I have recently reviewed CPI and have included that post below. Just adding the latest information on this company's consumer predatory behavior. Since my contract ended (not cancelled) they've continued to bill me for one months monitoring, and now have added late fees. The CEO, who has been criticized publicly for racist remarks, is ultimately responsible for how the business operates and should be fired. I will continue to update on CPI's handling of this matter. Previous post: My contract with CPI was expiring and I contacted them multiple times to see what action I needed to take because their monthly monitoring fee was way too much compared to today's market for monitoring services and I had no intention of renewing. They have made it virtually impossible to prevent the renewal of the contract. Just go to their website and try to figure out how to stop service once your contract ends. Today they charged me a full months monitoring even though I told them I was not renewing, claiming I needed to give them 30 days notice. I reminded them that I had reached out months earlier and informed them I would not be renewing via phone call and text, which they acknowledged having a record of the communication. Keep in mind, I'm not canceling a contract, it expires on its own. I'm just trying to let them know I'm not renewing. I've had three separate communications with them today and am no closer to getting a response, other than they intend to keep a months monitoring fee on the first day of the month. The deceitful practices of this company are shameful, as is the way they treat their customers. read more

I am so disappointed with this company. We are trying to install our home security system with them. So I called to a guy from the sales department, he was very nice and helpful when he tried to sell me the package. He wanted to sign up the contract right away to lock the price. I told him I would still like to shop around before making decision. He promised me that he can refund me the fee if I decide not to use their service as long as it's before the installation. I agreed so made the payment. The next day I called back and wanted to get my refund because we have decided wait until we get in the house first before picking out a system. It was the same guy answer the phone, when he heard that I was calling to get the refund, he started talking really rude immediately! He even tried to hang up on me before we got everything settled. He told me the refund request has been processed. Now it has been over 10 days and I didn't see any refund in my bank account! I will call them one more time, if they are not going to solve this issue, I will just call my bank to dispute the transaction. I will definitely not use this company and wouldn't recommend to anyone! The worst customer service ever! read more

We are thrilled with our CPI system. We recently moved into a new home and our installation could not have gone better. Jason and Eli our techs were polite, meticulous, great at describing our new cameras and cleaned everything up. I especially like our doorbell camera! Thanks for a great experience, CPI! read more

Absolutely the worst decision I ever made for home security. After being a valued customer of 15 years and wanting to leave. You have to give your 'first born' to get out of the contract. Cheap equipment added to it makes me furious. They would rather charge me for the next 16 months than make me happy, after 15 years of service. Other providers don't lock you in for 60-months. Hats off the salesman in 2014 that steam rollered over the fine print! read more

I can never get a speedy appointment for services. Always a month or two away.!!! This is unacceptable!!! They have no issues taking money from my acct monthly. read more

I have had CPI for a few years and they wanted to upgrade my system and I said no thanks my contract was up and I thought I was paying too much . They said no problem do the upgrade and it would lower my bill with no contract so I agreed . The technician came and took a long time doing the work calling the office several times like he didn't know what he was doing kept setting off the alarm over and over again . He worked in the hall closet saying he had to install new wires to the control box in the basement . About a week later I saw coyotes in my back yard and I thought I would get my gun out of the hall closet but it was gone a little 22 pistol . I called and they said they would send a supervisor out a few days later he showed up looked in the closet took pictures said he would investigate and call the next week it was a Friday . The middle of the next week not hearing I started calling about the third day later he returned my call and said nothing was found I said I would call the police to report stolen and give them his information so police could see what is investigation turned up . I still haven't heard anything and this has been several months ago so I called and said I wanted to cancel the service because the tech. stole my gun and the lady said I couldn't I was under contract I said bull I never signed anything she said I signed when I got my upgrade (when the guy stole my gun) I never signed anything and then she said I must have esigned I said show me but they can't . IF THEY COME IN YOUR HOUSE WATCH THEM EVERY MINUTE ! read more

I have been a CPI customer for 12 years and have been very pleased with their professionalism and courtesy. They are always quick to assist me with any questions or concerns I may have. I feel very safe knowing our home is monitored by CPI. It is an added bonus that you are actually speaking to a person immediately should you have any security issues. I highly recommend Troy as a technician in the Charlotte, NC area. He is extremely knowledgeable, friendly and courteous. read more

Stay away from CPI and their contracts. While the system is great the customer service is awful. We are being relocated due to my job. CPI tried to get us to sign the new hone owners up...not. Since we will not they are sticking us with a $900 charge after a year and a half. Avoid them! read more

CPI is happy to install their systems but they will not remove equipment. If you go with CPI, expect them to not remove anything if/when you choose to not pay for the service. read more

Bad, bad customer service. I have been a loyal customer for 12 years! Due to changes in life circumstances, I called to cancel my service, after 12 years. The customer service agent told me I would have to pay 75% of the remainder of the contract or she would send me to collections. No compassion. Rude. Disrespectful. Kick me when I'm down, CPI. 12 years later, and you refuse to allow me to cancel service? Be warned, everyone, of unethical sales, and rude, condescending customer service. What happened to kindness and empathy? Stay away! 12 years later and they don't give a damn about loyalty. read more

A horrible company. They lie about there not being a contact as well as they say its not a hard hit on your credit but it is. They keep saying that I owe them money when I don't and they keep sending me new contracts to sign. read more

If you are thinking about getting video service for your home...DO NOT Choose CPI!!!! They are not able to support the video cameras at all. This is the last month of my 3 year contract, and after this THEY WILL BE FIRED!! Since I have had their service, I have had to call at least 3 times per month, because the doorbell camera decides to stop working on its own. I have packages delivered to my front door many times, and the camera does not record anything. If it won't record when the packages are delivered, then it definitely will not record when someone steals them! When I call customer support they are always saying "its a firmware update"!! If there is a firmware update, why do I have to call in to get the update?? They should just send out the update, instead of waiting on the customer to call and tell them that the doorbell camera is not working. I called them last week (July 8, 2020) about the doorbell camera, and I had to call them again today (july 9, 2020). Before you choose this horrible service from CPI, check around, because you can purchase your own cameras online and not have to pay for video service. CPI is not capable of supporting these cameras. The Tech Support knows nothing about operating the cameras. The service is unacceptable. DO NOT waste your money for a 3 year contract with this horrible company!!! Franklin Torrence read more

The process for getting this system installed was fantastic and the tech was very patient while we discussed placement of everything while he was here. I'm VERY excited about our new doorbell monitor!!!! read more

How is that racist? he points out empirical data, data that i might goes to the crux of 95% of the homicides that plague that demographic, i applaud him for pointing out what the media will not touch.. 50 dead in Chicago over memorial day weekend, yet no uproar or mention? read more

Greg B was our technician for a recent system remove and he was excellent. Overall, the system has worked well and support has been very strong. read more

We have been a happy customer for 6 years until two false fire alarms happened on Saturday, 9/12/20 at 7:21 am and Monday 9/14/20 at 3:28 AM. To eliminate the third false alarm, I took the battery out, the system "beeping" continuously and not allowing the system to be armed. Called (800)948-7133 twice both called put on hold, after 20 minutes I hung up and try chat line. Anescia took the chat line and was able to eliminate the "beeping" issue. Thank you ! I then asked about the CPI "Guaranteed no false alarm" statement, instead of answering the question, she closed and left the chat line. Very unethical and unprofessional. I then called 800 number again to find out, the phone operator transferred the call to Ms. Iccy with badge # 4906. I asked for the copy of the chat transcript and speak to a Supervisor, after she put me on hold, she told me that the Supervisor is in the meeting and will call me after the meeting. No phone call that day. The next day (9/16/20), I contacted the customer service by email, asking to speak to the Supervisor. At 9:53 pm received a text message from (704)285-0404 stating that they received the request to speak to a Supervisor and stated that: "A Supervisor will reach out to me, tomorrow". 9/17/2020 No one called, at 6:55 pm I texted again to let them know no one called. Anescia, texted me back offer to assist, I responded by stating that " You weren't able to answer my question on the chat line and closed the chat line instead. Very unethical and unprofessional. I am waiting for a Supervisor to call me". She texted me that; "A Manager will be calling shortly. As of now no one called. This is my last attempt to let the CPI management knows on how the customer being treated by their representative. It appears they are working together to prevent me to speak to the CPI Managements about their unethical acts and misconducts. Very sad to witness CPI's degradation from being an excellent customer service to the current state. read more

I believe it is time that we appoint a collective class action against CPI. What a rip off, how unprofessional, lack of diplomacy, threats, hassrassment grand theft, unscrupulous, hidden agenda, fraudulent contracts, evil motives, insults after never missing a payment since 2012 they want me to pay them over $800.00 to cancel my service? Do you smell a rat. Better call the BBB before considering this company better yet call the Dept of Justice or join with others to bring before our Attorney General. Shame shame taking advantage of seniors citizens with limited income. read more

As an alarm company they know what they are doing. But if you need customer service help they don't. If you want to upgrade your system then your treated like dirt. They don't appreciate long term (5year) customers. Also when they don't want to help you they keep transferring. I was transferred 4 times in one call and kept being told they couldn't help me. And if you try to cancel is when the deal gets better and better. To the point I was told that they have better equipment then they did last month when I inquired about cameras. They are an expensive company. read more

CPI does not take care of long time customers. We have been with CPI for over 10 years now. They are not compatible with what is available on the market for cloud storage and cameras. They charge more than everyone else for their service and we have found their service to be sub par. We have had several instances when our alarm went off and they don't even have record of an alert. We have called in each time. We contacted them recently because we felt it was time to move on. They told us we have 20 months left on our $59/month sub par system. The only concession we got was a reduced rate for 3 months. We want to leave CPI. We have been a good customer for 10 years. Wouldn't it be better to allow us a reasonable exit rather than to just attempt to keep us as a customer for 20 more months and risk a bad review. This review comes only after we have had several phone calls with them. We are business owners and we know how to request help reasonably first and to pursue all upper management help before resorting to a bad review. read more

3 to 5 year contract even if you move !!! Go with a national co (not local ) they will force you to pay full 5 years of contract !! Poor customer service,,,,dont do it ! read more

New to CPI this year. So far okay. Sorry but I cannot say it is exceptional. Anyway, so we just opted for the new door bell with camera that was on special $149.00. So long story short, the first time the technician came he said we had to upgrade our current door chime something about he voltage. Okay. It cost us $20 bucks at Home depot plus additional we decided to pay someone to install. Called CPI and told them okay we got this done and they honored the special on the camera door bell. A different technician came out to install the CPI camera doorbell. A few questionable things occurred during this install and also I distinctly remember asking him bout the type of door bell, but he never said it was round. Only to see the finished product to be an absurd looking round device called a camera door bell. It stood out as a sore thumb. Bulky and tacky looking. I asked him why did I not get the rectangle one, he said that is all he had. Really??????? So the customer should accept whatever they have even though I am sure he sees that it looks awful. I have spent a lot adding on cameras and other monitoring devices to our new home, I would think that they would have some wisdom on what will look best at someones front door. This round Skybell looks awful. The more I look at it the more upset I get. Of course I told the technician that this would not work and wished he had told me what he was installing before he did. When I called customer service, this made matters worst, basically I was told that I should be monitoring the install to ensure I was getting what I requested. Really? I should babysit the technician? I work from home. Anyway, they said they will send someone out to replace with the rectangle model. I will make sure I babysit this installation. CPI, a few words of wisdom, you have a good thing going in terms of competing with ADT and ATT Digital life, We had both. Do not let your growing demand affect the quality of your product and services. read more

I had Abraham come out yesterday to resolve a camera issue. He took care of it perfectly. Very professional, friendly, and checked the entire system while he was out. And I had to make him wait for me to arrive at my home. He is kind of employee I would want representing my company and working for me. read more

Our cable company sent us an upgraded modem that we had to use because they were upgrading Internet for free. After installing, our indoor cameras did not work. I called CPI and they gave me directions to fix the problem. After my husband tried numerous times to reset our cameras according to their directions, it still would not work. They said we would have to pay $50.00 for someone to come out. We are paying $50.00 per month to have this system. We have been with CPI for over 17 years. We've bought numerous products from them and am extremely disappointed that after all these years of being a loyal customer, they would nickel and dime us. We will be moving our business elsewhere. I do not recommend CPI because they will charge you for every little thing. There are other big name companies that charge alot less. In my opinion, I wouldn't waste my money. read more

Yelp Community, hello and beware! I was a loyal customer of CPI for just about 6 years until I took a promotion with my company that moved me out to Nashville, that's when the customer experience was destroyed. Thank you Yelp for letting the customers have a voice when they pay their customer service team to say "sir, there is nothing we can do" When terminating the contract, they told me that I was to pay them an unreasonable amount for terminating the contract early since I "upgraded" to the cell backup...(I will give CPI credit that this was a great idea to increase profits since there is no use for a land line anymore.) We thought about changing services, but let's see what we can do with CPI ...The Hook: "no problem, we will have someone come out there and install it and it's free if you remain a customer." A CPI rep comes over, installs it, we sign the contract (which states $299 if bought up front and we would own it). If you happen to have to theoretically... hmm... move for your job, they will charge you hundreds of dollars UNLESS...wait for it... 1. I could get the new buyers to go with CPI, or 2. Our Sales people can sell them a system. So, now the fate of $350 was in the hands of a door-to-door CPI salesman OR if I can sell CPI after they are gouging me with this bill...They did "graciously" agree to knock down the payout amount to $350 for my "breach of contract", even though on the contract it only costs $299 for the piece of equipment AND please don't overlook the loyal 6 year relationship of me paying you monthly fee, AND I chose the cell backup option to stay loyal to CPI because that's the only way the system will work. By looking at the other responses on Yelp, it looks like I am not the only one with this awful experience. My wife and I moved, and told them that we are not going to pay anything until we see a copy of the contract. We wait... we wait... we wait.. 6 months later, no contract. I call up there and ask them where the contract is, and they said that "they mailed it" to our old house in Charlotte. Of course I had to explain to the great employees of CPI that if I were living in that house in Charlotte, we would not be having this issue right now... I made a suggestion to CPI, since its 2014, to email me a copy of the contract so here we are. Real time... This week I reviewed the contract, talked to the buyers of my old house, they agreed to let CPI into the house to get the equipment since its brand new, and I told CPI that I would graciously pay the depreciation of the equipment and give it back. Seems to be a great FAIR solution to this situation. Final Answer: There is nothing we can do now since it's been so long; it's in the hands of the collectors now. This is truly the biggest waste of $350 in 2014. My goal now is to influence at least 1 customer, maybe even 100 reading this to not go with CPI, so that I feel like there is a ROI with this money spent. Customer experience is imperative in any business, and bad news travels fast so please make this viral. The 6 years of customer loyalty has been overlooked, and CPI has used shifts in technology to capitalize on the weakness of their customers for monetary gain. I too will capitalize on the shifts in technology through social media, which finally gives the customer a voice in times when you are told, "there is nothing we can do" read more

Very Poor customer service, but very timely deduction of monthly fee. Sold my home and the new owners have a new contract. CPI wants to continue charging monitoring fee for a non existent system. What are they monitoring? After being a customer for 8 years, this is what I get. Very quick to support up sell but very poor customer service when it is about the contract. Pete P. read more

Deceptive Business Practices... Salesman assured us that termination of agreement was simply a 60 day notice. After 3 years of service, CPI is billing us for a five year contract after we sold the house due to job relocation. Next stop: Better Business Bureau. I will offer this information to all who are considering CPI: Do not sign a "standard" service contract with CPI. DO NOT BELIEVE THE SALESPEOPLE. 01/07/16 Follow-up: I attempted to resolve this issue by working through the Better Business Bureau. Throughout the arbitration process, CPI merely stated that regardless of what we were told by their salesman, we signed a contract and they would hold us to the letter of the contract. OH, and they also offered to sign us up in our new location. Hahahahahahaha!!! Gimme a break.... For all who are looking for a security system, read the reviews below. The majority of the reviews sound similar to my experience. I am back with a national provider now, and have recommended to the homeowners in our new neighborhood association website to steer clear of CPI. read more

Customer for 6 years not much to complain things worked well and still do BUT After 6 years - I am trying to cancel the service as I can no longer afford it and after countless attempts unable to get hold of them . On chat the wait window says 2200+ mins wait i.e. 30+ hours. . Called Phone no one picks up. On occasion when someone picked up and we told them we are requesting for cancellation - they put us on hold and never got back. Finally got hold of some one on text , having so much hard time getting cancellation confirmation back. I told the rep I need to cancel she told sorry to see us cancel . Glimmer of hope finally do not have to pay for a service that I can not afford and I do not need. Ever since then I have been requesting cancellation confirmation by email/text they do not have courtesy to send a proper confirmation back or atleast acknowledge the request . I just hope someone from cpi can please send me the confirmation of my cancellation . I just need confirmation so I can have peace of mind that next month I do not have to pay for this. I am totally clueless where and what the status of my requests are. So hard so much time wasted over 10-12 hours wasted on the phone, sending text, 100s of reminders for something that should have taken 5 mins and immediate confirmation. It is so bad they do not bother to reply back and I was loyal customer for more than 6 years. read more

Have been told by 2 representatives my fee would be waived. Now I've received a bill for that fee for the 3rd time - I called they tell me those employees were wrong and I owe the fee and have charged me late fees. They harass my everyday with phones call. I call and talk with them and ask for a supervisor and NEVER get a call back. It's absolutely ridiculous. They should honor their employees word. And if they're going to harass me all the time they should call me back when I request to speak with supervisors. WORST CUSTOMER SERVICE EXPERIENCE! read more

I truly wish I could give a minus ZERO. I was a loyal CPI customer with 2 properties for over 10 years, until life happened and I fell upon health issues which triggered financial hardship. I loved the service but had to discontinue services when I almost lost my life dealing with medical issues. Kelly Phelps was always helpful and assisted through my hard times to the point that I always knew when my situation improved, I would return to CPI. Fast forward to April 15, 2019 God placed it on my heart to re establish my services with CPI. On April 17, 2019, I received an invite from CPI, with my name and address with their offer of free cameras with their 'Smarter Security System'. I felt that God was talking to me to pursue restoring coverage without delay. I spoke with Sonya and she was initially helpful. I indicated my work schedule and that I was off on Friday, Saturday and Sunday and worked 10 hour shifts during the week. I told her that the install had to happen on a Friday or Saturday. My day is so crazy that I had to have my daughter facilitate the call in my stead. Sonya told my daughter that Friday, April 19, 2019 was full but I could have Saturday, April 20, 2019 with a window of 8-12. When Sonya and I spoke she stated that the time on Saturday was pending approval of the contract. They had to do a credit check first and if all checked out, she would be able to set up a time on Saturday. The 8-12 timeframe was not promised, but it would be sometime on Saturday. She did my credit check and it came back with me not having put any money down. I was elated! Coming from not being able to work, to rebuilding my credit and paying off my bills, which afforded me this opportunity let me know that hard work truly does pay off! I thanked God for his blessings. The contract came Friday morning and I signed it and sent it back. I then get a call from Sonya giving me an installation date which was not on Saturday, but a weekday when I'm at work! When I reminded her of what we discussed, she tried to go around the mulberry bush about the fact that she never guarantees dates. Not the case and luckily all of their calls are recorded. I told Sonya that I moved my life around so that I could accommodate being at home ALL DAY ON SATURDAY to get this install. I was told that the dates were gone and there was nothing she could do about it. I asked to speak to her manager, but later got a call back from Sonya who told me 'as a result of her trying so hard to push this through, CPI was no longer going to honor my contract because there was a time when my account was cancelled due to non payment'. Not the case! I called CPI to explain that I had to discontinue my contract due to financial hardship, but had every intention of getting services when I was financially stable. I was then told that the contract that I signed for the equipment that was on the offer I received, they were not going to honor it. I could get the system , but would have to pay for the outdoor camera, or the doorbell camera OR I could keep my old system and pay for a camera. Now mind you, they did a credit check. My credit did not require me to put any money down and because I wanted an additional interior camera, Sonya said that I had to pay for the camera in advance. No problem! I did so via credit card with her over the phone. It appears to me that loyalty means nothing to CPI and they are unethical by not honoring their contracts. I can see if I had misrepresented myself in some way or they had not done the credit check prior to approving me, but they did and thought it was acceptable to rescind my signed contract just because they could. I then spoke to Al Eicencio, a supervisor. I explained my entire situation and after admitting that Sonya made a mistake, he still said there was nothing that he could do to fix it. He also said if it were up to him, he would move forward, but it was out of his hands. I asked to speak with his boss and he asked that I give 1 hour to seek resolve. He called back and said there was nothing that could be done. In fact, now I would have to pay for ALL OF THE EQUIPMENT. How do we go from zero money down based on my present credit to having to pay for ALL of my equipment? Who does that and why? I was floored , told him to refund the monies I paid for the extra camera and I would not recommend CPI to anyone. They made me feel unimportant, and dispensable. CPI voided my contract yet never sent me information about refunding the additional camera I paid $213.43 via credit card. Buyers beware! All of their calls are monitored, they hear their mistakes and still never bother to fix them. I guest you have to be a Carolina Panther )those who are paid to endorse them) for them to feel that your business is important. I need them to refund me immediately and I will tell anyone who will listen about my horrible experience. read more

I have been a CPI customer since 2013 after having a terrible experience with ADT. I got CPI after someone tried to break into my house a couple of times. I am a renter and got a renter's package while living in a different house. I had been told that when I moved, I could move the system with me at no cost (this was a major requirement for me as I am a renter and do not wish to pay for installation each time I move). My landlord at the home where CPI was originally installed decided to sell the house and I had a very short time to move out. I called CPI to let them know I had moved and they stated that there would be a new renter's package installation charge of $299. I didn't understand this since I had been told it would be free to move. The equipment was in the house that I had moved out of and I had no way of getting that equipment. They stated if I had called ahead of time that they could have sent a technician out to move the equipment for $100/hour. The last time they installed, they were there for close to 6 hours. I opted out of that. I decided to wait until my next pay day to get the system installed. While I was not happy with the $299 charge, I knew that it was necessary for me to have the security system in my new home. This was in April of this year. The months got away from me and I realized that I had never scheduled them to come and set it up. I called back (having had no one contact me) and learned that the old system at the house had still been connected (no one was living there). I also realized that they had been charging me each month since then. I had been paying $49/month with no service. I spoke with someone and they stated they would credit my account since I had no service. Then they said that they would setup my system for me at no cost since I had not been contacted and that they were charging me with no system connected. I was pleased with this outcome. I scheduled for a technician to come to my house on a Monday. I scheduled to work from home that day. I never heard from a technician and no one ever showed up. I contacted CPI and asked where the technician was and I was told that it was never scheduled. This was after I had spent a total of 4 hours on the phone over a couple of days getting this all ironed out. The customer service representatives were nice, but it just took a long time to get things settled. They rescheduled the installation for that Thursday. They stated they would be at my house between 12-5. A technician would call 30 minutes ahead. I decided to work at the office that morning and work from home that afternoon. While I was at work that morning, the technician called and asked if they could come earlier. I stated I was not available until after 12 and they said they would be by later. I got home around 12:30 and was on a call at 3:30. I received a call from CPI (not the technician, but customer service) during that call and a voice mail was left. The voice mail stated that my appointment had been cancelled due to non-payment in 2015. I called back and attempted to speak with the person who left the voice mail. I had to leave her a voice mail. On Friday I received a hand-written card in the mail from CPI and the person I had worked with that said "Thank you for choosing CPI. We look forward to protecting your home." She had put her business card in the note, so I called that number. The extension on the card did not go to that customer service representative. I called back and asked for her specifically. The associate I spoke with stated that she was on a call but she would definitely call me back that night. Two days later, I receive an email from CPI stating that the contract they had sent me to sign was now voided for the following reason: "This sale did not go forward. The contract is void." I have had no time of not making payment since my account has always been automatically debited each month. I am not aware of any situation like this. I also have not received a return call to explain this situation to me. Oh and did I mention that I if I do not get the system installed, I have to pay the remaining contract cost from the original system which is approximately $1200? read more

First, look at the overall rating on Yelp. It's horrible, not even a 3 star rating. The worst security company around! I have dealt with problems for several years and finally today, I scheduled to cancel my contract! Nothing but connectivity issues with videos and they have come out several times each year and the same problems with different answers to solutions from each technician. A tech was just out here about two weeks ago and several hours after he left, the video over the garage still failed and now the entire SVR isn't recording. I'm done with incompetent techs and poor equipment that obviously DOES NOT WORK! You've been warned! Update Dec 19, 2019: I made an appointment for a tech to come out and remove equipment. Customer service stated "the technician will be there at 9 AM." He didn't show up so I called CPI. The rep stated, he will be there between 9 and 1 PM! Nobody said anything about 9-1! What a disaster CPI is! read more

I have been a customer since November 2015 and was initially very happy with your service. However, we changed our Internet Service Provider this week, which for some reason rendered out outdoor monitoring camera ineffective. CPI Customer Care has instructed me to either make the incredibly dangerous climb to our roof edge to push a reset button for 4 seconds or pay $50 to have a technician visit our house. When we signed the contract, we were told that maintenance services were included. Switching an ISP is such a simple, innocuous, and frequent change that homeowners undergo. I see absolutely no reason that CPI cannot support this through easier means and/or honor this support through the maintenance contract. BUYER BEWARE! Update: After speaking with numerous different customer service reps as well as receiving instruction from the only "technician" on duty, not a single CPI employee was able to give me appropriate instruction once I was able to establish a safe way to reach the button. I was instructed to then push the WPS button on my wifi router (which doesn't exist as I found out after talking to Apple support that it is an old and security-flawed method). CPI then said that the only way of connection outside of WPS was by a 40 foot long Ethernet cord (yeah, like I have that handy) running from the camera at my 2nd floor roof line to my downstairs office wifi router. After doing my OWN internet research, I came across an installation guide at http://www.alarm.com/721Help. This document finally provided a method that worked (Wi-Fi access point mode installation instructions). Having this, it was actually pretty easy. But why, oh why did so many CPI employees have no idea of this method? This could have saved me hours of valuable weekend time and a massive headache. I am seriously disappointed in CPI support. If these cameras need complex re-connection after any internet change (ISP change, modem or router upgrade), customers should really be told up-front that they could be on the hook for $50 charges any time they upgrade their internet hardware. Also, demonstration of connection methods should be offered at initial installation for any consumer who foresees frequent equipment upgrades and wishes to understand how to DIY. read more

We just moved to Mooresville, NC so this review is for the Charlotte branch of CPI. We bought a new house in a DR Horten community. CPI was at the design center when we picked out finishes. I contracted with them for a Home Theater system but made it plain I didn't want security. The rep for CPI assured me they could accomplish that and went on about how great it will be. It would be located in a closet and we would have a remote that could control it all through walls. I made it very plain I just wanted to move in, plug in my componets and have it all work which they said would be the case and they would be there to explain how to control it all. This home Theater cost me 3500.00 for speakers and wiring etc. During the build I was contacted again about contracting for security and again told them I did not want that. When the house was built and we finally closed and moved in. CPI was no where to be found. No tech to explain anything and I had a closet full of connections that I had no idea how to put together. I contacted best buy since I had bought a large screen T.V. from them and they sent out their Geek Squad to mount the T.V. and to put the system together. I had to spend over 1000.00 more for RF remote control, geek squad labor and other componets before I was able to use the system. I would have been better off just not dealing with CPI at all and just made up my own system. I could have done that for a lot less than I spent with CPI. Any house buyers beware DO NOT USE CPI. And be careful about having them do any other work for you. 9/12/17 I was contacted by CPI and received a lot of apologies but no resolutions. In fact I remember that in addition to my above critique I forgot to mention that the cable they installed for T.V. will not support 4k Televisions. When they installed the hookups for the subwoofer they put the electrical plug on one side of the wall and the cable connection 8 feet away instead of near each other. So do yourself a favor avoid this company like the plague. read more

The service for the actual alarm system was great, never an issue. However, after I signed the initial 3 year contract I decided I wanted to add camera's and door alarms. They came in and installed the equipment and had me sign what I thought was a work order - just a one page document with the services performed listed. Well, when I lost my job 3 1/2 years later and wanted to cancel I was informed I signed a 5 year contract. They could not provide a clean clear copy of that contract. The copy I had on file was also difficult to read. I continued the service and moved last December (4+ years into the contract). Again I asked to be released from the contract. Since there was 6 months left to the unheard of terms of 5 years, no go. So now I am forced to make payments on a service I am not even using. I feel extremely betrayed. I was a good customer and always paid on time. Not only was I charged $300 for the additional equipment I purchased, but I was agreeing to 5 years and did not even realize it. I thought standard contracts were 3 years. On the right side almost at the bottom in small print is the information and they write in small numbers the term in "months". BEWARE of what you sign with them. This was an expensive lesson learned. read more

Not a CPI user yet however the salesman josh did a great job. Knowledgeable, pleasant, and prompt when it came to our appt.

Stay away from CPI. They rope you into a 5 year contract committment when you ask for a service if you are not already locked down. We had some equipment upgraded--not very expensive replacments. We did not realize that by signing off on the work order, we were signing up for 5 more years. The customer service rep seemed to have heard it all before when I called to complain. read more

BEWARE PLEASE READ BEFORE YOU BUY INTO CPI and THEIR COMMERCIALS! This is a HIGHLY ADVERTISE COMPANY THAT PROMISES SECURITY! If they have to advertise to get business they are definitely not worth the money you will pay. We had 2 CPI Alarms on our Property and one was going off! We were at work and the CPI Operator called and said you alarm is going off. I said we are not at home CALL THE POLICE! Did you ever see the COMMERCIAL where THEY ASK "CPI IDENTIFY YOURSELF!" Well they obviously did not ask that when our homes door was kicked down and our TV and Jewelry were stolen. If they had call the POLICE LIKE THEY ADVERTISE maybe they would have done their job and caught a burglary in progress! The Person that called did not even know the correct address! She was not trained properly and I had to begged her to get which property address the alarm was going off! What was the point of paying for all the equipment and intercom if CPI does not use it!! I guess you have to be someone like a "professional athlete" to get the right treatment from this company. PLEASE DON'T WASTE YOUR MONEY WITH THIS HIGHLY ADVERTISED COMPANY WITH NO CUSTOMER CARE OR SERVICE! read more

No one should ever use these crooks! Regardless of it u sell a home with the security system in it, you are responsible for the 5 year term they make you sign. They give u NO option to transfer into someone else's name. I sold a home, my tenants in the home wanted to use CPI when they moved. I wanted to transfer the service I am paying for into their name so they are responsible for the payment and CPI refused to do this... I have ensured they will NOT be using CPI as new users and I would encourage everyone to NOT use their service.. read more

I am so damn sick of these people coming around my house. We just moved in here a couple weeks ago and three people from this company have shown up at my door. I tell them no, but then someone else comes along. Thing is, I've got a deal with my bank to get CPI installed at a really good price, and we were planning to get it installed in our new house. But I'm so go**damn sick of these people coming around day after day and week after week that I'm going to find someone else for my security needs. I want you to stay away from my door and my family! read more

The absolute worst customer service I have EVER encountered from a corporation. 75% early termination contract fee is ROBBERY. I signed up for what I thought was a 2 year MAX contract with CPI security. Due to extenuating circumstances I cannot use my security system and called to cancel the service. I was met with the rudest customer service client who was not only argumentative but also condescending, rude, and refused to give me the information I requested (I was asking for his managers name and number). He told me I would have to pay the 75% of the remaining months well over $1200. I had NO IDEA I had this long of a contract, and NEVER would have signed one if I had. NEVER!! After being put on hold for the 4th time a manager came on and said they would reduce my early cancel fee to $750. $750 on a system I do not use and cannot use. I have been in sales, customer service, business to business sales, for long enough to know you do what you need to do to make the customer happy. This is SO not the case with CPI security. I will share this experience with everyone I know and make sure they NEVER EVER use them. So very unhappy. EDIT Was given the "Managers" number with extension, called and it was the generic customer service line. When asked specifically for Jorge Molares was put on indefinte hold and I gave up after waiting on the line for 15 min. No voice mail, no one ever came back on the line. The WORST read more