Business Profile

Associations

AARP

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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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:03/27/2025
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 has repeatedly refused to remove a fraudulent phone # from my account.They are dismissive, rude, invalidating, and they keep wasting my time.I have more details, but they will not fit here.
Customer Answer
Date: 03/27/2025
More Information...On 3/24/25, I logged into my AARP account, and checked my account information. There was a phone #, but I do not have one. Its also bizarrely stated that the phone # had been verified.
I have been trying to get AARP to stop discriminating against me for not having a phone, for decades.
I wondered if AARP had just put in their own phone #, to fill the slot; instead of leaving it blank
But when I did not reverse phone look up, on that phone #, it was not AARP.

I emailed AARPs customer care on 3/24/25, asking, Why is there a "verified" phone number on my account, that I have never seen before?
I obtained this email address, about a year ago; and they have repeatedly refused to honor it, ever since; mostly when I contact them about points that are missing from my account.

On 3/25/25 AARP offensively replied, by refusing to address my phone question at all.
Instead, I got an unhelpful, waste of my unpaid time, dismissive, invalidating, delay causing, frustrating response from AARP, as usual. They never resolve anything on my first contact, if at all.

Its impossible to verify a fraud, and AARP is committing a fraud against me, by claiming otherwise.
I take being defrauded, every seriously.

They wrote, Thank you for your email. Please visit *********************************** where you can find answers to your questions related to AARP, membership, member benefits, and all of our programs. We offer support from our service team via phone, chat, social media, and more.

But the reason that I contacted them, had nothing to do with a membership, member benefits, or any of their alleged programs.
Their FAQ section does Not have a, what to do if AARP puts a fraudulent phone # on my account section.
In addition, if they actually offered support via and more, why are they again denying me any support?
AARP is ceaseless antagonistic, and obstinate.
They keep abusing their power to harass me, to make me give up its bullying.

On 3/25/25 I replied to AARP, That does Not answer my question.
You are fully aware that your excuse for "help" does Not address the fraudulent phone # that you put on my account.
I do not consent to it being there.
Remove it.

On 3/26/25 AARP replied, Our dedicated AARP Rewards Specialists are ready to answer your questions and concerns about AARP Rewards.
If you have specific questions or concerns about AARP Rewards, please contact us at **************. If you prefer to chat, look for the icon in the bottom right corner of our web pages. Our hours are Monday through Friday, 8 a.m. 8 p.m. ET.

Clearly, my repeated contacts with AARPs worthless excuse for customer care, has nothing to do with rewards.
I understand that when a company is so utterly vile, that what they want to say to you is illegal, that they want it to be off the record; they do not want written proof of it.
Every time they refuse to address, my written communications, it causes me mental anguish, which they chose to compound, but constantly refusing to address anything that I write to them.
And the only dedication that they have shown, is harassing me with an oppositional defiance disorder, harassing response.
Business Response
Date: 04/10/2025
April 10, 2025

The Better Business Bureau of ******************* and
***************;
***************************************************;
**********, *******; 20005

Re: Ms. ***** *******, Case # ********

To the Dispute Resolution Team:

We are in receipt of your letter dated March 27, 2025 regarding ***** ******** claim that there was an unknown telephone number linked to her AARP membership account. We have investigated Ms. ********* complaint and welcome the opportunity to respond.

Our records show that Ms. ******* originally contacted AARP on March 2, 2025, to report an issue with missing AARP Rewards points. Our ************* Ombudsman team specialist assisted the member and was able to resolve the issue and notified the member. The member also inquired about a phone number attached to the membership and on March 3rd our representative advised Ms. ******* to reach our contact center and our website for additional assistance. She was notified on March 4th that the Rewards issue had been resolved.

The member contacted the same Ombudsman Team specialist on March 24th regarding the phone number. On both March 25th and March 26th, our specialist politely advised Ms. ******* via email to reach out to our AARP Rewards team directly and provided various contact channels for the member to get assistance on the telephone number inquiry since this was a new inquiry separate from the original missing points issue. There was no additional communication in our records from Ms. ******* after that time. As of April 10, there is no phone number associated with Ms. ******** membership.

If Ms. ******* should have any questions or additional concerns about her membership, she may contact me directly at **************, and I will be glad to assist her further. I also can be reached via email ********************************************************************?or mail at the following address: AARP ************* Ombudsman Team, *********************************************************************

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. We appreciate and value Mr. ******** 9 years of membership with AARP.

Sincerely,
***** ************************** AARP Ombudsman Team
*****************************************************************
Customer Answer
Date: 04/11/2025

Complaint: 23123553

BBB:

I do not accept AARPs response, for the following reasons:

It is a typical, misleading, abuse of power, gas lighting response from AARP.

I tell them and tell them, that I do not have a phone, and they keep telling me to call them, for assistance harassing bullies.

I ask them to remove the fraudulent phone # from my account, and they go off on a deliberate misleading tirade about points; which is Not what my BBB complaint is about.

Then they make more fraudulent claims, that I cannot address points and a phone in the same contact; of course I can I can even address 3 things at at time. Their inability to handle that, speaks volumes as to what I have been dealing with; as does the fact that they have refused to get back to me on this their response is solely for the BBBs benefit not mine.

On 3/24/25, at 5:36 PM, I contacted AARP, (at the very email address that they keep providing to me, and that they have provided yet again, in this alternate narrative response to the BBB), SOLELY about their phone fraud against me; points were not mentioned.
And as AARP even admitted, they contrarily told me Not to use their repeatedly provided email, but instead to go to their help menu.
Again and still, their help menu does not have a section addressing AARPs putting fraudulent information in my account.

AAPr has refused to explain how they claim to have verified a phone #, that is not mine.

AARP alleges that on the date that they contacted th BBB, that phone # is gone. But they have not admitted to removing it.

Sincerely,
***** *******
Initial Complaint
Date:03/26/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I never signed up for this insurance. I did have a United Healthcare Medicare Advantage plan a few years ago, but I cancelled that because I didn't like it. These bills and documentation began arriving while I was in the hospital with leukemia in October, and I have only now been able to write to you due to my health problems.
Business Response
Date: 04/03/2025
April 3, 2025

BBB of ******************* &
Eastern Pennsylvania (*********** **)
************************
*******************************************

Re: **** ******
ID: ********

Dear BBB Representative:

This is a response to a recent complaint to the Better Business Bureau, filed by **** ******. The issue is in regard to UnitedHealthcare. This complaint has been referred to me for investigation and response.
We are sorry to learn that **** ****** has been enrolled in a plan with UnitedHealthcare that she was unaware of. I have reached out to Ms. ****** three times to obtain additional information about her case, but Ive only been able to leave a voice message. In order to better assist Ms. ******* we will require additional information. At her convenience, she will need to provide the following:
- How was she notified that she was enrolled in a plan with UnitedHealthcare?
- Does she have the plan name and member identification number for this plan?
- What is the total amount in the bills she has received?
- ************** reached out to UnitedHealthcare about this?
- If so, what has UnitedHealthcare shared with her?

We apologize for the inconvenience and appreciate you informing us of **** ******* concern. We look forward to hearing from you soon. We truly apologize for any frustration **** ****** experienced. Should she have any additional questions, please do not hesitate to contact me directly by calling ************.

Sincerely,
****** *****
Member Relations
AARP Services, Inc.
****************************************************************
ASI Case ID: ********
Initial Complaint
Date:03/25/2025
Type:Product 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 ordered a membership in AARP when they offered a discount. It was $35 for I think 4 years. Anyway, My name is ******* L ***********. They sent me a card and it was to the wrong person, ******* J ***********, Junior, who I am NOT. I am not J. I am not Junior. I called and mentioned and they were going to fix it, but they haven't. They have not sent me a correct card, which I paid for, and they are sending me more advertisements to join. I feel that since I paid my $35 I should be a member and get the benefits. How can their be any other conclusions?******* J *********** Jr.'s membership number on the card is 357-329-539-5, and he is probably wondering about his membership too. I have already lost 3 months of benefits so they should send the card and extend it 3 additional months.
Business Response
Date: 03/25/2025
March 25,2025

BBB of ****************, ** and Eastern PA
**************************************************;
************** 20005

            Re:     Complaint # ********
   ******* L ***********
   *************
   **********, IL 60540

To the Dispute Resolution Team:

We are in receipt of your letter regarding ******* ************ claim that AARP has been sending membership information with an incorrect name (******* J ***********, ***** We have investigated his concern and welcome the opportunity to respond.

Mr. *********** joined AARP with a payment of $45/5-years on January 22, 2025.The printed AARP enrollment document that accompanied his payment had the name ******* J ***********, *** as the enrollee, and that is how his membership was originally issued.

On February 4, 2025, Mr. *********** called our contact center, and the agent updated his membership with the correct name. A new card should have been issued at that time. We regret that it was not. We offer our apologies for this oversight.

Mr. *********** has been a valid member since we first received his check, and he can continue to enjoy all the benefits of AARP membership. As a token of our appreciation for Mr. ************ patience and understanding we have:

Added a one-year gift term to his AARP membership. His membership will now expire at the end of January 2031.
Submitted a request that his new AARP membership card (reflecting this new expiration date) be sent to him via ****** He should receive it within the next three weeks.

If Mr. *********** has any other questions or concerns, he may call me directly at **************.If more convenient, he may send an email to **************************************** or mail to the following address:
AARP, Consumer Care 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 Team
*****************************************************************
Customer Answer
Date: 03/25/2025
[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 if it is carried out.

Regards,

******* ***********
Initial Complaint
Date:03/24/2025
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.
My daughter and I have an AARP account. On March 22 my daughter checked her bank account online. It showed a $20 hold for AARP renewal. My AARP is not due until 3/31, I checked. I received no notice of a pending renewal. AARP actually charged her account on 3/24/2025. That resulted in a $29 insufficient funds fee. This is predatory action by AARP. I get paid on the 30th. Had they taken the money when it was due my daughter would not have had an overdraft fee. I browsed the AARP website for over an hour, clicking every link to try to find a way to cancel my account- there is no way to do that online, you must call during business hours. This is also predatory. It is nearly impossible to find a phone number to talk with a person. I finally found a number and canceled my account and was told I would receive a refund in 5 days. For seniors on limited income, for AARP to hold and then take funds 9 full days before the balance is due is predatory, and with no notice.AARP is not here to help seniors, it is here to steal their money.
Business Response
Date: 04/07/2025
April 7, 2025

The Better Business Bureau of ***************************************;
**********************************;
**********, *******; 20005

Re: Ms. ******* ********, Case # ********

We are in receipt of your letter dated March 24, 2025, regarding ******* ******** claim that she was charged prematurely for the automatic renewal of her membership. We have investigated Ms. ********* issue and welcome the opportunity to respond.

Our records show that Ms. ******** contacted AARP on March 24, 2025, via phone, to report that there was a hold on her bank account for $20.00 and she was unhappy as she felt she was charged early for the automatic renewal of the membership. Per the automatic renewal agreement with which she enrolled on March 22, 2024, the member was charged $20.00 on March 22, 2025. Our records indicate an email reminder was sent to the member for the automatic renewal of the membership on February 10, 2025. The agent listened to the members concerns during the phone call on March 24, 2025, and refunded $25.98 ($20 annual fee plus the remainder on her account) to the credit card on file and cancelled the membership per the members request. The refund timeframe can vary depending on the members financial institution.

If Ms. ******** should have any questions or additional concerns, she may contact me directly at **************, and I will be glad to assist her further. I also can be reached via email ********************************************************************?or mail at the following address: AARP Consumer Care Ombudsman Team, *********************************************************************

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. We appreciated and valued Ms. ********* 19 years of membership with AARP.
Sincerely,
***** ************************** AARP Ombudsman Team
*****************************************************************
Initial Complaint
Date:03/22/2025
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 membership was paid for 5 years less than a year ago. Most of the time I try to use the app it does not work properly. When the app does work the features in the app do not work as intended. I am frustrated. I want my money back. Also when I try to login I can't see the letters they require for login. This is for elderly people and I can't use it.
Business Response
Date: 03/28/2025
March 28, 2025

The Better Business Bureau of ******************* and
**********
*****************************
*******************; 20005

            Re:Mr. ******* *****, Case # ********

To the Dispute Resolution Team:

We are in receipt of your letter dated March 22, 2025,regarding the complaint of ******* ***** that he was having various issues with the AARP Now app and with verification during the login process. We have investigated Mr. ***** complaint and welcome the opportunity to respond.

Our records show that Mr. ***** contacted AARP on three separate occasions via chat on February 9, March 13, and March 22, 2025. Our records indicate that Mr. ***** disconnected each chat before one of our agents was able to assist him.

After reviewing Mr. ***** account profile, there was a record of one unsuccessful login attempt due to invalid credentials on March 17, 2025. However, I cannot find any current issues with his membership profile and there are several recent successful AARP NOW app and ************************** logins through March 22nd, 2025.

If Mr. ***** should have any questions or additional concerns about his AARP NOW app or ************************** access, he may contact me directly at **************,and I will be glad to assist him further. I also can be reached via email at ***************************************************************** or mail at the following address: AARP Consumer Care Ombudsman Team, **************************************

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. We appreciate and value Mr. ***** five years of membership with AARP.
Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************

Customer Answer
Date: 03/29/2025
I am currently not able to provide the system with required three wavy letters they do not appear on my phone .I have researched this problem and several people have this problem .I am sure this can be resolved wit a simple reset on aarp tec support .thanks
Business Response
Date: 04/02/2025
April 2, 2025

The Better Business Bureau of ***************************************;
**********************************;
**********, *******; 20005

Re: Mr. ******* *****, Case # ********

To the Dispute Resolution Team:

We are in receipt of your letter dated April 1, 2025, regarding Mr. ***** claim that the three-letter verification code did not populate on his screen in order to log-in to **************************. We have investigated Mr. ***** issue and welcome the opportunity to respond.

After escalating Mr. ***** website verification issue to our technical support team, they advised that he should clear the browsers cache & cookies and restart his browser. He can also log out of the ************************** website, close the browser and reopen. This process will allow the three letters to be visible during the login verification process on our website.

If Mr. ***** should have any questions or additional concerns about his AARP NOW app or ************************** access, he may contact me directly at **************, and I will be glad to assist him further. I also can be reached via email ********************************************************************?or mail at the following address: AARP Consumer Care Ombudsman Team, *********************************************************************

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. We appreciate and value Mr. ***** five years of membership with AARP and apologize for the inconvenience this has caused.
Sincerely,
***** ************************** AARP Ombudsman Team
*****************************************************************
Customer Answer
Date: 04/04/2025
[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: 23102136

I am rejecting this response because:

I have already done this
This is alot to ask from your customers
suggest you correct your system
or
refund my money .
Regards,

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

Business Response
Date: 04/18/2025
April 18, 2025

The Better Business Bureau of ***************************************;
**********************************;
**********, *******; 20005

Re: Mr. ******* *****, Case # ********

To the Dispute Resolution Team:

We are in receipt of your letter dated April 10, 2025 regarding Mr. ***** response about the three-letter verification issue. We have further investigated the matter and welcome the opportunity to respond.

After reaching back out to our technical support team, they are currently still working on a permanent resolution regarding the verification issue. Our technical support team and I would like to set up a time and date to call Mr. ***** to gather additional information to provide a permanent solution regarding the matter. He may contact me directly at ************** or email me ******************************************************************** to let me know his availability to set up the phone call with our technical support team.

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. We appreciate and value Mr. ***** five years of membership with AARP and apologize for the inconvenience this has caused.
Sincerely,
***** ************************** AARP Ombudsman Team
*****************************************************************
Customer Answer
Date: 04/24/2025
[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:03/19/2025
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.
Trying to contact someone with AARP to discuss an issue I'm having andASSumed that they advocated for their members. I've been given questionable information by their service ***** I have asked specific questions that they refused to answer and I was told I was being rude. And one of the **** even decided I needed to hear a run down of the benefits I have, not the reason for my call. Called my state office on 3/18 and left a message for a Ms ******** called again today to leave another message since AARP apparently tells their employees not to talk to members?? When I explained my issue with state office they ended up transferring my back to HQ in **. This organization could possibly be investigated as a scam. I have yet to feel as if they advocating on my behalf. I would like a written apology signed by the CEO clearly explaining why AARP functions in this manner mailed to my address.
Business Response
Date: 03/24/2025
March 24, 2025

The Better Business Bureau of ******************* and
**********
*****************************
**********, *******; 20005

Re: Mr. ***** **********, Case # ********

We are in receipt of your letter dated March 19, 2025,regarding the complaint of ***** ********** regarding an issue involving law passed in 2022 called Reeses Law. This law aims to protect children from swallowing button sized batteries. The member was upset about this law because the packaging for the batteries used by the member for hearing aids was changed and scissors are required to open the battery compartment and hes not able to use scissors to open the batteries in public venues.We have investigated Mr. ******************** and welcome the opportunity to respond.

Our records show that Mr. ********** contacted AARP on March 18 and March 19, 2025, via phone and chat, to request AARPs help to advocate on this specific issue. Both agents he spoke with attempted to provide the contact information for the AARP Pennsylvania ************ and offered a transfer to someone there to address his concerns. However, the member was not satisfied with the agents attempt to assist the member. To address Mr. *********** complaint that one of the agents disconnected the call, the agent did notate that the disconnect was accidental when attempting to transfer the member to a supervisor. We apologize for this happening. It was not the agents intent.

At this time, AARP has not developed a public policy position on this specific issue. However, we have taken note of his comments and will consider them as we continue to update our public policies. which can be found here: **********************************************. Our public policy positions are determined by the AARP Board of Directors through a process that is supported by extensive input and analysis of the views of AARP members and those people 50 and older throughout the nation. Staying in close touch with the interests and concerns of people aged 50 and older allows us to gather the views of a diverse cross-section of volunteers, members, and the public to inform our policy analysis and recommendations.

All of our public policies are strictly nonpartisan, focusing on issues, not partisan political considerations. Every two years, AARP publishes The Policy Book and a companion Policy Fundamentals to inform people about our public policy positions. AARPs Policy Book can be found here: ********************************************** and Policy Fundamentals here: ******************************************************************************************.

If Mr. ********** should have any questions or additional concerns, he may contact me
directly at **************, and I will be glad to assist him further. I also can be reached via email at ***************************************************************** or mail at the following address: AARP ************* Ombudsman Team, **************************************

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible,effective consumer advocate. We appreciate and value Mr. *********** 2 years of membership with AARP.
Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************
Customer Answer
Date: 04/01/2025
[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: 23088402

I am rejecting this response because:
First and foremost they claim I refused the contact information for the AARP Pennsylvania. I told them I didn't need the information as I had already obtained the information via the Internet. BIG difference.
Secondly, If call was "dropped" why not call me back and continue the conversation, AARP does have my contact information.
Third, their policy handbook is not current as listed on their website. The one available is for 2023 - 2024, last time I checked my calendar it was 2025.
Grateful they have refunded my membership fee, but let's get the facts straight.

Regards,

***** **********
Initial Complaint
Date:03/06/2025
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.
Hello AARP:This is regarding your rewards program. I have not been able to use my Instant Wins since February 12th, 2025.I have got in touch numerous times with no results other than it has been escalated, and I need to wait. No one has gotten back to **** have been a member for years. I feel I am not getting what I paid for. I want results, not excuses.This is the 2nd time this has happened to me. Very frustrated.
Business Response
Date: 03/19/2025
March 19, 2025

The Better Business Bureau of ******************* and
**********
*****************************
*******************; 20005

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

We are in receipt of your letter dated March 6, 2025 regarding the complaint of ******** ***** that she was unable to utilize her Rewards account for Instant Win contests. We have investigated Ms. ***** inquiry and welcome the opportunity to respond.

Our records show that Ms. ***** contacted AARP on February 13, 2025, via chat, to report difficulties redeeming points for Instant Win contests on our AARP Rewards website. The agent on the call advised the member there was an issue with her Rewards account and needed to escalate to another department for further assistance. To avoid any further issues, please ensure to follow the program guidelines.

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

The Rewards access was restored on March 8, 2025, and the member is now able to participate in the Instant Win contests.

If Ms. ***** should have any questions or additional concerns, she may contact me
directly at **************, and I will be glad to assist her further. I also can be reached via email at ***************************************************************** or mail at the following address: AARP ************* Ombudsman Team, *********************************************************************

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible,effective consumer advocate. We appreciate and value Ms. ***** 20 years of membership with AARP.

Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************
Initial Complaint
Date:03/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I was scheduled to have our taxes done at the ******************** in **** on February 12th 2025, just like we did the year before. The year before we were asked if we had any tax rebate upgrades to HVAC/ solar etc.. We said no. This last year our furnace was condemned due to cracks found so had a new system put in, and we also had solar panels installed. So we went into our appointment and was turned away, as they stated we are told we cannot do these anymore from guidance from AARP. We left and ******. I called AARP and made a complaint and they said they will send this up. The following week I called the AARP office in ************** where the lady was pretty darn rude, and said you need to wait for them to respond withing in 5 to 7 days. No response so I emailed them: Lash **************************************************** My name is ******* *****, 349 580 0678 2/5/2025 and I will probably be leaving AARP as I called in a complaint regarding my wife and I going to a location to get our taxes done for the year, but was turned away because we had a tax credit for a HVAC system that was installed, along with solar panels that were needing a federal credit. They informed us that they were not allowed to file these as AARP told them they cannot file these anymore. This may I say is BS as these are standard filings for taxes, so I went home and called AARP to file a complaint. I waited a few days then called the AARP in ************** as we live in ****. The lady was to say the least flipping snotty and said I see your complaint, and someone will call you in a couple of days. Well no one called me, so I found a local tax professional and had it done, where it cost me $150 bucks to find out I would not be able to receive the tax credits because my income is nontaxable as I am a disabled veteran, and there is no taxes being taken out of my wife social security. I am upset for several reasons, but extremely disappointed with AARP as you do not support your customers.
Business Response
Date: 03/17/2025
March 17, 2025

The Better Business Bureau of **********************************
*****************************
**********, *******; 20005

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

We are in receipt of your letter dated March 3, 2025 regarding the complaint of ******* ***** that he was unable to complete a tax return with the AARP Foundation Tax-Aide (Tax-Aide) in ****. We have investigated Mr. ****** inquiry and welcome the opportunity to respond.

AARP Foundation Tax-Aide, with more than ****** AARP Tax-Aide volunteers work in cooperation with the Internal Revenue Service (***) to prepare more than 1.5 million returns each year. Our volunteer counselors are trained and ***-certified at the advanced level every year.

The services provided by Tax-Aide are limited in scopethe service is intended for simple individual returns, not business returns, self-employment returns, or returns that involve other complicated tax issues. Those scope limitations are set forth by the *** instructions for volunteer tax programs and clearly communicated to those intending to utilize Tax-Aides services. The *** scope and Tax-Aide training focus on the most common tax law and tax forms used by low to moderate income taxpayers.And of course, volunteers are trained only in tax issues relevant to preparing returns that are within that scope. In other words, they are not authorized by AARP Foundation or the *** to exceed that scope.

Our records show that Mr. ***** visited Tax-Aide on February 12, 2025, at the ******************** in ****. The Tax-Aide lead volunteer counselor determined that his tax return was out of scope due to multiple energy credits being requested---including solar.Before declining to prepare his tax return, the tax counselor reviewed the Scope Manual and consulted with the training specialist to confirm the return was out of scope.
Tax-Aide lead volunteers thus advised Mr. ***** to seek a paid preparer of his choice, and explained what documentation he would need to take with him. He was unhappy with the outcome, as he did not want to pay for tax preparation services. Nonetheless,his tax situation simply did not qualify for Tax Aide services. While Tax Aide volunteers always strive to assist taxpayers when possible, they are unauthorized by both the *** and AARP Foundation to process out-of-scope tax returns like ******** was requesting.

If Mr. ***** should have any questions or additional concerns, he may contact me
directly at **************, and I will be glad to assist him further. I also can be reached via email at ***************************************************************** or mail at the following address: AARP ************* Ombudsman Team, **************************************

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. We appreciate and value Mr.LaRues 3 years of membership with AARP.

Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************

Customer Answer
Date: 03/17/2025
[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]
The previous year they asked me if there was any solar credits or energy credits which there was not, because I did have any installed at that time. 2024 was a different story as my furnace was found to have cracks, so it needed to be upgraded before winter. I have limited income, as my wife has social security and I am a disabled veteran, so there should of been no reason to not have had my taxes done as this is a common task and not something going outside of the norm. As a paying customer I expected this simple tax credit should of been done with ease. As it stands I will be calling up and canceling my membership.
Complaint: 23014822

I am rejecting this response because:

Regards,

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

Customer Answer
Date: 03/18/2025
Yes I am ok with you posting this for all AARP members to read in its entirety as there is no profane or unsightly remarks. Just the truth. I have already turned off my automatic yearly membership, and when I have someone over the age of 55 talk to about AARP I will suggest they pass by as its a waist of time.
Initial Complaint
Date:02/27/2025
Type:Product 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 writing to formally request that you cease and desist all unsolicited advertisements to my address. Despite my previous letters requesting you to stop sending these solicitations, I continue to receive them.This ongoing issue has caused significant inconvenience and is a direct violation of my request for privacy. Please understand that should these unsolicited advertisements continue, I will have no choice but to pursue legal action to protect my rights and ensure compliance. Furthermore, I do not care about what market you are targeting; I demand that you stop all solicitations to my address immediately.I expect immediate action to be taken to halt all solicitations to my address.Thank you for your prompt attention to this matter.
Business Response
Date: 02/27/2025
February 27,2025

BBB of ****************, ** and Eastern PA
**************************************************;
************** 20005

            Re:      Complaint #********
S Messiah
***** Westview
*******, ** 07885

To the Dispute Resolution Team:

We are in receipt of your letter regarding S Messiahs claim that s/he receives mailings from AARP would like them to stop. We have investigated this concern and welcome the opportunity to respond.

AARP provides the opportunity for members to control their communications. The email address S. Messiah provided was globally opted-out in our system on 1/26/2023.I have added a suppression for all AARP mailings sent to S Messiah at the address, above, as well as added the phone number provided into our do not call registry.

As some mailings are prepared ahead of their distribution date, it may take up to six weeks for this request to filter through our database. We appreciate S Messiahs patience and understanding.

Should S.Messiah receive any mailings after April 10, 2025, s/he should feel free to contact me directly through any of the channels, below, and I will be happy to assist.If s/he has the specific mailing handy, we will be able to effectively research the issue.

************ has any other questions or concerns, s/he may call me directly at **************. If more convenient, s/he may send an email to *****************************************************************,or mail to the following address:
AARP,Consumer Care 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 Team
*****************************************************************
Customer Answer
Date: 03/07/2025
[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:

It is concerning that my information was globally entered into your database without my consent! Also, it is troubling that I had to go through such means in order to get my concern rectified. Your business should provide an easier way to communicate such as a telephone number on the mailings you send out.
However, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

S. Messiah
Initial Complaint
Date:02/26/2025
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.
The AARP Rewards site has had technical issues since October 2024. Many member accounts were flagged, including mine, for no reason. It took weeks for AARP to address these issues. In the meantime, members could not earn nor redeem points. I was told that any points that expired during this time (total of *******) would be reinstated since the issue was AARP's mistake. I have tried since November to get the points reinstated. Now they are reneging on that promise and told me according to the "terms and conditions" they can't reinstate the points. Why should I be penalized for AARP's mistakes and technical issues? It's not only about the points but the principle. Many members complained about the ongoing technical issues for months. It shouldn't be so difficult and time consuming to do the right thing.
Business Response
Date: 02/28/2025
February 28th, 2025

The Better Business Bureau of ******************* and
**********
*****************************
**********, *******; 20005

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

We are in receipt of your letter dated February 26, 2025,regarding the complaint of ***** ******** claiming that she was unable to redeem her Rewards points and requesting the expired points be credited back to her membership. We have investigated Ms. ********* inquiry and welcome the opportunity to respond.

Our records show that Ms. ******** contacted AARP on November 4, 2024, via chat, to report difficulties redeeming points on our AARP Rewards website. The agent on the chat advised the member there was an issue with her Rewards account and needed to escalate to another department for further assistance.

The next contact with Ms. ******** occurred on November 21, 2024, with a member of our ************* Ombudsman Team. Ms. ******** was advised that our technical support team was reviewing the issue with her Rewards account and to reach back out if she had any questions. On November 26, our Ombudsman Team member emailed Ms. ******** to advise that her issue was resolved and to reach back out if they had any further questions.

Per our terms and conditions, points earned will expire on the first day of the month one year after they were earned. Further, the Programs Terms and Conditions state that Sponsor reserves the right to suspend or discontinue the eligibility of any Participant account at its discretion, with or without notice. Termination, modification or suspension may affect a Participant's ability to redeem accumulated Rewards Points earned.

If Ms. ******** should have any questions or additional concerns, she may contact me directly at *************, and I will be glad to assist her further. I also can be reached via email at ***************************************************************** or mail at the following address: AARP ************* Ombudsman Team, *********************************************************************

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. We appreciate and value Ms. *********38 years of membership with AARP.

Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************

Customer Answer
Date: 03/03/2025
[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: 22992770

I am rejecting this response because:
We are going around in circles. Why are members penalized for AARPs failure to maintain a working site? The technical issues persisted for months. AARP even took the site down completely on several occasions to perform maintenance. Each time when the site came back up, the technical issues were just as bad as before.

If I had access to the site, I would have redeemed all the points for both months. It took AARP weeks to fix the issues with my account and then there were ongoing technical issues sitewide that prevented all members from earning and redeeming points.

I was not able to redeem points through no fault of my own. I also was told that the points would be reinstated, and I relied on that. Why wouldnt you honor that promise? Its just baffling.

Why has this been so difficult and time consuming? What am I missing?

Its not about the points. Its about my time. I have (regrettably now) wasted hours of my time earning the maximum number of points on a daily basis.

Thank you.

Regards,

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

Business Response
Date: 03/17/2025
Hello, we are awaiting response from the AARP ****************** Team -- after their return from a conference last week. We will need another five days.
Business Response
Date: 03/24/2025
Good morning, after consulting with my manager, I've sent an email response directly to the member in the hopes of resolving the issue. Please see the response sent to the member below: -*****
Dear Ms. ******************* would like to apologize for the inconvenience you encountered when attempting to redeem points on AARP Rewards. We are delighted to inform you the issue has been resolved, and you can now redeem points on our website.

Regarding the points that expired, AARP Rewards points are non-transferable and expire on a rolling 12-month basis. Your points expire one year after you earn them on the first day of the following month. For example, any unredeemed points earned in January 2025 will expire on February 1, 2026. You'll also be reminded about upcoming points expiring on your monthly AARP Rewards Account Summary. This email is sent at the beginning of each month.

However, due to the delayed resolution and inconvenience, we have issued you $50 Make It Right gift card. The gift card will arrive in the next couple of weeks via **** mail.

If you are experiencing new problems regarding point redemptions, please feel free to reply to this email ***************************************** or you can call me directly at ************. Im available Monday through Friday, from 8:00AM to 5:00 PM EST.
To expedite your request, please use this direct number as the general customer ********************** center cannot redirect calls to my line.

Thank you for your patience and for your 38 years of membership with AARP.

Sincerely,
*****
AARP ************* Ombudsman Team
Customer Answer
Date: 03/25/2025
[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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