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This business is not BBB accredited.


Find a Location

Phone: (800) 827-6364 Fax: (904) 357-7399 View Additional Phone Numbers 22000 Aol Way, Dulles, VA 20166 http://www.aol.com

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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for AOL include:

  • Failure to respond to 2 complaint(s) filed against business

Factors that raised the rating for AOL include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

402 complaints closed with BBB in last 3 years | 109 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 30
Billing/Collection Issues 150
Delivery Issues 4
Guarantee/Warranty Issues 0
Problems with Product/Service 218
Total Closed Complaints 402

Additional Complaint Information

Aol has indicated that it offers a free month's service to customers who call to notify the company they wish to cancel service. Customers who accept the offer need to notify the company within the given time frame should they still wish to cancel after that month's service. Consumers should check with their telephone service provider to determine if Aol access numbers are billed as local or long distance numbers for the user. The company referred some complaints to its business partners which marketed goods and services through their on-line listing.

Customer Reviews Summary Read customer reviews

0 Customer Reviews on AOL
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: January 01, 1996 Business started: 01/19/1987 in VA Business incorporated 05/24/1985 in DE
Type of Entity


Business Management
Mr. Tim Armstrong, CEO Ms. Karen Flemming, Regulatory Order Compliance, Legal Dept, AOL LLC Ms. Heidi Jongquist, Legal Support
Contact Information
Principal: Mr. Tim Armstrong, CEO
Customer Contact: Ms. Karen Flemming, Regulatory Order Compliance, Legal Dept, AOL LLC
Business Category

Internet Services Computers - Dealers

Alternate Business Names
America Online America Online Inc. AOL Broadband aol network AOL-MUSICNET aol.com Compuserve 2000 Compuserve, Inc. Mobileaim.com Moviefone Netscape Connect Netscape Internet Service Walmart Direct Internet Services Walmart Netscape Connect
Additional Information

AOL, Inc is a mass media company that has its corporate offices located in New York, NY.    Complaints are processed through the BBB of Metro Washington, DC.

The company also markets services through a trade name of Walmart Direct. This report includes Bureau experience with that trade style.


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.