Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Tristan C***
Initial Business Response /* (1000, 5, 2015/09/15) */
Contact Name and Title: Randi - Quality Assurance
Contact Email: ***@chamberlain.com
I am very sorry to hear that the unit is activating on its ownI am showing that you had contacted us here at Chamberlain through our web chat
service on August 31st and we had sent you instructions on how to troubleshoot and resolve this issueWe have not heard back from you so we assumed it was resolvedBeing that the unit is years old, I regrettably cannot replace the entire unit or issue a refund as it is well out of the warranty period, but we would very much like to work with you to resolve the issueI apologize again for any inconvenience this has caused you and your family and encourage you to please contact us if you would like to troubleshoot further
Sincerely,
Randi
Quality Assurance Lead
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Though the unit is years old it should not be having safety and security issues as it doesMy father in law has an opener that is beyond years old that has never had such issuesThis is very disappointing and not acceptableWe will never do business with Chamberlain again and will make sure our family and friends know of our experience as well
All of our MyQ garage door openers and MyQ accessories include no additional fees and are fully functional out-of-the-boxFeatures and services are included with the purchase of any MyQ-enabled device including the ability to open, close and monitor the garage door, receive notifications, view the
device history, and security features that include Touch ID and Android FingerprintIf users want additional integrations, they can choose to subscribe to our *** and *** Assistant servicesThese integrations were announced September 19, 2017, and in all of our launch materials, we communicated that these services require a subscription feeOptional subscription fees allow us to drive technical innovations and support ongoing security upgrades and server reliability, as well as the development of additional integrations as demanded by our customersWe do not require users to pay for these optional services and value-add featuresInstead, we give them the choice to subscribe to only the integrations they want. You’re correct: previously, some of our marketing on the website and product packaging included “no monthly service charges.” Since then, the landscape and our technology and business model have evolvedWhen we made the decision to adopt a subscription model for *** and *** Home integrations in September 2017, our website and packaging were edited to reflect this changeWe apologize for any confusion regarding our subscription feesPlease let me know if you have any questions Randi J*** Quality Assurance Lead Chamberlain Technical Support
I apologize for the inconvenience you have experiencedI have reviewed your information, including all photos and correspondence with our Chamberlain teamYour claim was denied because our records indicate the vehicle was knowingly not pulled completely into the garage, and was knowingly not
breaking the safety sensor beam which would have reversed the doorWe also require testing to be performed on all potential damage claim cases, which would require all garage door opener related items returned back to us for testingI am showing that the remote control in question that activated the door was replaced by the technician that came out there, preventing us from performing any testing on our partAs a policy, The Chamberlain Group cannot authorize payment for damages without completing our own investigationI apologize again that we were unable to approve your claimIf you should have any questions, please let us know
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
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 Business Response /* (1000, 5, 2015/10/02) */
Contact Name and Title: *** - Quality
Contact Email: ***@chamberlain.com
I apologize that the package you purchased does not work with your garage door openerI would be more than happy to get you the system that will work with
your unitYou will need a *** Garage, which works using Wi-FiI know it is compatible with your garage door opener, but I would like to make sure it *** be compatible with your routerIf you could please email me the model number of your router to my email ***@chamberlain.com
Sincerely,
***
Quality Assurance Lead
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The firm is sending a replacement opener which they assure me will work
Hello *** I looked into your incident and I do see that you had emailed us requesting a call back for assistance. I sincerely apologize that you did not receive a callI will be happy to work with you directly to resolve your issue with the error you are receivingI will be contacting you
by phone or email shortly with some follow up information. Sincerely, ***Quality
Assurance Lead
I apologize again that we were unable to assist you over the phone, and that we did not ask if there was a certified technician with youWe do take our customers safety very seriously, so we do require that the technician be trained to work with these types of productsWe will reach out to you privately to see if we can coordinate a time with you and your technician to troubleshoot over the phoneMy apologies again for the misunderstanding
Contact Name and Title: [redacted]
Contact Email: [redacted]
I sincerely apologize for the frustration you have experienced regarding the programming of the HomeLink to your garage door opener. The reason the [redacted] is not included with the garage door opener is...
because not every vehicle requires a [redacted]. Including it would most likely raise the total cost of the garage door opener, resulting in customers buying something that they do not need. I will be contacting you by email privately so we can get your vehicle's HomeLink working for you and to discuss the option for reimbursement, as you requested.
Sincerely,
[redacted]
Quality Assurance Lead
I sincerely apologize for our delay regarding the damage claim you filed with us. I have reviewed your information, including all photos and correspondence with our Chamberlain team and will ensure that we work in a timely manner to resolve your issue. I have already reached out to you privately as...
of 10/6/16 and we are currently on a path to resolution. I have insured that we take appropriate steps going forward to prevent this from happening in the future. Thank you again for working with us, it is greatly appreciated. Sincerely, [redacted]
Complaint: 11121079I am rejecting this response because the lights do not work as designed by the manufacturer. This has been validated and confirmed in person by Jaeger's lead installation technician numerous times.I have to now bypass the liftmaster lights and pay an electrician to install my own set of motion sensors to ensure the lights stay on in my garage when the door opens and while people walk within the garage.This is a safety issue. Sincerely, Jon [redacted]
Hello, I apologize that your keyless entry was not working properly for you. I am showing that you have been in contact with our Technical Support center and we have shipped you a replacement keyless entry as of 12-9. Your new keypad will arrive by UPS in 5-7 business days. Please let me know...
if you have any further issues or if you need assistance programming the new keyless entry. Sincerely, RandiQuality
Assurance Lead
I apologize that your 2011 Mazda CX-9’s [redacted] system does not work with your new model [redacted] garage door opener. Your vehicle has an older version of [redacted] that doesn't contain the programming codes necessary to operate your new garage door opener. Technology quickly...
advances and often we would like to connect to previously existing devices that are still in use. Some [redacted] equipped vehicles, like yours, may need a technology bridge to properly program the [redacted] system to our Security+ 2.0 products with the latest technology. A Compatibility Bridge is just that, a device which connects two devices that do not speak the same language - a translator of sorts. I see that you have contacted us already and spoke with one of our agents. I took the liberty of listening to this recorded call to verify the correct information was given by our agent. The agent advised of the above information as well as sent a follow up email stating that the [redacted] Compatibility Bridge add-on accessory is available for $24.99 plus tax and shipping. I do sincerely apologize again that your [redacted] is not working on your new garage door opener. If you do decide that you would like to purchase the [redacted] Compatibility Bridge add-on accessory, please let us know and we would be happy to order one for you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11024573, and find that this resolution is satisfactory to me.
Sincerely,
John [redacted]
Complaint: [redacted]
I am rejecting this response because: i have the original remotes for testing at your convience. As previously stated I'm not saying the sensors are bad. It is the design of the remote control. Even the Sears service technician said they were designed badly and replaced the remotes.
Sincerely,
[redacted]
I sincerely apologize for the delay. Chamberlain is a HomeKit partner. We are reviewing our product plans for HomeKit integration. Select Chamberlain MyQ-enabled products will support HomeKit. This includes specific Chamberlain Wi-Fi garage door openers with Smartphone Control and a HomeKit version...
of Chamberlain MyQ Garage. Once we have more information available, we will let you know.
Revdex.com:Just to make clear, and with repeating part of my original complaint, the technician present is NOT Chamberlain products certified. But he is a skilled technician with more than two decades of experience.The dealers that you claim carry your products, are not trained on your products. When you call them, most of them pretend they know just to come out and charge you a fortune, or they claim hesitant to perform the work because they say they are not familiar with the model (really?). Others, want to force you to buy a different company product. They all want to come out to talk to you so they charge you, or they hang up.Last time I had one of them work here, he replaced the keypad board for 950 dollars total. 650 dollars of that was labor! He visited me after the job was done and he requested an additional 300 dollars to 'just check if everything was working' and without preparing me of that unnecessary visit cost!!! He didn't even go near to keypad to check anything. I guess the original 350 dollars an hour fee was not enough for him and drove back to get more. Since then, I replaced the board one more time with the help of my technician in just 20 minutes and without even looking at a technical diagram. That cost me 50 dollars in labor!This last time I called you, we determined WITHOUT anyone's advice, that the cause of the intermittent gate failure was due to the batteries being over 12 years old. We bought two, 70% lower than retail and replaced them without looking at instructions in 15 minutes. Now tell me if anyone who reads this would ever call any of your dealers who all they want is to rip you off.
I am glad this happen so that I consider a new garage opener from a company who provides support and does not direct you to clueless dealers who rip you off by either charging outrageous fees or forcing you to buy their preferred products.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, just because they offered to help over the phone. But I am not sure if they realize that my technician is not Chamberlain certified.
Sincerely,
Georgios [redacted]
I apologize again that your 2011 Mazda CX-9’s [redacted] system does not work with your new model [redacted] garage door opener, and that your model [redacted] only came with one remote. An additional remote was an option that you had available through your technician that installed the unit for you, I’m sorry if it was not made known. Our agent explained that the technology in your vehicle was older than the technology in our unit, and that we had a solution for you called a [redacted] Bridge. You became quite upset and verbally abusive towards our agent before you disconnected the call. We like to work with our customers whenever possible, but they also need to provide us with an opportunity to do so. I understand that you have decided to purchase two of the [redacted] brand garage door openers. I apologize that we were not able to assist you to your satisfaction. If you have any questions in the future regarding Chamberlain, [redacted], or [redacted] products, please let us know, we are happy to help. Sincerely, [redacted] Quality Assurance Lead
I sincerely apologize for your recent experience with LiftMaster Technical Support. I see in your past interaction with us, you requested assistance with an EL25 Telephone Entry System, and we were able to assist you with this without issue. The EL25 units involve mostly programming, some...
light troubleshooting and low voltage properties. Troubleshooting your Elite Miracle One Gate operator, however, can potentially cause serious harm, or in some cases death, if handled improperly. We at LiftMaster do not take this lightly which is why we only troubleshoot a gate operator with an authorized gate technician. The symptoms you described were unfortunately not enough to diagnose why your gate operator would not open or close fully on a consistent basis. If you are still experiencing an issue, we would recommend contacting an Authorized local LiftMaster technician for further assistance.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Tristan C***
Initial Business Response /* (1000, 5, 2015/09/15) */
Contact Name and Title: Randi - Quality Assurance
Contact Email: ***@chamberlain.com
I am very sorry to hear that the unit is activating on its ownI am showing that you had contacted us here at Chamberlain through our web chat
service on August 31st and we had sent you instructions on how to troubleshoot and resolve this issueWe have not heard back from you so we assumed it was resolvedBeing that the unit is years old, I regrettably cannot replace the entire unit or issue a refund as it is well out of the warranty period, but we would very much like to work with you to resolve the issueI apologize again for any inconvenience this has caused you and your family and encourage you to please contact us if you would like to troubleshoot further
Sincerely,
Randi
Quality Assurance Lead
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Though the unit is years old it should not be having safety and security issues as it doesMy father in law has an opener that is beyond years old that has never had such issuesThis is very disappointing and not acceptableWe will never do business with Chamberlain again and will make sure our family and friends know of our experience as well
All of our MyQ garage door openers and MyQ accessories include no additional fees and are fully functional out-of-the-boxFeatures and services are included with the purchase of any MyQ-enabled device including the ability to open, close and monitor the garage door, receive notifications, view the
device history, and security features that include Touch ID and Android FingerprintIf users want additional integrations, they can choose to subscribe to our *** and *** Assistant servicesThese integrations were announced September 19, 2017, and in all of our launch materials, we communicated that these services require a subscription feeOptional subscription fees allow us to drive technical innovations and support ongoing security upgrades and server reliability, as well as the development of additional integrations as demanded by our customersWe do not require users to pay for these optional services and value-add featuresInstead, we give them the choice to subscribe to only the integrations they want. You’re correct: previously, some of our marketing on the website and product packaging included “no monthly service charges.” Since then, the landscape and our technology and business model have evolvedWhen we made the decision to adopt a subscription model for *** and *** Home integrations in September 2017, our website and packaging were edited to reflect this changeWe apologize for any confusion regarding our subscription feesPlease let me know if you have any questions Randi J*** Quality Assurance Lead Chamberlain Technical Support
I apologize for the inconvenience you have experiencedI have reviewed your information, including all photos and correspondence with our Chamberlain teamYour claim was denied because our records indicate the vehicle was knowingly not pulled completely into the garage, and was knowingly not
breaking the safety sensor beam which would have reversed the doorWe also require testing to be performed on all potential damage claim cases, which would require all garage door opener related items returned back to us for testingI am showing that the remote control in question that activated the door was replaced by the technician that came out there, preventing us from performing any testing on our partAs a policy, The Chamberlain Group cannot authorize payment for damages without completing our own investigationI apologize again that we were unable to approve your claimIf you should have any questions, please let us know
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
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 Business Response /* (1000, 5, 2015/10/02) */
Contact Name and Title: *** - Quality
Contact Email: ***@chamberlain.com
I apologize that the package you purchased does not work with your garage door openerI would be more than happy to get you the system that will work with
your unitYou will need a *** Garage, which works using Wi-FiI know it is compatible with your garage door opener, but I would like to make sure it *** be compatible with your routerIf you could please email me the model number of your router to my email ***@chamberlain.com
Sincerely,
***
Quality Assurance Lead
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The firm is sending a replacement opener which they assure me will work
Hello *** I looked into your incident and I do see that you had emailed us requesting a call back for assistance. I sincerely apologize that you did not receive a callI will be happy to work with you directly to resolve your issue with the error you are receivingI will be contacting you
by phone or email shortly with some follow up information. Sincerely, ***Quality
Assurance Lead
I apologize again that we were unable to assist you over the phone, and that we did not ask if there was a certified technician with youWe do take our customers safety very seriously, so we do require that the technician be trained to work with these types of productsWe will reach out to you privately to see if we can coordinate a time with you and your technician to troubleshoot over the phoneMy apologies again for the misunderstanding
Contact Name and Title: [redacted]
Contact Email: [redacted]
I sincerely apologize for the frustration you have experienced regarding the programming of the HomeLink to your garage door opener. The reason the [redacted] is not included with the garage door opener is...
because not every vehicle requires a [redacted]. Including it would most likely raise the total cost of the garage door opener, resulting in customers buying something that they do not need. I will be contacting you by email privately so we can get your vehicle's HomeLink working for you and to discuss the option for reimbursement, as you requested.
Sincerely,
[redacted]
Quality Assurance Lead
I sincerely apologize for our delay regarding the damage claim you filed with us. I have reviewed your information, including all photos and correspondence with our Chamberlain team and will ensure that we work in a timely manner to resolve your issue. I have already reached out to you privately as...
of 10/6/16 and we are currently on a path to resolution. I have insured that we take appropriate steps going forward to prevent this from happening in the future. Thank you again for working with us, it is greatly appreciated. Sincerely, [redacted]
Complaint: 11121079I am rejecting this response because the lights do not work as designed by the manufacturer. This has been validated and confirmed in person by Jaeger's lead installation technician numerous times.I have to now bypass the liftmaster lights and pay an electrician to install my own set of motion sensors to ensure the lights stay on in my garage when the door opens and while people walk within the garage.This is a safety issue. Sincerely, Jon [redacted]
Hello, I apologize that your keyless entry was not working properly for you. I am showing that you have been in contact with our Technical Support center and we have shipped you a replacement keyless entry as of 12-9. Your new keypad will arrive by UPS in 5-7 business days. Please let me know...
if you have any further issues or if you need assistance programming the new keyless entry. Sincerely, RandiQuality
Assurance Lead
I apologize that your 2011 Mazda CX-9’s [redacted] system does not work with your new model [redacted] garage door opener. Your vehicle has an older version of [redacted] that doesn't contain the programming codes necessary to operate your new garage door opener. Technology quickly...
advances and often we would like to connect to previously existing devices that are still in use. Some [redacted] equipped vehicles, like yours, may need a technology bridge to properly program the [redacted] system to our Security+ 2.0 products with the latest technology. A Compatibility Bridge is just that, a device which connects two devices that do not speak the same language - a translator of sorts. I see that you have contacted us already and spoke with one of our agents. I took the liberty of listening to this recorded call to verify the correct information was given by our agent. The agent advised of the above information as well as sent a follow up email stating that the [redacted] Compatibility Bridge add-on accessory is available for $24.99 plus tax and shipping. I do sincerely apologize again that your [redacted] is not working on your new garage door opener. If you do decide that you would like to purchase the [redacted] Compatibility Bridge add-on accessory, please let us know and we would be happy to order one for you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11024573, and find that this resolution is satisfactory to me.
Sincerely,
John [redacted]
Complaint: [redacted]
I am rejecting this response because: i have the original remotes for testing at your convience. As previously stated I'm not saying the sensors are bad. It is the design of the remote control. Even the Sears service technician said they were designed badly and replaced the remotes.
Sincerely,
[redacted]
I sincerely apologize for the delay. Chamberlain is a HomeKit partner. We are reviewing our product plans for HomeKit integration. Select Chamberlain MyQ-enabled products will support HomeKit. This includes specific Chamberlain Wi-Fi garage door openers with Smartphone Control and a HomeKit version...
of Chamberlain MyQ Garage. Once we have more information available, we will let you know.
Revdex.com:Just to make clear, and with repeating part of my original complaint, the technician present is NOT Chamberlain products certified. But he is a skilled technician with more than two decades of experience.The dealers that you claim carry your products, are not trained on your products. When you call them, most of them pretend they know just to come out and charge you a fortune, or they claim hesitant to perform the work because they say they are not familiar with the model (really?). Others, want to force you to buy a different company product. They all want to come out to talk to you so they charge you, or they hang up.Last time I had one of them work here, he replaced the keypad board for 950 dollars total. 650 dollars of that was labor! He visited me after the job was done and he requested an additional 300 dollars to 'just check if everything was working' and without preparing me of that unnecessary visit cost!!! He didn't even go near to keypad to check anything. I guess the original 350 dollars an hour fee was not enough for him and drove back to get more. Since then, I replaced the board one more time with the help of my technician in just 20 minutes and without even looking at a technical diagram. That cost me 50 dollars in labor!This last time I called you, we determined WITHOUT anyone's advice, that the cause of the intermittent gate failure was due to the batteries being over 12 years old. We bought two, 70% lower than retail and replaced them without looking at instructions in 15 minutes. Now tell me if anyone who reads this would ever call any of your dealers who all they want is to rip you off.
I am glad this happen so that I consider a new garage opener from a company who provides support and does not direct you to clueless dealers who rip you off by either charging outrageous fees or forcing you to buy their preferred products.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, just because they offered to help over the phone. But I am not sure if they realize that my technician is not Chamberlain certified.
Sincerely,
Georgios [redacted]
I apologize again that your 2011 Mazda CX-9’s [redacted] system does not work with your new model [redacted] garage door opener, and that your model [redacted] only came with one remote. An additional remote was an option that you had available through your technician that installed the unit for you, I’m sorry if it was not made known. Our agent explained that the technology in your vehicle was older than the technology in our unit, and that we had a solution for you called a [redacted] Bridge. You became quite upset and verbally abusive towards our agent before you disconnected the call. We like to work with our customers whenever possible, but they also need to provide us with an opportunity to do so. I understand that you have decided to purchase two of the [redacted] brand garage door openers. I apologize that we were not able to assist you to your satisfaction. If you have any questions in the future regarding Chamberlain, [redacted], or [redacted] products, please let us know, we are happy to help. Sincerely, [redacted] Quality Assurance Lead
I sincerely apologize for your recent experience with LiftMaster Technical Support. I see in your past interaction with us, you requested assistance with an EL25 Telephone Entry System, and we were able to assist you with this without issue. The EL25 units involve mostly programming, some...
light troubleshooting and low voltage properties. Troubleshooting your Elite Miracle One Gate operator, however, can potentially cause serious harm, or in some cases death, if handled improperly. We at LiftMaster do not take this lightly which is why we only troubleshoot a gate operator with an authorized gate technician. The symptoms you described were unfortunately not enough to diagnose why your gate operator would not open or close fully on a consistent basis. If you are still experiencing an issue, we would recommend contacting an Authorized local LiftMaster technician for further assistance.