AARP

[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 called more than twice and always received the same response the check is in the mail,  I have since notified aarp to cancel both duplicate memberships and again
expressed my complete disappoint in their organization and will certainly comunicate this to our senior group.
Regards,
[redacted]

[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]
This company has a policy of saying they will stop but tell their call centers to put us in a delay for a few months. I talked to darlene,james,shaneeka and 5 or more other employees in the three years I started calling them. Its all about money, they dont care about the human aspect. Maybe if darlene loses a family loved one in the future she will realize their policys direction.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear [redacted],
Thank you for contacting the Revdex.com and allowing AARP to respond to your concerns. AARP Services, Inc. monitors all member correspondence as it pertains to the AARP-branded products and services.
After reviewing your complaint, I understand that you are requesting a solicitation suppression for [redacted] after you have continued to receive mailings from [redacted]. We apologize for any frustration. I initiated a request with [redacted] to remove her name and your address. We 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.
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.
 
Sincerely,
 
Hillary M[redacted]
Member Relations
[email protected]
AARP Services, Inc.650 F Street, NWWashington, DC 20004

December 16, 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] #[redacted]
To Whom It May Concern:
We are writing regarding the complaint of **. [redacted] that was filed with your office on December 8, 2014 and transferred to our office for handling.  [redacted]’s complaint entails what he considers as misleading early renewal notices and unethical business practices.  We’re sorry to learn of his unhappiness over these mailings and apologize for any frustration this matter may have caused him.
 
Our records indicated that [redacted]’s membership ([redacted]) is in good standing and paid through July/2018. Our records also show that his last renewal notice was disbursed on 2/2/2013, and he responded with a 5-year renewal payment of $63 that was processed on 3/14/2013.  As he mentioned in the complaint, AARP does periodically offer early renewal incentives such as free gifts or discounted pricing.  If he no longer wants to receive these notices, I would be glad to remove his information from our renewal offers mailing.
He may have also received “generic” promotional mail from AARP.  These pieces are distributed either in shared mail programs (promotional mailings bundled with other special offers from other companies), or as inserts to subscription publications.  The generic pieces are not addressed to a particular person or household, even though they may include an offer to “Renew your membership.”
 
The member was also concerned about what he characterized as a “ploy” to seek duplicate payments from our members. I’d like to share with [redacted] that 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.
 
Unfortunately, without seeing a copy of the original mailing that [redacted] received, I’m hindered from researching this matter any further.  If he would like the item researched, he can send the mailing to the following address:  AARP, Member Communications Ombudsman, 601 E Street, NW B7-211, Washington, DC 20049.
 
We regret that he has felt in any way misled by our mailing, and we will strive to win back his trust through our ongoing commitment to provide an excellent member experience for each of our millions of members.
 
Again, thank you for bringing this issue to our attention.  We hope this information is helpful.  If there is anything we can discuss with the member in the future, please don’t hesitate to contact us.
 
Sincerely,
 
Angelo *. B[redacted]
 
Member Communications
[email protected]

[redacted]
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Revdex.com of Metro Washington DC and Eastern Pennsylvania
411 K Street, NW, 10th Floor
Washington, DC 20005
RE: [redacted], Complaint # [redacted]
Dear [redacted]:
We are in receipt of your email dated December 15, 2014, forwarding the complaint of [redacted], #[redacted] regarding his payment made to open a new membership account with AARP. We have investigated this matter and welcome the opportunity to respond. 
 
Our review of [redacted]’s account found that his membership, #[redacted], is currently active and was paid through May 30, 2015. The record further indicates that we received [redacted]’s check for $12.50 on August 27, 2014.  AARP’s standard membership fee is $16.00 for 12 months.   Because his payment of$12.50 was less than the regular $16.00 for 12 months,  we enrolled him at a prorated rate for 9 months.  We apologize for any confusion he may have experienced regarding our membership dues prices.  Due to [redacted]'s current situation and his interest in AARP, I have extended his account for an additional 12 months and sent him an updated membership card showing his new expiration date of May 30, 2016.  [redacted] should receive his new card and AARP Membership kit within four weeks.  
 
For future reference, AARP offers a 5-year term for $63.00 which is a 21% savings over our one-year rate. We also offer a 3-year term for $43.00 which is a savings of 10% over our one-year rate of $16.00.  Should [redacted] have any further concerns or questions, he may contact our team and we will be glad to assist him further.
 
 You can reach us via email at,[email protected], or through the mail at:
AARPMember Communications 601 E St., NWWashington, DC  20049
Thank you again for bringing this matter to our attention. 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.
 Sincerely,
Member Communications [email protected] cc: [redacted]

May 23, 2014

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[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 regarding the complaint of [redacted] that she receives membership invoices from AARP although she has never requested a membership.  We apologize for any inconvenience these mailings may have caused and welcome the opportunity to clarify this matter.
 
Our records show that on January 30, 2014, someone purporting to be **. [redacted] visited the following website, www.qualityhealth.com, and responded to an AARP online advertisement by clicking the option to receive membership information and an invoice. . 
 
On May 12, 2014, **. [redacted] contacted AARP’s toll-free customer service number and requested a stoppage of the billing invoices. At that time, the credit order was cancelled. Regrettably, we cannot recall any invoices already in progress, and ask consumers to please allow 4-6 weeks for this change to take full effect.  **. [redacted] was still within the processing time as of her May 18, 2014 complaint to your office.  If for an unforeseen reason, **. [redacted] should receive any billing notices after June 23, 2014, she may call me directly on ###-###-#### and it would be my pleasure to assist her further. Or if more convenient, she may send the mailing to my attention at AARP, Member Communications Ombudsman, 601 E Street, NW, Washington, DC  20049.
 
Thank you again 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,
[redacted]
Member Communications Ombudsman
[email protected]

Dear Mr. [redacted],

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We are receipt of your complaint to the Revdex.com regarding your AARP Medicare plan insured through [redacted].  AARP Services, Inc. responds to all member correspondence.
After reviewing your complaint we can certainly understand your concerns and apologize for any stress and frustration you have experienced while attempting to get your payment issues resolved. 
When AARP works with a provider, such as [redacted], or establishes a relationship, we work very hard to ensure that we are getting the best value for our members and that we are working with the most reputable organizations.
AARP does perform quality control oversight for all our products and service and monitors this program on a continual basis.  We take seriously our commitment to the membership and make every effort to offer programs that will provide excellent service to our members while meeting their needs. Unfortunately AARP cannot access [redacted]’s records or provide any detailed insights into your plan or request for a payment history.  On your behalf I have reached out to our Escalations Team at [redacted] and forwarded them a copy of your complaint for review.  I have requested a representative contact you directly who is able to address your concerns regarding this matter in detail.  They will also be able to answer any additional questions you may have and any resolution that can be offered. They will reach out to you directly within 3-5 business days with their findings.  Due to privacy laws they will be unable to disclose their findings to AARP.  
Please note that the issues raised are monitored and included in reports to management for their review. In addition, our Board of Directors and Executive Team consult these reports when determining the future course of AARP.Our priority will always be to ensure that the products and services that carry the AARP brand meet our standards and provide value to our members.  
Should you require any additional assistance you may reach me at ###-###-####.
Sincerely,
Natasha W[redacted] | Quality Analyst, Member Relations
AARP Services Inc.

[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]

[redacted] Revdex.com of Metropolitan
Washington DC and Eastern Pennsylvania
1411 K St NW, 10th Floor
Washington, DC 20005-3404

Re: [redacted], ID #[redacted]
Dear [redacted]:
We are in receipt of your letter regarding [redacted]’s claim that AARP...

offered a free Driver Safety course to veterans in 2014, but he was required to pay the $20 registration fee. We have investigated this matter and welcome the opportunity to respond.
AARP invites veterans to commit to safer driving by taking our Smart Driver course, and in the past, we have offered promotions to veterans who register. However, AARP did not offer any military promotions in 2014, and the course fee was $20.00. Our records show that [redacted] completed the course in November 2014 after paying $20 for his registration.
Member satisfaction is important to AARP, and it is our pleasure to refund [redacted] his $20 registration fee for any confusion that may have been caused on AARP’s part. [redacted] can expect to receive his refund check within 10 business days.
Thank you again for bringing this matter to our attention. 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.
Sincerely,
Darlene G[redacted] Member Communications Ombudsman
[email protected]

June 4, 2015
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[redacted]
Revdex.com of Metropolitan
      Washington DC and Eastern Pennsylvania
1411 K St NW, 10th Floor
Washington, DC  20005-3404
 
            Re:  [redacted], ID #[redacted]
 
 
Dear [redacted]:
 
We are in receipt of your letter regarding the complaint of [redacted] that he has not received his membership cards after paying for his membership in
 
January 2015. We have investigated this matter and welcome the opportunity to respond.
 
 
As [redacted] stated in his complaint, he paid $16 in January 2015 for a one-year membership term. Our records show at that time, membership cards
 
were mailed to the address that is associated with [redacted]’s membership, which is also the same address shown in his complaint letter ([redacted]
 
[redacted], New York, NY  [redacted]). [redacted] contacted our toll-free customer service number in February and April 2015 because he still had not received his membership cards. On both occasions, new membership cards were mailed to him.
 
We are sorry to hear that [redacted] has not received his membership cards. Member satisfaction is important to AARP and I have given him a 6-month extension on his account for any inconvenience he may have experienced in having this matter resolved. His new membership expiration date is October 2016, and he can expect to receive his membership cards via [redacted] delivery by June 9, 2015, under Tracking #[redacted].
 
 
Thank you for bringing these concerns to our attention. I 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.
 
Sincerely,
 
Darlene G[redacted]
Member Communications Ombudsman
[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 the company is lying. "Without a sample of what he is receiving..." the company says. This is a lie. AARP has NEVER ONCE asked for a sample. I would provide it.
Further, I have emailed [email protected] to follow up, yet Hilary L[redacted] does not respond. The company is lying.
I still have at least one piece of mail from this horrible wasteful company. If they actually wanted to discuss the trash they are sending me, they could have. I have emailed and they do not respond.
Moreover, this is NOT GENERIC MAIL and it is SPECIFICALLY ADDRESSED to my wife, as discussed many times when I try to cancel this crap.
[redacted]
Falling Waters, WV [redacted]
That's the address. Make it stop. Just make it stop. I am fed up with this company's inability or unwillingness to make something so simple stop. The back of the envelope says "please recycle". I'm asking them to PLEASE STOP THE WASTE.Regards,
[redacted]

September 10, 2014
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[redacted]
Revdex.com of Metro Washington DC and Eastern Pennsylvania
1411 K Street, NW, 10th Floor
Washington, DC  20005
            RE:  [redacted], Case #[redacted]
Dear [redacted]:
We are in receipt of your letter regarding the complaint of [redacted] that he continues to receive email communication from AARP despite his efforts to have the email stopped. We have investigated this matter and welcome the opportunity to respond.
[redacted] shares a joint membership with [redacted], account, # [redacted]. The email address on file for [redacted] is [redacted], and [redacted]’s email address is [redacted].
[redacted] contacted AARP via online on August 4, 2014 to request a stoppage of email at his address. As requested, the following email address was added to AARP’s suppression list: [redacted].  We informed [redacted] that it would take 10 days for the suppression to take full effect. Our records show the last email that was sent to [redacted]’s email address from AARP was dated August 2, 2014. Because we do not have a copy of the email that [redacted] referenced in his complaint letter, we cannot be sure of the actual mailing that he received.
AARP makes every attempt to comply with stop solicitation requests, and we are sorry to hear that [redacted] is still receiving email.  We ask that he please send us a copy of the email for us to investigate this matter further. He may send it to my attention at [email protected], or if more convenient, he may mail a copy to AARP, Member Communications Ombudsman, 601 E Street, NW, Washington, DC  20049.  [redacted] may also contact me if he would like for us to add [redacted]’s email address to AARP’s suppression lists. I can be reached on ###-###-####.
I hope this information has been helpful. Member satisfaction is important to AARP.  We look forward to receiving the requested information and resolving [redacted]’s concerns.
Sincerely,
Darlene G[redacted]
Member Communications Ombudsman
[email protected]

December 2, 2015
0pt; line-height: normal;"> 
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]. The issue is in regards to a claim denial for an accident the Member
was involved in. The basis for the denial, according to The [redacted], is the
Member failed to update his policy with his new car information. The Member has
stated he contacted The [redacted] on multiple occasions to update his policy and
have provided the dates. This complaint has been referred to me for
investigation and response.
 
After reviewing [redacted]’s complaint, we can certainly understand his concern over the claim
denial. When AARP works with a provider or establishes a relationship, we work
very hard to ensure that we are getting the best value for our members and that
we are working with the most reputable organizations. We take it to heart
whenever a member contacts us to express their dissatisfaction with this
program
 
In an effort to
assist, I have escalated [redacted]’s concerns to The [redacted] for their
review and investigation. I have requested for The [redacted] to conduct a full
investigation into the issues and concerns referenced in his complaint and I
have asked for The [redacted] to review any phone calls made to them by the
Member (this option is only applicable if calls are recorded). [redacted]
should expect to receive a response from The [redacted] within the next few days.
A copy of their response will also be forwarded to AARP. [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 The [redacted]
 
Thank you for bringing
this issue to our attention.
 
 
Sincerely,
 
Jazmine C[redacted]
Member Relations
AARP Services, Inc.
650 F Street, NW
Washington, DC 20004
[email protected]

Date: Thu, May 12, 2016 at 5:54 PMSubject: For [redacted]: Response to complaint #[redacted]-[redacted]To: "[redacted]" <[redacted]>Cc: Executive Correspondence <[redacted]>Mr. [redacted]Revdex.com of Metro Washington DC and Eastern Pennsylvania1411 K Street, NW, 10th FloorWashington, DC  20005Re: [redacted]-Complaint # [redacted]Dear Mr. [redacted]:This concerns the rejection of AARP’s response to Ms. [redacted]’ complaint, #[redacted], filed with your office on 4/25/2016.  The original complaint regards AARP renewal notices being sent to Ms. [redacted]’ home shortly after making her renewal payment.  We have taken another look at this matter and welcome the opportunity to respond. Please know that AARP makes every effort to comply with stop solicitation requests.  According to our records, Ms. [redacted]’ last payment of $16.00 was posted to her account on 3/17/2016 for an additional 12 months, and her account is paid through 4/30/2017.  Ms. [redacted]’ account shows that on 3/25/2016 a suppression was put in place to stop AARP renewal notices.  Please note, any mailings already in progress cannot be recalled and we ask Ms. [redacted] to allow up to six weeks, or by 5/6/2016, for the adjustment to take full effect. Unfortunately, not being provided a copy of the specific mailing(s) being delivered to Ms. [redacted], we are hindered in researching the matter more thoroughly.  Should she receive renewal notices after May 6, 2016, she may send the mailing directly to research the matter further.  I can be reached at, [redacted], or through the mail at: AARP, Member Communications Ombudsman, [redacted] **, NW, Washington, DC  20049, Attention: Hilary L[redacted].I’d also like to explain that AARP cannot create different renewal notice cycles for individual members.  All members participate in the same renewal stream.  We do offer an Auto Renew option; Ms. [redacted] may find AARP’s Continuous Membership Service Program of interest.  Once enrolled, her membership would be automatically renewed annually.  Using a credit card to enroll in the program, Ms. [redacted] would be charged for a one-year membership/renewal at the discounted rate of $12.00.  After the first year, she will be charged the regular rate of $16.00 each year for an additional 1-year membership.  A notification will be sent, 90 days prior to the membership’s expiration date, to remind the member that the account will be automatically renewed and their credit card on file will be charged.  Members may, of course, opt out of the program at any time.  To sign up, Ms. [redacted] may call us toll-free at: 1-888-OUR-AARP (###-###-####).As I mentioned in the original response, it’s AARP’s long-standing policy 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.Thank you again for bringing this matter to our attention. Contact me directly should you or Ms. [redacted] have any questions. 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 LMember Communications Ombudsman

[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]

February 23, 2016
[redacted]
Revdex.com of Metro Washington DC and Eastern Pennsylvania
1411 K Street, NW, 10th Floor
Washington, DC 20005
Re: [redacted], File #[redacted]
Dear [redacted]:
We are in receipt of your letter regarding the complaint of [redacted] that his wife, [redacted]...

[redacted], completed AARP’s Defensive Driving Class, but has not received her certificate despite their requests to have it mailed to them. I welcome the opportunity to respond.
Upon our investigation into this matter, we identified a technical glitch in our programs, which delayed the processing of [redacted]’s certificate. The problem was identified and promptly corrected on February 5, 2016, and [redacted]’s certificate was mailed to her on February 8, 2016. If as of today, [redacted] has not received her certificate in the mail, I ask that she please contact me directly on ###-###-#### and I will be happy to further assist her.
Member satisfaction is important to AARP, and we would like to apologize for our program error and any inconvenience [redacted] may have experienced in having this matter resolved. This experience is not at all what we want for our course participants and we will happily issue [redacted] a full refund for the course fees. She can expect to receive her refund within 2-3 weeks.
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,
Darlene G[redacted]
Member Communications Ombudsman
[email protected]

I have received four notices to pay for a membership I never ordered. I have sent back their invoices asking to be removed from their mailing list. I received yet another nasty "pay now!" notice yesterday. I called AARP this morning and actually talked to a representative who told me it was for a renewal (I've never had a membership). After telling her I would contact the Revdex.com she said she would remove me from future mailings. We'll see! I do not like AARP, have never had a membership and don't ever want one. What a scam!!

[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:
The picture below represents a screen shot of the emails received from just prior the date they were supposed to stop, until now.  The first one was on August 13, for a total of 9.  Note that they are from AARPdiscounts, and I have requested ALL communications to stopRegards,
[redacted]

[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.  Assuming they actually follow through with this statement, which in my experience they do not.
Regards,
[redacted]

[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 Travel has done nothing to rectify/change the situation.Their business/advertising practices remain dishonest and unacceptable.I will continue to do whatever I can to warn other potential customers.I will never use AARP Travel or [redacted] again.
Regards,
[redacted]