Complaints

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

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• 

  AARP

  601 E St NW Washington, DC 20049-0001

• 

  AARP Ohio

  2930 131st St Toledo, OH 43611

• 

  AARP Foundation

  915 Main St Ste 602 Evansville, IN 47708

• 

  AARP

  3750 NW 87th Ave STE 650 Doral, FL 33178

• 

  AARP Missouri

  9200 Ward Parkway Ste 350 Kansas City, MO 64114

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:08/10/2024

  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.

  These people are absolute corrupt, dishonest, unethical, immoral, corporate narcissistic bullies. I will provide all documentation allowed to bring forth evidence of this. My grandmother is dead. They very well know this. But they will not make the necessary change to stop sending the junk mail to someone that is dead. There are multiple that I did not photograph but the post master and employees know because I personally bring in the mail and let them know my grandma is dead. The company knows this but will not remove her name and info out of the system therefore we keep getting junk. Its an waste and and waste of the **** to deliver such. Everyone knows this. Im hist highlighting it yet again. these businesses are doing bad business practice and it is disrespectful and negligent on their behalf. they do this out of spite and retaliation and everyone knows it. they get away with it and continue their cycle of low vibe toxic negative energy. And it needs corrected ASAP. I include the mail for my mother because this is all tied together look at all the leads and documentation I have provided. Apparently someone created an account or membership for my mother with the last name spelled wrong. After almost a year the somewhat corrected the spelling of her name correct. Long story short I called AARP it should be recorded for quality assurance. And they told me she had an account. I then told them at least correct the last name. Then I called my mother and she ended up calling and they were forcing her to believe she created the membership and she had to basically argue with them to terminate it. They said it would be Two to Three weeks before it fully takes place. See how they force us to continue getting the junk? Same as the letter I provided when I first reached out to the ******** that started all this. They thought made me endure 90 days before their system stopped sending junk. See how unethical immoral and corrupt and dishonest that is? It is what it is.

  Business Response

  Date: 09/03/2024

  September 3, 2024
  
  Dispute Resolution Team
  BBB of **********************************
  *****************************
  *******************; 20005
  
              Re:  *************************, ID # ********
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ************************* claim that he continues to receive mailings from AARP despite his request for them to stop. We have investigated this matter and welcome the opportunity to respond. 
  
  AARP makes every effort to comply with all requests from consumers to stop unwanted mailings from AARP. Our records show that on August 22, 2024, ****************** called our contact center to inform us that his grandmother, *******************, had passed. He wanted all mailings to stop. The representative processed the information in our system. Our database shows no previous contact from ******************. We apologize for any aggravation ****************** has experienced in receiving unwanted mail.
  
  As requested, on August 22nd, 2024, the name of ******************* and the following address have been added to all of AARPs suppression files: *****************************************************
  
  ****************** included other items in his complaint addressed to ***************************** and ********************. I researched both names and found an AARP membership for ********************, which was cancelled following a phone call made to our contact center on 7/31/2024. I have similarly suppressed these two names at the same address in our system.
  
  As some mailings are prepared ahead of their distribution date, it may take up to 12 weeks for this request to filter through our database and those of our affiliated service providers.
  
  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 ****************** should receive additional targeted mailings after November 26, he may call me directly at **************,and it would be my pleasure to assist him further. I ask that he please have the mailing available, as each notice has specific codes that will help investigate further. If more convenient, ****************** may send the mailing to me by email at: *************************************** or by U.S. Mail at the following address: AARP, ************* Ombudsman Team,**********************************************************************************
  
  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,
  
  ***************************
  Advisor, AARP Ombudsman Team
  ***************************************
  
  

• Initial Complaint

  Date:08/06/2024

  Type:Customer Service 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 e-mails and advertisements from AARP. I AM NOT INTERESTED IN BECOMING A MEMBER. I WANT AARP TO STOP CONTACTING ME.

  Business Response

  Date: 08/21/2024

  August 21,2024
  
  BBB of ****************, ** and Eastern PA 
  **************************************************;
  ************** 20005 
   
              Re:      Complaint #********
                          ***********************
                          9916 Shelburne Ter
                          ************, MD 20878
   
  To the Dispute Resolution Team:  
   
  We are in receipt of your letter regarding ******************* claim that he has received numerous membership solicitations from AARP and would like them to stop. We have investigated his concerns and welcome the opportunity to respond. 
    
  ************* behalf, I have arranged to have his name and address (as it appears, above) suppressed from receiving future AARP targeted membership solicitations. As some mailings are prepared ahead of their distribution date,we ask that ************** allow six weeks for this request to fully filter through our databases.?Should ************** receive any solicitations after October ******, he should feel free to contact me through any of the channels, below, and I would be happy to assist him. We appreciate his patience and understanding. 
   
  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.
  
  As Mr. ****** email address ****************** is not in our database, he may be receiving third-party solicitations. He can select unsubscribe at the bottom of the email. If he continues to receive these emails for more than two weeks after unsubscribing, he should feel free to contact me through the channels, below. It will be helpful to have the email he received at hand.
  
  If ************** 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 
  *************************************** 

• Initial Complaint

  Date:08/06/2024

  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.

  On July 17, 2024, a check #**** for said amount $45 was deposited into ARRP accounts.On August 4, 2024, I received an invoice for another $45. saying that they had not received my initial payment. This is fraud and scamming innocents' victims. It has been reported to Bank of America for an investigation. This is not good appearance for AARP and I am very surprised that they do not have competent employees who would have verified that this check was already deposited into their account. I also want to mention this is the second check mailed the first check May 26, 2024, check #****.

  Business Response

  Date: 08/20/2024

  August 20,2024
  
  BBB of ****************, ** and Eastern PA 
  **************************************************;
  ************** 20005 
   
              Re:      Complaint #********
                          ***********************
                          *****************
                          **********, VA 23112
   
   
  To the Dispute Resolution Team:  
   
  We are in receipt of your letter regarding ****************** claim that he received a request for payment after submitting his recent AARP membership renewal payment. We have investigated his concerns and welcome the opportunity to respond. 
  
  ********************* has been a valued AARP member for several years. 
  
  We responded to Reverend ******* concerns in an email dated August 13, 2024, from ***************************************.
  
  AARP did not receive the initial check he remitted May. In a call to our contact center on July 1, ********************* confirmed that his bank stated that this check was not cashed. It may have been lost in the mail.
  
  The AARP representative offered to process his payment over the phone; ********************* preferred to pay via check sent through the ****.
  
  The $45 check he remitted on July 17 was received by us on July 24. The second notice he received was mailed just prior to our receipt of the payment and crossed in the **** mail.
  
  It is AARP policy to refund membership fees to those who join or renew in error.?Additionally, when an account receives more than two advance payments, a refund is automatically generated for the member.
  
  We extend our apologies for any misunderstanding or frustration this may have caused.
  
  If he 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 
  *************************************** 
  
  
  

• Initial Complaint

  Date:08/01/2024

  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 at least the past 3 years (or more), I have been harassed by this organization with multiple advertisements coming, at one point, on a bi-weekly basis to the physical address at my home as well as po box. About a year ago, I complained and it was honored for awhile. Yesterday I received yet another piece of mail from this company and, when I called the number listed on the back to stop solicitations, had my call answered by a very rude salesperson that wanted my date of birth and address. I refused to give her my dob, but with my address revealed she told me that "there is no account for you", ending the call with the reply that, "I can't help you". This is infuriating that I have to deal with this garbage. No one should, let alone an elderly person on her day off from work. Thank you if you can help.

  Business Response

  Date: 08/22/2024

  August 22, 2024
  
  
  BBB of ****************, ** and **********
  ****************************
  *******************
  
              Re:      ********************* #********
  
  Dear Dispute Resolution Team:
  
  We are writing regarding the complaint of ********************* that was filed with your office on August 11, 2024, and transferred to our office for handling. ************** stated that AARP continues to send mail solicitations despite her requests for them to cease. We have investigated her concern and welcome the opportunity to resolve this matter.
  
  AARP makes every effort to comply with stop mailing requests. We apologize for any aggravation that these mailings may have caused her. Our records indicate that ************* contacted us regarding this matter on August 2, 2017, and all service provider mailings were suppressed to prevent her from receiving future advertisements.However, the only address we had on record at that time was her PO Box address.Unfortunately, our records show no previous communication from the complainant since this time. Therefore, as of today, August 22, 2024, I can confirm that the name of ********************* and the following addresses have been added to all of AARPs suppression files and those of our affiliated service providers:
  
  PO Box 341
  *******************
  
  4 ********
  *********, ** 06791
  
  We ask that she please allows 12 weeks for suppressions to take full effect. We know 12 weeks sounds like an inordinate amount of time to stop mailings, but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers. While we can suppress our own mailings very quickly, ending those of our providers takes longer. Our providers typically are on a three-month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set.The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month. For this reason, it may take a provider up to twelve weeks to delete mailings to a particular address.
  
  AARP also distributes generic promotional pieces that are sent out in mass mailings as part of AARPs overall membership acquisition program. These pieces are neither addressed to nor targeted to a particular person or household. They are inserted either1 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+
  
  
  Dispute Resolution Team                                                                     
  Page 2
  
  
  household.
  
  If the ************* should receive additional mailings after November 14, 2024, she may call me directly at **************, and it would be my pleasure to assist her further. We ask that she please have the mailing available, as each notice has specific codes that will help us suppress her name and address more effectively.
  
  If ************* would like the mailings researched, she may send a copy via email to *************************************** or mail it to the following address: AARP, Consumer Care Ombudsman Team, **************************************************************************************;*****.
  
  Again,we would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  ****************************** ************************* Ombudsman Team

• Initial Complaint

  Date:08/01/2024

  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 have purchased multiple Gift Cards through the AARP Rewards program for Carnival.com. Using the link provided in the email to obtain the gift cards, although I am able to obtain the gift card information, Upon attempting to redeem some of the gift card I receive an error message that tells me the gift cards are not valid. I do not receive this message for all of the gift cards, only some of them. I have been able to successfully redeem numerous gift cards for the same company. Carnival.com is unable to assist me since the gift cards were purchased from a 3rd party. I was told that the business I purchased them from needed to issue new valid gift cards. I will attach a document with the AARP Rewards order numbers with the gift card value for you to reference. I would like to have new valid Gift Cards emailed to me so I may use them. For Gift Cards with a $0 balance a message pops up letting me know and for Gift cards that still have a balance of any kind I as well get a message letting me know what remains on the gift card. I leave on a Carnival Cruise on 8/7/2024 and would really appreciate the ability to use these gift cards on that cruise.

  Business Response

  Date: 08/16/2024

  August 15, 2024
  
  BBB of ****************, ** and Eastern PA 
  ***************** 10th Floor 
  ************** 20005 
  
              Re:     Complaint # ********
                          ***************
                          ***********
                          ***********, ** 12928
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter dated August 1, 2024 regarding the **************** claim that the Carnival Cruise Line gift cards she purchased through AARP Rewards were not valid. We have investigated this matter and welcome the opportunity to respond.
  
  Our records show that Ms. **** contacted AARP on March 6, 2024, to report difficulties in logging in to AARPs website to purchase gift cards through AARP Rewards. While we were working to troubleshoot the issue, Ms. **** advised she would wait until she returned home to try again. According to her AARP Rewards profile, she successfully logged-in to AARP.org on March 10, 2024.
  
  On April 24, 2024, Ms. **** advised us that she was getting an invalid link for a purchased gift card. Our representative resent the gift card. While our representative remained on the phone with the member, she input one of the gift cards into the Carnival Cruise Line website, but it came up invalid. Our representative advised the member to contact Carnivals customer ********************** for further assistance.
  
  After a detailed review lead by our loyalty team on August 13th, Carnival Cruise Line confirmed to us that all fourteen of the gift cards listed in her complaint were redeemed for full value under ****************** Cruise Line account between March 22nd and April 22nd.
  
  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.
  Sincerely,
  
  ***************************
  Advisor, AARP Ombudsman Team
  ***************************************
  

• Initial Complaint

  Date:07/29/2024

  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.

  On 2/28/24 cld ** to CANCEL the policy that ends in 2714. Recv'd e-mail fr AARP on 4/1/24 @ 8:39am with an attached ltr dated 4/1/24 saying as u requested, ur policy will be cancelled as of 3/31/24. Recv'd ltr from ** on 2/28/24 dated 2/21/24 saying ur auto policy will be renewed if we recv pymt by the due date. I cancelled immediately due to when making online payment it showed New Premium for $5,055.00 eff 3/31/24. Last premium was $3,262 eff 3/31/23. That is a $1,793.00 increase which is *******% increase. Cld to c why I'm being over charged since we are of age-NO Tickets-MVA'S. Agent said b/c it's for other people's stupidity. I have been a loyal cust. for 3yrs & apparently the ** does not value me as a cust. I do not know why AARP is pulling shenanigans on me. 1 would think AARP would want to maintain me as a loyal cust. Policy should have CANCELLED on the day that I cld to make that req & if that did not occur then that is not my fault. It is a policy holder's right to cancel @ any time they pls no matter the reason & no **mpany should force a policy holder to pay the ** just b/c they said so. I did not get any Tickets or MVA'S during that time period so, that should not be an issue. I did obtain new Ins. I spent over 3mths every single day with my Mother in the Hospital,Hospice & watched her transition, die, planned the funeral & personally getting my Mother's **rpse ready for her funeral. I do not have the time or energy to **ntinue to deal with this issue.My elderly ********** are fresh into our grieving process/depression.Dad is not doing well as they were married 65 ******* am not either.I need to be spending my ************* with my Father.I would truly appreciate it if you would please credit this acct back the $288.08 as I do not owe it. I also hope that I will not have to take this **mplaint to the next level.This system only allows 2000characters.Had 2 shave **mplaint down over 2000characters.Now u r not getting the full pic,but this will do.

  Business Response

  Date: 08/19/2024

  ****************** has been unresponsive to the additional information requests sent to the email address provided. The case has been closed until a response is received.

• Initial Complaint

  Date:07/28/2024

  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.

  This is my final attempt to stop AARP from communicating me in any way shape or form 15 June 2023 I sent a certified letter to the AARP headquarters with a cease and desist communication order.It had no effect. I am on the DO NOT CALL LIST.I have sent several other certified letters to AARP to STOP the mail, emails and phone calls. AARP continues to harass and stalk me. THIS IS THE LAST AND FINAL STRAW. should I receive one my AARP letter or magazine VIA US Mail, an email or call, my law firm (of 400 people) will start a class action lawsuite. I am not, will not and never EVER be interested in joining.Please stop this continued harassment Last chance.

  Business Response

  Date: 08/09/2024

  08/08/2024
  
  
  Dispute Resolution Team
  BBB of **********************************
  *****************************
  **********,*******; 20005
  
  Re:  **************, ID # ********
  
  Dear Dispute Resolution Team:
  
  We are in receipt of your letter dated August 6 regarding the *************** claim that he continues to receive unwanted mail from AARP despite his efforts for it to stop. We have investigated Mr. ****** complaint and welcome the opportunity to resolve this matter for him.
  
  AARP makes every effort to comply with all requests from consumers to stop unwanted mailings. We apologize for any aggravation Mr. ***** has experienced in receiving these mailings.
  
  On August 9, 2019, based on a previous BBB complaint, the name of ********************* and the following address were added to all of AARPs suppression files: ***************************************. However, the current BBB complaint is filed in the name of **************, an alternate spelling. We have similarly suppressed this alternate spelling.
  
  
  We inform consumers that it would take up to six weeks for this suppression to take effect. If Mr. ***** still receives mail from AARP after September 19, he may call me directly at **************, and it would be my pleasure to assist him further. I ask that he please have the mailing available, as each notice has specific codes that will help us in our research. If more convenient, Mr. ***** may send the mailing to me at the following address: AARP, Consumer Care Ombudsmen Team, *************************************; 20049.
  
  In addition to these 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. 
  
  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,
  
  ***************************, Advisor
  AARP Consumer Care Ombudsman Team
  
  
  

• Initial Complaint

  Date:07/26/2024

  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.

  AARP Foundation advances SCSEP Program for seniors. I applied and the agent failed to advance my application in a timely manner.************************** went on holiday for 2 weeks and failed to request any additional documents for the application despite my repeated requests. ************************** finally responded stating that the application had to be completed within 30 days and demanded that I drive to ******* to provide the necessary documents within a one day time frame due to her delay. ************************** was unable to navigate the system by email stating that she did not know how to send the documents electronically. I sent the documents to the *************** *********************, who claimed that he only received the documents 2 weeks later after he was reported to the oversight office. ********************* absolved his obligation by giving my case back to ************************** and this was discussed in a Zoom call. ************************** then informed me that my place was no longer available and the she could offer to place me on the waiting list. I advanced my concerns to *********************** who failed to respond at all. This is a questionable employment assistance service for seniors and should be investigated. Resources for Older Jobseekers AARP Foundations workforce programs offer solutions to help unemployed and independent workers chart a course toward financial security, helping you take advantage of the skills and experience you already have and providing training and guidance to help you navigate the technological advances and other changes creating a new world of work. NEED NEW SKILLS?AARP Foundation SCSEP ***************** Service Employment Program) offers unemployed adults 55 and older work-based training and skill-building opportunities within a variety of community service organizations and agencies.

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  BBB of ******************** and Eastern PA 
  *******************************************************;
  *************************;
  
  RE:      Complaint #********
              *******************************
              **************************************
              **************
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding Ms. ***************** claim that her application for employment through the **************** Service Employment Program (SCSEP) managed by AARP Foundation was not administered in a timely fashion. We have investigated this matter and welcome the opportunity to respond.
  
  AARP Foundation SCSEP was established 45 years ago to assist those who are unemployed gain on-the-job training experience and find permanent employment.
  
  **************** initially expressed interest in the program during a time-period that we were not enrolling new applicants to the program. As a federal grant ******** SCSEP utilizes a funding mechanism that limits the number of participant slotsdedicated to any serviced county.
  
  On May 23,2024, when enrollment opened again, our AARP Foundation SCSEP representative reached out to **************** to start her application over the phone. *******************************, who is the Assistant Project Director for the office, then sent *************** the completed application for necessary signatures and requested supporting documentation. SCSEP structures its project sites with two full-time employees, a project director, and an assistant project director, who are supported by other program participants interested in learning office administration skills.  Only the two full-time employees are permitted to process enrollments.
  
  **** reached out to **************** on multiple occasions (until June 4, 2024) to verify that she had received the documents and to answer any questions. **** was scheduled for vacation leave from June 5-16, 2024, and, prior to that time, she informed *************** that she could return her forms to the ************** while she was away.
  
  Unfortunately,it appears the representative did not alert Al or the office staff that she had provided these instructions to ****************.
  
  When **** returned June 17th, ** informed her that **************** had been calling his office regularly while she was out.  She was aggressive with the office staff and had complained that **** was incompetent and should be fired.  ** then asked about the status of her application and encouraged **** to reach out and finalize anything needed with ****************.
  After that notification, **** contacted **************** to check on the status of her application. **************** complained to **** was she did not want to sign the application or make copies of documents. At this point, **************** was informed that she could not enroll without agreeing to the enrollment terms and conditions. **** also reminded her that applications are only allowed to be completed within 30 days of their start.
  **************** returned the application (not fully complete, but partially) to ********** via mail, and it was received June 24, 2024, with a postmark of June 22, 2024, and signature dates of June 21, 2024.
  When **** reached out to discuss the application, **************** informed her she did not want to work with her. **************** then reached out to Al to again tell him to fire ****. **************** also informed **** that she plans to call any and all parties to file complaints and grievances.
  A TEAMS call was set up with **** and ** to speak with **************** on July 12, 2024. The meeting only lasted 5 minutes, as **************** stated she did not want to work with **** and would only deal with **, then **************** hung up.
  **************** has also reached out to the AARP ************ in ******* and connected with *********************. He informed **************** that he could pass a message back to the AARP Foundation staff but does not have any authority to make decisions for the program.
  **************** still leaves inappropriate messages for the office and berates those who answer the phone at both the AARP Arizona ************ and **********.
  
  **************** is welcome to again attempt to enroll in SCSEP, and her application will be treated like any other, including being subject to eligibility requirements and availability of space. 
  
  Should *************** have any further questions, she can email any correspondence to my attention at: **************************************** or mail to: ************* Ombudsman, AARP, *************************************; 20049. Additionally, she can call me at **************.
  
  Thank you for bringing this matter to our attention. It is our hope that our actions demonstrate our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. 
  
  
  Sincerely,
  ****************************** Advisor
  AARP ************* Ombudsman Team
  

  Customer Answer

  Date: 08/08/2024

  [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: 22051089
  
  I am rejecting this response because:

  The following false and staged accusations:

   

  
  Unfortunately, it appears the representative did not alert Al or the office staff that she had provided these instructions to ****************.

  This is not an unfortunate occurrence but a complete lack of competence or follow up on the part of ******************** who failed to provide the instructions

  and as a result caused the delay. This is not an excuse. 

  
  
  When **** returned June 17th, Al informed her that **************** had been calling his office regularly while she was out.  She was aggressive with the office staff and had complained that **** was incompetent and should be fired.  ** then asked about the status of her application and encouraged **** to reach out and finalize anything needed with ****************.

  I was never "aggressive" with the office staff and this is a fabricated falsehood to stage feigned offense and is slanderous and libelous now documented by the agents of AARP. Requesting a satisfactory response from the office who completely failed to respond appropriately is the professional way to proceed in light of stalling, hiding behind voicemail and lack of response altogether. 

  
  After that notification, **** contacted **************** to check on the status of her application. **************** complained to **** was she did not want to sign the application or make copies of documents. At this point, **************** was informed that she could not enroll without agreeing to the enrollment terms and conditions. **** also reminded her that applications are only allowed to be completed within 30 days of their start.

  ******************** who finally returned from her vacation contacted me and demanded that I go to a printer and print out the documents, sign them and drive to the ************** in one day as the deadline was looming as result of her delayed processing of my application. ******************** further stated that she had no competence in processing the documents by email for electronic completion and signature and that the documents must be returned on the same day as the 30 day deadline was looming. 

  **************** returned the application (not fully complete, but partially) to ********** via mail, and it was received June 24, 2024, with a postmark of June 22, 2024, and signature dates of June 21, 2024.
  When **** reached out to discuss the application, **************** informed her she did not want to work with her. **************** then reached out to Al to again tell him to fire ****. **************** also informed **** that she plans to call any and all parties to file complaints and grievances.

  I therefore contacted the ************** and requested that they process my application and was directed to send the completed documents to them. I did so and then there was further delay as the agent sat on the documents which were complete and failed to process them. ** then apologized and still did not process the completed application. 

  A TEAMS call was set up with **** and ** to speak with **************** on July 12, 2024. The meeting only lasted 5 minutes, as **************** stated she did not want to work with **** and would only deal with **, then **************** hung up.

  This is again another false and staged statement to conceal the shortcomings of AARP, ******************** and Al by falsehoods and omissions. I joined the Zoom call and ******************** informed me that because I had not completed the application in a timely manner, I was removed as an applicant, but she could "offer" to put me back on the waiting list. Al stayed silent and did not reveal that he had the completed application but failed to advance the application. I stated that this was unacceptable and that my place that I had waited for and had complied with all application requirements was being denied as result of ************************ delays and Al's failure to advance my application.

   

  It is of note that ******************** should have waited to start the application date knowing the 30 day time frame limit until she returned from vacation, or have an alternate individual available to process applications in her absence. All emails and phone messages with the office never revealed that ******************** was on vacation for 2 weeks and I did not understand why my messages were not being returned until one day before the deadline when ******************** returned. 

  I received an unsolicited email from ******************** to speak and ** joined the Zoom meeting looking quite worried as he failed to process the application and passed the matter back to the offending agent, ********************. 

  **************** has also reached out to the AARP ************ in ******* and connected with *********************. He informed **************** that he could pass a message back to the AARP Foundation staff but does not have any authority to make decisions for the program.

  
  **************** still leaves inappropriate messages for the office and berates those who answer the phone at both the AARP Arizona ************ and **********. 

  This is a blatant falsehood and only one follow up call to speak with the Director was made which was professional but did not resolve the issue. No further contact had been initiated with the AARP Arizona ************ or Al's Office. 

   

  AARP has an incompetent staff, failure to advance my application is a timely manner, and resorts to libelous and slanderous accusations when held to account and their shortcomings revealed. 

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

  
  

  Business Response

  Date: 05/05/2025

  Hello.

  This is a rebuttal to a complaint filed (and resolved) in early August, 2024. The claimant also filed a similar complaint with the **********'s office. Our response was the same to their office, including the line "Ms. ****** is welcome to again attempt to enroll in SCSEP, and her application will be treated like any other, including being subject to eligibility requirements and availability of space."

  Ms. ******, in her response to the AG's complaint, stated she preferred not apply again. 

  There is nothing in this rebuttal asking us to change anything in our response or any other desired action.

  We appreciate your assistance.

  Sincerely,

  ***** *******, Sr. ************************** style="font-size: *****rem;">AARP ************* Ombudsman Team

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

  Customer Answer

  Date: 05/07/2025

  [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: 22051089
  
  I am rejecting this response because: AARP Foundation does not advance employment applications who must accommodate the erratic office hours of *** ********** who is entrusted to process the application in a timely manner.

  I was informed that due to the bungling incompetence of *** ********** my application would have to start all over again and I lost my place in line as a result with possibly a months or years long wait. The Phoenix Office has shown a lack of basic competency with claims of not receiving the application that was sent to them. 

  AARP Foundation SCSEP is a questionable entity in regard to the assistance that they claim to offer to seniors and SCSEP incompetent staff and bungling is one example. Solicitations are requested in the AARP magazine and yet it appears that no assistance is actually provided to seniors. The food assistance is offering little or nothing other than help with the SNAP application which is a simple application for anyone to complete and other than that I have found no help from AARP Foundation available. Due to *** ************ failure to process my application I would suggest that she process the application now on file and not return it to the waiting list due to her incompetence and bungling. 

  My application is on file and can now proceed unless AARP SCSEP can confirm that my application was not received in a timely manner and that their subordinate, **********, processed the application in fair manner or failed to respond for 2 weeks while she was on vacation using this as excuse to demand that I complete a new application. 

   

   

  AARP Foundation advances SCSEP Program for seniors. I applied and the agent failed to advance my application in a timely manner. *** *********** went on holiday for 2 weeks and failed to request any additional documents for the application despite my repeated requests. *** *********** finally responded stating that the application had to be completed within 30 days and demanded that I drive to ******* to provide the necessary documents within a one day time frame due to her delay. *** *********** was unable to navigate the system by email stating that she did not know how to send the documents electronically. I sent the documents to the Phoenix office, ** ********, who claimed that he only received the documents 2 weeks later after he was reported to the oversight office. ** ******** absolved his obligation by giving my case back to *** *********** and this was discussed in a Zoom call. *** *********** then informed me that my place was no longer available and the she could offer to place me on the waiting list. I advanced my concerns to ****** ***** who failed to respond at all. This is a questionable employment assistance service for seniors and should be investigated. Resources for Older Jobseekers AARP Foundations workforce programs offer solutions to help unemployed and independent workers chart a course toward financial security, helping you take advantage of the skills and experience you already have and providing training and guidance to help you navigate the technological advances and other changes creating a new world of work. NEED NEW SKILLS? AARP ********************************** Service Employment Program) offers unemployed adults 55 and older work-based training and skill-building opportunities within a variety of community service organizations and agencies.
  
  Regards,
  
  ********* ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/22/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: AARP subcontractor Delta Dental, my ID # ************. Paid 2023-2024 annual premium with rep July 6, 2023, amount per company *********** that payment went through my card was hacked and I got a new one. They now say I owe $.64. Why? I switched to mostly payments for 2023-2024 and confirmed with rep twice my bank account and routing numbers earlier this year. Today they said the last 4 of my routing number in their system does not match my actual number. Asked to speak to a supervisor. After an hour can't get though. They now say call back will be 36 hours to 5 business days. I have a payment due this week. AARP and their subs do not care about the elderly, their customers or accurate data collection. ********************** does not support seniors. I have now wasted an entire morning with no results and am not sure if my insurance will be cancelled due to their error.

  Business Response

  Date: 08/08/2024

  August 8, 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 payment owed to Delta Dental. This complaint has been referred to me
  for investigation and response.
  
  Please be advised that while AARP contracts with providers to make products and services
  available to AARP members, neither AARP nor its affiliate is the provider. When AARP
  receives a complaint such as the one that you forwarded, AARP will forward the complaint to
  the appropriate provider for feedback, research and response. Since ***************************** is
  referring to issues with Delta Dental, we forwarded her complaint to Delta Dental
  for investigation and response.
  
  Delta Dental advised that the member does owe $.64. The account is current and active. The member was contacted and has also been set up on autopay.
  
  Sincerely,
  ***********************
  Member Relations
  AARP Services, Inc.
  ****************************************************************
  ASI Case ID: ********
  

  Customer Answer

  Date: 08/08/2024

  [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:07/21/2024

  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 was checking my bank account and saw the ***** from ARPP. I called and asked what I was paying for and the representative said they couldn't tell what kind of insurance it is. I asked him to stop the withdrawal, he said he did but I couldn't get a refund unless I sent proof of my insurance. I said no. The withdrawal didn't stop. I asked the back to block it and they did but no promises. Then for the 1st time I got a bill for payment that's not the same as the withdrawal, I guess the block worked. I did not expect a company like them would do things like this. As far as I remember I never signed up for a supplemental instance because in 2006 I'm pretty sure I didn't have health insurance to have supplemental insurance. Thank you

  Business Response

  Date: 08/12/2024

  This letter is in response to a recent complaint to the Better Business Bureau, filed by **********************. The issue is regarding an unrecognized charge from UnitedHealthcare. 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 Ms. ******** records with UnitedHealthcare to address her concerns. To assist, we forwarded the complaint on behalf of Ms. ******* to UnitedHealthcares Escalations Team to have a thorough review and investigation completed.  UnitedHealthcares Escalations Team has advised the $16.50 premium was for her AARP ************** RE plan and AARP Certificate Rider DH.  She contacted UHC on 6/17/24 and her *************** was cancelled as of 6/30/24.  Her 7/7/24 account statement reflects that $16.50 EFT payment was received 7/5/24, her current premium for August (for Plan RE) is $10.25, but UHC gave her a $6.25 retroactive adjustment for July (due to cancellation of her ***************) so they withdrew $4.00 on 8/5/24.