CPI offers real peace of mind and protection
I have had CPI as a Security Service for 5 years and I will say I am a dedicated and loyal customer. I have had no problem with this company and would highly recommend this company to anyone who is looking for excellent customer service. I have read through prior negative comments posted on this site and Frankly the individuals who do have problems only have themselves to blame for not reading their contract and asking the right questions before signing a contract. As with any carrier Whether it is cell phone or TV, there is always a contract with a term and an early termination fee. Even With cable, when my service is cancelled, they take the box back, same as the chip in the panel, it is their chip and you are only paying for the equipment.
One of the reasons I love this company is their customer service has always been on par. Whenever I have called in, I have only been met with intelligent and professional individuals. There was an instance where my alarm was set to stay and my son came home from school and accidently typed the password incorrectly into the panel. CPI came over the spker and my son did not know the paraphrase. CPI had immediately called my husband to confirm my son belonged at the house. My husband confirmed and CPI asked if my husband wanted them to dispatch an office to the home anyway just to make sure my son was ok as he was by himself. My husband agreed to it and an officer was at the home in 5 minutes to make sure my sone was ok.
That alone gave me peace of mind that when my kids are home during the 30 min window until I or my husband get home, even though they are teenagers, I feel they are safe. CPI gives me a peace of mind and I feel more like a valued customer to them instead of a number and that makes me feel more confident I made the right choice to get CPI.
Appalled at poor company behavior
Following is what I wrote this company: To Whom It May Concern: In August or September of 2010, I finally agreed to have CPI Security for one year and made the agreement with your salesperson Lena. In the fall of 2011, I realized that my income was not substantial enough to continue the service with the monthly payments. Not wanting overdrafts in my checking account with this extra payment amount for CPI service, I made umpteen dozen calls to your office from that time through around April of this 2012 year informing CPI that I was needing to discontinue the service for my home. The rep on the phone told me the ways to disconnect the wiring in my home which I did (there was a terrible beeping noice).
For some reason, rather than helping me to stop the service, the rep told me that I would receive two hardship charges drafted from my account. I noticed these in my statement then expected the drafts to stop.
In June 2012, I saw a full charge of $36.95 on my bank statement which caused me concern. I was so dismayed that I applied a Stop Payment to my account for this amount of money. Please understand that your rep had me understanding that I would be able to cancel should there be a valid reason. It was never stated or provided that the contract was for five years! After reading so many reviews about this happening to others, I am appalled that you are still in business.
Service from CPI has been poor
From the beginning CPI was shady. We purchased a new home that had supposedly been “pre-wired” for a security system. When the CPI representative arrived, they drilled all sorts of holes to run wires through. Ok, maybe I could have let that one pass since it could have been the builder’s fault. Next, CPI tried to charge me for parts they didn’t install. That was an extra $170 dollars. Throughout the term of our contract we had minor difficulties until we decided to cancel. The CPI rep came out to the house and informed us that he would be taking the CPU of our system. The one we had paid $500 plus a monthly fee for. In our contract, it refers to a “Central Communication Device” as being theirs. However, I am quite confident that the whole thing was not required. Long story short, when you leave, don’t expect any part of your security system to function. I am not pleased at all with the level of service received by CPI.
Very happy with CPI
I installed an extensive CPI home security system 3-years ago. I had them add additional security devices last year and so far I have been happy with the equipment and the customer service. I had equipment problems on one occasion and they were quick to come out and correct the problem. I see lots of complaints about the contract term but at least in my case the contract was clearly explained before I purchased the system and yes it is a 60-month commitment…but that also locked in the monitoring cost for 60-months. Two other family members had shorter 36-month contracts with a nationwide company and their monitoring fee went up yearly. They recently switched to CPI. Overall, I am happy with CPI and plan to continue with their service once the contract term is up.
Glad to be done with CPI
After meeting with several security companies, we chose CPI Security to protect our home. We were especially impressed with their “Real-Time Response,” which is essentially a two-way voice system that allows a CPI monitoring operator to listen into the home during an alarm situation and speak to us directly. Immediately after the installation, we began noticing that when we set the alarm off by accident, there was an incredibly weak audible connection with the monitoring center. Over time, it kept getting worse until the monitoring center couldn’t even connect to the speaker/mic.
Over the course of the past several months and after NUMEROUS phone calls, over 7 technicians have been to our home. They have done everything from re-positioning the cell antenna to completely replacing the alarm circuit board. Each time the tech would leave and assure us the system was working properly. A week later, we were back where we started. We quickly lost faith in our alarm system, which is supposed to always be reliable. We believe this problem speaks directly to the quality of CPI’s alarm technology (they use General Electric products). CPI even admitted that they were out of options for the issue and had no more possible solutions. Thankfully we have parted ways from this company.
This is HOME SECURITY and OUR SECURITY – what concerned us the most is that this system (and all alarm systems) are supposed to work 150% of the time. Please carefully do your research – you’ll have the best luck with a small, local alarm company. While CPI’s customer service has been nothing but responsive to all of these issues, we believe that no one should ever run into problems like this, ESPECIALLY with a company hired to install security systems that protect homes and families.
Customer service is the worst
My husband and I were prospective customers for CPI Security. I called to get information on the the services and packages offered by CPI. During the call the customer rep quoted me the price for their top of the line package only. The cost of the package was twice what we were currently paying with our current company. However, I went ahead and set up an appointment for a live demo. After discussing it, my husband and I thought it was too much money to double the cost of security, so when the confirmer call to confirm the appointment I told him that we were not willing to pay that price.
Footnote: He noted in the records that this would be a hardship for us. Which is not what I told him, it was just that we were not interested in paying twice of our current cost.
However, on the next business day, I call the company to get a quote for cheaper packages. I spoke with an excellent salesperson who was able to convince me why the package was worth it’s price tag. So I thought maybe it would be worth it after all and decided on seeing the live demo as well. I called my husband to verify that it would be okay to set up an appointment for the live demo which he was willing to do.
The trouble was that when I call back to schedule the appointment, the confirmer treated me as though I was a thief not to be trusted. She explained that they could not schedule an appointment without knowing in good faith that my husband would attend the live demo because in their notes it said that the cost would be an hardship. I never stated that the cost would be an hardship, I just wasn’t convinced their services were worth twice what we were paying. I explained to the confirmer that I had confirmed with my husband before calling back to schedule the appointment.
However, she continue to explain to me that they could not schedule the appointment without being sure my husband would be there. I have never had the experience where the sales person refused to believe what I was telling them, especially just to have someone come out to do a demonstration. UNBELIEVABLE!!! Of course, I could have had my husband to call to confirm that he was okay with the appointment but those red flags were waving far too brightly to ignore. I can only imagine what we would have had to deal with once we signed their 60 month contract!!!!!
Terrible Service from CPI
That is the worst installation I ever have seen in my life. The people they came in my home are glue less in running wires. They are drilling holes in walls for no reason (maybe they are to lazy to do a correct job) Very armature installation and workers, no professional tools and they have no correct wall covers for there installation. If someone like to see pictures I’m more than happy to send some. DON’T GO WITH THAT COMPANY
Locked into 5 year contract with CPI
When I bought my system from CPI 3yrs ago the rep never told me that it was a 5yr contract! I know it’s on me for not reading the tiny font print on the contract but if that was told to me I would have never signed with CPI. After a bunch a problems with my system that they could not resolve they finally let me out of my contract. They even came by to take, what I thought was mine, the equipment back. I guess they use the old equipment on new sales??? CPI is a nightmare! I had ASG security put in a new system for me with a camera for absolutley no installation fee and only a 3yr contract. ASG was prompt, curtious and straight up. Stay away from what me and my neighbor call CPI – Cheesy Protection Inc.
CPI cares very little about their customers
Make sure you read and understand your agreement/contract, before signing with CPI Security Systems, Inc. Do not let the sales representative make verbal promises without getting them in writing. Also, keep a copy of the agreement, because CPI will try to hold you to terms of the agreement, and you will need a copy of the paperwork.
First sales representative promised we could transfer or have taken over, our 5 year agreement, so we signed, no problems.
After moving, the second sales representative said no transfers or takeovers allowed, so, I would not sign the new agreement.
Since my wife had already signed the contract before I had read it, I asked the sales representative to bring the contract back after getting approval from management, concerning transfer of service or takeover of service.
Very clear why the sales representative didn’t come back. Would have had difficulty making the sale because in addition to everything else mentioned, while doing some research, learned monthly fees would have been less with another security company.
Now CPI claims they have a binding agreement with my wife, when their agreement states, “all parties”. Keep in mind, both our names are on the top of the agreement, with our address. Again, not completely signed by “all parties” and not dated by us. CPI, claim that just because my name is on the agreement, it is because I lived at the address, not because my signature is needed, or required.
My wife, in error, believed that our agreement was transfered from the past address, under past agreement terms, and had the new installation completed. Now CPI claims that she was aware and agreed to terms and conditions of a new agreement during conversations with their employees during this process, along with the incompletely signed; CPI sales representative dated, agreement.
CPI is treating this, as if, it is now our word against theirs. We need to take their word, they do not need to take ours.
Had issues with the drafting of the checking account which CPI claims is required, but is not in North Carolina. Finally was sent a statement/invoice to pay without the checking account being drafted. Then saw the name(s) and address of the individuals who purchased our previous home on the invoice sent us by CPI.
Now have doubts about the ability of CPI to protect confidential information, let alone the fact individuals who purchased our past home could have signed with CPI as a “takeover”.
By the way, the new owners of the previous home, did use CPI based on our recommendation to their real estate agent.
Calling customer service is not helpful because they will make statements about fees, conditions in effect that don’t match what their agreement(s) have in writing reviewing the limited information they have provided me. Try to collect as much money as they can, not mentioning the 75% termination clause.
In an effort to resolve this matter in a, “win/win” solution. My wife spoke to CPI customer service about doing another transfer of service. Was told, it could be done, with no charge and a shortned term, (1 year), because the service would be transfered to an apartment. This would also made the old agreement void.
Later, when requesting the transfer to take place, she was told, there was an installation charge, because the promotion was over. Trying to make that work, based on what CPI said, or failed to say verbally. Requested to pay an agreed to, negotiated, reduced installation fee. Then asked that the fee would be spread out over six months due to financial issues. No luck dealing with CPI customer service on this request.
Now paying a monthly fee for no service at an address she does not live at.
Very clear, with their television, and print promotions that they want to get new customers to sign with them, based on no installation fee promotions. Clearly want whe 5 year contract to be signed, so the monthly fee is locked into. That’s business. But they are not making all their conditions clear to the consumer.
To be fair, CPI did suggest a “good faith” offer to reduce the final amount due and end the unsigned agreement. Just not “good faith” enough.
Not sure if anything can, or will be done, to get CPI to understand that you do business with a security company trusting that they will protect you and your family. When that trust is gone, the least they should do, is release you from their harsh, unyielding agreement, when you have vaild reasons for that request.
It’s all about the monthly fees and little reguard to doing the right thing for the customer.
Avoid CPI Security
WARNING! Do not sign a contract with CPI, they lock you in for 5 years. We purchased a house and after 3 years had to move because our income decreased substantially. We sold our house and DID NOT buy a new one. CPI would not let us out of our contract even though we did not have a new home. We moved into my parents house. They told us we could transfer our service to their house. But, when my parents signed up, they gave a whole new contract for another 5 years, instead of transferring the remainder 2 years. THEY ARE SNAKES and they cost $30 more per month than other comparable providers. STAY AWAY FROM CPI!
Pleased with CPI alarm services
Have CPI and we are very happy with the company. The person who called on us was knowledgeable and sold us on the company. We are well pleased we changed our home security to CPI.
Nothing from CPI works right
I purchased from CPI on 6/2011. 60 mo contract. Never got the system in to where we did not have false alarms. Camera did not work right. Motion sensors did not work right. Had system taken out!! Contract cancelled. Motion sensors on add shows dogs walking around on ground, it does’nt go off. They said because we had cats and they climb on furniture and stairs they could not guarentee false alarms. If I remember correctly dogs do sit on furniture and climb stairs! Bad situation. I do not reccomend this company.
Not great, but not too bad either
I was a CPI customer for 3 years. We had a 60 month contract. We moved out of our house 2 years prior to the contract ending, but we turned off the monitoring since the house was vacant. That saved us some money. Unfortunately, our house was sitting for a year before it sold, but we were able to transfer our service to the new buyers. Our overall experience with CPI was good- We got a great deal on installation- our sales rep actually gave us incorrect information about compatability and using another company’s equipment; the previous owners of the home used ADT and we wanted to save some money by using some of the equipment that was already in the house).
When the installers came, they discovered that the system that was in our house was too old for it to be used, and wanted to charge me to have to upgrade the system and use the new equipment. We got the sales rep on the phone, and he accepted full responsibility for the error, and we were not charged for the “upgraded” system that they had to install. The equipment did not always work properly, but their customer service was helpful and solved the problem. They were proactive in their check-ups, as every so often we’d get a phone call verifying our records and to check to make sure our system was being monitored correctly. They are not perfect, but I would use them again if I lived in the service area.
CPI has horrible service reps
I recently had an appointment with CPI to have video surveillance installed. The representative was absolutely horrible. Once he found out that I would not be switching my present security monitoring company (which would have been independent of rach other–there wouldn’t have been amy monitoring on the video equipment–recording only), he was no longer interested in selling and installing the video surveillance equipment. He also informed me that CPI would have never made an appointment to have a representative come out if they had known that I only wanted video surveillance equipment.
CPI renewed contract automatically
After being with cpi for 10 years we decided to cancel to downsize our monthly expenses. After speaking with the rep, and them trying to sell us a different package for more money (included cell phone monitoring since we also cut the expense of a home phone line – and therefore were not being monitored by cpi) we declined and set up a time for them to collect their monitoring equipment – which we supposedly owned after 5 years (apparently not). We were told we owed $150 and would receive an invoice – much to our shock we received a bill for $1600!!
Apparently they renewed a contract when they replaced a defective keypad and expected the entire amount, and have since turned us over to a collections company after 2 months of trying to work out the disputed amount. Which each time on the phone with a representative they said “oh yes, I see that here in the notes, it should be $150” to which I replied “send me a final invoice, with that amount stated and i will pay it” great service from a company that you are supposed to trust with your families safety.
LOOK ELSWHERE for an alarm company!!!!
Never dealing with CPI again
I have been with CPI since my house was built in 2002. I never had a problem until about a year ago when I called customer service and requested assistance to clear an error code on my keypad. The representative asked if she could call me back because she had an emergency. I received a call back over 20 minutes later and I was not able to stay for the phone call at that point. I informed her that I would have to call back later when it was more convenient for me. She immediately came back at me with, “Do you want to do this or not?” I got so angry I told her that I did not ‘want to do this’ and hung up the phone.
This year I decided to go with another company and update my 10-year-old system. I called CPI customer service to cancel and they put me through the wringer. They even provided me with non-working fax number to submit my cancellation letter. I’ve had to call them more in the last three days than I ever did in the last nine years. They’re also sending someone to pick up my old keypad – Whatever!! Fine. I will never go back to CPI and I will make sure all of my friends and family know how difficult they are when they are considering an alarm system company!
Would not recommend CPI to anyone
I was a satisfied CPI (customer) for 5 years, that is until I needed to make a change. When I called to let CPI know I wanted to cancel my service to save money (one less job at my home), like the majority of people in 2011-I was told that I have four more years of a five year contact and that it is my fault that I did not read the contact that was mailed to me-there is no option of paying a small fee to get out– CPI is in charge and makes sure that you know about it–I was patronized and belittled, and that was all during a 12 minute conversation–I would not recommend CPI, and will make sure that I share my situation with my friends and family.
CPI uses abusive sales tactics to close the deal
We signed a 36 month contract back in 2003 with CPI. Last week we switched to a different provider which came in and replaced our aging CPI system. After several attempts at reaching someone at CPI to handle our cancellation, we’re told we have to give them the control box, or pay $498 dollars. We were told that it was in the contract. Unfortunately for CPI we did read our contract and we kept a copy of it.
I’ve not found anything at all in the contract that states they retain ownership of the system. In fact we were told on several occasions that once our 36 month commitment was up we own the hardware. I’m guessing that they’ve since added something to the contract that states as such, but they’re not getting anything from us. I never once had an issue with them until now. If this is how they treat you after being a good customer for so many years, there’s no way I can recommend them. Trying to use strong arm tactics like this to scare people from canceling their service. Shame on you CPI!
Sales rep lied to close the sale
I purchased CPI in 2006 and instructed the sales rep I was replacing my door so I didn’t want a contact on the door until I changed it, he stated it must be wired in order for them to install and secure the house, he told me don’t worry once the door is replaced they will come out and replace it for free, and the installer came and said the same thing it will be free, but now the door is replaced and they want to charge $50 to come out… Sales rep lied to get a sale…
Much better than ADT
We had ADT previously and CPI is superior in our opinion. Two-way voice communication with a REAL person is a big plus. Very satisfied. Complaints about canceling are the fault of the buyer not reading the contract. I really like the STAY feature which alarms the house but allows me to stay active in the house without setting off the alarm. The whole system is hard-wired unlike many that are stick-on sensors. BBB should upgrade this company to A+.
All alarm companies are bad but CPI is a little better
CustomersIn my experience, all alarm companies are shady and will stop at nothing to make money. I have had many problems with CPI Security but would still choose them over other alarm companies in Charlotte. Just please read your contract very carefully and know what you are getting into. Here are my comments on CPI.
They have the fastest response rate in Charlotte. I am also very happy with their customer service and support over the phone. The few times I had to deal with them, they were very nice and knowledgeable.
-We had a salesperson who did not know what he was doing (or he intentionally lied to us). We signed up for the package which was $0 upfront plus about $36 per month in monitoring. He came to our house and said everything would be fine. A few weeks later the installation guy came out and told us we had to pay $374 in equipment fees because our house was built on slab and that required the use of more expensive wireless sensors. We ended up paying the $374 for the wireless equiptment hoping we could at least use it after our contract expired.
-The contract has some terms in it that you must be aware of. The default length is 60 months (5 years) and it will automatically renew for 5 more years unless you send them a certified letter canceling 60 days before the end of your contract. You must negotiate this down to 36 months and make a note in your calendar to follow the proper cancelation procedures.
-CPI owns the “Central Station Reporting Device” which is basically the brains of the entire alarm system. After your contract is over, they will remove it making the rest of your equipment useless. This really stinks if you are like me and paid almost $400 upfront plus $36 per month for three years and have nothing to show for it at the end (I was hoping to at least use it as a door chime).
Read and understand your contract and read all the reviews here to know what you are getting into before you sign.
CPI is the worst
I rented a home for 1 year and at the end of my lease term, the owner moved back in. When I scheduled to disconnect service I made sure to ask the rep about discontinuing their automatic debits for the billing. They assured me I would not be charged. The next month they charged me for service that I was no longer receiving. When I called to find out what happened the operator said they did not see me listed as living in the home previously. (My thought was then why are you billing my account…beside the point) They straightened that out. Their company has continued to call me and ask how my service installation went of if I’m happy with my current service. I no longer am a customer and have called them multiple times to REMOVE me from their contact list. Guess who keeps calling! Aggravating.
People need to read their contracts before signing
I think it’s interesting what was said about who owns the equipment. I have a CPI Security system and I actually read my contract!
If more people would read their contracts (not just CPI, but all companies), there’d be a lot less complaints. The contract states that CPI owns the yard sign, window stickers, and the dialer device to call their monitoring station. Keep in mind, if I leave CPI, 3 yrs or 13 yrs from now, I’ll have another company monitor my system. When they do, I’ll use THEIR yard sign, window stickers and they’ll install a new box in my closet (so who cares if they take their dialer). At that point I’ll drop it off to them if they want it back. Bottom line…I read, and discussed with my rep, the contract. Any contract… security, cell phone, or roofing contractor…is a two way agreement. With CPI, I’m responsible for paying the bill, testing the system regularly, and keeping a landline active. They’re responsible for 24-7 monitoring (and calling the authorities for alarms) and fixing or replacing a broken device as long as my bill is payed on time.
That brings me to another point… After being a customer, long after my contract was up, I had a broken device. They came out the next day and replaced it (not fixed it, REPLACED it)…FREE! No labor or trip charge, either.
The contract also says, at the end of the term, it will renew “for a period of 12 months” (not another 5 yrs). It also says if I want to cancel, I send them a certified cancellation letter, they’ll stop with 60 days. That tells me, if I want to cancel on month 61, they’ll stop service on month 63. (it’s in my contract… and with that certified letter reciept (their request), I have the upper hand if they still draft my account past that date) Contracts aren’t ALL bad or one sided.
All I can say is, read the contract! If a sales rep is a scammer, he’ll skirt the contract questions and change the subject. If your rep/company is reputible, he or she will discuss any contract questions you have – mine did (my wife drove him nuts with questions). He didn’t know every answer, but he got the answers for us and we didn’t sign until he did. If there’s a contract involved with anything you’re doing, READ and UNDERSTAND it !!!
CPI is deceptive and lies
This company is deceptive and ruthless! I cancelled my service thinking I was done with my ridiculously long contract only to find out it was much more ridiculously long than I even originally believed. I agreed to pay the ridiculous 75% of the rest of my payments and said they could take draft it out of my account as they had been doing. They did not. Rather a year later I get notice that they are filing suit for breach of contract. I recieved NO prior communication asking me to pay or telling me the final amount was not drafted. Now, I am dealing with a very bully attorney that is charging me collection fees on top of the 338$ cancellation fee. Thanks for the communication CPI. Just had a new baby, guess the attorneys will get her first college fund deposit.
Don’t bother with CPI
This is in response to a couple of the reviews with CPI.
I’ve had a CPI security system before. In regards to the 5 year contract, for those not knowing it’s a 5yr contract with an automatic 5yr extension on the last month of your contract. That’s right, if you don’t call and cancel at the end of the 60th month it will roll into another 5 year contract.
As to the equipment issue, CPI does not own their own equipment. They lease it out from the manufacturer. So if you’ve had your system 5 years or 10 years it doesn’t matter. They have the right to come back and take your equipment away. This is not as big of a deal. If you dont want CPI anymore for your monitoring and decide to go with someone else like I did then that new company will provide all new equipment. No need to have a system if it’s not being monitored anyways.
As to the issue of your builder selecting CPI to do the prewire. That does not obligate you to have CPI install security equipment or use their monitoring. The last house I bought the builder used CPI to do the prewire but I used a different company for my system and monitoring. I had the CPI sales rep come out and try to put some scare tatics on me that they had installed the wiring free of cost with the intent of a contract for monitoring. Then he made the mistake of mentioning a mechanic’s lien. I just gave him my attorney’s info and said they’d need to contact him for any further interaction. It’s the last I heard from them.
There is companys out there with much better monitoring service and rates than CPI. Don’t get caught up in their traps.