Complaints

This profile includes complaints for AARP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  AARP

  601 E St NW Washington, DC 20049-0001

• 

  AARP

  30 N 3rd St Ste 750 Harrisburg, PA 17101-1712

• 

  AARP

  1650 Market St Ste 675 Philadelphia, PA 19103-7340

• 

  Aarp

  118 N. Main St Concord, NH 03301

• 

  AARP Kentucky State Office

  10401 Linn Station Rd # 121 Louisville, KY 40223

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:11/30/2022

  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 a paid member of AARP and I have been unable to use my onine AARP rewards account to redeem points that I have earned. Ive been having technical issues with my rewards account since mid-September. There has been no fix. It was said that this was escalated to a designated team or engineer, but no one has provided me with any information. They continue to give me the runaround, hang up or just repeat the same "someone will contact you in 3-5 days" over and over again for months.In the meantime, I will be losing points as they expire without the chance of redeeming them as other paid subscribers have the opportunity to do. This is not acceptable. It has been reported that the issue started with ************** redemption in September. It was also fixed for a short period for one member before reverting to the same error message after site maintenance was done in November. This should be enough for IT to go on in finding a solution. I hope they fix the account so it is functioning properly.

  Business Response

  Date: 12/20/2022

  December 19,2022
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:      Complaint # ********
                          ***********************
  ** *************** **** **
  Dracut, MA *****  
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding *********************’s claim that she continues to have technical issues with her AARP Rewards account. We have investigated her concern and welcome the opportunity to resolve this matter.
  
  Our records indicate that ************ called the AARP contact center on October 12,2022, and at that time, a case was escalated to the AARP Consumer Care Ombudsman Team for further investigation.
  
  Prior to *********’s call to the contact center, the AARP Rewards team became aware of an issue that was impacting the users ability to redeem points which started September 9, 2022. The AARP Rewards team took the necessary steps to troubleshoot the error that same day, but unfortunately the fix did not completely resolve the issue. The Rewards team attempted multiple fixes in October and November. At the end of November, the Rewards team was able to identify the root cause of the problem with the AARP development team and deployed a permanent fix on December 2, 2022.  We apologize for any frustration this delay may have caused *************
  
  On December 13, 2022, a member of the AARP Consumer Care Ombudsman Team emailed *** **** that her issue had been resolved, confirmed an AARP Rewards point redemption from *** **** and sent her a $25 ********** to thank her for her patience.
  
  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,
  
  Lauren A******
  Consumer Care Ombudsman

  Customer Answer

  Date: 12/21/2022

  [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:11/23/2022

  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.

  I received a strange letter from AARP telling me congrats on my new insurance and that I have been accepted. Strange, because I was accepted three years ago with my Requested Term Life. So I called and the first was a Automation agent and this auto agent requested information to verify myself. Then sent me to real agent who then asked me to verify myself. then transferred me to another real agent. Then this agent (female) asked me to verify myself again! I was then told because I asked for proof of who requested ADD insurance because I have no real insurance ADD from AARP. I told the agent I already have $100,000. thru my bank. This agent told me I did. So I said mail me proof of this and Cancel this ADD ?Insurance only. I said I throw all those solicitations in the TRASH because I already have ADD insurance thru my Bank. getting tired of these mailing too I told and agent to stop Soliciting me but stated she cannot stop this solicitations. She said she needed to verify me first because she would need to transfer me ...again! Stated she to needs to transfer me because she cannot Cancel my insurance. I said that fine but I am getting very tired of "Being Verified" as I have been verified three times already. Once thru the automation, once thru the first person(male), Once thru you the woman I have been speaking too. She stated she will note all my information in the notes and that all verification will be noted and I will not need to verify anymore. I told her "Are you just saying this or is this true"! She stated that it is true, I will not be verified again and that all my information is placed into the "NOTES" and the next person will see this and not harass me to verify. I then get transferred to another woman who just wants to argue with me. I said, when she requested I verify my information I told her to "read the notes" twice, she still insists me too verify and I state "If you continue to argue with me about my verification and that I already gave you my "Base Certificate Number" I will just use the Better Business bureau to settle this, just cancel this Policy that I do not recall requesting. She started to argue about me not verifying again and I stated again I will use the Better Business Bureau If you "DO NOT Cancel this Policy" and send proof...my verification information is already placed in "YOUR NOTES"! She harasses/ insists again I verify...so I said good bye and hang up! Not gonna stand here and argue with this woman. So here am I placing arbitration thru the BBB. I also told the first woman to place me on "Do not Solicit" as they continue to shove this type of stuff down my throat once a month!

  Business Response

  Date: 12/14/2022

  December 14, 2022
  
  BBB of Metro  Washington DC &
  Eastern Pennsylvania (Washington, DC)
  1411 K St, NW 10th Floor
  Washington, DC 20005-3404 
  
  Attn: BBB Representative
  
  Re:*********************
  ***********
  
  Dear BBB Representative: This letter is in response to a recent complaint to the Better Business Bureau, filed by *********************. The issue is regarding a letter sent by *** *********Life Insurance congratulating member on enrolling in a plan. The member is stating that they didn't enroll into this plan. 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 the records with *** **** **** to address ****************** concerns. To assist, we forwarded the complaint on behalf of **************** to ******** Lifes Escalations Team to have a thorough review and investigation completed. *** **** **** Escalations Team will be reaching out to **************** to provide a resolution.
  
  We apologize for the inconvenience **************** has experienced. Should you have any additional questions, please do not hesitate to contact me directly by calling *************.
  
  Sincerely,
  
  Thelma G********
  Member Relations
  AARP Services, Inc. 
  620 F St, NW 
  Washington, DC 20004 
  AARP Case ID: ********

  Customer Answer

  Date: 12/16/2022

  ---------- Forwarded message ---------
  From: ********************* <*************************>
  Date: Fri, Dec 16, 2022 at 12:13 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]>
  

  
  

  The Company has fixed the issue without communication to the BBB or to me. They must have received the BBB complaint because why else would they be correcting the issue. My original Term insurance is still inforce and the Accidental insurance is cancelled and the monies refunded.

  Thank you BBB

  -*************************

• Initial Complaint

  Date:11/22/2022

  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 sent a check for $65.00 it cleared June 22/2021 for 5 yes for AARP. They already cashed the check with no problem but I never got the cards or the check I called several times about this and I decided to cancel in September/October waiting for the check. I called today 11/22/22 about not getting the check. I wanted to speak with a supervisor and was told since I'm not a member anymore I can't talk to anyone. It's been over 9 weeks since I cancelled my membership with AARP. They can't help me and was very nasty with me about this.

  Business Response

  Date: 12/16/2022

  December 16,2022
  
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:      Complaint #******
                          ********* ***********************, **.
  **** **********************/Lot ***
                          Mission, TX *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ******************************* claim that he had not received his AARP membership cards when he renewed and, upon the subsequent cancellation of his membership, had not received his refund check. We have investigated his concern and welcome the opportunity to respond.
  
  **************** has been a valued AARP member for 9 years. On June 22, 2022, he renewed his AARP membership for five years with a check payment of $63. This membership came with a premium item of a 5-port charging hub. At that time, his membership cards and premium item were ordered. **** tracking #********************** for the premium item shows it as delivered to the front desk, reception area or mail room at 9:35AM on July 7, 2022.
  
  **************** called our contact center on July 28, 2022 and stated that he had not received his membership cards and premium item. Replacements for both were re-ordered and **** tracking #********************** for the premium item shows it as delivered to the front desk, reception area,or mail room at 10:39AM on August 11, 2022.
  
  On August 10, 2022, **************** called again and another premium item (a tote bag). **** tracking #********************** shows it as delivered to the front desk, reception area or mail room at 9:31AM on August 25, 2022.
  
  All these shipments were made to the address above (and on his complaint).
  
  On September 13, 2022, **************** called our contact center,cancelled his membership, and asked for a refund. The refund was processed and approved on September 15, 2022 and the check was sent to the above address.
  
  Upon receipt of his complaint, our research with AARP Treasury revealed that the check dated September 15, 2022 had not been cashed.A stop has been put on that check.
  
  I made multiple phone calls to ****************, leaving my direct line for assistance (see contact information, below). We can re-issue a check;however, since we have third-party confirmation of multiple items arriving at **************** mail destination, I wanted to confirm with him that this is the best address at which to receive his refund check.
  
  **************** should contact call me directly at **************, and it would be my pleasure to assist him further. I am available Monday-Friday from 8AM-4PM CT.
  
  If more convenient, he may send an email to my attention at: ***************************************
  or mail to the following address: AARP, Ombudsman Team, ***************** Washington, DC  *****. 
  
  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: 01/18/2023

  [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 paid for 5 years with AARP. I never got the cards. I cancelled with AARP to send me refund still waiting for the check. I've called several times and since I. Not a member anymore I can't talk to anyone and they hung up on me.

  Regards,
  
  
  
  ********* ***** ****** **

  Business Response

  Date: 01/18/2023

  January 18,
  2023
  
  BBB of Metro
  Washington, DC and Eastern PA
  1411 K
  Street, NW 10th Floor
  Washington,
  DC 20005
  
              Re:      Complaint #******
                          ********* ***** ******* **.
  **** * ********** ******* */Lot ***
                          Mission,
  TX *****
  
  To The Dispute
  Resolution Team:
  
  We are in receipt of
  your letter regarding ********* ******’ rejection of our response dated
  December 16, 2022, stating that he never received a $63 refund for his five-year
  AARP membership renewal. We have investigated his concern and welcome the
  opportunity to respond.
  
  As previously stated,
  we made several attempts to call *** ****** to confirm his address, as AARP
  membership cards, AARP premiums and his $63 refund check had been sent to the
  address we have on file (and shown above). Our voicemail messages as well as
  our initial response to his Better Business Bureau complaint contained my
  direct contact information.
  
  I spoke with *** ******
  on January 9 at approximately 12:40PM PT. He had inverted a few numbers in my
  direct line and had not been calling me or anyone at AARP. He reached me
  through our main contact center phone number. *** ****** stated that he had
  never received the December 16th response from the Better Business Bureau.
  
  We reviewed his record
  and he asked that we send the re-issued $63 refund check to his mother-in-law’s
  address, nearby. The request for the refund check was sent for processing that
  day and the check was released on January 13, 2023. If he has not already
  received the refund at his mother-in-law’s address, he should shortly. He does
  have my correct phone number should he have any further questions.
  
  *** ****** can
  contact me directly at (**** ********. I am available Monday-Friday from
  8AM-4PM CT.
  
  If more
  convenient, he may send an email to my attention at: [email protected]
  or mail to
  the following address: AARP, 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:11/16/2022

  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.

  aarp keeps harassing me at my home with unrequested solicitations by mail and they will not stop, even though i asked to never be contacted. please remove my name and address from ALL Of your computer systems! do not give my personal information to other companies either. i never signed up for this, never requested this, and i do not know how you obtained my personal info but i'm pissed! do not call me. if you need any further info, only contact me by email!

  Business Response

  Date: 12/07/2022

  December 7,2022
  
  BBB of Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC  20005-3404
  
  Re:      Complaint ********
  *************************
  **** **************
  Dundalk, MD *****
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding *************************** complaint that he is receiving unwanted mailings from AARP and our affiliated service providers. We have investigated this matter and welcome the opportunity to respond.   
  
  I researched our database using the address, email and phone number provided in ****************** complaint, and was not able to locate any record for him. I have suppressed ***************** address from receiving future invitations to join AARP, as well as from receiving other targeted mailings from AARP and our affiliated service providers. The invitations to join may take up to six weeks to stop entirely, and the targeted mailings may take up to 12 weeks to stop entirely, as some mailings are prepared ahead of their distribution date.
  
  Should *************** receive invitations to join AARP after January 18, 2023 or targeted mailings from AARP or an AARP service provider after March 1, 2023, I encourage him to contact me via the email address or phone number below so that I can look into the matter further on his behalf.
  
  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 USPS 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 he 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, he can call me directly at ###-###-####.
  

  We apologize for any frustration this matter has caused him.
  
  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
  [email protected]

• Initial Complaint

  Date:11/15/2022

  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.

  AARP now requires a 2-step verification to log-in. For 2-step verification AARP requires: * Data Plan Messaging only, a $200 to $300 or more additional cost per year. A cost I cannot afford. * No email option, * No SMS text option, * No voice phone option. This is discriminatory, and Up-Sells data plans. Messaging is not available in basic phone plans. I have searched the AARP site and find no way of directly contacting them unless of course I am logged in which of course I cannot do because I cannot afford a Data Plan like many other retired and disabled persons.

  Business Response

  Date: 11/30/2022

  November 30, 2022
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
                 Re: Complaint ID  ********
  L P *****************************
              **** ****************
  Cincinnati, OH *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ********************* concern regarding AARPs requirement for two-factor authentication in order to log in to our website,www.aarp.org.  We have investigated his concerns and welcome the opportunity to resolve this matter.
  
  ********************* wrote to our AARP Chatbot on September 24, 2022 intending to get assistance with logging into AARP.org. The chat agent who assisted ********************* provided him with a contact phone number in an attempt to assist him further. We see no further communication from ********************** and we apologize for any frustration this may have caused him.
  
  As of November 30, 2022, we have contacted our technical team and have successfully added the phone number, ************** to **. *********'s account, matching to his email, *********************** If ********************** needs to reset his password or change his personal information, the system will require him to confirm identification via two factor authentication.
  
  Two factor authentication is optional as a consumer has to opt in to enable two-factor authentication. If a consumer does opt in, two-factor authentication is required to validate their identity and can be done through SMS text message or phone call voice options. At this time, AARPs security protocols require all consumers who opt in to phone verify using a US phone number. VOIP and other voice verification methods are not supported, as they have been shown to be vulnerable to identity fraud.
  
  We are committed to providing a safe and secure method for all our members.
  If ********************** should have other issues with AARPs two-factor authentication process, 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 it to the following address: AARP, Consumer 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,
  
  Lauren A******
  Consumer Care Ombudsman

  Customer Answer

  Date: 12/05/2022

  [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 need to follow the instructions in this resolution before judging it is satisfactory to me. 
  
  

  I cannot right now but will attempt login in the next couple of days per your instructions.  I will use the email address you have provided to inform you of problems or success

  Thank you.
  

  Regards,
  
  L P *****************************
  

• Initial Complaint

  Date:11/05/2022

  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 am member number *********-* and have been a member since 2014. It seems that it is AARP's practice to send out multiple billings for the same time period. For example, my membership expires in April but I just received in November yet another request for payment. There is no mention on the renewal statement as to when my membership expires. I typically receive 4 or more of these in a year. I am sure that many elderly people would become confused when they see a similar bill and write AARP another check. I consider this predatory marketing. If it isn't stopped I will be cancelling my membership.

  Business Response

  Date: 11/18/2022

  November 18,2022
  
  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 November 14, 2022 and transferred to our office for handling. The complaint is involved Ms. ******** concern about receiving multiple renewal notices for her membership. We have investigated his concern and welcome the opportunity to resolve this matter.
  
  AARP makes every effort to comply with stop solicitation requests. Our records reflect that ****************** has been a loyal member for 8 years under account #*********. Our system also indicates that the membership is due to expire April/2023 at the same address (PO Box *****, Fairbanks, AK  *****) listed in her complaint. Furthermore, it confirms the complainants last payment of $15 for a 1-year renewal term on April 22, 2022.
  AARP provides members the opportunity to control their communications. Under standard protocol, AARP sends a series of renewal notices as early as 6 months prior to the members expiration date providing members the option to renew at a time that is convenient for them and to offer our Early Bird Discount membership rates. AARPs policy is to refund membership fees to members who renew in error. Additionally, when an account receives more than two advance payments, a refund is automatically generated for the member. We apologize for any frustration these renewal notices may have caused.

  AARP also distributes generic promotional mail as part of our overall membership development program.  These pieces are distributed either in shared mail programs (i.e. promotional mailings bundled with other special offers from other companies), or as inserts to subscription publications. These pieces are neither addressed to nor targeted to a particular person or household.  Although the language on some of these generic pieces does include an offer to Renew your membership, these are mass mailings rather than targeted solicitations and we do not know or have control over who receives the solicitation or if the recipient is already an AARP member or if they live in a 50+ household. 

  As of today, November 18, 2022. I have updated **. ******** membership account so that she will now only receive one renewal notice a few weeks prior to the expiration date at the address (PO Box *****, Fairbanks, AK *****) listed on the complaint. A 30-day post renewal notice will be generated only if we do not receive a response to the initial renewal notice.  We ask that you please allow 6 weeks for this change to be effective. 
  
  If ***************** has any further questions, she can email me at: [email protected] or write me at the following address:  AARP Consumer Care Ombudsman Team-A9-135G, 601 E Street, NW 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,
  
  Angelo ** B***********
  Senior Ombudsman Analyst
  Consumer Care

• Initial Complaint

  Date:10/28/2022

  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 three times to be removed from their mailing list as well I as the mailing list for ************ insurance group. Yet they continue to harass me with maillings every month. Then they tell me my name and address are not in their files. I want this illegal harassment to stop.

  Business Response

  Date: 11/08/2022

  November 8, 2022
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:      Complaint # ********
                          *********************************
                          ********************
  Stockton, MO *****
  
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ********************’s claim that she continues to receive numerous unwanted mailings from AARP and our affiliated service providers after requesting that they cease. We have investigated her concern and welcome the opportunity to resolve this matter.
  
  Our records indicate that ********************** called the AARP contact center on October 12, 2022, and at that time, the agent suppressed all mailings to the following address:
  
  **** ********
  STOCKTON, Missouri *****
  
  During the call, the agent communicated to ********************** that she would no longer receive these mailings after 4-6 weeks. However, the agent failed to mention that it may take up to 12 weeks for service provider mailings to cease, as these are usually prepared ahead of their distribution date.  We apologize for this oversight and we have provided the appropriate feedback to the contact center management.
  
  If ********************** continues to receive additional mailings after January 4, 2023, she may call me directly at **************, and it would be my pleasure to assist her further.  We ask that she please have the specific mailing available, as each notice has specific codes that will aid in their identification. 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. 

  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 USPS 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.
  
  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,
  
  Lauren A******
  Consumer Care Ombudsman

• Initial Complaint

  Date:10/19/2022

  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 bought a $10 **** ****'s e-gift card from AARP rewards (Order # **************, AARP Member # **********) on Oct 18, 2022. The gift card turned out to be invalid/empty. I contacted AARP Customer Service by phone and spent 40 minute with different Customer Service Agents. Eventually they told me to wait and someone will contact me about my gift card. It has been over 24 hours, and I still have not heard from anyone at AARP. It is shameful how AARP is trying to defraud seniors. I'd like to get my $10 gift card as soon as possible.

  Business Response

  Date: 11/07/2022

  November 7,2022
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:      Complaint #*********
                          ***** *********
                          *** ***** ******** **
                          Rockville, MD *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding Vahan Grigoryan’s claim that he purchased a $10 **** ****’s gift card through AARP Rewards and has yet to receive the link to the gift card. We have investigated his concern and welcome the opportunity to respond.
  
  *** ********* has been a valued AARP member for 2 years. Our records show that he purchased a $10 **** ****’s gift card through our AARP Rewards program at the discounted price of $8 on October 18, 2022.
  
  According to our vendor, the gift card was fully loaded with $10 when the link was provided and the gift card was redeemed at the **** ****’s location in Rockville, MD on October 21, 2022, at 3:37PM.
  
  If *** ********* has any further 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, 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:10/19/2022

  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.

  AARP ******** Advantage will not cover a prescription ordered by two different specialists specifically for my condition. They have also failed to provide me with a written explanation for the denial despite repeated requests. None of my calls are returned. Since AARP's name appears on my membership card and the plan is called" AARP Advantage" I consider them the responsible party. Their customer service is horrible and it is very hard to understand the overseas representative whose first language is not English. They also lie. I was repeatedly told that the Doctors did not submit the proper paperwork... not true. Both Doctors provided evidence that they did submit the paperwork. When confronted they changed the story to a non-medical person deciding that my condition did not warrant this drug. Also a lie as it was prescribed by two different specialists. I was contacted by someone at AARP via email but there was no followup and still no written explanation (weeks into this matter) which I need to present to ******** in my complaint. They are wrong and they know it. I believe that money that could be spent for medical care is being paid to AARP so they will market this horrible plan as being good for seniors when the reality is just the opposite. The AARP Advantage plans are poorly rated by such organizations as ** ****** and ******** *******. I plan to file a complaint with ******** since I don't believe AARP Advantage plans adhere to ******** guidelines. These plans are NOT a good substitute for ******** as AARP would have you believe.

  Business Response

  Date: 11/04/2022

  November 4, 2022
  
  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 denied claim through ****************. This complaint has been referred to me for investigation and response.
  
  Please be advised that AARP contracts with providers to make products and services available to AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research and/or response. Since AARP is not the service provider, we unfortunately cannot access Mr. ********* records with **************** to address his concerns. To assist, we forwarded the complaint on behalf of ******************* to ***************** Escalations Team to have a thorough review and investigation completed.
  
  ******************** claims that AARP Medicare Advantage will not cover a prescription ordered by two different specialists specifically for my condition. They have also failed to provide me with a written explanation for the denial despite repeated requests. No written explanation (weeks into this matter) which I need to present to Medicare in my complaint." According to ****************, an email was sent to the member on 10/03/2022. The email contained the denial letter for prior authorization ********. ***************** representative made the member aware that it would be sent through secure delivery.
  
  ******************** claims that "None of my calls are returned." According to ****************, the member was contacted on 10/03/2022 and a discussion of the denial was performed. Another attempt was made on 11/3/2022, however, a message was left for the member.
  
  ******************** claims that "I was repeatedly told that the Doctors did not submit the proper paperwork... not true. Both Doctors provided evidence that they did submit the paperwork."
  According to ****************, the provider submitted the paperwork for the ** request. **************** advised the member that due to the denial, the provider ***************************** can submit an appeal to provide any medical documentation that can possibly help in getting this decision overturned. The member declined.
  

  We apologize for the inconvenience ******************* has experienced. Should you have any additional questions, please do not hesitate to contact me directly by calling **************.
  
  Sincerely,
  
  Thelma G*******
  Member Relations
  AARP Services, Inc. 
  601 E St. NW 
  Washington, DC 20004 
  AARP Case ID: ********

• Initial Complaint

  Date:10/18/2022

  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'VE CONSTANTLY CALLED AND ASKED TO BE REMOVED FROM ALL MAILINGS: MAGAZINES, OFFERS, BROCHURES BUT THEY KEEP SENDING ME HOARDS OF MATERIALS THAT I TOSS IN THE TRASH OUTSIDE THE POST OFFICE. PLEASE STOP SENDING ME ANY MAIL, I WILL NEVER, NEVER USE ANY OF YOUR SERVICES. IT'S TOO MUCH...TOO MUCH!!DO NOT SEND OR EMAIL ME ANY MORE PROMOTIONAL MATERIALS, BOOKS...STOP, STOP.IT'S MY LEGAL RIGHT NOT TO ACCEPT ANY OF YOUR MARKETING MATERIALS, MAGAZINES.NOW...STOP,STOP,STOP FOR THE 5TH TIME!!!!????????

  Business Response

  Date: 11/14/2022

  November 14,2022
  
  BBB of Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC; 20005-3404
  
  Re:      Complaint ********
  *************************
  ************************
  San Lorenzo, CA *****
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding *******************’s complaint that she is receiving unwanted mailings from AARP and our affiliated service providers.  We have investigated this matter and welcome the opportunity to respond.   
  
  **************** joined AARP on May 19, 2022 with a 1-Year membership.  Her account is active through May 31, 2023.  In her complaint, **************** referenced having called multiple times to address this issue.  Upon researching her account, I found one inbound call from her, which was placed on September 10, 2022. 
  
  I listened to that call in its entirety and can confirm that **************** requested to have all mailings from AARP stopped.  Additionally, I can confirm that the agent who handled the call did indeed block all mailings from AARP and our affiliates to **************** on September 10, 2022. 

  Unfortunately, the agent did not provide a timeframe for ******************** mailings to cease. 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 affiliated service providers. Should **************** receive any mailings after December 3, 2022, she may contact me directly and I will be happy to investigate further. We request that she have the specific mailing handy, so we may reference identification codes on the mailer.
  
  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 USPS 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 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, he can call me at (562) 496-5216. 
  
  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 A********************
  Consumer **************
  [email protected]

  Customer Answer

  Date: 11/16/2022

  [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:PLEASE TELL AARP TO REMOVE MY ADDRESS FROM ALL OF THEIR MAILINGS. YOU'RE VIOLATING MY PRIVACY AND I DO NOT WANT YOUR MATERIALS. LEAVE ME ALONE!!!
  
  Regards,
  
  *************************