CPI Security Systems, Inc.

Technician cannot get camera to work with new internet provider.In Feb 2015 I had to switch internet providers from ATT DSL to Time Warner Cable because I work from home and was having several issues with DSL, unbenonst to me I did not realize the old outdated CPI Camera would not work with the new internet provider, a tech came out to my house and could not get it to work either, tech even stated the new cameras were having issues connecting to Time Warner Cable Internet. Tech instructed me to call Customer Service where we contemplated replacing the Camera with a door lock but CPI wanted us to extend the contract which we are unwilling to do because we plan on leaving CPI Security Dec 2016 because of poor customer service and not pleased with the product. Customer service rep stated he would be sending paper work in the mail stating my new monthly charge to 38.95 a month instead of 49.95 a month, the paper work never arrived so today 3/25/15 I contacted Customer Service and the rep had another lady get on the line who said she would have to discuss with management and that individual who told us new price would be 38.95 is no longer with the company (how convenient for cpi)blaming the issue on the rep from Feb who is no longer with the company, rep discussed with management and called me back within 10 minutes and said I am under contract and have 21 more months to pay 49.95 a month and she stated I caused the problem by switching internet providers and they were not responsible, I said are you kidding me your answer to the problem is to blame the customer? I had to change Internet Providers because I work from home and ATT DSL could no longer meet my needs, I said to the rep this is exactly why I am leaving your company at the end of my contract Dec 2016!!!Desired SettlementGet the camera to work with new internet provider or reduce monthly charge to 38.95 a month for the remaining 21 months as promised in Feb 2015. Business Response /[redacted]/Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXXContact Email: [redacted]@cpisecurity.com Dear Revdex.com, Thank you for your assistance in forwarding the complaint submitted by [redacted] We have researched the issues outlined in [redacted] correspondence and would like to offer sending a senior tech to reconfigure camera settings. Time Warner cable is an internet provider that we recommend our customers use. It is unclear as to why the initial attempt to program cameras was unsuccessful. We have credited [redacted] account 1 month for the service issue. We are eager to reschedule his service appointment and come to a resolution regarding this matter. Please feel free to contact me directly should you require further assistance in this matter. Sincerely, [redacted]Consumer Response /[redacted]/CPI Senior Technician [redacted] had the Camera working within 10 - 15 minutes of his arrival. [redacted] was the ultimate professional and resolved all my issues and concerns. It is just a shame it took a complaint to the Revdex.com before CPI would do the right thing for the Customer...Thanks again Revdex.com and [redacted]Final Consumer Response /[redacted]/

!!!Beware of a CPI Security Sales rep named [redacted] who might darken your door!!!
This guy showed up a month ago... made his pitch, has been calling ever since.
When I declined, he sent me text messages all weekend. Ugh. Made me regret giving my cell phone out. (It was on my business card.)
Called again.
This time [redacted] used strong-arm tactics trying to "scare" me into a high-pressure buying decision... and when I told him I didn't appreciate his approach he got mad, started yelling and said:
"Just wait till you come home at two in the morning and there's 4 guys creeping through your yard!"
Is that a threat?
Yelling and he hung up on me.
Really??
Unprofessional.
Unbelievable, really.
Despicable, low-handed, poorly executed tactics. Good products don't need such heavy sales. Now I'm wondering what's wrong with CPI Security? Is this what they teach their salespeople to do?
They're not welcome in my home.
A "no" is a no, please respect, don't threaten my family's safety when pitching your product.
If I get a security system, because of [redacted] I'll shop elsewhere.

Equipment and monitoring work well. Its their customer service that is a nightmare. Multiple installation issues, ultimately made right, but only after hours spent on the phone trying to get resolution. Multiple billing problems and each time they promised to resolve, they didn't do what they said they were going to do, requiring additional calls to customer service. Multiple disconnects and no calls back from their customer service representatives, requiring the customer to start all over again with a new customer service rep. Average length of wait time and time on the line with their service reps per call amounted to roughly 45 minutes a call. Inadequate customer service staffing to handle call volume and the number of complaints they are obviously getting. Its almost as if they are trying to discourage complaints by making the complaint/resolution process so burdensome that you just give up.

CPI billed me for ending my contract and added a late charge before the bill's due date.I ended my CPI contact on August 20, 2015. On Nov. 5, 2015, I received an invoice (minus a logo or any other indication that it was from CPI) alleging that I owed $796. There was no accompanying explanation. I called and learned that the sum represented the 19 remaining months on my 5-year agreement with them at the time of termination. While CPI earlier had explained that I might owe a termination fee, it never offered an estimate of the amount, or fully explained the process. In addition, the invoice I received was dated Nov. 4, had a due date of Nov. 5, but already included a late fee of almost $12. All in all, I feel that the lack of clarity by CPI and the unwarranted late charge represent a clear and concerted effort to deceive unwitting customers.Desired SettlementGiven the clear and concerted effort by CPI to under-inform customers of the process and consequences of ending a service agreement, I would like the billed amount reduced and the bogus late fee removed.Business Response /[redacted] Thank you for your assistance in forwarding the complaint submitted by Mr. [redacted]. We apologize for the inconvenience experienced by Mr. [redacted] during his request to cancel service. We have adjusted Mr. [redacted]'s final bill to reflect his request to remove the late fee associated with the invoice and have also reduced the final bill to $609. A $187 discount. An invoice confirming the above changes will be mailed out to Mr. [redacted]. Please feel free to contact me directly should you require further assistance regarding this matter. Sincerely, Consumer Response /[redacted]/I am pleased with CPI's effort to address my concerns.Final Consumer Response /[redacted]/

CPI Subscription practices are unethical. They locked us into a multi-year contract after we told them up front that we could only commit to 2 years When we purchased our home in Chapel Hills, we contracted with CPI to provide their services. I told the sales person on the phone that we move frequently and we could not commit more than 2 years. I travel a lot and when they came to install and for contract signature, I told my wife who is home with a baby that I already spoke to the sales person to go ahead and sign after they install the equipment. Now that we are relocating to an area that they do not service, they want us to pay a early cancellation fee which exceeds the amount that would have been charged if we stayed through the "bait-and-Switch" contract they had my wife sign.Desired SettlementWe told the CPI sales person upfront that 2 years was the max commitment, I understand and would be agreeable to pay the monthly fee for/to get us to the 2 year mark as I originally agreed on the phone with the CPI sales person, but I should not be required to pay more than that.Business Response Dear Ms. [redacted]Thank you for your assistance in forwarding the complaint submitted by Mr. [redacted]. We have researched the items outlined in the complaint and determined the following: September 19, 2014 Mrs. [redacted] executed an agreement for our minimum contract term of thirty nine months. In exchange we provided over $1900 in equipment. Mrs. [redacted] acknowledged that she understood the length of terms by verbally agreeing to the terms in addition to signing just below the length of terms on the hard copy of the contract. CPI contracts outline the options associated with relocation; should the buyers of the home elect to resume the remainder of the contract term, the balance for the [redacted]'s would be absolved. Should the buyers elect to not continue service a seventy five percent fee equivalent to the remainder of the balance of the contract would be required to satisfy the remainder of the agreement.A final payment in the amount of $674.60 would be required to satisfactorily close the account. Please feel free to contact me directly should you require further assistance in resolving this matter. Sincerely, Consumer Response This is not an accurate description of the events. As I described, I spoke to the CPI sales person on the phone and informed him of my 24 month maximum requirement. I was told not to worry, that CPI will work with us and understood if we were to relocate to a area that they do not service that they would work with us. They said the same thing to my wife, not to worry. Even in their response to this complaint, they use subjective verbiage "provided over" not an exact amount. They place two (2) wireless cameras in our home. Valuing them at $1900. That in itself is a joke. I would be happy to return both cameras. They are misleading and misrepresenting. When I spoke to the CPI representative last week they said that I would receive an email from her in order to continue correspondence with CPI, and to submit my cancellation of service notice. Once again, they never followed through/lied. I never received an email. I also asked and never received a reply regarding if a transfer fee would be required if the buyers elected to keep the service. No reply to date on that question. CPI sales practice is deceptive, misleading and unethical. Why would I offer and/or even try to convince the purchasers of our home their service. the best I can do is warn others if this is how they conduct business!!Final Business Response Thank you for forwarding the additional information provided by Mr. [redacted]. Regarding Mr. [redacted]'s comments on equipment received, CPI installed the following:2 keypads, 1 reporting panel, 1 Intouch cellular device, a network extender, 5 door contacts, 2 cameras, 1 monitored smoke detector and a remote keyless entry. The package installed is our premium package offer. We extended to Mrs. [redacted] for a just a $99 package fee. With respect to Mr. [redacted]'s inquiry regarding he and his wife's commitment to the contract of thirty nine months; We have retrieved the initial phone call regarding the installation of service where Mrs. [redacted] verbally acknowledged the length of the contract. She also signed, initialed, and dated the contract at the time of installation. All of the above actions indicate Mrs. [redacted] was in agreement and fully aware of the contractual arrangement with us. Regarding instructions to cancel; we have previously emailed the necessary documents to close the account. A representative is also reaching out via telephone to ensure we have the correct email address on file and to appropriately address any further questions surrounding cancellation. Please note if the buyers of the property elect to resume service for the twenty months remaining on the [redacted]'s contract, no further payments will be required from Mr. & Mrs. [redacted]. Please feel free to contact me directly should you require further assistance regarding this matter. Sincerely, [redacted] Customer Care Manager XXX-XXX-XXXX More Info Received From The Consumer (The consumer indicated he/she DID NOT accept the response from the business.)Their response again is a demonstration of their word games and misinformation. As I stated previously, CPI was pushing a 5 year contract, I explained to them that we could not knowingly agree to a contract of more than 2 years. The CPI sales person that I spoke to said they understood this constraint and not to worry. I then told my wife that I worked it out with CPI and that when they come to install the system it will be a shorter term contact and to go ahead and sign it. Again, I travel extensively and was not home when the following calls and/or installation took place. Yes, the 39 months is a shorter term contract, which was what my wife [redacted] heard, "shorter term" word games. and she thought that is what I established with CPI. CPI Word games!! Even in their response about the equipment - word games, they state 2 key pads, 1 reporting panel... In fact we only have 2 panels - the keypad at the entry door, and a keypad on the second floor. The second floor keypad is also the reporting panel. If this is not the case, then we do not have 2 keypads and they are lying yet Again! Either way, lying or misleading, this is not right!! Deceptive business practices!! Why would we even consider passing this type of business practice to the buyers of our home, that would promote bad karma!

CPI salesperson committed to a verbal contract and CPI Security is not willing to honor that agreement.On November 27th I placed an inquiry call requesting information on new service to my residence based on deals being promoted for Black Friday. I was in touch with a salesman by the name of Kelly (last name unknown). We agreed to activate the system that is already in my home from the previous homeowner; installation was set-up for the window of 3-5pm that same evening. After multiple calls to check on the status of the install with no response, I received a call from the install tech around 9:30 that night. I did not allow the install to take place that late at night.Following that, I contacted [redacted] a few days later to request my $39 initial fee be returned to me. He convinced me that what I experienced was not normal so, with trepidation, I agreed to upgrade the package to add the cameras (in case CPI failed to respond to an emergency at least I would have some video). We made the agreement on the very same terms of a 12 month contract; not 36,39 or 60. So, we scheduled the install for a few days later for the 8-12 window. The young man that showed up for the install was prompt and very professional. We started going through the contract and I noticed that the term was 60 months. I let him know that [redacted] had agreed to the same 12 month term and that I needed the contract corrected before I would sign. He called into customer support, they reviewed the multiple phone calls between [redacted] and myself, verified that he promised a 12 month term, but still refused to honor that in the contract.I do understand that had the service been turned on with the system that was already in the home, no upgrades, a 12 month term is an option. Because I decided to upgrade the package, the 12 month term was no longer an option. This was not relayed to me or I would've declined and [redacted] knew that. Simply put, that is not acceptable. If your salespeople are not trained properly; that is a CPI problem not a me problem. So now what I am stuck with is a CPI box sitting in my wall with cords hanging out because if it's plugged in the alarm sounds about every 30 seconds.This is crazy!I feel that what I am asking for is not at all outrageous. I expect the verbal contract that your salesperson entered into to be honored. I need this to either be immediately escalated or resolved.Desired SettlementI am requesting that the contract term of 12 months be honored per the verbal agreement by the original sales person. That 12 month term is inclusive of both the activation of the system as well as the upgraded package. Business Response Dear Revdex.com, Thank you for your assistance in forwarding the complaint submitted by Mr. [redacted]. We have been in contact with Mr. [redacted] regarding his request to install our premier package with a twelve month agreement. Mr.[redacted] has been advised that due to the investment CPI extends when installing a premier system we are unable to offer this package for a twelve month contract. We offered an alternative of a minimum thirty nine month contract as opposed to our standard sixty month and Mr. [redacted] declined. Upon review of the call associated with Mr. [redacted]'s complaint it was determined that there was no offer made to install cameras with just a twelve month contract. We are prepared to honor our initial agreement to activate the system as is with a twelve month contract or install our premier package with a minimum term of thirty nine months. We apologize for any misunderstanding and inconvenience experienced by Mr. [redacted]. We look forward to resolving this matter in an amicable fashion. Please feel free to contact me directly for further assistance. Sincerely, Consumer Response It is completely false to state that a 12 month agreement was never offered. I would challenge them to produce the unaltered recordings; they can't because their response is untruthful. As I stated in my initial complaint, my interest is in them honoring their initial agreement, not in there profitability. While I certainly understand the need for company to turn a profit, it is more important that they operate ethically. In this instance, they have failed greatly. To put it mildly, their response is a bold faced lie and speaks heavily to their lack of concern for the customer. That is a big issue when you are talking about protecting my home. What would their response be should something ever happen? That is a scary thought.Going without their "service" leaves me with a box in the wall of my home with wires hanging out all over the place. It is a complete eyesore. I also am dealing with a company that shows complete disregard for their customers; that is a major concern when you're talking about the security of my family. Committing to 3+ years with those concerns is not going to happen...period. With that said, CPI has a longer history than my interaction with them and it is not all negative. It's not all positive, but based on my research they have never been directly accused in the injury/death of anyone due to their negligence so they still remain a fairly reasonable option. Albeit I am very skeptical.Here is my alternate resolution. I will agree to a 24 month agreement for the premium package. This should help to offset some of their initial expense and put me at ease that I only have to commit to 24 months if my initial indications of their practices hold true. If they do what they say they will in protecting my home, I will be a customer for life. If they fail and I leave after 2 years they would have nobody to blame but themselves. That seems fair to me. CPI...Do you want a customer or not?Final Business Response Dear Revdex.com Thank you for your assistance in forwarding the additional correspondence received by Mr. [redacted]. While we greatly appreciate Mr. [redacted]'s counter offer to execute a twenty four month agreement, we unfortunately will not be able to honor this request. The thirty nine month agreement is our minimum term. We are still happy to extend the offer to waive the install fee and extend the first 3 months of monitoring service at a reduced rate. Should Mr. [redacted] elect to move forward with the premium package, the upfront fee is $199, however, we are willing to waive this fee. The monthly monitoring service would also be $54.99 as opposed to $49.99 given 3 home automation devices are included as opposed to 2. We apologize for any verbal misunderstanding that Mr. [redacted] has endured up to this point. We want to restore his faith in us and ensure all offers are in writing going forward. Please feel free to let me know how I may assist in resolving this matter satisfactorily. Sincerely,

Back in May 2015, I called to discontinue service since I was moving to a new home. I had explained that I would not longer need the service. I was told that that wsa fine and I would not be billed. I relayed the name of the new home owner to CPI so they could try and contact them for further service. My reason for having CPI security was that I have a mother with severe Alzheimer's - if she would leave the house the door would buzz. The cost was being drafted out of her checking account - She is now in a facility. I noticed in August that her checking account was being debited $39.95 in June, July and August - why? So I called. They said that the new homeowner would not respond to CPI so they continued to charge my mom.
The associate said that I signed a 5 year contract with them - I asked them to send me a copy of that contract to review - she emailed that to me - it was blurred and I could not read the tiny print so I emmailed her back asking that she mail a copy to me - I never received it.
I call called back around 9/16/15 and they told me I needed to pay the remainder of the contract which would be about $980 - when I questioned it, they agreed to reduce it to $566.29 and they would no longer debit my mother's account. They would have their billing dept. send me a bill for that amount.
Well they did debit her account $39.95 in September - and then I received a bill for $940.12 dated 10/5/15.
In the meantime I have gotten several calls from CPI trying to get me to put security in the home I moved to. I feel harassed by this knowing I had settled things.
Because I have been so upset by all of this, I asked my son-in-law to call yesterday. The CFL Dept. assured him that ** would call me first thing today. At 1:15 I had not heard from him so I called the CFL Dept. I spoke to [redacted] who say he could help me - ** was at lunch - [redacted] put me on hold - after 20 minutes the call went to a voicemail - I had no idea whos it was...I called back and spoke with [redacted] who was very nice but could not do anything else for me - I asked if I could speak to a supervisor but they would not be able to talk to me. It might be up to 24 hours for him to return my call.
All in all - this is a big run around - I did what I said I would do but they have not kept up their end of the bargain - I feel frustrated and harassed.
Please know that in the begining I would of never signed a 5-year contract knowingly with my mom's condition.
I gave in and agreeed to pay the amount I signed to pay on 9/16/15...but they continued to take $$ out of mom's account, sent me a bill for 30% more than I agreeed to. And I have had to spend time from work on hold to gegt things rsolved -? - no not really.

CPI Security system installed in home has not worked for well over a year. They have null and voided contract.Cant get supervisor to return call.FRAUDHave spoken with Technician, [redacted] Quality Control, [redacted], [redacted] again, [redacted]. [redacted] is supposed Customer care Supervisor and she reports to no one else. I kept pressing this and they gave me [redacted].I have it written down by technician all that has been wrong with my CPI Security system for over a year. I won't bore you with details prior to that however to say it has been a mess for over two years previously because of a technician putting keypad in middle of family room and not where it was supposed to be CPI was to give me three months free service. NEver done in 2014. Today's issues...I called four weeks prior to get a technician to come and repair lamp modules and smoke detector upstairs and have a camera put outside. IT would take until February 12th over a month later than the date I called. When [redacted] arrived he noticed right away video was not working at all in house; lamp modules not working, both smoke detectors were not working, glass break modules in all rooms were not working, secondary keypad not working, nothing was working. When I requested he write this all down he did and I provided this to [redacted] Quality Control and have a copy for my purposes. [redacted] said he was only Quality Control from Mebane to coast so give him a week. I am still waiting, until today, when [redacted] told me he does not have to call me back. I have received thank you calls for upgrading my system, a thank you note from [redacted] for upgrading my system. I have told everyone whom I have spoken with I did not upgrade the system the entire system has been broken from what I can tell when they initially installed this supposed security system.I have left my phone numbers with everyone I have spoken with yet I can not get "THE" supervisor [redacted] to call me before she leaves for three days. No one cares. I did not get my three months free from the original problems of them putting holes in my wall. Now I am told [redacted] will approve six months credit but I am due for well over a year. This is FRAUD to the consumer. CPI fraudulently sets up systems never watches them and the safe security system you may think you have is never monitored. All the complaints I have read which are numerous with a grade of 1.9 relate to the poor customer service and the systems. I have been trying to get this straightened out since February 12,1016 and before but they were too busy. I want this system removed and all holes patched. I want a complete refund from CPI. They null and voided the contract and should be held accountable. I was relying on this system for immediate response for fire, medical and police. Thank goodness I have two large dogs. Lamp modules still do not work, keypad is set in programming mode for [redacted] Quality Control, left it this way. Apparently, customers do not matter to CPI the have customer service people who are not customer driven but tell you what you have done wrong.WHen the Revdex.com sees the customer ratings of 1.9 for CPI how do you give it an At rating? THis should go to a consumer alert team and should be reported to the Attorney Generals office for FRAUD! Having and paying for a security system at $49.95 a month for no service. I was warned not to call 800 number in Charlotte as I would get no where. It was true what the CPI individual told me. I do have all the problems written down by the technician who was reluctant to write it for me but he did. He was professional and he and [redacted] said CPI has to make this right for me. Getting anyone's attention at CPI is worse than pulling teeth. They are horrific in my opinion! Let's see if [redacted] calls back. Its doubtful. [redacted] probably has done nothing with my concerns! Payment every month through access. $49.99 plus taxes, etc.Desired SettlementA total refund since installation of this supposed "security system" I will go elsewhere. Removal of all equipment and holes and paint repaired by a contractor of my choice. CPI null and voided contract by not providing me what they said they would provide in the contract. One month of Verizon since they sent over 50 messages regarding the system which put me in an overage on my Verizon account. This system is still not working as of this date. They owe me well over a year plus three months. Since installation I do not believe I have had a security system that has been up and running and reliable. Please advise if I should go to the media troubleshooters and make this known to many thousands of CPI customers. THIs supposed customer care "person" has left a note in file she would give me six months credit. She certainly does not have customers in mind. Its all about saving the buck. She gives a very bad name to customer service but then again does she get a percentage of what she saves CPI? Her reps have said this is all she will give me so it doesn't matter if I talk to her. This is Ludicrous I deserve more than the above for the stress and undue emotional strain CPI and their reps have done to me. Mr. [redacted] should call me immediately.Business Response Dear Ms. [redacted] Thank you for your assistance in forwarding the complaint submitted by Ms. [redacted]. We have researched all items outlined in Ms. [redacted]'s correspondence and determined the following: 1) February 12, 2016 A CPI certified technician performed an upgrade to Ms. [redacted]'s system. During this upgrade appointment the technician determined Ms. [redacted]'s CPI cameras were not online due to a change in her internet provider. The technician rectified all service issues and performed the upgrade. 2) Ms. [redacted] allowed the technician to perform the work to repair existing devices attached to the system and The technician left Ms. [redacted] with an upgraded fully functioning system at no cost. 3) Shortly after the technician's completion of work on 2/12, Ms. [redacted] sent an email to our office claiming fraud due to the 3 items in need of repair in her home. Additionally, she claims she did not receive all items associated with her initial contract, however, our records indicate all items were received. Ms. [redacted] executed a contract confirming the same. 4) As an act of goodwill we agreed to issue a six month credit to Ms. [redacted]'s account. Ms. [redacted] refused the offer and demanded 12 months or more of credit. 5) Given the items in need of repair or replacement were not reported to CPI prior to the phone call which prompted the most recent service appointment, along with the fact that Ms. [redacted] still had a functioning system, capable of reporting emergencies to our 24 hour monitoring station; CPI feels the offer to credit six month is feasible. 6) we have agreed to release Ms. [redacted] from the remainder of her contract term as a good will gesture per her request as well. Although we'd like the opportunity to continue protecting her home and family. CPI feels we have acted ethically during this process and we look forward to resolving this matter in an amicable fashion. Please feel free to contact me directly should you require further assistance regarding this matter. Sincerely,

The service that was supposed to be done was left undone after being in my house for five hours, causing phone and internet service to shut down, alsoI ordered an upgrade to my alarm system which I couldn't get due to not enough coverage on my house, so I told the technician that it was OK, I will buy me a camera for my property. He left and went to his truck and then came back and told me that he needed to change my communication from them to my cell phone which I agreed. I asked him how long will it take and he said only a few minutes. This was about 8:35am. After about 10:00 I started pacing the floor because I was wondering what was taking him so long and I asked him how long will it be before he finished because I knew I had to go to check on my two clients before I went to my second job. He said it should only be a few more minutes. I then started to fix me breakfast after waiting another hour for him to finish. Around 11:15 and 11:30 I then realized that I won't going to make it to my first job so I continue to wait until bout 12:30 and I informed him that I had to be at my second job at 3:00 and it's a hour away from home, so you need to be wrapping things up. I then went in to take a shower which I felt so uncomfortable with a stranger in my house that I called my husband and informed him what was going on. He told me to tell him that he needed to do something because I had to go to work and we are not leaving no stranger in our house. At this time the technician realized that he had done something wrong because I didn't have any phone or internet service, so he stated that he didn't know what to do. At this time it was 1:20 pm and I told him I had to go to work so he left. As of right now Nov.3, 2015 10:40 pm I still does not have phone, internet, or security service.Desired SettlementMoney that I lost from my part-time job, money that I lost from not being able to use my phone or internet, and for sufferingBusiness Response /[redacted]/Dear Revdex.com; Thank you for your assistance in forwarding the complaint submitted by Mrs. [redacted]. Researching the items outlined in the complaint and her account we found that Mrs. [redacted] spoke with a member of management on November 3rd, 2014 and voiced her concerns mentioned in this complaint. In response to the issues surrounding the installation we offered to protect her home and family at no cost for the next 5 months. Mrs. [redacted] accepted the offer and the credits have been applied. We are thankful to have Mrs. [redacted] as a customer and apologize for the inconvenience this has caused. Please feel free to contact me if you have any questions or need anything further. Thank you, [redacted]CPI Security, Quality Assurance SupervisorX-XXX-XXX-XXXX ext. [redacted]

Have been trying to cancel monitoring service for at least 6 months.I first contacted CPI about canceling monitoring service for a house that I no longer owned in June/July of 2015. My contract with CPI had expired so this was not an issue. I was told that I had to submit the request for termination in writing. I created a document requesting termination I noticed that funds were still be drafted out of my account a month or so later, contacted CPI again and was told that the request was not honored as it did not contain my signature. Next I submitted a signed scanned version and was told that everything was OK. A few months passed [redacted] again I noted money was still being drafted. Again, I contacted CPI and was told that they had no record om my request for termination. Once more I sent the signed scanned letter as well as earlier email documentation, and was told that service would be discontinued and that money would be refunded. Just recently some 6 months after my initial contact I received a bill from CPI for monitoring service. I again contacted CPI and was told that I needed to submit my earlier correspondence to them. Each time I have dealt with a different customer service representative, turn over seem to high, and record keeping extremely poor. I am escalating this to the Revdex.com in hopes of finally getting some resolution. I am also looking for contact details for CPI management in order to express my displeasure.Desired SettlementI just want them to terminate the service once and for all, apologize for their extremely poor management of this issue and leave me the [redacted] aloneBusiness Response Dear Revdex.com Thank you for your assistance in forwarding the complaint submitted by Mr. [redacted]. We have researched the items Mr. [redacted] outlines in his complaint and determined the following:Mr. [redacted]'s initial request to cancel was received verbally in June 2015. Per the executed agreement between CPI and Mr. [redacted] a sixty day written notice requesting cancellation of service must be received prior to termination of an account. We verbally advised Mr. [redacted] of the need for the written notice during our phone conversation in June 2015 as well. This process allows for customers to provide ample notice before monitoring service is terminated and allows CPI staff sufficient time to process the cancellation request. Mr. [redacted] continued to be billed as his written notice to cancel was not received until December 2015. Nevertheless, as an act of goodwill, we have waived all past due fees associated with Mr. [redacted]'s account. There is currently a 0 balance due to CPI. CPI feels the above actions satisfies Mr. [redacted]'s complaint. Please feel free to contact me directly should you require further assistance regarding this matter. Sincerely, Consumer Response This is a satisfactory solution. Final Consumer Response

I have been trying to discontinue my service for over 2 week to no avail. I have been trying to discontinue my service since August 20st, 2015. During my first call, I was put on hold for over 10 minutes to be told that I would need to send request in writing; however, since I complained about the hold time just to be told this, the representative said that he would send a template to my e-mail address and all I had to do was send it back to them. No e-mail was sent. I then called a couple of days later, expalained the situation. The rep that I spoke to was not able to assist as she was in a different department. Asked to speak to a manager is the customer support department. She was unable to get one-stated I would have to go into the qeue. Told her that I didn't want to wait to be given the same instructions. She provdided me with a fax number to send my letter to. Sent letter on the 23rd (have fax confirmation). I called again on the 29th to see if letter was received. They "did not get the fax". Had to wait on hold for over 10 minutes and spoke to Tonya who assured me that if I sent it to her attention that she would take care of it. Faxed letter on the 30th. Called on 9/2/15 to see if received- no documentation in the system. Asked to speak to manager- one could not be reached. Currently on hold for over 15 minutes. Service was supposed to be discontinued on the 31st.Desired SettlementWould like contact from the company as well as written letter stating the amount that will be refunded to my account.Final Consumer Response /[redacted]/Thank you for a quick response.I just received a call back from a manager at CPI. They have documented my termination letter and discontinued the service.Thanks again,[redacted]

Found CPI not aware house was not being monitored BY THEM.
Have had CPI for past 10+ years. Had been living under the impression house was being monitored 24/7 as they advertise and had been reassured. Recently changed my phone line to VOIP and disconnected from AT&T (land line). After a week or so of being switched tested system by triggering alarm. No action by CPI.
Called to inquire why I had not been contacted by CPI with regards to my alarm. Was told they did not know alarm was tripped! Was transferred to speak to a person in their technical department. Gentleman could not understand why their system did not pick up on when phone line communication was cut. Offered to have supervisor call me the next day. Next day came and went.
Called the following day to cancel service. Was again apologized to and did not understand why "someone" did not call me as noted. Again reassured this would/ could never happen again if I updated to their cell service. I asked the person with all the reassurance I had been given in regards to my home security being so closely monitored in terms of phone rely how almost two weeks can go by and nobody notice until tested the system. No answer. Again reassured security of my home is their top priority.
End of story, have canceled CPI service of my home as "going forward" my monthly service would increase AND I would have to sign a 39 month contract. Pathetic company with pathetic customer service. Have zero trust in this company. Seemed to be more in need to keeping the money stream flowing to them with no accountability in NOT PROVIDING MONITORING AND BEING PAID FOR IT.
Suggestion if considering CPI.., TEST THEM FREQUENTLY or look into other company as am I. I can only be thankful I was not under contract with them when this all happened as I can only imagine their BS process and threats of penalties I would have had to endure.

Cancelation of CPI contract as I am moving to a city outside of CPI's service area. I relocated to Durham, NC in May 2013 to complete a 2 year university program. I am a renter and I had CPI security installed into the rental property. When the subcontractor arrived I was surprised, there was not a detailed discussion regarding CPI services, as I had previously experienced with ADT. Our only discussion was regarding hardware options and locations. During instilation I signed the form which I belived allowed the contractor to install the hardware. I am a newlywed and with the completion of my program in a few weeks, I will be moving to the greater Washington, DC area where my husband is a civilian employee of the Department of Defense. When I contacted CPI a few weeks ago to see about tranfering my serive to the greater Washington, DC area I was informed they do NOT service the area, and thus I would have to pay $1000+ for the remaining 36+ months on my contract. This was the first I heard of a contract and the cancellation clause. I only planned to live here for 25 months and thus would never have knowingly signed a 5 year contract. I asked for the representative I spoke to, [redacted] CFL Representative to send me a copy of the contract. She emailed me a copy, and I cannot read the fine print on this copy where I suppose the details of this contract are outlined.Desired SettlementI request contract termination without further expense. CPI does not service the area of my new residence. I am appauled by this practice. Prior to learning these details I was very pleased with CPI, and I was prepared to continue my service with them, not out of obligation of this "contract", but because I was pleased with their service. Business Response /[redacted]/Dear Revdex.com Thank you for your assistance in forwarding the complaint submitted by Ms. [redacted]. We have researched the items outlined in her correspondence and determined the following: 1) June 10, 2013 Ms. [redacted] executed a sixty month agreement with CPI. In exchange for the agreement CPI provided close to $1800 in equipment at a reduced cost of just $299. We also waived the installation and labor costs associated with the installation. CPI and Ms. [redacted] both executed the agreement acknowledging the terms and conditions. 2) June 2015 ( 24 months into 60 month term), Ms. [redacted] contacted our office to advise of an upcoming move. Ms. [redacted] was informed of the options listed on her agreement regarding relocation. a) As an act of goodwill, We extended an offer to Ms. [redacted] to adjust the initial agreement term to 39 months and factor in the time she has fulfilled.This offer afforded Ms. [redacted] an $824 savings on her early termination fee. A final payment in the amount of $498.23 will be required to satisfactorily close the account. CPI feels we have acted ethically and within our contractual agreement with Ms. [redacted] during this process. We look forward to resolving this matter in an amicable fashion. Please feel free to contact me directly should you require further assistance in this matter. sincerely, Consumer Response /[redacted]/I appreciate your efforts and I can agree to the decreased payment of $498.23. However, I do not believe I could ever patronize CPI again. Final Consumer Response /[redacted]/