AARP

April 16, 2014

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[redacted]
Revdex.com of Metropolitan
      Washington DC and Eastern Pennsylvania
[redacted]
           
            Re:  [redacted]
*
Dear **. [redacted]
*
We are in receipt of your letter regarding the complaint of [redacted] that he continues to receive unwanted solicitations from AARP despite his efforts to have the mail stopped. We have investigated this matter and welcome the opportunity to respond.
 
Please know that AARP makes every effort to comply with stop solicitation requests.  However, we do not have record of receiving any previous stop solicitation requests from [redacted] at the address that he provided in his complaint ([redacted]). We would like to apologize for any frustration [redacted] may have experienced in this matter and it is our pleasure to honor his stop solicitation request at this time.
 
We confirm that as of April 16, 2014, [redacted] name and following address ([redacted]) have been added to all of AARP’s suppression lists.  We ask consumers 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 includes 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 for an unforeseen reason [redacted] should receive any additional mailings after July 9, 2014, he may call me directly at ([redacted] and it would be my pleasure to assist him further.  I ask that he please have the solicitation available at the time of his call, as each mailing has specific codes that will help us to suppress his name more effectively.  If more convenient, he may mail the solicitation to my attention at:  AARP, Member Communications Ombudsman, [redacted]
 
AARP also distributes “generic” promotional mail as part of our overall membership development program. These pieces are distributed either in shared mail programs (i.e. promotional mailings bundled with other special offers from other companies), or as inserts to subscription publications. These pieces are neither addressed to nor targeted to a particular person or household. Although the language on some of these generic pieces does include an offer to “Renew your membership,” these are mass mailings rather than targeted solicitations and we do not know or have control over who receives the solicitation or if the recipient is already an AARP member or if they live in a 50+ household.
 
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
[redacted] 
*

In its Mission Statement, AARP says: " We advocate for consumers in the marketplace by selecting products and services of high quality and value to carry the AARP name as well as help our members obtain discounts on a wide range of products, travel, and services."
And yet, they not only offer up a company like [redacted], whose experience with regard sanctions, including fines of significant amounts by both the federal government and by state Insurance Departments (along with adverse court judgments) is a matter of public record. Additionally, I came across four different websites (and I suspect there well may be more) where one can find a litany of complaints against this company (with one of them, as I recall, having over 400 such entries).
Yet, when one complains to AARP that a company to which it lends its name to--"[redacted] Preferred"--fails to respond in a timely and appropriate manner to complaints made about one or more of the things it has done (or, conversely, has failed to do), what does AARP do?
Well, AARP engages in the very same sort of practices about which you are complaining about!
They do not respond on a timely basis to fax messages (including those addressed to the CEO and the CFO0; they do not respond on a timely basis to e-mails (even those making a specific request that they do so.
When you call their main office, you generally get a well-meaning--but seemingly not properly trained--individual who, while seemingly interested in trying to provide some assistance, is apparently not provided with some sort of an organization chart that will help her in deciding were it is your call should be forwarded to. (One individual, in response to my suggestion that she check around to see to whom it might be that my call should be forwarded to, disclosed the information that she did not have the ability to make calls.
When she checked with her supervisor, she told me that her supervisor told her to tell me to call [redacted]/ (Keep in mind here, if you will, that the reason I was calling AARP was to complain about the fact that [redacted] WAS NOT returning my telephone calls!)
Additionally, of the upwards to a dozen e-mails that I have sent to AARP (with one address being listed on this Revdex.com site), only one of them (sent, not to the address on this site, but to [email protected]), only one received a response. And that response was "I don't know how to answer your question." When I responded by suggesting (not once, but on three separate occasions) that the person should pass along my e-mailto the person or department that had the capability to do or (or, failing that, to her manager), "the sound of silence" followed.
I have had two rather brief telephone conversations with an individual at AARP on this matter who, if I understood her correctly, is tasked with handling complaints such as mine. Although was my clear impression that she'd get back to me, and keep me updated on progress (if any) being made, this has not happened.
On each of my more recent attempts to communicate with AARP, I clearly include--in the Subject of the message--the request that the e-mail be forwarded to that particular person.
I don't know if my e-mails are even being read. If they are, I can't tell if the person reading them is ignoring my request to forward them along as requested, or if that particular individual is doing the ignoring.
The bottom line, however, is this: there clearly seems to be a rather huge disconnect between what AARP SAYS its interests and mission are, and what AARP's ACTIONS say they are.
In short, from my perspective, AARP has absolutely no problem at all matching up to"AARP [redacted] (a/k/a [redacted] when it comes to stonewalling!

[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: Please see attached.[redacted] has sent me an answer and I have responded. They both speak for themselves. [redacted]'s response is just a fabrication of the facts. AARP endorses [redacted]'s insurance plans. By endorsing the plans, and being paid to do so, they have made themselves a party to the entire process. To put this in simpler terms, what happens if AARP endorses a product that injures people? They may not have a dollar liability, but they do have the responsibility of making sure the problem is corrected or stop endorsing the product. Their statement of no direct responsibility is pure nonsense. They duck the problem. Are they reallt a non-profit? 
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:
Regards,
[redacted] Your solution does nothing for the fact that you advertise right there on the envelope ,that " YOUR CARD IS ENCLOSED". This sets up a possible I.D. theft. Perhaps you have enough trust in your world that no one will steal your identity, but the fact is that there is an increasing risk that could vary well  happen. The bottom line is that you are setting people up to have their lives altered in a not so pleasant way!!!!!!!!!!!!!!!!!!!!!!!!!!!!!CEASE AND DESIST YOUR METHOD IMMEDIATELY !!!!!!!!!!!!!!

July 15, 2015
Ms. [redacted]
Revdex.com of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005
Re:   [redacted], ID #[redacted]
Dear Ms. [redacted]:
 
We are in receipt of your letter regarding the complaint of [redacted] that AARP sends her membership invoices although her account is paid through August 2016. We have investigated her concerns and welcome the opportunity to resolve this matter.
 
Our records show that on February 22, 2015 at 12:25pm, someone purporting to be [redacted] visited the following opt-in website, www.qualityhealth.com, from IP address, [redacted], and responded to an AARP advertisement by clicking the option to receive membership information and an invoice.  AARP’s online membership acquisition program has a number of processes in place to help detect duplicate names and addresses that may already exist in our membership database to prevent current members from receiving membership solicitations and invoices in error. Unfortunately, the system is not infallible given the sheer volume, similarities and variations of names.
 
Our records also show that Ms. [redacted] contacted AARP’s toll-free customer service number in March and May 2015 specifically regarding renewal notices, not invoices. However, because of either a miscommunication or oversight on AARP’s part while investigating Ms. [redacted]’s account, the erroneous invoice associated with her membership was not identified at that time. We apologize for any inconvenience she may have experienced in having this matter resolved.
 
We confirm the invoice has been cancelled as of July 14, 2015. Regrettably, we cannot recall any mailings already in progress and ask that Ms. [redacted] please allow 4-6 weeks for the invoice suppression to take full effect. If for an unforeseen reason she should receive any additional mailings after August 25, 2015, she may contact me directly on ###-###-#### and it would be my pleasure to assist her further.
 
Member satisfaction is important to AARP, and to show our appreciation for Ms. [redacted]’s patience as we resolved this matter, it is our pleasure to offer her a complimentary 6-month extension on her membership. Ms. [redacted]’s new membership expiration date is February 28, 2017, and she can expect to receive her new cards within 3-4 weeks.
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
[redacted]

March 11, 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], #[redacted]
Dear **. [redacted]:
I am writing regarding the complaint of **. [redacted], #[redacted], that was filed with your office on February 27, 2014, and transferred to our office for handling. The complaint is regarding **. [redacted]’s concern that she is still receiving AARP solicitations despite attempts to have them stopped.  We have investigated her concerns and welcome the opportunity to respond.
In reviewing **. [redacted]’s claim, we tried locating an account either under her name or address and found none.  **. [redacted] is probably receiving such notices because AARP sends promotional membership materials to age-eligible non-members and to previous members to invite them to join the Association. Service providers also send information to current and prospective members on the services they provide.  Unfortunately, sometimes solicitations may be sent in error either to current members or, as in **. [redacted] case, to non-members who are under 50. This could occur when there is a variation of the last name or address that causes sending the unnecessary mailing. 
As requested, I have suppressed all AARP and AARP Service Provider mail to the name and address indicated in the case form:
[redacted]
            [redacted]
            [redacted]
We ask that **. [redacted] please allow 12 weeks for this 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 Service Provider lists is 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.
Should **. [redacted] continue to receive AARP solicitations after May 30, 2014, we will need to know the name, address, and codes printed on the AARP mailing sent to her in order to obtain the specific source from which we received her name and address. She may email me the information directly at, [email protected], or send it to me through the mail at the following address, and it would be my pleasure to assist her further. 
AARP
Attention: [redacted], Member Communications Ombudsman
601 E St. NW,
Washington, DC  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,
[redacted]
Member Communications
cc: [redacted]

From: Revdex.com of Metro Washington DC<[email protected]>Date: Fri, Mar 13, 2015 at 9:23 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>
---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Thu, Mar 12, 2015 at 7:50 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>I'm still getting mail from AARP and its related organizations. Today's letter is misleading because it says I must reply by April 1, 2015.
I've asked AARP remove me from all their mailing lists and the list of their related organizations and they are ignoring my requests.

Dear Ms. [redacted],

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We are receipt of your complaint to the Revdex.com regarding the AARP dental benefits insured through [redacted].  AARP Services, Inc. responds to all member correspondence.
After reviewing your complaint we can certainly understand our concerns and apologize for any frustration you have experienced in regards to the information as it relates to the [redacted] HMO plans through [redacted].  
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. We did review the website as you suggested. Per the information provided on the website, members pay set copayments, with no deductible and no annual benefit limit, 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 at that time. They will reach out to you directly within 3-5 business days.  
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.

July 30, 2015
 
 
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 June 12, 2015 and transferred to our office for handling. The complaint is regarding [redacted] concern that he continues to receive solicitation mailings from AARP after contacting them.  We have investigated his 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 him.  Our records indicate that an AARP account ([redacted]4) was created in the names of [redacted]. and [redacted] at [redacted] Fort Wayne, IN [redacted] in September/2000 that expired in September/2001.  The member later requested a change of address to [redacted] Fort Wayne, IN [redacted] in April/2008, and another request to suppress the changed address from future mailings was performed in our system on March 27, 2013.  However, neither one of the aforementioned addresses are listed on the member’s complaint.  Our records also reflect that another account ([redacted]) was initiated by the member in February/2015 based on a system match identifying the same date of births. [redacted] elected to cancel this account on June 12, 2015, which generated a $10.47 refund that was prorated and issued as a result of the early cancellation. The address associated with this membership account is [redacted] Fort Wayne, IN  [redacted], which is the same address referenced in the member’s complaint.
 
As of today, July 28, 2015, the names of [redacted] and [redacted] and the following addresses were added to all of AARP’s suppression files:
 
[redacted]                                   ...⇄ [redacted]
Fort Wayne, IN  [redacted]                                  Fort Wayne, IN  [redacted]
 
AARP also distributes “generic” promotional mail as part of our overall membership development program.  These pieces are distributed either in shared mail programs (i.e. promotional mailings bundled with other special offers from other companies), or as inserts to subscription publications. These pieces are neither addressed to nor targeted to a particular person or household.  Although the language on some of these generic pieces does include an offer to “Renew your membership,” these are mass mailings rather than targeted solicitations and we do not know or have control over who receives the solicitation or if the recipient is already an AARP member or if they live in a 50+ household. 
 
We ask that **. and [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 October 21, 2015, he may call me directly at ###-###-####, and it would be my pleasure to assist him further.  We ask that he please have the mailing available, as each notice has specific codes that will help us suppress his name and address more effectively. 
 
If more convenient, he may send the mailing to me at the following address: AARP, Member Communications Ombudsman, 601 E Street, NW B7-225, 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 *. B[redacted]
Member Communications
[email protected]

From: [redacted]<[redacted]@[redacted].com>Date: Tue, May 19, 2015 at 1:59 AMSubject: Resolution to my complaint #[redacted]To: [redacted]@Revdex.com.org
   I received your email dated 5/12/2015 about a resolution; The problem is you gave me a choice to accept their resolution without out stating what their resolution was in the email, so I couldn't make a response either way.  What ever their proposed resolution was  am asking for a $500.00 cash harassment payment from them in addition to whatever they were proposing as I have received another mailing from them (on 5/16/2015); As I stated previously, I want no further contact from them for any reason and I want my name and personal information permanently removed from their files.

[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]

[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's boiler-plate canned response is carefully formulated to sound like a solution to the problem but in reality is just a means to discount the validity of the complaint provided. 
I had also called the local Austin AARP line multiple times as
well. Once again, I need to wait 4-6 weeks, as it is possible there are other
mailings already in the works. This doesn't really address the fact that I have
made multiple requests to stop contacting me, including each piece of mail returned. If these requests had been
honored, at this late juncture there should be NO additional possible mailings.
Also, the mass mailing efforts referred to in which "we do not know
or have control over who receives the solicitation or if the recipient is
already an AARP member or if they live in a 50+ household" is a very
ineffective sloppy means of advertising which is mass targeted to all
individuals. Basically, this fully illustrates that no attempt is made to
determine if an individual is already a member or no care is taken to
discontinue annoying contacts to individuals who have expressed their
displeasure for this intrusive advertising that is a waste of natural
resources. Basically, this is a paper version of spamming, telemarketing, or robocalls, except I have no means to block the sender.  In other words, this is a form of blatant in-your-face advertising that really doesn't care what you want or think, because we're just going to do it anyway. This invalidates the
response "through our actions we have demonstrated our commitment to
enhancing the quality of life for all, as a responsible, effective consumer
advocate." Funny I should have to clarify that.
Also,
I do not have the time or desire to keep all this company's mailings and
contact them at the time of each transgression. Rather, as I have stated, if
you send me a postage-paid envelope, I will return your mailings to you taped to some of the heaviest items I can find and I hope it costs a small fortune in postage fees. That is my action to demonstrate my commitment to insisting that my right to privacy is respected as requested.
Regards,
[redacted]

0px; DISPLAY: inline !important; FONT: medium 'Times New Roman'; WHITE-SPACE: normal; FLOAT: none; LETTER-SPACING: normal; COLOR: rgb(0,0,0); WORD-SPACING: 0px; -webkit-text-stroke-width: 0px">Dear [redacted]
Thank you for contacting the Revdex.com and allowing AARP this opportunity to respond to your concerns regarding the AARP Travel Center powered by [redacted]. AARP Services, Inc. monitors member correspondence pertaining to the AARP-branded products and services.After reviewing your concern, I acknowledge your frustration with paying in full at the time of booking. When AARP receives questions or concerns about our branded services, we contact the appropriate provider for assistance. On your behalf, I reached out to the Escalations team at [redacted] and requested they review your hotel reservations.While I understand that you are dissatisfied with paying at the time of booking, hotels generally require full payment when you make your reservation. You may still make changes or cancellations depending on the hotel policy. Note that [redacted] will not charge you any change or cancellation fees, but you will be responsible for any fees and/or penalty the hotel may charge. In your case, you have cancelled six of the seven itineraries and these have been refunded in full.[redacted] has informed us that one itinerary remains active, [redacted], and you may cancel without penalty by June 26, 2015 (3PM CST). I also understand that [redacted] shared their Best Price Guarantee offer, which states that [redacted] can match any lower prices found within 24 hours of booking. Regrettably, [redacted] was not informed of the cheaper rates you located within 24 hours of your reservations; otherwise they would have been able to consider those prices.AARP will continue to monitor the relationship with [redacted] and will make changes and improvements as needed. 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. As part of its quality control, AARP Services, Inc. reviews, monitors, and provides feedback to providers.Thank you for bringing your concerns to our attention. We appreciate your feedback and value your membership.Sincerely,Hillary M[redacted]Member [email protected]

[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]

Dear [redacted],

class="MsoNormal">We are in receipt of your complaint to the Revdex.com regarding a commercial you saw for the AARP Medicare Branded products from [redacted].  AARP Services, Inc. responds to all complaints as they relate to our product and service offerings.
AARP is aware that we cannot accommodate all members with regard to our health insurance program.  
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. Please note AARP is not in the position to personally advise members on their insurance needs as we do not market or sell insurance or any other product.  AARP does encourage AARP members and non-members to evaluate their needs before purchasing any insurance plan or product. Additionally, the solicitations and advertisements are not sent out by AARP, but by the individual providers offering the services to AARP members. As a non-profit membership organization AARP is not allowed to market on behalf of these providers.
In reference to Medicare plan options, federal plans are governed by [redacted], or [redacted] is the U.S. government agency under the U.S.  Department of Health & Human Services that oversees and administers Medicare programs. [redacted] determines the rules and regulations that govern how an insurer, such as [redacted], must operate a Medicare program such as the AARP Medicare plans. It is incumbent on an insurer to strictly follow all of these guidelines.Medicare Supplemental plans are state driven. 
If you would like to learn more about Medicare plan options, rules, guidelines or information please visit http://www.medicare.gov
You may also contact the AARP Medicare Supplement Program directly at ###-###-#### or AARP Medicare Complete/Advantage at ###-###-#### with any specific questions or concerns you may have at this time.
I hope this information is helpful.  If you require any additional assistance please let us know.
 
Natasha W[redacted], Quality Assurance Analyst
AARP Services Inc.

Good afternoon,

class="MsoNormal">This is in response to Mr. [redacted]’s complaint filed against AARP and [redacted].  In Mr. [redacted]’s complaint he states that neither AARP nor [redacted] will take responsibility for what he feels is a denial of a quoted price for medication.
I initially spoke to Mr. [redacted] on March 18, 2015 and then I contacted [redacted] to review the pricing for [redacted]. After hearing back from [redacted], I called Mr. [redacted] on April 2, 2015 and per that conversation I contacted [redacted] again to ask additional questions.
In our research, AARP was informed by [redacted] that Mr. [redacted] received an initial quote on the [redacted] website for a trial claim for a quantity of three pills for 90 days.  The price quoted for this claim was $95.87.  [redacted] provided AARP with documentation supporting this quote.  The member submitted a payment for the $95.87 based on the trial claim he performed. 
[redacted] received a prescription from Mr. [redacted]’s doctor for a quantity of 24 pills for 90 days; the price for the quantity of 24 pills is $766.98.  [redacted] informed AARP that this order was canceled by Mr. [redacted] and a refund was placed on his credit card ending in 2477. 
Mr. [redacted] feels that AARP is not working on his behalf.  I explained that while AARP has a relationship with [redacted] and other providers, AARP itself is not the provider of the service and therefore any resolution has to come directly from the provider, [redacted].   
During our April 2, 2015 conversation I learned that Mr. [redacted] had attempted to send me his screenshot reflecting the cost of [redacted] for one pill based on a 365 day supply, but it was not received.  He resent the screenshot to me and I forwarded to [redacted].  Lastly, on April 8, 2015 I spoke to Mr. [redacted] and explained the below information provided by [redacted]. 
“Mr. [redacted] ran a trial claim for 1 pill for a day supply of 365 days at [redacted] and checked the box to provide the CHD (mail order) pricing. When you check that box the system does some calculations to give a 90 day supply price as mail order is sent out in 90 day supplies. So in this case it took that he needed 1 pill every YEAR (he entered 365 days) so the system calculated how many ‘pills’ that would mean for 90 days which in this case was 0.247 of a pill. Now we all know that the pill can’t be broken up like this but I believe the member was trying to figure out what the price of one pill is and didn’t read the disclaimers on how the pricing tool works. We get this quite a bit with the mail order and our web enhancements are going to account for it but for right now he needs to understand that if he did the math on this it would make more sense. I put it below for AARP how the system would calculate this.
 Quantity- 1 pill / 365 days = .002739 a day x 90 days= 0.2465 pills per 90 days
The price calculation is similar it’s giving you the discounted price of what a quarter of a pill will be so to speak. The member ran several trial claims and the member saw what the discounted price of each pill will be. He ran claim for 90 pills for 90 days several times as well as running 6 pills for 90 days in February and then 24 pills for 90 days in March. The quantity of 3 that he is disputing running is from when he ran a claim on 2/23 for 12 pills for 360 days it generated the 3 pills for 90 days at mail order which gave him the $95.
The website is very clear that prices can fluctuate, additionally he never ran a trial claim on the quantity that was prescribed prior to this issue therefore the quote would be null and void”.
Lastly, [redacted] stated that they have attempted to explain the above to Mr. [redacted] but he still contends the price of $7.89 per pill should be honored by [redacted].
At this time, we are considering this matter closed.  [redacted] has provided a detailed explanation as to the price differential and as such we are unable to be of any further assistance in this matter.
If additional information is needed, I may be reached at ###-###-####.
Sincerely,
Natasha W[redacted] | Quality Analyst, Member Relations
AARP Services Inc.

Review: I have called AARP twice this year and have sent back their paperwork wanting me to join with letters to remove my name and address from their records. I continue to get mail requesting an address correction or paperwork to join their company. I have been at this for more than 5 yrsDesired Settlement: I want my name and address and any other personal information removed from their data base immediately.

Business

Response:

April 15, 2013

Review: I continue to receive mailings from AARP that have "Card Inclosed" printed on the outside of the envelope after repeated contacts with them to cease and desist. They are opening me and others up to identity theft. You really need to stop this practice of sending unwanted membership cards in the general mail and help put an end to identity theft.Desired Settlement: Hoping that you put an end to this out of control issue

Business

Response:

July 10, 2014

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 June 25, 2014 and transferred to our office for handling. The complaint is regarding [redacted]’s concern that he has received numerous unwanted mailings from AARP that never stops. We have investigated his concern and welcome the opportunity to resolve this matter.

AARP makes every effort to comply with stop unwanted mailing requests. I apologize for any aggravation that these mailings may have caused him. Our system reflects that [redacted]’s account ([redacted]) was established in the names of [redacted] and [redacted] in March/2004 and expired June/2013. Our records also indicate that we received communication via telephone on 6/4/2014 and 6/25/2014 from the complainant requesting that these mailings cease, and a suppression regarding our service providers was performed on 6/4/2014. As of July 10, 2014, I confirm that the names of [redacted] and [redacted] and the following address have been added to all of AARP’s suppression files:

AARP also distributes “generic” promotional mail as part of our overall membership development program. These pieces are distributed either in shared mail programs (i.e. promotional mailings bundled with other special offers from other companies), or as inserts to subscription publications. These pieces are neither addressed to nor targeted to a particular person or household. Although the language on some of these generic pieces does include an offer to “Renew your membership,” these are mass mailings rather than targeted solicitations and we do not know or have control over who receives the solicitation or if the recipient is already an AARP member or if they live in a 50+ household.

We ask our members to please allow 12 weeks for this request to take full effect. However, [redacted]’s complaint was filed prior to the completion of the 12-week timeframe. 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 any additional mailings after October 2, 2014, he may call me directly at ###-###-####, and it would be my pleasure to assist him further. He should have the solicitation mailing available when he calls, as each notice has specific codes that will help me suppress his name and address more effectively.

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]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Regards,

[redacted] Your solution does nothing for the fact that you advertise right there on the envelope ,that " YOUR CARD IS ENCLOSED". This sets up a possible I.D. theft. Perhaps you have enough trust in your world that no one will steal your identity, but the fact is that there is an increasing risk that could vary well happen. The bottom line is that you are setting people up to have their lives altered in a not so pleasant way!!!!!!!!!!!!!!!!!!!!!!!!!!!!!CEASE AND DESIST YOUR METHOD IMMEDIATELY !!!!!!!!!!!!!!

Business

Response:

From: Executive Correspondence<[email protected]>

Date: Tue, Oct 21, 2014 at 6:31 PM

Subject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: [redacted] <[redacted]>

Cc: [redacted] <[redacted]>, Executive Correspondence <[email protected]>

Hello [redacted],

I am writing to ask that the below response to this rebuttal be included with this case. Thank you for your assistance.

Carrie

Carrie S[redacted] AARP Member Communications

October 21, 2014

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 in receipt of your notice regarding [redacted]’s rejection of our initial response regarding numerous unwanted mailings from AARP. We have revisited [redacted]’s complaint and welcome the opportunity to respond to his concerns again.

[redacted] stressed his concern for the mailing envelope advertising that cards are enclosed and could possibly create an identity theft issue for members. The membership cards that are mentioned as “enclosed” on the mailings aren’t permanent membership cards. They do not correspond with any information that we keep stored in our database for our members. Even in [redacted]’s situation where the membership has been expired, permanent membership cards won’t be disbursed until a payment is submitted to reactivate the account so these cards can’t be linked to anything regarding identity theft. AARP takes identity theft very seriously as it remains one of the fastest-growing crimes in the U.S. and can be devastating, exposing millions of Americans to the risk of ruined credit each year.

As stated in my previous response, AARP also distributes “generic” promotional mail as part of our overall membership development program. These pieces are distributed either in shared mail programs (i.e. promotional mailings bundled with other special offers from other companies), or as inserts to subscription publications. These pieces are neither addressed to nor targeted to a particular person or household. Although the language on some of these generic pieces does include an offer to “Renew your membership,” these are mass mailings rather than targeted solicitations and we do not know or have control over who receives the solicitation or if the recipient is already an AARP member or if they live in a 50+ household.

We ask our members to please allow 12 weeks for this request to take full effect. However, [redacted]’s complaint was filed prior to the completion of the 12-week timeframe. 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.

Please consider this communication as confirmation that the names of [redacted]. and [redacted] and the address at [redacted] were added to all of AARP’s suppression files.

Again, we apologize for any frustration or inconvenience that these mailings may have caused [redacted].

Sincerely,

Angelo *. B[redacted]

Member Communications

[email protected]

Review: I booked a car rental for the UK for days at a quoted price of GBP per day INCLUDING ESTIMATED TAXES AND FEESThe price I had to pay the rental car company was GBP per dayThat is 59.6% higher than the quote, which amounts to representationI have complained to the AARP and they say there were additional fees they did not know aboutSo it was advertising to say the quote included taxes and fees.Desired Settlement: I want them to make their website more accurateI do not plan to use them again to book a car rental for the UKI will use a European siteI have used this company repeatedly for multiple trips every year since 2006, but this is the first time their quote was not even close to accurateIt looks as though they are trying to make themselves look better than they really are
Business
Response:
Dear **[redacted],
This is in response to our phone conversation today regarding your Revdex.com complaint in reference to your car rental experience using the AARP Travel Center powered by [redacted]
As mentioned, AARP Services responds to all member concerns as they relate to our product and service offerings
On your behalf, I have escalated your concern/issue to the Escalation Team we work with at [redacted] and requested a represntative reach out to you directly to address your concerns over the pricing of your rental and the conversation rateYou will be contacted by an [redacted] representative within the next 3-business days to address your concernsA copy of their response will be forwarded to AARP for review
AARP takes seriously its commitment to the membership, and monitors all programs on a continual basisOUr priority will always be to ensure that the products and services that carry the AARP brand meet our standards and provide value to our membersWe apologize for any dissatisfactin and will continue to work with all of our providers to ensure that this priority is met
Thank you for bringing your concerns to our attention and thank you for being a member
Thank You

Review: I have asked to be removed from AARP's mailing list in the past. Today I received another solicitation in the mail. I am not even 50 years old yet.Desired Settlement: Don't call me, I will call you.

Business

Response:

August 5, 2013