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#50
cpi-130x130

CPI Security

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
5.1
User Score
2.2

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Our Score
5.1
User Score
2.2
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
142

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

8.4
$19.99-$42.99
$0

#2

8.0
$34.99
$99

#3

6.2
$34.95-49.95
$99

#50
cpi-130x130

2.2
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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142 CPI Security Reviews

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  1. 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
  2. User Score
    2
    June 23rd, 2017 New York, NY
    0 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
  3. User Score
    3
    June 22nd, 2017
    0 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
  4. User Score
    0
    June 20th, 2017 Las Vegas, NV
    0 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
  5. 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
  6. User Score
    4
    June 17th, 2017 Smithfield, NC
    0 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
  7. User Score
    0
    June 14th, 2017 Charlotte, NC
    0 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
  8. User Score
    2
    June 9th, 2017
    0 people found this review helpful!
    I have used this company for the last 18 years, Customer service is great . The Response is fast and the system works great. I love CPI I feel safe knowing that they are there if I need them 24/7.
    Read More
  9. User Score
    0
    June 9th, 2017
    0 people found this review helpful!
    After being a customer for over 10 years and now moving, cancelled monthly service via written email and was accepted by CPI via email response and also withdrew my permission for any further automatic debits to my checking account for monthly payment.

    Service paid in full through May 2017 and service cancelled as of May 31, 2017.
    On June 1, 2017 they debited my checking account. Called and explained that service had been cancelled and the charge was their error and they apologized and said a credit would be issued. It is now 10 days and still have not received my due credit.

    The customer service of CPI is poor and would not recommend them, definitely not by giving them your financial information. FYI NEVER use your bank debit card for any monthly transactions. Use only a CREDIT CARD. Much easier to dispute fraud charges.

    Read More
  10. User Score
    5
    June 4th, 2017 Vale, NC
    0 people found this review helpful!
    $99 for a replaceent medical pendant is ridiculous. Other companies charge 14.99’for these. Why rip off people who need medical pendants.
    Read More
  11. User Score
    0
    June 2nd, 2017 Elk Grove Village, IL
    1 people found this review helpful!
    I will simply leave behind the last message I have sent to CPI.

    I called to cancel my account on April 18th. Your associate assured me he would expedite the paperwork, and then arrange to have a technician come and deactivate my system. The technician came and deactivated my equipment , but no paperwork (the bill with the remaining 75% of my 5 months of contract) ever came. On May 1st I was (fraudulently) charged for another months payment. May 25th, 5 weeks later, I called and was told the paperwork still wasn’t sent out, but the associate would send an email to the person who worked and his manager. Still never received any paperwork. On June 1st I was fraudulently charged for another months payment. I called again, and was told the employee i worked with was on the phone and the lady i was speaking to couldnt help me, that he would call me back. 2 hours later he still hadnt called. I called again, spoke with ‘Jevon’. Jevon said that he would take care of everything, email me immediately so i had his direct contact information if I had any questions. I never received an email.

    Refund me for May and Junes payments, remove my bank account from your system, and send me my proper bill immediately.

    This is absolutely ridiculous, I had fully intended to use your services when I moved into my new place in 12 months, I had clearly stated in my reason for cancellation that I was pinching pennies in these next months to get ready for a move…that was the only reason I was cancelling. You certainly lost a customer in me, and in every person I work with, or spend time with. I completely understand why you have the poor reputation that you do.

    Read More
  12. User Score
    0
    May 30th, 2017 Anderson, SC
    0 people found this review helpful!
    The doorbell camera fails more than it works. Then when they want to send a tech out they flat refuse to send a tech in the hours where someone can be home. What I mean about that is that is most people have to work and getting off work to have a system looked at can be difficult for some people and CPI will not come out after 5 PM. They also sent out a tech to repair a door lock that over time did not want to lock and the tech removed a part that was installed by CPI on the first installation and said it was packing material that was supposed to be removed when installed. ( really? ) Then to top it off he took an over sized drill bit and damaged my door frame thus also causing damage to the metal part that was originally installed by them. ( very poor professional service ).
    Read More
  13. User Score
    10
    May 22nd, 2017 Charlotte, NC
    0 people found this review helpful!
    Have been using CPI for close to a decade. We used to have ADT, but CPI has a better product because we get instant two-way communication without having to go to the telephone. . Our system has also worked flawlessly and customer service is outstanding .
    Read More
  14. User Score
    0
    May 19th, 2017
    0 people found this review helpful!
    Stay away!!!

    My boyfriend moved in with me and wanted to transfer his services that he had with CPI. They said they would. however, they failed to tell him that they would be starting a brand new account, under my name. Really? Of course they did that, because they wanted another new contract under their belt. I told them I did not want a contract with them, and if they couldn’t just continue my boyfriend’s contract, we no longer wanted their services. That is when all the issues began!!

    They started calling me to say “we are coming to set up the system, blah blah blah”, and they texted me as well, even after I told them NO! I called them several times to have them stop this and even told them to put my number and address on the “do not contact” list, but it still kept happening! The salesperson, Lindsey, is awful!!

    Then, my boyfriend told them numerous times that he had moved out of his house, and to discontinue all services, which they did not!! They continued to bill him as Lindsey failed to tell him they needed something in writing to disconnect. So, he has now submitted it in writing twice via email, and has called to make sure they stop services, but no one will respond to him.

    We will now be reporting them to the Better Business Bureau for their illegal practices and whatever other entities we can report them to.

    Stay away from this horrible, un-reputable company!! Just like the previous Yelp review stated, they are thieves!!

    Read More
  15. User Score
    10
    May 16th, 2017 Knoxville, TN
    0 people found this review helpful!
    We just moved into a new home and wanted a security system. After comparing a couple of companies we contacted CPI. They were upfront and direct about what we would receive free and what the extras were they had to offer
    The rate was comparable ….however, we got more for our money with CPI The original contact and the installer were both friendly, polite and very professional. Showed us how everything works, answered all questions and left numbers to reach them if needed. Definitely made the right choice with CPI. Thank you Shawon and Daniel!!!
    Read More
  16. User Score
    10
    May 8th, 2017 Saint Stephen, SC
    1 people found this review helpful!
    After a break-in at the church, our board decided to have a security system installed. After viewing other deals, We contacted CPI and decided to have them install a system. Our representative, Sandra, from the North Charleston office, was very knowledgeable and helpful. She steered us toward the cameras, sensors, etc. that was good for our church. I especially like the fact that the cloud exists to capture information, if the recorder is stolen. The installation was quick and took place within the stated time frame. Overall, the experience so far has been excellent.
    Read More
  17. User Score
    0
    May 2nd, 2017 Durham, NC
    0 people found this review helpful!
    Good service until we cancelled. CPI has still not sent a refund for remaining balance from the time we cancelled. Cancelled in early March, we have not rec’d refund as of May 2. We contacted them several times, they said it is being processed – that was in mid-April.
    Read More
  18. User Score
    0
    May 2nd, 2017
    0 people found this review helpful!
    Nothing works; not the camera, garage door openers, sensors, and I call them and they say
    if I pay them $90. they will schedule a repair man to come and look.

    They also spam my email by constantly notifying me constantly that something is NOT working and said it is my responsibility to maintain the system…such as batteries for door sensors or openers.
    What a joke.
    I stopped payment on them starting May 5, 2017 (in three days) ; will keep you posted as to how this turns out since they told me I can’t cancel for eight months…

    Read More
  19. User Score
    0
    April 30th, 2017
    3 people found this review helpful!
    To start the contract is 5 years long and its so small on the paper you sign that it should be illegal. The rep who came to my home told me no contract. Then once I tried to cancel. I was charged over $1500 for the contract which is now going on my credit. They won’t even come get this equipment out my home. Worst mistake I ever made. The rep came the same day as my cable company kept giving all these reasons why they were better. ALL LIES. I should have went with my cable company from day one.
    Read More
  20. User Score
    5
    April 26th, 2017 Charlotte, NC
    1 people found this review helpful!
    The quality of your service was great and I will recommend cpi to friends and family.The installer showed up on time.He explained everything clearly. I am very pleased with my new system.
    Thank you
    Mr. Duie
    Read More

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Our Score
5.1
User Score
2.2
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
142
Our Score
9.0
User Score
8.4
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
1,949