ComplaintsforAARP

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I get weekly calls from the claims department telling me I have an outstanding balance when I never joined. They get argumentative when I try to tell them I never joined then they hang up on me before I finish.

  Business response

  07/19/2023

  July 19, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:     Complaint #********
                          **********************************
                          *** *************
                          Clayton, IN *****
                         
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding ***********************-*****'s statement that she gets weekly calls from the claims department about an outstanding balance. We have investigated her concern and welcome the opportunity to resolve this matter.
  
  As mentioned in her complaint, *********************** is not an AARP member. Upon receipt of the complaint on July 17, I called ***********************. She returned the call later that day and left a voicemail message with some additional detail. She stated that the callers sound like they are calling internationally, and that they identify themselves as calling from the “AARP Claims Department.” These details identify the calls as imposter phone calls. AARP does not have a membership “Claims Department.” We do not have offshore contact centers.
  
  I contacted my colleagues at AARP Fraud Watch, and they have provided some steps for ********************** to protect herself from these imposter phone calls:
  
  Put your phone number on the FTCs National Do Not Call Registry. It will not stop spam calls, but it will make them easier to spot because most legitimate telemarketers will not call you if you are on the registry.
  
  Consider using a call-blocking mobile app or device to screen your calls and weed out spam and scams. You can also ask your phone-service provider if it offers any blocking tools.
  
  Set your mobile device to silence unknown numbers which sends any call you do not have into your contact to your voicemail. (steps for ***** ****************************************) (Steps for ******* *************************************************************************)
  
  Hang up on illegal robocalls. Do not speak to them.
  
  We hope one or more of these suggestions is helpful to ***********************.
  
  If ********************** has any further questions or concerns, she may call me directly at **************, and it would be my pleasure to assist him further. If more convenient, she may send an email to **************************************** or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC  20049.  
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  *************************
  Consumer Care Ombudsman
  ***************************************

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would like to be removed from there mailing list. This is the second attempt to be removed from there mailing list. Thank You Mail came from : AARP 601 E STREET NW WASHINGTON, DC 20049 Please remove from your mailing list : **** ** ******** ***** * ***** *** Buckeye, AZ **********

  Business response

  07/17/2023

  July 17, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:     Complaint #********
  *************************
                               ***********************
                          Buckeye, AZ  *****               
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding ****************** request that he no longer receive solicitations from AARP. We have investigated his concern and welcome the opportunity to resolve this matter.
  
  ******************** had a previous (now expired) AARP account which was tied to a Plymouth,IN address. It expired at the end of September 2012. At his request, we had suppressed all targeted mailings from AARP and our affiliated service providers to that addresses in 2012 and 2013.
  
  On researching this issue, I found neither a change of address nor a request to suppress mailings at the Buckeye, AZ address.
  
  I have processed this request for targeted mailings (those which are sent to a particular individual at a specific address) from AARP and our affiliated service providers. As some mailings are prepared ahead of their distribution date, it may take up to 12 weeks for this request to filter through our database, and those of our service providers.
  
  AARP also distributes “generic” promotional pieces that are sent out in mass mailings as part of AARPs overall membership acquisition program. These pieces are neither addressed to nor targeted to a particular person or household. They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail or inserted inside a subscription newspaper or catalog.
  
  If ******************** has any questions or concerns, he may call me directly at **************, and it would be my pleasure to assist him further. If more convenient, he may send an email to [email protected], or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC  20049.  
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  *************************
  Consumer Care Ombudsman
  [email protected]

  Customer response

  07/20/2023

  [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

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a package deal with aarp travel to go see my grandson graduate from the *** *****. Unfortunately the dates was misconstrued and I needed to be in Texas the 11th inside of the 12th I called aarp and explained to them the issue and documentation that supported it. I originally tired to change my package one day up and they told me it would cost $99 ***** fee which is fine and then almost $600 each person to push up my vacation a day. I tired to transfer the ticket to my other grandson name and they also said I could not. I already booked another flight to go down on the 11th and asked if the flight to Texas it’s self can be credited to me in an airline credit and they told me I couldn’t do that and would loss my entire ticket. I speak with ***** maybe thinking they could do it but they said unfortunately there is nothing they can do because the ticket was booked through aarp that they should do it under the circumstances. All I am asking is for the price of a one way ticket.

  Business response

  07/14/2023

  A refund for the return flight has been denied as the member booked a round trip ticket. An offer to modify the trip from a round trip to one-way and pay the applicable fees and fare difference (if any) was given to the member; however they have been unresponsive to *******. Contact information was provided should they wish to move forward with the adjustments.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Since the day I renewed my account, more than 30 days ago, I have been unable to login to my account, because it was associated with an email that I never heard of. Plus it was associated with a phone number that I don't; recognize. All they had to do was fix my phone number so I could receive the sms text message that would allow me to update the email address, which should allow me to login. Additionally, since the account was linked to an email and phone I don' recognize, I contacted their fraud department and they said they only deal with scams. Every deadline they have given me has come and gone and they never contact me. This is my last resort.

  Business response

  07/06/2023

  July 6, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
                 Re: Complaint ID  ********
  *************************
  ***** **************
  CONVERSE, Texas *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ************************* claim that he has been unable to login to his aarp.org online account due to our two-factor identification process. We have investigated his concerns and welcome the opportunity to resolve this matter.
  
  *************** called AARPs contact center on May 24, 2023, asking for assistance in updating his phone number. An escalation case was created for the AARP Consumer Care Ombudsman Team at that time. **************** called the contact center again on June 9, stating he was still having difficulties as his original problem had not been resolved. Another case was created for the Consumer Care Ombudsman Team to handle. Unfortunately, the agents with whom he spoke used an incorrect procedure, and the Ombudsman Team did not work his cases in a timely manner. We apologize for the inconvenience this caused *************** and the appropriate coaching has been passed to contact center management.
  
  As of July 6, 2023, ****************** email address has been updated to ********************** and the correct phone number, ************,has been added to his account. He should now be able to login to AARP.org.
  
  After further investigation, our technical team let us know the email address, ****************** was added to the account on April  7, 2021. This email has been removed from **************** account.
  
  If **************** should have other issues with AARPs two-factor authentication process or login issues, he may call me directly at **************, and it would be my pleasure to assist him further. 
  
  If more convenient, he may send an email to [email protected] or mail it to the following address: AARP, Consumer Care Ombudsman, 601 E Street, Washington, DC  20049. 

  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  ***************************
  Consumer Care Ombudsman

  Customer response

  07/12/2023

  [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

  06/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They say they cannot delete my online community board profile. I want my username, email address and phone number deleted from their database. Thank you.

  Business response

  07/06/2023

  June 7, 2023
  
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:      Complaint #********
                          ***************************
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ********************* claim that AARP has not deleted her online community profile, despite requests to do so. We have investigated her concern and welcome the opportunity to respond.
  
  ****************** mentioned this in an online BBB comment on the AARP page on June 16, 2023. Our IT department investigated the request, and we responded on June 19, 2023, that the information has been removed.
  
  On receipt of this complaint, our IT department, once again, confirmed that the information has been removed from the AARP Online Community.
  
  If ***************** has any further questions, she can call me directly at ************** and I will be happy to assist her further. I am available Monday-Friday from 9AM-5PM ET.
  
  If more convenient, she may send an email to my attention at: [email protected]
  or mail to the following address: AARP, Ombudsman Team, 601 E Street, Washington, DC  20049. 
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  *************************
  Consumer Care Ombudsman
  [email protected]
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a flight and hotel to the Dominican Republic through AARP Travel Center on 2/12/2023 for travel on 4/29/2023 to 5/6/2023 (Itinerary # **************). AARP offered a $50 prepaid **** card for booking this trip. The confirmation email indicated that I would receive an email providing details about how to retrieve the card 30 days before the trip. I never received the email, so I contacted AARP, and they told me to contact ***** Card customer service. ***** card customer service said they had no record of me in their system and told me to call AARP to obtain a ***** Reference ID number. I contacted AARP twice and they were not able to provide me with a Reference ID but stated that I was eligible for the prepaid card. I was told that they would escalate the matter to their supervisors and contact me. To date, I have not received any contact from AARP or ***** card. I would like this issue resolved and to receive the prepaid **** card.

  Business response

  06/21/2023

  June 21, 2023
  
  BBB of Metro Washington DC &
  Eastern Pennsylvania (Washington, DC)
  1411 K St, NW 10th Floor
  Washington, DC 20005-3404
  
  Re:*******************************
  ***********
  
  Dear BBB Representative:
  
  This is a response to a recent complaint to the Better Business Bureau, filed by *******************************. The issue is in regard to *******. This complaint has been referred to me
  for investigation and response.
  
  We are sorry to learn that ******************************* did not receive his prepaid card after making a package booking through *******.
  
  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 *******, we forwarded his complaint to ******* for investigation and response.
  
  Expedia has advised that ****************** qualified for a prepaid card by making a package booking. Expedia was able to confirm that the redemption email was sent to ****************** on May 31st.  This email was opened, and the redemption link clicked.  ****************** successfully redeemed for an Amazon gift card.
  
  We truly apologize for any frustration ******************************* experienced. Should he have any
  additional questions or concerns to bring to my attention, he can respond directly to this complaint or call me at ************. Should you have any additional questions, please do not hesitate to contact me.
  
  Sincerely,
  ***********************
  Member Relations
  AARP Services, Inc.
  ************************************************
  ASI Case ID: ********

  Customer response

  06/23/2023

  [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

  05/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In 2021 I started receiving mail from AARP addressed to a ******************* at my home. The address has an apartment number in it. My home is a standard single home dwelling, no apartments. I asked AARP to stop. It took weeks but it did stop, until in February this year something for Life Insurance, and today apparently we are getting more life insurance mail. I also filled in the privacy opt out form on the AARP website over 18 months ago now, so how is this even happening? This is a cease and desist request. Stop marketing to a non existent person at my home. Observe the opt out request already submitted. Instruct anyone you (AARP) sold the details for ***** **** too. I will open an account and charge for collection, handling, review and disposal of any further mail items. $25 per item, payment terms 30 calendar days. I charge $15 for reminders, and I pass attorney fees for collecting on the account balance if needed. I really don’t want to do that, but it might be the only way to stop this harassment? Thanks

  Business response

  06/14/2023

  June 14, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:     Complaint #********
                          *****************
                          **** ***********
                          Fort Worth, TX *****
                         
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding ***************** claim that he continues to receive solicitations addressed to ******************* from AARP affiliated service providers despite his request that they stop. We have investigated his concern and welcome the opportunity to resolve this matter.
  
  Our research revealed that **. ******** reported the mailings in October 2021 and a suppression was added for that name at the address above (plus apartment #****).We also see that he called on February 16, 2023, and stated he was getting mail once again. The previous suppression was still on the profile and the agent with whom he spoke confirmed that fact.
  
  While the screenshots he provided with his complaint of the mailings from October 2021 clearly show AARP affiliated service providers as the senders, the most recent mailing shows no return address nor identifies a sender. We cannot determine whether this information is from an AARP-affiliated service provider. Without this information our further research is hindered.
  
  If **. ******** can provide a screenshot of the contents, and they are from one of our affiliated service providers, we will be happy to research this issue further. He should feel free to contact me through the channels, below.
  
  **. ******** should be assured that both he and ******************* have been suppressed in our system from receiving solicitations from AARP and AARP affiliated service providers.
  
  If **.******** would like to share additional information, or he has any further questions, he may call me directly at **************, and it would be my pleasure to assist him further. If more convenient, he may send an email (and attachments) to [email protected], or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC  20049.  
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  *************************
  Consumer Care Ombudsman
  [email protected]

  Customer response

  06/18/2023

  [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 ********.

  I returned the mail to unknown ******************* so I cannot open it. I will open any future item to assist further.

  I find that this resolution is satisfactory to me.  

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

• Initial Complaint

  05/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Had ** ************** for at least 2 years, thru AARP. 03/2023, I needed to change autopsy date from 24th of month to the 3rd of the month. Typical of AARP, policy cancelled instead. Now they want almost $600 to reinstate. If its with AARP, it's guaranteed to go straight to ****.Membership# **********

  Business response

  06/28/2023

  June 28, 2023
  
  BBB of Metro Washington DC &
  Eastern Pennsylvania (Washington, DC)
  1411 K St, NW 10th Floor
  Washington, DC 20005-3404
  Attn:BBB Representative
  
  Re:***************************
  ***********
  
  Dear BBB Representative:
  
  This letter is in response to a recent complaint to the Better Business Bureau, filed by ***************************. The issue is regarding payment due date with *** **** ****. This complaint has been referred to me for investigation and response.
  
  Please be advised that AARP contracts with providers to make products and services available to AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research and/or response. Since AARP is not the service provider, we unfortunately cannot access ************** records with *** **** **** to address her concerns. To assist, we forwarded the complaint on behalf of ************* to ******** ****'s Escalations Team to have a thorough review and investigation completed.
  
  *** **** **** advised that their Compliance Department has composed a letter providing details of why Autopay stopped. The letter was overnighted to the *** *****. The autopay was canceled through their Customer Service Website. This was confirmed with the customer when she called *** ****, on the same day. The reinstatement amount represents past due premiums, no fees are added.
  Should you have any additional questions, please do not hesitate to contact me directly by calling ************.
  
  Sincerely,
  
  ***********************
  Member Relations
  AARP Services, Inc. 
  ************************************** *****
  AARP Case ID: ********

• Initial Complaint

  05/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company renewed a subscription I previously cancelled. I enrolled my grandmother in AARP when she came to live with me in 2021. She passed away that same year in August. I could have sworn I cancelled this membership previously however in May 2022 I made sure to take a screenshot. On May 17, 2023 an email was sent to the account I created for my grandmother saying thank you for your renewal. What renewal? She is deceased! Who contacted you? Surely not me. Please delete this account and stop charging my card without my permission. Thank you.

  Business response

  06/09/2023

  June 9, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:     Complaint #********
                          ******************* (for ***************************)
                          PO Box ***
                          Barksdale AFB, LA *****
                         
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding *************** claim that she previously cancelled the AARP membership for her late grandmother, ***************************, but was recently charged for a renewal. We have investigated her concern and welcome the opportunity to resolve this matter.
  
  An AARP membership was created for *************************** on June 7, 2021, for the discounted rate of $12/1-year. This 25% discount off the full membership rate of $16/1-year is an incentive to place the account on Auto-Renew. Under this program the membership renews for a one-year term annually for $16 on June 7 each year. Automatic renewal reminders are sent to members approximately six weeks ahead of their renewal date.
  
  This membership auto renewed on June 2, 2022.
  
  **. ****** account shows that an auto-renew reminder was sent out this year on April 28, 2023.
  
  There is nothing in the contact history on this account showing that ********************** was informed of the passing of ***************************. Had we received notice, the membership account along with any auto-renew feature, would have been cancelled immediately.
  
  The auto-renew was cancelled online on May 7, 2023. This is reflected in the first screenshot ******************* included in her complaint. It shows an account expiration date of June 30, 2023. Had the auto-renew been cancelled in May 2022, it would show an expiration date of June 30, 2022.
  
  We are not sure why she received an email showing a new $12 charge. It might have been an email triggered by something ************** inadvertently processed when attempting to cancel the accounts auto-renew online. The email is advising of an upcoming June 7 $12 charge --- which did not and will not occur because the auto-renew was cancelled.
  
  I have noted **.************************** passing on her account. This has cancelled the account and will stop mailings to the address on file from AARP and our affiliated service providers. As some mailings are prepared ahead of their distribution date, it may take up to 12 weeks for this request to filter through our database and those of our service providers. We appreciate **. *************** patience and understanding and extend our belated condolences on the loss of her grandmother.
  

  If ************** has any questions or concerns, she may call me directly at **************, and it would be my pleasure to assist her further. If more convenient, she may send an email to  email to [email protected], or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC  20049.  
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  *************************
  Consumer Care Ombudsman
  [email protected]

• Initial Complaint

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As a retired American and veteran, I am concerned that one of the largest contributors to political action has no easily accessible complaint path. If I accessible their site and select "feedback" or any other way of complaint against the organization, I am placed into a feedback loop connecting me to any other organization but AARP. I would think an organization as powerfully as they are, in control of social security, health care, and other rights would have a way for me to express my dissatisfaction with their beliefs. This is especially true when they require me to join them so I can use their health insurance. Sounds like a scam, but is it legal? Unable to find a way to give feedback to this company

  Business response

  06/07/2023

  June 7, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:      Complaint #********
                          *********************
                          **** *****************************
                          Port St. Lucie, FL *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding *********************** claim that has been unable to contact AARP to provide feedback on issues. We have investigated his concern and welcome the opportunity to respond.
  
  ************** has been a valued AARP member for 22 years. We thank him for his membership and for his service.
  
  AARP provides members and others the opportunity to contact us through a variety of channels. At the bottom of our home webpage at: www.aarp.org there is a “Contact Us” button, which will provide online, chat and phone channels for communication, questions, and feedback. We hope this information is helpful.
  
  If ************** has any further questions, he can call me directly at ************** and I will be happy to assist him further. I am available Monday-Friday from 9AM-5PM ET.
  
  If more convenient, he may send an email to my attention at ******************************************************************************************************************************************************************************************************************************************************* We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  *************************
  Consumer Care Ombudsman
  [email protected]

*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. ↩