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

  
• 

  Ted Herbert's Music and Art Center

  18 March Ave Manchester, NH 03103-4012

• 

  Music & Arts Center

  12274 Rockville Pike Ste K Rockville, MD 20852-5600

• 

  Music & Arts Center

  19721 Frederick Rd Germantown, MD 20876-1337

• 

  Music & Arts

  617 Potomac Station Dr NE Unit B Leesburg, VA 20176

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:06/05/2023

  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 rented a student trumpet from a local retailer through M&A several years ago. Upon realizing I still had it and no longer need it, I contacted the company for return information. A UPS return label was emailed to me and I send the instrument on April 17, 2023. UPS Proof of Delivery shows the instrument was received by M&A on May 2, 2023. UPS tracking number is ******************.
  
  I have continued to receive calls and letters from the company and its affiliated collections agency saying I still owe AND upon contacting the agency (which took hours of hold time on the phone), was told there is no record that the instrument was returned. I HAVE THE PROOF OF DELIVERY. I do NOT owe this scam outfit another dime and, if they truly don't know where the instrument is, that is on them and their EXTREMELY POOR ORGANIZATION AND CUSTOMER SERVICE. I have never experienced such a shady outfit and will be elevating my complaint to both my state and Maryland AG offices if this is not resolved immediately. I am also an attorney, so I will not hesitate to pursue any and all legal options against this company if this is not resolved to my satisfaction.
  
  My account reference number is *******. According to the most-recent correspondence I received from M&A, the balance on my account is $44.48.

  Business Response

  Date: 06/09/2023

  Dear ******* **********,

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

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 06/12/2023

  
  
  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. Thank you for the assistance. 
  
  
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:06/05/2023

  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.

  I have been trying to get an answer on my balance owed, as my records show I've overpaid by 2 months, since Dec 2022. I've been sent "statements" that have no balance listed on them, and a "agreement and disclosures supplement" which has no balance listed either. I was finally sent a copy of my signed contract, which shows the original balance but Music and Arts says this isn't my most current contract.
  They cannot provide me with any other signed contract and they state the balance on the contract isn't correct. I have been given multiple different figures on balances and payments. Everytime I have the dates and math to support what I'm saying, suddenly their numbers change. They have continued to charge my credit card, after requesting payment pause while I dispute charges and balance.
  Today on the phone I was given a total amount owed and total paid. When I explained the basic math shows more has been paid I'm then told that "total" isn't including other fees. I request the actual total, the one I agreed to pay, but that information isn't available. At all.
  The only options ever given to me are have them send me the contract ( the one they already sent that doesn't match their numbers), they can ask their team but there isn't any guarantee there is anything they can do.
  If a company is saying I owe them money but can't provide a contract, exact balance and amount paid to that point, I'm not clear on how there is any "agreement" to pay.

  Business Response

  Date: 06/22/2023

  Dear ******* *****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. Your original contract was for Trombone serial # 599608 with a rental price of $1160.00, you exchanged to Trombone serial # ******** with a rental price of $1960.00 on 09/17/2018. A copy of your exchange is attached. Your new terms were 60 payments at $32.00 with one final payment of $12.00 totaling $1,932.00. You had $28.00 in rental credit from your original Trombone bringing the rental price of your new Trombone from $1960.00 to $1932.00. This amount does not include tax or LDW. Please see the attached payment history and you can confirm you haven't made your 61 payments for your exchanged Trombone serial# 14783226. If you have additional questions or concerns, please feel free to contact Customer Service at 1-888-731-5396.

  Thank you for your time,

  Jessica N*****

  Business Response

  Date: 08/01/2023

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

  Attached is a payment history, this includes every payment that you have made since the beginning of your contracts. The instrument exchange portion of the exchange form is filled out. You did not purchase the instrument in 2018 after the trial period. As a courtesy we have closed your account with a zero balance, you will be receiving a paid in full certificate in 4-6 weeks.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 08/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I've received a collections letter regarding this account. This was sent to collections in July, while still trying to resolve this issue. Once I receive documentation the collections account is closed and the final paperwork comes through, I'll "accept" the response. 
  
  
  
  Sincerely, an
  
  
  
  ******* *****

• Initial Complaint

  Date:06/05/2023

  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.

  This is the worst place to rent from. I work for a financial institution and by law when you tell someone to stop trying to withdraw funds from an account they are supposed to stop. I have asked over and over again if I can make payments in the store only to be told that I have to put a card on file. I will be speaking to some one about this issues. Do not rent from this company.

  Business Response

  Date: 06/09/2023

  Dear ***** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. I can confirm you paid $60.00 at the store on 6/7/23 and it posted to your account on 6/8/23. Please call us at 1-800-676-7760 for assistance.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:05/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been, and continue to be wrongly charged, on a monthly basis, for an alto sax that was not only returned to Music & Arts (M&A) years ago, but indeed, was rented to another customer after it was returned. The local M&A Store in Fairfield, CT has acknowledged this error and has tried to help me get it resolved with the Corporate Office in MD, to no avail.
  When my son (now a high school junior) was in middle school, I purchased an alto sax from M&A, and rented a second - one for school, and one for home to practice.
  The saxophone we own bears Serial #**********, under Account # *******.
  The saxophone we rented and returned, under Account # *******, had Serial #**********. The local M&A store confirmed that I returned Serial #********** several years ago; that it was subsequently rented to an entirely different customer; but since that time, M&A has continued to charge me $45.73 on a monthly basis for it in error.
  The M&A store in Fairfield, CT actually showed me this info in their system, conceded the error on their part, said they would email the corporate office to resolve it and suggested I contact the corporate office as well.
  I attempted several times to call customer service but experienced unreasonable, hours-long wait times. Finally, I set aside a day where I could leave the call on speakerphone until actually connecting with a rep. After hours on hold, I finally connected. The rep took all the information and said they would refer the matter to their claims department for further investigation and they would get back to me in 2-3 weeks. That was months ago. I have not heard anything since and I continue to be charged on a monthly basis for an alto sax we not only returned years ago - but that M&A actually rented to someone else!
  I am seeking a full refund of every monthly payment charged to me in error since Serial #********** was returned (and rented to another customer). I appreciate your help in getting this matter resolved. Thank you.

  Business Response

  Date: 06/09/2023

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

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental account. According to our records this serial number is still rented out to you and hasn't been returned therefore we are trying to locate it. When/where did you return the instrument? With whom are you speaking with at the Fairfield Ct store that is acknowledging an error has been made so that we can reach out to them? Please contact our Customer Service Department at 1-888-731-5396 and provide this information.

  Thank you for your time,

  Jessica N*****

  Business Response

  Date: 08/01/2023

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

  After researching serial ********** has not been returned nor has it been rented out to another customer. We have decided as a one-time courtesy to close this account with a zero balance. Please respond to Tori's email with the requested information, once you have provided both pieces of information (picture of serial number on the instrument you purchased and the specific date when you returned) your account can be re-reviewed. 

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 08/05/2023

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

  Hi Jessica,

  Thank you very much for your response. Closing the account with a zero balance so that we don't get charged any further is a reasonable resolution to us. I just want to leave the Better Business Bureau complaint open and active until I can confirm that I don't get charged this month. The monthly charge typically hits in the middle of the month, and the most recent one processed on our about 7/17/2023, so I'd like to wait to confirm that the account is successfully closed, and to see that I don't get charged in August, before releasing the Better Business Bureau complaint as resolved.  But again, your proposed resolution - closing the account with a zero balance so we are no longer charged - is a satisfactory resolution to us, and so long as we see that we're not getting charged further on an ongoing basis, we will be happy to mark this complaint resolved to our satisfaction at that time.  Thanks again for your help - we appreciate your working with us on this. 

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

• Initial Complaint

  Date:05/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a clarinet thumb rest online on April 18th, 2023. Payment for the thumbrest came out on 4/20/2023 in my US bank account. They sent me trumpet cork. I called them and let the know of their mistake. They send me the thumb rest but also sent me a bill for $45.31. I have already paid this bill. They told me they will take the credit my account once I send them back their trumpet cork. I ask them to pay for the trumpet cork to be returned and for them to send me a shipping label. They say they "sent" me a UPS shipping label but I could not find it in any of my emails including spam. I call them back then they give me a tracking number of ****************** ********** and told me to go to UPS and they would be able to print the label. I go to UPS today (May 9th, 2023) and they told me they couldn't do that from a tracking number. I then call them and they place me on hold for 15 minutes then hang up on me. They wont give me the shipping label to send the cork back and because of this they won't fix my bill. I call them again and they hung up on me a second time. I call again and ask to talk with their collections and accounts department, I talk with a Devon and he tells me he can't deal with this account and I am supposed to talk with customer service, I ask him to transfer me to the proper person in charge (Devon P****) but apparently he couldn't do that and sent me back to customer service. Customer service then told me they sent an email requesting this Devon P**** to call me back and I haven't heard back.
  
  All I want it for my account to be cleared of this $45.31 charge. It has already been paid and I have the bank statement to prove it. If they want their cork back, they can send me the shipping label or send a ups driver to come to my house to pick it up...I have done enough driving and calling only to be ignored by them.

  Business Response

  Date: 05/31/2023

  Dear ******* ****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your order. Per your conversation with our Customer Service Supervisor on 5/9/23 the invoice of $45.31 has been credited to your account. I can confirm your account has a zero balance.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:05/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased "********* ABS Cello Case With Wheels 3/4 Size STD" on 03/11/2023 for the amount of $147.56, and the transaction date is 03/13/2023 and transaction number is ***********************. I received the product on 03/14/2023, but upon inspection, I noticed that the cello case was damaged and unusable. I contacted Music and Arts customer service immediately on 03/15/2023 to request a return, but they never provide me a change to return. I called several times and after providing all the information to their customer service representatives for a return. For some reason, the phone calls always got disconnected and they never called me back to follow up.
  I have made several attempts to contact the Music & Arts, but have not received a response. I feel frustrated and disappointed by this experience, as I trusted Music and Arts to provide me with a quality product and customer service. I am also disappointed that they have not followed their own return policy, which clearly states that they will accept returns for defective products.
  
  I disputed this transaction on **** ** ******* website and succussed. However, I received a mail from Credit America which is a debt collector who are trying to collect a debt that I owe to Music&Arts.com? I am very disappointed and angry for what Music&Arts does to their customers!

  Business Response

  Date: 06/07/2023

  Dear ****** *****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your order. Our Customer Service Supervisor Devon called and left you a voicemail on May 31, 2023, to provide you with assistance regarding your concerns. Please call her back to resolve at 1-888-731-5396 ext ****.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 06/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I called and left messages several times to the phone number listed above 1-888-731-5396 ext ****, however, I only got chances to leave messages instead of talking to anyone or customer service supervisor. I recorded all my phone calls to Music & Art. If you need the recordings, please let me know. It is just like what happened to me before when I tried to return the defeated cello case in March. I do not think this company is willing to deal with their own problems since they have so many similar complains on BBB website. After successfully disputed this transaction at my **** ** ******* account, Music & Art company even tried to charge me $147.56 again on April 18th. Please let me know what will be the next step. Thank you!
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:05/02/2023

  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 have auto draft set up in the amount of $110.69 monthly. This month there has been 5 drafts on my account in the amount of $110.69, totaling $553.45. I have spoken to customer service everyday since Saturday trying to resolve this issue and am being told they are looking into it. I don’t think it is legal for someone or company to debit your account without authorization. I clearly did not give authorization for them to take 5 times the amount in agreement. I’m seeking a more prompt resolution as this is an error on their end and I have other bills to pay.

  Business Response

  Date: 05/04/2023

  Dear ****** *****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your account. I can confirm you were refunded $442.76 on 05/02/23 to your credit card ending ****. Please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:04/27/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started guitar lessons 3 months ago now and I am yet to make any reasonable progress with the instruction that is being given. Considering the fact that the lessons have proved not to be very useful, I decided to not continue with the lessons but I was billed for another 4 week cycle just before I made the decision not to continue.
  I made this known to the store manager, who was rude by the way, and asked for a refund for the 4 weeks I was billed in advance for, never minding that I had a balance of at least 3 unused lessons. Only to be told that I would not be getting my money back. Which means I would have to continue with a service that did not give me the value it promised or I would lose my money.
  This is absolutely unfair and I should be able to get my money back and not have to stick with a service I no longer want. Bear in mind that their billing is made in advance of any classes and I do not want to continue with them.
  Please give me back my money.
  I had better expectations of these guys but this experience has left a very bad taste in my mouth.

  Business Response

  Date: 05/10/2023

  Dear ***** ********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your lesson account. I can confirm you were refunded $136.00 to your credit card ending **** on 05/04/23 and your lesson account has been closed. 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: 05/10/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I want to state that I have received my refund.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:04/19/2023

  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 daughter was taking piano classes at Music and Arts Cinco Ranch. Her teacher got fired and we ask to cancel the classes. I requested a refund of a full month I have paid in advance. It has been close to a year and I have not received my refund.
  I have called and visit in person and the answer is always the same: corporate is having to issue a lot of refunds and your should come at some point.
  
  I just need them to get my money back for the full month my daughter did not attend to their classes.
  
  I hope something can be done because just me asking for it is not getting me anywhere.
  
  Thanks.

  Business Response

  Date: 06/07/2023

  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. You were charged for 3-4packs of lessons for a total of 12 lessons. I can confirm your child took all 12 of those lessons between July 5, 2022, and Sept 14, 2022. No refund is due at this time, your lesson account is closed with a zero balance. If you have any questions or concerns, please feel free to contact your local Music & Arts store at 1-281-391-1933.

  Thank you for your time,

  Jessica N*****

   

  Customer Answer

  Date: 06/07/2023

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

  My child did not take the lessons as we requested the cancellation before that. 
  I also called several times with a promise that a refund will be issued but the excuse was always that I was part of a long list of refunds and it was taking a little longer. 
  Please provide proof that my child attended to this lessons.
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:04/19/2023

  Type:Product 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.

  We purchased a 4 lesson pack for our daughter from the South Paramus NJ location last summer. She has taken 4 lessons in August, 2023. Right after she took the last lesson on August 31, we talked to the staff and declined to continue lessons since we realized we don't have time to come to their location every week for a lesson once school starts. Our daughter did not take any lessons thereafter. However we were charged twice since then. We requested full refund of the lesson fee in the amount of $280 charged on September 24 and October 22 respectively. We have been working through this issue with John W*****, a store manager at the South Paramus NJ location, since last November. However we haven’t seen any progress or received any refunds from them.

  Business Response

  Date: 05/10/2023

  Dear ******* ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your lesson account. I can confirm you were refunded $280.00 to your credit card ending **** on 5/04/23 and your lesson account is closed. If you have any questions or concerns please contact us at 1-888-731-5396.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 05/10/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******