We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Musical Instrument Rental

Music & Arts
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

Find a Location

Music & Arts has 66 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 324 total complaints in the last 3 years.
    • 80 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/14/2022

      Type:Billing Issues
      Status:
      Answered
      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 had a rental of an oboe that was being returned in June when our son stopped being in band. The payments normally were about $47 a month. We always paid on time and the final month I thought I updated my new bank account/payment method correctly, unbeknownst to me that the payment method accessible on the website does not connect to rental agreements. Then I received a bill collector's letter in the mail. So after almost a month of trying to call, use the online chat queue, and contact the local rental store to pay my last bill and return our oboe, I finally just got a hold of someone. Only to find out I owe another month's rental fee and a late fee, despite having attempted to pay the bill on time, and after I got the letter, and trying to return the oboe well before the actual the date we were able to return it.

      I work and have limited availability to wait for hours on ended to reach someone to find out information or pay a bill. The only other time customer service was actually reached before today was when asking the automated system to call me back, and hours later, someone returned my call while I was in the middle of a work meeting. I tried updating my payment info on the website in the meantime, unaware it does not link to the rental agreement until a few moments ago. I sat in online queues for literal hours with no contact. We tried several different methods of contact, for weeks on end, to reach Music and Arts to settle everything by the time school ended.

      I do not understand the lack of consideration for customers, especially those who made payments on time throughout the entire duration of their rental like we did, and then had zero support when trying to return the rental properly or pay the final bill.

      With Regard and Regret,
      ********************

      Business Response

      Date: 07/27/2022

      Business Response /* (1000, 5, 2022/07/19) */
      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 you were refunded $50.73 on July 14, 2022 to your credit card ending 5819. Please allow 3-5 business days for your bank to process the refund.

      If you have any additional questions or concerns please call 1-888-731-5396.

      Thank you for your time,

      Jessica N*****

    • Initial Complaint

      Date:07/13/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      B & B Music (now called Music & Arts) lost our daughter's violin!
      Our daughter's newly purchased violin - we took to the Camden store to tune and fix - which she purchased out of her own money - they actually lost her violin.

      Between the Camden store, Lewes store and MD - store no one knows where her violin is!!

      Unbelievable and we will never go to them again. We will now have to contact our legal representative for legal action against them. Shame on them. Instead we recommend Earle Teat music in Dover.

      THEY NEED TO REPLACE OR FIND HER VIOLIN, BOW, & AWESOME CASE IMMEDIATELY.

      Business Response

      Date: 07/27/2022

      Business Response /* (1000, 5, 2022/07/19) */
      Dear ***********,

      I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you maybe experiencing surrounding your instrument. I can confirm that your instrument has been located. Scott has been in contact with you and confirmed that the instrument will be shipped to your address.

      Again we apologize for any inconveniences this may have caused.

      Thank you for your time,

      Jessica N*****

    Music & Arts is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.