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Initial Complaint
07/25/2023
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.
I have asked AARP to stop mailing me. They advised it will take up to TWELVE weeks to stop the mailings. This is unacceptable. All the representative on the phone did was change my middle initial from * to * and the mailings are still continuing. This is an invasion of privacy and a waste of paper. I want the mailings to stop, permanently.
Business response
08/09/2023
August 9, 2023

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

            Re:     Complaint #********
***********************
*************************** **
                       Grand Junction, CO *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding *********************** request that she no longer receive solicitations from AARP. We have investigated his concern and welcome the opportunity to resolve this matter.

************** called into our contact center on July 12, 2023, to make this request. The representative processed a request to suppress all targeted mailings (those sent specifically to ************** at her address) and explained that, since some mailings are prepared ahead of their distribution date, the request may take up to twelve weeks to filter through our database and those of our affiliated service providers. We appreciate **************** patience and understanding.

Should ************* receive any mailings after October 4, 2023, she should feel free to contact me via phone, email, or mail (see contact details, below) and I will be happy to assist her further.

AARP also distributes generic promotional pieces that are sent out in mass mailings as part of AARPs overall membership acquisition program. These pieces are neither addressed to nor targeted to a particular person or household. They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail or inserted inside a subscription newspaper or catalog.

If ************** has any questions or concerns, she may call me directly at **************. 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
***************************************
Customer response
08/10/2023
[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:
Twelve weeks is a ridiculous amount of time to remove mailings. Additionally, wasting this much paper in a digital culture is a thoughtless waste of our natural resources. Individuals 80 and younger have no need for paper junk mail as we are mostly tech savvy.
Do better...
Regards,

*********************
Initial Complaint
07/17/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have repeatedly asked ************************************************* through email to stop sending me her emails about upcoming events for volunteers. I was a volunteer with AARP but was unable to continue and have repeatedly asked *********************************** to remove me from her mailing list but to no avail. At this point, AARP through *********************************** is spamming me. Please contact this employee who works out of Rochester, NY and ask them to remove me from their mailing list.
Business response
08/09/2023
August 9, 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 regarding the complaint of ******************************* that was filed with your office on July 26, 2023 and transferred to our office for handling. The complaint entails ************** concern that she continues to receive unwanted email messages after requesting that they cease. We have investigated her concern and welcome the opportunity to resolve this matter.

AARP makes every effort to comply with all stop email requests. We apologize for any aggravation that these communications may have caused her. Unfortunately, there was no copy of the email(s) that ************ received, which hampered our further research into the origin of their sender. Additionally, I reached out to *********** via email to obtain more information, and she responded that any previous messages related to this matter have been deleted. However, she would forward any future messages for investigation and resolution.

***********, may contact me directly at **************, and it would be my pleasure to assist her further. If more convenient, she may send an email of the information that I request to *************************************** or any mail to the following address: AARP, Ombudsman Team, 601 E Street, 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,

****************************
Member Communications Ombudsman
Customer response
08/10/2023
[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
07/15/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased 3 gift cards though the AARP rewards program. I received two of the gift cards ( 1 for ********** and 1 for ******** ******) however I did not receive a second gift card for carnival cruise. Funds were charged to my credit card for 3 gift cards.
Customer response
07/25/2023
My issue has been rectified by the company. Thank you very much.
Business response
07/27/2023
July 27, 2023

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

            Re:      Complaint # ********
                        *****************************
*******************************
Los Angeles, CA *****

To The Dispute Resolution Team:

We are in receipt of your letter regarding ********************** claim that she has not received a gift card she purchased through the AARP Rewards program. We have investigated her concern and welcome the opportunity to resolve this matter.

Our records indicate that ******************** purchased one ********** gift card and two ******** ****** gift cards on July 7, 2023 through AARP Rewards. ******************** called the AARP contact center on July 7 where an agent resent the gift cards to her. She called again on July 10, 2023, stating that she still had not received the gift cards. At that time, a case was escalated to the AARP Consumer Care Ombudsman Team for further investigation. Unfortunately, the case was not handled in a timely manner. We apologize for the inconvenience this caused *********************

******************* can access the links for the two ******** ****** gift cards she ordered on July 7, 2023 below:

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

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

Should ************ continue to experience technical difficulties with AARP Rewards, 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 my attention through the following email address, [email protected], or mail it to the following address: AARP, Consumer Care Ombudsman, 601 E Street, Washington, DC 20049.

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

Sincerely,

***************************
Consumer Care Ombudsman
Initial Complaint
07/14/2023
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.
I get weekly calls from the claims department telling me I have an outstanding balance when I never joined. They get argumentative when I try to tell them I never joined then they hang up on me before I finish.
Business response
07/19/2023
July 19, 2023

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

            Re:     Complaint #********
**********************************
*** *************
                        Clayton, IN *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding ***********************-*****'s statement that she gets weekly calls from the claims department about an outstanding balance. We have investigated her concern and welcome the opportunity to resolve this matter.

As mentioned in her complaint, *********************** is not an AARP member. Upon receipt of the complaint on July 17, I called ***********************. She returned the call later that day and left a voicemail message with some additional detail. She stated that the callers sound like they are calling internationally, and that they identify themselves as calling from the “AARP Claims Department.” These details identify the calls as imposter phone calls. AARP does not have a membership “Claims Department.” We do not have offshore contact centers.

I contacted my colleagues at AARP Fraud Watch, and they have provided some steps for ********************** to protect herself from these imposter phone calls:

Put your phone number on the FTCs National Do Not Call Registry. It will not stop spam calls, but it will make them easier to spot because most legitimate telemarketers will not call you if you are on the registry.

Consider using a call-blocking mobile app or device to screen your calls and weed out spam and scams. You can also ask your phone-service provider if it offers any blocking tools.

Set your mobile device to silence unknown numbers which sends any call you do not have into your contact to your voicemail. (steps for ***** ****************************************) (Steps for ******* *************************************************************************)

Hang up on illegal robocalls. Do not speak to them.

We hope one or more of these suggestions is helpful to ***********************.

If ********************** has any further questions or concerns, she may call me directly at **************, and it would be my pleasure to assist him further. If more convenient, she may send an email to **************************************** or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC 20049.

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

Sincerely,

*************************
Consumer Care Ombudsman
***************************************
Initial Complaint
07/14/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I would like to be removed from there mailing list. This is the second attempt to be removed from there mailing list. Thank You Mail came from : AARP 601 E STREET NW WASHINGTON, DC 20049 Please remove from your mailing list : **** ** ******** ***** * ***** *** Buckeye, AZ **********
Business response
07/17/2023
July 17, 2023

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

            Re:     Complaint #********
*************************
                             ***********************
                        Buckeye, AZ  *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding ****************** request that he no longer receive solicitations from AARP. We have investigated his concern and welcome the opportunity to resolve this matter.

******************** had a previous (now expired) AARP account which was tied to a Plymouth,IN address. It expired at the end of September 2012. At his request, we had suppressed all targeted mailings from AARP and our affiliated service providers to that addresses in 2012 and 2013.

On researching this issue, I found neither a change of address nor a request to suppress mailings at the Buckeye, AZ address.

I have processed this request for targeted mailings (those which are sent to a particular individual at a specific address) from AARP and our affiliated service providers. As some mailings are prepared ahead of their distribution date, it may take up to 12 weeks for this request to filter through our database, and those of our service providers.

AARP also distributes “generic” promotional pieces that are sent out in mass mailings as part of AARPs overall membership acquisition program. These pieces are neither addressed to nor targeted to a particular person or household. They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail or inserted inside a subscription newspaper or catalog.

If ******************** has any questions or concerns, he may call me directly at **************, and it would be my pleasure to assist him further. If more convenient, he may send an email to [email protected], or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC 20049.

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

Sincerely,

*************************
Consumer Care Ombudsman
[email protected]
Customer response
07/20/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
07/06/2023
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.
On 7JUL23 I received a letter from The *********** Auto Insurance Program signed by ******************************* saying I could not obtain an auto insurance quote because I was not a "full" member. I was not made aware that I had a membership tier below "full" and I want my money back, in full. When I spoke to **** in customer service she told me I was an Associate Member, when I asked her how I could see that on the website I was told they dont advertise that on the website anymore. This is a scam, age restricted contracts are one thing... selling associate or non"full" memberships disguised as full is disingenuous at best.
Business response
07/17/2023
July 17^th, 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 membership status and type with AARP. This complaint has been referred to me for investigation and response.
************ enrolled in AARP membership and understood that he had a full membership. I reviewed the system records and confirmed that his membership level was actually associate. On 7/17/2023, I emailed ************** with this information and an apology. I also offered an additional year of complimentary membership due to this inconvenience but also stated I would begin processing a refund for his full membership if that was his preference. I am currently waiting for **. ******** choice on the matter.
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: ********
Customer response
07/19/2023
[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:
I was initially told that the Hartford was mistaken. In the next email I was told I had an associate membership. I received a voicemail from the Hartford on Monday saying that what they sent me was a mistake and that I had full membership.
None of this is adding up. The offer I responded to was for a veteran to join AARP with a full membership. Each time I speak to AARP the story changes. I advised ********** wanted this elevated. He ignored that request, so he is not waiting on anything from me.
Offering membership, collecting money and then after the fact telling the customer they are a lower tier is hardly above board. I understand the restriction on age based contracts, that letter from the ******** was my only indication that I did not have full membership. It's found nowhere on my account page, not on my membership card I received and the initial customer service rep I spoke with could not find or advise me on where I could have located this if the Hartford did not alert me to it.
Disappointed,

*******************************
Business response
07/31/2023
July 31st, 2023
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 response to the Better Business Bureau, filed by *****************. The issue is regarding membership status and type with AARP. This complaint has been referred to me for investigation and response.
***************** enrolled in AARP membership and understood that he had a full membership. I reviewed the system records and confirmed that his membership was active but incorrectly viewed it as a full membership and informed the member of this on 7/10/2023. I escalated this concern to our provider, The ********,and they informed me that it was an associate level membership and explained the difference was based on age restrictions. They also mailed the member a letter on 7/17/2023 with this information. I emailed ************** on 7/17/2023 with this information and an apology for advising him incorrectly about his membership tier. I also offered an additional year of complimentary membership due to this inconvenience but also stated I would begin processing a refund for his full membership if that was his preference. *************** indicated he wanted the matter elevated in an email on 7/17/2023. I did this by conferring with my director on the matter and we decided that a refund offer or an additional month of complimentary membership was appropriate. I have begun the refund process this morning, 7/28/2023, and advised the membership team to notify the member and myself.
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: ********
Customer response
08/04/2023
[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:
I accept the refund from AARP. What I do not accept is that no resolution or commitment is being made change their advertising/displays on their website etc. to inform individuals under 50 that they are not purchasing a full membership. I am not trying to gain access to age restricted contracts and I do not even want to discuss the ********'s role in this. The crux of my complaint: AARP sells lower tier memberships and does not advertise them as lower tier. Telling people they have to go to the FAQ's is ridiculous. "Associate Member" "Membership Type: Associate" should clearly be visible on the card or on the member section of the website, it isn't.
AARP has a fraud watch network, I'd be curious what their director, *********************** would think of this situation. Personally i'd want it changed if I were being asked to label other businesses or organizations as frauds.
Regards,

*******************************
Initial Complaint
06/22/2023
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.
I purchased a package deal with aarp travel to go see my grandson graduate from the *** *****. Unfortunately the dates was misconstrued and I needed to be in Texas the 11th inside of the 12th I called aarp and explained to them the issue and documentation that supported it. I originally tired to change my package one day up and they told me it would cost $99 ***** fee which is fine and then almost $600 each person to push up my vacation a day. I tired to transfer the ticket to my other grandson name and they also said I could not. I already booked another flight to go down on the 11th and asked if the flight to Texas it’s self can be credited to me in an airline credit and they told me I couldn’t do that and would loss my entire ticket. I speak with ***** maybe thinking they could do it but they said unfortunately there is nothing they can do because the ticket was booked through aarp that they should do it under the circumstances. All I am asking is for the price of a one way ticket.
Business response
07/14/2023
A refund for the return flight has been denied as the member booked a round trip ticket. An offer to modify the trip from a round trip to one-way and pay the applicable fees and fare difference (if any) was given to the member; however they have been unresponsive to *******. Contact information was provided should they wish to move forward with the adjustments.
Initial Complaint
06/20/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Since the day I renewed my account, more than 30 days ago, I have been unable to login to my account, because it was associated with an email that I never heard of. Plus it was associated with a phone number that I don't; recognize. All they had to do was fix my phone number so I could receive the sms text message that would allow me to update the email address, which should allow me to login. Additionally, since the account was linked to an email and phone I don' recognize, I contacted their fraud department and they said they only deal with scams. Every deadline they have given me has come and gone and they never contact me. This is my last resort.
Business response
07/06/2023
July 6, 2023

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

Re: Complaint ID ********
*************************
***** **************
CONVERSE, Texas *****

To The Dispute Resolution Team:

We are in receipt of your letter regarding ************************* claim that he has been unable to login to his aarp.org online account due to our two-factor identification process. We have investigated his concerns and welcome the opportunity to resolve this matter.

*************** called AARPs contact center on May 24, 2023, asking for assistance in updating his phone number. An escalation case was created for the AARP Consumer Care Ombudsman Team at that time. **************** called the contact center again on June 9, stating he was still having difficulties as his original problem had not been resolved. Another case was created for the Consumer Care Ombudsman Team to handle. Unfortunately, the agents with whom he spoke used an incorrect procedure, and the Ombudsman Team did not work his cases in a timely manner. We apologize for the inconvenience this caused *************** and the appropriate coaching has been passed to contact center management.

As of July 6, 2023, ****************** email address has been updated to ********************** and the correct phone number, ************,has been added to his account. He should now be able to login to AARP.org.

After further investigation, our technical team let us know the email address, ****************** was added to the account on April 7, 2021. This email has been removed from **************** account.

If **************** should have other issues with AARPs two-factor authentication process or login issues, he may call me directly at **************, and it would be my pleasure to assist him further.

If more convenient, he may send an email to [email protected] or mail it to the following address: AARP, Consumer Care Ombudsman, 601 E Street, Washington, DC 20049.
We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.

Sincerely,

***************************
Consumer Care Ombudsman
Customer response
07/12/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
06/17/2023
Complaint Type:
Product Issues
Status:
Answered
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.
They say they cannot delete my online community board profile. I want my username, email address and phone number deleted from their database. Thank you.
Business response
07/06/2023
June 7, 2023

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

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

To The Dispute Resolution Team:

We are in receipt of your letter regarding ********************* claim that AARP has not deleted her online community profile, despite requests to do so. We have investigated her concern and welcome the opportunity to respond.

****************** mentioned this in an online BBB comment on the AARP page on June 16, 2023. Our IT department investigated the request, and we responded on June 19, 2023, that the information has been removed.

On receipt of this complaint, our IT department, once again, confirmed that the information has been removed from the AARP Online Community.

If ***************** has any further questions, she can call me directly at ************** and I will be happy to assist her further. I am available Monday-Friday from 9AM-5PM ET.

If more convenient, she may send an email to my attention at: [email protected]
or mail to the following address: AARP, Ombudsman Team, 601 E Street, Washington, DC 20049.

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

Sincerely,

*************************
Consumer Care Ombudsman
[email protected]
Initial Complaint
05/26/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I booked a flight and hotel to the Dominican Republic through AARP Travel Center on 2/12/2023 for travel on 4/29/2023 to 5/6/2023 (Itinerary # **************). AARP offered a $50 prepaid **** card for booking this trip. The confirmation email indicated that I would receive an email providing details about how to retrieve the card 30 days before the trip. I never received the email, so I contacted AARP, and they told me to contact ***** Card customer service. ***** card customer service said they had no record of me in their system and told me to call AARP to obtain a ***** Reference ID number. I contacted AARP twice and they were not able to provide me with a Reference ID but stated that I was eligible for the prepaid card. I was told that they would escalate the matter to their supervisors and contact me. To date, I have not received any contact from AARP or ***** card. I would like this issue resolved and to receive the prepaid **** card.
Business response
06/21/2023
June 21, 2023

BBB of Metro Washington DC &
Eastern Pennsylvania (Washington, DC)
1411 K St, NW 10th Floor
Washington, DC 20005-3404

Re:*******************************
***********

Dear BBB Representative:

This is a response to a recent complaint to the Better Business Bureau, filed by *******************************. The issue is in regard to *******. This complaint has been referred to me
for investigation and response.

We are sorry to learn that ******************************* did not receive his prepaid card after making a package booking through *******.

Please be advised that while AARP contracts with providers to make products and services
available to AARP members, neither AARP nor its affiliate is the provider. When AARP
receives a complaint such as the one that you forwarded, AARP will forward the complaint to
the appropriate provider for feedback, research and response. Since ******************************* is
referring to issues with *******, we forwarded his complaint to ******* for investigation and response.

Expedia has advised that ****************** qualified for a prepaid card by making a package booking. Expedia was able to confirm that the redemption email was sent to ****************** on May 31st. This email was opened, and the redemption link clicked. ****************** successfully redeemed for an Amazon gift card.

We truly apologize for any frustration ******************************* experienced. Should he have any
additional questions or concerns to bring to my attention, he can respond directly to this complaint or call me at ************. Should you have any additional questions, please do not hesitate to contact me.

Sincerely,
***********************
Member Relations
AARP Services, Inc.
************************************************
ASI Case ID: ********
Customer response
06/23/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

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