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: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.

  Music and Arts kept charging me on my credit cards for product I NEVER received, and kept sending me collection letters. I Need Music and Arts to release me in Writing from any charge related to the order #********-00648, and stop the harassment of collection! On Jun 30 2022, I called Music and Arts to purchase a flute, and a salesman put an online order of $1381.21 for the flute. Once I received the order confirmation, I realized the address was wrong: my address is ***************, not ********** ln. Immediately, I called the salesman, and he promised to correct it. Apparently, He failed to correct my address on the order. On the deliver day of 07/12/2022, I didnt receive the flute. I tracked *** number(1ZA2552X0318307755) and found out the flute was returned to seller facility, received by someone named ******** in ***********. The delivery screen shot is attached.I contacted Music and Arts through email for refund, and their customer service replied in email that they would process and refund me. After two months, I didnt receive my refund. I contacted my credit card company to dispute the charge with tracking evidence showing delivery was NOT made to me. I won the dispute and I thought everything was settled. Two weeks later, I found out Music and Arts charge me again on another credit card I used for different purchase. I had to dispute the charge 2nd time. Since then, they kept send me bills and collection letters!!!I need Music and Arts to release me in Writing from any charge related to the order #********-00648, and stop the harassment of collection!

  Business Response

  Date: 02/17/2023

  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 that you have spoken to our AR Manager regarding this matter and a detailed accounting history was emailed to you explaining why a balance was due. You were refunded twice, once from your dispute and a second time from Music & Arts.  Once you have confirmed this with your credit card company, please call Music & Arts to make your payment at **************.

  Thank you for your time,

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

• Initial Complaint

  Date:01/30/2023

  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.

  My order number is **************
  I have yet to receive this item. When I first placed the order the item was NOT back ordered. They state they do not take payment until order ships but they took the funds out IMMEDIATELY after buying the item. I have tried countless times to email the company but I have not gotten any responses. This company is terrible at communicating. At this point I would like my order to just be cancelled especially if the product is out of stock. I do not want this to be pending too long to the point where it’s forgotten about and I lose out on almost $20. My son really needed more of this oil. I am VERY disappointed and will order this somewhere else.
  I just looked at the item I ordered and it’s BACK IN STOCK?! Yeah this company is a legit scam. Where the hell is my item?! What a bunch of crooks. Whatever you do, DO NOT order from them. You will not get your items.

  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 order. I can confirm that your order has been canceled and you will not be charged. The $16.91 pending charge will not be deducted from your account, this is just a pending charge and will drop off your account.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 02/16/2023

  
  
  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:01/23/2023

  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.

  The company charged out card on file for almost $900 on 1/20/23 which is over 22 times the monthly rental rate I called several times and was told that I needed to waif up to 7 days for someone to review my case and there was no way to speak with anyone sooner. The amount charged also down not math the 8 invoices we received in the mail on the same day. I'm seeking an immediate refund and they are unable to assist in any way.

  Business Response

  Date: 01/25/2023

  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 refunded $789.86 to your credit card ending **** on January 24, 2023. Please allow your bank 3-5 business days to process the refund.
  
  
  
  Thank you for your time,
  
  
  
  Jessica N*****

  Customer Answer

  Date: 01/26/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I have verified the partial refund, but the charge on my card was for $875.72 and the refund was for $789.86. The fact remains that none of these numbers match any invoices I have received. I am also yet to have have any direct communication from Music & Arts despite being told by several customer service reps that I would receive a phone call. This is unacceptable. I am also looking for some type of restitution given how this matter is being handled and the complete lack of direct communication with Music & Arts.
  
  
  
  I await your response,
  
  
  
  **** *****

  Business Response

  Date: 01/30/2023

  Dear **** *****

  The amount you were refunded was minus your December 2022 and January 2023 invoices that were due, Total charged $875.72- total due $85.86 = refund $789.86. No additional refund is due at this time. Our Customer Service Supervisor will reach out to you to discuss your concerns.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:01/20/2023

  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.

  On December 13/2022 I cancelled lessons ahead of time. They were successfully cancelled at the store at 7820 Wormans Mill Rd Frederick MD, 21701. On December 20/2022 the teacher was absent from class due to a health emergency. Understood. I was charged for those classes without a refund. They said they would look into it, at no point stating they couldn't issue it. They charged me again January 19/2023 for $136 and January 20/2023 $136. I called again asking for a refund with the store telling me they don't issue refunds and to call headquarters. Headquarters says they don't deal with lessons or lesson billing, that they only deal with billing from rental equipment. So they keep bouncing the ball back and forth, I set a complaint to my credit card company, but M&A recharged me the lessons. I called M&A again and they said there's nothing they can do. I told them I was once again going to reach out to my CC company and put a full stop to these recurring billings as I was canceling all classes with them. They owe me $68 from these 2 classes. The store and headquarters are saying neither can issue a refund. So basically they're stealing money.

  Business Response

  Date: 01/30/2023

  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 01/23/2023 and 01/27/2023. Please allow your bank 3-5 business days to process the refunds.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:01/19/2023

  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 obtained a saxophone for my daughter from Music & Arts last fall. There was a free trial period. During the free trial we returned the saxophone. I was told we would get a refund on the down payment. It was only $42, but still we wanted it back. They promised a refund but I never received it. I called several times. Finally I disputed it through my credit card company (****). They are currently investigating the dispute. In the meantime, Music & Arts has not only not refunded the $42, they are telling me that I owe them $42. They called me the other day and I explained the situation and they said it would be fine, but now I've received a bill for $42 from them.

  Business Response

  Date: 01/30/2023

  Dear ******** ********, 

   

  I am writing in response to your complaint regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. I can confirm you were refunded $65.20 to your credit card ending **** on January 27, 2023. Please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

   

  Jessica N*****

• Initial Complaint

  Date:01/18/2023

  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 was overcharged for 2 months November and December. I have been working with the store manager however it still has not been resolved. The issue was that I back my lesson down from 1 hour to 30 minutes. The system has me entered as 30 minutes but the billing dept kept billing me for 1 hour. My understanding was the employee was supposed to delete my account and then create a new account which did not occur. It's been over a month, and it's still not resolved.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2023/01/19) */
  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 $592.00 on your cc ending 6432 on January 19,2023. Please allow 3-5 business days for your bank to process the refund.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:01/15/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 22, 2022, I ended the violin rental right after I bought a new violin at the Bothell Location and since at the same day, they charged me the monthly rental of $27.53 which it charged me every 22th of each month for many years, so the manager there confirmed me the charge of $27.53 will be refunded. I also called the billing department at 1 888 731 5396 couple days later and the agent also assured me the refund had been processed. But after almost 2 months, I still haven't received the refund of $27.53 and thus I call the billing department on Jan 12, 2023 and for this time, the agent at 1 888 731 5396 handled my inquiry about my refund status so terribly and unprofessionally as she not just couldn't resolve my concern but cut me on the phone for 3 times: At 11:54am, she couldn't even have my information correct and just asked me to call the store then I needed to call her again at 12:23pm, and she finally found me on the file but put me on hold for 11 min then cut me again, then when I called her for the 3rd times at 12:35pm, she said she could only find my previous monthly rental information but not the current one which I just ended on Nov 22, 2023 and of course I was not satisfied at all since Music and Arts had been charging me for years and already processed my refund and she said she couldn't locate my monthly rental information at all. And at the end as she couldn't help me at all, she just cut my phone again. Then when I called the store at Bothell Location again, she finally found out from her manger that the refund was from a check not a credit refund. But when I asked if the check has been issued or not and when, she didn't have that information and just asked me to wait for her manager's call. So, at the end after 2 months now, I still haven't received my refund and no one seems to know how and when.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2023/01/19) */
  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 refunded $27.53 to your cc ending 4644 on January 19,2023. Please allow 3-5 business days for your bank to process the refund.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (2000, 7, 2023/01/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:01/13/2023

  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 Alto Saxophone from Music and Arts in 2019. COVID hit and there was no in person band. I returned the marimba in October of 2020 and have been charged ever since. I have called to try and resolve this issue amicably since Oct 2020 but have had no success. I have made numerous calls and logged a ticket, I have visited Edison branch at least 10 times and met various store managers. Everyone is giving me run around. I am filing fraud charges at the bank and hiring a lawyer to recoup all my money.

  Business Response

  Date: 02/13/2023

  Dear ***** ****,

  I can confirm your account is closed and you were refunded on February 13, 2023 in the amount of $326.28 to your credit card ending ****. Please allow 3-5 business days for your bank to process your refund.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:01/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 2nd I dropped off a saxophone for repair and cleaning. On the 11th I was told it needed 6 pads and was given a quote and time estimate of 3-4 weeks. This is where things go sidesways.
  
  On December 16th, I called as I had heard nothing and was told that the tech had only started working on it on the 28th of November and I would need to wait 3-4 weeks after that date. I asked if it was possible to expedite the work as I would like to have it before Christmas to be a gift. I was told it would be ready Thursday the 22nd. When I didn't recieve a call I called back on the 23rd and was told it was too late, and it should be ready by the 29th. It was not. I called on the 29th and they said they don't know when it would be ready and they would call me when it was. On January 7th I called and asked to have my sax returned to me regardless of work complete and still have recieved no word on when I will get my property back. Store staff has been rude and treating me like I'm the problem. I would like return of my property ASAP.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 7, 2023/01/19) */
  Dear **************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your repair. I can confirm you picked up your instrument from the store on January 12, 2023.
  
  If you have any additional questions or concerns please feel free to contact the Ellicott City store at 1-410-461-1844.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:01/09/2023

  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 rented a tuner saxophone for my daughter from *** ******* ***** in Sept 2020. I gave my credit card information and was charged monthly payments automatically. A new company took over that I wasn't aware of, and I was surprised that the credit card stopped being charged for the monthly payment. About six months ago, I received a random call to informed me about the missed payments, and if I didn't pay all the monthly fee owed or pay it in full, they would report it to the credit bureau. I talked to my husband and decided to pay it off, and I called Music & Arts and talked to Felicia. She informed me that the payoff amount is $1327.92. She processed the payment, gave me a confirmation # ******, and told me I would receive the ownership document in 7 to 10 weeks.
  A day later, she called and apologized to inform me that the payoff amount was different and that I won't receive the ownership document. I spoke with the manager then; she said the same thing and said I have to pay way more extra money to get the ownership document. Sure enough, almost after six months, they sent me a bill to continue to pay the monthly payment. For me, their action and business practice a wrongful, like a scam. I paid off the early settlement as was told and received confirmation. I need the business bureau to look at the situation and have them send me the ownership certificate of the instrument.

  Business Response

  Date: 01/18/2023

  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 not been paid in full. On July 27th, 2022 you made a payment of $1,327.92 and were advised that you had a remaining balance of $864.03 to pay in full. This balance needed to be paid within 10 days. You spoke to a Supervisor on July 28th, 2022 and she advised you of the same information.
  
  
  
  Please see your attached payment history along with a screenshot of the payoff quote. Please contact us at 1-888-731-5396 for a new payoff quote.
  
  
  
  Thank you for your time,
  
  
  
  Jessica N*****

  Customer Answer

  Date: 01/19/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I paid $1,327.92 because I was quoted the payoff amount and was told I would receive the certificate of ownership, confirmation number ******. Once you processed my payment, you called me the next day to let me know that isn't the payment amount. When I talked to the supervisor, I told them it was an unfair business practice and wondered why they received my payment wrongfully. If that was the case, I could have returned the instrument instead and not paid $1,327.92.

  Business Response

  Date: 01/20/2023

  Dear ****** *******,
  
  
  
  You still have the option to return your instrument at any time.
  
  
  
  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*****

  Business Response

  Date: 01/30/2023

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

  1, The confirmation number is for your payment not for a payoff.

  2. You were advised on July 27,2022 that your account was not paid in full, please refer to your contract. You spoke to a Supervisor on July 28, 2022, and she advised you that your account was not paid in full. She gave you the amount that you needed to pay to own your instrument, and you decided not to make that payment.

  3. We can't reverse the payment; you didn't pay for over a year, please refer to your contract.

  4,5. We have authorization to charge any past due balance to the credit card on file. As of January 30, 2023, you owe $36.12 due to the chargeback that you issued with your bank.

  As stated in my previous response if you dont want to pay any additional funds you can return the instrument and you are only responsible for your past due balance. You have not paid enough to own your instrument.

  Thank you for your time,

  Jessica N*****