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:12/17/2024

  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.

  Compliant involves rent to own xylophone kit for percussionist. My original contract was $1000, to be paid monthly. During the term of payments the instrument is covered by the protection program and eligible for repairs or replacements. The xylophone was bought in for repair due to strings being broken. The store did not have ability to repair so they gave me replacement which it was not disclosed to me was $250 more expensive than original rental. They claimed they did not have same model. They DIDI NOT tell me the replacement would extend the payment plan and in turn cost me $250 MORE DOLLARS. I have not been able to get a resolution to this via management. I would like to exchange for originally costing kit and get my money back or just get my money back since they were not up front about the new terms they set up without my consent.

  Business Response

  Date: 12/18/2024

  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 you have a more expensive instrument therefore your contract terms were extended. You may go back to your local store and exchange your current instrument for one that is equal in value to your first instrument, and we can refund any over payments. If you decide to keep the more expensive instrument, your account will be closed with a zero balance.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 12/18/2024

  
  
  
  I am rejecting this response because: the terms were not clearly understood to me. I would be happy to return the item to the store and get the previous contracted item. I will need to be made aware when that item is again store and when I can return and receive the exchanged item. I will at that time expect to have refund amount paid in full to me in cash. 
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:12/09/2024

  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.

  Music Lessons cancelled by due to teacher no longer being available during the lesson day. On 11/7 I was refunded the over payment for the cancelled lessons. On 11/15 I was billed $148 and immediately sent a collections notice from a debt collector. No new lessons have taken place.
  Called customer service to have the charge removed, after being transferred to 3 different people no one could explain what the charge was or remove it. Would like the erroneous charge removed and the collections complaint discharged. Thank you.

  Business Response

  Date: 12/16/2024

  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 you were refunded from us on Nov 7, 2024, in the amount of $222.00 to your credit card ending **** and your account was closed. On Nov 15, 2024, you were refunded via a chargeback in the amount of $148.00, since you were previously refunded this created a balance due on your account. Please contact us directly at 1-800-676-7760 to make your payment and close your account.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 12/22/2024

  Do not see any chargeback or credit to support the business claim against me on my credit card statement, but I paid the bill to make it go away.  Absolutely horrible customer service and experience from this company, to send a surprise bill and collections notice immediately without a chance to respond to the invoice is wrong.  Will never, ever do business with again.

• Initial Complaint

  Date:12/05/2024

  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.

  My daughter (****** *********'s) cello rental was returned to Music & Arts in Riverhead, NY on June 18, 2024, however the monthly billing, $48.88 continued post-rental return, now totally 6 erroneous charges. I did not notice this until the November installment, when I reached out to the Riverhead Music & Arts Manager, Matthew T******, email: ************@musicarts.com beginning on November 4th. On November 5th, I received the following email correspondence from Mr. T******: Hello again, Mrs.*********,
  Your refund is in the works. I'm unable to process this refund over the phone and\or in-store.
  My rental department is already working on this.
  I'll update you as soon as they tell me the refund the dates listed is complete.
  7/3/24
  8/3/24
  9/3/24
  10/3/24
  11/3/24
  Right now. I don't have anything for ya.
  My apologies for the wait.
  Matthew S T****** - Manager
  Music & Arts Riverhead - 7345
  | 30 West Main St. | Riverhead, NY 11901
  P: (631)-*******7 | E: ************@musicarts.com *************** I have followed up 7 times with Mr. T******, and even removed my payment method from the Music and Arts platform, however another charge processed on November 18, 2024 after removing my payment method. I am seeking a full refund of the charges post-June 2024 return, totaling: $293.28.
  Mr. T******'s most recent email to me, on 12/3/24: "You may have better luck if they hear it directly from you.
  This would be the number to call 1-888-731-5396.
  Here is some info they would need to look into it:
  Prompt Entry
  DAX Account #*******,
  Customer Name ******* *********
  Returned Serial #: ********
  If they want to phone me into the call too when you get a hold of an agent, feel free to have them add me to call
  631-******* is the number to give them."
  Upon receipt of this email, I called the number Matt T****** provided, and stayed on hold for over an hour twice, with no one actually ever answering the call.

  Business Response

  Date: 12/13/2024

  Dear ******* *********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustration you may be experiencing surrounding your rental. I can confirm you were refunded an additional $195.52 to your credit card ending **** on December 10, 2024. Please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:12/05/2024

  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.

  I have been renting a bell kit for a little over a year now for my son. We had decided to rent because it was new to him and we weren't sure if he was going to stick with it. I specifically remember thinking I couldn't afford $300+ to purchase the instrument for him if it wasn't something he was going to stick with. Now that we've been renting over a year and it seems he is enjoying this, we've decided to discontinue renting and would like to purchase an instrument. I looked into returning it and found out we have been acquiring a credit on our account that we could use towards the purchase of an instrument, great! However, when I called they told me we could only purchase an instrument of equal or greater value if we planned to use the equity on our account. I thought that's fine, because we have a $339 equity on our account and remembered the cost of the instrument being approximately $350. I called and they told me when we purchased the bell kit it was valued at $580, THAT IS A COMPLETE LIE. And of course they don't include anything in the contract about what the instrument costs so it's your word against theirs. I remember for a fact the kit was only in the $300's when we decided to rent it. As a family of 6 we couldn't afford it, and still can't. They hike up the prices of these instruments so you get completely ripped off in the end. I absolutely do not recommend this store to anybody. DO NOT RENT FROM THEM. I also want this rectified immediately.. I've already paid way more in rent than the instrument is worth and now you're trying to pull a fast one on me.

  Business Response

  Date: 12/06/2024

  Dear ****** ********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. A member of our customer service team will be reaching out to you to go over your exchange options. 

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:11/25/2024

  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 purchase 4 classes after a free class for 130 plus 32 fee a total of 162 payed before the four classes were taken, got reschedule twice because they had no instrument to teach. Then they put me on a subscription of which I was not informed and an auto-payment plan which I did not authorized. I contacted the local store DION, OR TION say that he gave me credit for OCTOBER 2024 and cancel to make sure I was not going to get charged on December, however, I was charged for October and November, called the local store was told that corporate was taking a while to issue the refund but everything was corrected. 11/24/2024 i received a bill for 264.00. I called corporate prior to these a rude woman with a British accent told me to call the local store. I did, he said he took care of it. I want music and arts to stop trying to collect from me for a service they did not provided and a subscription I did not signed up for and they did not informed me they had put me on. I been calling corporate and the local store. I also submitted a dispute of the payments thru my bank which was reversed and now corporate MUSIC & ART is trying to collect from me again but they do not listen to me when I call, that they put me on a subscription I did not requested and out pay on my credit card that I did not authorized.

  Business Response

  Date: 12/06/2024

  Dear ****** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your lessons. All customers receive a copy of the terms and conditions at the time of sign up. You were advised at the time you signed up for lessons that you would need to rent a bass for your lessons. Your lessons were canceled on October 31, 2024. You received a bill because you had issued chargebacks, the chargebacks have been resolved and the bank decided in our favor. Your account is currently closed with a zero balance. No additional refund is due.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 12/09/2024

  
  
  Complaint: ********

   

  The business answer is incorrect. I was put on a subscription without my knowledge and auto pay without my knowledge and consent after paying for four classes.  I purchase a base, how do they provide classes without an instrument is ridiculous, that was not disputed, but was brought up on their response.

    The local store resolved the payment discrepancy, but music and arts months.  To include sending me to collections.  Took several moth to fixed resulting in charges of 264 to my credit card that was latter restored by the bank.   They  wanted me to pay for services not provided.  

  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 12/18/2024

  Dear ****** ******,

  I am writing in response to your concerns regarding Music & Arts. Per the store Manager you were due back a refund for 4 lessons totaling $132.00. A refund was processed in the amount of $132.00 on December 17, 2024, to your credit card ending ****. Please allow your bank 3-5 business days to process the refund.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 12/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  they were supposed to refund 8 classes not 4.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 12/19/2024

  Dear ****** ******,

  Again, I apologize for any frustrations you may be experiencing however you were only due a refund of $132.00, and this refund was processed. You continued to take lesson up until October 19, 2024, therefore there is no additional refund due.

  Thank you for your time, 

  Jessica N*****

• Initial Complaint

  Date:11/25/2024

  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.

  We signed up for guitar lessons at Music & Arts in Tigard, Oregon in June 2024. The actual lessons with our instructor were fine. The company had to cancel a few lessons which was OK but we kept getting charged on four-week intervals regardless of holidays or cancellations. I tried to pause or refund the charges but the call center told me to talk to the store and the store said there was nothing they could do.
  
  Then our instructor started cancelling or no-showing more frequently. The charges kept coming every four weeks no matter what I said or did. The store manager then quit. We have now taken 9 lessons but paid for 20. The instructor has no-showed the last two lessons with no explanation. The subscription has been terminated (I'm told) but we are owed a refund for the 11 lessons we have not received. No one can help. The store sends emails to HQ but HQ does not respond.
  
  I am out of patience. We just wanted guitar lessons for our daughter and are hoping this complaint resolves the issue before we need to take further action.
  
  Monthly charges are $116 so we are owed $319.

  Business Response

  Date: 12/11/2024

  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 on December 10, 2024, you were refunded $319.00 to your credit card ending 1008. Please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:11/20/2024

  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.

  I was renting an instrument from Music and Arts. In September 2024, I returned it to one of its affiliate stores, **** ** ****, in Northbrook, IL. I was still charged a rental fee after returning it in October. I called Music and Arts and they claimed they did not have the instrument back. They said they would contact the **** ** **** store and get back to me. No one ever did. I decided to remove my payment method from their website in October and risk not getting the $28 rental fee back.
  
  Despite removing my payment method, I received a charge of another $28 on my credit card on November 18, 2024. Now, I have paid for two months after returning the instrument and seem to have no ability to stop them from charging me.
  
  I would like a refund of $56, and I would like to be no longer charged.
  
  I also have an issue with the fact that my online account shows no record of my rental history, and I have no way of seeing it.

  Business Response

  Date: 11/25/2024

  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 that your account is closed, and you have been refunded $56.00 to your credit card ending **** on November 21, 2024. Please allow 3-5 business days for your bank to process the refund. 

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:11/19/2024

  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.

  Music arts rental of trombone for my daughter for school August 20 2024 $42.07 money been taking out of my account sporadic dates a month and I cancel and return instruments as of Nov 7th and they still have not picked it up from school and tonight 18th Nov withdraw from acct again $42.07 when they spoke with me on 7th they stated no money will be withdrawn. They have a billing problem per representative call tonight 11/18 .

  Business Response

  Date: 11/22/2024

  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 charged one time in the amount of $70.60 on August 30, 2024. Your rental account is closed with a zero balance.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:11/19/2024

  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’ve been having multiple issues with my flute rental payments! I’ve been charged late fees every month for the payments that were supposed to be made automatically from my credit card. Every time I called costumer service they were not able to tell me why… I decided to pay off the instrument so I don’t have to deal with this nonsense every month and called them, gave them the card info to pay it off, the lady congratulated me with paying off my balance and ….. tada! Later on I found out that she just charged me another monthly payment and didn’t charge for the pay off!!!! It’s a never ending story with this place! Rude, incompetent costumer service!

  Business Response

  Date: 11/22/2024

  Dear ***** *******

  I am writing you in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. I can confirm as of Nov 22, 2024, your account is paid in full and closed with a zero-balance pending any chargebacks. 

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 11/25/2024

  
  
  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:11/18/2024

  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.

  I rented an instrument and the contract outlines two paths to ownership: paying through the full forty (40) month term and early payoff, $50 per month with $10 paid to begin and $30 to end. The contract poorly details discounts for early payoff with a discriminator at eighteen (18) months. I have called three times discussing payoff amounts and was told by the representatives that I would receive a call from a manager within 48 hours because of my disagreement with the quoted Purchase Price. I called on 5 November, 7 November, and 12 November 2024. Today is 16 November 2024. I have not been phoned by a manager, and an additional monthly installment has been taken which I did not intend because I wanted to payoff the contract.
  The company is not acting in good faith by ignoring the representatives' notes for a manager to discuss the contract because the text of the contract disagrees with "how we do it," as stated by the first customer service representative. By the text of the contract, my purchase price is derived from the Total Cost of Rental ($2040), less "100% of the rental payments" ($50). Payoff within the first eighteen (18) months garners "an additional 30% discount" and "an additional 10% discount off of the Purchase Price" after eighteen (18) months. There is not text within the paragraph eliminating the 30% discount after 18 months, and the text of "an additional" ties the second sentence to the first.
  The company quoted a payoff, before the latest installment of $50, of $759.92, which is about $702 with 8.3% sales tax applied. By the text of the contract, with "an additional 30% discount" and "an additional 10% discount," before the latest installment, I should have a purchase price of $491.40 totaling $532.19 with sales tax. Before the latest $50 installment, I had paid $1260 within the $2040 Total Cost of Rental. $2040-$1260=$780. $780-30%=$546. $546-10%=$491. $491+8.3%=$532.
  The company is refusing to engage to resolve this discrepancy.

  Business Response

  Date: 11/18/2024

  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: During the first 18 months, if you are current, you will receive an additional 30% discount off of the Purchase Price. After 18 months, if you are current, you will receive an additional 10% discount off of the Purchase Price. Since you are past the 18 months you will only receive a 10% discount. Please call us directly at 1-800********* to take advantage of this offer.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 11/22/2024

  
  
  Complaint: ********
  
  
  I am rejecting this response because:
  

  The reply by the company is not in accordance with the text of the contract. The contract does not state that the 30% discount is not applicable after 18 months and the sentences are tied together by stating "an additional 10% discount off of the purchase price."

  I phoned again 22 Nov to the new number provided and was not connected to a manager.

  
  
  Sincerely,
  
  
  
  ******* ********

  Customer Answer

  Date: 12/01/2024

  The company continues to avoid discussion of this matter. 

  I telephoned on 22 November at 1132 and was sent to a dead line. I phoned again at 1345 and was transferred to customer service to wait in a queue. At 1417 the customer service called from the queue, and I was promised a call from a manager able to discuss the issue within 48 hours.

  Today is 2 December. I have called and been promised a return call from a manager on 5 November, 7 November, 12 November, and 2 November and received no calls. The technician on 22 November had notes that I am disputing the amount claimed by the company, so the only conclusion I can make is the company is deliberately avoiding contact and acting in bad faith. 

  Business Response

  Date: 12/02/2024

  Dear ******* ********,

  Again, I apologize for any frustrations you may be experiencing surrounding your rental. We are following the terms of your contract and since you are past the first 18 months you can only receive a 10% discount. I have forwarded your concerns to our customer service Supervisor, and she will be calling you to discuss.

  Thank you for your time,

  Jessica N*****