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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

    • 128 total complaints in the last 3 years.
    • 53 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:04/30/2024

      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.
      We had a brand new Chamberlain garage door opener professionally installed within 12 months. Today, while closing the door, the chain came off so I contacted the manufacturer as we have a warranty on them. They refused to fix it and told me to go to ******** Eventually, we figured out that a bolt had come off, and the bar was unsecured causing the issue.

      Business Response

      Date: 05/16/2024

      Thank you for contacting us. We have made several attempts to contact you but have not been able to reach you. Please don't hesitate to reach out to us if you need any further assistance. 

      Customer Answer

      Date: 05/16/2024

       
      Complaint: 21649356

      I am rejecting this response because no one has contacted me. I have no phone calls, voicemails, emails, or texts. Please attempt to contact via the BBB messaging for record.

      Sincerely,

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

      Business Response

      Date: 05/23/2024

      Thank you for contacting us and getting back to us regarding your issue. We're currently in communication with you regarding the communication you had with us when you called in and the issue you were having with your unit.

    • Initial Complaint

      Date:04/29/2024

      Type:Customer Service 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 called to get assistance with myq camera. And the level of customer service I received from ***** on Friday April 19 I must say was the worst customer service I have ever had. And he was a manager. I told him I was having issues with one of his reps and I asked him to assist he told NO he does not assist he will get someone to do it. That is not his job. I asked for his supervisor he said his name is ****** and he would be calling me back here it is 10 days later and I have yet to receive a call back. MyQ needs to listen to that call. That man is the absolute worst. How do you have a manager that does not know how to assist customers. He was very clueless and ignorant. .Idk maybe his parents own the company and gave him a job because that is the only explanation I could understand for any company hiring a clueless manager he needs to do customer service training and needs to be promoted. Please contact me about your manager named ***** with a supervisor named ****** that I have yet to receive a return phone call back from

      Business Response

      Date: 05/06/2024

      Thank you for contacting us. Manager has contacted you and will continue to work with you on your issue. 

    • Initial Complaint

      Date:04/23/2024

      Type:Billing 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 MyQ garage door subscription over a year ago and after a few months cancelled my service as the garage doors were transferred to another user who began paying for the garage doors and service. They continued charging my credit card for services that i did have and couldnt even use. I contacted customer service and they couldnt find anything under my account that i was paying for. **************** told me to log in to my account which i tried to do to remove my credit card and i am unable to gain access. **************** was able to cancel my subscription which they never said what it was for and i recieved an email confirmation to my same email address. I have no idea how long they have been charging me micro transactions since customer service couldnt see anything that i was being charged for and would like my credit card removed from their system and my money refunded for charges of an imaginary service.

      Business Response

      Date: 05/06/2024

      Thank you for contacting us. We've reviewed your account and have provided a refund regarding the issue you were experiencing. 

    • Initial Complaint

      Date:04/20/2024

      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.
      Invading privacy and recording off of my camera.

      Business Response

      Date: 07/25/2024

      Attempted to contact customer multiple times. Customer did not reply.

      Customer Answer

      Date: 08/05/2024

       
      Complaint: 21602497

      I am rejecting this response because: Please contact asap to discuss resolution sorry for delay

      Sincerely,

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

      Business Response

      Date: 08/05/2024

      Thank you for reaching back to us. We've tried contacting you today and were unsuccessful. We have sent you an email if you would like to reply back with the time and date that best works for you. Thank you

    • Initial Complaint

      Date:04/09/2024

      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 recently purchased a new home, and it came with the ********** Garage Door Opener with ***. My focus on my house was receiving Amazon Key in-garage deliveries. As I reviewed the online documentation, ********** stopped supporting the Amazon Key delivery system. They made my home door system function for in-garage deliveries. Since this was a significant feature that all other brands provide in garage door systems, and they omitted the *** on this system without **** notifications, I am pursuing a ****** replacement cost to match their online advertising and online instructions, or they will need to remove all statements connected to the *** systems instructions online they currently publish and replace with a statement that they removed the *** features of their devices much like a recall.

      Business Response

      Date: 04/25/2024

      We have scheduled a call back for Monday April 29th to confirm if his in-home deliveries feature worked. 

    • Initial Complaint

      Date:04/08/2024

      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 Liftmaster **** opener less than a year ago. The gate arm is a LA412DCS, the correlated serial No. is *********, the Date is 7/15/2022. The written warranty is a two year warranty. The arm was purchased from an authorized dealer, The location is ****************** (**********.com) at ****************************************************************. I had a **** Service agent come to my house and tell me the Arm is no longer working and it needs to be replaced. I called Liftmaster where I keep getting different people giving me confusing instructions. One instruction was to take the item to Access Pro, but they wont take it unless I have a ticket No. from Liftmaster. Liftmaster tells me they wont get me a ticket No. until Access pro takes the item. I then get transferred to different departments in Liftmaster (***********) just to get transferred back to the same representative. I have been trying to get a straight answer for over a week now, but Liftmaster will no longer help me, even though their product is still under warranty.

      Customer Answer

      Date: 04/12/2024


      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,

      German *******

    • Initial Complaint

      Date:03/23/2024

      Type:Service or Repair 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 have a LiftMaster garage opener Model *****, Serial ************, installed about August 2023 in my house.It stopped working and a professional technician states that the unit should be replaced. I registered it online at LiftMaster website. It is under warranty. All my attempt to communicate with the manufacturer failed.I hope that withh BBB help I will be able to exchange the unit.Thank you *************************** ************ ***************

      Business Response

      Date: 03/29/2024

      We have reached **** and assisted in placing an order. Order has been expedited and we will follow up once in a couple of days to ensure everything is working properly. 

    • Initial Complaint

      Date:03/13/2024

      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.
      My camera on my 1 1/2 year old garage door opener stopped working. On or about March 11, 2024. I contacted customer service and went thru 55 mins of technical assistance. I was told that they have had many problems with the cameras failing. I was informed that the camera was indeed covered for 5 years. ******* requested a new camera and $150 cash assistance for replacement.On March 12, I was contacted by another Rep from Chamberlain informing me that it was NOT covered by warranty and in fact that camera was discontinued and the new camera is not compatible with the opener. How can you offer a 5 year warranty and discontinue parts that make the product work? I am requesting a new opener be replaced by Chamberlain. They obviously have had many failures with this product and the consumer should not have to bear the cost for their failures.

      Business Response

      Date: 03/29/2024

      We have contacted ***** and have placed an order for the camera under warranty. We will follow up with ***** once the order has been received to ensure the camera is working properly. 

      Customer Answer

      Date: 04/01/2024

       
      Complaint: 21426103

      I am rejecting this response because:

      I will wait to receive new camera. Install it myself and see if that helps?

      Sincerely,

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

      Customer Answer

      Date: 04/02/2024


      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:03/11/2024

      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 attempted to set up remote control of my garage door via the MyQ app.-The app informed me the door cannot operate without a specific light offered as a separate purchase. *($82.99)- Amazon was able to open the door remotely without the light attached. (But not close it). My door was left open.- I contacted the company (records available); and they stated the light is necessary for safety, but would not articulate why. - There was no verbiage on the box stating the extra purchase was necessary for remote operation.

      Business Response

      Date: 03/21/2024

      We have made several attempts to contact ***** via phone/email and have not received a response back. 

    • Initial Complaint

      Date:02/27/2024

      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 order the Chamberlain Garage Door Opener powered by Myq on February 10th via Amazon. I could not get the app to work, the door opener would work, and the wall remote would not link to the device. I callled customer service for trouble shooting, but the representative informed my that the camera wouldn't work and that she could not assist with my issue. Someone was supposed to call me back within 48 hr, but that never happened either. I would like to return the defective product for a full refund in the amount of $306.73.

      Business Response

      Date: 03/12/2024

      We have contacted ******* and confirmed that after installing a new unit his issue has been resolved. No additional concerns were reported. 

      Customer Answer

      Date: 03/14/2024

       
      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,

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

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

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