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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:04/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 logic board for my garage door opener on 12-21-22. When I realized that they overcharged me on 12-22-22, I canceled the order. They shipped it anyway. I returned it to them ****** #*************** on 12-28-22. They acknowledged receipt of package. They refuse to provide me a credit for the purchase price of $136.64 on my CITI credir card. They have gone so far as to lying to me and stated they issued a credit on March 17, 2023. THEY HAVE NOT ISSUED ME ANY CREDIT.

      Customer Answer

      Date: 04/05/2023

       
      Complaint: 19898228

      I am rejecting this response because:

       

      Chamberlain CLAIMS that they have issued me a credit for $136.64, BUT THEY DIDN'T Issue me a CREDIT.  The Chamberlain email dated March 27, 2023 is the one I sent to the BBB.

      They NEVER ISSUED ME A CREDIT, EVEN THOUGH THEY CLAIM THAT THEY DID.

      Sincerely,

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

      Business Response

      Date: 04/11/2023

      Contact was made by phone and email on 4/6/23 to inform ************************ that a credit was processed and should reflect on her account in 2-3 business days. A second call was made today 4/11/23, to confirm the credit was received. A voicemail was left. 

    • Initial Complaint

      Date:04/04/2023

      Type:Order Issues
      Status:
      Answered
      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.
      Garage door opener under warranty and the company stated it would send a new one *********** has continuously not entered our address correctly into their system 3 times after numerous phone calls each time they have not corrected the address and we still do not have the door opening unit They have stated they will send email confirmation and do not This is unacceptable customer service as they are playing games by repeating our address over the phone but not correcting it in their system

      Business Response

      Date: 04/10/2023

      We've successfully contacted ***************************.  The issue was resolved including a refund planned in coordination with the Technician/Dealer used by ******************.

    • Initial Complaint

      Date:03/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Chamberlain has a known issues with garage openers models BT4603T, B6753T, B4613T, B6713T, B4643T. Multiple users are experiencing the remotes only working within 1ft of the opener. When you call Chamberlain support, they have you do the following: Verify the lock feature is not activated on the door control, Reprogram the remote control, If the remote control will still not activate the door check the diagnostic codes to ensure the garage door opener is working properly, kill power to the ENTIRE house and turn breakers back on one by one, and the most important... remove any EMI interference. This can be appliances in the garage or LED bulbs. None of these suggestions work. Many reviews on Lowes and HomeDepot.com show people returning these units because they don't work, and Chamberlain isn't helping. After spending DAYS working on my new openers, I found out the issue. Chamberlain says to remove all LEDs from the garage yet they use LEDs in these openers. This is 50% of the issue. The other 50% of the issue is the antenna is sealed inside the unit and it lays completely across BOTH LED bulb boards. There couldn't be MORE interference with this design. Yet, there is a pre-drilled hole on the side of the unit where the antenna is supposed exit the unit. I removed 4 screws and opened the back of the unit. I found the yellow antenna wire clipped securely into the cover. The antenna is laying directly on top of the LED bulbs. I pulled the wire through the pre-drilled hole and that 100% fixed the issue. Chamberlain needs to: Include this as the very first troubleshooting solution when customers call OR fix the issue at the factory by removing the LED blubs or pulling the antenna through the hole they wasted time drilling in the side of the unit. I don't know what, but I feel like I deserve some sort of compensation for all the troubles and spending an entire weekend "fixing" these brand-new units.

      Business Response

      Date: 04/04/2023

      We have made contact with **** and determined that the steps taken to expose the antenna was provided by a video located on ******** No further documentation was located regarding what troubleshooting was completed with one of our associates. **** was made aware of additional troubleshooting steps that could provide a permanent solution, but he declined to make any changes as his opener is working properly. He is no longer seeking compensation and requires no further assistance. 

    • Initial Complaint

      Date:02/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Issue with garage door not opening with any of the three remotes. The issues is intermittent. Sometimes we return and the garage will not open from any of the three. If we wait a few minutes we will have success. Sometimes the garage door will open with the remote but cannot be closed with the very same remote once opened.Contacted support and got **** who was clearly out of his depth. He first asked if we could see the antenna hanging from the unit. No antenna hangs from the unit. He then said this unit does not have a hanging antenna. He then asked if there were any LED bulbs in the garage. There are LED bulbs installed in the opener directly from the manufacturer. Was told that LED bulbs can interfere with the operation. Absurd since the majority of light bulbs purchased in 2023 are LED. He was communicating internally with someone else who later in the call said there is in fact an antenna. It's in the compartment where the light bulbs are located. **** did not know this, nor did he know how to remove the cover to access the antenna. At this stage it was clear that the support I was being provided was inadequate. **** gave me a ticket number and informed me someone more qualified would be reaching out by telephone within a few days. 7 days passed, no call. I emailed **** asking when this would happen. No reply. Another 7 days pass, still no call, so I email again. No reply.At this point its been 2 weeks waiting for someone qualified to contact me to resolve this issue. Since **** cannot arrange for qualified support to assist us we decided this may me a way to make our issue known to the public as well as encourage someone in a management role to get involved and provide assistance.

      Business Response

      Date: 03/01/2023

      We have begun to reach out to ***************** and we will be working with the Customer toward a resolution for his issues with the Garage Door Opener.

    • Initial Complaint

      Date:02/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      After successfully using product since the end of 2020. The battery on the garage door sensor needed to be replaced. I replaced the battery and ended up having to reset the entire system. Everything is up and working great. Then the app deleted the garage door. Ok weird, call customer support and I'm told tuff c*** Your system is bad now. I go to setup again and sure enough it won't connect now like it did before. You should lose your product because you replace a battery? Really makes me think they took my serial number to disable my product. Just to buy a new one. It's a matter of principle! Super angry customer!

      Business Response

      Date: 02/24/2023

      We have made contact with ************************* and we are working with the Customer toward a resolution for his issues with the MyQ-G0301, Smart Garage Hub.

    • Initial Complaint

      Date:02/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Bought chamberlain smart garage control 9/2022 It was installed and has never worked properly It will work for a day or two and immediately go offline making it useless I have called the company twice First time was told that is how they are supposed to work horrible explanation Second time called and was told to get a Wi-Fi extension which I did the system stayed on line for 6 days and is back off line I even replaced the battery in the unit When I received an email offering more products from Chainberlain I wrote back to complain about my unit They sent an email saying call customer service which has been useless thus far I really need help getting this system to work Please help

      Business Response

      Date: 02/16/2023

      We have made contact with *********************** and we are working with the customer toward a resolution for her issues with the myQ Smart Garage Control. An order has been placed and we will be folling up to make sure the customer has received the order.

    • Initial Complaint

      Date:02/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 preemptively purchased two new Chamberlain garage door openers when I was having work done on my springs. The systems came with remote keypad openers. This fall, after having the openers for a bit over a year, I had to replace a battery on one of the keypads. I decided to change the 9V on both remote keypads. I was unable to get the battery cover back on either. I tried everything, from trying to close it without the battery, to loosening the screws attaching it to the wall, to taking it off the wall, to looking up ******* videos. I'm a handy person and for the life of me, I can't get the battery covers on either keypad to snap into place. Finally, I called technical support...several times. This was in December. They treated me like a criminal, like I was trying to steal something from of Chamberlain. All I wanted to do was to get my battery covers back on the two keypads. I was asked for photos (that I sent), then a video (that I sent). I was told that I didn't do it right my the video (which was incorrect) . So I tried again per their specific instructions. They asked for model numbers - I sent them the store receipt. They told me the model on the receipt was for the opener only - as if I was lying. I bought two systems that had the keypads with them from *********** Finally, told me the purchase was over a year ago and they couldn't help me. It's only over a year because I didn't have to change the batteries for over a year. Besides making me feel like I was somehow a criminal, trying to cheat chamberlain out of product, I still have two outdoor keypads with battery covers that don't stay in place. So every time my three kids who are old enough to use the keypad open the flip cover, the battery cover falls off. It's so frustrating to have new garage door openers and keypads that don't work. I have four kids. Believe me, I would not be wasting my time or your time if I could get the stupid battery covers to snap into place, but I can't. Please help.

      Business Response

      Date: 02/08/2023

      Successfully contacted the Customer and resolved the issue.

      An order has been placed to replace both keypads.

      The case has been closed and there will be no further assistance on this matter.

    • Initial Complaint

      Date:01/27/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 lights on my garage opener quit working. Reviewing my warranty policy It appears I'm covered. I emailed ********** and they were quick to respond initially. After the initial claim was submitted they ceased communication with me after several attempts to get this resolved I have filed a dispute here and will file a dispute with my credit card company as well.

      Business Response

      Date: 01/31/2023

      We made a first failed attempt to reach ************** and we continue to attempt to reach customer to work toward a resolution for his issues with the lights on the opener.  

      Customer Answer

      Date: 02/02/2023

       
      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:12/25/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Dear,I bought (order # **********) a MyQ smart garage camera for 70.35$ last 11/10/2022 which I thought was a great addition to my house. I followed the device instruction carefully for installation but after several frustrating attempts the device never worked. I placed a return claim (order # **********) for the malfunctioning camara on 11/17/2022 and mail it through *** on 11/18/2022. I have called them 3 times already (12/2, 12/9 and 12/16) but they always make excuses to not refund my money. They always said they have to check if the item came back to the warehouse which I find pretty disappointing. How in the world Chamberlain cannot track back return items in a warehouse and place an automatic refund like most tech companies in the US. Chamberlain claims that they sell smart devices to customers but they cannot track back return items intelligently. I find this odd. I want my 70.35$ to be refunded.

      Business Response

      Date: 12/29/2022

      We have reviewed the cases and are currently working on getting the refund expedited. We will be in contact with ********************** as soon as this is completed.

    • Initial Complaint

      Date:12/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Garage door opener still under warranty.In September, contacted Support at Chamberlain because the motor stopped working.Several follow-*** and replacement finally came in November.Contacted support because replacement motor not working, received another, then a drive and another drive and another motor board. Still not working.Chamberlain refuses to replace item.

      Business Response

      Date: 12/23/2022

      We are currently reviewing all cases and calls made from customer to tech support along with waiting for Supervisor insight. 

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

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