Business Profile

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AARP

This business is NOT BBB Accredited.

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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:03/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have requested that this business stop all communications with me multiple times every which way humanly possible even filing an ethics complaint and I have told them to stop selling my personal information. They pray on the vulnerable and make you jump through hoops in a never ending cycle. Today 3/20/23 the ethics board forwarded me an email that was sent to the executive board at AARP telling them to cease and desist and remove my information from the AARP databases, within minutes I received an email from AARP " thanking me for updating my home address so I continue to get there mailings" I cant make thix up and feel like I am in the twilight zone!! I want the AARP scam of a business to leave me alone. I DONT want anything to do with AARP or any of its affiliates.
Business Response
Date: 04/13/2023
April 13,2023

BBB of Metro Washington DC and Eastern Pennsylvania
1411 K St. NW, 10th Floor
Washington, DC 20005-3404

Re: Complaint ********
*******************
**************************************************************************

To the Dispute Resolution Team:

We are in receipt of your letter regarding ********************* complaint that she continues to receive unwanted mailings from AARP and our affiliated partners. We have investigated this matter and welcome the opportunity to respond.

************** submitted a Delete Request on January 24,2023 via the Your Privacy Choices option available on each page of our website, aarp.org. We processed and completed her request on January 25, 2023,per our correspondence with her. However, due to the lead times required by vendors, affiliates, and Member Benefit Providers to fulfill mailing campaigns, it may take up to 12 weeks for mailings from AARP and our affiliated partners to stop entirely. The mailing she received on March 18th from The ********,a Member Benefit Provider, was just such a campaign. Due to the 12-week standard lead time, ************** may continue to receive mailings through April 19, 2023 (12 weeks from the completion of her Delete Request).

In addition to the complaint she filed with the Better Business Bureau, ************** also filed a complaint with the *** Center for ***************** on March 20, 2023. Due to our previous processing of her Delete Request referenced above, we had to create a new record for her when researching that complaint, since we no longer had any record of her in our database. Unfortunately, this action inadvertently resulted in the email being sent to her regarding her profile being updated, which she referenced in her complaint as follows: within minutes I received an email from AARP thanking me for updating my home address so I continue to get there mailings. We can confirm that the record created to research **************** request has also been deleted.

If she has any further questions or concerns, she can email any correspondence to my attention at [email protected] or mail to: AARP Consumer Care Ombudsman Team, # A9-135, 601 E Street, NW, Washington, DC 20049. Additionally, she can call me directly at **************.

Thank you for bringing this matter to our attention. It is our hope that our actions demonstrate our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.

Sincerely,

******************************************
Consumer Care Ombudsman
***************************************
Customer Answer
Date: 04/16/2023
[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,

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

Customer Answer
Date: 05/25/2023
[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:

AARP continues to send me unauthorized mail even after they promised that I wouldn't receive such mailings AFTER April 19th 2023 and AFTER I filed an ethics complaint, AFTER the ethics board warned them to STOP selling my information , After removing myself directly from the AARP website, AFTER I spoke to numerous AARP representatives including "Bruce" via email telling AARP to CEASE and DESIST, AFTER I removed myself from the stupid AARP PDP in favor of a conservative provider.. and After all this AARPs affiliates at Hartford Auto still are sending me mail... AARP is a SCAM!!! They DONT hold up to their end of the resolution bargain that they promised by removing my name from the endless affiliates they SOLD my information to without MY CONSENT... I will attach the mail I will be receiving tomorrow 5/1/23 from an AARP affiliate that is showing up on my USPS dashboard. Please Please Please HELP me get rid of these predators at AARP and TELL them to ABIDE by both the ethics board and the promises they made of NOT sending me junk mail. This is the definition of insanity.

Regards,

**** *****
Business Response
Date: 05/31/2023
May 31, 2023

BBB of Metro
Washington DC and Eastern Pennsylvania
1411 K St.
NW, 10th Floor
Washington,
DC 20005-3404

Re:
Complaint ********
**** *****
*** ******** ****** **
Torrington, CT *****

To the
Dispute Resolution Team:

We are in
receipt of your letter regarding **** *****’s rejection of our response to complaint
********, due to her ongoing issue related to mailings from AARP. We have
investigated this matter and welcome the opportunity to respond.

Upon
receiving *** *****’s latest correspondence regarding receiving additional mail
from AARP, we investigated the matter and found that a coding error was
responsible for her name and mailing address not being removed from the mailing
list. We corrected the error and sent the updated suppression file to our
service providers on May 23, 2023. *** ***** should not receive any more mail
from AARP beyond August 15, 2023, though we anticipate the end date to be sooner.

If
she has any further questions or concerns, she can email any correspondence to
my attention at [email protected], or mail to: AARP Consumer Care Ombudsman Team, #
A9-135, 601 E Street, NW, Washington, DC
20049. Additionally, she can call me directly at ###-###-####.

Thank
you for bringing this matter to our attention. It is our hope that our actions demonstrate our commitment to
enhancing the quality of life for all, as a responsible, effective consumer
advocate.

Sincerely,

****** ***************
Consumer
Care Ombudsman
[email protected]
Initial Complaint
Date:03/07/2023
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 am and have been a loyal AARP customer for the past four years. This past weekend since 3/2, I was not able to earn my daily limit of 7,500 points. By the time I realized my balance was not changing, it was too late on a Saturday evening. Customer Service is not available on Sunday. I called customer service Monday, March 6 and spoke to an *****. He confirmed there were issues over the weekend. However, he did not resolve my concern of completing videos or quizzes without any earnings. I feel I should have been compensated at least 15K points for those days, as history will show I max out every day. I was very disappointed with the customer service agent and AARP for their handling of this issue. It would be different if I didn't call and express my concern. I will have to say this has been my first time being disappointed with this company, as I enjoy all that I learn and benefit from this site. I also feel that my time is worth something, as I did complete the tasks. Before I forget, ***** did ask if I could remember which tasks I completed. I told him NO. How am I supposed to remember which 25 videos or quizzes I completed. This was really bad customer service if you ask me.
Business Response
Date: 03/21/2023
March 21,2023

BBB of Metro Washington DC and Eastern Pennsylvania
1411 K St. NW, 10th Floor
Washington, DC

Re: Complaint ********
***********************************
PO BOX **
Dayton, OH *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding *************************** complaint that she was not properly credited with the daily limit of 7,500 points via the AARP Rewards Program during the weekend of March 4th and 5th We have investigated this matter and welcome the opportunity to respond.

I added 15,000 points to **. ********** AARP Rewards account per her request. Additionally, I called her at ************** to assure I addressed her concerns completely. She was satisfied with this resolution.

If she has any further questions or concerns, she can email any correspondence to my attention at [email protected], or mail to: Consumer Care Ombudsman, AARP, 601 E Street, NW, Washington, DC 20049. Additionally, she can call me directly at (**** ********.

Thank you for bringing this matter to our attention. It is our hope that our actions demonstrate 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: 03/22/2023
[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:03/07/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
AARP keeps sending us a bill to renew my membership even though I have paid up through March of 2026. Many customers are elderly, and might pay more than once because of this practice of multiple renewal requests before they are due. I have no way to call AARP. There is no way to submit a complaint on my AARP online account. This borders on taking advantage of the elderly.
Business Response
Date: 03/17/2023
March 17, 2023

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

            Re:      Complaint #********
*************************
                             *** ***************
                        Roswell, GA  *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding ******************** claim that he has received multiple membership renewal solicitations. We have investigated his concern and welcome the opportunity to resolve this matter.

**************** has been a valued AARP member for 30 years.

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

On *** ******* I have arranged for his account to receive few notifications. Under this process, he will receive one notice via USPS about 30 days before expiration; one notice via email (if he is opted-in to receive email from AARP); and one notice about 30 days post-expiration, if his account should lapse. His account is current through March 2026.

As some mailings are prepared ahead of their distribution date, he should allow 6 weeks for this request to fully filter through our databases. We appreciate his patience and understanding.

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

While *** ****** stated that he had difficulty trying to find assistance through his online AARP account, the options for phone and chat are clearly presented via the AARP Help Center by choosing “My Account” and “Contact Us.”

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: 03/23/2023
[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. Thank you to AARP for resolving the matter. Many elderly people do not know how to navigate various websites, so your help is very much appreciated.

Regards,

*************************
Initial Complaint
Date:03/04/2023
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.
AARP has partnered with ******** to provide roadside assistance to clients for a monthly & annual fee. Ive been trying to get a tow truck for 7 straight hours. After being told my membership doesn’t exist, I have to pay still for the service, the employees end the live chats in the middle of conversations, they lie directly to you, they understand little to no English when on the phone, the read from a script which cannot provide the answers to my issues, they faked their tow truck tracker, the tow truck driver was unaware he was even picking up my vehicle, my tow was cancelled more than once, the last tow truck drivers tracker was completely wrong along with his ETA, he was more than another hour away, I’ve been stuck with my vehicle with no help for 7 straight hours. I am paying over $12 annually to AARP for a membership and $12-$16 monthly for the AARP ******** roadside assistance. I want an immediate refund of my membership, a very sincere apology, and proper compensation for my lost time of 7 hours. Extremely unprofessional of a business to have zero accountability. Not even a single phone number could help me. To think thousands of Americans will be experiencing the same I have proper belief this needs to be investigated accordingly. This is serious. This is fraud. This is a scam. You’re worth millions of dollars yet you’re still stealing from the consumer who matters the most. I will be in contact with my attorney.
Business Response
Date: 03/23/2023
March 23, 2023

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

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

Dear BBB Representative:

This is a response to a recent complaint to the Better Business Bureau, filed by ***********************. The issue is regarding the service experience with AARP Roadside Assistance provided by Allstate. This complaint has been referred to me for investigation and response.

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 ********, we forwarded her complaint to ******** for investigation and response.

Pre Allstate, they noticed that the first service *************** requested was via the mobile app with a callback of **************.Unfortunately, the service provider that was assigned to the request was unable to contact **************** at this phone number, and for that reason, they canceled the service. On the other hand, Allstate noticed that the rescue agent that was assigned to secure a new service provider for **************** did not follow their correct procedures to secure a service provider for ****************. They noticed that the second provider assigned to the service did not follow the correct procedure to assist **************** with his request. ******** called **************** twice to provide him with their findings and the resolution of the case; however, **************** used abusive language and terminated the interactions. Please be aware that Allstate is willing to reimburse **************** up to his benefit limit if he secured a provider on his own on the day of service needed.

We truly apologize for any frustration *********************** experienced. Should he have any additional questions, 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.
601 E St NW
Washington, DC 20004
ASI Case ID: ********
Initial Complaint
Date:03/01/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Asking my 80 year old dad for donations even after Ive asked them to stop many times. Im forwarded to an extention trying to sell healthcare devices and save on prescriptions. They're more agressive each time with asking for money to political campaigns regarding ** and ******** Between $10-$100 or more is what they ask. They disregard over the past year my asking to be removed. And offering eldery related "gifts" to join their membership.
Business Response
Date: 03/16/2023
March 16,2023

BBB of Metro Washington DC and Eastern Pennsylvania
1411 K St. NW, 10th Floor
Washington, DC 20005-3404
Re: Complaint ********
*******************
*****************************
Belleville, IL *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding **************** complaint that AARP Foundation (Foundation)continues to send her 80-year-old father requests for donations. We have investigated this matter and welcome the opportunity to respond.

I handled a case related to this matter on February 2, 2022. When researching that case, I called ************ to address her concerns. She informed me as to the nature of her complaint and requested that all mailings from Foundation cease. I worked with my colleagues in Foundation to complete her request, and her fathers profile was updated accordingly.

Since receiving this BBB complaint, I have confirmed with my colleagues in Foundation that *********** was removed from their database on February 3, 2023. It can take up to ************************************ order for any mailings already in progress to be completed. To that end, ************ may still receive mail from Foundation until March 20, 2023. I encourage ************ to contact me directly if ************ continues to receive unwanted mailings beyond this date so that I can further research the matter on his behalf.

If she has any further questions or concerns, she can email any correspondence to my attention at [email protected], or mail to: Consumer Care Ombudsman, AARP, 601 E Street, NW, Washington, DC 20049. Additionally, she can call me directly at **************.

Thank you for bringing this matter to our attention. It is our hope that our actions demonstrate our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.

Sincerely,

******************************************
Consumer Care Ombudsman
***************************************
Customer Answer
Date: 03/19/2023
[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:02/28/2023
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.
On February 28, I called AARP's roadside assistance, in which I am a member. An AARP representative speaking with a foreign accent stated, I would have to pay $149 for a two mile tow. I stated I pay $69 annually for a free tow. The rep disconnected and the tow driver never showed. This is unacceptable, false advertising, scam.
Business Response
Date: 03/17/2023
March 17, 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 regard to AARP Roadside Assistance provided by ********. This complaint has been referred to me for investigation and response.

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 AARP Roadside Assistance provided by Allstate, we forwarded her complaint to ******** for investigation and response. ******** will be contacting her directly to advise the outcome of this matter.

We truly apologize for any frustration *************************** experienced. Should she have any additional questions or concerns to bring to my attention after hearing from ********,
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.
601 E St NW
Washington, DC 20004
ASI Case ID: ********
Initial Complaint
Date:02/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I tried repeatedly to cancel my membership to AARP after agreeing to a discounted trial in 2020. It didn’t offer me anything I wasn’t already getting in my *** membership (plus that had free car towing) plus they sent me so much unwanted snailmail it was a nuisance and the AARP seemed environmentally irresponsible. So I reached out to cancel them before it could renew for the next year. The customer service rep hung up on me as soon as they found out I wanted to cancel. Attempts to cancel via the web did not work. I’ve called over a dozen times—always the same result. In 2022 they finally let me cancel by phone but claimed they had just charged my auto-renewal an hour before and so it would take a few weeks to refund it in full. They refunded me .26 cents. This is unacceptable. All phone calls to try to get the full refund still result in me being hung up on and/or the rep saying they are not supposed to allow members to cancel. Sadly I have heard this from other former members. I request the full refund from the auto-renew in Fall 2022 as I never agreed to it. And I hope that to truly make this right they will refund 2021 as well. They should know they are harming their reputation by using their phone service to pressure members to stay and to make it very hard to cancel membership. And have I warned everyone I know to avoid AARP—and they tell me they’ve heard this from so many people. It’s sad bc my parents generation liked them.
Business Response
Date: 03/03/2023
March 3, 2023

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

            Re:      Complaint #********
*********************************
                             **** ***************/Unit ***
          Carpinteria, CA *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding *************************** claim that she was unable to cancel her AARP membership and receive an appropriate refund, despite attempting to do so several times. We have investigated her concern and welcome the opportunity to resolve this matter.

****************** enrolled in AARP on September 28, 2020, with a discounted payment of $12 for a 1-year membership. This discounted membership placed her account on Auto-Renew, where her membership would be automatically renewed annually on September 1 of each successive year. Members are sent a courtesy reminder about 90 days before their membership automatically renews.

*** ******** membership auto-renewed on September 1, 2021. On May 24, 2022, she contacted AARPs ChatBot an automated membership information service asking to arrange that she no longer receive her AARP publications through the mail. As this is a process currently handled by live agents, she received an automated message that no live agents were currently available and was provided the business hours for live chat. There is no further communication linked to her AARP membership profile until two phone calls on September 1, 2022.

On that date she received notification from her financial institution that she had been charged the $16 for the annual auto-renew and called to cancel her membership. I have reviewed the two phone calls from that day. The first call only lasts 35 seconds. ****************** started to describe her wish to cancel her membership and her reasons for doing so and the call ended. It doesn't appear that this disconnect was initiated by the agent or ******************. It might have been a technical issue.

****************** made a return call that day. While the agent canceled her account, he did not follow prescribed procedures for Auto-Renew cancellation. In **. ******** instance, her ****** account had been charged $16, but the charge had not yet posted to her AARP membership account. When the agent cancelled her membership, the action resulted in a refund of $.28 the remainder on her account as of that day (Sept 1).

On September 2,the $16 charge posted to her account and renewed her account for another year. Our agent neglected to check whether this most recent charge had posted to her account. We regret this oversight and have sent this issue to our colleagues in our Learning, Performance and Improvement division for agent coaching.

Our apologies to *******************

As of today, I have refunded the $16 charge from September 1, 2022. She should see that reflected on her PayPal account shortly.

If ****************** has any questions or concerns, 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 **************************************** 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
***************************************
Tell us why here...
Initial Complaint
Date:02/17/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am an AARP member and there is no process available for turning off the auto-renewal and cancelling account.You must write them a letter. I should not have to write them a personal letter to cancel, I have internet access and access to my account there.I insist they cancel my account.This needs to be investigated on their cancellation policy.Please cancel my account immediately.
Business Response
Date: 02/28/2023
******** *******

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

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

To The Dispute Resolution Team:

We are in receipt of your letter regarding *********************** claim that he was unable to cancel his automatic renewal subscription without writing AARP a letter as well as cancel his membership account. We have investigated his concern and welcome the opportunity to resolve this matter.

********************* joined AARP online for $20.00 on November 15, 2021, using ******. Our records indicate that ********************** requested to be opted out of communications on November 23, 2021, and at that time, we removed his mailing and email addresses from receiving any communications from AARP and our affiliated service providers. Our database shows no further contact from **********************.

Members of AARP can cancel their automatic renewal subscription any time through AARP.org, or by calling our toll-free telephone number, ************.

Mr.Coverdills automatic renewal subscription was cancelled on April 14, 2022. As of February 28, 2023, we have cancelled Mr. ********** membership account with a full $20 refund being returned to his ****** account. The refund will appear on his account within the next 3-5 business days.

If ********************** needs additional assistance, he may call me directly at **************, and it would be my pleasure to assist him further. If more convenient, he may send an email to my attention through the following email address, **************************************** or mail it to the following address: AARP,Consumer Care Ombudsman, ************************************** *****.

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: 02/28/2023
[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:02/16/2023
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.
Was told by AARP in an email they will do your tax but when AARP, employee, contacted taxpayer by telephone he stated they or he will not do your tax, and that we don't do tax's. and gave taxpayer a wedsite to use for the tax's, went to the site did the paperwork, after trying to do the state, the site was hack, and was told to remove password, AARP stated this was a good and safe website to use, all taxpayers information, S.S. Number as well was provided taxpayers tax's has been done may time by AARP in the pass, taxpayer read aan email from AARP that stated they will do your tax's, AARP employee want to see that email and ask if could fax it to him did not, this can not be over look, and need to be investigated,
Business Response
Date: 03/20/2023
March 20, 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 February 27, 2023, and transferred to our office for handling. The complaint seems to entail ************** recent experience regarding tax assistance from AARP Foundation Tax-Aide (Tax-Aide), a federal VITA program administered by AARPs 501(c)(3) affiliate. We have reviewed his concern and welcome the opportunity to resolve this matter.
After researching ************* complaint, it was discovered that he requested tax assistance originally on 2/1/23 through virtual coaching using ********* Alternative Tax Preparation Program. Due to the masking settings configured on his web browser or device IP address, on 2/15/23 he received an automated message suggesting, someone had accessed his account from another unfamiliar computer. To AARPs knowledge, this was not happening, but rather a result of the masking settings not recognizing the device directly accessing the platform. That message was autogenerated from the ********* (tax preparation software) platform itself, which led him to believe a scam was afoot. He reached out to AARP Foundation Tax-Aide to complain, and we have been in contact with ************** on several occasions to attempt a resolution. Because the technical issues originate with his device, rather than the platform itself,AARP Foundations suggested solution in 2/22/23 conversation was that he arrange an in-person or drop-off appointment near his home address. ************** stated his strong preference for preparation over the phone, but the Tax-Aide volunteers mobilized and equipped to respond in his area have been unsuccessful in three separate attempts to reach him.
Further,AARP has concluded that ************** is unable to complete his tax return for free using the online ********* Alternative Tax Preparation without changes to his browser or I.P address settings.

Critically, the error message is caused by stringent browser settings on the members computer or the utilization of a VPN or incognito mode. In essence, the TaxSlayer system cant identify the computer accessing the platform. AARP Foundation has also continued efforts to assist ************** in locating a tax site in Ohio that will prepare his taxes in-person or via drop-off. However, ************** remains uninterested in these options to date.
AARP Foundation certainly understands how the lack of access can be frustrating to ************** and stands ready to continue assisting him in locating resources that will help him finalize his tax returns.
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: 03/22/2023
[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: Taxpayer wants to thank you for your responce, to this matter, forst lets be clear taxpayer by email contacted AARP, an email later was forwarded to taxpayer, stating AARP will be contating Taxpayer by email with a six digit number, a few days later the email was forwarded, and a request for a telephone call to taxpayer was requested, AARP called Taxpayer, and was told to on to the site, for TaxAide, it did not go to ******* it went to *********, the hold application was completed, until the Ohio section was to be done, at that point taxpayer try to complete the Ohio return but could not at that point, the site shut down, and an email was sent to taxpayer email stating your account has been accessed from an unrecognized device, first of all AARP, states there site is ******* but when you go that sie it take you to *********, whidh is not AARP's site, you can not go to AARP's ******* site, so it takes you to *********, site, keep in mind at this point you have put your hold life history out there for one to review, AARP say nothing about that, taxpayer complain to *********, AARP, adout this and they believe its taxpayer computer, again keep in mid it was working find before going to ********* site, who has history of hacking into others accounts, stated by the Federal Trade Commission , as well Internal Revenue Srevice, AARP should of know this to be the case but steal represent, *********, site who does that, as stated in first complaint five AARP's try unsuccessfully to get taxpayer email to work, it was not taxpayer's computer, just the eamil section that was hack by *********, site, AARP site *******,will not work and heres the reason why?,AARP can say what they want but hears the facts, IRS Publication 5462:fact sheet fy 2022 ********* software ordering guidance for SPEC parters (2022),deadline to place software for Tax Year 2022 is midnight, january 31, 2023, spec territory offices must ensure all software order are saved and confirmed in SPECTRM BY THE January 31th deadline, PRO DESKTOP,, PRO PRO ONLINE users, the RM must verify the email address for the contact associated with the site order, ********* will use the email address to send software activation links to all online users,

For FY 2023 Desktop orders can be placed for sites that have connectivity issues, "*********" Pro Desktop is in last year of its 2-year reduction plan, only sites that have connectivity issues (e.g.rural arear that have unreliable Wi-Fi and cell coverage will be allowed to order TY2022and beyond Desktop product, your RM must verify the contact name /email address associated with the order this will ensure you receive the proper emails to download the software,

NOTE "AARP" FOUND ATION TAX-AIDE ARE NOT PERMITTED TO ORDER DESTOP SOFTWARE , IF LOCAL TAX-AIDE SITES HAVE QUESTIONS ON THIS RULE THEY SHOULD SPEAK TO THEIR RESPECTIVE STATE COORDINATOR

AARP KNEW OR SHOULD OF KNOWN THIS TO BE THE CASE AND STEAL ARE TRYING TO GET TAXPAYERS TO USE THESE SITE, KNOWING THEY DON'T WORK, THATS WHAT HAPPEN WITH TAXPAYER TAX RETURN IT WAS HACK, YOU CANSAY WHAT YOU WANT EVEN WHEN TAXPAYER WENT TO AN IN STORE SITE THEY HAD NO EQUIPMENT TO DO YOUR TAX'S THEY CARRY THEM OFF SITE THE PROBLEM YOU HAVE TO ASK IS HOW DID THE TTAXS GET DONE AND WHO DID THEM, THE BOTTOM LINE THIS THAT ALL TAXPAYERS INFORMATION IS OUT THERE FOR ALL TO USE? aarp DON'T CARE ABOUT THAT, NO, BUT TAXPAYER DO AS ALL OTHER TAXPAYERS SHOULD WITH THERE PERSONAL INFORMATION .....
Regards,

**********************
Initial Complaint
Date:02/05/2023
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.
On November 14, 2022, I had a flat tire on my way to work. I called for a tow truck and a provider was contacted. I checked my phone for the providers information only to find that the tow had been cancelled. I called back and was told that the provider did not cover the area and another had been contacted. That provider also cancelled because I was on an the turnpike and they could not service me. I was told to call 911 and tell the State Police what had happened and they would assist me. I called them and was informed that the tow company could tow me as it was not the turnpike but they would send a tow truck and trooper. That tow cost me $176 for one mile. Since I could only get towed to the nearest service station and not to the repair shop I needed, I had to have the spare cut off my vehicle and put on at that shop. That was an additional $50. I called the next day to find out how to be reimbursed and sent the receipts right away. I spoke to someone who said my paperwork had not been received and transferred me to someone else, only to be cut off. I called back and spoke to someone who also said that you had not received my paperwork and I could send it through email. When I went to the mailbox I found a check from AARP Roadside. It was for only $130. The amount I submitted for was $226. I called back and was told that a complaint would be filled and I could expect an answer in 10-14 days. There are so many things here that don't make sense to me. Why didn't anyone call to tell me that my original tow was cancelled? How do your customer service reps not know what's going on with a claim? Two different people told me that my paperwork had never been received when a refund had actually been issued. What kind of roadside assistance company doesn't know what roads they can access? If they had, I would not have had to pay for anything. I expect to be fully reimbursed since this was all a failure on their end.
Business Response
Date: 02/22/2023
February 22, 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 ******** Roadside Assistance. This complaint has been referred to me
for investigation and response.

We are sorry to learn that ************ tow service that was scheduled ended up being cancelled and the status of her refund request. 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 her complaint to ******** Roadside Assistance for investigation and response. ******** will be contacting her directly to advise the outcome of this matter.

We truly apologize for any frustration *************** may have experienced. Should she have any additional questions or concerns to bring to my attention after hearing from ******** Roadside Assistance, 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.
620 F Street NW
Washington, DC 20004
ASI Case ID: ********

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