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 has 66 locations, listed below.

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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

  3811 Evergreen Pkwy Bowie, MD 20716-2228

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:08/22/2023

  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.

  In 2021, I entered into a contract with American Student Rentals for a bell kit for my son for school, arranged through the school. In spring of 2022, we were informed by the company that if we decided to keep the instrument through the summer and restart our contract in the fall, we would not be charged the rental fee for the summer months. Which sounded great, because we didn't have to go through the hassle of returning the instrument and picking it back up again. Come december , I saw the statement and realized that i was being charged for summer months, as well as late fee for summer months. It is also at that time that I noticed it was a different company. I spoke with a representative in December and Paid $220 something dollars to pay off the bill. Then they keep sending me notices that I owe more money. I contacted the company and they told me that i would have to speak with collections, and they would have a supervisor call me back. No one ever called. Last week, I was charged $121. I called the company to find out what it was for. They said it was for a past due balance. I said I should not owe anything, and that I did not authorize them to charge anything to my card. They said I had used the card to pay the balance in December and therefore they charged the card for the past due balance. Which is NOT legal. I again requested that I speak with a supervisor and they said that they would leave them a message to call me and they were not able to transfer me. I asked them to email me a copy of my contract. He said fine. A few minutes later, he called and informed me that he didn't have my email address. I informed him what it was, and he said i would receive it soon. Just received it, and it was a fraudulent contract, because the information on the form was incorrect for when i supposedly signed it (digitally), in 2021.

  Business Response

  Date: 08/29/2023

  Dear **** **********,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental.  Your contract was completed online on September 17, 2021. Attached a screenshot of the grade section on the online process. This is where you select your child's grade, maybe you just selected the wrong grade which doesn't change the contract terms. You had a 10-month trial period your first payment was due July 2022. You would have needed to make the renewal payment based on the letter you are stating you received. You didn't renew for another 10 months therefore you went into monthly billing. In December 2022 you called and made a payment of $231.46 which covered your July 2022- Dec 2022 invoices. You returned your instrument on April 1, 2023. Since your account was past due your credit card was charged $121.35 for your January 23- March 23 invoices. Per your contract #6 on the front and #11 on the back Music & Arts has authorization to charge any past due balance.

  
  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:08/22/2023

  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.

  Bought music books from them a week ago..have not received any kind of shipping notification or tracking number. Can not get hold of them on the phone, they do not answer their phone ..Very bad customer service!!!!!!!

  Business Response

  Date: 08/29/2023

  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 will attach your tracking number so you will have visibility. Your UPS tracking number is ******************. According to UPS your item will be delivered by 7:00pm August 29, 2023.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:08/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a lyre & flipbook on August 14. The lyre broke the first time it was used on Friday August 18. I tried to exchange it at the store, but the employee (Brandon) refused stating the store doesn't accept returns on broken equipment. My only option was to purchase another lyre.

  Business Response

  Date: 09/05/2023

  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 you have spoken to our Customer Service Supervisor, and you will be refunded for your broken item. Please reach out to her directly with any questions or concerns at 1-888-731-5396 ext ****.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:08/22/2023

  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.

  This company went into my account and took out a payment of $122 that I DID NOT authorize. I used my card for a ONE TIME PAYMENT amount and specifically stated the card was for a one time use. I was asked if I wanted to set back up on automatic draft and I stated absolutely NO , I only had 3 payments left and stated I would manually just pay it off. No where on the rental contract or their arbitration age does it state they have the right to go into someone bank account. You don’t choose to authorize MY MONEY and I want my money refunded to me just as fast as they took it out and I will pay when I want like I intended to. This is bad business and I’ll never do business with them again. I request my money be returned.

  Business Response

  Date: 08/29/2023

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

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. Per your contract #5 you authorize Music & Arts to charge any past due balance to your credit card. You were past due therefore we charged your credit card for the past due balance. 

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:08/17/2023

  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.

  We rented an instrument for a number of years, made every payment on time per the duration of the contract. The instrument was then returned to the school on the day and sat for days. We ended up picking up the instrument, and then drove to the local store. The transaction was completed. This company then charged us for an additional month, 53.00 dollars due to the instrument not being in their possession. Initially, they worked through the school for parents to rent instruments, but no clear defined process to return the instrument. We went out of way to return and get it back to them. We asked them to waive the final month because the instrument was not used and kids we out of school. They declined, this is a very tricky way to get an additional monies and they make it easy to acquire. The customer service said, we don't work through the school to pick up the instrument. They only work through the school to sell their products to parents but unfortunately it does not work the other way around. In the end there should be principles here and logic to solve these issues.

  Business Response

  Date: 08/29/2023

  Dear ****** ****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. Per your contract you must notify Music & Arts prior to returning your instrument at the school. You notified us on July 13, 2023, that is when we explained to you that you needed an RMA to return to the school and recommended that you return your instrument to the store. You returned your instrument the same day. Your July payment was due on July 3, 2023, and you returned on July 13, 2023, therefore no refund is due. 

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:08/16/2023

  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 have a weekly appointment for drum lessons with Todd M**** scheduled with music and arts. There is no contract. I have requested to cancel every week for the past 2 months as lessons are no longer needed. I've emailed, called, and went into the store. I have disputes with my credit card company. Every time I talk with someone I'm told the issue is fixed then the next week I'm getting calls or emails asking why I'm not showing up. The last visit to the store, Morgan at the register, confirmed everything was done. She sent an email confirming everything was resolved and copied her manager. As I continue to get reminders, I try following up on the email and no one will reply including Morgan. I don't know what else to do.

  Business Response

  Date: 08/31/2023

  Dear *** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your lesson account. I can confirm your lessons have been cancelled. You were refunded $140.00 on 08/16/23 to your credit card ending 8948. As long as we don't receive any chargebacks/disputes from your credit card company your account will remain closed with a zero balance.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:08/14/2023

  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.

  My daughter wanted to play the cello so naturally I rented an instrument and did that through Music & Arts. As with many young people, she changed her mind, and so I wanted to return the instrument. I went to my local store and did, in fact, return the instrument without any problem BUT the LOCAL STORES can NOT stop the charges. I need to call "customer service"...of which, there is none. I've called multiple times, on various days and times, and no one EVER answers. I've been on hold as long as 75 mins. I also submitted an online request via their "contact form" on their website....no confirmation that my message was sent let alone an answer.
  
  I NEED this payment to STOP immediately, and ideally, to have a refund for the last several months. If it doesn't, not only am I going to blast this complaint ALL OVER social meida, I'm going to file an official dispute with my bank as fraud and if needed, get the authorities involved.
  
  Btw, my local store representative told me that he deals with complaints from his customers every single day about the poor customer servive of the Corporate business. He said he's dealt with so many irate people that it doesn't even bother him anymore. Honestly, what kind of business practice is that ?1

  Business Response

  Date: 08/29/2023

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

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. I can confirm you haven't been charged after you returned your instrument. We have record that your last charge was on July 4, 2023, and you returned your instrument after that date. Your account is closed with a zero balance.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:08/07/2023

  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 purchased 4-pack 60 minute lesson online but without my knowledge I was automatically put into a subscription that charges me $280 a month. I had no idea that I would be charged monthly, I was only committing to the 4 lessons. After making my payment, I wasn't sent an email with the terms clearly telling me I was AUTOMATICALLY in a monthly subscription. Nothing warning me that I have signed up for an auto charge, no information on what I would need to do to cancel it, nothing. I thought I paid for (4) 60 minute lessons. When I called the store to let them know I was unaware, I was lectured on how I should have known. I told them to purchase lessons online and tell me how would I had known if the information wasn't clearly provided on the purchase page. Afterwards they put in a "request", with no confirmation if it would be refunded I waited to Monday to call the number on the website. They told me they didn't charge me so I would need to call another number. I called another number who told me they would put in another "request" but I need to wait an additional 2 days to know anything. I build websites for a living, this is not ok. No one should be automatically put in a monthly subscription, without knowing and the know how to cancel if they are. At least send people an email letting them know, or better yet put a CLEAR indication that purchasing 4 lessons = monthly subscription for $280. And since you do not have that information, you shouldn't make it this hard to receive a refund. I told my credit card company to dispute the charge, but if I get a refund, I will let my credit card company know they can drop the claim. But I had no choice because no one would listen nor give me a definite answer, and I know I did nothing wrong. Last thing I want is for no one to respond to my request and then they say I didn't come to a session! I called the company literally 5 hours after being charged, I don't understand why I'm being pushed around so hard!

  Business Response

  Date: 08/08/2023

  Dear ****** *******,

  I am writing in response to your concerns regarding your lesson account with Music & Arts. I apologize for any frustration you may have experienced. I can confirm you were refunded $280.00 on 08/07/23 to your credit card ending ****. Please allow 3/5 business days for your bank to process the refund. Your account is closed as of 08/07/23 however if we receive a chargeback from your credit card company that will reopen your account while the chargeback is being processed.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 08/10/2023

  
  
  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. I closed my dispute with credit card and received confirmation via email, so there would be no reason to reopen my account. I’m still receiving reminder emails, I ask that be cancelled.

   

  Thank you,
  
  
  
  ****** *******

• Initial Complaint

  Date:08/04/2023

  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.

  Full refund of $162.00 for lessons. Unable to speak with anyone in customer service. We could only use an open slot of 6:30pm on Thursdays. A few hours before the first lesson, store called and stated teacher was not available for that time slot and asked for 5pm. After agreeing for today only, they stated we'll need to change all lessons to 5pm. unable to do so, we took to 6:30pm Thursday for a specific reason and the store changed it to a time we cannot do. Provit full refund of $162.00. unable to speak to anyone and finally customer service answered, they lost connection giving me another number to call for refund. Called the store and they couldn't help with a refund,
  Just getting a run around for $160.00, amazing

  Business Response

  Date: 08/08/2023

  Dear ****** *****,

  I am writing in response to your concerns surrounding your lesson account with Music & Arts. I apologize for any frustrations you may have experienced. I can confirm you were refunded $132.00 on August 4, 2023, and $30.00 on August 8, 2023, to your credit card ending ****. Please allow 3-5 business days for your bank to process your refund.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 08/15/2023

  Complaint resolved amicably 

• Initial Complaint

  Date:08/03/2023

  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 was charged after returning my daughter's instrument. I attempting multiple times to contact billing via phone, email, and chat and was unsuccessful in speaking with ANY ONE. They then sent me a bill threatening to send to collections.

  Business Response

  Date: 08/08/2023

  Dear *** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. I can confirm you were charged for your July invoice on the due date, which was July 1, 2023. You returned your instrument on July 5, 2023; therefore, you weren't charged after you returned.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 08/09/2023

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

  I tried to call numerous times as I was on vacation from the time my daughter left school until 7/1. The business was closed on Sunday 7/3 and 7/4. I have worked in Customer Service for twenty years and this is, by far, the worst I have ever seen. All I wanted was to speak to someone.

  
  
  
  Sincerely,
  
  
  
  *** ******