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

128 total complaints in the last 3 years.
53 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:02/26/2024
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.
Chamberlain Group, Inc.300 **********,*********, ** 60523-1510 Horrendous customer service!! Would give ZERO stars if possible!!Purchased garage door opener Model:B4613T on 9/12/23. Called tech support many times for error message on MyQ app (every time my car passes sensors I get a red error message & have to close the app before I can operate the door via the app-car is 2010, can't link to car). Various options tried with no success, case finally escaped on 11/22/23. On 12/7/23 was told logic board needed replaced & was an easy 10 min. plug & play install. NO it wasn't! Even with tech support over the phone!! Had to call our installer who said it could not be replaced & it was probably the wrong logic board. He removed ********** exchanged for new unit since it was under warranty. Installer came back to install new opener which cost me $100. After new opener installed had the sameproblem so the logic board was not the problem. No one I talked to at tech support knew anything. Support fthrough myQ app also unable to help me. When last contacted by tech support to see what help they could provide, I declined help and said I'd like my $100 installation fee to be reimbursed to me. (Obviously, they could not provide me help after countless hours on the phone and multiple emails.) NO response from tech support-No surprise!! Techs really need to be knowledgable about their products!
Business Response
Date: 03/06/2024
We have contacted *************************** but was unavailable at the moment to further troubleshoot the issue. We have set up a call back for March 15th.
Customer Answer
Date: 03/15/2024

Complaint: 21349558

I am rejecting this response because:
The response from Chamberlain was : "We have contacted *************************** but was unavailable at the moment to further troubleshoot the issue. We have set up a call back for March 15th. This was correct; however, the case is not resolved as yet.

I was out of state 3/6/24-3/12/24. Escalation team knew that I would be away and that I would contact them on my return.

I called and spoke with *****, escalation team member on 3/13/24 and we did the troubleshooting.

I emailed the receipt for the garage services for $100 per Chamberlains escalation team request. I received notice today that it was received by ***** with Chamberlain.

I am waiting for a response from ***** once she hears from her team.

I do not agree that the case should be closed at this time.

Sincerely,

***************************
Business Response
Date: 03/19/2024
We have escalated the issues that ****** is having to our Product Quality team and we've submitted the $100 refund for review/approval.
Customer Answer
Date: 03/19/2024

Complaint: 2134955
I am rejecting this response because:
Escalation member has informed me that the request for the $100 has been sent for review. She also told me that she is waiting for an answer from her team re. the error messages on the app that continues to occur.
I will wait until I've received the check and have an answer from the team before accepting resolution of my complaint.
Thank you!
Sincerely,

***************************
Business Response
Date: 03/21/2024
We've contacted ****** and informed that the refund was approved and we're working with her issue to find a solution to it. We will continue to follow up and provide updates.
Customer Answer
Date: 03/22/2024

Complaint: 21349558

I am rejecting this response because:
I am pleased with escalations follow-up; however, I dont want case closed until check is received and the team gives me a solution to the problem with the app.

Sincerely,

***************************
Initial Complaint
Date:02/15/2024
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.
On June 1,2022 me and my husband purchased a Liftmaster RSL12UL Solar gate opener for our residence from a local company called Automated ************ totaling ********. The warranty: 1 year parts and labor. 3 years manufacture warranty on gate opener parts only. 1 year manufacture warranty on Battery. Only *********** husband live in the home so the gate is not overworked as it might be at an apartment complex. Suddenly in mid January 2024 the gate stopped working. As with any warranty you can void the warranty by opening the device but we were told by AGS that we are supposed to change the batter like once a year. So we replaced the battery and it still did not work. We called AGS back for service. On Jan 23, 2023 their service worker ******************* did his job and located the problem which was Error code 31, a bad motherboard internal failure. He told us that it is simply unlucky to receive a bad computer and that there was nothing we did wrong. He said the mother board was still under warranty, he replaced it and left. Soon we were charged $266.00 for labor frm AGS. I protested and they told me to contact the manufacture. So I contacted Liftmaster on Jan 29 and spoke to ************************* over the phone. At first he denied that Liftmaster should reimburse us for labor. But when I read their warranty that states Limited warranty does not cover problems relating to gate hardware, springs, rollers, alignment or hinges...and any service call that determines the problem has been caused by any of these items could result in a fee to you". I protested that our problem was the **************** should be reimbursed! After a bit of back and forth, ******************** finally said that reimbursement can only be given on a case-by-case basis. So, I kindly asked him to be reimbursed to which he agreed. I gave my mailing address yet I have not received anything. We are simply asking Liftmaster to stand by their warranty and repay us for the service call. Thank you!
Business Response
Date: 02/20/2024
Thank you for reaching out to us regarding your credit. Sorry for our delay. The credit has been approved and is processing. ******************** will follow-up with you in further correspondence shortly.
Initial Complaint
Date:02/15/2024
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.
Despite numerous contacts with the company, Chamberlain will not provide an installation manual for their product. I have contacted the company through chat, phone calls and snail mail, but I have never received the manual that I need. I want Chamberlain to send me a box to return the item back to them. I also want a suitable amount of money to pay for my wasted time and effort to install the opener and trying to find the proper documentation to install it.
Business Response
Date: 02/26/2024
Contact has been made with ****************, I apologized for the multiple inconveniences he experienced trying to obtain a useful installation manual. We were able to discuss why the opener was not operating properly. We confirmed the existing brackets were compatible to the new sensors included with the opener. I mentioned that it was likely that the travel needed to be programmed to complete the installation. **************** confirmed receiving the manual and is in the process of reinstalling the garage door opener.
Customer Answer
Date: 02/26/2024

Complaint: 21296548

I am rejecting this response because:
It is a real shame to have to waste my time and effort to receive the necessary documentation to install my opener. The documentation, or explanation to access the documentation should be included with the opener. I wasted hours trying to get the proper installation manual.
It is also discouraging to have to contact the BBB to get any response from Chamberlain. This situation needs to be addressed by the company and their customer service system needs to be improved.

Sincerely,

***********************
Customer Answer
Date: 02/28/2024

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:12/31/2023
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 attempted multiple times to work with customer service to resolve the issue of connecting the garage opener to my q account but it appears the account is still tied to my ex-husband. I have attached a screenshot that was provided to me by my ex husband showing that he had the account deleted so that I can set up the account under me but it appears it was not successful. Because of this, I have not been able to set up the garage opener under my account and customer service has not been able to help me.
Business Response
Date: 01/15/2024
I reached out and spoke with ***, today. Her and I worked together to get her myQ back online with her new router. We also cleared the memory and ensured only her remote can be used to open the garage. Issue is resolved.
Customer Answer
Date: 01/16/2024

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:12/28/2023
Type:Product 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.
********** is refusing to give a refund by delaying on telephone support. They have told me the order would be canceled. It was never canceled. Now they are saying I will see a refund in 6 to 8 business weeks. When I escalated, they said a supervisor would call me back within 24 to 48 hours. They are not sending communications to me now and they are refusing to give me a refund. I'll never order from them again. Please refund your customer when it is your businesses fault for the error.
Business Response
Date: 01/15/2024
Thank you for reaching out to us with your concern. We apologize for the inconvenience this may have caused you. We will be reaching out to the *********** to get this issue resolved and we will be reaching out to you soon to provide an update.
Customer Answer
Date: 01/16/2024

Complaint: 21063600
I am rejecting this response because:
The response indicates that they will be sending a communication to me. The biggest issue so far has been that they have promised to communicate with me, but has not done so. I cannot reliably believe that a communication will happen. So, I will be awaiting an actual resolution to the issue before approving any resolution or response. Please just refund the extra order and I will be satisfied and accept the resolution at that point.

Sincerely,

***********************
Business Response
Date: 01/23/2024
Thank you for your feedback. At this time, we have made multiple attempts to contact you and to advise you the status of your refund, but we have not been able to get in touch with you. We have also reached out via email to confirm the status as well. If you still want to get in contact with us, please respond to our email and we can attempt to call you back again.
Initial Complaint
Date:12/16/2023
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 recently built a new home and the garage door the contractor installed is a Chamberlain with Myq garage door opener. I finally got around to setting the Myq up by ordering their MyQ hub. It took a while but I finally got it to work. A couple of weeks later I decided to add their Myq camera in my garage. The cameras are not cheap. Well I never could get it connected so I contacted their "customer support." The issue is with their app. When you go through the steps in the app when it comes time to connect the camera (check all four boxes) the app simply closes and your camera is not connected. Their suggestion was to "use another phone, ipad, etc.). I tried two different phones, an Ipad, and an android device and none of that worked either. To their credit, they spent a LOT of time with me over the phone in an attempt to fix this (negative results) and they did send me a new camera in an attempt to troubleshoot the problem. I was told my issue was going to their top team to get this resolved as fast as possible. Haven't heard from them since. If this were an isolated issue that's one thing but when you do a little research and see that it is a widespread issue then I have to question why it's not being fixed. I don't want a refund. I don't want to cause any problems for their business. What I do want is to be respected as a customer and to have my issue taken seriously.
Business Response
Date: 07/25/2024
Sent this customer a replacement camera and performed troubleshooting to resolve issue
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,

*****************
Initial Complaint
Date:12/11/2023
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.
11/30/23 Chamberlain failed to ship requested warranty parts. When contacted 12/7/23, representative ***** shipped incorrect part assembly. When contacted again 12/8/23, representative ***** promised escalation for "accommodation" 1 day shipping of correct part. That did not happen. 12/8/23 after my call, Company changed to 5 day shipping in effect lying about offered solution. When contacted again 12/11/23 at **** PM, representative "Brink" stated supervisor would call me in 1 - 2 hours. When I called back at 3:28 PM representative ****, could understand or speak English. Requested call back from supervisor, states this will take ***** hours. When I asked for another representative to speak with due to language difficulty, advised he cannot do so and to hang up and call again. I hung up and called yet again. Representative Alihandra states only supervisor can resolve my issue. What I want is 1 day shipping of the correct part so that my 2 year old Chamberlain opener can work. My garage door opener has been out since Thanksgiving. Chamberlain has failed to provide the service promised, failed to properly notify me of their change in delivery, and failed in the competence of their customer service representatives.
Business Response
Date: 12/14/2023
I spoke with ************ and we disucssed his interactions. We always strive for excellence but do sometimes fall short. The correct part has been sent out and schedule to be recieved 12/15/23. He was very understanding and patient. I will be his point of contacct thorughout the resoltuion of this issue.
Initial Complaint
Date:12/03/2023
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.
Dear Better Business Bureau,I am writing to file a formal complaint regarding a recent purchase of a Chamberlain garage opener from *********** I believe this matter warrants your attention due to the defective nature of the product and the unsatisfactory response from Chamberlain's support team.On Nov/01/2023, I purchased a Chamberlain garage opener from ********** with the expectation of a reliable and functional product. However, upon installation, I encountered a significant issue with the wall-mounted switch, which was later diagnosed as defective by an authorized technician.The defective switch led to unnecessary expenses, , resulting in additional costs for technician services. It is disheartening that as a consumer, I had to spend extra resources to replace the defective switch, causing a considerable inconvenience.Despite the involvement of an authorized technician and the clear identification of a manufacturing defect, reached out to Chamberlain's support team has been uncooperative in resolving the issue. I have reached out to them seeking a refund for the replacement of the defective product and reimbursement for the technician fee, but their response has been unsatisfactory. The lack of understanding and cooperation from Chamberlain's support team in addressing a clear product defect is disappointing and has left me frustrated.I kindly request your assistance in mediating this matter and ensuring that Chamberlain takes responsibility for their defective product. I believe that as a consumer, I am entitled to a refund for the faulty product and reimbursement for the technician fee incurred (invoice attached) due to the defective nature of the garage opener's wall-mounted switch.Thank you for your attention to this matter, and I trust that the Better Business Bureau will help resolve this dispute in a fair and timely manner.*********,*******************************
Business Response
Date: 12/18/2023
Thank you, ********************** for reaching out to Chamberlain via the BBB. We will have our Quality group reaching out to you today. We look forward to working with you on getting you a resolution.
Customer Answer
Date: 12/18/2023

Complaint: 20951531

I am rejecting this response because:

Sincerely,

*******************************
Customer Answer
Date: 12/19/2023
Hello BBB;
I trust this message finds you well.
I am writing to bring your attention to the recent communication with Chamberlain regarding the issue I've encountered. The response from Chamberlain indicates that the request has been forwarded to their ****************** for further action.
Despite engaging in multiple rounds of communication with the Support/Customer ********************** Departments, I have not received assistance in a manner that aligns with a mutually agreeable resolution(attached are the communications in my initial complaint) and I do not have confident in Chamberlain resolving it ; but seems it a tactic to delay and not address the core issue.
Given the circumstances, I am requesting your intervention to ensure a swift and fair resolution to the matter. I believe a refund of the incurred expenses would not only resolve the issue amicably but also uphold good customer faith.
I appreciate your prompt attention to this matter and look forward to a favorable resolution.
Thank you for your assistance.
Business Response
Date: 07/25/2024
Offered customer a refund for the product. Customer declined. Customer wanted ********************** to pay for a service technicial to come to his home and threatened legal action. Case was referred to Legal. Legal agreed that custoemr could receive a product refund by not payment for technicial. Cusotmer declined product refund.
Initial Complaint
Date:12/01/2023
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.
I had purchased a Chamberlain Keyless Garage door opener a couple years ago from ****** and cannot locate my receipt. My keyless garage door opener unit recently stopped working. I replaced the batteries and reprogrammed the garage unit. I had to have a garage door company technician come out and replace the unit. They had stated that this model was typically a good one to have installed but they recently noticed they were replacing a ton of this type of model. Not sure if this was a bad batch or what happened. All I know is I had to purchase another unit from ****** ($40) and pay to have it installed $166. I'm out almost $206 to purchase another unit and installation. I'm not sure what kind of warranty your product has but would like for the Office of the President to give me a call and see what can be done. I've purchased garage door units from your company over the years for different homes and have overall been pleased.Sincerely,********************* ***************************************************************************************** ************
Business Response
Date: 12/14/2023
I made multiple attempts to speak with ****, to disucss his ecxperience,. I have not receive a response back. I could not locate any contacts made to us by him. I will continue to reach out to **** in hopes of coming to an understanding.
Initial Complaint
Date:11/28/2023
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.
To whom it may concern:I Just has a Lift Master installed on my house here. With this, I purchased the *** Garage Camera that works and attaches and is controlled by the garage door and via APP based. With that said, they offer a yearly subscription for various prices, depending on your needs, and before the purchase they have a "30 Day FREE Subscription" to test out the application, and from what I see, you pretty much need the subscription app to make the camera work and function and complete in conjunction with the camera itself. The price for $39.99 was reasonable for the for the sake of having the camera work to its true potential, so I went ahead and made the purchase for the $39.00. Soon after I made the purchase for the year they did a "bait and switch" move, and took away the FREE month. I thought this was a dirty misleading trick to take the Free Month only 3 days into 30 of usage(the 3 days I only owned it), which should have given me 27 more days free, added to and on top of the purchase madeon the camera and not to mention, being a good customer by purchasing the app, being a good customer. No where disclaim, "if you pay for the year subscription before the the free month is up, you lose and/or forfeit your FREE month. This was just wrong and very misleading. Bad Faith way to do business for a NEW customer that is trying to give YOU business! This was just WRONG! this free month to disappear - it should have been pro-rated and added on the rest of the year like a decent business would have done. There is is NO Disclaimer Anywhere, Starting that once you sign up for subscription that your free month is bull and void - this is plain and simple, bait and switch fraud what they did here. Illegal! They need to step up and make this right Immediately, like a ****** and honest company would do! Serial number : ****************
Business Response
Date: 12/19/2023
Thank you for reaching out,*******.
I have reviewed your subscription and interactions with us and wanted to discuss my findings. We have reach out multiple times since 12/1/23.
The 30-days trial does allow you to setup all your cameras for a 30-day trial period. During this time,you can use all the feature a 30-day subscription has to offer. The only difference between the 7-day plan and the 30-day plan is the 30-day plan allows for multiple cameras as the 7-day plan is only for 1 camera.
We have issued a prorated credit, (27 days) since signing up early caused you to lose your free trial. That has already been issued and you will see the credit shortly. Here is the credit reference number, CM00026094.
If you would like to discuss further, please respond to my email. I sent it to both email addresses, the subscription email and the one provided in the complaint.

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