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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:10/18/2024

      Type:Delivery 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.
      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,

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

    • Initial Complaint

      Date:10/15/2024

      Type:Sales and Advertising 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.
      10/14/24 I spoke with a Tech at Chamberlain to get help with garage opener the gentleman told us to purchase Smart Garage Opener because the garage opener we have doesn't have wi-fi and call them back so they can help me.. we we went out last night a purchase the product then this morning to find out the product isn't compatible with garage opener or myQ app. The person I spoke with this morning said I don't know why he told you to go purchase Smart Garage Opener. AND etc..

      Business Response

      Date: 10/18/2024

      Thank you for contacting us. We have attempted to reach you but were not able to get ahold of you. Please feel free to respond to our email if you need further assistance. 

    • Initial Complaint

      Date:10/07/2024

      Type:Product 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.
      Bought a C2102 opener from Lowes 6 months ago and was installed this opener has had numerous issues have had to replace sensors two times as of today opener does not work at all will not even light up outlet is working have also tried plugging into different outlets. Would like this defective opener replaced with a new one.

      Business Response

      Date: 10/11/2024

      Thank you for contacting Chamberlain. We have made several attempts to reach you but have not been successful. We did send you an email if you have any additional questions or concerns dont hesitate to reply back. Thank you

    • Initial Complaint

      Date:10/01/2024

      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.
      purchased two 893MAX garage door remotes; however, they will not program. Contacted customer and the representative was rude and nasty. Poor customer service. Need to get my two remotes programmed.

      Business Response

      Date: 10/09/2024

      Thank you for speaking with us. We will follow up once you receive the remotes to ensure everything is working properly. 

    • Initial Complaint

      Date:09/26/2024

      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.
      I purchased a smart garage door opener. Model C2405. Six days into everything my unit is faulty, defective. It will not open or close without resetting/unplugging. Halfway either up or down the unit stops operation. The unit beeps, the light bulbs flash and the buttons flash. I have to unplug to reset everything. Just to finish the operation of either up or down. Then the same issue occurs again. I had a technician, 3rd party, money out of my own pocket. He advised the unit is defective/faulty. So I reached out to chat support just to be advised I have to replace the circuit board. In which I refuse to do so, then the representative advised to pay more money to have them replace the circuit board. Absolutely unacceptable.

      Business Response

      Date: 09/30/2024

      Thank you for speaking with us today and allowing us to assist you with placing an order for your new unit. We appreciate your business and if you have any questions or concerns dont hesitate to reach out to us, Chamberlain. 

      Customer Answer

      Date: 09/30/2024

       
      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.


      A replacement unit has been initiated to be sent out.


      Sincerely,

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

    • Initial Complaint

      Date:09/19/2024

      Type:Product 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.
      I purchased a garage door opener from Lowes. I also purchased installation, because I have physical limitations precluding me from installing myself. The brand new, sealed product was installed by the professional installer. When installed, the installer identified that the light in the product was faulty. Because I would not be able to get in/out of my garage, I asked the installer to complete installation. The functioning garage door was the most important function. I contacted Chamberlain to request they replace and install a functioning product. The only offer was to send me a replacement part and I would need to self install the product. They refuse to offer any assistance with the service component, as they are only "supplying the product." I am physically incapable of self installing any component because I cannot get up on a ladder. A malfunctioning product made it off the assembly line, into the store, and there is no way an installer would know until the product was installed. This is a clear QA issue, as well as a safety issue. The only light in my garage comes from the windows, so I can only traverse my garage during daylight hours.

      Business Response

      Date: 09/30/2024

      Thank you for contacting Chamberlain. We attempted to reach you but were unable to get ahold of you. We will make another attempt later today or tomorrow morning so we can gather more information regarding the issue you are having. Looking forward in speaking to you. 

    • Initial Complaint

      Date:08/27/2024

      Type:Product 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.
      I have a return that on 8/29/24 will be exactly eight months since they received the return and I still do not have my refund. I have emailed with them and was told it would be fifteen day to receive the refund, then I called at 16 days and was told it would be two to four weeks to receive the refund, then I called again and was told it would be six to eight weeks. Well guess what today two days before the eight week **** I called again because I don't have the refund! I was on hold for forty five minutes, hung up because I wasn't sure if I was still actually on hold and called back on hold for another twenty minutes and finally was told I would receive a call back in the next twenty four to forty eight hours. This product wasn't even open it was brand new unopened and returned immediately after I received it. This is absolutely unacceptable to be eight weeks in from the day they received it back and no refund. There is actually two different returns the other return was received five days after the first one.    

      Customer Answer

      Date: 08/27/2024

      ****** received my refund

      Business Response

      Date: 08/28/2024

      Thank you for contacting Chamberlain. We have reviewed your request, and we have submitted the refund. We truly apologize for the inconvenience, and you will see your refund soon. Thank you

    • Initial Complaint

      Date:08/08/2024

      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.
      I Purchased 3 Garage Door Openers and Paid for 1 of the 3 Installs, only to have the My Q App Stop Working a Year Later. Now I have No Smart Control, Or Remote, Or Troubleshooting features available to None of My Wireless Garage door Openers. I've Called the Corporation for Troubleshooting for over a Week with No Resolution. Company has Lied to me saying they would escalate the Case, yet No one has Reached back out to me. After Calling in Again, the Agent basically Told me that there was Nothing that they could do about my Problem.Now I'm Stuck with 3 Garage door openers that I Can't use the Advanced features to.I would Like a Refund on All of them so that I can purchase some with WORKING APPS, as THIS was the MAIN REASON I Purchased and Installed these Units. This has Set me back Literally THOUSANDS of Dollars. (NOT Including Time and Labor)

      Business Response

      Date: 08/12/2024

      Thank you for reaching out to us. We made an attempt to reach out but were unsuccessful. We did send you an email and you can reply back with the date/time that would work for you. 

      Customer Answer

      Date: 08/13/2024

       
      Complaint: 22113595

      I am rejecting this response because:

      After Receiving Several Emails from a Representative of the Company asking when would be the Best Time to Reach out to me (Tomorrow / Tuesday 8/13/24)  I replied to the email with "Noon would be a Good Time

      ************" Leaving my Cell phone number.  The Next Day I didn't Receive a Call. Therefore I Replied to the Email Again with "It's 12:17 pm Central Time Here in the Midwest.
      I'm Currently Awaiting your Call.
      Just to be Thorough did you get my Reply? and ************* Synchronized?  (Are we IN & On the Same Time Zone?)

      FROM Which THEY Replied with.  "I am sorry for the inconvenience. What is a good time in the afternoon when I can reach out to you? "

      I replied AGAIN with "I've Made myself Available All Afternoon and Still have Not heard back from you, either via Email OR Phone."

      IN CONCLUSION:

      When Someone Tells me Something, I TAKE THEM AT THEIR WORD. But when They DON'T THINK ENOUGH to NOTIFY me that THINGS HAVE CHANGED, It BOTHERS Me because

      1. EXPECTING them to KEEP their Word, I LOOK for them to DO what they SAID they would do.  And.

      2. Not only have they WASTED my TIME, but they DID NOT THINK ENOUGH of Me to PREVENT me from Wasting my Time with a SIMPLE EMAIL or Call, EXPRESSING that Something has Changed, and / or to RESCHEDULE & CHANGE our Appointment

      THIS IN CONJUNCTION with the **** that They've LIED to me for OVER a WEEK Saying that My CASE was ESCALATED when it WASN'T, and NOW THIS, LEADS ME TO BELIEVE that they are NOT INTERESTED in RESOLVING THIS PROBLEM FOR ME, NEITHER are they Willing to EXPLAIN WHY.

      They've simply ROBBED ME of my MONEY AND TIME, and DON'T EVEN HAVE THE COURTESY to EXPLAIN ANYTHING.

       I HAVE COPIES of the Email Corespondents PROVING this, and I Simply NO LONGER HAVE THE TIME NOR DESIRE, NOR TRUST in them to Fulfill ANYTHING they may Say at this point.

      Sincerely,

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

      Business Response

      Date: 08/16/2024

      Thank you for speaking to us. You're currently having issue ******* which is identified by ********** (a third-party company) that your device is a security risk. This determination was not made by the myQ app. You would need to contact your phone manufacturer and specify that ********** has considered your device as security risk. On our end, we will submit your feedback to our management team. Thank you

      Customer Answer

      Date: 08/16/2024

       
      Complaint: 22113595

      I am rejecting this response because:

      Although I MYSELF, NOR Anyone ELSE can VERIFY This.  To SAY that a CUSTOMERS CELLPHONE is a SECURITY Risk, by SOME 3rd PARTY COMPANY that Neither I, nor MOST of your Customers have Even HEARD Of, LESS KNOW ANYTHING ABOUT, is NOT Only IRRESPONSIBLE to YOU as a COMPANY and YOUR DUTY to YOUR CUSTOMERS, but it EASILY SOUNDS like an OPEN EXCUSE to PASS AND PLACE THE BLAME.

      AS a CUSTOMER And END USER, I Should NOT HAVE TO GO through ALL THESE CHANGES to RESOLVE A PROBLEM that DID NOT ORIGINATE on MY END.  MOREOVER, I've USED THIS SAME PHONE WITHOUT PROBLEM OR ISSUE FOR 2 YEARS OR MORE.

      CHAMBERLAIN should RESOLVE THIS ISSUE WITH "CLOUDFARE OR SHARE or WHATEVER" OUTSIDE THE WORK AND KNOWLEDGE OF THE END USER.  WHO EVER HEARD of a CUSTOMER who's NOT JUST A CITIZEN AND VETERAN, USING A U.S. MANUFACTURED PHONE FOR DECADES IN FACT with NO PROBLEMS.   ALL OF A SUDDEN, HIS PHONE is a "SECURITY RISK"  WHAT KIND OF SECURITY RISK.  THAT DOESN'T EVEN MAKE SENSE!!

      Sincerely,

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

      Business Response

      Date: 08/20/2024

      We apologize that we were unable to assist further with the error you are receiving as it is not a myQ error. If you have any questions or concerns, please dont hesitate to reach out to us. 

    • Initial Complaint

      Date:08/02/2024

      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.
      Long story short. After installation a new garage door opener I had to call tech support. I was told by the tech to cut the sensor wires down to 12 inches despite my protestation. I did this and sent the m a picthre.Soon after the chat timed out but the tech had told me to take my time doing this. I had to open another support chat who questioned why they told me to cut the wiring. After much more troubleshooting the new tech stated that the device was defective. At this point they offered to send me a "silver motor".I told them the motor was not the problem so They told me they would send a "system board" as well. They expected me to install a new motor and system board on a brand new opener and they would not send me a replacement and to return it to the store. So they wanted me to remove the entire thing and return it to *****. I tried to get transcripts of the chats but got the runaround.I do have the email with the tech telling me to cut the wires. If they would have sent me the head of the opener I could have replaced it without taking everything down but they refused. I spent 2 days installing this only to discover it defective. I also was hung up on by 2 other techs after calling them to try and get the transcripts. As of now I went back to Lowes and ordered a Genie garage door opener along with an installation which costs $199 because Chamberlain refused to send me just the head. I am going to have Lowes remove the Chamberlain and I will then have to try and box it up and see if I can return it. I suspect they will but now I am out an installation fee.

      Business Response

      Date: 08/07/2024

      Thank you for speaking to us. We did make the offer to send a technician out and install a new Chamberlain unit but offer was declined. At this time, we're unable to refund you for the purchase of a product that is not Chamberlain. 

      Customer Answer

      Date: 08/07/2024

       
      Better Business Bureau:

      If they would have offered this in the first place, they would not have lost a customer.  I had a Genie installed and will never buy Chamberlain products again.  Hopefully this complaint/resolution will prevent someone else of running into this same issue. I am not sure why they changed their mind about replacing it. I didn't even care about them sending someone to install it. All I wanted was the head of the unit to replace the defective one. They waited far too long to try and resolve this. They will never be recommended by me

      Sincerely,

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

    • Initial Complaint

      Date:07/27/2024

      Type:Product 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.
      I am seeking a refund of $50.13 including the shipping cost.I have a new Chamberlain Garage Door opener .The MyQ APP is owned and operated by Chamberlain Group.On July 13, 2024 I purchased a Camera through their APP. See email with receipt for an an amount of $38.77 I received the camera on July 22, 2024.On July 23, 2024, I contacted Chamberlain through their APP to inform them that this camera does not have a magnetic mount as shown in the APP.Representative **** informed that this is a wrong catalog number, and created a retrun number and Return Tracking Number. He informed me that I will receive an email from ***** with shipping label that is prepaid and I will not have to pay to ship it back ( Please see Interaction notes of July 23, 2024>On July 27 when Contacted Chamberlain at ************** to inform that I have not received a shipping label to return this camera. Representative sent me an email with Return address and take it to ***** and they can generated a shipping label.Copy of the email is attached.I went to ***** but I was informed they cannot generate a shipping label,I called Chamberlain again at *************** and let ***** employee talk to Chamberlain representative. ***** employee informed Chamberlain that they need either a QR code or printed shipping label to ship it free.Chamberlain representative informed me that they have done all si required and I should contact ***** customer service to get a shipping label.By this time, I have already contacted Chamberlain four times and spent over 2-1/2 hours with no result and I did not want to spend time contacting ***** customer service. In my opinion, it is ********************** responsibility to provide me all documentation and label for returning.I shipped the Camera to Chamberlain by ***** as I have to leave on Monday for an all week meeting. Copy of ***** receipt for $12.25 is attached.I am requesting a refund of $50.13 ( $37.88 paid to Chamberlain and $12.25 paid to *****

      Business Response

      Date: 08/02/2024

      Thank you for contacting Chamberlain. We have approved your refund and will be contacting you to provide you with more information. 

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

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