AARP

January 4, 2015
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Revdex.com of Metro
Washington DC &
Eastern
Pennsylvania (Washington, DC)
 
RevDex.com
Re: [redacted]
ID: [redacted]
 
 
This letter is in
response to a recent complaint to the Revdex.com, filed by **.
[redacted]. After reviewing **. [redacted]’s complaint, we would be more than
happy to try and assist her with getting her concerns resolved with the AARP
Travel Center, powered by [redacted].
 
In an effort to
assist we have contacted the Escalations team at [redacted] on her behalf for
their immediate attention and assistance. While we wish we could to assist more
directly, however, as we are not the travel savings provider ([redacted]), we
unfortunately cannot access their records to provide any detailed insights as
to why the Member has not received a response back regarding her price
guarantee request. However, the Escalations team will be happy to conduct a
full investigation into this issue she have raised and will be reaching out to her
directly to address your concerns.
 
**. [redacted] is more
than welcomed to reach back out to me directly should he have any additional
questions or feedback once he have received a response from [redacted].
 
Thank you for
bringing this issue to our attention.
 
 
Sincerely,
 
Jazmine C[redacted]
Member Relations
AARP Services, Inc.
[redacted]
Washington, DC [redacted]
[email protected]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I have not received any satisfactory answers from [redacted] and I would like to include them as a joint complaint against aarp, please let me know if I have to file a separate complaint against [redacted], Leigh offers the apology of not responding to my many tel. calls and e-mails to aarp and [redacted], when this service is advertised on the aarp web site there is no mention that this service is provided by an out side contractor, I have never spoken to Leigh the only source of communication that I have had with her after I filed this complaint is via e-mail and all that she offers for explanation is that she is sorry that [redacted] never returned my repeated tel. calls and e-mails to her, the explanation she uses is that it's a rare occurrence and she doesn't know why my communications got lost,what she has sent me is an outline of the rules of [redacted], I assume that she has sent you a copy of the e-mails that she has sent to me. and the e-mails that I have sent to her.
My opinion is that it's deceptive for aarp and [redacted] to advertise this on the aarp web site as an entity that is owned, monitored and operated by aarp when in fact it is not and that it is a means of preying on the elderly to get them to pay and subscribe to aarp and [redacted], I will be contacting the Council for Elderly affairs to lodge my complaint and any other agency that this situation may apply to
Regards,
[redacted]

Good morning,
This is in response to Ms. [redacted]’s rebuttal to AARP’s response to her complaint regarding [redacted].
In our previous response we indicated that we would have [redacted] reach out to her personally to address her concerns with the language used on the [redacted] website as it relates to their HMO product and benefits.  We have again requested that [redacted] have a representative telephone Ms. [redacted] immediately. 
Please be advised that AARP contracts with insurers to make coverage available to AARP members. Neither AARP nor its affiliate is the insurer. When AARP receives questions or concerns regarding a provider and/or benefit, AARP will forward the request to the appropriate insurer for review and response.
We believe that our previous communication addressed her concerns as they relate to her perception of the language used on the website and trust that the provider will be able to respond to her additional questions when they speak by phone.
Should Ms. [redacted] require any additional assistance from AARP she may contact me directly at 202.434.3536.
Sincerely,
Natasha W[redacted] | Quality Analyst, Member Relations
AARP Services Inc.

This concerns the complaint, #[redacted], of [redacted], and his rejection of AARP’s original response that was filed with your office on 1/7/2016.  The complaint regards [redacted]’s concern that after cancelling his membership he is still receiving unwanted communications from AARP.As noted in our original response, all appropriate suppressions were in place to stop AARP and AARP-affiliated targeted mail to his Sterling Heights, MI, address. I have investigated further and found that [redacted]’ email address was still active.  On 1/13/2016, I took action to unsubscribe and globally opt-out the email address we have on file: [email protected], from receiving future AARP-related emails. Please note, it may take up to 10 days for this change to take full effect. On 1/22/2016, while investigating the matter, [redacted] sent us a copy of an email he received from [redacted], one of our partner service providers.   We were able to identify the particular email as not being generated by AARP directly, but rather from [redacted] itself.  We contacted [redacted], on 1/26/2016, and had them remove [redacted]’ name and email address from receiving any further emails from [redacted].  In the future, we recommend using the unsubscribe link at the bottom of such emails to opt-out of receiving further offers.Should you or [redacted] have questions or other concerns, please email me directly at, [email protected], or through the mail at: AARP, Member Communications Ombudsman, [redacted] NW, Washington, DC  20049, Attention: Hilary L[redacted].We would like to thank you again 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,Hilary L.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  When I receive further mailings, I will do as they suggested and scan/email a copy to them.
Thank you!
[redacted]

From: <[redacted]>Date: Thu, Jan 15, 2015 at 11:27 AMSubject: ID [redacted] Resolved!To: [email protected] to your intervention, my dispute with AARP has been resolved.Attached is a copy of the check in the amount of $49.00 which they owed, and have reimbursed us.
Thank you again for your help in this matter!
[redacted]

December 19, 2014

face="Arial">
Revdex.com of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005
            Re:      [redacted], Complaint #[redacted]
To Whom It May Concern:
We are writing regarding the complaint of **. [redacted] that was filed with your office on December 12, 2014 and transferred to our office for handling.  The complaint is regarding [redacted]’s concern that he renewed his membership for $16 in October of 2014, but never received his membership cards.  We have investigated [redacted]’s concern and welcome the opportunity to resolve this matter.
Our records indicate that we processed [redacted]’s $16 payment for account number [redacted] on October 5, 2014.  Membership cards reflecting the member’s 1-year renewal term were also disbursed on the same day.  Member is very concerned that he was unable to reap the benefits of his AARP membership for discounts such as rental cars and hotels because he didn’t have updated membership cards displaying the new expiration date of October/2015. 
For future reference, the members can always have the merchant contact AARP so that the membership number can be verified via telephone or fax.
We apologize that the new membership cards never reached the intended destination. Due to the frustration and inconvenience that [redacted] encountered during the resolution process, we’re providing him with an additional 15 months on his membership that will reflect a new expiration date of January/2017.  The membership cards have been expedited, and he should expect to receive them in 2-3 days pending [redacted] holiday delivery time.  If [redacted] does not receive the updated cards, he may contact me directly at ###-###-####, and I will be happy to assist him further.
Again, we would like to thank you for bringing this matter to our attention.  It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
Angelo *. B[redacted]
Member Communications
[email protected]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I don't want to deal with [redacted] because they have been cruel since the first time I've dealt with them and at all times since. I can't bare to deal with them anymore at all because of their malice and double talk and trickery. Please get AARP to settle this themselves, not the company that caused all the misery. [redacted]'s behavior is very close to fraud.Regards,
[redacted]

We are writing regarding the complaint of Ms. [redacted] G. [redacted] that was filed with your office on April 27, 2016 and transferred to our office for handling. Ms. [redacted]' complaint entails what she considers as misleading early renewal notices and unethical business practices. We have investigated...

her concern and welcome the opportunity to resolve this matter.AARP makes every effort to comply with stop solicitation requests. We apologize for any aggravation that these mailing may have caused her. Our records show that Ms. [redacted] established a 5-year membership (#[redacted]5) on January 7,2008 in the name of [redacted] with the address [redacted], Pineville, LA 71361. However, there's a variation in the name ([redacted]) and address ([redacted], Pineville, LA 71360) that are listed on the complaint. Our records also don't indicate any previous communication from Ms. [redacted] requesting that these mailings cease. As of today, May 20, 2016, the name of [redacted] G. [redacted] and the following addresses were added to all of AARP's suppression files:
[redacted]         [redacted]
Pineville, LA 71360         Pineville, LA 71361
We ask that Ms. [redacted] please allow 12 weeks for suppressions to take full effect. We know 12 weeks sounds like an inordinate amount of time to stop mailings but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers. While we are able to suppress our own mailings very quickly, ending those of our providers takes longer. Our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set. The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month. For this reason it may take a provider up to twelve weeks to delete mailings to a particular address. The member also questions AARP's practice and feels that they don't take the time to verify membership and allow members to submit multiple payments. I'd like to share that the names for membership solicitation come from a variety of sources. We recognize that data we obtain from our sources has potential for inaccuracies and, accordingly, we employ a number of data cleansing steps to verify our data accuracy. Unfortunately, Our processes are not infallible, and on rare instances, as in the case of the mailing sent to Ms. [redacted], the data we received from our data vendor proved to be inaccurate.
Furthermore, AARP's policy is to refund payments of membership fees received from members who renew in error. Additionally, when an account receives more than two advanced payments, a refund is automatically reimbursed to that member. If Ms. [redacted] should receive additional mailings after August 12, 2016, she may cal me directly at ###-###-####, and it would be my pleasure to assist her further. We ask that she please have the mailing available, as each notice has specific codes that will help us suppress her name and address more effectively. Unfortunately, without seeing a copy of the original mailing that Ms. [redacted] received, i'm hindered from researching this matter any further. If she would like me to research the item, she can send the mailing to me at the following address: AARP, Executive Correspondence, [redacted] [redacted], Washington, DC 20049.
Again, we would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely, 
Angelo S. B[redacted]
Member Communications

AARP representatives have ignored three telephone call requests to stop sending me membership offers. I am not interested and will put the fee, in my opinion, to better use. Keep your gifts, magazines, products, and Save A Tree.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
Please also understand that I appreciate being a member of AARP and this has been the only issue I have had with any program offered by AARP.

BAIT and SWITCH
I wanted to find info on AARP Medical Supplement insurance. Their web page did not respond to the View Plan Costs button. I called AARP 1 8**SSN** to find out if they had a problem with the web site. Instead of saying yes or no they on asking numerous question re my age, address etc - all info that is already in their records. Finally when I insisted they tell me if the site would soon be working they wanted to pass the call onto a sales agent. If I had wanted to talk with a sales agent I would have called one. This web site is an old fashioned Bait and Switch
https://www.aarpmedicaresupplement.com/medicare-insurance/find-a-plan-download.h...⇄

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
With all of the duplication and redundancy checks in the system I am amazed my billing reached a FOURTH NOTICE.   The same address and exact name shows there duplicity monitoring systems are not working well at all.
 It seems an organization that supports seniors should have more than cursory comments about their checks and balances and show that they have actually corrected double billings and show the numbers.  I still receive letters to join AARP, showing their disconnects between their members and their new customers departments.  In my world, Seniors have a sincere desire to pay their bills and pay them on time.  Protecting seniors is the priority not membership totals!
 Letting this complaint die would be good if I felt they had covered all their bases.
Regards,
[redacted]

Dear [redacted]....

[redacted],We are in receipt of your complaint to the Revdex.com egarding AARP service provider solicitations.  Please accept our apology for any aggravation these mailings may have caused.  It's my pleasure to honor your request.
Please note that your intial request for suprression was submitted back in December 2013 and we initiated a request to remove your name from our service providers’ solicitation lists. We do ask our members to please allow 12 weeks for the suppression to take full effect. We know 12 weeks sounds like an inordinate amount of time to stop mailings but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers. While we are able to suppress our own mailing very quickly, ending those of our providers takes longer. Our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set. The first opportunity to remove names from the mailing list is in many cases the mailing set to go out the third month. For this reason it may take a provider up to twelve weeks to delete mailings to a particular address.I have reached out to our providers again and requested they remove your name from any mailings and lists.  I have requested this process be expedited and advised that the 1st request was initiated in December 2013.
If you should continue to receive the mailings after 12 weeks, please forward a copy of the solicitation(s) you are receiving so that I can better determine why you continue to receive them.
Thank you for bringing this issue to our attention. Again we apologize for any frustration this has caused.
Sincerely,[redacted]Member [email protected]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  AARP is putting false information on their website and they refuse to acknowledge this.  The lady who responded, does not answer her telephone number.The state of california Insurance Commission will be notified next.  I am not relying on the Revdex.com for any action against AARP.  I am aware that ratings on the Revdex.com are phony andno one can rely on them anymore.  I used this website to attract attention to this issue of companies who lie and try to mislead people into spending thousands of dollars for dental insurance which does not coverthe dental cost, infact they the actual cost of the insurance is five times the cost of any dental treatment and even after the person pays the insurance company they have to pay more to the dentist because only about 20% percent of the bill is covered.  AARP has lied about the cost of the coverage and they made no attempt to contact the dentists on their list to verify that infact they would accept these supposed copays.I contacted them directly when I saw that their website states that the copay for complete dentures is $365, when infact a dentist on their list charges $1300 for one denture, top or bottom after the insurance payment.  He did not agree to accept $365 as a copay for any denture, top or bottom.   AARP is welcome to call me and explain in plain english why their website says this and why they mailed the same false information to me in writing.
Regards,
[redacted]

May 1, 2014
The complaint has been resolved. Thanks for your Help!!!

All these solicitations were sent to my home address of [redacted], Fort Wayne, IN [redacted]...Please DO NOT POST MY ADDRESS

February 23, 2015
Ms. [redacted]
Revdex.com of Metropolitan
      Washington DC and Eastern Pennsylvania
1411 K St NW, 10th Floor
Washington, DC  20005-3404
           
            Re:  [redacted], Complaint ID #[redacted]
Dear [redacted]:
 
We are in receipt of your letter dated February 11, 2015 regarding the complaint of [redacted] that she receives membership invoices from AARP although she does not have an AARP membership. We apologize for any inconvenience these mailings may have caused and welcome the opportunity to clarify this matter.
 
Our records show on September 28, 2014, someone purporting to be [redacted] visited the following opt-in website, [redacted], from IP address [redacted].  The online user responded to an AARP advertisement by clicking the option to receive membership information and an invoice. As requested, the invoice has been cancelled.
 
Thank you for bringing this matter to our attention. I hope this information has been helpful, and we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
 
Sincerely,
 
Darlene G[redacted]
Member Communications Ombudsman
[email protected]
   cc:  [redacted]

This is in response to [redacted]’s rejection to AARP’s response to his complaint filed with the Revdex.com on 10/14/14. 
Please be advised that since receiving [redacted]’s original response we have been in contact with both [redacted] and the AARP Member Loyalty Team to research the exact cause for the delay in [redacted]’s request to change his designee to his and his wife’s [redacted] policy. 
During our research our contact at [redacted], Jane K[redacted], has been in contact with [redacted] via phone and letter, and AARP has been in contact via letter/email. 
 
Our research has shown that the reason [redacted]’s request was not completed properly and in a timely manner was due to a system glitch where the updates were not processing correctly. Since this discovery, [redacted] has been working to correct the issue in order to prevent any future occurrences. 
We have apologized to [redacted] for the delay and his frustrations and stressed caused by this experience, as we know that having these types of policies in order is a very important matter and should not be taken lightly. 
We have verified with [redacted] that both **. & [redacted]’s policies have been updated with the designee information.
 
Sincerely
Natasha W[redacted] | Quality Analyst, Member Relations AARP Services Inc.

April 14, 2014

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Revdex.com of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005
 
            Re:      [redacted]
 
To Whom It May Concern:
 
We are writing regarding the complaint of **. [redacted] that was filed with your office on April 2, 2014 and transferred to our office for handling.  The complaint is regarding **. [redacted]’s concern that she has received numerous membership solicitation mailings from AARP.  We have investigated her concern and welcome the opportunity to resolve this matter.
 
AARP makes every effort to comply with stop solicitation requests. We apologize for any aggravation that these mailings may have caused her.  Our records do not indicate any previous communication requesting removal from AARP's solicitation list from **. [redacted] as indicated in her complaint.  As of April 8, 2014, the name of [redacted] and the following address were added to all of AARP’s suppression files:  
 
[redacted]
 
We ask that **. [redacted] please allow 12 weeks for suppressions to take full effect.  We know 12 weeks sounds like an inordinate amount of time to stop mailings but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers.  While we are able to suppress our own mailings very quickly, ending those of our providers takes longer.  Our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set.  The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month.  For this reason it may take a provider up to twelve weeks to delete mailings to a particular address.
 
If **. [redacted] should receive additional mailings after July 1, 2014, she may call me directly at ###-###-####, and it would be my pleasure to assist her further.  We ask that she please have the mailing available, as each notice has specific codes that will help us suppress her name and address more effectively. 
 
If more convenient, she may send the mailing to me at the following address: AARP, Member Communications Ombudsman, 601 E Street, NW B7-211, Washington, DC  20049.
 
 
Again, we would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
 
Sincerely,
[redacted]
Member Communications
[email protected]