Complaints

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:05/01/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 May of 2024, I sent a musical instrument for repair at House of Musical Traditions. The instrument was returned two months later, improperly repaired. At my expense I returned the instrument to have the repair done a 2nd time, only to receive the instrument in unplayable condition.House of Musical Traditions agreed to refund the fees charged to me, following the two botched repairs.HOMT reported that they sent my refund ($295.10) on October 6th, 2024 via a service called ************. The refund never appeared in my account. In HOMT's defense, they asked ******** to provide proof of refund. The invoice provided by ******** shows a refund, but it never arrived in my account. HOMT now refuses to acknowledge any correspondence on my part to have this issue resolved. I'm out of $295.10 for a failed repair.

  Business Response

  Date: 05/08/2025

  We received a bodhran from this customer for repairs on 6/3/2024. It was picked up by the technician on 6/3/2024 and returned on 6/30/2024. The bodhran was sent back to her on 7/10/2024 via ***. The repair was unsatisfactory to her and she sent the instrument back to us again in August 2024 and was picked up by the technician again on 8/19/2024. At this point, the customer had paid us $295.10 on 7/1/2024 via ****** invoices. The breakdown was:

  $160 for technician labor

  $85 for the part

  $45 for shipping 

  $5.10 sales tax

  The item was repaired again and sent back to her on 9/27/2024 at our cost and she had not been charged for labor/shipping/parts for the 2nd repair. Once again this repair was unsatisfactory to the customer and the card she used to pay the square invoice was refunded via square in full ($295.10) on 10/6/2024. 

  This customer has since contacted us multiple times regarding a refund and cites bank statements which were not provided as "proof". Square customer service has told us that since they show the money as being returned this is now something that is between her and her bank and there is nothing more House of Musical Traditions is able to do. House of Musical Traditions has now paid for shipping three times, paid our repair technician twice, and paid for parts twice while charging this customer no money. 

  Attached are shipping receipts, original invoice with payment and refund receipt.

  Customer Answer

  Date: 05/13/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23176597
  
  I am rejecting this response because:  Because I did provide copies of bank statements.  I will do so again when I get home from work today. 
  
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/15/2025

  Dear BBB,

  Due to challenging circumstances I wasn't able to respond properly or in time.  Please find attached my personal bank statements that show that I never received a refund from House of Musical Traditions.  Despite what they said, I did send some of these docs to them.  They say the problem with my refund is between me and my bank.  ******* has proven that I never received the refund.  I feel that the problem is between House of Musical Traditions and the company ************, to issue the refund.

  I believe that for the most part HOMT has acted in good faith, but has refused to question ************.  They state that I was unhappy with the two repairs that were performed on my drum.  What they don't share is that the repair person did not follow guidelines to properly repair the drum.  They state how much money they laid out due to the problems created by the repair person.  Like them I also paid out quite a bit of money, which included $180 for two instances of shipping the drum to HOMT, as well as the $600 for the purchase of a new replacement drum.  The drum I sent for repair was made unplayable buy the repair person.  I have included a picture of the damaged wood frame.

  House of Musical Traditions states that ************ is completed that refund.  ******* statements show that I never received the refund.  I asked them several times to work with ************ to figure out what happened.  They did not. I have attached the last email I sent them regarding this issue.

  Customer Answer

  Date: 06/09/2025

  I have sent the company all pertinent documents showing that I never received the refund.  They never responded.  I have started a process with my personal bank to pursue the refund amount.