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.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/24/2025
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.
My family member and I have been paying AARP members since 1991. In fact, I often encourage family and friends at my senior center to sign up for the magazines, discounts and rewards. For the past few weeks, I have been unable to watch videos correctly, earn and redeem points. You would think as a over thirty year member I would be able to get someone to help me. I am filing this complaint to get our rewards account fixed. I paid for a membership and we should be able to use it. Thank you, Sut
Business Response
Date: 03/10/2025
The response for Complaint # ******** is attached.
Thank you for time.
***** ******
Customer Answer
Date: 03/21/2025
I attempted to reach AARP at the provided number but was unable to get a response. Additionally, the recent email did not specify what further information is needed regarding my account.
I believe there may be confusion due to similar email addresses among family members. To clarify, each of us has our own membership. My daughter created an email account for me since I was unfamiliar with the process, and she also assists with some of my payments. I recall an instance where a message intended for her was mistakenly sent to my email, which may have contributed to the confusion.
I am happy to provide proof of my membership, as is every member of my family. Please let me know what specific information or documentation you require to resolve this matter.

I appreciate your prompt attention to this issue and look forward to your response.
Business Response
Date: 04/04/2025
Dear Better Business Bureau,

I am writing to request a five-business-days extension to reply to the member's response. We are still awaiting further information from the AARP Rewards team, which is essential for us to provide a comprehensive response.
We appreciate your understanding and support in this matter. Please let us know if this extension can be granted.
Thank you for your attention to this request.
Sincerely,
***** Castro AARP Consumer Care Ombudsman Team ************
Business Response
Date: 04/08/2025
Thank you for bringing this matter to our attention. Attached is our response.
Sincerely,
***** Castro ************* Ombudsman *****************************************************************
Customer Answer
Date: 04/14/2025
[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: 22984006

I am rejecting this response because: the AARP ************* agent does not answer her emails or the phone number provided. She has provided no evidence to me of the accusations nor does she allow me to respond. This is a well known issue with their rewards program and others have reported the same issues.

Regards,

Sut Choy
Initial Complaint
Date:02/22/2025
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.
Paid 35 dollars for 50 petsmart gift card(special on aarp rewards website.) Neve received and fruitless terrible cusomer service trying to resolve. Matter of fact somehow this triggered banning me from rewards site and they cannot give me a REASON WHY.
Business Response
Date: 03/03/2025
March 3, 2025

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

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

We are in receipt of your letter dated February 22, 2025,regarding the complaint of **** ***** claiming that he did not receive his $50.00 Petsmart Gift Card that he purchased on our Rewards website and his earlier issue redeeming points. We have investigated Mr. ****** inquiry and welcome the opportunity to respond.

Our records show that Mr. **** was provided with the following information regarding his issue redeeming points.

AARP Rewards' purpose is to help our users make life's transitions meaningful and achievable. We want our users to be rewarded for learning, and our rules are to ensure that all can participate on a level playing field.

In accordance with our terms and conditions, any points acquired through fraudulent means or gaming tactics violate the rules of the program. This includes but is not limited to:
Actions that circumvent meaningful engagement with program content.
Behaviors that exploit program features to earn points in a manner inconsistent with intended use.
Any methods used to manipulate point accrual or activity tracking.

To avoid any further issues or administrative actions, please ensure you follow the program guidelines and comply with the outlined terms and conditions.

Regarding the $50 PetSmart gift card that he purchased on January 23, 2025, we have confirmed the transaction was not successful and the payment was voided on March 3, 2025.

If Mr. ***** should have any questions or additional concerns, he 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, **************************************

We apologize for any inconvenience caused by the unsuccessful transaction experienced by ********* 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. ****** 7 years of membership with AARP.
Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************
Customer Answer
Date: 03/04/2025
[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 partially satisfactory to me. I do not appreciate accusing me of "acquired through fraudulent means or gaming tactics violate the rules of the program" when NO ONE can tell me what that means. I have also zero activity on your site since the most recent mystery ban that happened on 1/23. The only thing that triggered the ban was purchasing this gift card which should not have taken this long to resolve. Need exactly what this gaming tactics/fraud means?

Regards,

**** *****
Initial Complaint
Date:02/05/2025
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 have been receiving AARP mailings in last few months. I have written the business but they continue to send me mail which I do not want nor need. The resolve I seek is for the business to place my address on the DO NOT CONTACT LIST and not ever contact me ever again.
Customer Answer
Date: 02/06/2025
This is the recent mailing received on 2-5-2025.
Business Response
Date: 02/06/2025
February 6,2025

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

            Re:      Complaint #********
***** *****
*******************
S ************, *******; *****

To the Dispute Resolution Team:

We are in receipt of your letter regarding ***** ****** claim that he receives mailings from AARP and AARP service providers and would like them to stop. We have investigated his concerns and welcome the opportunity to respond.

AARP provides the opportunity for members to control their communications. We received Mr. ****** letter, which was included in his complaint on November 18, 2024. On that date, a suppression was processed for mailings from sent to Mr. ***** at his address (above) from AARP and our affiliated service providers.

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. We appreciate Mr. ****** patience and understanding.

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

************ 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: 02/21/2025
[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:02/04/2025
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.
I keep getting letters offering me *********************** through my AARP membership. AARP should stop sending junk mail like this to me and other members.
Business Response
Date: 02/05/2025
February 5,2025

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

            Re:      Complaint #********
***** *****
*********************************
*******, ** 53717

To the Dispute Resolution Team:

We are in receipt of your letter regarding ***** ****** claim that he has received numerous mailings from AARP service providers and would like them to stop. We have investigated his concerns and welcome the opportunity to respond.

AARP provides the opportunity for members to control their communications. On behalf of Mr. Shore, I have suppressed mailings sent to him at his address (above)from AARP and our affiliated service providers. 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. We appreciate Mr. ****** patience and understanding.

Should ******** receive any mailings after April 30, 2025, he should feel free to contact me directly through any of the channels, below, and I will be happy to assist him. If he has the specific mailing handy, we will be able to effectively research the issue.

If Mr. Shore 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: 02/05/2025
[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: 22899436

I am rejecting this response because I didn't ask for suppressed mailings sent to me from AARP and all affiliated service providers. That isn't what I want. I was only complaining about the repeated mailings from AARP about ****************** co. I would like those to stop. Also, I think AARP should stop sending repeated mailings from ****************** co to all AARP members. It is wasteful and annoying for many members.

Regards,

***** *****

Business Response
Date: 02/24/2025
February 24, 2025

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

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 mail being received from AARP Auto & ************** provided by The Hartford. This complaint has been referred to me for investigation and response.

On February 5, 2025, the Better Business Bureau received a resolution for Mr. Shore. When a member requests to no longer receive any mailings from any AARP-branded service provider, a suppression is submitted to stop mailings from being sent out to members.This process does take some time. It was mentioned that it may take up to 12 weeks for this request to filter through our database and those of our service providers as some mailings are prepared ahead of their distribution date. There is nothing else we can do as AARP has followed the steps to end these mailings.

We appreciate Mr. ****** patience and understanding.

Sincerely,
****** *****
Member Relations
AARP Services, ****
***************************************************************************
AARP Case ID: ********
Customer Answer
Date: 02/28/2025
[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: 22899436

I am rejecting this response because AARP needs to revise their process so a member can opt out of certain mailings like this one. It should not be all or nothing for mailings.

Regards,

***** *****
Initial Complaint
Date:01/31/2025
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 enrolled in my husband's insurance plan (BCBS) effective January 1, 2025. I contacted the ********************************* and asked them to cancel my enrollment in all insurance plans that were scheduled to begin on January 1st. My agent faxed the cancelation to AARP on December 2, 2024. I still received a bill in December so I sent the bill back with "canceled" written on it. I am still being billed even after calling **** at UHC on 1/24/2025 and being told I was disenrolled effective 1/1/2025 and that she had found the fax sent by my insurance agent in December. **** also told me to ignore any bills that I might receive because I wouldn't owe aanything.She said it would take aup to ten days before I would receive a confirmation of the cancelation. I called them again today, 1/31/2025 because it is still showing up on my profile at *******. This person, **, said he can't find any fax and that I can't disenroll by phone, when it clearly says that I can on the forms that they emailed to me. He was very misleading in his information. After hanging up on them, I called Medicare and they disenrolled me effective 2/1/2025. I want them to apologize for all this hassle and misinformation and I want my account cleared of any debt. Attached is a copy of the form that I signed on 11/15/2024 and a copy of the fax transmission by **************************.
Business Response
Date: 02/11/2025
February 11, 2025

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

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 request sent to UnitedHealthcare to cancel an insurance policy. 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 Mrs. ******* records with UnitedHealthcare to address her concerns. To assist, we forwarded the complaint on behalf of ********** to UnitedHealthcares Escalations Team to have a thorough review and investigation completed.

UnitedHealthcare has reviewed phone records and confirmed that no phone records were made last year about the cancelation of the policy. The only phone call UnitedHealthcare received was on 1/24/2025. There are no records of any disenrollment documents loaded in UnitedHealthcares system. A request was sent to the ********************* along with the documents shared in this complaint to see if they could cancel the plan with an effective date of 1/1/2025. The request was denied as UnitedHealthcare could not find any plan error at this time. The members AARP Medicare Rx Preferred plan cannot be canceled with an effective date of 1/1/2025. The member still owes $89.20 for January 2025. UnitedHealthcare has sent a letter to the member to explain.
We apologize for the inconvenience Mrs. ****** has experienced. Should you have any
additional questions, please do not hesitate to contact me directly by calling ************.

Sincerely,
****** *****
Member Relations
AARP Services, ****
************* NW
**********,DC 20004
AARP Case ID: ********
Customer Answer
Date: 02/12/2025
[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: 22885450

I am rejecting this response because: I canceled this policy in writing with the bill they sent in December. I also signed a cancelation form at the ********************************* (where I signed up for the policy) in November. The agent then faxed it to AARP UHC on December 2nd. Both documents are attached. I will NOT PAY for something with a clear paper trail canceling it before 1/1/2025. There was no reason to call to cancel when I had already signed the papers to cancel it.

Regards,

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

Business Response
Date: 03/03/2025
March 3, 2025

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

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 request sent to UnitedHealthcare to cancel an insurance policy. This complaint has been referred to me for investigation and response.

AARP received Ms. ******* complaint filed by the Better Business Bureau. After reviewing Ms. ******* rejection, AARP reached back out to UnitedHealthcare for another review. UnitedHealthcare advised that a representative has tried to reach out to Ms. ****** to discuss her concerns, but attempts have been unsuccessful.A letter will be mailed to Ms. ****** by UnitedHealthcare. UnitedHealthcare did share that Broker Alivia Sikies did not mention she faxed in any paperwork to UnitedHealthcare. No documents were received in any of ******************************************* UnitedHealthcare also does not have a letter in their system stating that they were canceling Ms. ******* plan for ******* 2025.

There were no calls from the broker or Ms. ****** before December 2024. The first call was after 01/24/2025 where disenrollment paperwork was emailed to ********* and the plan was disenrolled on 01/31/2025. The PDF files ********* shared with her complaint were sent to UnitedHealthcare for review. The first one is just a fax cover sheet that is missing three pages. The other document from states to cancel the plan, but UnitedHealthcare never received the faxed documents.

UnitedHealthcare has requested that Ms. ****** send proof of any documents received from UnitedHealthcare stating that the plan was canceled for ******* 2025. Once received, UnitedHealthcare will review this letter. UnitedHealthcare has confirmed that the plan was used in ******* 2025, as there are RX claims on file. If the plan were to be canceled, all claims would be retracted for ******* 2025, and Ms. ****** would owe $4,834.71. As of February 11, 2025, if no cancellation, Ms. ***** will owe $89.20.

We apologize for the inconvenience Mrs. ****** has experienced. Should you have any additional questions, please do not hesitate to contact me directly by calling ************.

Sincerely,
****** *****
Member Relations
AARP Services, Inc.
***********************************************************************
AARP Case ID: ********
Customer Answer
Date: 03/08/2025

Complaint: 22885450

I am rejecting this response because: they keep saying I never called to cancel the policy. I attached a copy of the fax that was given to me by ****** ***** after she canceled this policy for me. I NEVER CALLED TO SIGN UP OR CANCEL. Why should I have to call to cancel when I didn't have to call to sign up? I canceled the same way that I signed up, with a broker. The paperwork is there, signed and dated in November. It is not my fault that the broker did not follow through. (Even though she assured me that she did, and provided proof) I am not liable for anyone else's actions. I have proof that I took the same steps to cancel that were taken to apply.

Regards,

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

Customer Answer
Date: 03/08/2025
After printing out the response from *** so I could read it, I accept their answer. I still do not agree since I did NOT authorize them to pay anything. I took them off of my profile with all of my providers. I have no control over where they file or who with.
Initial Complaint
Date:01/29/2025
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 received an invoice from AARP Medicare advantage for my monthly premium amount of $29 that was due for January. I told the representative that this money comes out of my Social Security check each month but they insisted that I pay it! I went ahead and paid the $29 and then I also received a letter the next day from the ****************************** telling me that the $29 would be deducted from my Social Security check effective February 1 for my January payment. I have double paid for January in the amount of $29 and Im trying to get my $29 back from United Healthcare and they Are giving me a hard time. I would like to get my $29 back that I sent to them as I should not have sent them that money as it is coming out of my Social Security check. Can you please help me!
Business Response
Date: 02/04/2025
February 4, 2025

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

Attn:BBB Representative

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

Dear BBB Representative:

This letter is in response to a recent complaint to the Better Business Bureau,filed by ******************. The issue is regarding premium payment concerns to AARP UnitedHealthcare. 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 *********** records with UnitedHealthcare to address her concerns. To assist, we forwarded the complaint on behalf of ******** to UnitedHealthcares Escalations Team to have a thorough review and investigation completed.

UnitedHealthcare advised that ****************************** takes at least 3 months to get set up and the start date premium deductions start February 1, 2025. The members January premium payment of $29.00 was accurate to avoid any missed payments until ****************************** deductions begin. No refund will be issued.

We apologize for the inconvenience ********* has experienced. Should you have any
additional questions, please do not hesitate to contact me directly by calling ************.

Sincerely,
****** *****
Member Relations
AARP Services, ****
******************************************************************
AARP Case ID: ********
Customer Answer
Date: 02/05/2025
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: 22872710

I am rejecting this response because: My Social Security check is in arrears, the check for February is for ******* there for the ******* premium was paid from the February check! I do deserve my refund as ******* was paid twice! Once in my Social Security check in once fight in electric transfer by me!

Regards,

****** Guild
Initial Complaint
Date:01/27/2025
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.
On 01/15/2025, my husband and I purchased $630 worth of *************** gift cards valued at $700. We have utilized this before, and they normally send them into your email account within a day or two. When our gift cards never came, I called AARP and asked for a status update, and they advised that they would escalate our issue to their ************* Ombudsman team, and that we should hear back from them soon. I received an email from them later that evening stating that they were working on it, and that they should have a response for me as soon as the next morning. (this was 1/21/2025) They even gave us a phone number to reach them at and also advised I could respond to their email as well. I immediately responded and let them know that our final payment due date for our Cruise was approaching and that I appreciate their urgency on getting this resolved. Today is 01/27 and I have NEVER heard back from them again. I have called and the number takes me directly to a "Ombudsman team" voicemail. I've left voicemails, and I have responded to the email that they had originally sent over to me. NOTHING. Our due date came and went, so we had to pay the additional $700 out of pocket, and now we no longer need these gift cards. I emailed them requesting a refund of our gift card money.... NOTHING. At this point, it's theft in our eyes. $630 may not be a lot of money to them, but it is to us.
Customer Answer
Date: 02/05/2025
Hi there! I received an email from AARP today claiming that they were having technical difficulties and that they should have my case resolved by the end of this week. When I responded to them demanding a refund at this point, they responded and said that we should see a refund of $630 in 7-10 days. I will keep you posted.
Customer Answer
Date: 02/07/2025
Hi there,
We received our full refund today back to our credit card. We are disappointed with AARP's services, but none the less, they finally responded and supplied our refund. We will not be doing business with them again anytime soon!
Business Response
Date: 02/11/2025
Attached is our response to Complaint # ********.
Thank you,
*****
Initial Complaint
Date:01/27/2025
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.
I am an AARP member. Attached is apparent cyber intrusion each time I selected start a quote. I have been trying to get a good insurance quote for the last few days. I called today to get quote on 2 of my vehicles and a person told me incorrectly that I had to have my husbands name on the policy as a primary with me and this was required by Hartford. Also asked me questions about how long has the car been garaged and what. Is it being used for work.
Business Response
Date: 02/04/2025
February 4, 2025

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

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 problems with obtaining an auto quote from AARP The Hartford. 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 Mrs. ***** records with The Hartford to address her concerns. To assist, we forwarded the complaint on behalf of ******** to The Hartfords Escalations Team to have a thorough review and investigation completed.

The Hartford has advised that Mrs. **** was dissatisfied with the six-month quote offered due to The Hartfords policy having to include a spouse in the quote.Mrs. **** did not wish to add her spouse to her policy. License drivers of ********* vehicle will need to be included.

We apologize for the inconvenience Mrs. **** has experienced. Should you have any
additional questions, please do not hesitate to contact me directly by calling ************.

Sincerely,
****** *****
Member Relations
AARP Services, ****
************* NW
**********,DC 20004
AARP Case ID: ********
Initial Complaint
Date:01/22/2025
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.
12/11/2024 AARP online membership for 5 year which costed $45.00. Filled boxes with information submitted payment with my credit card. Got charged but no account was created. When contacted AARP numerous times they could not find account told me I had to dispute charges. Credit card now says I have to pay it and will send me to credit bureaus if I don't pay $45.00. I keep calling AARP, they keep saying they will escalate with no results.Previously had AARP membership with my name as primary and husband as secondary. This time I put my husband as primary and myself as secondary. Not sure if this through off their system but for some reason the account cannot be found. Since my husband needs AARP for his AARP Medicare Plan, I had to go back in and apply for a 1-year membership with me as primary and my husband is secondary so that my husband could have membership for his Medicare plan which went through without a problem.
Business Response
Date: 01/23/2025
January 23,2025

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

Re: Complaint # ********
***** ******
*********************
*******, IL 60632

To the Dispute Resolution Team:

We are in receipt of your letter regarding ***** ****** claim that had tried to renew a previous membership, but inadvertently created a duplicate. We have investigated her concerns and welcome the opportunity to respond.

Ms. ****** has been a valued AARP member on and off for eight years. Last month, she tried to renew an expired membership for five years/$45. As there was some confusion as to whether this membership was processed, she ordered another one-year membership in which she named her husband as the primary for the membership and herself as the secondary (the reverse of her previous membership. This request did not link to the previous membership and created a new one.

Ms. ****** called our contact center, and the agent was unable to find the membership with the $45 charge. This was an agent error, and it was forwarded to our colleagues at AARP Learning and Performance Improvement for coaching.

The agent did create an escalated case, which was resolved by phone call earlier today.The two accounts were properly combined to avoid further confusion, and a $45 refund was issued. Additionally, as a token of our appreciation for her patience and understanding, we sent Ms. ****** a $25 Make It Right gift Mastercard.

We apologize for any frustration or inconvenience experienced by the delay.

If Ms. ****** has any other questions or concerns, she may call me directly at *************. If more convenient, she 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: 01/23/2025
[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:01/22/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 01/22/2025, I clicked on $15.00 to renew my AARP. However, AARP system switched it to $***** for 5 years. AARP have their system setup is to switch the the ***** instead of what the member actual selected.
Business Response
Date: 01/23/2025
January 23,2025

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

Re: Complaint # ********
****** *********
*******************
*******, *******; 77048

To the Dispute Resolution Team:

We are in receipt of your letter regarding ****** ********** claim that she attempted to renew her AARP membership for one year and found that she had renewed for five years. We have investigated her concerns and welcome the opportunity to respond.

************ has been a valued AARP member for 22 years. In January of 2020, she renewed her membership at the discounted rate of $12/year in exchange for placing her account on Auto-Renew. Under this program, the membership would automatically renew each January at the prevailing annual rate (at the time $16/year). Auto-Renew can be cancelled at any time and notifications of upcoming renewal charges to her credit card were sent each December in 2022, 2023, and 2024.

On January 22, 2025, prior to the pending Auto-Renew charge, Ms. ********* attempted to renew her membership online. However,there appeared to be an error and, rather than renew for one year, she was renewed for 5 years at the new rate of $79. She called into our contact center and a supervisor refunded the $79 charge to the credit card she used. Additionally,the representative informed Ms. ********* of the auto-renew program on the account and, at Ms. ********** request, removed the auto-renew feature from her membership account.

We apologize for any frustration experienced by Ms. ********** We have provided a one-year gift term to her AARP membership as a token of our appreciation for her past and continued support. Her membership will now expire at the end of January 2026.She will receive her new membership cards, via ****, within four weeks.

If ************ has any other questions or concerns, she 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
*****************************************************************

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