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Business Profile

Musical Instrument Rental

Music & Arts
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Music & Arts's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 321 total complaints in the last 3 years.
    • 80 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/05/2023

      Type:Billing Issues
      Status:
      Resolved
      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 for my child and after a few months I returned it . Music and Arts charged me for two months plus late fees $122.72 on a debit card that I had never authorized them to charge. It turns out they are charging me for an instrument they never rented to me . Someone made a mistake and entered the wrong serial number on the original rental agreement , so the instrument they rented to me which is the one I returned does not match their records. Huge error made at the rental store that sent me to collections and no one answers the phone now to refund the monies taken.

      Business Response

      Date: 07/13/2023

      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 account is closed and you will be refunded $122.72 to your credit card ending 8871 on 7/13/23. Please allow 3-5 business days for your bank to process the refund.

      Thank you for your time,

      Jessica N*****

      Customer Answer

      Date: 07/13/2023



      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 am looking forward to actually receiving the refund since that card you incorrectly charged has been cancelled.



      Sincerely,



      **** *****

    • Initial Complaint

      Date:06/30/2023

      Type:Billing Issues
      Status:
      Answered
      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 triple charged for the monthly and annual rental cost for a violin. I declined to have auto monthly billing and did not authorize my debit card to be kept on file. Receiving the run around to refund the triple charges which has caused serious debt with a negative banking balance and banking fees for insuffiencent funds -all caused by this company which did not have authorization to charge my card.

      Business Response

      Date: 07/05/2023

      Dear ***** ******,

      I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. I can confirm you were charged $233.34 to your credit card ending 7244 for your renewal on 6/27/23 then refunded $255.25 on that same credit card on 6/28/23. Please allow your bank 3-5 business days to process your refund. Your renewal in the amount of $233.34 was then charged on 6/28/23 to your credit card ending 7260. According to our records you haven't been overcharged. If you have any additional questions or concerns please contact us at 1-888-731-5396.

      Thank you for your time,

      Jessica N*****

    • Initial Complaint

      Date:06/29/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 paying 128.00 for over a year and now the store/company “reopened” my account and the charges are now $148.00 a month with no explanation. I have tried speaking to Jackie at the store, Nita on the lessons line and Kelly on the lessons line and no one got back to me and no one answers the calls/emails.

      Business Response

      Date: 07/20/2023

      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 you have spoken to your local store and will be refunded $20.00 when you attend your lesson on July 24, 2023. 

      Thank you for your time,

      Jessica N*****

      Customer Answer

      Date: 07/20/2023



      Complaint: ********



      I am rejecting this response because: it does not resolve the issue of how much I am paying. It is only a refund for the 20.00 that I was overcharged.  I can also tell you that I have NOT heard from anyone, at all. Not at  the store level and not at the corporate level. 



      Sincerely,



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

      Business Response

      Date: 08/01/2023

      Dear ******** *****,

      I am writing in response to your concerns regarding Music & Arts. Your initial concern was in reference to you being charged an additional $20.00 for your June 2023 invoice. The lesson rate was increased however you have been grandfathered into the lower rate, so you were refunded the $20.00 overcharge on July 24, 2023, to your credit card ending 6321. If you have any additional questions or concerns please contact your local store.

      Thank you for your time,

      Jessica N*****

    • Initial Complaint

      Date:06/29/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      The Montgomeryville location is totally incompetent. There have been numerous issues with scheduling drum lessons for my son. They have continually “lost” our appointments. I have attempted to reschedule his Thursday lessons repeatedly as the time doesn’t work for us and every time they say they took care of it , I get a reminder for a Thursday lesson. I have spent over a hour on the phone with Eric to schedule makeup lessons and when we show up- they say we arent scheduled this has happened multiple times. They are taking my money without providing the service they contracted to. The manager Eric is totally inept. This is borderline fraudulent at this point.

      Business Response

      Date: 07/05/2023

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

      I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your lesson account. I can confirm your lesson account is closed and you were refunded $152.00 to your credit card ending 5300 on June 30, 2023. Please allow 3-5 business days for your bank to process the refund.

      Thank you for your time,

      Jessica N*****

    • Initial Complaint

      Date:06/23/2023

      Type:Billing Issues
      Status:
      Answered
      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 16 May 2023, I had informed Music and Arts to discontinue our lessons with an email to ************************@musicarts.com. My request of cancelation has been received and acknowledged by Music and Arts.

      However, on 22 Jun 2023, I received a billing from Music and Arts and the business incorrectly continued to bill me ignoring my previous request of cancellation.

      Business Response

      Date: 07/03/2023

      Dear *** ****,

      I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your lessons. I can confirm that your lesson account has been closed. Your account will remain closed with a zero balance as long as we don't receive any additional chargebacks/disputes from your credit card company.

      Thank you for your time,

      Jessica N*****

      Customer Answer

      Date: 07/10/2023



      Complaint: ********



      I am rejecting this response because Music and Arts has not refunded me for 3 cancelled lessons in an amount of $126. Music and Arts now claims the lessons are not refundable but they had never informed me this when I signed up the lessons. Music and Arts should refund me for the cancelled lessons. 



      Sincerely,



      *** ****

      Business Response

      Date: 07/11/2023

      Dear *** ****,

      Please see the attached lesson Terms and Conditions for your review. There is no refund due at this time.

      Thank you for your time,

      Jessica N*****

    • Initial Complaint

      Date:06/22/2023

      Type:Billing Issues
      Status:
      Answered
      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 submitted a payment with my debit card. This company asked if I would like to set up autopay which I declined. The following month they took liberty with my card on file and deducted $115 without my permission or approval.

      Business Response

      Date: 06/23/2023

      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 Music & Arts has your authorization to charge your credit card for any past due balance. On May 24, 2023, you made a partial payment of $150.00 and set up a payment plan to bring your account current in 2 weeks, you failed to make that payment on June 7, 2023, therefore you your credit card was charged for the past due balance on June 21, 2023. Your credit card is not set up on ezpay. You are currently due for your June payment.  As long as you make your payments on or before your due date your credit card will not be charged. There is no refund due at this time.

      Thank you for your time,

      Jessica N*****

      Customer Answer

      Date: 06/26/2023



      Complaint: ********



      I am rejecting this response because they unknowingly kept my credit card information on file. Two weeks was not considered a full month so therefor payment was not actually due. Your customer service representative pressured me into giving them a date which I was not able to complete due to financial issues. But again, according to what was claimed a monthly payment is due, two weeks unfortunately does not warrant a monthly payment. Music &arts company kept credit card info after the payment was made without authorization of holding that credit on file and then using the credit card at their will is fraud. 

      I was not made aware that any information payment wise would be held on after I spoke to a representative. That’s extremely untrustworthy for a company. 



      Sincerely,



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

    • Initial Complaint

      Date:06/21/2023

      Type:Billing Issues
      Status:
      Answered
      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 gave my daughter permission for 1 time payment for $27.66 in December 22 they have continued to take out $29.16 every month she has called every month they tell her my Card has been removed on May 31,2023 they took $473.36 out of my account without permission. They will not return calls to me or my daughter also said no such thing as 1 time payment.I need help.

      Business Response

      Date: 06/21/2023

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

      I am writing in response to your concerns regarding Music & Arts. I can confirm that your credit card ending 8008 was provided on the contract for the initial payment, monthly payments and any past due balance, (see attached). Per our conversation on June 20, 2023 if your daughter calls and provides a new credit card and makes the payments that were charged to you, we would be happy to refund your credit card. We have record of you calling however we don't have any record of your daughter calling us. Please have her call 1-800-676-7760 Monday- Friday between the hours of 8:00am-5:30pm EST.

      Thank you for your time,

      Jessica N*****

      Business Response

      Date: 07/06/2023

      Dear ********* ********

      Again, I apologize for your frustrations I can confirm we spoke to your daughter on June 26, 2023. She stated she would return both instruments. As of today July 6, 2023, the instruments have not been returned. Your daughter can call us Monday-Friday 8:30am-5:30pm EST at 1-800-676-7760.

      Thank you for your time,

      Jessica N*****

    • Initial Complaint

      Date:06/21/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      The autopay has been turned off my cooperate, which has now led me to receive debt collector notices by mail. I have paid by phone but had zero contact with their cooperate office. It is near impossible to get anyone by phone. The employees shrug their shoulders because they do not know what to do other than to call cooperate.

      Business Response

      Date: 06/21/2023

      Dear ******* ******,

      I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental account. I can confirm you spoke to Customer Service today June 21, 2023 and updated your credit card for your monthly rental payments to be charged. A payment in the amount of $165.05 was also paid at the store today June 21, 2023, your account is current.

      Thank you for your time,

      Jessica N*****

    • Initial Complaint

      Date:06/13/2023

      Type:Billing Issues
      Status:
      Resolved
      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 stopped receiving music lessons from Music and Arts. They charged me $168 for the next month. I disputed the charge. My credit card removed the charge. Music and Arts refunded the $168 charge so my credit card company made a purchase adjustment for the double credit to my and paid Music and Arts the $168. I have received phone calls and letters from them stating that I owe them $168. They are threatening to send the amount to a collecton agency. They have been paid and do not acknowledge this. How does this get resolved?

      Business Response

      Date: 06/16/2023

      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 account is closed with a zero balance. If you have any additional questions or concerns, please feel free to contact us at 1-888-731-5396.

      Thank you for your time,

      Jessica N*****

      Customer Answer

      Date: 06/16/2023



      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:06/09/2023

      Type:Billing Issues
      Status:
      Resolved
      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 canceled the services of Music & Arts three weeks ago. Music & Arts charged my credit card $168.00 yesterday. There was no reason for them to charge my credit card. They must refund my credit card immediately!

      Business Response

      Date: 06/16/2023

      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 you were refunded $168.00 to your credit card ending 3121 on 6/15/23. Please allow 3-5 business days for your bank to process the refund.

      Thank you for your time,

      Jessica N*****

      Customer Answer

      Date: 06/27/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ***** ****

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