Complaints

This profile includes complaints for CPI Security Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CPI Security Systems

  4300 Sandy Porter Rd Charlotte, NC 28273-3200

  
• 

  CPI Security Systems, Inc.

  5150 McCrimmon Pkwy Ste 401 Morrisville, NC 27560

  
• 

  CPI Security Systems

  1673 Dividend Loop Myrtle Beach, SC 29577

  
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  CPI Security Systems

  2456 Remount Rd STE 307 North Charleston, SC 29406

  
• 

  CPI Security Systems

  38 Rosscraggon Rd Ste D Asheville, NC 28803-1165

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1.Miscommunication and Failure to Explain Process:When I moved in the fall, I was assured by CPI that they would handle the pick-up and installation of my equipment in my new home. However, I was not informed that two separate teams were responsibleone for dismantling and another for assembling the equipment. I was never told that I would be responsible for the inventory or transfer of gear. This lack of clarity and organization led to a chaotic and frustrating experience.2.Account Management and Contact Information Issues:My phone number was inexplicably detached from my account, and for weeks, I was unable to receive service calls as they were being directed to a New York City number that was unrelated to my account. ************ and Ongoing Installations:The installation process itself took weeks, and, to this day, it is still incomplete and not functioning correctly. 4.Security Concerns:Recently, when I tried to reach out for help, I was informed that my "safe word" was not recognized.5.Unreliable **************** and Missed Appointments:The call center is now unreliable, and appointments, which were once timely, are now weeks out. In March, I was forced to take an entire workday off to accommodate an appointment that was later canceled without any prior notice. 6.Failure to ************* Obligations:CPI continues to insist that they cannot release me from my contract, despite repeatedly failing to meet their service obligations. I feel unsafe with the service provided, as the company has failed to maintain my contact information, secure my account, and fulfill their commitments.7.Failure to Add My Partner to the Account:When my partner, ******* *****, and I moved in together in October, he was supposed to be added to the account. This was not done, which has caused additional complications and unnecessary delays when attempting to resolve issues with CPI. This failure has only added to ongoing frustration with the company

  

  Business Response

  Date: 04/10/2025

  Dear BBB,
  
  Thank you for assistance in forwarding the complaint submitted by Ms. ******** We have recently responded to a better business bureau complaint by Ms. ******** partner ***** ***** for this same issue last week. When the previous complaint was submitted, we reached out to Ms. ******* to attempt to speak and rectify any issues that she was experiencing. Ms.******* refused any further assistance. For clarification, the transfer process from Ms. ******** previous home and new home were transferred correctly. The representatives provided Ms. ******* with all of the correct information. Ms.******* called in initially after the move upset because she wanted window sensors. We advised that there were no window sensors in the old home and that she would have to purchase new ones. She threatened to contact the Better Business Bureau about that. We waived the trip fee and also gave her a temporary rate reduction for 3 months at $9.99. This saved her almost $200. She was scheduled for a technician to come out on March12th between 8 & 12. The technician was running behind and we advised that the arrival time would be closer to 12:30. She reached out and told us to cancel the appointment. We tried to reschedule the appointment with her and she declined.
  
  As previously stated, we reached out to Ms. ******* and spoke to her in detail on April 2nd after her partner filed the initial complaint. Ms. ******* will be responsible for any early termination fees. We understand this is not the response Ms. ******* was hoping for, but we have not failed at our service obligations and are willing to reach out to her and have a technician come out to install the sensors.  
  
  Kind Regards,
  ******** ********

  Customer Answer

  Date: 04/10/2025

   
  I am rejecting this response because: CPI has failed to honor their contract with me. The person in the email has only partial information. This is the first I have heard of her. She is correct in that I have spent hours with them on the phone since I moved. But she has failed to address that they lost my phone number and my repeated requests for assistance went unanswered. My equipment does not work correctly. I have not even armed the system since I live here because I have lost all faith in their ability to provide any service.

  I am not talking about sensors. When we finally made arrangements for a technician to come out here recently it was not even communicated as a priority. And under normal circumstances I am very reasonable and 30 minutes after a four hour window had expired wouldn't be so terrible. But I have to work. I have a job and a family. *** has failed me and my family and their commitment to my service. And me constantly have to call, fight argue, document and them give me these brief discounts is unfair and abusive. 

  
  

  

  Business Response

  Date: 04/16/2025

  Dear BBB, 

  Please allow the attached document to serve as CPI Security's official response to this complaint. 

  Customer Answer

  Date: 04/16/2025

   
  Dear Better Business Bureau,

  
  I am writing to formally reject CPI Securitys recent response to my complaint. Their ***ly is not only inaccurate, but continues to add to my growing frustration with this entire experience.

  
  CPI has ***eatedly wasted my time, energy, and patience. They have not correctly documented phone calls, lost my phone number at one point, not returned calls that a sales *** promised would be returned, not explained processes correctly, missed scheduled appointments, failed to communicate properly, and continuously fallen short in upholding their end of the contract. I am sorry if there was a miscommunication regarding sensors. But that is nothing to do with the real issues I am having. I have had to spend hours on the phone trying to get things resolved. Hours. This has been going on since October. The *** complaint just started this spring. Given this ongoing pattern of behavior, I have to ask: why am I expected to continue fulfilling the terms of a contract that *** is clearly unwilling or unable to honor themselves?
  Even more telling is the carelessness shown in their written response with major spelling errors and lacking any real sense of professionalism or accountability. This reflects just how little CPI seems to value me as a customer and the ***utation of their business. Whats truly upsetting is that it wasnt always this way. In the beginning, CPI provided a level of service and care that made me feel like I was getting value for this relationship and I encouraged others to use CPI. The relationship has entirely soured.

  
  I remain deeply dissatisfied and request that this complaint remain open. Thank you for your continued support in advocating for fair and reasonable treatment.
  Sincerely,
  ***** *******
  #********

  
  

  

  Business Response

  Date: 04/21/2025

  Dear BBB, 

  Please allow the attached document to serve as CPI Security's official response to this rejection. 

• Initial Complaint

  Date:04/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We just had our system installed 90 days ago in a brand new home. We were given false information about the commitment involved with this security system by their sales **** ****** ******, who partners with our home builder, **********************. Make sure you read every line of what you sign with them because they lock you into a multi-year agreement that cant be canceled early without being paid in full. This wasnt explained to us and all the local supervisor offered us was to reduce our 60 month contract term to 36 months. We felt extremely scammed and misled by this company and by the builder that referred them and will not recommend them to anyone we know.

  

  Business Response

  Date: 04/15/2025

  Dear BBB, 

  Please allow the attached document to serve as CPI Security's official response to this complaint. 

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning back in June I was approached by a sales *** **** ***** in *********. He has such a great pitch I fell for the scam. When I asked him what would happen if I ever move, he said nothing. Well their tech came out and attempted to install 3 cameras, doorbell, and center console. It took him 15 hours day one, and then told me he had to come back. Made no sense, I know. Then after 3 attempts to get him back (I have documentation). He showed up and some what finished the job. He left huge holes in the walls, everything was crocked, and then told me I had to pay him $200+ dollars. I tried to reach **** and nothing. The *** told me I needed to pay or else. So i paid him (zelle and documented). Since June I have had several issues, and contacted ***. Well I am actually moving and when I called into CPI they are telling me its $1000 dollars and I would have to buy new equipment. I pulled the contract and no one should me where it states the fee of $1000. Also have recorded call with ***** I finally reached **** ***** and he told me he would get a supervisor involved. Well its been 4 months and I still get the run around

  

  Business Response

  Date: 04/14/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ****** We apologized for any inconvenience or frustration that Mr. ***** has experienced. The customer has contacted *** directly with this complaint and *** is currently investigating the allegations made. We will be in contact with Mr. ***** once a resolution has been made. Please let us know if any further assistance is needed.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed several months back that a security camera installed by CPI approximately 2 years ago was done improperly, with a wire running into and connected to a live power outlet. In addition to the location of the camera being essentially useless, the installation looks to be a safety hazard. When I asked to have the device removed, they insisted that I would be charged a $59 "equipment removal fee" which they refused to waive.

  

  Business Response

  Date: 03/20/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mr. ******* We apologized for any inconvenience or frustration that Mr. ****** has experienced. I had the pleasure of speaking with Mr. ****** this morning regarding his most recent experience and concerns. Mr. ****** currently has a camera that was install incorrectly. I have waived the trip fee and scheduled a technician to come out and address all issues.  Please let me know if there is anything else we can do to be of assistance, and well be happy to help.

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 9, 2025, a theft occurred off my driveway, and I received no alert from the system to provide to authorities. There was zero footage from the camera. It did not capture the incident or provide any usable evidence. Im sure you can appreciate as a 8 year customer paying for this service, I expected it to provide reliable monitoring and alerts. Unfortunately, this failure left me vulnerable and has significantly impacted my trust in the ********** a result, I do not wish to continue with **** services or renew my contract. Id appreciate a review of my contract. From the arrogance of speaking with ***, who asked me what do you want me to do about a thief along with being combative on the call showing zero remorse, I do not want to continue service!As per the terms of our contract, I expected that your system would provide reliable monitoring and alerts in the event of an incident. This failure to notify me of the theft constitutes a breach of the service I am paying for.I have been given the run around that someone will contact me back, aside speaking with the manager ***, that tried to offer additional equipment for me to remain in contract, no one has gotten back to me to cancel at no additional cost to me. It has almost been another week!

  

  Business Response

  Date: 03/11/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ************** We apologized for any inconvenience or frustration that Ms. ************* has experienced. After further research, it's been determined by our QC team that the individual came from behind the camera and spray painted the Lense in which enabled the camera from recording anything. At that point the camera itself was stolen along with other merchandise. We're extremely sorry this event happened to Ms. ************** Our original offer to help Ms. ************* during this situation was replacing the exterior camera at a discounted price and to reach out to her insurance company and file a claim, but she declined both options. Ms. ************* wanted the camera that was stolen to be replaced at no cost. A QC Manager approved to replace the camera at no cost, along with adding on another exterior camera and two 24/7 SD cards at no additional cost. Customer later on declined this offer as well and decided to move forward in canceling service. Due to the findings of the event after extensive research, *** will not waive the remaining balance of the contract. I spoke with Ms. ************* today and made her aware.  Please let me know if there is anything else I can do to assist you and Ill be more than happy to help.

  Customer Answer

  Date: 03/11/2025

   
  I am rejecting this response because: there was not anything captured from CPI for them to even know where the thief entered the property. Also, they stated the camera was stolen when it was not.  They had time to stand on a bin facing front and spray paint the camera.  *** is a fraudulent company and Ill make sure my referrals cancel as well. I am in the midst of further discussing the topic with legal. They need to understand they breached their contract of failing to provide me with the surveillance I was paying for! 
  
  

  

  Business Response

  Date: 03/14/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Ms. ************** We apologized for any inconvenience or frustration that Ms. ************* has experienced. After extensive research on the event, and the information we've gathered. *** will not waive the remaining months of Ms. ************* contract. Please let me know if there is anything else we can do to be of assistance, and well be happy to help.

  Customer Answer

  Date: 03/14/2025

   
  I am rejecting this response because:
  Overall a terrible company! Nothing more to say. Ill continue to give them their terrible reviews on all platforms. 

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When initially researching security companies I spoke with ******* ****, a salesperson working for CPI Security. One of my top concerns was the contract element of the services provided. I told ******* **** I would not be living at the house the full contract length and moving into an apartment which wouldnt allow me to transfer services and I didnt want to proceed if there would be any issues cancelling without penalty prior to the contract having ended. I told him I would be utilizing the home as an investment property from that point forward and would need to cancel services. He reassured me that this would be no issue, I would be able to cancel without any hassle nor penalty at any time so long as Im moving somewhere I cant bring services. On 2/28/25 I call in to cancel the services as I will be moving out the end of April 2025. Im now encountering issues with the company attempting to keep me under contract. I understand due to the illegal sales practice this contract would be void.

  

  Business Response

  Date: 03/05/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by Ms. **************** We have had the opportunity to review the voiceprint of the interaction between Ms. ********* and her sales representative. Ms. ********* was told about the full contract and equipment terms for 39 months. The representative did advise of the $99 removal & $99 reinstall fee to transfer the services, if she was to move and take the system with her during those times . The length of the contract was also repeated and confirmed at the end of the call as well. It is also outlined in the signed contract that if the account is defaulted for any reason, the equipment and monitoring fees are still due.
  
  Kind Regards,
  ******** ********

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last 5 years part of our security system at our business has been broken. *** will send technicians who can't fix the issue. I am constantly being told that a manager or representative will reach out to me but over 5 years nobody with authority has reached out to me. Each technician who comes out tries to fix it, they cannot fix it, they tell me someone will contact me. And nobody contacts me. I have called the help desk and still nobody with authority has reached out to me.

  

  Business Response

  Date: 03/03/2025

  Dear BBB, 

  Please allow the attached document to serve as CPI Security's official response to this complaint. 

  Customer Answer

  Date: 03/08/2025

   
  I am rejecting this response because: While CPI has finally reached out, there is no plan in place and original issue still exists.  At the moment our building is not protected by CPI but we continue to pay our bill, over $57,000 total since the issue was first reported.  Some people in CPI believe that I have agreed upon an upgrade but that has never been agreed to and the lack of a proposal makes it impossible to agree to it.  Twice over the last week I was told I would get a call back, but I did not receive a call back.
  

  

  Business Response

  Date: 03/13/2025

  Dear BBB, 

  Please allow the attached document to serve as CPI Security's official response to this complaint. 

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2024 I purchased cameras and a security system from cpi. They were installed In June. The cameras cost me $902.02. The cameras did not work properly. After many many phone calls with *** they agreed to refund me the $902.02 after they retrieved the cameras from my property. They retrieved the cameras in November 2024. It is February 24, ************************************************************ speak to a supervisor. Every time I call they tell me they will call me back and I never receive a call back. OR they tell me my refund has been processed and will be in my account on a certain date but when the date comes I dont get the refund.

  

  Business Response

  Date: 02/28/2025

  Thank you for your assistance in forwarding the additional correspondence submitted by Mrs. ********* We apologized for any inconvenience or frustration that Mrs. ******** has experienced. Customer purchased cameras from CPI back in June 2024 and paid $902.02 in total. The cameras didn't work properly, and Mrs. ******** called in multiple times regarding the issues. After receiving multiple troubles from the cameras, we agreed to refund Mrs. ******** the full amount she paid ($902.02). We sent a technician out to collect the cameras in November 2024. Mrs. ******** called in Jan 2025 stating she still hasn't received her refund. The account we originally took the payment from was closed, so we verified another account to send the refund to. I called Mrs. ******** this morning and confirmed that she has finally received her full refund amount of $902.02. I asked if she had any further questions or concerns, and she stated none at this time. Please let us know if you have any further questions. 

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with CPI security since 2018. They have been charging me a high amount each month. Plus they make you sign a 5 year contract so I could not cancel my services with them. Recently, in July 2024, I decided to move away from *** so I called and spoke with their customer service, who then transferred me to someone responsible to keep the customers. I ended up speaking with ****** ******** (a/r-9370423). Who tried really hard to convince me to stay with ***. Also offered to bring my monthly payment down from approx $60 to $20. I told him that I would think about it and revert. He offered to be contacted via email and sent me his email that I should respond to. On August 19th, 2024, I responded "I have decided to discontinue with CPI. Please start the process.". I did not get any email or call back. I was not aware of the process as nobody explained to me. I somehow assumed that the service is discontinued and never went back and checked. I had already uninstalled and removed all of CPI equipment. Unfortunately, the account I chose to pay for *** is not my primary and I dont check it very often. Today, I logged into the account and noticed that I still have been getting billed and I'm paying for CPI each month. I called and spoke with their customer service who told me that its because I did not sign the cancel letter. I did not realize when they sent the email to me with a docusign link because I was not expecting it. They sent me a new one and I did sign, which clearly states that the service would end on 09/30/2024. SoI asked them to refund all the money they charged since October because the letter says *** did not provide any service to me during this period and denied saying I did not sign the cancel letter.Even if I did not sign the letter, my email in August clearly confirms my decision, the cancel letter clearly says I did not have service from CPI since October and *** never responded to my email or called me to explain the process.

  

  Business Response

  Date: 03/03/2025

  Dear BBB,
  
  Thank you for your assistance in forwarding the complaint submitted by *********** We have reviewed the account history and reviewed all the interactions and voiceprints. On August 22, 2024, The customer requested to cancel services. The representative advised that she is going to send a cancel letter to his email and explains can take up to 30 days to process so would need to sign it as soon as possible to get the process started. She advised Mr. ***** that it is a DocuSign document and would require an electronic signature. We did not receive the cancel letter until February 21st. As outlined in the signed contractual agreement, this cancel letter is needed in order to terminate the account. No refunds are warranted.
  
  Kind Regards,

  Customer Answer

  Date: 03/03/2025

   
  I am rejecting this response because:
  
  ****** from CPI did not inform me that I would be receiving a cancellation request via docusign. And the cancellation request that was sent to me and I signed clearly says that my services would stop on 09/30/2024 but kept charging my account till Feb 2025.

   

  thanks,

   

  Kamal

  
  

  

  Business Response

  Date: 03/04/2025

  Dear BBB,

  Thank you for your assistance in forwarding the response from Mr. ****** All of the information that I provided was discovered via the voice print of the call on August 22nd. Mr. ***** was advised that the docusign was needed to begin the cancellation. As previously advised, no refund is warranted. We apologize if this is not the response Mr. ***** desired. 

   

  Kind Regards,

  ******** ********

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted CPI Security System regarding an issue that I have with the security system that is installed in my home. I reached out to them on February 10, 2025 advising them that I wanted to an interior camera inside my home to be uninstalled, as well as, to check on the connectivity issues that their cameras (which are installed in my driveway and in the backyard) were having. The representative, ********, advised that a technician would come to my home on Wednesday, February 19, 2025. The representative, ********, further advised that *** has a way where they can provide me a router where it would take data bandwidth off of my internet connection and be able to go through their data routers. However, this was not the case. The technician, *******, who came out on 2/19/2025 provided me with a Deco Router, to boost the signal strength. In the course of installing this router, which was placed in the garage, it knocked out connectivity of my other two cameras (the driveway and backyard) offline. I called twice that same day to advise CPI of the issue. The first representative prompted me to reset the cameras by unplugging them for 10 seconds but that did not work; thus, they scheduled an appointment for me to do a virtual technician appointment. This representative told me that they were surprised that the field technician who came out did not check the system before leaving and had not documented their visit to my home properly. Nonetheless, I requested for a supervisor call as I was unhappy with this resolution and that they would call me within an hour since no supervisor could field my call during this time. I got no call. Now, I have wasted well over three hours on this day alone to remedy the issue to no avail. Then, I called on Thursday, February 20 at 12:12 PM and spent 48 minutes with another rep ****** to get to speak with a Supervisor (Mercedes). PLEASE GO TO THE ATTACHED FILE FOR FURTHER EXPLANATION

  

  Business Response

  Date: 02/27/2025

  Dear BBB, 

  Please allow the attached document to serve as CPI Security's official response to this complaint.