ComplaintsforAARP

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/27/2021 and electronic check was sent to AARP Medicare Rx Saver Plus (PDP). PO Box ****. Carol Stream, IL **********. This electronic check was sent at the direction of ***** ** customer customer service to pay the cost of medication received. The check was processed 6/29/2021. ***** ** advises that they did not receive the payment and is continuing to bill me. AARP Medicare Saver Plus was called and stated they did not receive the payment.

  Business response

  10/04/2021

  October 4, 2021
  
  Dispute Resolution Team
  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 Dispute Resolution Team:
  
  This is a response to a recent complaint to the Better Business Bureau, filed by **** ******** ******. The issue is regarding a check the member sent to pay for their AARP Medicare Rx Saver Plus (PDP) plan; however, ***** ** customer  service has advised they haven't received the payment. This complaint has been referred to me for investigation and response.
  
  I would like to apologize for the frustration and inconvenience this may have caused ***. ******  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 the members concerns are regarding the AARP Medicare Insurance Program by ****************, we forwarded the complaint on her behalf to UnitedHealth care for an investigation.
  
  **************** has advised the address the check was mailed to is the Premium payment address. **************** was able to confirm that the payment referenced was applied to *** ***** ****** (spouse of ***********) plan premium on 06/29/2021. **************** has submitted a request for a copy of the check received to confirm why the payment was applied to *****'s account instead of ******'s and if there was any mention of the check being intended for ******* Mail Order. Any applicable coaching feedback will be sent if applicable. **************** has also submitted a request to their Pharmacy Escalations contact for Home Delivery to review the members call history to confirm she was given the incorrect address and process and have coaching feedback sent if applicable. If plan error is found with *******, **************** has also asked if a courtesy, one-time balance waiver is possible.
  
  **************** is unable to transfer funds to *******. Both members are on monthly EFT deduction. *****'s monthly premium amount is $95.10. Because a payment was applied on 06/30/2021, the premium amount deducted for *****'s account on 07/02/2021, was only $74.02. ****** will still need to make a payment to ******* Home Delivery if balance is unable to be waived. **************** has made unsuccessfully attempts to reach the member. A voice message was left with their contact information.
  
  We would like to apologize again for the frustration ***. ***** has experienced. If ***. ***** has any additional questions or concerns, she can contact me by responding directly to this complaint or calling me at ************.
  
  Should you have any additional questions, please do not hesitate to contact me.
  
  Sincerely,
  
  Thelma G****
  Member Relations
  AARP Services, Inc.
  650 F Street, NW
  Washington, DC 20004
  AARP Case ID: ********
  

  Customer response

  10/07/2021

  [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

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/7/21 I purchased to **** 20.00 Gift Cards from AARP Rewards for 17.00 each and purchased them at the same time with my Debit Card for 36.00 total and they sent me a link with the code for the Gift Card the problem was they only sent me a link with just one Gift Card not 2 links so I just got a 20.00 Gift Card instead of 2 20.00 Gift Cards, and since then I have been calling them trying to get a refund for 17.00 with no luck. I called the Corporate Office and they also told me they don't have a phone number to the Escalation Department they can only email that Department. I just want my 17.00 refund for the Gift Card I never received and other seniors should know and be careful when purchasing gift cards from AARP always use ******** ******* and not a Debit Card.

  Business response

  09/22/2021

  BBBof 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 ******** ************ request for a refund of $17 after not receiving an **** gift card he purchased from AARP Rewards on September7, 2021.  We have investigated his concerns and welcome the opportunity to resolve this matter.
  
  *** ******* purchased two $20 **** gift cards for $17 dollars each on September 7,2021.  Unfortunately, he only received one link for one gift card. *** ******** called the AARP contact center on September 7, 9, 13, 15 and 16, each time stating that he had not received one of the **** gift cards he purchased and requested a refund for that single gift card. A case was created on September 7 and sent to the AARP Ombudsman team. After resending the gift card links, a member of the Ombudsman team emailed ***  ******** on September 9th, leaving his contact information in case *** ********** still had not received the link to the **** gift card.  Unfortunately, the Ombudsman team member did not hear from *** *********. Normally, after receiving a case, the Ombudsman team escalates the case directly to the Rewards team, however since the Ombudsman team did not hear back from *** *********, the case was not escalated to the Rewards team.
  
  On September 21, the refund for $17 was initiated for *** ********'s purchase of an **** Gift Card.  The refund should post to his method of payment in 3-5 business days.
  
  In addition to the refund, we are providing the links to the two $20 **** gift cards in a separate email to ****************.
  
  ****. ****** should have any issue with those links or further questions about AARPs Rewards program, 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].
  
  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,
  
  Lauren
  Consumer Care Ombudsman

  Customer response

  09/23/2021

  [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

  09/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i joined aarp in 2018 specifically because as a member you receive a discount on your ******** cellular cell phone service. my membership no is ********* 9 valid to july 22. i thought my cell phone was high so i enrolled in e billing and reviewed my bills. i noted that had not received my discount advertised by aarp as one of its membership benefits. the ******** cellular representative told me i had not received my aarp discount since 2018. thats alot of money and i only joined aarp for their discount on my cell phone bill. tried to get through to their 1800 number with no luck. discount is anywhere between 2.50 and  5.00 dollars. per month. add that up over 3 years and thats a substantial amount. i request a refund of my money from 2018 to date.

  Customer response

  09/14/2021

  i first became aware of the situation on september 5 when i  signed up for e billing.  i never reviewed my statements prior to this because i had automatic payment out of my checkbook.  Upon  reiviewing my statements i realized that i was not receiving my aarp credit.  ******** cellular told me to take it up with aarp.  i called aarp and was on hold for hours.  I have not been receiving my credit/discount since 2018 which is over 100 dollars at best.  

  Business response

  10/06/2021

  October 6, 2021 

  Dear BBB Representative: 

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

  We are sorry to learn that Catherine Johnson has not been receiving the AARP Member discount with her ******** Cellular phone plan since she enrolled with AARP in 2018. It is important for Members to note that it is their responsibility to contact ******** Cellular to provide their AARP Membership # to add to their account and to check their bill to ensure the discount was applied and there is no lapse in their Membership. However, we understand ********* *******’s frustrations and would be more than happy to look into this for her. 
  

  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 ******** Cellular, we forwarded her complaint to ******** Cellular for investigation and response. ******** Cellular 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 ******** Cellular, 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, 
  

  Stephanie B.
  Member Relations 

• Initial Complaint

  09/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I’m not interested in joining AARP. I’ve made two phone calls & they said the mail would stop. It has not stopped, keeps coming. The only request I have is to be removed from their rolls & mailing lists.

  Business response

  09/15/2021

  September15, 2021
  
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
  RE:                  ***  **** *****
  **** ********** ******** *
  Los Angeles, CA *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding Mr. ****** ********'s claim that he continues to receive AARP membership solicitations despite his multiple requests for them to stop. We have investigated her concern and welcome the opportunity to provide an explanation.
  
  I see that Mr. ***** two acquisition suppressions added to our database, one on July 5, 2021 and one on August 3, 2021 no doubt as a result of the two phone calls he states that he placed to AARP.  Unfortunately, his address on both occasions was recorded as **** ****** *** rather than ********** ***. We regret this oversight and offer our apologies to *** ***** any frustration or concern these mailings have caused.
  
  I added a suppression today with the correct address (***** ************ *** ******/Los Angeles, CA *****).  As some mailings are prepared ahead of their distribution date, it may take up to four weeks for this request to filter through our database.
  
  If *** ******* should receive any future mailings after October 15, 2021, he should feel free to contact me directly and I will address his issue. He can email any correspondence to my attention at [email protected], or mail to: Consumer Care Ombudsman, AARP,  601 E Street, NW, Washington, DC  20049.  Additionally, he can call me at **************.
  
  Thank you for bringing this matter to our attention. It is our hope that our actions demonstrate our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. 
  
   Sincerely,
  
  Bruce B******
  Consumer Care Ombudsman
  

• Initial Complaint

  09/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a current AARP member, and I have been a member continuously for 10 years. I always renew my AARP membership for 3 or 5 years at a time. However EVERY YEAR AARP sends me multiple membership renewal notices (2 or 3 times every year). 3 days ago (on 8/31/2021) in the mail I received another membership renewal notice from AARP even though in October of 2020 I renewed my membership for 5 years, For the last 3+ years I have been sending AARP angry letters every time AARP mails me a membership renewal notice even though my membership is current and paid-in-full at the time of the membership renewal notifications. Please look into this infuriating practice of AARP. I know that AARP is also sending out repeated pre-mature membership renewal notices to 2 other people I know here in Seattle. As AARP is doing this to me and my friends, I suspect AARP is doing the exact same thing to thousands of other members across the USA. I think this is Criminal, in addition to being annoying. Thanks

  Business response

  09/15/2021

  September 15,2021
  
  BBB of MetroWashington, 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 September 7, 2021and transferred to our office for handling.  The complaint is regarding *** *******'s that AARP continues to send renewal notices after being paid for extended renewal terms in advance, and he believes that this practice creates overpayment for members. We have investigated his concern and welcome the opportunity to resolve this matter.
  
  AARP makes every effort to comply with stop solicitation requests.  Our records reflect that *** ******* an account (#**********) in November/2005 that expires in November/2025 at the same address (******** **** *, Seattle, WA *****) listed in his complaint.  Our records also confirmed the complainant's last payment of $63 for a 5-year renewal term on September 21, 2020.
  AARP sends a series of renewal notices as early as 6 months prior to the members expiration date providing members the option to renew at a time that is convenient for them and to offer our Early Bird Discount membership rates.  AARPs policy is to refund membership fees to members who renew in error.  Additionally, when an account receives more than two advance payments, a refund is automatically generated for the member. We apologize for any frustration these renewal notices may have caused.

  AARP also distributes generic promotional mail as part of our overall membership development program.  These pieces are distributed either in shared mail programs (i.e. promotional mailings bundled with other special offers from other companies), or as inserts to subscription publications. These pieces are neither addressed to nor targeted to a particular person or household.  Although the language on some of these generic pieces does include an offer to Renew your membership, these are mass mailings rather than targeted solicitations and we do not know or have control over who receives the solicitation or if the recipient is already an AARP member or if they live in a 50+ household. 

  AARP provides members the opportunity to control communications they receive from the association. As of today, September 14, 2021, I have updated *** *******'s membership account so that he will now only receive one renewal notice a few weeks prior to the expiration date at the address (******** **** *, Seattle, WA *****) listed on the complaint.  A 30-day post renewal notice will be generated only if we do not receive a response to the initial renewal notice.  This change will take one mailing cycle to be effective. 
  
  Unfortunately, without seeing a copy of the original mailing that *** ******* received, I am hindered from researching this matter any further.  If he would like me to research the item, he can send a copy of the mailing via email to [email protected] or mail it to the following address:  AARP, Ombudsman Team, 601 E Street, NW A9-135G, 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,
  
  ******* ** ******* 
  Ombudsman Analyst

• Initial Complaint

  09/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON 09/01/21 AARP SUBMITTED A BILL TO MY ONLINE CHECK ACCT FOR $16 THAT I KNEW NOTHING ABOUT. AARP NEVER CONTACTED ME TO SEE IF I WANTED TO RENEW MY MEMBERSHIP AND I NEVER APPROVED THE $16 PAYMENT. AARP CAUSED OVERDRAFT CHARGES INCLUDING THE $16 PAYMENT OF $38.74. WHEN I CALLED AARP THEY WERE OF NO HELP AND STATED THAT I AUTHORIZED IT. MY RECORDS SHOW THAT I WAS ASKED IN SEPT 2019 IF I WANTED TO RENEW, AND I PAID WITH PROVIDING A CHECK NUMBER FOR PAYMENT. THEY GAVE ME NO SUCH NOTICE THIS TIME NOR EVEN ASKED ME IF WANTED TO RENEW.

  Business response

  09/13/2021

  September13, 2021
  
  
  BBB of MetroWashington DC and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC  20005-3404
  
  Re:      Complaint ********
  ***************************
  *************************************************************************************************************************************************
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ******* ******'s claim that AARP made an unauthorized withdrawal of $16 from her checking account. We have investigated this matter and welcome the opportunity to respond. 
  
  When researching ********'s complaint, I found an active membership that was created with a one-time payment via e-check for $12 on September 7, 2019.  The $12 rate is a 25% discount off the regular annual rate of $16/year, offered when members sign up for Automatic Renewal.  Accordingly, I discovered that the account was enrolled in Automatic Renewal on that day, with an annual renewal date of September 1. 
  
  *** ******'s next payment of $16 was made via e-check on September 1, 2020.  She was mailed a renewal notice letter on July 6, 2020 notifying her of the upcoming renewal date (September 1) and providing her the opportunity to cancel the auto-renew charge, should she choose to do so. Members can cancel auto-renew at any time.
  
  AARP did not receive any notice from **************** and the $16 e-check was processed on September 1,2020.
  
  Likewise, her most recent payment of $16 was made via e-check on September 1, 2021.  It is this most recent payment which *************** takes issue with in her complaint.  As it relates to this payment, **************** was mailed a renewal notice letter on July 2, 2021.
  
  To that end, I cancelled her automatic renewal on September 8, 2021.  Additionally, I have issued a refund of $16to **************** for her most recent payment per the Desired Settlement included in her complaint. 
  
  I called **************** at************** to review these findings with her.  She initially told me she has been a member much longer than 2019 but then told me she found her membership card and confirmed that she joined in 2019. 
  
  She can email any correspondence to my attention at [email protected], or mail to: Consumer Care  Ombudsman, AARP, , NW, Washington, DC *******.  Additionally, she can call me at *************.
  
  We apologize for any frustration this matter has caused ****************.
  
  Thank you for bringing this matter to our attention. It is our hope that our actions demonstrate our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. 
  
  Sincerely,
  
  Justin A*****-********
  ConsumerCare Ombudsman
  ***************************************
  

  Business response

  09/20/2021

  September20, 2021
  
  BBB of Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC  20005-3404
  
  Re:      Complaint ********
  ***************************
  *************************************************************************************************************************************************
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ******* ******'s additional concerns regarding her AARP *** **** **** policy and her AARP membership and welcome the opportunity to respond. 
  
  We contacted our colleagues in AARP Services and Member Relations and they informed us *************** can continue to keep her *** *********insurance policy active independent of her membership with AARP.
  
  As previously stated, and per AARP procedural timelines, **************** was mailed a renewal notice letter on July 2, 2021.  This notice preceded the $16 renewal charge made to her account on September 1, 2021. This was the same procedure as followed for her auto-renew of her AARP membership previously in July and September 2020.
  
  Though we cancelled her automatic renewal on September 8, 2021, per her request, **. ******* account is still active through September 30, 2021. She is welcome to renew her account online by visiting https://www.aarp.org/membership/renew/********************************** or by calling ************** any time before then.
  
  Thank you for bringing this matter to our attention. It is our hope that our actions demonstrate our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. 
  
  Sincerely,
  
  Justin A*****-********
  Consumer Care Ombudsman
  ***************************************
  

  Customer response

  09/21/2021

  [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:  AARP CONTINUES TO BE DISHONEST.  I NEVER HAD AN AUTOMATIC RENEWAL AND I NEVER SIGNED ANYTHING TO THAT EFFECT.  IF I DID, THEN AARP WOULD HAVE PRODUCED IT TO THE BBB.   I ALSO NEVER HAD AN AUTOMATIC DEDUCTION FROM MY ACCOUNT TO AARP AND I NEVER SIGNED ANYTHING TO THAT EFFECT.  IF I DID, THEN AARP WOULD HAVE PRODUCED IT NOW TO THE BBB.  FOR THE PAST 2 YEARS IN 2019 AND 2020, AARP ONLY RECEIVED RENEWALS FROM ME WITH MY CONSENT PROMPTING ME TO PROVIDE CHECK NUMBERS AUTHORIZING E-CHECK NUMBERS **** AND ****, RESPECTIVELY.  FOR THIS YEAR 2021, REGARDLESS OF WHETHER A NOTICE WAS SENT TO ME OR NOT, AARP WAS IN THE WRONG FOR TAKING LIBERTY REGARDING MY MEMBERSHIP AND MY CHECKING ACCOUNT WITHOUT ANY AUTHORIZATION FROM ME WHATSOEVER.  THUS, I NEVER PROVIDED AN INTEREST IN RENEWING MY ACCOUNT IN WRITING OR ORALLY AND MOST DEFINITELY NEVER PROVIDED AUTHORIZATION TO TAKE LIBERTY WITH MY PERSONAL ACCOUNT PROMPTING OVERDRAFT FEES.  I HAVE SPOKEN TO MY BANK ABOUT WHAT HAS HAPPENED TO ME YESTERDAY AND HAVE NOTICED THEM TO NOT EVER ALLOW AARP MEMBERSHIP ACCESS TO MY ACCOUNTS AGAIN, THAT IN AGREEMENT WITH MY BANK, I HAVE DISCONTINUED AARP MEMBERSHIP WHICH  WAS RECOMMENDED TO ME, AND THAT AARP HAS REFUSED TO PAY FOR THE OVERDRAFT CHARGES THAT THEY INCURRED ONTO ME.  I REFUSE AARP'S ACTIONS AND INACTIONS AS DISHONEST AND UNACCOUNTABLE.  IF THE BBB WASHINGTON, D.C. CANNOT HELP ME ANY FURTHER WITH MEDIATION, THEN I REQUEST MY COMPLAINT BE PUBLICLY DISPLAYED ONLINE WHICH IS BBB POLICY, THAT OTHER SENIOR CITIZEN CONSUMERS CAN BE WARNED THAT THIS IS THE WAY THE AARP TREATS ITS SENIOR CITIZENS FOR THEIR ERRORS. 

  RESPECTFULLY SUBMITTED,

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

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AARP charged an annual fee without permission. I purposely looked for a commitment when i signed up in 2020 because i will not agree to automatic withdrawal with anyone. I guess they have it hidden or they are lying. The amount is only 16.00 but they will never stop. I want my money back. AARP should be called out for taking unauthorized withdrawals. They refuse to refund my money. The 2020 subscription to their service doesn't end until September 30. I wasn't given the chance to cancel. I call this a scam.

  Business response

  09/03/2021

  September 3,2021
  
  BBB of MetroWashington, DC and Eastern PA************************************************ 20005
  
  RE:                  ***************************
  **** *********
  *****************
  Complaint ID # ********
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ************** ******* claim that he was billed unexpectedly for an annual AARP membership fee renewal and was not able to receive a refund. We have investigated his concern and welcome the opportunity to provide an explanation.
  
  **************** has been a valued AARP member for the last year. He enrolled in a 1-year AARP membership on September 14, 2021 at the rate of $12/year.  This rate was discounted 25% off the standard yearly rate of $16 in exchange for his enrollment in our Auto-Renew program.  Under this program, **. ******* membership would be renewed automatically--- and his credit card charged -- each September1st at the regular annual rate of $16/year.
  
  Our records show that a reminder letter was sent to his address, above, on July 2, 2021 notifying him of the upcoming renewal date (September 1) and providing him the opportunity to cancel the auto-renew charge, should he choose to do so. Members can cancel auto-renew at any time.
  
  AARP did not receive any notice from **************** and the $16 charge to his credit card was processed on September1.  He called AARP that same day and spoke to a representative who stated that she would cancel the auto-renew and are fund could be processed once it posted to our system.  The charge posted to his membership account later that day and the $16 refund was processed and returned to his credit card. Our system shows this credit occurred on September 2, 2021. It may take 3-5 business days for this to show on **. ******* credit card account, depending on his financial institution. We apologize for any frustration or inconvenience caused to ***************.
  
  If **************** has any questions, he should feel free to contact me directly. He can email any correspondence to my attention at **************************************** or mail to: Consumer Care Ombudsman, AARP, ************************************************************************.  Additionally, he can call me at **************.
  
  Thank you for bringing this matter to our attention. It is our hope that our actions demonstrate our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. 
  
  Sincerely,
  
  Bruce B******
  Consumer Care Ombudsman

• Initial Complaint

  08/31/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been mailed by this hated AARP and I am a member of ****, and I don't want any mails from this outfit, and I sent them a letter explaining the fact that I don't! And though I had just tossed away the first several mails that they had sent me and I had never asked for any mails from this lousy outfit, they kept mailing me and trying to get me to sign up! And they have again sent me another mailed offer of membership which I will never accept! This outfit needs to understand when people don't want their membership and put them on their rolls somehow, would you please stop them from mailing me or contact them and tell them to stop or, or do something so I don't have to keep being bothered with their mails? anymore?

  Business response

  09/15/2021

  September15, 2021
  
  BBB of MetroWashington DC and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC  20005-3404
  
  Re: Complaint ********; ***************************** *************************************************************************** 99504
  
  Dear Sir or Madam:
  
  We are in receipt of your letter regarding ******** ** *******'s  complaint that he continues to receive unwanted mail from AARP. We investigated this matter and welcome the opportunity to respond. 
  
  When researching *** ********'s complaint, I discovered the following two Person ID Records:
  (1) ****** * ******* **** ********** *** Apt ****, Anchorage AK *****
  (2) ****** ******* **** ********** *** Apt ***, Anchorage AK *****

  
  Additionally, I discovered two previous phone calls that *** ******** placed to our call center.  The first was on July 20, 2021 and the second was on August 31, 2021.  I have listened to recordings of both calls.  I believe I understand what transpired and have an appreciation and respect for *** ********'s concerns. Those concerns have now been correctly addressed.

  
  At one point during the first call, the representative attempts to repeat *** ********'s name and mispronounces it, thereby misspelling it also, as, ****** * *******.  It was likely during this call that Person Record (1) referenced above was created.  The representative did create a mailing suppression to that record with an incorrect name. 
  During the second call,*** ******** immediately referenced that he had already submitted a complaint with the BBB.  Though the representative attempted to identify him appropriately, it is clear to me that she further exacerbated his concerns. 
  

  I have combined both Person Records above to ensure his correct name, ****** ******* and address,**** ********** *** Apt ***, Anchorage AK ***** are properly recorded.  I also added mailing suppressions to *** ********'s Person Record today.  These mail solicitations from AARP and our affiliated service providers may take up to 12 weeks to filter through our system and those of our affiliated service providers.  Thus, mailings will stop on or before December 8, 2021.  Should *** ******* any mailings beyond that date, I encourage him to contact me directly so that I may address the concern. 
  

  We apologize for any confusion or frustration these mailings may have caused Should Mr. Bennett .
  
  Thank you for bringing this matter to our attention. It is our hope that our actions demonstrate our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. 
  
  Sincerely,
  
  Justin A*****-********
  Consumer Care Ombudsman

  [email protected]

• Initial Complaint

  08/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/20/2020 I called AARP about their endorsed company, AARP The********, re an app issue, and they directly transferred me to that insurance company. Later I had issue from that call, contacting AARP in good faith as an endorser; their Ombudsman, ****************, assured aid if she could help. Later still, I contacted for proof the call existed and the transfer. AARP Cust. Svc verbally admitted the call & transfer (27 mins!). They would e-mail a copy; it never arrived & I contacted again. Many calls, mailings (2 certified & 2 priority), & 5 months trying to get written record, have been stalled, deflected endlessly. I was told at one point no such record existed! Then later that it did, but they had no responsibility to provide it (my own record!) and was restricted by privacy laws they won't identify and I believe are spurious. The Ombudsman office has since made no response, nor from CEO's office from many, many calls and e-mail. I canceled my membership, no overage refund received.

  Business response

  10/07/2021

  October 7,2021
  
  BBB of Metro ************** and Eastern PA
  ****************************************************
  
              Re:  *****************************, Case #********
  
  Dear Dispute Resolution Team:
  
  This is in response to the complaint of ***************************** that was filed in your office on August 30, 2021 and then directed to AARP. Per the complaint, ****************** requested detailed information including transcripts regarding customer service phone calls he made to AARP.  We have investigated his complaint.
  
  AARP takes member requests seriously. The complainant claims that AARP was unresponsive to requests for information to phone calls he made on November 20th,2020, and that he received no refund after cancelling his membership. In fact, AARP provided confirmation to ****************** on June 23, 2021 via email, with the dates and times of his prior calls from November 20, 2020. AARP does not provide phone transcripts for routine customer service calls. 
  

  Our records also show that ****************** contacted us via telephone on June 11, 2021 requesting to cancel his membership. This request was processed on the same day. In accordance with AARP member cancellation practices, the account was placed in a member request suspend status for the remaining few months of his membership term. The member request suspend status is a temporary hold which allows for a more convenient member re-activation than immediate full cancellation, a common occurrence. As of October 7th, 2021, the account was moved fully to "Canceled" status. A refund was generated in the amount of $14.35 that should appear on his credit card statement within 1 to 2 billing cycles. 

  Additional questions about this complaint may be directed to me by phone at **************,by email to my attention at [email protected] or by mail to:  AARP, Ombudsman Team,  601 E Street, NW A9-135G, Washington, DC 20049.

  Member satisfaction is important to AARP. We apologize for any confusion or inconvenience ****************** may have experienced during this process. 
  
  Sincerely,
  
  ***************************
  Consumer Care

  Customer response

  10/19/2021

  [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: Sun, Oct 17, 2021 at 8:20 PM
  Subject: RE: You have a new message from the BBB of Metro ************* & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <*********************************>
  

  
  
  

  *In response to the letter from **************** regarding my complaint.

  • **************** states that, in countering my complaint of the AARP being unresponsive to my request for information regarding my phone call in 11/2020, that they made a response on 6/23/21 with the dates and times of his prior calls from November 20, 2020. This single answer/result coming after numerous phone calls and e-mails to their offices, and only culminating months after I had sent 2 separate Certified letters to their customer service staff demanded for such records (physical mail only, no e-mails or phone numbers allowed/available), and being mailed to a building in Washington D.C that, by all indications, was closed (likely due to Covid). It took over 2 months. And 2 Priority mailings to my local office one of their larger offices out-of-state (not WA D.C, as that was closed) also came to nothing. As well, 2 Priority-mailings to satellite offices, having the same results.
  • The information given by ************** in his stated response 6/23/2021 was that I had indeed called their customer service on such date and time, there was an AARP app-issue, and all other information was considered private under confidentiality laws per their legal department. (The information was that I, a member at the time, had been transferred by their CS department directly to AARP The********, an associated/endorsed agency, to query an issue on an AARP-based app. (Their reply did not state that it was AARP The********s app, and I note that nothing about AARP The******** was mentioned by **************** in any way.) When I requested the specific laws being cited on this so-called privacy law matter, no response came whatsoever. And generally, if someone claims a law and cannot cite the specific, the law is either being willfully misquoted, or does not exist.
  • His statement that AARP takes member requests seriously is beyond laughable, as I contacted many times over several months, making no less than 11 phone calls and speaking to even more persons when the calls were transferred to other departments, very often ended with myself leaving voicemails for **************** (Ombudsman) that were never returned or acknowledge. I e-mailed ***************************************** (Ombudsman ***********************) multiple times, and******************************, receiving no responses (and **************** had stated in her phone call to me that she would be glad to help with any issues, back in early February). The only e-mails I received in this time were the notification from customer svc that my letter (the 2^nd, 1^st one not referred at all) that they were investigating my request and consulting the legal dept., and the next saying what I was looking for was protected by confidentiality laws, which were, as stated, uncited/unjustified. In the cases of each of these calls, their customer/member service staff were very concerned, very apologetic, and yet stalled, stonewalled, and deflected all concerns whenever possible. (On 5/27/21 I called customer service and spoke to *****, whom apologized profusely and yet deflected all questions and requests for transfer to **************** (Ombudsman) or indeed anyone in authority for a HALF-HOUR, before putting me to a voicemail that never returned any of my calls.  So, member-requests being taken seriously is entirely farcical).
  • No reference was made to my 4/2/21 call answered by ****** whom specifically gave a verbal detail of the information I was looking for in the 11/20/20 call. She quoted that there was an AARP The******** issue, and I was transferred to AARP The********, and that she was happy to e-mail me copies of the logged info, which would take about 15 minutes. After 30 minutes of no e-mail, I called again (unable to get ****** again) and spoke to ****** whom put me in a round-about set of calls, culminating with ****** whom said physical mail requests were required for all records requests, no e-mails allowed. (This was directed to the closed WA D.C. building). The call and verbal confirmation of content shows the logged info exists, but they will not provide written proof, claiming privacy laws I contend to be spurious.
  • **************** indicates that they processed my request to cancel my membership in what he calls standard-fashion, taking over 3 months for myself to get a confirmation that it was actually done. I had demanded that my membership be cancelled IMMEDIATELY, and all advert-mailings by AARP and their associates/endorsees be stopped IMMEDIATELY (which they said would take 3 months to accomplish) and yet after that 3-month period I am still receiving AARP-based mailings BY NAME, not the standard bulk-spam to Resident/Occupant. So much for claims of taking member requests seriously (I was still a member at the time the requests were made).
  • The point that **************** makes abundant in his message is not regarding my multiple requests for the call-information. He focuses on the refund of membership fees following a standard holding-process, and yet misses the point of my complaint. The customer service for my matter has been non-existent, starting with a promise of help from their Ombudsman’s office, followed by a promise of an e-mail of the needed information, then involving stalling, stonewalling, red-tape procedures, and platitudes, FINALLY culminating in their statement equivocal to "we don't help with that".

  My view of AARP and its associated/endorsed companies had always been very positive. Family and acquaintances recommended them for their information and services; regrettably it turned-out to be illusory. AARP claims to value customer service? Tell that to my many calls and voice-mails going entirely unanswered. As well, the 3 out of 4 physical mailings being ignored, and in one case denied as ever being received (Priority letter to ******, WA. AARP by their supervisor, ************) when USPS indicated that it had been delivered. And the only building where records requests could be made, required by a physical letter, being closed. The issue of the information being requested as being covered by confidentiality laws is more than concerning, when they will not cite the privacy law being indicated. Given these facts and instances, ending with their claims to apologize for any confusion or inconvenience ****************** may have experienced during this process, I cannot give them any credence, and only hold their conduct to be contemptible and without worth.

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

   

  Sent from Mail for *******

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

  Business response

  10/29/2021

  October 29,2021
  
  
  BBB of Metro ************** and Eastern PA
  *******************************************************************************************
  
             Re:  *****************************, Case #********
  
  Dear Dispute Resolution Team:
  
  We are in receipt of your notice regarding ****************** ******** comments to our initial response, which addresses the members complaint that he was denied requested detailed information about telephone contacts that he made to AARP.  We have revisited ****************** concerns and welcome the opportunity to respond again.
  
  According to **. ******** comments, the initial response was declined because he felt that his concerns regarding AARPs unresponsive actions and unacceptable level of customer ********************** that he encountered during his effort to obtain this information wasn't addressed to his satisfaction.
  
  As stated in my previous response, AARP has already provided the complainant with the requested information including dates and times for the telephone calls via email. Again, AARP does not provide phone transcripts for routine customer service calls. Unfortunately, while we understand and respect **. ******** need to gather such information to accomplish something very important, there are boundaries that we cant exceed in the process of assisting our members.
  
  Again, we apologize for any frustration ****************** may have experienced during his communication with AARP.
  
  Sincerely,
  
  ****************************
  Member Relations Analyst

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