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 & Arts

  5295 Westview Drive, Suite 300 Frederick, MD 21703-7159

  
• 

  Music & Arts

  7839 Maltlage Drive Liverpool, NY 13090

• 

  Music and Arts Center

  742 W Route 70 Marlton, NJ 08053-1644

• 

  Music and Arts Center

  762 Rt 17 N. Paramus, NJ 07652

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:12/05/2023

  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.

  This company continues to charge me a monthly charge, this month was $70 for an item I never signed up for or agreed to pay. I have explained to this company I am the only person on this credit card, and I never signed up for anything and I was advised I would have to get someone else to take over the payment for them to take me off.
  
  When I dispute with my credit card, they reverse but the company starts charging me under a different name.

  Business Response

  Date: 12/05/2023

  Dear **** ******,

  I am writing in response to your concerns regarding your rental with Music & Arts. All of our charges have been from Music & Arts not another company. We are charging the credit card that was provided on the original contract and your credit card changed therefore we are now charging your new credit card. Please return the instrument to stop the monthly charges.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 12/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have never had an account with this company or an instrument.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:12/05/2023

  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.

  Hi,
  
  I have been billed twice for one rental instrument (Kid's violin) for 3 months. I have followed up multiple times with Music & Arts and the affiliate (***** **** * ***** *******) but in vain. Unfortunately, I placed the first order (#***********) by mistake. So, a day or two after placing the first order, I called customer care and canceled it. Post confirmation on cancellation from Music & Arts Customer Care, I went ahead and placed the second order ( #***********)
  
  Music & Arts and the affiliate acknowledged that the cancellation happened on the first order, but haven't done anything to refund my money till now. They kept saying that they were waiting on each other to solve this issue every time I called. I am highly disappointed with this kind of customer care. As I was not getting any traction from either, I am raising a complaint. I request a refund (Amount: $146.13) at the earliest and proper cancellation of my first order.
  
  
  
  DETAILS:
  
  First Order (#***********):
  
  First Payment: $45 + taxes,
  Monthly: $40 (plus applicable tax),
  Billing start date: 9/22/2023,
  Amount paid till now: $146.13 (9/22,10/27,11/27)
  
  Second Order (#***********):
  
  First Payment: $10 + taxes,
  Monthly: $20 (plus applicable tax),
  Billing start date: 9/25
  Amount paid till now: $69.29 (9/25, 10/29,11/29)

  Business Response

  Date: 12/06/2023

  Dear ********* *****

  I am writing in response to your concerns regarding the duplicate order. I can confirm account ******* has been closed. You were refunded $146.13 on December 5, 2023. Please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

  Jessica N*****

   

   

• Initial Complaint

  Date:12/05/2023

  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.

  On 10/16/23 $1,022.28 was withdrawn from my bank account without authorization. The amount due was $167.88. I was told my contract term was up and was charged the remaining balance. Upon review of the contract, it was determined that it was a 36 month contract entered on 09/10/2021, maturity date 09/10/2024. The $1,022.28 was refunded after I incurred three overdraft charges, $55/each, totaling $165.00.
  
  I was assured my autopay was set up to continue paying at the contracted rate of $83.94/month moving forward.
  
  On 11/29/2023, another $1,022.28 was withdrawn from my bank account, resulting in 4 overdraft fees at $55/each, totaling $220.00.
  
  Upon calling the company, I was told the past due balance, because the autopay had not been set up as I was previously told, was $251.82 and they would refund $770.46. No refund has been received as of 12/01/2023.
  
  On 12/01/2023, the company withdrew another $770.46 from my bank account, causing three additional overdraft fees, at $55 each, totaling $165.
  
  I have not received any refund as of 12/01/2023.
  
  I am requesting a refund of all funds withdrawn on 11/29/2023 and 12/01/2023 ($1,792.69), plus compensation in the form of an account credit for the 10 overdraft fees ($550.00) incurred from erroneous withdrawals occurring on 10/16/2023, 11/29/2023 and 12/01/2023.

  Business Response

  Date: 12/11/2023

  Dear ********* ***********,

  I am writing in response to your concerns regarding your account with Music & Arts. I apologize for any frustrations you maybe experiencing. I can confirm you were refunded for both $770.46 charges, one on 11/30/23 and one on 12/01/23 to your credit card ending 6003. If your account was overdrawn due to these charges, please forward a copy of your bank statement showing that Music & Arts overdrew your bank account, and we will review to determine if any overdraft fees can be credited to your account. We don't have a charge on Oct 16, 2023, in the amount of $1022.28, please forward your statement showing this charge so that we can review. Please email your bank statements to [email protected].

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:12/05/2023

  Type:Sales and Advertising 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.

  On 10/9/2012 we rented a trombone for our son; school contract was w/Music&Arts. All payments were by autopay. Earlier this yr I found the trombone & discovered we are still paying; we now have a $2900 credit. Customer Service told me they would not refund the overpayment but in order to keep the now ~2900 credit, I could surrender the trombone as "exchange to purchase". Great, thinking I could get a couple instruments & donate them to a non-profit arts & music school nearby. I went the nearest M&A location, picked out 3 items, explained exchanging the trombone to purchase x, y, z & they asked for my contract. Didn't have, couldn't find it but I did get my customer# from customer service. The employee found me in the system & said that I could only purchase 1 instrument; no keyboard, drums, etc. I chose the saxophone, he said it would need to be a used instrument, per the contract & he didn't have one. He took my information, entered the request into the system and would call me back in several weeks. He never called back with any updates. I did call him several times but always got the same answer - none available. I called Customer Service several times for a copy of the contract. First, I was told they'd email me it within 24 hours. Called back to find out they were backlogged; give it 3-4 days. The best was any contract prior to 2013 was deleted/shredded. How? the contract is still active, still charging my credit card. NOTE* if I stopped the autopay, I'd lose the entire credit amount. I searched for weeks and found the contract. With the contract in hand I went to another location & asked for exchange to purchase a high end used instrument (The arts school would take any instrument type). I thought for sure, now I'm finally going to get a nice instrument and the credit card payments will stop. I was told M&A doesn't sell used instruments. Here I am hoping M&A will authorize a refund OR allow me to purchase ~2900 worth of instruments to donate to nonprofit.

  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 contract is a rent to rent and per terms and conditions typically only 24 months of rental credit can be applied towards a PL1 student level rental instrument, however as a one-time courtesy you may use $3074.75 towards a PL1 student band rental instrument. If the store doesn't have any used saxophones in their stock, they have the ability to reach out to their hub and order one to be transported to their store. You do not have the ability to purchase multiple instruments using your rental credit, there will be no refund or credit of any previous monthly invoices as the account has been billing accurately. You have had the instrument in your possession, billing is invoices for possession not usage. 

  Your next monthly payment is due on January 9, 2024. Please go into your local Music & Arts store to process your exchange to purchase prior to this date so that you aren't charged again.

  Thank you for your time,

  Jessica N*****

  Business Response

  Date: 12/20/2023

  Dear ***** *****,

  You will need to contact your local Music & Arts to get the information you are requesting. They will be able to answer all your questions.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 01/03/2024

  Thank you for your reply.  I will go to the Music and Arts store by Saturday and let you know if I am able to use the credit.

  Regards,

  ***** *****

• Initial Complaint

  Date:11/28/2023

  Type:Customer Service 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 rented a school instrument from this vendor, and they sent us to their local music store to pick up our instrument and things. When it came time to return the instrument, their local store was gone and out of business, we were never notified, we called them repeatedly to figure out how to return the item, They would never answer the phone, and then online I found they had a store over an hour away from us. I kept calling, and finally got through one day, and they told me my only option was to drive an hour, or pay myself to send them the instrument back to them. I paid myself $40 to send the instrument back to them. And now they keep sending me late payment notices for all of the time I was trying to contact them to get them their instrument back, which they intentionally were making very difficult for me to return this instrument. They keep harassing me with fake late fees, never confirmed receipt of the instrument I sent despite me tracking it and they Still don’t answer the phone. Please help. This is a scam where they prevent you from cancelling their mont to month instrument rental.

  Business Response

  Date: 11/29/2023

  Dear ******** ********

  I am writing in response to your concerns regarding your rental account with Music & Arts. I can confirm your account is closed with a zero balance. If you have any additional questions or concerns please feel free to contact Customer Service at 1-888-731-5396.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:11/22/2023

  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.

  11/9/23 received a letter stating that my account was going to be sent to collections if a payment of $932.17 was not received within five days of the letter being sent. The letter was dated 11/1/2023 and I did not get the letter until 11/9/23
  
  11/10/23 check was sent to Music and Arts
  
  11/16/23 I got a call from *****, Ms. ******, from the collections agency. She was trying to collect the debt for Music and Arts, I told her that a check had already been sent to the company.
  
  11/16/23 I spoke to customer service and explained to them that I had mailed the check out and that I was getting calls from a collection agency stating that I would be going to collections if this wasn't paid. I was told that my account had been closed and that music and arts would not be able to process my check due to my account being closed. I expressed that I was concerned that I would be charged $932.17 twice due to having already sending the check. The customer service agent said that they would not be able to process my check because my account had been closed and that there was no account that they could associate the payment with.
  
  11/16/23 Spoke with Ms. **** ****** at the collections agency, debt was paid and she told me that my account would be closed with them.
  
  11/22/23 Music and Arts check (that I was told would not be deposited because there was no account to link it too) was deposited and cleared from my account.
  11/22/23 Spoke with Katia at Music and arts, she told me that she "texted" her supervisor, and was told that there is nothing they can do and that I was to call the collections agency back.
  11/22/23 Spoke with collections again, who told me that my account had been closed and that they had returned the account to Music and Arts and that on her end everything was paid and up to date.
  11/22/23 Spoke with Katia at Music and arts for the second time, was told there are no supervisors in and that I can check back in a week or two for my refund.

  Business Response

  Date: 12/08/2023

  Dear ******** *******,

  I am writing in response to your concerns regarding your rental with Music & Arts. I can confirm you have paid the collection agency and Music & Arts. A refund check in the amount of $932.17 will be mailed to you for the overpayment.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:11/22/2023

  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.

  ****** ****** purchased guitars and lessons for myself and ******* ****** as gifts. Shortly after ******* ****** decided she did not want to take the lessons. ****** ****** contacted Music & Arts and had her lessons transferred to me. (**** *********) When the lessons were transferred to my account their system charged my credit card for the lessons. Thus creating a DUPLICATED CHARGE OF $78.00. We have contacted Music & Arts multiple times in the last 10 months about this issue. Each time they acknowledged the problem and assured us that the credit would be issued. Each time the credit has never been issued. I filed a dispute with the credit card company but they failed to understand my issue and the temporary credit is going to be revoked. I'm simply wanting a refund of the duplicate charge of $78.00 that I am due and promised by this company on multiple occasions. Thank you!!

  Business Response

  Date: 12/05/2023

  Dear **** *********,

  I am writing in response to your concerns regarding your lesson account with Music & Arts. I apologize for any frustrations you may have experienced.  The store is trying to contact you so that your refund can be issued. Please call them at ************ so that your refund can be expedited.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 12/11/2023

  
  
  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:11/21/2023

  Type:Customer Service 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.

  2022-2023 school year we went into contract w Music and Art for drum to rent. During the time we paid but we had so many issues since we didn’t get all what we were promised, a stand the book. I had to use the school book. we paid for the book and never received - many phone calls no return. Then after school year we advised then we ARE NOT renting. NO ONE EVER returns a call back and if they do it just want we want to hear then you DONT do what you. said. My son was in hospital over the summer when we DIDNT SIGN a contract to continue we were told it stopped in august and bring the equipment when you get back. October is when we did when we were able to get out of the house. So you took August Sept and October payment without us signing anything and WE WANT OUR MONEY BACK. You were suppose to look into never did, sent emails no response. You owe us $125 by taking money from us on a contract we didn’t sign my son had his 25th brain surgery and I told them we couldn’t return it right away and you said ok canceled it lies and theft i want my money back Asap

  Business Response

  Date: 11/28/2023

  Dear *** ******,

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you may have experienced. A refund in the amount of $121.56 was issued to your credit card ending **** on November 27, 2023, please allow 3-5 business days for your bank to process the refund. Your account is closed with a zero balance.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:11/20/2023

  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.

  08/19/2022
  We went in to pay off instrument and end contract. The sales rep Breanna H***** offered a better unit for an additional $231.32. We went ahead and paid the additional funds and took the unit home. 6 months later we start receiving past due notices. We reached out to Music and Arts. They said they investigated and spoke to Breanna. They are now trying to charge us $1,900.

  Business Response

  Date: 11/29/2023

  Dear Adrea Lamar,

  I am writing in response to your concerns regarding your rental with Music & Arts. The payment of $231.12 was to payoff your original instrument. You weren't satisfied with the instrument you had purchased and thought it should have been a new one so that payment was posted to your account as a payment rather than a payoff and you were allowed to exchange to a much more expensive instrument. The new instrument was $3,129.00.  You haven't made any payments on the new instrument, so your account was sent to CMS for assistance with collections. As a one-time offer you may go to your local Music & Arts store by Friday Dec 1, 2023, and return the clarinet valued at $3,129.00 and get one valued at $1,830.00. There is no refund due. If you do not take advantage of this offer by Friday Dec 1, 2023, please call CMS to pay for the current clarinet at 1-888-899-6650.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:11/16/2023

  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.

  I rented a bells and snare set for my 6th grade son. He discontinued his time in band, and I called to ask about returning the kit, the person the the phone from Music and Arts told me everything was all set, my son could drop it at school the next day and there would be no bill. I keep getting a bill and I shouldn't be.

  Business Response

  Date: 11/16/2023

  Dear ****** ********

  I am writing in response to your concerns regarding your rental with Music & Arts. I can confirm your instrument was returned on March 30, 2023, which was after your March invoice was due. As a courtesy the $29.16 has been credited to your account and your account now has a zero balance.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 11/16/2023

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