Complaints

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

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

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• 

  Chamberlain Group, Inc.

  300 Windsor Dr Oak Brook, IL 60523-1510

• 

  Chamberlain Group, Inc.

  300 Windsor Dr Oak Brook, IL 60523

• 

  The Chamberlain Group

  PO Box 3050 Nogales, AZ 85628-3050

• 

  The Chamberlain Group

  6050 S County Club Rd Tucson, AZ 85706

• 

  The Chamberlain Group

  1430 N Industrial Park Dr Nogales, AZ 85621

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:08/10/2022

  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've called multiple times, left multiple emails, no one ever return my calls or emails to help me solve my problem that I'm having connecting issues from my garage door to my phone. My diagnostic from the app, is showing red on my battery. Not sure what that means n can't find out, due to the fact no one ever returns or contacts me for my issues. It showing different diagnostic each time.Hard to get ahold of customer service e which says my wait time is 30 seconds, and I'm waiting on the phone for 30 minutes until I finally just hung up. I want someone to work with me or send me instructions on how to connect my garage door to my phone. I used to be able to open n close my garage from my phone, n just to check if I even closed my garage door. Now, can't do anything

  Business Response

  Date: 08/12/2022

  We were able to reach out to **** and determine why the app was having an issue connecting to her garage door opener. We have set up for a replacement unit to be sent out (********) and set up for an installer to help. We apologize for the experience she has had with the current opener. 

  Customer Answer

  Date: 08/15/2022

  I am rejecting this response because:I need to wait until I have receive the tracking for the replacement, and until the replacement has been installed.Until then, I am not able to determine the closing of this case.Sincerely,
  
  *************************

  Business Response

  Date: 08/19/2022

  We have not closed the case on our end for ******************, we have sent out the opener and are waiting for confirmation of delivery so we can set up a dealer to go and install the opener. Once we get the unit installed,we will then make sure it is in working order. We will at that point consider the case closed in our systems. 

  Customer Answer

  Date: 08/21/2022

   
  Complaint: 17700679
  
  I am rejecting this response because:

  Please provide me  wirh the warranty and 

  I want a contact number if this unit goes bad too.

  There is no contact information on the web page or anywhere.

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/25/2022

  Type:Delivery 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 July 6, 2022, I placed the order #******** with the company for two extension kits to my 2 LiftMaster garage openers. I received an email notification for my order the same day and when I reviewed the product number, included in the email, I immediately contacted the customer support person that I had placed the order with to make sure that my order included both a chain and a rail extension. I received the email below the same day, which confirms that I will be getting the chains and rail kits for my two garage doors. As of today, I just received two chains and not the railings. I contacted the individual that I placed the order with twice so far and I got no response. "Case Number: 20220706-4637150 Dear ***************************,Thank you for contacting Chamberlain Group Technical Support. Below is a response to your recent inquiry.As we discussed: Order number ******** , Part number 041D3483 8' door chain and rail kit x2, Est delivery date 7/13/2022 If you need to reach out to our support team in reference to this case, please provide case number, 20220706-4637150 or visit our support site at support.chamberlaingroup.com for how-to articles, videos and additional assistance with our products.Sincerely,****** Technical Support Chamberlain Group

  Business Response

  Date: 07/27/2022

  We have contacted and followed up with ****************** and have issues a return for the chains he received. The full T Rail is not sold and will need to be purchased through a local LiftMaster dealer/distributor as it needs to be transported on a flatbed truck. We were able to provide the part number along with local companies to contact. The agent has been coached about the rail and responding to customers emails. 

  Customer Answer

  Date: 08/03/2022

   
  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:07/25/2022

  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 a Wireless Motion Alert System from this company in Sept. 2021. It stopped working and I called them and tried to chat online. I was put on hold for over an hour and the chat never went through. The product is under warranty for a year. The person who picked up said he would transfer me and after an hour nothing.

  Business Response

  Date: 07/28/2022

  We have reached out to ******************* and have sent out a replacement CWA2000. 

  Customer Answer

  Date: 08/05/2022

   
  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:07/21/2022

  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 purchased a brand new Chamberlain's belt drive garage door openers. It was all professionally installed. A couple days later It malfunctioned few times a day, whether the remote won't work, or the keypad won't work or the and wall button won't work, always have issue with one opener .i called the customer service, they were bouncing me from one person to another person i have to explain from the beginning to every person.finally got a hold on one person, which i spent time over an hour, she made me reset everything, during the troubleshooting, she asked me to do a lot and even during the troubleshooting, we could not fixed the issue, after long time on phone, she told me that i need to call the technician again, coz she claimed they do not send anyone to customer to look at the issue.i finally asked her that i need to talk to her manager, which she tried to ignored , after few request about manager, she put me on hold after 10 minutes she said her manager is calling me right after this call. no manager has called me yet so far my device is still under warranty(one month old) and there is no help from chamberlain.

  Business Response

  Date: 08/01/2022

  We have reached out and spoken to Mr. ***************************. We will be coordinating a time to help determine why the keypad and remotes are having an interference issue. We also will be sending out a remote as one of the two was not working straight out of the box. Once we can determine the root cause of the issue we will be able to determine the correct path to resolution for ********************.