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

  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:08/03/2023

  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.

  We did a rent to own flute at my daughters school Starting in Aug 2020. At the begining of 6th grade. I called in spring of the 2023 and was told I had one more payment and then the flute would be ours. I was making sure there was nothing I needed to do. I was told no. They have continued to charge me and even sending me more bills. I have paid over $1237 for a $500 flute. This is such as scam! I have contacted our school board to change companies. After looking at the BBB reports it looks like a lot of similar problems lately. Not sure what happened but his is rediculas. I have called been put on hold for over 15min, tried to do a chat and same thing. My customer # ********

  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 be experiencing surrounding your rental. Your final payment wasn't until August 2023 however due to the miscommunication in the Spring of 2023 your account has been closed with a zero balance. You were refunded $71.24 to your credit card ending **** on 08/11/2023.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:08/03/2023

  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.

  I signed up to receive emails from music and arts because they stated that I would receive a ten percent discount on my next purchase. I did not receive any information on a ten percent discount, but they did flood my email with ads. I called the customer support number and spoke with an individual who said there was nothing he could do, and told me to call the store. I asked to speak with his supervisor and he decided to transfer my call to a store instead of his supervisor. I called back and spoke with an individual, specifically asking to speak with a customer support supervisor. The individual would not transfer me, but told me he would let a supervisor know, so they could call me back. He asked multiple times of the reason for my call, even though I asked to specifically speak with a supervisor. I tried using the chat service on the website. After waiting for almost two hours, the chats showed that there was a connection issue and started over, pushing me further up the wait list. I called the customer support number again. This individual told me to call the store because the customer support line only handles instrument rental questions. I asked to speak with her supervisor and she stated that she did not have a supervisor. I called a store (as advised by customer support) the manager told me that he could not do anything and I would need to call the customer support number. He stated that he did not know any contact information for corporate. It is false advertisement to promise a discount, but only take your information with the intent to now follow through with your bribe.

  Business Response

  Date: 08/09/2023

  Dear ******* *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced. Devon our Customer Service Supervisor will be reaching out to you to discuss your concerns.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:08/01/2023

  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.

  Can’t contact customer service. Was on hold for 2 hours, finally someone answered and hung up on me. I have been trying to call to return my sons rented instrument as the place we picked ip the instrument from is no longer contracted with them. I have been trying to call for two months each call I have been on hold waiting for a representative for an hour or two. NO-ONE answers! This place should be shut down. Horrible customer service. I refuse to rent with them again for the next school year.

  Business Response

  Date: 08/09/2023

  Dear ******** ********

  I apologize for any frustrations you may have experienced surrounding your rental account. Devon our Customer Service Supervisor will be reaching out to you to discuss your concerns.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:07/20/2023

  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.

  Rented a flute from Music and Arts until September of 2022.
  * Called to return the flute in September of 2022, was instructed to put a code on the flute case and leave at the middle school where my daughter attends and that a representative from Music and Arts will pick it up.
  * Several months went buy with no communication from Music and Arts and i got a bill in the mail for $271 that i owed them back monthly payments for not returning the flute.
  * I called Music and arts and spoke to someone 12 times regarding the situation and was told that they were unable to contact the music teacher to set up a time to get the flute.
  * I called the school and spoke to the music teacher and finally Music and arts got ahold of them and set up a pick up time.
  * I spoke to Music and arts and was told i DID NOT need to make a payment and that once they got the instrument the bill would be dissolved.
  * Music and Arts charged my credit card for the $271 without my knowledge
  * I have called Music and Arts 4 times to get this resolved and they keep saying that a supervisor will email or call me in 3-5 business days and no one has.
  * I need a refund to my credit card for $271 because I returned the instrument and its not my fault that it took so long for them to pick it up.

  Business Response

  Date: 08/09/2023

  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 instrument wasn't returned until to us until April 13, 2023, however we do have record that you contacted us in September 2022 to return to the school. I can confirm you were refunded $241.00 on 08/08/23 to your credit card ending ****. You weren't charged $271.00. Please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 08/09/2023

  
  
  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:07/12/2023

  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.

  My twin sons were enrolled in a music class at their school which required them having a xylophone looking thing called a bell kit. The school has recommended utilizing Music and Arts for renting this equipment.
  
  The deal was that the rental would be delivered to, and kept at, the school for my sons to use once a week during their music class.
  
  The instruments arrived with both marked as being for one of my sons, which is a common issue with twins. Several weeks later, one of the instruments went missing from the classroom. After the teacher reached out to other parents and confirmed that it hadn’t been brought home by another student, we determined that given the mislabeling, the representative from Music and Arts must have removed the instrument believing that it was an accidental double delivery.
  
  I explained this to a representative that I spoke to from Music and Arts, who said they’d look into it. Fast forward to the end of the year, this has still not been resolved. The instrument is still missing, and I have been asked to provide a police report stating that it was stolen.
  
  I have been refusing to pay the rental fee for either instrument as I fear, given the company’s ineptitude at discerning between accounts, that they will charge me for the missing instrument.
  
  All of this was explained to one of their collection representatives last Thursday. I filed a police report by phone, and asked the police to provide a copy I could share with M&A.
  
  Fast forward to today (the following Tuesday after my last conversation with M&A collector). My wife and I have both been left messages regarding this issue by another collector from M&A. As has my elderly mother (who doesn’t live with us).
  
  I called back to explain (in a frustrated tone) why I haven’t sent the email with the police report. The rep made a snarky comment so I yelled at him. This company is ridiculous, and I’m recommending that my children’s school find another supplier.

  Business Response

  Date: 07/12/2023

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

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rentals. I can confirm one of your accounts has been closed with a zero balance as of 07/11/23. The other instrument was returned on June 20, 2023, you are only being charged for one instrument for the time you had it. Please contact us at 1-800-676-7760 to satisfy your account.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:07/11/2023

  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.

  On January 1, 2023 I paid $186 to Music & Arts (M&A) for four weeks of piano lessons. Lessons cannot be rescheduled, and occur every week.
  
  On February 1 I had a lesson in person. After my lesson I went to the checkout counter of the store and told the clerk I did not want to continue with piano lessons. On February 8, 2023 I received a charge for $156 from M&A for lessons. On 1 March, 2023 I noticed the charge and called the store about it. The manager, John L*****, said they would not refund my lessons. I disputed the charge with my credit card company, who follows up with the merchant when a dispute occurs, and they reversed the charge.
  
  On 21 March 2023 I received a notice from a debt collector (****** *******) regarding the charges.
  
  On 24 March 2023 I called the store again and spoke with the manager. who said there was nothing he could do.
  
  On 9 April 2023 I received another charge from M&A, which was disputed and reversed.
  
  On 10 April 2023 I called M&A to speak with the manager, to no avail. I called ****** ******* who said that I had no outstanding balance.
  
  On 12 May 2023 I spoke with the regional manager Andrew (unknown). I explained that I had canceled in person on ~2/1, as well as rescheduled a lesson. He said they didn't have a record of me canceling. I thought that it was obvious, otherwise we wouldn't be in this boat.
  He said: I'm getting charged because I didn't cancel before being renewed on 2/14 or 15. Since I'm doing charge backs their system shows a balance. If I keep doing charge backs sending me to collections is a possibility.
  
  16 May 2023 I received a letter with charges for April/May. I sent it back with comments that I'd canceled.
  
  9 June 2023 I spoke with M&A collections. They gave me this phone number 888-664-1016 and recommended I call them. Kelly answered and said they receive many similar calls, but can't do anyting. What she does is forward the information to the store and district managers (John L***** & Andrew).

  Business Response

  Date: 08/03/2023

  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 on August 1, 2023, in the amount of $186.00 to your credit card ending 8501. Please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 08/03/2023

  
  
  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 so long as they do not bill me again, which has been the issue.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:07/10/2023

  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.

  7/1/2023
  ****** 43N Trumpet Mouthpiece Rim
  Order #********************
  
  My return label clearly states that mouthpieces are returnable. But the customer service rep I spoke with refused to take the return, stating that "Mouthpieces can't be returned."

  Business Response

  Date: 07/12/2023

  Dear ****** *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced. I can confirm you have spoken to a Customer Service agent and went over your return options. 

  AS STATED:
      - Mouthpieces and bows may be returned, but will incur a sterilization fee. 
      - All mouthpieces and bows are assessed a $4.00 fee. 
      - Mouthpieces priced over $300 are assessed an $8.00 fee.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 07/12/2023

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

  The customer service agent did not go over my return options. She stated point blank that I could not return a mouthpiece. She referred me to the local Pittsford, NY store. The store told me they couldn't help me. I can only conclude that the customer service agent is not being truthful with you.

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

  Business Response

  Date: 07/13/2023

  Dear ****** *******, 

  I apologize for the miscommunication; the representative has tried to call you but was unsuccessful and had to leave you a voicemail. She also sent you an email with information regarding how to return. A return label was emailed to you via ups. If you have any additional questions or concerns, please email the representative directly.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:07/06/2023

  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 never had a company that had worse communication. We are having financial hardships and I need to change some things with our contract. I have reached out by phone, online chat, email, and a customer service form and have never recived any communication back.

  Business Response

  Date: 07/10/2023

  Dear ***** ***,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. A member of our Customer Service Team will reach out to you to discuss your concerns however if you are experiencing a financial hardship your instrument can be returned at any time. 

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:07/06/2023

  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 a violin and were on monthly pay of $39.68. We had a receipt we returned violin March 24, 2023. They continued to charge us into June. On June 27th we went to the store and they said they showed violin returned but only corporate can issue a refund. But they would stop all further monthly drafts. Spent 2 hours on hold for corporate with no answer so initiated a dispute with American Express and blocked further charges on card. July 5th the company charged us $59.52 under a different merchant number. We called again this time customer service answered and said they always do that whenever anyone disputes a charge through credit card company and the $59.52 was because they showed violin returned June 27th? We have sent them a copy of our receipt from the store. American Express acknowledged that a merchant should respond directly to them about a filed dispute and that trying to use another merchant number is very bad business. As if I needed to repeat that. I know American Express will deal with this for us but this is really bad way to run a business and needs to be addressed so others don’t go thru this.

  Business Response

  Date: 07/12/2023

  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 your rental has been closed with a return date of 3/24/23 and you will be refunded $99.20 on 07/12/23 to your credit card ending 1002. Please allow 3-5 business days for your bank to process your refund. You also received a refund via a chargeback for your 5/20/23 charge of $39.68 and 6/21/23 charge of $39.68 totaling $79.36.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:07/05/2023

  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.

  Purchased a guitar and case on 7-3-23 with CASH. Went back on 7-5-23 to return it. I was then informed that if the cash transaction was over $50, a refund check would have to be mailed to me. I told them that was unacceptable, that I was never told that up front and that I did not pay with a check. I paid with cash and I wanted the full cash amount back that I paid. One of the managers there said that she didn’t have the authority to issue a full cash refund so I told her to call someone who had that ability. She got on the phone with her boss and just complained about me being there and wanting a full cash refund. Didn’t ask her boss if there was any way he could help me or anything similar. Just a bullshit phone call that was useless. The whole staff there were very obnoxious and a bunch of A-Holes and would not help me in any way. I was then cursed at by one of the staff members and a shouting match began. They soon found out what a true A-Hole is as I told those idiots just what I thought of their bullshit cash return policy, what I thought of their piss poor customer service, and told them all they could F*** Off!!! I’ve spent a lot of money in the past with these people and they showed their true colors and that they have zero respect for their customers.

  Business Response

  Date: 07/12/2023

  Dear ***** ********

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your interaction at your local store. Unfortunately, it is our policy that any return in cash over $50.00 will be refunded back via a refund check. Our stores do not keep that much cash on hand. According to our records you did not return your item that day, you decided not to return therefore no refund is due back to you at this time.

  Thank you for your time,

  Jessica N*****