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 & Arts

  5295 Westview Drive, Suite 300 Frederick, MD 21703-7159

  
• 

  Music & Arts

  7839 Maltlage Drive Liverpool, NY 13090

• 

  Music and Arts

  3811 Evergreen Pkwy Bowie, MD 20716-2228

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  Music and Arts

  1388 Chain Bridge Rd McLean, VA 22101-3904

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: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.

  My daughter was taking guitar lessons there, and in mid August 2022 my daughter lost interest and we cancelled the lessons.I asked for a refund for the remaining lessons, which was 5. 2 of those were from my current month's prepayment, and the other 3 were from when the instructor was absent those weeks in the past.I have visited this location multiple times asking about my refund, and still have not received it. The last time I was there, the manager put in another request for refund. He had noticed a note saying the missed classes because of the absent teacher were considered makeup classes.Since I have cancelled and those 5 classes are already paid for, I am seeking a refund. Make up classes are irrelevant since we cancelled the classes and my daughter no longer has interest in taking the lessons.I am filing this complaint for bad business practices whereas this business will not refund what is owed to me.I am not looking for anything special, I just want a refund for the 5 classes I had already paid for.
  

  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 lessons. I can confirm you were refunded $105.00 on 09/21/22 to your credit card ending ****.
  
  If you have any other questions or concerns please feel free to contact us at 1-888-731-5396.
  
  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 was taking violin lessons at the Music and Arts store in Newport News, VA until August 27, 2022. I cancelled all future lessons on 08/27/22 because my teacher quit the store. They did not have any other violin teachers available. The corporate office continues to bill me for lessons, even though I ended the contract in August. Their records in the store show that I quit lessons on 09/04/22, which is incorrect because I told them I was done on 08/27/22. Either way, I am done with lessons, yet they continue to bill me every month, taking the money directly out of my checking account. I have been billed for September, October, and now for November. I am also owed $120 for cancelled lessons that the teacher did not make up before she left. I have been able to get $240 back, but they still owe me another $240 for the money they just took from me today, and also for the missed lessons (that were cancelled by the teacher). I have contacted my bank to have them blocked from accessing my account and am waiting for a response from the bank. This is ridiculous. This company is billing me monthly for lessons I am not receiving! I have called the store multiple times and gone in to work with the manager, Chris. He has been as helpful as he can be but it's coming from the corporate billing office, not the store. This is now the 3rd month in a row they have continued to charge me for lessons I am not receiving. They also have me in their system with my last name misspelled and multiple phone numbers but all of the accounts are me alone. I do not have children or other relatives using my name for lessons. This has been a complete disaster and I will never work with them again. Any assistance is greatly appreciated.
  

  Business Response

  Date: 11/29/2022

  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 lessons. I can confirm your lessons have been canceled. You were refunded $240.00 on 09/30/22 and $120.00 on 10/24/22 to your credit card ending ****.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (3000, 9, 2022/11/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I still have not been refunded $120 for the 4 lessons that were cancelled by the instructor. She cancelled these lessons, not me! There are no other violin teachers available to give me lessons. I have lost an additional $120 in missed lessons due to the teacher cancelling them. I want ALL of my money back, including the $120 for missed lessons that I have not been refunded for.
  
  
  Business Response /* (1000, 32, 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 lessons. I can confirm you were refunded $120.00 on 11/22/22 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*****

• Initial Complaint

  Date:10/21/2022

  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 purchased a gift certificate for $100 for ************ in Tigard Oregon. 3 months later it was taken over by Music & Arts. I asked if this could be transferred to the new business. The answer is yes but they need corproate to transfer the gift certificate.
  I called Music&Arts customer service and they said to work with the the new Music&Arts (formally Tigard Store).
  I called and left my name and gift certificate with the store. They said they emailed corporate to get the gift certificate transferred. They have tried multiple times. The people in the store are waiting on corporate to transfer. And customer service at corporate say its up to the individual store.
  
  I have been patience and have not acted like a "karen" because i know this is a corporate issue. I just want to spend money in their store but this pointing fingers is getting tired.
  
  The former ************ has taken my name and gift card number (********************)
  I have not been copied on emails, and i have called into Music and Arts customer service 2x but i was not copied on this correspondence.
  
  I would be happy with the transfer of gift certificate to the new store. I am also happy to talk to corporate if they can issue the gift certificate.
  

  Business Response

  Date: 11/07/2022

  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. I can confirm the gift card information has been emailed to you at **************@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 /* (2001, 16, 2022/11/18) */
  I received the card and was able to use it at the store. Thank you for handling this. Much appreciated!

• Initial Complaint

  Date:10/20/2022

  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 went to this business to rent a Trumpet for my niece. I spoke with an attendant there who helped me fill out the online application. After I was done, I showed her the number, which she would bring up on her computer and then go to locate the item.
  
  This attendant was aware that I was renting a Trumpet and after the transaction and I showed her the Transaction number, that was when she said she didn't have the item in stock. This was on September 30th.
  
  I was also told that I would have to request a refund as they will not be getting any Trumpets in the store for another 2 weeks from that day, being September 30th.
  
  I went and located a Trumpet at another music store and have since filed for a refund. I was told then that the refund will take 14 days and today I called and was told that there is no time limit on the refund process, as the store needs to send in items back to the warehouse. Once all the items are accounted for, only then will the refund be processed.
  
  Up to today, Only the Trumpet was returned, the other items, The starter kit and the book, has not been returned,.
  
  I argued that no one is calling to make sure this is being done, but that just went on deaf ears.
  
  Please help me resolve this issue. The full cost is $216.43.
  
  I can be reached at ************ for further information
  

  Business Response

  Date: 11/04/2022

  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 you were refunded $37.31 on 09/29/22 to your credit card ending ****. You were refunded an additional $179.12 on 10/27/22 to the same credit card. Please allow your 3-5 business days for your bank to process the refund.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (2000, 9, 2022/11/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I thank you for whatever input ou had in making this possible and your continued support to consumers.

• Initial Complaint

  Date:10/18/2022

  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.

  My original contract was with Ken S****** and I never had any issues with payment being drafted directly from my bank account. Ken S****** then sold the account to Music and Arts and I was not made aware until I received a phone call from someone asking for bank account information. I refused to give my banking information to someone I knew I had not transacted business with and not even familiar with the company. I spoke with someone in August and requested a statement be sent to me to show my account. And was told they don't send statements but she can request a letter be sent and at that time I was sent a collection notice but in September I received a regular statement. I paid and brought the account current and then October I received another statement with a past balance and the dissatisfaction stated all over again. I called on Oct. 18th and was transferred to Nancy in collections who sounded like I woke her up and immediately went into telling me how to return the instrument. I'm so frustrated with this company and their customer service or lack thereof. Someone from Music and Arts need to get themselves together and correct my account. This was the worst thing Ken S****** could have done is sell the receivables to Music and Arts.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 7, 2022/10/26) */
  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 welcome letter was mailed to you advising you that Ken S****** was becoming Music & Arts in June 2022.
  
  In August a statement was emailed to you, Music & Arts has mailed monthly statements to you on the 6th of each month.
  
  We offer an Ez-pay option to have your credit card charged for your monthly invoice on your due date to ensure your account is kept current. As of 10/26/22 your account is past due $30.90 for your 09/30/22 invoice.
  
  Please call 1-888-731-5396 to set up Ez-pay or if you have any additional questions or concerns.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:10/18/2022

  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.

  I rented a saxophone for my daughter in September of 2021. Using the 4.5 month promotion, I was under the impression that the months afterward would be charged accordingly. After what was probably some missed written communications, and a change in phone number, it took a while to realize that my previous card on file had been replaced, so Music & Arts was not able to charge for the rental. I did eventually receive notice, and updated the billing info. I am not sure why they attempted to stop changing for the back pay and rental ($40 per month for about 8 months), but I then received notice that I had a balance of over $1700 that would be forwarded to collection's if I did not respond in 5 days. My letter, postmarked 10/12/2022 did not reach my mailbox until 10/18/2022. Due to this being out the 5 day window, I called and was informed that the account had already been forwarded to collections without me having the opportunity to amend the back payments. I would like to know why a charge of over $1700 was forwarded to collections when I should only owe around $400 which I would gladly pay.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 7, 2022/10/26) */
  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 only payment we received on your rental was your initial payment. Your first monthly rental payment was due 01/26/22 however your credit card was declined. We attempted to charge your credit card a total of 30 times and each time it came back declined.
  
  Your account has been sent to Kinum for assistance with collections, please contact them at 1-888-281-1750.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:10/14/2022

  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 ordered a rental saxophone for my child's music lessons from Music & Arts, and asked to have it delivered to my child's school (as recommended by the website). The saxophone was not delivered before the first lesson, and I reached out to the 800 number, as instructed, to try to find it. Customer service was extremely unhelpful, and told me they could only "email the Educational representative", but would not provide me with an email or phone contact for this person. I called my local store, and they provided me with the phone number for the delivery person, who confirmed that they were delivering the sax that day. It never was delivered to the school, and Music & Arts is saying that I need to wait for the Educational representative to contact Corporate and then they will let me know.
  
  My child has already missed one lesson (for which I already paid) and the company is showing absolutely zero urgency in resolving my complaint.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/18) */
  Dear **************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your order. Per your conversation with our Customer Service Dept. on 10/14/22 you wanted to cancel your order. I can confirm you were refunded $88.67 to your credit card ending 2007 on 10/17/22. Please allow 3-5 business days for your bank to process the refund.
  
  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:10/14/2022

  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 an instrument through Ken S******. A few months ago I received a past due bill from Music & Arts. I called them to advise I did not have a rental through them. They advised that they purchased Ken S******. I then wanted to pay off my instrument and asked for the payoff amount. They customer service rep gave me an amount and I requested the late payments be removed because I was unaware they purchased Ken S******. I also asked why the payments weren't going through and they advised the payment information did not transfer over. The rep could not take off the late charge and transferred me to someone that could help. When speaking with the next rep she provided me with a different payoff amount. She said she would look into it and call me back with the confirmed amount. Never heard back. I called several times and they said they could not transfer me to a manager or provide any other updates besides the amount owed. I also started receiving collection letters in the process of me trying to figure out the correct amount to pay off.
  
  Yesterday I called twice and both times the reps were rude and talked in circles. They spoke over me and hung up when I asked if my credit card info wasn't transferred and I didn't authorize the payment how they were able to debit my card.
  Today the same thing. They rep told me I had a past due balance since June and my card on file is not active and needs to be updated. I again asked if my card on file is not active and I did not authorize, how could they debit my account. I let her know my account transferred from Ken S****** and then she started telling me that it transferred like she knew all along. Not one person mentioned that. I asked for a manager. They continue to say none is available. I let her know I would wait. She said no and told me to have a nice day and hung up. The reps are they worst I have EVER encountered. They could not provide my contract either.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 7, 2022/10/26) */
  Dear **************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. A welcome letter explaining that Ken S****** is now Music & Arts was mailed to your address we have on file. The letter explains your credit card information does not transfer to us and what steps you needed to take to update your credit card for Ez-pay with us.
  
  On 08/26/22 you contacted customer service; they provided you with a payoff that didn't include your past due balance, because you were past due, they had to transfer you to our collections dept for the correct payoff amount. The correct payoff was provided to you. You updated your new credit card at this time however no payment was taken
  
  On 09/19/22 you contacted customer service and stated you would call to make your payment on 09/23/22. We did not hear back from you.
  
  On 10/13/22 your credit card was charged for your past due balance.
  
  on 10/17/22- A copy of your contract was emailed to you.
  
  I removed all late charges that were charged after 08/26/22. Your current payoff which is good for 10 days from 10/26/22 is $50.72.
  
  Please call 1-888-731-5396 to make that payment or if you have any additional questions or concerns.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:10/12/2022

  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.

  This vendor has drafted double payments and cannot give an adequate explanation as to why they do not match the contractual dates attached. They refuse to acknowledge the fact they are just carelessly disregarding contract dates/charges they set forth at the time of the rental. Was told by one rep. Antonette (unsure of spelling due to accent) there was no supervisor to speak with. After being hung up on, I called back and a rep. named Kath has escalated a call to the supervisor. I am not hopeful this will resolve any such issues. At this point, I wonder how many other people are experiencing their recklessness when it comes to their financial accounts.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 7, 2022/10/18) */
  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 weren't double charged. You are charged for your accessories when they ship out, you were charged $16.05 on 8/21/22 and $47.07 on 10/10/22 totaling $63.12 per your contract.
  
  Your first monthly payment was charged on 09/21/22 in the amount of $39.59.
  
  Our Customer Service Supervisor Devon will be contacting you to discuss your concerns. If you need any additional assistance, please feel free to contact us at 1-888-731-5396.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:10/12/2022

  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.

  On August 11, 2022, I placed an order online for a 1 month trial period for a percussion kit, their liability damage waiver, and a Sound Innovations Percussion Book. The order totaled $30.02 with tax. On August 23, my husband purchased a percussion kit off of Facebook Marketplace so we decided to cancel the rental order. I submitted a request to cancel the order via the Music & Arts 'Contact Us' page on their website. By September 5, no one from Music & Arts had contacted me about canceling the order. On September 8, I finally got a hold of the Educational Rep working with my sons school and he got the order to 'returned' status. On September 27, I asked the Rep about the status of my refund. He attempted to forward me to the Customer Accounts department, but they told him they could not help me. No one got back to me about who could help me. On October 3, I asked the Rep again who I should contact. On October 10, he told me I should reach out to Customer Service, which I had already done with no response. I want to be refunded for the $30.02. My Order Number is ***************
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 7, 2022/10/19) */
  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 your rental has been canceled. Your credit card ending **** was refunded $30.02 on 10/19/22. Please allow 3-5 business days for your bank to process the refund.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (2000, 9, 2022/10/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for the refund.