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:11/13/2024

  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 rented a flute for my son in the summer of 2022 for his fourth grade band. I paid in full for the years Rental and in the summer of 2023. I tried to return the flute back to the ******** ***** ****** on Snyder Road in the town of Lockport Only to Discover that they did not seem to be in business anymore I called. I tried to contact them through ********. I left many messages subsequently, I returned the flute to their mailbox there figuring somebody would be at least checking the mail. I was never charged again for the rental then approximately two months ago, I was contacted by Music in arts center based in Frederick, Maryland, asking for payment information. I informed them that I no longer had the flute and had turned it in quite some time ago. The lady I spoke to told me that they had spoken to quite a few people from our area concerning , the same thing I told her exactly what happened. She told me not to worry about it today I received a letter in the mail stating that it had been determined that the loss of my instrument is not covered and I would be liable for loss or damage caused by unexplained disappearance , I have never heard of this business until they contacted me and as previously stated, returned the flute to the business that I rented it from I called and spoke to customer service there they told me that there was no further supervisor to speak to, and that they had made their decision and would keep billing me until I paid them I believe this is totally unfair. I returned the merchandise. I haven’t been charged in over a year and a half for any rental and now a business I’ve never heard of is trying to get me to pay them money.

  Business Response

  Date: 11/14/2024

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

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. You rented your instrument through Music & Arts in August 2022. You have been making your monthly rental payments to us directly since June 2023. Per number seven on the back of your contract The LDW does not cover mysterious disappearance however we are willing to offer you a settlement to close your account. You could have contacted Music & Arts at any time, and we would have provided you with the proper return instructions. A copy of your contract, payment history and settlement letter are attached for your review. If you have any questions regarding this information, please feel free to contact Customer Service at 1-888-731-5396.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:11/04/2024

  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.

  Music and Arts has continually taken money from my bank account without authorization. I was receiving paper bills and paying by check monthly. This month I wrote my debt card information for THIS month’s payment on the return statement. They processed that and then 3 days later took out an additional $43 with no authorization. When I called for an explanation they said it was for this month’s payment and that it’s in my contract that payments are “easy pay” monthly. That’s absolutely false! They obtained my debt card information and stole from me! I never authorized for them to continue taking money using this card.
  And then several months ago when I had a different card they took over $200 from me with no explanation. When I called they couldn’t even figure out why I was overcharged so much! They did refund $90 of that issue but with the current issue whoever I spoke with flat out refused to try and help or let me speak to someone else. When confronted on me paying by check the other times so auto pay was not set up, she wouldn’t respond.
  This company is an absolute fraud! Now I have to change my debt card number so they don’t continue to steal from me!

  Business Response

  Date: 11/14/2024

  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 to receive an instrument, you must authorize Music & Arts to charge the monthly rental payments to a major credit card. You authorize us to charge any active card on file for any past due payments. A copy of your contract is attached for your review, please take the time to review Steps 2 and 5 on the front of your contract and number eleven on the back as they outline why your credit card was charged.

  Thank you for your time,

  Jessica N*****
  

• Initial Complaint

  Date:10/31/2024

  Type:Order 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 October 1st, I called Music and Arts to make a payment for $55.77. This was supposed to be a one-time payment. I found this morning this was a recurring payment, and I was charged. Luckily, I had my card locked because I didn't authorize this payment. I would like for Music and Arts to turn off recurring payments on my card ending in ****, and I would like to be able to pay my account online. I'm sick of dealing with an incompetent customer service representative. It's very frustrating. Please give a direct line to where I can call in to make my payments with a supervisor instead of representative.

  Business Response

  Date: 11/05/2024

  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 step 2 SECURITY AGREEMENT. To receive an instrument, you must authorize Music & Arts to charge the monthly rental payments to a major credit card (our EZPAY system). If you do not wish to have your credit card charged you can call us at 1-888-731-5396 to make your payment prior to your due date. If your payment isn't received before your due date, you will be charged via our EZPAY system.

  Thank you for your time,

  Jessica N*****
  

  Customer Answer

  Date: 11/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I called Music and Arts on October 31, 2024 and spoke with someone and they stated the same thing and would not turn my card off. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:10/28/2024

  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.

  THEFT***
  I contacted Music and Arts of Bowie MD on October 4th via email to the manager Veronica to inform her that I needed move my daughter's lessons back due to homecoming season performances. I got no response. I called to confirm the lessons would be moved backed and rescheduled on Oct 18th. I spoke to Veronica on the phone and was told that the lessons would be cancelled and rescheduled for the following 3 Saturdays. On the 21st I noticed a charge on my account for 148.00 from Music and Arts. An unauthorized charge on my account from Music and Arts. I didn't ask for additional lessons I already paid for my lessons in September (for a different amount) and have the receipt for it. I have been promised a refund for money TAKEN from me and have not received my money back or proof of a processed refund, as requested via telephone today. I asked for a receipt as proof of refund via email, nothing received. I find it hard to believe that it takes 5 to 10 business days to correct this error sole on their part. I also request to cancel any further charges for lessons and a receipt for that. I have not received that either. It better be cancelled, nothing Veronica B******** has said was going to happen uas proven to have happened. I need my refund ASAP and written confirmation of the cancellation of any further billing as of today 10-24-24

  Business Response

  Date: 11/05/2024

  Dear ******* *********

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your account. I can confirm you were refunded $148.00 on October 28, 2024, 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:10/21/2024

  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.

  Merchant: Music&Arts.com, Music & Arts, 5295 Westview Dr. STE 300, Frederick MD 21703-8519.
  Purchase: #******* - Gold lacquer spray paint for musical instruments.
  Orig. Trans. Date: 08/16/2024.
  Post DT (Visa): 08/21/2024.
  Trans. Amt: $43.49.
  Dispute Amt.: $43.49.
  Breakdown: $39.99 + NY Tx ($3.50) = $43.49 (no shipping fee).
  Date product rcvd: 08/22/24.
  Shpng trckig No.: UPS ****************** (for purchase).
  Date merchandise returned w/ RMA #: 08/29/24.
  Method of Pmt: Charge Card (Visa).
  Was Attempt made to resolve dispute: yes.
  How was attempt made to resolve dispute:
  On 08/26/24, thru phone call to business customer service 888.731.5396 - CSR issued an RMA number and address to return product within the allowed time frame for returns. Also, thru my bank Visa credit card dispute process, after some time passed and not being issued a credit for the return, my bank agreed with merchant even though I proved that: The return was authorized by the merchant via RMA, RMA#*******, and, having a completed tracking number for the merchandise return; USPS Tracking number ************************** - authorized return received by business on 08/29/24. Issues: Business did not honor their return process as stated on their website; Business is in possession of the merchandise & has also been paid thru my Visa account even though they promised to refund my purchase amount upon successful return. Therefore, I have no product and am out $43.49, simply for trying to purchase one of their products and return it as it was not the product as described on their website. I am also out the cost of the return shipping in the amount of about $7.00. Business also sent this purchase to collections even though my bank reversed the credit dispute in their favor. Collection agency is still attempting to collect this unwarranted amount, even though the business has been paid by my credit card account. Resolution sought: Full refund for $43.49 sent to me by check/by mail & written apology.

  Business Response

  Date: 10/21/2024

  Dear ******* *********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your order. I can confirm you were refunded $43.49 to your credit card ending **** on September 27, 2024. If you do not see the refund on your statement, please contact your credit card company.

  Thank you for your time,

  Jessica N*****

   

• Initial Complaint

  Date:10/21/2024

  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.

  April 2024 picked up my saxophone for repair for overhaul $765.00 I play when I got home,it sounded bad. When back to store three times every time different excuse. Finally I took it to the music lab music store. The repair man looked at it and laughed wrong pads,wrong glue. The said he didn't balance the horn before he repaired,and every repair man knows that. Music lab charged me $160.00 just to get it to play a little better. He said the overhaul has to be done all over again. Saved for over a year to get it fixed. I am Not working 73 years old. I spoke to Rob the manager even he confused why the repair kept making up different excuses why it was not playing right. Finally the manager said I don't know what he's doing but we just rent shop to him because he does repairs.

  Business Response

  Date: 10/29/2024

  Dear **** *********

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your repair. After discussing your concerns with the repair tech, it was determined that all the correct pads and glue were used to fix your instrument. The following repairs were completed Repad- Ultrasonically Clean, All New Pads, Corks, Straighten Bent Keys and Posts, Level Pads and Tone Holes, Adjust and Regulate. You received the repairs that you paid for, there will be no refunds given. 

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:10/18/2024

  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 placed an order for a trumpet in the beginning of August. I have been charged for three months and still have no trumpet. Music and arts refuses to refund me my money because they cannot find the trumpet. It was supposed to be delivered to the school and never came. So then not finding it is not my problem. I have spoke to four different people who did nothing and lied to me about starting a refund over and over. I need my money back. I am not a well of person hence why I’m renting and not buying. To this day I have no resolution and the person I spoke with today refused to help me todays date is 10/18/2024.

  Business Response

  Date: 10/28/2024

  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 your rental account is closed with a zero balance. You were refunded $133.66 to your credit card ending **** on October 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:10/14/2024

  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 rented a bass from this company on September 10 at my daughter's music rental night. On September 16th I called the company and cancelled the rental as no longer needed. The instrument hadn't been delivered then. The representative on the phone assured me that the rental was cancelled and I would be refunded. On September 18th the instrument was delivered to school despite my cancellation. I called Music & Arts again and they assured me again that the rental was cancelled and my account closed and they would pick the instrument back up. They provided me with RMA ******** as confirmation of my cancellation and assured me the instrument will be picked up. It took them almost 4 weeks to pick the instrument up. By this time I disputed the charge with my credit card and got it reversed. Music & Arts finally picked up their instrument on October 4th (see copy of email from representative). However, today I received a bill for $122.18 despite the fact that I cancelled the rental within a few days before the instrument was even delivered and by this time the instrument is already back with the company.
  As resolution, I need this billing statement reversed to zero and my account closed permanently. I would never deal with this company again as they are simply a scam. Customer service is clueless and has not helped me once despite multiple calls and detailed explanations of what happened.

  Business Response

  Date: 10/14/2024

  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 your rental has been cancelled. You received a bill because you issued a chargeback with your bank and the rental wasn't cancelled until after the chargeback was received. We are unable to send you a zero-balance statement at this time because you have a balance of $15.93 for a folding music stand. Once you have paid for the stand, we can send you a zero-balance statement.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 10/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. It is not 100% accurate. I initiated the chargeback long after the contract cancellation because the business was taking weeks to resolve my cancellation and issue me a refund. In addition, the business sent to me a bill for the full amount of $122.18 instead of $15.93 owed as the Response claims. 

  Nonetheless, I already paid $15.93 today for the music stand. Confirmation# ******. My account should be closed with zero balance. 

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

• Initial Complaint

  Date:09/25/2024

  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.

  Rented a violin for a 10 year rental and was told I could return to the school
  Try to call the company I rented through and was not given any special instructions
  Never received return instructions from Music and Arts. They purposely make the return process confusing and nontransparent.
  They did not pick up my violin from the school and continued to charge me with no notice that I was being charged.
  When I called they said there was nothing and that I couldn't talk to a supervisor but they would call me back. They did not call me back.
  I called again and they refused to connect me with a supervisor again.

  Business Response

  Date: 10/01/2024

  Dear ***** **********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. Our customer service supervisor Devon has been in contact with you to discuss your concerns. Your account will not go into monthly billing due to the cancelation. Once the instrument is picked up and returned you will be refunded. If you have any additional questions or concerns, please feel free to contact Devon at 1-888-731-5396.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 10/01/2024

  
  
  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:09/25/2024

  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 got a trumpet for our son 2 years ago through his school. Paid monthly payments and they stopped. We assumed after so long it was paid off. Then in the past 2 days they have taken almost 300 dollars out of my account with no explanation. I login and there's zero information of what I'm paying for. I demand a full refund.

  Business Response

  Date: 09/27/2024

  Dear ****** *********

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. Your original credit card stopped working in March 2024. The account was past due for March through August. In September 2024 we received your new credit card, so you were charged for the past due months totaling $245.92. September 25, 2024, you were charged for your September invoice. The account is current, and your contract doesn't end until June 2025.

  Thank you for your time,

  Jessica N*****