problems with customer service in the beginning. The installation went fast because he was late and was in a hurry so he didn't go over things well but I understood the most important things. I had to have a new door jam installed later and you would be shocked at what was used to install your little magnets in the jams. I think the price is high and don't like having long contracts.You really end up paying for it all in the long run. The one thing I wished they would have is security cameras that record 24/7 without it costing you an arm or leg. There are a lot of negatives but the 4 star is feeling security in my home is most important and I have that. So 4 star is what it gets. read more

Excellent installation of my security system from start to finish! My sales contact, Britt Boatwright, did a wonderful job of explaining all my options so I made the best choices possible for my new home. The price is very reasonable and the system is working great. The installation technician, Xavier Guevara, was a consummate professional...working quickly and efficiently to install all the components I had ordered. He cleaned up after his work and took the time to patiently and clearly explain the operation of my new system. So pleased with this experience all the way around! These CPI representatives took the stress and complexity out of this process and made me feel great about my choice to go with this company! read more

We've been using CPI for quite some time now. Originally, we had it installed in the house where my elderly mother was living. The devices offered (digital door lock, interior camera, notifications, neck pendant, etc.) were all incredibly valuable in helping us to keep her safe. When Mom passed, they helped arrange transfer the system/coverage to our own home. Xavier Guevara just did that install. He was most helpful in assessing points of potential exposure, and helping get the equipment placed properly. He was a complete professional. You can buy a cheaper system, but I elected to stay with CPI because of the quality and reliability of the services we've experienced thus far. read more

Byron Jackson came to replace the land line with WiFi. He was on time, asked pertinent questions to get started, and got right to work. He conducted his work in a very efficient manner and completed the installation in a timely manner. He was professional, courteous, and industrious in every way. He answered my questions competently, and explained in detail what he had done and what to expect in the future. He gave me a manual, and left me with a sense that all was well with my security system. Great job by an outstanding technician. His supervisor came by and exhibited the same characteristics I've described above for Byron. Great team. Happy to be a CPI member. read more

CPI called me in reference to my last review. The Customer Service Representative took the time to listen to my complaint and offered ideas and ways we could correct the long standing issues. She apologized for the mis understandings and set up a time that someone could come to my home and fix issues. I was pleasantly surprised and happy with the end result. This is how a service company should step up and heal issues with their customers. Good Job CPI I hope other companies take note. As consumers we spend our money monthly for service and usually get less good service after the salesman leave. CPI is changing the game. Thanks CPI read more

Josh Langley came to our home to discuss options at 6pm after we got off of work and was absolutely fantastic. He was patient with my questions and zero pressure. He seemed caring and genuinely interested in the safety and security of our family. This was followed up by Xavier Guevara coming to do the install and he was the consummate professional. He took the time to make sure that we agreed on the ideal placement of the components and took the time to make sure that we fully understood how the system works. Overall, between the pricing and customer service that I've received, I couldn't be more satisfied with CPI. read more

KUDOS to Dave Bonin!!! I had my CPI Security alarm upgrade today and was lucky enough to have Dave Bonin as my technician. Dave was very professional and knowledgeable. Dave did an complete check on my old equipment and the new items; he was very efficient and detailed oriented. I had several questions about the upgraded system and Dave was egar to answer all my questions. Before leaving he showed me how to use the CPI App. Dave is a wonderful technician, I will request Dave if I ever need a technician to come back to my house. CPI, Dave is a true asset to you company. Thank you Dave for hard work and caring attitude. read more

When the sales lady knocked at our door. We quickly said no thank you. She asked for 1 minute of my time to educate us. Best decision I've made this year not only have I become educated on the system but that crime doesn't know neighborhoods, borders genders or race. Jessie ayers ensured our home was completely protected. She stayed for the install, taught us how to use our app on the iPhone. Twice I've called her and she's been back over to assist. Goes to show that she cares and we weren't just a "customer". My wife and I recommend not only cpi security but also call Jessie for your security needs. read more

Josh Langley was very professional and personable! He came to our home on very short notice to show us all CPI had to offer. We had a lot of questions about the system and the security of our home and safety of our family. He made sure to answer all of our questions and gave us huge piece of mind! He even checked up on us several times to make sure we understood the system and to see if we had any problems or questions. We surely made a new friend after all of this was completed. I highly recommend giving Josh a call and setting up a consultation. He is the best with no high pressure sales tactics! read more