Knoxville, United States
6721 Baum Dr
N/A
+1 8654155992
CPI came to our house today. Our 3 year old and my wife were napping after a rough few days. I was at work. There was no car in driveway, no lights on. They repeatedly rang the door bell and banged on the door. Waking both of them up. Our neighborhood clearly has a sign of no soliciting. I was not thinking about using CPI, and I never will now.
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They changed my terms and payment after five months. All of the sudden my invoice was double. They will charge you a month in advance (double) because they want to force you into auto draft. Although I was pleased with the service and installation, changing the terms of your agreement without notice is bad business when you have consistently paid your account on time. I don’t recommend them at all.
We just purchased a home in Knoxville that had CPI hardware already installed, so we decided to keep it in place and take over the contract. I traveled from our current residence in Georgia in order to meet with the tech who was scheduled to arrive between 1 and 5 on Saturday. My friend and I were in the home cleaning, and my dog was with me as well. At about 3 p.m. that day, I happened to go out the back door and to my surprise there was a hanger from CPI saying \sorry we missed you\, and a time of 1:20 p.m. I called immediately and it took over an hour for my call to be answered. I also used the \chat\ option on the internet which took about the same amount of time.When I finally got hold of someone, I was told the tech was already too far away to come back. This tech claimed he waited 1/2 hour. Yet, neither my friend nor I nor my dog heard any knocking, and he never knocked on the actual front door. Also, in my contract it clearly stated that the tech would call me 1/2 hour before arriving. He never did that, either. The system is still not installed, customer service is terrible, and I have been forced to remain in an empty house while waiting for this company to step up and send a person over so that I can leave the home in a secured state. As a new customer, I am appalled and angry. It is clear that if you have an issue with your service on a weekend, you are out of luck. And I am stuck here in an empty house waiting for this company to step up.
Door bell camera malfunctioning and garage door isn’t responding to signals given from app or control panel. I had to call 6 times and request a call back 5 times because it seems all there customers were having issues. The customer service reps have no clue of what they are doing and it seems they are understaffed with technicians as I waited over a hour to speak to one and still didn’t get to do so. The service offered is ridiculous. I was told a technician will fix the problem in 3 weeks as that’s the first available date they have for one to come out so I should continue to pay my bill in full for that month even though I am not receiving the full service.
Two issues: Fire alarms was triggered, house filled with smoke, two dogs at home..nobody was dispatched. No record of the alarma and no system issues detected. hard was to find out if the system is working, Right? then they offered an appointment 1.5 weeks later. 2. second issue - Hold times over one hour when we were not able to disable the system from either the app or the console. while we were out of town Customer service rep said she could not help and was rude and then transferred us to a hour long hold time? I have been a customer for over 15 Years and when I need the system to work, there was nothing but disappointment.
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