Horrible service made appointment yesterday for today between 8 and 12 called them them at 1130 to confirm was told that they will be here well at 1230 NO CALL NO SHOW. Called them she proceeded to tell me to let her call them to see where they were at informed her that my time is valuable and that I want them to cancel my 39 month contract that I am going to go with another service you would think that after years there would be some kind of urgency from this company the rep stated she will let them know to go ahead and cancel as opposed to making this situation right. I have choices and will be cancelling this service immediately read more

Very poor customer service & products. They will draft money from your account even after you have canceled your services with them. I would give them no stars if I could read more

This company you called to PAY???they keep you on the phone for hours,ask you to push 2 for a call back with in 20min. and never call back.Then you get a late notice,but no one to assist a by phone payment.Why should you have a problem paying your bill.Please take the 1-8881398-5525,the 2 star was for customer service,very poor. read more

I had CPI installed about 6 months ago and it was a very good experience from start to finish. They explained everything very thoroughly when I called to inquire about service and set me up with the best options for my home layout. There was no pressure, just information. I ended up getting the doorbell camera, some perimeter devices for doors and windows, the smart hub and an outdoor camera. Installation was quick and the techs were super helpful and respectful. I had an alert about a month ago, where some people were approaching my house from the back yard and the whistle on the outdoor camera scared them away. All in all, I feel much safer for myself and my family with CPI protecting my home. I definitely recommend CPI to anyone looking to install a home security system. read more

Professional and reliable. I trust what CPI is doing, as they are genuinely about protecting their customers and not just trying to make a profit. Melissa P., one of their most valuable representatives, has helped countless people, including myself and my parents. Thank you Melissa and CPI! read more

Until today, I was extremely satisfied with CPI security. I acquired another property and called to see whether they can install security on my single-wide trailer as I renovate the main house. The representative told me that she would do everything for me, since I've been a loyal customer. She said she was going to email me, etc. As I told her I'm currently out of the country, she did not email me. Instead, she just left a voice mail stating that CPI security doesn't do single-wide trailer, even though it's been fully renovated. Instead, she just said to call once I finish renovating my house. I'm definitely going to start looking for another security company that won't discriminate on the type of home someone has. Assuredly, once my main house is completed, I will be taking my future home security business elsewhere. read more

Made several requests for service appointments due to constantly having to reset cameras and for a sensor that popped out for no apparent reason. Requested appointments on 2/16, 2/18, 2/23, 3/10, 3/16 and 4/4. Haven't even received replies to emails sent on 2/23, 3/10, 3/16, and 4/4. When you call, you're waiting for 10+ min. They came highly recommended but their service is awful. Techs are perfectly friendly but clearly they can't solve long term fixes. Was offered a discount for two months once I finally spoke with someone. Seems like a poor attempt at service recovery given the frustration experienced. read more

CPI = Rip Off before you sign read the Contract twice and then tear it up! I signed up with CPI in 2011 there was an existing system already installed in my home. No Complaints until October 2018 when Hurricane Michael fried my system and then CPI wanted over $2,300 to repair my system. Then continued to Charge me a monthly monitoring fee when my system wasn't even Connected! Here I thought I was doing good but supporting a hometown NC business... what a crock! Avoid these crooks! They did the same thing to another friend of mine who's also a Disabled Veteran. My friends were told they needed to upgrade their equipment since CPI had upgraded theirs..what CPI didn't tell them was they would be charged full price for the upgrade! They didn't find out until they received the first bill when they tried to cancel they found the "work acceptance" form was actually a contract... read more

They are crooks! I've been with them since 2013 and used them for two different homes. Now I'm trying to cancel because our new home comes with an alarm system and they are telling me I owe them almost $1,000. They have me in 3 different contracts which does not make sense. You would think with me having them for 8 years they would try to work with you but both the representative and his manager that I spoke to were not willing to,help at all. I will never use them again and will warn people I know as well. read more

Piercing fire alarms going off at 2 AM. CPI was clueless and no help in getting it stopped. Shop around.

Beware before getting CPI. Had a planned installation for three weeks now and they call today and try and say it will be $500 dollars for the installation and system. Needless to say since they just tried to scam me and rip me off I canceled and will be going with another provider. Customer service lacks as well and clearly mismanaged or run by a bunch of incompetent people. read more

RUN! Installation was disappointing, service itself problematic and outdated, and customer service is worse than wal-****. They say no contracts, yet I have been bombarded with emails demanding that I sign their agreements... and then they just outright block my service. Now the doorbell camera flashes for any criminal to see. They basically told me on one of my calls to customer service to either sign the contract (of which the salesman still says "theres no contract") or good luck. Matt the district manager (or thats what they say) refuses to speak to me, the salesman keeps saying this doesn't happen, and then 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, however, I would of course own the equipment 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. ALL LIES AND DISHONESTY! read more

CPI Security - Invoice after disabling my system and refusing to return calls. - Security Systems Near Me - Charlotte, North Carolina

I have been struggling with customer service for months. They are rude, aggressive and do not follow through with what they say. For months I had a service, but because of on error on their part, not sending me a contract, I was threatened, harasses and verbally assaulted in spite of me asking four time for the contract. No one sent it. Months later ai found they Misspelled my email address which was the reasons I never received the contract. Still they refused to turn service back on in my name as it had already been taken over by a different person. stay away from CPI. Stay away from customer service reps like Al who are aggressive on the phone and threatening. there are other companies. read more

Never will do business with this company again! Was a hassle since the day I started service with them, initial price for equipment I had to purchase was not correct and kept increasing! Now after a year of having service I called and canceled service and the next month they still took the monthly service charge out of my account. After multiple attempts to get my $50 back I think they may be crediting me back for this month service fee since I wasn't in a contract because I am a renter an had to purchase equipment outright. We will wait to see if $50 get credited back before updating any reviews...... read more

Low quality equipment, and the longest wait time for customer service of any system I have used.

We signed up for CPI when we moved to the Charlotte area in January 2016. We were not directly told it was a 5 year contract with NO CANCELLATION PROVISIONS! Now after 4 years and 3 months we are leaving the area and moving into a rental house while we decide either to build or buy in northeastern NC. There is no CPI office in the area where we are moving!!!!! In order to cancel the remaining 9 months of our contract we had to pay $375. I WOULD NEVER RECOMMEND THIS COMPANY TO ANYONE - EVEN IF THEY WERE THE ONLY SERVICE IN TOWN! I would rate them negative stars but that's not possible read more

9/17/17 we arrived home late at night, we did not bring our home keys as the front door has an keypad door lock. When we left that evening the door lock did not show low battery that day or when we left. So when we arrived home the keypad door lock was dead with no availability to enter the house. I called CPI to provide assistance and was not informed on the protocol of touching a 9v battery to the bottom of the keypad. I was on the phone for several minutes and as I was informed the customer service should have advised this is the first thing to do when this issue arrises. When no other option was presented I advised that I would break the back door jam to allow myself and wife back into the house. This occurred over a month ago and several times the customer service teams provided the repairs would be covered by CPI, I had two different contractors set up appointments, the first one no showed, the 2nd came last week, took measurements and said he would order a new door and frame. Just today a rep from CPI named Joe Lieber arrived at my house to inform me that they will not cover any of the damages because I did not provide the customer service team at the time of service problems enough time to solve the problem. They said had I waited for a supervisor my problems would have been solved. This should be the first thing to say to someone when the battery is dead on a keypad door lock. Why did this rep have to come to my house, ask what happened, confirm to me that the rep should have said use a 9v battery but then say "we're not going to help you"? I have never had a problem with my security in nearly 3 years and this whole time reps keep calling me and requesting I sign upgrade waivers to extend my service and increase my monthly bill. My house has not been secured for over a month now, We cannot lock the back door and very nervous a potential break in could happen as we have no chance to lock the door. I have spoken to two head QC personnel named Eric (828-312-0084) and Daryl (704-363-6165) who said they would have this handled. This has been the worst experience, I am paying for a service that I am not getting 100% use of, my house is not secure and these professional have led me on this entire time. read more

Three canceled appointments before they finally showed up to fix my system. 30 minutes after they left I get a faults alarm. I have been trying to call them for an hour and either the phone rings and then cuts off or I get a busy signal. CPI is the most frustrating company I have ever dealt with and I regret ever getting my system with them read more

Try another security provider I moved into my previous house in 2017 and took over the existing system with CPI. When they came in, they gave me a new sensor, a key fob, and a carbon monoxide sensor. Over the 2.5 year period I kept my contract with them, my sensors constantly malfunctioned and lost contact. I had multiple visits from technicians who couldn't fix it and alerts and email around the clock nearly the entire time. They even once called my mother in law (why?) to discuss it with her when they couldn't get in touch with me. Well, we moved out last week and since then I have called multiple times to cancel but they would never send me the cancellation letter. Since then, CPI has been notifying me of the new homeowner's security events. Today I had to call three times and be escalated to a manager to get the letter. On top of all of this frustration, unknown to me, I was on a 39 month contract. So unless I stay with their service (financing new equipment) they say I will be paying a $200 cancellation fee. I'll be glad to work with new providers. At this point, I wish I had torn out the old system and called ADT. UPDATE: I still have access to the old security system. Privacy concerns anyone? read more

We had a good run. We were loyal and happy CPI customers for more than 12 years. Our system konked out on us about 8 months ago in our home in NC. They talked us into upgrading our system to a newer model since the old one was apparently no longer supported. We got good service from them in every case (hence the extra star), but then we decided to move to GA. That's when the trouble started. They wanted several hundred dollars to transfer our system to GA. After being loyal customers of CPI for so long, I couldn't fathom why they wouldn't want our continued business in our new home. But apparently they didn't, as I never talked them out of the "moving house" penalty fee. I told them I would continue to pay our monthly service fee until our financial obligation was fulfilled. Since we went with a non-contracting company (I've had it with contracts) here, I certainly recognize that we owe them for the equipment we left behind in the old house. So they sent me a bill for the remainder of our contract... and apparently they wanted it all at once. When I made my next monthly payment, they hit me with a late charge. I called their billing department and a very nice person there was willing to remove the late charge and let me pay it off at something like twice our previous monthly billing amount. BUT they were going to still charge me a late charge every month and he promised to remove it every month. That's just too risky. I just paid them their dirty money and got out. But I'll never use CPI again. read more

if i could leave a lower star rating, i would. they quoted me 11k for a security system that 2 others quoted at less than a thousand. quoted me for 18 door contacts and there are only 7 doors in the whole building. Highest price vendor that saw a very nice medical building that they thought they could take advantage of someone they also quoted me 143/mo for monitoring after paying the 11k for the system. my advice is get another quote and run from these jokers. ripoff city here read more

If you ever want to leave then it is an absolute nightmare. After fulfilling my five year contract with them I offered to sign a new contract. If they would upgrade my equipment they were going to charge me above market price for the new equipment so I decided to cancel. it took them well over a week to cancel my account and release the licenses to my equipment so I could use them with a new provider. I recently just noticed they billed me for the upcoming month. Apparently their policy is you need a 30 day notice to cancel, which is in their contract in their literature, but it is impossible to give a 30 day notice and not get billed because you are billed every 30 days so if you decide to leave you just have to resign yourself to the fact that you will be paying for a month after you leave. In hindsight it is now well worth it because I have the same service for half the price through another provider. read more

The Panther players and staff may get good service but don't be fooled into thinking you will. Want alarm system malfunctions repetitively waking you and neighborhood at 4am etc - go with these guys. Desire a company that doesn't know how to fix problems with the alarm system, but use these events to upsell more gadgets (that will likely go wrong) and ever increase your bill- yup, go with CPI Home invasion folk and good thieves can get in and out of a property pretty fast. Want slow response to alarms and notification of police decreasing your chances - again CPI are your guys. They should spend less money on advertising and more on qualified technical personnel. Check out ADT and Brinks. read more

I really wanted to like this new system but it has been one problem after another. At first the install went poorly and a smoke detector needed to be replaced immediately, but I had to wait until the next day for that. Yet as I walked around the house after he left I realized the installer left debris pretty much everywhere that he went. Then to top it off, he left all of the boxes in my garage so I had to discard them and take them apart into the recycling and trash bins. Now the system continues to disconnect from the Wi-Fi, rendering it basically useless to connect to and use. And as I type this I have been on hold for 26 minutes waiting for service. Regardless of the nice TV commercials I cannot recommend their product and certainly not their service at all. Well, not if you want it to work. read more

Damon Austin, Techician at CPI was extremely professional, curtious and knowable. He was on point efficient and the plus is that he left no mess behind and cleaned up after himself the entire time. read more

I signed my 60 month contract in 2013, if it all works then no issue. If you have to talk to them if becomes a different story. I can understand them making sure your the owner, no issue. But I have had repeated issues and dread calling them. This last time I flew off the handle, that's my bad. I just have such dread when I have to deal with them. My Z-Wave Kwikset door lock they installed 4 years ago died. I bought a replacement thinking no issue, just add a new device to the system, good to go. I guess that's not an option. They told me they couldn't help. I would have to buy the equipment from them and schedule a service call to have it install. I'm not taking a day off work to have it done. I will stick with the lock off their system. I'll just add a new system and cancel this one. Not worth the effort dealing with these guys. Really - Don't Do It. read more

From camera outage to door lock to another camera in less than 30 days. I called them to have the equipment removed only to find out that the won't do a removal on the weekends. We have to take time off from work to be on their schedule. Sorry equipment and sorry customer service. read more

I'm leaving this in review form in hopes that if anyone else runs across this problem they won't freak out thinking they've been hacked like I did. So was at work and wanted to check my home cameras. So far so good. When I went to log out, there was an unknown icon just above the log out tab labeled Needlefish-Minnow.b53 Since my fingers are bigger than 2 millimeters I accidentally pushed on it while trying to push log off. Somewhat disconcerted, I looked for Needlefish-Minnow.b53 on the inter webs but only came up with places wanting to sell me lures. I then called CPI Customer Service but since Tech Support has already gone home they asked me to call back in the morning. Ok, so now it's morning. I called, got a hold of Tech Support and they immediately told me that Needlefish-Minnow.b53 is a known, intermittent glitch on the iPhone app that is of no concern. I asked if there could be a possibility of adding my concern to a FAQ page and was told that a suggestion will be entered. I'm posting this in hopes that if YOU run into this problem and attempt to look up Needlefish-Minnow.b53 the inter webs will direct you to this review. Rest easy, it's nothing to worry about. read more

Nothing but disappointed in this company and the system. We have accidently triggered the system 3 times, and no one has called to verify there was an actual emergency. The system has been up and running since the end of July 2021, and I've already had to replace the fire alarm batteries once (that's a red flag). Apparently the system is not tied to other smoke detectors in the home, so if a fire starts upstairs, we're out of luck. Amazingly, they only alarmed ONE window in my entire house, so burglars have a good chance of breaking in through a window and not triggering the alarm. The system is not flexible. It is incredibly slow to send notifications (in most cases hours after an event). I could go on for ever about this experience, but I'll leave it at that. read more

At some point, providing a good product has to be accompanied by providing good service. We all know that computer manufacturers and cable services are notoriously bad in customer service, while the products they provide are in general very good. Frankly I don't understand it, it's a practice that only serves to undermine the good that they've created. CPI is a company that provides a satisfactory product in security systems, backed by what in all evidence is solid support, but then decides they have to resort to certain practices that grossly undermine all the trust they have built from their customers. The problem is their contract. We were approached by their salesperson, and distinctly remember (by more than one person) that he said the contract is for 2 years. In very small print - that they DO NOT point out - among thousands of words, the contract says 5 years. Looking at BBB and other complaint sites, just about every complaint points out this "oversight". Even when you're selling the house, they hold you to the contract. And then for those who try their mightiest to cancel (i.e. file a formal complaint), they will "graciously, out of goodwill" reduce the contract to a more palatable but but still obligatory conditions. It's as if they are doing you a favor, and maybe they're convinced that they are. Now, if I'm the quality control director at CPI, I'm thinking, "We get all this complaints about the 5 year contract and how we deceive the customers into signing it. May be we should make it a policy to have this pointed out when they're signing the contract so no one feels deceived". Certainly they've had enough complaints about it, so why not address it up front? Could it be that they are purposely choosing not to do this, because they know they will get 80% less customers by doing that? So only when their arms are twisted, they will graciously reduce the penalty "out of goodwill"? Now THAT'S the definition of deceptive practice! read more

Before I dive into this brutal review I encourage the reader to take note that this is my second 1-star review. In 5 years on Yelp I have left only one other such review. Trust me when I warn you about CPI. I will certainly never do business with these scammers again. Flash back to day one of moving into my new house. I'm a first time home buyer and not married. So it's just me handling this whole thing. The previous owners used CPI so all of the equipment was in place and this was bound to save me money on an install. I called them up, got a quote that sounded perfect and went ahead and set up for them to come by and do the install. I in fact took the day off work and stayed home to get this along with other installs handled in one day. I waited a while for the guy to finally call me and tell me he was running behind and wanted to postpone my install for another day. I had to plead with him to go through with it since I had scheduled the day off for this and he finally agreed and dropped by. Install and set-up went smoothly. I had a camera put in, door sensors replaced and even a motion sensor set up. I used the system for a few months without issue. I found it neat that I could use the app to spy on my cat walking on my countertops while I was at work. Eventually though I kinda fell out of using the system. I learned my neighbors and they were trustworthy and my area was relatively safe. I figured at $50 a month though why not just keep paying it? At the least I have a camera to keep watch over things. I went on an international trip for a week. A few days in I got a notification and a call from CPI about my system not responding. I'm in another country but they are able to get it up and running again with no apparent issues except for the camera no longer working. If I want the camera to work again I'll have to take another half day or more off work to set and wait for a tech to show up and fix it. That wasn't going to happen. This was about a year into having the system and I was done with it. I figured that since I signed what I was told was a 2 year contract I'd be able to pay off the rest and not be too bothered by the cost. Lo' and behold when I call them they tell me I signed a 5 YEAR contract! I had been scammed, duped, suckered, etc. and LIED to just so they could swindle me into a 5 year contract when I thought I was only signing a 2 year. All I can say at this point in my frustration is bastards! I know I know it's not a word becoming of a believable review but I'm infuriated to say the least. "Sure sir, we can cancel your contract. That'll be $1,500." So I've been forced to stick it out for another few years. Let it be known that if you decide to cancel your contract you will owe only a portion of the full remaining amount. It's been so long ago but I wanna say it's 50% or 75%. Certainly not a negligible amount. But you can rest assured that 1) I will NEVER do business with CPI again 2) I will NEVER recommend anybody do business with CPI and 3) I will definitely read the fine print, no matter how "in a hurry" the installing technician claims to be. read more

I have been with CPI for years, and I am so disappointed in the way they handle long standing customers. I have called several times as we moved out of state, yet have renters in our home, and was told I would have to pay almost $1000 to be let out of my contract back in 2019. It is May 2021, and I just noticed that they were STILL auto-drafting $59.99 every month. After one call back in November 2020, the Represenative said I was no longer in contract. After another call last night, on June 2, 2021 the representative said I was no longer in contract again and she made notes to the billing department to call me. They have ultimately said that they will only "waive" the 2 months I have left under the billing part of contract, despite the monitoring part being disconnected back in 2019! I will NEVER, NEVER, NEVER recommend this company to ANYONE ever again. In fact, I will definitely be posting this review on every social media outlet I belong to. I always enjoyed their service and what they stood for, but this is by far the worst I have seen. If I could put down no stars I would. read more

I'm writing this review because in this day and age customer service is no longer customer service, but instead we should called it "company is always right service"and this company is a prime example of that. Their lack of concern, let alone their lack of recognizing their wrongs is exactly why the customer service industry is looked upon the way it is. The worst customer service experience I never expected. My sister is the homeowner of the house I live in. We called to set up a security system and they waived the install fee and gave us a pretty good price. Once we told them we aren't the homeowner, the package changed and became more expensive with less security. I called my sister, who lives out of the country to see if she could set it up for us. Of course she agreed, got a contract drawn up and she sent it over for me to look at. She schedule a day for them to come set up, but we rescheduled 3 days away from the original date and made some changes to the contract. So they were suppose to come on a Thursday we reschedule on the Tuesday before that for them to come on Friday between 12-4pm. They show up on Thursday morning as I'm leaving for work. I approach the vehicle to tell the techs we rescheduled, and if that's a problem I can call the office to confirm that we rescheduled for Friday 12-4pm. The tech irritably said he would take care of it. I said "Wonderful see you Friday 12pm." They show up Friday morning. Of course I'm not at home. Mind you, they said they would call before their arrival. Neither of the day's did I receive a phone call. My daughter who was home alone called me and said someone was ringing the bell and "banging on the door." I call CPI. They say they only see a reschedule for the morning nothing for the afternoon. I told them I don't know what more to do because obviously their lack of communication in their company is affecting their work. They didn't want to send anyone out but I was adamant that someone come out in the afternoon. Needless to say a tech came out and FINALLY called me to inform me of his arrival time. He came into my house and immediately there was an issue. My internet was "too slow." Mind you I've never had an issue with my internet. He says my internet provider is a "pretty bad provider." AND he didn't have the updated information provided to the sales tech on the Tuesday conversation. He informs me that the contract needs to be signed, by the homeowner. Again this was not communicated, or else I would have had the contract ready and signed. Being that my sister is in a time zone 8 hours behind mine, it was highly unlikely that she would be awake let alone near a computer and scanner to get the contract back to me. I call the CPI office and speak to three different people. In the end I request to cancel because one, they were unconcerned with the issues THEY had caused, two because it's just been a terrible experience. The "manager" says "That's fine." No remorse, no concern, no care for the condition of the customer who has already paid. This is probably my first review off of being treated poorly. read more

Worst security system ever. They put you in 5 years contract before you knowing that. Even if you ask them they will deny it but they will put you in 5 years contract regardless of you selling the house or moving out. Their sales people are dishonest and all they think is their commission. Think twice before falling for their rootless deals. BTW they called me and offered me one month free service months later and I didn't take it. The month of free service won't fix the problems. read more

I've been a loyal customer of CPI for 11 years. My business is closing and now they are telling me I have a 5 year contract to pay off valued more than $1800. Any business that participates in this type of price gouging is not worth my business. read more

Had a service appointment the last week of March 2023 and the service technician came out within the window of time scheduled. Nick Meekins is a very professional technician with great attention to detail. He diagnosed and fixed the reason for the service call quickly, but then when he tested the entire system, he noticed something else that had been missed by previous technicians when the system was upgraded las last year. He discussed with me the problem and clarified why a remedy needed to be found in order to properly secure the home. He communicated with his supervisor about the issue and they formulated a plan due to his intuition, proactiveness, and literally thinking outside the box. Mr. Meekins then very systematically made the appropriate changes to several sensors and then retested the system to ensure everything was working well after his installation modifications. He is a very thorough professional who keeps the customer and his colleagues/bosses well informed of what is happening. He also insures customer's questions are answers before he leaves and explains to them the process of what he repaired or adjusted. He is a very polished young man and CPI is very fortunate to have him on their team. read more

This is the worst security company I've ever dealt with. I've spoken more with their tech support in two months than I did with ADT in twenty years. CPI was already in the Charlotte house that I purchased so went with them as a path of least resistance. The equipment was old and several generations behind with no offer to upgrade anything. Every call to tech support was at least a 30 minute hold. The manager was very available when trying to secure a missed signature on the contract but then would not return any calls to address complaints. I would avoid this company at all costs. My daughter used SimpliSafe for an apartment recently and has nothing but good things to say about that service. read more

The worst I have ever experienced. No customer service. Employees definitely do not care. Supervisors will not take calls. On hold for hours. This is my 7th phone call and no resolution. Unacceptable. Just unacceptable. read more

Xavier was knowledgeable and very well prepared. Offered advice on security install was seamless no mess and cameras were securely installed. So far CPI has done a great job servicing my account. read more

Terrible customer service. After our contract expired we have been trying to terminate the service. Nothing but runarounds and still charging our account. read more