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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.
If you've experienced an issue
Submit a ComplaintThe 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:10/13/2022
Type:Customer Service IssuesStatus: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 keep getting robocalls from AARP. I have called their national customer service line numerous times and asked them to stop calling, but they keep calling anyway. I just got another robocall from them today, and when I called their customer service number again and politely asked them to stop calling, the representative who took my call hung up on me, and when I called them back several times, they failed to pick up, apparently recognizing my number as of a complaint caller. I am absolutely sick to death of AARP harassing me with their illegal calls. I have filed numerous complaints with the Federal government about their robocalls, but no action has been taken. What can I do to get them to stop robocalling me?Business Response
Date: 10/19/2022
October 18, 2022
BBB of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005
Re: Complaint # ********
E Case
PO BOX (full address not supplied in complaint)
Portland, OR *****
To the Dispute Resolution Team:
We are in receipt of your letter regarding E Cases claim that they continue to receive robo-calls from AARP despite their requests to have these calls stopped. We have investigated their concern and welcome the opportunity to resolve this matter.
We attempted to search for the previous calls cited in the complaint, but were not able to find these requests using the number/information provided. As of October 18, 2022, we have added the telephone number listed in the complaint, ************,to all of AARPs telephone suppression files including all of our affiliated service providers. We also have added the telephone number to our Do Not Call list and ask they please allow 10 days for the telephone suppression to take full effect.
If they should receive telephone calls after October 28, 2022, they may call me directly at **************, and it would be my pleasure to assist them further. If more convenient, they may also send an email to [email protected] or mail it to the following address: AARP Consumer Care Ombudsman Team, 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,
Lauren A******
Consumer Care Ombudsman
[email protected]Customer Answer
Date: 10/23/2022
[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:I appreciate that AARP has finally promised to stop robocalling this telephone number of mine, but I cannot accept this promise as a resolution to the issue of AARP's ongoing engagement in illegal robocalling.
On its website, the Federal Trade Commission says this:
"A robocall trying to sell you something is illegal unless the company trying to sell you something got written permission, directly from you, to call you that way. To get your permission, the company has to be clear its asking to call you with robocalls, and it cant make you agree to the calls to get a product or service. If you give permission, you have the right to change your mind later.
A few types of robocalls are allowed under FTC rules without your permission, like political calls about candidates running for office or charities asking for donations."
(*******************************************************************)
While AARP has been randomly calling more than one of my telephone numbers throughout the past years, as well as millions of others', often under the guise of providing information of public interest, this supposed purpose does not qualify as an exception to the law, and its real goal has been clearly to gain more paid subscribers and thus increase its revenue.
In the future I could get another telephone number for either business or personal use via which I could once again become a victim of AARP, or AARP could, due to a technical glitch, resume calling one of my telephone numbers it has put on its repressed call list. Therefore, I cannot safely accept this issue resolved either the FTC has shut down AARP's illegal robocalling or it has publicly and truthfully announced that it has completely stopped all of its robocalling activities.
AARP should not be allowed to continue its illegal robocalling with impunity.
Thank you very much,
* ****Initial Complaint
Date:10/10/2022
Type:Product IssuesStatus: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 money order to aarp to renew my membership on october 4th 2022 i called them october 10th to get the status of my membership .they told me they could not tell if they got it ,it would take a month to check their mail box to see if they got the money order. i called customer service at aarp they told me to go to where i got the money order ,they could track it.I got the money order at ****** supermarket , they issed me a $30.00 money order, i filled out who it was for aarp . how could the track it ,they gave me a blank $30.00 money order, i filled out who the payee was ,how could they possibly track. aarp is giving me a run around .Business Response
Date: 10/17/2022
October 17,2022
BBB of Metro Washington DC and Eastern Pennsylvania
1411 K St. NW, 10th Floor
Washington, DC; 20005-3404
Re: Complaint ********
*******************************
********************
Quakertown, PA *****
To the Dispute Resolution Team:
We are in receipt of your letter regarding *********************** claim that the money order he sent to AARP on October 4, 2022 has not been applied to his membership with AARP. We have investigated this matter and welcome the opportunity to respond.
********************* has been a member with AARP for 10 years. In his complaint, he said he mailed the $30.00 money order to AARP on October 4, 2022. I can confirm that the payment was applied to his membership on October 13, 2022, and his account is now active through October 31, 2025. Apparently, the payment was mailed from Pennsylvania and we received it, processed it and applied it to his account within 9 days, a reasonable amount of time.
If he has any further questions or concerns, he 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 ###-###-####.
We apologize for any frustration this matter has caused ***********************
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 Care Ombudsman
[email protected]Initial Complaint
Date:10/06/2022
Type:Billing IssuesStatus: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 September 12,2022 AARP had issues with their web site. I tried to purchase gift card for 90.00. The site malfunctioned and I was charged 2 times for no cards. One charge has been refunded, my bank informed me that the one was a charge back, from a dispute, the other charge has not been refunded. AARP states everything has been credited and if anything is out their it will fall off. I have informed them that all charges have posted, nothing is pending and will not fall off. This has been going on for a month and they refuse to credit my account. I have spoken with several people and emailed people, and they agree they are at fault, but I send proof, and they say they do not see the charge, All I want is my money back since I did not get anything in return due to their error, As you see on the document I attached, I have 2 debits and one credit from AARP. I want credit for the debit that has posted, I did NOT receive anything for that debitBusiness Response
Date: 10/21/2022
October 20,2022
BBB of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005
Re: Complaint #********
*************************
*** ************ **
Edgewood, KY *****
To The Dispute Resolution Team:
We are in receipt of your letter regarding *****************'s claim that he attempted to purchase a ******** ****** gift card totaling $100 through AARP Rewards and, though charged, never received the gift card links. We have investigated his concern and welcome the opportunity to respond.
************* enrolled in AARP on April 4, 2022, at a discounted rate of $12/year. He enrolled in the AARP Rewards program on September 10, 2022. Additionally, on that same date, ************** attempted to purchase a $100 ******** ****** gift card at the discounted price of $90 through the AARP Rewards program. Unfortunately, at checkout, due to a now known technical issue, **. ****** purchase did not complete, but his credit card was charged.
On September 12, ************** contacted AARP through our online chat and by telephone to report the issue. This technical issue was not yet known to AARP at this time.
On September 20, the technical error had been detected and was in the process of being resolved. AARP directed a credit card refund in the amount of $90 on September 20th, which would have posted to his account on or about September 21st. Unfortunately, on September 20th ************** also disputed the charge directly with his credit card provider, and a chargeback request was presented to AARP. AARP then reversed the refund that it had previously issued and accepted his chargeback claim via his credit card provider. Having accepted his chargeback claim, the $90 charge that was made to his credit card account on September 10 was reversed and the temporary credit that was issued to his account by the card provider was made permanent. ************** was made whole.
We apologize for the technical issue and for any frustration ************** experienced. The billing adjustment he requested in his complaint has been processed.
If ************** should have any further questions, 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]
Tell us why here...Customer Answer
Date: 10/23/2022
[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:as you see with the documents originally sent, there was 2 vharges with a charge back. I still have a charge outstanding for something i did not receive. I want this taken care of. I have sent you proof you still have 90.00 of my money. This needs to be taken care of. As for emailing you that does not work as no one returns my emails.
What else do I need to do ? Get a lawyer? I know 100% I am in the right, I have sent you my checking account stay. As you know as a consumer, a charge back woukd show as a credit on your checking account. I have only ONE yet I have TWO debits.Regards,
*************************Business Response
Date: 11/04/2022
November 4,2022
BBB of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005
Re: Complaint #18178578
******* *****
*** ************ **
Edgewood, KY *****
To The Dispute Resolution Team:
We are in receipt of your letter regarding ******* *****’s dispute of our response dated October 30, 2022. We have investigated his concern and welcome the opportunity to respond.
The records provided by *** ***** and those of our credit card processing company were at odds. It appears that one of the refunds we provided may have been inadvertently negated by the credit card chargeback process. We continue to investigate this issue.
Today, we have processed a refund to *** *****’s credit card in the amount of $90. It should show as credited to his account within the next three business days, subject to his bank’s procedures.
Additionally, as a token of our appreciation for his patience through this process, I have ordered a $50 Make It Right gift **********, which he will receive, via USPS, within two weeks.
We apologize again for this technical issue and for any frustration *** ***** experienced. We do appreciate his continued support.
If *** ***** should have any further questions, 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:10/03/2022
Type:Product IssuesStatus: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 been harassed by this business without ever contacting them or providing any or my information. I receive contact mail communication with offers and it has my name and address. I want them ti remove ALL my contact details from their system and never contact me again.Business Response
Date: 10/07/2022
October 7,2022
BBB of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005
Re: Complaint #********
*****************************
***** **** ***** **
Austin, TX *****
To The Dispute Resolution Team:
We are in receipt of your letter regarding ********************'s request that she stop receiving membership and other solicitations from AARP and our affiliated service providers.
We have investigated her concern and welcome the opportunity to respond.
We have processed a request to suppress mailings sent to the name and address provided in the complaint (and above).
As some mailings are prepared ahead of their distribution date, it may take up to 12 weeks for this request to process through our database and those of our affiliated service providers
AARP also distributes generic promotional pieces that are sent out in mass mailings as part of AARPs overall membership acquisition program. These pieces are neither addressed to nor targeted to a particular person or household. They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail or inserted inside a subscription newspaper or catalog.
If **************** should receive any mailings after December 30, 2022, she may call me directly at **************, and it would be my pleasure to assist her further. We ask that she have the mailing available, as each notice has specific codes that will help us research the issue.
If more convenient, she may send an email to [email protected]or mail to the following address: AARP, Ombudsman Team, 601 E Street, Washington, DC 20049.
Again, we would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
Bruce B***********
Consumer Care Ombudsman
[email protected]Initial Complaint
Date:09/30/2022
Type:Service or Repair IssuesStatus: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 not received my supplemental benefits from being in the hospital. I have been told that I have two accounts and I should only have one account. I calling four times and spoke with several people who were unable to assist me.Business Response
Date: 10/12/2022
October 12, 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 supplemental benefits that **************** hasn't received. This complaint has been referred to me for investigation and response.
AARP has reached out to the *************** to gather additional information about her concern but was only able to leave a voice message. As of 10/12/2022, we have yet to receive a call back from ****************. I will be happy to investigate this matter further but in order to better understand the issue, we will need to speak with *****************
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:09/21/2022
Type:Product IssuesStatus: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 membership number is **********. I am requesting that you REMOVE my name and address from ALL third-party mailing lists. Please confirm by email to ***************** >>> ADDRESS: AARP, ********************** NW, Washington, DC, ******** >>> FOR THE BBB: >>> 1) I have called this business multiple times and either not received an answer or have been placed on hold for an interminable time. As a customer, I expect to be treated with more respect. My time is more valuable than that. >>> 2) I feel I have already spent an inordinate amount of time and effort to obtain answers to my specific questions. As a customer, I expect better ********************** from this business. >>> 3) This business was originally contacted by email. As a customer, I expect to be contacted in the same manner, i.e., by email. I do NOT wish to be contacted in my online account. Any response MUST be sent directly to my email account. >>> 4) Do NOT attempt to contact me at the telephone number listed with the BBB. Email is my preferred method of contact. I prefer to be contacted by email at ***************** Do NOT contact me by telephone. >>> 5) I do NOT resolve complaints by telephone or text. As a customer, I expect this complaint to be resolved by email. This complaint MUST be resolved by email. >>>Business Response
Date: 09/27/2022
September 27, 2022
BBB of Metro ************* &
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 mailings the member has received from third-party companies. This complaint has been referred to me for investigation and response.
We are sorry to learn that ******************** has been receiving these mailings and is requesting a suppression request. I have submitted a suppression to all companies. All AARP mailings, including those from Service Providers, except Renewal Notices, AARP The Magazine, and the Bulletin, will stop within 12 weeks. This is to ensure that the members name and address are removed from the mailing list.
Should she have any additional questions or concerns, 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,
Thelma G*******
Member Relations
AARP Services, Inc.
601 E St NW
Washington, DC 20004
ASI Case ID: ********Customer Answer
Date: 09/28/2022
[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. THANK YOU!
Regards,
***************************Initial Complaint
Date:09/19/2022
Type:Service or Repair IssuesStatus: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 became an AARP Member through the website and purchase Carnival gift cards 3 500 gift cards and one $100 gift card and the process of purchasing these gift cards I ran into a error I submitted it twice and still received the error with no receipt on my account. After the transaction I had a pending transaction for the total amount of 1,440 twice on my credit card. One declined because I did not have enough for two transactions. I called the call center on 9/16 and they stated they have no proof of my transaction and I could not speak to a supervisor because no one was available I waited over 20min for a supervisor. On Monday 9/19 my transaction posted for the amount of 1,440 and I have no gift cards. I spoke to a support by the name of Mary she was nice but still could not supply me with a supervisor. I held this time for about 15min. This is ridiculous I am missing 1,440 dollars and I have no gift cards. This website is supposed to protect the elderly but this is the first time I have been scammed for this large amount of money and it's AARP that is responsible.Business Response
Date: 10/04/2022
October 4,2022
BBB of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005
Re: Complaint #********
*****************************
**** * **** **
Cleveland, OH *****
To The Dispute Resolution Team:
We are in receipt of your letter regarding ******************************* claim that she purchased ******** Cruise gift cards totaling $1440 through AARP Rewards and, though charged, never received the gift card links. We have investigated her concern and welcome the opportunity to respond.
**************** enrolled in AARP on September 15, 2022, as a member under 50 with a discounted rate of $12/year. She enrolled in the AARP Rewards program on the same date.
On September 16, 2022, she attempted to purchase three $500 ******** Cruise gift cards and one $100 ******** Cruise gift card at the discounted price of $1440 through the AARP Rewards program. Unfortunately, at checkout, due to a now-known technical error **************** received a message stating something went wrong with your payment. Even though she received an error message, the payment processed, and her credit card was incorrectly charged. This was an ongoing problem with AARPs checkout process that has since been corrected.
The day of her attempted purchase, **************** called the AARP contact center to report the issue andas the technical issue was not yet knownthe agents instructed that the charge was only pending and would drop off if the transaction had not completed.
However, on September 19, the charge did post to ****************** credit card, and she called our contact center again. By this time, the technical error had been detected and was in the process of being resolved. AARP directed a credit card refund in the amount of $1440 on September 19th, which would have posted to her account on September 20th. Unfortunately, on September 19th **************** also disputed the charge directly with ********** (issued by her bank, ************ who immediately credited the $1440 to her account. As *************** had, in effect, received duplicative credits totaling $2880 (instead of the $1440 which was due to her), AARP then reversed the refund that it had previously issued and accepted her chargeback claim through **********/******* ***. In short, **************** has already been made whole and is not owed additional funds.
We apologize for the technical issue and for any frustration **************** experienced. The billing adjustment she requested in her complaint has been processed.
If *************** should have any further questions, 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 [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]Customer Answer
Date: 10/05/2022
[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: AARP deposited twice into my account. When ******* *** reimbursed me that made 3 total deposits on my account. AARP took another week to correct this mistake. They messed up my account balance for this period of time. AARP never contacted me to tell me this has been resolved. I want compensation for my time and suffering with this incompetent company. This is terrible what was done to my credit and my credit card. I also want an apology I want my membership dissolved with a refund of my 12 dollars as well. How dare you say I was made whole but your company continued to mess with my account and made more mistakes than the original problem.Regards,
*****************************Initial Complaint
Date:09/17/2022
Type:Product IssuesStatus: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 sent 3 messages to AARP to stop mail to my mother, ***** ***********, who died in Feb 2017. She lived at my home (same address as I gave here - **** *** ** ** #***, Washington DC *****). Would you as AARP to stop mail (and now sharing) and confirm to my email. I'm also a member of AARP and mail to me can continue. Thanks!Business Response
Date: 10/03/2022
October 3, 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 September 22, 2022 and transferred to our office for handling. The complaint entails **. ******* concern that he continues to receive mailings from AARP in his deceased mothers name (*********************************) after requesting a few times that these mailings cease. We have investigated his concern and welcome the opportunity to resolve this matter.
AARP makes every effort to comply with all stop mailing requests. Our system indicates that the late ************************** was a loyal member (#**********) of AARP since April of 1989 so we’re thankful for her 33 years of membership and want to express our condolences to *** ****** and family. Unfortunately, our records don’t show any previous communications from the complainant regarding this issue. We certainly apologize for any aggravation that these mailings may have caused *** ******. As a copy of the mailing(s) were not included in his complaint, we’re hindered from researching this matter any further.
As of today, October 3, 2022, I can confirm that the name Janet Wernsdorfer, and the following address have been added to all of AARP’s suppression files:
**** *** ** ** ***
Washington, DC *****
I can also assure you that *** ***** ***********’s passing has been noted in her AARP membership record.
We ask that *** ****** please allow 12 weeks for these suppressions and updates to filter through our database that generates these mailings.
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.
If *** ****** should receive additional mailings after December 23, 2022, he may call me directly at (**** ********, and it would be my pleasure to assist him further. We ask that he please have the mailing available, as each notice has specific codes that will help us suppress his name and address more effectively.
If more convenient, he may send an email to [email protected]
or mail it to the following address: AARP, Consumer Care, 601 E Street, NW A9-135G, 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*****
Consumer CareInitial Complaint
Date:09/12/2022
Type:Order IssuesStatus: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 care of ****** ****** AARP program, regarding a grievance we have with ***** Dental, the AARP provider of ****** insurance. I am very disappointed that I wrote them on AUGUST 6, 2022 and no response has been received at this end, and I have written again on SEPT 6th 2022. Someone at AARP needs to tell me why they have contracted with a company that does not reply to business letters with proof of fraud by a provider. We were sold ****** insurance by an AARP/***** agent who promised us two free cleanings per year. We were accepted as new patients at Dentists of ********** through the AARP insurance. They provided a traditional 15-minute ****** cleaning, with nothing touched below our gum lines. It was the usual ******** cleaning followed up by a rub of some kind of toothpaste and a light flossing. Upon departure, I was informed that this did not qualify for the two free cleanings that we are supposed to get with ********* USA. Please note that I called ***** for clarification that day, and wrote about the quality issue to the woman (*** *****) mentioned in the booklet that came with my AARP ********* USA Insurance. provided to me with my cards. My letter to her has STILL not been answered by ********* USA and I wrote a month later with a follow up. Because I complained about the nearly $200 charged me for these two lightweight cleanings, Dentists of ********** send me a letter advising us that the “trust needed between doctor and patient” is not there, and that they will no longer be our dentist. So – not only was I provided the wrong billing amount (there’s no way you can do a Peridontal cleaning in 12-15 minutes), I lost my dentist and had to start again. I would to have this matter addressed by AARP, an organization I have trusted with my insurance in the past.Business Response
Date: 09/23/2022
September 23, 2022
BBB of Metro Washington DC &
Eastern Pennsylvania (Washington, DC)
1411 K St, NW 10th Floor
Washington, DC 20005-3404Attn: 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 grievance decision pending from ***** Dental. This complaint has been referred to me for investigation and response.
Please be advised that AARP contracts with providers to make products and services available to AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research and/or response. Since AARP is not the service provider, we unfortunately cannot access *** ******’s records with ***** Dental to address his concerns. To assist, we forwarded the complaint on behalf *** ****** to ***** Dental’s Escalations Team to have a thorough review and investigation completed.
***** Dental’s Escalations Team has advised that the most recent grievance CMP-183429 was filed 9/12/2022. Grievance and appeals have up to 30 days to provide a resolution. Currently the *** ******’s case is still in pending status. Once resolved, *** ****** will receive the resolution letter.
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.
650 F Street, NW
Washington, DC 20004
AARP Case ID: ********Customer Answer
Date: 09/27/2022
[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:The BBB did not read my complaint. I filed a written complaint with full details on August 6th, after service on the 4th of August and calling in at that time. My letter should be the date of the investigation, as I wrote a letter with all details required to the organization's person responsible for quality. In the AARP package that came (yes, AARP ***** Dental program on the envelope) there was a booklet included. In that booklet, there are several sections about what to do if a problem arises, and who to write and at what address. I sent that person (*** *****) a complete package on the 6th, per the instructions in the AARP ***** Dental booklet. That should have been enough to get things started.
When nothing came back to me, I wrote again, this time enclosing the dental records from Dentists of ********** and my previous letter. This second package was sent on 8/23/22. That was sent to both *** ***** as well as the address provided by an AARP ***** Dental employee who gave me the address for the "Grievances" department who would be investigating.
No response was recceived. I have called them numerous times as a result. The letter I received, finally in mid-September, ssys that I need to wait until October 12th for a reply because the first they heard of my issue was September 12th (the date of my 7th call to the company). I have since called and have been promised on two occasions that a supervisor would reach back to me within "24 to 48 hours" and many days have passed. The last time I called them, I was on hold for 45 minutes and on two occasions women would pick up the call, ask my name and the line was disconnected, causing me to have to call and start again from first base with the phone line.
This company does not live up to the promise of AARP and the service provided is no where near what the service is on the Medicare Supplement side. This company needs to be separated from AARP and a new supplier of Dental insurance identified. I count on AARP for a resolution here. I am still being billed for Dental Insurance all throughout this extended period of time of my interactions with ***** Dental. I do not want to lose the insurance, but I want a refund of what I paid to Dentists of ********** for two cleanings, both of which were 12-15 minute affairs and nothing "peridontal" about them. Dentists of ********** has mislabeled the work in order to get nearly $200 from my wife and I. We have since found another, highly ethical dentist in the area and we will continue with that provider, but a proper response from AARP is required here.
Please note that it is evident that someone replying from AARP does not even take the time with BBB complaints to read the detail, as I have to repeat that in my note today.
Regards,
***********************Initial Complaint
Date:09/01/2022
Type:Service or Repair IssuesStatus: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.
As a member of AARP I received advertisement regarding an exclusive offer to reduce my auto insurance. I contacted AARP by phone on 8/29/2022. I was quoted by agent annual price of $2031.00 if paid in full, monthly price of $2191.00 year with initial payment of $204.xx and $183.xx a month for 10 months. At this time I provided all information to agent and absolutely asked if this was an accurate quote of which the agent replied yes it is. I also received several emails of which one had the amount of coverages I requested along with the monthly payment amount and yearly options. On 9/1/2022 I contacted AARP to further inquire about the quote to see if any additional quotes would apply which agent stated that I did qualify. Agent then quoted me a price approx $300 more per year than previous quote. The quote on 8/29/2022 did not include a driver discount for my safe record at the time but supposedly did on 9/1/2022. I informed the agent that I felt that I had been mislead and steered and that it was a bait and switch tactic.Business Response
Date: 09/15/2022
September 15, 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 quote discrepancy concerns with The Hartford. This complaint has been referred to me for investigation and response.
Please be advised that AARP contracts with providers to make products and services available to AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research and/or response. Since AARP is not the service provider, we unfortunately cannot access ************** records with The ******** to address his concerns. To assist, we forwarded the complaint on behalf of ************* to The ********'s Escalations Team to have a thorough review and investigation completed.
The ********'s Escalations Team has advised that on the second call the member made to their sales department on September 1, 2022, the sales department noticed that the member’s VIN number to his vehicle was not provided when he called previously. When they added the VIN number on September 1st, this caused the quote to increase. The ******** explained that auto insurance insures the car that is listed on the policy, and each vehicle has unique features which are considered in pricing. They contacted the member to explain.
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.
650 F Street, NW
Washington, DC 20004
AARP Case ID: ********
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