Business Profile

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AARP

Headquarters

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Initial Complaint
10/20/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
09/17/2023
Complaint Type:
Billing Issues
Status:
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.
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
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
09/13/2023
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
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
09/13/2023
Complaint Type:
Service or Repair Issues
Status:
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.
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
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 response
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 response
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
Initial Complaint
09/05/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
I am receiving unwanted unsolicited junk mail, for example, ******** ******** with the AARP logo on the mail piece in my mailbox. I want the junk mail to stop immediately, and remove my address from the junk mailing list.
Business response
09/12/2023
September 12,2023

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

            Re:     Complaint #********
*************************
**********************
                        Farmington, NM *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding ****************** claim that she receives unwanted solicitations with the AARP logo, which she would like to stop. We have investigated his concern and welcome the opportunity to resolve this matter.

******************** has been a valued AARP member for 11 years.

AARP provides members the opportunity to control their communications preferences. On November 14, 2022, we added a request to suppress solicitations from AARP and AARP service providers. Those solicitations should have ceased within 12 weeks of the request.

The item ******************* provided in her Better Business Bureau complaint appears to be an invitation from ******** ******** to return to their service. It implies that ******************** was previously a customer. As ********************** has no influence over other companies customer relationships, we cannot control this particular mailing.******************** would have to contact ******** ******** directly.

If, however,******************** is receiving mailings from a variety of AARP service providers, we will be happy to investigate further. She should feel free to contact me through the most convenient channel, below.

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 **************************************** 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
08/29/2023
Complaint Type:
Customer Service Issues
Status:
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.
I AM GETTING HOUNDED ON A DAILY BASIS SOMETIMES EVEN TWICE A DAY WITH EMAILS FROM A THIRD PARTY WHO THESE PEOPLE ARE PAYING TO HARASS ME. THE UNSUBSCRIBE BUTTON ON THESE EMAILS DOES NOT WORK AND I HAVE REPEATEDLY REPLIED TO THEM ASKING THEM TO REMOVE MY ADDRESS FROM THEIR LIST AND NO RESPONSE. I AM NOT A MEMBER OF AARP AND NOR DO I WANT TO BE YET AS A CONSUMER I HAVE ABSOLUTELY NO WAY OF STOPPING THESE HARASSING EMAILS WHICH IS WHY I AM FILING THIS COMPLAINT IN THE HOPES THAT THE BBB CAN HELP. BELOW IS THE ORIGINATING ADDRESS FROM THESE SCAMMERS WHO I AM ASSUMING AARP IS PAYING TO "BLAST" ME WITH THESE EMAILS. I WANT THESE AARP PEOPLE TO GET THESE SCAMMERS TO STOP HOUNDING ME WITH THESE EMAILS WHICH I RECEIVE EVERY DAY! AARP Reward Open Immediately ! Hi! Your AARP Reward 12:38 AM To ********@*******.net AARP Reward Open Immediately ! Hi! Your AARP Reward 12:38 AM To ********@*******.net I AM SICK AND TIRED OF THE GETTING THESE EMAILS EVERY DAY CONSTANTLY AND THEN BEING FORCED TO DELETE THEM AND HAVING NO WAY TO STOP THEM!!
Business response
09/19/2023
September 19, 2023

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

           Re:      Complaint # ********
                        *********************
**************************************
Downingtown, PA *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding *********************** claim that she continues to receive emails she claims to be on behalf of AARP despite her attempts to unsubscribe from these emails. We have investigated her concern and welcome the opportunity to resolve this matter.

The source of the email ************** describes is unknown to us. According to our records, we do not have any prior contacts by phone or email from ************* in our database. On September 11 and 12, 2023, we tried reaching out to ************* via phone and sent her an email on September 12, 2023. In the email, we requested an example of the unwanted emails she has been receiving, so that we could investigate the source. As of September 19, 2023, ************** has not contacted us regarding the emails she received.

We apologize for any frustration these emails may have caused **************. If she wishes to proceed with further investigation, she can contact me directly at **************, and it would be my pleasure to assist her further. If more convenient, she may also send an email to *************************************** or mail it to the following address: AARP Consumer Care Ombudsman Team, 601 E Street, NW, Washington, DC 20049.

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

Sincerely,

*********************
Consumer Care Ombudsman
[email protected]
Initial Complaint
08/29/2023
Complaint Type:
Order Issues
Status:
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.
Scamming the Public? AARP has sent me several letters for me to renew my membership. None of these has indicated the date my membership expires. My membership expires in November. This could be considered that I was giving them an interest free loan that extended to the date my membership would be renewed. This in turn could allow them to deposit this in an interest bearing account. This practice, I'm sure, must be a highly successful method of doing business, taking advantage of their members which are in a specific age group. Perhaps some sort of discrimination? Requiring that the AARP show the membership expiration date in their renewal of membership letters would indicate that the BBB does not support this NOT a practice that the BBB supports? It would seem logical to assume that AARP is not the only business with this practice. Thank you,***
Business response
09/13/2023
September 13,2023

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

            Re:     Complaint #********
***************************
*** ***********************************************
                        Anderson, SC *****


To the Dispute Resolution Team:

We are in receipt of your letter regarding *************************** claim that he has received multiple membership renewal notices prior to the expiration of his AARP membership in November. We have investigated his concern and welcome the opportunity to resolve this matter.

**************** has been a valued AARP member for 21 years.

AARP provides members the opportunity to customize their communications preferences with the organization. Some members prefer to receive early renewal notifications, some containing incentive/discounted membership fees or premiums. Others prefer to receive few notifications.

On **************** behalf, I have arranged for his AARP membership account to receive limited notifications. Under this process, he will receive one notice via USPS  about 30 days before expiration; one notice via email (if he is opted-in to receive email from AARP); and one notice about 30 days post-expiration, if his account should lapse.

As some mailings are prepared ahead of their distribution date, we ask him to allow six weeks for this request to fully filter through our database. We appreciate his patience and understanding.

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.

It should be noted that it is AARP policy to refund membership fees to those who join or renew in error. Additionally, when an account receives more than two advance payments, a refund is automatically generated for the member.

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 **************************************** 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
08/25/2023
Complaint Type:
Service or Repair Issues
Status:
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.
8.18.23 AARP Roadside Assistance towing of car, took close to 4 hours for the car to be towed to a mechanic
Business response
09/08/2023
September 8, 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 regards to ******** Roadside Assistance. This complaint has been referred to me for investigation and response. We are sorry to learn that ************************************* service request was delayed by ******** Roadside Assistance.

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 ******** Roadside Assistance, we forwarded his complaint to ******** Roadside Assistance for investigation and response. ******** Roadside Assistance will be contacting him directly to advise the outcome of this matter.
We truly apologize for any frustration ************************************* experienced. Should he have any additional questions or concerns to bring to my attention after hearing from ******** Roadside Assistance, 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 ***********
Initial Complaint
08/14/2023
Complaint Type:
Service or Repair Issues
Status:
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.
This concerns my Medicare Part D prescription policy, offered in partnership between ****** ********** and AARP. After changing banks, I inadvertently sent the January and February 2023 premiums for my Rx and Supplement plans to incorrect addresses. After many, many phone calls I was finally able to get this situation mostly straightened out -- except that despite many promises, I was still being billed for those two missing premiums. Then it got worse: subsequent premiums, for March through August, paid to the correct address, have not been credited to my account! "Customer service" people at *** have assured me "that's an error" (duh!) and that I should disregard those bills. But the bills keep coming. Finally, after I filed complaints through the N.C. Commissioner of Insurance and the U.S. Centers for Medicare & Medicaid Services, ***'s "Complaint department" did a thorough examination of the problem and, about two weeks ago, called to tell me everything had been resolved, that my account was in good standing, etc., etc. Well, not true. ***'s right hand doesn't know what its left hand has done; today I got a bill that asserted that I am FIVE MONTHS in arrears. It's become clear to me that ***'s entire customer-service operation is incompetent. So I am now appealing for help from AARP, which has lent its name and reputation to this sorry excuse for an insurance company. The money involved is small. But when I'm being robbed, I take it badly regardless of the amount the thieves try to get from me. I want AARP to use its influence with *** -- a business partner, after all -- to get this ridiculous fiasco resolved once and for all.
Business response
09/12/2023
No plan error was found and details of the member's payment history has been mailed for review. The plan was terminated on 8/31/23 for nonpayment of premium.
Customer response
09/19/2023
I don't understand this message. I see no response from the business; thus I can't either accept or reject it. Please clarify what, exactly, you need from me to proceed.
(For the record: I have not replied until now because your email was sent to me Sept. 3 while I was out of the country, and unable to access the message until I returned home.)
*******************
Customer response
09/19/2023
[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:
1) AARP claims it has no responsibility for ****** **********'s business practices. Yet it has lent its name, brand, logo and reputation to this company, which has repeatedly failed to properly credit my insurance premiums and correct its own accounting errors. It's not that easy to duck this, AARP. If AARP won't take any responsibility for how *** treats its customers (and AARP members) then it should remove its brand from all of ***'s products. You can't have it both ways!
2) ***'s contentions are FALSE. They issue a blanket denial, without any evidence, and without addressing the detailed evidence I have provided that my premiums have all been paid. This is an outrageous abuse of a customer, and I will neither accept it nor stop complaining. I'll note once again that *** has spoken out of both sides of its collective corporate mouth: the billing people are directly contradicting what a representative of the company's complaints department told me by telephone some two months ago, assuring me that all premiums had been received, that my account was current, and that my policy was in good standing. Also, for some bizarre reason, not only is *** clinging to its false assertions about the misallocated premiums from January and February 2023, it has also failed to credit ANY of my premium payments since then. *** has proven its incompetence at simple accounting; this demonstrates that it should not be trusted with the far more important business of paying for its customers' health care. Disgraceful on all counts.

Regards,

*******************
Initial Complaint
08/08/2023
Complaint Type:
Product Issues
Status:
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.
Cancelled insurance coverage for car four months ago talk with ******* #****** and still haven't received a refund as stated by their employee I would receive within 7 days. Changed insurance because they raised renewal price and didn't have any accidents and 65 years of age.
Business response
08/29/2023
August 29, 2023

BBB of 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 a refund request from 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 ***************************** records with The ******** to address their concerns. To assist, we forwarded the complaint on behalf of ***************************** to The ********* Escalations Team to have a thorough review and investigation completed.

The ******** has advised that the auto policy was cancelled, per the customers request, effective May 27, 2023, and a refund was submitted electronically to the customer's bank account ending in ****, on June 1, 2023, for $48.00. The customer will need to verify with their bank to ensure the funds were received.

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.
**************************************************************
AARP Case ID: ********

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