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#51
CPISecurity_Logo

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
187

This Review is maintained by Chase Sagum

Review Last Updated: June 5, 2018

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

8.0
$19.99-$42.99
$0

#2

7.3
$34.99
$99

#3

3.3
29.99-59.95
$99

#51
CPISecurity_Logo

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 the 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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187 CPI Security Reviews

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  1. User Score
    0
    June 1st, 2018 Cary, NC
    0 people found this review helpful!
    I called to discontinue my service and the customer service person I spoke to never responded to my emails in regard to picking up the equipment. As a result I had to pay for another month of non-existent monitoring and I suspect that it was done ON PURPOSE!!
    Read More
  2. User Score
    0
    June 1st, 2018 Greenville, NC
    0 people found this review helpful!
    2014: The sales team makes promises that you find out at the install that are not being done. Only way I still got it done was because I had printed out the entire chat conversation I had with the salesman to prove what I had been promised. PRINT OUT ANYTHING THEY SEND YOU.

    2018: Agreed to renew my contract for getting a smart front door lock installed at no charge. I signed agreement filled out by the technician and kept my copy. CPI wants to change the terms even though their agent prepared the agreement and I signed it. If I wanted to change the terms, CPI would darn well expect me to honor it.

    Read More
  3. User Score
    9
    May 24th, 2018 Charlotte, NC
    1 people found this review helpful!
    Door bell cameras are not ready for use….lots of trouble with ours.
    Read More
  4. User Score
    0
    May 21st, 2018 Fairfax, VA
    0 people found this review helpful!
    I haven’t requested service from CPI but nonetheless I receive email updates when one of their customers arms or disarms their system. Obviously someone requested service but mistakenly gave my email address. I have spoken to customer service several times explaining the situation and requesting that my email be removed. Despite assurances that they would take care of the situation, there has been no change.

    This is an obvious red flag for any security-focused company to provide unsolicited information about a customer’s coming and going to a third party. But CPI is obviously not concerned.

    Read More
  5. User Score
    10
    May 9th, 2018 Monroe, NC
    2 people found this review helpful!
    They installed my system shortly after I called them. The work was done on Christmas Eve Day. The installer had a problem getting the outdoor camera to talk to my network. He stayed late to work on it until he got it right. I had a problem after that with the outdoor camera and they came out and installed their own WiFi router which solved the problem, all at no charge!

    Recently I locked myself out of the house and never wanted that to happen again. I called CPI about installing an electronic lock on the front door. The price to install it was only a little more than the price of the lock so we set it up for the very next day. The installer not only installed the lock but also did a complete check of the security system, replacing the battery in one of the sensors. I’m very happy with CPI Security!

    Read More
  6. User Score
    1
    May 8th, 2018 Waynesville, NC
    2 people found this review helpful!
    I had my sysstem installed 2 weeks ago on April 24, 2018. The technician while placing a camera in my foyer punctured the pipe that goes to my washer on the second floor (accidents happen). Water ran down my walls for approximately 3-5 mins. This kind of situation apparently hasn’t happened before because no one knew who to call. Finally, Quality Control (the person who inspects that system was installed properly) he called Serve Pro to dry the walls and attempt to dry my hardwood floors & Rotor Rooter to stop the leak. Since then, that was 2 weeks ago today I haven’t had any success in getting repairs done to my house. Serve Pro ripped my baseboards, sheet rock in the garage to dry the inside of my house. Rotor Rooter cut a whole in my foyer to stop leak and my house has been like this for two weeks. CPI requires 3 estimates
    to initiate repairs, they are yet to schedule my first visit from one of their contractors. Serve Pro ask his contractor for an estimate and we received within 3 days. $18,000 and CPI refuse to pay that much to rplace my floors (the hardwood floors in my house are discontinued, so CPI can’t JUST replaced the 6X20 area THEY damaged, they have to replace the whole floor). They have me jumping through hoops to get my house fixed, while I have mold growing under my hardwood floors. The system itself is great, prompt response, and cameras are awesome, but I would have rather stayed with ADT than to have my house in shambles right now. Yes, I regret switching companies. If you get CPI & your installation goes flawless, your golden. God forbid something goes wrong, CPI will nickel and dime their way out of it. All I asked for to my house to be restored to the way it was before they walked in and two weeks later nothing. I read their contract, if there system burns your house down, their only liable for a small amount. The alarm system great, customer service and everything else that goes with it really not worth the hassel.
    Read More
  7. User Score
    0
    April 22nd, 2018 Lancaster, SC
    0 people found this review helpful!
    Contact time is never discussed. When asked about the contact length the technician is trained to switch topics. If you get transferred they have that covered as well, you are required to buy out the contract at 75% of remaining months. They appear to be an honest company; however, they take advantage of customers. If you live in the Charlotte area consider another company or buy an off the shelf system. They seem more reliable and offer better notification. I am truly disappointed.
    Read More
  8. User Score
    0
    April 18th, 2018
    1 people found this review helpful!
    Beware! This is a garbage company! They quoted me a lot of things over the phone convinced me to run my credit and even pay for the first month ahead of time. Before installation I find out that a bunch of the stuff that was promised over the phone was not true or had hidden fees and were extra. I told them that I was not interested anymore and decided to go with someone else. I asked for them to process my refund for the 59.99. I was told they’d do it right away. A week goes by and I’m continuously getting phone calls from them to change my mind but no refund. I call again and they tell me my refund is being processed and to wait another week. I wait another week and call and then find out that my refund was never processed and instead was given directly to the salesman. I spoke to that sales specialist specifically and told him I didn’t want the service and that I was lied to. I ended up just getting USAA to dispute the transaction and FORCE them to refund me my money. People that do business like this make me sick. I’m thankful to God I decided not to go with you guys and get stuck. Just fair warning to anyone looking at this company.
    Read More
  9. User Score
    9
    April 4th, 2018
    0 people found this review helpful!
    shane b. was very kind and considerate very professional technician even though he didnt get my problem completely fixed he stayed way passed hours to make sure i felt safe with my cameras that i was having problems with.
    He also got me an appointment set up the very next day to meet up with cable provider that their services was causing the problems
    Read More
  10. User Score
    1
    March 26th, 2018 Mccormick, SC
    1 people found this review helpful!
    Bait and switch. Quoted monthly price and features that were totally inaccurate. First monthly bill was 45% higher than what was quoted. Install was supposed to be simple and quick, as we already had an ADT system that the CPI salesman told us was perfectly compatible. Lie!! Took 10 hours to install, then didn’t work correctly. Many calls later, we have a jerry-rigged system that is costing $95/mo. Stay away.
    Read More
  11. User Score
    1
    March 17th, 2018 London, KY
    1 people found this review helpful!
    We have been with CPI for a couple of years now. We just sold our home and had to move to a rental until the build of the new home is complete. They wanted to charge us 430 dollars to install the new system, AND pay the same amount a month for LESS security. Spoke with customer service they were NO HELP!! Getting out of our contract was going to cost 1200 dollars! It makes no sense for me to pay the same amount a month for 3 door contacts!! No windows were being covered, no glass shatter, JUST 3 door contacts and 430 for them to install. I was trying to transfer my service and KEEP my service but I was being charged 430 to do so. Spoke with 2 diff supervisors at customer care and all we kept getting is. Getting out of your contract is not an option, getting window contacts is not an option, paying less a month for less security we were getting IS NOT AN OPTION! Not sure why they call them customer service…..THEY DID NOT HELP THEIR CUSTOMER AT ALL!! Beware of these contracts and how STUCK you are when dealing with CPI!! I’ve read all of the other reviews some with similar situations. Do not respond to this review with saying “someone from our customer care will reach out” don’t bother with that, the 3 we spoke with today didn’t help, why would any other customer care rep be able to!!!
    Read More
  12. User Score
    4
    February 22nd, 2018
    3 people found this review helpful!
    I been with this Company for many years . I call today 2-22-2017 to ask about the HD DOOR BELL CAMERA , And to have a camera move from my front door and to install the door bell.and was quote a Price $200.00 and some change for the door bell camera. And i ask could they move the camera from my front door if i get the door bell camera because i wouldn’t need both. Well Supervisor said i would have to pay listen at this $75.00 a hour. (not) ! So he going to be here at my house anyway and it don’t take that long to move a camera and they want $75.00 a hr. the door bell camera you can get one a walmart , best buy for $130.00 plus.
    Read More
  13. User Score
    1
    February 22nd, 2018 Charlotte, NC
    1 people found this review helpful!
    We cancelled the service after seven years and were owed a refund for five months prepayment. We were told a check would be processed in 3-5 days and mailed. (by two different people). When no refund can after two weeks, I called to follow up and was told they only process checks once a month and my check had just been processed that day and to give up to one week for it to arrive. I waited one more week, no check and called again and was told check had not been processed and was given some story about our account had been canceled (along with bank info) so they had no way to process refund. (Total BS, they never had my bank info to begin with, and this had nothing to do with them mailing me a check). Later in the same conversation the person told me they had me in queue for processing in 48 hours. I requested to speak to a supervisor several times and finally was told to expect a call within 30 minutes. I am still waiting. I was clearly lied to by at least three different people. This is the service I get after sending them checks for the past sever years???!! Oh, by the way, they also said they require two months notice to cancel, even though we are not under contract, so that was being deducted from our refund!
    Read More
  14. User Score
    9
    February 11th, 2018 Cornelius, NC
    0 people found this review helpful!
    I had two outdoor video cameras moved on my property last week. Brandon H. did an excellent job and I am extremely pleased. He is professional, polite, and intelligent which helps him know the job correctly! He is also very neat and cleans up any mess. I actually requested Brandon for this job because he has worked at my property in the past. CPI installed the initial security system in our house and has been very good at servicing and urgrading it for 19 years.
    Mary B.
    Read More
  15. User Score
    2
    February 11th, 2018 Charlotte, NC
    5 people found this review helpful!
    CPI has the worst customer service been subject to. The only employee there is Mary Beth who can answer your questions and do so with any form of courtesy.
    I was double drafted for my monthly payment and I was told that there was no one in billing that could help me. After 4 phone calls I got Mary Beth on the phone and she took care of the problem with no trouble. The people that answer your phones are rude and told me lies.
    Terrible!!! If I had another choice I would get rid of CPI.
    Read More
  16. User Score
    1
    February 5th, 2018 Raleigh, NC
    2 people found this review helpful!
    I have been having so many issues with my account and every time I call, a different Customer Services representative tells me something different!
    Read More
  17. User Score
    0
    January 17th, 2018 Sanford, NC
    3 people found this review helpful!
    I have been a customer of CPI for well over ten years. I had a system in both my home and business. They were supposed to install fire/smoke detectors in both systems. After a fire next door to my business within the same building recently I found that there was zero fire or smoke sensors. After a number of calls and nonsense excuses about how that would cost me thousands of dollars to have a commercial smoke system installed I cut the cord on both systems. Not one time did any manager with a solution call me. They are well versed in making harassing collection calls and being children about providing services and products I was supposed to have installed and was paying for but in the end their systems were like customer service at CPI, not there.
    Read More
  18. User Score
    1
    January 2nd, 2018 Lancaster, SC
    4 people found this review helpful!
    We switched to CPI after terrible customer service with ADT. CPI advertised all this “free” stuff (Door sensors, motion detectors, etc.). when the installer came, he used all the old stuff that had been in the house for 18 years. We asked for a second keypad for the upstairs bedroom and got, what amounted to a “calculator face” keypad. We couldn’t tell what door or window had been opened. We asked for the same keypad as the main one. They said sure, no problem, only $199 more. When it was installed, it didn’t include the 2 way speaker. So now if there is a break in or some other issue, we get to run downstairs to the speaker.

    We are also stuck with this system for 3 years but you can bet we won’t be a customer after that. This company seems to be good at promising and bad at delivering. We went from an excited new customer to a “can’t wait till it’s over” customer in a matter of a week.

    BEWARE

    Read More
  19. User Score
    0
    January 1st, 2018
    13 people found this review helpful!
    We signed up a few weeks ago for the package that includes the doorbell camera. We set it up to send notifications when motion is detected, and we receive notifications every single time a car drives by the road in front of our home, even on the lowest setting.

    We wanted motion activated because a lot of packages have been reported stolen in our neighborhood from people’s front porches. This was actually the very reason why we switced to CPI. We were told by CPI that they can’t do anything to fix this, as the tech is new, and they are still trying to figure out how to make it work properly. We decided to cancel on day 3 of our service, as CPI gives 3 days to cancel. Day 3 was on a Sunday, and we got no answer when calling so we left a message, and didn’t get a return call until the next day when we were told that we were past our 3 day period to cancel, and because we didn’t mention cancelling our service in the message that they couldn’t honor us having left a message.

    We have asked to speak with a manager multiple times on multiple days, and are always told that all the managers are in a meeting. On one occation we were told they would transfer us to a manager, and we were on hold for 40 minutes before we gave up on waiting, and called back only to be told again that the managers were in a meeting.

    Finally, only 2 weeks into our service we received notification that we had reached our max of 1,000 videos for the motion camera for the month. Note that this was not a storage issue, but that they only allow you for up to 1,000 per month, which was not something we were told ahead of time. Keep in mind that the only reason we reached 1,000 is because it records every single time a car drives past our house, and CPI themselves have said they can’t fix this. So now we have to hope that nothing happens at our home in the next 2 weeks where a video recording from our camera would have helped identify someone because we’ve reached our limit.

    I can’t believe we’re stuck with this company for 3 years. If you want a company where you don’t get what you were promised, where the technology doesn’t work as advertised, and where the people in charge are “in meetings” 24/7 then this is the company for you.

    Read More
  20. User Score
    0
    December 31st, 2017 Myrtle Beach, SC
    3 people found this review helpful!
    We signed up a few weeks ago for the package that includes the doorbell camera. We set it up to send notifications when motion is detected, and we receive notifications every single time a car drives by the road in front of our home, even on the lowest setting.

    We wanted motion activated because a lot of packages have been reported stolen in our neighborhood from people’s front porches. This was actually the very reason why we switced to CPI. We were told by CPI that they can’t do anything to fix this, as the tech is new, and they are still trying to figure out how to make it work properly. We decided to cancel on day 3 of our service, as CPI gives 3 days to cancel. Day 3 was on a Sunday, and we got no answer when calling so we left a message, and didn’t get a return call until the next day when we were told that we were past our 3 day period to cancel, and because we didn’t mention cancelling our service in the message that they couldn’t honor us having left a message.

    We have asked to speak with a manager multiple times on multiple days, and are always told that all the managers are in a meeting. On one occation we were told they would transfer us to a manager, and we were on hold for 40 minutes before we gave up on waiting, and called back only to be told again that the managers were in a meeting.

    Finally, only 2 weeks into our service we received notification that we had reached our max of 1,000 videos for the motion camera for the month. Note that this was not a storage issue, but that they only allow you for up to 1,000 per month, which was not something we were told ahead of time. Keep in mind that the only reason we reached 1,000 is because it records every single time a car drives past our house, and CPI themselves have said they can’t fix this. So now we have to hope that nothing happens at our home in the next 2 weeks where a video recording from our camera would have helped identify someone because we’ve reached our limit.

    I can’t believe we’re stuck with this company for 3 years. If you want a company where you don’t get what you were promised, where the technology doesn’t work as advertised, and where the people in charge are “in meetings” 24/7 then this is the company for you.

    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
187
Our Score
9.0
User Score
8.0
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
2,172