Business Profile

Associations

AARP

Headquarters

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Complaints

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

Customer Complaints Summary

262 total complaints in the last 3 years.
112 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:11/28/2023
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:11/18/2023
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:11/02/2023
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: ********
Initial Complaint
Date:09/22/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My dad is 91 years old and has limited sight. He lives independently. I have POA over my dads finances but he needs very little oversight, except for AARP. He had paid AARP 19 different annual membership fees over the past 8 years. I phone AARP in 2018 with the same problem and senior abuse. They stopped for a year and started up again. In 2023 alone, he paid an annual membership of $15 on 1/31/2023, then again another annual membership of $16 on 8/15/2023. In todays mail (09/22/2023) he received another "you have failed to pay" letter stating "we're concerned that we have not yet receibved your Renewal Confirmation.". This is elder abuse, and calls to AARP failed to resolve the issue. He receives multiple AARP Bulletins, along with multiple AARP magazines, none of which he can read. If this abusive practice happens to my dad at age 91, I can only imagine how many other seniors are being dupped by AARP and their fraudulent practices. The list of payments can be provided upon request.
Business Response
Date: 10/16/2023
October 12,2023

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

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

Dear Dispute Resolution Team:

We are writing about the complaint of ********************* that was filed with your office on October 2, 2023, and transferred to our office for handling. The complaint was filed on behalf of his father regarding a claim of multiple membership payments. We welcome the opportunity to resolve this matter.

I attempted to contact ************** to get some specific information regarding his fathers account. To date, I have not received a response.

Unfortunately, without this specific account information I am hindered from proceeding with this matter any further. If ************** would like me to research this issue, he can either respond to my request through the same channel, send it via email to [email protected] or mail it to the following address: AARP Consumer Care Ombudsman Team-A9-135G, 601 E Street, NW Washington, DC 20049.

We look forward to learning more about this issue and assisting ************** and his father in any way possible. Thank you for bringing this matter to our attention.

Sincerely,

***************************
Senior Member Relations Analyst

Customer Answer
Date: 10/19/2023
[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: ********

I am rejecting this response because: My father paid 19 annual subscriptions in the past 8 years. Details of payment dates and check numbers are attached. He Died on October 9th, and has been hospitalized with an injury for the 2 months before that. AARP would recognize all mailings in the past several months have been returned. The company should not have multiple accounts with the same name and address of any individual. He received multiple duplicate magazines and bulletins, along with multiple mailings and solicitations each month. The practices described above are consistent with elder abuse, let alone beyond any normal business practice. The first amendment providing me the right to express my thoughts in a democratic society are not pre-empted by the response language provided by AARP. These business practices are abusive and should be stopped or exposed.
Regards,

*********************
Business Response
Date: 11/01/2023
November 1,2023

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

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

Dear Dispute Resolution Team:

We are writing about the follow-up complaint of ********************* that was filed with your office on October 31, 2023, and transferred to our office for handling. The original complaint was sent by ************** on behalf of his father regarding multiple membership payments, and additional information was requested as a result. We welcome the opportunity to resolve this matter.

In order to assist ************** and his father with their membership and payment concerns, Ill need the following information to investigate:

Members Name
Address
Membership Number
Telephone Number
Email Address if Available
Dates of occurrence for the multiple payments in question

Upon receipt of this needed information, I will be glad to review his fathers account information, and provide a response based on our findings.

If ************** would like to contact me regarding this issue, my direct telephone number is *************. If more convenient, he may also respond to my request through the same channel, forward an email to [email protected] or send a mailing to the following address: AARP Consumer Care Ombudsman Team-A9-135G, 601 E Street, NW Washington, DC 20049.

We look forward to hearing from ************** soon and assisting him further with this matter. Thank you for bringing this matter to our attention.

Sincerely,

***************************
Senior Member Relations Analyst
Customer Answer
Date: 11/02/2023
**************** was my step-father for the past 53 years. **** died on October 9, 2023. Listed below are the 19 payments he made to AARP over the past few years. AARP shoud be held to account for the 19 payments made to their organization in direct response to my charge of elder abuse. I only have financial records to prove any point, and have listed the dates the check cleared, the check number, and the amount of the check. AARP would have all of the records of a **** * ***** in ****** ***** ******** *****. He is the only one with that name in that town. It should not be difficult for a large entity to review their records. If the BBB can not, or will not ask AARP to do this simple request, then we are both wasting our time in seeking a more just society, especially the elderly at risk persons.
**** * *****
PO Box **
****** ***** ** *****

One of His membership # is: 0643514441

Date Check# Amount
8/15/2023 **** $16.00
1/31/2023 **** $15.00
10/14/2021 **** $15.00
4/13/2021 **** $12.00
12/8/2020 **** $12.00
2/10/2020 **** $15.00
3/11/2019 **** $16.00
11/26/2018 **** $12.00
11/8/2018 **** $16.00
2/13/2018 **** $16.00
12/11/2017 **** $12.00
7/17/2017 **** $10.00
6/12/2017 **** $10.00
5/9/2017 **** $16.00
3/22/2017 **** $12.00
6/20/2016 **** $15.00
5/13/2016 **** $12.00
2/24/2016 **** $12.00
6/8/2015 **** $16.00
*************. *****, ****************************************************************
****************** C: ************ H: ************
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:      ********************* #********

Dear Dispute Resolution Team:

We are writing about the follow-up to ***************** complaint filed on behalf of his father, *******************. The complaint was originally filed on October 2,2023, and transferred to our office for handling. We welcome the opportunity to resolve this matter.

After reviewing the additional information we requested on November 1, 2023, and was submitted by ************** on November 7, 2023, it was determined that further documentation was needed to continue the investigation. As **. ***** had, unfortunately, passed just a few days following the filing of the complaint, we require Letters Testamentary or a Letter of Administration for the estate, naming the individual who is the personal representative of the estate and correct contact information.

Unfortunately, we have made attempts to obtain the requested information via telephone and email to no avail. If ************** would like to contact me regarding this issue, my direct telephone number is *************. The documentation can be forwarded to email address [email protected] or mailed to the following address: AARP Consumer Care Ombudsman Team-A9-135G, 601 E Street, NW Washington, DC 20049.

We look forward to hearing from ************** soon and completing the research. Thank you for bringing this matter to our attention.

Sincerely,

***************************
Senior Member Relations Analyst
Initial Complaint
Date:09/17/2023
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.
Hackers ***** ***********, ***************************, ********************* , *********************** at *************************,Connellsville,Pa,*********** got my email address from a ********************************* at ******* county child protective services now they are signing up my email for all kinds of crap inc AARP. i never did this so please delete account and delete email address asap or be sued
Business Response
Date: 09/26/2023
September 26,2023

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

            Re:     Complaint #********
***********************
PO Box ****
                        Hallandale, FL *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding *********************** claim that he was the victim of hackers and wanted his information removed from AARPs database and requested a refund of $2800. We have investigated his concern and welcome the opportunity to resolve this matter.

A record was originated in the AARP database on September 17, 2023. There is no AARP account or credit card associated with this record and we are not aware of the charge to which ************ refers and wishes to be refunded.

We have globally opted-out the email address provided in that record and suppressed any mailings from AARP or our affiliated service providers from being sent to *********** at the address above.

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

If ************ should receive any AARP or AARP Service Provider mailings sent to him at the address above after December 19, 2023, he should feel free to contact me through one of the following channels and it would be my pleasure to assist him further.

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:09/13/2023
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 booked the hotel on 9.7.23 through AARP. We booked ******* Beachfront in Virginia Beach, 9.8-9.12.23, package deal including round trip air fare, hotel and air fare for $2049.89. They advertised beach front, indoor pool, etc. When we arrived, it was a ********, no beach front, no indoor pool, out door pool shut down. There were dogs in the hotel. I called AARP and said we were booked in wrong hotel. AARP said it was the right hotel. I went into the lobby and the front desk clerk said yes they had a reservation under my name, that ******* does this all the time, telling people it's a ******* when it's a ********. I put AARP on the phone with the front desk clerk. Then AARP said it was up to the hotel to reimburse us. Because there were no other accommodations available I was forced to stay there. The elevator didn't work and we got stuck in it. There was no room service due to an employee shortage. bathroom smelled like marijuana. I called AARP every day two and three times a day to try to get a resolution. My whole trip was ruined. I cried every day. AARP offered me $100 for my trouble on Saturday, which I declined. I would like them to refund my money, thank you.
Business Response
Date: 10/03/2023
October 3, 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 regarding AARP Travel Center provided by *******. This complaint has been referred to me for investigation and response.

We are sorry to learn of the experience that ****** ********** had at the ******** ***. 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 their ******* reservation, we forwarded her complaint to ******* for investigation and response.

******* will be contacting her directly to advise the outcome of this matter. We truly apologize for any frustration ****** ********** experienced. Should she have any additional questions or concerns to bring to my attention after hearing from *******, she can respond directly to this complaint or call me at ************. Should you have any additional questions, please do not hesitate to contact me.

Sincerely,
****** *****
Member Relations
AARP Services, Inc.
601 E St NW
Washington, DC 20004
ASI Case ID: ********
Business Response
Date: 10/09/2023
October 9, 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 *********************************. This complaint has been referred to me for investigation and response. This is an update about this complaint.

*******’s Escalations Team has determined that the website advertise that Sandbridge Beach is 2 mi (3.2 km) away and Virginia Beach Station is 13 minutes by foot. ******* also confirmed that the property is advertised as ** ****** *** * ****** ** ******* Virginia Beach. ******* did reach out to the property, but a request for a refund has been denied. It was determined that that the property had provided an option to cancel and rebook with a different hotel before *** ********** checked in, but *** ********** decided to stay. ******* has issued a $200 coupon to *** ********** to use for future travel.

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:09/13/2023
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.
Our truck broke down on Wed Sept 6, 2023 Reached out to AARP Motoring Club(been member for 22yr) which is now ******** Roadside Assistance Stranded for hours in our pickup truck with no restroom facilities and that day was also very hot Dispatcher was rude and was refusing assistance because I did not know the name of garage that I wanted vehicle towed to! After several calls on my behalf and false text messages saying that help was on the way within 15 min We(2 adults in our late 70's) were finally rescheduled around 10:30 pm? and towing company was not told that there were 2 passengers so that presented another problem Towing company found us a motel for the night (another charge $174)We were on vacation and wanted the truck towed to nearest garage Order was written up to be towed back to ME but was never entered in system until during one of my calls I needed to pay in order to get assistance The towing company never got the call till 9pm This is not acceptable roadside assistance I have reached out to AARP/Allstate Roadside Assistance/CEO or President of ARA I want to be reimbursed $756 plus my motel fee of $174 Just the fact that people our age were stranded because I didn't have name of nearest garage and there were 3 in area as I found out when I got back home. And I also needed physical address of where breakdown was This happened in a little town called Marshfield VT and we were able to get off rte2 into parking lot where the ** and general store are Again no help unless I found physical address. To top it off I had no cell service but nice young man hooked me up with WiFi from general store. I won't let this issue go-will even report it to our news station-reporters love these kind of stories. Appreciate any kind of help twds getting reimbursed.
Business Response
Date: 09/25/2023
September 25, 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 about a Roadside Assistance request through the AARP Roadside Assistance provided by ********. This complaint has been referred to me for investigation and response.

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 send 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 sent the complaint on behalf of ****************** to ********s Escalations Team to have a thorough review and investigation completed.

******** advised that the ****************** (the customer) contacted ******** to request a towing service on 9/6/2023 at 5:15 PM CDT. The customer did not know the drop-off location since she was out of her home state. The rescue agent explained to the customer that they needed to know where the vehicle was going to dispatch the service; otherwise,it could be delivered to her home for an out-of-pocket cost of $756.00 since the distance exceeded her benefit limit. The customer refused and asked for a supervisor. The call got disconnected, and the rescue agent did not call the customer back. The customer contacted ******** again at 6:40 PM CDT for a status update. The rescue agent explained that the service was not dispatched since she did not pay the out-of-pocket cost. The customer agreed to pay $756.00 out-of-pocket. However, the rescue agent did not confirm the drop-off location. A provider was dispatched at 8:01 PM CDT with an estimated time of arrival of 60 minutes. The provider arrived and found accommodations for the customers. The provider and the customer arranged for the tow to be performed the following day due to the distance (over 200 miles). The service was completed.
******** called the customer. However, the calls went straight to voicemail. ******** left a voicemail apologizing for any inconvenience they may have caused regarding the tow service requested on 9/6/2023. ******** escalated the rescue agent who missed confirming the drop-off location with their assistance center, so proper coaching and feedback will be given. ******** explained to the customer that they could not reimburse her since the service was completed, and she agreed to the charge. An ******** representative left all the contact information needed for the customer to reach them in case they have additional questions.
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.
650 F Street, NW
Washington, DC 20004
AARP Case ID: ********
Customer Answer
Date: 10/02/2023
[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: ********

I am rejecting this response because:

---------- Forwarded message ---------
From: ***** & *********************** <*************************>
Date: Thu, Sep 28, 2023 at 4:31 PM
Subject: RE: Complaint ID#*******************************
To: <[email protected]>

I have received ********* Escalation teams results to my dissatisfaction with roadside service.
I am not at all in agreement with their not removing $756 charge from my discover account
The main issue here is not being towed to a garage within 100 mile radius because I didn't have a name to give them!! And, in order to get a towing company to rescue us needed to have the $756 charge paid to be towed back home(not what I was asking for) But getting dark and no roadside assistance going to take place unless I paid
If Roadside Assistance cannot or will not help a person in need of being rescued and properly be taken care of then what is the point of having the service? If I hadn't been hooked up to wifi from the Marshfield general store sounding like I(** yr old lady) would be flagging someone down on rte *)
So Thank goodness the store hadn't closed yet and thankgoodness for a very nice tow guy who took us under his wing and found us a place for the night before being towed back to ME next day per orders of ********-not me
What do you suggest to be next step?
I have talked with a lady from AARP member relations(***********************) who is supposed to pursue issue further
Any further suggestions or support would be greatly appreciated
*************************
Regards,

*************************
Customer Answer
Date: 10/03/2023
Just one more added disappointment with Allstate Roadside Assistance
I do believe there is a CEO and his name is *************************?
I have reached out to him cple of times thru emails and no response and this is going on 4 weeks since incident
Is BBB able to help me contact him-he needs to know about this unacceptable situation
Not impressed at all with his lack of communication

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