AARP

Dear [redacted] , Thank you for contacting the Revdex.com and allowing AARP to respond to your concernsAARP Services, Incmonitors 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 frustrationI initiated a request with [redacted] to remove her name and your addressWe ask our members to please allow weeks for the suppression to take full effectWe know 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 providersWhile we are able to suppress our own mailing very quickly, ending those of our providers takes longerOur 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 setThe first opportunity to remove names from the mailing list is in many cases the mailing set to go out the third monthFor 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 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, IncF Street, NWWashington, DC

January 21, [redacted] Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania K St 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 she has not received her premium Cooler BagWe have investigated this matter and welcome the opportunity to respond As [redacted] stated, AARP offers premium gifts to members for joining or renewing their membershipWe ask members to please allow 6-weeks after payment is processed for delivery of their premiumsOur records show that [redacted] joined AARP on October 29, under membership # [redacted] A premium Cooler Bag was shipped on October 30, and December 22, to the address associated with [redacted] ’s membership, [redacted] , Pembroke Pines, FL ***We are sorry to hear that [redacted] did not receive her orders and for any inconvenience she may have experienced As requested, it is my pleasure to express ship [redacted] two (2) premium Cooler Bags via [redacted] delivery, which she can expect to receive by January 30, Member satisfaction is important to AARP and we would also like to offer [redacted] a 3-month complimentary extension on her membership with the new expiration date of January 31, [redacted] can expect to receive her new cards within 2-weeks Thank you again for bringing this matter to our attentionWe 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]

Revdex.com of Metro Washington DC & Eastern Pennsylvania (Washington, DC) Better Business Bureau 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 inThe basis for the denial, according to The [redacted] , is the Member failed to update his policy with his new car informationThe Member has stated he contacted The [redacted] on multiple occasions to update his policy and have provided the datesThis complaint has been referred to me for investigation and response After reviewing [redacted] ’s complaint, we can certainly understand his concern over the claim denialWhen 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 organizationsWe 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 investigationI 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 F Street, NW Washington, DC [email protected]

August 14, 12pt;"> Revdex.com of Metro Washington, DC and Eastern PA K Street, NW 10th Floor Washington, DC Re: [redacted] F [redacted] , Complaint # [redacted] To whom it may concern: We are writing regarding the complaint of Ms [redacted] F [redacted] that was filed and transferred to our office for handling on July 27, The complaint is in regards to AARP declining to refund upon request her membership cancellation of $along with a $refund that was processed by “Member ID” for funds withdrawn from her bank account We have investigated Ms [redacted] ’s complaint and welcome the opportunity to resolve this matterOur records indicate that Ms [redacted] established a membership in November/that’s paid through May/as a result of a recent $renewal payment that was processed on May 22, As Ms [redacted] requested, we have issued a refund check to her for $to be sent to her at the following address: [redacted] ***, Jamaica Plain, MA We ask that she please allow three to four week for her refund check to arrive The membership has also been canceled effective August 13, However, we ask that Ms [redacted] please allow weeks for suppressions to take full effect We know 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 addressMs [redacted] also mentioned in her complaint that her bank account was debited in the amount of $for a “Trusted ID” membership Trust ID offers exclusive identity and credit protection for AARP members to help them keep personal information, online and offline, under control It was discovered through my investigation that the $is the price for The Essential 3B Standard Plan purchased by Ms [redacted] on June 9, According to our past on-line communication with Ms [redacted] on July 11, 2015, the member’s “Trusted ID” membership was set up for automatic renewal through her banking institution, and she was unaware that it existed She also stated that she has major medical issues and didn’t realize that the debit was going to occur and deems the automatic renewal arrangement as a miscommunication Due to the agreement, $was deducted from her account on July, 10, as scheduled Ms [redacted] also contacted “Trusted ID” the same day requesting that her banking information is deleted from their system and a refund for the $because the product was too expensive Unfortunately, “Trusted ID” was unable to refund the full amount because the member failed to contact and inform them that she wanted the service canceled prior to the withdrawal so “Trusted ID” continued to cover Ms [redacted] for that period of time Therefore, she was issued the prorated refund amount of $As of today, August 13, 2015, I can confirm that both (Membership and Trusted ID) refunds have been issued, and Ms [redacted] ’s banking information has been deleted We would like to apologize for any inconvenience Ms [redacted] may have experienced while trying to resolve this matter and assure her that member satisfaction is very important to AARPWhile we understand we have loss Ms [redacted] ’s support at this time, we do hope to regain her trust and membership with AARP in the future If Ms [redacted] should need any further assistance, he may contact me directly at ###-###-#### or toll-free at ###-###-#### ExtSincerely, Angelo SB [redacted] Member Communications Ombudsman

Dear Ms [redacted] ,> We are receipt of your complaint to the Revdex.com regarding the AARP dental benefits insured through [redacted] AARP Services, Incresponds 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 needsWe did review the website as you suggestedPer 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 detailThey will also be able to answer any additional questions you may have at that timeThey will reach out to you directly within 3-business days Please note that the issues raised are monitored and included in reports to management for their reviewIn 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

April 16, 2014> [redacted] Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania [redacted] ** [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 stoppedWe 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 weeks for the suppression to take full effect We know 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 setThe 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] ** [redacted] AARP also distributes “generic” promotional mail as part of our overall membership development programThese pieces are distributed either in shared mail programs (i.epromotional mailings bundled with other special offers from other companies), or as inserts to subscription publicationsThese pieces are neither addressed to nor targeted to a particular person or householdAlthough 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 attentionWe 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] *

[A default letter is provided here which indicates that the business has not responded to you directly If you wish, you may update it before sending it.] Revdex.com: At this time, I have not been contacted by AARP regarding complaint ID [redacted] Regards, Patricia H [redacted]

I purchased a Real Pad from AARP in August In November it developed a crack in the screenI contacted the customer service information providedThey referred me to a tech repair number to callA rep from that company told me that that was an issue with that device and they were unable to get the partsA second email to customer service sent me another tech number to callThey were unable to get parts alsoThe Real Pad customer service said it wasn't covered under the limited warranty anywayWith or without a warranty, there is no one in their company that can repair this productThis is a fraudulent sale of a product and a unacceptable way to treat their customersNow I have a product that I can no longer use

Dear [redacted] We are in receipt of your complaint filed with the Revdex.com regarding the AARP MedicareRX plan insured through [redacted] AARP Services monitors all member issues pertaining to their insurance concerns After reviewing your complaint, we can certainly understand your concern over the issues you have raised It is important to bear in mind, however, that AARP is not the insurance provider AARP contracts with insurers to make coverage available to AARP membersNeither AARP nor its affiliate is the insurer AARP does not market or sell health insurance On your behalf I have reached out to our Escalations Team within [redacted] to investigate your concernsThey will conduct a full investigation and contact you with their findings within 5-business days Due to privacy laws, they will not be able to disclose their findings to AARP As AARP is not the insurance provider, we do not have access to any information regarding your policy or records Please accept our apologies for any frustration this experience has caused At AARP, protecting our members and the trust which our members place in us is of the utmost importance Thank you for bringing this issue to our attention and for your membership with AARP Thank You Tasha Natasha W [redacted] Quality Analyst, Member Relations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 saysThis is a lieAARP has NEVER ONCE asked for a sampleI would provide itFurther, I have emailed [email protected] to follow up, yet Hilary L [redacted] does not respondThe company is lyingI still have at least one piece of mail from this horrible wasteful companyIf they actually wanted to discuss the trash they are sending me, they could haveI have emailed and they do not respondMoreover, 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 addressMake it stopJust make it stopI am fed up with this company's inability or unwillingness to make something so simple stopThe back of the envelope says "please recycle"I'm asking them to PLEASE STOP THE WASTE.Regards, [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]

Dear [redacted] ,>We are in receipt of your complaint to the Revdex.com regarding solicitations from [redacted] AARP Services, Incresponds to all correspondence received regarding our products and service providers I initiated a request to remove your name from our service providers’/ [redacted] solicitation listsWe do ask to please allow weeks for the suppression to take full effectWe know 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 providersWhile we are able to suppress our own mailing very quickly, ending those of our providers takes longerOur 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 setThe first opportunity to remove names from the mailing list is in many cases the mailing set to go out the third monthFor this reason it may take a provider up to twelve weeks to delete mailings to a particular addressI have advised our contacts at [redacted] that you have requested to stop solicitations directly to them on numerous occasions and have filed multiple Revdex.com complaints If you should continue to receive the mailings after weeks, please forward a copy of the solicitation(s) you are receiving so that AARP can better determine why you continue to receive them You can forward them to my attention at: AARP Services, Inc c/o Natasha W [redacted] F St., NW Washington, DC Thank you for bringing this issue to our attention and we do apologize for any frustration Sincerely, Natasha W [redacted] | Quality Analyst, Member Relations AARP Services, Inc

April 14, class="**oNoSpacing"> Revdex.com of Metro Washington, DC and Eastern PA K Street, NW 10th Floor Washington, DC Re: [redacted] # [redacted] To Whom It May Concern: We are writing regarding the complaint of ** [redacted] that was filed with your office on April 2, 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 requestsWe 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 weeks for suppressions to take full effect We know 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, E Street, NW B7-211, Washington, DC Again, we would like to thank you for bringing this matter to our attentionIt 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]

From: [redacted] < [redacted] @***.com>Date: Tue, May 19, at 1:AMSubject: Resolution to my complaint # [redacted] To: [redacted] @Revdex.com.org I received your email dated 5/12/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 $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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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] ***

This is in response to [redacted] ’s rejection to AARP’s response to his complaint filed with the Revdex.com on 10/14/ 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***, 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 correctlySince 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 3, Dear Mr***, Thank you for contacting the Revdex.com and allowing AARP Services, Incthe opportunity to respond to your concerns regarding the AARP MedicareRx Plans, insured through [redacted] AARP Services, Incmonitors all member correspondence as it pertains to the AARP-branded products and services It was a pleasure speaking with you on the phone this weekI, again, apologize for the email response you received from AARP that did not directly address your concernsYour experience was shared with that representative’s managerWhenever AARP receives member concerns about one of the AARP-branded product or service offerings, such as the Medicare Plans from [redacted] , those contacts are directed to AARP Services, IncMember Relations (my team) attention for handlingOur role is to serve as an Ombudsman service between our members and AARP-branded service providers After our conversation on March 10th and again on March 31st, all of your feedback and supporting documentation related to the tier change for [redacted] has been recorded 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 membersAs part of its quality control, AARP Services, Increviews, monitors, and provides feedback to providers We appreciate you bringing this concern to our attentionIf you have additional feedback for AARP, please do not hesitate to contact me Sincerely, Hillary M***Member RelationsAARP Services, Inc[redacted]

Dear [redacted] ,>This email is in reference to your complaint received from the Revdex.com regarding the AARP Travel Center powered by [redacted] We do apologize for the delay in your receiving a resolution to this matter I am sorry that, from your experience with the AARP Travel Center, you feel the AARP Travel Center and AARP are lacking in their efforts to service the senior population We at AARP and all of our providers continuously work at improving the service we provide to our membership Please note that I did attempt to reach out to you via phone at ###-###-#### and was unsuccessful I did leave a voicemail and provided my contact number of ###-###-#### should you wish to speak to me directly As AARP is not the provider, we do not have any information regarding your hotel booking or payments On your behalf, I have forwarded a copy of your e-mail to the Escalations Team we work with at [redacted] for their reviewThey will conduct a full review into your concerns with the pricing difference of your hotel room and your refund requestWithin the next few days, you will receive a response directly from [redacted] to discuss their findings and to advise if any resolution is able to be offered at this time A copy of their response will be forwarded to AARP for review I apologize for the frustration and inconvenience you experienced Should you require any additional assistance please feel free to contact me directly 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 At AARP, protecting our members and the trust which our members place in us is of the utmost importance Thank you for your membership Natasha W [redacted] | Quality Analyst, Member Relations AARP

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: First cancellation - I never requsted the cancellation By their own admission, I just asked whether it was possible On the follow up, their customer rep acknowledged thisSecond cancellation - it appears AARP became confused over their own internal communication The fact they are quoting the emails here proves this They should have known the first cancellation was resolved This is especially because I was working with a supervisor Instead, they followed my 2nd and 3rd emails pertaining to the first cancellation Understand they were not responding to my original question, so I sent 2nd and 3rd emails I still was just asking can I cancell, and not requesting it After I received the first cancellation refund check I called AARP immediately Their customer rep acknowledged that I never requested cancellation, I was just asking The memebership was re-instated I thought the matter was closed Everything should have been closed Instead someone else took the 2nd ro 3rd email and cancelled me again AND THERE WAS NO NOTICEIF THEY SAID THAT IT IS A LIE AS THEM TO PRODUCE THE NOTICE AND SHOW IT WAS SENT When going through my credit card billing approximately 3-weeks later, I noticed a refund of the payment I made to reinstated after the first cancellation THAT IS HOW I FOUND OUT I HAD NO MEMBERSHIP FOR APPROXIMATELY DAYS I called, had this reinstated again, and specifically asked them to be sure all their reps knew the case was closed (They were not capable of deciding to do that themselves.) They also told me they saw their errors and were making corrections Funny how that seems to be glossed over here in the statement "we apologize for any miscommunication" like is was some little thing It wasn't little They cancelled me twice I had to spend a great deal of time getting them up to speed and my membership in place Confirmation of insurance and auto club benefites - after the second mishap, and in view of the fact my membership was allowed to languish for approximately days without my knowledge, I thought it was only fair and right they call the insurance and auto club to confirm that was not affected, since it was placed through AARP If there was a problem they could verify the source, tell the insurance & auto it as their errors as they told me and get it resolved immediately They refused They kept trying to give me some trinket - a free year for $or $32? I didn't want that I told them what is important is being sure my other coverage's, especially the home & auto insurance, are not affected I asked again, they refused again I asked to speak to a supervisor's supervisor and was told that person can't make phone calls That's when I thought another entity needs to hear how they can trip over themselves and show little or no care for the person they hurtAARP needs to be responsible for their own actions They can't go blundering, especially with senior citizens who can be hurt more by these misteps And they need to stop mistating facts, quoting emails that they should have closed after the first cancellation was resvoled, and give me some type of indication they they are accountable for their actionsTruthfully accountable and not the fact/fiction they used to respond here Regards, [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 Regards, [redacted]