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 has 43 locations, listed below.

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• 

  AARP

  601 E St NW Washington, DC 20049-0001

• 

  AARP

  500 S Bethlehem Pike Ft Washington, PA 19034-2109

• 

  AARP

  707 E Main St Ste 910 Richmond, VA 23219

• 

  American Association of Retired Persons

  2323 S. Shepherd, Ste. 1100 Houston, TX 77019

• 

  AARP Arkansas

  1701 Centerview Dr STE 205 Little Rock, AR 72211

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:10/19/2022

  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.

  AARP ******** Advantage will not cover a prescription ordered by two different specialists specifically for my condition. They have also failed to provide me with a written explanation for the denial despite repeated requests. None of my calls are returned. Since AARP's name appears on my membership card and the plan is called" AARP Advantage" I consider them the responsible party. Their customer service is horrible and it is very hard to understand the overseas representative whose first language is not English. They also lie. I was repeatedly told that the Doctors did not submit the proper paperwork... not true. Both Doctors provided evidence that they did submit the paperwork. When confronted they changed the story to a non-medical person deciding that my condition did not warrant this drug. Also a lie as it was prescribed by two different specialists. I was contacted by someone at AARP via email but there was no followup and still no written explanation (weeks into this matter) which I need to present to ******** in my complaint. They are wrong and they know it. I believe that money that could be spent for medical care is being paid to AARP so they will market this horrible plan as being good for seniors when the reality is just the opposite. The AARP Advantage plans are poorly rated by such organizations as ** ****** and ******** *******. I plan to file a complaint with ******** since I don't believe AARP Advantage plans adhere to ******** guidelines. These plans are NOT a good substitute for ******** as AARP would have you believe.

  Business Response

  Date: 11/04/2022

  November 4, 2022
  
  BBB of Metro Washington DC &
  Eastern Pennsylvania (Washington, DC)
  1411 K St, NW 10th Floor
  Washington, DC 20005-3404
  
  Attn: BBB Representative
  
  Re: ***************************
  ID: ********
  
  Dear BBB Representative: This letter is in response to a recent complaint to the Better Business Bureau, filed by ***************************. The issue is regarding a denied claim through ****************. 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 Mr. ********* records with **************** to address his concerns. To assist, we forwarded the complaint on behalf of ******************* to ***************** Escalations Team to have a thorough review and investigation completed.
  
  ******************** claims that AARP Medicare Advantage will not cover a prescription ordered by two different specialists specifically for my condition. They have also failed to provide me with a written explanation for the denial despite repeated requests. No written explanation (weeks into this matter) which I need to present to Medicare in my complaint." According to ****************, an email was sent to the member on 10/03/2022. The email contained the denial letter for prior authorization ********. ***************** representative made the member aware that it would be sent through secure delivery.
  
  ******************** claims that "None of my calls are returned." According to ****************, the member was contacted on 10/03/2022 and a discussion of the denial was performed. Another attempt was made on 11/3/2022, however, a message was left for the member.
  
  ******************** claims that "I was repeatedly told that the Doctors did not submit the proper paperwork... not true. Both Doctors provided evidence that they did submit the paperwork."
  According to ****************, the provider submitted the paperwork for the ** request. **************** advised the member that due to the denial, the provider ***************************** can submit an appeal to provide any medical documentation that can possibly help in getting this decision overturned. The member declined.
  

  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. 
  601 E St. NW 
  Washington, DC 20004 
  AARP Case ID: ********

• Initial Complaint

  Date:10/18/2022

  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'VE CONSTANTLY CALLED AND ASKED TO BE REMOVED FROM ALL MAILINGS: MAGAZINES, OFFERS, BROCHURES BUT THEY KEEP SENDING ME HOARDS OF MATERIALS THAT I TOSS IN THE TRASH OUTSIDE THE POST OFFICE. PLEASE STOP SENDING ME ANY MAIL, I WILL NEVER, NEVER USE ANY OF YOUR SERVICES. IT'S TOO MUCH...TOO MUCH!!DO NOT SEND OR EMAIL ME ANY MORE PROMOTIONAL MATERIALS, BOOKS...STOP, STOP.IT'S MY LEGAL RIGHT NOT TO ACCEPT ANY OF YOUR MARKETING MATERIALS, MAGAZINES.NOW...STOP,STOP,STOP FOR THE 5TH TIME!!!!????????

  Business Response

  Date: 11/14/2022

  November 14,2022
  
  BBB of Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC; 20005-3404
  
  Re:      Complaint ********
  *************************
  ************************
  San Lorenzo, CA *****
  
  To the Dispute Resolution Team:
  
  We are in receipt of your letter regarding *******************’s complaint that she is receiving unwanted mailings from AARP and our affiliated service providers.  We have investigated this matter and welcome the opportunity to respond.   
  
  **************** joined AARP on May 19, 2022 with a 1-Year membership.  Her account is active through May 31, 2023.  In her complaint, **************** referenced having called multiple times to address this issue.  Upon researching her account, I found one inbound call from her, which was placed on September 10, 2022. 
  
  I listened to that call in its entirety and can confirm that **************** requested to have all mailings from AARP stopped.  Additionally, I can confirm that the agent who handled the call did indeed block all mailings from AARP and our affiliates to **************** on September 10, 2022. 

  Unfortunately, the agent did not provide a timeframe for ******************** mailings to cease. 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 affiliated service providers. Should **************** receive any mailings after December 3, 2022, she may contact me directly and I will be happy to investigate further. We request that she have the specific mailing handy, so we may reference identification codes on the mailer.
  
  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 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, he can call me at (562) 496-5216. 
  
  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 A********************
  Consumer **************
  [email protected]

  Customer Answer

  Date: 11/16/2022

  [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:PLEASE TELL AARP TO REMOVE MY ADDRESS FROM ALL OF THEIR MAILINGS. YOU'RE VIOLATING MY PRIVACY AND I DO NOT WANT YOUR MATERIALS. LEAVE ME ALONE!!!
  
  Regards,
  
  *************************