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

  30 N 3rd St Ste 750 Harrisburg, PA 17101-1712

• 

  AARP

  1650 Market St Ste 675 Philadelphia, PA 19103-7340

• 

  AARP

  707 E Main St Ste 910 Richmond, VA 23219

• 

  AARP

  3750 NW 87th Ave STE 650 Doral, FL 33178

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:01/08/2023

  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 have written to AARP about the shamefaced lies they tell potential members. I have written to AARP requesting a complete refund of all monies that they received from me. I write to AARP about the barefaced lie of the type and kind of free luggage you promised to send me. I wrote to AARP advising that you remove my name and address from all your mailing lists and the mailing lists of any of your colleagues or cooperatives. Today I received another email from AARP requesting that I, an 88-year-old man, promise a monetary donation in return for a gift that I neither want nor wish to receive from AARP. All to no avail. By this email, I am asking that Better Business Bureau initiate a project to investigate your egregious behavior. I want this done to protect all older Americans from this abhorrent behavior abusing veterans and non-veterans alike. I also request that my $20 joining fee be returned but will forgo that request if action is taken to curtail and stop AARP, an organization that once had an outstanding reputation.

  Business Response

  Date: 01/20/2023

  January 18, 2023
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:      Complaint # ********
                          *****************************
  **** ************* Unit *
  Lincoln, NE *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ******************************* claim that he requested a refund for his membership payment as well as removal of his personal information from our database. We have investigated his concern and welcome the opportunity to resolve this matter.
  
  ******************* joined AARP online for $12.00 on August 31, 2022 using a credit card. Our records indicate that ******************** called the AARP contact center on September 8, 2022, inquiring about free luggage he was offered with his membership and had not received.  The agent clarified with him he was sent a four-piece luggage organizer for joining, and confirmed delivery of the premium from the **** website on August 22 at 10:40 AM to *******, ********.  ******************** told the agent he was disappointed in his membership and wanted to cancel with a refund.  The agent asked ******************** if he was certain he wanted to cancel, and ******************** decided to continue his membership with AARP. Our database shows no further communications from *******************.
  
  As of January 18, 2023, we have cancelled ********************** membership with a full $12.00 refund that will go back to his **** card ending in ****.   We have also suppressed all targeted mailings (those specifically sent to ******************** at his address) from AARP and our affiliated service providers from the following address:
  
  **** ********* UNIT *
  Lincoln, NE *****
  
  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.
  
  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 **** 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.
  
  If ******************** continues to receive additional mailings after April 12, 2023, he may call me directly at **************, and it would be my pleasure to assist him further.  We ask that he please have the specific mailing available, as each notice has specific codes that will aid in their identification. If more convenient, he 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,
  
  ***************************
  Consumer Care Ombudsman
  

• Initial Complaint

  Date:01/04/2023

  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 the AARP (****** **********) ******** Advantage Plan 2 and it has a $70.00 Over the Counter benefit. You can purchase vitamins, items for antacid or bowels, medical items like thermometers, blood pressure wrist, bandages, poise pads and etc you can get with this $70 allowance. We have called AARP about 3 times in last couple days because we have tried to get items and the card wont scan. They keep telling us we should be able to use it, but it won't work. We have tried twice at ******* in past 2 days and then I went to ********* and its the same thing, (It won't scan). They are sending out faulty cards or something, because they told us in both places that they have had numerous people having the same problem. We thought this insurance would be simple but its done nothing but caused headaches. My wife has the same plan and her card won't scan either. I was able to get my medicine filled with the pharmacist, but they have a number to call to fill prescriptions.

  Business Response

  Date: 01/24/2023

  January 24, 2023
  
  BBB of Metro Washington DC &
  Eastern Pennsylvania (Washington, DC)
  1411 K St, NW 10thFloor
  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 ***************** over the counter *****. 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 ***************** over the counter *****, we forwarded his complaint to UnitedHealthcare for investigation and response.
  
  UnitedHealthcare has advised that ************** has been sent a new ***** on 01/14/2023 as part of the batch correction of cards sent earlier with an error in the bar code.  
  
  We truly apologize for any frustration *********************** experienced. Should he have any additional questions or concerns to bring to my attention after hearing from UnitedHealthcare, 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: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,
  
  ***********************
  

• Initial Complaint

  Date:11/23/2022

  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.

  I received a strange letter from AARP telling me congrats on my new insurance and that I have been accepted. Strange, because I was accepted three years ago with my Requested Term Life. So I called and the first was a Automation agent and this auto agent requested information to verify myself. Then sent me to real agent who then asked me to verify myself. then transferred me to another real agent. Then this agent (female) asked me to verify myself again! I was then told because I asked for proof of who requested ADD insurance because I have no real insurance ADD from AARP. I told the agent I already have $100,000. thru my bank. This agent told me I did. So I said mail me proof of this and Cancel this ADD ?Insurance only. I said I throw all those solicitations in the TRASH because I already have ADD insurance thru my Bank. getting tired of these mailing too I told and agent to stop Soliciting me but stated she cannot stop this solicitations. She said she needed to verify me first because she would need to transfer me ...again! Stated she to needs to transfer me because she cannot Cancel my insurance. I said that fine but I am getting very tired of "Being Verified" as I have been verified three times already. Once thru the automation, once thru the first person(male), Once thru you the woman I have been speaking too. She stated she will note all my information in the notes and that all verification will be noted and I will not need to verify anymore. I told her "Are you just saying this or is this true"! She stated that it is true, I will not be verified again and that all my information is placed into the "NOTES" and the next person will see this and not harass me to verify. I then get transferred to another woman who just wants to argue with me. I said, when she requested I verify my information I told her to "read the notes" twice, she still insists me too verify and I state "If you continue to argue with me about my verification and that I already gave you my "Base Certificate Number" I will just use the Better Business bureau to settle this, just cancel this Policy that I do not recall requesting. She started to argue about me not verifying again and I stated again I will use the Better Business Bureau If you "DO NOT Cancel this Policy" and send proof...my verification information is already placed in "YOUR NOTES"! She harasses/ insists again I verify...so I said good bye and hang up! Not gonna stand here and argue with this woman. So here am I placing arbitration thru the BBB. I also told the first woman to place me on "Do not Solicit" as they continue to shove this type of stuff down my throat once a month!

  Business Response

  Date: 12/14/2022

  December 14, 2022
  
  BBB of Metro  Washington DC &
  Eastern Pennsylvania (Washington, DC)
  1411 K St, NW 10th Floor
  Washington, DC 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 letter sent by *** *********Life Insurance congratulating member on enrolling in a plan. The member is stating that they didn't enroll into this plan. 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 the records with *** **** **** to address ****************** concerns. To assist, we forwarded the complaint on behalf of **************** to ******** Lifes Escalations Team to have a thorough review and investigation completed. *** **** **** Escalations Team will be reaching out to **************** to provide a resolution.
  
  We apologize for the inconvenience **************** has experienced. Should you have any additional questions, please do not hesitate to contact me directly by calling *************.
  
  Sincerely,
  
  Thelma G********
  Member Relations
  AARP Services, Inc. 
  620 F St, NW 
  Washington, DC 20004 
  AARP Case ID: ********

  Customer Answer

  Date: 12/16/2022

  ---------- Forwarded message ---------
  From: ********************* <*************************>
  Date: Fri, Dec 16, 2022 at 12:13 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]>
  

  
  

  The Company has fixed the issue without communication to the BBB or to me. They must have received the BBB complaint because why else would they be correcting the issue. My original Term insurance is still inforce and the Accidental insurance is cancelled and the monies refunded.

  Thank you BBB

  -*************************

• Initial Complaint

  Date:11/22/2022

  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 sent a check for $65.00 it cleared June 22/2021 for 5 yes for AARP. They already cashed the check with no problem but I never got the cards or the check I called several times about this and I decided to cancel in September/October waiting for the check. I called today 11/22/22 about not getting the check. I wanted to speak with a supervisor and was told since I'm not a member anymore I can't talk to anyone. It's been over 9 weeks since I cancelled my membership with AARP. They can't help me and was very nasty with me about this.

  Business Response

  Date: 12/16/2022

  December 16,2022
  
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
              Re:      Complaint #******
                          ********* ***********************, **.
  **** **********************/Lot ***
                          Mission, TX *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ******************************* claim that he had not received his AARP membership cards when he renewed and, upon the subsequent cancellation of his membership, had not received his refund check. We have investigated his concern and welcome the opportunity to respond.
  
  **************** has been a valued AARP member for 9 years. On June 22, 2022, he renewed his AARP membership for five years with a check payment of $63. This membership came with a premium item of a 5-port charging hub. At that time, his membership cards and premium item were ordered. **** tracking #********************** for the premium item shows it as delivered to the front desk, reception area or mail room at 9:35AM on July 7, 2022.
  
  **************** called our contact center on July 28, 2022 and stated that he had not received his membership cards and premium item. Replacements for both were re-ordered and **** tracking #********************** for the premium item shows it as delivered to the front desk, reception area,or mail room at 10:39AM on August 11, 2022.
  
  On August 10, 2022, **************** called again and another premium item (a tote bag). **** tracking #********************** shows it as delivered to the front desk, reception area or mail room at 9:31AM on August 25, 2022.
  
  All these shipments were made to the address above (and on his complaint).
  
  On September 13, 2022, **************** called our contact center,cancelled his membership, and asked for a refund. The refund was processed and approved on September 15, 2022 and the check was sent to the above address.
  
  Upon receipt of his complaint, our research with AARP Treasury revealed that the check dated September 15, 2022 had not been cashed.A stop has been put on that check.
  
  I made multiple phone calls to ****************, leaving my direct line for assistance (see contact information, below). We can re-issue a check;however, since we have third-party confirmation of multiple items arriving at **************** mail destination, I wanted to confirm with him that this is the best address at which to receive his refund check.
  
  **************** should contact call me directly at **************, and it would be my pleasure to assist him further. I am available Monday-Friday from 8AM-4PM CT.
  
  If more convenient, he may send an email to my attention at: ***************************************
  or mail to the following address: AARP, Ombudsman Team, ***************** Washington, DC  *****. 
  
  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: 01/18/2023

  [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:

  I paid for 5 years with AARP. I never got the cards. I cancelled with AARP to send me refund still waiting for the check. I've called several times and since I. Not a member anymore I can't talk to anyone and they hung up on me.

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

  Business Response

  Date: 01/18/2023

  January 18,
  2023
  
  BBB of Metro
  Washington, DC and Eastern PA
  1411 K
  Street, NW 10th Floor
  Washington,
  DC 20005
  
              Re:      Complaint #******
                          ********* ***** ******* **.
  **** * ********** ******* */Lot ***
                          Mission,
  TX *****
  
  To The Dispute
  Resolution Team:
  
  We are in receipt of
  your letter regarding ********* ******’ rejection of our response dated
  December 16, 2022, stating that he never received a $63 refund for his five-year
  AARP membership renewal. We have investigated his concern and welcome the
  opportunity to respond.
  
  As previously stated,
  we made several attempts to call *** ****** to confirm his address, as AARP
  membership cards, AARP premiums and his $63 refund check had been sent to the
  address we have on file (and shown above). Our voicemail messages as well as
  our initial response to his Better Business Bureau complaint contained my
  direct contact information.
  
  I spoke with *** ******
  on January 9 at approximately 12:40PM PT. He had inverted a few numbers in my
  direct line and had not been calling me or anyone at AARP. He reached me
  through our main contact center phone number. *** ****** stated that he had
  never received the December 16th response from the Better Business Bureau.
  
  We reviewed his record
  and he asked that we send the re-issued $63 refund check to his mother-in-law’s
  address, nearby. The request for the refund check was sent for processing that
  day and the check was released on January 13, 2023. If he has not already
  received the refund at his mother-in-law’s address, he should shortly. He does
  have my correct phone number should he have any further questions.
  
  *** ****** can
  contact me directly at (**** ********. I am available Monday-Friday from
  8AM-4PM CT.
  
  If more
  convenient, he may send an email to my attention at: [email protected]
  or mail to
  the following address: AARP, 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:11/16/2022

  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.

  aarp keeps harassing me at my home with unrequested solicitations by mail and they will not stop, even though i asked to never be contacted. please remove my name and address from ALL Of your computer systems! do not give my personal information to other companies either. i never signed up for this, never requested this, and i do not know how you obtained my personal info but i'm pissed! do not call me. if you need any further info, only contact me by email!

  Business Response

  Date: 12/07/2022

  December 7,2022
  
  BBB of Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC  20005-3404
  
  Re:      Complaint ********
  *************************
  **** **************
  Dundalk, MD *****
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding *************************** complaint that he is receiving unwanted mailings from AARP and our affiliated service providers. We have investigated this matter and welcome the opportunity to respond.   
  
  I researched our database using the address, email and phone number provided in ****************** complaint, and was not able to locate any record for him. I have suppressed ***************** address from receiving future invitations to join AARP, as well as from receiving other targeted mailings from AARP and our affiliated service providers. The invitations to join may take up to six weeks to stop entirely, and the targeted mailings may take up to 12 weeks to stop entirely, as some mailings are prepared ahead of their distribution date.
  
  Should *************** receive invitations to join AARP after January 18, 2023 or targeted mailings from AARP or an AARP service provider after March 1, 2023, I encourage him to contact me via the email address or phone number below so that I can look into the matter further on his behalf.
  
  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. 
  
  If he 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, he can call me directly at ###-###-####.
  

  We apologize for any frustration this matter has caused him.
  
  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
  [email protected]

• Initial Complaint

  Date:11/15/2022

  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.

  AARP now requires a 2-step verification to log-in. For 2-step verification AARP requires: * Data Plan Messaging only, a $200 to $300 or more additional cost per year. A cost I cannot afford. * No email option, * No SMS text option, * No voice phone option. This is discriminatory, and Up-Sells data plans. Messaging is not available in basic phone plans. I have searched the AARP site and find no way of directly contacting them unless of course I am logged in which of course I cannot do because I cannot afford a Data Plan like many other retired and disabled persons.

  Business Response

  Date: 11/30/2022

  November 30, 2022
  
  BBB of Metro Washington, DC and Eastern PA
  1411 K Street, NW 10th Floor
  Washington, DC 20005
  
                 Re: Complaint ID  ********
  L P *****************************
              **** ****************
  Cincinnati, OH *****
  
  To The Dispute Resolution Team:
  
  We are in receipt of your letter regarding ********************* concern regarding AARPs requirement for two-factor authentication in order to log in to our website,www.aarp.org.  We have investigated his concerns and welcome the opportunity to resolve this matter.
  
  ********************* wrote to our AARP Chatbot on September 24, 2022 intending to get assistance with logging into AARP.org. The chat agent who assisted ********************* provided him with a contact phone number in an attempt to assist him further. We see no further communication from ********************** and we apologize for any frustration this may have caused him.
  
  As of November 30, 2022, we have contacted our technical team and have successfully added the phone number, ************** to **. *********'s account, matching to his email, *********************** If ********************** needs to reset his password or change his personal information, the system will require him to confirm identification via two factor authentication.
  
  Two factor authentication is optional as a consumer has to opt in to enable two-factor authentication. If a consumer does opt in, two-factor authentication is required to validate their identity and can be done through SMS text message or phone call voice options. At this time, AARPs security protocols require all consumers who opt in to phone verify using a US phone number. VOIP and other voice verification methods are not supported, as they have been shown to be vulnerable to identity fraud.
  
  We are committed to providing a safe and secure method for all our members.
  If ********************** should have other issues with AARPs two-factor authentication process, 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 it to the following address: AARP, Consumer 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: 12/05/2022

  [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 need to follow the instructions in this resolution before judging it is satisfactory to me. 
  
  

  I cannot right now but will attempt login in the next couple of days per your instructions.  I will use the email address you have provided to inform you of problems or success

  Thank you.
  

  Regards,
  
  L P *****************************
  

• Initial Complaint

  Date:11/05/2022

  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 am member number *********-* and have been a member since 2014. It seems that it is AARP's practice to send out multiple billings for the same time period. For example, my membership expires in April but I just received in November yet another request for payment. There is no mention on the renewal statement as to when my membership expires. I typically receive 4 or more of these in a year. I am sure that many elderly people would become confused when they see a similar bill and write AARP another check. I consider this predatory marketing. If it isn't stopped I will be cancelling my membership.

  Business Response

  Date: 11/18/2022

  November 18,2022
  
  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 November 14, 2022 and transferred to our office for handling. The complaint is involved Ms. ******** concern about receiving multiple renewal notices for her membership. We have investigated his concern and welcome the opportunity to resolve this matter.
  
  AARP makes every effort to comply with stop solicitation requests. Our records reflect that ****************** has been a loyal member for 8 years under account #*********. Our system also indicates that the membership is due to expire April/2023 at the same address (PO Box *****, Fairbanks, AK  *****) listed in her complaint. Furthermore, it confirms the complainants last payment of $15 for a 1-year renewal term on April 22, 2022.
  AARP provides members the opportunity to control their communications. Under standard protocol, AARP sends a series of renewal notices as early as 6 months prior to the members expiration date providing members the option to renew at a time that is convenient for them and to offer our Early Bird Discount membership rates. AARPs policy is to refund membership fees to members who renew in error. Additionally, when an account receives more than two advance payments, a refund is automatically generated for the member. We apologize for any frustration these renewal notices may have caused.

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

  As of today, November 18, 2022. I have updated **. ******** membership account so that she will now only receive one renewal notice a few weeks prior to the expiration date at the address (PO Box *****, Fairbanks, AK *****) listed on the complaint. A 30-day post renewal notice will be generated only if we do not receive a response to the initial renewal notice.  We ask that you please allow 6 weeks for this change to be effective. 
  
  If ***************** has any further questions, she can email me at: [email protected] or write me at the following address:  AARP Consumer Care Ombudsman Team-A9-135G, 601 E Street, NW Washington, DC 20049.
  
  Again, we would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
  
  Sincerely,
  
  Angelo ** B***********
  Senior Ombudsman Analyst
  Consumer Care