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:11/18/2022

  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.

  In February 2022, I called to pay the past due balance on a friends childs instrument. When I called and spoke with a rep I gave detailed instructions that this was to be a one time payment for a friend and the friend also spoke to the rep and gave her info so that the one time payment could be processed. On November 3, 2022 this company charged my account for $272. without permission. When I called to ask why my card was used they stated that my friend had gotten behind on her payments and that i needed to seek a refund from her. I had given very detailed instructions when I called in February as well as the rep would only take the one time payment from me and even stated that my card would not be put on the file. I have nothing to do with the account nor do i have any responsibility with this company. I did dispute the charges with my bank however its still pending.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/22) */
  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 issued a chargeback in the amount of $272.91 therefore that amount will be refunded to your credit card ending ****. Your credit card will be removed from our system.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:11/03/2022

  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 trumpet for my son and received notice that I would be making my final payment. I had a change to my debit card so I needed to call it in after realizing that the payment was late due to the new card. I did this final payment in July. I was assured that I would receive a certificate stating that I owned the instrument. It never arrived. Now, in November, I see on my bank statement that they've continued to charge me. I called customer service who stated that I owed over $200 on the instrument and that it would be paid off in May 2023 I had the literal last statement showing the amount I've paid total, the cost of the instrument, and what I owed (the final payment, which I made). They didn't care. They said that there was no one else to talk to and that I owed this money and that they'd continue to charge me until May. They're literally robbing me.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 26, 2022/11/22) */
  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 payment you made in July was for $39.01 and paid your July 1st invoice. We have no record of you paying the payoff on your instrument at that time.
  
  You were quoted an early payoff quote of $223.77 on 7/22/22 which was good for 10 days. Since then, you have paid $220.35 we will honor this as a payoff and close your account.
  
  If you have any additional questions, please contact us directly at 1-888-731-5396.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:11/02/2022

  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.

  I called Music & Arts to sign up for piano lessons and we were charged on 7/23/2022 ($128 per child). We arrived for our first music lesson on 7/25 and the teacher never showed up. We rescheduled the music lesson for another date. I then received a call from them saying that the teacher was ill and would not be able to have our lesson and that they will call me back to schedule me with another teacher when they have another one available. No one ever called me back and another lesson was never rescheduled yet I was charged again on 8/16/2022 ($128 per child). I called them to tell them that I would like to cancel and request a refund for the lessons we never had since their teachers do not show up for lessons and they never called me back to reschedule. They told me they would process the refund and they never did. We have called our local branch at least 8 times over the course of the last few months to keep following up on our refund and they always tell us they will make sure it goes through this time but we have never seen the refund come through. We called corporate and they told us that we have to talk with the local branch. Yet every time we talk to the local branch they tell us that they are waiting on corporate to process the refund. We would like our refund of $512 for lessons that were never provided.
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 26, 2022/11/17) */
  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 a total of $512.00 on 11/15/22 to your credit card ending ****. Please allow 3-5 business days for your bank to process to refund.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:11/01/2022

  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.

  Dispute with Music and Arts3/4/2022 I brought my flute to the West Hartford Music and Arts store since I was having trouble "closing the keys", making an airy sound. It was sent to their shop in East Hartford.3/22/2022 I picked up my flute and paid $85.08 for the repair. I also decided to enroll in the IMA (instrument maintenance agreement) at the same time for an additional cost of $161.64Once I got home, the flute was still not playing right, with difficulty closing over the keyholes not giving a pure sound, but "airy". I brought it to ****************** evaluation. The repairman did a quick assessment by placing a thin fluorescent light into the body of the flute which revealed light "leaking" from some the keys. This confirmed an air leak, which was not adequately repaired by the Music and Arts shop.5/31/2022 I picked up the flute at *************, cost $75. The flute played properly. I notified Music and Arts that the initial repair was not done right. I asked for a refund on both the repair bill and the cost of the IMA. The store could not give me a refund, and they referred my case to the corporate office. I was later informed that my request was denied. I called the store and told them this story and it was still denied. I called my credit card company with this dispute. I received a letter from my credit card company acknowledging the dispute. 6/24/2022 I received a check from Music and Arts (check # ******) for $161.64, which was the cost of the IMA. I assumed that the case was settled, and I would relinquish my claim for a refund of the $85.08 for the inadequate repair. I cashed the check, and assumed the case was closed. 8/12/2022 I received a bill from M&A for $246.72 for charges on 8/2/2022 for $85.08 and $161.64 (the same as the originally disputed charges). I received an email from Jolie telling me i owe them money. I forwarded a copy of my credit card charges for these amounts which i had previously paid on 3/22/2022.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 7, 2022/11/14) */
  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 via chargeback in the amount of $161.64 and a refund check in the amount of $161.64 which is creating the balance due of $161.64.
  
  The $85.08 will be credited to your account. Please call 1-800-676-7760 to make your payment of $161.64.
  
  Thank you for your time.
  
  Jessica N*****

• Initial Complaint

  Date:10/27/2022

  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.

  Your company is scamming the customer. When you have credit card information even the service was verbally canceled you keep charging the my credit card. To avoid this I had to replace my credit card. When I went to the Music & Arts Wayne NJ store they told me they can't do anything. They will have to e-mail to the headquarters
  
  Purchase was made on 6/25/22 $182 for a guitar. My daughter had lessons for 2 months. That includes the payment of 8/31 of $152.
  
  You kept charging on 9/28/22 for $152 with no services provided and tried to charge on 10/26 (Changed the credit card number to stop this.)
  
  Customer name
  ******************Date of transaction 9/28
  Store Wayne NJ
  Refund requested $152
  Store
  661 Hamburg Tpke Unit 5
  Wayne, NJ 07470
  
  Store Manager Name
  Bob C****
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 26, 2022/11/11) */
  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 have been in contact with the store Manager, and you will be refunded $152.00.
  
  If you have any additional questions or concerns please contact Bob directly at (973) 956-0630.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (2000, 28, 2022/11/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/25/2022

  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.

  Returned (2) rental instruments that we rented for over 7 years. The accounts were closed upon return, but we continue to have a monthly direct withdraw for over $50 per month. Contacted customer service several times, but their only response was that i needed to provide prof of the charge . Sent the documentation requested, but again no response, so i requested my bank to block the charge. Recently we started receiving calls that my account was past due. I no longer have their rentals, but continue to get charged and receive collection calls--- Definitely seems like a reoccurring theme here!
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 32, 2022/11/11) */
  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 our Customer Service Supervisor Devon has been in contact with you regarding your account. A refund in the amount of $150.11 was processed on 11/09/22 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*****
  
  
  Consumer Response /* (2000, 34, 2022/11/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They refunded the amount withdrawn from my account without my consent. Hopefully no further automatic withdraws will occur.

• Initial Complaint

  Date:10/25/2022

  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 had placed an order to rent an instrument for my school going son. The order number is ********-*****. The instrument was never delivered by Music and Arts citing shortage of the particular instrument. Their customer care agent suggested me to cancel the order. I cancelled the order accordingly. The agent informed me that the amount would be refunded in a week's time. However, even after more than 10 days, the amount was not refunded. When I followed up again, the other agent now informs me that it takes 3 weeks to initiate the refund. Further, the second agent was rude enough to say that I am not their only customer and was in a tearing hurry to disconnect the call. Mails to their customer service department has elicited no response.
  1. Why is each customer service agent giving different timelines?
  2. By when would the refund issued to me?
  They are neither delivered the instrument as per the contract nor are they issuing a refund. Plus, I have to put up with rude customer care agents.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 7, 2022/11/03) */
  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 canceled and you were refunded on 11/01/2022 in the amount of $170.60 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:10/25/2022

  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 paid off the viola I was renting to own on 8/29/22 and was told I would receive an email with my certificate of purchase. I even verified that they have the correct email every time I called. After not receiving it, I called again on October, 13 2022 and was told that I would receive it via email. After not receiving it again I called on October 24, 2022. I was told that I would receive it via email. When I asked more questions said he said it may have been system failure and something about processing before he can email. He did not even know what email address I would be receiving the certificate from. Most answers to my questions were unintelligible. At this point I have no belief that I will ever receive my certificate of sale or be able to speak on the phone with anyone who will be able to assist me. Please help!
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 7, 2022/11/03) */
  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 paid in full certificate has been emailed to ***************@gmail.com.
  
  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*****
  
  
  Consumer Response /* (2000, 9, 2022/11/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/24/2022

  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 purchased a violin on October 2nd, 2022. I returned it on October 5th, 2022. The store manager told me he couldn't cancel the order to contact customer service. I did however give him back the violin. I immediately called customer service when I got in the car. The gentlemen I spoke to said it would be refunded within 3-5 business days. It's now one month later and I still have no refund. The gentlemen at customer service keeps telling me its going to take one month to cancel the order and then another 2 weeks to get the refund. So I have no refund, no violin and no one at customer service had an answer for me the 4 times I called. I want my money back. The manager at the store gave me the note below to leave the store with.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 9, 2022/11/07) */
  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 canceled and your credit card ending 5623 was refunded on 10/25/22 in the amount of $173.80.
  
  You issued a chargeback for $173.80 with your credit card company on 10/27/22. Your bank decided in our favor, so your account is closed with a zero balance and will remain closed as long as you don't file any additional chargebacks.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:10/24/2022

  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 attempted to order a 3/4 bass for my sons orchestra camp that needed to arrive before 7/6/22. When it became clear from the local affiliate store ************** that it had not arrived 7/5/22, I called Music and arts and canceled the order. The representative told me she would put a note on the account that the instrument had never been picked up and the order would be canceled in 3 to 5 days with a full refund. I then received another bill from Music and Arts for the month of August. I then called September 1st and spoke to a representative again that told me she saw that the order had been canceled and she would make sure I would not be billed again and the account would be closed. On October 3rd we received a collections notice from **************. I refuse to pay for an instrument that was never rented. I then contacted the local shop and had a letter sent to the collections agency from my attorney on 10/17/22 that this account needs to be closed and taken out of collections. The owner John from ************** also sent me a written email on 10/17/22 that I sent to the collections agency that Instrument was never rented and the account needs to be closed. I also spoke to another representative from the company on 10/17/22 who said that she saw the account had been closed July 7/5/22 and would then cancel it. She refused to give me any other number to contact. She only gave me the case number #**********. Yesterday 10/23/22 I received another bill with not only multiple late charges, but a collections fee included. This is unacceptable. The instrument was never rented. It was never picked up and multiple representatives have told me that the order was canceled and I would no longer be billed. I will pursue legal action if this is not taken care of. This is now affecting my credit.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 7, 2022/11/01) */
  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 canceled and you were refunded an additional $84.36 on 10/24/22 to your credit card ending ****. This has not affected your credit.
  
  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*****