CPI Security

We own our home and live in a rural area in South Carolina with good cell phone coverage. We’ve been very satisfied with both the customer service and professionalism of the install technician. Due to the poor Internet download speeds available, our technician informed that video camera monitoring was not recommended and that reduced our monthly monitoring costs. The walking inspection of our home and basement generated suggestions (no hard sell) for gas/smoke/fire sensors and a few more “smash” sensors. All new customer installation and contract period terms were explained. I liked the wireless communication system and user friendly sensor panels and easy to follow instructions. I’ve had monitored security systems in Hawaii and Washington D.C. and CPI Security has been more upfront with disclosing costs and contract terms. So far, I’ve been satisfied with their home security monitoring.

I have been with CPI for 5 years. I read all the contract information and decided to go with them. I have seen no hiding of fees, etc. People should read the contract. I have paid nothing for my system other than the monthly monitoring charge. They have always been courteous to me. I have referred CPI to 3 of my neighbors and they have been well satisfied with the service CPI provides. I am concerned that the scores are not higher.

I recently moved to North Carolina and wished to safeguard my home and my dog, Juliet. Randall was my sales associate and Terry was my tech. Both gentlemen were exactly that, gentlemen who conducted themselves professionally and yet were kind as well. Terry spent extra time to be certain I was well taken care of and understood my responsibilities. I am grateful for both gentlemen! I am most happy with my choice at this time.

I just moved into a location here in Moncks corner and we decided to put in a security system we talk to a couple of different companies and the most responsive with the best deal was CPI. so we chose them the tech was very nice sales rep was wonderful well done well installed looks like it’s been there forever thank you CPI.

Wonderful to work with ! Very transparent with us in costs and monitoring . Any problems, which are virtually none, they are quick to come and repair or replace ! Very cordial phone personnel, who are well trained and versed in helping by phone! Local repair personnel if needed ! I have their personal phone number !

We just got cpi and I read the contract also. But I brought that to there attention and I have on record saying that it's only until the equipment is paid for then it's month to month. Because I was not signing a 5 year's contact or did I. It's even on our paperwork that when equipment is paid for its month to month. Hope this helps ppl. But so far it's been great. The sellers are rude. But the tech that came to our home was Adam and he was wonderful. But we didn't sign no contract they tried before he arrived but I said no. And that's what we did. The equipment works great.

The way they started out years ago was good. Their response to alarms is quick. The technicians have lost their skills and their response to clients is poor. Cancelling has been such a time consumer- they do not do maintainence on their equipment! they ask you to- you can not reach them for service ever without unreasonable periods of waiting, they are dishonest about helping you to cancel as they give you no direct way to do that- they make you hold for hours to request a form they need you to sign and send back. The reason you cant download the form off their online account with you?- why because it isnt available on their app.???!!! Ha- so funny. Make it unavailable says it all. Total consumer abusers. Also they are over priced for such lack of service and instead of keeping competitive in the market they abusively wait till you request to end service and then come up with their best rate.

We have had the system now for over a year and cannot wait for the contract period to end so we can get rid of them. they are the WORST! First off, they installed an old style (UGLY) control panel in spite of our protesting that we wanted the newer style (which my daughter had installed at the same time as we had ours installed). In spite of repeated request to replace it we have always been refused until today when they said it would be an additional $300! Second, we have had a continuous problem with sensors going bad, malfunctioning and going off in the middle of the night for no reason. Techs have been to our home a half dozen times over the past year replacing them. Third, we have a ;Smart Home; and CPI's system is NOT Smart Home friendly unless you buy all their equipment which costs thousands. I wish I had never heard of them and the end of the contract period cannot come soon enough for me. YOU SHOULD NOT BUY their service IMO.

I've been with CPI for 7 yrs now. Techs are very friendly and helpful and provide excellent service in person. I concur with the review about undisclosed fees...they are not open about them. I moved my service and had to pay more than I felt was reasonable. I like their usage of Alarm.com's hardware intregrated into the InTouch system. It's really easy to install but tech support will swear that they are the only one's that can install the equipment and all of it must be purchased from them or it will not work. I don't like being lied to so they can charge me installation fees and overcharge for the equipment. Ebay sells all their products at a fraction of the cost. Service other than that is good but lying to me is what pulls my score down to average.

I've had CPI for approximately two years now. Couldn't be more pleased with the service and comfort of knowing that my home is protected. Love the Intouch connections where I can monitor my house from anywhere in the world.

I really like CPI except for customer service I am out of state I have a problem with my system I used the automated phone system after I entered the correct prompt I was told that they would call me on Apx 13 minutes the next time they said 20 minutes the next time they said 30 minutes still no call from a technician this would not concern me too much if I wasn’t so far away however I am hours away. I am seriously thinking about finding a different alarm company when I get back home. What good are you if you won’t respond when you are needed. This is not the first time

Their smoke detectors are cheap. I’ve had their service since the summer and am on my second smoke detector. It goes off for no reason and this has happened several times. My hard wired detectors never go off! Fortunately I’ve been home when the equipment has malfunctioned or I’d be stuck paying a service fee to the county for false alarms. I’m told by the tech that it’s probably due to dust. Really? Dust! Can’t you get a better product. Not sure what I’m going to do if this continues. Not happy.

Had the utmost respect for CPI prior to this year. That said, several months ago I was present at an associate's residence while one of their Techs were installing additional equipment. Associate was on a month-to-month contract for approximately 3 yrs at the time. The additional equipment was added with the option to pay in full at any time and the month-to-month contract was still in force. Immediately afterwards CPI forwarded a 3/5 yr contract to be signed via DocuSign which was never signed by my associate. Now CPI is subtly trying to enforce a bogus contract that was never even signed/accepted. They're also sending harassing emails/phone calls. The bogus/alleged contract sent by CPI is verifiably one sided and unconscionable on its face which is deemed unenforceable under the law and should never have been forwarded in the first place due to the initial month to month contract. In any event, CPI is still taking payments out of associate's account and refuses full payment for the additional equipment installed while threatening to report to the credit bureaus if monthly payments are not made and this should not be....

I had a security alarm system installed in my home and the two installers entered my son’s closet and stole money from his bank. My son had over $500 in his jar and all they left was a 5 $1 bills and the change. When I noticed the money was missing my sister confronted the gentlemen and asked why was they in the closet and responded by saying they where looking for the attic. First and foremost they already knew where the attic was because the asked and I told them. Once my sister brought this to their attention the men’s demeanor changed. I know one of them took the money because no one else was there and I have been saving this money for him that was given to him from me and different family member since he was an infant. It breaks my heart to know that someone could not only from another person but a child!! They are very lucky that I my sister refrained from putting her hands on them. Not to mention besides the theft they didn’t even install the door cam correctly because you can not hear it when it is rung. I would recommend anyone doing business with this company.

Called to have my alarm system serviced because I continuously received theses low battery notifications. I had to leave my job early because their times of service are only Monday- Friday til 4:30 pm. I asked to be the last person but because the tech was in the area he came at 2:00 as opposed to a later time. After the tech left approximately 2 hours after I am having the same issues and of course CPI can’t offer me any solutions except to say I can send you batteries in the mail for you to install the problem with that is that it takes me at least a month for me to get my mail. I’m extremely disappointed in the way I’ve been treated by this company. I’ve used them since 2013 and now I’m actively looking for another security company.

My office was broken into at around 1:00 am on November 16. The thief broke my window and stole my computer monitors and damaged other computer equipment. I never got a call from CPI about the break in. I found out the next morning when checking my Ring flood lights which showed activity around 3:00 am, which is when law enforcement got there. Because I never got a call from CPI at my office or my cell, my office remained open and unlocked when law enforcement left. I called CPI later that day when my office opened at 9 am. It took until 1:30 to get someone on the line. I would hold for about an hour and then the phone would hang up. I would leave a return call number and never get a call back. When I got this service, I was asked information about my regular hours so that they could personalize the service and be more aware of suspicious activity in off hours because I don't live there. When I got someone on the phone, I was told that they could not know if I was at the office or not at 1 am on Sunday morning, so the decision was made to use a 2 ways intercom system to determine if I was in distress. So unless I am physically at my office when something happens, I will not get any contact from CPI that I actually receive. I asked why I did not get a call to my office and cell phone to make sure that I was not in the distress that caused their office to call 911 (and I am not convinced that the neighbor who said they called the police did not in fact call the police). Absolutely no follow up to even be sure the police came, if I was okay, etc. This is the purpose of security monitoring. I use Spectrum business for phone service and print out a log of all incoming and outgoing calls for the time and no calls from CPI. I use ATT for cellphone service, and there are no missed calls or voicemails on my Iphone. I was told there would be an investigation, but I am not sure what that means. Today is Monday November 23, 2020 at about 9:12 am. I have been on hold with CPI for the past hour waiting for a representative, despite being told that my hold time was "approximately 4 minutes". Because the window at my office was broken, I have to order the glass and I am ordering bars for the windows, which have not come in yet. On Saturday, someone tried to enter my office by removing the wooden board that covers the broken window. The alarm went off apparently, and I was notified I got a call about my alarm going off. But this call did not come from CPI and their office has yet to follow up on an alarm going off at a business on a Saturday which is not a standard time. While I realize that I can go to my office at any time, what is the point of asking for personal information to "personalize" my experience? The thief managed to disable the wall panel to shut off the alarm without CPI being any the wiser. A caller had time to call me and let me know that my alarm was going off, and I had time to get to my office and CPI has yet to make any calls about this issue. Needless to say, I am switching companies and just need to speak with CPI about where to send their equipment. Still on hold. Two break-ins in 1 week and not a single call from CPI about it. But they did respond to my calls to let them know that I am canceling my service and getting another security system to protect my business. I don't want to have to move into my office to communicate with CPI through their 2 way intercom system if someone breaks in again. My call dropped at the 1 hour mark and I am calling again. For this second call my hold time is approximately 31 minutes despite my choosing the option that I am responding to an alarm.

I was constantly having problems with my system! I did not live at the CPI MONITORED address full time. I was constantly getting notifications that my system had failed not to mention the false alarms! Numerous times I had to pay someone to go to my residence and wait for a technician after days of no protection! I notified them that I was cancelling my contract and going to a more reputable company, which I did! Now they want over $500.00 cancelation fees! See you in court!!! PS, Tried to work out a mutual agreement but the representative was very rude and hung the phone up on me! STAY AWAY! My brother and numerous friends are canceling their service when their contact runs out! BEWARE, LOOK ELSEWHERE!!!!

Research CPI WELL! Their OWN Website shows nearly (5) FIVE Stars. BUT, Check Google Reviews, Yelp, This one and others where CPI cannot Manipulate the Reviews vis a vis their Company Website! Having purchased TWO Systems simultaneously 5 Years ago - One for my Home and One for a Commercial Building I own, my Experience has been horrible!!! I don't have the time to list all the problems nor would you take the time to read them but I'll mention just a Few! On my Home, it took FOUR (4) Visits and (3) THREE Technicians to get our System up - and unbeknownst to my Wife and Me STILL incorrectly and incompletely installed. I had foolishly Signed TWO (5) Five Year Contracts and was "Locked In" short of taking Legal Action. Unfortunately due to Five Serious Surgeries/Procedures, I was physically and mentally unable to get involved in Litigation! Today is February 21, 2019. I have advised them MULTIPLE Times to NOT Auto Renew my Service on the Contract Expiration Date of April, 25, 2019! TODAY, I received a call from them regarding my Monthly Payment. (I received their Invoice THREE Days ago and my Wife was actually writing the Check as they Called!) I had changed to demanding a Monthly Paper Bill (6) Six Months ago when my CC on File expired as I had been advised they would "Auto Renew" if We forgot to notify of Non-Renewal before the Expiration Date of our Contract. BUT, they could NOT put a note in their System more than 30 Days prior to contract Expiration - YOU ARE ENTIRELY RESPONSIBLE FOR KEEPING UP WITH THE "Thirty Day Rule"!!! See why I went to demanding a Monthly Paper Bill? Regarding the Commercial Building? Salesman Blatantly Lied! I was Closing a Business and turning Building into a "Multi-Tenant" Business complex. He said they could "Partition" the System so all 3 or 4 Businesses could use the same System and I could actually split/share the cost. AFTER Installation, He called and advised his Customer Service V.P. said they could NOT do that due to "Liability Reasons"! Of course, what He actually wanted was 2 - 3 more Clients paying Individually. I understand that - EXCEPT, they lied and then reneged! Once again I was constrained from fighting with them for Health Reasons! So they got about $6 Grand from Me for Horrible Service! Enjoy it! As of Next Month, they will never get another Dime! I have many, many more examples of their incompetence but I'll stop here with this and the 1 Star. Sincerely regret I can't give Zero Stars!

10 minutes before service tech arrived, CPI called and wanted a copy of Deed, a current credit report and finally a copy of the insurance deck page for current coverage. They wanted all of this before a system could be installed and I was not aware they needed this until 10 minutes before a tech arrived as I had already paid for all the equipment upfront. Said they had to send all of this to their "underwriters" for approval and my response to them was that I was not buying a house or even a car as I did not feel all of this was warranted. Needless to say I cancelled and requested my funds back for the equipment. 2 days later I received a text offering a "free camera and door bell". I would never recommend this company to anybody!!!

I have been with CPI for about 18 years and was overall happy with them until I moved. I needed a credit check and hardware restrictions became a headache. I started bypassing their system with my own cameras because theirs would drop out often. I filed complaints with their office. They have a major penalty if you leave. Wish I had shopped around before picking these guys.

We have lived in our new home for over 7 mo. The previous owners had cpi installed throughout the home. We considered setting up service but havent had a chance to do that yet. After a power outtage, the units started alarming and cpi refused to provide code to turn off or send out a technician even though we can provide the deed to our home and we are listed as the owners on public property records. They claim the old owners are paying for service in our home. Complete idiocy. I would never use such an incompentent company. Very glad to have discovered this prior to choosing them.

Impossible to reach anyone on the 24 hour line. Having issues with the fire alarm for five days now . No response to calls or emails. Forced to listen to the fire alarm beep day and night and the keypad beep intermittently during the day. Attempted to change the batteries myself which set the alarm off due to tampering. Unable to put unit into test mode so I can change the batteries without cpi’s help.

* Very friendly field representatives and technicians * horrendous customer service (telephone waits times are close to an hour regardless of the issue -- 72 minutes to reach a rep to cancel an appointment AND 12 days to get an over worked technician to the house to repair a malfunctioning system AND antiquated IT customer data systems taking several minutes to look up each account) * price is reasonable * installed monitoring equipment appears state of the art *

the worst company ever. they have employees that steal from you home and cause damages to your siding and the service tech always back talk to you and bad mouth you to your neighbor. when you call the tech support line you place on hold for more then hr at time some times long in hope you will just hang up. they treat you just like the cable company if not worst. call and talk to many always got the the replay will call you back . beware and boycott this company and sell your stock in this company if you have any .

The service is too expensive 4999 and they lock you in for a 4 to 5 year contract and you can get the same service for a 2999 any place else with the exact same installation equipment and then installation is free of charge

locks you up into 5 more yrs on your contract which makes you stuck with them for 10 years with a small upgrade. Do not tell you. Bottom of contract says 12 months but there is another place where is says 60 months. Costs 75% to get out of contract. Had security camera and noticed red light was on. They said it only records when the alarm goes off. Disconnected it but will not take off the extra $10 a month. Feel like I was being spied on. DO NOT GET THEIR SERVICE. LONG CONTRACTS AND HIGH MONITORING PRICES!!!!!! Customer service very defensive

CPI installed a “security system” that is not secured. They sold me a system without window sensors even though I have a 1 story house with a lot of windows. The system hasn’t operated properly since it was installed. Now they want $4000 to pay for the equipment. BUYER BEWARE. This is a sleazy sales scam.

Once you own the equipment, you apparently, can never cancel their monitoring service. That fancy doorbell, lock and indoor camera they promote are just decorative because you no longer have access to the app to control them.

Buyer beware. CPI are using some very heavy-handed business procedures. They are now requiring cash up front for work that has not been completed even with their customer base. I’ve been a customer for a long time and never had to pay upfront for any services. Do your homework before purchasing or extending your contract

Paid all invoices on time, every time. Was made to sign a 39 month contract, fulfilled 30 of that and still had to pay in 75% of remainder. Not willing to meet halfway. Don't sign an extended contract with CPI. Service is not worth it and customer service is sub par.

I was having problems with one camera going offline frequently. When calling CPI they simply said there is nothing they could do but replace the camera, at my cost. The camera was installed new by their staff about two years prior. Terrible service.

The system started to have low battery warning they tried to fix it and couldn’t do it, when try to cancel the service kip us waiting for long times and nobody answered the phone.

have been with cpi for almost 15 years have had no problems. quick service and reasonable fees

This company is the absolute worst. Early cancel fees and they haven’t gotten billing right since I got the system 6 months ago.. STAY AWAY FROM THIS COMPANY

Fair equipment but the “not mentioned” 60 month contract with a 75% fee on the remaining of your “contract “ makes their service not worth it at any price.

Do NOT engage CPI unless you expect to be fully disappointed. They don't show up at appointments and don't notify you of such.

This is my first encounter with customer service and I’m frustrated.

No cust serv, weeks to fix equip, X safe

Equipment is substandard rarely works as intended.