AARP

[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],
FONT-SIZE: 11pt">We are in receipt of your complaint with the Revdex.com concerning your concerns with the AARP insurance benefits from [redacted].  AARP Services responds to all member concerns regarding our products and services.
When AARP establishes a relationship with a provider such as [redacted], we work very hard to ensure that we are working with a reputable organization while getting the best value for our members. 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.
It is important to bear in mind that AARP is not the insurance provider.  AARP does not market or sell health insurance and encourages AARP members and non-members to evaluate their needs before purchasing any health insurance plan.
While AARP does perform quality control oversight for all our products and service and monitors this program on a continual basis we have no direct influence or control over decisions or the process itself.We can certainly understand your concerns and apologize for the frustration this situation has caused.
As we are not the provider, we cannot access their records or provide any detailed insights into your experience or the claims processing procedure. However, on your behalf, we forwarded a copy of your complaint to an Escalations group we work with at [redacted] for their review and requested a representative reach out to you directly that can address your concerns and explain the claims process in detail. Within the next 5-7 business days you will receive a response directly from [redacted].
The Association will continue to monitor the situation and evaluate our providers on a continual basis.  We appreciate such input from our members and others as it provides us with information that is important and necessary in this monitoring process, and assists us in making changes and improvements for the future. 
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.  We apologize for any dissatisfaction and will continue to work with all of our providers to ensure that this priority is met.
Thank you for bringing this issue to our attention and for your membership with AARP.  I can assure you this matter will receive immediate attention.
 
[redacted] | Quality Analyst, Member Relations 650 F Street, NW, Washington, DC 20004

Dear Ms. [redacted],
We are in receipt of your complaint to the Revdex.com regarding your experience with the AARP Roadside Assistance program from [redacted].  AARP Services, Inc. responds to all member correspondence.
After reviewing your complaint we can certainly understand our concerns and apologize for any stress and frustration this experience caused. 
When AARP works with a provider, such as [redacted] Roadside Assistance, 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. 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, from [redacted], contact you directly who is able to address your concerns regarding your experience your desired settlement of a full refund for the 5 years you were a member of the program.  Please note that AARP is unable to guarantee an exact outcome of resolution.
A representative from [redacted] will reach out to you directly within 3-5 business days with their findings and any resolution that is able to be offered at that time to resolve this complaint.  A copy of their findings and/or resolution will be forwarded to AARP for review as well.  
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
1, 2016
 
[redacted]
[redacted]
Revdex.com
of Metro Washington, DC and Eastern PA
1411
K Street, NW 10th Floor
Washington,
DC 20005
 
            Re: 
[redacted], File #[redacted]
 
Dear
Mr. [redacted]:
We
are in receipt of Mr. [redacted]’s rebuttal statement regarding the unwanted AARP
renewal notices in his name and the name of his deceased wife, [redacted],
despite his efforts to have the mailings stopped. We are sorry for any
inconvenience he may have experienced in having this matter resolved.
As we stated in our letter dated June 27, 2016, due to
either an oversight or miscommunication on AARP’s part, we do not have any
record of receiving Mr. [redacted]’s previous requests to stop solicitation or
notification of his wife’s passing.  We confirm the suppressions were done
on June 27, 2016, and ask that he allow the 6 week processing time for the
suppressions to take full effect.
I
hope this information has been helpful. 
If I can be of any further assistance, please don’t hesitate to contact
me on ###-###-####.
Sincerely,
Darlene
G[redacted]
Member
Communications Ombudsman
[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:Dear [redacted]Thank you for your assistance with this matter.  I am rejecting AARP's response to forward them the information via the Revdex.com's website and am requesting that they provide me the best way to securely provide them the information they've requested.  As stated in their response, "member" security is paramount and, even though my father is deceased, I still would like to protect his information and would prefer not to post in the information to a publicly available forum.That having been said, even though I've previously provided this information to AARP, I would like to bring this issue to a resolution.  I would like to request an email address or direct phone number to someone who could assist me in resolving this issue as calling in to the phone number provided on the plethora of correspondence we continue to receive has not proven fruitful.
Regards,
[redacted]

This is a follow up response to a recent complaint to the Revdex.com (Revdex.com) filed by [redacted]. In her rejection of AARP’s response to her complaint, [redacted] states that she is rejecting our absence of response to the entire complaint and her suggestions for preventing this type of situation from happening to someone else.
As we stated in our response on October 7, 2014, AARP’s priority will always be in the quality of services provided.  It is our understanding that [redacted] has issued a refund for the tow service.  Additionally, we have shared the feedback with [redacted] that [redacted] provided, regarding what appears to be a miss-step in their internal communications.  AARP will continue to conduct quality oversight of [redacted]’s Roadside Assistance program.  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.
If there are additional issues that have not been addressed, we are happy to address them.
 
Sincerely,
Crystal D[redacted]
Member Relations

August 14, 2015
12pt;">
Revdex.com of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005
            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, 2015.  The complaint is in regards to AARP declining to refund upon request her membership cancellation of $16 along with a $109.99 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 matter.
Our records indicate that Ms. [redacted] established a membership in November/2006 that’s paid through May/2016 as a result of a recent $16 renewal payment that was processed on May 22, 2015.  As Ms. [redacted] requested, we have issued a refund check to her for $16.00 to be sent to her at the following address: [redacted], Jamaica Plain, MA  02130.  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, 2015.  However, we ask that Ms. [redacted] please allow 12 weeks for suppressions to take full effect.  We know 12 weeks sounds like an inordinate amount of time to stop mailings but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers.  While we are able to suppress our own mailings very quickly, ending those of our providers takes longer.  Our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set.  The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month.  For this reason it may take a provider up to twelve weeks to delete mailings to a particular address.
Ms. [redacted] also mentioned in her complaint that her bank account was debited in the amount of $109.99 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 $109.99 is the price for The Essential 3B Standard Plan purchased by Ms. [redacted] on June 9, 2015.  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, $109.99 was deducted from her account on July, 10, 2015 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 $109.99 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 $100.83.
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 AARP.
While 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 ###-###-#### Ext. 3519.
Sincerely,
Angelo S. B[redacted]
Member Communications Ombudsman

Dear [redacted],

class="MsoNormal">This email is to advise that AARP is in receipt of your complaint to the Revdex.com regarding your refund request from the AARP Travel Center powered by [redacted].  AARP Services, Inc. responds to all member correspondence.
After reviewing your email we can certainly understand your concerns over the hotel you booked. 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 be advised that AARP contracts with providers to make benefits available to AARP members. Neither AARP nor its affiliate is the provider.  When AARP receives questions or concerns regarding a provider, AARP will forward the request to the appropriate provider for response.
On your behalf, we have forwarded a copy of your e-mail to [redacted] for their review. They will conduct a research your situation fully and your refund request.  Within the next few days, you should receive a response directly from [redacted].  A copy of their response will be forwarded to AARP.
AARP takes seriously its commitment to the membership and monitors all programs on a continual basis. AARP makes every effort to offer programs that will benefit our membership and strives to provide excellent service to meet our member's needs.
We are sorry for the frustration and stress caused by this situation.
Thank you for bringing this issue to our attention and for your membership with AARP.
Thank you
Natasha W[redacted] | Quality Analyst, Member Relations AARP Services Inc.

August 27, 2015
0in 0in 10pt" class="MsoNormal">[redacted]Revdex.com of Metro Washington DC and Eastern Pennsylvania1411 K Street, NW, 10th FloorWashington, DC  20005
Re: [redacted], Case # [redacted]
Dear [redacted]:This is in response to the complaint, #[redacted], of [redacted], that was filed with your office on 8/8/2015.  The complaint regards [redacted]’s concerns that she has received multiple invoices from AARP.  We have investigated her concern and welcome the opportunity to resolve this matter.
 
I have investigated the case and at her request [redacted]’ account was canceled on 8/18/2015 with a refund of $36.00 issued on that day.
On 5/18/2015, someone purporting to be [redacted] visited the following website, [redacted].com, from IP [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 programs 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, and an invoice was generated for [redacted].
According to our records, the invoice was deleted from [redacted]’ account on 7/23/2015. We apologize for any aggravation these invoices may have caused.  Regrettably, we cannot recall any invoices that were already in progress, and ask that she please allow 4-6 weeks for this change to take full effect. 
Should [redacted] receive additional invoices, she may contact me directly and I will be glad to assist her further. We ask that she please include a copy of the mailing, as each notice has specific codes that will help me suppress her name and address more effectively. I can be reached via email, at [email protected], or if more convenient, by mail to my attention, Hilary L[redacted], at AARP, Member Communications Ombudsman, 601 E Street, NW, Washington, DC  20049.
We would like to thank you again for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
Hilary L[redacted]Member Communications Ombudsman

January 13, 2015
 
Revdex.com of Metro
Washington DC &
Eastern
Pennsylvania (Washington, DC)
 
RevDex.com
Re: [redacted]
ID: [redacted]
 
 
This letter is in
response to the additional concerns **. [redacted] has regarding the [redacted]'s Best
Price Guarantee offer. 
 
We do apologize for
the delayed response **. [redacted] received from [redacted]. However, in order to
receive this offer **. [redacted] will need to follow the instructions she received
in the email. The instructions state “we ask that you reply to this email with
your hotel receipt as an attachment within 30 days after travel. Once we
receive the information, we will process a refund of the difference between the
rate you paid and the $434.95 rate for the identical Hotels.com reservation you
submitted, and we will also deposit a $50.00 Best Price Guarantee coupon into
your account.”
 
[redacted] will not
issue a refund to **. [redacted] until after she completed her reservation at
[redacted] Hotel. The current reservation **. [redacted] has
reserved is a “pay-later reservation” therefore [redacted] will need to confirm
**. [redacted] has actually paid for the reservation prior to issuing a refund and
providing the $50 travel coupon. If **. [redacted] would like to participate in
this offer she will need to adhere to the ter** and conditions in order to
receive the price match and the travel coupon worth $50.
 
AARP Member
Services has reviewed the terms and conditions for this offer and stand by [redacted]’s
decision. Thank you for bringing this issue to our attention.
 
 
Sincerely,
 
Jazmine C[redacted]
Member Relations
AARP Services, Inc.
[redacted]
Washington, DC [redacted]
[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]

AARP has been sending multiple renewal notices to me even though it is far from my renewal date. The notice informs me that my benefits, magazine subscription, etc. will expire if I don't renew NOW. I caught on right away and toss the notices in the trash but I'd bet there are many seniors who fall for it. For obvious reasons, sending multiple renewal notices is a sleazy business practice.

Dear [redacted],

class="MsoNormal">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 review. They will conduct a full review into your concerns with the pricing difference of your hotel room and your refund request. Within 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 response. If 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 this.
Second 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 NOTICE... IF 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 3-4 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 30 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 30 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 $16 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 hurt.
AARP 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 actions. Truthfully accountable and not the fact/fiction they used to respond here.  
Regards,
[redacted]

Dear [redacted],

class="MsoNormal">We are receipt of your complaint to the Revdex.com regarding the AARP Medicare Complete plans insured through [redacted].  We are happy to be of assistance.
We at AARP understand the importance of the doctor /patient relationship and are glad to have this opportunity to provide you with some information related to the changes [redacted] is making to its physician network.
While AARP is aware of these changes, we have no direct influence or control over decisions or the process itself. AARP does monitors the overall quality of the products and services made available by AARP through various companies, but neither AARP nor AARP Services, Inc. have input on individual decisions about what doctors, hospitals, etc., companies contract with in building their networks.  
AARP was informed by [redacted] that a letter was sent out to all members impacted by [redacted]’s change in Network structure.  It is our understanding that this letter explained why the network was changing and outlined the next steps members should take to ensure continuity of care.
We are confident that [redacted] has provided physicians and members with the information they need to make these transitions as smooth as possible. Members undergoing active treatment or those with specific concerns about traveling long distances may contact [redacted] to request to continue care with an out-of-network provider on a short-term basis.
 
[redacted] is responsible for these changes and will be able to answer any specific questions you might have; please call them directly at ###-###-####. 
The Association will continue to monitor the situation and evaluate our providers on a continual basis.  We appreciate such input from our members and others as it provides us with information that is important and necessary in this monitoring process, and assists us in making changes and improvements for the future. 
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.  We apologize for any dissatisfaction.
I trust this information has been helpful.  Should you require any additional assistance you may contact me directly at ###-###-####.
Thank you for contacting AARP and for your membership.
 
Sincerely,
Natasha W[redacted] | Quality Analyst, Member Relations
AARP Services, Inc.

**. [redacted]
 
Revdex.com of Metro Washington, DC and Eastern PA
 
1411 K Street, NW 10th Floor
 
 
Washington, DC 20005
 
 
            Re:  [redacted], ID # [redacted]
 
 
 
Dear **. [redacted]:
 
 
We are in receipt of your letter regarding [redacted]’s complaint that he receives mail at his address in the former resident’s name despite his efforts to have the mailings stopped. We have investigated this matter and welcome the opportunity to respond.
 
 
AARP makes every effort to comply with stop solicitation requests.  However, we do not have record of receiving any earlier requests from [redacted] to stop solicitation.  It is our pleasure to honor his request at this time.
As of August 4, 2015, the following name and address have been added to AARP’s suppression lists: (Former resident), [redacted], [redacted], Lebanon, IN  [redacted]. Regrettably, we cannot stop mailings already in  
progress and ask that [redacted] 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 October 27, 2015, he may call me directly at ###-###-#### 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,
 
601 E Street, NW, Washington, DC  20049.
 
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 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

December 15, 2016  
Roman', serif;">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 Mrs. [redacted].   We are sorry to learn Mrs. [redacted] has encountered an issue with the RealPad she purchased for Mr. [redacted]. We understand the RealPad is not able to hold a charge and Mrs. [redacted] wishes to have the RealPad replaced or have a refund provided. We would like to thank Mrs. [redacted] for bringing this concern to our attention. We are currently working with the service provider to determine next steps. A representative from AARP Services, Inc. will be in contact with Mrs. [redacted] again within the next 30 days.   We would like to thank Mrs. [redacted] for her patience while we address this concern.   Sincerely,   Jazmine C[redacted] Member Relations AARP Services, Inc. [redacted], NW Washington, DC 20004 [redacted]

April 3, 2015
Dear Mr. [redacted],...


Thank you for contacting the Revdex.com and allowing AARP Services, Inc. the opportunity to respond to your concerns regarding the AARP MedicareRx Plans, insured through [redacted].  AARP Services, Inc. monitors all member correspondence as it pertains to the AARP-branded products and services.
It was a pleasure speaking with you on the phone this week. I, again, apologize for the email response you received from AARP that did not directly address your concerns. Your experience was shared with that representative’s manager. . Whenever 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, Inc. Member Relations (my team) attention for handling. Our 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 members. As part of its quality control, AARP Services, Inc. reviews, monitors, and provides feedback to providers.
We appreciate you bringing this concern to our attention. If you have additional feedback for AARP, please do not hesitate to contact me.
Sincerely,
Hillary M[redacted]Member RelationsAARP Services, Inc.[redacted]

March 17, 2014

class="MsoNoSpacing">
Revdex.com of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005
            Re:      [redacted]. [redacted] #[redacted]
To Whom It May Concern:
We are writing regarding the complaint of **. [redacted]. [redacted] that was filed with your office on February 17, 2014 and transferred to our office for handling.  The complaint is regarding **. [redacted]’s concern that he has received numerous advertisement 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 advertisement requests.  Our system reflects that **. [redacted]’s account ([redacted]) was established in the names of [redacted]. [redacted] and [redacted]. [redacted] in January/2002 and expired January/2005.  Our records indicate that we received an email from the complainant on December 11, 2013 requesting that these mailings cease, and all necessary suppressions were performed at that time.  Our records also show that a telephone call was received on January 13, 2014 regarding the same issue.  As of December 11, 2013, I confirm that the names of [redacted]. [redacted] and [redacted]. [redacted] and the following address were added to all of AARP’s suppression files:  
P.O. Box 560603
The Colony, TX  75056
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] has received additional mailings since March 5, 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.
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 me to research the item, he can send the mailing to me at the following address:  AARP, Executive Correspondence, 601 E Street, NW B7-211, Washington, DC 20049.
Again, we would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
[redacted]
Member Communications
?
[email protected]

[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 am not rejecting the resolution of the towing refund.  I am rejecting your absence of response to the entire complaint and my suggestions for preventing this type of situation from happening to someone else. Apparently AARP is only concerned with the financial aspect of their deficient Roadside Assistance Program.  I'm very disappointed with a canned response from a business for which I formerly had respect.  It all starts with the leadership and policies.  
Regards,
[redacted]