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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
155

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

8.3
$19.99-$42.99
$0

#2

7.7
$34.99
$99

#3

5.9
$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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155 CPI Security Reviews

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  1. User Score
    1
    September 5th, 2017 Kannapolis, NC
    0 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
  2. User Score
    0
    August 25th, 2017 Columbia, SC
    0 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
  3. User Score
    3
    August 22nd, 2017
    2 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
  4. User Score
    0
    August 21st, 2017 Charlotte, NC
    0 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
  5. 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
  6. 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
  7. User Score
    0
    August 10th, 2017 Huntersville, NC
    5 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
  8. User Score
    10
    August 4th, 2017 Mount Pleasant, SC
    0 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
  9. 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
  10. User Score
    0
    July 25th, 2017 Candler, NC
    0 people found this review helpful!
    CPI “offers” a free month for referring a new customer. On the first referral I made, even after several phone calls, I was never credited. 6 months ago I made another referral and have yet to receive my credit even after it was well documented and their representative promised it would be forth coming. Appears that this is an intentional “gliche” in their system.
    Read More
  11. User Score
    2
    July 19th, 2017 Greensboro, NC
    3 people found this review helpful!
    Try to cancel your service, good luck with that! Save all communication, and check your bank statements. We terminated service a month ago over the phone, got an email confirmation. Credit card charged this month, called and were told account still active. It just never ends, and we are NOT under contract, that ended over a year ago.
    Read More
  12. User Score
    0
    June 29th, 2017
    0 people found this review helpful!
    Misled me When I signed up the contract.
    Read More
  13. User Score
    1
    June 29th, 2017 Raleigh, NC
    3 people found this review helpful!
    I became a customer 11 years ago and am currently in the middle of my second contract. I decided to move and unfortunately I can not take the service with me. CPI is telling me I have to pay around $900 to get out of my contract. My intentions were to return to CPI at a later date when I lived somewhere I could take advantage of their service, however, I never realized they would or could force you to pay for a service you could no longer use. I am completely turned off from my experience and will never be using them again. I was a dedicated long term customer who referred many of my students, clients, friends and family. I will now recommend against using this company.
    Read More
  14. User Score
    9
    June 26th, 2017 Pfafftown, NC
    0 people found this review helpful!
    I have been having issues with my CPI system, through no fault of CPI’s. However, after speaking with Issac from Customer Service, he not only took the time to explain the reasons for the issues with our system alerts, but also helped me with a plan of action with our system, should the issues occur again.
    Kudos to Issac, for his patience and expertise!!
    Read More
  15. User Score
    2
    June 23rd, 2017 New York, NY
    3 people found this review helpful!
    The indoor cameras have little to no real IR capability and are useless at night. CPI has failed to do anything. I was told I could pay a lot more money to upgrade to a better camera or could keep calling CPI to continually come out (which was clearly a ploy to wear me out and just live with it). Clear breach of contract and breach of warranty for the indoor camera. But that’s a big company beating down the little guy.
    Read More
  16. User Score
    3
    June 22nd, 2017
    2 people found this review helpful!
    Average satisfaction. There is little difference between the level of service and satisfaction offered by CPI and the other companies. My experience with CPI when I needed support or had a question was met with a rude customer service agent, who basically became brash when I needed some help.

    Further, when I built my house, I paid for several hard-wired ports to be installed. After having the CPI technician out on three different occasions to solve the problem with them not working, I gave up. To date these ports do not work. This comes on the heels of me paying a hefty “early” contract cancellation fee to ADT to go with CPI. Looking back, I made a huge mistake.

    Read More
  17. User Score
    0
    June 20th, 2017 Las Vegas, NV
    3 people found this review helpful!
    This company hires cowards and then gives them guns! One of their guards shot a friendly dog on a leash that was with its owner. What next shooting a child that looks at them wrong? Or an old woman with a cane cause she might do something? Horrible! Horrible! Freaking horrible!
    Read More
  18. User Score
    9
    June 19th, 2017
    0 people found this review helpful!
    Our daughter in another state has had CPI for several years then we saw the free installation and choice of doorbell monitor or security camera for 49.99 a month. A very small price to pay to feel secure about our home. We love the iPhone apt that allows us to set the alarm from anywhere. It’s fast and a great asset to the system. The customer service is above excellent! From my first phone call to the technicians installation we felt confident we were getting the very best system for our home. I highly recommend CPI to anyone looking for security.
    Read More
  19. User Score
    4
    June 17th, 2017 Smithfield, NC
    3 people found this review helpful!
    Well, I want to check this website if this website are really taking real reviews for companies.

    CPI is not bad security company, however, after contract expired, they take a way main communication device, therefore, other device you own on your walls and key pads are become useless. It should able to use even after cancel the service but they left behind all the useless stuff and take away most important part. Telling the truth, I become anti CPI customer. I won’t never will USE CPI. instead, now there are many nice security system you can self monitoring yourself using internet , they are inexpensive and very reliable! I will going to tell everybody who are interested in using CPI about my experience. Good bye CPI forever!

    Read More
  20. User Score
    0
    June 14th, 2017 Charlotte, NC
    3 people found this review helpful!
    Just a terrible company, this cancellation policy was stressed when we signed up. Since my wife and are are getting divorced, we sold the property that the equipment was installed, and now to transfer it to a rental, they charge you $300. Sometimes things happen in life, and to be locked into this BS is ridiculous. Again, terrible customer service, terrible policies, just terrible all around. I will never use CPI after this contract ends. I never, ever complain or right reviews, and i can assure that there are many, many more unsatisfied customers.
    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
155
Our Score
9.0
User Score
8.3
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
2,035