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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.
CPI is one of the largest home security companies in the southern United States. Reviews from customers are mixed when it comes to quality. There are loyal customers that have older systems that have experienced good service over the years, but there are newer complaints about equipment quality and questionable sales tactics.
Here are what customers say are CPI's biggest advantages:
In addition to these positives, there are some complaints from some customers about CPI's service. Here's what they mention as the biggest disadvantages:
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CPI's service system is similar to many of the popular systems available today. They have cellular based monitoring systems and multiple tiers of options that allow for additional smart home features. They also have the inTouch app for added self-monitoring features for higher level plans. That said, many of their details are excluded from their website. Make sure to read your contract carefully before signing.
CPI includes 3 door/window sensors as part of its most basic $30/mo security plan. Some customers have reported that the equipment is low quality and have reported failures in some instances. Others have reported that replacing faulty equipment does not work with the system and have reported issues with trying to get a better deal replacing equipment from elsewhere. That said, all equipment must be purchased from CPI directly -- including smart home equipment if you'd like it to integrate with your security system and monitoring plan.
Overall, customers have had good things to say about CPI's monitoring. It is what they have done the longest. However, if issues arise with the system, some customers report having problems with the service agents. Here are the details on their plans:
($30/mo + Fees)
|inTouch Security Package|
|All in Essential Package and:|
|Smart Home Video Package|
|All in inView Package and:|
|Build Your Own Package|
|All Options in Above Packages and:|
There are some mixed reviews from customers when it comes to CPI's services. Although those with basic or lagacy systems report high customer loyalty, there are those that report issues with equipment quality. When it comes to equipment issues, there are some that then report a second issue with customer service reconciling the issues that arise.
That said, the biggest issue reported by customers relate to the contract and items related to issues with salespeople. Many are stuck in a 60 month (5 year) contract with high penalties for moving or cancelling. No matter how good the security is, these types of arrangements are not great for customers.
For those that are looking for really good security monitoring, but worry about equipment quality and high prices, Frontpoint offers great packages for security. They have award-winning security monitoring and extremely easy to set up security equipment with no strangers needed in your house. This is one of the biggest benefits of Frontpoint and they offer consistent home security products and are well loved by their customers.
For those that are excited about smart home and smart automation products, Vivint provides great options that combine smart home features with home security. They take an approach that gives customers what they want while staying up to date with the newest technology. They are definitely a company to look at.
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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!
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!
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.
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.
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 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.
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.
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!
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!
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.
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 !
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!!!!
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!
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.
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.
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!
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!
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 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.