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

  14577 Potomac Mills Rd Woodbridge, VA 22192-6808

• 

  Music & Arts, Inc.

  164 Main Street Milford, MA 01757-2605

• 

  Music and Arts

  490 Easton Rd Horsham, PA 19044-2558

• 

  Music & Arts

  4672 Cemetery Rd. Hilliard, OH 43026

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:10/27/2023

  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.

  Music&Arts a corporation breached the terms and agreements of its own contract on 2 separate occasions and has refused a refund me even though it is guilty of nonperformance of a contract. 3 of 7 scheduled lessons were cancelled by MUSIC&ARTS. I signed a contract for lessons on 10 Jul 23. Immediately cancelled lessons for 6 & 13 Aug 23; verified 2x. First red flag - email notification on 5 Aug 23 about the lesson for 6 Aug. Had to call and remind the staff that the lesson shouldn’t be on the schedule. Next red flag-27 Aug, the day of a lesson at 3:00p.m., I received a call around 1:45p.m., on the same day of the lesson - in violation of Music&Arts’ own policy of a less than 24 hour’s notice, cancelling the session. 3 Sep-I inquired about rescheduling the missed lesson on 27 Aug. Was not accommodated due to instructor’s schedule. Red flag-call at ~12:37 p.m., on 10 Sep, cancelled lesson for the day. 17 Sep-couldn’t reschedule 2 cancellations. I asked for a refund. Music&Arts submitted request for 2 last min cancellations & my inability to reschedule those lessons due to other obligations. Final red flag-23 Sep they cancelled for 24 Sep. 1 Oct, inquired about status on the refund request. Rude, condescending staff, I ended up cancelling the lessons. W/the narcissistic behavior couldn’t in good faith have my child in that environment. Told I should listen to him “because he is there every day.” After 3 requests cancelled the contract, gave me a printout. Stated he would submit a request to have the 3 lessons refunded and have a mgr call. 6, 14,21 Oct lesson reminders on the contract I cancelled. Called the store about no mgr call & lesson reminders on cancelled contract. No explanation. Talked w/the mgr, no status on 2 refund requests. He submitted a request to refund 5 lessons. 11 Oct-msg advising that the request had been denied, no explanation. I am entitled to be refunded for 5 lessons due to Music&Arts’ breach of its own contract.

  Business Response

  Date: 11/03/2023

  Dear ***** *******,

  I am writing in response to your concerns regarding your lesson account with Music & Arts. I can confirm you were refunded $175.00 on November 1, 2023, to your credit card ending **** and your lesson account is closed.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:10/18/2023

  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.

  On 7/30/23 I paid $110.21 to Music & Arts to rent a trumpet, order #*************. I have been completely unable to reach their customer service to discuss rental payment options. When calling 888-731-5396, after 10+ minutes on hold I get dropped without reaching an agent. The contact form on their website also goes unanswered.
  
  I have made multiple attempts on various days and times with no resolution. Music & Arts has not contacted me to address this issue in any way.
  
  I cannot pay the monthly fee because I'm unable to reach an agent to know if there is an option for online payment. I need customer service contact to resolve this immediately..

  Business Response

  Date: 10/30/2023

  Dear **** *******

  I am writing in response to your concerns regarding your rental with Music & Arts. I can confirm you provided a credit card ending **** for your payments to be charged automatically. Your concerns have been forwarded to our Customer Service Supervisor and she will be contacting you to answer any further questions. Your account is current, and your ending **** will be charged on November 15, 2023, for your November invoice.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:10/11/2023

  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.

  My daughter joined band last year 22-23 school year and at the end of the year she returned her instrument as instructed by music and arts they had us write down on paper in marker the return number and tape it to the instrument. They told us specific instructions to place it with all the other instruments at the school. Now they claim they never got it back their delivery pick up guy Ron claims he jots down the return number in his notebook and the company verified they manually enter the number into their computer system after it is returned to the store. This company was not helpful at all in trying to help me resolve this matter instead they started to take several payments from my debit card without any warning to me. They finally confirmed they only picked up a flute from the school and no other instruments so why would they have my daughter place it with "all the other instruments" at the school to get it mixed in with the others that didn't even belong to them? The school even canceled their contract and found a different company because of their incompetence. Now they want me to pay $1200 for the instrument they lost or their employee stole.

  Business Response

  Date: 10/27/2023

  Dear ***** ********

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you may be experiencing. I can confirm your account has been closed and you were refunded $182.75 to your credit card ending **** on October 17, 2023. 

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 10/27/2023

  
  
  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:10/05/2023

  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.

  I rented an instrument from them and had to cancel the order less than 24 hours after renting. I was told I would get an email confirming my cancellation and a refund "later that week." That came and went and I called again. Then it was "later that week" and up to 30 days for a refund. Now I cannot get anyone on the phone nor email.

  Business Response

  Date: 10/11/2023

  Dear ***** ****,

  I am writing in response to your concerns regarding your rental with Music & Arts. I can confirm your rental has been cancelled. Your credit card ending **** was refunded $274.02 on October 9, 2023, please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:10/04/2023

  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.

  Rented a clarinet (serial number *******) in September 2021 which arrived at the school (with other instruments rented); made payments for the academic year rental on Sep/Oct2021. Returned the instrument to the school June 2022 where it was returned to Music & Arts with other instruments that were no longer needed by other students. In Aug2022, Music & Arts, initiated collecting payments of $30.91 (a small and unassuming amount) on a monthly basis. The charges caught my eye Aug2023, and I immediately called them. They claimed that there was no notification attached to the instrument when it was returned for them to know that I no longer needed the instrument...even though the instrument was in their possession. Why not provide a receipt or even the invoice after every charge so parents are aware? Does their rep not scan the serial number at any point or how do they claim they didn't know until I actually called?

  Business Response

  Date: 10/27/2023

  Dear ***** *******,

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you may have experienced. I can confirm your account is closed and you were refunded $63.81 on September 14, 2023, and $143.61 on October 25, 2023, to your credit card ending 6480. Please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:10/03/2023

  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.

  I ordered a Sax to be delivered by 9/18 it never came I have called the store 3 times and each time they say there is a staff shortage and it will be delivered tomorrow.. tomorrow comes and nothing. I was told on Thursday it would be here today 10/2 I called and the store of there is nothing I can do talk to the school rep! I have spent three hours on hold with customer service and I have called and asked for a call back and nothing! I will be looking for another rental company this is ridiculous.. there is no customer service and I am pay for an instrument that I cannot even use. And no one can help..

  Business Response

  Date: 10/20/2023

  Dear **** ********

  I am writing in response to your concerns regarding your rental with Music & Arts. I can confirm the instrument was delivered to the school on October 5, 2023, and the teacher confirmed your child has it.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:10/02/2023

  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.

  I rented a saxophone for my son starting in 5th grade (now 5 years ago). I had finally gotten to the payoff portion of my contract noting that my instrument was paid in full. Getting someone via phone or email is near impossible and I left multiple emails through their online portal to no avail. I finally did speak to S. T******* on 5/22/23 who let me know my instrument was paid, sent me a printout of payments and told me I would receive my certificate of ownership soon (see attached emails). It is october and I have never received it. I did receive a blank piece of paper with their address 5295 westview drive Suite 300 in Maryland (note in the attachments below) and no certificate of ownership. I have again tried over and over to contact these people to no avail and want the certificate of ownership that is rightfully what I paid for. This is truly the shadiest business I have ever had the displeasure of dealing with.

  Business Response

  Date: 10/05/2023

  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 paid in full certificate was emailed to the email address we have on file. Please contact us at 1-888-731-5396 if you have any additional questions or concerns.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:10/02/2023

  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 didn't receive an item I ordered ( ************* ). Emailed them 4-5x's via their contact customer service link for two weeks and never once a reply. Emailed them directly and not replies. Called them and got Paula. She said they were out of stock on the item so issued a refund 2-3 bus days. Never received an email of the refund or a refund. Waited 5 days-nothing. Called again, was put on hold for 45 mins. Called again did the 'return call' and got Carlos. He said the refund should've gone through $159.70 and went to "check on it" then put me on hold for 20 minutes, the hold music volume kept changing too (like he'd turn up the hold music volume to max, maybe to get me to hang up?). Called again, using 'call back' feature because otherwise you'll be on hold all day. Carlos called me back again and said he processed the refund (just as Paula had said). AGAIN no email confirmation, no refund posted to my CC. I did some googling of this company and, apparently, you have to contact them 12 times over 6 months to get a return refunded. This was lost, not returned, but I suspect it's the same. I bought the item from another retailer who had it in stock.
  
  It's very clear they're just messing with people. I just found many horrible similar stories in online forums.

  Business Response

  Date: 10/05/2023

  Dear ****** ****,

  I am writing in response to your concerns regarding your order with Music & Arts. I apologize for any frustrations you may have experienced. Our agents don't have the ability to change the volume on our hold music. I can confirm you have been in contact with our Customer Service Supervisor Devon and your issues have been addressed. A refund in the amount of $159.70 was issued to your credit card ending 5161 on October 2, 2023. Please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 10/05/2023

  
  
  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:10/02/2023

  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.

  This is a very similar case to one I just read in the BBB complaints about Music & Arts. We enrolled our son for music lessons. We were having issues with frequent cancellations from the instructor and scheduling conflict due to family activities, so we ended up carrying over a lot of classes. Despite this we wanted to continue but in May we left for a long summer vacation so we asked to put the account on hold. In July after 3 recurring charges we asked to cancel the account and asked for the refund of the charges. It is already September and several calls later and visits to the store to get this resolved we have not received the money back. The manager of the sotre, Sarah M******, has not given enough attention to the matter. We understand that she send a an internal email requesting for the refund but there has not been follow up from her end and it is almost impossible to talk to her. When we call the store to talk to her she is never in and she doesn't return our calls. The only response we get is from the store clerks indicating that they will relay the message to the manager and the customer support center.
  
  The total amount to be refunded is $708.

  Business Response

  Date: 10/11/2023

  Dear ****** *******,

  Thank you for that information, I was able to locate the account. I can confirm the credit card ending 3691 was refunded $708.00 on October 5, 2023. Please allow 3-5 business days for your bank to process the refund. The lesson account has been closed.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 10/11/2023

  
  
  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:09/28/2023

  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.

  Instrument was rented for the previous school year from September to June. I have called customer service atleast 10+ times from the months of June through September. There phone service has a request a call back function and nothing. Ive held on the phone for 2 hours just to get hung up on when asked to speak to a supervisor.
  
  Decided I would reach out to the shop when I picked up my students rental. Spend 20 minutes on phone with Nanette from the Livingston,Nj store. Who refused to give me the corporate number or the district/regional manager number or email. All she could say was her name was Jessica and that I would hear back from either her or "Jessica."
  
  Well I've called back to that store and now the employees just tell me Nanette is too buzy to come to the phone.
  
  At this point I started googling and found a Jessica Casteel is a regional manager for "music and arts". Unfortunately there are no emails or telephone numbers associated so no way to reach out.
  
  I stumble onto the corporate office phone number and I decide to try and call there and get an awnser that number just leads to the standard customer service.
  
  This level of service is unsatisfactory and will look to see if there is legal recourse.

  Business Response

  Date: 10/03/2023

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

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you may be experiencing. I can confirm that you have spoken to our Customer Service Supervisor Devon, and a renewal was approved for you and will be processed.  Please feel free to contact us at 1-888-731-5396 if you have any additional questions or concerns.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 10/08/2023

  To whom it may concern

  It took more time than expected but that isnt to Jessicas fault. After some converasation we wetr able to come to a more than fair solution. I really appreciate her patience with my tone and frustration due to the situation. Please continue the human approach you used to resolve my situation. Thank you.

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