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

  762 Rt 17 N. Paramus, NJ 07652

• 

  Music and Arts

  1388 Chain Bridge Rd McLean, VA 22101-3904

• 

  Music & Arts Center

  12274 Rockville Pike Ste K Rockville, MD 20852-5600

• 

  Music & Arts Center

  19721 Frederick Rd Germantown, MD 20876-1337

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: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.

  In November and December 2023 I was billed for services not rendered. I was billed $140 for each month. I called in November and informed them I had a family emergency and needed to cancel services. I was advised that I would be contacted within the next 2 weeks to see if I was ready to resume services. I canceled appointments and they applied credit for piano lesson to account and still billed me. I contacted them to cancel lessons prior to scheduled lessons. When I noticed that I was still billed in December 2023 and January 2024 I contacted store manager. I was unaware that I was still being billed after canceling lessons. I requested a refund. I was told by manager at store that corporate was contacted and they stated that I no longer had a credit and would not be issued a refund. I want a refund for $280 for services not rendered. I canceled services and they continued to bill me.

  Business Response

  Date: 10/07/2024

  Dear ******* ******,

  I am writing in response to your concerns regarding your lesson account with Music & Arts. I apologize for any frustrations you may have experienced.  As a courtesy we are refunding you for your Nov charge. You weren't charged in the month of December. I can confirm your lesson account is closed, and you were refunded $140.00 to your credit card ending 5673 on October 3, 2024. Please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 10/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am owed a total of $280 and I want every cent owed to me. I suggest you contact the store to confirm amount owed. I had a credit for a total of 8 lessons which is 2 months of service. But your system can verify amount owed to me and exact months billed. I should have never had to go the extent of filing a complaint for this matter. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Customer Answer

  Date: 10/13/2024

  Hi,

  I am sending this message for clarification. In the original complaint I put that I was billed for the months of November 2023 and December 2023. I was actually billed October 2, 2023, October 31, 2023 and once in November 27, 2023. I canceled lessons for 2 months and had a credit for 8 lessons . This means I would need to be reimbursed for the billing on October 31, 2023 and November 27, 2023. I have attached a screenshot of billing/proof of payment. 

   

  Kind regards,

  ******* ****** 

  Business Response

  Date: 10/14/2024

  Dear ******* ******,

  I am writing in response to your concerns regarding Music & Arts. Unfortunately, you didn't notify the store you wanted to cancel lessons until December 19, 2023; therefore, you aren't eligible for any additional refunds. As a courtesy we refunded you $140.00 since you stated you notified them in November. There are no additional refunds due at this time.

  Thank you for your time,

  Jessica N*****

  Business Response

  Date: 10/15/2024

  Dear ******* ******,

  In your original complaint you advised that you canceled your lessons in November. Even though it was after you were billed for November, we refunded you for November as a courtesy. There will be no additional refunds issued.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:09/23/2024

  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.

  We cancelled our Saxophone lessons for my son, **** ************ several weeks ago, yet the following week they told us we had 5 remaining lessons. That should have been impossible as it was one week past when we cancelled and we pay for 4 lessons at a time. The manager said she would ask for a refund and get back to us, but she never did. Music and Arts also scheduled us for a make-up lesson on Sept 16 at 5 PM (see attachment) even though we never agreed to that time and could not possibly make that time. We told them we would not be returning for any of the 5 lessons and we did not go last Monday. When we called top ask for the manager, we were told she was too busy to talk to us, but again, never called us back. We are not going to the "scheduled" lesson tomorrow nor are we EVER going to take lessons at the Hannover Music & Arts again and we would like a refund for the final month of lessons that we will not attend.

  Business Response

  Date: 10/07/2024

  Dear ****** ******,

  I am writing in response to your concerns regarding your lesson account with Music & Arts. I apologize for any frustrations you may be experiencing. I can confirm you were refunded $144.00 on October 3, 2024, to your credit card ending ****. Please allow 3-5 business days for your bank to process the refund. The lesson account for **** is closed.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:09/10/2024

  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 a valuable customer since 2018 and never had a bad experience until last week.
  I called last week to customer service found out the account was closed in April without my permission. I was asked why and they were unable to tell me and then I asked what can be done to fix the situation and I was told I have to call myself to find out why. They told me that I know own it. I was disappointed because I was saving for a concert violin. I asked what my accumulated credit was for Music and Arts and they said it was $1700; then they told me the what the value of the rental was $900. I paid almost double for the violin that I know own. This is not what I expected from an established business to do to a customer. Then to tell the customer that they need to investigate on there own what happen. I should be refunded the difference of what the credit is.

  Business Response

  Date: 09/19/2024

  Dear ******** ******, 

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. Your account has been reopened. The account will start monthly billing on September 29, 2024, to avoid this please go to your local store to exchange your instrument. 

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 09/28/2024

  I returned The violin today to purchase with credit a new violin like suggested.The person at music and arts location told me that I was only able to buy a violin up to $900 that they had that the rest of my credits would be gone and if I wanted to get the violin for my daughter that I wanted to get it would’ve cost me another $400 even though I had $1800 credit.Now I have a violin, but I lost all the credit that I had accumulated. The violin in question would it cost $1700 and it was what we wanted and I left without what we wanted. If you’re not gonna give anyone the full value of their credit, why allow continued rental payments past the value of the rental instrument?

  Business Response

  Date: 10/09/2024

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

  I apologize for any frustrations you are still experiencing. I can confirm we opened your account to allow for you to exchange your instrument.  As far as the exchange options given to you, please contact your local Music & Arts store. They will be able to better assist you with your concerns.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising 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'm new to Music and Arts and I rented instruments for kids from them. I went to the store last year on October 3rd and Oct 25th and was looking for a 4-month contract instrument, and I was thinking if needed I can rent back again in spring for another 4 months. However, the salesperson falsely marketed me, saying if I rent for 10 months, I get to keep the instrument for free during the summer. Based on that conversation, I trusted him, and he assisted me to create an account and rent it from his store. 
  
  I paid the full amount in the store for both my rentals in the store, and I was thinking to renew before the school starts.
  
  However, after noticing my credit card account, I started to see a charge for the rental of $43.46. Once I'm back to the country, I reached out to the Music and Arts customer service and spoke with representative Mario, and he told me he would escalate this issue to the store manager through email and told me the store manager would reach out to me. Also, when I asked for the renewal, he told me I should have renewed before June 1st (this is the first time I heard this statement that I need to renew by June 1st to get free summer rental July & August) and then told me to immediately return the instrument to the store. So I returned it that evening. He never tried to renew the instrument.
  
  I waited for nearly 10 days, but no one emailed or reached me back. Again, I contacted the customer service and spoke with Jorge; he couldn't be able to refund, so he escalated to the supervisor and I waited for so long in the call, then he told me that he has escalated to the supervisor and I will receive the refund call within 24 hours. Also, he gave me the refund request **********. But till now no one called me or emailed me. 
  
  Now I lost the money, and I also couldn't renew my instrument because of this false advertisement or market by the sales associate in my local store.
  
  For all the hassle I had through I need the full refund I paid since Oct 2023.

  Business Response

  Date: 09/06/2024

  Dear *********** ***********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental.  The agent was correct by advising you the renewal had to be received by July 1, 2024. We did not receive a renewal from you, so your monthly billing started August 3, 2024. You returned your instrument on August 22, 2024, therefore there will be no refund for the month of August.  August 3, 2024, was the only payment made on this account. Your account is currently closed with a zero balance.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 09/11/2024

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

  My point is the sales rep during the rental process on October 23 in the store never told me about the renewal by July 1st while renting the instrument. He only told me I get to keep for free through the end of summer/beginning of the school year if I get a 10-month contract instead of 4 months. I was about to renew before the school starts but still charged for the free advertised month of August.
  
  It was falsely advertised to me as a free summer to change me from purchasing the 4-month rental to a 10-month rental.
  As this is not resolved, I need to take this Federal Consumer Bureau for disclosing and falsely marketing and making me take 10 months rental instead of 4 months rental.
  
  
  
  Sincerely,
  
  
  
  *********** ***********

• Initial Complaint

  Date:09/05/2024

  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.

  I rented a violin for my daughter to use during the 2023-2024 school year. One of the reasons we decided to rent from Music & Arts was because they initially had an arrangement with a local music store where we were told to pick up and drop off the instrument. Monthly rent is $20 plus $8 for the Liability Damage Waiver. Pick up at the beginning of the year was convenient and went smooth, however, when I attempted to return the instrument in early June 2024 at the end of the school year, as was previously arranged, I was told that the store was no longer affiliated with Music & Arts. Therefore, I had no information about how to return the instrument. Multiple times over the next two months I attempted to contact the company via the "Email Us" link on their website, but did not receive any response. When I called last week, I was finally able to speak with someone and they were able to provide a UPS label to ship the instrument back. Otherwise the individual was very unhelpful with any questions. I asked how it should be packaged and who would pay for the packaging; he had no answer except stating that "It depends on the region", which makes no sense. I also requested a refund for June and July because it was their fault that I wasn't able to return the instrument as we had previously arranged. So now I have a label with no instructions about how to send it. Based on the poor reputation of Music & Arts, if I just slap a label on it then they will probably charge me if there is even minimal damage when it arrives. I was told last week that a supervisor would contact me to answer these questions, but I haven't heard anything from them yet.

  Business Response

  Date: 09/05/2024

  Dear ***** ********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. Our customer service supervisor has been in contact with you and provided you with information on how to return your instrument. Please check your email for your return label.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 09/11/2024

  Good morning,

  Unfortunately this matter has not been resolved. The company did finally reach out by email but did not provide any new information. I replied by email the same day with some follow up questions, but have not heard anything back. That was 6 days ago and I sent a follow up email yesterday.

  I believe my follow up questions are very relevant and worth a response. First, because M&A now says that I am responsible for packaging the instrument to return to them, I simply asked how I can be reimbursed for the cost of boxing/packaging the instrument. This responsibility was not included in the contract because I was originally supposed to simply return it to their local affiliate music store, but they broke that affiliation without informing me. Because this is a fragile item (a violin), I also requested information about how they want it packaged because I do not want to be found responsible if there is any damage in transit. Third, I asked if the shipping services they've paid for includes any insurance. Again, I, as the customer who signed up with the understanding that I could just drop off the violin at the local store, shouldn't be responsible for any damage incurred during shipping. Finally, their agent said that once the item is returned, they would review my request for a refund of the last few months while I've been trying to get instructions for the return of the violin. I don't understand why that review needs to wait and asked that it happen immediately.

  I think these are valid and relevant concerns that deserve a response. Instead, it appears that Music & Arts has gone back into hiding instead of resolving what should be a simple issue.

  Thanks,

  *****

• Initial Complaint

  Date:08/29/2024

  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 had subscribed to a monthly instrument rental program through this company. I received email confirmation of the subscription after I submitted the order. Later on that day I decided to cancel the instrument rental subscription because I decided to purchase an instrument from a different retailer instead. When I called the company at 888-******** to cancel, they said they could not provide me confirmation of cancellation and told me to “check back in a week to make sure it was cancelled.” I discovered that my credit card was still charged for the service and the payment never refunded. I called them back one week later to share these findings, and they told me “the account is in the process of cancellation and you will not be charged.” However I was charged. When asked if they could provide me with confirmation of cancellation they once again told me “no.”

  Business Response

  Date: 09/05/2024

  Dear **** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. I can confirm your rental has been canceled and you were refunded $35.21 on August 29,2024 to your credit card ending ****.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:08/29/2024

  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.

  Beginning on June 25 2024, my daughter began taking piano lessons at the Music & Arts located in Westminster, Maryland. For two months her teacher ***** ******* used the Suzuki method to teach her. After each class, I was having to go home and reteach everything because my daughter was not recalling the exercises given. Please note she had no book to reference during the first month since this method starts by "training the ear". I would take pictures of the exercises with my phone so that I could go home and teach her myself. (I play the piano). After the second month she still did not want my daughter to look at the books but to memorize the pieces. Ms. ******* was always pushing for my daughter to learn by ear and did not want to expose her to notes. On August 20th, I attempted to speak with Ms. Johnson, expressing my concerns. I politely asked if she could change her method of teaching because it was not working for my daughter. I related to Ms. ******* that my daughter was not an auditory learner but a visual one, so to please use notes; however, she refused. Ms. ******* stated that Suzuki was was the best method and that she was NOT going to change or teach her notes yet. She stated she could not speak with me because she had to go. The following day (Wednesday August 21st), I called Music & Arts voicing my concerns. I requested to cancel the two remaining lessons for that month/pay period and asked for a reimbursement ($60). I was told the manager would call me back (he never did). Several days later I called, spoke to the manager, and was denied reimbursement or store credit for the two remaining unused lessons. Music & Arts advertises in their website " fully customizable lessons [that] cater to learning style". My daughter was definitely denied this. Therefore a reimbursement is fairly due.

  Business Response

  Date: 09/16/2024

  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. I can confirm you were refunded for two lessons in the amount of $54.00 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*****

  Customer Answer

  Date: 09/16/2024

  
  
  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:08/28/2024

  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.

  Music and Arts deducted a payment from my debit card and attempted to deduct payments from another one of my cards after being told to stop using them and remove them from the account. I originally was the one paying for my grandson's violin rental. The account was reassigned to his father (my son), and he took full responsibility for the account. My son's payment information was given and my payment information was requested to be removed. Since then Music and Arts has deducted and attempted to deduct payments from two of my debit cards. My son and I have spoken with them three times about this and each time they said my card information has been deleted from the account and it would not happen again. This morning I got a notification that a debit from Music and Arts was declined from one card but when I checked my other card, Music and Arts had deducted a payment from it. My son and I called and spoke with a customer representative by the name of Kasey or Casey. When we explained what had happened and asked why were my cards still being charged when we were told they had been removed from the account, the Music and Arts's representative said " I apologize, I will remove them right now, but as far as the refund, when we get a successful payment then we can refund your payment." I told her that my refund shouldn't be based on that because the payment should have never been deducted from my account. Furthermore why has three other representatives told us my card information had been previously removed only to find out they were not removed? Kasey was very rude. She kept over talking us and didn't want us to get a word in. When I told her that I felt that I may need to contact a lawyer because I feel that this is illegal, she really got nasty. How am I suppose to trust that my card information has been successfully deleted when they keep charging my cards? Make it make sense! I asked to speak with her supervisor and she sent me to voicemail.

  Business Response

  Date: 09/17/2024

  Dear ******* ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. As of September 17, 2024, your account is closed with a zero balance. You will not be charged for any future payments.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 09/18/2024

  
  
  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:08/16/2024

  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.

  Music and Art has charged my card twice $370 which they were not authorized to do by me nor do I have a contract with them. The first time I called from the first erroneous charge I was told I would be refunded and that it wouldn’t happened again. 8/15 they charged me another $370 which they are not authorized to use my card nor do I have a contract, which left me with .88 in my account, I called in the morning they stated they would refund my account, I called back later to confirm they did the refund because I only have .88 to my name shakela told me they wouldn’t be able to refund me for 7 days. I asked to speak to her supervisor she refused I asked for the legal departments number because they are in violation because they are not authorized to charge my card and I don’t even have a contract with them for them to charge it for anything and she refused. This has put me in a hardship and music and arts again had no authorization to run my card and I have no contract with them so to be told by customer service that I will have to survive on .88 for 7 days and refuse me the opportunity to speak with someone to resolve this matter is unethical, unlawful, and unprofessional! I am contacting a consumer lawyer because if they have fraudulently charged my card they have done this to others and will be seeing if a civil class action suit can be filed. People need to steer clear of this company because they are breaking the law doing fraudulent charges to people that they have no authority nor contract to charge.

  Business Response

  Date: 08/22/2024

  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 account is closed with a zero balance. Your credit card will not be charged going forward.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 08/23/2024

  
  
  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:08/07/2024

  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.

  Hi I rented an instrument for my son for school he didn’t play it that much which is fine I paid month to month. My problem is I wasn’t told about a return date and I brought the instrument back to school a couple days after school ended and they want to continue to charge me I keep calling the company but they are not helping me they are actually going after my credit now. I don’t feel as though this is fair bc they won’t send someone to pick it up and they are trying to scam me. I’ve never dealt with this before. It’s not my fault someone that works there won’t go pick up the instrument that’s been at the school since the middle of June.
  Then they told me I have to have a return number and that I have to send it back to Maryland and pay the shipping. It’s very disheartening a company can do this for a kid to learn how to play and instrument now my son doesn’t want to play anything bc he feels bad. I told the company I would make a report with the better business bureau for unfair practices.

  Business Response

  Date: 08/16/2024

  Dear ***** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. According to our records you called us on July 26, 2024, to say you had previously left the instrument at the school. Please refer to # 9 on your contract - 9. TERMINATION. You can terminate this Agreement at any time, without penalty, by returning the instrument to us in good condition, fair wear and tear excepted. All original issue accessories such as strings, mouthpieces, drum pads, sticks, instrument parts, or bows must be returned with the instrument, or you must pay for them at the time of return. DO NOT LEAVE THE INSTRUMENTAT SCHOOL WITHOUT PROPER ADVANCE AUTHORIZATION FROM US.  We have attempted to reach you to discuss the specifics of where you left the instrument however you haven't provided us with the information. At this time, you will be responsible for the instrument until it is returned back to Music & Arts. 

  Thank you for your time,

  Jessica N*****