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 has 66 locations, listed below.

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• 

  Music & Arts

  7550 Teague Rd Ste 115 Hanover, MD 21076

  
• 

  Music and Arts Center

  3375 Route 1 Ste 150 Lawrence Township, NJ 08648-2414

• 

  Music and Arts Center

  742 W Route 70 Marlton, NJ 08053-1644

• 

  Ted Herbert's Music and Art Center

  18 March Ave Manchester, NH 03103-4012

• 

  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:10/10/2022

  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 got a voicemail stating it pertained to an account from music and arts. I called to let them know that my number was previously linked to a person that it was a wrong number for contact. I asked for them to remove it as a form of contact and they stated they would investigate and only then remove it. I asked if there was an alternative form of contact email, they said yes I asked them again to remove my number and to use the email to get ahold of the consumer. They refused again. Asked to speak with supervisor person stated no supervisor there. 888-731-5396 This is the number I called. I looked on bbb site said they filed bankruptcy under sect 11. Took screenshots of voicemail and the report of bankruptcy. Please I thought there were laws to protect and remove invalid information even with a outsourced call center? I just want my privacy information respected.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/14) */
  Dear **************,
  
  Your telephone number 1-************ has been removed from our system. We apologize for any frustration this may have caused.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:10/05/2022

  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 and paid in full for a cello rental that was never sent to the school. I have called repeatedly and continuously told I will hear back and never do.
  

  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 rental. On 10/05/22 you contact our Customer Service Department to cancel your rental. I can confirm you were refunded $255.24 to your credit card ending 7482 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 directly at 1-888-731-5396.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:10/05/2022

  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 have been renting a trumpet from Music & Arts for about 5 years. In November of 2021, the trumpet was sent for repair, with the rental charges continuing to the present time. The trumpet was lost in this process at some point, and for the last 2 months, I have been trying to get my rental cancelled, as we have not been in possession of the trumpet for going on a year. Every time I call, they tell me there is no record of me calling them, that I will get a call back, and never receive a call back. And they also tell me that they cannot cancel the rental because THEY don't know where the trumpet is. Yesterday (10/4/22) I got a bill in the mail with fees attached, which is strange because I have not changed my auto payment method with them. All I am asking is for the rental to be cancelled, as I don't feel like I should be paying for it when no one can seem to find it. I have reached out also via email, and was communicated with, until I inquired about getting the rental cancelled, and then no response. I have called the local store and never receive a return phone call. The school has also been trying to contact them, asking the rep, etc., does not receive a response either.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 7, 2022/10/14) */
  Dear ***************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. I can confirm your account is closed and your credit card ending **** was refunded $162.00 on 09/30/22.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:10/05/2022

  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.

  My sons FORMER school uses this business for their music department. He stopped playing his trumpet over a year ago. When I initially called the local office in Manchester NH to let them know of the change, the man who I spoke to on the phone told me that we were already done paying for his instrument and that we would be all set. Over a later when I called customer service to change my credit card information so I can continue to pay for my daughter's instrument, they told me I was done paying for her instrument almost a year ago but that I'm still paying for my son's instrument through 2024! I told him the situation and how I was told that I was all set and I was done paying for my sons trumpet and they told me that nobody in the stores should have been able to give me that information. I asked to speak with a supervisor, was told I cannot speak to a supervisor and after many tries I getting to speak to somebody above this person, I was given a case number and was told somebody would call me back in 3-5 days. I have since called back twice! I am now being told that there is no supervisor, that they will not call me back and that I continue to owe for the instrument until it is returned. Period. I feel like I have been scammed for over a year and apparently there's nobody in the call center above the people that pick up the phones. I'm basically being told there's nobody else I can talk to and I either turn the instrument or I keep paying for it, but all of my money, which is hundreds of dollars, are now absolutely gone because I cannot get past anybody in the call center. There's no other contact information because apparently the local stores have nothing to do with the business. I'm incredibly upset and I cannot believe that our district would actually do business with a company like this. Their customer service is nonexistent except if you need to pay money, but if there's a problem with their product, best of luck. HUNDREDS of dollars out the window!
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 7, 2022/10/14) */
  Dear *****************
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. I can confirm your rental is closed and your credit card ending **** was refunded $231.00 on 10/14/22. Please allow 3-5 business days for your bank to process the refund.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (3000, 9, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response. I will accept the apology but I am not accepting the dollar amount at this moment. I am working with somebody within the organization now who is helping me to get my money back. I do not know if that amount will be what you mentioned or if it's going to be different and I don't want this response to interfere with the person that I'm working with directly. Also, I was being told that it's going to take 4 to 6 weeks for me to see anything so I'm not sure how you can make it go faster. PLUS, That credit card no longer works which is a whole reason I had to contact your company in the first place. No one should have to contact the Better Business Bureau to get a response from the company. Your customer service department needs to be revamped entirely or you're going to have more complaints like this.
  
  
  Business Response /* (4000, 13, 2022/10/26) */
  Dear *****************
  
  I can confirm the refund has been processed in the amount of $231.00 to your credit card ending ****. If you didn't receive the funds, please contact your bank directly. According to our records this account is closed and there is no additional refund that will be processed.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (2000, 15, 2022/10/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/01/2022

  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.

  My son has been taking music lessons at Oakton, VA Music & Arts consistently for six years. His instructor was out of town in August for three weeks. Lessons are paid for a month ahead of time, so I was charged for three lessons that did not happen (and were not available). When I wasn't credited in September for the missed lessons, I inquired about a refund. I was told that they do not refund for lessons, but that they require we use the credits for "make-up" lessons. The instructor is only there 2 days/week, and I explained that our schedule will not allow for additional lessons. The guys at the store were very understanding, but said all they can do is put in a request with corporate; they explained that it is out of their control. The request was denied. I was charged for a service that was not available to me and I am being required by the company to take something different in its place. When I told the store that this was unacceptable and asked for corporate contact information, I was given the customer service number. M&A customer service told me that they are unable to assist with refunds, that I need to speak with the store. The store said all they could do is put in another request for a refund. So we keep going in circles. When I talked to customer service again, they told me they had marked something in the system and that the manager could push the refund through now. The manager at the Oakton location has not returned my calls - I have left multiple messages over the phone and in person for two weeks. I would like a refund for the three lessons credited to my original form of payment (credit card).
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Dear *************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your lesson account. I can confirm that your next bill date has been pushed back 3 weeks to accommodate for the lessons that teacher missed.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (2000, 7, 2022/10/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received a prompt phone call from M&A as soon as I filed this complaint. I am pleased to hear that they are changing the way they handle lessons that the teacher misses in the future to allow for the store to "credit" the lesson by pushing the billing date forward another week. I thank them for acknowledging that the current policy is not customer-oriented and taking steps to change it. I hope they will also evaluate the process by which customers can speak to someone to resolve an issue. My experience when calling customer service was not helpful and I had no other way to contact someone who could help. Too bad I had to file a complaint to reach someone.

• Initial Complaint

  Date:09/30/2022

  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 8/18/2022 I went back onto Music & Arts website to rent a clarinet for my 4th grade son. I made the first month payment and selected the option to have the instrument delivered to my sons school the first week of the new school year. Two weeks after school started my son had his first band lesson and the band director let me know the instrument was never received. I called Music and Arts who confirmed the instrument was delivered to a local store however she was not able to get in touch with the store. I tried as well and found the mailbox full so I was not able to leave a message. She advised to wait an additional day in case it was being delivered the next morning. It never was so I called and requested the rental agreement be cancelled and a refund since we never received the clarinet per their contract. She assured me it was and I'd get a refund. Today, 9/30, I received an invoice in the mail for 10/08 for another payment towards the instrument rental that should have been cancelled. I called and spoke with Beauty at 3:08pm who advised it was never cancelled. She said she cancelled it but advised she could not send any kind of confirmation then advised she didn't actually cancel and all she could do was email a different department called orders. I myself sent them 2 emails as well and never received a response. When I log onto the website it still shows the contract active and charges pending. This business is continuing to charge me and refusing to cancel a rental for an instrument we have never received. I am looking for this rental contract to be cancelled and to receive a refund for the first month I paid since we never had the instrument. I do not want to be held liable for charges or the cost of a clarinet we never received.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Dear **************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. I can confirm your rental has been canceled. Your credit ending 3257 will be refunded $10.88 on 10/06/2022. Please allow 3-5 business days for your bank to process the refund.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (2000, 7, 2022/10/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for confirming acknowledgement of cancellation and refund.

• Initial Complaint

  Date:09/30/2022

  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.

  We ordered a Baritone on July 24, 2022 for a 1 month trial period under Order # **************. The instrument was not in the store, so they ordered it.
  
  I called the store multiple times in August but the instrument did not arrive. As I understand it, the instrument arrived around September 2. In the intervening period between July 24 and September 2, many of the lessons at my son's school became booked and we were also charged $76.33 on August 26 despite not having the instrument yet.
  
  I tried calling the company several times in August but it is impossible to reach a live human being. I tried waiting on hold for 30 minutes. I then sent an email on September 7 to cancel my contract.
  
  Because I did not get the chance to have the instrument during the 1 month trial period starting on July 24, I asked that they refund the $76.33 that was charged. Despite this, I was charged $76.33 again on September 27.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 32, 2022/10/18) */
  Dear **************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. I can confirm your account is closed. Your credit card ending 4002 will be refunded $54.80 on 10/18/22. Please allow 3-5 business days for your bank to process the refund.
  
  You issued chargebacks for the 8/27/22 charge for $76.33 and the 9/27/22 charge for $76.33. Your bank will be refunding you those amounts once the disputes are settled.
  
  If you have any additional questions or concerns, please feel free to contact us directly at 1-888-731-5396.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (2000, 34, 2022/10/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/27/2022

  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 have informed the store that 2 payments were taken out of my banking account in August after they made changes to there payment system. They have not corrected the issue. They keep saying that payments were taken out at the wrong time. I have checking my banking statements and it shows that I am being charged for an extra week. April8,2022 I was charged $128 for 4 weeks.May 6,2022 $128 for 4 weeksJune 2,2022 $160 for 5 weeksJuly 9, 2022 $128 for 4 weeksAugust 6, 2022 $128 for 3 weeksAugust 28, 2022 $128 for 4 weeksMy issue is the August 6, 2022 payment of $128 for 3 weeks. Where is my 4th week of lessons? They are saying the payment was supposed to be taken out on August 1, 2022 then that would mean July 9,2022 - August 1, 2022 I would have paid $128 for 3 weeks instead of 4 weeks still. They owe me a week of lessons. I have stopped my lessons there done to them refusing to correct this issue. I no longer want the additional week of lessons that I was charged for, but a refund for the week that I was over charged. I would greatly appreciate your assistance with recovering these funds. The lessons may be under my daughter's name ( **************) my phone number is ************
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 7, 2022/10/06) */
  Dear **************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your lesson account. Someone from our Conroe TX location will be contacting you to discuss your account.
  
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:09/26/2022

  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.

  My 2 kids were enrolled for Guitar lessons at Music & Arts in Allen, TX. For Aug & Sep 2022, I paid for 8 lessons in total for each student. * 8/7 & 8/14: Classes held *8/21 & 8/28: No Class due to Instructor's health issues *9/4: Partial class(20 minutes each student as the instructor wasn't fully well yet) *9/11, 9/18, 9/25: Cancelled (Instructor tested Covid positive & as per the discussion with the Store Manager on Sep 7th)*
  After learning the instructor testing Covid positive & due to uncertainty when the next class was to be (& classes cancelled before also as above), I spoke to the Store Manager on Sep 7th that we want to discontinue meanwhile & requested refund for the classes that didn't take place yet. She agreed to cancel 5 classes that were still pending but already paid for. And we got the cancellation emails as well.
  
  On Sep 16th, as I didn't see any refund yet, I followed up. She responded that 3 of the lessons are being refunded & asked if my kids would take the last 2 lessons. I told her we wanted the refund for them as well. Since no response, I followed up again on Sep 23rd. She responded that Music & Arts won't be refunding the 2 remaining lessons & that the instructor has recovered now & asked us to schedule the remaining 2 lessons.
  
  I hope Music & Arts Corporate office will try to resolve the issue through this BBB complaint and provide refund. We wanted to discontinue because so many classes were getting cancelled (not due to students). The store manager already cancelled the remaining 5 classes for each student and agreed for refund on Sep 7th. Now I am very surprised that Music & Arts is asking us to take remaining classes saying the teacher has fully recovered. We already planned differently now based upon what was agreed with the store Manager on Sep 7th (expecting full refund for the classes that didn't take place).
  
  BTW, the instructor is very awesome and we plan to resume classes with him some other time in the near future.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 7, 2022/10/04) */
  Dear ************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your lesson accounts. I can confirm you were refunded an additional $74.00 on each lesson account on 9/29/22 to your credit card ending ****.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (2000, 9, 2022/10/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/24/2022

  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 ordered a drum kit for my son on 8/30 online. I was told it would arrive in 7-10 business days. After 9 business days I messaged the company on their website asking for tracking number for my order. I never recieved a response. 2 days later my account was credited with the money I was charged for the drum kit, with no email or phone call with an explanation as to why. Even though that is TERRIBLE customer service, i messaged them again on the site stating what had happened and waited for a response, i again recieved no response. I ordered from somewhere else instead. I never recieved the drum kit or heard a word from music & arts and still have not. On 9/23/2022 I was AGAIN charged for the drum kit. No email. No phone calls or messages from the company. My order status shows complete even though I never recieved any product. I have now had to file fraudulent charges against them with my debit card in order to be able to get my money back.
  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 7, 2022/10/04) */
  Dear ***********,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your order. The charge for your order was a pending charge and has not posted to your account. Our Customer Service Supervisor will be contacting you to discuss your concerns.
  
  Thank you for your time,
  
  Jessica N*****