Complaints

This profile includes complaints for CPI Security Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  CPI Security Systems

  4300 Sandy Porter Rd Charlotte, NC 28273-3200

  
• 

  CPI Security Systems

  38 Rosscraggon Rd Ste D Asheville, NC 28803-1165

  
• 

  CPI Security Systems, Inc.

  5150 McCrimmon Pkwy Ste 401 Morrisville, NC 27560

  
• 

  CPI Security Systems

  1673 Dividend Loop Myrtle Beach, SC 29577

  
• 

  CPI Security

  531 Clemson Rd Columbia, SC 29229

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am hopeful that no more charges will be applied as I have canceled this and have receipt for full payment. This will be a different type of complaint if there is an additional charge as I have canceled this and signed two documents to do so as well as being told that it was complete. I have attempted to end contract more than once. And ended up transferring service which was okay but I thought I was paying off equipment and lowering the monthly fee and they ended up just charging the transfer fee and moving the equipment. Only realized that I had never paid off the equipment and the monthly fee was never lowered when I attempted to end service. Still this was all fine too because I really had not lost anything except for misunderstanding what I was actually paying for. But that is what seems to happen with them as a lot of misunderstandings because every time I called I was told something different. Right now all I am asking is for them to stop sending me a DocuSign form every day for me to sign to keep contract with them. I have already paid off everything including the equipment and the contract shorten time. But they keep sending me a daily email - daily a contract - and I keep asking them to stop. We are on day eight after they promised to stop. They have assured me that they will no longer charge my account. I am hoping this is true. But I do have a receipt for everything paid so I just dont believe anything. Anyone here tells me because it changes literally with everyone I talk to. The manager ***** was very nice. I found that everyone was nice but each had something different to say and everything seemed to take more than 24 hours, but it was never fixed. But I am still trying to get them to just stop sending me a daily contract to sign. And it has not been taken care of as promised.

  

  Business Response

  Date: 11/25/2025

  Thank you for your assistance in forwarding the correspondence submitted by ******* *****. We apologized for any inconvenience or frustration that Ms. ***** has experienced. After looking into your account and meeting with one of our Customers For Life Supervisors, the account has been cancelled and paid for. You won't be receiving any other documentation for you to sign.  Please feel free to reach back out with any questions or concerns and Ill be more than happy to help.

• Initial Complaint

  Date:11/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary:CPI Security has failed to respond to multiple support requests and has not resolved ongoing service issues despite repeated attempts to contact their customer care department. I am requesting immediate assistance from ************** to resolve this matter.Full Complaint:I am filing this complaint because CPI Security has not responded to my repeated attempts to get support. I have contacted their customer service team multiple times regarding issues with my system/account, and I have either received no response or only automated replies with no follow-up.This lack of communication has left my issue unresolved and has caused significant frustration and inconvenience. I have attempted every standard method of contacting CPI, including calling customer service and emailing their published support address, and I have not received a meaningful *********** this point, I am requesting the intervention of *************** team to resolve this issue promptly. I am also requesting clear and documented communication regarding next steps, including any necessary repairs, billing adjustments, or account corrections.I am hopeful that CPI will address this matter through the BBB process, as standard support channels have failed to respond.Desired Resolution:A direct response from *************** or executive customer relations.Clear next steps and resolution of the outstanding service issue.

  

  Business Response

  Date: 11/21/2025

  Thank you for your assistance in forwarding the correspondence submitted by ******** ********. We apologized for any inconvenience or frustration that Ms. ******** has experienced. We've attempted to contact Mr. ******** in regard to the complaint, but we've have yet to get in touch with her. Please feel free to reach back out with any questions or concerns and Ill be more than happy to help.

• Initial Complaint

  Date:11/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted the business 5 times by phone to cancel my service. Service is well beyond the initial contract period. Business refuses to send me the documents for cancellation despite repeated requests. At the same time, keep drafting payment from my checking account after cancelation notice.

  

  Business Response

  Date: 11/20/2025

  Thank you for your assistance in forwarding the correspondence submitted by **** ******. We apologized for any inconvenience or frustration that Mr. ****** has experienced. A senior *** representative by the name of ** spoke with Mr. ****** on 11/14/2025 and they discussed Mr. ******** concerns/request. Al was able to get the cancel document to Mr. ******* and he was also able to locate the previous interaction Mr. ****** had with one of our representatives and coach them properly. The notes indicate our representative resolved all issues. Please feel free to reach back out with any questions or concerns and Ill be more than happy to help.

• Initial Complaint

  Date:11/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in a contract with *** and moved. I was required to fulfill an additional 19 months which I did. I cancelled my contract after the committment on June 3rd and sent in the paperwork. I was still bill monthly. I called again on October 2, Nov 3, Nov 4, Nov 11 and Nov 13th and was continually promised a refund of $257.40. I have not received the refund.

  

  Business Response

  Date: 11/20/2025

  Dear BBB, 

  Please allow the attached document to serve as CPI Security's official response to this complaint. 

  Customer Answer

  Date: 11/21/2025

   
  Better Business Bureau:
  
  I received my refund today.  

  Thank you for your assistance!

  ******

• Initial Complaint

  Date:11/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out for security service on a home I'm renting. Home owner had cameras up and a CPI sticker on the window called to have them activated. When tech arrived found out cameras belong to another company. I had already paid for the 1st month of *****. on October *******. Was told I would receive a refund and the company been telling me everyday I call it's being processed and I have yet to receive it in my account it's been 28 days . This doesn't take that long to refund a digital payment.I want my money. I just disputed it with my bank yesterday. 11/12/2025

  

  Business Response

  Date: 11/13/2025

  Dear BBB,
  
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. ********* Our records indicate that the refund was issued on November 10th. If Ms. ******** does not see this $39.99 refund reflect her credit card; she will need to contact her bank. We apologize for any inconveniences this may have caused Ms. ********* 
  
  
  Kind Regards,
  ******** ********
  

• Initial Complaint

  Date:11/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against CPI Security Improper Collections and Failure to Issue Promised Refund I am writing to file a formal complaint against CPI Security regarding the mishandling of my late father, ***** ********, account and the companys failure to issue a promised refund.After my fathers passing, his wife (***** ******) transferred his CPI Security account into her name. Despite this transfer, CPI Security erroneously sent my fathers account to *********, ****** and ******, ***** a collection agency, claiming a balance of $893.14. In good faith, I paid $669.80 to clear the matter.On the afternoon of September 19, 2025, I spoke with Mr. ******* ****** of CPI Security on a recorded line. Mr. ****** acknowledged that the account had been mishandled and advised me that the $669.80 I paid to the collection agency would be refunded. He instructed me to contact him via email if I did not receive the refund in a timely matter.Since that conversation, I have emailed Mr. ****** three times, but have received no response. I emailed him on October 1st and October 2nd. I sent a third email on November 10th. On October 3rd I asked a representative to send him a message to call me back. To date, I have not received the refund or any follow-up communication from CPI Security or ******* ******. He was so empathetic on the call about the situation but it appears as if he was only interested in making a sell for the company.I am requesting the BBBs assistance in resolving this matter. Specifically, I seek:A full refund of $669.80, as promised by CPI Security/******* ******.Written confirmation that my fathers account has been fully resolved and no negative credit reporting has occurred.Sincere apology for sending the account to collections Dealing with my fathers passing has been extremely difficult, and discovering that his account had been sent to collections added unnecessary stress and anguish. I would like this issue handled promptly.

  

  Business Response

  Date: 11/17/2025

  Thank you for your assistance in forwarding the correspondence submitted by ******* ******. We apologized for any inconvenience or frustration that Ms. ****** has experienced and were extremely saddened to hear about the loss of her father. After overlooking the account, I see that Ms. ****** spoke to one of our leadership members who created a refund action. The refund is still waiting to be approve by our accounting team. I sent an email to accounting requesting a follow up.  Please feel free to reach out with any additional questions or concerns and Ill be more than happy to assist you.

  Customer Answer

  Date: 11/18/2025

   
  I am rejecting this response:

  Thank you for providing an update. While I appreciate CPI Security acknowledging the issue and confirming that a refund action was created, the response does not address the ongoing delays or lack of communication I have experienced.  It has now been over two months since ******* ****** assured meon a recorded linethat the refund would be issued promptly. Despite multiple emails and attempts to follow up, I received no communication until this BBB complaint was filed. **** message states that the refund is waiting to be approved by the accounting team, but no explanation has been provided as to why the approval has been delayed for such an excessive amount of time.
  Given that CPI Security previously admitted the account was mishandled and that the debt should never have been sent to collections, this matter should have been resolved immediately. The continued delay, combined with the absence of any proactive outreach, is unacceptable.

  To resolve this complaint, I request the following:
  A definitive date by which the refund of $669.80 will be processed and issued.
  Written confirmation that the account is fully resolved and that no negative credit reporting has occurred.
  A formal written apology acknowledging the improper handling of the account and the extended delays in processing the refund.

  
  I request that this complaint remain open until both the refund and the written confirmation are received.

  
  

  

  Business Response

  Date: 11/25/2025

  Thank you for your assistance in forwarding the correspondence submitted by ******* ******. We apologized for any inconvenience or frustration that Ms. ****** has experienced. Unfortunately we're not able to explain why there was a lack of follow up from ******* or from our *** department and we apologize for that. However we do know that you spoke with one of our leadership members who placed in the refund request. I've reached out to our accounting team to gather more information on why we haven't processed the refund. Again, we do apologize about the delay and we're looking to get answers for you. Please feel free to reach back out with any questions or concerns and Ill be more than happy to help.

  Customer Answer

  Date: 11/25/2025

   
  I am rejecting this response.
  Thank you for your response and acknowledgement of the delays. At this time, no resolution has occurred, and the refund has still not been processed. Because of that, I am requesting that this complaint remain open until the refund is fully issued, confirmed and I have received it.

  Please provide a clear timeline for when the refund will be processed, as well as any updates from your accountig team. I expect prompt follow-through and written confirmation once the refund is complete. I appreciate your attention to this matter and look forward to a timely resolution.

  Thank you,

  Crystal Farrar 

  

  Business Response

  Date: 11/25/2025

  Thank you for your assistance in forwarding the correspondence submitted by ******* ******. We apologized for any inconvenience or frustration that Ms. ****** has experienced. The Customer's For Life Supervisor, ******* reached out to our accounting team this morning to expedite the refund. Accounting was able to approve and process the refund request. Ms. ****** should be receiving her refund in the next 3-5 business days.  Please feel free to reach back out with any questions or concerns and Ill be more than happy to help.

  Customer Answer

  Date: 11/25/2025

  Thank you for the update.

  I acknowledge that the refund has been approved and processed; however, this matter cannot be considered resolved until the funds have been received and confirmed. In light of the prior delays and lack of communication, I am requesting that this complaint remain open until the refund has been fully deposited. 

  Should there be any changes to the stated 3-5 business day time frame, I would like to be notified.

  Thank you for your attention and cooperation. I will provide confirmation upon receipt of the refund.

  Crystal Farrar 
  

  
  

• Initial Complaint

  Date:11/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Disputing equipment charges was told when I canceled if new owners took over service I would not owe anything I verified that they did and a year later I get a bill from a collection service no other attempts were made

  

  Business Response

  Date: 11/11/2025

  Thank you for your assistance in forwarding the correspondence submitted by ****** ********. We apologized for any inconvenience or frustration that Mr. ******** has experienced. Customer cancelled in December 2024 in which he was told by our representative that he wouldn't owe anything on the account if the new home owner took over. I had our QA team locate and pull the interaction between Mr. ******** and our representative. During the call our representative did state if the new owners didn't take over he would be responsible for a higher amount. Our representative also mentioned he will be responsible for the monitoring and the equipment plan. The new owners did end up taking over the system 11 months later  after Mr. ******** cancelled. There's 11 months that Mr. ******** is responsible for because the new owners didn't take over immediately after he cancelled.  Please feel free to reach back out with any questions or concerns and Ill be more than happy to help. 

  Customer Answer

  Date: 11/11/2025

   
  I am rejecting this response because:
  The Turners took over service a couple months after the purchase not 11 months which would be now. I should have received a bill if I owed you money not a letter from a collection agency almost a year later. I would send a bill if someone owed me money. This is a sorry way to do business and treat customers who may move back in your service area in the future. I would have brought the equipment with me if I knew I had to buy it. 

  

  Business Response

  Date: 11/14/2025

  Thank you for your assistance in forwarding the correspondence submitted by ****** ********. We apologized for any inconvenience or frustration that Mr. ******** has experienced. After speaking with our Customer's for Life team, (cancellations team). The monthly ******************* was paying was towards the "monitoring" and his "smart pay". When a new homeowner takes over the system, the monitoring side of the bill is waived and the previous homeowner is no longer responsible for that portion of the billing. The smart pay portion is still the responsibility of the previous owner. I reached out to our accounting team and we we're able to pull the interaction the customer had with the Customers for Life representative. The representative did mention during the call if there's a balance remaining Mr. ******* will be responsible for it.  Please feel free to reach back out with any questions or concerns and Ill be more than happy to help.

  Customer Answer

  Date: 11/14/2025

   
  I am rejecting this response because: with every interaction with your company I get a different response. I have been told several different reasons why you say I owe from monitoring to equipment now this version but no has answered as to why I never received a bill in 11 months only a collection letter You are being paid by the new owner making money on what you say in one version I owe you for. 
  
  

  

  Business Response

  Date: 11/20/2025

  Thank you for your assistance in forwarding the correspondence submitted by ****** ********. We apologized for any inconvenience or frustration that Mr. ******** has experienced.  I have the revenue and recovery team looking into if a statement was mailed out. That being said, as I mentioned in the previous response, the smart pay portion is still the responsibility of the previous owner in which this was verbalized to Mr. ******** over the phone. Please feel free to reach back out with any questions or concerns and Ill be more than happy to help.

• Initial Complaint

  Date:11/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter referred me to her security company, CPI Security, on their app because she had referred my granddaughter to them, not on their app, * they had refused to give either my granddaughter, ******* ******, nor my daughter, ***** *****, their credit for the referral, $100 off for each of them with a referral. She referred me the last week in July of 2025. A few days later, a salesman, ***** ******** called me about the system * set up a proposal for my system which included $100 credit for myself * for my daughter, ***** *****. He sent me an email with the proposal * the referral credit on it on July 29, 2025. I will attach these emails. The system was set up on JUly *******. I was told I would not receive the $100 credit until after the first month which was August 2025; but when I received my September checking statement , *** had taken out the payment of $49.99. So on 10/24/2025, I called to find out why they did not give me the 1st month's credit. as I had been told. I first spoke with ****** who told me they would have to investigate to make sure I qualified for the referral bonus . She said it would be a few days before they would know if I qualified for the bonus. I asked to speak with her supervisor, a manager named **** who basically told me the same thing. She sent me back to ****** for another ************** told me I did qualify for the bonus, but I would not receive credit til ******************** ****** was supposed to call me back the at Monday * let me know what their investigation showed. She didn't call me, so I called the company again in Charlotte * talked with Keeshon on 10/28/2025. He told me I did not qualify for the bonus because I did not enter my referral on the app. I asked how could I use an app I did not have. I also talked with Nigel * a supervisor, name ****** who was rude to me * said that ***** in the company could do anything differently to help me.

  

  Business Response

  Date: 11/14/2025

  Thank you for your assistance in forwarding the correspondence submitted by ****** ******* We apologized for any inconvenience or frustration that Ms. ****** has experienced. I also apologize for the confusion and lack of follow up on our end, along with the mislead information that was provided to Ms. ******* ******, one of our team members spoke with Ms. ****** and added 1 month credit on the account in the amount of $49.99. After conducting my own research on how this situation was handled, I added a 2-month temporary rate reduction of $9.99. This means, the next two months instead of paying her normal monthly rate of $49.99, she'll only be paying $9.99. This is an additional $80 is savings. I hope this helps Ms. ****** in the situation she experienced. Please feel free to reach back out with any questions or concerns and Ill be more than happy to help.

• Initial Complaint

  Date:11/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid and have been paying for a home security system from *** in *********. Have had the system for a couple months and it has yet to function correctly. Have been paying for 30 days of recording and cannot even access 3 days ago. Called customer service multiple times and have been met with aggressive, hostile staff that are unwilling to assist and have been caught in multiple lies and attempts to distort and deflect. I told them multiple times that I want the system and equipment removed from my home and the refuse to comply. Have left ****** reviews and get an automated msg to contact them privately which I have done with zero results or accountability. The continue to lie and deflect. This is unacceptable on every level and ownership needs to be held accountable. I have been beyond patient, but this is insanity. What kind of security system is this? I would be better off digging a **** moat around my house... please help....

  

  Business Response

  Date: 11/10/2025

  Dear BBB, 

  Please allow the attached document to serve as CPI Security's official response to this complaint. 

• Initial Complaint

  Date:11/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer with this company since April 2024. Since then I had my payments drafted out of my former check account. I had explained my situation multiple times to the customer service **** about the old checking account has been closed since April 2025 due to identity theft which i have a new checking account. The company **** have been mandating me to provide my personal information via phone only such payment info. They are telling me that there's no other way for me to make payment. I don't trust anyone especially when they mandating which sounds very sketchy and no other options. I have been contacted by someone supposedly from your company via text mandating money and my info. Then they proceeded to tell me that the service is canceled but want payment. I'm not sure what is going or whom I'm talking to but I want to speak only to a legit cpi top manager to discuss payment for my service and they can provide me with a payment link to submit payment to settlemy debt. At this time I only want *** manager to contact to discuss payment matter, service and options.

  

  Business Response

  Date: 11/10/2025

  Dear BBB, 

  Please allow the attached document to serve as CPI Security's official response to this complaint. 

  Customer Answer

  Date: 11/10/2025

   
  I am rejecting this response because:
  The company has refused to comply with my offer to settle the debt before sending the account to collections with OTHER PAYMENT OPTIONS.  I Have advised the company numerous of times that I refuse to provide my personal information via phone.  That's unacceptable business practice to mandate consumer to only pay via phone. The company have other ways of payment but yet though failed to provide me with the other payment options per my request.  I will contact Attorney General on this company mandating me to provide my personal information via phone for payment.  I had identity theft and I refuse to give my personal information.  

  

  Business Response

  Date: 11/17/2025

  See Attachments