Not happy with CPI reps
I’ve had CPI for 3 years. I’ve never had a problem except that the woman speaks to us every so often. I usually don’t catch what’s she is saying. Long story short. My speaker starting humming. I call CPI. They had no idea what it was so I was told to disconnect the power which I did. I finally had a tech come out 4 days later. I have to replace the whole system. Charge 1400.00.
Well I came home. Reconnected the power (he never did) all my sensors are working, yes the speak continues to beep but this individual is telling me that it’s the whole system. Nothing is working. I opened the actual panel, the phone plug was out. I called CPI. Gave them a piece of my mind. I am not paying 1400.00 to fix it. And if the panel burned out, they need to replace, free of charge. I don’t know if this tech did something to it. It’s all working except for the beeping. However all the sensors are working, and so is the actual alarm. Nice to know these are the type of representatives they hire. I know we are all going thru hard times but get real.
Negotiate your contract for a good deal
We have had CPI for a little more than 2 years now, and I have to say they have been great. The salesperson was excellent and the installer courteous, professional and very proficient. We have set off the alarm a few times over the past two years. On each occasion a CPI operator was on the line within 60 seconds. They even take the time to periodically call you to make sure they have accurate contact information. I’ve dealt with other security providers in the past and CPI is in a different league.
Many of the complaints on this site seem to be over the contract obligations. CPI was very clear that we were signing a 5 year contract and that we would be responsible for 75% of the remaining amount should we move or cancel. Consumers have to take responsibility for understanding the terms of a contract before signing (but then again I guess that is part of the reason for the current housing crisis).
Never had any problems with CPI
I too want to write about CPI. We have had them for almost 5 yrs, our sales person was excellent. I would not live without my system. In 4 yrs we have had several times when our systems batteries on windows or doors have been low and called we had techs come out and everyone of them were very nice and professional, they did’nt act like we were a problem for them. When my alarm has went off we had very quick response time no longer than a minute before someone was on the line. we have only had it go off one time when I did’nt accidentally set it off and the cops were here in less than 5 mins. and as to cops not showing up, I feel if someone does try to break in and that alarm goes off it will at the very least send them packing just hearing the alarm.
I was told my contract would be for 5 yrs when I signed and have never had rude customer service with any questions I have had. Just want to say without CPI I would get no sleep at night and am very pleased with their company 5 yrs or 10 yrs I think the comfort of the system is worth the contract for their protection and mine!
A good word for CPI
I have read reviews on this site with people complaining about contracts, false alarms, and equipment that was paid for but not completely theirs. I would like to take a minute to praise CPI security.
I have been a customer for over 8 years and had nothing but the best experience with them. Of course you sign a contract… this company is not in business to give away their services. Dont you sign contracts with cel phone companies, satelite cable providers, etc.? And when I buy a satelite receiver its mine… but will it work for any other satelite company… no. Will I still be able to get a tv signal when I cancel my contract? NO. Same thing for cel phones!
Do you people realize how much this equipment actually costs a company? What about how much it costs for the equipment.. to sell… install… and service the account? And could someone please tell me ONE reputable alarm company that doesn’t require a contract? Any time I have had questions or concerns I have had IMMEDIATE response. The best example of a personal experience that I have had is when someone cut my phone line in an attempt to disable my alarm and when they kicked my door in the alarm went off and sent a signal. The police were there within 20 minutes and CPI had called me within 3 minutes of the alarm going off. That same day CPI had a professional quality controller at my home to have repairs made to my system and to assure my sense of safety. A friend of mine who actually has CPI as well had a fire in her home when she was away. The smoke detector went off and CPI called her on her phone. She was frantic because her dog was in the home. CPI had a note on her account that there was a pet in the home and had already alerted the fire department about it. Thankfully it was contained to a small area in her kitchen but the fire department was able to get her dog out before he was harmed.
I can’t say enough good things about this company and am in fact shocked that anyone would have a bad thing to say about them. As far as the contract goes I would suggest that those of you who don’t read your contract take responsibility for your own actions. You can’t hold a company responsibile for your own stupidity. I believe that one of the lessons that we learn very early on in our adult life is that sales people will generally say whatever you want to hear in order to get the sale. This doesn’t mean that a company is telling them to be dishonest. They can’t go on every job with every salesman to make sure they are saying the right things. They train them in a propper manner then send them on their way. I was once sold a used car that ended up being a lemon. I couldnt hold the company responsible. Just the salesman that was full of it and myself for being stupid. Live and learn. Personally I find it apalling that people will spend hundreds of dollars a month for the almighty cel phone but they find it so hard to spend half that to protect their homes and posessions that they work so hard for. Not to mention the most precious posessions that can never be replaced… our families and our pets. Thank you to CPI for always giving me peace of mind!
One closing thought… if you call your alarm company and give them your password and tell them there is a false alarm, did it ever occur to you that when they contact the police to let them know that it was a false alarm that the police then won’t go to a call that they havent arrived at yet when its apparent that they are no longer needed? Makes sense huh?
CPI is unbelievable
They require a 60 month contract. That’s right, 5 years.
Our homebuilder had pre-selected them to do the prewire, and also as the low voltage contractor for the home. I know I should have read the entire thing, but the sales person swore up and down it was only a 36 month commitment, which is more standard in the industry (though some do not require any contract). My mistake for not having her show it to me in writing, but this was at the time I was adding all my phone/data/surround sound, etc outlets and they act like you are not signing the security contract at that time but you are.
On the back of the all the stuff for our selections in mice type, there is a 60 month contract clause there. Imagine my surprise when I called them at month 37 asking to have my rate reduced from $50 a month.
Also, IMO, they were not the greatest low voltage contractor in the world. They talked a good game like they knew what they were doing, but unless you were very savvy, I can easily see things going wrong with your system.
Just one example, they advertise an “Audio Video link” setup for wall mounting a TV that does not even have a way to get high def signals to the TV. On their site, they even have their own logo streched out on the TV in the sample. New Construction, Audio/Video Link, Wireless Audio Video, Audio & Video Wiring System | CPI Security So, if you know exactly what is needed, they are OK, otherwise you are stuck. During our selections, the lady had to keep going back to one of the engineers to see whether they could do what we wanted or not. Eventually, the guy just came in for the rest of the session.
Never use CPI
CPI is the most deceptive security company. The sales person will tell you anything – including LIES to get you in. one you are in, you are done. Very expensive, crappy service and It is like a cancer, you can’t get rid of it. I for one will NEVER, EVER, EVER use CPI again.
CPI alarm has not worked
Had CPI for about 4 years.
Twice, I did something stupid that should have brought the cops. Once, we had friends staying with us and I had to leave early for work. I armed the system, like I always do on my way off to work. Apparently my friends got up right after I left and set of the motion detector. The CPI 2 way thingy came on, they didn’t know the passphrase, and CPI called the police. Thirty minutes later I get to the office and have a voicemail from CPI that my alarm had gone off and they had called the police. I knew then what I had did. I called CPI, told them it’s a false alarm, I absent-mindedly armed the system forgetting I had sleeping guests in my home. They said they would call the police but didn’t know if they would be able to stop them from arriving. Well the cops never showed. My alarm goes for 30 minutes, CPI’s vaunted two way speaker communicated with people in my home that don’t know the passphrase and the cops still did not show.
Incident #2, is similar to the first. I was leaving home and started up my Roomba vacuum cleaner. I set the alarm and went on my way. Twenty minutes into my drive, I realized my error and called CPI. Same old story. They had called the cops 20 minutes ago, I called them and said it’s false, they called the cops and nobody ever showed up. Now I think these two incidents probably have more to do with the Raleigh PD than CPI, but the fact is so many people have these things now, they simply don’t come screaming with lights flashing when these residential alarms go off.
Last, and this is why I would not do business with CPI. They advertise $99. By the time you are done, it will be 3 or 4 times that. Their advertised deal simply doesn’t have all the components you need to do the job adequately. When I cancelled with them, they said they would send out a technician to take the control chip from the system. I’m like “I spent over $400 and you said the system was mine to keep when my 3 year contract is up, not to mention I’ve been with you for 4 years without one late payment”.
They said the system is yours, but the control chip is their property and it is in the contract. I got out my contract, and sure enough in like 1.5 font, it was buried near the bottom of the page. They never mentioned it and the sales guy kept emphasizing I was purchasing a great system that was mine even if I don’t continue monitoring with them when my contract is up. You have this wonderful expensive system that is worthless because the brains are gone and it’s not a part you can buy off the shelf. They keep it, wait for you to sell the house, and come stick it in for the next sucker who buys the house. That’s what they don’t tell you. They are sleazy and I recommend you look at another company. Like some other posters said, the alarm system is nice to have and is useful, but the monitoring is worthless as far as the police go. Maybe the fire response is better, but I don’t know since I never had any false fire alarms.
CPI is very shady
Very deceptive company….The sales rep that came to the house was very friendly and told us that although the contract has a certain time frame and stipulations for terminating, CPI is a very small company, locally based and very understanding when problems arise such as job loss, financial hardships, or moving to another house. He said that the company was compassionate to these issues and would allow termination for a flat $100 under these circumstances. I know that I am at fault because I did not get this in writing, but I just wanted to let everyone know that if this statement is made to you, do not believe it. I am suffering through a job loss and contacted CPI to request relief. They were very rude and told me that I was committed to the terms and the only termination right I had was to pay the remaining 75%. If I can’t make the monthly payment, I sure can’t make the lump-sum 75% payment. I have had to disconnect the phone and by doing so, actually am not protected by CPI. Still have to pay the monthly fee. Just wanted to inform everyone to be aware of misleading information from sales reps and anything offered should be spelled out in detail.
Feeling let down after years of loyalty
I have been with CPI for over 12 years in Raleigh, and have been happy with their service. Now that we want to cancel the service, we too have been told it going to be disabled when they remove the control box. Similar to the comment (Added Sept 18/09), I do not even have the contract any longer, but I sure don’t recall that they own the control box all along. NOT HAPPY, and would like to hear if any progress has been made with the NC Dept of Justice or BBB about this. I’m trying to get a copy of my contract so I can review. I should be able to have a functioning alarm system after paying them for 12 years!
Cancellation fees are absurd
I have a similar situation with the posts of Aug 3/09. I called today to cancel my service I started in June 2006. The sales rep lead me to believe I had a 36 month contract. My husband has become unemployed and I am trying to get trim costs. He is home all day and we hardly ever use the service as it is. I found out today I had a 60 month contract and have 18 months left on it. If I choose to cancel it will cost me over $400.00. This is crazy and given the fact that so many others seem to think they have a 3 year agreement and find out it is a 5 year agreement, I wonder if this is actually a CPI tactic.
Good service but won’t stop calling
I have had the service since 1995. Recently, I have been getting a lot of calls wanting me to ‘update my information’. This **** keeps calling during the day (while I’m at work) and refuses to talk to my wife. I have sent them an email stating nothing has changed and if the calls continue, I’ll change to another security company. Hopefully this person resume taking their medication and the calls will stop. Other than this problem, service has been great.
It is a major pain to leave CPI
I purchased a CPI home security system for $495 about 5 years ago with the understanding that after the 3-year contract was completed, I would own the system and could operate independent of central monitoring or paying a monthly fee.
When I called to cancel, I was told that once they disconnect the system, it will not operate. This is crazy. The system has an alarm, two keypads, a motion detector, a panic buttom and door and window alerts, all of this was paid for with my $495 plus a 3 year monthly fee. The contract said nothing about CPI owning the “control box”. According to another security consultant, the CPI system and every other system can operate independently, but they won’t allow this because they are interested in your monthly fees and not your security. I have filed a complaint with the NC Department of Justice and I’ll let everyone know how I get this resolved.
(I’m) back and the news is mixed. The NC Department of Justice simply acted as a “middle man” doing nothing but forwarding letters between each party. Final outcome was that I had the CPI system completely removed and replaced with a Honeywell system from Triangle Security (Vector Security). The CPI system is worthless without their proprietary security codes. Yes, I own it but it is worthless unless it is monitored. I tossed it in the garbage.
Yes, I paid some additional money to replace CPI but my new system will be mine after 3-years and it can be operated without central monitoring. I know that folks have comments, good or bad, with any system but my goal was to own and operate a system without central monitoring. I believe I have one.
This industry needs monitoring by the Government as they mislead and misrepresent their products.
Couldn’t be happier with CPI
CPI is a fantastic and reliable company. I completely trust the system, with its speaker capabilities, to protect my home. I have had CPI now for 2 1/2 years. I knew that there was a 60 month agreement when I signed, as I did read the contract. I have no problems with the customer service, in fact, whenever I do call, I am speaking to a live person very quickly. I looked at several companies before choosing CPI, and contract lengths were about the same. I do not expect to “get out” of my contract, for any reason..as I did sign a contract.
I am planning to sell my home in the next 8-10 months, and have spoken to them about that process, I was told that I would have to pay for a new system at a new home, but the old system would be left for the new homeowners..this is a feature I plan to sell with the home. The system does, and has always worked great, when I have needed service, they have been very cooperative. I would recommend this company to anyone, and in fact, my parents, and 2 other relatives have been installed within the last year. Please do your research, and do not expect any company, any where to let you out of a contract, as they are signed for a purpose. Know what you are getting into before signing, and you will never have a problem.
Find a better deal than CPI
Shop around before signing with this company. I signed on with CPI last year, and then realized I was moving. I had sold my house and bought a new one. I contacted CPI and notified of them of discontinuing the old service at the house I sold. They told me no problem and to notify them when to come out to the new home. A month later I realized they were still deducting payments from my account.
When I contacted them, they stated that they still will deduct payments even though I don’t have the system at my new home because I had a 60 month contract and the new owners of my old home have not signed on yet. CPI stated they would have to take out the ADT system of my new home and install all new equipment. This was $370.00. After getting the BBB involved, I still had to pay $1,100.00 to get out of my contract. Be aware and shop around before you sign with them. They are nice when you have them but not when they are not getting their money!
Never going to buy from CPI again
We have actually been CPI customers for 6+ years, but when we moved, apparently they locked us into a 60 month contract without outright telling us. It was written in tiny letters on the installer’s sheet. He glossed over the stuff and just asked me to sign saying it was installed. I didn’t read it as he was standing there, and didn’t realize I was agreeing to a 5-year commitment.
What’s more, if you decide to cancel before the contract is up, you are required to pay 75% of the remaining months’ payments (tiny print on the BACK of the contract). This is by far the strictest contract I have ever entered into with a service provider, and to have them not point out what I was agreeing to, I think is outright dirty. How all of this came to my attention is another indication of the level of customer care. I was calling to cancel, telling them that due to tough economic times I was unable to continue the service.
They said they understood the economic downturn was affecting everyone, but that made it even more important to protect what is valuable. They went on to say they would possibly be able to give me 2 months at a reduced rate ($10 off). I explained this wouldn’t really help, since I needed more ongoing budgetary cutting. Then, they quickly changed their caring, understanding demeanor and informed me that if I cancel, I will have to pay $180. I’m so close to the end of the term that I’m actually considering paying it just so that I don’t have to be a CPI customer ever again.
Tricked into 60 month contract
We got a system with CPI in 10/06. We were told it was a 36 month contract, but lo and behold, when we checked the contract, in tiny letters it said 60 months. I fought this and after many unpleasant communications, the contract was reduced to 36 months. Then, we moved and we were told it was a TRANSFER. We were told to sign the contract by the installer, even though it said 60 months because he said it would be taken care of in the office, and he didn’t have access to the original contract info nor did he know anything about my communication with ***** ***** in the main office.
Well, guess what, it was a new contract start date!! They are now telling us we owe them, etc. I have filed a complaint with the BBB. These people are crooks. They say one thing and the contract, in very small letters says something else. I have written to the office of consumer affairs also. By the way, dealing with them is a lesson in obnoxious communication.
Cancelling CPI is a nightmare
I have been a CPI customer for 2 years. I recently moved out of the CPI service area and went to cancel my service. They told me unless the new buyer took over the service, I would owe almost $1500!! They said this was in my contract of service. I remember the sales person “vaguely” touching on this, but of course made it sound very easy to get out of and that the company would be willing to work with me. WRONG!! They won’t budge! I could understand if I was moving to another part of the carolinas, but they can not assist me where I have moved! This is ridiculous, maybe it was my neivety as I was new to contracted services, but I feel that I was duped when purchasing from them. So if you are thinking about signing up with CPI please read the fine print and do not get “dazzled” by the fast talk of the sales people!!! You have been warned!