P I C S Investment Company

**. [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] [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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:[redacted] has made a number of false accusations in her response. Firstly, I DID attempt to give her the code on one of the mail pieces I received, but when she answered the phone she was not in a place to take the information for some reason. I then told her I would call back and leave it on her voicemail, which I DID do. For her to claim that I would not provide this information, it is simply absurd. Additionally, she told me that they could not find my name and address in their database! Yes, this is what she told me, and it is outrageous considering the mail pieces keep coming from AARP, along with all the companies they shared by information with. In fact, I just got more mail today and yesterday and the day before yesterday. She did not respond to ANY of my requests in the CEASE AND DESIST letter sent early August--a copy of which I have attached to this complaint. According to Pennsylvania law, if she is the one empowered to deal with these issues on behalf of the organization, then she is in violation of criminal law. See: http://www.[redacted]  Specifically, Section 2709 - Title 18, which reads:Harassment. (a) Offense defined -- A person commits the crime of harassment when, with intent to harass, annoy or alarm another, the person: ...(3)  engages in a course of conduct or repeatedly commits acts which serve no legitimate purpose; (and) (7)  communicates repeatedly in a manner other than specified in paragraphs (4), (5) and (6).Additionally, she is now be libelous with the statements that she has written to the Revdex.com. I can prove all of what is stated above.Furthermore, when I last was able to reach her on the phone, because she never returns my messages, she told me that their legal department has my complaint and would be responding to which I never heard from anyone.She needs to immediately remove my data from their system and put an IMMEDIATE STOP on all mail (I should not have to wait weeks for some kind of suppression, especially when she is claiming to me she could not even identify it in the system) and immediately contact every organization/business that my information was shared with, and properly respond to the attached CEASE AND DESIST letter. Her other actions are pointless as the mail keeps coming, not only from them, but as a direct result of them sharing it with many tourism groups across the country that have now placed me on their lists with new groups sending me mail nearly every day, which are tracing back to AARP.Please mark this complaint unresolved as the organization is operating in an unsatisfactory manner and must be held accountable.
Regards,
Michael M[redacted]

Re: [redacted]
ID: [redacted]
This letter is in
response to a recent complaint to the Better Business...

Bureau, filed by [redacted].
We are sorry to
learn of [redacted]’s experience contacting [redacted] for assistance with
her billing concerns. When
AARP receives questions or concerns about one of our branded products we will
contact the provider for assistance. In an effort to assist, I have contacted
[redacted] on her behalf and requested they investigate her billing concerns.
A representative from [redacted] will contact [redacted] directly to discuss
their findings. While we wish we could to assist more directly, as we are not
the insurance provider [redacted], we unfortunately cannot access their
records.
We would like to
thank [redacted] for bringing this concern to our attention. We certainly
value her feedback and have taken note of her comments. AARP appreciates input
from our members as it provides us with information that is important and
necessary in our monitoring of the AARP Discounts, and assists us in making
changes and improvements. We will be using [redacted]’s feedback to work with
[redacted] to improve this situation.
Thank you for your
membership.
Sincerely
Jazmine
C[redacted]
Member
Relations
AARP
Services, Inc.
[redacted]
[redacted]
[redacted]

January 4, 2015
 
Revdex.com of Metro
Washington DC &
Eastern
Pennsylvania (Washington, DC)
 
RevDex.com
Re: [redacted]
[redacted]
ID: [redacted]
 
 
This letter is in
response to a recent complaint to the Revdex.com, filed by...

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

March 8, 2018
Re: [redacted], Complaint # [redacted]
Dear Ms. [redacted]:
We are writing regarding the complaint of Ms. [redacted] that was filed with your office on February 26, 2018 and transferred to our office for handling. Ms. [redacted] stated that she received mailings...

requesting payments for services that she never ordered, including a recent ‘4th reminder for payment of membership,’ and she deems these as a dishonest process to get a membership. We have investigated Ms. [redacted]’s concern and welcome the opportunity to resolve this matter.
After investigating the mailing, it was discovered that an invoice was created in the name of [redacted] on 12/4/2017 in the amount of $16. Our records also show that the request was made from [redacted] by someone purporting to be [redacted] who visited the following website, [redacted] on 12/4/2017. The individual responded to an AARP advertisement by clicking the option to receive membership information and an invoice. We apologize for any frustration or inconvenience this matter has caused Ms. [redacted].
As of today, March 6, 2018, we have removed the invoice from our system. Regrettably, we cannot recall any invoices already in progress and ask that she please allow 4-6 weeks for this change to take full effect. If Ms. [redacted] should receive any billing notices after April 17, 2018, she may call me directly at [redacted] and it would be my pleasure to assist her further. If more convenient, she can also send the mailing via email at [redacted]@aarp.org or send it to the following address: [redacted]
Thank you for bringing this matter to our attention. I hope that this information has been helpful, and we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
Jason F** Member Communications Ombudsman

Revdex.com of Metro Washington, DC and Eastern PA 1411 K Street, NW 10th Floor Washington, DC 20005               Re:      [redacted] #[redacted]   Dear Ms. [redacted]:   We are writing regarding the complaint...

of [redacted] that was filed with your office on July 28, 2017 and transferred to our office for handling.  The complaint is regarding AARP’s early renewal notices and membership invoices. While we don’t have record of Ms. [redacted] having an AARP membership at the address provided in her complaint, I’m happy to clarify AARP’s membership acquisition process.   AARP sends a series of “targeted” renewal notices through the US Mail, consisting of several opportunities to renew.  The purpose of the series of notices is to provide members the option to renew at a time that is convenient for them, and to offer our Early Bird Discount membership rates.  Also, the member’s name and account number are preprinted and prominently displayed on targeted renewal notices.   In addition to these specific mailings addressed to our members, “generic” promotional pieces are sent out in mass mailings as part of AARP’s overall membership acquisition program.  These pieces are neither addressed to nor targeted to a particular person or household.  They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail, or inserted inside a subscription newspaper or catalog.  Since these are mass inserts, we do not actually know if the person receiving them is already an AARP member or if they live in a 50+ household.  Although the language on some of these generic pieces has in the past included an offer to “Renew your membership,” we have since revised that to explicitly state “Join or renew.”   The names for membership solicitation come from a variety of mailing lists.  AARP screens these lists carefully and requests that list suppliers provide only names of people age 50 and older. People who enjoy a particular hobby or pastime may be listed on special interest mailing lists. We look at special interests as well as age to help identify prospective members.  Unfortunately, the information on some lists may be inaccurate.   AARP also generates invoices to members who click on an online AARP offer at our website or who click on an AARP membership offer while signing up for mail or email newsletters on a non-AARP site.  I do want to share that AARP’s policy is to refund membership fees to members who renew in error. Additionally, when an account receives more than two advance payments, a refund is automatically generated for the member.   If Ms. [redacted] has a specific mailing she received, she may call me directly at ###-###-####, and it would be my pleasure to assist her further.    If more convenient, she may send an email to [redacted] or mail it to the following address: AARP, Member Communications Ombudsman, [redacted] ST NW, Washington D.C. 20049     Revdex.com of Metro Washington, DC and Eastern PA Page 2   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,  Lauren A[redacted] Member Communications Ombudsman

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Tell us why here...December 19, 2017Revdex.com of Metro Washington DC &Eastern Pennsylvania (Washington, DC)Revdex.comRe: [redacted]ID: [redacted]This letter is in response to a recent complaint to the Revdex.com, filed by Ms. [redacted]. We are truly sorry to learn of Ms....

[redacted]’s experience thus far under the AARP Life Insurance and Annuity programs from [redacted]. We would be more than happy to offer assistance with having Ms. [redacted]’s concerns resolved. Since AARP is not an insurance provider, we unfortunately cannot access Ms. [redacted]’s records to provide direct assistance to resolve her concerns. However, we have escalated this complaint to the escalations team at [redacted] for their immediate review and investigation. A representative from [redacted] contacted Ms. [redacted] directly. The representative from [redacted] advised AARP that they have spoken to Ms. [redacted] and they will overnight a check to her Georgia residence. If Ms. [redacted] has any questions or concerns after she has heard from [redacted], she can contact me by responding directly to this complaint. We appreciate Ms. [redacted] for taking the time to contact AARP with her concerns. We will be using her feedback to work with [redacted] on improving the member experience. The issues our members raise are monitored and included in reports to management for their view. 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. We would like to thank Ms. [redacted] for her membership. Sincerely,Jorge H[redacted]Member RelationsAARP Services, Inc. [redacted] Street, NW Washington, DC 20004[redacted]

December 23, 2016 Revdex.com of Metropolitan Washington and Eastern Pennsylvania 1411 K Street NW 10th Floor Washington, DC  20005               Re:      [redacted]...

[redacted]                     Complaint #[redacted]  Dear Mr. [redacted]: We are writing regarding the complaint of Ms. [redacted] that was filed originally with your office on December 6, 2016 and transferred to our office for handling regarding what she has characterized as misleading letters and cheap promotional tricks.  We have investigated her concerns and welcome the opportunity to resolve this matter. Ms. [redacted] stated that she began receiving mailings suggesting that her membership was expiring and she should renew for a 1, 2 or 3-year term, and the same mailings would start coming again a year later.  Our records show that Ms. [redacted]’s most recent renewal payment of $63 was applied to her membership account (#[redacted]) on October 7, 2016.  Our records also indicate that the payment was sent in response to a solicitation mailing that she received offering a 1, 3 and 5-year membership term, but not to a renewal notice on her active account.  However, she’s been a member in good standing since December/2005.  This mailing may have been produced due to the following reasons: Name or address change due to marriage or divorce. Variations in a name or address in mailing lists.  For example, "John T. Smith" may be listed with us as an AARP member, but he may also be included in other mailing lists as "J. Smith" or “J.T. Smith.”  Our system may not recognize these additional listings as the same person. I have removed the member’s name and address from our membership invitation list.  Unfortunately, mailings already in progress cannot be recalled.  We ask that she please allow 12 weeks for the process to take full effect. While we realized that Ms. [redacted] recently requested a refund and cancellation of her membership on December 6, 2016, we would be happy to reinstate her account with a complimentary year of membership due to any frustration or inconvenience that she encountered during this process.  I can also mark the account so that she receives only one renewal notice a few weeks prior to the membership expiration date.  Should Ms. [redacted] have an interest in exploring this option, she may call me directly at ###-###-####, and it would be my pleasure to assist her further.  If more convenient, she may send an email to [redacted] or mail the request to the following address: AARP, Member Communications Ombudsman, [redacted] Street, NW B7-225, Washington, DC  20049.Again, we regret that she felt misled in any way by these mailings. It is our hope that through our actions we demonstrate our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. Sincerely,Angelo S. B[redacted]Member Communications[redacted]

November 9, 2016
Revdex.com of Metro Washington DC &
Eastern Pennsylvania (Washington, DC)
1411 K St, NW 10th Floor
Washington, DC 20005-3404
Attn: [redacted]
Re: [redacted] ID: [redacted]
Dear [redacted]:
This is a response to a recent complaint to the Better...

Business Bureau, filed by [redacted]. The issue is in regards to a home repair claim [redacted] filed with [redacted]. This complaint has been referred to me for investigation and response.
According to [redacted]’s complaint, he has a sewer line maintenance and repair service contract with [redacted] (www.[redacted].com) at his home, for which he pays monthly premiums. [redacted] states that a plumber found a leak in the outside sewer line at his home on September 8, 2016, which he reported the matter to [redacted] who in turn contacted [redacted] of Pittsburgh (www.[redacted].com) to investigate the matter.
[redacted] advised that there was a break or leak in the house sewer line somewhere near the point at which the house sewer line connects to the city sewer line. [redacted] states that [redacted] then requested a bid from [redacted] to repair the sewer line. [redacted] provided [redacted] with the bid, but it seems [redacted] requested that a second contractor, [redacted]service.com), provide another bid for the work at the home in early October 2016. [redacted] provided [redacted] with the second bid, as requested, and further advised [redacted] that the sewer line was now completely blocked and that sewage was backing up into the basement. [redacted] stated that, notwithstanding receipt of two bids, as well as numerous phone calls advising [redacted] of the seriousness of the problem, as of October 31st [redacted] had done nothing to repair the sewer line. He further stated that the problem had become worse, as the furnace had been turned on for the winter heating season, and fumes and odor from the sewage in the basement were being circulated throughout the house by the furnace fan. [redacted] has asked for assistance from AARP Services, Inc. to urge [redacted] to repair the sewer line as quickly as possible.
Please be advised that AARP contracts with providers to make products and services available to AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a complaint such as the one that you forwarded, AARP will forward the complaint to the appropriate provider for feedback, research and/or response. Since it appears [redacted] used the services provided by [redacted], we forwarded this complaint on his behalf to [redacted] for a handling and response.
[redacted] has advised us that they have already been in direct contact with [redacted] as well as a contractor and that the work has either already begun or is about to commence very shortly.
We apologize for any inconvenience [redacted] may have experienced. Should you have any additional questions, please do not hesitate to contact us.

Sincerely,
Jason F** Member Relations
cc: [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 will be satisfactory to me upon receipt of the check. 
Regards,
[redacted]

December 30, 2016 [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 12/23/2016.  The complaint regards [redacted]’ concerns that her 2015 tax return, prepared with the assistance of an AARP Tax-Aide program volunteer, was completed incorrectly. We have looked into the matter and understand from our local volunteers that on December 9, 2016 after several attempts, a volunteer was able to reach [redacted].   At that time it was determined that the IRS did correctly catch an error and adjusted the tax return with the result that [redacted] must pay part of her refund.  The numbers entered in Column * of the Form [redacted] did not match the taxpayer’s Form [redacted]. This resulted in a larger refund than was due. [redacted] is now receiving the refund she would have received had the return been prepared correctly.  AARP Foundation Tax-Aide and the more than 35,000 AARP Tax-Aide volunteers are administered by the AARP Foundation in cooperation with the Internal Revenue Service (IRS). Although our volunteer counselors are trained and IRS-certified every year, mistakes are certainly possible.  It is always important for taxpayers to review the return since the accuracy of the return does remain the responsibility of the taxpayer. We appreciate the need for accurate work and put every effort toward providing quality service. Two volunteers at every site examine every return in an effort to catch any errors. Unfortunately, not even this is foolproof.  We can only highlight the rare occurrence of these mistakes. We are sorry for any inconvenience this may have caused and thank [redacted] for bringing it to our attention and allowing us to assist her in working with the IRS to resolve this issue.  Should you or [redacted] have questions, please contact me directly via email at, [email protected], or through the mail at: AARP, Member Communications Ombudsman, [redacted] Washington, DC  [redacted], Attention: Hilary L[redacted]. 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 [email protected]

[redacted] Revdex.com of Metro Washington DC and Eastern Pennsylvania 1411 K Street, NW, 10th Floor Washington, DC  20005 RE: [redacted], Complaint # [redacted] Dear [redacted]: We are in receipt of your letter dated, 9/8/2016, regarding Complaint #[redacted], from **. [redacted]...

[redacted].  The complaint concerns an error made by AARP related to her renewal payment.  I have investigated this matter and welcome the opportunity to respond. [redacted] and T[redacted]’s membership, # [redacted], expired on 2/28/2016. I tried reaching [redacted] by phone to discuss her concerns and resolve them to her satisfaction.  Unfortunately, her number does not accept unidentified calls. That said, according to our records, [redacted] made an online renewal payment with her [redacted] credit card on 2/1/2016.  Unfortunately, her credit card was charged $66.00 and not the $36.00 she intended to pay.  We looked into this payment and on 2/1/2016, the online record indicates that, whether intentionally or not, a $30 donation was made to the AARP Foundation.  Further, [redacted]’s account was cancelled on 2/1/2016 and AARP processed a chargeback to her [redacted] card for $36.    We apologize for our errors and the time it has taken to resolve these issues.  On 9/22/2016, AARP Foundation sent a $30.00 refund check to [redacted] at the address we have on file: [redacted] Metairie, LA [redacted].  The check is being sent via [redacted] with tracking #[redacted].     As a way of apologizing for the inconvenience and aggravation they experienced, I have reinstated the [redacted]’s membership account with a complimentary 3-year term.  Their membership, # [redacted], is now active and paid through 9/30/2019.  New cards are on their way to the Langston’s and will come in an envelope with a bold red message on the front that says: "Membership card enclosed."  They are being mailed to the Metairie, LA address and should arrive within 3-4 weeks. Should you or [redacted] have further questions or concerns, please contact me directly and I will be glad to offer further assistance.  I can be reached via email, at [email protected], or through the mail at, AARP, [redacted], Washington, DC  [redacted], Attention: Hilary L[redacted] 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,  Hilary L[redacted] Member Communications Ombudsman Tell us why here...

November 9, 2016 [redacted] Revdex.com of Metro Washington, DC and Eastern PA 1411 K Street, NW 10th Floor Washington, DC 20005             Re:  [redacted], File #[redacted] Dear [redacted]: We are in receipt of your letter regarding...

the complaint of [redacted] that AARP sends him and his elderly parents numerous renewal notices six months prior to their membership renewal date. We have investigated this matter and welcome the opportunity to respond. Our records show that [redacted]’s membership (#[redacted]) is paid through April 2017. I apologize if these early notices have caused him any inconvenience. AARP sends a series of targeted renewal notices providing members the option to renew at a time that is convenient for them and to offer our Early Bird Discount membership rates. Also, the member’s name and account number are preprinted and prominently displayed on these renewal notices.  I have added suppressions to [redacted]’s account so that he will only receive one notice a few weeks prior to his renewal date, and 30 days post expiration.  Also, as [redacted] requested, I tried calling him today and left a message for him to return my call. Our records show that on May 10, 2016, one of our customer service representatives also left a message for [redacted] regarding AARP’s renewals. Additionally, I ask that [redacted] please provide us with his parents’ address so that we can also put a suppression on their membership account. I can be reached at ###-###-#### or by email at [email protected], AARP also sends out “generic” promotional pieces as part of AARP’s overall membership acquisition program. These pieces are neither addressed to nor targeted to a particular person or household and are bundled with other generic offers from other retailers. Since these are mass inserts, we do not actually know if the person receiving them is already an AARP member or if they live in a 50+ household.  Although the language on some of these generic pieces has in the past included an offer to “Renew your membership,” we have since revised that to explicitly state “Join or renew.”Our policy is to refund membership fees to members who renew in error, and when an account receives more than two advance payments, a refund is automatically generated for the member. Thank you again for bringing this matter to our attention. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate. Sincerely, Darlene G[redacted] Member Communications Ombudsman [email protected]

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

Dear [redacted]:We are in receipt of your letter, dated 5/22/2017, regarding complaint, #[redacted], of [redacted] concerning his selection of a premium offered with his enrollment in AARP.  We have investigated this matter and welcome the opportunity to respond.Our records indicate that [redacted]...

[redacted] enrolled in AARP on 4/9/2017.  His membership, #[redacted]8, is active and paid through 4/30/2018.  In reviewing his record, it appears he contacted AARP by email and phone and was sent two premiums; the Black Weekender Duffle on 4/18/2017 and the Deluxe Travel Bag on 5/9/2017.  We apologize if these were not the free gift expected, and according to our online marketing team, the Black Travel Bag premium, is on its way to [redacted] via UPS.  It was ordered on 5/30/2017 and is being sent to the address we have on file: [redacted]. The shipment has been assigned UPS tracking number:  [redacted].  [redacted] can check the status of this delivery at: [redacted]Should you or [redacted] have any questions, please contact me directly and I will be glad to assist you further.  I can be reached via email at, [redacted], or through the mail at: AARP, Member Communications Ombudsman, [redacted]  [redacted], Attention: Hilary [redacted].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,Hilary L[redacted] Member Communications Ombudsman  Tell us why here...

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

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

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

March 9, 2017   [redacted] Revdex.com of Metro Washington, DC and Eastern PA 1411 K Street, NW 10th Floor Washington, DC 20005               Re:  Complaint #[redacted] for [redacted]    Dear [redacted]:   We are...

writing in response to the concerns of [redacted] that were filed with your office on 2/24/2017 and transferred to our office for handling. We apologize for any aggravation this matter may have caused [redacted].  I have investigated the case and will explain my findings.   According to our records, [redacted]’s membership was created on 10/26/2016 with her payment made on a [redacted] credit card ending in [redacted].  In further reviewing [redacted]’s account, I found that AARP did not respond to [redacted]’s requests to cancel her membership on 12/27/2016 and 1//6/2017.  We genuinely apologize for our oversight and the aggravation this matter may have caused.    That said, on 2/7/2017 [redacted]’s account, #[redacted], was canceled and an automatic refund was issued in the amount of $11.46, the prorated balance on the account.  The refund was in the form of a reversal on [redacted]’s [redacted] card ending in [redacted] and the credit should have appeared on her credit card statement within 1-2 statement cycles.   Also, I have today issued a check to [redacted] for the additional $4.54, reflecting the full $16 payment reimbursement.  The check should arrive within four weeks, to the address we have on file: [redacted], **, Apt. ** Yelm, WA  [redacted].   In her Revdex.com complaint, [redacted] also states that she did not receive her membership card with her 10/26/2016 enrollment.  According to our records, upon receipt of her credit card payment, the membership card was sent to her on 10/26/2016 and should have been received by 11/25/2016.  The card was mailed to the address on file, [redacted], **, Apt. *, Yelm, WA  [redacted].   With our sincerest apology and if [redacted] would like, AARP will reinstate her membership with a complimentary five-year term and we will send new cards via special delivery. Should you or [redacted] have questions, please contact me directly and I’ll be glad to offer further assistance. I can be reached via email at, [email protected], or through the mail at: AARP, Member Communications Ombudsman, 601 E St, NW, Washington, DC  20049, Attention: Hilary L[redacted]. 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,  Hilary L[redacted] Member Communications Ombudsman  Tell us why here...

[redacted]
Revdex.com of Metro Washington, DC and Eastern PA
1411 K Street, NW 10th Floor
Washington, DC 20005
Re: [redacted], File #[redacted]
Dear [redacted]:
We are in receipt of your letter regarding the complaint of [redacted] that he continues to receive unwanted email from AARP...

despite his efforts to opt out. We have investigated this matter and welcome the opportunity to respond.
AARP makes every effort to honor stop solicitation requests, and we include an opt-out link in our messages for mail recipients to opt out themselves. Our records show that [redacted] contacted AARP’s toll-free customer service number on September 14, 2015 to have his email suppressed from receiving email communication. Our records show that [redacted]’s email address ([email protected]) was previously opted out on June 18, 2015.
We are sorry to hear that [redacted] is still receiving email. I ask that he please send a copy of the email to my attention at [email protected] so that I can investigate this matter further.
Also, as of September 14, 2015, we have added the name of [redacted] and his mailing address ([redacted], Laguna Hills, CA [redacted]) to AARP’s suppression lists and the lists of our service providers. 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. In the meantime, I look forward to receiving a copy of the email communication that [redacted] received so that I can resolve this matter for him soon.
Thank you again for contacting AARP. 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

April 8, 2016  Mr. [redacted]Revdex.com of Metro Washington, DC and Eastern PA1411 K Street, NW 10th FloorWashington, DC 20005             Re:  Edward W. [redacted], File #[redacted] Dear Mr. [redacted]: We are in receipt of your notice regarding Mr....

[redacted] that was filed with your office on March 24, 2016 and transferred to our office for handling.  The complaint is concerning the unsuccessful experience that his spouse (Mrs. [redacted]) had with the AARP on-line course administered by the AARP Driver Safety Program.  We have investigated Mr. [redacted]’ concerns and welcome the opportunity to resolve this matter. First, I would like you to know that we truly value feedback from our members and thank Mr. [redacted] for bringing this issue to our attention.  I hope that he’ll accept our apology for the problem that Mrs. [redacted] encountered during her quest to achieve a certificate of completion for the on-line AARP Driver’s Safety course.  This is certainly not indicative of the type of experience we want our members to have. Unfortunately, the voice authentication is a requirement of the NY DMV and out of AARP’s control. The system allows the participant 3 opportunities to fail the authentications throughout the course, and the user is notified of the number of remaining attempts during the process.  After a 3rd failed authentication verification is identified by the system, the user must start the course all over again.  The failures often can be attributed to background noise or inconsistencies in the way that the participant answers to the system. Our records indicate that Mrs. [redacted] had failed the voice authentication twice during the course, and she actually completed the course when the 3rd failure registered, however, she never proceeded to the last slide that informs the user that they were successful in completing the course.  As a result, the AARP Driver Safety Program printed a certificate of completion on April 7, 2016 for Mrs. [redacted] that was mailed via express and should reach her shortly. In addition, I’ve taken the liberty of extending the [redacted]’ membership for 1 year as an apology for the frustration that Mrs. [redacted] has experienced. New membership cards reflecting the expiration date of March/2020 for membership #[redacted] will arrive within 4 weeks. Again, I apologize for any frustration or inconvenience this matter may have caused them.  We are regularly considering ways to improve our driver safety on-line course processes and appreciate Mr. [redacted] taking the time to share his concerns. Sincerely,Description: Description: [redacted]Angelo S. B[redacted]Member Communications[redacted]