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.

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  Chamberlain Group, Inc.

  300 Windsor Dr Oak Brook, IL 60523-1510

• 

  Chamberlain Group, Inc.

  300 Windsor Dr Oak Brook, IL 60523

• 

  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

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: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.

  Recently all MyQ based products blocked 3rd party access to their cloud based service to allow operation of my garage door from the apps of my choice. They claimed it was to enhance security/support. But this explanation does not ring true due to the many media reports stating this feels like from a customer perspective as a way to generate recurring revenue and is not customer friendly. In fact when I stated my opinion on the ************ pages the company blocked me from being able to both see and post of their pages. This is the first time I have ever been blocked by anything on ******** or other platforms. Customers expect to be able to access their devices over the internet in with secure API. Something that thousands of other devices are able to do securely in the age of Internet of things(iot). MyQ should provide an open and secure API instead of locking down a customers access in an effort to generate revenue through ad placement and subscription revenue. If the company offers a subscription service that is compelling enough for a customer to want to pay for it then they will but this does not mean a company should force its customers to use only authorized third-party services that are clearly a way for a company to generate revenue. Open integration with popular home ********** systems should be allowed including ************* home, Home Assistant and others.

  Business Response

  Date: 12/12/2023

  Thank you for reaching out to Chamberlain via the Better Business Bureau avenue. We are very interested to learn the different ways you utilized this feature and work toward an amicable solution. As a reminder Chamberlain Group recently made the decision to prevent unauthorized usage of our myQ ecosystem through third-party apps. This decision was made so that we can continue to provide the best possible experience for our 10 million+ users, as well as our authorized partners who put their trust in us. The Official communication and a link to our authorized partners can be found at ********************************************************************************************************

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20925287
  
  I am rejecting this response because:
  This business is responding with the same old stock answer that they are replying to other similar complaints and does not address the issue. They need to provide an open and secure API that allows it's customers to use the devices of choice with their products. This is clearly an attempt to lock in customers to specific partners that pay them and is not consumer friendly. Especially since this is functionality that customers have used for years and MyQ/Chamberlain has decided it's not in their interest to provide support. This is supported by the fact that Home automation developers have reached out directly to this company to find a solution and the company remains silent on providing a solution for 3rd party developers and the open source community.  ***************************************************************************************************************************************************************.

  Additionally the company has blocked me from posting and seeing posts to MyQ and the other Chamberlain related ******** groups because they didn't like the facts about the matter that I was posting to these sites. It should also be noted that I did not post anything other then facts to these sites/groups and was not in violation of any ******** terms of service in regards to the content of my posts.  

  I have not received a call or had any direct contact from Chamberlain group beyond the standard stock answer that their customers are obviously seeing though as more of an attempt to generate recurring revenue.

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

  Business Response

  Date: 12/22/2023

  Good afternoon ****, thank you for speaking with us today about your inquiry. As promised, I will be sending your concerns to our engineers but at this time, we are not reversing any changes. Please lets us know if you need any more assistance in the future. 

• Initial Complaint

  Date:11/21/2023

  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 have contacted this company over 5 times and its the same result every time no one knows what to do and says someone will contact me , And then i have to start the process over and over and over again, I tell them each time my garage door opener opens my neighbors garage every time we use it this has been going on for a month. case # ********-6438125 , am i supposed to tell me neighbor sorry its your problem , absolutely unacceptable , everyone i have talked to is completely incompetent, i have wasted hours and hours of my days trying to get this resolved they should be embarrassed with there ************* someone may call you but not when they say they will and then tell you to call back then the same process over and over....

  Business Response

  Date: 11/29/2023

  Attempts to contact ************ twice by phone an email was also sent requesting the additional information needed to help resolve his concern. 

• Initial Complaint

  Date:11/17/2023

  Type:Order 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 have recently been informed that chamberlain has removed the ability for third party apps such as homebridge to connect with MyQ and allow for home automation with home apps. The reasoning for MyQ and chamberlain to profit of advertisements on their own apps. This is not ethical and give a horrible public opinion especially after chamberlain sold hardware to connect with HomeKit then discontinued it. I believe this information for this change should be more publicly available so the company can see public opinion and may base some future planning on such.

  Business Response

  Date: 11/29/2023

  Thank you for reaching out to us about this issue, we will be attempting to contact you about this matter. Chamberlain Group recently made the decision to prevent unauthorized usage of our myQ ecosystem through third-party apps. This decision was made so that we can continue to provide the best possible experience for our 10 million+ users, as well as our authorized partners who put their trust in us. The Official communication and a link to our authorized partners can be found at ********************************************************************************************************

• Initial Complaint

  Date:11/16/2023

  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.

  Chamberlain has removed the ability for third party API support. This effectively breaks the device from functioning the way I intended. At the time of purchase 3rd party APIs were supported and it is the sole reason I payed the large amount extra for this opener VS one that functioned just on a basic level. I am requesting a refund covering the difference in cost from the Chamberlain B-4545 3/4 HP and one of the base models that just open and shut a garage. This will allow me to purchase another device to restore functionality of my Home assistant environment. While I understand that server support can change over time I have only owned the opener for around a year and loss of support so soon after purchase is a bate and switch. This product and all of their other smart devices have lost this functionality, leaving a lot of customers with useless tech. more info can be found at *****************************************************************************************************************

  Business Response

  Date: 11/29/2023

  Thank you for reaching out to us about this issue, we will be attempting to contact you about this matter. Chamberlain Group recently made the decision to prevent unauthorized usage of our myQ ecosystem through third-party apps. This decision was made so that we can continue to provide the best possible experience for our 10 million+ users, as well as our authorized partners who put their trust in us. The Official communication and a link to our authorized partners can be found at ********************************************************************************************************

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20880512
  
  I am rejecting this response because: It is a cookie cutter response that in no way solves the issue at hand. The removal of the functionality has made the product useless to me. I had a functioning garage door opener before. I purchased this product for the specific purpose of using a third party API. The removal of that functionality just puts money in chamberlains pocket at my expense. While I understand that server support for products must end at some point this product is much to new for major functionality to be removed. Chamberlains assertion that third part request were functionally behaving like a ddos attack is also laughable. Especially considering that they were limiting repetitive request before the removal of the third party API support. This removal of function is a cash grab by the company. Third party users are less likely to use their app and functionality resulting is less data to be collected. It also would constitute a cost of maintaining that functionality, but that is not the responsibility of the consumer. Once I purchase a product I should be able to maintain that base level of functionality for at least 6 to 10 years anything less is practically theft. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/08/2023

  Hello *****, thank you very much for your patience with us and this matter. I see that you contacted us, and we thank you for reaching out. Our goal is to continually enhance our services and provide the best possible experience. The decision to limit third-party access to myQ was made with the intent of ensuring security and an to improve the user experience for all users.
  
  After further review, we have determined that a refund cannot be processed. We appreciate your feedback and will take it into consideration as we move forward. We apologize for any inconvenience this may have caused. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20880512
  
  I am rejecting this response because: *********** has not changed their response. And did not seem to have read or respond at all to my specific complaint. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/25/2024

  We contacted ************** and responded to the complaint advising of the reason for the change.Our product still worked as intended and the change to our API did not degrade the functionality of the product. ************** rejected our response and advised that he would be taking legal action. Complaint was referred to Legal.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 20880512
  
  I am rejecting this response because: Chamberlain is incorrect on the functionality of the device. While the garage door opener does function at its basic task it does not function in all the ways initially intended at purchase. The removal of API functionality removes the sole ability I purchased the garage door opener for. As stated before I had a functioning opener before the purchase and decided to purchase this opener specifically to gain the functionality that has now been removed. The removal of functionality so early after the purchase in tantamount to theft. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/16/2023

  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.

  Purchased a garage door opener including installation in January of 2023 from *********** Camera stopped working several months later but I didn't have time to call. Recently it started having issues opening and closing as well. Initiated a chat support and subsequently two phone calls(long). Needless to say they are not responding to recent support emails after promising replacement if I needed to reach out again. Procrastination in an attempt to push me out of warranty coverage(12 month warranty) seems to be the case. Sick of wasting my time calling them repeatedly and them having me do the same temporary fixes.

  Business Response

  Date: 11/29/2023

  Thank you for reaching out to us about this issue. We will be reaching out to the customer to resolve this matter. 

• Initial Complaint

  Date:11/13/2023

  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.

  Purchased the MyQ Garage Camera for my home and got it installed. Camera sends movement notifications for nothing, Camera and Audio is terrible quality. Tried to return for a refund several times and always get the run around from agent to agent all saying my return is being processed and I will receive a return shipping label and refund, both of which never happen. Spent my hard earned money on a product I cannot even use, as they also don't tell you when you purchase the camera there is a free trial and after that the camera is unusable unless you pay them.

  Business Response

  Date: 11/21/2023

  *****,thank you for your patience and consideration while working with us on this refund issue.
  The refund is being processed and should be completed within the next 3 business days.
  
  Allowing for any delays caused by the Thanksgiving Holiday, it should be complete by Monday, November 27th at the latest.

• Initial Complaint

  Date:11/12/2023

  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 purchased a Chamberlain (model B750T) garage door opener in early 2021. The garage door opener is under warranty, 5 years on parts and lifetime on motor and belt. The garage door opener suddenly stopped working when it was raised one day. I called the company and was told by customer service by the diagnostic test they performed that the travel sensor was no longer working. Chamberlain sent out a new travel sensor which was installed. It was still not working. I called them again and they told me it can only be the logic board. They told me it is the only part remaining that could be replaced. They sent me a new logic board. It was installed. Still not working. They told me to check the wiring and send pictures of the wiring to them, which I did. They said they would return the call immediately after they look at the pictures I sent them. They never called me. So, I called them and spoke with another representative. They said they have no idea why its not working. I asked themcould it be the motor? They replied no. They said if the motor was bad, it would be making a noise. I asked them if they would pay for a qualified technician to check it out. They told me no, labor is not covered under the warranty But, replacement of the unit is covered and they are not offering to replace the unit.

  Business Response

  Date: 11/27/2023

  We have attempted to contact ************ by both phone and email to move forward with resolving the issue he is experiencing with his opener. I have shared my specific availability along with the hours for our ***************************** Instructions have been provided to have him transferred directly to me for assistance with resolving his issue. 

  Customer Answer

  Date: 12/01/2023

   
  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:11/07/2023

  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.

  ********** Group/MyQ have decided to restrict access to there online system for what they call "3rd-party, unauthorized apps"; thus only allowing app creators who pay them an partner fee to access the system. This is a change in product/service since I originally bought it and it prevents me to use my garage door opener how I wish. ********** Group/MyQ need to revert this change and allow me to access the smart features of my Garage opener as I wish, which was the state of things when I bought it.

  Business Response

  Date: 11/21/2023

  Thank you for reaching out to Chamberlain via the Better Business Bureau avenue. We have attempted to contact you via phone and we were not successful, so we reached out via email and are awaiting your response. The reference number that we created is 20231117-6524952. We are very interested to learn the different ways you utilized this feature and work toward an amicable solution. As a reminder, Chamberlain Group recently made the decision to prevent unauthorized usage of our myQ ecosystem through third-party apps. This decision was made so that we can continue to provide the best possible experience for our 10 million+ users, as well as our authorized partners who put their trust in us. 

• Initial Complaint

  Date:11/04/2023

  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.

  Chamberlain Whisper Drive Garage Door Opener Model # WD922KC. I contacted Chamberlain today on November 4, 2023. Both light lenses on the opener have cracked and will soon fall off the unit and I asked them to replace them under warranty. I am the original owner of the opener and the warranty states that the " Chamberlain group warrants to the first retail purchaser of this product that it is free from defect in materials and/or workmanship for as long as you own it. " I was on the phone today with the rep for 41 minutes. She stated that the warranty only covers the motor for life and all the other parts are one year. I said my warranty states otherwise. She asked me to email a copy of my warranty which I did. She said I need to ask my supervisor. Waited. My supervisor is busy I need to ask another supervisor. Waited. She then stated that her supervisor stated that it would not be covered under warranty. No where on my warranty does it state that these parts are only covered under a one year warranty. It doesn't say anywhere that only the motor is covered for life. It says that the opener " will be free from defect in materials". I am only asking that they honour their warranty and replace the lenses.

  Business Response

  Date: 11/17/2023

  We have made contact with **************. He provided his ship to address, and the original requested parts were ordered and shipped expedited. The shipment was delivered Monday 11/13/23.

  Customer Answer

  Date: 11/17/2023

   
  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:11/04/2023

  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.

  Chamberlain has chosen to block any third party connections to its MyQ API. This has severely limited the usefulness and functionality of my Chamberlain "Smart" devices. As a result, the functionality of if the "smart" opener can only be utilized with their clunky app that works intermittently at best.

  Business Response

  Date: 11/17/2023

  Thank you for reaching out to Chamberlain via the Better Business Bureau. We are in attempts to contact you via phone, if we are not successful we will reach out via email. We are very interested to learn the different ways you utilized this feature and work toward an amicable solution. As a reminder, Chamberlain Group recently made the decision to prevent unauthorized usage of our myQ ecosystem through third-party apps. This decision was made so that we can continue to provide the best possible experience for our 10 million+ users, as well as our authorized partners who put their trust in us.