Johanna Finkelstein, Attorney at Law

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 ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it

Dear Revdex.com Thank you for your assistance in forwarding the complaint submitted by Mr. [redacted]. We have been in contact with Mr. [redacted]. We obtained the billing information he references in his account. Mr. [redacted]'s account is now updated and no further information is required at this time. We...

sincerely apologize for any inconvenience Mr. [redacted] has experienced during this process. Given our actions above, we consider this matter resolved. Please feel free to contact me directly should you require further assistance.  Sincerely,  Kelley P[redacted] Call Center Director [redacted]

I did not suggest, nor intervene between CPI's contract negotiations with the new homeowner. Furthermore, the underlying fact of the issue lies in the following two points:1. CPI's agreement reads, "For relocations, please visit www.cpisecurity.com." There is no relocation policy when I visit that website.2. CPI has yet to prove that a relocation policy appeared on my computer screen when I visited the above website. Thank You

Initial Business Response /* (1000, 5, 2016/11/29) */
Dear Revdex.com Complaint Team;
Thank you for forwarding the complaint submitted by [redacted] Upon review of the [redacted] account we have found that service was initiated upon installation of the system at [redacted]. [redacted]accepted...

a reduced agreement term of 60 months to just 39 months, in exchange we discounted the installation and equipment from $1,777 to $99 out of pocket.
On May 2, 2014 she contacted our relocation team and initiated a transfer of service to [redacted]. On June 28, 2014 we completed the installation of the new system for and for a new agreement of 60 months we installed the system for $99 out of pocket. In exchange for the transfer of service to her new home we also terminated her [redacted] agreement, which had 17 months remaining at the time, with no termination fees.
On September 20, 2016 [redacted]once again spoke with our relocation team informing us she was moving and needed to terminate services. She refused to discuss her options pertaining to the cancellation and the 34 months remaining on the agreement. On this day we provided a copy of her agreement (the original copy is a 3 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 21 months from the remaining 34 months. This significantly reduced the default fee (75% of 34 months at $49.99 monthly rate) from $1,274.75 to just $487.40. Her cancellation letter was received on the same day and her last draft was September 20, 2016. [redacted]s balance remains $412.39.
CPI Security feels the above offer is feasible for all involved parties. We look forward to an expeditious solution to this matter.
Please feel free to contact me directly with further questions or concerns.
Sincerely,
Jillian S[redacted]
CPI Security, Quality Assurance Supervisor
[redacted], extension 6280

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:
1. To this date, December 5, 2016 I have not received a contract from CPI. I was NEVER given a contract when services were installed at [redacted] or after they were transferred to [redacted]. Since the issue over cancellation arose I have twice (2) requested a copy of the contract where CPI said I signed up for 72 months.
2. The only paperwork I have is a copy of the installation at [redacted] and a copy of same for [redacted].
3. When I called to transfer services to [redacted]. I was told that an entirely new contract was started. I argued then that this was a transfer, not a new service. I was told that is their policy which obviously benefits them.
4. When I called to cancel services due to leasing of my condo I was at that time told I owed an additional $600 and sum monies to cover a 72 month contract. I asked for a copy of the contract. I never received same. I NEVER received a 3 part carbon copy of anything. I did receive a paper with no heading whatsoever, with numbers 1 through 28 talking about installation and liabilities of the company. Nothing on this paper shows it is a contract, nothing with my name, address or signature. Additionally, the installer's NEVER left any contract with me, they told me it would be forthcoming in the mail.
5. Not long after the first installation my bill went from $45.99 to 49.99 per month with any notice via mail, phone, email or text. I only learned of the increase when reviewing my bank statement as all payment were made by debit from my bank.
6. Never at anytime did I refuse to discuss my options. There were no options given. I was explicitly stated that I owe them first $600 and sum dollars now $412.39.
7. I am 72 years old. I have never signed any contract for 72 months, other than for a house I bought years ago.
8. I do not feel I owe CPI any monies. I have paid for services faithfully since September of 2012.

Final Business Response /* (4000, 9, 2016/12/13) */
Thank you for the additional information provided by [redacted]
Please be aware that CPI Security does not offer a 72 month agreement term. Ms. [redacted] first location was 39 months and that was terminated at no cost to her, with 17 months remaining on the agreement, since she was transferring/initiating service at a new location.
Ms. [redacted] second installation was a commitment of 60 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 necessary. The installer then leaves the bottom (1 pink legal size paper) copy with the client and takes the other two copies to our corporate office. We have provided copies of the front and back of the agreement to Ms. [redacted] and will mail them again, to the address attached to this complaint ([redacted], [redacted], 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. [redacted] has endured in relation to her move and cancellation of service.
CPI Security feels the offer to reduce the agreement from 60 months to 39 months, therefore removing 21 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[redacted]
CPI Security, Quality Assurance Supervisor
[redacted], extension 6280

Dear Revdex.com Thank you for your assistance in forwarding the complaint submitted by Mr. [redacted]. We have reviewed Mr. [redacted]'s account and the concerns he outlines in the above correspondence. We have determined the following: 1) December 23, 2014 an agreement for a thirty nine month period was...

executed by Mr. [redacted] and CPI Security. The agreement allowed for equipment and installation valued at over $1800. Mr. [redacted] paid a $99 fee in exchange for the equipment. At this time he also agreed to satisfy a minimum thirty nine month term. Mr. [redacted] by executing the agreement and allowing the CPI installer to complete the installation agreed to the terms and conditions outlined in the agreement. He subsequently paid for monthly service further demonstrating his agreement to the terms and conditions of the mutually binding agreement with CPI Security. 2) June 2016, Mr. [redacted] phoned our office to inform of an upcoming move outside of CPI coverage area. We informed of all options associated with our relocation program. Mr. [redacted] was notified of the early termination fee associated with his agreement, along with the option of including his agreement for service in the purchase agreement for his home. Mr. [redacted] suggested that he would include the system in the listing of the home. We provided information for the realtor and new homeowner to contact us once they were prepared to resume CPI services. 3)July 2016, Mr. [redacted] phoned our office and was informed again of the relocation program options. He informed us of the name of the new homeowner. During this call he was also informed that we would work with the buyers to resume service, however, if they did not resume service, an early termination fee of $787 would apply. During a subsequent call on 7/21/16, Mr. [redacted] advised us that he learned the buyers were not interested in resuming service. He was notified of the early termination fee associated with his remaining agreement terms. 4) September 2016, post our verbal notification to Mr. [redacted] relocation options, we processed a final bill for the terms remaining on the agreement. A payment of $701.42 was required at the time we processed the final bill. We have since however, offered a settlement of just $250. Mr. [redacted] and I have spoken on 3 occasions regarding his request for the remaining balance to be absolved. Taking into consideration the investment we made in Mr. [redacted]'s property and the fact that Mr. [redacted] and CPI executed a mutual agreement for a thirty nine month term, we feel our offer is very reasonable. In an effort to resolve this matter amicably, our offer extending a $451 discount remains. It is very much our intention to resolve this matter in an expeditious manner. Please feel free to contact me directly should you require further assistance regarding this matter.  Sincerely,  Kelley P[redacted] Call Center Director [redacted]

Dear Revdex.comThank you for your assistance in forwarding the complaint submitted by Mrs. [redacted]. We have researched the items outlined in her correspondence and determined the following:April 2016. CPI and Mr. [redacted] executed an agreement for installation and monitoring services. The agreement was...

for a period of sixty month. In exchange for the sixty month agreement CPI installed approximately $1900 in free equipment and waived all fees associated with installation. Post the execution of the agreement by both parties, CPI proceeded with installation and monitoring services. Upon completion of 17 months of the sixty month agreement, we received a call from Mr. [redacted] informing us of his intention to cancel service as he was looking to "cut costs". We informed Mr. [redacted] of the initial agreement terms and the early termination fee associated if he elected to move forward with cancelling the account in its entirety. Mr. [redacted] requested a copy of his agreement, which we provided. There has been no further communication since the request for a copy of the agreement. Given our arrangements to include free equipment, installation and the mutually binding agreement we executed with Mr. [redacted], CPI feels we have acted ethically and within our commitment to our customer. As an act of goodwill, we are extending a 3 month temporary rate of just $19.99 to aid in Mr. [redacted]'s goal of cutting costs. Should he elect to cancel service in its entirety, we are prepared to extend an additional 20% discount off the contracted early termination fee. We look forward to an expeditious and feasible resolution to this matter. Please contact me directly for further assistance.  Sincerely,  Kelley P[redacted] Call Center Director [redacted]

Dear Revdex.com Thank you for your assistance in forwarding the complaint submitted by Mr. [redacted]. We have researched the concerns Mr. [redacted] outlines in his complaint and determined the following: 1) September 2015, Mr. [redacted]s executed an agreement for security equipment and monitoring services...

with us. He agreed to our promotional offer at this time which included no cost for equipment and just a $99 installation fee. Mr. [redacted]'s in exchange received over $2000 in equipment and no labor fees associated with the installation of the security equipment for his business location. 2) February 2017, seventeen months post the initial execution of the agreement, Mr. [redacted]s contacted our call center to inform his business is closing and requested cancellation of services. We attempted to offer Mr. [redacted]s an amicable solution by reducing his agreement terms from the sixty months he executed initially, to our minimum term of just 39 months. The reduction allowed for an almost 50% savings off Mr. [redacted]s' contracted early  termination fee. 3) In an effort to resolve this matter in an amicable fashion, CPI is willing to accept $825 as a final payment to resolve the remainder of Mr. [redacted]'s contract term. CPI feels given the investment in equipment, installation and labor that we extended at the onset of service, in addition to Mr. [redacted]s contractual commitment, that our offer is feasible for all involved parties. Please feel free to contact me directly should you require further assistance regarding this matter.   Sincerely, Kelley P[redacted] Call Center Director [redacted]

Initial Business Response /* (1000, 11, 2015/08/18) */
Dear Revdex.com
Thank you for your assistance in forwarding the complaint submitted by Mrs. [redacted].
We have been in contact with Mrs. [redacted] regarding her service concerns and have since visited the home and conducted necessary repairs without...

costs to Mrs. [redacted]. 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. [redacted] and her family.
Please feel free to contact me directly
should you require further assistance in this matter.
Sincerely,
Kelley P[redacted]
Customer Care Manager

Dear Revdex.com, Thank you for your assistance in forwarding the complaint submitted by Ms. [redacted]. We have been in contact with Ms. [redacted] and resolved her concerns surrounding the  functionality of the thermostat we installed in her home. A technician visited the site on 12/15/16 and resolved the...

concerns. Additionally, I personally spoke with Ms. [redacted] and determined the service concerns were resolved during our visit to her home. A 3 month credit was applied to Ms. [redacted]'s account to aid in any inconveniences she experienced during this process. Please feel free to contact me directly should you require further assistance with this matter.  Sincerely,  Kelley P[redacted] Call Center Director [redacted]

Dear Revdex.com, Thank you for your assistance in forwarding the complaint submitted by Mr. [redacted]. We apologize for any inconvenience Mr. [redacted] experienced during the process of his refund request. It was never our intention to not return Mr. [redacted]'s money. Our standard refund process is 7-10...

business days. Nevertheless, we have expedited Mr. [redacted]'s refund.  A refund transaction was placed on 10/27/17 in the amount of $79.00. The funds were returned to Mr. [redacted]'s credit card. We certainly hope to be able to restore Mr. [redacted]'s faith in CPI Security in the near future. Please feel free to contact me directly at [redacted] should you require further assistance regarding this matter. Sincerely,  Kelley P[redacted] Call Center Director