Complaints
This profile includes complaints for NORC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 21 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
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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:02/28/2025
Type: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.
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,
**** *****
Business Response
Date: 03/04/2025
Customers Statement of the Problem:
Please leave my family alone. We do not want to participate in the survey. Stop mailing, calling and sending people to my house. Take me off any list for future surveys. This has been going on for a year, take a freaking hint.
Anticipated Desired Settlement:
No further contact from business.
Background and details:
Thank you for bringing this to our attention. Below are the results of our investigation and the actions NORC has taken.
The household was scientifically selected to participate in a survey. A letter was mailed to the sampled address on 11/16/23 explaining the purpose of the survey and requesting the households participation. A follow-up postcard and letter were sent on 11/27/23 and 1/5/24 respectively. On 3/19/24, per standard NORC procedures, a trained field interviewer visited the address to gain cooperation. Nobody answered the door and a postcard was left at the doorway requesting participation. On 5/17/24 a Fed Ex was sent to the address attempting to gain cooperation to participate in the survey.
A follow-up to the original survey is being conducted in 2025. A letter was mailed to the sampled address on 2/12/25 explaining the purpose of the survey and requesting the households participation. A follow-up postcard was sent on 2/19/25. On 2/28/25, per standard NORC procedures, a trained field interviewer visited the address to gain cooperation. A ** member stated that she was not interested in participating.
Summary of steps taken by NORC:
The household will not be contacted in the future for this survey.Initial Complaint
Date:11/27/2024
Type: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.
The business doesn't answer emails or phone calls and I'm owed ****** points in which I haven't receivedBusiness Response
Date: 12/04/2024
Thank you for bringing this to our attention. Below are the results of our investigation and the actions NORC has taken.
The Panelist was invited on November 23, 2024, to participate in a survey worth ****** AmeriPoints, equivalent to $40. On November 24, 2024, the Panelist completed the survey.
On November 27, 2024, the Panelist called back to report their points had yet to be awarded. The same day, on November 27th,2024, a communication was sent via email explaining that NORC was experiencing a delay in distributing rewards.
Summary of steps taken by NORC:
We apologize for any inconvenience due to an unforeseen technical issue with awarding points for completing this survey and the inability to provide a clear solution sooner from our support. NORC was unable to award this Panelist ****** AmeriPoints within 24 hours as promised, due to the unexpected and complex nature of the issue. NORC expects to have these points added to the Panelists account by end of day December 5th. For the inconvenience we will also be awarding the Panelist an additional ***** AmeriPoints that will be awarded by December 12th. We truly appreciate the time that they have spent completing this survey.Initial Complaint
Date:11/27/2024
Type: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.
The company sent me an email detailing that there would be a survey for ****** points that would take approximately 120 minutes. I completed the survey after almost 3 hours and I waited 24 hours for payment never received. I continue to wait never received the points I called, the support team they then informed me that theyve heard about this and they dont know what to do because other people Ive received the points and they just dont know what to do. There was no support given. There was no help given actually feels as though this company is running fraudulently With advertisements and tricks and surveys, I feel it is very unprofessional. They did not give the support team any tools to actually support. They just have them answering the phones without giving any answer. I would really like someone to look into this company.Business Response
Date: 12/04/2024
Thank you for bringing this to our attention. Below are the results of our investigation and the actions NORC has taken.
The Panelist was invited on November 23, 2024, to participate in a survey worth ****** AmeriPoints, equivalent to $40. On November 24, 2024, the Panelist completed the survey. The same day, November 24, 2024, the Panelist called inquiring about their points for completing the survey. They were advised that they should be awarded within 24 hours.
On November 27, 2024, the Panelist called back to report their points had yet to be awarded. The same day, November 27, 2024, a communication was sent via email explaining that NORC was experiencing a delay in distributing their reward.
Summary of steps taken by NORC:
We apologize for any inconvenience and inability to provide a clear solution sooner from our support team due to an unforeseen technical issue with awarding points for completing this survey.NORC was unable to award this Panelist ****** AmeriPoints within 24 hours as promised,due to the unexpected and complex nature of the issue. NORC expects to have these points added to the Panelists account by end of day December 5th. For the inconvenience we will also be awarding the Panelist an additional ***** AmeriPoints that will be awarded by December 12th. We truly appreciate the time that they have spent completing this survey.Initial Complaint
Date:11/26/2024
Type: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.
Not paid for survey I completedBusiness Response
Date: 12/04/2024
Thank you for bringing this to our attention. Below are the results of our investigation and the actions NORC has taken.
The Panelist was invited on November 22, 2024, to participate in a survey worth ****** AmeriPoints worth the equivalent of $40. On November 22, 2024, the Panelist completed the survey.
On November 26, 2024, the Panelist called to report they had not received the points. On November 27th,an email was sent explaining that there was a delay in distributing their reward.
Summary of steps taken by NORC:
We apologize for any inconvenience due to an unforeseen technical issue with awarding points for completing this survey and inability to provide a clear solution sooner from our support. NORC was unable to award this Panelist ****** AmeriPoints within 24 hours as promised, due to the unexpected and complex nature of the issue. NORC expects to have these points added to the Panelists account by end of day December 5th. For the inconvenience we will also be awarding the Panelist an additional ***** AmeriPoints that will be awarded by December 12th. We truly appreciate the time that they have spent completing this survey.Initial Complaint
Date:10/19/2024
Type: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 cant login into my account because the password reset link they sent me isnt working. I tried to reset it at least 10 times, no answer to my emails and they hang up the phone when I call their support hotline. I need access because I have points with them that I would like to redeem.Business Response
Date: 10/28/2024
Thank you for passing along this request. NORC at the University of Chicago is an independent 501(c)(3) not-for-profit research organization that collaborates with government agencies, foundations,educational institutions, nonprofit organizations, and businesses to conduct objective social science research.
Review Involves:
Service Issues
Customers Statement of the Problem:
I cant login into my account because the password reset link, they sent me isnt working. I tried to reset it at least 10 times, no answer to my emails and they hang up the phone when I call their support hotline. I need access because I have points with them that I would like to redeem.
Anticipated Desired Settlement:
Contact by the business
Background and details:
The Panelist contacted TSSO Panel Support on 10/19/2024 reporting that the password reset function didnt work for them. We resent them the link, but they claimed it had already expired. They state to have made ten attempts to send new password reset links with the result being the same every time.
Summary of steps taken by NORC:
On 10/22/2024 the Panelist Support Team manually reset the password and emailed the Temporary Password link to the email address on file.
The Panelist was able to successfully login to the portal account after receipt of the Temporary Password on 10/22/2024.Initial Complaint
Date:10/14/2024
Type: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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22419649, and find that this resolution is satisfactory to me.
Sincerely,
Alisa CunninghamBusiness Response
Date: 10/17/2024
Thank you for
passing along this request. NORC at the University of Chicago is an independent
501(c)(3) not-for-profit research organization that collaborates with government
agencies, foundations, educational institutions, nonprofit organizations, and
businesses to conduct objective social science research.
Review Involves:
Service Issues
Customer’s Statement of the Problem:
I have been trying to reset my password for over a week now and each
time i get the link it will say link has expired even though it hasn’t been
over a minute of me receiving it and each time i have called to get help they
keep creating tickets and no one ever calls back to assist.
Anticipated
Desired Settlement:
Contact by the business
Background and
details:
The panelist reached out to the Panel Support Team on
10/10/24 mentioning an issue with resetting their password. NORC’s Panel
Support staff attempted to troubleshoot over the phone and directed the
panelist to attempt the password reset from another device or request a direct
reset link via the support automated phone system to see if the result was the
same.
Summary of steps taken by NORC:
On 10/17, the panelist member portal password was manually
reset, and they were emailed the temporary password and we attempted to reach
them via phone but encountered a voicemail initially.
NORC’s IT department reviewed the issue and determined that
the panelist entered the temporary password provided previously incorrect three
times.
NORC
emailed the panelist a new temporary password. We confirmed with the panelist
they were able to reset the password and have regained access to their account.
In addition, NORC also awarded them 10,000 complimentary points.Initial Complaint
Date:10/03/2024
Type: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 was supposed to receive $50 for consulting for this business, but they stopped responding to my emails.Business Response
Date: 10/14/2024
Thank you for passing along this request. NORC at the University of Chicago is an independent 501(c)(3) not-for-profit research organization that collaborates with government agencies, foundations,educational institutions, nonprofit organizations, and businesses to conduct objective social science research.
Customers Statement of the Problem:
I was supposed to receive $50 for consulting for this business, but they stopped responding to my emails.
Anticipated Desired Settlement:
Other (requires explanation)
I would like my $50 honorarium.
Background and details:
This respondent completed our 2024 Insight Index survey in July of 2024, and was issued an honorarium in August of 2024.
However, the honorarium email was not received by the respondent, due to a spam filter, screening rules, or some other limitation.
The respondent followed up with NORC directly via email in September 2024, but an internal review determined no apparent issues with the honorarium.
Following this BBB complaint, NORC authorized reissuing the honorarium on this survey, via a new email contact method.
Summary of steps taken by NORC:
As of 10/10, NORC has reissued the honorarium, and confirmed its receipt by the respondent.Initial Complaint
Date:09/26/2024
Type: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 don't know what the heck is wrong with these people, perhaps a major brain malfunction, but I have been receiving repeated annoying emails from them for seral weeks now asking for me to complete a stupid credit card survey I've already completed. I've emailed them and told them to STOP, yet it continues every day. I tried calling, but their phone system doesn't put you through without a pin number.Business Response
Date: 09/30/2024
Thank you for passing along this request. NORC at the University of Chicago is an independent 501(c)(3) not-for-profit research organization that collaborates with government agencies, foundations, educational institutions, nonprofit organizations, and businesses to conduct objective social science research.
Customers Statement of the Problem:
I don't know what the heck is wrong with these people, perhaps a major brain malfunction, but I have been receiving repeated annoying emails from them for seral weeks now asking for me to complete a stupid credit card survey I've already completed. I've emailed them and told them to STOP, yet it continues every day. I tried calling, but their phone system doesn't put you through without a pin number.
Anticipated Desired Settlement:
Other (requires explanation)
No further contact by the business; IMMEDIATE removal of ALL my contact info and a CEASE AND DESIST OF ALL FURTHER COMMUNICATIONS!
Background and details:This respondent was invited to complete the Personal Finance Survey as part of a list sample on 9/12.
Upon receipt of the respondent email on 9/24, it appeared that the panelist completed the survey via PIN: ********. so they were thanked for their time and informed they were not eligible to complete the survey.
Since the respondent has completed the survey, our system would have not sent further emails to this PIN.
However, upon further investigation following this BBB complaint, we found that this respondents email address was attached to an additional 4 lines of sample for the same survey. The survey status for these additional sample lines were not completed, so this email address was sent several email reminders on 9/20 and 9/24.
The respondent then emailed again on 9/26, asking that contacts be stopped.
Summary of steps taken by NORC:
As of 9/26, NORC has located and deactivated all cases attached to the respondents email address. No further emails will be sent to the respondent for this study.Initial Complaint
Date:09/21/2024
Type: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.
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,
****** *******Business Response
Date: 09/26/2024
Thank you for passing along this request. NORC at the University of Chicago is an independent 501(c)(3) not-for-profit research organization that collaborates with government agencies, foundations, educational institutions, nonprofit organizations, and businesses to conduct objective social science research.
Anticipated Desired Settlement:
Other (requires explanation)
Modification/discontinuance of an advertised claim; No further contact by the business; Finish the job
Background and details:
This respondent was invited to complete the Personal Finance Survey on 9/13 via PIN=************* receipt of an email from the respondent on 9/14, it appeared that the respondent screened out of the survey, so they were thanked for their time and informed they were not eligible to complete the entire survey. The respondent then emailed again on 9/21, asking that contacts be stopped.
Since the respondent has completed the survey, our system would have not sent further emails to this PIN.
However, upon further investigation following this BBB complaint, we found that this respondents email address was attached to an additional 6 lines of sample for the same survey. The survey status for these 6 additional sample lines were not completed, so this email addresses were sent several email reminders on 9/20 and 9/24.
Summary of steps taken by NORC:
Following the investigation, as of 9/25, NORC has located and deactivated all cases attached the respondents email address. No further emails will be sent to the respondent for this study.Initial Complaint
Date:02/20/2024
Type: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.
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.
****************************************************Business Response
Date: 03/07/2024
Thank you for passing along this request. NORC at the University of Chicago is an independent 501(c)(3) not-for-profit research organization that collaborates with government agencies, foundations, educational institutions, nonprofit organizations, and businesses to conduct objective social science research.
Review Involves:
Refund Or Exchange Issues
Customers Statement of the Problem:
I have been trying since 12/6/23 to gain access to my account in order to redeem $70 ******* Gift Card. I have sent several password reset requests,and the resets do not work. Attempted to login to portal, received message access denied. Talked with several representatives and was told in some instances issue resolved, other instances account referred to another level.
Anticipated Desired Settlement:
Other (requires explanation)
Ability to access account and reward $70.
Background and details:
Thank you for bringing this to our attention. Below are the results of our investigation and the actions AmeriSpeak has taken.
12/20/23
Panelist reached out to AmeriSpeak Support via email, reporting that they could not access their AmeriSpeak member portal account. ******************** Support advised the panelist to use the self-service password reset functionality on the member portal.
1/2/2024
AmeriSpeak Support contacted the panelist, who informed AmeriSpeak Support that the requested password reset emails had not been sent to their account. The panelist was asked to confirm the email address they entered into the self-service forgotten password form. This information was passed on to the AmeriSpeak IT Team for review.
2/23/24
Panelist informed the AmeriSpeak Support team that they entered a different email address (a gmail.com email address stored as an alternate email address in our database and not the email address currently connected to their member portal account when requesting a reset password email.
Following standard operating procedures of similar self-service forgot password functionality,emails containing links to reset passwords can only be sent to the email address already connected to the account. This is to prevent bad actors from being able to change password on accounts not belonging to them. Since the panelist requested the reset password email be sent to a different email address, we cannot send the reset password email.
2/23/24
Per the panelists request, AmeriSpeak Support updated their main email address in the database to the alternate one provided (gmail.com). The panelist was again advised via email that they must use this email address when using the forgot password functionality on the member portal.
2/24/24
The panelist reported that the password reset email still had not been delivered to their gmail.com email address. This information was passed on to the AmeriSpeak IT team, who reported seeing no issues and recommended that the panelist double-check their Spam and Junk email folders as the email had been sent.
2/27/24
Upon request from AmeriSpeak Support, the AmeriSpeak IT team processed a manual password reset for the account, emailed the temporary password to the panelist, and advised the panelist to reset the password.
Summary of steps taken by NORC:
The panelists password was manually reset in the AmeriSpeak systems, and a temporary password was sent to the panelist on 2/27/2024.
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