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 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:02/18/2025

  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.

  Approximately 9 months ago I purchased a **** ******** tenor sax mouth piece. it was too big so I wanted to return it. It took two months just to get an address that I could return it to and another month to get an ra number. I returned the piece and have been waiting for almost six months to receive a refund. I spoke to the same person at least six times. He was full of apologies but with no results. He never returned any of my calls . I always had to call him. The last time that I spoke to him he assured me that he was going to push this up to upper management. I have yet to hear from anybody. I've dealt with WW&B for years and never had a problem. Music and Arts still owes me 450.00. Your reviews are horrible and I can see why. It's been so long that I now can"t even find my order number but Im sure you have it all on file.Please make it right.

  Business Response

  Date: 02/19/2025

  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 were refunded $479.81 to your credit card ending **** on October 3, 2024. If you have any questions or concerns regarding your refund, please reach out to your bank.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 02/24/2025

  Complaint has been resolved. Thank you

• Initial Complaint

  Date:02/07/2025

  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 signed my boys up for lessons in the first week of Oct. 2024. The day I contracted I wanted to sign both boys up but was told I had to wait to sign up one of my boys because he needed to have his trial lesson first. I asked if I waited would there be space for lessons for both boys on the same day around the same time with the correct instructor and I was told yes. He signed up one child and not the other on Oct.1st. Oct.5th was the trial. went to sign up. I'm told by a different employee the instructor does not have any slots available and there is no one else that teaches the instruments we need. I advise what I had been previously informed. The employee tells me the only way to get the lessons with the correct instructor is to wait until next month for the first lesson and they will put us on Sat. I agree. We can go ahead and register to hold their spot and start in Nov. Nov. 2nd boys had their first music lesson. According to the terms and conditions provided by music and arts "After purchasing your first lessons package, your subsequesnt lesson tution will be billed 22 calendar days after your first lesson." Instead I was charged on 11/4 and 11/12 just 2 and 10 days after the first lesson. I brought this to the attenetion of the Manager as soon as I realized and he stated mistakes were made by employees and he would contact customer service to get me a refund and get the billing corrected. When the manager followed up he stated that they could not issue a refund and they would change the dates. I was ok with that because the boys would just use the lessons later and the billing dates would get cleared up and in sink going forward. That did not happen. The billing has cont. to be off every month. Now they took away the lessons from the first month for one of my boys saying that we only had 90 days to use them and they never told me that previously. They messed up the registration, billing, and everything. Yet won't refund my money or render services paid for.

  Business Response

  Date: 02/19/2025

  Dear ******* *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your lesson account. You have been refunded for all remaining lessons in the amount of $117.00. The store Manager has attempted to reach you to discuss, please reach out to him when you have some free time.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 02/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: While the local store finally gave a partial refund after many request for a refund starting on 11/9/2024. I am due a full refund. The partila refund issed after I filed this complaint does not absolve you from owing a legimate full reson for both students. You refunded 3 sessions. I was over charged in November for 4 sessions for each child. You all took the sessions off one childs account after saying I would be able to use them but you could not provide a refund initially. Why you chose to only refund for 3 session on the other account is unknown. The "manager" in the store had fixed this correctly when I first spoke to him on 11/9/2024 this would not still be going on. Based on the terms and conditions I was over charged and due a refund. Now to not get the seeions or the refund is theft. I talked to someone in that store and on the phone every week until this point. I have been lied to and stolen from and my boys don't get to continue their lessons. Nico and Nate both admitted that I was done wrong by the employees in store and the policy terms and agreement were not followed. Knowing that I should be given my full refund from day one and even more so now. You can not take someones money and never provide the promised service.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 02/25/2025

  Dear ******* *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your lesson accounts. After reviewing your accounts, you were refunded $312.00 on February 21, 2025, to your credit card ending ****. Please allow 3-5 business days for your bank to process the refund. Both accounts are closed with a zero balance.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:02/07/2025

  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.

  Ordered clarinet reeds that weren't delivered. 40.11 charged on 1/16/2025. Today is 2/6/2025.
  I have tried to contact music and arts by phone two times. Was on hold more than an hour each time. No one answers. Emailed more than 24 hours ago. No response. Wish to receive product or refund and communication with company how this will be resolved. Thank you.

  Business Response

  Date: 02/11/2025

  Dear ******** *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustration you may have experience surrounding your order. I can confirm your order was delivered on January 21, 2025. Per UPS they met customer at the door with the item at 7:26pm, tracking number ******************. 

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:01/31/2025

  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.

  Music and Arts sold me an insurance policy to repair an instrument they sold us "used". This cello was also damaged but I was assured it could be repaired. Once sent off and not receiving calls for the situation, I returned to the store to inquire. I was told it could not be repaired, they refunded the insurance policy, however we were still left with an expense to replace my sons cello. We moved to a different company for his new one. My other child rents a trombone from here still. I have auto payments set up and have never missed a payment. In December, my card was compromised. I needed to change the payment once the new one arrived. I went in store and they said they could not process a new card/change or take payments. They said I would need to do this online. The store created my account for me years ago, however so I did not have access to adjust anything online. I followed all steps to include change/create etc. I was told the website was not done being built and it was not possible. So the store would not take my payment or amend the card, and now the site which they require you to adjust your payment on is incomplete? Make this make sense. As a consumer and long time customer to this store, imagine my shock when I received a COLLECTION notice this week! For $64 after being robbed and misled for 1,000s! I will be finding a new company and expect a refund for the damaged instrument.

  Business Response

  Date: 02/13/2025

  Dear *** ********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you have be experiencing surrounding your rentals. As a courtesy we have credited the $20.00 in fees to your Trombone account. The IMA on your cello rental was canceled and refunded to you via a refund check ****** int he amount for $206.90. Please contact our customer service department at 1-888-731-**** for further assistance.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 02/14/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** ********

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a rental saxophone to Music & Arts on July 13, 2024. Customer account # *******, Rental order: RO-**********, Return order ID: ***********. Since that time, the company has continued to charge my credit card monthly ($20.56 per month, charged in Aug, Sept, Oct, Nov and Dec of 2024). I have called numerous times to resolve, but have been unable to reach customer service as the line disconnects after an hour or more on hold. I have also attempted to resolve by contacting by email per their website, but have received no response.

  Business Response

  Date: 01/23/2025

  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 the charges of $20.56 you saw in Aug-Dec were pending charges. These charges did not post therefore weren't deducted from your account. We corrected the issue so that you are no longer receiving these pending charges. We also refunded you $61.70 for your July charge on January 14, 2025, to your credit card ending ****.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 01/24/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:01/13/2025

  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 accidentally noticed that my ***** credit card has been charged by music and arts every month since june of 2016 for some purported musical equipment rental for about $2503.86. I tried calling them thinking that this was a one time issue, after multiple calls, i got someone who didn't want to answer my questions. My credit card company *****, refunded about 18 months and changed my card. i have many cards for my business and was not good at cross-checking my credit cards before now, a mistake i have corrected.
  My card company said that they will investigate but it has been over 6 weeks . The music and art are sending me bills and emails asking for a credit card for them to continue to fraudulently charging me as before.

  Business Response

  Date: 02/18/2025

  Dear ******** ****

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. As of February 17, 2025, your rental has been closed, and you were refunded $43.44 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:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,
  I hope this message finds you well. I am writing to formally lodge a complaint against Music & Arts store regarding the rental of a String bass.
  I had rented a String bass for my son, but it was neither delivered on time nor to the correct address, causing a significant loss of time and missed practice lessons. This delay has affected my son's progress and practice schedule.
  Furthermore, despite multiple attempts to resolve the issue directly with Music & Arts, the business has not processed the refund of $310 for this mistake on my credit card. This has resulted in an additional financial inconvenience.
  I kindly request your assistance in addressing this matter and ensuring that the refund is promptly processed. Your help in resolving this issue would be greatly appreciated.
  Thank you for your attention to this matter.
  
  Regards,
  ********

  Business Response

  Date: 01/22/2025

  Dear ******** *****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. According to our records the string bass (serial num *****) was delivered to the school. Once you have returned the instrument to Music & Arts we can review for a possible refund. Please contact our customer service department at 1-888-731-5396 once you have located the instrument.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 01/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The renal equipment wasnt delivered to my sons school ( ***** ******* ****** ******* ********* **) . Instead what was informed to me by your customer service was that it was delivered to some school in Maryland which was a mistake on your logistics part. I have been trying to follow up since months to take this matter on yourself and refund me as I have already rented from your the equipment as a separate order and picked it up this time from the store itself. Its just that this old order is been pending and I am wasting endless time following up to get my refund and each time there is long period of wait time over the phone and different rep tell me different things and never follow up.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 01/30/2025

  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 today January 30, 2025, in the amount of $335.96 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:01/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a few items from this company via their website. After receiving the goods, the tubes were damaged. I decided to just let it go. Well, I just received a collection call from them over the phone for one penny. Yes, exactly one penny was somehow not paid? Since I did the transaction via their website & I paid in full with my cc, I can not imagine why the one penny did not get paid. There was either an error with their website or they are using some type of shady collections practice to dupe customers into thinking they owe them money. I had tried to get this resolved; however, I am still getting collection calls from them. The number they call from is 833-********.
  I now would like for them to replace the damaged amp tubes. But turned it around on me saying I was talking too loud to them on the phone.

  Business Response

  Date: 01/23/2025

  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 a replacement has been requested for you and you should receive by February 5, 2025. 

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:01/03/2025

  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.

  On the Massachusetts Tax Free day (8/11), I purchased a clarinet book ($8.19) and rent a clarinet. The clarinet book was written as ‘additional accessories’ on the lease agreement and I signed on the lease agreement to rent a clarinet on that day. I knew the initial payment is $42.82 but they would charge $38.63(rent fee $26 + LDW fee $11+ tax $1.63) monthly to me after 3-month initial periods. Also, I purchased a starter pack for clarinet ($37.99) on the same date (8/11).
  Because I purchased the clarinet book and starter pack on the tax-free day (8/11), I didn’t pay sales taxes (respectively, $0.51 & $2.37) as my lease agreement and receipt show.
  However, when they charged the 1st monthly rent payment to me, they added the sales tax ($ 0.51) to the monthly payment and charged it to me on December 3rd; they had to charge $38.63 to me but they charged $39.14 to me.
  Also, they charged the sales tax of the starter pack ($2.37) to me on December 11th.
  
  I purchased the book and starter pack on tax free day, so I don’t have responsibility to pay the sales tax to you. To request them to refund, I called 4 times since December 10th.
  I talked with their representatives, ‘Justin’ (12/10), ‘Yolanda’ (12/13), ‘Sami’ (12/17), ‘unknown man’ (12/20) to discuss this issue. They said they would apply the amount ($0.51) to the next monthly payment, or they will issue the refund ($2.37) so that I can check the refund is processed in a week.
  I waited the refund will be processed for over 1 week (10 days), but nothing was changed in my account. I called them again on Dec. 20 and after 2 hours wait, I could reach out to one of their representatives (‘unknown man’). However, he hanged up the phone during I was talking with this issue.
  
  I hope they issue both refunds ($0.51 and $2.37) to my account as soon as possible. I don’t want them to apply my refund to the next month payment and I don’t trust your repeated lies any more.

  Business Response

  Date: 01/14/2025

  Dear ***** ***,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your purchases. I can confirm you have been refunded $0.51 and $2.37 via a chargeback on 01/09/25 to your credit card ending ****. If you have any additional questions or concerns, please feel free to contact customer service at 1-888-731-5396.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:12/20/2024

  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.

  Last year my son joined the band at his middle school. He chose trumpet and we were set up with this company. Everything was fine until he switched schools. We turned his instrument in and figured that was that. Instead this company continued to charge us until we stopped payment on the card. Then they sent us to collections for $200. They have their instrument! We owe them nothing.

  Business Response

  Date: 01/02/2025

  Dear ******* *****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. Per your contract #9: DO NOT LEAVE THE INSTRUMENT AT SCHOOL WITHOUT PROPER ADVANCE AUTHORIZATION FROM US. As of today, January 2, 2025, Music & Arts doesn't have your instrument in our possession. Please contact the school where you left your instrument, once you have located the instrument, please reach out to us at 1-888-731-5396 to get an RMA.

  Thank you for your time,

  Jessica N*****