Business Profile

Associations

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

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

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/01/2023
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.
My mother is 88 years old and a member of AARP. She has dementia, and I am her financial power of attorney. AARP keeps sending her renewal notices by mail, and she keeps paying them. Her membership is now paid up until ****. I called AARP's customer ********************** two months ago, explained the situation, and complained about my mother receiving renewal notices repeatedly. A customer ********************** rep told me AARP would stop communicating with her by mail, email only. Today, I learned that AARP sent my mother another renewal notice in the mail last week and that she again paid $12 to renew her membership. She has paid AARP to renew her membership numerous times since May. Why does AARP keep doing this??? This is a common complaint on AARP's website. According to one response from AARP, "AARP sends renewal notices to accounts that expire within 6 months and up to 3 months after expiration." That is not true. AARP has left me with no choice but to file this complaint. I want AARP to STOP SENDING MY MOTHER ******* NOTICES! I have attached a copy of membership card and copy of her canceled check.
Business Response
Date: 02/23/2023
February 23,2023

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

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

To the Dispute Resolution Team:

We are in receipt of your letter regarding *************************** Complaint that AARP continues to send her mother, *****************, membership renewal notices and that **************** continues to send AARP payments towards her AARP membership as a result. We have investigated this matter and welcome the opportunity to respond.

While we can directly control the delivery of targeted mailings (those sent to a specific individual at a specific address), we are unable to control the delivery of ***************** mailings. Alternative mailing pieces are neither addressed to nor targeted to a person or household. They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular **** mail, or inserted inside a subscription newspaper or catalog. Since these are mass generic inserts, we cannot control who receives them or whether the recipient lives in a 50+household.

To that end,I have blocked **************** from receiving future targeted mailings from AARP.Though it may take up to ************************************* order to account for any already in progress, this action should satisfy ******************** initial complaint and the request she made via the inbound call in November 2022.Should her mother receive additional targeted mailings from AARP after May 12,2023, I encourage ****************** to contact me directly by email or at the number listed below.

In her complaint,****************** referenced a call she made to AARP two months ago to address her concerns. I listened to that call (from November 18, 2022) in its entirety and can confirm that ****************** in fact requested to have all mailings from AARP to her mother stopped. To that end, it was an oversight on our part that the mailings were not stopped at that time and we apologize for any inconvenience or frustration it has caused.

I called ***************** per her request and informed her of the actions I took regarding this matter.

If she has any further questions or concerns, she can email any correspondence to my attention at **************************************** or mail to: ************* Ombudsman, AARP, ****************************************************** *****. 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,

******************************************
************* Ombudsman
***************************************
Customer Answer
Date: 03/02/2023
[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:01/30/2023
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 purchased a $100 carnival gift card Thursday Jan 26th, 2023 on their website after paying to become a member. The giftcard cost me $90. It states within 24 hours the giftcard will be emailed to you. After 24 hours of not receiving it I chatted with them on their website asking for help. I was told they had technical difficulties and would send it to someone to work on it. Then I get an email from ******, who needed to verify my information. I gave it to her and she said my card would be emailed, and this was Friday. I get nothing all weekend. Monday I chat again, still technical issues, I have to wait 3 days. I call them, and I am told it's now being sent to a supervisor. I ask for a refund on my membership because I'm not okay with this. A supervisor says shes refunding my membership and when I ask for confirmation or an email receipt they cannot do that. I ask when I will have my gift card since she's a supervisor and she cannot help me because it was sent to another supervisor and then told me 5 days. NOT 3 like I was told, not 24 hours like I was told. Now an additional 5 days. It's already been 5 days. I would like my money back with confirmation for the membership AND giftcard or I would like the giftcard.
Business Response
Date: 02/07/2023
February 7,2023

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

            Re:      Complaint #********
*************************
                        *********************************** **
          Philadelphia, PA *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding ******************** claim that she did not receive a link to the $100 ******** Cruise gift card she purchased through AARP Rewards within the expected 24-hour timeframe. We have investigated her concern and welcome the opportunity to resolve this matter.

**************** joined AARP on January 20, 2023 with a $12 payment for a one-year term. On that date, she also enrolled in the AARP Rewards program. She purchased a $100 ******** Cruise gift card for the discounted price of $90 through the AARP Rewards program on January 26.

AARP Rewards states that the initial purchase transaction encountered a technical issue. Unfortunately, due to this issue, the gift card link was not transmitted to *************** until January 30. This technical issue has since been addressed.

The gift card in **. ******* possession can still be used for the purposes of booking ******** Cruises as well as for on-board expenses and ******** Cruise excursions.

**************** cancelled her AARP membership on January 30 and a $12 refund was processed back to the credit card on file.

If **************** has any other questions or comments, she can contact me directly at *************, and it would be my pleasure to assist her further. 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
[email protected]
Initial Complaint
Date:01/18/2023
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 marketing materials to my brother using my address. I wrote them two letters stating my brother passed away almost 3 years ago and these materials are upsetting me greatly. They still keep sending materials. I told them this is a form of harassment. Can they be sued for harassment OR can I file a complaint with the federal gov't OR can they be arrested for criminal harassment? Every time I get these materials, I mourn for my brother all over again. I AM SICK OF IT!!!!! I need to get a letter of apology from them, but more importantly, I need them to quit sending me any more materials or correspondence. AARP is truly a scourge on America, and someone needs to put them out of business like the Attorney General!!!!!!
Business Response
Date: 02/02/2023
February 2,2023

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

Re: Complaint #********
***** *******
**** ************* **
Ashland City, TN *****

To The Dispute Resolution Team:

We are in receipt of your letter regarding ***** *******’s claim that he continues to receive AARP mailings at his address for his late brother despite his requests for them to stop. We have investigated his concern and welcome the opportunity to resolve this matter.

***** ******* was a valued AARP member for several years. His most recent renewal payment was for $45 for a 3-year term made on April 26, 2019. This extended his AARP membership to the end of July 2024. The last address posted to his membership file was the address cited above. This change of address was made on February 26, 2017.

We do not have any record on his profile asking for a cancellation of this membership or reporting his passing. We extend our belated condolences to *** *******.

I have cancelled the membership and processed a full refund in the amount of $45. *** ******* will receive this refund in the form of a check within three weeks.

As some of our mailings and those of our affiliated service providers, including the publications *** ******* provided in his complaint, are prepared ahead of their distribution date, it may take up to 12 weeks for this cancellation request to filter through our database and those of our service providers. We appreciate *** *******’s patience.

If *** ******* has any questions or concerns, or should he receive any mailings after April 27, 2023, 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,

Bruce B******
Consumer Care Ombudsman
[email protected]
Customer Answer
Date: 02/22/2023
[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.
--------- Forwarded message ---------
From: <*************@*******.***>
Date: Sat, Feb 18, 2023 at 11:23 PM
Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>

I would say that I am satisfied with AARP's response. However, I never want to receive any more materials from them WHATSOEVER!

Regards,

***** *******
Customer Answer
Date: 04/23/2024
[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: 18835984

I am rejecting this response because:

I have written several letters to AARP demanding they STOP sending me letters. I have told them, and told them, and told them that I do not want to get any more correspondence from them. They STILL KEEP SENDING ME LETTERS!!!!!!!!!!!!!! Is there anything I can do about this? I consider this a form of harassment! Would you ask AG ***************************** if he would file charges against them? Please let me know what I can do about this???? I am at my wit's end with this sorry leftist company. You tell them I am prepared to take legal action against them if they do this anymore!!!!!

Regards,

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

Business Response
Date: 04/24/2024
April 24, 2024

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

Re: Complaint #********
*************************
1008 Lockertsville Rd
**********************

To The Dispute Resolution Team:

We are in receipt of your letter regarding ******************* rebuttal that he continues to receive AARP mailings at his address despite his requests for them to stop. We have investigated his concern and welcome the opportunity to resolve this matter.

Our answer dated February 12 of last year concerned the address ********************************************. The attachments provided with Mr.******** rebuttal have an address of ********************************* which was not previously provided.

I have suppressed this alternate address from receiving mailings from AARP and our affiliated service providers. As some of our mailings and those of our affiliated service providers 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. We appreciate Mr. ******** patience.

If ***************** has any questions or concerns, or should he receive any mailings to this alternate address after July 17, 2024, 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 **************************************** 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,

*************************
************* Ombudsman
***************************************

Customer Answer
Date: 05/13/2024
Thank you BBB for taking care of this matter. If AARP stops sending me letters, then I am done. If not, I will litigate.
Initial Complaint
Date:01/15/2023
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.
I was sent an offer to join AARP and submit an order for $16 for a suitcase set. I joined. But I’ve NEVER received the suitcase set.
Business Response
Date: 02/06/2023
February 6,2023

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

            Re:      Complaint #********
*******************
                             **** ************
          Chesapeake Bay Beach, MD *****


To the Dispute Resolution Team:

We are in receipt of your letter regarding ***** ***** claim that she has yet to receive the luggage organizer premium offered on her AARP membership enrollment. We have investigated her concern and welcome the opportunity to resolve this matter.

************ enrolled in AARP on August 9, 2022 with a payment of $16 for a 1-year term. A 3-piece travel organizer was offered as an enrollment incentive. This premium item was ordered on the same date and shipped, via USPS, on August 15, 2022. The USPS tracking number linked to the item (**********************) shows that the premium only made it as far as the Capitol Heights, MD post office on August 21, 2023, but no further.

I have processed a request for a replacement 3-piece travel organizer. As a token of our good faith, we will be sending the premium via ******* ******* and ************ should have it within a few days from this response.

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
[email protected]
Initial Complaint
Date:01/13/2023
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.
There are two issues here. The first is that I have been incorrectly billed by AARP to renew my membership. I have called multiple times to resolve this, but I only get passed around, dropped calls, unprofessional staff and disrespect. It is draconian. The second is that I took an AARP online drivers safety course, and I complete it. Yet the system, which broke down more than once, failed to issue me a completion certificate. I called three times to fix the problem and dealt with inattentive and not good people. They were not helpful. They were unprofessional. They dropped calls. This is absurd and I protest. This company has failed miserably.
Customer Answer
Date: 01/23/2023
--------- Forwarded message ---------
From: ******************** <********************>
Date: Sun, Jan 22, 2023 at 11:46 AM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>

As of yesterday, this matter has been successfully resolved directly with the business. Can this been noted? Thank you.
Initial Complaint
Date:01/11/2023
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.
I purchased an electronic gift card for ******** cruise on Sunday, January 9th. After not receiving the gift within 24 hours, I contacted customer service. Representative said the card should have been received within 24 hours and she put a request to rush the delivery of the gift card. After 48 hours, I contacted again, was told they could do nothing about it and they had already requested the rush. After 72 hours I contacted again and was told there was nothing they could do. I asked to cancel the order and receive a refund and they ad used they could not do that either. This time the representative told me that E Gift cards take 5 days for delivery, despite all previous employees stating maximum of 24 hours. Now my card has a $450 charge on it that I don’t know when I’ll be able to get refunded and I haven’t received the gift card in time to make my pre cruise purchase that can be made no later than midnight before the cruise starts. Customer service abd their ability to resolve issues is horrible. 5 days to receive an e gift card is absolutely unacceptable. I will be preaching strongly against AARP membership to anyone who will listen to me.
Business Response
Date: 02/02/2023
February 2,2023

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

            Re:      Complaint #********
***** ****
                        *** * *********** **
          Lake Helen, FL *****


To the Dispute Resolution Team:

We are in receipt of your letter regarding *********** claim that he did not receive a link to the $500 ******** Cruise gift card he purchased within the expected 24-hour timeframe. Additionally, he claimed that an AARP representative stated his membership fee could not be refunded. We have investigated his concerns and welcome the opportunity to resolve this matter.

************ joined AARP with a $12 payment for a one-year term on January 8, 2023.On that date, he also enrolled in the AARP Rewards program and purchased a $500 ******** Cruise gift card for the discounted price of $450.

AARP Rewards states that the initial purchase transaction encountered a technical issue. Unfortunately, due to this issue, the gift card link was not transmitted to *********** until January 11. This technical issue has since been addressed.

The gift card in **. ***** possession can still be used for the purposes of booking ******** Cruises as well as for on-board expenses and ******** Cruise excursions.

Should ************ no longer have use for the gift card, we will, upon reviewing the gift card link and at his request, provide a refund.

Lastly, our agent should have cancelled **. ***** AARP membership with refund upon request. We apologize for this oversight and have forwarded the issue to our Learning, Performance and Improvement team for coaching. If cancellation and refund is still his desire, he can contact 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
***************************************
Initial Complaint
Date:01/08/2023
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.
I have written to AARP about the shamefaced lies they tell potential members. I have written to AARP requesting a complete refund of all monies that they received from me. I write to AARP about the barefaced lie of the type and kind of free luggage you promised to send me. I wrote to AARP advising that you remove my name and address from all your mailing lists and the mailing lists of any of your colleagues or cooperatives. Today I received another email from AARP requesting that I, an 88-year-old man, promise a monetary donation in return for a gift that I neither want nor wish to receive from AARP. All to no avail. By this email, I am asking that Better Business Bureau initiate a project to investigate your egregious behavior. I want this done to protect all older Americans from this abhorrent behavior abusing veterans and non-veterans alike. I also request that my $20 joining fee be returned but will forgo that request if action is taken to curtail and stop AARP, an organization that once had an outstanding reputation.
Business Response
Date: 01/20/2023
January 18, 2023

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

            Re:      Complaint # ********
                        *****************************
**** ************* Unit *
Lincoln, NE *****

To The Dispute Resolution Team:

We are in receipt of your letter regarding ******************************* claim that he requested a refund for his membership payment as well as removal of his personal information from our database. We have investigated his concern and welcome the opportunity to resolve this matter.

******************* joined AARP online for $12.00 on August 31, 2022 using a credit card. Our records indicate that ******************** called the AARP contact center on September 8, 2022, inquiring about free luggage he was offered with his membership and had not received. The agent clarified with him he was sent a four-piece luggage organizer for joining, and confirmed delivery of the premium from the **** website on August 22 at 10:40 AM to *******, ********. ******************** told the agent he was disappointed in his membership and wanted to cancel with a refund. The agent asked ******************** if he was certain he wanted to cancel, and ******************** decided to continue his membership with AARP. Our database shows no further communications from *******************.

As of January 18, 2023, we have cancelled ********************** membership with a full $12.00 refund that will go back to his **** card ending in ****.   We have also suppressed all targeted mailings (those specifically sent to ******************** at his address) from AARP and our affiliated service providers from the following address:

**** ********* UNIT *
Lincoln, NE *****

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, and therefore, ******************** may still receive mailings from our service providers in that time frame.

In addition to targeted mailings, AARP also distributes generic promotional pieces 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 **** mail, or inserted inside a subscription newspaper or catalog. Since these are mass generic inserts, we cannot control who receives them or whether the recipient lives in a 50+ household.

If ******************** continues to receive additional mailings after April 12, 2023, he may call me directly at **************, and it would be my pleasure to assist him further. We ask that he please have the specific mailing available, as each notice has specific codes that will aid in their identification. If more convenient, he 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:01/04/2023
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 the AARP (****** **********) ******** Advantage Plan 2 and it has a $70.00 Over the Counter benefit. You can purchase vitamins, items for antacid or bowels, medical items like thermometers, blood pressure wrist, bandages, poise pads and etc you can get with this $70 allowance. We have called AARP about 3 times in last couple days because we have tried to get items and the card wont scan. They keep telling us we should be able to use it, but it won't work. We have tried twice at ******* in past 2 days and then I went to ********* and its the same thing, (It won't scan). They are sending out faulty cards or something, because they told us in both places that they have had numerous people having the same problem. We thought this insurance would be simple but its done nothing but caused headaches. My wife has the same plan and her card won't scan either. I was able to get my medicine filled with the pharmacist, but they have a number to call to fill prescriptions.
Business Response
Date: 01/24/2023
January 24, 2023

BBB of Metro Washington DC &
Eastern Pennsylvania (Washington, DC)
1411 K St, NW 10thFloor
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 ***************** over the counter *****. 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 ***************** over the counter *****, we forwarded his complaint to UnitedHealthcare for investigation and response.

UnitedHealthcare has advised that ************** has been sent a new ***** on 01/14/2023 as part of the batch correction of cards sent earlier with an error in the bar code.

We truly apologize for any frustration *********************** experienced. Should he have any additional questions or concerns to bring to my attention after hearing from UnitedHealthcare, 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:12/17/2022
Type:Delivery 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.
My subscription to aarp expires April 2023 I have received 4 notices that I should renew. This is very deceptive. Seniors rarely remember renewal dates These notices imply you need to renew now. This is fraud and must be stopped! please AARP that is wrong and the practice should not be continued.AAAP of all should not be defrauding sweniors
Customer Answer
Date: 01/02/2023
Renewal notices months before actual renewal date is deceptive .AARP is misleading
subscribers(especially elderly) into belief they musyt renew. This practice must stop.
Business Response
Date: 02/09/2023
February 9,2023

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

Re: Complaint #********
**** ******
**** ** **** **
Fort Lauderdale, FL *****

To the Dispute Resolution Team:

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

*** ****** has been a valued AARP member for 34 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 *** ******’s behalf, 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.

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.

If Mr. Nugent 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,

Bruce B******
Consumer Care Ombudsman
[email protected]
Initial Complaint
Date:12/05/2022
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 spent two hours on the computer with AARP today trying to resolve an issue with one of the rewards programs. I had four different reps that I chatted with and none of them were able to help nor did they seem to know how to navigate the rewards program holiday hunt or their computer site, though that it is their jobs. They are suppose to be giving directions to help people, and they did quite the opposite. They kept repeating the same things over to me even though I told them I had already done that again and again, one of them suggesting I wasn't doing it correctly even though I was told to do just that. As a result, I ended up losing one of the rewards because it took to long to get there, the other two, they weren't able to help me assess at all. This is not acceptable business practice for such an organization. This is not the first time I've experienced computer issues with them,but it is the longest time I've had to be on the phone with the with no successful results and my losing rewards.
Business Response
Date: 12/28/2022
December 28,2022

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

Re: Complaint ********
*********************
**** ****************** #*
Ft. Collins, CO *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding **** ******’s complaint that she received poor customer service from our representatives and that she lost out on potential AARP Rewards as a result. We have investigated this matter and welcome the opportunity to respond.

*** ****** has been a valued member of AARP for five years. There is nothing connected to her membership profile showing a customer service exchange on or around 12/19/22. However, I exchanged voice mails with her on 12/6/22 and 12/7/22 respectively. At that time, she was having an issue accessing the reward associated with the “Holiday Hunt” game on the AARP.org Rewards site. When she left me a message on 12/7/22 she told me everything had been resolved and that the site was working correctly.

To that end, given the nature of this complaint, I called her today at ###-###-#### in order to address her concerns accurately. During our call she said that the AARP Rewards site is working correctly, her ****** is syncing properly, and she is earning the maximum number of points each day.

I informed her that I was following up with her related to this complaint, to which she said she considers the issue to be resolved. I encouraged her to contact me directly for additional assistance as needed. She said she would do so and thanked me for following up on the matter.

If she has any further questions or concerns, *** ****** 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 ###-###-####.

We apologize for any frustration this matter has caused her.

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,

Justin
Consumer Care Ombudsman
Customer Answer
Date: 01/04/2023
[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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