Business Profile

Garage Doors

Chamberlain Group, Inc.

Headquarters

This business is NOT BBB Accredited.

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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:12/12/2022
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.
09/22 I purchased a chamberlain garage door opener from menards. I had it installed by a local contractor company. I am having problems with the opener and have contacted chamberlain. they do not have a authorised dealer in my city. every time i call them on the phone they put me on hold for 10 or more minuets and then hang up on me. this has happened multiple times. I still do not have a working opener and no resolution to my problem. I am **** with no opener and no options to get it working and it is under waranty.
Business Response
Date: 12/13/2022
We have reached out to *************** and started the process to hopefully get a dealer out to help inspect the installation of the garage door opener, since we do not manufacture garage doors or its hardware, we are unable to cover a service call for it. We also apologized for the experience, we will be looking into the issue further, and following up via email when we have concluded the investigation.
Customer Answer
Date: 12/16/2022

Complaint: 18562446

I am rejecting this response because:
The business has responded. I am waiting for them to send someone out to look into this. The nearest factory authorised Tech is 90 miles away.

Sincerely,

*************************
Business Response
Date: 12/20/2022
I believe there may be some confusion, as we sent out a technician to **************** on 12/14/22, and it was determined to be an issue with the garage door hardware itself. It is missing the bracket/brace. We also followed up with an email and call with **************** where we advised him what was needed and even mentioned the dealer that went out to check the installation of the garage door opener, I have attached the email for reference. The bracket/brace is not a part that is manufactured or provided by us, this missing part is vital for the opener and the door to work properly and needs to be provided by whomever installed the garage door and hardware. As much as we wish we could assist further there is nothing within our power that we can do.
Customer Answer
Date: 12/21/2022

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,

************************* I am still waiting for my contractor to get the parts and install them. chamberlain did what they needed to do.
Initial Complaint
Date:12/07/2022
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.
The garage door opener I purchased in June 2022 stopped working after 5 months. I contacted Chamberlain multiple times and they refused to send technician to fix it although the product was within warranty period.
Business Response
Date: 12/15/2022
We have reviewed the cases and calls on this matter and are currently awaiting response supervisor insight.
Initial Complaint
Date:12/06/2022
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.
Purchased a "Brand New" Chamberlain garage door opener from ********** in July 2022. Get home and unpackage, they have included inside the box, a notice that not all parts are included. Nothing on exterior of box or prior to sale. The flyer goes on to say that due to the parts shortage, a Bluetooth logic board is not included and we have to contact them to have it sent when it becomes available. I did this in July 2022, and still have not received it. Chamberlain Group selling garage door openers that are incomplete. When I called last night checking on this, they claim they know nothing about it. I spent 27 minutes and 39 seconds on the phone with a customer service rep that speaks poor English and she could not even get my name right after several attempts to do so!
Business Response
Date: 12/06/2022
We have called and email **************** and hope tp hear from him soon. There was an order placed in for the Bluetooth logic board last night (********) and with a delivery date of 12/13. Once it has shipped the tracking number will become available.
Customer Answer
Date: 12/07/2022

Complaint: 18530115

I am rejecting this response because: first, why do they sell incomplete products?
Second, they did not even address why it wasn't sent to me 6 months ago.

Sincerely,

***********************
Business Response
Date: 12/12/2022
We are sorry that **************** does not feel like we did not explain in detail that there was worldwide component shortage, but per the attachment submitted by himself it does state that there was a shortage, we could not make the July date as there still continues to be shortages. We sent an email where I made myself available to discuss it further but there was no reply from ****************, I have also attached the email, we even reached out and left a voicemail. Since there was no reply we can only assume **************** did not want any further details. The BBB resolution that was requested was the delivery of the logic board, the board is already on its way (Tracking Number: **************************, Order Number: ********). If **************** would like to discuss why there is a worldwide shortage on components we would be more than happy to discuss it with him.
Customer Answer
Date: 12/12/2022

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:11/25/2022
Type:Delivery 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 Jan 2nd 2022, I ordered two Chamberlain 3/4 HP Smart Quiet Belt Drive Garage Door Openers (B4505T) from ********** (Order number WP23385435). During the installation process, I discovered two letters in each box indicating that these units were shipped short material, specifically the Bluetooth logic boards and Motion-Detecting Wall Controls. I had picked these specific openers because the advertised this functionality. I have followed the guidance on the instructions and registered with Chamberlain to receive the missing parts and received two acknowledgement emails on Jan 17th. The letters in the box indicated that Chamberlain expected the short parts to be in stock by July of 2022 and that these parts would be sent to me once available. On Nov 25th, I reached out to Chamberlain support to get a status update. I connected with "********************" from their online support and after explaining my issue and asking for the next steps, I was ignored. I now have functionally two garage door openers that do not meet their advertised functional spec. These openers have been installed on the promised that these parts would be provided to me in a reasonable amount of time. I functionally bought one thing but received a product that was significantly inferior instead with a promise to be made whole at a later date which has not been kept.
Business Response
Date: 11/29/2022
We have attempted to reach out to **** in regards to the claim that web agent ******************** ignored him. The claim that he was ignored is not correct as per the chat transcription provided as an attachment. We were able to place in an order (**********) for both the logic boards and wall controls as **** requested and it has a ship date of 11/30/22. Once we are able to speak with **** we will be able to discuss in detail why the Bluetooth logic boards had not been sent out as we anticipated and the actual functionality of the Bluetooth.
Initial Complaint
Date:11/22/2022
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.
Very dissatisfied with this product. I paid $3,400 for my new garage door in June 2022 and it stopped working less than 5 months later; the motor died. They sent me a new motor because its covered under warrant but will not pay for a technician to come replace it. Making a customer pay to have a faulty product fixed is bogus. Additionally the fact that I cannot speak to a member of management who can approve the cost of a technician is extremely sketchy and the most poor customer service Ive ever experienced.
Business Response
Date: 11/23/2022
We have been in contact with the customer and have agreed to the service call as an accommodation based on the failed promise to speak with a manager and the ongoing issue of 5 months. An order for replacement operator has been placed and a service call will be scheduled once the unit arrives to the customer.
Customer Answer
Date: 11/28/2022

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:11/05/2022
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.
We had an ****w installed by a garage door company along with a brand new door. We constantly get errors with 4-1 and 4-3 which then yields the unit completely unusable and the door left often. Why the door does not stay shut when it hits the concrete floor is puzzling to me as I have never seen a garage door do this in all of the homes and business locations I have had with automatic openers. When the door goes down, it stays down. Now the door has had to be manipulated to the point that there is a 2 to 3" gap at the bottom to prevent the door from bouncing back up when we come and go from our house. We could not keep interrupting our day to deal with the garage door company coming back and we are tired of using the manual release to shut the door. Apparently, there is no switch to turn this ridiculous feature off so that the door will remain shut when it hits our garage floor. I want an operable side opening unit that does what you advertise it to do. ie: stay closed when you close the door.
Business Response
Date: 11/07/2022
We have been in contact with the customer and gathered details of the issue, opener and door. We are currently working with the customer to determine if the door is within specs fo this opener before proceeding with a possible ********************* call.
Customer Answer
Date: 11/10/2022

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. However, with that being said, it does not account for the flawed design of the opener in that if it detects what it might think is something in the way, it will automatically go back up. In my opinion, the door should only go back up if the sensors detect something in the way.......if nothing is in the way, the door should then shut. In this case, if my ********* heaves because of changing temperatures, now the door goes up and becomes inoperable until the unit is readjusted. Again, the sensors should be the only trigger to let the door know that there is something in the way. If the door hits the floor with too much pressure, this should not be an indicator to go back up.

Sincerely,

*******************************
Initial Complaint
Date:11/04/2022
Type:Product 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 purchased a liftmaster double gate opener from southwest automated security in ***, ******** and it worked great for about 2 months till one day the gate would not close. We called Chamberlain tech support and went through an hour or so of troubleshooting, at the end of which it was determined that one of the gate arms was defective. We were told to return the part to the dealer. I fully expected to walk in and exchange the part for a new one. The employees told me I would be in for quite a wait to get my gate arm back from Chamberlain and that if I didnt want to leave my gate open and my property not secured that I would have to purchase another one at the price of $657.32 and after Chamberlain checked the return arm and it was found to be defective that they would refund the new arm purchase to my credit card. I was not pleased and expressed that, but had no choice but to purchase the new arm We bought what we thought was a great product from a company that would stand behind their products. To date it has been nearly two months with no money returned. I called southwest automated security about a month ago to find out what the lag was and was told that Chamberlain was backed up but that it would be soon.I felt like I was being blown off. A week later I returned to the store to check the status and the employee I had talked to a week earlier immediately got upset and said he told me on the phone that it still hadnt been looked at by Chamberlain and didnt appreciate me coming in to check on things in person and felt he was being called a liar about the return.The return was made on the recommendation of their tech support person. I feel that I am being taken advantage of. The return should have been a quick swap for a working part, but instead it cost me the purchase of another arm at $657.32 with a promise of reimbursement which has never come to pass. The return date was 9-7-22 todays date is 11-4-22
Business Response
Date: 11/15/2022
We are currently in contact with the customer and the dealer about the advance return which placed on 10/20/22. The return credit is currently being processed and should be completed and sent to Southwest Automatized Security in about 3-5 days which we will contact them at that time regarding their next steps for sending completing the credit return to the customer.
Customer Answer
Date: 11/18/2022

Complaint: 18361643

I am rejecting this response because:
I still have not received the refund for the returned defective part. I will update this when I receive the refund
Sincerely,

***************************
Business Response
Date: 11/23/2022
We have verified that the credit was issued to the dealer and have also reached out the dealer today and confirmed they did receive the credit. Southwest Automated will be getting the credit issued to the customer's CC today. We also made a failed attempt to reach the customer via phone, but email has been sent to the customer with details.
Initial Complaint
Date:10/29/2022
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 am the Second Owner of the house and when i moved in September 2021, i reset remote and clear up memory for safety issue After couple of months i saw some issues which i try to resolve by phone support and from last 5 months i problems with garage motor with support advice i reset or clear memory again as advice by phone support and also disconnect outside and inside remote but still i have same problem of Garage door opening itself. Case ID **************** Talk to Supervisor they told me It is a logic board issue and i am not covered as warranty expire and i also give them example If Car has safety issue they do recall of the unit no matter if its out of warranty, same is true with my case but ****** (Supervisor) said because i am 2nd owner of the house its not covered. This is not logical. No matter who is the owner when is come to safety and security of citizen it should be recalled
Business Response
Date: 11/01/2022
We apologize that the garage door opener is having issues.The manufacture warranty for the 8355W-267 was only for a period of one year (opener was manufactured and installed prior to ************** moving in) and as stated by ************** it no longer has a warranty. If the home was purchased within the first year of install and you were the second owner the warranty, per our verbiage, would also not be transferable. I offered you a 20% discount on a new logic board, but ************** declined. I explained that we could not treat the garage door opener as a car and do a recall, there are no known issues with the 8355W opening/closing on its own per a software/manufacturing defect. Also, garage door openers are not categorized as cars per UL325. ************** would like to leave the issue as unresolved as we could not give him the resolution he wanted and would like no further contact.
*The warranty is for the original purchaser/homeowner, is not transferable for any of our products
*The 8355-267W had a one-year warranty, pictures provided show manufacture date of 2018 and home was sold to new owner in 2021, which would still be well out of the 1-Year period

Customer Answer
Date: 11/01/2022

Complaint: 18331245

I rejected the response they offered me 20% discount on logic board which i think i should not pay as follow
1. She said i cannot compare to car well can she compare with cellphone or laptop in past when they have battery issue and burst out of its own company recall their devices no matter if they are out of warranty. Well i think same is true with my case ur logic board glitch can cause safety and security of our family
2. Well i think i m not in favour of discount for same product, if she wants to gave same product it should be free of cost or she can offer discount to wards new product but she did not gave me any choice. No other offer
3. She even did not ask me what could be resolution i can think
4. She said in phone conversation that there is no known issue of this type to do recall, have u disclose any data to government or me. I have same issue in my neighbourhood but some time company dont admit their mistakes.
5. Yes i agreed i said leave it unresolved because she never willing to resolve complaint in phone conversation. She dictates company policies more important than customer safety and security
6. This not true that i told her i should be no further contacted she make up her own, phone recording is there to verify
7. I disclose my self i am 2nd owner what if i have not disclose. It doesnt matter warranty is transferable or not which is first time i heard when it comes to safety and security company has legal obligation to protect their customer no matter what kind of ownership i have and warranty status
8. Lastly I reject offer on logic board what if after 4-5 month i have same issue? I already have hard time to resolve this issue further i dont want to take any risk of my saftey, security and warranty

Sincerely,

***************************
Business Response
Date: 11/02/2022
Once again we are sorry that the opener has an issue within the logic board, we have offered the 20% discount for the part needed. We cannot provide a discount for a garage door opener as dealer/stores/installers have their own pricing scales. If ************** doesn't want to replace the part because as he put it, he doesn't want to run the risk of it happening again, then why use our product? Our logic boards installed in new openers and openers prior to the newer ones are manufactured using the same process and are tested for quality purposes. ************** is not happy as he continues to point out that he would like to have the part/issue fixed for free, which we cannot accommodate. We will continue to offer the 20% discount on the board and will gladly honor it if he changes his mind.
Customer Answer
Date: 11/07/2022

Complaint: 18331245

I am rejecting this response because:Instead of replying on 8 points she is saying why use of our product clearly she doesn't want to resolve complaint and i want to keep this complaint unresloved and i want other customer, govt. agency and ******************** to see safety and security can be compromised and company is not priority instead of recalling the unit they want customer to pay again. Lastly if business don't have any other resolution they don't need to reply again leave it unresolved and let other party to see how resolution has reached

Sincerely,

***************************
Initial Complaint
Date:09/24/2022
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 had to contact chamberlain 3x to get my garage door opener fixed. The first time they sent a travel module and it lasted a week. They sent another which lasted 3 months. Now they say I need a logic board but theyre on back order and they dont know when Ill get it. My garage door opener has never worked properly and they refuse to replace it. When I ask for a supervisor the employees say I can tell you what they will say so you dont need to talk to them and leave me on hold for over an hour before disconnecting.
Business Response
Date: 09/27/2022
The customer has been contacted today and offered a suitable similar opener for replacement which they accepted. Order has been placed as accommodation based on long wait for replacement board. We will continue to follow up with the customer until the opener is installed and up and running to their satisfaction.
Initial Complaint
Date:09/23/2022
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 an lm-**** w-7 LiftMaster on 3/24/18. I am a senior so I didn't use Wi-Fi until a couple of years ago and I was able to log into the MyQ app and use it without any problem. This past spring I change from 5 GHz to 2.4ghz and have not been able to connect to the MyQ app since. I have called LiftMaster, MyQ, my internet provider and mobile phone provider customer service and no one has been able to help me get connected back to the MyQ app. I am a 64-year-old senior I have stepped upon the second step of the ladder numerous times plugging and unplugging, pressing the yellow button, and for safety reasons I cannot get back up there again. Precision ************ of ******* in ******** is the one that installed it. I called them they want a charge to come out then I'm sure they'll find something that they'll say is not under warranty and want more money which I am not paying to connect to MyQ. It clearly says on there MYQ and I feel that as much money as LiftMaster has they can send somebody out of here to connect me at no charge to me. There is no sense in you sending me any parts because I have no way of connecting it and I'm not paying for someone to connect it. It gets all the way to the connections and swirls around The Little garage numerous times and then can't connect. I bought a Wi-Fi extender. I have a small house so it should be no problem with the Wi-Fi because it shows me excellent connection. Again all I'm asking is for representative or someone that knows how to connect me to MYQ to come out and find out why this app does not work. I have seen numerous complaints of people having the same problem so there must be something wrong with the LiftMaster opener inside that needs to be fixed. I APPRECIATE you helping me fix this matter obviously at no charge to me. Thank you for your help I can be reached at ************.
Business Response
Date: 09/27/2022
The customer was contacted today and we were able to have a myQ specialist assist her verbally in getting her opener connected to myQ. This issue turned out to be a setting in her phone that needed to changed. The opener is now working as intended and expected by the customer. A final follow up call was made after troubleshooting was performed and no further assistance is required currently from the customer.
Customer Answer
Date: 09/27/2022

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.