Complaints

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.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I've purchased quite a few guitar lessons from this guitarzoom. ever since they changed their website, I am missing courses that I payed for missing PDFs that come with all the courses. i've contacted them quite a few times and they responded that they were gonna let their tech team look into my problem, but they stopped answer my emails.

  Business Response

  Date: 04/01/2025

  Thank you for the opportunity to address the complaint filed by Mr. **** *********.

  We would like to assure you that we have been actively working to resolve the issue raised and have consistently communicated with the customer throughout this process.

  After transitioning to our new platform, *********************************** issues with missing courses and associated ***s. Due to the complexity of this transition, his account required manual adjustments. We have made significant progress, and we are in the final stages of resolving the issue. Specifically:
  Manually Added Courses: His courses were promptly added to his new dashboard.
  Restored Progress: His progress tracker has been fully updated, enabling him to continue his lessons without interruption.
  Manual Upload of ***s: We are in the process of manually uploading the *** tab books for his courses, which will be completed shortly.

  Throughout this process, we have maintained consistent communication with Mr. **** *********. He has acknowledged our updates and expressed appreciation for the progress made. His feedback demonstrates that weve been responsive and transparent at every stage.

  While we understand the frustration caused by this transitional period, we believe the complaint may have been filed prematurely, as we have diligently addressed his concerns. Given the manual nature of the required fixes, the process has taken some time, but we are confident that everything will be completed without further delay.

  We kindly request your understanding, as we believe weve gone above and beyond to resolve the issue. We are committed to ensuring the customers satisfaction and remain open to addressing any further questions or concerns he may have.

  
  Thank you for your attention and consideration.

  Customer Answer

  Date: 04/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *********
  
   
  

• Initial Complaint

  Date:09/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I reached out to GuitarZoom multiple times to cancel Auto Renew, but I was ignored, and they charged me an auto renew fee of $299.00.I opened a case with PayPal and GuitarZoom told me they would refund my money within 24 hours if I would drop the PayPal dispute.I closed the dispute 4 days ago and have not heard back from them since. I have reached out multiple times but I have been ignored, Below is the refund offer the message from GuitarZoom. (Also attached)Message from Guitar Zoom:Then, finally, I took time to check your forwarded emails and realized you were responding to an email that the marketing team used in sending out promotional materials, you were responding to ******************** Although, I don't have access to this inbox, I acknowledge your claim and would like to ask that you cancel your PayPal dispute so we can proceed with the refund process accordingly. Please be aware that processing a chargeback through PayPal may extend the time it takes to receive your funds compared to a standard refund process. To expedite the resolution and ensure a smoother experience, we kindly request that you consider cancelling your PayPal dispute. Once this is done, please notify us promptly, and we will proceed with reversing your payment within *********************************************************** resolving this matter efficiently. We are committed to providing you with the best service and ensuring your satisfaction. Thank you for your cooperation and understanding. Warmest regards, *************, GuitarZoom Customer Support This email is a service from ***************** Delivered by ******* [************] Thank you.