Complaints

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

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• 

  Music & Arts

  7550 Teague Rd Ste 115 Hanover, MD 21076

  
• 

  Music and Arts Center

  762 Rt 17 N. Paramus, NJ 07652

• 

  Music and Arts

  1388 Chain Bridge Rd McLean, VA 22101-3904

• 

  Music & Arts Center

  12274 Rockville Pike Ste K Rockville, MD 20852-5600

• 

  Music & Arts Center

  19721 Frederick Rd Germantown, MD 20876-1337

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:12/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We started renting a trumpet through this company and were told that even in rent to rent we can accrue credits toward the purchase of the trumpet. We have almost paid the full price of the trumpet with rental payments and wanted to purchase the trumpet. We called the company to arrange the purchase and we don't get the same answer from any one of the customer service reps by phone or by email. Sometimes we're told we have $1094 in credit and other times were told we can only use $200 in credit. The latest email told me to take it up with the store because they weren't sure if they had the correct information. My contract is with Music and Arts in Frederick, MD and not with a store. The price of the ****** Bb Student Trumpet ******** is $1,499.00 and we have paid $1, 393.67 thus far. We should be able to pay the remaining balance to purchase the trumpet. This policy is even described on their website and in an email sent by their customer service representative. We would appreciate your assistance in rectifying this issue. Thank you.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/06) */
  Dear *************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. Our Customer Service Supervisor Devon will be reaching out to your to discuss your concerns.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (3000, 7, 2023/01/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate that the business stated that they would get in touch with me regarding this issue. I have not yet been contacted by the company. I welcome communication from them but have yet to receive a phone call or email from the person specified in their response. Therefore, I am unable to accept their response as the promised communication has not yet been received.
  
  
  Business Response /* (4000, 9, 2023/01/13) */
  Dear *************,
  
  According to our records you spoke to Devon on January 10, 2023.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:12/21/2022

  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 marimba from Music and Arts in 2019. COVID hit and there was no in person band. I returned the marimba in May of 2020 and have been charged ever since. I have called to try and resolve this issue peacefully but have had no success. They will not transfer me to a supervisor when asked. I have to keep calling them and wait on their resolution team to come up with an answer. I am filing fraud charges at the bank and hiring a lawyer to recoup all my money.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 7, 2022/12/28) */
  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. You were refunded $1,493.58 to your credit card ending 3173 on 12/27/22. Please allow 3-5 business days for your bank to process the refund.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:12/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a percussion kit from this company that was delivered to the school. We signed the contract online (8/6/2021) for a monthly rental fee ($37.54) with the understanding that when we returned the instrument to the school at the end of the year they would stop charging us the monthly fee. We returned the instrument on approximately 6/1/2022 to the school. In October 2022 I noticed we were still being charged by Music and Arts for the instrument we had returned to the school. We contacted the school and Music and Arts customer service but they were unhelpful and insisted we needed proof the instrument was returned. On 11/29/2022 we found out the band teacher at our school forgot to return our instrument to the education consultant with Music and Arts in North Carolina. The educational consultant for our school, *************, picked the instrument up from the school (****************************************************) on 11/29/2022. He promised a refund for the 6 months they were charging us when we thought we had returned the instrument and thought he had picked it up. On 12/1/2022 our credit card stopped being charged and we thought he was working on getting the refund. Today, 12/20/2022 I received a bill collection notice from Music and Arts. I have been trying to get the situation solved for 2 months. I have called the customer service department and billing department of music and arts (1-800-676-7760) at least 6 times since October when we first discover the charge on our credit card and no one is able to help. They say they need confirmation the instrument was returned. I have tried contacting ************* (1-************) but he has not responded. Please see attached documents. We just want a refund for the 6 months we were charged $37.54 and didn't have the instrument assuming it had been returned the same way it was picked up (at the school). We also don't understand why they are sending a debt collector when we returned the instrument. We have excellent credit.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 7, 2023/01/09) */
  Dear *************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. A customer assistance ticket has been opened so your concerns can be researched, please allow 3-5 business days for a resolution. Please call our Customer Service Team at 1-888-731-5396 for an update.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:12/15/2022

  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.

  Transactions started March 30, 2022. I discovered after several months that they had rented us a defective instrument. I brought it to the store's attention. They suggested I bring the instrument in for inspection. They acknowledged the marimba (instrument) had a manufacturing flaw that rendered several keys inoperable. They acknowledged their error and agreed to swap the instrument for a working instrument but refused to refund any monies or claim any culpability for renting out a defective instrument.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 7, 2022/12/27) */
  Dear **************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. A customer assistance ticket has been opened to have your concerns resolved. Please allow 5-7 business days for a representative to reach out to you with an update.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:12/14/2022

  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.

  I was automatically billed $168 in late July 2022 for music lessons for the month of August. However, because my music teacher left Music & Arts in Greenbelt, I was told by the store I would be issued a refund. I called in September about the refund and then again on October 21, and was told they would put a note in my account. I have yet to receive the refund I was promised.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/16) */
  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 you were refunded $168.00 to your credit card ending 2167 on 12/16/22. Please allow 3-5 business days for your bank to process the refund.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (2000, 7, 2022/12/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/09/2022

  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.

  Account number:*******
  Sales order: ***********
  
  I placed an online order for a 10-month flute rental on 9/26/22 and charged the amount of $225.76 to credit card ending ****. The local store (where I was supposed to pick up the order) called and said they did not have the flute in stock, so I asked to cancel the order. I was told to call a customer service number to cancel and reverse the charge, which I did several times to no avail. This order was never picked up or received. It was no longer needed, as I immediately ordered the flute from another local store that had it in stock in time for my son's first lesson a few days later.
  
  After several unsuccessful attempts to get the charge reversed, I disputed it with my credit card as a last resort. This predatory business is now challenging the dispute, claiming I am not entitled to a refund because I never returned the merchandise. To be clear, the merchandise was never received in the first place so there was nothing that could possibly be returned.
  
  I will note that this company also sent this bill to collections even though they had already charged my credit card. Unconscionable.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/12/15) */
  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 $225.76 to you credit card ending **** on 12/13/22. Please allow 3-5 business days for your bank to process the refund.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:12/08/2022

  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 had a rental contract with Music and Arts for a percussion kit for my son. The drum was returned on 9/24/22. Music and Arts continued to charge my credit card $40.52 after the instrument was returned. I disputed the charge and received a credit. However, now Music and Arts is sending me a bill in the mail for the $40.52 they posted in October. AFTER the instrument was returned. I have contacted them in writing via US Mail and email. I have not received a response and I continue to be billed. This company should not have contracts with schools. They are dishonest and use unethical business practices. My account needs to be credited for the $40.52. I should have a zero balance and this account should be closed.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/12/12) */
  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 $40.52 to your credit card ending **** on 10/12/2022 by Music & Arts. You also received a $40.52 refund via a chargeback. You were refunded the 10/1/2022 charge twice therefore the $40.52 is due back to Music & Arts.
  
  If you have any questions or concerns please feel free to contact us directly at 1-800-676-7760.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:12/08/2022

  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 violin from Music and Arts for my daughter (order #**************). I received an email from M&A stating, "The delivery to the school has been coordinated with your music educator and is expected to take place on 09/05/22." In early October, I contacted both my daughter's music teacher as well as M&A and neither could explain to me why my daughter had not yet received her violin. I informed the M&A customer service rep that I was going to ask my credit card to dispute the charge. He said, "I understand." I asked **** to dispute the charge. My daughter received her violin on Oct 20. At this point in time, I told **** that the dispute was settled. At which you point in time you added on an extra $15 charge. I spoke with a M&A customer service agent and explained what happened. He said that he understood and would have the late fee removed...which never happened. At this same time, my daughter informed me that she could not play the violin because it was broken. She also told me that her teacher said that the violin was too small for her. On Nov. 8, we drove out to the M&A store. The man there took the time to fix the broken violin but informed us that they did not have the next size violin in stock. He told us to keep calling as it should be in soon. We did and at no point in time was the next size in stock. I then called M&A again. I explained the situation to the customer service rep and informed him, that at this point, I just want to return the violin and get a full refund. He said that if I go to the store and return the violin then they will fully refund my money. And so, on Dec 3, we returned the violin to the M&A store in Paramus. After the M&A clerk spoke with a customer service rep, the clerk informed us that we would receive the refund in 5-7 business days. I received a refund on my **** bill today for $46.92...far less then a full refund. I am requesting M&A provide the full refund of $180.86.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/12/14) */
  Dear Adam Rendell,
  
  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 $142.94 to your credit card ending **** on 12/13/22. Please allow your bank 3-5 business days for your bank to process the refund.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:12/08/2022

  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 for my son (sax) on 9/24 and was charged $330. On October 24th the instrument still was not received. I called to see what the hold-up was and they said the item was on back order. I canceled the order and rented the instrument from another company as my son needed it for lessons. They continue to charge me $330 a month for an instrument I do not have and sent this to collections and reported it to credit. I do not have the instrument. They have documented on filed that I canceled it yet keep charging me and sending it to the credit bureau. Despite my calling and emailing to try and get this rectified it keeps happening. The refuse to transfer me to speak with a supervisor and keep assuring me it's fixed and it's not. I was again charged 330 on 11/28.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/12/12) */
  Dear ***********,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. You were refunded $320.93 to your credit card ending **** on 10/24/2022 You received an additional refund of $320.93 on 11/24/22 via a chargeback therefore the $320.93 that was charged on 11/28/2022 was due. No refund is due at this time. Your credit report has not been affected.
  
  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*****

• Initial Complaint

  Date:12/06/2022

  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 made a payment arrangement each month to be debited from my bank account. Instead they made an unauthorized debit in the amount of $253.00. They stated that they would reimburse me but never did. They then debited $79.00 from my account and sent me to a credit agency in the amount of $79.00. Everytime I talk to them they have a different story as to why they haven't reimbursed me. I had to go to the bank get a copy of my bank account showing that I paid $79.00 as well to send to credit agency. They do not debit the correct amount each month as agreed upon for the clarinet I purchased.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 7, 2022/12/12) */
  Dear ***************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. No refund will be given at this time. I can confirm you have not been sent to a credit agency, your account is current, and you will be charged your monthly rental charge on the 21st of each month.
  
  If you have any additional questions or concerns please feel free to contact us at 1-800-676-7760.
  
  Thank you for your time,
  
  Jessica N*****