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Business Profile

Pianos

Hollywood Piano Company

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Hollywood Piano Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Hollywood Piano Company has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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:03/10/2025

      Type:Product Issues
      Status:
      Answered
      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.
      On 11/25/24, I purchased a piano from Hollywood Piano, paid $11,000 deposit (half of total price). I was assisted by salesman *******, who assured me that the piano would be restored and refinished to the highest standards, with completion expected in about a month.When the piano finally arrived on 2/22/25, the finish was unacceptable the wrong color and poorly applied. I contacted ******* immediately, shared pictures, and he agreed the work was subpar and apologized. He advised returning the piano.The next day, ******* presented three options:Give them another chance to correct the finish.Find a different piano that meets my criteria.Refund my deposit.I explained that I had lost confidence in their ability to fix the finish, especially since they could not explain why it was wrong in the first place. Leonards search for a replacement piano was unsuccessful.Given the circumstances, I am requesting a refund of my deposit, as he has not responded to my request.Per our contract, the phrase Complete refinishing to customer request was clearly stated, and the work provided does not meet those terms.

      Business Response

      Date: 03/20/2025

      This client ordered a custom finish piano.  Her deocrator decided with her on the color.  The decorator approved the piano prior to delivery.  We delivered and they were not happy and asked to take it out asking our salesperson ******* to find another piano for them.  He was in regular contact with the cusomter and was surprised about the comolaint.  He spoke to the customer and immediately gave a complete refund of the deposit, even though we arr out of pocket $4,000 for the work done on the piano.  I don't understand why after haven given a full refund we are still talking about this weeks later. 

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