Business Profile

Associations

AARP

Headquarters

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Complaints

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

Customer Complaints Summary

279 total complaints in the last 3 years.
109 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:04/03/2024
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.
Just because someone has a pulse and a post box does not confer a right on ANY company to send them junk mail.This group is sending junk mail to ************************* and *************************** NOT INTERESTED.
Business Response
Date: 04/12/2024
April 12, 2024

BBB of Metro ************** and Eastern **
*******************************************************************************

Re: Complaint #********
****** and *****************************
*****************************
**********,** 76107

To the Dispute Resolution Team:

We are in receipt of your letter regarding ****** and Carmelody Greens claim that they have been receiving mail from AARP that they do not wish to receive. We have investigated his concern and welcome the opportunity to resolve this matter.

The Greens were valued AARP members for four years. Their AARP membership expired at the end of February 2023.

We have now suppressed all mailings from AARP and our affiliated service providers sent to them at the specific address, above.

In addition to targeted solicitations (those sent to a particular person at a specific address), AARP also distributes generic promotional pieces that are sent out in mass mailings as part of AARPs overall membership acquisition program. These items are neither addressed to nor targeted to a particular person or household. They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail or inserted inside a subscription newspaper or catalog. Since these are mass inserts, we do not actually know if the person receiving them is already an AARP member or if they live in a 50-plus household.

As some mailings are prepared ahead of their distribution date, it may take up to 12 weeks for this request to filter through our database and those of our service providers.Should the Greens receive any mailings after July 5, 2024, they should feel free to contact me through the channels, below, and I will be happy to investigate further.

If the Greens have any questions or concerns, they may call me directly at *************. If more convenient, 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
***************************************
Customer Answer
Date: 04/22/2024
Satisfied with their response. I hope this will put the matter to sleep for good.

Thank you.
Initial Complaint
Date:04/01/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a payment to renew my membership with AARP on 1/2/24. I made numerous calls to find out why I hadn't received my renewal cards. I was told they couldn't find my payment but that they would research and get back to me. My subscription ended 3/29/24. I was promised a phone call from a manager prior to this date but no-one has contacted me. I've been a member since 2004. I would like for them to renew my membership. I thought they would have done this while they researched the situation. Every time I called they just kept asking me for more money. The fee was small but for me I'd about the principal.
Business Response
Date: 04/03/2024
April 3, 2024

BBB of Metro ************** and Eastern **
*******************************************************************************

            Re:     Complaint #********
*****************************
76 ***************
********,** 11563


To the Dispute Resolution Team:

We are in receipt of your letter regarding ********************* claim that she renewed her AARP membership on January 2, 2024, but has not received her renewed membership cards. We have investigated her concerns and welcome the opportunity to resolve this matter.

********************* has been a valued AARP member for 11 years. We researched the $16 charge on her credit card from January 2, 2024 and found that it was an annual payment for a membership she purchased for her mother in January 2023 that was on an auto-renew payment schedule.

We contacted ********************** by phone on April 3, 2024 and explained where the $16 charge was applied. At her request, we are removing the auto-renew designation on the account. She was satisfied with our explanation and resolution.

If ********************* has any other questions or concerns, she may call me directly at **************. If more convenient, she 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
***************************************
Business Response
Date: 04/10/2024
April 3, 2024

BBB of Metro ************** and Eastern **
*******************************************************************************

            Re:     Complaint #********
*****************************
76 ***************
********,** 11563


To the Dispute Resolution Team:

We are in receipt of your letter regarding ********************* claim that she renewed her AARP membership on January 2, 2024, but has not received her renewed membership cards. We have investigated her concerns and welcome the opportunity to resolve this matter.

********************* has been a valued AARP member for 11 years. We researched the $16 charge on her credit card from January 2, 2024, and found that it was an annual payment for a membership she purchased for her mother in January 2023 that was on an auto-renew payment schedule.

We contacted ********************** by phone on April 3, 2024, and explained where the $16 charge was applied. At her request, we are removing the auto-renew designation on the account. She was satisfied with our explanation and resolution.

If ********************* has any other questions or concerns, she may call me directly at **************. If more convenient, she 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:03/27/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For years we have been receiving junk mail from AARP requesting money. They will send mail stating that membership has expired and it is not even close to being expired. NFCU check # **** for $25.00 was sent 10/28/2023 for a one-year membership and the year prior 12/05/2023 check # ****. I have kept an AARP folder with copies of checks, copies of paperwork that I have sent them showing that we are not expired. We have received 3 sets of AARP cards in the last 6 months for some reason. We are at the point now that we could care less if we have an AARP membership. I believe that this company is a scam and requesting a investigation if it is just me or everyone.
Business Response
Date: 04/03/2024
***** 3,2024

BBB of Metro ************** and Eastern **
****************************************************************************

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

Dear Dispute Resolution Team:

We are writing regarding the complaint of *********************** that was filed with your office on March 27, 2024, and transferred to our office for handling. The complaint entails Mr. ******** concerns that AARP continues to send mailings after his membership had expired. We have investigated his concerns and welcome the opportunity to resolve this matter.

AARP makes every effort to comply with mailing requests. Our records indicate that a membership (#**********) was established in the name of **************************** with ************************* listed as the secondary member in February of 2012. It recently expired on February 29, 2024. The last payment received from the member was processed on December 14, 2022, in the amount of $16 representing a 1-year renewal and extending the membership to February of 2024. According to the complainant, checks were submitted to AARP for $25 and a 1-year renewal cost on 10/28/23 and 12/5/23 respectively that have been shared with AARP. Unfortunately, our files do not show any previous communication with either member.
After researching Mr.******** concerns, check #**** in the amount of $16 was located. However, the original date of the check was written on December 5, 2022, as opposed to December 5, 2023, as noted in the complaint, which matches the last payment (December 14, 2022) on the membership account. We were also able to find the second check (#****) in question. Because it was accompanied by an AARP Foundation form with $25 selected as a donation, this full amount was posted on 11/7/23 as a tax-deductible contribution to AARP Foundation. However, while examining the check, we noticed that AARP for *********************************************************************************** the payment. Therefore, we have decided to honor a two-year membership extension. Your account (#*********** has been updated, and membership cards reflecting the expiration date ***** of 2026 should reach you within four weeks.
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. These mailings also consist of membership cards, which explains the three sets of cards that the member received. AARPs policy is to refund membership fees to members who renew in error.
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.

Should ****************** need any further assistance regarding this matter, he may call me directly at **************. If more convenient, he may send an email to email to *************************************** or mail it to the following address: AARP ************* Ombudsman Team-A9-135G, **************************************************************

Again, we regret any frustration or inconvenience that these mailings may have caused ************* and his stepfather. 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,

***************************
Sr. Member Relations Analyst
Initial Complaint
Date:03/17/2024
Type:Customer Service 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 had 50 AARP points expiring on 3/1/24. On 2/8/24, I tried to log in to use them repeatedly, over many hours, but I could not.I also could not reset my password. I was completely locked out.After many frustrated hours, I contacted, AARP online, I had a useless and infuriating chat with AARP. After dealing with a useless bot, I was transferred to *****. She told me, that since I do not have a phone, that it could take from 3 5 days for them to get back to me.Problems should be resolved on first come, first serve basis they should not keep discriminating against people who do not have phones, but AARP never stops doing so.***** also told me that my membership has expired. Nice try, but that is not relevant. You can use the AARP site, without a membership; as I told *****, I used their site for free, for years, before I turned 50 years old. ***** then stated, You can have an online account for free, You just don't have a membership. Nice try. Also because AARP messed up my membership, I only earned half the points that I should have earned. (And I found out how AARP messed that up, the grossly misspelled my name: its *******, not *********** lost an entire years membership, due to the fact that I could not activate my membership, because AARP was not competent to copy the correct spelling of my name; or to catch their own error, when I contacted them to try to get my membership activated. I am owed a years membership, that I never got, because I had no way of knowing that AARP had so completely unacceptably misspelled my name, and then also failed to catch and correct their errors.Also, since I still cannot log in, I still cannot earn more points, so AARP has cost me those points too.Furthermore, its been 18 days, but no one has gotten back to me.*** tried repeatedly to log in, but I still cannot, nor can I reset my password.On 3/7/24 I got an email from AARP, that I have ***** points expiring soon but I cant use them either, as long as AARP has locked me out, and completely refuses to even attempt to resolve their problem, which has harmed me unceasingly, and ongoing.
Business Response
Date: 03/22/2024
March 22, 2024

BBB of ******************** and **********
**************************************************************************************************

           Re:      Complaint # ********
                        *************************
                        *******************************;   *******, MI 49428

To the Dispute Resolution Team:
I am writing in response to the complaint filed by ************************* claiming that she was locked out of her AARP Rewards account, preventing her from accessing expiring points, felt discriminated against for not having a telephone and that AARP misspelled her name causing her to lose a years worth of membership benefits.

We appreciate the opportunity to address this matter and provide a full explanation.

AARP has responded to some similar claims from ****************** on seven separate occasions:

Complaint ******** on 1/10/2020; 1/21/2020 and 2/4/2020.
Complaint ******** (closed by the BBB on 2/26/2021 as previously addressed).
Complaint ******** on 5/14/2021
Complaint ******** on 6/1/2021
Complaint ******** on 3/7/22

Our records show that ****************** last logged into AARP.org successfully on Feb 23, 2024.However, her login attempts on Feb 28, Mar 2, and Mar 8, 2024, with incorrect credentials led to her inability to access the account. ****************** has not tried to reset her password since Feb 28, 2024. This resulted in her being unable to use her expiring points due to entering the wrong password and not initiating a password reset. To reset her password, ***************** can visit AARP.org and choose the forgot password option on the login page and follow the necessary steps to reset her password.

As we have stated in previous responses, Ms. ******** claims of discrimination and harassment because she does not own a telephone are without merit. We have provided alternative means of contacting AARP in all our responses, both through the mail and electronically. Inclusion of a telephone number is common business practice. It is also common business practice that, occasionally for computer-based concerns, a representative or technician needs to provide consumers assistance for certain issues that *** be on the consumers end (i.e., clearing browser history).Phone communication is the most effective and efficient means to resolution.

Ms. Grasmans AARP membership #********** was opened on February 23, 2016, with a promotional 1-year membership through ********* Pharmacy. No cash or credit card payment from ****************** to AARP was required. The membership expired at the end of February 2017 and has been in an expired status since that time.

We investigated ********************** claim regarding AARP holding an incorrect name on the account, resulting in the loss of access for a year and have found no evidence to support this allegation. If ****************** possesses any documentation to substantiate this claim, we are more than willing to review it.

As mentioned in our previous responses, if ****************** has any further questions, or needs any clarification of the above, she can email any correspondence to my attention at **************************************** or mail to: ************* Ombudsman, AARP, *************************************; 20049. I provide my phone number for all recipients of this response (claimant and the Better Business Bureau): **************.

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,

*********************
************* Ombudsman
***************************************
Customer Answer
Date: 03/22/2024
Re: Complaint ID ********

I am rejecting this businesses response, as it is completely fraudulent, derogatory,untrue, and vile.

It is also insane for AARP to keep maintaining, that things can only ever happen once,and therefore, they will continue to refuse to cooperate with me, or communicate with me, or to right any of their wrongs.
If AARPs allegation that things can only happen once, has any basis in fact,you could only have one child, to on one vacation, live in one home,work at one job, eat one meat, Etc.
According to AARPs vile allegations, they can continue to lock me out of my account every month, for the rest of my life, and refuse tonight that wrong,because it can only happen once.
That is so offensive, that it is beyond insulting,
According to AARP I could only try to rest my password, once, because things can only ever be done once = their hate for seniors is ceaseless.
AARPs listing their past unresolved complaints against me. is like stating, well,we stabbed her before, so we can keep stabbing her, as often as we want, until she dies.

In addition, I have repeatedly tried to reset my password, which I should not have to do,if AARP would let me log in, instead of locking me out of my account. Their allegation that I logged in on 2/23/24, but somehow forgot my password on 2/28/24, only 5 days later is not credible.
In fact, I tried to reset my password repeatedly, not limited to on the following dates:
On 2/28/24, 3/2/24,and 3/8/24, and AARP has not proven their claim that I did not try to reset my password.

Furthermore, AARP has completely failed to address my one chat with them or why they have refused to follow up on that chat, as promised to me, in writing, not even once.
In that chat AARP did harass me for not having a phone, more than once; so their discrimination denials are baseless, unmerited, and in complete contradiction to the materials facts.

I have provided the wrong name that AARP used, preventing me from every registering my account membership, as I was obviously using the correction spelling of my name, not knowing that AARP was defrauding me. Their repeated refusals to correct their deliberate errors against me, even after I provided that name, (which they know was never registered or honored), compounds their frauds and ***** against me unceasingly.

It is also a material fact, that AARP is now offering memberships to people under the age of 50 they will now take money from anyone. If they served the elderly, as they were created to do, they would not have to do that.

I do not claimthat I am locked out, I am locked out, and have been, since last month.
What happened in the past, was never resolved either, so listing it is irrelevant to this complaint, other that it does show a history of AARPs refusals to right any of their wrongs against me.

And while AARP will respond to the BBB, (and a response is not an answer), they have still refused to contact me, not in response to our online chat, not in response to my BBB complaint, not ever. Their actions speak for themselves.

PROOF:
Attached is the print screen of my latest of many attempts to reset my AARP password. As anyone can clearly see, AARP refuses to let me reset my password,just as I had told you = their denials are fraudulent.
Also, as anyone can plainly see, AARP is discriminating against me for not having a phone, as I have told you. AARPs phone discrimination denials against me are completely fraudulent, ongoing, and unceasing.

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

Business Response
Date: 04/11/2024
April 11, 2024

BBB of ******************** and **********
**************************************************************************************************

           Re:      Complaint # ********
                        *************************
                        **************************
Jenison, MI 49428

To the Dispute Resolution Team:
I am writing in response to the rejection sent by ************************* claiming that she was unable to reset her AARP.org password.

****** on our team has sent an email to ****************** dated today detailing the path to take to have her AARP.org password reset. Should she have any trouble, she can contact us at: ******************************************** address was included in our email communication to her.

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,

*************************
Consumer Care Ombudsman
***************************************
Customer Answer
Date: 04/11/2024

BBB:

I am rejecting AARPs response to complaint # ********, for all of the following reasons:

I tried yet again, to log in to my AARP account today, but I was still locked out. At 12:50 PM, today, I tried yet again, to reset my password, but I still could not. That is not a claim, that is a material fact I have provided proof of that ongoing problem before, and I am doing so again - see attachment, which proves that it still will not work.

On,or about March 8, 2024 I had ***** points expire, as I could not log in to use them, to due AARPs locking me out of my account.
On or about 4/3424 I lost another 320 points, as I could not log in, to use them, due to AARPs continued punitive actions against me.
In addition, I could not log in to earn more points, costing me hundreds of more points.

None of these points that have been stolen from me, have been remedied by AARP.

AARP has also failed to address why they started misspelling my name; if it was not in fact a direct result of my renewal, that they never processed, and prevented me from having then why?

Bizarrely,I just found an email from AARP dated today at 4:18 PM, stating that my password had been changed but not what it had been changed to. Now I cant even try to log in, as I dont know my password. I do not see an email from ****** or is that what they are referring to? If so, let me know what they changed my password to.

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

Business Response
Date: 04/22/2024
April 22, 2024

BBB of ******************** and **********
**************************************************************************************************

           Re:     Complaint # ********
                       *************************
                      ***************** Unit 596
Jenison, MI 49428

To the Dispute Resolution Team:
Ms. ******** latest rejection of our response crossed with our email response to her and her response back to us on April 12, 2024.

Thanks to our most recent communication, ****************** has successfully logged-on to AARP.org and is able to participate in AARP Rewards. We have restored the AARP Rewards points which expired during the time that she could not log-in.

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,

*********************
Consumer Care Ombudsman
***************************************
Customer Answer
Date: 05/04/2024
BBB:

I am rejecting AARPs response to complaint # ********, for the following reasons:

I earn approximately ***** points per month. I lost the ability to earn any points, while I was locked out, for over a month.

AARP has also failed to address why they started misspelling my name; if it was not in fact a direct result of my years renewal,that they never processed, and prevented me from having then why?

****** has been helpful to me I am now able to log in; and I thank her for that.

Sincerely,
*************************

Customer Answer
Date: 05/10/2024
This attachment shows 4 more mailings to me, at my address, with my last name misspelled. This misspelling is why my renewal never got processed, and it also completely disproves AARP's denials of misspelling my name.
Initial Complaint
Date:03/13/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have low income subsidy extra help and when I found out that I have to pay for my medicine under their plan I switched to ******** beginning the 1st of April and I paid AARP from ****** ********** $67..20 for January, February and March. Now they are telling me I am no longer covered and I owe them $44.80 and if I don’t pay they will send it to a collection agency.
Business Response
Date: 03/28/2024
The invoice the member received was for the
past due amount owed for January and February premiums. The invoice generated
3/4/24 and payment was received 3/5/24. This was a timing issue and the member
does not have a past due amount. A refund of $22.40 will be issued as the plan
ended 2/29/24.
Business Response
Date: 03/28/2024
The invoice the member received was for the
past due amount owed for January and February premiums. The invoice generated
3/4/24 and payment was received 3/5/24. This was a timing issue and the member
does not have a past due amount. A refund of $22.40 will be issued as the plan
ended 2/29/24.
Initial Complaint
Date:03/01/2024
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.
When I called customer service I found that the customer service people are very aggressive. They also try to pressure you into going for a couple years. They also want to sign you right up on the spot and they want your email address and your information. I found the customer service is being very arrogant. Also extremely rude I want to cancel yesterday and I read some stuff about AARP it’s not for seniors no way it’s also anti-Christian, they are totally off the wall and the customer service people are very argumentative. I told customer service rep yesterday I decided to cancel AARP because I don’t like what it has to offer and the man argued with me because I saw what it was supporting and I can’t support something like that! the man was not listening he was extremely arrogant. I will never get involved with them again. They try to screw the seniors into supporting them so they can lobby against us in Washington. This is not for seniors. This is for political purposes, they don’t to take care of the seniors and their well-being. As far as I’m concerned, it’s all about making money and taking money from the seniors! I am extremely happy I was able to cancel it yesterday and the guy was very rude and obnoxious and pompous and arrogant. I saw on his website and I challenged it and he didn’t like and said he kept arguing with me. Well, you know what I will not spend any more money in this group. This is deployable and I really feel they should be shut down because it’s a disgrace. They did return the money, but I will never waste my money on this again. That’s the only thing I liked about it I got my money back. One more thing I would like to add I don’t like being attacked because I’m a veteran for what I believe in and what I stood for by the representative. He tried to tell me something that there’s no way he could convince me off because he wasn’t overseas like I was, he just kept arguing and arguing well guess what? I won’t tolerate stupidity or scammers
Business Response
Date: 03/19/2024
March 18, 2024

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

            Re:
     Complaint #********
****** ****
** **** **/Apt **
Ashland,
MA *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding ****** ****’s claim that he had an
unpleasant interaction with the AARP contact center and that he requests no
further contact from the association. We have investigated his concern and
welcome the opportunity to resolve this matter.

*** **** joined AARP with a $12 payment for a one-year membership on February
26, 2024. On February 29, 2024, he called our contact center to cancel his
membership. His cancellation was processed and $12 was refunded to the credit
card he initially used for the transaction.

AARP
maintains exacting standards for our contact center agents. We review calls
into our contact center for quality assurance, learning and performance
improvement through agent coaching.

We have
suppressed *** **** from receiving any further mailings from AARP and our
affiliated service providers. As some mailings are prepared ahead of their
distribution date, it may take up to twelve weeks for this request to
filter through our database and those of our service providers.

In addition to targeted membership solicitations (those sent to a particular person at a specific
address), AARP also distributes generic promotional pieces that are sent
out in mass mailings as part of AARP’s overall membership acquisition program.
These items are neither addressed to nor targeted to a particular person or
household. They are inserted either in shared mail programs (bundled with other
offers from other retailers or marketers) in the regular US Mail or inserted
inside a subscription newspaper or catalog. Since these are mass inserts, we do
not actually know if the person receiving them is already an AARP member or if
they live in a 50-plus household.

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,

AARP Consumer Care Ombudsman Team
[email protected]
Initial Complaint
Date:02/29/2024
Type:Delivery 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 Foundation mailed me an advertisement that if I donated $12 or more I would get a free Clock Tower. On 12/4/2023 I called, spoke to ****** gave $15 by **** and ordered the gift-order # *****. Told I would get clock in 2-3 weeks. Instead of charging my **** $15 I was charged $31. I called again on 12/4/2023 and spoke to a supervisor ***** who reversed the wrong charges and said the clock would be sent in 6-8 weeks. I still have not gotten the gift but I have been receiving numerous letters thanking me for my donation and asking me to give more money!
Later I called several times and was told I would have to call a different number, ******* ****, to get my gift. I waited 8 weeks and called this number several times and only got a voice message to leave my phone and email which I did. I never got a call back or email.
On 2/9/24 I called another number, *** *** ****, and spoke to ******* who said my request for a gift was never placed so she was going to do it as of that date, 2/9/24, and I would get the clock in 7-10 days. On 2/27/24 I called this 800 number again and left a voice message that I still had not gotten my clock and it was 18 days since the order was again put in.
On 2/27/24 I received an email from ****** ******** stating that my order was never put in, she would put in the order then and I would have to wait another 4-6 weeks for the clock. see attached- "I have reviewed your account and I can see that the order was never placed when your donation was processed on 12/4/2023. I have placed the order today unfortunately; I have to ask that you allow an additional 4-6 weeks for processing and delivery but hopefully it’ll arrive sooner. ****** ********." I responded to this email by stating that this was the second time some person said that my order was never placed and either I was to get the clock immediately or I wanted my money refunded immediately. To date I have not received the clock nor have I gotten a refund. THIS IS A SCAM! Don't donate!
Business Response
Date: 03/08/2024
March 8, 2023

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

            Re:
     Complaint #********
********* *****
**** ******** ****/Apt ***
                        Seminole, FL *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding ********* *****’s claim that she has
yet to receive the LCD Clock premium item promised with her donation made to
AARP Foundation on December 4, 2023. We have investigated her concern and
welcome the opportunity to resolve this matter.

*** ***** has been a valued AARP member for 25 years.

Her complaint
was escalated to our AARP Foundation Donor management team. They are addressing
the unfortunate missteps with the agents who worked with *** *****. Her phone
calls are under review for appropriate agent coaching opportunities.

AARP Foundation
has arranged for the selected premium item plus an additional item to be sent
via expedited shipping to *** *****’s address. She should be in receipt of
these items by the time she reads this response.

Additionally, a
full $15 refund of her donation to AARP Foundation was processed on February
29, 2024 and will appear as a credit to the credit card she originally used for
the transaction.

A senior
manager on the team has contacted *** ***** directly and has left her contact
information. We extend our sincere apologies for this experience.

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

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

Sincerely,

***** *******
Consumer Care Ombudsman
[email protected]
Customer Answer
Date: 03/08/2024
[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. However, this complaint should not have been necessary if the Foundation actually intended to honor its gift promotions. It appears it only wants our money and hopes no one will pursue a complaint to the BBB when it fails to deliver as promised. I have never experienced such behavior with any other company's gift promotion.

********* *****
Initial Complaint
Date:02/20/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a member for the past 10 years. Membership No: ********* Sequence of events:1. Received letter dated 09/29/23 on 10/23/23 advising yearly payment due and if I wanted to change payment method. On 10/23/23 at 9:54AM called number on letter and spoke to a *****. Gave her my new payment method for the full year. She confirmed membership paid in full. She advised could not give me confirmation number and to call back for it. 2. 11/5/23 - 9:24AM - Called to get confirmation number. Spoke to ***** Advised my credit card got declined. I gave her a different card to use. She confirmed again it went through but again she couldnt give me a confirmation number. She said I was paid in full for the full year. 3. 2/16/23 via **** I received a notification from AARP Roadside stating my membership is past due. I right away called to get this straightened out. At 12:56 PM I called and spoke with *****. Again I am told my card will not go through. I said why did it take so long for me to get notified especially since I have been told by my previous conversations I was paid in full. I was on the phone with him for about 30 minutes and then told I have to call back in 48 hours because they are having billing issues.4. 02/19/23 4:56PM I Called and spoke with *****. She checked my records. She again asked for a charge card which I gave her. Would take that card either. She advised I need to directly speak with the billing department. Gave me phone number ************** and to ask for the billing department. Couldnt talk to them because department closed and need to call back tomorrow.5. 02/20/23 8:43AM Called again spoke with ***** said nothing she can do. Billing department needs to fix problem. Asked to speak directly with them and she said billing **** doesnt have phones. Spoke with her supervisor ****** said he also told me nothing heca do and have to wait until problem gets resolved.
Business Response
Date: 03/06/2024
March 6, 2024

BBB of Metro ************* &
Eastern Pennsylvania (**************)
********************* 10th Floor
************* 20005-3404

Attn:BBB Representative

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

Dear BBB Representative:

This letter is in response to a recent complaint to the Better Business Bureau,filed by ***************************. The issue is regarding payments concerns with AARP Roadside Assistance provided by Allstate. This complaint has been referred to me for investigation and response.

Please be advised that AARP contracts with providers to make products and services available to
AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a
complaint such as the one that you 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 Allstate to address her concerns. To assist, we forwarded the complaint on behalf of **************** to Allstates Escalations Team to have a thorough review and investigation completed.

Allstates Escalations Team has advised they reviewed the customers account and it seems that the **************** needs to contact her bank and determine why they are rejecting the payment. **************** stated that she tried to update the credit card, but Allstate is unable to see any change; the last change was in 2023.

We apologize for the inconvenience **************** has experienced. Should you have any
additional questions, please do not hesitate to contact me directly by calling *************.

Sincerely,
***********************
Member Relations
AARP Services, ****
*******************************************************************
AARP Case ID: ********
Customer Answer
Date: 03/21/2024
This is pretty sad. I cannot make up the dates, times and names of people that I have spoken with and that I furnished to you. I have received two phone calls from ***** and called him back three times. As far as contacting my bank there was no problem. I used 4 different credit cards 4 different times. In addition I used one additional time my bank debit card. Now I got declined each and every time. To date I still use each of those cards with no problem at all.
This Is so sad how they treat people who use the service they promote for the past decade and dont stand behind it. I can say this I will no longer recommend AARP for anyone and I will tell everyone they do not stand behind the products they promote.
Initial Complaint
Date:02/20/2024
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.
My husband is retiring on October 1. His job provided the health insurance for our family. Me and my daughter will now need to find health insurance. I was online yesterday exploring my options. I searched the AARP website. My husband gets info from them all the time. Apparently they have my email and his cell phone number. Well AARP sells our informatin to outside companies which they should not do. As soon as I clicked onto their insurance information my husbands phone started ringing. He was at work and within a 4 hour span he received 100 phone calls. I am not exaggerating one bit. I am so furious. I trusted to get info from them and they had no right to sell our phone number out to every insurance carrier out there. They need to be told to stop. We have since put him on the do not call list and have blocked every call coming in that is not familiar. I will never deal with them. People need to know that they cannot be trusted and they are fraud
Business Response
Date: 02/28/2024
February 28, 2024

BBB of Metro ************* &
Eastern Pennsylvania (**************)
********************* 10th Floor
************* 20005-3404

Attn:BBB Representative

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

Dear BBB Representative:

This letter is in response to a recent complaint to the Better Business Bureau,filed by *********************************. The issue is regarding phone calls ********************* husband received from insurance companies after searching AARP website, concerns with AARP sharing personal information and not letting members know. This complaint has been referred to me for investigation and response.

AARPs privacy policy can be reviewed on our website at **********************************************************************************. For members who do not have access to the internet, the privacy policy is also listed in our Member Benefits Guide. AARP is committed to maintaining members trust by respecting and protecting their privacy. This Privacy Policy describes why and how we collect, use, share, and protect Personal Information (as defined below)collected from and about members, volunteers, donors, program participants, job applicants, and others both online and offline. It also explains members choices regarding how we share their Personal Information and communicate with members,how members can request access to and correction of your Personal Information,and other important considerations.

We apologize for the inconvenience Mr. and ******************* have experienced. Should you have any additional questions, please do not hesitate to contact me directly by calling ************.

Sincerely,
***********************
Member Relations
AARP Services, ****
********************************************************** *****
AARP Case ID: ********
Initial Complaint
Date:02/15/2024
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 requested money off of my policy that I have been paying on for years only for this company to tell me that my policy is only worth $800.00 and that is a lie and leads me to believe that this company is committing insurance fraud and keeping the consumer funds. I been paying on my policy with AARP over 10 years and recently requested money off my insurance policy for AARP to tell me they mailed the check out already and still no check and it has been way over 30 days. I also requested a copies of my policy for those copies to be sent to my lawyer and I have not received the copies or the check and I need to know why. As of recently a lot of these companies in ********* ** has been getting in trouble of embezzlement and AARP also needs to be investigated because what this company is doing to me is insurance fraud. If AARP is refusing to sent me the check I requested I will *** this company for discrimination as well as embezzlement. for lying to me and refusing to send me the documentation I requested. This is my second complaint against AARP and they still have not fixed the is*** or followed their policies or guidelines and that is a major problem. which is why this disgusting behavior from this company continues.
Business Response
Date: 02/28/2024
February 28, 2024

BBB of Metro ************* &
Eastern Pennsylvania (**************)
********************* 10th Floor
************* 20005-3404

Attn:BBB Representative

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

Dear BBB Representative:

This letter is in response to a recent complaint to the Better Business Bureau,filed by *********************************. The issue is regarding a request for funds from ******************* life insurance policy through ******** Life. This complaint has been referred to me for investigation and response.

Please be advised that AARP contracts with providers to make products and services available to
AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a
complaint such as the one that you forwarded, AARP will forward the complaint to the
appropriate provider for feedback, research and/or response. Since AARP is not the service provider, we unfortunately cannot access ******************** records with New Yor Life to address her concerns. To assist, we forwarded the complaint on behalf of ******************* to ******** Lifes Escalations Team to have a thorough review and investigation completed.

New York Life has advised that they have explained to ******************** that the full coverage in the amount of $8,500 is for the beneficiaries for when she passes away. New York Life has also explained why the member was only receiving the amount of a loan that she requested.The loan was reprocessed on February 22, 2024 for $727.93, which is the amount of her cash value.

We apologize for the inconvenience ******************** has experienced. Should you have any
additional questions, please do not hesitate to contact me directly by calling ************.

Sincerely,
***********************
Member Relations
AARP Services, ****
**********************
************* *****
AARP Case ID: ********

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