Business Profile

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AARP

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Complaints

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

Customer Complaints Summary

277 total complaints in the last 3 years.
108 complaints closed in the last 12 months.

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

Initial Complaint
Date:03/19/2025
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.
Trying to contact someone with AARP to discuss an issue I'm having andASSumed that they advocated for their members. I've been given questionable information by their service ***** I have asked specific questions that they refused to answer and I was told I was being rude. And one of the **** even decided I needed to hear a run down of the benefits I have, not the reason for my call. Called my state office on 3/18 and left a message for a Ms ******** called again today to leave another message since AARP apparently tells their employees not to talk to members?? When I explained my issue with state office they ended up transferring my back to HQ in **. This organization could possibly be investigated as a scam. I have yet to feel as if they advocating on my behalf. I would like a written apology signed by the CEO clearly explaining why AARP functions in this manner mailed to my address.
Business Response
Date: 03/24/2025
March 24, 2025

The Better Business Bureau of ******************* and
**********
*****************************
**********, *******; 20005

Re: Mr. ***** **********, Case # ********

We are in receipt of your letter dated March 19, 2025,regarding the complaint of ***** ********** regarding an issue involving law passed in 2022 called Reeses Law. This law aims to protect children from swallowing button sized batteries. The member was upset about this law because the packaging for the batteries used by the member for hearing aids was changed and scissors are required to open the battery compartment and hes not able to use scissors to open the batteries in public venues.We have investigated Mr. ******************** and welcome the opportunity to respond.

Our records show that Mr. ********** contacted AARP on March 18 and March 19, 2025, via phone and chat, to request AARPs help to advocate on this specific issue. Both agents he spoke with attempted to provide the contact information for the AARP Pennsylvania ************ and offered a transfer to someone there to address his concerns. However, the member was not satisfied with the agents attempt to assist the member. To address Mr. *********** complaint that one of the agents disconnected the call, the agent did notate that the disconnect was accidental when attempting to transfer the member to a supervisor. We apologize for this happening. It was not the agents intent.

At this time, AARP has not developed a public policy position on this specific issue. However, we have taken note of his comments and will consider them as we continue to update our public policies. which can be found here: **********************************************. Our public policy positions are determined by the AARP Board of Directors through a process that is supported by extensive input and analysis of the views of AARP members and those people 50 and older throughout the nation. Staying in close touch with the interests and concerns of people aged 50 and older allows us to gather the views of a diverse cross-section of volunteers, members, and the public to inform our policy analysis and recommendations.

All of our public policies are strictly nonpartisan, focusing on issues, not partisan political considerations. Every two years, AARP publishes The Policy Book and a companion Policy Fundamentals to inform people about our public policy positions. AARPs Policy Book can be found here: ********************************************** and Policy Fundamentals here: ******************************************************************************************.

If Mr. ********** should have any questions or additional concerns, he may contact me
directly at **************, and I will be glad to assist him further. I also can be reached via email at ***************************************************************** or mail at the following address: AARP ************* Ombudsman Team, **************************************

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible,effective consumer advocate. We appreciate and value Mr. *********** 2 years of membership with AARP.
Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************
Customer Answer
Date: 04/01/2025
[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: 23088402

I am rejecting this response because:
First and foremost they claim I refused the contact information for the AARP Pennsylvania. I told them I didn't need the information as I had already obtained the information via the Internet. BIG difference.
Secondly, If call was "dropped" why not call me back and continue the conversation, AARP does have my contact information.
Third, their policy handbook is not current as listed on their website. The one available is for 2023 - 2024, last time I checked my calendar it was 2025.
Grateful they have refunded my membership fee, but let's get the facts straight.

Regards,

***** **********
Initial Complaint
Date:03/06/2025
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.
Hello AARP:This is regarding your rewards program. I have not been able to use my Instant Wins since February 12th, 2025.I have got in touch numerous times with no results other than it has been escalated, and I need to wait. No one has gotten back to **** have been a member for years. I feel I am not getting what I paid for. I want results, not excuses.This is the 2nd time this has happened to me. Very frustrated.
Business Response
Date: 03/19/2025
March 19, 2025

The Better Business Bureau of ******************* and
**********
*****************************
*******************; 20005

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

We are in receipt of your letter dated March 6, 2025 regarding the complaint of ******** ***** that she was unable to utilize her Rewards account for Instant Win contests. We have investigated Ms. ***** inquiry and welcome the opportunity to respond.

Our records show that Ms. ***** contacted AARP on February 13, 2025, via chat, to report difficulties redeeming points for Instant Win contests on our AARP Rewards website. The agent on the call advised the member there was an issue with her Rewards account and needed to escalate to another department for further assistance. To avoid any further issues, please ensure to follow the program guidelines.

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

The Rewards access was restored on March 8, 2025, and the member is now able to participate in the Instant Win contests.

If Ms. ***** should have any questions or additional concerns, she may contact me
directly at **************, and I will be glad to assist her further. I also can be reached via email at ***************************************************************** or mail at the following address: AARP ************* Ombudsman Team, *********************************************************************

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible,effective consumer advocate. We appreciate and value Ms. ***** 20 years of membership with AARP.

Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************
Initial Complaint
Date:03/03/2025
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.
My wife and I was scheduled to have our taxes done at the ******************** in **** on February 12th 2025, just like we did the year before. The year before we were asked if we had any tax rebate upgrades to HVAC/ solar etc.. We said no. This last year our furnace was condemned due to cracks found so had a new system put in, and we also had solar panels installed. So we went into our appointment and was turned away, as they stated we are told we cannot do these anymore from guidance from AARP. We left and ******. I called AARP and made a complaint and they said they will send this up. The following week I called the AARP office in ************** where the lady was pretty darn rude, and said you need to wait for them to respond withing in 5 to 7 days. No response so I emailed them: Lash **************************************************** My name is ******* *****, 349 580 0678 2/5/2025 and I will probably be leaving AARP as I called in a complaint regarding my wife and I going to a location to get our taxes done for the year, but was turned away because we had a tax credit for a HVAC system that was installed, along with solar panels that were needing a federal credit. They informed us that they were not allowed to file these as AARP told them they cannot file these anymore. This may I say is BS as these are standard filings for taxes, so I went home and called AARP to file a complaint. I waited a few days then called the AARP in ************** as we live in ****. The lady was to say the least flipping snotty and said I see your complaint, and someone will call you in a couple of days. Well no one called me, so I found a local tax professional and had it done, where it cost me $150 bucks to find out I would not be able to receive the tax credits because my income is nontaxable as I am a disabled veteran, and there is no taxes being taken out of my wife social security. I am upset for several reasons, but extremely disappointed with AARP as you do not support your customers.
Business Response
Date: 03/17/2025
March 17, 2025

The Better Business Bureau of **********************************
*****************************
**********, *******; 20005

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

We are in receipt of your letter dated March 3, 2025 regarding the complaint of ******* ***** that he was unable to complete a tax return with the AARP Foundation Tax-Aide (Tax-Aide) in ****. We have investigated Mr. ****** inquiry and welcome the opportunity to respond.

AARP Foundation Tax-Aide, with more than ****** AARP Tax-Aide volunteers work in cooperation with the Internal Revenue Service (***) to prepare more than 1.5 million returns each year. Our volunteer counselors are trained and ***-certified at the advanced level every year.

The services provided by Tax-Aide are limited in scopethe service is intended for simple individual returns, not business returns, self-employment returns, or returns that involve other complicated tax issues. Those scope limitations are set forth by the *** instructions for volunteer tax programs and clearly communicated to those intending to utilize Tax-Aides services. The *** scope and Tax-Aide training focus on the most common tax law and tax forms used by low to moderate income taxpayers.And of course, volunteers are trained only in tax issues relevant to preparing returns that are within that scope. In other words, they are not authorized by AARP Foundation or the *** to exceed that scope.

Our records show that Mr. ***** visited Tax-Aide on February 12, 2025, at the ******************** in ****. The Tax-Aide lead volunteer counselor determined that his tax return was out of scope due to multiple energy credits being requested---including solar.Before declining to prepare his tax return, the tax counselor reviewed the Scope Manual and consulted with the training specialist to confirm the return was out of scope.
Tax-Aide lead volunteers thus advised Mr. ***** to seek a paid preparer of his choice, and explained what documentation he would need to take with him. He was unhappy with the outcome, as he did not want to pay for tax preparation services. Nonetheless,his tax situation simply did not qualify for Tax Aide services. While Tax Aide volunteers always strive to assist taxpayers when possible, they are unauthorized by both the *** and AARP Foundation to process out-of-scope tax returns like ******** was requesting.

If Mr. ***** should have any questions or additional concerns, he may contact me
directly at **************, and I will be glad to assist him further. I also can be reached via email at ***************************************************************** or mail at the following address: AARP ************* Ombudsman Team, **************************************

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. We appreciate and value Mr.LaRues 3 years of membership with AARP.

Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************

Customer Answer
Date: 03/17/2025
[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]
The previous year they asked me if there was any solar credits or energy credits which there was not, because I did have any installed at that time. 2024 was a different story as my furnace was found to have cracks, so it needed to be upgraded before winter. I have limited income, as my wife has social security and I am a disabled veteran, so there should of been no reason to not have had my taxes done as this is a common task and not something going outside of the norm. As a paying customer I expected this simple tax credit should of been done with ease. As it stands I will be calling up and canceling my membership.
Complaint: 23014822

I am rejecting this response because:

Regards,

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

Customer Answer
Date: 03/18/2025
Yes I am ok with you posting this for all AARP members to read in its entirety as there is no profane or unsightly remarks. Just the truth. I have already turned off my automatic yearly membership, and when I have someone over the age of 55 talk to about AARP I will suggest they pass by as its a waist of time.
Initial Complaint
Date:02/27/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally request that you cease and desist all unsolicited advertisements to my address. Despite my previous letters requesting you to stop sending these solicitations, I continue to receive them.This ongoing issue has caused significant inconvenience and is a direct violation of my request for privacy. Please understand that should these unsolicited advertisements continue, I will have no choice but to pursue legal action to protect my rights and ensure compliance. Furthermore, I do not care about what market you are targeting; I demand that you stop all solicitations to my address immediately.I expect immediate action to be taken to halt all solicitations to my address.Thank you for your prompt attention to this matter.
Business Response
Date: 02/27/2025
February 27,2025

BBB of ****************, ** and Eastern PA
**************************************************;
************** 20005

            Re:      Complaint #********
S Messiah
***** Westview
*******, ** 07885

To the Dispute Resolution Team:

We are in receipt of your letter regarding S Messiahs claim that s/he receives mailings from AARP would like them to stop. We have investigated this concern and welcome the opportunity to respond.

AARP provides the opportunity for members to control their communications. The email address S. Messiah provided was globally opted-out in our system on 1/26/2023.I have added a suppression for all AARP mailings sent to S Messiah at the address, above, as well as added the phone number provided into our do not call registry.

As some mailings are prepared ahead of their distribution date, it may take up to six weeks for this request to filter through our database. We appreciate S Messiahs patience and understanding.

Should S.Messiah receive any mailings after April 10, 2025, s/he should feel free to contact me directly through any of the channels, below, and I will be happy to assist.If s/he has the specific mailing handy, we will be able to effectively research the issue.

************ has any other questions or concerns, s/he may call me directly at **************. If more convenient, s/he may send an email to *****************************************************************,or mail to the following address:
AARP,Consumer Care 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 Team
*****************************************************************
Customer Answer
Date: 03/07/2025
[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:

It is concerning that my information was globally entered into your database without my consent! Also, it is troubling that I had to go through such means in order to get my concern rectified. Your business should provide an easier way to communicate such as a telephone number on the mailings you send out.
However, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

S. Messiah
Initial Complaint
Date:02/26/2025
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.
The AARP Rewards site has had technical issues since October 2024. Many member accounts were flagged, including mine, for no reason. It took weeks for AARP to address these issues. In the meantime, members could not earn nor redeem points. I was told that any points that expired during this time (total of *******) would be reinstated since the issue was AARP's mistake. I have tried since November to get the points reinstated. Now they are reneging on that promise and told me according to the "terms and conditions" they can't reinstate the points. Why should I be penalized for AARP's mistakes and technical issues? It's not only about the points but the principle. Many members complained about the ongoing technical issues for months. It shouldn't be so difficult and time consuming to do the right thing.
Business Response
Date: 02/28/2025
February 28th, 2025

The Better Business Bureau of ******************* and
**********
*****************************
**********, *******; 20005

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

We are in receipt of your letter dated February 26, 2025,regarding the complaint of ***** ******** claiming that she was unable to redeem her Rewards points and requesting the expired points be credited back to her membership. We have investigated Ms. ********* inquiry and welcome the opportunity to respond.

Our records show that Ms. ******** contacted AARP on November 4, 2024, via chat, to report difficulties redeeming points on our AARP Rewards website. The agent on the chat advised the member there was an issue with her Rewards account and needed to escalate to another department for further assistance.

The next contact with Ms. ******** occurred on November 21, 2024, with a member of our ************* Ombudsman Team. Ms. ******** was advised that our technical support team was reviewing the issue with her Rewards account and to reach back out if she had any questions. On November 26, our Ombudsman Team member emailed Ms. ******** to advise that her issue was resolved and to reach back out if they had any further questions.

Per our terms and conditions, points earned will expire on the first day of the month one year after they were earned. Further, the Programs Terms and Conditions state that Sponsor reserves the right to suspend or discontinue the eligibility of any Participant account at its discretion, with or without notice. Termination, modification or suspension may affect a Participant's ability to redeem accumulated Rewards Points earned.

If Ms. ******** should have any questions or additional concerns, she may contact me directly at *************, and I will be glad to assist her further. I also can be reached via email at ***************************************************************** or mail at the following address: AARP ************* Ombudsman Team, *********************************************************************

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. We appreciate and value Ms. *********38 years of membership with AARP.

Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************

Customer Answer
Date: 03/03/2025
[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: 22992770

I am rejecting this response because:
We are going around in circles. Why are members penalized for AARPs failure to maintain a working site? The technical issues persisted for months. AARP even took the site down completely on several occasions to perform maintenance. Each time when the site came back up, the technical issues were just as bad as before.

If I had access to the site, I would have redeemed all the points for both months. It took AARP weeks to fix the issues with my account and then there were ongoing technical issues sitewide that prevented all members from earning and redeeming points.

I was not able to redeem points through no fault of my own. I also was told that the points would be reinstated, and I relied on that. Why wouldnt you honor that promise? Its just baffling.

Why has this been so difficult and time consuming? What am I missing?

Its not about the points. Its about my time. I have (regrettably now) wasted hours of my time earning the maximum number of points on a daily basis.

Thank you.

Regards,

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

Business Response
Date: 03/17/2025
Hello, we are awaiting response from the AARP ****************** Team -- after their return from a conference last week. We will need another five days.
Business Response
Date: 03/24/2025
Good morning, after consulting with my manager, I've sent an email response directly to the member in the hopes of resolving the issue. Please see the response sent to the member below: -*****
Dear Ms. ******************* would like to apologize for the inconvenience you encountered when attempting to redeem points on AARP Rewards. We are delighted to inform you the issue has been resolved, and you can now redeem points on our website.

Regarding the points that expired, AARP Rewards points are non-transferable and expire on a rolling 12-month basis. Your points expire one year after you earn them on the first day of the following month. For example, any unredeemed points earned in January 2025 will expire on February 1, 2026. You'll also be reminded about upcoming points expiring on your monthly AARP Rewards Account Summary. This email is sent at the beginning of each month.

However, due to the delayed resolution and inconvenience, we have issued you $50 Make It Right gift card. The gift card will arrive in the next couple of weeks via **** mail.

If you are experiencing new problems regarding point redemptions, please feel free to reply to this email ***************************************** or you can call me directly at ************. Im available Monday through Friday, from 8:00AM to 5:00 PM EST.
To expedite your request, please use this direct number as the general customer ********************** center cannot redirect calls to my line.

Thank you for your patience and for your 38 years of membership with AARP.

Sincerely,
*****
AARP ************* Ombudsman Team
Customer Answer
Date: 03/25/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ********
Initial Complaint
Date:02/24/2025
Type:Billing 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 family member and I have been paying AARP members since 1991. In fact, I often encourage family and friends at my senior center to sign up for the magazines, discounts and rewards. For the past few weeks, I have been unable to watch videos correctly, earn and redeem points. You would think as a over thirty year member I would be able to get someone to help me. I am filing this complaint to get our rewards account fixed. I paid for a membership and we should be able to use it. Thank you, Sut
Business Response
Date: 03/10/2025
The response for Complaint # ******** is attached.
Thank you for time.
***** ******
Customer Answer
Date: 03/21/2025
I attempted to reach AARP at the provided number but was unable to get a response. Additionally, the recent email did not specify what further information is needed regarding my account.
I believe there may be confusion due to similar email addresses among family members. To clarify, each of us has our own membership. My daughter created an email account for me since I was unfamiliar with the process, and she also assists with some of my payments. I recall an instance where a message intended for her was mistakenly sent to my email, which may have contributed to the confusion.
I am happy to provide proof of my membership, as is every member of my family. Please let me know what specific information or documentation you require to resolve this matter.

I appreciate your prompt attention to this issue and look forward to your response.
Business Response
Date: 04/04/2025
Dear Better Business Bureau,

I am writing to request a five-business-days extension to reply to the member's response. We are still awaiting further information from the AARP Rewards team, which is essential for us to provide a comprehensive response.
We appreciate your understanding and support in this matter. Please let us know if this extension can be granted.
Thank you for your attention to this request.
Sincerely,
***** Castro AARP Consumer Care Ombudsman Team ************
Business Response
Date: 04/08/2025
Thank you for bringing this matter to our attention. Attached is our response.
Sincerely,
***** Castro ************* Ombudsman *****************************************************************
Customer Answer
Date: 04/14/2025
[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: 22984006

I am rejecting this response because: the AARP ************* agent does not answer her emails or the phone number provided. She has provided no evidence to me of the accusations nor does she allow me to respond. This is a well known issue with their rewards program and others have reported the same issues.

Regards,

Sut Choy
Initial Complaint
Date:02/22/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Paid 35 dollars for 50 petsmart gift card(special on aarp rewards website.) Neve received and fruitless terrible cusomer service trying to resolve. Matter of fact somehow this triggered banning me from rewards site and they cannot give me a REASON WHY.
Business Response
Date: 03/03/2025
March 3, 2025

The Better Business Bureau of ******************* and
**********
*****************************
**********, *******; 20005

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

We are in receipt of your letter dated February 22, 2025,regarding the complaint of **** ***** claiming that he did not receive his $50.00 Petsmart Gift Card that he purchased on our Rewards website and his earlier issue redeeming points. We have investigated Mr. ****** inquiry and welcome the opportunity to respond.

Our records show that Mr. **** was provided with the following information regarding his issue redeeming points.

AARP Rewards' purpose is to help our users make life's transitions meaningful and achievable. We want our users to be rewarded for learning, and our rules are to ensure that all can participate on a level playing field.

In accordance with our terms and conditions, any points acquired through fraudulent means or gaming tactics violate the rules of the program. This includes but is not limited to:
Actions that circumvent meaningful engagement with program content.
Behaviors that exploit program features to earn points in a manner inconsistent with intended use.
Any methods used to manipulate point accrual or activity tracking.

To avoid any further issues or administrative actions, please ensure you follow the program guidelines and comply with the outlined terms and conditions.

Regarding the $50 PetSmart gift card that he purchased on January 23, 2025, we have confirmed the transaction was not successful and the payment was voided on March 3, 2025.

If Mr. ***** should have any questions or additional concerns, he may contact me directly at *************, and I will be glad to assist her further. I also can be reached via email at ***************************************************************** or mail at the following address: AARP ************* Ombudsman Team, **************************************

We apologize for any inconvenience caused by the unsuccessful transaction experienced by ********* Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. We appreciate and value Mr. ****** 7 years of membership with AARP.
Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************
Customer Answer
Date: 03/04/2025
[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 partially satisfactory to me. I do not appreciate accusing me of "acquired through fraudulent means or gaming tactics violate the rules of the program" when NO ONE can tell me what that means. I have also zero activity on your site since the most recent mystery ban that happened on 1/23. The only thing that triggered the ban was purchasing this gift card which should not have taken this long to resolve. Need exactly what this gaming tactics/fraud means?

Regards,

**** *****
Initial Complaint
Date:02/05/2025
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 have been receiving AARP mailings in last few months. I have written the business but they continue to send me mail which I do not want nor need. The resolve I seek is for the business to place my address on the DO NOT CONTACT LIST and not ever contact me ever again.
Customer Answer
Date: 02/06/2025
This is the recent mailing received on 2-5-2025.
Business Response
Date: 02/06/2025
February 6,2025

BBB of ****************, ** and Eastern PA
**************************************************;
************** 20005

            Re:      Complaint #********
***** *****
*******************
S ************, *******; *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding ***** ****** claim that he receives mailings from AARP and AARP service providers and would like them to stop. We have investigated his concerns and welcome the opportunity to respond.

AARP provides the opportunity for members to control their communications. We received Mr. ****** letter, which was included in his complaint on November 18, 2024. On that date, a suppression was processed for mailings from sent to Mr. ***** at his address (above) from AARP and our affiliated service providers.

As some mailings are prepared ahead of their distribution date, it may take up to 12 weeks for this request to filter through our database and those of our service providers. We appreciate Mr. ****** patience and understanding.

Should Mr. ***** receive any mailings after February 10, 2025, he should feel free to contact me directly through any of the channels, below, and I will be happy to assist him.If he has the specific mailing handy, we will be able to effectively research the issue.

************ has any other questions or concerns, he may call me directly at **************. If more convenient, he may send an email to *****************************************************************,or mail to the following address:
AARP,Consumer Care 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 Team
*****************************************************************
Customer Answer
Date: 02/21/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *****
Initial Complaint
Date:02/04/2025
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 keep getting letters offering me *********************** through my AARP membership. AARP should stop sending junk mail like this to me and other members.
Business Response
Date: 02/05/2025
February 5,2025

BBB of ****************, ** and Eastern PA
**************************************************;
************** 20005

            Re:      Complaint #********
***** *****
*********************************
*******, ** 53717

To the Dispute Resolution Team:

We are in receipt of your letter regarding ***** ****** claim that he has received numerous mailings from AARP service providers and would like them to stop. We have investigated his concerns and welcome the opportunity to respond.

AARP provides the opportunity for members to control their communications. On behalf of Mr. Shore, I have suppressed mailings sent to him at his address (above)from AARP and our affiliated service providers. As some mailings are prepared ahead of their distribution date, it may take up to 12 weeks for this request to filter through our database and those of our service providers. We appreciate Mr. ****** patience and understanding.

Should ******** receive any mailings after April 30, 2025, he should feel free to contact me directly through any of the channels, below, and I will be happy to assist him. If he has the specific mailing handy, we will be able to effectively research the issue.

If Mr. Shore has any other questions or concerns, he may call me directly at **************. If more convenient, he may send an email to *****************************************************************,or mail to the following address:
AARP,Consumer Care 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 Team
*****************************************************************
Customer Answer
Date: 02/05/2025
[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: 22899436

I am rejecting this response because I didn't ask for suppressed mailings sent to me from AARP and all affiliated service providers. That isn't what I want. I was only complaining about the repeated mailings from AARP about ****************** co. I would like those to stop. Also, I think AARP should stop sending repeated mailings from ****************** co to all AARP members. It is wasteful and annoying for many members.

Regards,

***** *****

Business Response
Date: 02/24/2025
February 24, 2025

BBB of ******************* &
Eastern Pennsylvania (**************)
************************
*******************************************

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 mail being received from AARP Auto & ************** provided by The Hartford. This complaint has been referred to me for investigation and response.

On February 5, 2025, the Better Business Bureau received a resolution for Mr. Shore. When a member requests to no longer receive any mailings from any AARP-branded service provider, a suppression is submitted to stop mailings from being sent out to members.This process does take some time. It was mentioned that it may take up to 12 weeks for this request to filter through our database and those of our service providers as some mailings are prepared ahead of their distribution date. There is nothing else we can do as AARP has followed the steps to end these mailings.

We appreciate Mr. ****** patience and understanding.

Sincerely,
****** *****
Member Relations
AARP Services, ****
***************************************************************************
AARP Case ID: ********
Customer Answer
Date: 02/28/2025
[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: 22899436

I am rejecting this response because AARP needs to revise their process so a member can opt out of certain mailings like this one. It should not be all or nothing for mailings.

Regards,

***** *****
Initial Complaint
Date:01/31/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I enrolled in my husband's insurance plan (BCBS) effective January 1, 2025. I contacted the ********************************* and asked them to cancel my enrollment in all insurance plans that were scheduled to begin on January 1st. My agent faxed the cancelation to AARP on December 2, 2024. I still received a bill in December so I sent the bill back with "canceled" written on it. I am still being billed even after calling **** at UHC on 1/24/2025 and being told I was disenrolled effective 1/1/2025 and that she had found the fax sent by my insurance agent in December. **** also told me to ignore any bills that I might receive because I wouldn't owe aanything.She said it would take aup to ten days before I would receive a confirmation of the cancelation. I called them again today, 1/31/2025 because it is still showing up on my profile at *******. This person, **, said he can't find any fax and that I can't disenroll by phone, when it clearly says that I can on the forms that they emailed to me. He was very misleading in his information. After hanging up on them, I called Medicare and they disenrolled me effective 2/1/2025. I want them to apologize for all this hassle and misinformation and I want my account cleared of any debt. Attached is a copy of the form that I signed on 11/15/2024 and a copy of the fax transmission by **************************.
Business Response
Date: 02/11/2025
February 11, 2025

BBB of ******************* &
Eastern Pennsylvania (**************)
************************
*******************************************

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 request sent to UnitedHealthcare to cancel an insurance policy. 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 Mrs. ******* records with UnitedHealthcare to address her concerns. To assist, we forwarded the complaint on behalf of ********** to UnitedHealthcares Escalations Team to have a thorough review and investigation completed.

UnitedHealthcare has reviewed phone records and confirmed that no phone records were made last year about the cancelation of the policy. The only phone call UnitedHealthcare received was on 1/24/2025. There are no records of any disenrollment documents loaded in UnitedHealthcares system. A request was sent to the ********************* along with the documents shared in this complaint to see if they could cancel the plan with an effective date of 1/1/2025. The request was denied as UnitedHealthcare could not find any plan error at this time. The members AARP Medicare Rx Preferred plan cannot be canceled with an effective date of 1/1/2025. The member still owes $89.20 for January 2025. UnitedHealthcare has sent a letter to the member to explain.
We apologize for the inconvenience Mrs. ****** has experienced. Should you have any
additional questions, please do not hesitate to contact me directly by calling ************.

Sincerely,
****** *****
Member Relations
AARP Services, ****
************* NW
**********,DC 20004
AARP Case ID: ********
Customer Answer
Date: 02/12/2025
[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: 22885450

I am rejecting this response because: I canceled this policy in writing with the bill they sent in December. I also signed a cancelation form at the ********************************* (where I signed up for the policy) in November. The agent then faxed it to AARP UHC on December 2nd. Both documents are attached. I will NOT PAY for something with a clear paper trail canceling it before 1/1/2025. There was no reason to call to cancel when I had already signed the papers to cancel it.

Regards,

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

Business Response
Date: 03/03/2025
March 3, 2025

BBB of ******************* &
Eastern Pennsylvania (**************)
************************
*******************************************

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 request sent to UnitedHealthcare to cancel an insurance policy. This complaint has been referred to me for investigation and response.

AARP received Ms. ******* complaint filed by the Better Business Bureau. After reviewing Ms. ******* rejection, AARP reached back out to UnitedHealthcare for another review. UnitedHealthcare advised that a representative has tried to reach out to Ms. ****** to discuss her concerns, but attempts have been unsuccessful.A letter will be mailed to Ms. ****** by UnitedHealthcare. UnitedHealthcare did share that Broker Alivia Sikies did not mention she faxed in any paperwork to UnitedHealthcare. No documents were received in any of ******************************************* UnitedHealthcare also does not have a letter in their system stating that they were canceling Ms. ******* plan for ******* 2025.

There were no calls from the broker or Ms. ****** before December 2024. The first call was after 01/24/2025 where disenrollment paperwork was emailed to ********* and the plan was disenrolled on 01/31/2025. The PDF files ********* shared with her complaint were sent to UnitedHealthcare for review. The first one is just a fax cover sheet that is missing three pages. The other document from states to cancel the plan, but UnitedHealthcare never received the faxed documents.

UnitedHealthcare has requested that Ms. ****** send proof of any documents received from UnitedHealthcare stating that the plan was canceled for ******* 2025. Once received, UnitedHealthcare will review this letter. UnitedHealthcare has confirmed that the plan was used in ******* 2025, as there are RX claims on file. If the plan were to be canceled, all claims would be retracted for ******* 2025, and Ms. ****** would owe $4,834.71. As of February 11, 2025, if no cancellation, Ms. ***** will owe $89.20.

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

Sincerely,
****** *****
Member Relations
AARP Services, Inc.
***********************************************************************
AARP Case ID: ********
Customer Answer
Date: 03/08/2025

Complaint: 22885450

I am rejecting this response because: they keep saying I never called to cancel the policy. I attached a copy of the fax that was given to me by ****** ***** after she canceled this policy for me. I NEVER CALLED TO SIGN UP OR CANCEL. Why should I have to call to cancel when I didn't have to call to sign up? I canceled the same way that I signed up, with a broker. The paperwork is there, signed and dated in November. It is not my fault that the broker did not follow through. (Even though she assured me that she did, and provided proof) I am not liable for anyone else's actions. I have proof that I took the same steps to cancel that were taken to apply.

Regards,

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

Customer Answer
Date: 03/08/2025
After printing out the response from *** so I could read it, I accept their answer. I still do not agree since I did NOT authorize them to pay anything. I took them off of my profile with all of my providers. I have no control over where they file or who with.

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