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.

  300 Windsor Dr Oak Brook, IL 60523-1510

• 

  The Chamberlain Group

  2850 E Drexel Rd Tucson, AZ 85706-3414

• 

  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 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:03/17/2025

  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.

  I purchased a single-arm gate swing opener from a LiftMaster distributor. After a few months, the arm started malfunctioning, so I called LiftMaster for guidance. They instructed me to remove the arm, take it back to the store where I purchased it, and they would replace it. They also provided me with a case number. Note that Liftmaster does not have a separate phone number for homeowners for warranty on gates. You have to call the residential number, and then they say you've reached a wrong place and transfer me there. Following their instructions, I removed the arm and took it to ************************** in *************, but they flat-out refused to swap it. They said they didnt care what LiftMaster had told me and insisted that I go through a dealer, pay for a new arm, and wait to see if LiftMaster would issue a credit.Frustrated, I called LiftMaster again on the spot. The representative told me she could not honor the case number already issued because the process must go through a dealer. Now, Im stuck with a malfunctioning gate arm that should be covered under warranty. I followed their instructions, paid a technician to remove it, and yet I still dont have a working gate openerdespite spending over $1,300 along with all the back and forth, troubleshooting fees and my time off from work. This is a complete disaster. I have two kids who play in the backyard, and now I cant let them outside without constant supervision because they could end up in the street.

  Business Response

  Date: 03/26/2025

  Thank you for contacting Chamberlain. After troubleshooting, we replaced the door arm and will follow up upon receipt to ensure everything is working properly.

• Initial Complaint

  Date:02/22/2025

  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.

  Garage door Video camera not working after replacing logic board. My Chamberlain garage door stop connecting with MyQ app. I contacted chamberlain support and they sent me replacement logic board which I installed. After installing the logic board, it does not recognize camera and it's not connecting camera to MyQ app. I spent several hours to troubleshoot with chamberlain support but no success. They told me they escalated issue and someone will reach out to me. It's been over 3 weeks, I am calling them every week to check status of my complaint and they keep telling me someone will reach out to me but they haven't. I asked them to send me another logic board and they told me they don't make logic board which I had originally and the one they sent me it's compatible. I need help to get correct logic board so I can use video camera and monitor from my MyQ app. Reference case# ********-8450319

  Business Response

  Date: 02/25/2025

  Thank you for contacting Chamberlain. After troubleshooting, we will be replacing the garage door opener and follow up upon receipt to ensure everything is working properly.
  

  Customer Answer

  Date: 02/27/2025

   
  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:02/12/2025

  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.

  I have a myq keypad and hub It has been off since Jan 16. I called a week ago to try and get it resolved i spoke to a young lady that tried to assist but I had to go. I called today and the customer service just sucked. One lady I spoke to acted as if she had no clue as to what she was doing at all. I called back and got a condescending man on the line when I asked for his supervisor he put me on hold for over 50 mins and never came back to the line. I called back and spoke to a spoke to ***** who put his supervisor **** on the phone who had no clue she said my video keypad will not work with a genie garage when I told her I have had service for almost a yr without a problem now it's a problem and asked her do she have me on a speaker phone it sounds like she is under water and I can't hear her she said she is not going to speak to me if I talk to her in that tone. I said what tone I asked do you have me on speaker phone. She said something I could not hear her then I hear music and she disconnected the call. She came on the line lying. ***** never came back to the line he had me on hold for almost a hour she could not explain as to why I am frustrated and she is a supervisor that disconnects right at the time to go home. She and ***** do not need this job. If they are disconnecting on customers. Please listen to the calls

  Business Response

  Date: 02/20/2025

  Thank you for contacting Chamberlain.  After troubleshooting, we will replace the MyQ hub and follow up upon receipt to ensure everything is working properly.

• Initial Complaint

  Date:02/10/2025

  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 order deadbolt look from MyQ ********** on 21 Dec 2024. Shortly thereafter the deadbolt arrived, however it was not compatible with the existing door handle. As such, I contacted MyQ Chamberlain on 31 Dec 2024, requested documents to return the unopened package, and returned the package the same day. On 27 Jan 2025, after still not having received a refund of $267.30, I again contacted MyQ ********** to determine status. I was advised the package had been received in pristine condition on 6 Jan 2025, and to allow another week for processing and refund. On 6 Jan 2025, still after not having received a refund, I contacted MyQ Chamberlain again and was advised it would be at least another two (2) weeks before the refund would be processed. As such, I requested to speak with a Supervisor immediately and was advised that would not be possible for at least ***** hours. As such, I advised the agent this was an unacceptable process and that I would contact the BBB since they have continually withheld my monies for no apparent reason.

  Customer Answer

  Date: 02/10/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/08/2025

  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 had a problem with my Garage Door Opener that had Warranty with ***** ************** They serviced it for more than 2 years without resolving the problem. (Letter dated 1/8/2024 attached). They finally gave us funds to replace the item but being that it took more than 2 years, it caused damage to the Garage door itself. Their delay in repair created another problem they'd not address but told me I'd be hearing from a representative from The Chamberlain Group, Inc. (Letter dated 10/30/2024). To date, their representative did not take the initiative to contact me to resolve the issue. Thus, I made some calls & they told me that I was given the wrong information & to go back & contact ****** ***********************-******** rep. ****** ******* said Chamberlain Group is to handle this matter and they ******* are not going to take responsibility for their delay in repair replacement which can lead to immediate & long term damage. Things have lead to is safety issues, further damages, nonoptimal performance of the equipment, higher cost of repair, decrease in resale value & insurance claim problems. They are ignoring me and not resolving the issue that ******** stated was their responsibility. The Garage Door Opener replacement agreement was signed 7/29/24 but STILL WAITING ON RESOLUTION OF THE GARAGE DOOR since it's off track and causing water damage to the wood beams. The Garage Door quote is attached which is the requested settlement. I was told the statue of limitations in ** is 1 year from the date of loss. Also, my claim needs to be resolved prior to 6/1/2025 or file litigation. Perhaps they want to ignore me so the statue of limitations can expire and they will be relieved of their responsibility. Your assistance is really needed and appreciated. ***** & The Chamberlain Group are ignoring me. Chamberlain's address received is: *********************************,ph# ************.  

  Business Response

  Date: 02/12/2025

  Thank you for speaking to us today. If you have any additional questions or concerns dont hesitate to reach out to us. 

• Initial Complaint

  Date:01/29/2025

  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.

  Purchased a chamberlain belt drive from ********** 2-3 weeks ago from **********. Item B2211T. I was installing it yesterday 1/28/25 and the within the box contains railing fit for a garage doors 7 ft max. Any larger sizes require a rail extension kit to purchase. My garage door is between 7 and 8 ft max. The box doesn't make clear that additional parts are needed and required for purchase. Yesterday I purchased the 8 feet chamberlain belt drive extension kit. It cost ***** at **********. I purchase it and it gives me the extension I need which was a foot longer. However there is a rail and the original belt drive from the original purchase that are now unnecessary not needed useless and can be thrown away. The extension kit made the replacement of my garage door opener more expensive. It did not factor into my decision to buy the chamberlain garage door opener when comparing cost with other similar, other branded garage doors openers. This didn't seem open and honest to the consumer, and this will force many to buy their chamberlain extension kits. My complaint is that the original packaging did not make clear to me more parts may need to be purchased. I understand there are different size garage doors. If that is the case the garage door opener rail should be in purchased separately in its entirety. There is waste in the original packaging of a rail attachment and the original belt drive. The consumer has to pay for a cost that chamberlain should improve to ****** waste and have more accessible for garage doors of all sizes. I called customer care this morning regarding this concern. When I was directed to customer care after stating my complain i was put on hold for an extended period of time and eventually unexpectedly the call hung up. The call to **************** at 7:56am PST 1/29/25 was for a total of 22 minutes before the call was disconnected unexpectedly.

  Business Response

  Date: 01/30/2025

  Thank you for speaking to us regarding your concern. We did explain that the packaging does state the unit is for 7ft doors and it might require a rail for any door thats higher than that. We will definitely take your feedback into consideration.

  Customer Answer

  Date: 01/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I am unsatisfied with the business reply however I am not confident that any significant change will be made and would accept this case being closed.   When they write they will "definitely take your feedback into consideration" is not substantive enough, lacking follow up and accountability to have taken my feedback seriously  
  

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

• Initial Complaint

  Date:01/29/2025

  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.

  I am filing a complaint regarding the poor customer service and lack of effective support I received from Chamberlain when I was locked out of my garage due to their system requiring app-based access.When I contacted Chamberlain for help, I received dismissive responses instead of real solutions. The chat agent, *****, criticized me instead of helping me. When I called the number he provided, the automated system failed to recognize my selections, preventing me from reaching live support. I tried calling 10 different times. Despite explaining this, the agent blamed me instead of acknowledging the systems failure. He repeatedly suggested using another phone, which was not an option as I don't have one, and I told him that. Over and over.Beyond the technical issue, the agent was unprofessionalcritical, belittling, and dismissive. He repeatedly said I should have kept a remote outside, though Chamberlains system only provided one. Instead of helping me find a solution, he placed the blame on me and repeatedly told me he "can't go into the past and keep this from happening".This highlights two major concerns:Inaccessible Support: The phone system does not reliably connect users to live agents, and chat agents are unhelpful.Flawed *************** Chamberlains system restricts homeowner access, increasing lockout risk with limited fail-safes.I expect a response outlining how Chamberlain intends to improve its customer service and product ***************************** to prevent similar incidents in the future.Desired Outcome:- A formal response from Chamberlain addressing these concerns - Improvements to customer service ***************************** and training - Clearer fail-safes for homeowners to regain access when locked out.

  Business Response

  Date: 01/30/2025

  Thank you for contacting Chamberlain. We tried contacting you but were unable to reach you. Please feel free to reply to our email so we can schedule a call back with the date/time that works best for you. 

• Initial Complaint

  Date:01/23/2025

  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.

  Purchased and installed a new garage door opener LiftMaster ***** MC on 12/9/24. Two weeks after the installation the garage door stopped working and had to get installer to come out and fix. After they got the garage door working again, the MyQ connection stopped working and have been trying to get this fixed. Contacted LiftMaster to troubleshoot and fix but they have not resolved. They sent a new logic board to be replaced but are refusing to send a technician to replace the board. Need help to get a service tech out to replace the board so we can get the MyQ connect to work as it hasn't worked after the garage door was fixed. The MyQ was working previously until the garage opener stopped working and was service. The MyQ connection and app no longer works and the product should be under warranty but LiftMaster will not send someone to replace.

  Business Response

  Date: 01/30/2025

  Thank you for contacting Chamberlain. We have scheduled a call back so we can further troubleshoot your unit. 

  Business Response

  Date: 01/30/2025

  Thank you for contacting Chamberlain. We have scheduled a call back so we can further troubleshoot your unit. 

• Initial Complaint

  Date:01/17/2025

  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.

  I purchased two identical Chamberlain B4643T garage door openers, and one of the wall controllers did not work (straight out of the box). Having two identical units, I was able to troubleshoot by swapping controllers as well as multiple other troubleshooting efforts, ultimately definitively determining one controller is a bad unit. I reached out to their customer service and they told me to buy a new controller. It is a significant effort to install the entire system, so I cannot uninstall everything return it. Chamberlain provided a nonfunctional product and has refused to honor the warranty.

  Business Response

  Date: 01/23/2025

  Thank you for contacting Chamberlain. We have several attempts to reach you but have been unsuccessful. Please feel free to reply back to our email so we can schedule a time/date to discuss any issues you might be having. 

• Initial Complaint

  Date:01/12/2025

  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.

  Purchased two chamberlain garage foot openers from Lowes in 2022.- Within a year one of the garage door openers went off line, meaning the Wi-Fi could no longer be used with the garage door.- Ive since called 3-4 times for the same issue. Each time it was corrected.- I requested a new opener but was told the issue was fixed.- My last call on 2 January 2025, spent approx 1.5 hours on the phone troubleshooting without any success. They collected all my info including my cell and never called me back. - I did ask with the ongoing issues for approx 2 yrs why cant the garage door be replaced and never received an answer before I was disconnected.- The garage door is still off line and not working. Its obviously this garage door has been defective as the second one has never had any issues. - I was sent a survey on the same day, 2 Jan 2025 and requested to be contacted and its now 12 Jan, with resolution.- At this point I need your assistance to facilitate a resolution.Thank you. 

  Business Response

  Date: 01/14/2025

  Thank you for contacting Chamberlain. We attempted to reach you at the number provided and were unsuccessful. We have also sent you an email for you to provide us with a time and date that will work for you to reach you. Thank you

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22800841
  
  I am rejecting this response because: I tried calling the number provided which goes to the general customer service line and not to *****. The agent had no idea what I was regretting so I said I would email her back. I emailed ***** back within 1hr of receiving her call but they did not return my call or email. If this is another attempt to troubleshoot the same ongoing problem for two years its really not what Im looking for. The garage door keeps going offline after correcting the issue. Since I have a second chamberlain garage door purchase at the same time and not having issues I know this is a lemon garage door opener. I really need a replacement part or a new garage door opener. Im more than grateful ***** called but please give me a direct line. I appreciate them trying to resolve this issue. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/17/2025

  Thank you for allowing us to assist you with the issue you are having with your unit. 

  Customer Answer

  Date: 01/17/2025

   
  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,
  
  ***** ******