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

  3811 Evergreen Pkwy Bowie, MD 20716-2228

• 

  Music & Arts

  14577 Potomac Mills Rd Woodbridge, VA 22192-6808

• 

  Music & Arts Center

  19721 Frederick Rd Germantown, MD 20876-1337

• 

  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:03/06/2023

  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.

  Music and Arts charged $1935.55 to my credit card ending **** (customer #*******) on July 18, 2022. This transaction occurred with no invoice, receipt, or communication from myself to music and arts.
  
  I called music and arts billing department twice to understand what the transaction was and both times I was greeted to a receipt that contained no invoice or product number.
  
  Upon looking into my previous information on file - I have only ever made one transaction with music and arts - I purchased a piano for $1,825.99 from the Rockville store that was finalized and completed on 12/18/2020.
  
  As I did not authorize a charge and did not know if someone was using my card, I was confident that this was a fraudulent charge and contacted chase bank to ensure that my card was closed and to dispute the transaction as fraud on August 27, 2022. On October 26, 2022, chase confirmed and finalized that the transaction in question was fraudulent and closed the case in my favor.
  
  On 9/28, music and arts received the chargeback and choose not to fight through arbitration, but instead sent a brand new invoice directly with a new invoice number (previously ************ now ************) which still contained no receipt, product or signature of authorization.
  
  Upon receiving this letter, I contacted store manager Gabriel, billing department member Maylene I****, billing department member Rodella D*******, and a transferred member of fraud support who in all 3 circumstances over a 2 week period of receiving the fraud paperwork from chase, assured that the incorrect invoice would be taken care of and then never followed up despite 4+ communications back.
  
  On February 27, Music and Arts sent a 10 day notice that my account would be sent to collections if not paid in full.
  
  This invoice still has not been validated by music and arts, has been judged fraud by chase, and has had deceptive communication for 6 months attached. I require explanation and removal of the fraudulent balance.

  Business Response

  Date: 03/07/2023

  Dear ****** *******

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your order. You were not charged on 12/18/2020 for your piano, if you have a charge on your credit card on 12/18/2020 please provide us with a copy of your statement and this will resolve your balance. You weren't charged for the piano until 07/18/2022, you disputed this charge which created a balance due on your account with a new inv #. Attached is a copy of your invoice and statement. Please call us at 1-800-676-7760 to resolve.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 03/07/2023

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

  Jessica, 

  Thank you for your timely communication on this matter and I appreciate your vested interest in working toward a proper understanding of the events that have unfolded, as I believe we do not have the same understanding here. 
  

  First - I will note that as the card was closed due to me not authorizing a fraudulent charge for a different amount than a previous purchase I have made with your company previously, I do not have a statement available.

  Therefore, to continue forward - Can you please provide me the invoice documentation and paperwork outlining how a purchase I made in December of 2020 was recreated in July of 2022 on a brand new invoice showing no product, a differing price, and an authorized signature of me agreeing to this? I have attached all of the information I have received from music and arts below which does not show anything you are communicating here.

  If you can provide this analysis, It would be greatly appreciated. As you are exploring on your end - please note that this was not a chargeback, but fraud detection that was confirmed and finalized by chase bank when providing the proper details to ensure that you are confident your company is not committing fraudulent financial transactions. 

  Finally, I will ask that from here on out, we continue to ensure that all correspondence between our parties is documented moving forward rather than calling and failing to be reached by 3 differing members of your billing department. Thank you for your continued attention to getting this resolved properly. 

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

  Business Response

  Date: 03/15/2023

  Dear ****** *******

  On December 18, 2020, Music & Arts placed a hold on your credit card in the amount of $1,935.55 for the purchase of a piano, that hold dropped off your account on January 11, 2021. Over the course of the next 18 months, we continued to preauthorize (hold) the amount and the hold dropped off until finally on July 18, 2022 the charge went through. Then we received the dispute from your credit card company and you were given back the funds. As of today you haven't paid for your piano. I understand that you may have closed your previous credit card however you can obtain a copy of your statement and verify that the payment was not made in December 2020. The pricing hasn't changed from December 2020 to July 2022 the piano was $1825.99 plus tax $109.56= $1935.55. The July invoice is for the chargeback hence why there is no product listed, the original invoice for the piano was paid with the July 18, 2022 payment then the chargeback was issued so a new invoice was created for the chargeback.  I hope this information helps clarify why the funds are due to Music & Arts.

  Thank you for your time,

  Jessica N*****

   

  Customer Answer

  Date: 03/16/2023

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

  Thank you for your timely response here! As I have previously communicated, I understand what the company believes to be the issue here, however, this is not the communication that has been provided from chase bank. To clariy this, can you please provide me the invoice documentation and paperwork outlining how a purchase I made in December of 2020 was recreated in July of 2022 on a brand new invoice showing no product, a differing price, and an authorized signature of me agreeing to this?

  I have attached all of the information I have received from music and arts below which does not show anything you are communicating here. I will need the formal documents outlining the attempts to authorize my card, and the signature of this purchase, both for the old and new invoice.

  If you can provide this analysis, It would be greatly appreciated. As you are exploring on your end - please note that this was not a chargeback, but fraud detection that was confirmed and finalized by chase bank when providing the proper details to ensure that you are confident your company is not committing fraudulent financial transactions. 

  
  
  Sincerely,

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

• Initial Complaint

  Date:03/06/2023

  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 entered into a "Rent-to-Own Agreement' with Music and Arts on August 19, 2019, for a ******* ****** Violin, serial number ******** at the Music & Arts located at Boco Park in Las Vegas, Nevada. The contract states that the 'Rent-to-Own' total cost of the ******* ****** Violin was $1120.00, and the cash price was $784.00. For personal reasons we decided to rent-to-own this instrument with the understanding that the rent-to-own cost was $1120.00 and monthly payments would be auto charged to our credit card at $39.99 for 28 months and our last payment would be in January 2022. I have contacted Music and Arts at 888-731-5396 many times over the last three years regarding either the incorrect monthly payment being charged to my credit card, or the incorrect value of the violin being charged to me. Music & Arts stated that the violin costs $1860.00 but as I have told them numerous times, my contract for the violin states the cost is $1120.00, they always stated they would investigate and get back to me. They have never called me back with any type of resolution in either the incorrect charges or the incorrect cost of the violin. In January 2022 I called because my credit card was still being charged and I wanted to know if we have ownership of this violin. I was given the same answer about investigation, and they would call me back, this has not happened, and I continued to call almost every month. November 2, 2022, I called again because of the incorrect amount being charged on my credit card and I was told by the agent that I have paid $1500.00 towards the violin and the last payment would be August 19, 2023. I stated that is not what my contract states and I wanted the autopay to stop, and I wanted to be refunded the overcharges of $430.33 Music and Arts charged my credit card. My customer number is ******* and I have attached my original contract and certified letter I wrote to the headquarters in Fredrick, Maryland which has additional details.

  Business Response

  Date: 03/15/2023

  Dear ****** ******
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. The rental price of your instrument was $1860.00, you had $740.00 rental credit from your previous violin account (6127851) which was applied to the cost bringing the total cost of rental to $1120.00. You weren't being charged the $39.99 monthly; you were being charged less so that extended the terms of your contract, this has been adjusted. I can confirm you haven't been overcharged. Your account has been closed with a zero balance. If you have any additional questions, please contact us customer service department at 1-888-731-5396.

  Thank you for your time,

  Jessica N*****

  Business Response

  Date: 04/17/2023

  Dear ****** ******

  Attached is your paid in full letter. Your account is paid in full, and you own the instrument. Please call Customer Service if you have any additional questions.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 04/17/2023

  
  
  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:03/01/2023

  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 business charged me for an instrument that my son no longer plays. As soon as I saw the charge I contacted the school that was in possession of the saxophone and took it to the store the same day. I requested a refund from them and they told me that they aren't authorized to give refunds and that I owed another $53 for who knows what. They said they would put a request into corporate for the refund and I have heard nothing. Now they have the other $50+ in collections and the people calling don't care to listen to the issue. I have spent many hours trying to get this resolved to no avail. My credit card is past due and I am getting calls from them as well because I have had to dispute this charge 3 times now.

  Business Response

  Date: 03/07/2023

  Dear ***** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. I can confirm your instrument was returned on 10/04/2022. You owe for your July, August and September rental fees. If you have any additional questions, please contact us at 1-888-731-5396.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 03/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was made aware that the saxophone was not returned to music & arts on Oct 4, 2022. It was still at the school sine the end of school in June. I was never in possession of it until the school released it to me on October 4, 2022. I immediately took it back to the store.  The school was made aware that my son was no longer going to play an instrument in July. Again I did not have this instrument for several months because we were forced to leave it at the school for the summer.
  

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

  Business Response

  Date: 03/10/2023

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

  Please refer to the back of your contract 10. TERMINATION. You can terminate this Agreement at any time, without penalty, by returning the instrument to us in good condition, fair wear and tear excepted. All original issue accessories such as strings, mouthpieces, drum pads, sticks, instrument parts, or bows must be returned with the instrument, or you must pay for them at the time of return. DO NOT LEAVE THE INSTRUMENT AT SCHOOL WITHOUT PROPER ADVANCE AUTHORIZATION FROM US.

  You left your instrument at the school without contacting us first, that school doesn't accept returns. The contract is between you and Music & Arts not the school. You are responsible for the monthly payments until the instrument is returned to Music & Arts regardless if your child used the instrument or not.

  Thank you for your time,

  Jessica N*****

   

• Initial Complaint

  Date:02/28/2023

  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 rented a flute for a trial month Aug, 2022, and meanwhile bought some school supplies, within a month, i returned the flute and terminated the rental contract in early Sep, 2022, and the store printed me the account statement same day with negative balance because they did not ship me some supplies, i waited one month but did not received my refund , then i called and called in Oct, Nov, Dec, but every time, only get customer service department said they have created a ticket for the refund, and in Jan, 2023, i suddenly found that my credit card started being charged the monthly rental, and also in Feb, i removed the payment info from account, but they just keep charging it, that's terrible shock, i disputed the transaction but they just keep charged it again, I will NEVER do business with this company ever again nor would I recommend anyone for any reason. Terrible customer service. Absolutely TERRIBLE. HORRIBLE EXPERIENCE , NO MUSIC & ARTS !!!

  Business Response

  Date: 03/07/2023

  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 were refunded $49.80 via a chargeback and $15.14 via a refund to your cc ending 4509 for a total refund of $64.94. If you have any additional questions or concerns, please feel free to contact at 1-888-731-5396.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 03/07/2023

  
  
  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 hope those refunds will not be reversed again

  i want to take the opportunity to thank BBB for the help,  the whole experience with BBB was so positive and effecient !

  Thanks
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refund of $169.99 was not paid.
  
  Here are the details
  12/31 - Purchased a Cajon ($169.99)
  1/5 - Received the Cajon
  1/6 - Called Music and Arts to initiate the return and arranged that I will drop the Cajon to one of the Music and Arts store
  1/7 - dropped the Cajon to one of the Music and Arts store
  1/23 -
  Without getting any communication, I called customer service. Customer service person(Karen) mentioned that there is no update. And suggested that I need to contact the store. Then I said that “store and customer service belongs to Music and Arts, they should be able to talk to each other to resolve it”. Karen agreed to talk to the store.
  Then Karen called me later that day and said that I need to go to the store to pick up the Cajon and ship it myself. Although Karen did provide me with UPS code to use.
  1/24 - I went to the store to pick up the Cajon then the store person said that he will ship it himself and use the UPS code provided by Karen.
  1/28 - Cajon was shipped
  1/30 - As per UPS tracking, Cajon was delivered to warehouse
  2/7 - Without getting any communication, I called customer service again then she said that the return was not processed. I said that Cajon was delivered more than 1 week ago, and asked for a reason for the delay. Then she said that she processed the returned money will be refunded with in 7-10 days
  2/24 - Without getting any communication, I called customer service again, then he said that refunds are still in progress and when I asked for ETA then he had no answer.
  
  Hence, I am raising this complaint to get my refund back

  Business Response

  Date: 03/01/2023

  Dear *** *****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your order. I can confirm you were refunded on 02/14/23 to your credit card ending **** in the amount of $180.78. Please contact your credit card company to confirm.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:02/14/2023

  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 called SEVERAL times over the course of almost 3 months about getting a refund for months my child did not have use of the instrument and I kept getting the run around about how someone in management would call me. I have yet to speak to anyone in management and it’s been several months. I continued to get charged for an instrument Music & Arts had in their possession. So I disputed the charges with my bank, cancelled my bank card and was given a provisional credit through my bank. Music & Arts fought my bank and they were given the money back for the charges I disputed and then Music & Arts obtained my new debit card number through VISA and CONTINUED to charge me in February, 2023 for an instrument they have had since December, 2022. Currently I am owed $159 and now I get a message saying “no one is logged in to take my call.” How convenient. I will NEVER do business with this company ever again nor would I recommend anyone for any reason. Terrible customer service. Absolutely TERRIBLE.

  Business Response

  Date: 02/16/2023

  Dear ******* *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental account. I can confirm you were refunded on February 15, 2023, in the amount of $159.00 to your credit card ending ****.  Please allow 3-5 business days for your bank to process the refund. As of February 16, 2023, your account has a zero balance. Please don't issue any additional chargebacks with your credit card company, if you do this will cause your account to reopen and have a balance due.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:02/13/2023

  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 rented a musical instrument at Music&Arts store in Ramsey, NJ. I returned the instrument on November 20th, 2020 & my account was closed, but my credit card has been charged for over 2 years [$943 in total], which I realized on February 1st, 2023.
  On February 1st, 2023, I came to the Music&Arts store in Ramsey, NJ, and asked to provide info about the accounts under my name. The rep confirmed that I have no accounts and that my instrument was returned on November 20th, 2020. He recommended calling Music and Arts Call center at 888-******** to resolve the mistake and provided a document with my account info, stating that I returned the instrument.
  Attach. 1
  On February 9th, 2023, I received a resolution from ***************@musicarts.com, stating as if on November 20th, 2020 [the date when I returned my instrument], another account was opened under my name at the same location. They provided a copy of a “New” account info, Attach. 2, with NO signature, faked email, and faked phone #.
  Attachs. 3-5.
  The same day, I returned to the Music&Arts location and asked again to provide me with the information about the accounts under my name. At this time, I was advised that I was currently in possession of the "New" instrument, but they could not provide any information about this "new" account. . I informed the rep that I did not recognize this service and that the "New' account was opened with a fake phone # and email & called the Police.
  The manager stated to the Police officers that all info about the accounts could be found online only by logging into the Music&Arts account on the website. I informed the officers that I could not get any information about a “New” account because a “New” account was created with a fake email address.
  When I came home, I logged in to my only account with Music and Arts. It recognizes me as a client and has my email address and phone #, but t has NO info about the contract, history of rentals, or payments.
  Attachs 5-7

  Business Response

  Date: 03/21/2023

  Dear ******* **********

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. According to our records you returned a trumpet on 11/20/2022 and rented another Trombone serial # *******. In June 2021 you mailed in a renewal (see attached) agreeing to all the terms of your original contract. We haven't charged you $943.00 for this account. 

  According to our records the Trombone has been returned. As a courtesy we have refunded you $290.00 to your credit card ending 6178 on 02/10/23, which is the total you were charged monthly from July 2022 to February 2023 (8 payments x $36.25). A refund for the renewal of $154.61 will be processed to your credit card ending 6178 on 03/21/23, please allow 3-5 business days for your bank to process the refund. You will be refunded a total of $444.61.  As of 03/21/23 your account is closed with a zero balance. As long as you don't issue any additional chargebacks your account will remain closed.

  If you have any additional questions or concerns, please feel free to contact our Customer Service Department at 1-888-731-5396.

  Thank you for your time,

  Jessica Na****

• Initial Complaint

  Date:02/13/2023

  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 am a current renter of a Violin at Music & Arts and former recipient of Violin lessons. Our instructor left Music & Arts and a new instructor took over. The instructor would cancel lessons and then we were 'owed' make-ups. After 2 months we decided to CANCEL our lessons. there are no rules or conditions around notice. We were paid in full for our lessons. The company charged us for a month of lessons we did not have - we disputed the charge and were refunded. We canceled officially on 11/29 - on Dec 5th we charged another 141.00 for lessons for Dec. 2022. We called customer service on their toll free number they shared "they don't handle lessons" bring it up with your local branch. We went to the branch they said they don't do billing. - They since sent the charge to collections. Which I refuse to pay - no services rendered, we canceled our service - we don't owe them money. Now, fast forward to Feb 2023 - Another charge for 163.00 is appearing on my cc for Feb Lessons. - I called the local M & A - they say call Customer Service - on hold for 30 m - no one answers or is available to take my call - I will dispute the charge again - but they take no responsibility for their actions, the charges are faudulent and the service is non-existent this is criminal.

  Business Response

  Date: 02/23/2023

  Dear ******* *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your lesson account.  You were charged $148.00 on 11/20/22 however you were refunded $148.00 to your credit card ending **** from Music & Arts on 11/29/22. On 12/2/22 you issued a chargeback for $148.00 your bank refunded you the $148.00 again, this created a balance due on your account. That balance was charged on 02/10/23. According to our records Music & Arts did not charge your credit on 12/05/22, please contact your credit card company to confirm.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:02/02/2023

  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 contacted the Toms River, NJ location to secure a cello for my 4th grade daughter. I paid for the rental fee up front and was not provided with a contact outlining the terms and conditions. The cello was delivered to my child at ******** ****** ****** in Stafford, NJ in September. My daughter decided to not pursue the cello in January 2023. I contacted Music & Arts Corporate Office and was told I would receive some soft of reimbursement for the unused portion of the year. I was instructed to return the cello and call corporate back. I noticed my name was spelt wrong on my receipt. I called corporate and the woman I spoke to was unprofessional and curt with me. Telling me I misunderstood the message from the original representative and I would not receive any prorate refund. I asked for a review of my case and was told to call back in 10 business days. I called back as instructed and got an even more unprofessional and outright rude woman. I explained I never received a contract because my name and email were incorrect. I also explained not one person told me the terms and conditions of said contract. She told basically told me she was my last recourse and no one else was available for me to speak to. She also was not honest during the call and put me on hold for an excessive amount of time while she called the Toms River site. When she returned to the line she told me her manager said I received the instrument and the contract is valid. This is after she told me there was no manager. I do not appreciate being lied to. I would have made a different decision had I known what was at stake, paying for an entire year and not using the instrument or another one in its place. The said contract and the terms seem very particular and I would have liked to view that which is my right as the consumer.

  Business Response

  Date: 02/23/2023

  Dear ******* *********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. Please refer to your contract #1 on the back the trial period and monthly payments will not be prorated or refunded. You had the instrument in your possession from 08/26/22 until 01/11/23, there's no refund due at this time.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 02/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I was never provided a contract outlining the terms and conditions.  I would have made a different decision regarding the payment.  You gladly accepted my $300.00 plus dollars and provided nothing in return as far as a contract.  I am very unhappy and expect a partial refund.  
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:02/01/2023

  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 rented an instrument from this business and they sent me a broken one. They are making me pay for the instrument until they send another one. They are suggesting I can instead go and drive to the shops and get a new one, yet the shop is far away. They are rude and have not once apologized for sending a broken instrument.

  Business Response

  Date: 02/13/2023

  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 rental has been closed and you will be refunded $41.37 to your credit card ending **** on 02/13/2013. Please allow 3-5 business days for your bank to process your refund.

  Thanks

  Jessica N*****