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#52
cpi-130x130

CPI Security

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
5.1
User Score
2.3

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Our Score
5.1
User Score
2.3
Rank this Company

Ratings Breakdown

Price

Monthly payment
Undisclosed

Up-Front Costs

Activation, Install & Equipment
$99-$299

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
Undisclosed

Cancellation Policy

Can you cancel contract?
Fees may apply

Moving Policy

Can you move with system?
Fees May Apply

Number of Reviews

User reviews here on BHSC
166

This Review is maintained by Chase Sagum

Review Last Updated: November 29, 2016

CPI’s custom-designed security systems have kept families and businesses in the Southeast areas safe for more than 25 years. CPI Security Systems is one of the only home security providers to design, install, monitor, and repair its own security systems. While CPI sports an impressive array of home security and automation features, the company’s poor online transparency, repeated false alarm issues, and limited availability place it several steps behind industry leaders.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.2
$19.99-$42.99
$0

#2

7.5
$34.99
$99

#3

5.6
$34.95-49.95
$99

#52
cpi-130x130

2.3
Undisclosed
$99-$299

The Good

  • Free Installation
  • Wireless Systems Available
  • Home Automation Solutions
  • Real-Time Response
  • Remote Access to View Home Activity

CPI provides free installation of its security and home automation systems to homeowners. After receiving credit approval, customers can have over $2,000 worth of security and automation equipment (i.e., security cameras, motion and glass-break sensors, door locks, carbon monoxide detectors, energy management tools, and more) installed for free. One thing we like about CPI’s security and automation system is that it supports broadband connectivity. In addition to its hard-wired system, CPI also provides a wireless system, which is both easier to install as well as remove should a customer be moving into a different home.

CPI also boasts a real-time response rate that alerts the authorities within seconds of a distress call. Customers can also choose to download the CPI Security Systems mobile app (available for both iOS and Android devices) to monitor their homes while they’re away. Through the app, customers can view security camera videos, adjust thermostat, lighting devices, door locks and more.

The Bad

  • High Installation Fee for Renters
  • “No False Alarm Guarantee” Is Misleading
  • Poor Online Transparency
  • Limited Availability

Although CPI Security Systems boasts free installation, this promise comes with several conditions. For example, the cost of a CPI security system can be extremely high if you don’t own your home, as CPI Security attaches a hefty $299 installation fee for renters. All customers, whether they rent or own, may also be required to pay additional installation fees for second-story security cameras. And though the website says customers can receive up to $2,200 in free equipment, customers are required to purchase upfront a minimum of $99 in equipment.

While the company claims a “No False Alarm Guarantee,” this term can be misleading. The specific conditions of the guarantee dictate that CPI Security Systems will compensate customers for false alarm fines incurred due to errors on CPI’s part. Several customer reviews have indeed confirmed instances of false alarms on CPI Systems. Customers should be aware that the “No False Alarm Guarantee” does not with certainty prevent all false alarms from happening. CPI will not compensate customers for false alarms due to user errors, negligence, or Acts of God. False alarms are an issue with CPI Security. Several complaints have been filed with the Better Business Bureau regarding motion sensor and door sensor activation. Other issues involve false reports of windows being open.

Aside from the technical issues, CPI Security does not clearly state the details of opening an account or service agreement. Actual monthly rates and contract lengths can vary greatly depending on the customer’s credit rating, and the CPI website yields little information for customers to reference. In order to receive an accurate quote, customers must first receive credit approval.

CPI Security Systems is only available in four states (Georgia, South Caroline, North Carolina, and Georgia), whereas top home security companies provide security services to all 50 states.

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The Bottom Line

While CPI Security Systems can provide sufficient equipment, monitoring, and automation services to customers in the southeast region of the United States, the company still lacks several important qualities found in top home security companies. CPI’s lack of usable online information, confusing and sometimes misleading terms, and extremely limited national reach are serious points of concern. Customers looking for a more straightforward home security provider with less hidden fees are encouraged to investigate our top companies.

CPI Security offers 24 hour monitoring and a “Real Time Response System” that quickly notifies security professionals when an alarm is activated. Homeowners can easily check the settings of their alarm system on the digital LCD keypad. An innovative feature available with the inTouch security package is that customers can remotely monitor your home from a smartphone or internet connection. Some of the options available remotely include: activating and deactivating alarms, receiving email and text notifications, and changing security codes.

If customers choose to add the video monitoring feature, they can remotely view the activity in their home on any mobile device. More features are included in the home automation package, such as adjusting the temperature and turning on lights remotely.

Technology and Equipment Overview

CPI Security uses 2GIG home security technology in their home security packages. The CPI Security Complete inTouch System is jam packed with awesome security products and technology:

  • Wireless or Wired Control Panel
  • 720p HD Interior Camera with Night Vision
  • Remote Keyless Door Lock
  • Remote Thermostat
  • Motion Detector
  • Fire Communicator
  • Door Contacts (3)
  • Real Time Response™ with Audio and Video Verification
  • Free apps for smartphones and tablets

Pricing and Packages

CPI Security Systems allows their customers to customize their security systems. They have two “packages,” but all it really is are two different categories of equipment for customers to choose from. Just because a customer picks to go with a basic option, does not mean there are set sensors or detectors. Customers will get to design the system and receive a quote at the end of the decision making process.

Basic Package Options to choose from:

  • HD interior video camera
  • Touchscreen door lock
  • Garage control
  • Fire communicator
  • Glass break detector
  • Motion detector
  • Light control
  • Door/window sensors
  • Key remote
  • Outdoor infrared camera
  • Medical pendant
  • Carbon monoxide detector
  • Exterior HD wireless IR bullet camera

inTouch Package Options:

  • inTouch App
  • Motion detector
  • Real Time Response with audio/video verification
  • Up to 20 pre-wired contacts or 7 door/window sensors
  • Cellular communication
  • Control panel
  • Fire communicator
  • Key fob
  • Wireless outdoor HD camera
  • Interior HD camera
  • Touchscreen keyless door lock
  • Garage door controller

Contract and Cancellation

Whether a customer chooses to go with the inTouch service or a basic package, there is a monthly monitoring agreement that is required. Contract length will vary based on equipment purchased and monthly servicing.

If a customer decides to end the monthly monitoring service early, there will be a cancellation fee that will apply. This means that the customer will need to pay for additional months of services rendered.

Installation

Since each and every CPI security system is customized to fit the unique vulnerabilities of each home, a CPI certified technician will need to install the system. There is no DIY option with CPI security systems. However, installation is free of charge after the system has been purchased unless the home is being rented.Renters must pay a $299 installation fee. After the customer has come to decide on the exact design and specific equipment, they will need to schedule a time for the technician to come to the home and install the system.

CPI guarantees that their technicians will perform the installation without causing damage and will clean up any mess that is made during the process. All installation technicians are CPI employees, no installation is every outsourced to subcontractors.

Monitoring

CPI Security Systems provides professional 24/7 monitoring. When an alarm has been triggered, CPI’s UL-listed facility responds quickly by notifying both the homeowner and emergency responders. Homeowners can expect a phone call within seconds of the alarm going off. They will need to identify themselves during that call and responders will be dispatched.

CPI Security Systems monitor the following areas:

  1. Burglary – if sensors, detectors, or other equipment detect a burglary, the alarm will go off and CPI will be notified
  2. Heat Rise – if there is a rapid rise in temperature, an alarm is triggered
  3. Fire – when smoke is detected, CPI will dispatch the fire department
  4. Carbon Monoxide – alarm is sounded at first trace of carbon monoxide

To learn more about CPI security systems, visit their website for more information. For more information on other home security providers, view other company profiles.

Are there any inaccuracies in this review? We take our accuracy very seriously and would love your feedback. Give feedback here.

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166 CPI Security Reviews

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  1. User Score
    1
    December 6th, 2017
    0 people found this review helpful!
    Not a happy customer after over 20 Yrs with them. Originally never had any issues until new technology started to arrive. Wireless doesn’t work at every place and land lines now a day have change from what it was in the past. After 15 Yrs we needed to pay for the upgrades that never worked properly and when the time arrived to cancel service/contract due to poor/non service they wanted to collect fees and charge for service not received. Finally we were able to cance without penalties, but had to pay a full month of monitoring without the service… Don’t trust CPI Security…
    Read More
  2. User Score
    1
    November 30th, 2017 Apex, NC
    1 people found this review helpful!
    They are very good until you ask them for upgrades. When you find out they have new and perfect promotions that the payments is the same with your current bill, you ask them for that upgrade and even you want to pay out of pocket to get that, they still increase your monthly ( add up $10 or more), or you have to wait until you finish with your contract to get the new package.
    Read More
  3. User Score
    0
    November 28th, 2017 Fayetteville, NC
    0 people found this review helpful!
    Im just over this!!! They like to take advantage of busy moms who stay home with kids, and make them think they are getting a great deal! YEAH I am writing a bad review everywhere I can!! Hopefully this won’t have to anyone else!!
    Read More
  4. User Score
    0
    November 28th, 2017 Kernersville, NC
    1 people found this review helpful!
    DO NOT UNDER ANY CIRCUMSTANCES USE THIS COMPANY!!!!!! I was billed more than my agreement, I had false alarms they would not stand behind with fees from the local police because I was out of town, it was a headache and a scam from DAY ONE!!! DON’T USE THIS COMPANY
    Read More
  5. User Score
    0
    November 14th, 2017 Charlotte, NC
    0 people found this review helpful!
    I am a security professional myself, CPI is lame duck. Bottom line – stay away from these greedy cons.
    Read More
  6. User Score
    10
    November 10th, 2017
    0 people found this review helpful!
    A nice man named Butters came to fix my newly installed system today and did a wonderful job. He went up and beyond.
    Read More
  7. User Score
    0
    October 31st, 2017 Palo Alto, CA
    1 people found this review helpful!
    This the worst company that ever started in the history of all the alarm company’s they lie they installed stuff that was not needed at all the system never worked from the start the tech new before he was ever finished but still took advantage of my girlfriend and took are money anyway installed a broken camera never uploaded it to the system was a week before they came back to put the new one up and then had to come back the next day and remove the system because it never worked to start with and they still have not made the repairs on the house that was promised nor has the money been refunded and they asked us to get our on contactor to make the repairs on a house that have just bought have not even moved in to this day they keep making excuses about not being able to find a contractor to make repairs on our house so this by far the worst company in the USA never ever recommend this company to a piss ant
    Read More
  8. User Score
    1
    October 7th, 2017 Williamston, SC
    0 people found this review helpful!
    I have had my system for approximately 3-1/2 years now and have nothing but problems with one thing or another with it, which started not long after I had it installed. When you call them they do everything they can to “pass the buck” that it’s the cell phone towers not working which I was just told today when someone came out to check it for me. I , in turn, called my cell phone provider and they know of NO problems in my area, which I figured but wanted to find out for myself. I will be looking into another system as well as going to corporate because this is NOT worth the problems any longer. I would advise anyone NOT to get CPI for their home.
    Read More
  9. User Score
    9
    October 6th, 2017 Ellenboro, NC
    1 people found this review helpful!
    I have had a great experience with CPI thus far. The representative I talked with from the start, Julia R, was extremely professional, very kind, knowledgeable and supportive. CPI delivered what was promised, at the price that was quoted. Once the installation was started, I decided to add some extra bells and whistles. The installation technician, his signature looks like Gary #4200 (?), was also very professional and explained the workings of the system accurately.

    Looking forward to future great customer service when needed.

    Read More
  10. User Score
    0
    September 25th, 2017
    2 people found this review helpful!
    I MADE A BIG MISTAKE BY SWITCHING TO C.P.I. SECURITY. NOW I AM STUCK WITH A FIVE YEARS CONTRACT :((((((
    Read More
  11. User Score
    0
    September 25th, 2017
    1 people found this review helpful!
    Sold my house the new owners wanted to take over the account it has been a week and still fighting to do the transfer you are better off going with a service that you pay for everything up front to save yourself the headache
    Read More
  12. User Score
    1
    September 5th, 2017 Kannapolis, NC
    1 people found this review helpful!
    I cancel my service 8-30-17 and the service is still. I talk to there customer service and all telling the same thing. They send the cancellation by email to central monitoring. They will not give me the number to talk to anybody about why I my account still activated. I was thinking about coming back to CPI in the future but not anymore.
    Read More
  13. User Score
    0
    August 25th, 2017 Columbia, SC
    1 people found this review helpful!
    Most of the staff at CPI, basically anyone you talk to on the phone, should not have customer contact. They are argumentative, defensive, belligerent and/or condescending. If your alarm goes off by accident and shut it off immediately and have instructed them repeatedly to not call in those situations they will more often than not activate the speaker and start barking orders at you and lecturing you while repeatedly demanding answers to the same questions. I have had other security systems and CPI is easily the worst. And to top it all off their equipment regularly fails and typically when you are out of town. The only good thing I can say is about CPI is their installers are pleasant and some are competent.
    Read More
  14. User Score
    3
    August 22nd, 2017
    3 people found this review helpful!
    I had cpi in my home. It was a new construction and I was told by the builder this was the company they were dealing for that area.
    So i was locked into a 5 year contract.
    From the on set I started having problems with the camera feed. Camera off line, to no internet support of feed.
    window monitors showing open , when they were not. premature battery drain. Then the best was digital key pad. not responding to codes. and there is not a hard key option. Changed batteries several times still same issues.
    As for customer service the worst. always look for customer error first. Then they are rude. I request cpi to upgrade my system was told only available to new clients. After over 20 attempts to to rectify issues I cancelled my service, Cpi gave me the run-a-round.i finally bought out my contract and walked away.
    Read More
  15. User Score
    0
    August 21st, 2017 Charlotte, NC
    1 people found this review helpful!
    Unfortunately, you get what you pay for. CPI security customer service is absolutely HORRIBLE! I’m not sure what kind of people they are hiring but they are extremely POOR representatives of the company. I have attempted to contact the organization for 3 weeks now — continue to be told that all supervisors/managers are “in meetings” and not one has taken the time to contact me back (and I have left 4 messages with representatives requesting that a supervisor/manager call). I WOULD NEVER RECOMMEND CPI TO ANYONE AND I WILL BE CANCELING THESE SERVICES!
    Read More
  16. User Score
    10
    August 20th, 2017
    1 people found this review helpful!
    CPI Security gave our company excellent service! The salesperson James B gave us excellent service and took the time to explain ever step of the service. We really feel comfortable about how to use the system and that the system would give us the security we needed. We would refer others to CPI.
    Read More
  17. User Score
    10
    August 14th, 2017
    0 people found this review helpful!
    I have to say that I really love CPI Security. I think they give excellant customer service!! I spoke with Ashley Bloom today and she was outstanding. She listened to my concerns and offered other options for me. I currently have CPI and have always had good service. Thank you Ashley M for all your help today 8-14-17!!!
    Read More
  18. User Score
    0
    August 10th, 2017 Huntersville, NC
    8 people found this review helpful!
    I contacted CPI in December 2016 to cancel my mother’s service. She now no longer can afford CPI nor does she need it due to 24 hour care. I was told at the time that there were eight months left on her contract or I could pay a termination fee of $500. I chose to continue the Service at $39 a month. I also requested a copy of this contract. This month I have contacted CPI to cancel my mothers service. At this time I am being told that she has 10 months left on her contract. I again requested a copy of the contract. To this date, August 10 I have seen no contract.I demanded to speak with a manager a minimum of five times. I was told they do not have management. What foolish corporation has no management. CPI cheats, they lie and they swindle the elderly out of there social security money. I was finally told that a manager would contact me within 24 hours which was up two days ago. I believe the management staff are cowards and cannot handle speaking with their customers when there are complaints. I advise everyone to avoid service with CPI. My goal is to post on every social media site to warn people about this poor company and their business practices.
    Read More
  19. User Score
    10
    August 4th, 2017 Mount Pleasant, SC
    1 people found this review helpful!
    We just moved and had to have Bill (Charleston, SC) come out twice to help with tech issues (that CPI did NOT cause, our house just had some prior wiring issues) and he was nothing but kind, helpful and went out of his way to make sure we ALL understood how to work the system and was very thorough. He went over and beyond and is great at his job.
    Read More
  20. User Score
    9
    August 4th, 2017 Hickory, NC
    0 people found this review helpful!
    We have had CPI for almost 10 years now and we have never had a problem of any kind. The response time has always been acceptable, any time that we have called customer service our questions have been answered quickly and efficiently. We read all of the reviews before we went with CPI and so we knew what questions to ask and that’s what people have to do.
    Read More

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Our Score
5.1
User Score
2.3
Rank this Company

Ratings Breakdown

Price

Monthly payment
Undisclosed

Up-Front Costs

Activation, Install & Equipment
$99-$299

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
Undisclosed

Cancellation Policy

Can you cancel contract?
Fees may apply

Moving Policy

Can you move with system?
Fees May Apply

Number of Reviews

User reviews here on BHSC
166
Our Score
9.0
User Score
8.2
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$19.99-$42.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
2,059