Complaints

This profile includes complaints for AARP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  AARP

  601 E St NW Washington, DC 20049-0001

• 

  Aarp

  118 N. Main St Concord, NH 03301

• 

  AARP Kentucky State Office

  10401 Linn Station Rd # 121 Louisville, KY 40223

• 

  AARP Foundation

  915 Main St Ste 602 Evansville, IN 47708

• 

  AARP Mississippi

  141 Township Ave Ste 302 Ridgeland, MS 39157

The 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:01/22/2024

  Type:Service or Repair Issues
  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.

  AARP uses tax volunteers & recommends them. They did my 2023 taxes incorrectly. IRS sent letter & w/want $ back/AARP refuses to help me. I have called 10/30/23, 11/13/23, 1/8/24 & 1/22/24. AARP continues to make mistakes in my phone number/email saying that's why I'm not getting help. They put the blame on me for how taxes were done. I'm not a tax person. Shouldn't their tax people do taxes right so I don't owe the IRS? They want me to wait to do taxes this year, but I don't have everything for this year yet. They have my correct email and phone number when they send me the junk mail! After holding for about 5 minutes, I was hung up on. They don't know the number to call me back yet? Very disappointed in trying to use a service that is recommended by AARP and associated with them. If someone does our taxes wrong, shouldn't they help to correct them and be held accountable?

  Business Response

  Date: 02/06/2024

  February 6, 2024
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
            Re:     ***************************-#********
  
  Dear Dispute Resolution Team:
  
  We are writing regarding the complaint of *************************** that was filed with your office on January 23, 2024 and transferred to our office for handling. The complaint entails ******************** recent experience regarding tax assistance from AARP Foundation Tax-Aide. We have reviewed her concern and welcome the opportunity to resolve this matter.
  ******************** mentioned in her complaint that she's contacted Tax-Aide on numerous occasions over the past few months about this issue. According to our records, the dates provided in her complaint correspond with the dates that we have in our database. We apologize for any frustration or inconvenience that this issue may have caused her.
  After researching ******************** complaint, it was discovered that she requested assistance originally in 2022 with her tax return and filed that year as head of household. She also claimed her granddaughter as a dependent the same year with consent from her daughter, ***********************. Later, ****************** notified the tax counselor and further explained that 2022 was her year to claim her daughter since she was claimed by her father the prior year. Because she and her daughter resided with ******************** the entire year, she granted her mother permission to file her granddaughter for the 2022 year.
  On January 11, 2024, Tax-Aide received communication from the complainant requesting assistance from Tax-Aide and indicated that the child's father also filed as head of household claiming his daughter on his 2022 tax return. Therefore, she wanted to know if Tax-Aide could determine for her who had the right to claim the child given the latest information.
  On January 29, 2024, Tax-Aide lead volunteer contacted ******************* via telephone and confirmed that her returns were E-Filed and accepted. However, during the conversation, our volunteer was informed that the ******** have a court order alternating agreement. For this reason, Tax-Aide lead volunteer told ******************** that Tax-Aide could not assist her based on this new information. It was also clear that the previous returns were filed accurately based on all the documentation and information that was provided during the initial tax preparation.
  

  Tax-Aide informed *** ******** that she would need to contact the local IRS office and schedule an appointment for the IRS to determine the rightful claimant for 2022 based on the court order. She expressed gratitude for the guidance and indicated she would proceed with the recommended steps. Tax-Aide certainly understands how this encounter can be frustrating to the member and would be glad to assist her with any filings in the future.
  Again, 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,
  
  ****************************
  Sr. Ombudsman Analyst

  Customer Answer

  Date: 02/08/2024

  [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.  I would like to state that there is an inaccurate accounting.  Everything was disclosed at the filing of the past tax return by my daughter and I.  Once my complaint was made to the BBB this year, I do feel that I was treated respectfully and with kindness and the  issue was resolved quickly by the tax volunteers.  The person I spoke with from last year was able to guide me for this year's tax return.  She was very professional and helpful and sat down with me explaining certain items.  I believe AARP was the organization that didn't help in a timely manner, but the AARP tax volunteers were helpful in me continuing with my past return and this year's return and that helped me tremendously.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:01/19/2024

  Type:Billing Issues
  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.

  I booked a trip in April to Hawaii through AARP travel. I was quoted $257.40 for trip insurance but when they charged my card for the trip insurance they charged me $764.82. That is $507.42 more than quoted. I have been trying to resolve this for 8 months. They have always said they would research and never call me back. I have provided documentation. Now today, they say it is some hidden charge for an expanded package protection. I do not believe they have the right to charge me for something not quoted or agreed to in the booking.

  Business Response

  Date: 02/01/2024

  
  February 1, 2024
  
  BBB of Metro Washington DC &
  Eastern Pennsylvania (Washington, DC)
  1411 K St, NW 10th Floor
  Washington, DC 20005-3404
  
  Attn: BBB Representative
  
  Re:*****************
  ID:***********
  
  Dear BBB Representative:
  
  This letter is in response to a recent complaint to the Better Business Bureau, filed by *********************************. The issue is regarding the amount of trip insurance ********************** was charged for. This complaint has been referred to me for investigation and response.
  
  Please be advised that AARP contracts with providers to make products and services available to AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research and/or response. Since AARP is not the service provider, we unfortunately cannot access ********************** records with Expedia to address her concerns. To assist, we forwarded the complaint on behalf of ********************** to *******s Escalations Team to have a thorough review and investigation completed.
  
  *******s Escalations Team has advised that upon further investigation, they have successfully processed a refund for the difference of $508 USD to the original form of payment, which will be reflected on the member's account within 5 to 7 business days. Also, Expedia has added a coupon for $100 USD due to this experience to use on prepaid hotel booking for future travel before 28 Feb 2025.
  
  We apologize for the inconvenience ********************** has experienced. Should you have any additional questions, please do not hesitate to contact me directly by calling ************.
  
  Sincerely,
  ***********************
  Member Relations
  AARP Services, Inc.
  601 E Street, NW
  Washington, DC 20004 
  AARP Case ID: ********

  Customer Answer

  Date: 02/01/2024

  [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,
  
  *********************************
  

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  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.

  I needed a supplement insurance and one that fitted my needs required opening an account with AARP. Unfortunately, the insurance company chose not to provide coverage. Consequently, I did not want to be a member of AARP, as it was an unnecessary cost I did not need. I discovered that there was no option to delete the account online, so I sent them a letter. They refuse to accept the deletion of the account and keep bombarding me with emails and mail almost every day. I am a disabled veteran and live in a VA Home.

  Business Response

  Date: 01/29/2024

  January 24, 2024
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:      Complaint #********
                          ***************************
                          *** *****************
  Crystal Springs, MS *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ********************** claim that he experienced difficulty while trying to cancel his membership account.  We thank **************** for his service to our country. We have investigated his concern and welcome the opportunity to resolve this matter.
  
  *************** joined AARP for $12.00 on December 4, 2023. Our records indicate that **.   attempted to cancel his membership through the AARP Chatbot on January 7, 2024 and was unable to do so because his request came outside of normal business hours. We have no further contact from ***************.
  
  Members of AARP can cancel their membership by calling our toll-free telephone number,************.
  
  As of January 24, 2024, we have cancelled ****************** membership account with a full $12 refund being returned via electronic check. His e-check refund will appear on his account within the next 2-3 weeks.
  
  If **************** needs additional assistance, he may call me directly at **************, and it would be my pleasure to assist him further. If more convenient, he may send an email to my attention through the following email address, [email protected], or mail it to the following address: AARP, Consumer Care Ombudsman, 601 E Street, Washington, DC  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,
  
  ***************************
  Consumer Care Ombudsman

  Customer Answer

  Date: 01/29/2024

  [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,
  
  ***************************
  

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  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 ordered the $1100 ******** gift card on Dec.28, expecting it to be delivered within 24hrs but didn't receive it. I contacted the chat agent on Jan.11 and said I don't want it anymore since it's been too long. The customer service agent confirmed there was a system error that made the gift card take so long to deliver and said she would escalate it. However, after the chat, instead of cancelling the gift card order that takes forever to deliver, they instead sent me the card an hour later, forcing me to pay and reject to refund. What a gangster corporation. I want all my gift card orders to be canceled and refunded. I didn't use it and no longer need it. It's also their system error that caused the delay so the burden shouldn't be transferred to me. This has also happened to other people according to their forum and they never do anything about it.

  Business Response

  Date: 01/31/2024

  January 31, 2024
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
             Re:      Complaint # ********
                          ****** **
                         ************************** Apt ***
                          Ann Arbor, Michigan *****
  
  To the Dispute Resolution Team:

  I am writing in response to the complaint filed by ***************** regarding the delivery of his two $450 and one $90 ******** Cruise gift cards purchased on December 27, 2023. We appreciate the opportunity to address this matter and provide a full explanation.
  
  On December 27, 2023, ******** successfully completed an AARP Rewards purchase of three ******** Cruise gift cards totaling $990. However, he did not receive these gift cards immediately and reached out to our contact center via live chat on January 11, 2024. An internal case was created and forwarded to the Consumer Care Ombudsman team. We promptly sent him an email to acknowledge receipt of his case and to inform him that the gift cards were successfully sent and received by him on January 11, 2024. Since receiving this inquiry, we have been in communication with *** ** and have ensured that the issue was resolved to his satisfaction.
  

  It is important to note that the Terms and Conditions of the AARP Rewards program, of which every participant must agree to prior to joining the program, state the following regarding digital gift card delivery timelines: “Digital Rewards items will be delivered to the Participant’s email address associated with their AARP.org Online Account within 24 hours for orders submitted during normal business hours (8 am - 5 pm EST Monday – Friday). Orders submitted on weekends or federal holidays, orders missing sufficient information to ensure the order is valid, and orders that encounter payment issues may take longer to resolve. AARP further reserves the right to extend delivery times in its sole discretion and without compensation or reimbursement to Participant for any reason, including without limitation to conduct due diligence, to resolve supply issues, or to audit transactions.”

  Further disclosures are also provided to all participants prior to the point of purchase. Each item in the catalog reminds users that "In some instances delivery may take longer than 24 hours."  

  We apologize for any inconvenience caused by the delivery timeline experienced by *** **. We value *** ** as a member of AARP and appreciate his patience throughout this matter. If he has any further questions, he can contact me directly at ###-###-####, and it would be my pleasure to assist him further. If more convenient, he may also send an email to [email protected] or mail to the following address: AARP Consumer Care Ombudsman Team, 601 E Street, NW, Washington, DC  20049.  
  
  Again, 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,
  
  ****** ****
  Consumer Care Ombudsman
  [email protected]

• Initial Complaint

  Date:01/17/2024

  Type:Product Issues
  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.

  The ***/AARP website makes it impossible to cancel an automatic refill. In the transcript provided you'll note that there is a screenshot showing that there is an opt out link--doesn't work as advertised. The medication I want to cancel is $131.00 for 90 days, and they refilled it while I had about 60 days left from the previous refill. In the past, I have been able to cancel auto-refill, so this breakage is recent.

  Business Response

  Date: 02/01/2024

  February 1, 2024
  
  BBB of Metro Washington DC &
  Eastern Pennsylvania (Washington, DC)
  1411 K St, NW 10th Floor
  Washington, DC 20005-3404
  
  Attn: BBB Representative
  
  Re:*********************
  ***********
  
  Dear BBB Representative:
  
  This letter is in response to a recent complaint to the Better Business Bureau, filed by *********************. The issue is regarding problems with being able to cancel automatic refills. This complaint has been referred to me for investigation and response.
  
  Please be advised that AARP contracts with providers to make products and services available to AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research and/or response. Since AARP is not the service provider, we unfortunately cannot access **. ******* records with ***************** to address her concerns. To assist, we forwarded the complaint on behalf of *************** to ****************s Escalations Team to have a thorough review and investigation completed.
  
  ****************s Escalations Team has advised that they check the ***** site, and it shows that none of **. ******* medications are on auto-refill, which is what he requested. **************** spoke with ***************, and he advised **************** that since the site now shows medications are not on auto-refill, there is no further need of assistance.
  
  We apologize for the inconvenience **************** has experienced. Should you have any additional questions, please do not hesitate to contact me directly by calling ************.
  
  Sincerely,
  ***********************
  Member Relations
  AARP Services,  Inc.
  601 E Street, NW
  Washington, DC 20004 
  AARP Case ID: ********

  Customer Answer

  Date: 02/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you *** 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. 
  

  I want to add that while it is true that there are no auto refills on my account, this was only because I went to *****'s website turned off the option there.

  ***'s web site may still be broken in this regard. I have no idea if the software issue was fixed on that site.

  Regards,

  
  *********************

• Initial Complaint

  Date:01/12/2024

  Type:Order Issues
  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.

  My mother died from complications w COVID-19 in December, 2020. AARP continues to send me mailings for her, even though I have contacted them and returned their mailings, moved, and changed my address not including my mothers name. They have used skip tracing to change her address to mine three separate times since her death and continue to send me mailings. She is DEAD and I cannot stop them from sending me garbage mail EVERY WEEK.

  Business Response

  Date: 01/16/2024

  January 16, 2024
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:     Complaint #********
                          ***************************
                          **************
                          Springfield, IL *****                     
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding ********************** claim that he continues to receive mailings from AARP addressed to his late mother, *************************. We have investigated his concern and welcome the opportunity to resolve this matter.
  
  We extend our condolences to **************** on his mothers passing.
  
  **. ******* AARP membership account expired at the end of last month. Unfortunately, there is no previous notification of her passing recorded in her membership profile. There was a change of address done by an individual on March 5, 2021, and then, as **************** noted, an updated address from a data provider on October 5, 2022.
  
  I have marked **************** as having passed in our membership database. As some of the mailings to which **************** referenced in his complaint are prepared ahead of their distribution, it may take up to twelve weeks for this update to filter through our database and those of our affiliated service providers. We appreciate Mr. ******* patience and understanding. Should **************** receive any mailings after April 9, 2024, he should feel free to contact me through the channels, below, and I will be happy to investigate further.
  
  If **************** has any other questions or concerns, he may call me directly at **************, and it would be my pleasure to assist him further. If more convenient, he may send an email to [email protected], or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC  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,
  
  *************************
  Consumer Care Ombudsman
  [email protected]

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  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 signed up and paid for a membership yesterday. I was able to purchase one gift card just fine. Then went to purchase more and it said there was an error processing my payment. I called aarp and they said there is a tech issue on my account and it needs to be investigated. An issue on a new account?? Seems like a scam to me

  Business Response

  Date: 01/12/2024

  January 12, ****
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
             Re:      Complaint # ********
                          *****************************
  **************************************************************
  
  To the Dispute Resolution Team:
  

  I am writing in response to the complaint filed by ***************************** regarding the delivery of her $100 ******** ****** gift card purchased on Jan 2, 2024. We appreciate the opportunity to address this matter and provide a full explanation.
  
  On December 28, 2023, **. *************;successfully purchased and received one $100 ******** ****** gift card from AARP Rewards. However, when she attempted to purchase another gift card, she encountered a payment processing error and was unable to complete her transaction. **. *************;promptly contacted our contact center on December 28,2023, and an internal case was created and forwarded to the Consumer Care Ombudsman team. We sent her an email acknowledging receipt of her case.
  

  During the investigation of her case, *** ******** continued to try purchasing gift cards. On December 29, 2023, she reached out to our contact center via live chat, informing AARP about  payment processing errors she was experiencing. On January 2, 2024, she successfully purchased one $100 ******** ****** gift card but did not receive it immediately and called our contact center on January 3, 2024, to inform us of this issue. We are pleased to inform you that the item was successfully sent and received by *** ******** on January 5, 2024, and a confirmation email was sent on January 8th, 2024.

  It is important to note that the Terms and Conditions of the AARP Rewards program, of which every participant must agree to prior to joining the program, state the following regarding digital gift card delivery timelines: “Digital Rewards items will be delivered to the Participant’s email address associated with their AARP.org Online Account within 24 hours for orders submitted during normal business hours (8 am - 5 pm EST Monday – Friday). Orders submitted on weekends or federal holidays, orders missing sufficient information to ensure the order is valid, and orders that encounter payment issues may take longer to resolve. AARP further reserves the right to extend delivery times in its sole discretion and without compensation or reimbursement to Participant for any reason, including without limitation to conduct due diligence, to resolve supply issues, or to audit transactions.”

  Further disclosures are also provided to all participants prior to the point of purchase. Each item in the catalog reminds users that "In some instances delivery may take longer than 24 hours."
  We apologize for any inconvenience caused by the delivery timeline experienced by *** ********. We value *** ******** as a member of AARP and appreciate her patience throughout this matter. If she has any further questions, she can contact me directly at ###-###-####, and it would be my pleasure to assist her further. If more convenient, she may also send an email to [email protected] or mail to the following address: AARP Consumer Care Ombudsman Team, 601 E Street, NW, Washington, DC  20049.  
  
  Again, 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,
  
  *********************
  Consumer Care Ombudsman
  [email protected]

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  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 purchased 3 gift cards from AARP rewards on 12/24 and 12/25. As per the merchant, gift cards should have been delivered to my inbox no later than 12/27. The gift cards were not issued, and when I spoke with customer service on 12/27, I was informed there was a "technical issue" and the issue would be escalated, and I could expect a contact (not even a resolution, but a contact) within 3-5 more business days. They have my money, but I have not received the product and that is not a timely resolution. I would like a full refund.

  Business Response

  Date: 01/12/2024

  January 12, 2024
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
             Re:      Complaint # ********
                          *************************
                          *********************
                          West Plains, Missouri *****
  
  To the Dispute Resolution Team:
  I am writing in response to the complaint filed by ************************* regarding the delivery of her two $95 ******.com gift cards purchased on December 24, and two $500 ******** ****** gift cards purchased on December 25, 2023. We appreciate the opportunity to address this matter and provide a full explanation.
  
  On December 24, 2023, ****************** successfully completed the purchase of two Hotels.com gift cards and subsequently purchased two $100 Carnival Cruise gift cards on December 25, 2023 from AARP Rewards. However, she did not receive these gift cards immediately and decided to contact our contact center via live chat on December 26, 2023.The agent informed ****************** that it may take up to 24-48 business hours for the gift cards to be delivered. On December 29, 2023, ****************** reached out to our contact center again, expressing her concerns about not receiving the gift cards and requested a refund. An internal case was created and forwarded to the Consumer Care Ombudsman team. We promptly sent her an email to acknowledge receipt of her case. We are pleased to inform you that the gift cards were successfully sent and received by ****************** on December 29, 2023,and a confirmation email was sent to her as well.

  It is important to note that the Terms and Conditions of the AARP Rewards program, of which every participant must agree to prior to joining the program, state the following regarding digital gift card delivery timelines: Digital Rewards items will be delivered to the Participants email address associated with their AARP.org Online Account within 24 hours for orders submitted during normal business hours (8 am - 5 pm EST Monday Friday). Orders submitted on weekends or federal holidays, orders missing sufficient information to ensure the order is valid, and orders that encounter payment issues may take longer to resolve. AARP further reserves the right to extend delivery times in its sole discretion and without compensation or reimbursement to Participant for any reason, including without limitation to conduct due diligence, to resolve supply issues, or to audit transactions.

  Further disclosures are also provided to all participants prior to the point of purchase. Each item in the catalog reminds users that "In some instances delivery may take longer than 24 hours." The gift cards were delivered to ****************** within a reasonable timeframe and in accordance with the agreed-upon terms and conditions.

  We apologize for any inconvenience caused by the delivery timeline experienced by ******************. We value Ms. Wheeler as a member of AARP and appreciate her patience throughout this matter. If she has any further questions, she can contact me directly at **************, and it would be my pleasure to assist her further. If more convenient, she may also send an email to [email protected] or mail to the following address: AARP Consumer Care Ombudsman Team, 601 E Street, NW, Washington, DC  20049.  
  
  Again, 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,
  
  *********************
  Consumer Care Ombudsman
  [email protected]

• Initial Complaint

  Date:12/23/2023

  Type:Service or Repair Issues
  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 been paying $75 monthly for years just for AARP to lie and say I am not qualified for my discount for car insurance without sending a copy of the polices or protocol,

  Business Response

  Date: 01/08/2024

  The Hartford has eligibility criteria to manage the risk they insure. They were unable to offer a quote when an applicant has no prior insurance or a current lapse in their insurance coverage. This was the case for ******************** and they are unable to proceed with offering a quote to her.

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  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.

  Inability to cancel AARP subscription with extreme hassle, to such an extent, it should be illegal.

  Business Response

  Date: 01/02/2024

  December 29,2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:      Complaint # ********
                          ***************
                          *********************************************
  SAN FRANCISCO, California *******
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ************ claim that he experienced difficulty while trying to cancel his membership account.   We have investigated his concern and welcome the opportunity to resolve this matter.
  
  *********** joined AARP online for $12.00 on June 22, 2023. Our records indicate that ************ attempted to cancel his membership through the AARP Chatbot on December 20, 2023 and was unable to do so because his request came outside of normal business hours. We have no further contact from ************.
  
  Members of AARP can cancel their membership by calling our toll-free telephone number,************.
  
  On December 29, 2023, we attempted to contact ************ by phone to confirm cancellation of his membership, but we were unable to reach him.  As of December 29, 2023, we have cancelled **. ***** membership account with a full $12 refund being returned to his ********** credit card ending in ****. The refund will appear on his account within the next 3-5 business days.
  
  If ************ needs additional assistance, he may call me directly at **************, and it would be my pleasure to assist him further. If more convenient, he may send an email to my attention through the following email address, [email protected], or mail it to the following address: AARP, Consumer Care Ombudsman, 601 E Street, Washington, DC  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,
  
  ***************************
  Consumer Care Ombudsman