Complaints

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

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• 

  AARP

  601 E St NW Washington, DC 20049-0001

• 

  AARP Kentucky State Office

  10401 Linn Station Rd # 121 Louisville, KY 40223

• 

  AARP Ohio

  2930 131st St Toledo, OH 43611

• 

  AARP

  2200 Drake Ave SW Huntsville, AL 35805

• 

  AARP Roadside Assistance

  P. O. Box 660021 Dallas, TX 75266

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

• Initial Complaint

  Date:07/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AARP Foundation advances SCSEP Program for seniors. I applied and the agent failed to advance my application in a timely manner.************************** went on holiday for 2 weeks and failed to request any additional documents for the application despite my repeated requests. ************************** finally responded stating that the application had to be completed within 30 days and demanded that I drive to ******* to provide the necessary documents within a one day time frame due to her delay. ************************** was unable to navigate the system by email stating that she did not know how to send the documents electronically. I sent the documents to the *************** *********************, who claimed that he only received the documents 2 weeks later after he was reported to the oversight office. ********************* absolved his obligation by giving my case back to ************************** and this was discussed in a Zoom call. ************************** then informed me that my place was no longer available and the she could offer to place me on the waiting list. I advanced my concerns to *********************** who failed to respond at all. This is a questionable employment assistance service for seniors and should be investigated. Resources for Older Jobseekers AARP Foundations workforce programs offer solutions to help unemployed and independent workers chart a course toward financial security, helping you take advantage of the skills and experience you already have and providing training and guidance to help you navigate the technological advances and other changes creating a new world of work. NEED NEW SKILLS?AARP Foundation SCSEP ***************** Service Employment Program) offers unemployed adults 55 and older work-based training and skill-building opportunities within a variety of community service organizations and agencies.

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  BBB of ******************** and Eastern PA 
  *******************************************************;
  *************************;
  
  RE:      Complaint #********
              *******************************
              **************************************
              **************
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding Ms. ***************** claim that her application for employment through the **************** Service Employment Program (SCSEP) managed by AARP Foundation was not administered in a timely fashion. We have investigated this matter and welcome the opportunity to respond.
  
  AARP Foundation SCSEP was established 45 years ago to assist those who are unemployed gain on-the-job training experience and find permanent employment.
  
  **************** initially expressed interest in the program during a time-period that we were not enrolling new applicants to the program. As a federal grant ******** SCSEP utilizes a funding mechanism that limits the number of participant slotsdedicated to any serviced county.
  
  On May 23,2024, when enrollment opened again, our AARP Foundation SCSEP representative reached out to **************** to start her application over the phone. *******************************, who is the Assistant Project Director for the office, then sent *************** the completed application for necessary signatures and requested supporting documentation. SCSEP structures its project sites with two full-time employees, a project director, and an assistant project director, who are supported by other program participants interested in learning office administration skills.  Only the two full-time employees are permitted to process enrollments.
  
  **** reached out to **************** on multiple occasions (until June 4, 2024) to verify that she had received the documents and to answer any questions. **** was scheduled for vacation leave from June 5-16, 2024, and, prior to that time, she informed *************** that she could return her forms to the ************** while she was away.
  
  Unfortunately,it appears the representative did not alert Al or the office staff that she had provided these instructions to ****************.
  
  When **** returned June 17th, ** informed her that **************** had been calling his office regularly while she was out.  She was aggressive with the office staff and had complained that **** was incompetent and should be fired.  ** then asked about the status of her application and encouraged **** to reach out and finalize anything needed with ****************.
  After that notification, **** contacted **************** to check on the status of her application. **************** complained to **** was she did not want to sign the application or make copies of documents. At this point, **************** was informed that she could not enroll without agreeing to the enrollment terms and conditions. **** also reminded her that applications are only allowed to be completed within 30 days of their start.
  **************** returned the application (not fully complete, but partially) to ********** via mail, and it was received June 24, 2024, with a postmark of June 22, 2024, and signature dates of June 21, 2024.
  When **** reached out to discuss the application, **************** informed her she did not want to work with her. **************** then reached out to Al to again tell him to fire ****. **************** also informed **** that she plans to call any and all parties to file complaints and grievances.
  A TEAMS call was set up with **** and ** to speak with **************** on July 12, 2024. The meeting only lasted 5 minutes, as **************** stated she did not want to work with **** and would only deal with **, then **************** hung up.
  **************** has also reached out to the AARP ************ in ******* and connected with *********************. He informed **************** that he could pass a message back to the AARP Foundation staff but does not have any authority to make decisions for the program.
  **************** still leaves inappropriate messages for the office and berates those who answer the phone at both the AARP Arizona ************ and **********.
  
  **************** is welcome to again attempt to enroll in SCSEP, and her application will be treated like any other, including being subject to eligibility requirements and availability of space. 
  
  Should *************** have any further questions, she can email any correspondence to my attention at: **************************************** or mail to: ************* Ombudsman, AARP, *************************************; 20049. Additionally, she 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,
  ****************************** Advisor
  AARP ************* Ombudsman Team
  

  Customer Answer

  Date: 08/08/2024

  [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: 22051089
  
  I am rejecting this response because:

  The following false and staged accusations:

   

  
  Unfortunately, it appears the representative did not alert Al or the office staff that she had provided these instructions to ****************.

  This is not an unfortunate occurrence but a complete lack of competence or follow up on the part of ******************** who failed to provide the instructions

  and as a result caused the delay. This is not an excuse. 

  
  
  When **** returned June 17th, Al informed her that **************** had been calling his office regularly while she was out.  She was aggressive with the office staff and had complained that **** was incompetent and should be fired.  ** then asked about the status of her application and encouraged **** to reach out and finalize anything needed with ****************.

  I was never "aggressive" with the office staff and this is a fabricated falsehood to stage feigned offense and is slanderous and libelous now documented by the agents of AARP. Requesting a satisfactory response from the office who completely failed to respond appropriately is the professional way to proceed in light of stalling, hiding behind voicemail and lack of response altogether. 

  
  After that notification, **** contacted **************** to check on the status of her application. **************** complained to **** was she did not want to sign the application or make copies of documents. At this point, **************** was informed that she could not enroll without agreeing to the enrollment terms and conditions. **** also reminded her that applications are only allowed to be completed within 30 days of their start.

  ******************** who finally returned from her vacation contacted me and demanded that I go to a printer and print out the documents, sign them and drive to the ************** in one day as the deadline was looming as result of her delayed processing of my application. ******************** further stated that she had no competence in processing the documents by email for electronic completion and signature and that the documents must be returned on the same day as the 30 day deadline was looming. 

  **************** returned the application (not fully complete, but partially) to ********** via mail, and it was received June 24, 2024, with a postmark of June 22, 2024, and signature dates of June 21, 2024.
  When **** reached out to discuss the application, **************** informed her she did not want to work with her. **************** then reached out to Al to again tell him to fire ****. **************** also informed **** that she plans to call any and all parties to file complaints and grievances.

  I therefore contacted the ************** and requested that they process my application and was directed to send the completed documents to them. I did so and then there was further delay as the agent sat on the documents which were complete and failed to process them. ** then apologized and still did not process the completed application. 

  A TEAMS call was set up with **** and ** to speak with **************** on July 12, 2024. The meeting only lasted 5 minutes, as **************** stated she did not want to work with **** and would only deal with **, then **************** hung up.

  This is again another false and staged statement to conceal the shortcomings of AARP, ******************** and Al by falsehoods and omissions. I joined the Zoom call and ******************** informed me that because I had not completed the application in a timely manner, I was removed as an applicant, but she could "offer" to put me back on the waiting list. Al stayed silent and did not reveal that he had the completed application but failed to advance the application. I stated that this was unacceptable and that my place that I had waited for and had complied with all application requirements was being denied as result of ************************ delays and Al's failure to advance my application.

   

  It is of note that ******************** should have waited to start the application date knowing the 30 day time frame limit until she returned from vacation, or have an alternate individual available to process applications in her absence. All emails and phone messages with the office never revealed that ******************** was on vacation for 2 weeks and I did not understand why my messages were not being returned until one day before the deadline when ******************** returned. 

  I received an unsolicited email from ******************** to speak and ** joined the Zoom meeting looking quite worried as he failed to process the application and passed the matter back to the offending agent, ********************. 

  **************** has also reached out to the AARP ************ in ******* and connected with *********************. He informed **************** that he could pass a message back to the AARP Foundation staff but does not have any authority to make decisions for the program.

  
  **************** still leaves inappropriate messages for the office and berates those who answer the phone at both the AARP Arizona ************ and **********. 

  This is a blatant falsehood and only one follow up call to speak with the Director was made which was professional but did not resolve the issue. No further contact had been initiated with the AARP Arizona ************ or Al's Office. 

   

  AARP has an incompetent staff, failure to advance my application is a timely manner, and resorts to libelous and slanderous accusations when held to account and their shortcomings revealed. 

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

  
  

  Business Response

  Date: 05/05/2025

  Hello.

  This is a rebuttal to a complaint filed (and resolved) in early August, 2024. The claimant also filed a similar complaint with the **********'s office. Our response was the same to their office, including the line "Ms. ****** is welcome to again attempt to enroll in SCSEP, and her application will be treated like any other, including being subject to eligibility requirements and availability of space."

  Ms. ******, in her response to the AG's complaint, stated she preferred not apply again. 

  There is nothing in this rebuttal asking us to change anything in our response or any other desired action.

  We appreciate your assistance.

  Sincerely,

  ***** *******, Sr. ************************** style="font-size: *****rem;">AARP ************* Ombudsman Team

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

  Customer Answer

  Date: 05/07/2025

  [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: 22051089
  
  I am rejecting this response because: AARP Foundation does not advance employment applications who must accommodate the erratic office hours of *** ********** who is entrusted to process the application in a timely manner.

  I was informed that due to the bungling incompetence of *** ********** my application would have to start all over again and I lost my place in line as a result with possibly a months or years long wait. The Phoenix Office has shown a lack of basic competency with claims of not receiving the application that was sent to them. 

  AARP Foundation SCSEP is a questionable entity in regard to the assistance that they claim to offer to seniors and SCSEP incompetent staff and bungling is one example. Solicitations are requested in the AARP magazine and yet it appears that no assistance is actually provided to seniors. The food assistance is offering little or nothing other than help with the SNAP application which is a simple application for anyone to complete and other than that I have found no help from AARP Foundation available. Due to *** ************ failure to process my application I would suggest that she process the application now on file and not return it to the waiting list due to her incompetence and bungling. 

  My application is on file and can now proceed unless AARP SCSEP can confirm that my application was not received in a timely manner and that their subordinate, **********, processed the application in fair manner or failed to respond for 2 weeks while she was on vacation using this as excuse to demand that I complete a new application. 

   

   

  AARP Foundation advances SCSEP Program for seniors. I applied and the agent failed to advance my application in a timely manner. *** *********** went on holiday for 2 weeks and failed to request any additional documents for the application despite my repeated requests. *** *********** finally responded stating that the application had to be completed within 30 days and demanded that I drive to ******* to provide the necessary documents within a one day time frame due to her delay. *** *********** was unable to navigate the system by email stating that she did not know how to send the documents electronically. I sent the documents to the Phoenix office, ** ********, who claimed that he only received the documents 2 weeks later after he was reported to the oversight office. ** ******** absolved his obligation by giving my case back to *** *********** and this was discussed in a Zoom call. *** *********** then informed me that my place was no longer available and the she could offer to place me on the waiting list. I advanced my concerns to ****** ***** who failed to respond at all. This is a questionable employment assistance service for seniors and should be investigated. Resources for Older Jobseekers AARP Foundations workforce programs offer solutions to help unemployed and independent workers chart a course toward financial security, helping you take advantage of the skills and experience you already have and providing training and guidance to help you navigate the technological advances and other changes creating a new world of work. NEED NEW SKILLS? AARP ********************************** Service Employment Program) offers unemployed adults 55 and older work-based training and skill-building opportunities within a variety of community service organizations and agencies.
  
  Regards,
  
  ********* ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/22/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: AARP subcontractor Delta Dental, my ID # ************. Paid 2023-2024 annual premium with rep July 6, 2023, amount per company *********** that payment went through my card was hacked and I got a new one. They now say I owe $.64. Why? I switched to mostly payments for 2023-2024 and confirmed with rep twice my bank account and routing numbers earlier this year. Today they said the last 4 of my routing number in their system does not match my actual number. Asked to speak to a supervisor. After an hour can't get though. They now say call back will be 36 hours to 5 business days. I have a payment due this week. AARP and their subs do not care about the elderly, their customers or accurate data collection. ********************** does not support seniors. I have now wasted an entire morning with no results and am not sure if my insurance will be cancelled due to their error.

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  
  BBB of ******************* &
  Eastern Pennsylvania (**********, **)
  ************************
  *******************************************
  
  Re: *****************************
  ID: ********
  
  Dear BBB Representative:
  
  This is a response to a recent complaint to the Better Business Bureau, filed by *****************************. The issue is regarding a payment owed to Delta Dental. This complaint has been referred to me
  for investigation and response.
  
  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 Delta Dental, we forwarded her complaint to Delta Dental
  for investigation and response.
  
  Delta Dental advised that the member does owe $.64. The account is current and active. The member was contacted and has also been set up on autopay.
  
  Sincerely,
  ***********************
  Member Relations
  AARP Services, Inc.
  ****************************************************************
  ASI Case ID: ********
  

  Customer Answer

  Date: 08/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  Date:07/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was checking my bank account and saw the ***** from ARPP. I called and asked what I was paying for and the representative said they couldn't tell what kind of insurance it is. I asked him to stop the withdrawal, he said he did but I couldn't get a refund unless I sent proof of my insurance. I said no. The withdrawal didn't stop. I asked the back to block it and they did but no promises. Then for the 1st time I got a bill for payment that's not the same as the withdrawal, I guess the block worked. I did not expect a company like them would do things like this. As far as I remember I never signed up for a supplemental instance because in 2006 I'm pretty sure I didn't have health insurance to have supplemental insurance. Thank you

  Business Response

  Date: 08/12/2024

  This letter is in response to a recent complaint to the Better Business Bureau, filed by **********************. The issue is regarding an unrecognized charge from UnitedHealthcare. 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 Ms. ******** records with UnitedHealthcare to address her concerns. To assist, we forwarded the complaint on behalf of Ms. ******* to UnitedHealthcares Escalations Team to have a thorough review and investigation completed.  UnitedHealthcares Escalations Team has advised the $16.50 premium was for her AARP ************** RE plan and AARP Certificate Rider DH.  She contacted UHC on 6/17/24 and her *************** was cancelled as of 6/30/24.  Her 7/7/24 account statement reflects that $16.50 EFT payment was received 7/5/24, her current premium for August (for Plan RE) is $10.25, but UHC gave her a $6.25 retroactive adjustment for July (due to cancellation of her ***************) so they withdrew $4.00 on 8/5/24.  

• Initial Complaint

  Date:07/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AARP has been sending me purposefully misleading letters in an attempt to have me renew a membership prematurely. I receive these letters several times a year. AARP never includes the expiration date of my membership, so its easy to be scammed into renewing a membership that doesnt need to be renewed. They even include misleading statements of urgency to make you think you missed your renewal such as We recently sent your AARP renewal notice. However, were concerned that we have not yet received your Renewal Confirmation. Its true, they did indeed send me a renewal notice, a few in fact, but my membership is not up for another 4 months even now, at the time of this complaint. The letter also tries to make you think you may have forgotten to renew and that it has now become urgent by saying In case you misplaced our notice. This complaint is about AARP, an organization that knows it is using the failing memory of older individuals to advance profits. I find this despicable. I dont want to continuously be hounded to renew my subscription when my subscription is not close to being due. The fact that they intentionally do not tell you the expiration date of your membership, combined with the language used in the letters, makes them deceptive at best and they could even be considered a scam to obtain funds prematurely to increase their profits.

  Business Response

  Date: 07/30/2024

  July 30,2024
  
  BBB of ****************, ** and Eastern PA 
  **************************************************;
  ************** 20005 
   
              Re:      Complaint #********
                          *********************************
                          **********************
                          ************, SC  29566
   
   
  To the Dispute Resolution Team:  
   
  We are in receipt of your letter regarding ************************* claim that he has received numerous renewal notices for his AARP membership prior to its expiration. We have investigated his concerns and welcome the opportunity to respond. 
  
  ********************** has been a valued AARP member for five 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. 
   
  ***************** behalf, I have arranged for his account to receive few notifications.?Under this process, he will receive one notice via **** 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 that ********************* allow six weeks for this request to fully filter through our databases.?Should ********************** receive any renewal notifications (except as provided, above) after September 10, 2024, he should feel free to contact me through any of the channels, below, and I would be happy to assist him. We appreciate his patience and understanding. 
   
  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 other questions or concerns, he may call me directly at **************.If more convenient, he may send an email to ***************************************,or mail to the following address:
   AARP, ************* Ombudsman Team, *********************************; 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, 
   
  ****************************** Advisor 
  ************* Ombudsman Team 
  *************************************** 
  
  

• Initial Complaint

  Date:07/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AARP I signed up for their membership and it was actually difficult their pay system seems to just not work. It finally worked using PayPal. So now I have a five year membership. I now can see the deals and buy on their website. The problem is you cant buy anything. Its been two weeks and their system lets you get to the cart to purchase your items but will not take any payment. I have tried every solution given to me and then some. It will not work. I have called and they tell me it will be five working days until they can take a look or fix it. Five days goes by and then I call and they say it will take five days to sort out. Well for me that is not ok. I paid for a membership I should be able to buy the advertised items. I am thinking I have been scammed but I dont know what to do about it. I see a lot of others having the same problem with no resolution. If bbb can help I believe there are a lot of people in the same boat. I really just want to keep the membership if its real and be able to place an order. If not I would like a full refund of what I paid for the membership. Thank you for your time.

  Customer Answer

  Date: 07/22/2024

  You can withdraw my complaint. I know others have the same problem mine ended up being that my ip address told them I was in a different location than I was. Thank you for the time.

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 4 gift cards from the AARP rewards program Monday, July 8 2024. Two $500 gift cards and two $100 gift cards and I have not received them. Ive contact AARP multiple times Every day since the occurrence and Ive been told it would only take 24 hours and its gone on for five days now. I was told that its nonrefundable and its nothing that they can do and I would have to keep waiting. They are no longer answering my phone calls No returning My calls

  Business Response

  Date: 07/17/2024

  July 17,2024
  
  
  BBB of ****************, ** and **********
  **************************************************************************************************
  
                                 Re: Complaint # ********
                                        Keiondrick *****
                                        1414 S Medora St
                                        *******, ** 75160
  
  To the Dispute Resolution Team:
  
  I am writing in response to the complaint filed by ********** ***** regarding the delivery of his two $500 Carnival Cruise Gift Cards (@$450/each) and two $100 Carnival Cruise Gift Cards (@$95/each) purchased on July 9, 2024. We appreciate the opportunity to address this matter and provide a full explanation.
  
  On July 9,2024, ************** successfully completed the purchase of the four gift cards mentioned above. However, he did not receive the gift cards immediately and reached out multiple times to via chat and telephone. Agents informed ************** that it may take up to ***** business hours for the gift cards to be delivered.An internal case was created and forwarded to the ************* Ombudsman team.On July 11th, our representative emailed ************** that the case was being addressed. On July 12, the same representative spoke with **************, who requested a refund.
  
  We are pleased to inform you that Mr. ****** issues were resolved on July 12th.
  
  It is important to note that the Terms and Conditions of the AARP Rewards program, of which every participant must agree to prior to joining the program, state the following regarding digital gift card delivery timelines: Digital Rewards items will be delivered to the Participants email address associated with their AARP.org Online Account within 24 hours for orders submitted during normal business hours (8 am - 5 pm EST Monday Friday). Orders submitted on weekends or federal holidays, orders missing sufficient information to ensure the order is valid, and orders that encounter payment issues may take longer to resolve. AARP further reserves the right to extend delivery times in its sole discretion and without compensation or reimbursement to Participant for any reason, including without limitation to conduct due diligence, to resolve supply issues, or to audit transactions.
  
  Further disclosures are also provided to all participants prior to the point of purchase. Each item in the catalog reminds users that "In some instances delivery may take longer than 24 hours."
  
  We apologize for any inconvenience caused by the delivery delay experienced by **************. We value ************** as a member of AARP and appreciate his patience throughout this matter. If he has any further questions, he can contact me directly at *************, and it would be my pleasure to assist him further. If more convenient, he may also send an email to *************************************** or mail to the following address: AARP ************* Ombudsman Team, *************************************.
  
  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,
  ****************************** Advisor
  ************* Ombudsman Team
  

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From June 1st to now.AARP Trying to purchase gift cards Main reason for joining AARP. During checkout we get an error saying there is something wrong with your payment.Been in contact with them multiple times. Escalated, contacted me a few times. but no good results.There are many people complaining about same issue.

  Business Response

  Date: 07/17/2024

  July 17, 2024
  
  BBB of ***********************************
  **************************************************************************************************
  
             Re:     *************** #********

  Dear Dispute Resolution Team:
  
  I am writing in response to the complaint filed by *************** regarding difficulties encountered while trying to purchase gift cards through the AARP Rewards program. We appreciate the opportunity to address this matter and provide a full explanation.
  
  We extend our sincerest apologies for the inconvenience ************ faced with his credit card transactions being declined. We realize how frustrating this situation must have been for him, especially during a purchase attempt.
  
  While payment authorization occurs at the bank level and is out of AARPs direct control, our team is constantly reviewing our systems to ensure the best possible user experience. We are also working closely with our bank partners to streamline the verification process to minimize rejection of payment methods without compromising the effectiveness of it. Our systems are designed to protect Members and the Rewards Program from fraudulent activity to ensure we can continue to offer robust benefits for our members. For the security of everyone, the payment systems have little flexibility for information mismatches during payment authorization.
  
  We apologize for any inconvenience caused when trying to purchase gift cards AARP Rewards.We value Mr. ************ a member of AARP and appreciate his patience throughout this matter. If he has any further questions, he can contact me directly at ************, and it would be my pleasure to assist him further. If more convenient, he may also send an email to *************************************** or mail to the following address: AARP ************* Ombudsman Team, *************************************; 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,
  
  ****************************** Analyst
  *************, Ombudsman Team

  Customer Answer

  Date: 07/17/2024

  [A default letter is provided here which indicates your NON 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. 
  

  We noticed that in the small print that only the primary can order gift cards. therefore AARP should NOT allow anybody else to do so.  but they did not and it really screwed up their system. it took them more than 6 weeks to resolve the issue.

  it had NOTHING to do with the credit cars as I used 4 different credit cards when trying to purchase gift cards.

  it was me as a secondary purchasing a gift card which they allowed and then one week after that they would not allow the primary nor the secondary to purchase and gift cards.

   

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

  
  

• Initial Complaint

  Date:07/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I renewed my membership on April 1st, 2024. After 2 wks we didn't receive our new cards, called and requested new cards because they did not know what happened. Waited another few wks called and the supervisor tells me the cards were never ordered and it will be 6 weeks, they cannot expedite or do anything. I called back on May 12th and cancelled my membership, they said 6 weeks for the refund again well it's been over six weeks and the membership in AARP is cancelled but I have not received my refund for 3 yr membership. I feel that this is fraud on their part the repeated 6 wks, cards weren't ordered, 6 wks for refund.

  Customer Answer

  Date: 07/07/2024

  We finally received resolution from  AARP  please close the complaint.

  Business Response

  Date: 07/08/2024

  July 8, 2024
  
  BBB of ******************** and **********
  *****************************************************************************************************
  
              Re:     Complaint #********
                          *******************************
                          1204 Jamine Dr
                          ****, ********
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding ************************* claim that he renewed his AARP membership and did not receive his membership cards.Subsequently, when he called to cancel his membership, he claims he did not receive a refund. We have investigated his concerns and welcome the opportunity to resolve this matter.
  
  ****************** has been a valued AARP member for 11 years. His most recent renewal on April 1,2024, for $63/5-years was for a Digital Value Membership (DVM). This membership provides member benefits (including membership cards and publications) digitally. To activate this membership, ****************** would have checked a box stating Yes. I would like to receive my AARP card and publications online only and will no longer receive them in the mail.
  
  On April 29,****************** called about their membership cards. A portion of our system was down,and the agent stated that he was sending a digital version of their card to the email address on file.
  
  On May 16,******************* called and spoke with an agent about not receiving membership cards in the mail. Unfortunately, the agent did not properly identify the account as a DVM and stated he could send a replacement set of cards. We can transition a membership back to a standard membership from DVM; however, there is a 90-day waiting period (which would have expired July 1). We apologize for this oversight on the part of our representative and for any frustration the Redekers have experienced.
  
  About 20 minutes later, the Redekers called again and asked that their membership be cancelled. The cancellation was put into effect and two refunds were processed (and confirmed) the following day May 17, 2024, at 1:20PM PDT:
  
  $63 refund to a credit card ending in 6998.
  $1.23 refund to a credit card ending in 5727 (this represented the remainder on the account prior to the ****** renewal from April 1, 2024)
  
  The Redekers should check with their credit card provider as both refunds are showing as processed successfully.
  
  If the Redekers have any other questions or concerns, they may call me directly at **************. Alternatively, they may send an email to **************************************** or mail to the following address: AARP, ************* Ombudsman Team, *********************************; 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,
  
  ***************************** Advisor
  ************* Ombudsman Team
  ***************************************
  
  

• Initial Complaint

  Date:06/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two gift cards ($600 total) for use on Celebrity Cruise Lines on 22 June 2024. I contacted Celebrity to activate the gift cards and apply them to my sailing. Celebrity informed me that these gift cards could not be used on my account and that I should contact AARP to have them refunded. I contacted AARP on 24 June 2024 and asked for a refund. They refused to refund the unused gift cards despite explicit guidance from Celebrity Cruise Lines. I am stuck with unusable gift cards and no recourse. I am seeking a full refund of the cost of the gift cards ($540) and a refund of my 2024 AARP membership renewal.

  Business Response

  Date: 07/05/2024

  July 5, 2024
  
  BBB of ******************** and **********
  **************************************************************************************************
  
             Re:      Complaint # ********
                          *****************************
                          ***** Wellsboro Dr
                          *******, ** 20147

  To the Dispute Resolution Team:

  I am writing in response to the complaint filed by ***************************** regarding the $95 and $450 Celebrity Cruise gift cards purchased on June 22, 2024. ***************** claims to be unable to use these gift cards for his cruise and is requesting a refund. We appreciate the opportunity to address this matter and provide a full explanation.
  
  On June 22, 2024, ****************** successfully completed the purchase of one $95 and one $450 Celebrity Cruise gift cards through AARP Rewards. ****************** reached out to our contact center via an inbound call on June 24, 2024. ****************** informed the contact center agent that Celebrity Cruises had advised him that he could not use the gift cards because his account was paid in full. The contact center agent verified the AARP Rewards terms and conditions and subsequently emailed the member a link to AARP Rewards Terms and Conditions.  
  
  It is important to note that all ***** gift cards have specific terms of use. These terms are determined by the individual cruise provider/brand and, as such,issues with these policies cannot be addressed by AARP. Part of the terms and conditions provided by Celebrity Cruises to the member before the purchase of a gift card state:
  
  Certificate *** be used only as a form of payment toward a new reservation made directly with Celebrity Cruises.
  Certificate *** not be used to obtain onboard credit or to settle any shipboard charges.
  
  Prior to the purchase, the member is also notified that AARP Rewards has a strict no refund policy as per the terms and conditions, as outlined for all digital goods in the AARP Rewards catalogue- No refunds (cash or Rewards Points), will be provided on any Rewards item. If for any reason a Rewards item is received damaged, becomes unavailable, or cannot be fulfilled, Sponsor, in its sole discretion, will replace the AARP Rewards item with one of equal or greater value.
  Further disclosures are also provided to all participants. Each item in the catalog reminds users that "This digital gift card is non-refundable".  
  ****************** purchased these gift cards in accordance with the agreed-upon terms and conditions; Therefore, AARP Rewards is unable to provide ****************** with a refund.

  We value Mr. *************** a member of AARP and appreciate his patience throughout this matter. If he has any further questions, he can contact me directly at **************, and it would be my pleasure to assist him further. If more convenient, he *** also send an email to *************************************** or mail to the following address: AARP ************* Ombudsman Team, *************************************; 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
  ***************************************

  
  

• Initial Complaint

  Date:06/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For close to an entire YEAR I have not been able to use areas of AARP's website. I can't use the Community area, in particular, right now where members can post and answer questions. I have contacted AARP in every way possible to address this with no resolution to date.I have spent time on the phone with representatives; I have emailed (currently communicating with *********************) and I have even MAILED PHYSICAL LETTERS to AARP's headquarters. There is no service in the world you'd expect to have to wait close to a year for resolution, especially when you're a paying member. At this point, I absolutely do not expect that AARP cares to resolve the issue or even knows how. Still, they love reminding me to renew. So, I'd like THEM to pay for my next one-year renewal that's due in August (I'm not sure of the exact date my renewal is since the section of the site where I can check my account status has been giving "under maintenance" messages for days now. I can't even use THAT area of the site now.)If they cannot cover the renewal for the next year, I absolutely will not be spending my hard-earned money to renew again. If I can't be assured of timely support in instances like these, then I can't feel confident my membership will afford me access to the benefits I pay to receive, including SUPPORT! I clearly can't count on AARP but AARP can absolutely count on ME not to give them another ***** of MY money for the inattentive, absent, and unsupportive assistance I've received. I bet you they'll balk at throwing me a $12 bone (the cost of the membership). Wouldn't surprise me at all.

  Business Response

  Date: 07/08/2024

  July 8, 2024
  
  BBB of ******************** and **********
  **************************************************************************************************
  
            Re:     ***************************- #********
  
  Dear Dispute Resolution Team:
  
  We are writing regarding the complaint of Ms. *************************** that was filed in your office on June 25, 2024, and transferred to our office for handling. The complaint entails her concern that she has been unable to access the Community Forum of the AARP.org website for nearly a year now despite her prior contacts with AARP. We have investigated her issue and welcome the opportunity to resolve this matter.
  
  We apologize for any aggravation this matter may have caused **************.The member stated in the complaint that she has contacted AARP over the past year searching for a solution to her web issue. While several contacts exist in our system going back to October/2023, this matter was just escalated to the appropriate level for proper assistance in May/2024. However, after researching this matter, it was revealed that ************** was banned from posting in the online community for not complying with the terms and conditions for behavior. Although the ban should have been a maximum of eight days, there was an indefinite ban placed on her account inadvertently, which prevented the member from posting in the Community Chat of AARP.org during this time. Upon notifying the proper department regarding this issue, they were able to lift the ban to allow normal posting activity to resume.

  As result, we are more than glad to honor Ms. ****** request and extend her account for a year. Membership cards reflecting August/2025 have been sent and should reach her within 4 weeks. In addition, we sent a $25 Mastercard gift card for any time and inconvenience, and it should reach the member within 7 to 10 business in a separate mailing from the updated membership cards. Again, I would like to express our apology for the oversight that the member experienced.

  If ************** should need any further assistance with this matter, she may call me directly at **************, and it would be my pleasure to assist her. If more convenient, she may send an email to *************************************** or mail it to the following address:  AARP ************* Ombudsman Team-A9-135G, *********************************************************************
  

  Dispute Resolution Team
  Page 2

  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,
  
  ********************************* Analyst
  ************* Ombudsman Team

  Customer Answer

  Date: 07/08/2024

  [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.  Its just a shame that this is what it took to get a resolution. 
  
  Regards,
  
  ***************************