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

215 total complaints in the last 3 years.
84 complaints closed in the last 12 months.

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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:02/16/2023
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.
Was told by AARP in an email they will do your tax but when AARP, employee, contacted taxpayer by telephone he stated they or he will not do your tax, and that we don't do tax's. and gave taxpayer a wedsite to use for the tax's, went to the site did the paperwork, after trying to do the state, the site was hack, and was told to remove password, AARP stated this was a good and safe website to use, all taxpayers information, S.S. Number as well was provided taxpayers tax's has been done may time by AARP in the pass, taxpayer read aan email from AARP that stated they will do your tax's, AARP employee want to see that email and ask if could fax it to him did not, this can not be over look, and need to be investigated,
Business Response
Date: 03/20/2023
March 20, 2023

BBB of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005
Re: ***********************-#********

Dear Dispute Resolution Team:

We are writing regarding the complaint of *********************** that was filed with your office on February 27, 2023, and transferred to our office for handling. The complaint seems to entail ************** recent experience regarding tax assistance from AARP Foundation Tax-Aide (Tax-Aide), a federal VITA program administered by AARPs 501(c)(3) affiliate. We have reviewed his concern and welcome the opportunity to resolve this matter.
After researching ************* complaint, it was discovered that he requested tax assistance originally on 2/1/23 through virtual coaching using ********* Alternative Tax Preparation Program. Due to the masking settings configured on his web browser or device IP address, on 2/15/23 he received an automated message suggesting, someone had accessed his account from another unfamiliar computer. To AARPs knowledge, this was not happening, but rather a result of the masking settings not recognizing the device directly accessing the platform. That message was autogenerated from the ********* (tax preparation software) platform itself, which led him to believe a scam was afoot. He reached out to AARP Foundation Tax-Aide to complain, and we have been in contact with ************** on several occasions to attempt a resolution. Because the technical issues originate with his device, rather than the platform itself,AARP Foundations suggested solution in 2/22/23 conversation was that he arrange an in-person or drop-off appointment near his home address. ************** stated his strong preference for preparation over the phone, but the Tax-Aide volunteers mobilized and equipped to respond in his area have been unsuccessful in three separate attempts to reach him.
Further,AARP has concluded that ************** is unable to complete his tax return for free using the online ********* Alternative Tax Preparation without changes to his browser or I.P address settings.

Critically, the error message is caused by stringent browser settings on the members computer or the utilization of a VPN or incognito mode. In essence, the TaxSlayer system cant identify the computer accessing the platform. AARP Foundation has also continued efforts to assist ************** in locating a tax site in Ohio that will prepare his taxes in-person or via drop-off. However, ************** remains uninterested in these options to date.
AARP Foundation certainly understands how the lack of access can be frustrating to ************** and stands ready to continue assisting him in locating resources that will help him finalize his tax returns.
Again, we would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.

Sincerely,

****************************
Sr. Ombudsman Analyst
Customer Answer
Date: 03/22/2023
[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: Taxpayer wants to thank you for your responce, to this matter, forst lets be clear taxpayer by email contacted AARP, an email later was forwarded to taxpayer, stating AARP will be contating Taxpayer by email with a six digit number, a few days later the email was forwarded, and a request for a telephone call to taxpayer was requested, AARP called Taxpayer, and was told to on to the site, for TaxAide, it did not go to ******* it went to *********, the hold application was completed, until the Ohio section was to be done, at that point taxpayer try to complete the Ohio return but could not at that point, the site shut down, and an email was sent to taxpayer email stating your account has been accessed from an unrecognized device, first of all AARP, states there site is ******* but when you go that sie it take you to *********, whidh is not AARP's site, you can not go to AARP's ******* site, so it takes you to *********, site, keep in mind at this point you have put your hold life history out there for one to review, AARP say nothing about that, taxpayer complain to *********, AARP, adout this and they believe its taxpayer computer, again keep in mid it was working find before going to ********* site, who has history of hacking into others accounts, stated by the Federal Trade Commission , as well Internal Revenue Srevice, AARP should of know this to be the case but steal represent, *********, site who does that, as stated in first complaint five AARP's try unsuccessfully to get taxpayer email to work, it was not taxpayer's computer, just the eamil section that was hack by *********, site, AARP site *******,will not work and heres the reason why?,AARP can say what they want but hears the facts, IRS Publication 5462:fact sheet fy 2022 ********* software ordering guidance for SPEC parters (2022),deadline to place software for Tax Year 2022 is midnight, january 31, 2023, spec territory offices must ensure all software order are saved and confirmed in SPECTRM BY THE January 31th deadline, PRO DESKTOP,, PRO PRO ONLINE users, the RM must verify the email address for the contact associated with the site order, ********* will use the email address to send software activation links to all online users,

For FY 2023 Desktop orders can be placed for sites that have connectivity issues, "*********" Pro Desktop is in last year of its 2-year reduction plan, only sites that have connectivity issues (e.g.rural arear that have unreliable Wi-Fi and cell coverage will be allowed to order TY2022and beyond Desktop product, your RM must verify the contact name /email address associated with the order this will ensure you receive the proper emails to download the software,

NOTE "AARP" FOUND ATION TAX-AIDE ARE NOT PERMITTED TO ORDER DESTOP SOFTWARE , IF LOCAL TAX-AIDE SITES HAVE QUESTIONS ON THIS RULE THEY SHOULD SPEAK TO THEIR RESPECTIVE STATE COORDINATOR

AARP KNEW OR SHOULD OF KNOWN THIS TO BE THE CASE AND STEAL ARE TRYING TO GET TAXPAYERS TO USE THESE SITE, KNOWING THEY DON'T WORK, THATS WHAT HAPPEN WITH TAXPAYER TAX RETURN IT WAS HACK, YOU CANSAY WHAT YOU WANT EVEN WHEN TAXPAYER WENT TO AN IN STORE SITE THEY HAD NO EQUIPMENT TO DO YOUR TAX'S THEY CARRY THEM OFF SITE THE PROBLEM YOU HAVE TO ASK IS HOW DID THE TTAXS GET DONE AND WHO DID THEM, THE BOTTOM LINE THIS THAT ALL TAXPAYERS INFORMATION IS OUT THERE FOR ALL TO USE? aarp DON'T CARE ABOUT THAT, NO, BUT TAXPAYER DO AS ALL OTHER TAXPAYERS SHOULD WITH THERE PERSONAL INFORMATION .....
Regards,

**********************
Initial Complaint
Date:02/05/2023
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.
On November 14, 2022, I had a flat tire on my way to work. I called for a tow truck and a provider was contacted. I checked my phone for the providers information only to find that the tow had been cancelled. I called back and was told that the provider did not cover the area and another had been contacted. That provider also cancelled because I was on an the turnpike and they could not service me. I was told to call 911 and tell the State Police what had happened and they would assist me. I called them and was informed that the tow company could tow me as it was not the turnpike but they would send a tow truck and trooper. That tow cost me $176 for one mile. Since I could only get towed to the nearest service station and not to the repair shop I needed, I had to have the spare cut off my vehicle and put on at that shop. That was an additional $50. I called the next day to find out how to be reimbursed and sent the receipts right away. I spoke to someone who said my paperwork had not been received and transferred me to someone else, only to be cut off. I called back and spoke to someone who also said that you had not received my paperwork and I could send it through email. When I went to the mailbox I found a check from AARP Roadside. It was for only $130. The amount I submitted for was $226. I called back and was told that a complaint would be filled and I could expect an answer in 10-14 days. There are so many things here that don't make sense to me. Why didn't anyone call to tell me that my original tow was cancelled? How do your customer service reps not know what's going on with a claim? Two different people told me that my paperwork had never been received when a refund had actually been issued. What kind of roadside assistance company doesn't know what roads they can access? If they had, I would not have had to pay for anything. I expect to be fully reimbursed since this was all a failure on their end.
Business Response
Date: 02/22/2023
February 22, 2023

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

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

Dear BBB Representative:

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

We are sorry to learn that ************ tow service that was scheduled ended up being cancelled and the status of her refund request. 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 ******** Roadside Assistance, we forwarded her complaint to ******** Roadside Assistance for investigation and response. ******** will be contacting her directly to advise the outcome of this matter.

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

Sincerely,
***********************
Member Relations
AARP Services, Inc.
620 F Street NW
Washington, DC 20004
ASI Case ID: ********
Initial Complaint
Date:01/30/2023
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.
I purchased a $100 carnival gift card Thursday Jan 26th, 2023 on their website after paying to become a member. The giftcard cost me $90. It states within 24 hours the giftcard will be emailed to you. After 24 hours of not receiving it I chatted with them on their website asking for help. I was told they had technical difficulties and would send it to someone to work on it. Then I get an email from ******, who needed to verify my information. I gave it to her and she said my card would be emailed, and this was Friday. I get nothing all weekend. Monday I chat again, still technical issues, I have to wait 3 days. I call them, and I am told it's now being sent to a supervisor. I ask for a refund on my membership because I'm not okay with this. A supervisor says shes refunding my membership and when I ask for confirmation or an email receipt they cannot do that. I ask when I will have my gift card since she's a supervisor and she cannot help me because it was sent to another supervisor and then told me 5 days. NOT 3 like I was told, not 24 hours like I was told. Now an additional 5 days. It's already been 5 days. I would like my money back with confirmation for the membership AND giftcard or I would like the giftcard.
Business Response
Date: 02/07/2023
February 7,2023

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

            Re:      Complaint #********
*************************
                        *********************************** **
          Philadelphia, PA *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding ******************** claim that she did not receive a link to the $100 ******** Cruise gift card she purchased through AARP Rewards within the expected 24-hour timeframe. We have investigated her concern and welcome the opportunity to resolve this matter.

**************** joined AARP on January 20, 2023 with a $12 payment for a one-year term. On that date, she also enrolled in the AARP Rewards program. She purchased a $100 ******** Cruise gift card for the discounted price of $90 through the AARP Rewards program on January 26.

AARP Rewards states that the initial purchase transaction encountered a technical issue. Unfortunately, due to this issue, the gift card link was not transmitted to *************** until January 30. This technical issue has since been addressed.

The gift card in **. ******* possession can still be used for the purposes of booking ******** Cruises as well as for on-board expenses and ******** Cruise excursions.

**************** cancelled her AARP membership on January 30 and a $12 refund was processed back to the credit card on file.

If **************** has any other questions or comments, she can contact 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]
Initial Complaint
Date:01/18/2023
Type:Order 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 keeps sending marketing materials to my brother using my address. I wrote them two letters stating my brother passed away almost 3 years ago and these materials are upsetting me greatly. They still keep sending materials. I told them this is a form of harassment. Can they be sued for harassment OR can I file a complaint with the federal gov't OR can they be arrested for criminal harassment? Every time I get these materials, I mourn for my brother all over again. I AM SICK OF IT!!!!! I need to get a letter of apology from them, but more importantly, I need them to quit sending me any more materials or correspondence. AARP is truly a scourge on America, and someone needs to put them out of business like the Attorney General!!!!!!
Business Response
Date: 02/02/2023
February 2,2023

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

Re: Complaint #********
***** *******
**** ************* **
Ashland City, TN *****

To The Dispute Resolution Team:

We are in receipt of your letter regarding ***** *******’s claim that he continues to receive AARP mailings at his address for his late brother despite his requests for them to stop. We have investigated his concern and welcome the opportunity to resolve this matter.

***** ******* was a valued AARP member for several years. His most recent renewal payment was for $45 for a 3-year term made on April 26, 2019. This extended his AARP membership to the end of July 2024. The last address posted to his membership file was the address cited above. This change of address was made on February 26, 2017.

We do not have any record on his profile asking for a cancellation of this membership or reporting his passing. We extend our belated condolences to *** *******.

I have cancelled the membership and processed a full refund in the amount of $45. *** ******* will receive this refund in the form of a check within three weeks.

As some of our mailings and those of our affiliated service providers, including the publications *** ******* provided in his complaint, are prepared ahead of their distribution date, it may take up to 12 weeks for this cancellation request to filter through our database and those of our service providers. We appreciate *** *******’s patience.

If *** ******* has any questions or concerns, or should he receive any mailings after April 27, 2023, 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,

Bruce B******
Consumer Care Ombudsman
[email protected]
Customer Answer
Date: 02/22/2023
[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.
--------- Forwarded message ---------
From: <*************@*******.***>
Date: Sat, Feb 18, 2023 at 11:23 PM
Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>

I would say that I am satisfied with AARP's response. However, I never want to receive any more materials from them WHATSOEVER!

Regards,

***** *******
Customer Answer
Date: 04/23/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 18835984

I am rejecting this response because:

I have written several letters to AARP demanding they STOP sending me letters. I have told them, and told them, and told them that I do not want to get any more correspondence from them. They STILL KEEP SENDING ME LETTERS!!!!!!!!!!!!!! Is there anything I can do about this? I consider this a form of harassment! Would you ask AG ***************************** if he would file charges against them? Please let me know what I can do about this???? I am at my wit's end with this sorry leftist company. You tell them I am prepared to take legal action against them if they do this anymore!!!!!

Regards,

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

Business Response
Date: 04/24/2024
April 24, 2024

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

Re: Complaint #********
*************************
1008 Lockertsville Rd
**********************

To The Dispute Resolution Team:

We are in receipt of your letter regarding ******************* rebuttal that he continues to receive AARP mailings at his address despite his requests for them to stop. We have investigated his concern and welcome the opportunity to resolve this matter.

Our answer dated February 12 of last year concerned the address ********************************************. The attachments provided with Mr.******** rebuttal have an address of ********************************* which was not previously provided.

I have suppressed this alternate address from receiving mailings from AARP and our affiliated service providers. As some of our mailings and those of our affiliated service providers 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. We appreciate Mr. ******** patience.

If ***************** has any questions or concerns, or should he receive any mailings to this alternate address after July 17, 2024, 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 **************************************** 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,

*************************
************* Ombudsman
***************************************

Customer Answer
Date: 05/13/2024
Thank you BBB for taking care of this matter. If AARP stops sending me letters, then I am done. If not, I will litigate.
Initial Complaint
Date:01/15/2023
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.
I was sent an offer to join AARP and submit an order for $16 for a suitcase set. I joined. But I’ve NEVER received the suitcase set.
Business Response
Date: 02/06/2023
February 6,2023

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

            Re:      Complaint #********
*******************
                             **** ************
          Chesapeake Bay Beach, MD *****


To the Dispute Resolution Team:

We are in receipt of your letter regarding ***** ***** claim that she has yet to receive the luggage organizer premium offered on her AARP membership enrollment. We have investigated her concern and welcome the opportunity to resolve this matter.

************ enrolled in AARP on August 9, 2022 with a payment of $16 for a 1-year term. A 3-piece travel organizer was offered as an enrollment incentive. This premium item was ordered on the same date and shipped, via USPS, on August 15, 2022. The USPS tracking number linked to the item (**********************) shows that the premium only made it as far as the Capitol Heights, MD post office on August 21, 2023, but no further.

I have processed a request for a replacement 3-piece travel organizer. As a token of our good faith, we will be sending the premium via ******* ******* and ************ should have it within a few days from this response.

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
[email protected]
Initial Complaint
Date:01/13/2023
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.
There are two issues here. The first is that I have been incorrectly billed by AARP to renew my membership. I have called multiple times to resolve this, but I only get passed around, dropped calls, unprofessional staff and disrespect. It is draconian. The second is that I took an AARP online drivers safety course, and I complete it. Yet the system, which broke down more than once, failed to issue me a completion certificate. I called three times to fix the problem and dealt with inattentive and not good people. They were not helpful. They were unprofessional. They dropped calls. This is absurd and I protest. This company has failed miserably.
Customer Answer
Date: 01/23/2023
--------- Forwarded message ---------
From: ******************** <********************>
Date: Sun, Jan 22, 2023 at 11:46 AM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>

As of yesterday, this matter has been successfully resolved directly with the business. Can this been noted? Thank you.
Initial Complaint
Date:01/11/2023
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.
I purchased an electronic gift card for ******** cruise on Sunday, January 9th. After not receiving the gift within 24 hours, I contacted customer service. Representative said the card should have been received within 24 hours and she put a request to rush the delivery of the gift card. After 48 hours, I contacted again, was told they could do nothing about it and they had already requested the rush. After 72 hours I contacted again and was told there was nothing they could do. I asked to cancel the order and receive a refund and they ad used they could not do that either. This time the representative told me that E Gift cards take 5 days for delivery, despite all previous employees stating maximum of 24 hours. Now my card has a $450 charge on it that I don’t know when I’ll be able to get refunded and I haven’t received the gift card in time to make my pre cruise purchase that can be made no later than midnight before the cruise starts. Customer service abd their ability to resolve issues is horrible. 5 days to receive an e gift card is absolutely unacceptable. I will be preaching strongly against AARP membership to anyone who will listen to me.
Business Response
Date: 02/02/2023
February 2,2023

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

            Re:      Complaint #********
***** ****
                        *** * *********** **
          Lake Helen, FL *****


To the Dispute Resolution Team:

We are in receipt of your letter regarding *********** claim that he did not receive a link to the $500 ******** Cruise gift card he purchased within the expected 24-hour timeframe. Additionally, he claimed that an AARP representative stated his membership fee could not be refunded. We have investigated his concerns and welcome the opportunity to resolve this matter.

************ joined AARP with a $12 payment for a one-year term on January 8, 2023.On that date, he also enrolled in the AARP Rewards program and purchased a $500 ******** Cruise gift card for the discounted price of $450.

AARP Rewards states that the initial purchase transaction encountered a technical issue. Unfortunately, due to this issue, the gift card link was not transmitted to *********** until January 11. This technical issue has since been addressed.

The gift card in **. ***** possession can still be used for the purposes of booking ******** Cruises as well as for on-board expenses and ******** Cruise excursions.

Should ************ no longer have use for the gift card, we will, upon reviewing the gift card link and at his request, provide a refund.

Lastly, our agent should have cancelled **. ***** AARP membership with refund upon request. We apologize for this oversight and have forwarded the issue to our Learning, Performance and Improvement team for coaching. If cancellation and refund is still his desire, he can contact 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
***************************************
Initial Complaint
Date:12/17/2022
Type:Delivery 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 subscription to aarp expires April 2023 I have received 4 notices that I should renew. This is very deceptive. Seniors rarely remember renewal dates These notices imply you need to renew now. This is fraud and must be stopped! please AARP that is wrong and the practice should not be continued.AAAP of all should not be defrauding sweniors
Customer Answer
Date: 01/02/2023
Renewal notices months before actual renewal date is deceptive .AARP is misleading
subscribers(especially elderly) into belief they musyt renew. This practice must stop.
Business Response
Date: 02/09/2023
February 9,2023

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

Re: Complaint #********
**** ******
**** ** **** **
Fort Lauderdale, FL *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding **** ******’s claim that he receives multiple membership renewal solicitations. We have investigated his concern and welcome the opportunity to resolve this matter.

*** ****** has been a valued AARP member for 34 years.

AARP provides members the opportunity to customize their communications preferences with the organization. Some members prefer to receive early renewal notifications, some containing incentive/discounted membership fees or premiums. Others prefer to receive few notifications.

On *** ******’s behalf, I have arranged for his account to receive few notifications. Under this process, he will receive one notice via USPS about 30 days before expiration; one notice via email (if he is opted-in to receive email from AARP); and one notice about 30 days post-expiration, if his account should lapse.

As some mailings are prepared ahead of their distribution date, he should allow 6 weeks for this request to fully filter through our databases. We appreciate his patience and understanding.

It should be noted that it is AARP policy to refund membership fees to those who join or renew in error. Additionally, when an account receives more than two advance payments, a refund is automatically generated for the member.

If Mr. Nugent 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,

Bruce B******
Consumer Care Ombudsman
[email protected]
Initial Complaint
Date:12/05/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I spent two hours on the computer with AARP today trying to resolve an issue with one of the rewards programs. I had four different reps that I chatted with and none of them were able to help nor did they seem to know how to navigate the rewards program holiday hunt or their computer site, though that it is their jobs. They are suppose to be giving directions to help people, and they did quite the opposite. They kept repeating the same things over to me even though I told them I had already done that again and again, one of them suggesting I wasn't doing it correctly even though I was told to do just that. As a result, I ended up losing one of the rewards because it took to long to get there, the other two, they weren't able to help me assess at all. This is not acceptable business practice for such an organization. This is not the first time I've experienced computer issues with them,but it is the longest time I've had to be on the phone with the with no successful results and my losing rewards.
Business Response
Date: 12/28/2022
December 28,2022

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

Re: Complaint ********
*********************
**** ****************** #*
Ft. Collins, CO *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding **** ******’s complaint that she received poor customer service from our representatives and that she lost out on potential AARP Rewards as a result. We have investigated this matter and welcome the opportunity to respond.

*** ****** has been a valued member of AARP for five years. There is nothing connected to her membership profile showing a customer service exchange on or around 12/19/22. However, I exchanged voice mails with her on 12/6/22 and 12/7/22 respectively. At that time, she was having an issue accessing the reward associated with the “Holiday Hunt” game on the AARP.org Rewards site. When she left me a message on 12/7/22 she told me everything had been resolved and that the site was working correctly.

To that end, given the nature of this complaint, I called her today at ###-###-#### in order to address her concerns accurately. During our call she said that the AARP Rewards site is working correctly, her ****** is syncing properly, and she is earning the maximum number of points each day.

I informed her that I was following up with her related to this complaint, to which she said she considers the issue to be resolved. I encouraged her to contact me directly for additional assistance as needed. She said she would do so and thanked me for following up on the matter.

If she has any further questions or concerns, *** ****** 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 ###-###-####.

We apologize for any frustration this matter has caused 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,

Justin
Consumer Care Ombudsman
Customer Answer
Date: 01/04/2023
[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:11/30/2022
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 a paid member of AARP and I have been unable to use my onine AARP rewards account to redeem points that I have earned. Ive been having technical issues with my rewards account since mid-September. There has been no fix. It was said that this was escalated to a designated team or engineer, but no one has provided me with any information. They continue to give me the runaround, hang up or just repeat the same "someone will contact you in 3-5 days" over and over again for months.In the meantime, I will be losing points as they expire without the chance of redeeming them as other paid subscribers have the opportunity to do. This is not acceptable. It has been reported that the issue started with ************** redemption in September. It was also fixed for a short period for one member before reverting to the same error message after site maintenance was done in November. This should be enough for IT to go on in finding a solution. I hope they fix the account so it is functioning properly.
Business Response
Date: 12/20/2022
December 19,2022

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

            Re:      Complaint # ********
                        ***********************
** *************** **** **
Dracut, MA *****

To The Dispute Resolution Team:

We are in receipt of your letter regarding *********************’s claim that she continues to have technical issues with her AARP Rewards account. We have investigated her concern and welcome the opportunity to resolve this matter.

Our records indicate that ************ called the AARP contact center on October 12,2022, and at that time, a case was escalated to the AARP Consumer Care Ombudsman Team for further investigation.

Prior to *********’s call to the contact center, the AARP Rewards team became aware of an issue that was impacting the users ability to redeem points which started September 9, 2022. The AARP Rewards team took the necessary steps to troubleshoot the error that same day, but unfortunately the fix did not completely resolve the issue. The Rewards team attempted multiple fixes in October and November. At the end of November, the Rewards team was able to identify the root cause of the problem with the AARP development team and deployed a permanent fix on December 2, 2022. We apologize for any frustration this delay may have caused *************

On December 13, 2022, a member of the AARP Consumer Care Ombudsman Team emailed *** **** that her issue had been resolved, confirmed an AARP Rewards point redemption from *** **** and sent her a $25 ********** to thank her for her patience.

Should *** **** continue to experience technical difficulties with AARP Rewards, she may call me directly at ###-###-####, and it would be my pleasure to assist her further. If more convenient, she may send an email to my attention through the following email address, [email protected], or mail it to the following address: AARP, Consumer Care Ombudsman, 601 E Street, Washington, DC 20049.

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

Sincerely,

Lauren A******
Consumer Care Ombudsman
Customer Answer
Date: 12/21/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

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

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