Business Profile

Associations

AARP

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Associations.

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.
105 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:11/11/2024
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.
For almost two years I have called, emailed AARP requesting that they stop sending me emails, phone calls and postal mail and I they are still contacting me. At this point, they are harassing me and I WANT THIS TO STOP, PLEASE L
Business Response
Date: 12/05/2024
December 5,2024

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

            Re:      Complaint #********
                        ***** *****
                        **************
                        ***********, ** 19026

To the Dispute Resolution Team:

We are in receipt of your letter regarding ***** ***** claim that she received an email from AARP despite her previous request for communications from AARP to stop. We have investigated her concern and welcome the opportunity to respond.

Ms. ***** had been a valued AARP member from *********. Her membership expired in 2022.

As mentioned in her complaint, she previously contacted AARP and asked to be suppressed from further communications. This request was processed in February 2023.

However, ******** was also enrolled in the AARP Rewards program. Her request did not remove her enrollment in this program and that was the source of the lone email she included in her complaint. As her AARP Rewards account has been dormant for three years, we have proactively cancelled her enrollment in the AARP Rewards program --- and she should no longer receive these emails.

We apologize for any frustration the communication may have caused her.

If Ms. ***** has any other questions or concerns, she 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
*****************************************************************
Initial Complaint
Date:10/24/2024
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 live in **. I am in hiding from my biological family as they are violent and have tried to hurt me. They live in another state and dont know my address or location. Yesterday I received a membership sale letter from AARP to my address but ADDRESSED TO MY MOTHERS NAME AT MY ADDRESS. I have not seen or spoken to my mother in 15 years and she has a completely different name than me. I have also legally changed my first name to be less easy to find. This was EXTREMELY anxiety producing and I almost went to file a police ***ort out of concern that my safety was at risk. Confused and scared as to why I would get a letter addressed to my mother at an address she doesnt know of - I called AARP. The *** I spoke to was perplexed and advised me to call the ********** I called the ********** I spoke to a woman named ***** who barely spoke English and could not understand THE LEAST BIT of what I was asking which was - who is the marketing company and how does this happen?And after trying to calmly explain and try to hold my anxiety together, *****, instead of trying to help - take me off the list or give me a contact to call for answers so it doesnt happen again, hung up on me - I assume because SHE didnt understand. So, AARP - youve violated my safety for the sake of marketing, made it extremely difficult to get help to get off the list and after recounting the story and asking for help had your *** hang up on me. Explain this. How does my mother in another state with a different last name who is 98 years old, GET MAIL AT MY ADDRESS WHEN SHES NEVER BEEN TO THIS STATE?!Explain how your *** decides to hang up on someone calm but anxious asking for a phone number? Explain this to me. Please.
Customer Answer
Date: 11/01/2024
My name is NOT listed on the letter!!!! In addition THEY HAVE NO RECORD OF ME! My mothers name is listed on the letter. My name will not help you.
my name is *** Block. And now they will say we have no one with that name
Business Response
Date: 11/08/2024
November 8,2024

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

            Re:      Complaint #********
                        *** *****
                        ********** 07860

To the Dispute Resolution Team:

We are in receipt of your letter regarding *** *****s claim that he has received a membership solicitation from AARP addressed to his mother and would like them to stop. We appreciate the opportunity to respond.

Unfortunately,since there was no name and full address provided from the mailing he received,our investigation is hampered regarding this claim.

Mr. ***** should feel free to contact me through any of the channels listed below. If he can provide screenshots of the mailings in an email, it would be helpful to include the address labels, as they contain identification code information.With name/address and these codes, we can research and provide Mr. ***** the information he is requesting. Additionally, if he can provide the date he called our contact center, as well as the phone number from which he called, we can listen to the call and provide appropriate feedback to our colleagues who manage our contact centers.

If Mr. ***** 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: 11/13/2024
I asked VEHEMENTLY to be removed from the list and today I received another letter, addressed to me with my old name at my current address.
AARP STOP!! You are jeopardizing my safety to fulfill your marketing needs!!! Stop!!!
Customer Answer
Date: 11/15/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22467985

I am rejecting this response because: I am not a he I am a she
As this has been going on for weeks I cannot possibly say what day and time I called I can however forward the latest round of letters I have received.
I called the customer ********************** center again the other day and perhaps I didnt mention this before (I hope I didnt and it wasnt just ignored -) THERE IS NO RECORD OF ME IN YOUR SYSTEM!!!!! Your marketing company is in possession of my info - again - neither mine NOR my mothers info IS IN YOUR SYSTEM! What did you think - that no one tried to unsubscribe me from the call center ?? Were you going to fly on it and press a few buttons that no one else tried?
Ill call the number but honestly lets try to think out of the box

Regards,

*** Block

Customer Answer
Date: 11/15/2024
Ive called the number they left to no avail. Ive emailed and no response
Business Response
Date: 11/21/2024
To the Dispute Resolution Team:
We spoke to Ms. ***** on the morning of Monday, November 18.
She was satisfied with our return call and response.
Sincerely,
***** *******, ****************************************************** Ombudsman Team
*****************************************************************
**************
Initial Complaint
Date:10/23/2024
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 contacted Expedia Travel through AARP October 20, 3024 We were attempting to get a hotel in ****, ***** and roundtrip flights to celebrate my husbands 75th birthday. We found the website impossible to navigate so we called the customer ********************** number. See Itinerary # **************.Our experience has been truly horrific. When I requested a cancellation today, 10/23/24, after four days of trying to get an accurate and complete itinerary I was told I was not able to do so.I am disputing this as we were never given an accurate or complete itinerary.We have spent hours on the phone in good faith attempting to work with Expedia representatives and have been shuffled around, put on hold ( for hours), have been spoken to rudely and have been sent numerous incorrect and incomplete emails. Specifically, they misspelled my name in the original itinerary and thereafter in four more emails. When I pointed this out, they said they would have to create new documents; We were promised a final itinerary that never materisluzed.We were told we lost our seats, which had been originally given us through ********* and then were told we would be charged $500 through United to get any seats on the airline. This was told to us by an ******* representative today and I believe this is fraud or bordering on fraud.I have contacted my credit card company requesting a total refund for both the hotel and flights as a disputed claim for services not rendered that were charged to my credit card as well as attempting to reach a **** at AARP which I havent been able to do as you just get rerouted to Expedia.
Business Response
Date: 11/11/2024
The member has accepted the offer of $250 in compensation and Expedia will be covering the costs associated with the adjusted seating on the flight. There will be no refund provided as the member has chosen to continue with her booking.
Customer Answer
Date: 11/21/2024
The AARP representative intervened and was able to help us resolve our issue with Expedia.
Initial Complaint
Date:10/21/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a member of the AARP insurance programs over two decades. I recently had my daughter mail a letter to the CEO of the company because AARP keeps lying and sending me bills stating that I am not making my payments of Ten dollars a month when I have actually made my payments. They keep rejecting my payments through **********, and sending them back and I keep resending them. I even attached my bank statements showing my last three months of the payments that I made. I need to hear from them immediately. It's my policy that I purchased for my Grandson who is estranged when he was younger. I keep making payments and they are mishandling my payments and not responding to my letter.
Business Response
Date: 10/31/2024
October 31, 2024

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

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

Dear BBB Representative:

This is a response to a recent complaint to the Better Business Bureau, filed by ****** *******. The issue is regarding a late notice the member received from ***********************. This complaint has been referred to me for investigation and response.

Please be advised that while AARP contracts with providers to make products and services available to AARP members, neither AARP nor its affiliate is the provider. When we receive a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research, and response. Since ****** ******* is referring to issues with ***********************, we forwarded her complaint to New ******************* for investigation and response. *********************** will contact her directly to advise the outcome of this matter.

To provide further context and in response to Ms. ******** concerns, *********************** has advised us that a letter has been mailed to the member directly to address her concerns. ************* shared that the members last payment received on September 13, 2024,was reversed on October 2, 2024, which caused no further payments to be accepted for her contract.

We truly apologize for any frustration Ms. ******* has experienced.

After hearing from ***********************, if she has any additional questions or concerns to bring to my attention, she can respond directly to this complaint or call me at ************. If you have any additional questions, please do not hesitate to contact me.

Sincerely,
******** ****** III
Member Relations

AARP Services, Inc.
******************************************************************
ASI Case ID: *******
Customer Answer
Date: 11/05/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22453677

I am rejecting this response because:

Regards,

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

I haven't received any letter from this company and the CEO never responded to my letter and I showed them three months worth of payments to prove that I do make my payments. I have been with AARP for decades and it's no excuse for this, and if my insurance policy is Ten Dollars a month, why are they rejecting my payments and sending them back to **********?
Initial Complaint
Date:10/21/2024
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 am complaining about the GAMES section on the AARP website. It sounds silly, but they have a weekly tournament for $100 gift card. That is NOT silly! Each week they name a particular game. For the next week, you can play that game and the highest scorer for that week wins 1 $100 gift card. About 3 weeks before the game was the 'tournament game' (AARP usually lets you know the chosen week's games about a month ahead of time), I started the game, WORD ****. I kept increasing my score throughout the weeks until the final minutes of the tournament and figured, "I am going to win!" I tried to end the game. THERE WAS NO WAY TO END THE GAME AND SUBMIT YOUR SCORE!!! I wasted weeks playing this game when the WORD **** game on the AARP website is defective! I panicked with only a few minutes left and then it came to me--take a screenshot with your score, name, date, and time on it. That is what I did and submitted the screenshot to Messenger on the AARP ******** site. All I got was a different person each time referring me to rules or telling me to clear my cache, like it was a problem with my computer. That's when I told them I was going to notify the BBB. Here are the pertinent messages copied from Messenger.*(SEE AARP UPLOAD)*(SEE SCREENSHOT UPLOAD)I went to the page on the website that lists the winners. It is for the week of September 24th (ending the 30th). Here is the link ******************************************************************** will find under Sept. 24, not only wasn't there a winner, but they have a different game title. The game that week was WORD ****!! Please let me know if you need anything else. It is just not right!
Business Response
Date: 11/04/2024
11/04/2024

Dispute Resolution Team
BBB of **********************************
*****************************
*******************;20005

Re: ***** *******,ID # ********

Dear Dispute Resolution Team,

We are in receipt of your letter regarding Ms. ******** claim that she should have been designated the winner of a $100 gift card for an AARP games contest during the week of September 24th, 2024. We have reviewed Ms.******** claim and are happy to respond.

During the week of your inquiry, the game listed was Todays Hurdle. The rules were posted to the **************** and can be found here: ********************************************************************************************************************************************************* list of tournament games listed publicly here: *****************************************************************.

AARPs game Word **** does not have a Leaderboard and would therefore not be used in our Tournament Tuesdays games.

Additionally, we have reviewed the high scores for that week in Word **** and there are three users listed with scores ranging from ***** to ***** points. We do not see Ms. ******** username listed as a leader for Word **** during that timeframe.

Our Rules specify that we are not responsible for interrupted or unavailable network server or other connections; for miscommunications; failed telephone, computer or electronic transmissions; for jumbled, scrambled or misdirected entries or transmissions; for phone,electrical, network, technology or computer hardware or software or program malfunctions, failures or difficulties; or any other errors, omissions,interruptions, or deletions of any kind, whether human, mechanical or electronic; or for non-receipt of any entry regardless of the cause of it not being properly received by Administrator. Please see Limitations of Liability in our Official Rules.

We are sorry for any confusion and hope that Ms. ******* considers playing future games that are featured. You can also see that we have had a variety of winners listed on *****************************************************************. We hope Ms. ******* continues to play AARP Games and we appreciate the 22 years of membership with AARP.

We would like to thank you again 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. If Ms. ******* has further questions, she may contact me directly at ************ or can email me at ****************************************

Sincerely,

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

Customer Answer
Date: 11/08/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22449353

I am rejecting this response because: The respondent for AARP said the game for the week in issue was TODAY'S HURDLE. That is what it says now but that wasn't the week's game. It was WORD ****. For part of that week, it changed from WORD **** to TODAY'S HURDLE, but I will say when one clicked on TODAY'S HURDLE, it would take you to WORD ****. I would suggest asking the webmaster of the games site. WORD **** was used that week. It doesn't have a leaderboard because most people are not able to end the game! Maybe you could check some of the games chat to see posts about how the game does not work right. The 3 users for the WORD **** game that week are some of the chosen few' who could complete their game! If you could reread my complaint you don't see my name on the leaderboard because the game is not working properly. Most gamers can't end the game! It is broken. That is why I sent the screenshot by way of Messenger before the tournament ended, and also sent a copy in my original complaint. My final game score was 20, 832. I will send the screenshot once again. Please try and play the game and you will see it doesn't have an end! I will also email you at AARP.

Regards,

***** *******
Initial Complaint
Date:10/15/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My complaint is simple - I WANT AARP TO STOP CONTACTING ME. They are RELENTLESS. I continuously receive junk mail from them and have contacted them more times than I can count for probably around a year. Over and over and over, I contact and over and over and over, I am told they will remove me from their mailing list. I SIMPLY WANT AARP TO LEAVE ME ALONE AND - GO AWAY!
Business Response
Date: 10/29/2024
October 29,2024

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

            Re:      Complaint #********
                        ****** J *******
                        *****************************
                        *********, ********

To the Dispute Resolution Team:

We are in receipt of your letter regarding ****** Johnsons claim that she has continued to receive mailings from AARP despite her request for them to stop. We have investigated her concerns and welcome the opportunity to respond.

We have a record of Ms. ******* calling our AARP contact center on July 22, ******* that time, the agent added suppressions for mailings from AARP and our affiliated service providers. While that request can take up to 12 weeks to filter through our database and those of our service providers, she continued to receive mailings, specifically ones promoting Medicare programs from ******************, an AARP service provider.

I spoke with Ms. ******* on October ********************************************** our database, we also had expired memberships for ****** M ******* (her mother-in-law)and ***** ******* (her husband). Neither of those records had been suppressed from receiving mailings. I put those two additional suppressions in place just after we finished our phone call.

Ms. ******* provided additional information with screenshots of mailings to both ****** ******* and ***** ******* at her address. I reached out to our colleagues at AARP Services, ***** who manage our service provider partnerships, and they, in turn, contacted their representatives at ******************.

****************** confirmed that all three names (****** J *******, ****** M *******,and ***** ******* at the above address have been suppressed from receiving future mailings, emails, or phone calls.

As mentioned above, as some mailings are prepared ahead of their distribution date, it may take up to 12 weeks for the additional requests to filter through the different databases. Should Ms. ******* receive any mailings subsequent to January *******, she should feel free to contact me through the channels, below, and I will be happy to assist her.

In addition to targeted solicitations (those sent to a particular person at a specific address), AARP also distributes generic promotional pieces that are sent out in mass mailings as part of AARPs overall membership acquisition program. These items 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. Since these are mass inserts, we do not actually know if the person receiving them is already an AARP member or if they live in a 50-plus household.

If ********** has any other questions or concerns, she may call me directly at *************. If more convenient, she 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
*****************************************************************
Initial Complaint
Date:10/09/2024
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 fighting with AARP - United Healthcare supplemental plan to reinstate coverage that was terminated due to THEIR error. *** applied all payments made for mine and my wifes premiums directly to my wifes policy/account, resulting in overpayment for her premium and termination of my coverage. Check dates and amounts that cleared the **** were all provided. This was initially brought to their attention in August. It took 3 phones calls to finally get the correct payments transferred to my account. This was done and my coverage is supposed to be reinstated and retroactive. That has still yet to happen after 2 months. As of last week, I am told it could take ***** business days for the coverage to be reinstated. This is unacceptable and is creating a financial hardship especially now that I need extensive medical treatment. This is directly hindering my ability to obtain medical care as when providers attempt to verify my coverage electronically, it shows inactive coverage. My premiums have always been paid and paid on time. This is unacceptable timeframe for resolution. Member Id #************
Business Response
Date: 10/30/2024
October 30, 2024

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 health insurance termination with UnitedHealthcare due to missing payments. 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 response.

Since AARP is not the service provider, we, unfortunately, cannot access Mr.Prudhommes records with UnitedHealthcare to address his concerns. To assist,we forwarded the complaint on behalf of Mr. ********* to UnitedHealthcares Escalations Team to have a thorough review and investigation completed.

UnitedHealthcare has advised that they spoke with the members daughter. The payment issue has been corrected. Mr. ********* is current with payments and claims will be reprocessed that were previously denied.

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

Sincerely,
****** *****
Member Relations
AARP Services, ****
************* NW
**********,** 2004
AARP Case ID: ********
Customer Answer
Date: 10/30/2024
[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:09/27/2024
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.
I have made reservation through AARP for a Hotel Reservation @ ***************** in **********************. I had to cancel my reservation due to the hurricane headed to the area. The hotel has not yet received payment and AARP is refusing my refund.
Business Response
Date: 10/31/2024
October 31, 2024

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

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

Dear BBB Representative:

This is a response to a recent complaint to the Better Business Bureau, filed by **** ********. The issue is regarding a refund request for a hotel booking cancellation. This complaint has been referred to me for investigation and response.

Please be advised that while AARP contracts with providers to make products and services available to AARP members, neither AARP nor its affiliate is the provider. When we receive a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research,and response.

I reached out to Ms. ******** on 10/31/2024 and left a voice message requesting additional information. Once additional information is received, I will reach out to the provider.

We truly apologize for any frustration Ms. ******** has experienced. Should she have any
additional questions or concerns to bring to my attention, she can respond directly to this complaint or call me at ************. Should you have any additional questions, please do not hesitate to contact me.

Sincerely,
****** *****
Member Relations
AARP Services******
*******************************************************************
ASI Case ID: ********
Initial Complaint
Date:09/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received an invitation to sign up for AARP. However the piece of mail was addressed to an estranged family member who does not know my address. I called AARP to find out why the letter was sent to my address with his name. They were unable to explain this and said I should contact the corporate office directly. I am asking the BBB to assist with this as I am unsure if this is a scam.
Business Response
Date: 10/15/2024
October 15,2024

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

Re: Complaint # ********
***** **********
************
********, ** 06078

To the Dispute Resolution Team:

We are in receipt of your letter regarding ***** Harringtons claim that he received an AARP membership solicitation addressed to a relative. We have investigated his concerns and welcome the opportunity to respond.

It appears that Mr. ********** called our AARP contact center on September 27, 2024, as a suppression for these solicitations was added on that date in the name of ****** C ********** at the address, above.

As some mailings are prepared ahead of their distribution date, we ask that ************* allow six weeks for this request to filter through our database. Should he receive any of these mailings after November 8, 2024, he should feel free to contact me through the channels, below.

As ************* did not include a screenshot of the item itself, our further investigation is hampered. If he still has the item, he can email a screenshot of the address side, which includes specific coding to assist our **************** should be noted that our membership solicitations are prepared using publicly available data.

If Mr. ********** 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: 10/19/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22348726

I am rejecting this response because:
I would like to know how the relatives name got on our personal address.

Regards,

***** **********
Initial Complaint
Date:09/26/2024
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.
On September 18, 2024 I purchased an ****** gift card for $475 online. Per their policy e-gift cards will be delivered within 24 hour if purchased during business hours/week. This was a Wednesday afternoon when this was purchased and I had an expectation of receiving the e-gift card by Thursday, September 19, 2024 or latest Friday, September 20, 2024. When I had not received by Thursday afternoon I reached out to the rewards department and they opened a claim based on the fact that they were able to see the purchase and see where the charge had gone through (I also verified on my credit card that I had a charge of $475 to AARP). I attempted to call the area handling the claim as I needed the card by Monday night (September 23, 2024) as it was being used towards a final payment on an ******. No one ever as answered the phone and to this day have never received a callback after leaving 2 messages. An email correspondence was received that it was expedited and would hopefully have resolved by Monday. We eventually I received the e-gift card on Wednesday, September 25, 2025.There was no issue with my transaction or payment as such I should have received this gift card in plenty of time for my Tuesday, September 24, 2024 payment to ******.
Business Response
Date: 10/15/2024
October 15, 2024

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

Re: Melissa Rumpf, ID # 22345971

To The Dispute
Resolution Team:

We are in
receipt of your letter regarding Melissa Rumpfs’ claim regarding the delivery
of her AARP Rewards Airbnb gift cards. We have investigated this matter and
welcome the opportunity to respond.

Ms. Rumpf has been a valued AARP member for
one year. She enrolled in the AARP Rewards program on April 2, 2023.

On 09/18/24, she ordered a $500 Airbnb gift card
at the discounted price of $475 through AARP Rewards. On 09/19/24, Ms. Rumpf called
our contact center and spoke to a representative regarding its delivery. After
review, the representative advised Ms. Rumpf that we would need to escalate the
matter to determine the status of the gift card purchase.

A member of our consumer care team reached
out to Ms. Rumpf via email on 09/19/24 and advised that the matter was
escalated to our technical support team for review and would get back to the member once she received an update.

The member called again on 09/23/24 for an
update. Our representative reiterated that she was waiting to hear back from our
technical support team. The representative emailed Ms. Rumpf on 09/24/24 that
she would receive the gift card at the close of business on 09/24/24. We have
confirmed that the Airbnb gift card purchased for $475 was sent to the member via email on 09/24/24.

It is important to note that the Terms
and Conditions of the AARP Rewards program, of which every participant must
agree to prior to joining the program, state the following regarding digital
gift card delivery timelines: “Digital Rewards items will be delivered to the
Participant’s email address associated with their AARP.org Online Account within
24 hours for orders submitted during normal business hours (8 am - 5 pm EST
Monday – Friday). Orders submitted on weekends or federal holidays, orders
missing sufficient information to ensure the order is valid, and orders that
encounter payment issues may take longer to resolve. AARP further reserves the
right to extend delivery times in its sole discretion and without compensation
or reimbursement to Participant for any reason, including without limitation to
conduct due diligence, to resolve supply issues, or to audit transactions.”
Further disclosures are also provided
to all participants prior to the point of purchase. Each item in the
catalog reminds users that "In some instances delivery may take longer
than 24 hours." The gift card was
delivered to Ms. Rumpf within a reasonable timeframe
and in accordance with the agreed-upon terms and conditions.
We would like to thank you again 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,

LeRoy McDuffie
Advisor, AARP Ombudsman Team
[email protected]
Customer Answer
Date: 10/15/2024
[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 22345971, and find that this resolution is satisfactory to me.

Regards,

Melissa Rumpf

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

AARP is NOT a BBB Accredited Business.