Complaints

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

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  Music & Arts

  7550 Teague Rd Ste 115 Hanover, MD 21076

  
• 

  Music and Arts

  3811 Evergreen Pkwy Bowie, MD 20716-2228

• 

  Music & Arts

  14577 Potomac Mills Rd Woodbridge, VA 22192-6808

• 

  Music & Arts Center

  19721 Frederick Rd Germantown, MD 20876-1337

• 

  Music & Arts

  17903 Willie Rd Lewes, DE 19958-4210

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:01/17/2024

  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 purchased ********* Smith Vibraphone Mallets Set of 4 (2 Matched Pairs) on 11/24/23. I only received 1 of the 2 pairs (i.e. only 2 sticks). I called Music and Arts to complain that I received only the partial shipment. They said they would send the remaining pair (the other 2 sticks). I received the other 2 sticks, but then was charged again for the same item. I called customer service again on 12/22 and was told by customer service she would open an internal inquiry. I received a call back from Music & Arts on 12/29. I explained the same thing again. The customer representative said she understood the situation and that she would close the issue. on 1/16 I get a letter from a collection agency, ****** ******* for the same amount.
  At this point, after 2 months and 4 very painfully long calls where I am explaining the same situation each time (even though they should already have this straight in their records), I still only have 4 stick, but have been charged for 8. I paid for the 4 sticks I have. The company simply refuses to research the situation thoroughly and resolve the issue. Instead, apparently, they are in the practice of charging for full shipments while only shipping half the inventory ordered.

  Business Response

  Date: 01/18/2024

  Dear ******* **,

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

  Thanks

  Jessica N*****

• Initial Complaint

  Date:01/16/2024

  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 a viola from Music & Arts (*************************** on August 19, 2023 ( order # *************) and was charged $5.40 for the first month's rental. I never received the instrument. Repeated efforts to contact the company by phone, email, mailed letter, and text have failed. They have ignored all attempts to contact them, and not cancelled my contract. They took my money for the first month, did not supply the instrument, and are continuing to charge me for the rental. I blocked the merchant on my credit card but they changed their name, and have charged me again for the last two months (I am disputing the charges.) I would like this company to cancel my contract, stop charging my card, never contact me again, and refund my $5.40.

  Business Response

  Date: 01/24/2024

  Dear ***** *******

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. On January 17, 2023, your account was closed, and you were refunded $106.92 to your credit card ending ****. On January 19, 2023, we received a chargeback from your bank in the amount of $33.84. We are currently waiting on a resolution from your bank regarding the dispute. If your bank refunds you the $33.84 you will need to remit those funds back to Music & Arts since you were previously refunded.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 01/24/2024

  
  
  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:01/12/2024

  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 purchased a guitar from their location in Tigard, OR. I then was offered one free lesson, for purchase of the guitar. I then signed up for a set of four lessons. At the end of my set of lessons, I was asked by the store employee if I wanted to continue the lessons. I told him I would have to check my schedule for availability and I would call back, once I knew my schedule for the upcoming month to determine if we were going to continue with lessons or not. The next day they charged my debit card for $212 ,for another set of lessons. I never agreed to continue. I called several times to speak with the manager and never received a call back. I called their corporate offices and was told I had to deal with the local store. My bank called the local store and was told they refunded me. To this day, this has not happened. They have now sent me to collections. I never agreed to extend the lessons and I still don't have my money back.

  Business Response

  Date: 01/29/2024

  Dear ***** *******,

  I am writing in reference to your concerns regarding your lesson account with Music & Arts. I can confirm you were refunded $212.00 to your credit card ending **** on December 28, 2023. 

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 01/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because, you have sent me to collections for this matter and have also sent me an invoice showing $212, as money due. I have called your collection department and was told a manager would contact me, but I’ve never heard from anyone. What I’d like to know at this point is, does my account show a balance of zero and have you rescinded your submission to the collection agency, to close this matter in full with no damage to my credit and reputation. I’m asking for communication that clarifies this matter, so that I know it is resolved and can be put in the past. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/05/2024

  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.

  Customer # *******
  Back in 2016 we rented a flute for my daughter. At the beginning of the 2019 school year she decided to stop playing the flute. On 10-29-19 my wife went to return the flute at the Greece, NY Music & Arts dealer (which is now closed). She was told that with the amount we had paid since starting our rental is enough to own the instrument and would not take the instrument back. She was also told that the account would be closed. The monthly rentals were set up with our bank debit card so we were not getting paper statements in the mail. We trusted the company had closed the account and never checked our bank statements. This past summer we had fraudulent activity on our bank cards and they were replaced with new cards with new numbers. A couple of months later we received a paper bill in the mail stating we owed 191.60. I called the nearest Music & Arts store in Pittsford NY and explained my situation to the customer representative. With the help of another coworker I was told that NY used to be a rent to own state and now it is a rent to rent state. They were very sorry for my troubles and didn't know how to proceed. She took all my information and sent an email to corporate. I never heard back so almost 2 months later I called the store again. I was then told I had to return the instrument in order to end the fees. I brought the instrument in and was told that the rental fees would stop but in order to close out my account I would need to pay the outstanding balance of $191.60. I was eventually escalated to the regional manager Chris F***** who has stopped responding to my calls. I not only need the $191.60 in outstanding fees dropped but the company owes me $1,409.40 in charges to my account when the account should have originally been closed.

  Business Response

  Date: 01/17/2024

  Dear ****** ****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustration you may have experienced. Your contract was rent to rent not rent to own and has been this way since the beginning. NY hasn't been a rent to own state since 2010. You could have reviewed your contract at any time for the terms and conditions. Due to the misinformation and your instrument being returned, we credited off the balance of $191.60. You have a zero balance, and your account is closed. 

  Thanks

  Jessica N*****

  Customer Answer

  Date: 01/23/2024

  Jessica,

  Thank you for your response. I am pleased that you have closed my account with a zero balance. I will go back and see if I can find my contract. However, we tried to return to the store and was told that we own the instrument by your employee and your employee would not accept the return. We assumed that your employee was looking at our contract and knew what she was talking about. It's a good thing we didn't private sell the instrument. In my mind this was a company mistake and your company still owes $1,409.40 in back charges from your company.

• Initial Complaint

  Date:01/04/2024

  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 had signed up a Bass Guitar Lesson with the Oxon Hill location on Wednesday's starting 11/15/23. I picked Wednesdays because it is the only days of the week that I have availability to take the lesson. I did the booking via their online portal and picked the instructor as well as made my first payment including the lesson registration fee. When I showed up in person, as scheduled, to take the lesson on the first Wednesday, 11/15/23, the instructor did not show up. After waiting almost fifteen minutes, I approached the guy at the desk and asked if the instructor was going to come to the store since I have been waiting for over a quarter of an hour. The clerk at the front desk called the instructor and found out that he was not able to come and additionally that he is cancelling my lessons due to the fact that the instructor is not working on Wednesdays any longer. As a paying customer for a specific product and date, I was extremely disappointed that I had to wait this long to be denied service. Despite the inconvenience, I was very calm and voiced my frustration to the representative. He went ahead and cancelled the service as requested but could not process my refund. He gave me an 800 # to call to receive my refund. When I called the 800 #, I was told that the specific location processes the refunds, not their main corporate office. I even had both parties via a three-way conference calling and they both could not agree who needs to dela with my refund while I was on the line. I told both that I was going to go ahead and dispute the charge with my credit card company by attaching the same e-mail attached here. As far as I know the credit card company was working on this. While all of this is going on - I now received a debt collector for not paying the recurring music lesson charge. I am beyond agitated and frustrated as I felt the victim of false advertising and the effort being put forward to intimidate me using a debt collector.

  Business Response

  Date: 01/04/2024

  Dear ****** ********,

  I am writing in response to your concerns regarding your lesson account with Music & Arts. I apologize for any inconvenience this may have caused you. I can confirm that you received the $178.00 back to your credit card ending **** when you issued the chargeback with your credit card company on December 13, 2023. Your lesson account was credited and is closed with a zero balance.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 01/04/2024

  
  
  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:01/04/2024

  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.

  Music & arts provides a trumpet that my son “rents to own” as a 6th grader middle school band student.
  I have requested that music & arts mail a monthly invoice in order to collect the monthly payment that is due. This agreement was initiated over 6 months ago when my son joined the band. I called music and arts on 01/02/23 when I received a statement in the mail that stated a $15 collection letter fee.
  Here are my concerns:
  This company doesn’t regularly mail the invoice. In 5 months I have received 2 invoices. The 2nd invoice had a $15 collection letter fee.
  I called music & arts to inquire about when invoices are mailed. I wasn’t given an answer, nor could anyone look at my account to tell me. The only information that could be provided was what I owed and what I had paid.
  It was asked of me 5 times to “just put a card on file” for the company to set up recurring payments. I explained that I would prefer to mail a personal check.
  Wanda in customer service and Hector in the billing & collections department couldn’t inform me of the date my invoice would be mailed. Apparently, I’ve paid several late fees that I’ve been unaware of as the billing statement only reflects a balance due and doesn’t provide a breakdown of charges and fees.
  This company needs to provide billing clarity with a breakdown of charges on paper billing statements to customers.
  This company needs to be able to give exact dates of when invoices are due and when they are mailed.
  Customer #*******
  I’ve never been late on a payment before and this is upsetting that I’m charged late fees when bills aren’t mailed monthly as agreed upon in customer instrument rental agreement. I was told that most people just put a card on file and I was asked twice why I wouldn’t.

  Business Response

  Date: 01/04/2024

  Dear ****** ********,

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you may be experiencing. Per your contract a valid credit card must be on file for your monthly rental payments to be charged (see step 2). Per #11 on the back of your contract, you will not receive monthly billing statements from us. Your account was paid late in Sept, the Sept invoice was due on the 22nd and we received it on October 18th. The total for your Sept and Oct invoices was $84.18 you paid $80.00 leaving $4.18 past due for your October 22 invoice. We received your next payment for the remaining past due for Oct 22nd and your Nov 22nd invoice on December 14th. You then paid your Dec 22nd invoice on January 2nd. Your account has been past due every month because the credit card you provided for ezpay initially was declined. Your next payment is due on January 22, 2024. Attached is a copy of your contract and payment history for your review.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 01/05/2024

  
  
  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:01/04/2024

  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.

  The company is stating that the amount owed on my account is more than it is. I have email communication from the original company that was bought out by Music & Arts stating my remaining balance is $749, and I have proof that I've paid $708 leaving the remaining balance of $41. Music & Arts is stating that the remaining balance is $133.51. I have tried resolving the matter with their customer support to no avail and have been unable to get in contact with anyone higher than a customer service representative.

  Business Response

  Date: 01/04/2024

  Dear *** *****,

  I am writing in response to your concerns regarding your instrument rental with Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. The terms of your contract are for 14 payments of $50.00 and 1 final payment of $.01, plus LDW of $5.00 each month plus tax. You have paid 12 of those payments totaling $708.00 therefore you still have a balance due. There is no refund due and your current balance is $133.51. Please contact us at 1-888-731-5396 for any additional questions or concerns.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 01/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Firstly, I have never signed a contract with Music and Arts. The one and only contract was between myself and *** **** *******, which was bought out by Music and Arts.
  
  Secondly, you stated that the terms of the contract was to make 14 payments of $50, that total is $700. You stated that I have already made $708 in payments as shown in the attached bank statement. If the monthly payments are to be for $50, how is it that you’re showing $133.51 as a remaining balance? That math doesn’t add up at all.
  
  Thirdly, the attached email dated 29 July 2022 from *** **** ******* (the original company the contract was made through) states that the remaining balance for the account is $749. Again the attached bank statement shows I have made $708 in payments between 6 August 2022 and 5 July 2023.
  
  I am willing to pay the remaining $41 in payments to settle this matter, but I do not owe $133.51 and I will not pay more than the $41 I owe.
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:12/18/2023

  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.

  On 11/08/2023 Music and Arts cancelled lessons pre scheduled for 11/14/23 and 11/21/23. This left me with 2 pre paid credits to be used for 2 lessons ($39.00 each lesson) to be scheduled for 11/28/23 and 12/05/23. Thy did not have authorization to charge me for further lessons.
  On 11/15/2023 Music and Arts deducted another $156.00 from my credit card (******** *******) without any balance due and with credits on record. They did not have my authorization to do this. I cancelled future lessons. I asked for a refund of the $156.00 they withdrew from my credit card. I am not asking for the credits from 11/14 or 11/21. I am only asking for the $156.00 that was taken without a balance due and no permission. The refund was declined from Music and Arts. I called the company and also disputed charges with ******** *******. The company refuses to refund & Music and Arts has disputed my dispute with ******* ******* to get paid $156.00. No lessons, no permission and no balance was due when they took this money. I would like a refund.

  Business Response

  Date: 12/22/2023

  Dear ****** *********

  I am writing in response to your concerns regarding your lesson account with Music & Arts. Per the terms and conditions Music & Arts had authorization to charge your credit card every 28 days until you canceled your lessons. You didn't notify the store you wanted to cancel until November 27, 2023, which was after the charge. I can confirm you were refunded $156.00 to your credit card ending **** on December 21, 2023. Please allow 3-5 business days for your bank to process your refund.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 01/03/2024

  
  
  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:12/15/2023

  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 had a contract with Music Arts for a saxophone. I paid that contract in a timely fashion up until this summer. I tried to contact the business about a payoff statement to purchase the instrument and was unable to get in touch with customer service, despite multiple attempts by phone and email. In addition, while I have an online account with MA there is no information in it, something that a MA rep said they would fix about a year ago when I called to correct a credit number due to a card being canceled. The online account was never populated, so I do not have that to monitor my account. I started disputing the charges on my credit card when I was unable to get in touch with them. Collections reached out and sent me a pay off statement in writing (attached). I paid this via check, which was cashed (attached) but they continue to charge my credit card. I will be canceling the card and continuing to dispute the charges that came after the pay off statement. Evidence of previous dispute and contact attempt history also attached. I would like a statement of ownership for the saxophone I purchased, removal of charges from my account since I purchased, and no further contact from the business.

  Business Response

  Date: 12/18/2023

  Dear **** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. Your account online is for online purchases only, unfortunately your rental account information isn't available online. The attached is not a payoff statement it is your October 2023 monthly statement. Your account is not paid in full at this time, the contract ends February 2024. Your payoff good for 10 days is $70.59, please call us at 1-888-731-5396 to make this payment before December 28, 2023.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 12/20/2023

  As soon as I received this response, I called and paid the $70. I had to wait on hold for 15 minutes at the number they provided. I asked for a pay off statement (again) and was told it was coming via email. I only received a receipt for the $70 via email. I am still waiting on a pay off statement and ideally some kind of account statement, as I have no idea what amount I'm paying against at this point, or what my pay off total even was. I had a very similar conversation with them back in October, I paid what they asked at that time too, was told I'd get a pay off statement, and have not receive done to date. I'm afraid to accept their response, because I'm not sure if I can open another complaint if they continue to charge me. I am not satisfied with the responses and the transparency of this company. 

• Initial Complaint

  Date:12/12/2023

  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 have called repeatedly since September 2023 for them to correct the statements. they send multiple statements per month and have yet to include all the payments itemized as i requested. Customer service is RUDE, does not care about proper billing. please step in. I have already cancelled my debit card and will be communicating with the bank. see attached bills from august to december. Every time i called, they said i didnt owe...

  Business Response

  Date: 12/18/2023

  Dear ****** *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for the frustrations you may have experienced surrounding your rental account. Our Customer Service Supervisor Devon has reached out to you to explain the invoicing on your account in detail. Please contact her if you have any further questions or concerns.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 12/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  I still have not received an updated invoice. Devon needs to call me or send me the invoice with the correct amount versus the amount i was sent via mail >3 times with varying due dates. Contact via email isn't customer service when i have asked repeatedly to SPEAK with a manager. Again, send me the ACCURATE invoice that Devon has provided via email. SEND it like you do the other bills that were INACCURATE. I have asked repeatedly over the months to send a bill that is CORRECT. Sending me email correspondance when you send me numerous accurate bills via mail is not going to work. Send me (VIA MAIL) the new invoice Devon was mentioning, not several to pick and choose from. Everything needs to be documented. I sent you what i have now its time to mail accurate invoice.
  
  
  
  Sincerely,
  
  
  
  ****** *******