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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

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Chamberlain Group, Inc. has 6 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/23/2023

      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.
      We are from ************************************************************************. We received an email on Aug 18, 2023 regarding our garage door opener (see the attached PDF and photo for our garage door opener information and the email from the company Chamberlain). It says we can extend our warranty for another year for free if we use MyQ app. We tried to do that on MyQ app but could not figure out how. We then called the company Chamberlain on Aug 19 and Aug 23. They said they did not know such warranty extension and did not extend our warranty. We request Chamberlain to honor what they claim in their emailextend the warranty of our garage door opener.

      Business Response

      Date: 08/25/2023

      We have made contact with ************** to confirm the warranty extension for his garage door opener is a valid offer and has been honored for him. Additional documentation confirming the warranty extension is pending. 

      Customer Answer

      Date: 08/28/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********.

      They said in their reply that "additional documentation is pending". I have not received the documentation the company talked about. Can they email me the documentation they talked about?

      Thanks. 


      Sincerely,

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

    • Initial Complaint

      Date:08/08/2023

      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 8/07/2023 I called chamberlain about my garage door not closing properly. When I got a technician on the phone immediately the technician told me I need to let the garage go up and back down in the process of this it caused the panel on my garage door to crack. The chain on the motor jerked and pushed the lever into the door as it went back down. I became very frustrated that I was asked to do this because now it has cause further damage to my garage door And ********** needs to fix it. I received an estimate that the cost to fix the garage door because of the crack will be $1150 I like parking in the comfort of my garage and need it to be repaired at no cost to me so please so to it that this gets fixed.

      Business Response

      Date: 08/11/2023

      ************************* has been contacted by our *************************
      We are working with ***** to provide a satisfactory resolution to this issue. She is being sent an Initial Information Request Letter and will be cared for. 

      Customer Answer

      Date: 08/20/2023

       
      Complaint: 20443116

      I am rejecting this response because:
      I have not received a valid response on how my garage door and opener will be repaired.


      Sincerely,

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

      Business Response

      Date: 08/24/2023

      At present, this case is still being reviewed by our Damage Claims Department.

      Just as soon as theyve concluded their review, we will determine a course of action based on their findings. Any inconvenience you are experiencing as we work through this process is most regrettable, but rest assured it has not been forgotten. 

      Business Response

      Date: 08/24/2023

      At present, this case is still being reviewed by our Damage Claims Department.

      Just as soon as theyve concluded their review, we will determine a course of action based on their findings. Any inconvenience you are experiencing as we work through this process is most regrettable, but rest assured it has not been forgotten. 

      Business Response

      Date: 08/24/2023

      At present, this case is still being reviewed by our Damage Claims Department.

      Just as soon as theyve concluded their review, we will determine a course of action based on their findings. Any inconvenience you are experiencing as we work through this process is most regrettable, but rest assured it has not been forgotten. 

      Customer Answer

      Date: 08/28/2023

       
      Complaint: 20443116

      I am rejecting this response because: you have failed to provide a resolution to accommodate my issue and have not provided a statement in writing to me personally.

      Sincerely,

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

      Business Response

      Date: 09/01/2023

      We would have loved to assist you further but, based on the findings of our ************************* this does not constitute a product liability issue. 
    • Initial Complaint

      Date:07/22/2023

      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.
      -----PLEASE DO YOURSELF A FAVOR AND AVOID CHAMBERLAIN/LIFTMASTER AT ALL COST-----I purchased 3 MyQ modules from LiftMaster/Chamberlain on 4/21/23. After speaking with technical support they informed me that the modules I purchased would not be compatible with the locks I owned. I called on 5-15-23 and asked for a return authorization number so I could return them for a refund. I was told that it would take a couple of weeks to process the refund once they had arrived back at the warehouse. Shortly thereafter I received the approval via email. I sent the modules back via *** and received confirmation that they were delivered on 5-19-23. I gave it several weeks and tried to contact Chamberlain to inquire about the status of my refund. At this time I was informed that it would be a couple of more weeks to process my return. Called again July 10th and was then told it would be once again a delay. Due to the stonewalling again I requested a supervisor give me a call to provide additional information. I received a call July 11th informing me that there is basically nothing that can be done and they only correspond with the refund department via email. He assured me I would receive an update in the next day or so. I never received any type of communication and added it to the list of lies I have been given over this ordeal. I called again July 22nd only to be told there is ANOTHER delay (surprise, surprise ). I let him know my frustration and requested a call from an English speaking representative from the corporate office. At this point I no longer believe anything I am told by any of the customer service representatives I speak with. I feel this is unacceptable and am at my **** end with this company. I hope I can save someone else the headache by explaining what I have endured during this process.

      Business Response

      Date: 07/24/2023

      A request to expedite credit has been submited and we have reached out to ***** to advise. 

      Hello *****,

      Thank you for receiving my email. I wanted to take a moment and apologize for the service you have received and the time it has taken for you to receive credit for your return.  I was able escalate this and the credit will be issue in the next couple days (maybe sooner). I will continue to monitor until it is issued.  Credit is due and will be received, sorry again it is taking so long.

      Since the middle of 2020, we have been backlogged with orders and returns. At one point in time, we were 4 months behind and had made many adjustments to get where we are now. (Only 1.5 months behind). Not an excuse but please know we are aware of our returns issue and everyone that has credit due has received it. We soon hope to be back on track with our standard return timeframes of **** business days.

      Please accept my sincere apologize for any stress this has caused you. Each one of our customer service agents are aware of the delay and have access to expedite a request. We will revisit this with our entire team to make sure it is clear, so situations where credit is needed quicker, can be honored.

      Again, thank you for bringing this to our attention, the credit will be issued soon. I will let you know via this email thread. If youd like to speak further, please reply to this email and we can schedule some time.

    • Initial Complaint

      Date:07/14/2023

      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.
      Ok.... haha.... You ever felt like screaming at someone but the reps on the line are just the gate keepers doing their job?... Anyhow I will do my best to keep this professional. So my garage door opener slowed down as if it was dying frustration #1 on a 2 year old unit. So I reach out to Chamberlain for the warranty the door opener came with. Their bot tried to trouble shoot with me, given the fact that ** is becoming more and more dominant. I gave it a shot and read what it had to offer. After about 45 mins I decided I'd reach out to a rep frustration #2. I had to fight the bot's responses to get to a rep, the rep had me in the garage on and off of a ladder in 80 degree dry colorado air for an hour to trouble shoot. Hoping they would just send me a new unit I went along with it and kept my frustrations at bay. The rep determined that new transformer was needed and immediately sent the new part. Mean while waiting the 3-4 days for it. The garage door opener totally failed frustration #3. I get the new part with no instructions other than safety disclosures to save them a lawsuit. I notes of where the current wire harness goes and disconnect the battery, reinstall the part after about an hour of studying the unit and taking 8 bolts out on a ladder, it was done! I tried the unit without the battery still the unit was dead. I put the battery in still dead... frustration #4. I reach out to them later the same day and bot told me they were too busy 3 times. frustration #5. I reach out to them the next morning and a rep blew right past what initially told her, "at this point the unit is not working" and went on auto pilot mode looking at the previous conversation and running with what I had said days before. I had to repeatedly tell her the unit is not working. She responded "this is not how this works". So I grit my teeth climb the ladder and play the little trouble shoot games. She is sending a new part that is not in stock without an eta of restock.

      Business Response

      Date: 07/20/2023

      Contact has been made with *********. We agreed that providing a replacement opener would be best. The opener was delivered 7/19/23. 
    • Initial Complaint

      Date:07/07/2023

      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.
      No WAY TO CONNECT TO A HUMAN BEING!!!!Took me two and a half hours to get to a person outside the **, that would listen and direct me to the RIGHT PATH. My rep( *********************** hung up on me. Sonow how do I solve ANY PROBLEMS? Youre gameof phone numbers SUCKS!

      Business Response

      Date: 07/20/2023

      I have reached out to ****, left a few messages, and have sent an email leaving communication open between us. We hope to assist him in getting his need resolved and learning how to better our customer service from his experience. 
    • Initial Complaint

      Date:06/13/2023

      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.
      In November of 2022 I bought the following product from Home Depot:Chamberlain ***************** #C2405 Quiet Wi-Fi Garage Door Opener With Wireless Keypad for $192.50. I paid $128.00 for the installation. With tax, my total cost was $332.05.My purchase from Chamberlain came with the following warranty:* Accessory Warranty: 1 Year * Motor Warranty: 10 Years * Parts Warranty: 1 Year * Chain Warranty: 1 Year On 05/16/23 my new opener was struck by lightning. I called Chamberlain on 05/17/23 because everything is still under warranty. Support did an over the phone troubleshoot with me and said the travel module needed to be replaced. They said the part would arrive in 5 to 7 days. Got the part on 05/27/23. Support talked me through install. It didnt work they sent the wrong part. I asked if they could overnight the right part and they said they could not. Meanwhile II am a 56 year old woman having to open and close the garage door manually on the ladder every day. The second part finally arrived on 06/13/23. This was after I had to call again, and find out that the order for the second part was never even processed. I went out to install the part today and had to call Chamberlain again now they tell me its the motor and expect me to replace the motor and I was electrocuted while troubleshooting with them today. I work in customer service and this is the worst customer service I have ever received in my life. I think Chamberlain should completely replace this opener with a brand new opener and send someone to replace it. I am not able to replace a motor in a garage door opener. This is not my profession.

      Business Response

      Date: 06/15/2023

      I reached out and spoke with **** this morning. Our limited warranty does not cover lightning strikes, but in our attempt to go above and beyond we sent her parts to fix her opener versus having her call her home warranty/home insurance company to have the garage door opener replaced and installed. Unfortunately, the wrong part was sent.
      On 6/13, since the opener was new and our attempt to go above and beyond didn't go as planned, we sent her a new/upgraded garage door opener to replace her existing one. 
    • Initial Complaint

      Date:05/14/2023

      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.
      Hello BBB This is a complaint about not getting refund for returned myQ Chamberlain Group smart lock - Purchase price $218.99 Original purchase date 12/29/2022 - PO# ********** - Sales order ********** - item was shipped from myQ Chamberlain Group on 1/03/2023 and received about a week later. After receiving the lock I noticed that I had purchased the wrong item. I contacted myQ and they approved the return - case number 20230112-5331550 - received ***** return label RMA ********** - as per tracking # they received the return about a week later.Was waiting for the refund about a month, but nothing came. Contacted Chamberlain again and the advise that the return was approved and I would receive the payment within 3-5 business days - case number 20230308-5535083, dated March 8, 2023. I have followed up with Chamberlain a few times, however no refund or responds received yet.

      Business Response

      Date: 05/17/2023

      We have contacted ******************** and informed him that his return was processed.

      Customer Answer

      Date: 05/18/2023

       
      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:05/13/2023

      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 garage door opener on 5/10/2023 and registered it on 5/12/2023 when it was installed it was noted that the mother board needed to be replaced due to a faulty connection. The company said they would send it out and we were told that it would take 5-7 days to be sent, so I raised heck with them and they said 3-5 days, I then said since it was the company's responsibility to provide a working opener and it was installed already, meaning I could not use my opener but NOW needed to open and close it manually they should overnight it to me. THEY REFUSED SO I SAID I WOULD PAY FOR THE OVERNIGHT CHARGE OF $63 VIA ***** with much arguing with the customer support team. After thinking about it I should have NEVER BEEN CHARGED SINCE IT WAS THEIR MISTAKE SENDING OUT A DEFECTIVE UNIT TO BEGIN WITH......I WOULD LIKE MY $63 (overnight charge) to be refunded. ALSO THEY HAVE YET TO SEND ME ANY SHIPPING INFORMATION TO EVEN BE ABLE TO TRACK THE SHIPMENT OF THE MOTHER BOARD!!! POOR COMMUNICATION SKILLS ON THE PART OF CHAMBERLAIN GROUP!

      Business Response

      Date: 05/15/2023

      We have begun to reach out to ********* ***** and we will be working with the customer toward a resolution. 

      Customer Answer

      Date: 05/18/2023

       
      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:05/09/2023

      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 MyQ smart hub which worked well with my garage opener for almost two years. However, about one week ago, I discovered that the open and close button on the app was no longer working. I reset the smart hub and tried many times with troubleshooting. I even bought a new MyQ hub but still had no luck pairing the smart hub with my garage opener. Finally, I contacted MyQ customer service and they informed me that their smart hub is no longer compatible with Linear garage opener after a recent firmware upgrade. However, from the compatibility list provided through their app, Linear opener is still shown as compatible. Although another webpage from their website shows that Linear opener is not compatible. This situation is unacceptable to me for the following three reasons:A good product should not be bricked after two years with a firmware update without any warning. It is a security system so they should be more careful.They cannot have false advertising on their website and app saying that a product will be compatible when in reality it is not.Now I am sitting with two smart hubs from MyQ, and neither of them are working because of their recent firmware update.I have attached a screenshot that shows that Linear opener is compatible with MyQ smart hub.I am requesting compensation in the amount of $50 (not MyQ credit, I do not want to deal with their product anymore) for the two MyQ smart hubs and my time spent on troubleshooting.

      Business Response

      Date: 05/23/2023

      We have contacted ********** and received confirmation that he is satisfied with our agreed upon resolution.

      Customer Answer

      Date: 05/24/2023

       
      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.

      The business is very professional and quick to respond. I am very satisfied with their solution


      Sincerely,

      Guiyu Bai

    • Initial Complaint

      Date:05/08/2023

      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.
      Husband placed an order for a garage camera on April 12 2022. Less then 10 minutes later decided against it and called customer service to cancel the order. The customer service representative said she requested a refund however if the package is sent out to refuse it. Couple days later package still ships and we refuse the package. Company has stated that they received the package from ****** The customer service representative gave ** a receipt number of 20230427-572 ****. Now it has been almost a month and we are still awaiting a return of $63.74. We have called multiple times and have been told they will process the refund however we are waiting almost a month now to get our refund.

      Business Response

      Date: 05/10/2023

      We processed a credit of ***** for **********************. We have attempted to reach him twice today and left two voicemails along with sending an email explaining the resolution. 

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