Business Profile

Garage Doors

Chamberlain Group, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garage Doors.

Complaints

This profile includes complaints for Chamberlain Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

127 total complaints in the last 3 years.
52 complaints closed in the last 12 months.

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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:06/18/2025
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.
Subject: Formal ComplaintWarranty Violation and Involvement of a Minor To Whom It May Concern, I am filing a formal complaint regarding your companys unacceptable handling of a technical issue with my gate motor, which is still under full warranty. Instead of dispatching a qualified technician to repair the issue, your representative chose to send an internal part of the motor and instructed a 16-year-old minorwho is not the homeowner nor legally authorizedto perform the installation. This is **irresponsible, unlawful, and entirely unacceptable. Your actions violate the ********-**** Warranty Act (15 U.S. Code 2301 et seq.) regarding warranty enforcement; federal and state consumer protection laws, which require proper repair or replacement of faulty products during the warranty period; and legal protections of minors, who cannot be held responsible for technical service actions or contractual obligations. Your company is now exposed to legal liability for negligence, endangering a minor, and breaching consumer rights. I am prepared to report this matter to the *Better Business Bureau (BBB), the ************************* (***)*, state consumer protection offices, and to pursue *legal action** if necessary. I demand 1. immediate dispatch of a certified technician, 2. full repair or replacement of the gate motor, and 3. A formal written explanation for this misconduct. If no resolution is provided within 48 hours, legal measures will be taken.
Business Response
Date: 07/01/2025
Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience this may have caused. We understand your frustration and are committed to resolving this issue promptly.

While our warranty covers parts, it does not include labor. However, we offer comprehensive technical support over the phone to assist you with any issues you may be experiencing. We would be happy to arrange a call with one of our technical support agents at your earliest convenience.

Please let us know a suitable time for you, and we will ensure that your concerns are addressed thoroughly.

Thank you for your understanding
Customer Answer
Date: 07/01/2025

Complaint: 23487408

I am rejecting this response : A full troubleshooting process was already conducted twice over the phone, consuming over four hours of my time without resolution. Shockingly, your representative instructed a minor to attempt a repair on a malfunction caused by your companys defective product an action that is not only irresponsible but potentially unlawful.
We are no longer seeking resolution through the BBB, as our legal counsel is now proceeding with formal litigation. A lawsuit will be filed accordingly.

This situation reflects a blatant disregard for consumer safety and a serious lack of corporate accountability. The public deserves to be aware of your companys negligence.

Thank you.

Sincerely,
****** Casarin ******
Business Response
Date: 07/09/2025
We understand that you have chosen to pursue legal action and respect your decision. However, we remain committed to resolving your issue. Our Technical Support agents are available to assist you via phone at any time.
Customer Answer
Date: 07/09/2025

Complaint: 23487408

Unfortunately, my experience with this company has been extremely disappointing. I observed serious breaches of professional conduct, including the irresponsible decision to have a minor handle technical matters over the phone something that is not only inappropriate but potentially unlawful.

The customer service lacks respect and accountability, and the overall attitude from the company has been dismissive and negligent. These are not isolated concerns, and I feel a responsibility to make others aware.

I have already begun informing several community groups across *******, and our social media network which reaches over 6.7 million followers is also being used to share this experience.

I sincerely hope this feedback will be taken seriously, and that appropriate corrective actions will be implemented immediately.

Sincerely,
****** Casarin ******
Initial Complaint
Date:06/16/2025
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.
Was unable to find an email address to send to company but the below message states the issue- the email I had was sent back as unavailable Subject: Warranty Coverage Dispute Request for Resolution I recently contacted your company regarding the lifetime warranty on the garage door motor and belt, which was confirmed to me via email. I requested that the necessary parts be shipped so we could proceed with the repair. However, instead of receiving support, Ive been given conflicting information and what feels like a runaround.A representative is now stating that the warranty is not valid without a receipt, despite the fact that this home is less than 10 years old and the garage door system was installed by the original contractor during construction. I was told I would need to obtain a receipt from the contractor in order to proceedwhich is unreasonable and not mentioned in the warranty terms provided to me.This has raised serious concerns about the transparency and integrity of your warranty process. I have written proof of the lifetime warranty coverage, yet your team is refusing to honor it and ship the replacement ******** asking for this matter to be escalated and resolved promptly. Please honor your warranty and send the necessary parts for the motor and belt as previously confirmed. Otherwise, I will be forced to explore additional steps, including filing a complaint with the appropriate consumer protection agencies.I hope we can resolve this professionally and swiftly.
Business Response
Date: 06/23/2025
Thank you for contacting Chamberlain. We have made an attempt to reach you via phone and email. Please respond back so we can better assist you with the issue you're having. Thank you
Customer Answer
Date: 06/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23474990, and find that this resolution is satisfactory to me.

Sincerely,

Domenica Irula
Initial Complaint
Date:06/02/2025
Type:Product 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.
On April 29, 2025, I purchased the Video Keypad and Power Adapter Bundle MYQ-MP1AXXW from The Chamberlain Group for $100.39. I received the item and tried to install it but immediately had problems with connectivity. The unit never acknowledged available networks despite my having 6 other cameras working properly in and around where the keypad was to be installed. I contacted this company and they acknowledged the keypad was defective. They sent me a ***** return shipping label and agreed to issue a full refund. They received the defective item back on May 19, 2025. I was promised several times by different customer service agents that my refund was being "processed". Each time I spoke with them, they kept changing the refund processing time. I was told on 5/20 I would receive the refund on 5/23. When that didn't happen, I was then told it would take 5 - 8 weeks, and today was told by a representative who yelled at me that it could take months to receive a refund. I spoke with a supervisor named ****** today, who perpetuated this practice that appears to stall the refund process and deny a refund. He claimed to issue a refund today but it never happened.This is a fraudulent business practice and appears to be theft by deception. This company has received their merchandise back and appears to intend on keeping my money. As a consumer and an attorney, this is unacceptable. I fully intend to pursue this matter to the fullest extent of the law. As of today, June 2, I have not received a refund.
Business Response
Date: 06/06/2025
Thank you for reaching out to Chamberlain and taking the time to speak to us. If your issue persist, please don't hesitate to reach out to ********** support team.
Customer Answer
Date: 06/06/2025

Complaint: 23406138

I am rejecting this response because: the business only issued a partial refund. They still owe $5.00.

Sincerely,

****** ********
Business Response
Date: 06/13/2025
Thank you reaching out to us regarding your refund. We have confirmed that the $5 have been refunded to you and can take 1-3 business days to reflect.
Customer Answer
Date: 06/13/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ********
Initial Complaint
Date:05/28/2025
Type:Customer Service 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.
On May 28, 2025 my MyQ hub disconnected from my garage door. I contact tech support via phone. The first tech ****** had me on the phone for more than 35 minutes, put me on to get 'help' then transferred me to another ****** where I had to start the entire process over. The second ****** had me on for about 25minutes, could not resolve the issue then put me on hold. He then hung up on me without coming back on the line after being on the call for more than an hour I've attached a screenshot of the duration of the call.
Business Response
Date: 06/06/2025
Thank you for contacting Chamberlain regarding your issue. Please feel free to reach out to us if this issue persists. Thank you
Customer Answer
Date: 06/06/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** **********
Initial Complaint
Date:05/26/2025
Type:Product 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 bought a Chamberlain garage door opener (B2211T) on 03.16.25 and it did not work correctly right out of the box. I spoke with Chamberlain on 03.24.2025 and they sent the travel module as I got the error code 4.4 immediately after the install. I had to wait for the part to come in and then get the installer back out to do the replacement part. The garage door then gave the error code 1-5: Motor drive system issue. The hours to talk to a human are the same hours as the average working person during the work week. I call on Saturday 04.12.2025 and tell the person the flashing lights 1 up and 5 down and I get put on hold as they have to go figure out the code. I hang up after waiting 12 min as I have things to do and I would think they would know the codes as that is what they do for a living. I call the next Saturday 04.19.2025 and find out there is no fixing the unit just throw it away. They are going to send me another unit to replace the unit that did not work to begin with. I asked about the expense that I have to pay out for a product that did not work correctly to begin with. I was told all they could do was replace the unit and that was it and did I want it or not. I got the replacement door opener on 04.26.2025. I do not understand why I should have to pay for a part to be replaced and a second install when the product did not work correctly from time it left their facility.
Business Response
Date: 06/03/2025
Thank you for contacting Chamberlain and sharing with us your concern and issue you had. We're happy that you allowed us to assist you and resolve your issue. If you have any further questions or concerns, dont hesitate to reach out to us.
Customer Answer
Date: 06/07/2025

Complaint: 23379016

I am rejecting this response because:

At this time I do not have a refund for the additional cost of the part install and the second garage door install.

Sincerely,

Lisa Smith
Business Response
Date: 06/13/2025
Thank you for speaking to us. As discussed, we provided the necessary details to track your refund. Thank you
Customer Answer
Date: 06/13/2025

Complaint: 23379016

I am rejecting this response at this time as I was given a check number and told it was in the mail but was not provided a tracking number.

Sincerely,

Lisa Smith
Business Response
Date: 06/23/2025
The check has been mailed, and it takes 7-10 business days for the carrier to deliver it to you.
Customer Answer
Date: 06/25/2025

Better Business Bureau:
The business has resolved the issue to my satisfaction with the complaint ID of 23379016.

Sincerely,

Lisa Smith
Initial Complaint
Date:05/19/2025
Type:Product 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.
Complaint Summary:I was misled by an incorrect price at checkout and charged more than double the amount shown. The business has acknowledged a system glitch but refuses to honor the displayed price or issue a *********** #: 20250515-8825259 Order #: ********** Order Date: 05/15/2025 Business Name:Chamberlain Group Website: ************************************* **************************************** Email: ******************************************** Date of Transaction:May 15, 2025 Amount Displayed at Checkout:$39.99+$4.05 tax+$5.00 shipping for a total of $49.04 Amount Paid:$89.99+$8.55 tax+$5.00 shipping for a total of $103.54 Product or Service Involved:Smart Garage Video Keypad & Power Adapter Kit Bundle (MYQ-MP1AXXWA)At checkout, the item was clearly priced at $39.99+$5.00 shipping+$4.05 tax=$49.04. This included a $100 discount auto-applied by the company.However, my credit card was charged twice, $49.04 and $54.50 (total $103.54). The confirmation page after purchasing also reflected this amount, which I had not agreed to.Chamberlain support admitted the $39.99 price was a system glitch but denied my refund request and closed the case without resolution. I believe customers should not be penalized for a companys technical error when a purchase is made in good faith.Attempts to Resolve:Between May 15 and 19, I contacted support multiple times for a refund of the amount I did not agree to: $54.50. They offered a conditional 60% discount if I subscribed to an annual subscription plan, which I declined. I instead requested the original price be honored or a full-year subscription (valued at $39.99, which is less than the overage I paid) be given as a goodwill gesture. My case was closed without resolution, and follow-up emails have gone unanswered.Advertising Concern:The advertised price of $39.99 was visible in my cart during checkout, and I completed the transaction based on that price.
Business Response
Date: 05/21/2025
Thank you for reaching us regarding this issue. We have confirmed that you will be refunded the difference, and we sincerely apologize for the error. If you have any additional questions or concerns, please feel free to reach out to us.
Customer Answer
Date: 05/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ********
Initial Complaint
Date:05/05/2025
Type:Customer Service 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.
Very poor customer service. All I need is the correct belt for my garage door opener. They sent me the wrong belt twice and the agent kept arguing with me I have the correct item, which I do not. She then told me that I need to have an installer put it in for me. I told her all I need Is the correct belt. I then asked for a manager ager and she continued to tell me I have the correct part a d I need to hire an installer. Utterly ridiculous customer service. I will never buy another chamberlain product because of this interaction.
Business Response
Date: 05/07/2025
Thank you for contacting Chamberlain. After troubleshooting, we will replace the belt with the correct one and follow up upon receipt to ensure everything is working properly.
Initial Complaint
Date:04/17/2025
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.
This is a continuation of the previous claimed filed against Chamberlain: Claim #********. The initial claim was to get the damage to my car repair; however, after securing an estimate to repair or replace the garage door, I discovered that the garage door is quite possibly refurbished. Upon securing two estimates from two different companies to repair or replace the door; it was relayed to me that the garage door spring is bad. Doing some research on garage door springs, I found on Chamberlain's website that ******************* are replaced every seven years; my house is only one year old. So, it is quite possible, that not only was the garage door opener defective, but the spring on the garage door could have just as easily contributed to the damage to my car. As I understand it from the technicians who identified the instability of the door; the spring could cause the door to release without the engagement of the opener. I no longer park my car in my garage for that reason. I have spoken to Chamberlain several times about their slow resolution to my claim. If that door should come down on my son or me while exiting or entering the garage; this will no longer be a small matter. At this point, I think this is not a small matter anyway because of refurbished and defective products being used in a newly constructed home. I feel that Pulte Warranty/Construction, D&D, and Chamberlain are all responsible for the damage to my car and the danger the garage door, and door opener poses. The amount of money I am seeking in damages at this point includes punitive damages for using defective, refurbished products. This could be a far higher number.
Business Response
Date: 04/22/2025
Hello,
As we discussed, we are trying to get more information about the need to replace your door from the garage door company listed on the estimate you submitted. We attempted to contact Garage and ***** at the phone number *************) listed on the estimate without success. The secondary phone number *************) that you stated was a national phone number for the company. We can assure you we are working to resolve the issue. We will maintain weekly contact with you with updates on our progress.
Initial Complaint
Date:04/03/2025
Type:Sales and Advertising 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.
My building purchased the LiftMaster CAPXS Intercom to upgrade our current intercom system. One of the reasons we purchased the LiftMaster intercom was the advertised 24/7 video monitoring and recording functionality. The LiftMaster website for this device specifically advertises: "motion-activated video feed and recording, plus Night Vision capabilities, you can see any shady activity at your property - and prevent or trace vandalism".The device in fact does not have motion-activated video recording. After opening a support ticket, the device only records and saves video to the portal if someone interacts with the intercom device. There is no motion-activated recording. We can only review video recordings if someone interacted with the intercom to request access to the building. Since it is not actually motion-activated, it is not "24/7 monitoring and recording to be able to trace vandalism". A vandal to your property is not going to interact with the ********. You cannot trace stolen packages or property damage when it does not record video based on motion activation. Attached is the screenshot from their website. We expected functionality to setup up motion detection sensitivity, motion rules, and recording rules like any other motion detection camera device. This is false advertising and misleading info that ultimately does not provide 24/7 motion-activated recording for our property. It only acts as an intercom and activates when a guest, delivery driver, or resident interacts with the device.
Business Response
Date: 04/22/2025
Hello,
Our last contact with you was today, we have been attempting to contact you but we haven't had the chance to coincide on the time, I have placed your request under voice of customer under case ****************, since we do not assist with the feature you are requesting. If you wish to contact us back you have our gate supervisors direct contact phone number available.
Customer Answer
Date: 04/22/2025

Complaint: 23155572

I am rejecting this response because:
I appreciate that LiftMaster is going to add this as a feature request however the complaint is two parts. You advertise on your website for this product that it currently has motion activated video recording to trace vandals. It does not. I attached the screenshot from your website where it references this functionality that does not currently exist. Please remove that claim until the feature is actually developed and released to protection for customers to use.
I will try and call you tomorrow

Sincerely,

******* *********
Business Response
Date: 05/06/2025
Hello, thank you for your response. There were some personnel changes with the myQ community project that delayed it. ***** ****** has open communication with you through email regarding the upcoming changes, we will notify you once that occurs. Thank you.
Customer Answer
Date: 05/08/2025

Complaint: 23155572

I am rejecting this response because: I only have the option to Accept and Reject rather than just respond. I will Accept the response and close the BBB case once ***** and MyQ notifies me that the website verbiage that is misleading false advertising has been corrected.

Sincerely,

******* *********
Business Response
Date: 05/20/2025
Thank you for the follow up. We have made the necessary updates to our website. Please feel free to reach out to us if you have any additional questions or concerns.
Customer Answer
Date: 05/20/2025

Complaint: 23155572

I am rejecting this response because you continue to use misleading and functionally inaccurate verbiage on the website. Have you added these features? You cannot watch video later of what has happened at your front entrance if the person did not interact with the intercom since the video recording is not motion activated. A person can steal a package or damage property and the intercom will not record and you could not watch it later unless the person first interacts with the intercom and then decides to proceed with criminal behavior. Saying you can see what is happening in front of the building 24/7 is true, from the admin portal, not from the mobile app. Saying "live feed and 'recording'" is not true for 24/7 as again the person has to interact with the intercom for recording to be triggered. Yes, it will record 24/7 at the point a person interacts with the intercom, but you are implying you can see the recordings from 24/7 - it is written in a misleading manor with the intent to lead consumers into believing it has more security features than it does.
Ultimately, I think it should be clear that recording is only triggered if a person interacts with the intercom, until LiftMaster adds motion activated video recording. At the very least, put an asterisk or parenthesis that states motion activated recording is not yet available.
The Smart Video Intercom S lets you watch video live or later so you will always (MG: only if the person interacts with the intercom) know what is happening at your front entrance. (not is someone steals something and does not interact with the intercom) With stunning HD video live feed and recording, the Smart Video Intercom-S lets property owners see what is happening in front of the building - 24/7 (MG: only if the person interacts with the intercom). Its an affordable purchase that helps you keep the wrong people out and let the right people in.

Sincerely,

******* *********
Business Response
Date: 05/29/2025
We are reviewing this matter with our team and will provide an update as soon as we have one available. We appreciate your help and patience.
Initial Complaint
Date:03/27/2025
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 purchased a brand new garage door opener which features a wireless camera feature which does not work. I installed unit on February 22, 2025. Problem with camera immediate. As shown in the picture, the camera does not connect to the app the company has for use with this device. I have followed instruction for resetting device, used both IOS and Android devices to use the app, and have even un-synced device to use with a new account. a not working was immediate. I have contacted manufacture technical support line numerous times. Documentation attached shows email stating that issue was to be forwarded to their engineering ***** for further review and someone would call me back. No one has called me back regarding a follow-up. I am requesting the BBB to assist me to expedite the a response for this matter or g a new replacement device be sent to me as a resolution. This device was purchased within the warranty period which is 12 months.
Business Response
Date: 03/31/2025
Thank you for contacting Chamberlain. After troubleshooting, we will replace the garage door opener and follow up upon receipt to ensure everything is working properly.
Customer Answer
Date: 04/09/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ****

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Chamberlain Group, Inc. is NOT a BBB Accredited Business.