BBB Business Review

This Business is not BBB accredited


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Phone: (800) 827-6364 Fax: (904) 357-7399 View Additional Phone Numbers 22000 Aol Way, Dulles, VA 20166


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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 1 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

446 complaints closed with BBB in last 3 years | 145 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 31
Billing/Collection Issues 174
Delivery Issues 4
Guarantee/Warranty Issues 3
Problems with Product/Service 234
Total Closed Complaints 446

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 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 Compuserve 2000 Compuserve, Inc. 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.


What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.


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Professional AffiliationsX

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.


What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.


What government actions does BBB report on?

BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.


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As a matter of policy, BBB does not endorse any product, service or business.

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