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

  1415 L St Ste 960 Sacramento, CA 95814-3977

• 

  AARP Nevada

  5820 S Eastern Ave Ste 190 Las Vegas, NV 89119-3032

• 

  AARP North Carolina

  5511 Capital Center Dr Ste 400 Raleigh, NC 27606-3365

• 

  AARP Oklahoma

  126 N Bryant Ave Edmond, OK 73034-6301

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:12/08/2023

  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 a senior citizen on a fixed income and pay $307 to AARP supplement insurance and I cannot open my account to look at my claims - the automated phone call to receive a security code does not work and I have been on the phone for the last 3 days trying to get help - those who say they will call back do not call back - I have also called the CEO ******* at ************ and have received NO help - disrespectful to a senior citizen - God is watching

  Business Response

  Date: 12/12/2023

  December 12, 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 regarding ******************** **************** account access. 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 **. ******* contact history to UnitedHealthcare to address her concerns. To assist, we forwarded the complaint on behalf of **************** to ***************** Escalations Team to have a thorough review and investigation completed.
  
  ****************’s Web Technical department contacted *** ****** and co-browsed with her to better understand the issue. It was determined that the system is not functioning correctly and has been escalated to the correct department within **************** to resolve.
  
  We apologize for the inconvenience **************** has experienced. Should you have any additional questions, please do not hesitate to contact me directly by calling ************
  
  Sincerely,
  
  *********************
  Member Relations
  AARP Services, Inc. 
  620 F Street, NW 
  Washington, DC 20004
  AARP Case ID: ********

• Initial Complaint

  Date:12/05/2023

  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 paid 20. 00 for a AARP Driver's class I attended October 30th 2023. My check has not cleared. I have called several times and no one seems to know what happened to my check. I just want my check tdeclare and it hasn't.

  Customer Answer

  Date: 12/06/2023

  I am sending  a copy of the Class Receipt  showing I paid 20.00  for the course. AARP Class identification number is ******. I submitted my 20 dollar  check. October 30th.  The check has NOT cleared. I keep getting the run around about what happened to it. It is December 6.

  Business Response

  Date: 12/18/2023

  December 18, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re: ***************************, Complaint # ********
  
   Dear Dispute Resolution Team:
  
  We are writing regarding the complaint of ******************************* that was filed with your office on December 6, 2023 and transferred to our office for handling. The complaint entails a check payment for completion of the AARP Driver Safety course that has not cleared her bank to date.
  
  Currently,the matter is under investigation.  Our records indicate that ****************** attended the AARP Driver Safety on October 30, 2023, and successfully completed the course. Fortunately, it is our understanding that ****************** received the full benefit of her payment, in that she received her AARP Driver Safety completion certificate at the end of the course. Her concern as to why the $20 course payment submitted to the instructor had not cleared her bank after several weeks is the subject of our ongoing research. We thank ****************** for reporting this issue.
  
  If ****************** should need any additional assistance while we complete our review, she may call me directly at **************, and it would be my pleasure to assist her further. If more convenient, she may send an email to [email protected] or mail it to the following address: AARP, Consumer Care Ombudsman Team-*******, 601 E Street, NW, Washington, DC  20049
  
  Thank you for bringing this matter to our attention. I hope that we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  ****************************
  Consumer Care

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I continue to received AARP mailers to my address for people that do not live at my address. Attached is a photo of the latest mailing.

  Business Response

  Date: 12/14/2023

  December 13,2023
  
  BBB of Metro Washington, DC, and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:  *********************** ********
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ************* claim that he continues to receive numerous unwanted mailings from AARP addressed to ********************************* at his address. We have investigated his concern and welcome the opportunity to resolve this matter.
  
  Our database has a record for ************************* which was created in our system on January 26, 2016; however there was no record of ******************************* at the address **************** provided.
  
  On December 12, 2023, we suppressed targeted mailings (those specifically sent to *******************************) from AARP, and our affiliated service providers at the following address:
  
  ***** ****************
  MIAMI, Florida *****
  
  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, and therefore, **************** may still receive mailings addressed to ******************************* in that time frame.
  
  If **************** continues to receive additional mailings after March 5, 2024, he may call me directly at **************, and it would be my pleasure to assist him further. We ask that he please have the specific mailing available, as each notice has specific codes that will aid in their identification. If more convenient, he may send an email to my attention through the following email address,***************************************.
  
  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 Answer

  Date: 12/14/2023

  [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

  Date:11/22/2023

  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 been a member of the AARP ****** ****** Supplement for many years. I did not realize I was late with payment. My insurance was cancelled on November 19. 2023. I offered to pay two month now, however they now want me to pay in advance to include December as punishment. I can't pay that at this time and I don't want to loose my coverage. I have spoken to them, to no avail.

  Business Response

  Date: 12/18/2023

  December 18th, 2023
  
  BBB serving Metro Washington DC & Eastern Pennsylvania (Washington, DC)
  1411 K St. NW, 10th Floor
  Washington, DC 20005-3404
  
  Attn: BBB Representative
  
  Re:***************************
  ID: ********
  
  Dear BBB Representative:
  
  This letter is in response to a recent complaint to the Better Business Bureau, filed by ***************************. The issue is regarding billing with ****************. This complaint has been referred to me for investigation and response.
  
  *************** is an AARP member and was requesting a billing adjustment for his AARP ******** Supplement provided by ****************. He understood that his insurance would be canceled if he did come to an agreement with **************** over the balance due. I spoke with **************** and then coordinated with **************************, a service account manager  at **************** to come to an agreement over a billing adjustment on 12/06/2023. On 12/7/2023, I confirmed the billing adjustment on the phone with ****************.
  
  We apologize for the inconvenience **************** has experienced. Should you have any additional questions, please do not hesitate to contact me directly by calling ************.
  
  Sincerely,
  
  ***************************
  Member Relations
  AARP Services, Inc. 
  601 E St NW
  Washington, DC 20004
  AARP Case ID: ********
  

• Initial Complaint

  Date:11/18/2023

  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.

  Aarp keeps sending me garage spam mail. I have never contacted them for service nor am I going to ever use any of there services

  Business Response

  Date: 11/20/2023

  November 20,2023
  
  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 she receives unwanted solicitations mailings from AARP. We have investigated his concern and welcome the opportunity to resolve this matter.
  
  We could not identify anyone in our database with that name through the information provided (name, zip code, phone number, email address).
  
  If *************** can provide her full street address, we can add that information to effectively suppress any targeted membership solicitations. She can send that information through any of the channels listed below.
  
  In addition to targeted membership 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 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 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

  Date:11/07/2023

  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.

  To The BBB November 7, 2023 Morning: This complaint is filed on behalf of consumer *** ** ********, Exec Chairman of ******* ******** ******* Corporation. *** ******** was a member of AARP when AARP gave *** ******** AARP The ******** Insurance for the auto policy. *** ******** made excellent payments once the auto policy in question was purchased on 8/22/2022 via AARP. *** ******** filed no claims , had an excellent payment history never late nothing. The monthly rate was $74.00 which was paid every month as referenced to AARP The ******** for close to a year. In March of 2023 *** ******** received an email from AARP The ******** for a auto renew of the policy was because *** ******** was an excellent paying insured, no claims filed etc. *** ******** saw the "increase in the rate from $74.00 to $84.95 for the same policy, no increase for coverage nothing. AARP The ******** stated to *** ******** whom questioned the increase as to state by AARP The ******** " the price increase is because of the SC Dept of Insurance rate increase". This was not correct as stated by AARP The ********, the "Sc Dept of Insurance stated at no time was The ******** required to increase Sc insured account holders". AARP The ******** increased the rates for their CEO to get a salary increase from his now $14 Million per year, to insured holders of AARP The ********. *** ******** was advised to cancel the excellent paid policy with no claims filed , no late payments. AARP The ******** has refused to refund *** ******** $891.00 with now daily interest compounded for their Breach of Contract, intentional deceptive practices to defraud seniors via their AARP The ******** partnership. AARP has refused to communicate, refund their partners $891.00 back to *** ******** checking used to make all payments for AARP The ********. The past insured has been threatened with collections by the AARP The ******** for $17.99 as well. The Executive Leadership of AARP has refused comment. Thank you file .

  Customer Answer

  Date: 12/05/2023

  Thank you BBB

  Please add to said complaint ********** Insurance /******** via AARP ***************************, Senior Counsel has refused to communicate to our office in regards to their warranted an d demanded full refund back to ******************** and to his checking account they used to debit every month for the auto policy in question $852.89. AARP as well has refused any assistance via their partnership with The ******** and the AARP whom gave ******************** The ********. The refund is due and payable now to *********************

  Please add to said complant.

  Merry Christmas

  ******* ******** *********** Corporation Legal ******

  ******* ******** ********** Corporation

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

  CC: ********************

  Business Response

  Date: 12/20/2023

  December 20, 2023
  
  BBB of Metro Washington DC &
  Eastern Pennsylvania (Washington, DC)
  1411 K St, NW 10th Floor
  Washington, DC 20005-3404
  
  Attn: BBB Representative
  Re: ******* ******** ************ Corporation Legal Legal Dept
  
  ID: ********
  
  Dear BBB Representative:
  
  This letter is in response to a recent complaint to the Better Business Bureau, filed by ******* ******** ***********  Corporation Legal Legal Dept. The issue is regarding a premium increase with The ******** and a refund request. This complaint has been referred to me for investigation and response.
  
  Please be advised that AARP contracts with providers to make products and services available to AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research and/or response. Since AARP is not the service provider, we unfortunately cannot access **. ********* records with The ******** to address his concerns. To assist, we forwarded the complaint on behalf of ******************** to The ********* Escalations Team to have a thorough review and investigation completed.
  
  The Hartford advised that they have informed the member that the premium is being lawfully retained for the coverage that was provided during that time. The bill of $17.33 is the remaining amount of earned premium owed to cover the time the policy was active from August 2, 2023, until the requested September 6, 2023,cancellation date. However, this amount has since been waived and will not be pursued further. The Hartfords position remains unchanged.
  

   We apologize for the inconvenience ******************** has experienced. Should you have any additional questions, please do not hesitate to contact me directly by calling ************
  
  Sincerely,
  ***********************
  Member Relations
  AARP Services, Inc.
  601 E. Street NW
  Washington, DC 20004
  AARP Case ID: ********

• Initial Complaint

  Date:11/02/2023

  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 bought on October 17 Thru October 21 on AARP *******Travel center a package with Rental car, hotel and Fly tickets and the offer is that I received a $ 50.00 dollar gift card in one week and I just waiting for my gift card. Invoice # is **************. / *********.

  Business Response

  Date: 11/13/2023

  I received a call from *********************************** on November 11, 2023, advising me that he received the $50.00.

  Customer Answer

  Date: 11/13/2023

  Good morning ??: My complain With AARP *******. I traveled from Oct. 17, 2023 to Oct 20, 2023. In the Advertisement of AARP And ******* Says : You Will receive the $50.00 dollar gift card next Week. Passed 2 Weeks and I didn't receive. That's my complaint. Thanks for your help I received My Gift card. The situation when you call AARP ******* is Two days of waiting to respond You. Thanks.

• Initial Complaint

  Date:11/01/2023

  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 signed up for my AARP card because I just turned 50 I have received 5 to 6 phone calls a day since from elder care every single time I get them on the phone they will not allow me to speak to a manager and they hang up on me every single time I told him to stop calling me and take me out there. Do not call list, they wont take me off their list and Im bout ready to go nuts with all these random phone calls

  Business Response

  Date: 11/15/2023

  November 15,2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:     Complaint #********
                          **** *****************
                          ****************
                           Arvida, CO *****                 
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding ************** claim that he has received multiple phone calls regarding eldercare after joining AARP. We have investigated his concern and welcome the opportunity to resolve this matter.
  
  As mentioned in his complaint, ************ has been a valued AARP member since last month. He did not share a telephone number when he enrolled. We do not have a phone number linked to his membership record and he does not currently participate in the AARP Rewards program which would necessitate sharing a phone number for verification purposes.
  
  He called the AARP contact center on November 9. The representative explained that the calls appear to be scam calls and provided a transfer to AARP Fraud Watch for some assistance.
  
  We understand how frustrating these calls can be. My colleagues at AARP Fraud Watch have provided the following link to our website that provides a variety of information to help screen and eliminate scam/spam phone calls:
  ***********************************************************************************************************.
  
  I have added the phone number ************ provided in his complaint to our Do Not Call list.
  
  If ************ has any questions or concerns, he may call me directly at **************. 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]
  
  

• Initial Complaint

  Date:10/20/2023

  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 10/8/2023 I cancelled the AARP road side service. I was promised a refund of $22.20. I only received $1.20. I was told they charged for a tire repair. I had this service for over 5 years only used them that one time. They told me caused I used their service that one time, I only received $1.20. They adjusted the refund cause I cancelled the service.

  Business Response

  Date: 10/27/2023

                                            October 27, 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 a refund from AARP Roadside Assistance provided by Allstate. 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 sent, 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 his concerns. To assist, we forwarded the complaint on behalf of ************* to ********* Escalations Team to have a thorough review and investigation completed.
  
  ********* Escalations Team has advised that they spoke to the member and explained a full reimbursement ($22.20) was not issued by the system since a claim was rendered on 8/15. However, Allstate could issue it as a goodwill gesture. Allstate issued the remaining $21.00 in the form of a check.
  
  We apologize for the inconvenience ************** has experienced. Should you have any additional questions, please do not hesitate to contact me directly by calling ************.
  
  Sincerely,
  ***********************
  Member Relations
  AARP Services, Inc.
  601 E St. NW
  Washington, DC 2004
  AARP Case ID: ********

  Customer Answer

  Date: 10/27/2023

  [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

  Date:10/01/2023

  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 was getting a car insurance quote less than an hour ago today October 1, 2023 of $1881 and I did not have AARP membership. I selected no when asked if I had a membership. I decided to join AARP to see if it reduced the quote, and instead it went up to $2024. When I went back to unclick yes for the AARP membership and get back to the original quote that was confirmed at the point of purchase now, the question was not even there. How did the price go up??? So who gets the $140 extra dollars for my joining AARP? What is going on? I thought AARP was a reputable organization, now think they have scams going. I feel this is very disingenuous and very bait and switch. I want to cancel my AARP membership and get the rate I was originally quoted. This is a very bad thing they are doing to customers. I know to contact BBB and others, but many people are just scammed.

  Business Response

  Date: 11/16/2023

  November 16, 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 a car quote through AARP Auto & Home Insurance provided by The ********. 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 The ********’s records to address her concerns. To assist, we forwarded the complaint on behalf of *** ****** to The ********’s Escalations Team to have a thorough review and investigation completed.
  
  The ********’s Escalations Team has requested that the Better Business Bureau send a complaint to The ******** directly. This complaint should be assigned to the Connecticut office for the proper jurisdiction. Once they received the complaint, The ******** will respond to the customer’s concerns and the address the complaint.
  
  We apologize for the inconvenience *** ****** has experienced. Should you have any additional questions, please do not hesitate to contact me directly by calling ************.
  
  Sincerely,
  ****** *****
  Member Relations
  AARP Services, Inc.
  601 E Street, NW
  Washington, DC 20049
  AARP Case ID: ********