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:11/03/2023
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.
My liftmaster garage opener came with the information that it works with ****** assistant, homekit and supported open API calls from Home Assistant. MyQ then wen ahead and removed ****** integration, then removed homekit and API support, no proper response from support and kind of rude replies. This is false advertising, because of their bait and switch I am now stuck with this garage opener that doesn;t work with anything useful. I want my money refunded.
Business Response
Date: 11/13/2023
We have gotten in contact with the customer and together we are working towards a resolution. We have created a reference number of 20231109-6491993 and we will be in further contact with them.
Customer Answer
Date: 11/13/2023

Complaint: 20823036

I am keeping this open till there is a resolution.

Sincerely,

***********************
Business Response
Date: 11/22/2023
At this time, we have heard your request, and we are currently working diligently to come to the best resolution for you and Chamberlain. We greatly appreciate your patience in this matter and will be reaching out to you soon.
Customer Answer
Date: 11/27/2023

Complaint: 20823036

I am rejecting this response because: They have been saying that they are working on a response for a long time now. The fact is I purchased a product which had certain claims and advertisements on the box, now those features have been pulled back, this is a classic bait and switch scam.

Sincerely,

***********************
Business Response
Date: 12/05/2023
Hello ***********************, thank you very much for your patience with us and this matter. After further review, we have determined that a refund cannot be processed. We'd like to clarify that 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 improved user experience for all users.? We appreciate your feedback and will take it into consideration as we move forward.
Customer Answer
Date: 12/07/2023

Complaint: 20823036

I am rejecting this response because: This does not solve the issue neither is the company ready to accept responsibility. They keep making vague statements without realizing that they sold products via fake marketing tactics.

Sincerely,

***********************
Business Response
Date: 12/18/2023
Dear ****************,

We understand you are not satisfied with the loss of functionality however based on our the myQ Terms of Use, Chamberlain has the discretion to decline communication with any third-party site, systems,or devices. 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.
Customer Answer
Date: 12/19/2023

Complaint: 20823036

I am rejecting this response because while chamberlain does hold the discretion to enable or disable services but disabling services that were advertised on products sold is called a scam and often referred to as bait and switch techniques.
You sell a product with huge advertisements on the box and then pull back. This is not acceptable. Either take your product back or issue refunds. Stop stealing from your users besides your "10+ million community" has already reduced a lot and none are happy. Start reading all the messages and hate your users are sending you on social media.

Sincerely,

***********************
Business Response
Date: 07/25/2024
We contacted **************** and responded to the complaint advising of the reason for the change and the decision to not honor the full refund.Our product still worked as intended and the change to our API did not degrade the functionality of the product.
Customer Answer
Date: 07/25/2024

Complaint: 20823036

I am rejecting this response because:
Your justification that "product works as intended" is 100% incorrect. I bought the product with an intention to use it with assistants and automation systems which you advertised on the box that it will work.
Since you sold me a product and then decided to modify it that renders the product useless for me. Hence it does not work as intended and qulifies as fraud and false advertisement.

Sincerely,

***********************
Initial Complaint
Date:11/03/2023
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 am writing to file a formal complaint against Chamberlain Company for their actions over the past few months, which have caused severe inconvenience and financial burden to users of their *** connected garage door openers. This complaint pertains to Chamberlain's efforts to restrict *** access and coerce owners into paying subscription fees, effectively undermining the usability of their garage door openers.I have been a loyal customer of ********************** for several years and have relied on their *** *** access to integrate my garage door opener with various smart home devices and automation systems. This connectivity has offered convenience and security for my home. However, over the last few months, Chamberlain has taken actions that have crushed the user experience in an attempt to extort funds from me and many other *** ****************************'s actions include:Limiting *** Access: Chamberlain has progressively restricted the *** access that was previously available to users, killing off the ability to integrate *** openers with third-party applications and smart home platforms.Forced Subscription ***************** has aggressively pushed users to subscribe to costly *** services by making essential features and functionalities inaccessible without a paid subscription. Reduced Functionality: Without a subscription, the *** app and the *** connected devices have significantly reduced functionality, rendering the garage door opener far less useful than when initially purchased.These actions are not only frustrating but also seem like a deceptive and unfair practice by Chamberlain. I strongly believe that consumers should have the right to enjoy the full functionality of the products they purchase without being nickeled and dimed.Please investigate this matter and take appropriate action against Chamberlain for their actions. I urge Chamberlain to reconsider their stance and provide a fair resolution to all affected users. Alternatively, I'd like a refund.
Business Response
Date: 11/13/2023
We have gotten in contact with the customer and together we are working towards a resolution. We have created a reference number of 20231109-6491709 and we will be in further contact with them.
Customer Answer
Date: 11/15/2023

Complaint: 20822861

I am rejecting this response because:
The last email I received from Chamberlain on 11/13/2023 stated "I should have some updates coming soon." Though I'm uncertain of what these updates may be, at this time, no solution or refund has been provided, and my garage opener now absolutely *****.

Sincerely,

*****************************
Business Response
Date: 11/22/2023
At this time, we have heard your request and we are currently working diligently to come to the best resolution for you and Chamberlain. We greatly appreciate your patience in this matter and will be reaching out to you soon.
Customer Answer
Date: 11/27/2023

Complaint: 20822861

I am rejecting this response because:
I cannot accept a response to close this complaint until such time as a resolution is provided for my now lobotomized "smart" garage door opener.
Thank you,

*****************************
Business Response
Date: 12/05/2023
Hello *****************************, thank you very much for your patience with us and this matter. After further review, we have determined that a refund cannot be processed. We'd like to clarify that 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 improved user experience for all users.? We appreciate your feedback and will take it into consideration as we move forward.
Customer Answer
Date: 12/05/2023

Complaint: 20822861

I am rejecting this response I find the explanation provided either misguided or intentionally deceitful. I reject it based on the following points:
Retroactive Removal of Promised Functionality:
The product I purchased from Chamberlain was initially marketed with a specific set of features. However, these features have been retroactively removed, creating an atmosphere that appears designed to coerce customers into perpetual subscriptions. This not only contradicts the assurances provided at the time of purchase but also transforms a $200 garage door opener into a significant financial burden, exceeding $1,000 over its lifecycle due to mandatory subscription costs to retain essential functionality. It is evident that Chamberlain's strategy is a deliberate attempt to maximize profits at the expense of existing customers.
Claimed Security Enhancements vs. Actual Motives:
Chamberlain contends that the removal of features was carried out to enhance security. However, the discrepancy lies in their actions, as providing local access to their devices would restore functionality without necessitating a perpetual fee. A genuinely transparent and customer-centric approach would involve ********************** allowing users local access, eliminating the need for cloud-based services. Such a move would not only improve the reliability, functionality, and security of their products but would also underscore a commitment to customer satisfaction. Unfortunately, it appears that Chamberlain's motives are driven only by the imposition of a subscription model on its customer base rather than by genuine security concerns.
I urge the Better Business Bureau to conduct a thorough investigation into this matter, considering the significant implications for consumers who trusted Chamberlain and now face unexpected and unwarranted financial obligations or a feature reduced product. Your attention to this issue is much appreciated, and I trust that the Better Business Bureau will uphold the principles of fairness and transparency in evaluating my complaint.
Thank you,

*****************************
Initial Complaint
Date:11/02/2023
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.
Chamberline has a feature called MyQ, which allows a person to close/open/monitor their garage door remotely. They've made changes recently that don't make anything better for users, but do prevent 3rd party integration. I bought this to use with Homekit/Siri, which is now not an option. Will anyone read this? Who knows. Does it make me feel better in the sense that I let my feelings be known? Sorta. Just wanted to let someone know lol
Business Response
Date: 11/07/2023
"Thank you for responding to my email. You are correct, 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 ********************************************************************************************************

I understand this is frustrating and have communicated your concerns to my supervisors. "
Initial Complaint
Date:11/02/2023
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.
Myq started actively blocking 3rd party integrations even after they claimed they won't. We bought their garage openers under impression that integration via Wi-Fi and the internet will always be free and now they are not allowing us to connect via an API. This is deceptive tactic to get us to buy their units.
Business Response
Date: 11/13/2023
Contact has been attempted with Mr. *********** via phone and email. We are currently pending a response to learn the different ways the customer utilized this feature.
Initial Complaint
Date:10/26/2023
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 bought an opener yesterday.ive spent 13 hours trying to get it to work.. no luck. 8 calls to Chamberlain, to 8 agents who barely spoke English.Last agent hung up on me. Said they didn't know how to fix it. Poorest customer service I can recall. After $400, I want my money back. I'll Never refer anyone to this outfit
Business Response
Date: 10/31/2023
We've begun to attempt to contact ********************* by phone and email and we hope to come to an amicable resolution.
Initial Complaint
Date:10/23/2023
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.
On approximately April 6, 2023, I purchased four garage door openers, Model B2401. In October 2023, one of the garage door openers stopped operating. The company that installed the openers came to my home and determined that I needed to replace the malfunctioning opener. I called Chamberlain and spoke with ******* in Technical Support. I also allowed ******* to speak with the repairman, and together, they determined that a new opener would be sent to me. ******* told me that there were no Model B2401 openers in stock, but he could send me a Model B2211T instead. ******* explained that the Model B2211T was "identical" to the Model B2401 except that it had a battery backup. Due to the fact that the models were supposedly physically identical, I agreed to accept the Model B2211T opener because I knew I could replace the broken model without having to tear down the bracket system and install a new one at substantial cost. However, when I received the Model B2211T, I realized that it was a completely different design from the Model B2401, and it was therefore not compatible with my existing bracket system mounted on my garage ceiling. As a result, I could not install the Model B2211T without additional and extensive out of pocket cost. I called ******* back and explained the situation to him. I told him to arrange a return for the Model B2211T and to ship me a Model B2401 to replace the broken Model B2401 that I had purchased. Unfortunately, ******* told me that Chamberlain would not send me a replacement Model B2401, and I would have to keep the Model B2211T, even though it is not compatible with my garage bracket system. I explained to ******* that it was not my fault that Chamberlain had sent me a model that was not compatible with the one I purchased, but he still refused to replace the one I purchased with the same or compatible model. I would like Chamberlain to send me a new Model B2401 and arrange for a return of the Model B2211T. Thank you.
Business Response
Date: 10/27/2023
We have reached out to the customer and discussed the issue. During our conversation we were able to come to a resolution with the customer and we are working together to resolve the issue. The reference number for the interaction is 20231025-6426916.

Customer Answer
Date: 11/01/2023

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:10/07/2023
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.
They are holding my personal information hostage and not allowing me to access it via email and login. This was done without my permission or consent. When I follow the troubleshooting guide that was give by Chamberlain Group, nothing happed. When I went to live chat, they came online said hello but ignored my question, and did not interact in anyway. This is unacceptable.
Business Response
Date: 10/17/2023
We have made contact with the customer in regard to their complaint and we were able to resolve their issue.
Initial Complaint
Date:09/29/2023
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.
On 09/28/2023 I called chamberlain about myQ smart garage not working at all . When I got a technician on the phone immediately the technician told me I need to open the motor Garage opener and press the button up and down and back down several times it did not work and then unplug the *** from the wall and put it back and again go over the (the motor the the big overhead motor opener,fall down but did it again per the technician and in the process of doing this again the belt drive opener snubbed and the whole garage door come down,I tried to plead with them to fix this issue since i don't have money or at least help me pay some of it ,Chamberlain refused at all, and ended paying $350 using my credit card because the garage door was on the floor and no choice but to fix, before all these started i told the chamberlain tech that i don't know this stuff and i'm not comfortable doing and he told me they don't have a technician who comes a round and it's a not it's a diservice to sell product that they can't fix at all
Business Response
Date: 10/02/2023
I have reviewed your complaint and am so sorry for the frustration this situation has caused you. We do make every attempt to resolve the issues you are calling in with, over the phone.

As the warranty clearly states, Chamberlain/LiftMaster only covers the parts and not labor. If you have other issues, please feel free to contact us and we will continue to guide you through the troubleshooting process.
Customer Answer
Date: 10/03/2023

Complaint: 20676283

I am rejecting this response because:
I told the technician over the phone i don't feel comfortable doing this over the phone, you sold me a product that was supposed to work and not working, making climb a ladder to open the garage door motor, moving the door back and forth and then the garage door snubbed ended up paying $350 on a credit card it's not Ok, i'm not sure how far i can take my complaint but folks are not tech savvy and you guys are causing more harm than good..MYQ was less than $200 and it cost me to fix my Garage door for $350,,,Had the Technician NOT told me to open the Garage door motor i would have Not paid the $350, and Up to this second MYQ is not workings I spend $350 and Still MYQ not working call that a good company

Sincerely,

***********************
Business Response
Date: 10/12/2023
****************** has cooperated with our damage claims specialist and an agreement has been reached. A reimbursement in the amount of $175.00 will be provided to *******************
Customer Answer
Date: 10/13/2023

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:09/19/2023
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.
When I purchased the garage door opener from Chamberlain on the package Google Assistant was listed as a smart home integration and IFTTT is also listed as a smart home integration. Neither option actually works to open and close the garage door as part of a smart home. The google assistant was dropped altogether and now no longer appears, however IFTTT requires configuration that doesn't allow for actual use with the application. I have spoken to support and given 5 months to resolve the issue however it is not working currently and is not on the roadmap to fix. I would like to be refunded due to the false advertisement on the device. Google assistant support was officially removed in June of **************************************************************** April 2023.
Business Response
Date: 09/28/2023
Attempted to make contact with ****************** for additional information and to discuss desired refund amount.
Initial Complaint
Date:08/31/2023
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.
After 18 years of service my previous garage door opener a -Craftsman model went out due to a circuit board failure. On August 23, 2023 I purchased "the best" Chamberlain model (B6753T )it was installed for $220 on Saturday, August 25th and stopped working completely on Sunday, August 26th. The My Q app gave a diagnostic report that stated "Misaligned"; however there were NO flashing lights on neither the overhead unit NOR the sensor lights and after consulting the manual and watching several videos we contacted the Chamberlain customer service number where after 1 1/2 hours of trouble-shooting the unit we were told that the unit was defective and could be returned for refund. We exchanged the unit for the exact same thing; however, the company that installed the until originally that we paid $220 for -said that they would need to re-charge me for the re-installment of the exchanged unit. As a new consumer of Chamberlain products it is not my belief that this is the kind of customer service you would like to portray. I would like either the $220 that was paid for installation of your defective product, an installer to install your product at YOUR cost, or a new factory-test garage door opener directly from your company (B6753T)
Business Response
Date: 09/08/2023
We have made contact with ***************** and will continue to work with her to resolve her concern. I have contacted the independent contractor and will be provided a copy of the invoice for services.

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