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:01/03/2025
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 have had issues with my garage door opener for the last three days. I contacted tech support, after 30 minutes on the phone, the representative wanted to send me a circuit board. I advised him Im not qualified to take apart the garage opener and I will not pay someone to come out and do that. This item is under warranty and the company will not replace the u it or send someone out to do the repairs. I would like the company to send me an exchange or a new unit instead of the circuit board. I would rather have the new unit that way my garage repair man can install it.
Business Response
Date: 01/19/2025
Thank you for speaking with us regarding the issues you were having with your unit. If you continue have any more issues, please feel free to contact us or email us. Thank you
Initial Complaint
Date:01/03/2025
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 new garage door and opener installed about 6-7 months ago, but I've been experiencing issues with the built-in camera since day one. The camera doesn't function properly when I'm not home and sometimes fails to work even when I am home. I cannot access the camera feed because it never loads, though I can open and close the garage door using my phone.I initially contacted the installer, M&M Garage Doors, and they replaced the opener, but the same issue persisted. I then spoke with ******* ****** from M&M Garage Doors, who assured me he would reach out to Chamberlain's support team to resolve the issue. Following that, I spoke with ***** from Chamberlain support, who informed me they would investigate the problem (case number: 20240906-7730685). ***** first contacted me on 9/10/24, stating he would consult another department to find a solution.We exchanged a few emails, but since then, I have not heard back from him. Despite sending numerous follow-up emails, I have received no *********** this point, I simply want my opener either fixed or replaced with a unit that works as intended. Please address this issue promptly.
Customer Answer
Date: 01/04/2025

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:12/20/2024
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.
A garage door opener from this company malfunctioned and caused ***** worth damages to my car. The company has refused to pay for repairs.
Business Response
Date: 01/07/2025
Thank you for reaching out to Chamberlain. We have attempted to reach you and were unsuccessful. We did send you an email so you can feel free to reply with the date and time that would work for you to speak to us. Thank you
Customer Answer
Date: 01/08/2025

Complaint: 22716317

I am rejecting this response because:

Sincerely,

***** ******
Customer Answer
Date: 01/10/2025
Im rejecting the companys decision because they are not offering to pay for the damages to my car because of the garage door opener that caused. All I have gotten was an email from tech support about trouble shooting the garage door opener, which has been returned . I dont believe that theyre being honest about testing the garage door opener . I was told that they felt it wasnt malfunctioning. How can one determine this based on feelings not facts.
I dont believe they have been honest from the beginning, but trying to take advantage of me . I was sent a label for an item that had already been returned and it wasnt mine. However when I did send it back, it took several weeks for a response and I had to initiate the response. The only thing I want from Chamberlain is the amount of the estimate, which is ***** at the time of the damage.
Thanks
Business Response
Date: 01/14/2025
After conducting extensive testing, it was found that unit CMXEOCG472 passed all functional tests. We confirmed that the unit did not malfunction and does not constitute a product liability issue. Based on the test results the claim for $2,700 has been denied.
Customer Answer
Date: 01/27/2025
Complaint: 22716317

I am rejecting this response because: I want this case to be reopened and resolved. The company needs to take responsibility and stop trying to take advantage of an 85 year old Senior Citizen.

Sincerely,

***** ******
Business Response
Date: 02/04/2025
We apologize for any inconvenience this may have caused. After conducting extensive testing, it was found that unit CMXEOCG472 passed all functional tests. We confirmed that the unit did not malfunction and does not constitute a product liability issue.
Customer Answer
Date: 02/04/2025

Complaint: 22716317

I am rejecting this response because:

Sincerely,

***** ******
Initial Complaint
Date:12/17/2024
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.
Chamberlain Order#**********. On 10-06-2024 I ordered two MYQ Remote LED Lights for $159.98 plus $13.40 taxes and $5.00 shipping for a total of $178.38. I couldnt get them to function properly even by working with one of their techs. On 10-10-2024 I returned the lights via their instructions through *** Ex with tracking #************. *** Ex shows that the lights were received by Chamberlain on 10-14-2024 at 10:42am.On 11-16-24 I called to ask why I hadnt received the refund. The man on the line said he saw that the items were returned but couldnt figure out why a refund hadnt been issued. He spoke with a supervisor and told me that they would do a manual refund and I would receive the refund within 5 business days. No refund was received. On 11-27-24 I called at 8:28am PST. The lady looked it up again and was puzzled why the refund wasnt processed. She said she was going to look into it and to stay on the line. She reiterated that I shouldnt hang up. Well, after an hour and a half I hung up and called back. I spoke to ***** who, after 15 minutes, told me I would get the refund in two weeks. Its now 19 days later and over a month after the items were returned and no refund has been received. I explained to each of the representatives that the confusion might be how they charged me. My statement shows that they made two charges on my card. The first charge was for $164.98 which was the item total $159.98 and the $5.00 shipping charge. The second charge on my card was $13.40 which was the taxes. Please help me. All I want is for them to return my money. I cant understand how this can be so hard for them to handle.
Business Response
Date: 12/18/2024
Thank you for speaking with me today and giving us the opportunity to assist you. If you have any additional questions or concerns, please feel free to reach out to us.
Customer Answer
Date: 12/24/2024

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. They have issued the refund. Thank you for your assistance.

Sincerely,

D ***** ****
Initial Complaint
Date:12/06/2024
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.
Chamberlain Group offered a 'Video Free Trial' via their myQ service. I signed up for this, and despite the app showing 12 days left of the free trial, the service is not working. I spent two hours troubleshooting this issue on my own (reading support articles, etc.). When contacting their Support team (which is always a frustrating experience in itself), I was informed they show no record of a free trial (despite their app clearly showing there are 12 days remaining). We purchased two of their keypads at full price in addition to two remote access points. I feel hoodwinked by their deceptive advertising / offer, and frustrated that I've spent time trying to resolve this to no avail.
Business Response
Date: 12/10/2024
Thank you for speaking to us today. We will be reaching out to our Product Quality team for further investigation and will follow up with you in 24-48hrs. Again, we appreciate your patience and working with us in getting this issue resolved for you.
Initial Complaint
Date:12/03/2024
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 replaced a garage door opener with a new Liftmaster which was added to our existing two 2012 Liftmaster units. We began having problems with the existing units not wanting to open or close wirelessly for several months. The doors would openly partially and then close on their own. We finally had Overhead Garage door out in August who gave us very little guidance other than to swap our cards with the existing units. *************** was the company who installed the new unit in Feb2024.They walked away and we have continued to have problems ever since. We have spent much time trying to troubleshoot this ourselves and after googling it in November it. States there is an issue with the signals from old to new.Weve contacted support for Chamberlain and are now being told we need to buy two NEW units to replace and resolve the problem, WHAT??? Im not spending ***** to resolve their technical problems!They can either send a technician that knows about this problem or replace our two existing working units that were fine before the new model was installed
Business Response
Date: 12/18/2024
Thank you for contacting Chamberlain. We tried to get a hold of you via phone and email but were not able to reach you. Please feel free to email us back with the date and time that would work with you so we can schedule a call back.
Initial Complaint
Date:11/26/2024
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.
************************************************************************************************************************************************************************************************$This website is highly misleading, and likely a scam. We have a Liftmaster operated driveway gate that began malfunctioning on Monday November 4, 2024. We searched for a repair service that day and found this site. We called, and someone ("***") came out pretty promptly. *** seemingly fixed the gate and we paid approx $430 via check at ***** instruction (now we know why), which was cashed/deposited that very day. Shortly after *** left that day, the gate began malfunctioning again. For the past 3+ weeks, we've placed multiple calls and texts to both *** and the company's main number on the website. *** told us numerous times he would be coming back, but he never did. When we called the company and asked for a manager, a foreign-accented receptionist, who claimed to be located in ******* (but wouldn't/couldn't give the address, or the managers full name), told us, each and every time, that the manager was in a meeting or on a call and would get back to us. That never happened either. Now, the phone number is no longer working and *** is no longer responding to texts or phone messages. So, we're left with a still-broken gate and $430 less in our bank ********** seems pretty clear this is a scam and not a real company. The BBB should be particularly alarmed, given that the website posts a "A+ BBB Accredited Business" logo on the front of its website. At this point, all we're hoping is that we get our money back and that these people don't scam anyone else.
Business Response
Date: 12/02/2024
Thank you for contacting Chamberlain/LiftMaster and speaking to us on Friday regarding the issues you had encountered with a dealer. I've included the website we shared with you to contact local LiftMater dealers: *************************************************************************;
If you have any additional questions or concerns, please don't hesitate to reach out to us and we will be more than happy to assist.
Initial Complaint
Date:11/24/2024
Type:Billing 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 asked for account cancellation in October/24 but they just ignored. I called them 11/23/24 to request a cancellation again. The representative sent me an email later confirming the account was deleted which is which is not true. The account is up and running. This is a very simple issue that can be resolved with simple and fast steps. They are not taking my request seriously. Thank you.
Business Response
Date: 11/26/2024
Thank you for contacting Chamberlain. We attempted to contact you and were unable to reach you. Please respond to the email we sent you so we can schedule a call back. Another attempt will be made later today and hope we get to speak with you so we can resolve your issue.
Initial Complaint
Date:10/28/2024
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.
Was incorrectly advised to purchase an annual subscription to MyQ app from a 3rd party. I called the Chamberlain Group to review and they agreed that it wasn't the right fit for a single family home. They cancelled our subscription and I was advised that we would receive a refund in the amount of $37.16 within 14 business days. This was on September 25th. I've checked in via phone and email and no one has answered me about the missing refund. We were within the 30 days, so still entitled to the refund per their *********'s just a little jarring that there are multiple complaints on this site and it seems as though no one is holding them accountable.
Business Response
Date: 11/06/2024
Thank you for contacting Chamberlain. We contacted you today and were unable to get a hold of you. We will make another attempt to contact you tomorrow regarding your concern.
Customer Answer
Date: 11/07/2024

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:10/18/2024
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.
Order placed on July 8, 2024, my order number is **********.Returned using a ***** shipping label provided by Chamberlain Group., item picked up on July 28, 2024.First call.. I was told refund would take 7 weeks.Called after 7 weeks and I was told 5 to 7 business days.Called again and was told 3 days.Called again and ******* said she would find out the reason it was taking so long and call me back that same day.. never received her call.Called the following day and was told ******* would call me.. she has not.The first case number they assigned me was 20240727-7536089 Then they assigned me case number 20241001-7875907.I was told they had all the information that was needed in order to receive my refund.
Customer Answer
Date: 10/22/2024

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,

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

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