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.
105 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:08/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
8.18.23 AARP Roadside Assistance towing of car, took close to 4 hours for the car to be towed to a mechanic
Business Response
Date: 09/08/2023
September 8, 2023

BBB of Metro Washington DC &
Eastern Pennsylvania (Washington, DC)
1411 K St, NW 10th Floor
Washington, DC 20005-3404

Re: *************************************
***********
Dear BBB Representative:
This is a response to a recent complaint to the Better Business Bureau, filed by *************************************. The issue is in regards to ******** Roadside Assistance. This complaint has been referred to me for investigation and response. We are sorry to learn that ************************************* service request was delayed by ******** Roadside Assistance.

Please be advised that while 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 response. Since ************************************* is referring to issues with ******** Roadside Assistance, we forwarded his complaint to ******** Roadside Assistance for investigation and response. ******** Roadside Assistance will be contacting him directly to advise the outcome of this matter.
We truly apologize for any frustration ************************************* experienced. Should he have any additional questions or concerns to bring to my attention after hearing from ******** Roadside Assistance, he can respond directly to this complaint or call me at ************. Should you have any additional questions, please do not hesitate to contact me.
Sincerely,
*******************************
Member Relations
AARP Services, Inc.
*************************************************
ASI Case ***********
Initial Complaint
Date:08/14/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This concerns my Medicare Part D prescription policy, offered in partnership between ****** ********** and AARP. After changing banks, I inadvertently sent the January and February 2023 premiums for my Rx and Supplement plans to incorrect addresses. After many, many phone calls I was finally able to get this situation mostly straightened out -- except that despite many promises, I was still being billed for those two missing premiums. Then it got worse: subsequent premiums, for March through August, paid to the correct address, have not been credited to my account! "Customer service" people at *** have assured me "that's an error" (duh!) and that I should disregard those bills. But the bills keep coming. Finally, after I filed complaints through the N.C. Commissioner of Insurance and the U.S. Centers for Medicare & Medicaid Services, ***'s "Complaint department" did a thorough examination of the problem and, about two weeks ago, called to tell me everything had been resolved, that my account was in good standing, etc., etc. Well, not true. ***'s right hand doesn't know what its left hand has done; today I got a bill that asserted that I am FIVE MONTHS in arrears. It's become clear to me that ***'s entire customer-service operation is incompetent. So I am now appealing for help from AARP, which has lent its name and reputation to this sorry excuse for an insurance company. The money involved is small. But when I'm being robbed, I take it badly regardless of the amount the thieves try to get from me. I want AARP to use its influence with *** -- a business partner, after all -- to get this ridiculous fiasco resolved once and for all.
Business Response
Date: 09/12/2023
No plan error was found and details of the member's payment history has been mailed for review. The plan was terminated on 8/31/23 for nonpayment of premium.
Customer Answer
Date: 09/19/2023
I don't understand this message. I see no response from the business; thus I can't either accept or reject it. Please clarify what, exactly, you need from me to proceed.
(For the record: I have not replied until now because your email was sent to me Sept. 3 while I was out of the country, and unable to access the message until I returned home.)
*******************
Customer Answer
Date: 09/19/2023
[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: ********

I am rejecting this response because:
1) AARP claims it has no responsibility for ****** **********'s business practices. Yet it has lent its name, brand, logo and reputation to this company, which has repeatedly failed to properly credit my insurance premiums and correct its own accounting errors. It's not that easy to duck this, AARP. If AARP won't take any responsibility for how *** treats its customers (and AARP members) then it should remove its brand from all of ***'s products. You can't have it both ways!
2) ***'s contentions are FALSE. They issue a blanket denial, without any evidence, and without addressing the detailed evidence I have provided that my premiums have all been paid. This is an outrageous abuse of a customer, and I will neither accept it nor stop complaining. I'll note once again that *** has spoken out of both sides of its collective corporate mouth: the billing people are directly contradicting what a representative of the company's complaints department told me by telephone some two months ago, assuring me that all premiums had been received, that my account was current, and that my policy was in good standing. Also, for some bizarre reason, not only is *** clinging to its false assertions about the misallocated premiums from January and February 2023, it has also failed to credit ANY of my premium payments since then. *** has proven its incompetence at simple accounting; this demonstrates that it should not be trusted with the far more important business of paying for its customers' health care. Disgraceful on all counts.

Regards,

*******************
Initial Complaint
Date:08/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cancelled insurance coverage for car four months ago talk with ******* #****** and still haven't received a refund as stated by their employee I would receive within 7 days. Changed insurance because they raised renewal price and didn't have any accidents and 65 years of age.
Business Response
Date: 08/29/2023
August 29, 2023

BBB of Metro Washington DC &
Eastern Pennsylvania (Washington, DC)
1411 K St, NW 10th Floor
Washington, DC 20005-3404

Attn: BBB Representative

Re:*****************
ID: **************************

Dear BBB Representative:

This letter is in response to a recent complaint to the Better Business Bureau, filed by ************* *************. The issue is regarding a refund request from The ********. 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 The ******** to address their concerns. To assist, we forwarded the complaint on behalf of ***************************** to The ********* Escalations Team to have a thorough review and investigation completed.

The ******** has advised that the auto policy was cancelled, per the customers request, effective May 27, 2023, and a refund was submitted electronically to the customer's bank account ending in ****, on June 1, 2023, for $48.00. The customer will need to verify with their bank to ensure the funds were received.

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.
**************************************************************
AARP Case ID: ********
Initial Complaint
Date:07/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked and paid **** *** by ******* in Carlsbad, NM through AARP ******* $324.86 for 2 nights on July 21st - July 23rd 2023. Upon arrival, I observed that the room was dirty and the blow dryer didn't work. I requested another room and was told that was all they had. They said they didn't have another blowdryer so they said they would fix the one that was in my room. They called and said it was fixed and I picked it up. It still didn't work for me still so I determined it was the electrical outlet in the bathroom that was not working and it worked on another outlet. The carpet is caked with oil and nasty filth. We had to wear protective foot covers because walking across the room left your feet BLACK from the oil. Some spots were sticky from the oil. The mirror had toothpaste splatter from many a guest and the door frames and toilet paper holder backing was also spattered with filth from the years. When I spoke to the manager, ****, I was told that the rooms were recently ***cleaned and the housekeeper was excellent. The manager said there was nothing she could do and when I asked for the General Manager, she said he may get back to me if he feels like it because he is a busy man and owns an oil field and many other motel properties around the city. She wouldn't provide me with his number and reluctantly gave me his name. I had a 9 yr old and 2 yr old toddler with me and it was just awful trying to keep my toddler from touching the floor. She said I should have requested another room on the second day and it was my responsibility to keep asking until one was available and are not responsible for my disappointing stay. I didn't make a fuss when there because I was on a family vacation and tried to make the best of it. She also told AARP cust. svc that since I booked through AARP and not directly with them, they are not responsible. The property is old but shouldn't be filthy and unsanitary. I am reporting this to Wyndham corporate and the health department.
Business Response
Date: 08/18/2023
August 18, 2023

BBB of Metro Washington DC &
Eastern Pennsylvania (Washington, DC)
1411 K St, NW 10th Floor
Washington, DC 20005-3404

Attn: BBB Representative

Re: ***********************
ID: ********

Dear BBB Representative:

This letter is in response to a recent complaint to the Better Business Bureau, filed by ***********************. The issue is regarding concerns the member experienced with a hotel booked through AARP Travel Center provided by *******. This complaint has been referred to me for investigation and response.

I reached out the member via email and phone only being able to leave a voice message. We are needing additional information from the member to move her case along. Should she prefer to call me directly, I can be reached at **************, M-F 8:00 am 5:00 pm EST.

Sincerely,
***********************
Member Relations
AARP Services, Inc.
601 E Street NW
Washington, DC 20004
AARP Case ID: ********
Business Response
Date: 08/25/2023
Dear Dispute Resolution Team,
This message is regarding complaint ID ******** filed on7/26/2023.
The additional information that is requested from the member is:
- Please provide your itinerary number.
- Did you call ******* directly to file a complaint during your stay?
Sincerely,
***********************
Member Relations
AARP Services, Inc.
601 E Street NW
Washington, DC 20004
AARP Case ID: ********
Business Response
Date: 09/05/2023
The requested additional information has not been received; therefor, the case has been closed until further notice. No additional action required at this time.
Customer Answer
Date: 09/18/2023
Itinerary # **************
No, I didn't call AARP/******* until I returned from my trip and after they unsuccessfully tried to come to a resolution with **** ***, I called **** ***, personally to complain. My complaint isn't with *******, it's with the owners of the property of **** ***.
Business Response
Date: 09/25/2023
Dear Dispute Resolution Team,
This message is regarding complaint ID ******** filed on7/26/2023.
The additional information that is requested from the member on 8/11 and 8/18 have now been received. To assist, we will forward the complaint on behalf of **.
****** to ******** Escalations Team to have a thorough review and investigation completed. Expedia will be contacting her directly to advise the outcome of this matter.
Sincerely,
***********************
Member Relations
AARP Services, Inc.
*************************************************
ASI Case ID: ********
Business Response
Date: 09/28/2023
September 28, 2023

BBB of Metro Washington DC &
Eastern Pennsylvania (Washington, DC)
1411 K St, NW 10th Floor
Washington, DC 20005-3404

Attn: BBB Representative

Re:***********************
ID: ***********

Dear BBB Representative:

This letter is in response to a recent complaint to the Better Business Bureau, filed by ***********************. The issue is about **. ******* experience at a hotel booked through AARP Travel Center provided by *******. 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 *** ******’s records with ******* to address her concerns. To assist, we forwarded the complaint on behalf of *** ****** to *******’s Escalations Team to have a thorough review and investigation completed.

*******’s Escalations Team has advised that a refund for $324.86 was already processed and a $50.00 coupon was provided to *** ******.

We apologize for the inconvenience *** ****** has experienced. Should you have any additional questions, please do not hesitate to contact me directly by calling (**** ********

Sincerely,

Member Relations
AARP Services, Inc.
601 E Street, NW
Washington, DC 20004
AARP Case ID: ********
Customer Answer
Date: 10/05/2023
[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: ********

I am rejecting this response because: I don't expect a response from *******. it was appreciated; however, I expected a response from the **** *** Property manager. It seems everyone is onboard with the situation except for the owners of the actual property where the dissatisfaction was experienced. This tells me the responsible party isn't concerned or maybe not contacted to make things better for future travelers. No one has addressed the actual problem; which is that they denied culpability regarding their filthy and unsanitary rooms.

Regards,

***********************
Initial Complaint
Date:07/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have asked AARP to stop mailing me. They advised it will take up to TWELVE weeks to stop the mailings. This is unacceptable. All the representative on the phone did was change my middle initial from * to * and the mailings are still continuing. This is an invasion of privacy and a waste of paper. I want the mailings to stop, permanently.
Business Response
Date: 08/09/2023
August 9, 2023

BBB of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005

            Re:     Complaint #********
***********************
*************************** **
                       Grand Junction, CO *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding *********************** request that she no longer receive solicitations from AARP. We have investigated his concern and welcome the opportunity to resolve this matter.

************** called into our contact center on July 12, 2023, to make this request. The representative processed a request to suppress all targeted mailings (those sent specifically to ************** at her address) and explained that, since some mailings are prepared ahead of their distribution date, the request may take up to twelve weeks to filter through our database and those of our affiliated service providers. We appreciate **************** patience and understanding.

Should ************* receive any mailings after October 4, 2023, she should feel free to contact me via phone, email, or mail (see contact details, below) and I will be happy to assist her further.

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 ************** has any questions or concerns, she may call me directly at **************. If more convenient, she may send an email to [email protected], or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC 20049.

We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.

Sincerely,

*************************
Consumer Care Ombudsman
***************************************
Customer Answer
Date: 08/10/2023
[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: ********

I am rejecting this response because:
Twelve weeks is a ridiculous amount of time to remove mailings. Additionally, wasting this much paper in a digital culture is a thoughtless waste of our natural resources. Individuals 80 and younger have no need for paper junk mail as we are mostly tech savvy.
Do better...
Regards,

*********************
Initial Complaint
Date:07/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today I received a notice from AARP that my payment was overdue. I sent the check in on June 4, 2023 it was taken from my a count on June 13, 2023. I was told I received a notice since my ******** app to count mileage was tuned off and canceled in July. The app has been turning off by itself routinely since I have had it, I have NEVER turned it off!!. I had received notices previously indicating the app was off, so I was able to renew it. I did not receive any notice in July to turn it back on . Now I am told I have to pay a late fee of over $40 dollars as a penalty and there isn't anything they can do about waving it. This is a scam. I want the late fee waved and to receive an app that is not defective.
Business Response
Date: 08/15/2023
August 15, 2023

BBB of Metro Washington DC &
Eastern Pennsylvania (Washington, DC)
1411 K St, NW 10th Floor
Washington, DC 20005-3404

Re:*************************
***********

Dear BBB Representative:

This is a response to a recent complaint to the Better Business Bureau, filed by *************************. The issue is regarding The ********. This complaint has been referred to me for investigation and response.

We are sorry to learn that ************************* was having a problem with the ******** app which is a voluntary program customers can participate to reduce their auto insurance premiums with The ********. Please be advised that while 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 response. Since ************************* is referring to issues with The Hartford, we forwarded her complaint to The ******** for investigation and response.

The ******** advised that **************** was unenrolled from the program because her phone permissions had been off for 30 days. The unenrollment from the program resulted in the removal of the ******** discount, which generated an additional premium of $41. **************** spoke with to The ********* service center and the discount was reapplied to her policy, which generated a return premium of $26. **************** paid the $15 balance on the account that day. An associate reviewed their records and confirmed that data is being collected for her now.

We truly apologize for any frustration ************************* experienced. Should she have any additional questions or concerns to bring to my attention, she can respond directly to this complaint or call me at ************. Should you have any additional questions, please do not hesitate to contact me.

Sincerely,
***********************
Member Relations
AARP Services, Inc.
***********************************************
ASI Case ID: ********
Initial Complaint
Date:07/17/2023
Type:Customer Service 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 have repeatedly asked ************************************************* through email to stop sending me her emails about upcoming events for volunteers. I was a volunteer with AARP but was unable to continue and have repeatedly asked *********************************** to remove me from her mailing list but to no avail. At this point, AARP through *********************************** is spamming me. Please contact this employee who works out of Rochester, NY and ask them to remove me from their mailing list.
Business Response
Date: 08/09/2023
August 9, 2023

BBB of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005

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

Dear Dispute Resolution Team:

We are writing regarding the complaint of ******************************* that was filed with your office on July 26, 2023 and transferred to our office for handling. The complaint entails ************** concern that she continues to receive unwanted email messages after requesting that they cease. We have investigated her concern and welcome the opportunity to resolve this matter.

AARP makes every effort to comply with all stop email requests. We apologize for any aggravation that these communications may have caused her. Unfortunately, there was no copy of the email(s) that ************ received, which hampered our further research into the origin of their sender. Additionally, I reached out to *********** via email to obtain more information, and she responded that any previous messages related to this matter have been deleted. However, she would forward any future messages for investigation and resolution.

***********, may contact me directly at **************, and it would be my pleasure to assist her further. If more convenient, she may send an email of the information that I request to *************************************** or any mail to the following address: AARP, Ombudsman Team, 601 E Street, Washington, DC 20049.

Again, we would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.

Sincerely,

****************************
Member Communications Ombudsman
Customer Answer
Date: 08/10/2023
[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:07/15/2023
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 purchased 3 gift cards though the AARP rewards program. I received two of the gift cards ( 1 for ********** and 1 for ******** ******) however I did not receive a second gift card for carnival cruise. Funds were charged to my credit card for 3 gift cards.
Customer Answer
Date: 07/25/2023
My issue has been rectified by the company. Thank you very much.
Business Response
Date: 07/27/2023
July 27, 2023

BBB of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005

            Re:      Complaint # ********
                        *****************************
*******************************
Los Angeles, CA *****

To The Dispute Resolution Team:

We are in receipt of your letter regarding ********************** claim that she has not received a gift card she purchased through the AARP Rewards program. We have investigated her concern and welcome the opportunity to resolve this matter.

Our records indicate that ******************** purchased one ********** gift card and two ******** ****** gift cards on July 7, 2023 through AARP Rewards. ******************** called the AARP contact center on July 7 where an agent resent the gift cards to her. She called again on July 10, 2023, stating that she still had not received the gift cards. At that time, a case was escalated to the AARP Consumer Care Ombudsman Team for further investigation. Unfortunately, the case was not handled in a timely manner. We apologize for the inconvenience this caused *********************

******************* can access the links for the two ******** ****** gift cards she ordered on July 7, 2023 below:

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

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

Should ************ continue to experience technical difficulties with AARP Rewards, 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 my attention through the following email address, [email protected], or mail it to the following address: AARP, Consumer Care Ombudsman, 601 E Street, Washington, DC 20049.

We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.

Sincerely,

***************************
Consumer Care Ombudsman
Initial Complaint
Date:07/14/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I get weekly calls from the claims department telling me I have an outstanding balance when I never joined. They get argumentative when I try to tell them I never joined then they hang up on me before I finish.
Business Response
Date: 07/19/2023
July 19, 2023

BBB of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005

            Re:     Complaint #********
**********************************
*** *************
                        Clayton, IN *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding ***********************-*****'s statement that she gets weekly calls from the claims department about an outstanding balance. We have investigated her concern and welcome the opportunity to resolve this matter.

As mentioned in her complaint, *********************** is not an AARP member. Upon receipt of the complaint on July 17, I called ***********************. She returned the call later that day and left a voicemail message with some additional detail. She stated that the callers sound like they are calling internationally, and that they identify themselves as calling from the “AARP Claims Department.” These details identify the calls as imposter phone calls. AARP does not have a membership “Claims Department.” We do not have offshore contact centers.

I contacted my colleagues at AARP Fraud Watch, and they have provided some steps for ********************** to protect herself from these imposter phone calls:

Put your phone number on the FTCs National Do Not Call Registry. It will not stop spam calls, but it will make them easier to spot because most legitimate telemarketers will not call you if you are on the registry.

Consider using a call-blocking mobile app or device to screen your calls and weed out spam and scams. You can also ask your phone-service provider if it offers any blocking tools.

Set your mobile device to silence unknown numbers which sends any call you do not have into your contact to your voicemail. (steps for ***** ****************************************) (Steps for ******* *************************************************************************)

Hang up on illegal robocalls. Do not speak to them.

We hope one or more of these suggestions is helpful to ***********************.

If ********************** has any further questions or concerns, she may call me directly at **************, and it would be my pleasure to assist him further. If more convenient, she may send an email to **************************************** or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC 20049.

We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.

Sincerely,

*************************
Consumer Care Ombudsman
***************************************
Initial Complaint
Date:07/14/2023
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 would like to be removed from there mailing list. This is the second attempt to be removed from there mailing list. Thank You Mail came from : AARP 601 E STREET NW WASHINGTON, DC 20049 Please remove from your mailing list : **** ** ******** ***** * ***** *** Buckeye, AZ **********
Business Response
Date: 07/17/2023
July 17, 2023

BBB of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005

            Re:     Complaint #********
*************************
                             ***********************
                        Buckeye, AZ  *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding ****************** request that he no longer receive solicitations from AARP. We have investigated his concern and welcome the opportunity to resolve this matter.

******************** had a previous (now expired) AARP account which was tied to a Plymouth,IN address. It expired at the end of September 2012. At his request, we had suppressed all targeted mailings from AARP and our affiliated service providers to that addresses in 2012 and 2013.

On researching this issue, I found neither a change of address nor a request to suppress mailings at the Buckeye, AZ address.

I have processed this request for targeted mailings (those which are sent to a particular individual at a specific address) from AARP and our affiliated service providers. As some mailings are prepared ahead of their distribution date, it may take up to 12 weeks for this request to filter through our database, and those of our service providers.

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 ******************** has any questions or concerns, he may call me directly at **************, and it would be my pleasure to assist him further. If more convenient, he may send an email to [email protected], or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC 20049.

We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.

Sincerely,

*************************
Consumer Care Ombudsman
[email protected]
Customer Answer
Date: 07/20/2023
[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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