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Business Profile

Online Education

Drumeo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Education.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:30/10/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi: I paid for a lifetime membership to Drumeo. This cost almost $1,000.00 American dollars. $998.00 to be exact. This is 5 times what a year of Drumeo costs. When I spoke with Joy, from Drumeo last week I explained my situation. I even asked her to give all lifetime members the bonuses. Why are we, the lifetime membership holders paying all this money, and the people that pay 5 times less are given the bonuses. This is the ******* **** *** ****** just to get money out of people. I was never told I had to be student reviewed for Drumeo to place me at a certain musical level; for example, beginner, intermediate, or advanced.?Wouldn’t I know what playing level I am at? Who are they to tell a professional musician they will student review you? When I explained this to Joy that I have been playing almost 40 years she laughed as if I was *****. Very unprofessional. She also went onto say “ A mentor would be getting in touch with me. This has never happened. Lots of ***** promises. I also have had to do IT work for Drumeo. I am not a IT person. There have been numerous times my membership has not even opened. When I explained this to Hannah. and Samantha they sent me over instructions from ***** instead of them walking me through the process, I had to record the screen for them. Do I work for Drumeo? I don’t remember being on the payroll! Lol, and seriously. They need to hire an IT person. I did not receive any bonuses for free. I had to pay for them. I have the receipts. Please ask Drumeo to send me the new Drumeo pad stand, ear buds at no cost to me, and the ***** pad practice pad at no cost to me either. If not, I want a full refund of what I paid - the $998.00. If they do not comply; my next stop will be the ******** ******** *****. Thank you very much for your help.

    Business Response

    Date: 10/11/2023

    Better Business Bureau (BBB),
    Weve carefully reviewed the complaint and understand the issue. On October 23, 2023, our team recommended three options for the student to explore to support his learning journey and get better acquainted with the website and platform. The options were as follows:
    Change your ****** Mentor to match your level of experience
    Arrange a time to meet with your new Mentor to guide you through the platform, helping you discover the full range of resources available, including access to ******, ********, and *******, as part of your ****** Membership since October 2022.
    Collaborate with your mentor to submit Student Reviews and receive personalized practice plans, enabling you to progress and continue your musical journey.

    The student did not reply.

    Upon a thorough examination of his account history, we see that he has previously made similar requests, with the exception of the Pad Stand, which is a recent addition to our offerings.
    The ****** team was accommodating to the students requests. See below:
    In September 2020, the student received complimentary Drumsticks and a Drumeo Gab tee, with only shipping costs to cover.
    In November 2020, the student obtained a ** Practice Pad without incurring any costs for the pad itself, with only shipping expenses.
    In August 2021, the student was granted a one-year access to ****** at no cost.
    In April 2022, the student encountered technical challenges, and the ****** team worked diligently to assist him. However, there were some difficulties in providing the necessary details we needed from him to provide effective support.
    In May 2022, the student requested a shipping refund for the QuietKick, which was not processed due to not meeting the threshold for free shipping.
    In October, the student was introduced to the ****** Mentor and had inquiries for her.
    In December 2022, the student reached out to his current ****** Mentor seeking assistance with specific issues, and she made efforts to resolve these concerns.
    In December 2022, the student asked his mentor to address his issues, and she provided guidance on the most effective way to contact us for assistance.


    Resolution:
    We will offer a full refund for the students Lifetime Membership in the amount of  [$998.00 USD], which will also deactivate his account at ******, as we understand that our service may not have met his expectations. We feel this is a customer-centric approach and would satisfy the student. We wish him well on his music journey.
    This refund will be made promptly, and we will refund the credit card that we currently have on file for the student. If the payment method needs updating, we will require that information ASAP. Thank you!


    Sincerely,
    Student Experience, ****************.
    ***************************** *********** ** *** ***
    ******



    Customer Answer

    Date: 11/11/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to ask one more thing; I would like to keep all the Instructional drum packs that I purchased, and all the videos 
    That I saved to my Lifetime Drumeo/****** account if, and when, I decide to come back to Drumeo. I no longer have the ******** credit card that I purchased the lifetime Drumeo/****** membership with. Could you please send me a check in the mail, or I could provide you with the routing number, and account number to have the refund directly deposited into my checking account. Please follow up with me to let me know how you will proceed in giving me my refund. Thank you Drumeo/******, and especially ********, from the ******** Better Business Bureau with his assistance in this matter. 
    Sincerely,

    ***************************

    Home- ************

    Cell- ************

    Customer Answer

    Date: 17/11/2023


    Complaint: ********

    I am rejecting this response because:

    Please contact Drumeo and have them contact me to give them the details of where to send my refund of $998.00 US Dollars. Also, please ask Drumeo to keep all my drum instructional packs in my lifetime membership, and all the instructional drum videos that I have saved to my lifetime membership. Thank you very much. 

    Sincerely,

    *********************

    Business Response

    Date: 20/11/2023

    Better Business Bureau (BBB),


    Resolution:


    We will offer a full refund for the student's Lifetime Membership in the amount of  [$998.00 USD], which will also deactivate his account at ******, as we understand that our service may not have met his expectations. We wish him well! 
    We feel this is a customer-centric approach and would satisfy the student.

    Addressing the students additional requests of keeping/downloading Drumeo content:
    This is not possible with a deactivated account as that lies embedded in the subscription model only-subscribers have access to our vast library of content online by paying monthly/yearly/ lifetime subscription fees. Content is for online streaming, not for download.

    This refund will be made promptly, ****** will contact the student via email the week of November 20th, 2023 and would aim to refund via direct deposit within 5-7 business days once we have connected with the student.



    Sincerely,
    Student Experience, ****************.
    ***************************** *********** ** *** *** ******

    Customer Answer

    Date: 21/11/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***************************

Drumeo is NOT a BBB Accredited Business.

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