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#36
cpi-130x130

CPI Security

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
5.8
User Score
1.7

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Our Score
5.8
User Score
1.7
Rank this Company

Ratings Breakdown

Price

Monthly payment
Undisclosed

Up-Front Costs

Activation, Install & Equipment
$99-$299

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
Undisclosed

Cancellation Policy

Can you cancel contract?
Fees may apply

Time in Business

Total # of years
1991

A+

Customer Support

Good, Bad, Limited
Limited

SDM Rank

Top 100 Company Rank
19

Number of Reviews

User reviews here on BHSC
103

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
$44.99
$99-499

#2

8.6
$43.49
$35

#3

7.2
$14.99
$229.96

#36
cpi-130x130

1.7
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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103 CPI Security Reviews

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  1. User Score
    0
    November 28th, 2016
    0 people found this review helpful!
    Purchase service in March 2012, requested cancelation today November 26 2016. Purchase equipment upon installation two door contacts. Never miss a payment or ever pay late. Now they insist that I pay a $800.00 cancelation fee or continue to pay monthly $40.00 for 21 more months! As they stated sign here we will fill in the blanks! Lol I smell a law suit
    Read More
  2. User Score
    0
    November 18th, 2016 Concord, NC
    0 people found this review helpful!
    Purchased a home with CPI previously installed. I did not activate their equipment. After 3 months I’m now getting a smoke detector battery low errors. I have replaced all the batteries in all smoke detector same error. I called to voice my concern and since I am not a customer they refuse to help. I’m going to have their faulty equipment replaced and sign up with another company. End of story
    Read More
  3. User Score
    0
    October 25th, 2016 Cape Coral, FL
    2 people found this review helpful!
    I got taken on the length of the service contract. I was told that since I was converting from another security provider that it was a two year contract. When we moved out of CPI,s service area and, I went to cancel the service I was told that my contract was for five years, not two. Now they are demanding I pay 75% of the remaining contract time.
    If you elect too use this company be very careful and read ALL their fine print thoroughly.
    Read More
  4. User Score
    0
    October 23rd, 2016
    1 people found this review helpful!
    This is a terrible company, long term contracts because people would leave them secondary to their service and lack of customer care. They require a written 60 day notice and then a cancellation form filled out and still take the money out of the bank after cancellation. DO NOT use this company.
    Read More
  5. User Score
    9
    October 12th, 2016 High Point, NC
    1 people found this review helpful!
    I’ve used them for years and could not be happier. Very good equipment, fast repair service, all for about 40/month. When I’ve accidentally set off the alarm, their response n my phone and my laptop has been almost immediate.
    Read More
  6. User Score
    0
    October 8th, 2016
    2 people found this review helpful!
    It is absolutely the worse system ever, absolutely bad customer service and haven’t resolved the issue though I put all my time and effort in. They are blaming my internet service provider for not helping them thought the AT&t CUSTOMER SERVICE has provided them all day Sept 23rd finally CPI came to a conclusion that modem is bad. I called AT&T and they replaced the modem yesterday so I helped them for all the pain earlier agent gone through. Now the manager just talked to me who was SUPERRRRRRR RUDE!!! and even the tech tried to explain the system won’t work due to Firewall but she doesn’t want to take any initiative and said I am the higher authority and will not let me get out of the contract.

    Lady I will make sure CPI doesn’t take any penny out of my account and promise you will fight till you resolve this issue. Even your Tech mentioned people who have AT&T provider they are not installing any services….BET YA after reading this review people will not specifically AT&t PROVIDERS will think 1000 times. I just block you on my bank account and will sure fight till you DROP.

    I am contacting all the Credit Agencies as well and will sure update them before you reach out. Also mind you I WILL NOT CHANGE MY INTERNET SERVICE PROVIDER that’s what the lady wants me to do …. She knew and is aware of the service providers they should avoid….STOP TRAPPING CUSTOMERS…

    AVOID AVOID AVOID AVOID CPI PLSSSSSSSSS DON’T FALL IN CONTRACTS

    Read More
  7. User Score
    0
    September 30th, 2016 Reidsville, NC
    2 people found this review helpful!
    System never worked from the day it was installed, constant false alarms. Called them to report and customer service rep called my wife stupid (no exaggeration). Canceled the service after many calls and runaround. They were supposed to come an collect equipment but sent a salesman to persuade me to stay with a free month (remember the sytem does not work and he can’t fix it) so not a strong seeling point. Three weeks later still waiting on them to collect equipment and refund my momey.
    Read More
  8. User Score
    0
    September 22nd, 2016 Marietta, GA
    5 people found this review helpful!
    When you try and cancel service expect the run around. Called CPI because I wanted to take my service down to monitoring. Well that was still the same price so I told them to cancel my services. All reps are busy someone will call you back. Still waiting. I called again and was told by Lacosha Baker that a technician would have to come by my house to remove a recording device or be charged $450.00 dollars. I called there bluff and made an appointment for a technician to come out, of course never showed. Then I was told I would need to send in a letter to have my services canceled. I sent in a letter all right called a stop payment to my bank. Nowmy services with CPI are cancelled. And to think all they had to do was allow me to go to monitoring and they would of kept my business. They are LIARS.
    Read More
  9. User Score
    0
    September 18th, 2016 Greer, SC
    7 people found this review helpful!
    The worst sleazy company I’ve never dealt with. Stay far away from this company…. and their sales tactics.
    Read More
  10. User Score
    0
    September 17th, 2016 North Wilkesboro, NC
    3 people found this review helpful!
    After troubleshooting with 2 different CSA’s that answered the phone – the non-functioning camera which initiated my call still exists.

    The NOT ACCEPTABLE of the issue is today is 9/17/2016 and no one is available for a service call until 9/29/2016 – 13 DAYS!!! VERY POOR CUSTOMER SERVICE!!!

    I have this security system for a REASON – to PROTECT my home when I am away!!!

    I have no doubt another security system will be happy to have my business and provide the customer service I pay for and deserve!!!

    CPI is great when it works- when it doesn’t, you HAVE NOTHING and NO SUPPORT!

    Read More
  11. User Score
    0
    September 15th, 2016 Fayetteville, NC
    6 people found this review helpful!
    The sales rep told us it was a month to month contract and after less than 2 months of having the system turned on (it was installed by previous owner) we never used it. I called to cancel and their policy is 75% of remaining contract is the cancellation fee. We had 37 months of a 39 month contract left. Never realized we agreed to 39 months and it will cost $1110 to cancel. Also the policy auto renews for another 12 months at the end of your contract. You have to give them written notice of cancellation prior to 60 days from the end of your contract. 75% is a huge fee to ask them not to provide a service. These guys are crooks!
    Read More
  12. User Score
    0
    September 2nd, 2016 Riverdale, GA
    4 people found this review helpful!
    Almost next to impossible to cancel. My contract was up so I wanted to go to just monitoring and was told price was the same. Got a great offer with Ackerman so decided to cancel CPI all together. Called CPI and was told everyone was busy and they would call back. Never happened. Called the next day to cancel, again. This time was told a technician would have to come to my house to remove a recording device…ok. Set up an appointment and the technician never showed…why…nothing to remove. Just trying to make it hard for me to cancel. Long story short put a block on my bank account…now I’m cancelled. Really did it have to be that way? Stay away from CPI.
    Read More
  13. User Score
    8
    August 28th, 2016 Inman, SC
    1 people found this review helpful!
    Overall, I love the service. We’ve had billing issues since day one. We’ve made several attempts to set up auto-draft, but their billing office has had “issues” with each, with no explanation to why. We recently tried to update our thermostat and received conflicting information from 2 different Service Techs. Until we get a straight answer from management, we’re stuck with no thermostat.
    Read More
  14. User Score
    0
    August 28th, 2016 Boiling Springs, SC
    6 people found this review helpful!
    They lock u into a 5 year contract and don’t inform you of it and my system has messed up several times and they are not helpful at all just out for money not their customers I believe all of us that have had problems with CPI need to get together and get a lawsuit against them for misleading their customers and taking advantage of hard working people
    Read More
  15. User Score
    0
    August 26th, 2016
    6 people found this review helpful!
    You failed us at our business Soda Blasting NC
    Soda we cancelled all ourights services with you.
    Your trying to charge us $1800. For our contract payout.
    Your thieves!
    Read More
  16. User Score
    1
    August 3rd, 2016 Asheville, NC
    4 people found this review helpful!
    I have had CPI for almost 10 years. I had 2 businesses with them. After one moved they combined services. However they doubled the cost. Fine, I “hadn’t done the full contract”. However I called today to check and still have 4 years on the contract. So not only did they double the cost when combined they doubled the length of time. So they have been ripping me off for 4 years. Customer service is no help. They can’t understand why that is wrong and illegal. May have to get an attorney for this one. STAY AWAY
    Read More
  17. User Score
    4
    July 28th, 2016 Winston Salem, NC
    3 people found this review helpful!
    Get everything when you sign on with a promotion. Add ons are HIGH! They have a doorbell with an intercom that I really need. $200 + plus add on monthly fee. I don’t think I care about keeping people. It’s a numbers game. I have been satisfied with the customer service and all the people are nice.
    Read More
  18. User Score
    0
    July 23rd, 2016 Raleigh, NC
    6 people found this review helpful!
    Please DO NOT, DO NOT, DO NOT sign a contract with CPI….Worst company with the worst product….They do absolutely NOTHING to help you. Other companies offer FAR BETTER product and services…I regret signing up with this company and yes I will help spread the news.
    Read More
  19. User Score
    0
    July 1st, 2016 Durham, NC
    6 people found this review helpful!
    PLEASE DO NOT SIGN A CONTRACT WITH CPI SECURITY SYSTEM! FIRST, THEY HAVE THE ABSOLUTE WORST CUSTOMER SERVICE, THEY ARE EXTREMELY RUDE AND ARE ALWAYS PUTTING THINGS OFF ON POLICE FAILURE. I had a situation where when I was out of town, my cleaning crew set off the alarm. They stayed around, assuming the police would show. An hour later they finish cleaning, but no one shows. I call CPI, they tell me it is an issue with the police, not them. I call the police, per the official police report someone from CPI reported THAT THE PERSON IN MY HOME APPEARED TO BE KNOWN AND NO FOLLOW UP WAS NEEDED. I call CPI and they are ridiculously rude, essentially saying they don’t care if I’m unhappy, if I would like to cancel I can pay over a grand to get out of my contract. I really wish I read other reviews before signing up. Rest assured if you get CPI and have a break in, you should call the police yourself.
    Read More
  20. User Score
    0
    June 27th, 2016 Fort Collins, CO
    8 people found this review helpful!
    We were told it was a 2 year contract. My wife signed it and then months later we were told it was a 5 year contract. Customer services is a joke. When you call them it is obvious that you are bothering them. Go with anyone else but this company. All the great reviews must be the employees writing in.
    Read More

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Our Score
5.8
User Score
1.7
Rank this Company

Ratings Breakdown

Price

Monthly payment
Undisclosed

Up-Front Costs

Activation, Install & Equipment
$99-$299

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
Undisclosed

Cancellation Policy

Can you cancel contract?
Fees may apply

Time in Business

Total # of years
1991

A+

Customer Support

Good, Bad, Limited
Limited

SDM Rank

Top 100 Company Rank
19

Number of Reviews

User reviews here on BHSC
103
Our Score
7.8
User Score
8.6
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$43.49

Up-Front Costs

Activation, Install & Equipment
$35

Technology & Equip.

10/10 = BEST
5/10

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Fees May Apply

Time in Business

Total # of years
1992

A

Customer Support

Good, Bad, Limited
Good

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
1,556