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ADT is one of the most well-known home security companies in the United States. They work with a variety of independent service providers that install and service ADT solutions across the US. In terms of getting the job done, ADT is one of the most trusted solutions and has the largest customer base of any home security company in the US. That said, over the years, newcomers have challenged ADT with upgraded equipment, more smart home features, and competitive pricing. ADT is still the biggest, but innovation is sure to challenge.
CPI Security is one of the largest security providers across the Southern US. They offer some benefits like free installation and customizable packages with additional smart home capabilities. That said, some customers have reported issues with the contract length, cancellation fees, and customer service. There are also reports of a lack of transparency.
We recently purchased our first home, and decided to go with ADT for security. Our technician, Donald K, did an excellent job installing our system, explaining everything, and ensuring we had the best system for our home. I felt as though he genuinely suggested the best options for us, based on what he would do if it were his own home. And to cap it off, he was super friendly.
Ask for Donald K!!!
***Other commenters mentioned a 3 yr contract, this is FALSE as the state of CA mandates that contracts max out at 2 yrs. The misconception is due to ADT's standard forms since the other 49 states don't have this state-imposed limitation, so the form states 3yrs. Donald crossed out the 3yrs on our form and had us initial by it. No big deal.
I would like to start by saying LUAY H. initial contact, follow-up, and customer services were impeccable. I was so impressed with the professional, quick, and easy set up that happened in my home on the follow-up visit. He was skilled, and neat in installing the cameras, ring doorbell, and updating my alarm system. Luay made me feel so comfortable with updating my system and adding the ring doorbell. The hard part should have been teaching me how to use the updated equipment, and he was so patient with helping me add the apps to my cell phone and how to work the additional equipment, which is no easy feat! I can only say that Luay who works for ADT made me feel safe, comfortable, educated, and confident with how to work my system. I recommend and hope other customers can get the same experience that I had with him because he made me a believer in ADT. Last but not least, I cannot stress how important customer services is to me and how imperative this job was to my family; to get my ADT system updated and working. I was on the edge with going with another company and because he was so REINSURING, HUMBLE, AND EXPLAIN how the different parts of ADT work he kept me wanting to continue being an ADT customer. Thank You LUAY... #yougotthejobdone!
I called ADT over a technical issue and was not in a very good mood. A very nice lady whose name was Sherry helped me and she was so kind even through my grumpiness. I wish all employees could be as nice as her and as patient. I would like to thank her, Sherry, for putting up with me and I apologize for venting my frustrations on her. After I hung up I realized how hard it is to be in customer service and to be able to maintain grace and dignity. Sherry was an excellent customer service employee and provided exemplary technical support.
They do good work. If you hate ADT it's because you purchased from an authorized dealer. Do not do that. Buy directly from a corporate representative. You pay a little more but the quality is so much greater.
Wow best customer service and user friendly security system ever! Thank you so much Luis Fajardo for going above and beyond, and giving me peace of mind! Thanks to you I will be referring friends and family to ADT. Thank you again your outstanding customer service and hard work....it does not go unnoticed!
Francisco did a great job. We have had ADT install systems in multiple homes and this was the most complete and professional install yet. Highly recommended
Okay, so, I just purchased my first home, and wanted an alarm to make myself and my wife feel safer. I was on my Bank of America credit card online account, and noticed that had a cash back deal for ADT, so I thought, great! Of course, it wasn't through ADT directly, it was through Protect Your Home, which is an authorized ADT retailer. I called the 1800 number and set up the appointment and was charged the $100 installation fee immediately (it's ok, I'm getting $100 cash back through BofA anyway). During the phone call, they upgrade my package to include 2 keypads, 2 keychains, and $700 in extras. I thought great! Fast forward to the day of the install, the guy showed up early (which was great, except we were having Fios and a new water heater installed at the same time, so him being early made it even more crazy!) Off the bat, I had kind of a negative reaction to him, because I told him Fios was here and they are installing a phone line for you to connect to. His response was, oh, we don't need that, everything is done wirelessly now! My first thought was great, but I'm also not an idiot. So, I said to him, great, as long as its the $27.99 that we agreed to. He told me it wasn't but we can talk about that, which I then replied that as long as its $27.99 that we agreed to, then we can talk. At that point, he drills a hole where the main keypad would go, took him a while (not his fault), and then installed the keypad. We then went over all of the windows and doors, and everything fancy thing they sell. They then quote you an absurd price if you install every gadget they sell, it came out to almost $6K! Of course, no one buys every gadget, so he then takes some of it out, and quotes me around $2500 for the installation. At this point, I was really upset, because I'm not paying that kind of money, that's absurd. So, little by little, you can reduce the pricing by getting the regular window/door senors instead of the better ones, get one keychain instead of 2, one motion sensor, etc. After spending 20 minutes trying to get the price down, it got down to a more reasonable $250. Again, I'm not stupid, I know they upsell, I kind of expected it, but do it in a ethical way! They also try to upsell hard on the Pulse $52.99 package, but as long as you keep saying no, they have to give you the basic $27.99 package. So, after he installed everything and tested it, he had me sign the contracts, sign here, initial here, etc. Everything was fine, except the next day, I was charged another $96 on top of the $250 charge that was for the additional sensors/keypads/etc, which I did not authorize! It turns out, in the contract (which they do not tell you), you are agreeing to pay a prorated amount of your current month + next month's amount, but not for the monthly rate you agreed to, but for the $52.99+tax, regardless of the monthly price you signed up for. It is actually written into the contract, and they conveniently skip over it. At this point, I've had enough and contact ADT customer service directly. They have been great, they refunded me the overcharge amount, and have guaranteed I will be billed $27.99 per month starting next month. So far, I am happy with ADT, but buyer beware, if you use protectyourhome, this is what will happen! This is how they make their money, they don't do it ethically, they overcharge and upsell and hope you don't notice. But if that happens to you, contact ADT directly, they will fix whatever you were overcharged.
This company is a scam. Plane and simple. ADT actually canceled my service because when ATT canceled its 2G network they could no longer get cellular service in my area. Now "Protect Your Home" attempting to extort $569 from me. Collection calls twice a day and hangs up when I answer. They only leave messages when I don't answer.
I've been shopping around for a Security system. These people call me Saturday morning, she asks my address and asks me to verify the last 4 of my SSN. I was like why do you need my SSN I just want to get information on packages and know what prices will be monthly. She said that they are offering $800 in free equipment and to go any farther they need the last 4 of my ssn to see what packages I'll qualify for. So I give it to her. Next thing out of her mouth is install dates. I say I'm not trying to install I wanna know what you offer and what the price is. She says again they give $800 free equipment. Mind you that include siren door sensors. So nothing extra literally make you get everything separate. So again i say that's not what I'm interested in. I want a quote for standard security 2 doors with a door keypad and a camera. She puts me on hold and her manager gets on the phone. He was SOOOOOOOO RUDE! mind you this whole time I'm just trying to get information. I ask him about the camera and he says yea we have everything if you dream it adt can do it. Then I say AGAIN I'm just looking for quotes. He tells me they don't do quotes I have to have an install and the tech goes over prices and packages! Wtf I'm not signing up for nothing without information. This guy wouldn't even tell me how much a camera was, or the service fee. SCAM! So then I say well I'll have to think about it I'm not trying to sign up for something I can't even get information on. Then he says well we already ran your credit.. WHAT THE ! Today (Sunday) credit karma alerts me of a hard credit check. These people are THE WORST!!! Beware go somewhere else do not even answer the phone. I'll be calling headquarters! When I say this guy was rude I mean it! He made me feel so dumb. I used to work customer service so it takes a lot for someone to make me feel stupid this guy was awful. Before he hung up on me he says you'll have to pay for all your equipment then. WTF!? Who are these people. STAY AWAY
Saw an offer through my bank (PNC) that would reimburse you for installation fee so thought to myself, "Why not!" When I initially spoke to the ADT rep, I told her my specific reason for an alarm was to have alarms on my door to notify me when open since I have little ones and an in ground pool in the backyard. She said, "Not a problem" and even threw in an extra door sensor to the "free" package. Fast forward to day of the technician coming out. We went over what I was getting (the basic package) and why I was getting it...door sensors for kiddos. He went around and installed the keypad, sensors, smoke detector, etc. He then spent the next THREE hours showing me every piece of equipment he had, why it was important I focus on security vs. just the door notifications, and tried to get me to sign an agreement over $10,000 for all the bells and whistles. Whenever I tried to stop him, he told me he was going to go over it anyways. He even had the balls to tell me that he "cared more about my family than I did" since I wasn't focused on security. WTF?! The next day, I noticed an $82 charge on my card that was explained to me was going to be the prorated for this month and next month's services. The contract amount was for $27.99/month so obviously $82 is way above contracted price + prorated amount. Needless to say, I called the company and CANCELLED everything and had them remove their sh*t from my house. I even forewarned them that the technician coming out better not try to waste my time convincing me otherwise. Of course, that in itself was a fiasco. Tech showed up 2 hours early when no one was home. I had to call the company and have them sent back at the appropriate time. They left my outlet covers off, drywall everywhere, and just ripped wires out of the wall. I would rather buy a SimpliSafe system with no monthly service fee than use ADT. It comes out way cheaper in the long run.
Please whatever you do, don't use this company or their services. Thankfully I had read the other peoples' comments on yelp before I committed to these folks. The reviews are really accurate, what other folks detailed below is exactly what happened to me. They promise to throw in a free this and a free that and charge you $90 or a $100 or something like that just to even make an appointment to come to your home. Then it's SO hard to get that money back, even when you cancel that appointment and go with a different more reliable company. I've used ADT previously, so it's not ADT that's a problem, it's just this "Protect Your Home" folks that are a problem. The manager actually yelled at me over the phone because I was trying to cancel the house visit appointment!
THIS COMPANY IS ATTEMPTING TO SCAM ME. I have never signed up for their services. They are attempting to collect money from me, including calls up to twice a day from multiple numbers. Please avoid this company at all costs!!!!
If I could I would give it a lower star. everything said in previous comments related to scam is true. I wish I had looked at Yelp comments before buying the package with Protect Your Home to get ADT system. Promises of free installation and $100 gift cards did not happen. At installation I was given an estimate of over 5K for equipment (off course they tell you this after installing the monitor on the wall). When rejected they brought it to over $150. so disappointed.
If there are any negative star, I would happy to do so. It is a big scam. They will put holes in your house and then ask for get more stuff for paying a high amount. If you don't take those stuff then they need to take system out and it will leave patches in your house. The other thing is it is not 27.99 per month. You will end up paying 52.99 per month with them.
I strongly urge to avoid this company.
Garbage service. NEVER use them.
They do nothing, charge a premium for service and are slow to call you back about any issues ... yet quick to install and leave you with a trashy system.
Do not use this company. There was to be no installation fee. It was suppose to $27.99 month.I had charges placed on my credit card without my knowledge. I was suppose to get a $100 gift card. Did not happen. I don't know how they get positive feed back, because there is nothing positive about this company. I can't stress it enough do not use this company or you will be burned.
I did not sign up with them as they force you to pay $99-first to schedule the first appointment. I asked if it's refundable and if so, where can I see that refund policy in writing. They said they don't have it. That was the deal breaker for me. I understand the people on the phone don't control that. Normally, I'd give 3 stars if that were it. But 2 things from the experience I had on the phone with them made this a 1 star review.
To be clear, Protect Your Home is a 3rd party company separate from ADT. They also send out 3rd party technicians - not ADT technicians. So your relationship and payments are handled with Protect Your Home. NOT ADT. This is a common business operation, but from reading other reviews this seems to be a big part of the problem.
My experience - The first person I spoke with was nice, but before answering my question on if there was a refund policy in writing on the $99-first appointment booking fee she sneakily ran my credit without being clear she was about to do that and without my permission.
After telling her that me not being able to see the refund policy in writing was a deal breaker, she put me on with a manager to try and help. He initially jumped on, was nice, asked me why I was calling in, and then offered me a better deal on the service. He never acknowledged my only, primary concern. So I told him what my concern was and I explained I had a "rip off" experience in a similar type of deal with another big company before. He continued replying only by basically just verbally promising that won't happen and that there was no way to get that refund policy in writing to me. Which I accept from him, no worries there. But he continued to try and "save the deal" even though it was dead for the reason I clearly explained to him. The call wrapped up by him continuing to try and speak over me. As well as spoke to me condescendingly towards the end. Which confirmed what other reviews said about how they are only focused on closing for the appointment regardless of the customer's concerns.
Things that they say to be aware of when they try to overcome your objections:
- "By saying how ADT is a huge, great company. And how THEY would never do that." But THEY (Protect Your Home) aren't ADT
- "We have been in business for a long time, we wouldn't be in business if we lied." This doesn't make sense as you can be in business and still lie - just look at Time Warner Cable. Also, for them it's stupid to say because of all the bad reviews they have on Yelp and other websites.
- "We will send you that language after we run your card." This doesn't make sense and is what the last rip off experience company I had said.
I'm going to try and work with ADT directly. I would recommend that for others too. Hope this helps.
For the short answer: DO NOT USE THIS COMPANY FOR YOUR SECURITY SYSTEM!
1. We were told it would be only 27.99 per month for service
2. Was only suppose to have a installer come out to see if previous alarm system in home was able to be "taken over"
3. Installer who came our said out previous system was being ran through a telephone line and not cellularly (we were under impression that previous system was cellular)
4. Installer said it would be 47.99 for cellular system
5. We told installer would have to think about it since we were told differently prior
6. installer became angered and irate and said "this is how i make my paycheck" and it would only take an hour
7. Finally we just went ahead and decided to get the system installed that day.
8. After a 3 HOUR installation the installer tells me its going to be 52.99 for the service with taxes (which doesn't add up in my area)
9. We were suppose to get $1,800 in free equipment, after installation the installer told me he had used up all the credit but could not explain how it added up to $1,800 with what he installed that was not able to be "taken over"
10. He went over the contracts and everything and said i had 3 days to cancel with no questions asked. Also 2 hours after leaving the system did not work and had to call to troubleshoot.
11. The next day I called to cancel the old security system, in the middle of canceling i asked the agent to double check what type of system we had through them and she said cellular.
12. At this point i realized the installed was a misleading liar who came into my house lied to my face and said we had a different system to get us to pay more per month.
13. That same day i called to defenders and told them to cancel the contract - the representative said i will get a call from their loyalty department to get everything taken care of.
14. The system continued to not work for the duration of the time we had it and i was told a technician would come out to troubleshoot but nobody ever did
15. on the 5th day after installation i finally got a call from loyalty department and the lady had the nerve to tell me she could not cancel since it was beyond 3 days when i had called in the day after install to cancel
16. After 2 WEEKS for talking to multiple departments and getting the run around, a person with common sense at this company decided to cancel the contract since i called day after but was not helped properly.
17. Its now been 3 weeks since cancelling and I still have not received my refund for installation. every time i call they say should be done in 3-5 business days
Well see how long this goes, but hopefully this draws attention and the people who have appointments for defenders to come do a installation this otherwise now. Really shocked that ADT partners with a company like this, we have since went back to out old security system through MONI
Worst company and service in my lifetime. They mislead you into a contract. Sell you unnessary equipment and do not account them correctly. Even if you return the equipment they do not document and do not pay you back. They do not provide you copy of your updated agreement. Would not give you any confirmation on the equipment they take back. Later on you are batteling between them and ADT. ADT another horrible company doesn't keep the contracts updated and ask you to follow up with them and they keep charging you unfairly. Please say no to these kind of business does. Horrible people and company.
It's not a surprise to see 1 star reviews here. I was researching ADT authorized dealers and I responded to one of their flyers and gave them a call. For a start, they only offer a handful of wireless sensors and the rest are wired. Even worse, before signing anything I was asked for credit card details prior to someone coming out for an appraisal. I did this and then 15 minutes changed my mind and went with American Home Alarms (5-star reviews). After calling to cancel and get a refund of the installation fee I was told it would take 15-30 days. Err, for no services rendered I have to stand out of my $100 so you can hold onto it? Unacceptable business practice. I then called my credit card company, filed a false charge, got a refund and then blocked them from ever charging anything again. Bye bye.
False advertising. You will never get the monthly rate promised, you will not get all equipment promised. Don't do it. The only saving grace is that you have 3 days to cancel which I am doing.
DO NOT USE THIS COMPANY!!!
When I decided to install an ADT system for a house I was selling (yes selling!) I hired this company unbeknownst to me that they were a 3rd party alarm install company. I clearly told them I was selling house (they saw sign out front) & I asked them if I can transfer contract over to new owner without getting charged penalties; early termination fees, etc. & they said YES (of course I didn't read their multi page terms & conditions lol). Fast forward a year later... house is sold, I successfully transferred ADT account & guess who calls me? A Protect Your Home rep barking I now owe $720 because I cancelled my contract!!
I called ADT & they said since I hired that company they have no control over what fees PYH charges.
People just install a DYI alarm system like SimpliSafe & call it a day... $15 a month & no contract!!!!!
this is the worst company I've ever had to deal with.. I canceled after the first day. This company is so unprofessional. Its been more then a month since they received back their equipment and they still won't refund me the money.
the said their employee forgot to tell them that he took the equipment back, they said they would fix it .. i called again today ( a week later) and they still haven't had fixed the issue with their employee. They owe me $400.00 and they want me to wait ANOTHER two weeks to see a refund...
this company wants to take your money and they want to con you....
please stay away from this horrible company and their awful customer service!
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I had a great experience with CPI. The installation of my security system went great. Our technician Xavier Guevara was very helpful and walked us through everything that was set up and made sure we understood everything and how to operate the system. He was very professional and had a great personality. Thanks so much!View More Reviews
I had Abraham come out yesterday to resolve a camera issue. He took care of it perfectly. Very professional, friendly, and checked the entire system while he was out. And I had to make him wait for me to arrive at my home. He is kind of employee I would want representing my company and working for me.
CPI install was an excellent experience. Our tech Xavier Guevara was patient with my husband, myself and our sons. We are very pleased! Thank you so much for keeping our family safe.
Josh Langley was very professional and personable! He came to our home on very short notice to show us all CPI had to offer. We had a lot of questions about the system and the security of our home and safety of our family. He made sure to answer all of our questions and gave us huge piece of mind! He even checked up on us several times to make sure we understood the system and to see if we had any problems or questions. We surely made a new friend after all of this was completed. I highly recommend giving Josh a call and setting up a consultation. He is the best with no high pressure sales tactics!
Damon Austin was a wonderful technician. He was very knowledgeable of the product. He was extremely helpful in his advice on where to put my 2 window sensors to get the best use of them and where to put the doorbell camera. I know this is only my first day but his friendliness and expertise made me feel like a made a good decision on my change from ADT to CPI
I love CPI! They're so helpful! I love how safe I feel with my new security system and I can even monitor my dogs while I'm at work. The system is amazing and the staff is so helpful!
We love CPI Security! It's the best system out there, it's user friendly, and IT'S AFFORDABLE! The two times our alarm has been triggered (both accidents) the response was prompt and efficient. The app is incredibly user friendly and has come in handy on more than one occasion. We are thankful Dugan Meredith knocked on our door.
We love our CPI system! It's a user friendly system and so far we haven't had any issues. We had a very courteous and professional installation and the customer service team who confirmed our setup was just as wonderful. We've had the system since July 2016 and haven't had any issues to date. Thanks!
The process for getting this system installed was fantastic and the tech was very patient while we discussed placement of everything while he was here. I'm VERY excited about our new doorbell monitor!!!!
I am so disappointed with this company.
We are trying to install our home security system with them. So I called to a guy from the sales department, he was very nice and helpful when he tried to sell me the package. He wanted to sign up the contract right away to lock the price. I told him I would still like to shop around before making decision. He promised me that he can refund me the fee if I decide not to use their service as long as it's before the installation. I agreed so made the payment. The next day I called back and wanted to get my refund because we have decided wait until we get in the house first before picking out a system. It was the same guy answer the phone, when he heard that I was calling to get the refund, he started talking really rude immediately! He even tried to hang up on me before we got everything settled. He told me the refund request has been processed. Now it has been over 10 days and I didn't see any refund in my bank account! I will call them one more time, if they are not going to solve this issue, I will just call my bank to dispute the transaction.
I will definitely not use this company and wouldn't recommend to anyone! The worst customer service ever!
We had a good run. We were loyal and happy CPI customers for more than 12 years. Our system konked out on us about 8 months ago in our home in NC. They talked us into upgrading our system to a newer model since the old one was apparently no longer supported. We got good service from them in every case (hence the extra star), but then we decided to move to GA.
That's when the trouble started. They wanted several hundred dollars to transfer our system to GA. After being loyal customers of CPI for so long, I couldn't fathom why they wouldn't want our continued business in our new home. But apparently they didn't, as I never talked them out of the "moving house" penalty fee.
I told them I would continue to pay our monthly service fee until our financial obligation was fulfilled. Since we went with a non-contracting company (I've had it with contracts) here, I certainly recognize that we owe them for the equipment we left behind in the old house.
So they sent me a bill for the remainder of our contract... and apparently they wanted it all at once. When I made my next monthly payment, they hit me with a late charge. I called their billing department and a very nice person there was willing to remove the late charge and let me pay it off at something like twice our previous monthly billing amount. BUT they were going to still charge me a late charge every month and he promised to remove it every month.
That's just too risky. I just paid them their dirty money and got out.
But I'll never use CPI again.
Worst security system ever.
They put you in 5 years contract before you knowing that. Even if you ask them they will deny it but they will put you in 5 years contract regardless of you selling the house or moving out.
Their sales people are dishonest and all they think is their commission.
Think twice before falling for their rootless deals.
Absolutely the worst decision I ever made for home security. After being a valued customer of 15 years and wanting to leave. You have to give your 'first born' to get out of the contract. Cheap equipment added to it makes me furious. They would rather charge me for the next 16 months than make me happy, after 15 years of service. Other providers don't lock you in for 60-months. Hats off the salesman in 2014 that steam rollered over the fine print!
Stay away from CPI and their contracts. While the system is great the customer service is awful. We are being relocated due to my job. CPI tried to get us to sign the new hone owners up...not. Since we will not they are sticking us with a $900 charge after a year and a half. Avoid them!
I'm writing this review because in this day and age customer service is no longer customer service, but instead we should called it "company is always right service"and this company is a prime example of that. Their lack of concern, let alone their lack of recognizing their wrongs is exactly why the customer service industry is looked upon the way it is.
The worst customer service experience I never expected. My sister is the homeowner of the house I live in. We called to set up a security system and they waived the install fee and gave us a pretty good price. Once we told them we aren't the homeowner, the package changed and became more expensive with less security. I called my sister, who lives out of the country to see if she could set it up for us. Of course she agreed, got a contract drawn up and she sent it over for me to look at. She schedule a day for them to come set up, but we rescheduled 3 days away from the original date and made some changes to the contract. So they were suppose to come on a Thursday we reschedule on the Tuesday before that for them to come on Friday between 12-4pm.
They show up on Thursday morning as I'm leaving for work. I approach the vehicle to tell the techs we rescheduled, and if that's a problem I can call the office to confirm that we rescheduled for Friday 12-4pm. The tech irritably said he would take care of it. I said "Wonderful see you Friday 12pm." They show up Friday morning. Of course I'm not at home. Mind you, they said they would call before their arrival. Neither of the day's did I receive a phone call. My daughter who was home alone called me and said someone was ringing the bell and "banging on the door." I call CPI. They say they only see a reschedule for the morning nothing for the afternoon. I told them I don't know what more to do because obviously their lack of communication in their company is affecting their work. They didn't want to send anyone out but I was adamant that someone come out in the afternoon.
Needless to say a tech came out and FINALLY called me to inform me of his arrival time. He came into my house and immediately there was an issue. My internet was "too slow." Mind you I've never had an issue with my internet. He says my internet provider is a "pretty bad provider." AND he didn't have the updated information provided to the sales tech on the Tuesday conversation. He informs me that the contract needs to be signed, by the homeowner. Again this was not communicated, or else I would have had the contract ready and signed. Being that my sister is in a time zone 8 hours behind mine, it was highly unlikely that she would be awake let alone near a computer and scanner to get the contract back to me.
I call the CPI office and speak to three different people. In the end I request to cancel because one, they were unconcerned with the issues THEY had caused, two because it's just been a terrible experience. The "manager" says "That's fine." No remorse, no concern, no care for the condition of the customer who has already paid.
This is probably my first review off of being treated poorly.
I signed my 60 month contract in 2013, if it all works then no issue. If you have to talk to them if becomes a different story. I can understand them making sure your the owner, no issue. But I have had repeated issues and dread calling them. This last time I flew off the handle, that's my bad. I just have such dread when I have to deal with them. My Z-Wave Kwikset door lock they installed 4 years ago died. I bought a replacement thinking no issue, just add a new device to the system, good to go. I guess that's not an option. They told me they couldn't help. I would have to buy the equipment from them and schedule a service call to have it install. I'm not taking a day off work to have it done. I will stick with the lock off their system. I'll just add a new system and cancel this one. Not worth the effort dealing with these guys.
Really - Don't Do It.
9/17/17 we arrived home late at night, we did not bring our home keys as the front door has an keypad door lock. When we left that evening the door lock did not show low battery that day or when we left.
So when we arrived home the keypad door lock was dead with no availability to enter the house. I called CPI to provide assistance and was not informed on the protocol of touching a 9v battery to the bottom of the keypad. I was on the phone for several minutes and as I was informed the customer service should have advised this is the first thing to do when this issue arrises. When no other option was presented I advised that I would break the back door jam to allow myself and wife back into the house.
This occurred over a month ago and several times the customer service teams provided the repairs would be covered by CPI, I had two different contractors set up appointments, the first one no showed, the 2nd came last week, took measurements and said he would order a new door and frame.
Just today a rep from CPI named Joe Lieber arrived at my house to inform me that they will not cover any of the damages because I did not provide the customer service team at the time of service problems enough time to solve the problem. They said had I waited for a supervisor my problems would have been solved. This should be the first thing to say to someone when the battery is dead on a keypad door lock.
Why did this rep have to come to my house, ask what happened, confirm to me that the rep should have said use a 9v battery but then say "we're not going to help you"?
I have never had a problem with my security in nearly 3 years and this whole time reps keep calling me and requesting I sign upgrade waivers to extend my service and increase my monthly bill.
My house has not been secured for over a month now, We cannot lock the back door and very nervous a potential break in could happen as we have no chance to lock the door. I have spoken to two head QC personnel named Eric (828-312-0084) and Daryl (704-363-6165) who said they would have this handled.
This has been the worst experience, I am paying for a service that I am not getting 100% use of, my house is not secure and these professional have led me on this entire time.
I have been a CPI customer since 2013 after having a terrible experience with ADT. I got CPI after someone tried to break into my house a couple of times. I am a renter and got a renter's package while living in a different house. I had been told that when I moved, I could move the system with me at no cost (this was a major requirement for me as I am a renter and do not wish to pay for installation each time I move).
My landlord at the home where CPI was originally installed decided to sell the house and I had a very short time to move out. I called CPI to let them know I had moved and they stated that there would be a new renter's package installation charge of $299. I didn't understand this since I had been told it would be free to move. The equipment was in the house that I had moved out of and I had no way of getting that equipment. They stated if I had called ahead of time that they could have sent a technician out to move the equipment for $100/hour. The last time they installed, they were there for close to 6 hours. I opted out of that. I decided to wait until my next pay day to get the system installed. While I was not happy with the $299 charge, I knew that it was necessary for me to have the security system in my new home. This was in April of this year. The months got away from me and I realized that I had never scheduled them to come and set it up. I called back (having had no one contact me) and learned that the old system at the house had still been connected (no one was living there). I also realized that they had been charging me each month since then. I had been paying $49/month with no service. I spoke with someone and they stated they would credit my account since I had no service. Then they said that they would setup my system for me at no cost since I had not been contacted and that they were charging me with no system connected. I was pleased with this outcome. I scheduled for a technician to come to my house on a Monday. I scheduled to work from home that day. I never heard from a technician and no one ever showed up.
I contacted CPI and asked where the technician was and I was told that it was never scheduled. This was after I had spent a total of 4 hours on the phone over a couple of days getting this all ironed out. The customer service representatives were nice, but it just took a long time to get things settled.
They rescheduled the installation for that Thursday. They stated they would be at my house between 12-5. A technician would call 30 minutes ahead. I decided to work at the office that morning and work from home that afternoon. While I was at work that morning, the technician called and asked if they could come earlier. I stated I was not available until after 12 and they said they would be by later.
I got home around 12:30 and was on a call at 3:30. I received a call from CPI (not the technician, but customer service) during that call and a voice mail was left. The voice mail stated that my appointment had been cancelled due to non-payment in 2015. I called back and attempted to speak with the person who left the voice mail. I had to leave her a voice mail.
On Friday I received a hand-written card in the mail from CPI and the person I had worked with that said "Thank you for choosing CPI. We look forward to protecting your home." She had put her business card in the note, so I called that number. The extension on the card did not go to that customer service representative. I called back and asked for her specifically. The associate I spoke with stated that she was on a call but she would definitely call me back that night. Two days later, I receive an email from CPI stating that the contract they had sent me to sign was now voided for the following reason: "This sale did not go forward. The contract is void." I have had no time of not making payment since my account has always been automatically debited each month. I am not aware of any situation like this. I also have not received a return call to explain this situation to me.
Oh and did I mention that I if I do not get the system installed, I have to pay the remaining contract cost from the original system which is approximately $1200?
I believe it is time that we appoint a collective class action against CPI. What a rip off, how unprofessional, lack of diplomacy, threats, hassrassment grand theft, unscrupulous, hidden agenda, fraudulent contracts, evil motives, insults after never missing a payment since 2012 they want me to pay them over $800.00 to cancel my service? Do you smell a rat. Better call the BBB before considering this company better yet call the Dept of Justice or join with others to bring before our Attorney General. Shame shame taking advantage of seniors citizens with limited income.
I have had CPI for a few years and they wanted to upgrade my system and I said no thanks my contract was up and I thought I was paying too much . They said no problem do the upgrade and it would lower my bill with no contract so I agreed . The technician came and took a long time doing the work calling the office several times like he didn't know what he was doing kept setting off the alarm over and over again . He worked in the hall closet saying he had to install new wires to the control box in the basement . About a week later I saw coyotes in my back yard and I thought I would get my gun out of the hall closet but it was gone a little 22 pistol . I called and they said they would send a supervisor out a few days later he showed up looked in the closet took pictures said he would investigate and call the next week it was a Friday . The middle of the next week not hearing I started calling about the third day later he returned my call and said nothing was found I said I would call the police to report stolen and give them his information so police could see what is investigation turned up . I still haven't heard anything and this has been several months ago so I called and said I wanted to cancel the service because the tech. stole my gun and the lady said I couldn't I was under contract I said bull I never signed anything she said I signed when I got my upgrade (when the guy stole my gun) I never signed anything and then she said I must have esigned I said show me but they can't .
IF THEY COME IN YOUR HOUSE WATCH THEM EVERY MINUTE !