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:09/28/2023

  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 signed up for guitar lessons and the last charge on September 8, 2023 I asked to be refunded because I can’t make those lessons. I asked the store to refund it and they gave me the number , 1 (888) 731-5396, to call. I called is and Marla said she wi make sure I get my money back so she sent a email to the store Manager in Greensboro, NC location. She said They would refund it. Earlier yesteday, Tuesday , September 26, 2023 that I could not make the lesson. The black male in their with dreads cancelled it but I did r get an email so I called at 2pm yesteday asking if the lesson was cancelled amhe said yes the computer was down so he did it by hand but last night at 9pm I was sent lesson notes for a class I never attended. I need to mention I HAVE NOT TAKEN ANY CLASSES for the Septy8, 2023 payment. I just want my $140 refunded. Also no the store never responded again to this matter. I cancelled the recurring payment the same time I cancelled the September 8, 2023 payment and will file charges if I am charged without my permission. I do not trust Music and Arts any longer.

  Business Response

  Date: 10/10/2023

  Dear ****** ********

  I am writing in response to your concerns regarding your lesson account with Music & Arts. I apologize for any frustrations you may be experiencing. I can confirm you were refunded $140.00 to your credit card ending 1210 on October 5, 2023. Please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 10/11/2023

  
  
  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:09/27/2023

  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.

  Good afternoon! I signed up for a free guitar f you sign up for 4 classes and attended the free guitar session on 6/11. When I signed up, there was no notice that you will be automatically signed up for a 'monthly' subscription. It was not clearly communicated to me upon the sign up. I was then scheduled several classes thru July and I asked why I keep getting more classes than the 4 I originally signed up for 'free' and was told that it's a common issue that most customers get this, since it's not "CLEARLY" communicated to customers signing up per one of the employees I spoke to- Asian guy don't know his name. Since then I have been charged on 7/8 and 8/8 subsequently for $168/month. It was not until August 5th that I was told I had to send a 'formal' cancelation and the email I sent the cancelation on 8/5 was GermantownMDLEsson (missing s) and there was no unreturned email. I followed up on 8/18 and was told to resend the email to cancel and I spoke to Ariana then I continue to receive further classes after canceling. It wasn't until 9/25 that I got an email back that my refund request was 'denied' since the customer 'forgot' the subscription she signed up for. I did not forget, I was not made aware that this will be a monthly subscription.
  
  I had no recollection that I subscribed to a monthly class and have since requested to cancel this but vendor refuses to give me a refund stating that the customer 'forgot' she signed up for subscription. This monthly subscription is very misleading to customers. I request for a refund for the 2 months worth of charges totaling $336 to my credit card. I've spoken to the Asian guy, Ariana, Tre W******* (very unfriendly and hang up on me) and need your help to resolve this issue. As of 9/25, I was informed that corporate- Eric V******** has denied my refund request. Thank you.

  Business Response

  Date: 10/12/2023

  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. I can confirm your lesson account has been closed. Your credit card ending **** has been refunded in the amounts of $168.00 on October 3, 2023, and $168.00 on Oct 11, 2023. Please allow 3-5 business days for your bank to process the refunds.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:09/27/2023

  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.

  I purchased a *** ***** set for my son on 9/6/23. I have not received the item nor tracking details as of 9/27/23. The estimated shipping was 3-5 days and my son needs this for class. I've call customer service and every call has included a hold time between 30-90 minutes. I'm disappointed that the BBB allows this company to operate based on all the complaints and reviews. Please provide a REFUND ASAP!

  Business Response

  Date: 10/02/2023

  Dear ******* ********,

  I am writing in response to your concerns regarding your order with Music & Arts. Since your order hasn't shipped out the amount was pending on your account. Your order has been cancelled so you will not be charged for the order. 

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:09/21/2023

  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 12/22/2022 I signed up for lessons. It was a Christmas special 6 lessons for the price of 4. On my 5th lesson I let my instructor John know that I will not be continuing the lessons after my 6th lesson. On my 6th lesson I again informed John that I was not continuing the lessons. In March I received a phone call from Anthony (store manager) asking if I was continuing to take the lessons. I replied that I had informed John that I was not continuing the lessons. His reply was that I was suppose to tell him if I wished to cancel the lessons. Contract states that I am to tell an employee, not any specific person. When my credit card statement arrived the following month with the charges on it. I refuted the charges. I then started receiving a paper bill from Music and Arts. I called the billing department and spoke to Francis who informed me that they only bill for what the store enters in the system. I made a visit to the store and talked with Anthony who tells me they have nothing to do with billing and it was beyond his control. I go out to my car and once again call the billing department who again tells me they have nothing to with what the store enters into the system. I go BACK inside and tell Anthony what they had said and suggest he call them after which he sends an email to someone. I'm assuming Veronica the district manager. I left assuming I would hear back from one of them. I did not. Instead I receive another bill. On 9/18/2023 I went to the store and left my number for Veronica to return my call. I have yet to speak to someone who has the authority to explain the additional charges. Now I'm being told this will go to a bill collector.

  Business Response

  Date: 10/04/2023

  Dear **** ******,

  I am writing in response to your concerns regarding your lesson account with Music & Arts. I apologize for any frustrations you may be experiencing. Veronica did attempt to reach you however received a message that the caller wasn't receiving calls at that time.  We have never offered a deal for 6 lessons for the price of 4. The only deal we had in December 2022 was buy 3 lessons get one free. A refund in the amount of $116.00 was processed to your credit card ending 8688 on October 3, 2023, this was for the 4 pack of lessons you were charged for on February 17, 2023. Please allow 3-5 business days for your bank to process the refund. The account will remain closed with a zero balance as long as we don't receive any chargebacks/disputes from your credit card company.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 10/04/2023

  
  
  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:09/19/2023

  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.

  Customer Account: 9182591
  Instrument Number: 36562000387512
  Manufactuers Serial: BCA140829
  Model:**********
  Return Order ID: 00001132991
  
  Originally rented out Alto Saxophone in 2021 from Rockville Maryland store. Returned Summer 2022. Discovered that was continued to getting charged all the way through 2023. Did not have return receipt because it has been over a year and had thought everything was settled. Visited in person to music and arts, who Kevin Arevalo the senior sales associate had confirmed that the saxophone had indeed been returned and stopped the charges.
  
  I have been trying since this Spring to get the refund for the months that have been charged from Summer 2022 to Summer 2023. I had called the customer support line, 888-731-5396, who said would do an investigation, and email in less than a few weeks. It has been over a month now with no word.
  
  Now, when ever I call the customer support line, I get put on hold for hours, not able to connect with a customer support agent. I am just asking for a conclusion, whether I get a refund or not. Its frustrating to be left in the dark for so long.

  Business Response

  Date: 10/02/2023

  Dear ***** ****,

  I am writing in response to your concerns regarding your rental account with Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. As a courtesy you have been refunded $272.90 to your credit card ending **** and your rental account has been closed. If you have a copy of your return voucher showing the date you returned your instrument, please forward to [email protected] and we will adjust your refund accordingly.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 10/02/2023

  
  
  Complaint: ********
  
  
  Thank you for the follow up. Just have a problem, the credit card ending in **** has been closed, is there any alternative way to get the refund? 

  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 10/10/2023

  Dear ***** ****,

  I can confirm the refund was successfully processed. Please confirm with your credit card company.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:09/18/2023

  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 paid off my daughter's viola to Music & Arts on 8/29/22. At the beginning of this school year, I was told by her orchestra teacher that her viola is not full size. He recommended calling the company that I purchased it from and requesting to trade it in for a larger size. When I called Music & Arts, I was told that the only time they trade in after a pay off is when it is naturally paid off, not when it is paid off early. This should have been communicated with me at the time of payoff! I would have made sure her instrument was full size if that was the case. They have informed me that that agent is no longer working with them, but that there is nothing that they can do about it now other than forward my suggestion on to other agents. This company allowed me to pay $1070 for an instrument that is not even full size. I am highly disappointed and feel like I have been ripped off. I am requesting that they allow me to trade in the instrument for one that is full size.

  Business Response

  Date: 09/28/2023

  Dear ******* ********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. I can confirm you have spoken to our Customer Service Supervisor, and you have been approved to exchange to a full-size instrument, all exchange rules still apply. The Columbia SC location ordered a full-size Viola and will contact you once it arrives at the store so that you can go to the store and process the exchange. 

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 09/29/2023

  I have received my exchange today.  This matter has been resolved.

• Initial Complaint

  Date:09/18/2023

  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.

  Deceptive practice of Music and Arts rent to own program. Music and Arts has taken away all of my equity from payments dating back to 2019 as a result of the way paperwork was processed on their end. This was never explained to me and I was always reassured that all of my past payments would go towards the future purchase of the instruments.

  Business Response

  Date: 10/03/2023

  Dear ******* ***,
  
  
  I am writing in response to your concerns regarding your rentals with Music & Arts. I apologize for any frustrations you may have experienced surrounding your rentals. I can confirm all of your rentals have been returned therefore you don't have any rental credit at this time.
  
  
  Thank you for your time,
  
  Jessica N*****

  Customer Answer

  Date: 10/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it did not address the issue I reported in my original complaint.  I have been renting a violin from Music and Arts since 2019 under the impression that all of my payments ($880) would be applied towards owning the instrument under their rent to own policy.  When I inquired about be close to owning the violin I was told all of my prior year's payments were not included in the equity due to how paperwork was processed by Music and Arts.  I tried to get multiple store locations to help me resolve this but no one was able to help.  Each year I went in to rent the instrument again for the 10 month period, I was always told all of my prior payments would go towards the rent to own equity and I followed the store employee 's instructions on what paperwork was needed.  I am asking for either a refund of the $880 or the full size violin of that value.  The reason I returned the instrument was due to the Music and Arts employee telling me there was nothing they could do and I did not want to be charged any more money.  I am still requesting for this issue to be rectified with the 2 options I noted above - providing a refund of $880 or the full size violin of that value.
  
  
  
  Sincerely,
  
  
  
  ******* ***

  Business Response

  Date: 10/05/2023

  Dear ******* ***,

  You do not have an instrument for us to give you any rental credit. You have returned all of your rentals. Instead of exchanging your instruments and continuing to pay monthly, which is how you accrue rental credit, you returned them and opened new rentals with a 10-month trial period. You hadn't been making monthly payments since 2019 to accrue rental credit. Your rentals are closed with zero balances. No refunds are due.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:09/15/2023

  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.

  Order Number: MAW3975403498
  On 8/18/23 I ordered a Baritone Lyre with 2 DAY shipping. I received an email confirmation of the order.
  On 8/25/23 I did not get my product. I had no follow up email stating it was shipped. I saw no charge in my account. I wanted to make sure the order was canceled and refunded in full with the shipping cost that never happened as I had to buy another lyre from a different store. I was unable to get anyone on the phone. I sent an email stating my request. All of a sudden, when I sent an email, I get a notice on 8/27 that my item shipped! AND they fraudulently changed the order date on that email to 8/24! I have copies of all emails they sent. I have screen shots of the time I spent waiting on hold with no one to answer MANY times. One time I stayed on for an hour to see if anyone would answer. I also left my phone number for a call back. NO ONE called back.
  I want the cost of the item and the shipping refunded. They are welcome to the item. They need to send UPS to my house to pick it up.

  Business Response

  Date: 09/22/2023

  Dear ***** ********,
  
  I am writing in response to your concerns regarding your order from Music & Arts. I apologize that you didn't receive your item timely. A refund for the full amount of $25.16 will be processed to your credit card ending 9244. 
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:09/14/2023

  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 am trying to get a refund from this business. I returned a drum shield to their store and was told I would get my money refunded to my bank card. I have received no refund and after many calls to the corporate store no one answers the phone. The store in Virginia Beach, Virginia where I returned the item states they can’t do the refund it comes from another office. They gave me a number where no one answers the phone. I waited hours on the telephone no one ever answered the phone. I’m still waiting for a refund. My next step is to contact law enforcement. After reading the online reviews this company is fraudulent. It’s happened to many others.

  Business Response

  Date: 09/19/2023

  Dear ******* *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your refund. I can confirm you were refunded for your returned item on September 15, 2023, in the amount of $182.69 to your credit card ending ****. A refund for your shipping charge in the amount of $31.42 was refunded on September 19, 2023, to your credit card ending ****. Please allow 3-5 business days for the refund to be processed.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 09/24/2023

  The company gave me a partial refund. It took weeks to get that refund also many, many calls to the customer service department. It was a constant run around. I will never do any business with this company again. 

• Initial Complaint

  Date:09/14/2023

  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 made an online purchase on Thursday Sept 7 for 3 products with the website stated that all 3 products were in stock at the store (on Rainbow) in my city. I needed these products as soon as possible. I called the store the following day and they said they hadn’t received the work order yet. I called the store again on the following three days, then on Monday, they stated that 2 of my products were on back order. I then went to the store purchased $30 worth equivalent of 2 products, and the remaining $20 on Amazon on the other replacement. On the website, it says the customer service line is operating from 9am to 8pm eastern. I left an entry on the customer service page on their page, but no response. I have contacted the customer service line everyday since Tuesday afternoon at 3:12pm Pacific (first time I had a chunk of time to spare) and I was on hold until 5pm when I was sure the office was closed. I then called on Wednesday (yesterday) at 10am Pacific and was placed in a queue. I got a voicemail back at 2:01pm Pacific stating their line had closed for the day and I should try another time. So it closed at 5pm Eastern instead of 8pm like stated on their website. I called my local store on how to proceed and they suggested that I call right when the line opens at 9am Eastern. So I woke up today (Thursday, Sept 14) at 6am, immediately called them and was not placed in a queue, on hold for 30 minutes before I lost any hope of reaching them. I even tried calling the corporate office number and trying different menu selections and they all reroute to the customer service line.
  
  So to recap, they lied about what products were in stock at their local stores, and they are utterly unreachable for days on end.

  Business Response

  Date: 09/22/2023

  Dear ***** *********,

  I am writing in response to your concerns regarding Music &Arts. I apologize for any frustrations you may have experienced surrounding your order. I can confirm that your order was canceled on September 14, 2023, during your conversation with a Customer Service Representative. Customer Service was open on September 12, 2023, until 9:00pm EST. I have escalated this issue to be researched. Our Customer Service Supervisor spoke to you on September 21, 2023, and you confirmed your issues have been resolved.

  Thank you for your time,

  Jessica N*****