CPI Security Systems, Inc.

Dear Revdex.com
Thank you for your assistance in forwarding the complaint submitted by Mr***We have reviewed the concerns of his complaint and determined the following:
February 29, we installed the exterior camera in questionTo date all devices as per Mr***'s
agreement have been installedWe apologize for any inconvenience experienced by Mr*** during this processPlease feel free to contact me directly at *** *** *** should you require further assistance in resolving this matter
Sincerely,
Kelley P***
Customer Care Manager

Initial Business Response /* (1000, 5, 2015/03/17) */
Dear Revdex.com,
Thank you for your assistance in forwarding the complaint submitted by Mrs***
We have researched the items outlined and have determined that we have not been afforded the opportunity to rectify any of Mrs***'s
concerns
The service issues she outlines in her complaint have not been conveyed to CPI up until we received this complaintMrs*** has a warranty on all of the burglary devices installed in her homeWe can and will repair or replace all devices under warranty
We are eager to resolve the issues Mrs*** listed in her complaintUpon notification that Mrs*** will allow us the opportunity to do so, we will schedule a service technician to visit the home
Please feel free to contact me directly at XXX-XXX-XXXX ext*** should you require further assistance in this matter
Sincerely,
*** ***
Customer Care Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
CPI has been afforded several opportunities to provide adequate equipmentHowever, they would like me to take off from work and wait until their technicians can come to our homeWe are a working family and I cannot take 4-hours off every time something malfunctions with the equipmentCPI is all about getting their money and not really solving customer's issues

Dear Revdex.com,
Thank you for your assistance in forwarding the concerns submitted by Mr***We have been in contact with Mr*** prior to receipt of his complaintWe determined that the standard $fee required for transfer should be waivedMr*** has an installation
scheduled for August 13, as a resultWe apologize for any inconvenience experienced by Mr*** during this processWe look forward to continuing to protect his home and family for years to come
Please feel free to contact me directly should you require further assistance with this matter
Sincerely,
Kelley ***
Customer Care Manager
704-945-

Initial Business Response /* (1000, 6, 2015/11/30) */
Dear Revdex.com,
Thank you for your assistance in forwarding the complaint submitted by Ms***
We apologize for any inconvenience Ms*** experienced during the service issue with her security system
In an effort to aid Ms
*** in covering the emergency service fees required for our technician to perform labor after hours, we are extending a three month credit to Ms***'s account
The monitoring fees will be waived for the months of December, January and FebruaryIt is our intention to restore Ms***'s confidence level in us and we hope the above actions will aid in doing so
Please feel free to contact me directly should you require further assistance regarding this matter
Sincerely,
Initial Consumer Rebuttal /* (2000, 8, 2015/12/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It equals the amount I had to pay

Initial Business Response /* (1000, 11, 2015/08/18) */
Dear Revdex.com
Thank you for your assistance in forwarding the complaint submitted by Mrs***
We have been in contact with Mrs*** regarding her service concerns and have since visited the home and conducted necessary repairs
without costs to Mrs***Additionally, we have provided a one month courtesy credit to aid in covering down time for the device mentioned in the complaint
We sincerely apologize for any inconvenience experienced by Mrs*** and her family
Please feel free to contact me directly
should you require further assistance in this matter
Sincerely,
Kelley P***
Customer Care Manager

Initial Business Response /* (1000, 6, 2015/06/03) */
Dear Revdex.com,
Thank you for your assistance in forwarding the complaint submitted by Mr***
Our records indicate that we did not conduct a credit review on Mr***Our review was conducted on another individual who we
understood to be the person requesting security service for the address listed on the complaint submitted
CPI reserves the right to protect the upfront investment we extend on our installationsDue to the fact that there is minimal or no out of pocket expense, a satisfactory credit review is required to qualify for promotional offers extended to consumers
We did not refuse to install a system for the individual inquiring on service, however, we requested an upfront fee of $to aid in covering the costs associated with the investment we would have made in labor and package fees offered to the individual
CPI feels we have acted ethically in this matterWe look forward to resolving this complaint in an amicable fashion
Please feel free to contact me directly at XXX-XXX-XXXX ext*** should you require further assistance regarding this matter
Sincerely,
*** ** ***
Customer Care Manager

Initial Business Response /* (1000, 5, 2016/11/29) */
Dear Revdex.com Complaint Team;
Thank you for forwarding the complaint submitted by *** Upon review of the *** account we have found that service was initiated upon installation of the system at ***
***accepted a reduced agreement term of months to just months, in exchange we discounted the installation and equipment from $1,to $out of pocket
On May 2, she contacted our relocation team and initiated a transfer of service to ***On June 28, we completed the installation of the new system for and for a new agreement of months we installed the system for $out of pocketIn exchange for the transfer of service to her new home we also terminated her *** agreement, which had months remaining at the time, with no termination fees
On September 20, ***once again spoke with our relocation team informing us she was moving and needed to terminate servicesShe refused to discuss her options pertaining to the cancellation and the months remaining on the agreementOn this day we provided a copy of her agreement (the original copy is a part carbon copy and was left by the installer upon completion of installation on 6/28/14)
On September 21, 2016, we offered to settle the remaining agreement terms by removing months from the remaining monthsThis significantly reduced the default fee (75% of months at $monthly rate) from $1,to just $Her cancellation letter was received on the same day and her last draft was September 20, ***s balance remains $
CPI Security feels the above offer is feasible for all involved partiesWe look forward to an expeditious solution to this matter
Please feel free to contact me directly with further questions or concerns
Sincerely,
Jillian S***
CPI Security, Quality Assurance Supervisor
***, extension
Initial Consumer Rebuttal /* (3000, 7, 2016/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These are the facts:
To this date, December 5, I have not received a contract from CPII was NEVER given a contract when services were installed at *** or after they were transferred to ***Since the issue over cancellation arose I have twice (2) requested a copy of the contract where CPI said I signed up for months
The only paperwork I have is a copy of the installation at *** and a copy of same for ***
When I called to transfer services to ***I was told that an entirely new contract was startedI argued then that this was a transfer, not a new serviceI was told that is their policy which obviously benefits them
When I called to cancel services due to leasing of my condo I was at that time told I owed an additional $and sum monies to cover a month contractI asked for a copy of the contractI never received sameI NEVER received a part carbon copy of anythingI did receive a paper with no heading whatsoever, with numbers through talking about installation and liabilities of the companyNothing on this paper shows it is a contract, nothing with my name, address or signatureAdditionally, the installer's NEVER left any contract with me, they told me it would be forthcoming in the mail
Not long after the first installation my bill went from $to per month with any notice via mail, phone, email or textI only learned of the increase when reviewing my bank statement as all payment were made by debit from my bank
Never at anytime did I refuse to discuss my optionsThere were no options givenI was explicitly stated that I owe them first $and sum dollars now $
I am years oldI have never signed any contract for months, other than for a house I bought years ago
I do not feel I owe CPI any moniesI have paid for services faithfully since September of
Final Business Response /* (4000, 9, 2016/12/13) */
Thank you for the additional information provided by ***
Please be aware that CPI Security does not offer a month agreement termMs*** first location was months and that was terminated at no cost to her, with months remaining on the agreement, since she was transferring/initiating service at a new location
Ms*** second installation was a commitment of months
There is always a new contract when a new residence is being protected and a new system is installed
When the installation is complete our installer collects the agreement, prompting the customer to initial and sign where necessaryThe installer then leaves the bottom (pink legal size paper) copy with the client and takes the other two copies to our corporate officeWe have provided copies of the front and back of the agreement to Ms*** and will mail them again, to the address attached to this complaint (***, ***, Saint Simons Island, GA 31522)I have scanned both agreements and can provide them to Revdex.com for review, as well
We are sorry for the frustrations Ms*** has endured in relation to her move and cancellation of service
CPI Security feels the offer to reduce the agreement from months to months, therefore removing months from remaining terms, is generous considering the investment we made in protecting the home(s)
Please feel free to contact me directly with further questions or concerns
Sincerely,
Jillian S***
CPI Security, Quality Assurance Supervisor
***, extension

Initial Business Response /* (1000, 6, 2015/11/12) */
Dear Revdex.com;
Thank you for forwarding the complaint submitted by Mr***
On April 27th, Mr*** executed an agreement for security installation, the installation took place on July 2th, In exchange for the month
agreement at $per month we discounted the installation and equipment significantly reducing the cost from $2,to $out of picket
The agreement gives an itemized list of security devices that the customer requested installedThe request of Mr*** was to have CPI Security install one (1) monitored smoke detectorHe also initialed on the agreement declining additional fire detection
We are sorry to hear that Mr*** was broken into while he had his system armedReviewing the account in detail we were not able to find any record of a reported breby Mr***Had we known we would have dispatched a Quality Control Representative to investigate what took place and find out how the system responded to the events
On August 7th, Mr*** informed us of his move out of our service areaThe manager he spoke with offered him months of monitoring at no cost and also reduced the early contract termination fee by an extra 30% off, in turn reducing the balance (months remaining at $per month) from $to $
We made an aggressive attempt to sign the new owner on with CPI however, she declinedMr*** is still due the reduced balance on his agreement
Please feel free to contact me with any further questions
Jillian S***
CPI Security, Quality Assurance Supervisor
X-XXX-XXX-XXXX ext ***

CPI doesn't honor their contract, cares nothing for consumers loss, due to their negligenceSave yourself some despair, and choose another company

Initial Business Response /* (1000, 6, 2015/12/24) */
Dear Revdex.com
Thank you for your assistance in forwarding the complaint submitted by Ms***
Our research of the items outlined in Ms*** complaint has resulted in the following:
August Ms*** elected to execute
a shorter term agreement to install our premier package to include high definition camerasThere was no fee involved for equipment or labor during this transactionMs*** decision to execute a thirty nine month renewal as opposed to a sixty month resulted in the removal of deviceCPI made an investment of over $with the expectation that the thirty nine month agreement would be fulfilled
We would like to propose a transfer fee of just $Should the buyers of the previous residence elect to continue monitoring service with CPI Security Ms*** would be fully refunded for all fees paid toward the relocation cost proposed above
CPI feels the above offer is feasible for all involved partiesWe look forward to resolving this matter in an amicable fashion
Please feel free to contact me directly should you require further assistance
Sincerely,
*** ***
Customer Care Manager

Initial Business Response /* (1000, 6, 2014/05/13) */
Mr. [redacted]
Thank you for forwarding the complaint received by Mr. [redacted]. We have researched the concerns outlined in the complaint and determined the following:
February 26, 2014 we installed security services for Mr. [redacted]. As...

per the agreement executed Mr. [redacted] received a fully comprehensive security system to include burglary, fire and medical protection. Additionally, Mr. [redacted] received a device from our Home Automation package. A thermostat was installed which generally increases monthly monitoring fees by $10.
Given, our technician, in error, failed to advise Mr. [redacted] of the additional fee, we will waive the additional $10 monthly fee and continue to provide Mr. [redacted] with the home automation service.
CPI feels this offer satisfies Mr. [redacted] complaint.
Please feel free to contact me directly at XXX-XXX-XXXX ext. [redacted] should you require further assistance in this matter.
Sincerely,

Initial Business Response /* (1000, 5, 2015/01/09) */
Dear Revdex.com
Thank you for your assistance in forwarding the complaint submitted by Mrs. [redacted].
I have researched the concerns outlined and reached out to Mrs. [redacted] personally to offer a solution to her concerns.
We have come...

to a feasible resolution. We are offering Mrs. [redacted] 5 tickets to an upcoming NBA game and placing a 4 month credit on her account. We sincerely apologize for the inconvenience experienced by Mrs. [redacted] during this process. We will be working diligently to restore her faith in CPI.
Please feel free to contact me directly with further questions or concerns. Again, thank you for your assistance in resolving this matter.
Sincerely,
Initial Consumer Rebuttal /* (2000, 7, 2015/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed the response and confirm that they have reached out to me to resolve the problem.  They did decide to waive the fee for transferring the service, but they have not scheduled installation yet.  I was told that I would need to wait until I have the HUD statement from closing in my hand before I can schedule it.  We do not close until the 12th.  It appears that they are now going to do what they promised in the beginning.  Thanks for your help! 
Regards,
[redacted]

Dear Revdex.com
Thank you for your assistance in forwarding Mr. [redacted]'s complaint. We have researched the items outlined in the complaint and determined the following:
May 2013, Mr. [redacted] executed a sixty month agreement with us. We installed our premium package at no cost. Over $2000...

in equipment, installation and labor was invested into Mr. [redacted]'s home. In exchange Mr. [redacted] contractually agreed to complete a sixty month term. There was no upfront investment on Mr. [redacted]'s behalf outside of the first month of monitoring. Upon request to cancel. We informed Mr. [redacted] that we would work with him to reduce his contract term where he would be required to pay $300 as opposed to the $1100 he references in the complaint. Mr. [redacted] elected to not take the offer presented at the time he required cancellation.
To date there is a balance of $1086 due as per Mr. [redacted]'s contract. We are however, willing to accept the $300 presented previously to aid in closing his account satisfactorily. CPI Feels this offer is feasible for all involved parties.
Please feel free to contact me directly for further assistance regarding this matter.
 
Sincerely,
Kelley P[redacted]
Customer Care Manager
704-945-6204

Initial Business Response /* (1000, 9, 2015/07/02) */
Dear Revdex.com,
Thank you for your assistance in forwarding the complaint submitted by Mr. [redacted].
We have researched the items outlined in Mr. [redacted]'s complaint and determined the following:
Mrs. [redacted] consented to a twelve month...

agreement in January 2015. The agreement included two free window sensors, a temporary reduced rate and a permanent rate reduction for monitoring service.
Post delivery of the above items, Mrs. contacted our office to request cancellation. We informed of the renewal agreement and the terms remaining. Mrs. [redacted] elected to cancel with time remaining on the above mentioned renewal agreement.
CPI feels we have acted ethically and within our agreement extended January 2015. Therefore, A final payment in the amount of $195.20 is required to satisfactorily close the account.
Please feel free to contact me directly should further assistance regarding this matter become necessary.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no signed agreement - I called to cancel in January due to the replacement of 2 windows requiring sensors and non-use of the system. Reluctantly, I accepted their offer to replace the sensors free and receive a reduction in rate; however, 12 months was not discussed. Since I receive a bill every 3 months, I decided to try it out, but realized afterwards that I still needed to cancel due to required reduction in expenses for my household.
Final Business Response /* (4000, 15, 2015/09/08) */
Ms. [redacted]
Thank you for your assistance in forwarding the additional concerns submitted by Mr. [redacted].
We have reviewed the concerns outlined and determined a renewal agreement for twelve months was agreed upon. The representative made it clear that the reduced rate, permanent rate and free window contacts were all inclusive with a 12 month renewal. Mrs. [redacted] accepted all terms associated with the agreement.
A final payment to cover the remaining terms of the agreement was received on 8/25/15. CPI therefore considers this matter resolved.
Please fee free to contact me directly should you require further assistance regarding this matter.
Sincerely,
Final Consumer Response /* (4200, 17, 2015/09/09) */
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Wednesday, September 09, 2015 10:03 AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
There's no place to fill out my response:
RESPONSE: CPI's reply was not satisfactory. I paid them off but will NEVER us CPI for security again.

Initial Business Response /* (1000, 8, 2015/04/23) */
Dear Ms. [redacted]
Thank you for your assistance in forwarding the complaint submitted by Mr. [redacted]. We have researched the items outlined and determined the following:
Mr. [redacted] executed an agreement for...

service for a sixty month period. CPI provided approximately $1900 of equipment in exchange for the sixty month term. We also provided 3 months of monitoring service at a reduced cost. Mr. [redacted]'s signature is located in the terms of payment box on the agreement just below the term which clearly indicates "60 months".
March 24, 2015, Twenty two months into Mr. [redacted]'s agreement term, he contacted our office to advise of his desire to cancel the contract in its entirety. We extended an offer to reduce his monitoring fees for 2 additional months. Mr. [redacted] accepted.
Given that we have provided the service agreed upon per executed agreement and made arrangement to assist Mr. [redacted] with reduced fees outside of his contractual term, we feel that we have acted ethically and offered good will in this matter.
The agreement terms will be expected to be fulfilled or an early terminate fee equivalent to seventy percent of the contract terms remaining will be required to satisfactorily close the account.
Please feel free to contact me directly should you require further assistance in this matter.
Sincerely,

Initial Business Response /* (1000, 6, 2015/08/25) */
Dear Revdex.com,
Thank you for your assistance in forwarding the complaint submitted by Mr. [redacted].
We have researched the items outlined and determined that the balance of the contract should be waived. To date, Mr. [redacted] has a...

zero balance on his account.
We apologize for any inconvenience experienced by Mr. [redacted] during the process of cancelling.
Please feel free to contact me directly should you require further assistance in resolving this matter.
Sincerely,
Kelley P[redacted]
Customer Care Manager

Initial Business Response /* (1000, 7, 2016/01/22) */
Dear Revdex.com,
Thank you for your assistance in forwarding the complaint submitted by Ms. [redacted]. We have researched Ms. [redacted]'s concerns and determined the following:
Ms. [redacted] inquired with CPI regarding a transfer of...

security service to her new home on May 31, 2015. An offer was made to install the system and agreed upon by Mr. & Mrs. [redacted]. At this time the account was still active given they agreed to continue service with CPI Security.
July 13, 2015 we received written notice to cancel the account. The account was subsequently cancelled.
As an act of goodwill, All balances owed by Mr. & Mrs. [redacted] have been cleared. There is a zero balance on the account with no further funds due to CPI Security.
CPI feels the action listed above resolves this matter. Please feel free to contact me directly should further questions or concerns surrounding this matter arise.
Sincerely,
Kelley L. P[redacted]
Customer Care Manager

CPI gives you a 72 hour to cancel after installation of a monitoring system. We decided about 48 hours in that the system installed is not what we want to video surveillance. The company never relayed a max numbers of video records per month. The sales representative said that it was "unlimited". After we found this to be untrue, we called the company to cancel. We were still in our 72 hour cancellation window. I was told my a rep that a manager would call me back to finalize the cancellation. It is now 11 days later and I still have not been able to cancel even though the account has been annotated numerous times about our desire to cancel. I literally have been calling the company 5 times a day and still have not been able to get a resolution and they have already drafted my account without my permission for the monthly monitoring fee.

My account with CPI was closed. They have fraudently continued to withdraw money from my account even after speaking with the "CFL" cust. for life dptMy account was hit on 8/20 for 36.95 which caused an overdrawn fee. They refunded the 36.95, but not the overdrawn fee. My account was hit again today with a 36.95 fee. Once again I had to wait 20 minutes to get an agent to try to get this refunded. This is fraudenlent. My account is closed and they have NO permission to continue going into my account. To name a dept. "customer for life" and you would not take responsiblity to ensure that you are not fraudently withdrawing from their account is horrible. I will never use CPI again even though I have a new home.Desired SettlementI want someone from the billing dept to show me proof that my checking account information has been deleted and this will never happen again. This is a violation of trust. They should reconsider forcing a customer to provide account information for automatic billing if they are not going to be trustworthy with the information. I will never give anyone access to my account again because of this experience.Business Response /[redacted]/Dear Revdex.com, Thank you for your assistance in forwarding the complaint submitted by Mrs. [redacted]. We sincerely apologize for the inconvenience experienced by Ms. [redacted] while in the process of discontinuing her service with us. We have refunded Mrs. [redacted] for the most recent draft that took place. ( $36.95) No further drafts have or will take place.Please feel free to contact me directly should you require further assistance regarding this matter. Sincerely, [redacted]Customer Care Manager XXX-XXX-XXXX