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.
106 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: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: ********
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.
they are refusing to fix my phone number and they marked my wife a primary when I am primary and own the account I opened the account last year and then added my wite as secondary the linked my account to my wife's that that she had years ago and made here primary and locked the phone number now who ever has my old phone number gets my text up date because of this problems my account has been compermised . and they are trying to keep me from having any control
Business Response
Date: 05/21/2024
May 21, 2024

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

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

Dear Dispute Resolution Team:

We are writing regarding the complaint of ******************************* that was filed with your office on May 7, 2024, and transferred to our office for handling. The complaint involves Mr. ******** concerns that AARP refuses to fix his telephone number along with listing his spouse as primary on the member account as opposed to ******************.   We have investigated his concern and welcome the opportunity to resolve this matter.

AARP makes every effort to comply with member requests. We apologize for any aggravation that these issues may have caused him. The member stated that AARP refuses to fix his telephone number. However, our records indicate that ****************** initially contacted AARP on May 1, 2024 requesting that his telephone number is updated to meet our on-line verification requirement. Normally, this action can be completed in the on-line profile by the user, but the telephone number ************* that he preferred wasnt linked to the email address ************************ of Mr. ******** choice. Therefore, the request warranted transfer to a higher tier of customer ********************** as part of protocol. While this task can take ***** hours, they were inundated with requests at the time, which prolonged the process. Subsequently, on May 10, 2024, the created ticket was opened by the appropriate unit and discussed, which was later completed by associating the correct telephone number and email address. This information was also shared with the complainant via email on May 15, 2024.

****************** also mentioned that his position on the membership account has been changed to secondary as opposed to primary. After researching this matter, it was discovered that account (#*********** was established in the name of **************************** in May/2005. Our records also revealed that ****************** visited the same account via on-line on May 3, 2024 and made a $12 payment representing a 1-year renewal. During the process, he also managed to change ******************* name to ************************* Justice. In addition, the complainant established a separate membership account (#**********) in the name of ****************************************** by applying another $12 for this new account. Unfortunately, this has created two membership numbers (#**********-Mr. and *******************) and **********-******************-spelled incorrectly). While *** made the necessary correction to the account listed as ****************************************** to ***************************, Im unable to swap the names for the account established in Mrs. ******** name without her permission. If consent is granted, Ill be glad to combine the accounts and list the sole account in Mr. ******** name as he requested. This will also stop duplicate mailings from being generated constantly.

Therefore, as of today, May 21, 2023, the aforementioned data still exists on the accounts. If ******************* should want to authorize the necessary changes to make her spouse the primary member, she may call me directly at **************, and it would be my pleasure to assist her further. If more convenient, she may send an email to **************************************************

Dispute Resolution Team
Page 2

or mail the request(s) to the following address: AARP,Consumer Care 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,

****************************
Consumer Care
Customer Answer
Date: 05/21/2024
I closed that acconunt, I opened my wife a sepret account. and me they are violating my rights by putting my wife on both accounts. I guess i will have to take them to court my wife and i live separate lives they have no rright to tell me who is on my account and who is not
Initial Complaint
Date:04/29/2024
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 purchased a carnival cruise gift card from aarp on 4/22/24. After payment was processed, I never received the gift card. I contacted aarp several times with no one able to assist me with any information. I have left a voice mail with the ombudsman team also. I have received an email from a representative stating that they have no other information for me at this time. Thats unacceptable given they can see the transaction and that I have been charged for the gift card. They need to provide the $500 Carnival gift card that was purchased or refund me.
Business Response
Date: 05/13/2024
May 13, 2024

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

           Re:      Complaint # ********
                        *********************
983 PO Box
***********, ********
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 purchased on April 22, 2024.We appreciate the opportunity to address this matter and provide a full explanation.

On April 22, 2024, ************** successfully completed the purchase of one $450 Carnival Cruise gift card. However,she did not receive the gift card immediately and called our contact center on April 22, 2024. The agent informed ************** that it may take up to ***** business hours for the gift card to be delivered. On April 23, 2024, ************** reached out to our contact center again, expressing her concerns about not receiving the gift card. An internal case was created and forwarded to the ************* Ombudsman team. We sent her an email on April 24, 2024, to acknowledge receipt of her case. We are pleased to inform you that the gift card was successfully sent and received by ************** on April 30, 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 card was 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. ONeil 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:04/22/2024
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.
*Key dates:*February 20, 2024-requested paper application form from toll free phone number *March 4, 2024 check # **** sent to *********************************** office *March 11, 2024-called Cola to see if check arrived *March 20, 2024-received call from ****************************************** that check had arrived in ******** office * March 27, 2024-called back as check had not cleared bank *April 3-check cleared my bank *April 18, 2024-filing complaints re: AARP I recently requested that I wanted my $16.00 refunded and membership canceled immediately. Attempts to contact their membership department have been futile, oftentimes resulting in disconnected calls after long hold times as well as speaking with so-called representatives who seem disinterested and uninformed. In the beginning and after weeks of waiting for a paper member application, which never came from the national office where I called a toll-free number, I contacted *********************** in ********, **. He sent out the requested paper application which I received. Internet access to my home most of the time does not connect, leaving the online option unreliable and not available to me. Also, due to recent credit card fraud, I did not wish to join via the telephone using a credit card, thus the paper application. The fact that the paper application never came from their headquarters is why I contacted the local ************** branch in ********, in the first place.I filled out the paper application and mailed it to ************, ** office on March 4, 2024. I called the Columbia, SC office on March 11, 2024 and it was confirmed that they did receive my check. I called back on March 27, 2024, as check had not cleared bank yet. ******************************** left a message on my machine saying the check was forwarded to somewhere-I do not know where and that membership materials were being mailed to me, by her, from Columbia. To date, I have not received a thing from AARP and more importantly, am no longer interested in their publications. I have zero confidence in that outfit. ***My check cleared my bank on April 3, 2024. Another key person in ********, SC that I spoke with and requested membership cancellation was *****************************.I want my $16.00 back, as mentioned previously. I have lost confidence in AARP's credibility because of how this has unfolded. I no longer desire to be a member. I am on a fixed income and cannot afford to waste money. As mentioned, my attempts to contact AARP have been futile and have gone largely unanswered. Cancel membership and refund $16.00 to me, ASAP.
Business Response
Date: 05/07/2024
May 7, 2024

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

Re: Complaint #********
*************************
*************
**********,SC 29472

To the Dispute Resolution Team:

We are in receipt of your letter regarding ********************* claim that her AARP membership was not processed promptly, and she is requesting a cancellation and refund. We have investigated her concerns and welcome the opportunity to resolve this matter.

************** forwarded her $16 check payment for a 1-year membership to AARP **************,our state office in ********, **. AARP state offices provide state and local advocacy as well as assistance with AARP programs for our members, and all those 50-plus, throughout **************. Our state offices do not process memberships. For security purposes, all AARP memberships are processed nationally at a specific location. When AARP ************** received Ms. ****** check at the end of March, it was forwarded to that location for processing.

However, as an accommodation to **************, and in the interest of time, AARP ************** contacted the AARP ************* Ombudsman Team and AARP membership #********** was processed on her behalf on April 2. At that time, a membership card was ordered,and **** showed an expected delivery date of April 30.

The next day, April 3, our membership processing facility received the check from AARP **************. Unfortunately, there was a slightly different first name on the check (CJ rather than *******) and, due to this discrepancy, a separate AARP membership #********** was created. A membership card for that account was ordered with a **** expected delivery date of May 1.

Per Ms.****** request, we have cancelled both accounts and refunded her $16 payment.She should receive a check, via ****, within three weeks.

If ************** 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
***************************************
Initial Complaint
Date:04/19/2024
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 signed up with AARP last year. I canceled after only a couple of months as the whole thing is a scam. Membership fees are low because they sell your information to a lot of scam companies. I told them to stop selling my information and to remove me from all their lists. They promised they had done so. I am still receiving junk mail from companies using AARP as a connection and today I received a renewal notice. This company is totally unethical! Worthless benefits to hide behind selling your information. I want them to remove me from their list and stop selling my information as promised.
Business Response
Date: 05/02/2024
May 2, 2024

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

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

Dear Dispute Resolution Team:

We are writing regarding the complaint of *********************** that was filed with your office on April 29, 2024 and transferred to our office for handling. The complaint is regarding Ms. ****** concern that she continues to receive unwanted mailings after canceling her membership. We have investigated her concern 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 her. Our records indicate that a membership account (#*********** was established under the name of ************************* in July/2023.Unfortunately, our system doesnt show any other previous communication from the complainant about this matter. However, the membership account has been canceled, and I can assure you that the name of ******************* and the following address have been added to all of AARPs suppression files:

10416 ****************************************** ask that she 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.

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 July 24, 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 ************* 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: 05/02/2024
[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: 21601195

I am rejecting this response because:
I cancelled my AARP membership within the first couple of months of joining. I filed a BBB complaint shortly after that because the emails and phone calls did not stop. Their response is simply not true. I even received emails and letter via **** asking me to continue my membership.
AARP is a racket. Legal action should be taken as they are putting seniors at risk by selling their information. At the very least, they should be required to put a disclosure in very large letters on the website and all correspondence that they sell information to businesses and do not guarantee these businesses are reputable.

Regards,

*******************
Initial Complaint
Date:04/12/2024
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.
For more than a year now, SO many people (myself included) get errors when trying to purchase gift cards from the AARP website. On the payment screen, you get an error saying an error occurred and to contact customer **********************. The customer ********************** people said that the credit card name and address don't exactly match the address AARP has on account. This is not true as it happens even when the information exactly matches. They keep saying the problem will be escalated, but they have had complaints since Feb. 2023. It is now April, 2024. The level of frustration is EXTREMELY HIGH, that we cannot use this benefit for a service we have paid for. To see the complaints on the AARP website, go here: *************************************************************************************************************************************
Business Response
Date: 04/24/2024
April 24, 2024

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

Re: Complaint # ********
****************
******************
********,OR 97223
To the 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 Ms. ***** faced with her credit card transactions being declined. We realize how frustrating this situation must have been for her, especially during a purchase attempt. Ms. ****** most recent attempt to buy gift cards was on February 29, 2024, when she successfully purchased five, $500 Holland America gift cards from AARP Rewards.

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 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 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 Ms. Roast 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:04/12/2024
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.
I contacted United Healthcare on Nov 1, 2023 to disenroll from the AARP Medicare RX plan due to premium increases. I was told by a ***** to call back at the end of November. I called back December 4, 2023 and dissented via service rep and was told it was done. I never received a letter and on January 2, 2024 I called back to find out why I was still enrolled. I was told it was not done correctly so I had to file a complaint. Again I was told they did it for me. This happened again but this third time a ******** helped and sent me a copy of the form that he signed digitally in my behalf. I spoke with a *************************** who indicated he listened to all the conversations and in his opinion it should be canceled but it needed to go to Medicare to be finalized? This was not clear to me. Bottom line I am still enrolled and I have not paid anymore premiums past January 2024. I would like to have my plan canceled as it should have been done initially, and would like the premium I paid for January 2024 refunded to me. This has been a very frustrating ongoing issue with them
Business Response
Date: 04/17/2024
April 17, 2024

BBB of Metro ************* &
Eastern Pennsylvania (**************)
********************* 10th Floor
************* 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 a Medicare Part D plan disenrollment request with AARP UnitedHealthcare. 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 UnitedHealthcare to address her concerns. To assist, we forwarded the complaint on behalf of ************* to UnitedHealthcares Escalations Team to have a thorough review and investigation completed.

UnitedHealthcares Escalations Team advised that ************** case was being handled by their specialty review department with UnitedHealthcare and Medicare, who will be following up with the member directly. The case with the *************************** was opened back on January 10, 2024.UnitedHealthcare provided case# C2403252647. On 4/12/2024, I retrieved a voice message from ************** advising that she has continued to be billed by UnitedHealthcare even though she has asked to be disenrolled. I sent an urgent email to UnitedHealthcare to follow up with the member. I also called the member and left a message advising that her case was being handled by UnitedHealthcares specialty review department and to give me a call if she does not hear from anyone.

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: ********
Business Response
Date: 04/17/2024
April 17, 2024

BBB of Metro ************* &
Eastern Pennsylvania (**************)
********************* 10th Floor
************* 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 a Medicare Part D plan disenrollment request with AARP UnitedHealthcare. 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 UnitedHealthcare to address her concerns. To assist, we forwarded the complaint on behalf of ************* to UnitedHealthcares Escalations Team to have a thorough review and investigation completed.

UnitedHealthcares Escalations Team advised that ************** case was being handled by their specialty review department with UnitedHealthcare and Medicare, who will be following up with the member directly. The case with the *************************** was opened back on January 10, 2024.UnitedHealthcare provided case# C2403252647. On 4/12/2024, I retrieved a voice message from ************** advising that she has continued to be billed by UnitedHealthcare even though she has asked to be disenrolled. I sent an urgent email to UnitedHealthcare to follow up with the member. I also called the member and left a message advising that her case was being handled by UnitedHealthcares specialty review department and to give me a call if she does not hear from anyone.

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: 04/17/2024
This complaint was not originally for AARP. It was for the AARP Medicare ********* RX plan or the Medicare part D that I wanted to disenroll from I know that AARP is not the agency I need to be dealing with so I dont understand why this complaint went to AARP in the first place.

[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:04/12/2024
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.
Member of AARP and all insurance branches including dental since 2006.Since 2016 (eight years) when I started paying bills online my every three months payment to AARP Delta Dental (ADD) has gone to a P. O. Box address in *************, ** and NEVER EVER a problem.In mid January 2024 I received a cancellation notice out of the blue from ADD that no payment had been received for October 2023.Checked my bank account and my bank made the payment on October 5, 2023, just as they had already made the January 5, 2024 payment.I called ADD in mid January after first cancellation letter to find out what happened since bank showed October payment had been made I was told the address Ive used since 2016 (eight years) was not the correct address and its NEVER been a problem before.Since the January payment had already gone out I asked the rep to please make a note we had spoken and I changed while speaking to her the correct address on my online account which is in ***********, **. I told her the check would now be late getting to LAX but she said not to worry since I called to explain the address situation.Today, March 14, I received another cancellation notice dated March 1, about January payment so I called ADD and after speaking to 5-6 different agents and wasting almost one and half hours not one of them I believe understood the address situation or cared to fix it nor is there a record of my January call.An ADD agent I spoke to asked me to call to get my banks check number which I did.I called ADD back for the third time to give them bank check number as requested.They werent interested in the information I was asked to procure from my bank and they could have cared less so I finally gave up!An address good for eight years now not the correct address.ADD owes me an explanation and to reinstate NOT cancel my dental insurance which Ive been paying online every three months since 2016 until the address snafu.
Business Response
Date: 04/04/2024
Good afternoon ,

Please reply with your enrollee identification.

Thank you
Business Response
Date: 04/24/2024
Delta Dentals Escalations Team advised they have spoken to ****************** who confirmed her payments were sent via her ******************* pay system on 4/11/2024. Delta Dental does not show the payments posted at this time and requested ****************** check with her bank to confirm the checks were cashed by Delta Dental. ****************** stated she would not be contacting her bank regarding the issue and Delta Dental should find the payment. In order to proceed with the research, Delta Dental will require ****************** to provide proof that the payments were sent and received by Delta Dental. Due to ****************** stating she will not be assisting Delta Dental in obtaining the requested information, her case has now been closed.
Customer Answer
Date: 05/07/2024
Seems AARP and Delta Dental finally realized since October 2023 that if you receive a check and return it for no reason you cannot claim the customer was not paying.
Stay tuned though as this is the second complaint about the same against them.

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