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

277 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:06/06/2024
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 paid AARP 460 USD for 5 x100 USD *******s giftcard and according to ******* AARP voided those card. I called AARP and have been told i will get a response in 3 days however 2 weeks past my money were gone and the giftcard were gone
Business Response
Date: 06/18/2024
June 18, 2024

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

           Re:      Complaint # ********
                        *****************
VA 22030
To the Dispute Resolution Team:
I am writing in response to the complaint filed by ***************** concerning the complications he faced after purchasing five $100 ********* gift cards on May 24, 2024. We appreciate the opportunity to address this matter and provide a full explanation.

On May 24, 2024, ********** successfully bought five $100 ********* gift cards from AARP Rewards. Following his contact with AARP through our call center on the same day regarding issues with the gift cards, an internal case was initiated and escalated to the ************* Ombudsman Team. While an email was sent on June 7, 2024, with my direct contact number, requesting a direct call for additional information, ********* confirmed his inability to make a call. Subsequent communication transpired via email exchange, where we sought further details from the AARP Rewards account owner. Despite challenges in phone communication, we successfully resolved the outstanding issue with this Rewards account.

If ********** 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,

*********************
************* Ombudsman
***************************************
Initial Complaint
Date:06/06/2024
Type:Sales and Advertising 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 joined AARP June 5th and paid the annual fee with a credit card. I then used the exact same card on the same site to take advantage of a benefit offered (discounted gift cards). Their site that accepted my membership fee now suddenly has a payment processing error and will not let me purchase the gift cards. I have called numerous times, performed all troubleshooting steps they offered (and more), messaged them online, posted on their community board, etc. They have had this issue since at least 2020 (found hundreds of these issues on **************** and the best they will offer is we'll get back to you in 3-5 days. This is a known issue and it's easy to research and document yet they act like they are troubleshooting it for the first time. They should not be allowed to conduct business this way. How can they easily collect fees but not allow people to easily use the benefits?
Business Response
Date: 06/11/2024
June 11, 2024

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

           Re:    Complaint # ********
                     *******************
109 Nocatee Village Dr
***********, FL 32081

To the Dispute Resolution Team:
I am writing in response to the recent inquiry concerning Mr. ******************* experience when purchasing gift cards on the AARP Rewards platform. We appreciate the opportunity to address this matter and provide a full explanation.

While payment authorization for AARP Rewards gift cards occurs at the bank level and is out of our 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 its effectiveness. Our systems are designed to protect members and the AARP 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 for purchasing digital gift cards have a lower risk threshold and little flexibility for information mismatches during payment authorization.

**************** most recent purchase from AARP Rewards of five Carnival Cruise gift cards on June 7, 2024, was successfully processed on that date.
We apologize for any inconvenience caused when trying to purchase gift cards from AARP Rewards. We value Mr. Hughes 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, *************************************;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:05/29/2024
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.
Date of the transaction is December 2023 to May 2024 and ongoing, with incessant, harassing requests to my home to pay for someone who does not reside and has never resided at my home. Their notices to a "********************************" are addressed to my home despite 1) such a person never residing here, and 2) repeatedly informing AARP no such person lives or has ever lived here. Despite repeatedly informing AARP and its SVP ***************************** no such person resides here and never has, they continue to harass, ******, insist, bother, and destroy my peace of mind and right to peaceful existence without harassment. AARP has repeatedly failed to correct its continuing mistake and insists on continuing in its unprofessional, exremely poor and unsatisfactory due diligence, and insists on harassing complete strangers with its poor business practices and potential criminal harassment. They have been informed numerous, repeated times with clarity to stop sending their wayward, misdirected notices to my home, yet they continue to insist in their errant, harassing, and potentially criminal behavior. This must stop.
Business Response
Date: 06/10/2024
June 10, 2024

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

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

Dear Dispute Resolution Team:

We are writing regarding the complaint of Mr. ********************* concerning unwanted mailings that were filed with your office on June 3, 2024, and transferred to our office for handling.The complaint entails his concern that he has received mailings from AARP after requesting that they cease. We have investigated his issue and welcome the opportunity to resolve this matter.

AARP makes every effort to comply with stop mailing requests. We apologize for any aggravation that these mailings may have caused him. ************** mentioned in the complaint that he has been receiving them for the past several months at his home address (*****************************************************) in the name of ****************************, whom he does not know. The complainant also stated that he has contacted AARP on several occasions requesting that the mailings cease, but no action has been taken. In addition, ************** also attached recent mailings that he received. Through research, it was determined that these mailings were generated from an account that is still active in the name of ****************************
Unfortunately, AARP has no previous communications from ************** regarding this matter, which explains the continuous mailings currently being produced. Today,I can assure you that the account affiliated with the mailing distribution to the below address in the name of **************************** has been marked accordingly in our system to prevent any future occurrence of this issue.
*********************
********************

We ask that he please allow 12 weeks for the change to take full effect. We know 12 weeks sounds like an inordinate amount of time to stop mailings, but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers. While we can suppress our own mailings very quickly, ending those of our
providers takes longer. Our providers typically are on a three-month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set. The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month. For this reason it may take a provider up to twelve weeks to delete mailings to a particular address.

Dispute Resolution Team
Page 2

AARP also distributes generic promotional pieces that are sent out in mass mailings as part of AARPs overall membership acquisition program. These pieces are neither addressed to nor targeted to a particular person or household. They are inserted either in shared mail programs(bundled with other offers from other retailers or marketers) in the regular US Mail, or inserted inside a subscription newspaper or catalog. Since these are mass inserts, we do not actually know if the person receiving them is already an AARP member or if they live in a 50+household. Although the language on some of these generic pieces has in the past included an offer to Renew your membership, we have since revised that to explicitly state Join or renew.

If ************** should receive additional mailings after September 2, 2024, he may call me directly at **************, and it would be my pleasure to assist him further. We ask that he please have the mailing available, as each notice has specific codes that will help us suppress his name and address more effectively.

If more convenient, he may send an email to *************************************** or mail it to the following address: AARP ************* Ombudsman Team-A9-135G, **************************************

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: 07/14/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21775981

I am rejecting this response because:

Since filing our complaint, AARP has embarked on a campaign of retaliation. What should have been been a relaxing 4 July 2024 holiday week was marred due to AARP's aggravation of our family and our home. This week brought fresh harassment from AARP. AARP's response to our complaint has been to increase its rate of harassment as never before. AARP receives in excess of $1 billion in funding. Does AARP inform its funders it uses those funds to harass, aggravate, ******, and annoy strangers? AARP seems to be of the position it can harass strangers with impunity, not be held accountable, and there is nothing one can do about it. What should have been a relaxing holiday week was filled with aggravation as AARP sent mail every single day it could, always addressed to an unknown stranger who has never lived nor resided here. We complained to the AARP. What did they do? Intensify their harassment and retaliation. We have returned the mail noting "Return to sender/No such person lives here." The AARP executive responding to our complaint stated he himself was somehow unable to find our returned mail. ***** employees, yet AARP is incapable of correcting one wrong address. Or updating its mailing list. Or finding a single piece of returned mail. This same executive blames AARP'S providers, stating mail may continue to come from them. No: This mail is from the AARP. If that unknown stranger does exist, AARP is apparently distributing their sensitive, personally identifiable information to strangers. Your information does not appear safe with AARP. One must consider is this solely poor business and management by AARP, with nonexistent quality control, or deliberate and intentional harassment. Stop using funders' money to harass people. Stop sending sensive, personally identifiable information to strangers. Correct your mailing lists. Get out of our mailbox. Get out of our home. Get out of our lives. Go away.

Regards,

*********************
Initial Complaint
Date:05/22/2024
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 May 1st, I joined AARP and was immediately emailed daily offers for services. One was AARP ************** On May 15th I used this service to book a hotel room in ************ for 1 night on 5/25. I made the reservation and was immediately sent a confirmation. The reservation was a prepaid reservation and my credit card was immediately charged $513.88 for the room, taxes, destination fee, etc. Days later, i received a rude email with no name or direct contact claiming to be from the travel service threatening to cancel my reservation unless I gave them another card, claiming that they did not have a credit card on file and/or my card was declined. The card already went through when making the reservation otherwise, I would have been unable to make it as it was prepaid. After repeated calls and emails to AARP, lack of any help or customer **********************, I found out 3 days before my hotel stay, that it was canceled. As a result I had to cancel my holiday weekend plans as there were no other hotels available in town. AARP did absolutely nothing to help and just made excuses
Business Response
Date: 06/07/2024
June 7, 2024

BBB of ******************* &
Eastern Pennsylvania (**************)
*************************************
********************-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 a hotel reservation booked through AARP ************* provided by Expedia.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 his concerns. To assist, we forwarded the complaint on behalf of ****************** to Expedias Escalations Team to have a thorough review and investigation completed. As of June 7, 2024, AARP is still waiting to hear back from Expedia.Once a response has been shared, I will reach back out to the Better Business Bureau with an update.

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, ****
************************************************************
AARP Case ID: ********
Customer Answer
Date: 06/07/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21744765

I am rejecting this response because: AARP SOLICITED ME FOR MEMBERSHIP, SENDS MY DAILY EMAILS SHOVING PROMOTIONS DOWN MY THROAT AND WHEN SOMETHING GOES WRONG WITH SAID OFFER OR PROMOTION, THEY TAKE ZERO RESPONSIBILITY OR ACCOUNTABILITY FOR IT AND **** ME OFF TO 3RD PARTIES. SHADY BUSINESS PRACTICES

Regards,

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

Business Response
Date: 06/10/2024
June 10, 2024

BBB of ******************* &
Eastern Pennsylvania (**************)
*************************************
********************-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 a hotel reservation booked through AARP ************* provided by Expedia. 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 his concerns. To assist, we forwarded the complaint on behalf of ****************** to Expedias Escalations Team to have a thorough review and investigation completed.

Expedias Escalations Team advised they contacted The ******************, ************ to confirm the members reservation. The hotel advised that ******************** credit card was declined, and the hotel did not have authorization on his credit card.****************** was asked to provide a screenshot of the charges on his card to Expedia and a letter from his bank/financial institution on their letterhead confirming that $513.88 was not released. The requested items were never provided to Expedia. ****************** advised AARP on May 31, 2024, that he disputed the charge with his bank/financial institution and that his bank/financial institution refunded him. He also requested to cancel his membership with AARP due to his experience with this booking through the AARP ************* provided by Expedia. Our AARP ********************* has confirmed that the cancelation and refund have been applied.

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, ****
************************************************************
AARP Case ID: ********
Customer Answer
Date: 06/21/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21744765

I am rejecting this response because: *********** did not take responsibility for the problem and is trying to **** this off and blame a 3rd party company. Zero customer **********************

Regards,

*********************
Initial Complaint
Date:05/21/2024
Type:Customer Service 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 have been trying to get hold of them for over a week. We have called their emergency number, after hours number, doctor number and they will not answer the phone. I was put on hold and they say they will connect me to the next representative and they never pick up the phone. I would like to be contacted by the business to cancel insurance that I don&#**;t get anyway.
Business Response
Date: 06/17/2024
UnitedHealthcare has advised they were able to review the system and confirm the Medicare Supplement plan has been canceled. Since the member had dual coverage, UHC is able to back term Plan N as 4/30/23 and request a refund for premiums paid from 5/1/23 to current. Due to billing system changes, the request may take a few weeks and the member will be contacted by UnitedHealthcare directly once confirmation is received.
Initial Complaint
Date:05/21/2024
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.
As a paying member of AARP, I expect a certain standard of service, including access to functioning games on the AARP website. However, I have repeatedly encountered numerous games that fall far below acceptable quality standards. These games exhibit outdated software, significant glitches, and an inability to load despite efforts to troubleshoot on my end.It is imperative that AARP take immediate action to rectify this situation. Any game that fails to meet the minimum requirements for functionality should be promptly removed from the platform. Failure to address these issues not only constitutes a breach of our agreement as a member, but it also reflects poorly on the organization's commitment to providing a satisfactory user experience.Please be advised that continued negligence in addressing these concerns may result in further action being taken to ensure the fulfillment of my membership expectations. AARP must demonstrate accountability and diligence in maintaining the integrity of its services, or face the consequences of its inaction.
Business Response
Date: 06/06/2024
June 6, 2024

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

           Re:      Complaint # ********
                        ***********************************
5413 ******* Ct
*******************

To the Dispute Resolution Team:
I am writing in response to the recent inquiry concerning Ms. ********* experience with our Member Games on AARP.org. We take all feedback seriously and strive to ensure that every member has a positive and satisfactory experience.

Upon reviewing the details provided, we confirmed that ******************** contacted AARP through our chat services on September 25, 2023 regarding issues with games that were not loading. Regrettably, the chat was cut short, and a case was not created as the member did not provide further details about the specific problems she was experiencing. Following this interaction, we did not receive any subsequent communication from ********************.

In an effort to assist ******************** further, I personally reached out to her via email on June 4 2024 and provided my direct contact number for any additional support she may require. I am committed to addressing her concerns and providing the necessary assistance to ensure her satisfaction with our Member Games on AARP.org.

I would like to extend an invitation to ******************** to reach out to me directly on my contact number *************, if she wishes to discuss the issues she encountered or if she needs any further assistance. I am here to help address any concerns she may have and work towards a resolution that meets her expectations. 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:05/16/2024
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 call AARP about a hospital claim which I pay monthly. I was transferred to another department UHC. I said to the rep I want to file a hospital claim I was never told about a claim form nor was I even mailed one what I was told was to submit my hospital bills which I mailed on April 19th 2024. On April 22 2024 I called AARP talked to a representative and told her I forgot to put my membership number on the bills I sent she said I need to update you current address I said this is about the third time I'm updating my address what going on.. After all that I renewed my membership for another year this was on April 22 2024. I'm waiting for my claim and nothing in the mail so I called on May 15th 2024 and was devastated.. I was told that no claim was filed. He the clicker when I was calling before the automated system was saying it takes 14 days for a claim to be processed and I was to receive 2,300.I call and now their no claim... I also mail on the same day April 19th 2024 another claim to another insurance company they got their but AARP is saying they received nothing. I want this matter look into because all calls are recorded for whatever purpose.. Also on April 22,2024 the rep change my monthly hospital payment from ***** a month to ***** because of the new state I live. Again my name is ************************* my address is ********************************* and my home phone number is ********** and my email is ********************** thank you
Business Response
Date: 05/30/2024
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 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 Ms.Hamptons records with UHC to address their concerns. To assist, we forwarded the complaint on behalf of the member to UHCs Escalation Team for a thorough review and investigation.

UnitedHealthcare has advised they were able to review the system and receive the members hospital claim and SNF stay. The claim has been processed and benefits were released. ****************** was contacted to advise
Initial Complaint
Date:05/14/2024
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.
AARP in conjunction with ****************************** sent mailers promising a free travel bag with an insurance quote from the ********. I obtained a quote and never got the bag. I called AARP multiple times who stated that they would have the Hartford contact me about the bag. No contact from them or follow up from AARP. It is shameful to deceive seniors with fraudulent offers just to be bothered by the Hartford pushing their insurance plan. I would like the bag I was promised. AARP has my mailing information. Thank you
Business Response
Date: 06/05/2024
May 24, 2024
BBB of ******************* &
Eastern Pennsylvania (**************)
************************
********************-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 Earl *******. The issue is regarding a gift offer from The Hartford that was not received by Mr. *******. 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 Mr. ******** records. with The Hartford to address his concerns. To assist, we forwarded the complaint on behalf of ****************** to The Hartford to have a thorough review and investigation completed.
On May 22, 2024, The Hartford has advised that the FREE duffel bag will be arriving to ****************** within the next 4 7 weeks. The Hartford contacted him and made him aware. 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.
*************************br>********************
AARP Case ID: ********
Customer Answer
Date: 06/07/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21710050

I am rejecting this response because: I still have received nothing.

Regards,

***********************
Initial Complaint
Date:05/09/2024
Type:Billing 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 attempted to update my credit card payment on the AARP app because I couldn't login on the Internet and it did not take even though it said it did. I also want AARP to stop sending me paperwork in the mail and to two wrong addresses, addresses that are not even on my account what is wrong with this company
Business Response
Date: 05/16/2024
May 16, 2024

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

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

Dear Dispute Resolution Team:

We are writing regarding the complaint of ******************************* that was filed with your office on May 13, 2024, and transferred to our office for handling. The complaint entails Ms. ******* concerns that she was unable to update her on-line credit card information and received mailings at two alternate addresses. We have investigated her concerns and welcome the opportunity to resolve this matter.

The member stated that she recently made a failed attempt to update her credit card information. However, our system indicates that the complainant contacted AARP via telephone on April 24, 2024 regarding this matter. Our customer ********************** agent was able to assist **************** with accessing her on-line account (#**********) successfully.Subsequently, the member was able to update her credit card information.

**************** also mentioned that her mailings are being distributed to incorrect addresses. After further research, it was discovered that the current address listed at ************************************************** was recently edited online from *********************************************** on April 24, 2024 by the account user. The member was thankful and expressed gratitude as the call concluded,and she also received a 3-month membership extension for inconvenience. Our records dont show any other contact from the member since April 24, 2024.

Ive also honored Ms. ******* request that all future mailings cease. Therefore, as of today,May 15, 2024, I can assure you that the name of *************************** and the following address have been added to all of AARPs suppression files:

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

We ask that **************** please allow 12 weeks for suppressions to take full effect. We know 12 weeks sounds like an inordinate amount of time to stop mailings but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers. While we are able to suppress our own mailings very quickly, ending those of our providers takes longer. Our providers typically are on a three-month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set. The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month. For this reason,it may take a provider up to twelve weeks to delete mailings to a particular address.

Dispute Resolution Team
Page 2

AARP also distributes generic promotional pieces that are sent out in mass mailings as part of AARPs overall membership acquisition program. These pieces are neither addressed to nor targeted to a particular person or household. They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail, or inserted inside a subscription newspaper or catalog.

If **************** should receive additional mailings after August 7, 2024, she may call me directly at **************, and it would be my pleasure to assist her further. We ask that she please have the mailing available, as each notice has specific codes that will help us suppress her name and address more effectively.

If more convenient, she may send an email to **************************************************
or mail it to the following address: AARP, ****** Communications Ombudsman, **************************************************************************************; 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,

****************************
Sr. ****** Relations Analyst
Initial Complaint
Date:05/02/2024
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 bought a package with AARP-Expedia and I am waiting for the Gift Card of ***** dollar when finished my travel. I talked with ***** member relations of AARP **************. She told me I need to file a complaint to help me.Talk with ****************************** ************** and nothing. Talked with Tango and nothing. I only need to send me a card with the $ ***** they promised when you buy a package with AARP-Expedia. You need to talk with 3 differents companies and they don't help with the confusing system they have to obtain a simple card of ***** dollars. Thanks for your help.
Business Response
Date: 05/21/2024
May 21, 2024

BBB of ******************* &
Eastern Pennsylvania (**************)
*************************************
*******************-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 the $50.00 gift card the member was supposed to receive from Expedia. 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 Ms. ****** records with Expedia to address her concerns.

Per Expedia, ************** will need to work with Tango directly for any servicing or use of their cards. Expedia is unable to cancel a previously issued card, and while they could issue a new one, however, ************** could still redeem Expedias invite as well.

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, ****
*********************;
*******************
AARP Case ID: ********

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