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

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

• 

  Music & Arts

  14577 Potomac Mills Rd Woodbridge, VA 22192-6808

• 

  Music & Arts Center

  12274 Rockville Pike Ste K Rockville, MD 20852-5600

• 

  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:08/15/2022

  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 daughter was signed up for piano and guitar lessons. In June the instructor missed a day. I was told a ticket was input 2 times for this. 7/16/22 I was told the Saturday classes won't be available from August as the teacher will only have weekday classes. I told the manager my daughter CANNOT do weekdays. He said he will try to get something figured out with the instructor and that he has time incase he needs to cancel the august payment. He never called me. 7/23 my daughter had class and she said the instructor mentioned about virtual classes. The manager was not available I left a message asking him to call. He never did so in 7/26 I went to the store. On 7/24 my card was charged 280 for both august classes. I asked him why when I told him she cannot do Saturday classes and he told me he would check with the teacher but never called me back. He said it's a new system and he didn't expect me to be charged as yet either. I told him she cannot do piano virtual. He input a ticket for the full piano for august plus the 70 for June. Once again he said he will call me to get the refunds resolved as soon as the system does what it needs to do. He told me I will receive a link for the guitar virtual lessons on Sunday evenings. He never called me. It is now 8/15 two weeks in august and no link, no guitar lessons and they have my money. I called the store today and once again the mgr is not in. I asked for the guitar lesson to be stopped immediately and I requested a full refund for August guitar lesson. I checked my credit card statement today and saw 105 was credited. This looks like it is a partial credit for the piano lesson. 1- as soon as I was told they couldn't do the Saturday classes I asked for them to stop and I was lied to and my money was taken. 2- I still have not received June refund. So the company owes me 70 refund for June missed lessons, 35 they kept for the piano August lesson, 140 for the august guitar lesson. The store location is hendersonville Tn.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 7, 2022/08/25) */
  Dear ****************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your lessons. I can confirm you were refunded on your credit card ending 2995 on 08/23/22. Please allow 3-5 business days for your bank to process the refunds.
  
  If you have any additional questions or concerns please contact the store directly.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (2000, 9, 2022/08/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thanks for refunding my money.

• Initial Complaint

  Date:08/12/2022

  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.

  Order Number *************** placed 01/19/21
  On 01/21/2021 I called into the corporate office and spoke to Karen explaining a Cello had been dropped off to my sons intermediate school in Sunbury Ohio. The delivery date given to me in my paperwork stated 08/23/22.
  Karen explained Matt ( whoever Matt is) had to go pick it up. I told Karen that had to do with Music and Arts and not me and to go pick it up.
  On 07/ 27/ 21 I called back in and spoke to Karen again. She explained Matt had not come and picked up the Cello from our conversation 6 months ago. I told her to refund my money and have the manager please contact me. Devyn the corporate manager has YET to call back!
  I was told by Karen she would not cancel my order into she had the Cello. I explained I was simply the customer and to refund my money. No call back and no cancel order.
  Called back and spoke to Erikya 1/27/21, Eve 1/27/21, Prince 8/1 /22 and today to Marla 8/12/21. I have wasted hours of my life on this nonsense! All these employees and not one could refund 118.17 and NO RETURN CALL from the manager Devyn!
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 7, 2022/08/23) */
  Dear ***************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your order. I can confirm your order has been canceled. You have been refunded $118.70 to your credit card ending 1331 on 08/13/22. Please allow 3-5 business days for your bank to process the refund.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:08/08/2022

  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.

  Rented a flute and placed an order with Music & Arts in July 2021. The order number for flute is **************. But as per the order, the flute will get shipped to school and never shipped to school address. Even though, we don't possess the flute, we are getting charged against our card from last 12 months. I called up customer service multiple times on this and never got a proper response. The total amount we need refund is $500. They always its in Account Process and will be refund in 2 weeks and never happens. Also, we have asked multiple times to hold off charging against the card and even that is not done .Along with it, the customer support is so arrogant that you possess the instrument and until you return you will be charged. Also, they blackmail us saying if I don't listen to them properly, they will disconnect the call. Need help in refund of amount from Music & Arts.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 7, 2022/08/17) */
  Dear **********,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing however I was unable to locate an account under your name. We will reach out to our customer to discuss.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:07/29/2022

  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 June 16, 2022 I ordered an item called a Reed Wizard from the online store at Music & Arts (order no. **************). This is a device for adjusting clarinet reeds. The price was $329.99 plus tax. Shipping was free. The item arrived on June 21. The invoice (attached) indicates that the item is new, but the condition of the case indicates that it is used or was a return (see the three attached pictures) and the device does not make any adjustment to reeds. I sent a message to Music & Arts through the website on or about June 22 saying I would like to return the item. On June 24 I received an email from Frances H**** at Music & Arts saying that I had to call customer service to request a return authorization. I did that the same day. I sent another message through the website on July 14 asking for a return authorization. As of today, July 28, I have not received the form.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 7, 2022/08/08) */
  Dear ***********,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your order. I can confirm you have been in contact with one of our Customer Service Supervisors and they sent you a return label and advised once we received the item back you will be refunded.
  
  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, 2022/08/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/28/2022

  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 signed my daughter up for drum lessons and after four lessons, the instructor, Eldon S****, was a no call/no show, and the staff there didnt have a contact number for him(nor was I ever given it), so my daughter and I had to stand there and wait, only to finally be told that he would not be making the lesson. The manager, John W*****, didnt call me the next day, and when I called him, he said it would be "no problem" making up the lesson- as if I wanted to continue there. He finally agreed to refund my payment, which never happened. To add insuilt to injury, despite Music and Arts confirming that all future lessons are cancelled, I got a notification today that I have a lesson tomorrow. Still waiting on my refund and am forced to dispute through ****.
  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 7, 2022/08/04) */
  Dear ************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your account. I can confirm you were refunded $168.00 on 07/29/22 to your credit card ending 7006. Please allow 3-5 business days for your bank to process the refund. I can also confirm your lessons have been canceled.
  
  Thank you for your time,
  
  Jessica N******

• Initial Complaint

  Date:07/25/2022

  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 kids both used instruments purchased on payment from Music and Arts. I first started doing business with Music and Arts in Fall 2015 when my son was in 4th grade and then again entered another contract with them for my daughter's saxophone in Fall '17. Payments were made on time every time I received a mailed bill. When we moved in December '19, our mail was forwarded for some time. When I received the next bill in January 2020, I called the company and informed them of our address change. Not keeping close track of when the saxophone would be paid off, when I was no longer receiving bills, I assumed I had finished the payments and thought nothing of it - not to mention the obvious chaos that would ensue with COVID just a couple of months later. Then earlier this year, I received a call from a collection agency, letting me know that my "case" had been transferred to them from Music and Arts, that they had reached out to me by mail, that I had not responded, and that I owed upward of $400 -- and that my debt was being reported to the credit agencies. He demanded I pay the amount, which I explained I thought was paid off. I gave him my new address and asked for something by mail, as I do not give out credit card information over the phone to strangers. I gave him my current address (Music and Arts never updated my address information and gave the collection agency the address I left two years prior). I never received that. Today (7/25/22), I received another call from the credit agency, this time very rude and disrespecting, demanding I pay the amount owed and questioning why I hadn't contacted Music and Arts if I was unsure. I indicated that I was waiting for the letter, which never arrived. He said it was sent -- to my old address, yet again. I again gave him my new address but now my credit has been damaged, I owe more than my original debt due to the time that has passed, and I have been threatened by an angry collection agent.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 7, 2022/08/02) */
  Dear ************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your rentals. Both of your rentals were sent to *** for assistance in collections. You paid your Alto Sax off with *** in May of 2021. Please contact them in reference to your Bell Kit at 1-888-********.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (3000, 9, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My situation was caused by the company not sending my invoices to the correct home address despite my calling and asking them to change it. They sent my case to a collection agency and it has been reported to the credit agencies - the business's response just directed me to the collection agency, but I'm asking for that to be rescinded and to be able to pay off the actual amount (without any interest that accrued as a result of Music and Arts not changing my address).
  
  
  Business Response /* (4000, 11, 2022/08/08) */
  Dear ************,
  
  Per your contract with or without a statement it is your responsibility to make your payment on time. I have read the notes on both of your accounts and we don't have record of your call providing us with an updated address in January 2020. Please contact ***** to make your payment.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:07/23/2022

  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 company keeps sending invoices for items not received and now are sending collections notices. In my opinion this is a predatory business, which is sad since it is linked to local schools for renting music products that they never ship to you.
  
  We asked for this item to be cancelled and have the money refunded and they sent another bill for the item again.
  

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 5, 2022/07/28) */
  Dear *************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations your maybe experiencing surrounding your order. Our Customer Service Supervisor Devon will be reaching out to you to discuss your concerns.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:07/19/2022

  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.

  While disputing a "collection" of a balance i felt not owed due to incompetence of their customer service, I in good faith authorized a 53.20$ payment out of my account last week in order to spare their third party collection threats. Calls are recorded so note - I was explicitly advised they do not / will not take reoccurring payments without my permission which was EXPLICITLY NOT GIVEN, and my card would be deleted. Only to wake up not even a week later to an additional 168$ missing from my account - of which "they don't know why it happened, their system authorized it at 358a on the 18th and usually their payments don't tender until the 26th" - I have since disputed this with them, as no "manager" ever gets back to me and now have had to dispute this charge with my bank, due to their inability to refund or resolve issues which poses as a major problem when running a customer service business.
  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 7, 2022/07/26) */
  Dear ***************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your rental. I can confirm your instrument has not been returned and per your contract #6 Music & Arts has authorization to charge any past due balance to your credit card. Please see attached.
  
  Please contact us at 1-888-731-5396 with any additional questions or concerns you might have.
  
  Than you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (3000, 9, 2022/07/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was in the middle of a dispute of this balance due to the incompetence of your staff I was not told I could not get a sticker to return my item due to my location of a store for 10 months. It took 10 months for one of your staff to tell me that's why I wasn't receiving one and I had to return to a store. All of our conversations are recorded. I specifically stated I agreed to pay 53$ but no more until the dispute was reviewed. I waited for a call from a manager and it never came, and then the money was just taken from my card
  
  
  Business Response /* (4000, 13, 2022/08/03) */
  Dear ***************,
  
  You will continue to be billed monthly until your instrument is returned to Music & Arts. As of 08/03/22 your instrument is not returned. There have been several UPS shipping labels emailed to you so that you can return the instrument to us. Please check your spam folder and follow the return instructions.
  
  If you do not have the instrument in your possession please notify Customer Service at 1-888-731-5396 so that they can provide you with additional steps in getting your instrument returned.
  
  Thank you for your time,
  
  Jessica N*****

• Initial Complaint

  Date:07/18/2022

  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 am writing to BBB because My right is being violated by this company and I have tried everything but they just keep mocking me because they think I don't know my right. I am helpless and need help. Renting from music and art is my deepest regret.I rented a defective instrument, I returned it 3x to their store. First attempt to return the instrument was 3 days after I rented it and that was the first time my son attempted to use the instrument in school and manager didn't accept it. He said he ordered the part and he will call me when he gets it.
  I Called the store, new manager asked me to bring the instrument, she took it, apologized that it was defective, gave me a receipt and sent something to customer service. She told me the account was closed and my balance is now zero. This was July 2021. It's been a year and my account is still with collections, I have been calling between the music and art store, customer service and the collection agency almost everyday for a year and there has not been a solution,all the agency keep doing is report this on my credit every single month. this is causing me a lot of medical problems. My credit is damaged the agency report it's very high impact. Anytime I call customer service, they refuse to help me and send me to collection agency, agency, mocks me and yell at me, they said there is nothing they can do and they are going to keep reporting this on my credit. They said they have sent several emails to music and art to verify if the account is close and music and art never responded . They asked me never to call them again. My blood pressure is over the roof, my heart keep racing from this, my migraines are getting worse. I don't owe anything and these guys are treating me like trash. This is a violation of my right. Please fix this. I can't get approved for anything and this is not right. No customer deserves this. I really need your help BBB.
  

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 5, 2022/07/22) */
  Dear ******************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your account. I can confirm you started your rental in Sept 2018. You notified our Customer Service Dept on 11/29/2019 that your instrument was broken and you were advised at that time you needed to call the store because CS doesn't handle repairs. You continued to make payments on your instrument until April 2020. The instrument was not defective.
  
  In January of 2021 we spoke to you and advised you of collections due to non payment. We offered you a settlement of 50% of your past due balance with the return of the instrument by January 29, 2021. You told us at that time you didn't care.
  
  You didn't return your instrument until August 31, 2021.The store Manager confirmed she did not tell you that you had a zero balance nor that your instrument was defective. Attached is a copy of the return receipt with the collection agencies telephone number that she advised you to call along with your signature. At this time you need to contact KIN at 1-888-281-1750 to satisfy the balance on your account.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (3000, 7, 2022/07/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Music and Arts
  The story you are giving is absolutely untrue. I reported the instruments broken exactly 3 days after I picked it up from the store. I returned it to the store 3 days after I received it. Please check your cameras. The store manager gene is hot ook the equipment from me in 2021 said she has sent several emails to customer service and there hasn't been any response so when did you speak to her? Back in 2020 your customer service called me about the equipment and threatened to sue me if I don't pay the full amount and I said I don't care if they sue me.
  Ok. The. I hen I rented the equipment in 2018, the total amount was $700 for the trumpet. You charged my card $40 a month or around that price for 2 years. You reported me to the collection agency in feb 2021 for the total balance of $599. I retired your equipment in august. New and untouched. Why is the agency still charging me for $598? How much credit did I get for returning the equipment as new as it is in the box which was never used? . I rented an am equipment from you, it was defective, never got to use it, you charged my card for 2018-2020 which is 2 years. You took the equipment back and still making pay for the full amount. Thy is stealing and this is not how to bully a customer for her money. . How much credit am I getting from returning the equipment to your company? The balance you sent to collections which was $599 in February 2021 is still the same after I return the equipment to your store in august 2021. How much credit am I getting, you can't take the equipment and still charge me for it. That is stealing
  
  
  Business Response /* (4000, 9, 2022/07/26) */
  Dear ******************,
  
  The collection agency has accepted a settlement amount of $484.00 from you on 7/25/22. Your account is closed.
  
  Thank you for your time,
  
  Jessica N*****
  
  
  Consumer Response /* (4200, 11, 2022/07/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Music and Art, you still haven't answered my question, yes I was forced to May $498 to the collection agency 2 days ago because they kept destroying my credit. The original amount you sent to them in February 2021 for the total payment of the trumpet was $599. Your customer service said it was $599 because I still have the trumpet. August 2021, I returned your trumpet as new as it was given to me in the box. But music and art still charged me for the full amount, my question is, how much credit did I get from returning the instrument????. You didn't take a penny off, this is stealing, the collection agency took $70 off and he said the $70 he took off was his fees. They clearly stated that music and art didn't give me any credit for the trumpet. Is this how you prey on your customers? This is stealing and taking advantage of people just to make money. This is illegal, you charged me twice the amount of the equipment which we never used and still took the equipment back and made me pay for the balance. This is not right and you need to fix it. BBB please look into this, you can allow a business to steal from customers and bully customers for money. I need the equipment back since I over paid for it and still returned it back or give me some credit. This is abuse of powers and stealing.

• Initial Complaint

  Date:07/18/2022

  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.

  The business said I received 8 of 9 items, however, I only received 3 out of 9 items. Their website says that only 3 of the items have shipped and that 6 of the 9 items are processing. The company suggested giving more time for items to ship. They said it arrived on June 21st. It is now July 18th. I've asked for a replacement. They said they would submit a request for a replacement but then did not provide me any feedback including that any replacement had been approved. I called again to ask about a replacement or a refund and they said it would need to go through the approval process so again she would ask for an approval to replace. I don't know how to actually get the items.
  

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 6, 2022/07/22) */
  Dear ***************,
  
  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your rental. I can confirm that you have been refunded for the items that you didn't receive. A refund in the amount of $112.55 was processed to your credit card ending 2868 on 07/20/22. 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*****