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

  118 N. Main St Concord, NH 03301

• 

  AARP

  2200 Drake Ave SW Huntsville, AL 35805

• 

  AARP Mississippi

  141 Township Ave Ste 302 Ridgeland, MS 39157

• 

  AARP North Carolina

  5511 Capital Center Dr STE 400 Raleigh, NC 27606

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:04/26/2023

  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.

  In a phrase: I cannot stomach hard sales. I've never liked them, I never will. When a company sends you two notices in a row about not having renewed - when in fact you have (as of April 11, 2023) - and furthermore has bugged you about renewing your membership even three months before it expires, while I can say that there is no wrongdoing involved I can also say that this is a business I do not want to be doing business with. Not too enamored lately with ******** Cellular, either. Can't get through to them. You all are getting too big for your britches. I get too much stuff in the mail, too much clutter, and as a member I do not feel very important. Has the cyber world made us insensitive, impersonal, even bullyish? I did not sign on for that. Maybe my criticism ought better be aimed at how numbed we as a people - especially in business - have become since the advent of the computer. I doubt I'll renew my membership with AARP in 2024. Folks, you're not as "user friendly" as you claim to be. Please work on your PR skills - seriously.

  Business Response

  Date: 05/25/2023

  May 25,2022
  
  BBB of Metro Washington, DC, and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:  ******************************* # ********
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ************************ claim that she continues to receive numerous unwanted mailings from AARP. We have investigated her concern and welcome the opportunity to resolve this matter.
  
  Our records indicate ******************** has been a valued member of AARP for one year. She enrolled on May 26, 2022, and renewed her membership on April 17, 2023, for an additional year.
  
  AARP gives members the option to request how often they would like to receive mailings. On May 25, 2023, we added a suppression to **. ********* account in which she will only receive one renewal notice prior to her membership expiration date. We have also suppressed targeted mailings (those specifically sent to her at her address) from AARP, and our affiliated service providers at the following address:
  
  *** ******** ** **
  Albuquerque, NM *****
  
  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, and therefore, ******************** may still receive mailings from our service providers in that time frame.
  
  If ******************** continues to receive additional mailings after August 17, 2023, she may call me directly at **************, and it would be my pleasure to assist her further. We ask that she please have the specific mailing available, as each notice has specific codes that will aid in their identification. If more convenient, she may send an email to my attention through the following email address, [email protected].
  
  In addition to targeted mailings, AARP also distributes generic promotional pieces as part of AARPs overall membership acquisition program. These pieces are neither addressed to nor targeted to a particular person or household. They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular USPS mail or inserted inside a subscription newspaper or catalog. Since these are mass generic inserts, we cannot control who receives them or whether the recipient lives in a 50+ household.
  
  We also understand **. ********* frustration with ******** Cellular and have forwarded her concerns to our colleagues at AARP services who manage the relationship with them.
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  ***************************
  Consumer Care Ombudsman
  

• Initial Complaint

  Date:04/22/2023

  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.

  My almost 100 year old mother is a member of AARP. When I ask her about the benefits, she cant tell me of any benefits. She paid her renewal in November 2022, yet she receives a renewal almost every month. The frequency of letters and the style of the letters is aggressive, fear-raising, and predatory in my opinion. The heart of the matter is that my Mother literally said to me not to do anything because she doesn't want me to get her in trouble with AARP because that's where she saw her **************** plan advertised. It breaks my heart to see my mother and seniors taking a vantage of like that. I also feel angry. Thank you.

  Business Response

  Date: 05/17/2023

  May 17, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005

              Re:     Complaint #********
  ********************* (for *****************************
                          **** ***********
                          Fort Wayne, IN *****
                         
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding ********************* request that her mother no longer receive solicitations from AARP. We have investigated her concern and welcome the opportunity to resolve this matter.
  
  ***************************** (****************** mother) has been a valued AARP member for 36 years.
  
  AARP provides members the opportunity to control their communication preferences. As per her request, I have suppressed all mailings from AARP and our affiliated service providers sent to ***************************** at the above address.
  
  As some of the mailings are prepared ahead of their distribution dates, it may take up to twelve weeks for this request to filter through our database and those of our service providers. Should ****************** receive any targeted solicitations after August 9, 2023, ********************* should feel free to contact me via phone, email, or mail (see contact details, below).
  
  I will be sending ****************** some additional information via her email address: *************************/.
  
  If ***************** has any questions or concerns, she may call me directly at *************, and it would be my pleasure to assist him further. If more convenient, she may send an email to **************************************** or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC  20049. 

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

  Customer Answer

  Date: 05/20/2023

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

• Initial Complaint

  Date:04/06/2023

  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.

  I signed up for membership and information was sent to my home for my ex-wife not me.

  Business Response

  Date: 05/04/2023

  May 4, 2023
  
  BBB of Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC  20005-3404
  
  Re:      Complaint ********
  *** ****
  *** **** ****** *******
  Madison, AL *****
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding *** ****’s complaint that he signed up for an AARP membership and that information pertaining to the AARP membership was mailed to his ex-wife at his address, rather than to *** **** himself. We have investigated this matter and welcome the opportunity to respond.
  
  I called *** **** at ###-###-#### per his complaint to gain a better understanding of the events. *** **** informed me that his ex-wife’s name is, “***** ****.” I was able to identify an AARP membership under her name and determined *** ****’s $30 check was applied to that membership, rather than starting a new one for him, which was his intention. I also learned that *** **** was listed as a Secondary Member on that membership until February 16, 2023, which was the result of *** **** contacting AARP to have his name removed from the account and to cancel it. Though he was removed from the account, he was not able to cancel it, as he was the Secondary Member.
  
  Additionally, a $30 refund check was issued on February 16, 2023, to: ***** ****, *** **** ****** *******, Madison, AL *****, as she was the Primary Member on the account. I have verified with my colleagues in AARP Treasury that that check has not been cashed and asked them to put a stop payment on it. I have manually ordered a $30 refund check payable to: *** ****, *** **** ****** *******, Madison, AL *****, which he will receive within four weeks.
  
  Finally, I have blocked ***** **** from receiving future mailings from AARP and our affiliated partners at *** ****’s mailing address. It may take up to 12 weeks for those mailings to stop entirely, in order to ensure that any already in progress are completed.
  
  If he has any further questions or concerns, *** **** can email any correspondence to my attention at [email protected], or mail to: AARP Consumer Care Ombudsman Team, # A9-135, 601 E Street, NW, Washington, DC  20049. Additionally, he can call me directly 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,
  
  ****** ***************
  Consumer Care Ombudsman
  [email protected]

• Initial Complaint

  Date:03/30/2023

  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 removed $63 from my debit account. I was unaware that they would take the money, as I was rejoining and thought it would be $12. This date of transaction was February 6, 2023. I have called several times. They said it was refunded. As of yet, I have not received the refund. I have also double checked with my bank. The last time I called, about 2 weeks ago, they said someone would get back to me via email within 3 days. I have heard nothing and still no refund. I have also requested that they cancel the membership.

  Business Response

  Date: 04/17/2023

  April 17, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:      Complaint # ********
                          ***************************
  *******************************
  Brewster, MA *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ******************** claim that she has not yet received her a $63 refund which she requested on February 6, 2023. We have investigated her concern and welcome the opportunity to resolve this matter.
  
  ******************* renewed her AARP membership online on February 5th, and our system charged her $12 for a one-year membership, as well as $63 for a five-year membership. On the same day, ******************** reached out via our AARP Chatbot to cancel the $63 payment. However, the chatbot could not assist her and let her know an agent would be able to better assist her during our regular business hours.
  
  On February 6, ******************** sent a text message to our call center, asking that both the $12 and $63 payments be refunded. At that time, our representative appropriately refunded the $12 and $63 charges, stating that it would take 1-2 paper billing cycles for the refund to show on **. ********* account.
  
  On February 21, ******************** contacted the AARP Chatbot again, stating she would like her refund processed immediately. She followed up with two phone calls --one on March 14th and one on April 7th. While the $12 refund had successfully processed, there was a technical issue with the $63 refund. An escalated case was created by the agent on March 14th.Unfortunately, due to a system backlog, it was not addressed in a timely fashion.
  
  The technical issue was resolved and the $63 refund was successfully processed April 17th. ******************** should see the refund reflected on her credit card within the next seven business days.
  
  We apologize for this oversight and thank ******************** for her patience and understanding.
  
  If ******************** does not receive her refund or needs additional assistance, she may call me directly at **************, and it would be my pleasure to assist her further. If more convenient, she may send an email to my attention through the following email address, **************************************** or mail it to the following address: AARP, Consumer Care Ombudsman, 601 E Street, Washington, DC  20049. 

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

• Initial Complaint

  Date:03/27/2023

  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 AARP membership will be up ( they say end of April ) I think around May 12. I called to make sure it will not be RENEWED, and I get NO MORE Mail, Email, Text or Phone calls, from this company. I spoke to an agent on 3/27/2023 around 8:30am, She did not seam to be sure of anything I ask her. So I ask to speak to a supervisor, after being on hold for 15 minutes I was discounted. So I felt this would be the best way to get there attention and have proof that I contacted them. I should have 2 different emails on file. *******@ **************@

  Business Response

  Date: 04/10/2023

  April 10, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005

  
              Re:      Complaint #********
  ***********************
                               **** * ********** #***
                           Denver, CO *****
                         
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding ****************** request that he no longer receive solicitations from AARP. We have investigated his concern and welcome the opportunity to resolve this matter.
  
  **************** has been a valued AARP member for 9 years.
  
  His AARP membership expires at the end of this month. I reviewed his call to our contact center on March 27, 2023. The AARP representative cancelled the Auto-Renew feature on his membership and insured that his name at his address were suppressed from receiving targeted solicitations from AARP and our affiliated service providers (those addressed to a specific individual at a specific address).
  
  As some of the mailings are prepared ahead of their distribution dates, it may take up to twelve weeks for this request to filter through our database and those of our service providers. Should **************** receive any targeted solicitations after June 19, 2023, he should feel free to contact me via phone, email or mail (see contact details, below).
  
  **. ******* email address, ************************* was previously showing as “Pending Global Opt-in” in our database. This means that it was never confirmed by ****************. The status was changed to “Globally Opted-Out” today. **************** may have received an email that showed his address as active (temporarily) the change was processed. His email address ***************** was Globally Opted Out on 3/27/2023.
  
  If **************** has any questions or concerns, he may call me directly at **************, and it would be my pleasure to assist him further. If more convenient, he may send an email to  [email protected], or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC  20049.  
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  *************************
  Consumer Care Ombudsman
  [email protected] us why here...

  Customer Answer

  Date: 04/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  
  I am still getting email from this company to call them is just a waste of my time because nobody listens to the consumer.
  

• Initial Complaint

  Date:03/20/2023

  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.

  I have requested that this business stop all communications with me multiple times every which way humanly possible even filing an ethics complaint and I have told them to stop selling my personal information. They pray on the vulnerable and make you jump through hoops in a never ending cycle. Today 3/20/23 the ethics board forwarded me an email that was sent to the executive board at AARP telling them to cease and desist and remove my information from the AARP databases, within minutes I received an email from AARP " thanking me for updating my home address so I continue to get there mailings" I cant make thix up and feel like I am in the twilight zone!! I want the AARP scam of a business to leave me alone. I DONT want anything to do with AARP or any of its affiliates.

  Business Response

  Date: 04/13/2023

  April 13,2023
  
  BBB of Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC  20005-3404
  
  Re:      Complaint ********
  *******************
  **************************************************************************
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding ********************* complaint that she continues to receive unwanted mailings from AARP and our affiliated partners. We have investigated this matter and welcome the opportunity to respond.   
  
  ************** submitted a Delete Request on January 24,2023 via the Your Privacy Choices option available on each page of our website, aarp.org. We processed and completed her request on January 25, 2023,per our correspondence with her. However, due to the lead times required by vendors, affiliates, and Member Benefit Providers to fulfill mailing campaigns, it may take up to 12 weeks for mailings from AARP and our affiliated partners to stop entirely. The mailing she received on March 18th from The ********,a Member Benefit Provider, was just such a campaign. Due to the 12-week standard lead time, ************** may continue to receive mailings through April 19, 2023 (12 weeks from the completion of her Delete Request).
  
  In addition to the complaint she filed with the Better Business Bureau, ************** also filed a complaint with the *** Center for ***************** on March 20, 2023. Due to our previous processing of her Delete Request referenced above, we had to create a new record for her when researching that complaint, since we no longer had any record of her in our database. Unfortunately, this action inadvertently resulted in the email being sent to her regarding her profile being updated, which she referenced in her complaint as follows: within minutes I received an email from AARP thanking me for updating my home address so I continue to get there mailings. We can confirm that the record created to research **************** request has also been deleted.
  
  If she has any further questions or concerns, she can email any correspondence to my attention at [email protected] or mail to: AARP Consumer Care Ombudsman Team, # A9-135, 601 E Street, NW, Washington, DC  20049. Additionally, she can call me directly 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,
  
  ******************************************
  Consumer Care Ombudsman
  ***************************************
  

  Customer Answer

  Date: 04/16/2023

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

  Customer Answer

  Date: 05/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  

  AARP continues to send me unauthorized mail even after they promised that I wouldn't receive such mailings AFTER April 19th 2023 and AFTER I filed an ethics complaint, AFTER the ethics board warned them to STOP selling my information , After removing myself directly from the AARP website, AFTER I spoke to numerous AARP representatives including "Bruce" via email telling AARP to CEASE and DESIST, AFTER I removed myself from the stupid AARP PDP in favor of a conservative provider.. and After all this AARPs affiliates at Hartford Auto still are sending me mail... AARP is a SCAM!!! They DONT hold up to their end of the resolution bargain that they promised by removing my name from the endless affiliates they SOLD my information to without MY CONSENT... I will attach the mail I will be receiving tomorrow 5/1/23 from an AARP affiliate that is showing up on my USPS dashboard. Please Please Please HELP me get rid of these predators at AARP and TELL them to ABIDE by both the ethics board and the promises they made of NOT sending me junk mail. This is the definition of insanity.

  Regards,
  
  
  
  **** *****
  

  Business Response

  Date: 05/31/2023

  May 31, 2023
  
  BBB of Metro
  Washington DC and Eastern Pennsylvania
  1411 K St.
  NW, 10th Floor
  Washington,
  DC  20005-3404
  
  Re:
       Complaint ********
  **** *****
  *** ******** ****** **
  Torrington, CT *****
  
  To the
  Dispute Resolution Team:
  
  We are in
  receipt of your letter regarding **** *****’s rejection of our response to complaint
  ********, due to her ongoing issue related to mailings from AARP. We have
  investigated this matter and welcome the opportunity to respond.
  
  Upon
  receiving *** *****’s latest correspondence regarding receiving additional mail
  from AARP, we investigated the matter and found that a coding error was
  responsible for her name and mailing address not being removed from the mailing
  list. We corrected the error and sent the updated suppression file to our
  service providers on May 23, 2023. *** ***** should not receive any more mail
  from AARP beyond August 15, 2023, though we anticipate the end date to be sooner.
  
  If
  she has any further questions or concerns, she can email any correspondence to
  my attention at [email protected], or mail to: AARP Consumer Care Ombudsman Team, #
  A9-135, 601 E Street, NW, Washington, DC 
  20049. Additionally, she can call me directly 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,
  
  ****** ***************
  Consumer
  Care Ombudsman
  [email protected]

• Initial Complaint

  Date:03/04/2023

  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.

  AARP has partnered with ******** to provide roadside assistance to clients for a monthly & annual fee. Ive been trying to get a tow truck for 7 straight hours. After being told my membership doesn’t exist, I have to pay still for the service, the employees end the live chats in the middle of conversations, they lie directly to you, they understand little to no English when on the phone, the read from a script which cannot provide the answers to my issues, they faked their tow truck tracker, the tow truck driver was unaware he was even picking up my vehicle, my tow was cancelled more than once, the last tow truck drivers tracker was completely wrong along with his ETA, he was more than another hour away, I’ve been stuck with my vehicle with no help for 7 straight hours. I am paying over $12 annually to AARP for a membership and $12-$16 monthly for the AARP ******** roadside assistance. I want an immediate refund of my membership, a very sincere apology, and proper compensation for my lost time of 7 hours. Extremely unprofessional of a business to have zero accountability. Not even a single phone number could help me. To think thousands of Americans will be experiencing the same I have proper belief this needs to be investigated accordingly. This is serious. This is fraud. This is a scam. You’re worth millions of dollars yet you’re still stealing from the consumer who matters the most. I will be in contact with my attorney.

  Business Response

  Date: 03/23/2023

  March 23, 2023
  
  BBB of Metro Washington DC &
  Eastern Pennsylvania (Washington, DC)
  1411 K St, NW 10th Floor
  Washington, DC 20005-3404
  
  Re:***********************
  ID: ***********
  
  Dear BBB Representative:
  
  This is a response to a recent complaint to the Better Business Bureau, filed by ***********************. The issue is regarding the service experience with AARP Roadside Assistance provided by Allstate. 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 ********, we forwarded her complaint to ******** for investigation and response.
  
  Pre Allstate, they noticed that the first service *************** requested was via the mobile app with a callback of **************.Unfortunately, the service provider that was assigned to the request was unable to contact **************** at this phone number, and for that reason, they canceled the service. On the other hand, Allstate noticed that the rescue agent that was assigned to secure a new service provider for **************** did not follow their correct procedures to secure a service provider for ****************. They noticed that the second provider assigned to the service did not follow the correct procedure to assist **************** with his request. ******** called **************** twice to provide him with their findings and the resolution of the case; however, **************** used abusive language and terminated the interactions. Please be aware that Allstate is willing to reimburse **************** up to his benefit limit if he secured a provider on his own on the day of service needed.
  
  We truly apologize for any frustration *********************** experienced. Should he have any additional questions, he can respond directly to this complaint or call me at ************.Should you have any additional questions, please do not hesitate to contact me.
  
  Sincerely,
  ***********************
  Member Relations
  AARP Services, Inc.
  601 E St NW
  Washington, DC 20004
  ASI Case ID: ********

• Initial Complaint

  Date:03/01/2023

  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.

  Asking my 80 year old dad for donations even after Ive asked them to stop many times. Im forwarded to an extention trying to sell healthcare devices and save on prescriptions. They're more agressive each time with asking for money to political campaigns regarding ** and ********  Between $10-$100 or more is what they ask. They disregard over the past year my asking to be removed. And offering eldery related "gifts" to join their membership.

  Business Response

  Date: 03/16/2023

  March 16,2023
  
  
  BBB of Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC  20005-3404

  Re:      Complaint ********
  *******************
  *****************************
  Belleville, IL *****
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding **************** complaint that AARP Foundation (Foundation)continues to send her 80-year-old father requests for donations. We have investigated this matter and welcome the opportunity to respond.   
  
  I handled a case related to this matter on February 2, 2022. When researching that case, I called ************ to address her concerns. She informed me as to the nature of her complaint and requested that all mailings from Foundation cease. I worked with my colleagues in Foundation to complete her request, and her fathers profile was updated accordingly.
  
  Since receiving this BBB complaint, I have confirmed with my colleagues in Foundation that *********** was removed from their database on February 3, 2023. It can take up to ************************************ order for any mailings already in progress to be completed. To that end, ************ may still receive mail from Foundation until March 20, 2023. I encourage ************ to contact me directly if ************ continues to receive unwanted mailings beyond this date so that I can further research the matter on his behalf.
  
  If she has any further questions or concerns, she can email any correspondence to my attention at [email protected], or mail to: Consumer Care Ombudsman, AARP, 601 E Street, NW, Washington, DC  20049.  Additionally, she can call me directly 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,
  
  ******************************************
  Consumer Care Ombudsman
  ***************************************

  Customer Answer

  Date: 03/19/2023

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

• Initial Complaint

  Date:02/20/2023

  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.

  I tried repeatedly to cancel my membership to AARP after agreeing to a discounted trial in 2020. It didn’t offer me anything I wasn’t already getting in my *** membership (plus that had free car towing) plus they sent me so much unwanted snailmail it was a nuisance and the AARP seemed environmentally irresponsible. So I reached out to cancel them before it could renew for the next year. The customer service rep hung up on me as soon as they found out I wanted to cancel. Attempts to cancel via the web did not work. I’ve called over a dozen times—always the same result. In 2022 they finally let me cancel by phone but claimed they had just charged my auto-renewal an hour before and so it would take a few weeks to refund it in full. They refunded me .26 cents. This is unacceptable. All phone calls to try to get the full refund still result in me being hung up on and/or the rep saying they are not supposed to allow members to cancel. Sadly I have heard this from other former members. I request the full refund from the auto-renew in Fall 2022 as I never agreed to it. And I hope that to truly make this right they will refund 2021 as well. They should know they are harming their reputation by using their phone service to pressure members to stay and to make it very hard to cancel membership. And have I warned everyone I know to avoid AARP—and they tell me they’ve heard this from so many people. It’s sad bc my parents generation liked them.

  Business Response

  Date: 03/03/2023

  March 3, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:      Complaint #********
  *********************************
                               **** ***************/Unit ***
              Carpinteria, CA *****
                         
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding *************************** claim that she was unable to cancel her AARP membership and receive an appropriate refund, despite attempting to do so several times. We have investigated her concern and welcome the opportunity to resolve this matter.
  
  ****************** enrolled in AARP on September 28, 2020, with a discounted payment of $12 for a 1-year membership. This discounted membership placed her account on Auto-Renew, where her membership would be automatically renewed annually on September 1 of each successive year. Members are sent a courtesy reminder about 90 days before their membership automatically renews.
  
  *** ******** membership auto-renewed on September 1, 2021. On May 24, 2022, she contacted AARPs ChatBot an automated membership information service asking to arrange that she no longer receive her AARP publications through the mail. As this is a process currently handled by live agents, she received an automated message that no live agents were currently available and was provided the business hours for live chat. There is no further communication linked to her AARP membership profile until two phone calls on September 1, 2022.
  
  On that date she received notification from her financial institution that she had been charged the $16 for the annual auto-renew and called to cancel her membership. I have reviewed the two phone calls from that day. The first call only lasts 35 seconds. ****************** started to describe her wish to cancel her membership and her reasons for doing so and the call ended. It doesn't appear that this disconnect was initiated by the agent or ******************. It might have been a technical issue.
  
  ****************** made a return call that day. While the agent canceled her account, he did not follow prescribed procedures for Auto-Renew cancellation. In **. ******** instance, her ****** account had been charged $16, but the charge had not yet posted to her AARP membership account. When the agent cancelled her membership, the action resulted in a refund of $.28 the remainder on her account as of that day (Sept 1).
  
  On September 2,the $16 charge posted to her account and renewed her account for another year. Our agent neglected to check whether this most recent charge had posted to her account. We regret this oversight and have sent this issue to our colleagues in our Learning, Performance and Improvement division for agent coaching.
  
  Our apologies to *******************
  
  As of today, I have refunded the $16 charge from September 1, 2022. She should see that reflected on her PayPal account shortly.
  
  If ****************** has any questions or concerns, she may call me directly at **************, and it would be my pleasure to assist her further. If more convenient, she may send an email to **************************************** or mail to the following address: AARP, Consumer Care Ombudsman Team, 601 E Street, Washington, DC  20049.  
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  *************************
  Consumer Care Ombudsman
  ***************************************
  Tell us why here...

• Initial Complaint

  Date:02/17/2023

  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.

  I am an AARP member and there is no process available for turning off the auto-renewal and cancelling account.You must write them a letter. I should not have to write them a personal letter to cancel, I have internet access and access to my account there.I insist they cancel my account.This needs to be investigated on their cancellation policy.Please cancel my account immediately.

  Business Response

  Date: 02/28/2023

  ******** *******
  
  *** ** ***** ************** *** ******* **
  **** *********** **** *****
  ************** *****
  
              ***      ********* * ********
                          *******************************
  **** ********************
  ******* ** *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding *********************** claim that he was unable to cancel his automatic renewal subscription without writing AARP a letter as well as cancel his membership account. We have investigated his concern and welcome the opportunity to resolve this matter.
  
  ********************* joined AARP online for $20.00 on November 15, 2021, using ******. Our records indicate that ********************** requested to be opted out of communications on November 23, 2021, and at that time, we removed his mailing and email addresses from receiving any communications from AARP and our affiliated service providers. Our database shows no further contact from **********************.
  
  Members of AARP can cancel their automatic renewal subscription any time through AARP.org, or by calling our toll-free telephone number, ************.
  
  Mr.Coverdills automatic renewal subscription was cancelled on April 14, 2022. As of February 28, 2023, we have cancelled Mr. ********** membership account with a full $20 refund being returned to his ****** account. The refund will appear on his account within the next 3-5 business days.
  
  If ********************** needs additional assistance, he may call me directly at **************, and it would be my pleasure to assist him further. If more convenient, he may send an email to my attention through the following email address, **************************************** or mail it to the following address: AARP,Consumer Care Ombudsman, **************************************  *****. 
  
  We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  ***************************
  Consumer Care Ombudsman

  Customer Answer

  Date: 02/28/2023

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