Happy customer for 6 years, until two false alarms went off, the worst was Monday morning at 3:28 am. CPI's "Guarantee no false alarm". Where is that statement stand now ? Horrible customer service via phones, chat and email. Asking for a Supervisor/Manager to call back. No one called. Seems all customer service reps works together to hide and block the complaint being notified to the higher level. Very sad to see this company drastically change from an excellent to horrible customer service. read more

We have lived in our new home for over 7 mo. The previous owners had cpi installed throughout the home. We considered setting up service but havent had a chance to do that yet. After a power outtage, the units started alarming and cpi refused to provide code to turn off or send out a technician even though we can provide the deed to our home and we are listed as the owners on public property records. They claim the old owners are paying for service in our home. Complete idiocy. I would never use such an incompetent company. Very glad to have discovered this prior to choosing them. read more

Horrible. Have called CPI 7 TIMES for help with my doorbell. Looks like they work with a third party who provides the doorbells that don't work. Do not sign up for this service. Customer service needs training as well. Have to give them a star in order to post. But not deserving of that one star. read more

The most terrible service provider I have ever encountered in my life. After 3 years of service, I've decided to cancel my service. However, they have the most incompetent people who work there from billing, tech support, including several so called leadership/managers I've spoken with; who can't/don't know how to do simple task like cancel service property. I've called and talked with 25+ individuals, keep getting the run arounds, finally was told, service cancellation have been completed but it was never. They only turn off monitoring but not fully deactivate account as they want to continuously charge/bill you for it and take your money for free for service they no longer providing.. so way it works is they'll stop monitoring your property and kick you out of your account/apps at your request to cancel but will not completely remove your account from their system so they can continue to bill you = free money for them and headache/waist of time and $$ for you .. and if you call to ensure deactivation, you'll only get the run arounds, transfers, hung ups, misinformation, etc. pretty much everything but resolutions... they'll also attempt to hold your devices hostage that you've transferred or get from them (fully paid for) so you won't be able to activate to another service provider (try getting that released, just a complete disaster.. the incompetency is unreal)... quite the scam they got going on. Had to learn the hard way and will I ever set up service even if cost is $.001.. they absolutely don't care about their customers or retention no matter how long you had service, how much $$ you've spent, no miss payment, none of that.... Do not, I repeat DO NOT get service from CPI .. go anywhere but not them. They are scammers!!!! read more

PLEASE do not use this services. They are very expensive and unfair when comes to get your money back. Their doorbell camera was not working at all. I would have to pay for technician to come and fix it. Decide to remove this services and they said I still need to keep paying for it. I CAN NOT wait to be able to cancel with CPI NEVER EVERRRRRR AGAIN. 2021 will be the year that I will be free. DO NOT USE THIS COMPANY. You will be please in the beginning but for any reason you would have to cancel with them they will charge you all the years contract remaining. read more

We signed up for CPI security install for December 13, 2021. Gave them my checking account information and they charged me 39.99. We decided at the install to not proceed and canceled. I was promised a refund of the 39.99. It is now March 6, 2022 and I have yet to see a refund. I have contacted this company at least 6 times and each time I am promised that the refund is being processed. This is terrible customer service. You wait on hold for almost 30 min each time or you have to text their customer service. Very difficult to communicate with this company and i do not recommend. read more

Mark me down as another dissatisfied customer - 12 year customer of CPI. Terminated service three days into the month. They charged me not one but two months extra...because one monthly charge for the remainder of the current month and another monthly for the extra 3 days. That's right, a full monthly charge for 3 days. read more

My new tenant wanted to switch her current locked-in contract with CPI to a condo unit I own. No problem on my end! A week later I receive this "DocuSign agreement" that allows them to do anything without limitation without any liability for anything they do to my property. I called and was told that their agreement is for installing a new wired system and that they won't need to do anything except change a keypad, which is fine. I asked them to limit their agreement to work they actually need to do (vs ANYTHING ) and they won't. CPI is totally inflexible. THEY want access but they won't accept my permission nor will they modify their extremely broad permission. No middle ground, no seeing our point of view (they could take down a wall even and not be responsible for it according to their wide stretching document!) No communication. No follow up. It's "sign it!!" HORRIBLE CUSTOMER SERVICE read more

Where to begin? I have been with CPI for 20 months and have 30 left (too long). That is way too long of a contract and the only offer a long contract when they don't believe in their own product. What is the point of such a long contract. Also when the thermostat was first set up the tech from CPI installed the thermostat incorrectly. In the middle of the summer in the south we were without AC. I had to call 2 different HVAC companies to fix an issue their tech got wrong. I ended up paying $150 to the HVAC company for them to tell me the thermostat was installed incorrectly. Another issue is paying 75% of a contract I am stuck in. 75% is excessively high for a 5 year contract, again ensuring they get their money. My wife is becoming a stay at home mom (single family income) and we need to save anywhere we can. I called to see if CPI could work with me and they are only offering to drop my rate for 2 months to $20. I felt after speaking with a rep this was her "last resort" and a pity offering. I am very unhappy with CPI and will tell friends, family and colleagues to always steer away from CPI. Just a joke of a company if they "value" me then allow me out of the excessively long contract. STAY AWAY! read more

I had problems with my lock codes. CPI went out of its way to fix my issues. Thank you for making me feel safe and great customer service!

If you want a company we're the tech comes out and charges one price then they call back weeks later saying you were charged wrong go with them. I will not recommend this company to anyone the customer service is Terrible read more

We've been a CPI customer for nearly 3 years, never missed a monthly payment. In March 2018, we had a door bell camera installed (which of course increased our monthly rate) and two weeks ago the night vision stopped working. After waiting a week for a service call, CPI added a wedge behind the camera. Well... you guessed it... adding the wedge didn't fix the issue. Tech Support offered two options: 1. CPI to return again (which means additional time off of work) to take a further look because the issue could be due to the "hot" temperatures. OR 2. We purchase a new camera for $229, because the warranty expired three months ago. We should've listened to our neighbors and gone with - Ring. read more

Bad. Fulfilled 30/39 months of a ridiculously long contract. Moved our family and they made us pay 75% of the remainder. They were rude, finally just gave up and paid the 75%. Do yourself a favor and DO NOT enter into a long term contract with this company. Product is avg, service is sub par, contract too long, customer service is garbage. read more

CPI Security grossly overcharges for their equipment and their services. Companies like CPI Security make their money by locking people who don't know much about modern technology into expensive, long-term contracts. You're much better off with something much smarter, newer, cheaper, and more simple like Google Nest. Once I discovered I could get the same service at a fraction of the cost and decided to cancel, that's when the real hell began. I paid my cancellation fee and CPI continued to charge me months and months after agreeing (in writing) to end my contract (and to lower payments until that time). During this period, their customer service dept. stopped answering my emails. I had to get my bank involved to stop the debits and put my attorney on standby. This review is part of what I owe my fellow consumer as a result of the terrible customer service I received. CPI is a nightmare, rip off company from the late 90s. Avoid the hassle! There's literally no reason to use them. Grab some gear from Amazon and spend $20 or so on a monitoring service. It will save you a ton of money in the long run and the headache of dealing with a price-gouging has been business on its way down. read more

Cancelled service March 13, paid final bill on March 20th. They are continuing to draft money out of my account. Customer Service was terrible. I have to call my bank and block their draft. We had completed the contact term. #nevercpiagain read more

We are having a fantastic experience with CPI. We worked with Rhonda Goodman to get our office set up. She was patient and gave us a ton of education around the how and why it works the way it does (we are first timers). She was more then patient with us when we had to reschedule several times due to construction delays on our end. I especially appreciate that we have a dedicated contact that knows us. Our install was seamless and the tech cleaned up after himself. You will understand how above and beyond this is if you've ever worked with contractors like this. He was great at letting us know when and how long the process would be. The product is incredibly affordable and the video quality is amazing. We sleep better at night knowing our assets are protected. I highly recommend CPI. read more

Great help on-site from Justin today. Have had some problems with the system over time but it eventually gets worked out.

CPI is affiliated with our new construction builders so we had to have them assist us in wiring, data ports, etc. They not only installed outlets/ports in the wrong room (they called us last minute so we couldn't get to them in time and even after we contacted them and gave the correct info, nothing was ever changed), but forgot to install these in other rooms (weeks went by and still nothing), though the locations were clear on the house plans. We spent days contacting our rep, to no avail. Finally someone there told us he was no longer with CPI. We were promised a new rep, still haven't heard anything from them. I don't trust them with installing outlets and I sure as he%% won't trust them with our security. Do your research. read more

If I only I can give 0 stars - terrible consumer experience, they tie you to a contract and cannot let you leave or transfer without paying. If you plan to move - they will charge you exorbitantly to make money. AVOID CPI at all costs read more

Good grief, you get one quote from these morons and they will NOT LEAVE YOU ALONE. 6 months later after declining their offer for service, I'm still getting harassed by texts, emails and phone calls. I've requested they stop, but to no avail. read more

Buyer be aware! They make you sign a 5 year contract! 5 years! Who is going to ever sign up for a contract for that long?!? If you have to move prior to 5 years you have to pay the remaining months! I would stay aware from this place at all costs. System is good and customer service is as well, but comes at a steep price. read more

Horrible,want to lock you in contract.Never want to come out to fix your service.Want you to fix your on stuff ,by unplugging devices and putting them back.No good company will lock you in a service for 3 years.Dont use this service,you will be sorry.Horrible to the end. read more

I have had CPI for 5 years. I have had a 5 yr contract with them. I would have canceled them before 5 years if I wasn't under a contract. My contract was up this week. I will be canceling them. It's a sorry security system. It's expensive compared to other security systems, plus other security companies don't require a contract. Everytime a battery died on the fire alarm or the lights go out, the system beeps or go off. I'm tired of all hassle of someone coming over on the system asking me to identify myself and do they need to send out the fire dept. So, now I can cancel it all. If you're thinking about getting a security system, do your research and you might just find a bette company to deal with. read more

My office was broken into at around 1:00 am on November 16. The thief broke my window and stole my computer monitors and damaged other computer equipment. I never got a call from CPI about the break in. I found out the next morning when checking my Ring flood lights which showed activity around 3:00 am, which is when law enforcement got there. Because I never got a call from CPI at my office or my cell, my office remained open and unlocked when law enforcement left. I called CPI later that day when my office opened at 9 am. It took until 1:30 to get someone on the line. I would hold for about an hour and then the phone would hang up. I would leave a return call number and never get a call back. When I got this service, I was asked information about my regular hours so that they could personalize the service and be more aware of suspicious activity in off hours because I don't live there. When I got someone on the phone, I was told that they could not know if I was at the office or not at 1 am on Sunday morning, so the decision was made to use a 2 ways intercom system to determine if I was in distress. So unless I am physically at my office when something happens, I will not get any contact from CPI that I actually receive. I asked why I did not get a call to my office and cell phone to make sure that I was not in the distress that caused their office to call 911 (and I am not convinced that the neighbor who said they called the police did not in fact call the police). Absolutely no follow up to even be sure the police came, if I was okay, etc. This is the purpose of security monitoring. I use Spectrum business for phone service and print out a log of all incoming and outgoing calls for the time and no calls from CPI. I use ATT for cellphone service, and there are no missed calls or voicemails on my Iphone. I was told there would be an investigation, but I am not sure what that means. Today is Monday November 23, 2020 at about 9:12 am. I have been on hold with CPI for the past hour waiting for a representative, despite being told that my hold time was "approximately 4 minutes". Because the window at my office was broken, I have to order the glass and I am ordering bars for the windows, which have not come in yet. On Saturday, someone tried to enter my office by removing the wooden board that covers the broken window. The alarm went off apparently, and I was notified I got a call about my alarm going off. But this call did not come from CPI and their office has yet to follow up on an alarm going off at a business on a Saturday which is not a standard time. While I realize that I can go to my office at any time, what is the point of asking for personal information to "personalize" my experience? The thief managed to disable the wall panel to shut off the alarm without CPI being any the wiser. A caller had time to call me and let me know that my alarm was going off, and I had time to get to my office and CPI has yet to make any calls about this issue. Needless to say, I am switching companies and just need to speak with CPI about where to send their equipment. Still on hold. Two break-ins in 1 week and not a single call from CPI about it. But they did respond to my calls to let them know that I am canceling my service and getting another security system to protect my business. I don't want to have to move into my office to communicate with CPI through their 2 way intercom system if someone breaks in again. My call dropped at the 1 hour mark and I am calling again. For this second call my hold time is approximately 31 minutes despite my choosing the option that I am responding to an alarm. read more

This home security company provided us with, hands down, the best customer service I've ever received. They like to get things done. After getting a glowing referral from someone, I called them in the morning to learn more about their services. They sent someone to our home an hour later to give us the rundown. Once we understood what we were signing up for, he sent over a tech immediately. There was a small technical problem (and just for some balance here, it took a few people to figure it out), but various people worked until 9pm to get it resolved -- all in the same day (this was a welcome surprise after DirecTV said it would take one month to get an appt. to set up the dish). All of the service people were nice and personable. Big gold star. read more

Clark Short was a very friendly and professional person to deal with. Almost.. He met with us several times and many phone calls to understand what our needs were. Gave me a quote and set an installation date and time. But in installation day they didn't show up. After several calls he finally told me his boss wouldn't allow them to do the installation. This went in for several days and I never was really given a reason for the change in position. Clark was in a bad position between me and his boss. But I still don't know why they didn't do what they said they could do. I would not do business with CPI and don't recommend you to either. read more

Where do I start, I was looking to bundle my service with our cable company and save $20.00 a month. We have been with CPI for three years. I feel that I have been hoodwinked by this company due to the 5 year contract with a 75% payment for contract remainder if you decide to terminate, which seem exorbitant. I spoke with Sonja today and was told that they could do nothing and can not reduce my bill while the contract is in force. As far a service goes I guess they are acceptable. We have had two occasions where there was no call after an alarm was set off. However, had either of those occasions been real it would have been a problem. From here on out I can assure we will be testing the service and their response. If you look at the contract it states that after the initial period (5 years) they will automatically renew if you do not submit in writing ninety days prior to contract end, return receipt mail? Really? That should have set off alarms for me (Pun intended). Does this sound like a company you would like to do business with? If you are in the market for a service I suggest you look at the contract and confirm you can exit if you are not satisfied. Hope this helps others not make the same mistake I have. Without a doubt I should have been a more sophisticated consumer so I share some of the blame, but this has made me feel cheated. Steve read more

Matt from CPI who came out to our home was amazing. He was so friendly and made the transaction as fun as possible. We are however having issues with our systems. There seems to be delays and gaps in signals. Hoping to get this fixed soon. read more

Have been a customer for over 8 years. Wait times to talk to someone or schedule an appointment have become ridiculous long! Decided to go with another provider. After being kept on the line for almost an hour trying to cancel (rep kept asking what they could do to retain us, over and over), was told service was cancelled as of 12/31. Removed the panels today (1/16) triggered an alarm and police were dispatched, as CPI never canceled the service. Was placed on hold when called to respond to police alert. Then told to cancel, they need for you to SIGN a statement that you owe 75% of the contract price, even though YOU ARE ALREADY OUT OF CONTRACT!?!?! The technicians are great and that is why they got 3 stars, but I don't think the management has been able to scale the business and retain a good level of service over the 8 years and unfortunately it shows! read more

Do you remember when you were a kid and you wrote up a fake contract and convinced brother/sister/cousin/friend to sign it? It stated something to the effect that they were now your servant and all of their possessions and toys now belonged to you. This is what CPI does. I signed a contract and I will now be billed $1800 to cancel my service. I say billed because there is no way in hell I will ever pay this. All of their contracts are 5 years and any updates immediately extend your contract 5 more years. I am moving out of state and out of their service area. Really?!?!? I look forward to dealing with their collections douchebags and berating them every time they call. Just an FYI for all of you. If they report you to a credit agency it will have little effect on you getting credit. As I stated, this is an easy explanation to your bank, credit union, or mortgage company. They will completely ignore your credit history with CPI. They don't care about some company trying to bill you for services they don't provide. read more

Would like to update. After my review..A tech called and help me adjust my cameras and App and set me up an appointment in 2 weeks. Looking forward to things getting better. Will keep everyone updated.. Been trying to get cpi customer service for weeks. They never call back. Was suppose to come out and canceled. They're always ready to help and install but customer service is awful. Will text you back but won't call. System was great when left on at all times but they said I couldn't do that because used to many clips when going in and out of the house. When sit up for at home , you could have someone pull up, come in and go down the hall before it would send a notice. That's ridiculous. Still waiting for them to call. In the meantime they get their money every month. If this ever improves I will give them a better rating. read more

I called on 1/4/21 the rep. said the technician will come on 1/7/21 to install. I did NOT fill out, did NOT sign and did NOT return the edoc. I called back and canceled. And they still charged me $179.94 for six months service. read more

DO NOT AND I MEAN DO NOT ever deal with this company. We were told at the time we got this service it was a 2 year contract. Well it was a 5 year contract. And I was told when that contract was up it would be another 5 year contract. If you call the main office good luck. Rude hateful people. This crowd wants 1 thing only give them your money and shut up. The number of time I have need they versus the money I am paying is not worth it Go with anyone else. But stay away from this crowd. I think the people who have given this company 5 stars must work for CPI read more

No matter what you do, do not deal with CPI Security. I inherited a security system from the previous homeowner, so I kept up with CPI for a few years. I ultimately decided the system wasn't worth it and discontinued the service after the contract was up. They sent a person out to disarm the system. This technician only took out part of the system, so a few months later, the system started beeping incessantly. When I called them to ask how to disarm it, I got bad information from the first two customer service people. Then the third one told me the awful truth: somewhere in the house, and they couldn't tell me where, there was a small transformer I needed to find and disconnect. Shouldn't the person who came out and disarmed the system have taken care of that, I asked? Sure, but they didn't. Can someone come out and help me find this thing, I asked? Nope, they said: they can't schedule service calls for non-customers. So I just have to put up with the beeping until someday I find it? Believe it or not, they told me yes. As I write this I am beginning the process of going through my house for the fourth time. They won't help me. Don't ever deal with them. read more

This is the second time that a CPI technician didn't show up!! No call, no show!! Horrible company. They absolutely do not care about the customer. Run Run Run away from this outfit!!! read more

Honestly I don't even know where to begin except to say that it is apparent that CPI doesn't care about their existing customers. I usually don't post reviews but I wanted to try and save someone else from going through the same experience we did. We purchased a CPI system for our old home. We did have a few issues every now and then but for the most part we were happy and felt it did the job it was supposed to. My husband got a new job so we were forced to move. We were told MULTIPLE times by more than one person at CPI that we could sell our home with our purchased and fully paid off security system in it and we would be able to purchase a new system for our new home with the same deal and a discount that we had previously been offered with CPI. Fast forward to selling our old home... everything went smoothly so we call CPI to set up a time for them to come out to the new home to price out our new system. CPI informs us of a "new policy" they have and the can't offer us what they assured us they could. Basically a new system would be almost double what they said it would be. Meanwhile we already sold our old house with the old system in it. They said managers would call us and never did until I posted a review on Facebook... then they had a manager call and the manager said she would talk with the CFO and call us back and never did. I will NEVER recommend CPI and I will be sure to post my reviews on multiple sites to try and help someone else to not go through this mess with them. We are out thousands of dollars now because of them. Please do yourself a favor and STAY AWAY. read more

Please be aware of CPI contract. We sold our house, have no security system at our new house, but they are still charging us for the service. I would give below zero if I could read more

Unless you know that you will not get sick and be out of work without pay, don't sign a long required contract. Their help is reduced payments for 2 months and then requires you to pay out the contract. Never again!! There are equally equivalent companies out there without contracts. read more

Impossible to cancel. I was trying to cancel for weeks with multiple emails back and forth. They kept saying they would call me but never did. I finally called and they said that there was a 30 day cancellation policy so I would still have one more draft even though I had spent weeks trying to cancel. I don't trust this company. read more

Been with CPI for 2 years now and have to say they have earned their keep! I am consistently pleased with the level of customer I've received over the years and plan to continue allowing them to assist me in keeping my family safe. If you're on the fence about who to chose, then I'd say CPI is worth your time. If something is wrong, they will make sure it gets corrected. If you have questions, they answer them. If you need a technician on site, they make sure they get them there within a few days. They're definitely worth the investment. read more