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 and Arts Center

  3375 Route 1 Ste 150 Lawrence Township, NJ 08648-2414

• 

  Music and Arts Center

  742 W Route 70 Marlton, NJ 08053-1644

• 

  Ted Herbert's Music and Art Center

  18 March Ave Manchester, NH 03103-4012

• 

  Music & Arts

  17903 Willie Rd Lewes, DE 19958-4210

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:06/02/2025

  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 have been trying all week to reach somebody to get a return authorization for my daughters clarinet that was rented during the school year. I have sent emails, ******** messages and waited on hold for 30 to 60 minutes waiting to speak to someone and I am getting nowhere. Earlier this week I called a music and arts store in ** asking for help and I was told a message would be sent to a representative but again I have not heard back. I do not know what else to.

  Business Response

  Date: 06/03/2025

  Dear ********* ********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. Someone will be reaching out to you today to discuss your RMA.

  Thank you for your time,

  ******* ******

  Customer Answer

  Date: 06/09/2025

  Everything has been resolved. I received a phone call from Music and Arts staff and was able to start a return authorization for my daughters clarinet. Thank you for your help, I would not have been able to resolve this without you!

• Initial Complaint

  Date:05/30/2025

  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 are a family with two children in band who have financed one instrument through Music & Arts and are currently financing a second. Recently, our credit card on file was compromised and replaced. Unfortunately, the new card information did not automatically update in our Music & Arts account.Instead of receiving proper notice or assistance, we were abruptly contacted by what was described as a "collections company." Upon further investigation, I learned this was not an external collections agency, but rather an internal division of Music & Arts posing as such approach that created unnecessary panic and confusion.I have called multiple times over the course of several weeks, often being left on hold for over three hours without resolution. When someone finally did answer, the representative was dismissive, unhelpful, and unprofessional. The entire experience has been unnecessarily stressful and frustrating.The companys lack of accessible customer support, long hold times, and poor service training have made it incredibly difficult to manage what should be a simple billing issue. This reflects a broader failure in customer service and transparency.We are loyal customers who have financed multiple instruments, and this experience has made us seriously reconsider continuing to do business with Music & Arts. I am filing this complaint in hopes that it will encourage Music & Arts to address their customer service practices, billing procedures, and staff training.Desired Resolution:Accurate clarification of our account status Immediate removal from any false "collections" process Improved customer support response times and service etiquette Written confirmation that our account is in good standing Thank you for your attention to this matter.

  Business Response

  Date: 06/03/2025

  Dear ****** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental account. I can confirm your account is current at this time. You updated your credit card on 5/29/25 and made your payment. You can disregard the notice you received. A customer service supervisor will to be contact with you regarding your recent interaction.

  Thank you for your time,

  ******* ******

  Customer Answer

  Date: 06/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: the response does not address that the customer service is below standard. The wait times were upwards of 3 hours. 

  I also must add the female customer service representative did encourage me to email music and arts with my complaint. However, she did report they would read the email but the chances of anything changing are very minimal to low and or no action would take place on their side when it comes to increasing staffing to decrease wait time. 

  I  find that the wait times interfere with the customer 's actions in attempting to update their account. 1 to 3 hour wait is unacceptable.  

  I am aware that my account is in good standing because I waited 3 hours to make that correction. 

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

• Initial Complaint

  Date:05/27/2025

  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.

  Music & Arts charged my new debit card without my permission to an account that doesn't even belong to me. I did not authorize this charge, nor did I call in and give them my new debit card information for them to use. I tried calling to speak with a manager at the call center and was hung up and told I couldn't speak with anyone because I'm not on the account in question. I was also told that they can charge whatever card they need to recover funds. I have since spoke to my bank who is disputing the charge, but I also cancelled my debit card and had to reorder another one. I have no idea how they would have gotten my new card number.

  Business Response

  Date: 05/29/2025

  Dear ****** *********,

  I apologize for any frustrations you may be experiencing. Your credit card was given for this rental account. Please have the customer contact us directly at ************** so that we can discuss with them directly.

  Thank you for your time,

  ******* ******

• Initial Complaint

  Date:05/21/2025

  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 signed my son up for private trombone lessons at this location. I informed the store at least a month in advance that we would be discontinuing the lessons because my son was starting baseball. I communicated my cancellation several times, but they still charged my card anyway om 3/20/25 for $160.00.I have contacted both the store and the corporate office multiple times regarding a refund, but I have had no success. They keep giving me the runaround. It has been over a month, and I still have not received my refund. I believe they fraudulently charged my card. Their repeated explanation that it takes time for a refund is unacceptable. The store said that they need the ok from the corporate office while the corporate office states that they have nothing to due with refunds and the refunds are done in store.

  Business Response

  Date: 05/29/2025

  Dear ******* *****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding you lesson account. I can confirm you were refunded $160.00 to your credit card ending 3706 on May 2, 2025. Refunds take 3-5 business days to post to your account. Please check with your credit card company to confirm the refund. Your account is closed with a zero balance.

  Thank you for your time,

  ******* ******

• Initial Complaint

  Date:05/19/2025

  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 RECEIVE A BILL FROM MUSIC AND ARTS TO WHICH I HAVE FILE A REFUND WITH MY BANK SHORTLY AFTER MY BANK ISSUES ME A REFUND I RECEIVED A NOTICE OF A BILL STATEMENT FROM MUSIC AND ARTS FOR $152 FOR LESSIONS THAT WERE NOT TAKEN. I CALL CUSTOMER SERVICE TO REFUSE TO ADDRESS THE PROMBLE ABOUT THE BILL TO WHICH I DON'T OWE.

  Business Response

  Date: 06/03/2025

  Dear ***** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustration you may have experienced surrounding your lesson account. I can confirm your lesson account is closed with a zero balance.

  Thank you for your time,

  ******* ******

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a percussion kit from Music and Arts in August of 2024. I called them to tell them we did not need the rental. This called was placed in August. They gave me a return number and Music and Arts sent someone to pick up the instrument. I received my September bank statement and I was charged the $42 for August (that was fine since we did have the instrument for a short time in august) and also for September. I got busy and did not call to inquire why. I assumed they would adjust. I got my october bank statement and they had charged me again. I began calling at this time. I was told they would stop billing me and also that they didn't see my instrument returned. I assured them it was. She looked again and saw our original percussion kit HAD been returned but that another instrument had been assigned to my account. I told her we never ordered another instrument. She said that someone must have accidentally put it on my account. I asked for a refund. She assured me she would "send notes and refund info" to a supervisor and hear back. I waited 7 days and called back. She told me a supervisor had reviewed but must have not seen the 2nd instrument was not supposed to be on my account. She assured me it would be fixed. Jump ahead several months and they still kept billing me and i called 7 times and each time they assured me it would be handled. One man told me he "took better notes" and I would receive a call. I never did. I could never speak with a manager. They said "that isn't the way it works." They assured me they were trying to find the instrument that was accidentally tied to my account before they could refund me MY money. I told them they illegal took funds from my account for a product I never got or signed up for. Months later..I still have not received a call or my refund. I have told my mom friends never to do business with them.

  Business Response

  Date: 04/24/2025

  Dear ******** *****

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. You were refunded $254.50 on April 18, 2025, to your credit card ending ****. I can confirm your account is closed with a zero balance.

  Thank you for your time,

  ******* ******

  Customer Answer

  Date: 04/24/2025

  
  
  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,
  
  
  
  ******** *****r

• Initial Complaint

  Date:04/15/2025

  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.

  Instrument rent-to-own agreement originally signed in August 2021 with CIC, which was absorbed by Music & Arts when CIC was purchased in 2021. Agreement included a Repair/Replacement plan. Agreement was for 37 months, with the final payment due to be September 2024.
  
  In June 2022, brought instrument in for a minor repair (a single bent key). Was called a week later to come pick it up, they opted to replace it instead but did not explain why. However, when they replaced the instrument, the rent-to-own agreement was reset, even though the contract plainly states that "Terms, Prices, and all equity of the original contract remain in force with the replacement instrument."
  
  This error was discovered in January 2025, when a review of credit card bills showed that monthly charges occurred in October, November, and December. I called Music & Arts customer service, explained the issue, and was told the billing department would contact me. They never did. In February I was billed again and I called again, was told a supervisor would call me back. They did, they advised that the "audit team" would look at everything and call me back. They never did.
  
  In March, I contacted my credit card company and requested that the charges for Oct, Nov, Dec 2024, and Jan, Feb 2025 be reverse. I provided them all this information and the original contract, they have reversed the charges for Nov, Dec, Jan, and Feb. October is still in question because there might be a final $1 payment due for October 2024. I was billed again in April, this time for two months worth of payments, and disputed that charge as well. That dispute is pending.
  
  Contacted local store, they agree that there is an error, have submitted an "internal ticket" to have someone look at it, but cannot fix it themselves.
  
  Today received a past due notice for the first batch of disputed charges.
  
  Would like the contract error to be resolved, restored to the original terms, and my account closed.

  Business Response

  Date: 04/17/2025

  Dear ******* ******* 

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. The retail price of your instrument was $1309.00; you had paid $180.00 (6 payments) towards this amount when Music & Arts acquired your account in Feb 2022. That left you with a balance of $1,129.00, 37 regular payments and one final payment of $16.41. Your final bill was due in March 2025. Tax and REMP don't go towards the retail price. There was an exchange to a more expensive instrument which extended your contract terms however we are honoring the price of your original instrument. You have been refunded $73.70, and your rental account is currently closed, pending any additional chargebacks we receive. A member of our customer service management team will be reaching out to you to discuss and any additional concerns.

  Thank you for your time,

  ******* ******

  Customer Answer

  Date: 04/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Before I am comfortable closing this as accepted complete, I need a final billing statement indicating that the original contract is considered settled/paid/closed and that no further efforts will be made to collect money.
  
  As an aside, and the root of the problem: There was no exchange of the original instrument, and thus should have been no extension of contract terms. I dropped the instrument off for a repair, and your shop chose to replace it with an identical instrument under the REMP instead of repairing it for reasons that were never shared with me. I never signed anything purchasing a new instrument or exchanging for a more expensive instrument. 
  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/18/2025

  Dear ******* *******

  Attached is your paid in full letter.

  Thank you for your time,

  ******* ******

  Customer Answer

  Date: 04/21/2025

  
  
  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:04/10/2025

  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 rented an instrument through our school for my son when covid hit. I returned the instrument and didnt think any more of it, when I received a hit to my credit over not returning the instrument. As this was several months after I returned the violin, I couldnt immediately find the proof of return and despite MANY calls to the store, they were unhelpful. They claimed their system doesnt show a return at all and therefore I paid the entire amount to have this removed from my credit. I happened to find the receipt and they are completely dodging any accountability in refunding the money I paid, when they are proven to be in possession of the violin. This has been an excruciating process and I want my money back! This never should have happened. My credit was ruined for over 3 months waiting for it to fall off after I paid.

  Business Response

  Date: 04/15/2025

  Dear **** *****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. Yes, your instrument was returned in April ****************************************** March 2022. You will need to contact ***** for assistance with your account at **************.

  Thank you for your time,

  ******* ******

• Initial Complaint

  Date:04/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented an instrument with serial number *********** on 9/**/**, the ********************** agreement was month to month. I returned the instrument with serial number *********** on **/**/** I received a return receipt. On February ******* there was 4 transactions for $16.31. On March 13th there was another transaction for $16.31. On March 14, I noticed all 5 transactions and call the merchant immediately. I spoke to costumer service, they asked for proof of my return and I email my return receipt. 2 weeks after contacting the merchant, they stated they were not able to locate the rental item and my return receipt is not enough proof. Merchant is now threatening me to report this to the credit report agency. I want merchant to close account. My return receipt should be enough proof that the item was returned.

  Business Response

  Date: 04/17/2025

  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 account is closed with a zero balance. You were refunded a total of $81.55 via chargebacks you issued for the last five charges of $16.31. Please check your credit card statement for these credits.

  Thank you for your time,

  ******* ******

  Customer Answer

  Date: 04/17/2025

   
  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:04/01/2025

  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 signed my daughter up for a 4 pack ****** subscription in January 2025- at no point was it referenced this was going to be a monthly charge. the cost was $144- she completed her ******s and on 2/10 i noticed an additional charge for $144- i called to cancel and explain that she did not need the additional ******s- that i purchased a one time 4 pack. The ******s have not been used and the business is refusing to refund the money and has now sent to me to a collections agency. they are not transparent with their pricing when purchasing ******s on the website. I have made 2 separate calls and the business refuses to refund the $144 for February ******s i never signed up for. Additionally, there has been zero communication from the store or company other than to send the $144 to collections.

  Business Response

  Date: 04/02/2025

  Dear ****** ****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your lesson account. I can confirm you were refunded via chargeback $144.00. As of April 2, 2025, your account is closed with a zero balance.

  Thank you for your time,

  ******* ******