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Business Profile

Music Store

Willis Music

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Music Store.

Complaints

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

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Willis Music has 5 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.

    If you've experienced an issue

    Submit a Complaint

    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:11/20/2024

      Type:Service or Repair 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.
      My daughter’s bell kit was supposed to be picked up from her school at the end of May by this company. That wasn’t done and My child's instrument came up missing from her school. Once it was brought to my attention, I filed a police report and that was supplied to Willis Music in August. I was told by Rob that I would receive a refund for the month that had been charged to my bank card.. Well, the next month comes around and I'm charged yet AGAIN! (looked back over bank statement and no refund had been issued for prior month)
      Once I was able to get someone to answer the phone after calling multiple times. I just happened to get Rob on the phone. Rob was short with his answers and came off as being rude. Couldn't give me time frame when the issue would be resolved and that they basically forgot about me because it's their busy time of the year!
      I called their main number and asked for the manager of Rentals. I called Cindy H**** (manager) and followed up with an email, I received no email or phone call stating when this issue would be resolved!
      I also called the next day and can't get anyone to answer their phone.
      This most recent charge actually took my account into the negative and so now I owe a fee to the bank.
      November is here and I’m hit with another charge and another over draft fee for yet another unauthorized charge!! I call again and speak with Cindy head of accounts. She says “oh I’m waiting to hear back from the bank director”. So while I’m on the phone with her I tell her “I’m emailing you a copy of email from the band director stating she spoke with someone at Buddy Roger’s”.
      Emailed the VP Paul to inform him on what his head of accounts is NOT DOING and of course no response! Call a few times and it goes to voicemail (these people NEVER ANSWET THEIR PHONE). I’m seeking money reimbursement from June-November and three times these unauthorized charged occurred my account was over drafted so I’d like that reimbursed as well totaling $246.

      Business Response

      Date: 11/29/2024

      Cindy has tried to work with these parents many times.  They are responsible for the instrument until it is returned to us, not when they drop it off somewhere else.  The police report they refer to was filed about 3 months after they claimed to have "returned" the instrument; their contract dictates 48 hours.  I am named and blamed for my lack of response which came about 6 business hours after receiving their e-mail, not really fair in my opinion as I had to research before getting back to them.  We received this BBB letter 11-29-24 although it is dated 11-20-24.  The customer is responsible for the rental until they return it to WIllis which we still do not have it.  A settlement was proposed to save them money which they refused.  Those are the facts as I know them.  We do not see fault with ourselves in this case.

    Willis Music is NOT a BBB Accredited Business.

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