Complaints

This profile includes complaints for Music & Arts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Music & Arts has 66 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Music & Arts

  7550 Teague Rd Ste 115 Hanover, MD 21076

  
• 

  Music and Arts Center

  742 W Route 70 Marlton, NJ 08053-1644

• 

  Music and Arts Center

  762 Rt 17 N. Paramus, NJ 07652

• 

  Ted Herbert's Music and Art Center

  18 March Ave Manchester, NH 03103-4012

• 

  Music & Arts Centers

  20 Colrain Street Greenfield, MA 01301

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:06/30/2025

  Type:Customer Service 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 rented from this place
  I’ve been trying for days to reach customer service
  One day I was on hold for over 7 hours another day over 5 hours hold. I went to the store they said they couldn’t help me. I need to get in contact with them to renew my rental but since I can’t get in contact with them they are now charging my credit card for a monthly payment with is more than double the monthly rental. This is not how you do business

  Business Response

  Date: 07/01/2025

  Dear ***** *****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental and our hold times. A member of our customer service leadership team will be reaching out to you to discuss your accounts. Again, I apologize, and we will get your issues resolved promptly.

  Thank you for your time,

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

   

   

  Customer Answer

  Date: 07/02/2025

  
  
  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,
  
  
  
  ***** *****

• Initial Complaint

  Date:06/18/2025

  Type:Billing 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.

  We rented a saxophone from Music & Arts in August 2023 through our sons school band program. After two years of use, my son decided to discontinue playing the instrument. Beginning in April 2025, I received multiple phone calls from Music & Arts outlining our options for purchasing the saxophone, including credit we had accrued over the rental period.After deciding not to purchase and instead return the saxophone, I attempted to contact Music & Arts using both the phone numbers and email addresses that had previously reached out to me. Despite making repeated attemptsapproximately a dozen emails and phone callsI was unable to reach anyone. I also checked my online account but could not find any clear instructions on how or where to return the instrument.Because the instrument was rented through the school program, it was unclear whether the return should be handled through the school or a retail location. With no guidance and after considerable time spent trying to reach someone, I eventually drove to the nearest Music & Arts retail store to return the saxophone.I want to emphasize that I made every reasonable effort to return the instrument in a timely manner. After hours on hold and repeated unreturned messages, I took the step of locking the credit card associated with the rental to avoid being charged further for an instrument I was actively trying to return. I do not believe I should be held financially responsible for additional rental charges under these circumstances, as I acted in good faith and made every effort to follow the appropriate return process.Unfortunately, today I started to received multiple phone calls from a phone number that says something about collections. This is aweful that they want money, however, they are not interested in respectable customer service.

  Business Response

  Date: 06/19/2025

  Dear ***** ********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. The balance of $51.72 has been credited and your account is closed with a zero balance.

  Thank you for your time,

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

  Customer Answer

  Date: 06/20/2025

   
  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,
  
  ***** ********

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  My son rented a band instrument through this company for school. We were instructed to return the instrument to a designated location, where it would be picked up by the company. I followed their instructions and returned the instrument to the specified location. However, the instrument is still sitting there, and the company has not picked it up.
  
  Despite returning the instrument, my credit card continues to be charged monthly for the rental. I have made multiple attempts to resolve this issue by calling their customer service line, but each time I am placed on hold for extended periods—often up to an hour—without ever reaching a representative.
  
  This has caused unnecessary financial stress and frustration. I am requesting the following:
  1. A full refund for the charges that occurred after the instrument was returned.
  2. Immediate cancellation of the rental agreement.
  3. Confirmation that no further charges will be applied to my account.
  
  This situation is unacceptable, and I am submitting this complaint in hopes that it will prompt the company to take swift action.

  Customer Answer

  Date: 06/11/2025

  Instrument was dropped off at affiliated music store on 24 May 2025. Instrument was never picked up by Music & Arts. Music & Arts continues to bill me $42.10.

  Business Response

  Date: 06/12/2025

  Dear **** *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. I can confirm your instrument is returned and a refund in the amount of $42.10 will be processed today, June 12,2025 to your credit card ending ****. Please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

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

• Initial Complaint

  Date:06/02/2025

  Type:Customer Service 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 have been trying all week to reach somebody to get a return authorization for my daughters clarinet that was rented during the school year. I have sent emails, ******** messages and waited on hold for 30 to 60 minutes waiting to speak to someone and I am getting nowhere. Earlier this week I called a music and arts store in ** asking for help and I was told a message would be sent to a representative but again I have not heard back. I do not know what else to.

  Business Response

  Date: 06/03/2025

  Dear ********* ********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. Someone will be reaching out to you today to discuss your RMA.

  Thank you for your time,

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

  Customer Answer

  Date: 06/09/2025

  Everything has been resolved. I received a phone call from Music and Arts staff and was able to start a return authorization for my daughters clarinet. Thank you for your help, I would not have been able to resolve this without you!

• Initial Complaint

  Date:05/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  We are a family with two children in band who have financed one instrument through Music & Arts and are currently financing a second. Recently, our credit card on file was compromised and replaced. Unfortunately, the new card information did not automatically update in our Music & Arts account.Instead of receiving proper notice or assistance, we were abruptly contacted by what was described as a "collections company." Upon further investigation, I learned this was not an external collections agency, but rather an internal division of Music & Arts posing as such approach that created unnecessary panic and confusion.I have called multiple times over the course of several weeks, often being left on hold for over three hours without resolution. When someone finally did answer, the representative was dismissive, unhelpful, and unprofessional. The entire experience has been unnecessarily stressful and frustrating.The companys lack of accessible customer support, long hold times, and poor service training have made it incredibly difficult to manage what should be a simple billing issue. This reflects a broader failure in customer service and transparency.We are loyal customers who have financed multiple instruments, and this experience has made us seriously reconsider continuing to do business with Music & Arts. I am filing this complaint in hopes that it will encourage Music & Arts to address their customer service practices, billing procedures, and staff training.Desired Resolution:Accurate clarification of our account status Immediate removal from any false "collections" process Improved customer support response times and service etiquette Written confirmation that our account is in good standing Thank you for your attention to this matter.

  Business Response

  Date: 06/03/2025

  Dear ****** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental account. I can confirm your account is current at this time. You updated your credit card on 5/29/25 and made your payment. You can disregard the notice you received. A customer service supervisor will to be contact with you regarding your recent interaction.

  Thank you for your time,

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

  Customer Answer

  Date: 06/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: the response does not address that the customer service is below standard. The wait times were upwards of 3 hours. 

  I also must add the female customer service representative did encourage me to email music and arts with my complaint. However, she did report they would read the email but the chances of anything changing are very minimal to low and or no action would take place on their side when it comes to increasing staffing to decrease wait time. 

  I  find that the wait times interfere with the customer 's actions in attempting to update their account. 1 to 3 hour wait is unacceptable.  

  I am aware that my account is in good standing because I waited 3 hours to make that correction. 

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Music & Arts charged my new debit card without my permission to an account that doesn't even belong to me. I did not authorize this charge, nor did I call in and give them my new debit card information for them to use. I tried calling to speak with a manager at the call center and was hung up and told I couldn't speak with anyone because I'm not on the account in question. I was also told that they can charge whatever card they need to recover funds. I have since spoke to my bank who is disputing the charge, but I also cancelled my debit card and had to reorder another one. I have no idea how they would have gotten my new card number.

  Business Response

  Date: 05/29/2025

  Dear ****** *********,

  I apologize for any frustrations you may be experiencing. Your credit card was given for this rental account. Please have the customer contact us directly at ************** so that we can discuss with them directly.

  Thank you for your time,

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

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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 signed my son up for private trombone lessons at this location. I informed the store at least a month in advance that we would be discontinuing the lessons because my son was starting baseball. I communicated my cancellation several times, but they still charged my card anyway om 3/20/25 for $160.00.I have contacted both the store and the corporate office multiple times regarding a refund, but I have had no success. They keep giving me the runaround. It has been over a month, and I still have not received my refund. I believe they fraudulently charged my card. Their repeated explanation that it takes time for a refund is unacceptable. The store said that they need the ok from the corporate office while the corporate office states that they have nothing to due with refunds and the refunds are done in store.

  Business Response

  Date: 05/29/2025

  Dear ******* *****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding you lesson account. I can confirm you were refunded $160.00 to your credit card ending 3706 on May 2, 2025. Refunds take 3-5 business days to post to your account. Please check with your credit card company to confirm the refund. Your account is closed with a zero balance.

  Thank you for your time,

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

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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 RECEIVE A BILL FROM MUSIC AND ARTS TO WHICH I HAVE FILE A REFUND WITH MY BANK SHORTLY AFTER MY BANK ISSUES ME A REFUND I RECEIVED A NOTICE OF A BILL STATEMENT FROM MUSIC AND ARTS FOR $152 FOR LESSIONS THAT WERE NOT TAKEN. I CALL CUSTOMER SERVICE TO REFUSE TO ADDRESS THE PROMBLE ABOUT THE BILL TO WHICH I DON'T OWE.

  Business Response

  Date: 06/03/2025

  Dear ***** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustration you may have experienced surrounding your lesson account. I can confirm your lesson account is closed with a zero balance.

  Thank you for your time,

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

• Initial Complaint

  Date:04/17/2025

  Type:Billing 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 rented a percussion kit from Music and Arts in August of 2024. I called them to tell them we did not need the rental. This called was placed in August. They gave me a return number and Music and Arts sent someone to pick up the instrument. I received my September bank statement and I was charged the $42 for August (that was fine since we did have the instrument for a short time in august) and also for September. I got busy and did not call to inquire why. I assumed they would adjust. I got my october bank statement and they had charged me again. I began calling at this time. I was told they would stop billing me and also that they didn't see my instrument returned. I assured them it was. She looked again and saw our original percussion kit HAD been returned but that another instrument had been assigned to my account. I told her we never ordered another instrument. She said that someone must have accidentally put it on my account. I asked for a refund. She assured me she would "send notes and refund info" to a supervisor and hear back. I waited 7 days and called back. She told me a supervisor had reviewed but must have not seen the 2nd instrument was not supposed to be on my account. She assured me it would be fixed. Jump ahead several months and they still kept billing me and i called 7 times and each time they assured me it would be handled. One man told me he "took better notes" and I would receive a call. I never did. I could never speak with a manager. They said "that isn't the way it works." They assured me they were trying to find the instrument that was accidentally tied to my account before they could refund me MY money. I told them they illegal took funds from my account for a product I never got or signed up for. Months later..I still have not received a call or my refund. I have told my mom friends never to do business with them.

  Business Response

  Date: 04/24/2025

  Dear ******** *****

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. You were refunded $254.50 on April 18, 2025, to your credit card ending ****. I can confirm your account is closed with a zero balance.

  Thank you for your time,

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

  Customer Answer

  Date: 04/24/2025

  
  
  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,
  
  
  
  ******** *****r

• Initial Complaint

  Date:04/15/2025

  Type:Billing 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.

  Instrument rent-to-own agreement originally signed in August 2021 with CIC, which was absorbed by Music & Arts when CIC was purchased in 2021. Agreement included a Repair/Replacement plan. Agreement was for 37 months, with the final payment due to be September 2024.
  
  In June 2022, brought instrument in for a minor repair (a single bent key). Was called a week later to come pick it up, they opted to replace it instead but did not explain why. However, when they replaced the instrument, the rent-to-own agreement was reset, even though the contract plainly states that "Terms, Prices, and all equity of the original contract remain in force with the replacement instrument."
  
  This error was discovered in January 2025, when a review of credit card bills showed that monthly charges occurred in October, November, and December. I called Music & Arts customer service, explained the issue, and was told the billing department would contact me. They never did. In February I was billed again and I called again, was told a supervisor would call me back. They did, they advised that the "audit team" would look at everything and call me back. They never did.
  
  In March, I contacted my credit card company and requested that the charges for Oct, Nov, Dec 2024, and Jan, Feb 2025 be reverse. I provided them all this information and the original contract, they have reversed the charges for Nov, Dec, Jan, and Feb. October is still in question because there might be a final $1 payment due for October 2024. I was billed again in April, this time for two months worth of payments, and disputed that charge as well. That dispute is pending.
  
  Contacted local store, they agree that there is an error, have submitted an "internal ticket" to have someone look at it, but cannot fix it themselves.
  
  Today received a past due notice for the first batch of disputed charges.
  
  Would like the contract error to be resolved, restored to the original terms, and my account closed.

  Business Response

  Date: 04/17/2025

  Dear ******* ******* 

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. The retail price of your instrument was $1309.00; you had paid $180.00 (6 payments) towards this amount when Music & Arts acquired your account in Feb 2022. That left you with a balance of $1,129.00, 37 regular payments and one final payment of $16.41. Your final bill was due in March 2025. Tax and REMP don't go towards the retail price. There was an exchange to a more expensive instrument which extended your contract terms however we are honoring the price of your original instrument. You have been refunded $73.70, and your rental account is currently closed, pending any additional chargebacks we receive. A member of our customer service management team will be reaching out to you to discuss and any additional concerns.

  Thank you for your time,

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

  Customer Answer

  Date: 04/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Before I am comfortable closing this as accepted complete, I need a final billing statement indicating that the original contract is considered settled/paid/closed and that no further efforts will be made to collect money.
  
  As an aside, and the root of the problem: There was no exchange of the original instrument, and thus should have been no extension of contract terms. I dropped the instrument off for a repair, and your shop chose to replace it with an identical instrument under the REMP instead of repairing it for reasons that were never shared with me. I never signed anything purchasing a new instrument or exchanging for a more expensive instrument. 
  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/18/2025

  Dear ******* *******

  Attached is your paid in full letter.

  Thank you for your time,

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

  Customer Answer

  Date: 04/21/2025

  
  
  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,
  
  
  
  ******* ******