Business Profile

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AARP

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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

278 total complaints in the last 3 years.
107 complaints closed in the last 12 months.

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Submit a Complaint

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:07/20/2024
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.
AARP has been sending me purposefully misleading letters in an attempt to have me renew a membership prematurely. I receive these letters several times a year. AARP never includes the expiration date of my membership, so its easy to be scammed into renewing a membership that doesnt need to be renewed. They even include misleading statements of urgency to make you think you missed your renewal such as We recently sent your AARP renewal notice. However, were concerned that we have not yet received your Renewal Confirmation. Its true, they did indeed send me a renewal notice, a few in fact, but my membership is not up for another 4 months even now, at the time of this complaint. The letter also tries to make you think you may have forgotten to renew and that it has now become urgent by saying In case you misplaced our notice. This complaint is about AARP, an organization that knows it is using the failing memory of older individuals to advance profits. I find this despicable. I dont want to continuously be hounded to renew my subscription when my subscription is not close to being due. The fact that they intentionally do not tell you the expiration date of your membership, combined with the language used in the letters, makes them deceptive at best and they could even be considered a scam to obtain funds prematurely to increase their profits.
Business Response
Date: 07/30/2024
July 30,2024

BBB of ****************, ** and Eastern PA
**************************************************;
************** 20005

Re: Complaint #********
*********************************
**********************
************, SC 29566

To the Dispute Resolution Team:

We are in receipt of your letter regarding ************************* claim that he has received numerous renewal notices for his AARP membership prior to its expiration. We have investigated his concerns and welcome the opportunity to respond.

********************** has been a valued AARP member for five years.

AARP provides members the opportunity to customize their communications preferences with the organization.?Some members prefer to receive early renewal notifications, some containing incentive/discounted membership fees or premiums.?Others prefer to receive few notifications.

***************** behalf, I have arranged for his account to receive few notifications.?Under this process, he will receive one notice via **** about 30 days before expiration; one notice via email (if he is opted-in to receive email from AARP); and one notice about 30 days post-expiration, if his account should lapse.

As some mailings are prepared ahead of their distribution date, we ask that ********************* allow six weeks for this request to fully filter through our databases.?Should ********************** receive any renewal notifications (except as provided, above) after September 10, 2024, he should feel free to contact me through any of the channels, below, and I would be happy to assist him. We appreciate his patience and understanding.

It should be noted that it is AARP policy to refund membership fees to those who join or renew in error.?Additionally, when an account receives more than two advance payments, a refund is automatically generated for the member.

If ********************** has any other questions or concerns, he may call me directly at **************.If more convenient, he may send an email to ***************************************,or mail to the following address:
AARP, ************* 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,

****************************** Advisor
************* Ombudsman Team
***************************************
Initial Complaint
Date:07/14/2024
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.
AARP I signed up for their membership and it was actually difficult their pay system seems to just not work. It finally worked using PayPal. So now I have a five year membership. I now can see the deals and buy on their website. The problem is you cant buy anything. Its been two weeks and their system lets you get to the cart to purchase your items but will not take any payment. I have tried every solution given to me and then some. It will not work. I have called and they tell me it will be five working days until they can take a look or fix it. Five days goes by and then I call and they say it will take five days to sort out. Well for me that is not ok. I paid for a membership I should be able to buy the advertised items. I am thinking I have been scammed but I dont know what to do about it. I see a lot of others having the same problem with no resolution. If bbb can help I believe there are a lot of people in the same boat. I really just want to keep the membership if its real and be able to place an order. If not I would like a full refund of what I paid for the membership. Thank you for your time.
Customer Answer
Date: 07/22/2024
You can withdraw my complaint. I know others have the same problem mine ended up being that my ip address told them I was in a different location than I was. Thank you for the time.
Initial Complaint
Date:07/12/2024
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.
Purchased 4 gift cards from the AARP rewards program Monday, July 8 2024. Two $500 gift cards and two $100 gift cards and I have not received them. Ive contact AARP multiple times Every day since the occurrence and Ive been told it would only take 24 hours and its gone on for five days now. I was told that its nonrefundable and its nothing that they can do and I would have to keep waiting. They are no longer answering my phone calls No returning My calls
Business Response
Date: 07/17/2024
July 17,2024

BBB of ****************, ** and **********
**************************************************************************************************

Re: Complaint # ********
Keiondrick *****
1414 S Medora St
*******, ** 75160

To the Dispute Resolution Team:

I am writing in response to the complaint filed by ********** ***** regarding the delivery of his two $500 Carnival Cruise Gift Cards (@$450/each) and two $100 Carnival Cruise Gift Cards (@$95/each) purchased on July 9, 2024. We appreciate the opportunity to address this matter and provide a full explanation.

On July 9,2024, ************** successfully completed the purchase of the four gift cards mentioned above. However, he did not receive the gift cards immediately and reached out multiple times to via chat and telephone. Agents informed ************** that it may take up to ***** business hours for the gift cards to be delivered.An internal case was created and forwarded to the ************* Ombudsman team.On July 11th, our representative emailed ************** that the case was being addressed. On July 12, the same representative spoke with **************, who requested a refund.

We are pleased to inform you that Mr. ****** issues were resolved on July 12th.

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."

We apologize for any inconvenience caused by the delivery delay 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 *************************************** or mail to the following address: AARP ************* Ombudsman Team, *************************************.

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,
****************************** Advisor
************* Ombudsman Team
Initial Complaint
Date:07/08/2024
Type:Sales and Advertising 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.
From June 1st to now.AARP Trying to purchase gift cards Main reason for joining AARP. During checkout we get an error saying there is something wrong with your payment.Been in contact with them multiple times. Escalated, contacted me a few times. but no good results.There are many people complaining about same issue.
Business Response
Date: 07/17/2024
July 17, 2024

BBB of ***********************************
**************************************************************************************************

Re: *************** #********
Dear Dispute Resolution Team:

I am writing in response to the complaint filed by *************** regarding difficulties encountered while trying to purchase gift cards through the AARP Rewards program. We appreciate the opportunity to address this matter and provide a full explanation.

We extend our sincerest apologies for the inconvenience ************ faced with his credit card transactions being declined. We realize how frustrating this situation must have been for him, especially during a purchase attempt.

While payment authorization occurs at the bank level and is out of AARPs direct control, our team is constantly reviewing our systems to ensure the best possible user experience. We are also working closely with our bank partners to streamline the verification process to minimize rejection of payment methods without compromising the effectiveness of it. Our systems are designed to protect Members and the Rewards Program from fraudulent activity to ensure we can continue to offer robust benefits for our members. For the security of everyone, the payment systems have little flexibility for information mismatches during payment authorization.

We apologize for any inconvenience caused when trying to purchase gift cards AARP Rewards.We value Mr. ************ 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 *************************************** or mail to the following address: AARP ************* Ombudsman Team, *************************************; 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,

****************************** Analyst
*************, Ombudsman Team
Customer Answer
Date: 07/17/2024
[A default letter is provided here which indicates your NON 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.
We noticed that in the small print that only the primary can order gift cards. therefore AARP should NOT allow anybody else to do so. but they did not and it really screwed up their system. it took them more than 6 weeks to resolve the issue.
it had NOTHING to do with the credit cars as I used 4 different credit cards when trying to purchase gift cards.
it was me as a secondary purchasing a gift card which they allowed and then one week after that they would not allow the primary nor the secondary to purchase and gift cards.

Regards,

***************
Initial Complaint
Date:07/04/2024
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 renewed my membership on April 1st, 2024. After 2 wks we didn't receive our new cards, called and requested new cards because they did not know what happened. Waited another few wks called and the supervisor tells me the cards were never ordered and it will be 6 weeks, they cannot expedite or do anything. I called back on May 12th and cancelled my membership, they said 6 weeks for the refund again well it's been over six weeks and the membership in AARP is cancelled but I have not received my refund for 3 yr membership. I feel that this is fraud on their part the repeated 6 wks, cards weren't ordered, 6 wks for refund.
Customer Answer
Date: 07/07/2024
We finally received resolution from AARP please close the complaint.
Business Response
Date: 07/08/2024
July 8, 2024

BBB of ******************** and **********
*****************************************************************************************************

Re: Complaint #********
*******************************
1204 Jamine Dr
****, ********

To the Dispute Resolution Team:

We are in receipt of your letter regarding ************************* claim that he renewed his AARP membership and did not receive his membership cards.Subsequently, when he called to cancel his membership, he claims he did not receive a refund. We have investigated his concerns and welcome the opportunity to resolve this matter.

****************** has been a valued AARP member for 11 years. His most recent renewal on April 1,2024, for $63/5-years was for a Digital Value Membership (DVM). This membership provides member benefits (including membership cards and publications) digitally. To activate this membership, ****************** would have checked a box stating Yes. I would like to receive my AARP card and publications online only and will no longer receive them in the mail.

On April 29,****************** called about their membership cards. A portion of our system was down,and the agent stated that he was sending a digital version of their card to the email address on file.

On May 16,******************* called and spoke with an agent about not receiving membership cards in the mail. Unfortunately, the agent did not properly identify the account as a DVM and stated he could send a replacement set of cards. We can transition a membership back to a standard membership from DVM; however, there is a 90-day waiting period (which would have expired July 1). We apologize for this oversight on the part of our representative and for any frustration the Redekers have experienced.

About 20 minutes later, the Redekers called again and asked that their membership be cancelled. The cancellation was put into effect and two refunds were processed (and confirmed) the following day May 17, 2024, at 1:20PM PDT:

$63 refund to a credit card ending in 6998.
$1.23 refund to a credit card ending in 5727 (this represented the remainder on the account prior to the ****** renewal from April 1, 2024)

The Redekers should check with their credit card provider as both refunds are showing as processed successfully.

If the Redekers have any other questions or concerns, they may call me directly at **************. Alternatively, they may send an email to **************************************** or mail to the following address: AARP, ************* 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,

***************************** Advisor
************* Ombudsman Team
***************************************
Initial Complaint
Date:06/24/2024
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 purchased two gift cards ($600 total) for use on Celebrity Cruise Lines on 22 June 2024. I contacted Celebrity to activate the gift cards and apply them to my sailing. Celebrity informed me that these gift cards could not be used on my account and that I should contact AARP to have them refunded. I contacted AARP on 24 June 2024 and asked for a refund. They refused to refund the unused gift cards despite explicit guidance from Celebrity Cruise Lines. I am stuck with unusable gift cards and no recourse. I am seeking a full refund of the cost of the gift cards ($540) and a refund of my 2024 AARP membership renewal.
Business Response
Date: 07/05/2024
July 5, 2024

BBB of ******************** and **********
**************************************************************************************************

           Re:      Complaint # ********
                        *****************************
***** Wellsboro Dr
*******, ** 20147
To the Dispute Resolution Team:
I am writing in response to the complaint filed by ***************************** regarding the $95 and $450 Celebrity Cruise gift cards purchased on June 22, 2024. ***************** claims to be unable to use these gift cards for his cruise and is requesting a refund. We appreciate the opportunity to address this matter and provide a full explanation.

On June 22, 2024, ****************** successfully completed the purchase of one $95 and one $450 Celebrity Cruise gift cards through AARP Rewards. ****************** reached out to our contact center via an inbound call on June 24, 2024. ****************** informed the contact center agent that Celebrity Cruises had advised him that he could not use the gift cards because his account was paid in full. The contact center agent verified the AARP Rewards terms and conditions and subsequently emailed the member a link to AARP Rewards Terms and Conditions.

It is important to note that all ***** gift cards have specific terms of use. These terms are determined by the individual cruise provider/brand and, as such,issues with these policies cannot be addressed by AARP. Part of the terms and conditions provided by Celebrity Cruises to the member before the purchase of a gift card state:

Certificate *** be used only as a form of payment toward a new reservation made directly with Celebrity Cruises.
Certificate *** not be used to obtain onboard credit or to settle any shipboard charges.

Prior to the purchase, the member is also notified that AARP Rewards has a strict no refund policy as per the terms and conditions, as outlined for all digital goods in the AARP Rewards catalogue- No refunds (cash or Rewards Points), will be provided on any Rewards item. If for any reason a Rewards item is received damaged, becomes unavailable, or cannot be fulfilled, Sponsor, in its sole discretion, will replace the AARP Rewards item with one of equal or greater value.
Further disclosures are also provided to all participants. Each item in the catalog reminds users that "This digital gift card is non-refundable".
****************** purchased these gift cards in accordance with the agreed-upon terms and conditions; Therefore, AARP Rewards is unable to provide ****************** with a refund.
We value Mr. *************** 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 *** also send an email to *************************************** or mail to the following address: AARP ************* Ombudsman Team, *************************************; 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,

*********************
************* Ombudsman
***************************************
Initial Complaint
Date:06/24/2024
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.
For close to an entire YEAR I have not been able to use areas of AARP's website. I can't use the Community area, in particular, right now where members can post and answer questions. I have contacted AARP in every way possible to address this with no resolution to date.I have spent time on the phone with representatives; I have emailed (currently communicating with *********************) and I have even MAILED PHYSICAL LETTERS to AARP's headquarters. There is no service in the world you'd expect to have to wait close to a year for resolution, especially when you're a paying member. At this point, I absolutely do not expect that AARP cares to resolve the issue or even knows how. Still, they love reminding me to renew. So, I'd like THEM to pay for my next one-year renewal that's due in August (I'm not sure of the exact date my renewal is since the section of the site where I can check my account status has been giving "under maintenance" messages for days now. I can't even use THAT area of the site now.)If they cannot cover the renewal for the next year, I absolutely will not be spending my hard-earned money to renew again. If I can't be assured of timely support in instances like these, then I can't feel confident my membership will afford me access to the benefits I pay to receive, including SUPPORT! I clearly can't count on AARP but AARP can absolutely count on ME not to give them another ***** of MY money for the inattentive, absent, and unsupportive assistance I've received. I bet you they'll balk at throwing me a $12 bone (the cost of the membership). Wouldn't surprise me at all.
Business Response
Date: 07/08/2024
July 8, 2024

BBB of ******************** and **********
**************************************************************************************************

Re: ***************************- #********

Dear Dispute Resolution Team:

We are writing regarding the complaint of Ms. *************************** that was filed in your office on June 25, 2024, and transferred to our office for handling. The complaint entails her concern that she has been unable to access the Community Forum of the AARP.org website for nearly a year now despite her prior contacts with AARP. We have investigated her issue and welcome the opportunity to resolve this matter.

We apologize for any aggravation this matter may have caused **************.The member stated in the complaint that she has contacted AARP over the past year searching for a solution to her web issue. While several contacts exist in our system going back to October/2023, this matter was just escalated to the appropriate level for proper assistance in May/2024. However, after researching this matter, it was revealed that ************** was banned from posting in the online community for not complying with the terms and conditions for behavior. Although the ban should have been a maximum of eight days, there was an indefinite ban placed on her account inadvertently, which prevented the member from posting in the Community Chat of AARP.org during this time. Upon notifying the proper department regarding this issue, they were able to lift the ban to allow normal posting activity to resume.
As result, we are more than glad to honor Ms. ****** request and extend her account for a year. Membership cards reflecting August/2025 have been sent and should reach her within 4 weeks. In addition, we sent a $25 Mastercard gift card for any time and inconvenience, and it should reach the member within 7 to 10 business in a separate mailing from the updated membership cards. Again, I would like to express our apology for the oversight that the member experienced.
If ************** should need any further assistance with this matter, she may call me directly at **************, and it would be my pleasure to assist her. If more convenient, she may send an email to *************************************** or mail it to the following address: AARP ************* Ombudsman Team-A9-135G, *********************************************************************
Dispute Resolution Team
Page 2
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,

********************************* Analyst
************* Ombudsman Team
Customer Answer
Date: 07/08/2024
[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. Its just a shame that this is what it took to get a resolution.

Regards,

***************************
Initial Complaint
Date:06/21/2024
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.
On Wednesday, June 19,2024 I ordered a Hotel.com and a Carnival cruise line gift card from AARP rewards for an upcoming trip. According to the website "Help" page the email receiving my gift cards should be delivered withing 24 hours. On Thursday, June 20,2024 I contacted the business via their Help Chat and was told that it could take up to 48 hours to receive the email and if I had not received it in that time period to notify them. As of Friday, June 21,2024 I still had not received the gift cards so I contacted the Help Chat again. I was told that there was an issue processing the order. I can only assume that it was on their end because the funds have cleared my credit card completely. When asking about a refund to free up the funds for my trip, due to not receiving the gift cards, I was told that they did not issue refunds. I was told that I would have to wait 3-5 days to hear from someone. I am not in a position to have $545 held up for 5 days because we will be traveling and if the gift cards are not available for my use then I need the money back on my credit card for the trip. I know refunds can take a few days so if I were to wait the 5 days they requested and then ultimately had my money refunded it would be too late to pay for items needed on my trip. So I either need my product delivered promptly or a refund issued so that it will be on my card in time for travel.
Business Response
Date: 07/05/2024
July 5, 2024

BBB of ******************** and **********
**************************************************************************************************

           Re:      Complaint # ********
                        *************************
31 ******* Dr
********, AL 36272

To the Dispute Resolution Team:
I am writing in response to the complaint filed by ************************* regarding the delivery of her $450 Carnival Cruise gift card and $95 Hotels.com gift card purchased on June 19, 2024. We appreciate the opportunity to address this matter and provide a full explanation.

On June 19, 2024, **************** successfully completed the purchase of one $450 Carnival Cruise gift card, and one Hotels.com gift card. However, she did not receive the gift cards immediately and reached out to our contact center via live chat on June 20, 2024.The agent informed **************** that it may take up to ***** business hours for the gift cards to be delivered. On June 21, 2024, **************** reached out again,expressing her concerns about not receiving the gift cards. An internal case was created and forwarded to the ************* Ombudsman team. We sent her an email on June 21, 2024, to acknowledge receipt of her case. We are pleased to inform you that the gift card was successfully sent and received by **************** on June 25, 2024, 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. Morrow 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 *************************************** or mail to the following address: AARP ************* Ombudsman Team, *************************************;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,

*********************
************* Ombudsman
***************************************
Initial Complaint
Date:06/20/2024
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.
my mother paid her aarp membership thru july of 2025. unfortunately she passed away april of 2024 and aarp has agreed to refund a portion of her payment, $20.47. despite three months of calls and messages and agreement to refund this money, none has been received to date. the last contact on 6/19/24 they were going to "research" the issue, which would take 3-6 weeks. i believe they are deliberately stalling hoping i will give up and let them keep the money, which is not rightfully theirs. they are a dishonest, money-grubbing organization without remorse and the worst customer ********************** i've encountered....along with united healthcare as well.
Business Response
Date: 07/08/2024
July 8, 2024

BBB of ******************** and **********
*****************************************************************************************************

Re: *********************** #********

Dear Dispute Resolution Team:

We are in receipt of your letter regarding the complaint of *********************** that was filed with your office on June 24, 2024 and transferred to our office for handling. The complaint entails her concern that a refund has not been received for the remaining time left on her deceased mothers (*************************) membership account (#**********) at the time of her passing. We have investigated ****************** complaint and welcome the opportunity to resolve this matter.

Our records indicate that **************** originally contacted us regarding this matter on April 15, 2024 via chatbot, and a refund of $20.47 was sent at that time. Subsequently, the complainant made contact with us again on June 20,2024 via email inquiring about the status of the refund check that she never received. After researching the refund check that was disbursed to **************** on April 15, 2024, it was determined that another check should be processed and issued since the initial had not been cashed to date. For her inconvenience, a $25 Make It Right gift card was sent to ****************. It was discovered during my investigation that there was an oversight in the June 21, 2024 processing of the refund check although the gift card was sent successfully.

As of today, July 8, 2024, I can assure you that a refund in the amount of $20.47 has been processed effectively in the name of ***********************, and it should reach her within 4 weeks. I would like to apologize to **************** for any frustration that she encountered due to this issue.

If she doesnt receive the refund within the provided timeframe, **************** may call me directly at **************, and it would be my pleasure to assist her further. If more convenient, she may send an email to ************************************************** or mail it to the following address: AARP, ************* Ombudsman, ****************************************************************************************;20049.

I hope that this information has been helpful, and we have demonstrated our commitment to enhancing the quality of life for all, as a responsible,effective consumer advocate.

Sincerely,

********************************* Analyst
*************, Ombudsman Team
Business Response
Date: 07/08/2024
July 8, 2024

BBB of ******************** and **********
*****************************************************************************************************

Re: *********************** #********

Dear Dispute Resolution Team:

We are in receipt of your letter regarding the complaint of *********************** that was filed with your office on June 24, 2024 and transferred to our office for handling. The complaint entails her concern that a refund has not been received for the remaining time left on her deceased mothers (*************************) membership account (#**********) at the time of her passing. We have investigated ****************** complaint and welcome the opportunity to resolve this matter.

Our records indicate that **************** originally contacted us regarding this matter on April 15, 2024 via chatbot, and a refund of $20.47 was sent at that time. Subsequently, the complainant made contact with us again on June 20,2024 via email inquiring about the status of the refund check that she never received. After researching the refund check that was disbursed to **************** on April 15, 2024, it was determined that another check should be processed and issued since the initial had not been cashed to date. For her inconvenience, a $25 Make It Right gift card was sent to ****************. It was discovered during my investigation that there was an oversight in the June 21, 2024 processing of the refund check although the gift card was sent successfully.

As of today, July 8, 2024, I can assure you that a refund in the amount of $20.47 has been processed effectively in the name of ***********************, and it should reach her within 4 weeks. I would like to apologize to **************** for any frustration that she encountered due to this issue.

If she doesnt receive the refund within the provided timeframe, **************** may call me directly at **************, and it would be my pleasure to assist her further. If more convenient, she may send an email to ************************************************** or mail it to the following address: AARP, ************* Ombudsman, ****************************************************************************************;20049.

I hope that this information has been helpful, and we have demonstrated our commitment to enhancing the quality of life for all, as a responsible,effective consumer advocate.

Sincerely,

********************************* Analyst
*************, Ombudsman Team
Customer Answer
Date: 07/08/2024
i did receive the gift card....but my complaint still stands until i actually see the check....they have given me so much wrong information and downright falsehoods that i don't believe anything they say anymore....the fact that they inferred that i would deliberately ******* AARP out of a measly ***** makes me furious.
Customer Answer
Date: 07/08/2024
[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 WILL BE SATISFACTORY IF I ACTUALLY RECEIVE THE CHECK FROM THIS ORGANIZATION THAT HAS PREVIOUSLY COMMUNICATED FALSEHOODS TO ME.

Regards,

***********************
Initial Complaint
Date:06/11/2024
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.
Today is 6/11/24 and some of us are NOT able to post in the AARP Forum. This same issue happened 5/28/24 to 6/4/24. We were told via Chat to email ************************************ and that IT has escalated the issue when we called them - a callback in 2 business days. NO response to our email and no callback. We cleared our cache/browsers/cookies, tried different devices and browsers. Nothing helped. Why is this issue happening AGAIN? Thanks!
Customer Answer
Date: 06/15/2024
Please EDIT my email address. Not sure WHY you have ********************* Unfortunately AARP will NEED email address I use for my AARP **************** Profile to LOCATE me in their records. I use ******************* for AARP. Please CORRECT. Thanks!!! Also, MORE people CANNOT post in the AARP ****************. Now we are getting an Error 52 Cloud something. Forget Name. But ****** says it is sold by Amazon. Maybe a server tool??? Thanks again, ****** :)
Business Response
Date: 07/01/2024
July 1, 2024

BBB of ******************** and **********
*****************************************************************************************************

            Re:     Complaint #********
***************************
5157 Overland Dr
***********, VA 24018


To the Dispute Resolution Team:

We are in receipt of your letter regarding ********************* claim that she has been having difficulty posting on the AARP ***************** We have investigated her concerns.

We heard from the member on this date (July 1) that the issue has been resolved.

We apologize for any inconvenience or frustration ****************** may have experienced. If she 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, ************* 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,

****************************** Advisor
************* Ombudsman Team
***************************************
Business Response
Date: 07/01/2024
July 1, 2024

BBB of ******************** and **********
*****************************************************************************************************

            Re:     Complaint #********
***************************
5157 Overland Dr
***********, VA 24018


To the Dispute Resolution Team:

We are in receipt of your letter regarding ********************* claim that she has been having difficulty posting on the AARP ***************** We have investigated her concerns.

We heard from the member on this date (July 1) that the issue has been resolved.

We apologize for any inconvenience or frustration ****************** may have experienced. If she 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, ************* 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,

****************************** Advisor
************* Ombudsman Team
***************************************
Customer Answer
Date: 07/01/2024
[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,

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

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