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Complaints
This profile includes complaints for AARP's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 279 total complaints in the last 3 years.
- 107 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/22/2025
Type:Sales and Advertising IssuesStatus: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.
On 01/22/2025, I clicked on $15.00 to renew my AARP. However, AARP system switched it to $***** for 5 years. AARP have their system setup is to switch the the ***** instead of what the member actual selected.Business Response
Date: 01/23/2025
January 23,2025
BBB of ****************, ** and Eastern PA
**************************************************;
************** 20005
Re: Complaint # ********
****** *********
*******************
*******, *******; 77048
To the Dispute Resolution Team:
We are in receipt of your letter regarding ****** ********** claim that she attempted to renew her AARP membership for one year and found that she had renewed for five years. We have investigated her concerns and welcome the opportunity to respond.
************ has been a valued AARP member for 22 years. In January of 2020, she renewed her membership at the discounted rate of $12/year in exchange for placing her account on Auto-Renew. Under this program, the membership would automatically renew each January at the prevailing annual rate (at the time $16/year). Auto-Renew can be cancelled at any time and notifications of upcoming renewal charges to her credit card were sent each December in 2022, 2023, and 2024.
On January 22, 2025, prior to the pending Auto-Renew charge, Ms. ********* attempted to renew her membership online. However,there appeared to be an error and, rather than renew for one year, she was renewed for 5 years at the new rate of $79. She called into our contact center and a supervisor refunded the $79 charge to the credit card she used. Additionally,the representative informed Ms. ********* of the auto-renew program on the account and, at Ms. ********** request, removed the auto-renew feature from her membership account.
We apologize for any frustration experienced by Ms. ********** We have provided a one-year gift term to her AARP membership as a token of our appreciation for her past and continued support. Her membership will now expire at the end of January 2026.She will receive her new membership cards, via ****, within four weeks.
If ************ has any other questions or concerns, she may call me directly at *************** If more convenient, he may send an email to *****************************************************************,or mail to the following address:
AARP,Consumer Care Ombudsman Team, *********************************;20049.
We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
***** *******, *********************************** Ombudsman Team
*****************************************************************Initial Complaint
Date:01/20/2025
Type:Customer Service IssuesStatus: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.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
****** *****Business Response
Date: 01/21/2025
January 21,2025
BBB of ****************, ** and Eastern PA
***************** 10th Floor
**********, ** 20005
Re: Complaint # ********
****** *****
******************
************, ********
To the Dispute Resolution Team:
We are in receipt of your letter regarding ****** Uzzles claim that AARP has not updated her mailing address, and she has not received her AARP publications.We have investigated her concerns and welcome the opportunity to respond.
Ms. ***** has been a valued AARP member for several years.On December 6, 2024, her address was updated in her AARP membership profile to the address above. As some mailings (especially publications) are prepared prior to their distribution date, it may take up to six weeks for address changes to filter through our database. On January 2, she requested missed back issues of AARP ************ and AARP Bulletin. I have insured that back issues of all October-January publications have been sent to her. She should expect to receive them within the next three weeks.
If Ms. ***** has any other questions or concerns, she may call me directly at *************. If more convenient, she may send an email to *****************************************************************,or mail to the following address:
AARP,Consumer Care Ombudsman Team, *********************************;20049.
We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
***** *******, *********************************** Ombudsman Team
*****************************************************************Initial Complaint
Date:01/18/2025
Type:Product IssuesStatus: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.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 22827920
I am rejecting this response because:
as I previously explained I opted to cancel the subscription / membership because I was not using it. I had two separate accounts one with a ********* ******, who no longer resides at this address and another account with my daughter ****** *******, who also NO LONGER RESIDES HERE. Therefore, as I previously stated the account is not being used by ME, so once again please issue a REFUND back to my card in the amount of $20 that was charged on January 15, 2025!!!!
Regards,
***** ********Business Response
Date: 01/23/2025
January 23,2025
BBB of ****************, ** and Eastern PA
**************************************************;
************** 20005
Re: Complaint # ********
***** ********
*******************
********, MD 21122
To the Dispute Resolution Team:
We are in receipt of your letter regarding Renai Hedgemans claim that she requested her AARP membership to be cancelled and to receive the $20 she recently paid as a refund. We have investigated her concerns and welcome the opportunity to respond.
Ms. ******** has been a valued AARP member since January 16, 2024. On that day, she enrolled in an AARP membership at the discounted rate of $12/year in exchange for placing her account on Auto-Renew. Under this program, the membership would automatically renew each January at the prevailing annual rate (at the time $16/year). Auto-Renew can be cancelled at any time and notifications of upcoming renewal charges to her credit card were sent in December and at the beginning of this month.
On January *******, prior to the pending Auto-Renew charge, Ms. ******** called our contact center and asked to cancel her membership. The agent processed the cancellation of the membership (as well as Auto-Renew) and a $.28 (twenty-eight cents) refund was processed in the form a credit back to the card she originally used last year. This represented the remainder on the years membership.
Ms. ******** called again on January 16 and asked about a $20 refund. In researching this complaint, it appears that there is a separate membership on Auto-Renew for another individual residing at the same address.
I attempted to call Ms. ******** on January 21 and today, with no answer. I sent an email to the address provided in the complaint on January 21 and have yet to receive a response.
We apologize for any frustration experienced by Ms. ********* I am happy to resolve this issue for her, but we need some additional information. She may call me directly at *************** If more convenient, she may send an email to **************************************** or mail to the following address:
AARP,Consumer Care Ombudsman Team, *********************************;20049.
We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
***** *******, *********************************** Ombudsman Team
*****************************************************************Business Response
Date: 01/30/2025
January 30,2025
BBB of ****************, ** and Eastern PA
**************************************************;
************** 20005
Re: Complaint # ********
***** ********
*******************
********, MD 21122
To the Dispute Resolution Team:
We are responding to Renai ********* additional concerns regarding the above referenced complaint. We have investigated her concerns and welcome the opportunity to respond.
As mentioned in our original response, we attempted to contact Ms. ******** by phone and email on January 21 to confirm the name of the other member on the separate account. As Ms. ******** has provided that in her rejection to you, we were able to confirm that the account under ********* ******* ****** at the above address has been cancelled and the $20 refunded to Ms. ********* credit card.She should see that credit shortly, and within two paper billing cycles from her credit card provider.
We apologize for any frustration experienced by Ms. ********* I am happy to resolve this issue for her, but we need some additional information. She may call me directly at *************** If more convenient, she may send an email to **************************************** or mail to the following address:
AARP,Consumer Care Ombudsman Team, *********************************;20049.
We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
***** *******, *********************************** Ombudsman Team
*****************************************************************Initial Complaint
Date:01/07/2025
Type:Order IssuesStatus: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 enrolled in the AARP Rx United Healthcare RX plan as of January 1, 2025. I also enrolled in the new Medicare Prescription Plan that went into effect 1/1/25. I made several call re: how the plan works in coordination with a drug manufacturers program. I only received a clear response after demanding to speak with a supervisor. The issues are: **** are difficult to understand- non-American; **** do not understand the new plans; today I was asked for my checking acct or credit card number to receive a $100 **** gift card. I hung up on the first rep and called back only to get one with poor English skills and attempted to divert my call from a supervisor. I waited on hold for nearly an hour before I spoke with a woman who IDd herself as a supervisor. I also called Medicare, who advised me to request to speak with a supervisor. This program for Medicare members needs to be investigated. We deserve competent service- were paying for more than we get. Please have someone contact me on this matter. Thank you.Business Response
Date: 01/21/2025
To whom it may concern,
This case is still pending communication with the member from ***. They attempted to reach the member on 1/16/25 and will continue to do so two more times prior to closing the case. I will send another update once received from UnitedHealthcare.
Sincerely,
******** *****
Member Relations ************
Business Response
Date: 01/23/2025
UnitedHealthcare had the opportunity to review the file and speak with Ms. ***** directly. They have obtained all necessary information to file a grievance for further investigation. At this time, Ms. ***** has been able to obtain her medication from the manufacturer.Initial Complaint
Date:01/07/2025
Type:Billing IssuesStatus: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.
A ************* *** called me and said they cancelled the policy. However, the ***.said they DO NOT require a ************ acct holder to rejoin AARP before canceling the acct. He said it was not a ************ *** that said that the AARP subscription had to be renewed before the ************* **** could be canceled. When I made the original call to cancel the acct the phone number was for AARP-************. While I cannot prove I was originally speaking with a AARP *** but the number I called was for AARP-************. Again it's not the $16.00 I was was charged, it's the principle that I was required to rejoin AARP BEFORE BEING ABLE TO CANCEL DELTA DENTAL. I have received a letter and e-mail from ************ that the Dental acct was cancelled. I believe at this point it was a AARP *** that I was originally speaking with and who forced me to take the unwanted AARP Subscription. Thank you for helping me with this issue.
Business Response
Date: 01/14/2025
************ had the opportunity to review the policy and confirmed the policy has been terminated as of 12/31/2024. A refund has been issued for the 01/2025 coverage that had been paid. ************ also advised it is not their policy to restrict the termination of coverage based on the status of the AARP membership.Initial Complaint
Date:01/03/2025
Type:Product IssuesStatus: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 AARP twice to cancel my membership but the membership still exists to this day. I would like my membership cancelled immediately.Business Response
Date: 01/06/2025
January 6,2025
BBB of ****************, ** and Eastern PA
**************************************************;
************** 20005
Re: Complaint # ********
**** ******
**************************************
Hoffman Estates, IL 60169
To the Dispute Resolution Team:
We are in receipt of your letter regarding **** ****** claim that he has asked for his AARP membership to be cancelled with no result. We have investigated his concerns and welcome the opportunity to respond.
Mr. ****** enrolled as an AARP member on October 4, 2024, through Apple Pay.
As Apple Pay considers AARP membership a subscription, the membership must be cancelled through Mr. ****** iPhone ***** Subscriptions page.
I called ********* earlier today and left a voicemail message with some instructions and my direct phone line for any additional assistance he may need.
We extend our apologies for any misunderstanding or frustration caused by this process.
If ********* has any other questions or concerns, he may call me directly at *************. If more convenient, he may send an email t, or mail to the following address:
AARP,Consumer Care Ombudsman Team, *********************************;20049.
We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
***** *******, *********************************** Ombudsman Team
*****************************************************************Initial Complaint
Date:01/01/2025
Type:Product IssuesStatus: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.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 22755445
I am rejecting this response because:I accept the refund as that is what I asked, but it's comical that aarp claims to have "no record" of my attempt to buy gift cards- that's because their website did not let me. Aarp needs to add electronic options as this is 2025, one cannot always wait 1.5+ hours on the phone waiting to speak to someone. To this date, they have not explained why I was unable to complete the purchase despite being a paid member. I didn't ask for a recap of my membership with them, so I'm not sure why they are wasting resources typing up convoluted responses when all they had to do was: investigate why my account was unable to purchase gift cards, then complete the refund. I feel sorry for any current aarp members with problems as it's clear aarp wants to hide behind a phone number, and hopes that clients will give up and just accept that they won't get what they paid for.
Regards,
******* ******
NY of the services I'm paying for, so I want a full refund and to end the membership.Business Response
Date: 01/15/2025
Please see our response for Complaint No. ******** (attached). Thank you.Initial Complaint
Date:12/27/2024
Type:Product IssuesStatus: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.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 22735538
I am rejecting this response because:
The issue: The AARP discount for a ******** membership was initially applied to an old ******** account that was later canceled, and now the discount cannot be applied to a new ******** account, with both ********************** and ******* directing me to the other party for resolution. The error message received when attempting to apply the discount is: "It looks like that code was used before."
Old AARP number: [redacted]
New AARP number: [redacted](changed in an attempt to resolve this problem)
AARP account email: [redacted]
******* account email: [redacted]
November 29, 2024:
The first attempt was made to contact AARP regarding the inability to use the $20 ******** discount. The discount could not be applied to a new ******** account because it was previously used on an old ******** account that had been canceled. My AARP membership number was [redacted] at the time. The AARP email was ******************* while the ******** account was under *********************************.
December 6, 2024:
AARP was contacted again via chat. The AARP representative, ****** advised calling ******* at **************. This phone number was found to be unhelpful, as it does not handle AARP-related issues and is only for online orders, pickup orders, store hours, and current or former employees. The issue was then escalated by another AARP representative named ******.
I messaged AARP again to explain the issue and the error message received, and to request that the issue be forwarded to the IT team.
December 13, 2024:
An email was received from AARP Member Relations (******* ********) stating that *******'s Executive Resolution team would be contacted.
December 23, 2024:
I sent a follow-up email to AARP Member Relations (******* ********) because no resolution or response had been provided.
I again stated that neither AARP nor ******* was taking responsibility for resolving the issue.
December 27, 2024:
I filed a formal complaint with the Better Business Bureau (BBB) and Trustpilot regarding the unresolved issue with AARP and *******. The complaint detailed the inability to use the $20 ******** discount, the error message received ("It looks like that code was used before"), and the repeated unsuccessful attempts to resolve the problem with both AARP and Walmart.
December 27, 2024:
AARP representative "******" changed the AARP membership number to [redacted], in an attempt to resolve the issue. However, this did not fix the problem. I continued to get a blank page when trying to get the discount. ****** suggested trying a free trial on the ******** site, but this was not helpful as the site requested payment for a membership.
Also on December 27, 2024:
I contacted ******* again per AARP via online chat support and was transferred to a supervisor named "******** ********* ******** stated that the issue needed to be resolved by AARP, and that he would escalate the concern to the relevant team, with a resolution in 5 business days. However, he did not provide proof of the escalation. A chat reference number was provided: 241227-67393-0796-0000.
I never heard anything back.
January 3, 2025:
AARP Member Relations, ******** ****** III, contacted me by email, while ******* ******** was on leave, to ask if I had cleared cookies and cache. I did this again after I received the email and confirmed that clearing cookies and cache did not resolve the issue.
******** ****** III then requested a phone number and I provided the number, but stated a preference for email communication due to being very ill and waiting on brain surgery. ******** ****** III then asked for a screenshot of the error message and more details about where the code was being entered. I supplied 4 images in order once again showing and explaining the process:
I navigate to AARP Member Benefits page.
I click on "******** $20 off a ******** annual membership."
I select "Learn More."
The system processes my request, displays "processing please wait," and then returns an error message: "It looks like that code was used before."
To which the response from ******** ****** III was: "I have escalated your concerns, and I hope to have an update for you in the coming days."
Throughout this multiple month long ordeal, I have been repeatedly directed back and forth over and over again between AARP and *******, with neither company taking responsibility for resolving the issue.
The core issue is that the AARP discount is tied to the AARP membership, and it cannot be re-applied to a new ******** account after it was used on a previous, canceled account.
Regards,
******** **********
mber 6, 2024:Contacted AARP via chat. Representative *** advised me to call ******* at **************. Called ******** which directed me back to AARP. Escalated issue with ****** at AARP.December 13, 2024:Received an email from AARP Member Relations (******* ********), stating *******'s Resolution Team would contact me.December 23, 2024:Followed up with AARP as no response or resolution was provided.Ongoing:Both ******* and AARP direct me to the other, claiming it is not their responsibility.Unresolved Issue:The discount is tied to my AARP membership and cannot be re-applied to my new ******** account after cancellation of the previous account. The lack of resolution has caused frustration and wasted time.Request for Resolution:I request that the AARP discount be applied to my new ******** account, as promised in AARP membership benefits.Business Response
Date: 01/06/2025
January 6, 2025
BBB of ******************* &
Eastern Pennsylvania (**********, **)
***********************
*********************************************
Re: ******** **********
ID: ********
Dear BBB Representative:
This is a response to a recent complaint to the Better Business Bureau, filed by ******** **********. The issue concerns the member receiving an error message from ********* when attempting to apply for her AARP member discount.This complaint has been referred to me for investigation and response.
Please be advised that while AARP contracts with providers to make products and services available to AARP members, neither AARP nor its affiliate is the provider. When we receive a complaint such as the one you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research, and response. Since ******** ********** refers to issues with Wal-Mart+, we forwarded her complaint to ********* for investigation and response. ********+will contact her directly to advise her of the outcome of this matter.
In response to Ms. *********** concerns, ********* has informed us that the member's concern is still under review and a letter will be provided to the member once the investigation is complete.
We truly apologize for any frustration Ms. ********** has experienced.
After hearing from Wal-Mart+, if she has any additional questions or concerns to bring to my attention, she can respond directly to this complaint or call me at ************. If you have any additional questions, please do not hesitate to contact me.
Sincerely,
******* ********
Member Relations
AARP Services******
*******************************************************************
ASI Case ID: ********Business Response
Date: 01/16/2025
January 16, 2024
BBB of ******************* &
Eastern Pennsylvania (**********, **)
***********************
*********************************************
Re: ******** **********
ID: ********
Dear BBB Representative:
This is a response to a recent complaint to the Better Business Bureau, filed by ******** **********. The issue concerns the member receiving an error message from ********* when attempting to apply for her AARP member discount.This complaint has been referred to me for investigation and response.
Please be advised that while AARP contracts with providers to make products and services available to AARP members, neither AARP nor its affiliate is the provider. When we receive a complaint such as the one you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research, and response. Since ******** ********** refers to issues with Wal-Mart+, we forwarded her complaint to ********* for investigation and response. ********* will contact her directly to advise her of the outcome of this matter.
In response to Ms. *********** concerns, the reason Ms. ********** experienced difficulties in creating a new account is that she previously had a ********+account that used the discount code. ********* only allows customers and members to use a promo or entitlement ID to sign up for the promotion once.This policy ensures that the same customer or member cannot take advantage of the offer multiple times or share the same promo code with others. However,********* has made a one-time exception and disassociated Ms. ********** from this promo code, allowing her to create a new account.
We truly apologize for any frustration Ms. ********** has experienced.
After hearing from Wal-Mart+, if she has any additional questions or concerns to bring to my attention, she can respond directly to this complaint or call me at ************. If you have any additional questions, please do not hesitate to contact me.
Sincerely,
******* ********
Member Relations
AARP Services******
*******************************************************************
ASI Case ID: ********
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