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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Chamberlain Group, Inc.

  300 Windsor Dr Oak Brook, IL 60523-1510

• 

  The Chamberlain Group

  PO Box 3050 Nogales, AZ 85628-3050

• 

  The Chamberlain Group

  2850 E Drexel Rd Tucson, AZ 85706-3414

• 

  The Chamberlain Group

  1430 N Industrial Park Dr Nogales, AZ 85621

• 

  Chamberlain Group, Inc.

  300 Windsor Dr Oak Brook, IL 60523

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:07/19/2024

  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.

  This issue is relating to the MyQ Garage system.On Tue May 28th at *****am my garage was robbed, and I lost $1680 in *********** tools.The garage system was set to close at 10pm every night, and failed. I've confirmed there was no power or internet outage, and nothing blocking sensors. I also have video and photographic evidence of everything.I have multiple cameras setup around my property, as well as ample lighting to deter people from stealing. I also had a garage system I believed I could trust to close at the scheduled time. But the MyQ system let my family and I down when we needed it the most. The MyQ was supposed to step in as a failsafe when a garage door was not shut by a certain time. The schedule system was designed by Chamberlain to ensure this didnt happen.I contacted Chamberlain on June 8th, sending all evidence I had of the system failure, as well as a minute-to-minute documentation of exactly what happened before, during, and after. I also asked for a small amount of compensation to replace what was taken because of this issue. They responded back this morning claiming to have, "researched with your myQ serial #, and we concluded that the timer to close was not set up in May when you first initiated the call to Chamberlain". This "research" however is unequivocally false, either by intent or not. The timer was set up on day one of installation, which leads me to believe Chamberlain is not taking responsibility and shoving this issue off to the side.

  Business Response

  Date: 07/24/2024

  Thank you for speaking with us yesterday and giving us the opportunity to review your case a little further. We will continue to stay in contact with you while we find a resolution to your issue. 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22013718
  
  I am rejecting this response because:
  *Temporary response* - Chamberlain are currently working on my case. Complaint will be cleared subject to case resolution.

  I want to stress - I am satisfied with Chamberlain escalation caseworker ***** so far on this issue. Rejection of response is strictly temporary.

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

  Business Response

  Date: 07/30/2024

  Thank you for responding back. As we continue to work on your case, we will make sure to keep you posted. If you have any questions or concerns, please don't hesitate to reach out to *****. 

• Initial Complaint

  Date:07/18/2024

  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.

  Phone call made to Liftmaster customer support: ************. ******************** has outsourced their door openers so much that no one... not the dealers nor anyone at these telephone numbers knows anything about the products any more. I need to know the *** and the torque rating of a ***** wall mounted Liftmaster garage door opener. Liftmaster has outsourced both production and customer service to ************* or ****** somewhere and have provided no management to control the operators that are used on these telephone numbers. I asked for, "the torque rating and rpm rating for the Liftmaster model *****". The Mexican/South American operator replied, "you want to know the price for a *** sensor and a new motor riiiiiight?". Outsourcing has killed this company. They don't care about ANYTHING any more.

  Business Response

  Date: 07/29/2024

  Thank you for contacting LiftMaster. We tried contacting you and were unable to reach you. We will continue to call you and/or send you an email. If you do receive our email, please reply back with the best time/date for us to reach you. Thank you

• Initial Complaint

  Date:07/09/2024

  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.

  We have a Lift Master 87504-267 in our new home and one of the options is to subscribe to a service that records actions in the garage location and store them in the cloud
  
  I noticed that the time stamp on the recordings were off by 3 hours, i.e. if I opened the garage door as 11am that information is properly stamped as 11AM in the ACCESS History, however, when you click on the MOTION History it shows the action as taking place at 8AM
  
  I've been chasing this issue for a year and probably put 15+ hours into it with their support group. Each time I talk to a new agent, and I get them up to speed they say the previous steps I took were in correct and they know the fix. I jump through all the hoops they want me to take, nothing works, they escalate the case and then I never hear from anyone. I read online that this has been an ongoing issue for some time and if true that means they are knowingly selling a flawed product and service.
  
  My accounts up for renewal on 7/25 and they have assured me each time they will make it right, but nope, I just get ignored.... It's really a shame as the LiftMaster product is sold at a premium and on top of that they charge you a service fee just to use the camera you already paid an upcharge for and somehow, they think its ok to have it not work properly

  Business Response

  Date: 07/18/2024

  Thank you for contacting Chamberlain. We have made an attempt to reach you via phone/email but have not been able to reach you. Please feel free to reply back to our email and we will make another attempt to reach you. 

  Customer Answer

  Date: 07/18/2024

   
  
  Complaint: 21964603
  
  
  
  I am rejecting this response because: Erica did call and leave me a voicemail, however the number she left for me was for the general help line and they ran me in circles for two hours until they told me she had gone for the day.   Hopefully she will call me tomorrow
  
  
  
  Sincerely,
  
  
  
  Troy Werelius

  Business Response

  Date: 07/23/2024

  Thank you for speaking with us today. We have escalated your issue to our product quality team, and we will continue to communicate with you regarding the issue you are experiencing. 

• Initial Complaint

  Date:07/02/2024

  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 bought a Chamberlain Garage door opener. First one didnt work, took it down, and second one has the wrong control panel. No manual was included. Number on box and number on the machine do not match. Unit was supposed to have motion sensor, but it does not! You cant get through to support without waiting hours. They promise to call back and dont.. With conflicting model numbers, getting online to read manual doesnt work. On our last call was told we had to purchase a control panel that had motion sensor when in fact it was suppose to come with it! No mention of us receiving a user manual at all!!!!!

  Customer Answer

  Date: 07/02/2024

  
  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:06/25/2024

  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.

  Purchased under warranty: My Chamberlain Lift Master garage door unit powered by MyQ was purchased less than 12 months ago. Defective: The garage door unit has issues with connecting to the MyQ / Chamberlain lift master app. As a result, I am unable to 1) use the camera 2) remotely control opening / closing the garage door via the app. In another words, the camera and app does not work. Poor Support: I have had multiple phone conversations with support starting on May 8th. I spent hours going through all the trouble shooting steps with a live phone agent multiple times. None of the steps worked. I still do not have a resolution. I was provided a direct technical support email with a case number with a commitment that I would receive a follow up. No follow up has been provided. I attempted 3x over email, and have not received a response.Ask for Help: I feel Chamberlain Group is ignoring my issue while under warranty and providing poor customer follow up and resolution attempts. More so, I believe Chamberlain Group sold me a defective product. Please help.

  Business Response

  Date: 07/03/2024

  Thank you for contacting Chamberlain regarding your concern. We have scheduled a call for 7/9 per your request. Thank you

• Initial Complaint

  Date:06/11/2024

  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.

  MyQ, a Chamberlain Group brand, tricked me into linking my Amazon account when I was just trying to dismiss a pop up modal in my way, and then gave me no way to disconnect. They claim they dont have to have that capability, even though its a safety issue allowing strangers to have access to ones property.

  Business Response

  Date: 06/27/2024

  Thank you for contacting Chamberlain. We have made contact with you and resolved your issue. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21836027
  
  I am rejecting this response because: you did not reply with anything.  This is a shady business practice and you should take accountability. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/02/2024

  Thank you for contacting Chamberlain. We have made several attempts to contact you via email and have not received a response. If you have any questions or concerns, please don't hesitate to reach out to us. 

• Initial Complaint

  Date:06/07/2024

  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.

  I just bought a new house with a Chamberlain garage door opener and a Liftmaster internet gateway. I downloaded the app and inputted the serial number, but the app says "An error occurred while processing the request. (000). I interacted with the company via the online chat app. The representative advised that company updated its server and that its product is now obsolete. Company refused to provide a replacement to the otherwise operable gateway and instead provided a link to purchase a conforming gateway for $75. When I advised that was not acceptable, the representative provided me with a telephone number where I could call and get a 20% discount. There was a place on the link for a discount code, but representative refused to provide a code.

  Business Response

  Date: 06/27/2024

  Thank you for contacting Chamberlain. A replacement has been placed for the customer. 

  Customer Answer

  Date: 06/27/2024

   
  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:05/29/2024

  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.

  This company is a joke my kit is only 3 weeks old and I have had nothing but problems now it won't open or close so their answer after spending hundreds on their garbage and getting it installed is to spend more money for another technician when the obvious problem is the junk they are selling are u kidding me

  Business Response

  Date: 06/11/2024

  Thank you for reaching to us regarding the issue you were having. If you have any additional questions or concerns feel free to reach back to us by replaying back to the email, we sent you a couple of days ago. Thank you

• Initial Complaint

  Date:05/28/2024

  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.

  Purchased a MyQ video keypad , 11/23/2023 , order number **********, was just buying the house so had not been able to hook it up , in there TV commercial it states works with all garages ,,,IT DOES NOT , called customer service what a waste of time , First they told me I had to get a unit to convert my garage door to Wifi , I did that , not true , then they told me i needed a ********** router to work with my garage , purchased one , again not true. So today I contacted the company MY Q wanted a refund , she said its past 30 days so you are out of luck ...totaly misleading ...waste of money and worst customer service ever

  Business Response

  Date: 06/11/2024

  Thank you for reaching out to us regarding the issue you were having. We have replied to your email with an outcome. Please take the time to review and let us know if you have any questions. Thank you

• Initial Complaint

  Date:05/22/2024

  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.

  LiftMaster Authorized Dealer: Precision Overhead Door of ********* Non disclosed unfair business practices.Consumer Info:************************** ************************************************** ********** ******************** Business has an "all sales final" policy that was non disclosed at the time of signature. They will not accept returns, albeit they are an authorized LiftMaster dealer.Non disclosed 3% charge of $67.38 on all customers using a credit card.I have spoken to an employee at Precision Overhead Door of Las Vegas employee regarding the matters at hand. To date, I have not received a return phone call with a resolution as promised.I have sent the business a resolution compromise by **** priority mail, tracking. A complaint has been filed with the Nevada State Attorney General for non disclosed excessive credit card convenience fees.I am asking for (2) simple resolutions.(1) Please accept the return of the LiftMaster Wall Button 880LMW with a refund of $179.95 plus any taxes applied. This is per the LiftMaster 30 day return policy. Replace the LiftMaster Wall Button 880LMW with the Wall button that should have come with the unit 84505R in which I did not receive. This business is an authorized LiftMaster dealer and installer. I have contacted LiftMaster direct several times in order to resolve technical and design issues with the 880LMW. I have been informed by LiftMaster to return the unit to the authorized dealer that made the sale to **** have been in contact one time by: **************************************************************** via email. This person told me she wanted to correct the problem by Chamberlain direct. No further contact has been made to me. I have made several attempts to contact this person.

  Business Response

  Date: 07/25/2024

  Customer was upset about the return policy one of our authorized third-party dealers and was also charged 3% for paying with a credit card. We explained that there was not much we could do about ta third ******* return policies or 3% upcharge.

  Customer Answer

  Date: 07/25/2024

   
  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,
  
  *************************