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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.
Vivint is the market leader for integrating smart home features with powerful home security. They offer features like app control of smart locks, smart garage door, smart lighting, and smart thermostats and put an extra focus on usability. Integrating with multiple types of name-brand and independent equipment like Google Home and Amazon Echo, Vivint also remains top of line for home security with optional indoor/outdoor video surveillance. Vivint delivers in lots of flexibility.
CPI Security: 6.9/10
Vivint Smart Home Security: 9.6/10
CPI Security: 6.8/10
Vivint Smart Home Security: 9.6/10
CPI Security: 7.1/10
Vivint Smart Home Security: 9.7/10
CPI Security: 7.2/10
Vivint Smart Home Security: 9.6/10
Vivint Smart Home Security:
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 !
Sign up for your Vivint Smart Home Security Plan Now: Get Your Quote Now
The thing I liked about Vivint was the fact that compared to most other companies they provide quality equipment. But then I heard about their customer service and I was forced to pass, but Intrution recommended me to a couple of fantastic companies that are consistently rated for their good customer service. I'm just deciding which one to go with.View More Reviews
Excellent & Professional Service, Fantastic Representatives and Service Personnel. Dependable Products. Easy to Handle. Great Feedback when asking questions!
My family and I decided to go with Vivint and we could not be happier, the gentleman that came to the house was very nice and full of knowledge, I read every detail of the agreement and everything matched up to what I was told. They covered all the equipment and we could not feel any more secure having the doorbell camera and the app on the phone!
I could not be happier with our vivint system. It gives my wife and good sense of security when I am not there.
Vivint has a great system, average service, and good people.
Make sure you work with a good technician. That will make all the difference in your experience.
Vivint is pretty good and I was skeptical. First off, I was approached by a door to door salesman. He was very professional and not pushy in the least. Best of all, he didn't lie to me. I found some bad reviews and brought them to his attention and he acknowledged them and let me know that they were usually people trying to get out of their contract early OR local technicians who are subcontracted. This is exactly what I had read, so I decided to go with the service.
I'm about a year into the service and I love it. The people monitoring have contacted me through the panel in a matter of minutes and I get text messages, emails and phone calls when the alarm goes off. It is impossible for me to miss strange occurrences.
The equipment has held up as well. Nothing has broken.
I integrated my NEST thermostat recently and it works great with their software.
Also, they update their software fairly often, which is a great plus.
Now on to the negatives. They are a little pricey, but you do get a lot of stuff and I find it worth the cost.
The reviews about the local contracted technicians is ABSOLUTELY true. You WILL have a rough time if you need someone to come to your home. It took 5 attempts to get someone to my home for a simple update to the firmware update (which turned into a wall panel replacement). I did not receive a visit, a phone call, a cancellation, NOTHING. It was the most frustrating experience I've ever had.
Like I said, I haven't had any equipment break, just the firmware issue, so hopefully you won't need an onsite technician.
We have been thrilled with the service and customer support. No issues whatsoever.
Great technology and wonderful customer service. Prices are a bit steep but the call time when emergency happens is very quick and the staff is exceptionally professional. No worse than others in business in terms of contracts.
We've had Vivint Security for a year. We had to contact Vivint once because the front door would not lock from app or keypad, the technician walked me through how to change the battery on the door lock quickly & professionally. We've had no issues with equipment, billing, or Service. They were quick to respond the one time our alarm was accidentally set off.
I personally like my alarm system. The ability to use it anywhere and set up custom actions for my convenience is great. The customer service reps that I dealt with were knowledge and helpful.
I replaced my old system with Vivint several months ago. The sales reps were great, informative, and professional. I called a couple of times with questions, and they were courteous and walked me through.Jan. wall mount went blank. Trued to fix over phone. Had to send out a tech. Also camers kept loosing wi fi. Tech said the installer used oldd systems wiring and caused it to lose connection. He ran new wire and fixed it, however. I was charged $49 for your error. Did not appreciate that. Overall satisfied.
Any issue I have had was quickly resolved. Our local support technician is vey prompt and professional.
I have had A Vivent security system for around 6 months. I have had a couple of minor equipment issues with an outdoor camera not connecting and a doorbell camera not working. Both cameras were replaced. I have found that the doorbell camera will stop working when the temperature falls below a certain point. Other than that I have no issues with the company. But their equipment is a little on the sub-par side.
We have been protected by Vivint for close to two years now. We are very happy thus far with the equipment and the customer support. We have, thank goodness never had to test their responsiveness.
Being able to lock/unlock a door remotely has been very useful on a number of occasions. I prefer to sleep in a much cooler room and find it a wonderful thing to be able to turn up the temperature before I crawl out of bed in the morning and be able to turn on the light in a dark room, all from the comfort from my bed.
Their apps are continually more responsive and easier to use. They are always adding more services that are easily added on and do not result in a higher monthly payment.
Vivint has been very responsive to any issues that have arisen. We are pleased with the system and the company.
Extremely pleased with Vivint. Have installed several monitoring systems including cameras. Local service reps are great. Only one instance that would be negative. Young man last summer came by and asked about our neighbors. We provided names of our neighbors. Next door neighbor had mentioned looking into alarm system. Young man kept coming even very late at night to talk to her. System was installed but we did not receive referral fee. Rep from UT called me regarding renewing at current price. Told him about neighbor; looked her up and gave me credit.
I think Vivint is offering great product with a great costumer service
The service is wonderful. I have been with this company since 2007 and I have been happy with them.
Monthly price is high, but customer service and the iphone app are both good.
I am enjoying Vivint's fine service and technical support. They seem to be a great company and are giving us excellent service.