Complaints

This profile includes complaints for Heartland Harps & Music, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Heartland Harps & Music, Inc.

  null Zirconia, NC 28790

• 

  Heartland Harps & Music, Inc.

  713 Ray Avenue Hendersonville, NC 28792

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:10/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 harp from Heartland harps in February of 24. It was supposed to be an Oasis harp delivered to me by July of 24. In July I contacted Heartland and asked where my harp was. I was told at that time there was a problem with the mold and he could only do the older harp type. I said fine but I need it by Sept 1. Late August I contacted him (finally after weeks of trying to get a hold of him) and he told me it wasn't done. But would be ready September 16th. That date occurred. Since then I have attempted to get ahold of him multiple times a week to no avail using his email and phone. His assistant has contacted me a couple of times with several excuses oh he is working on it, he is busy with a harp convention, he is having medical problems, yadda yadda. I wish I had checked with the BBB before making such an expensive purchase. He requires check or direct deposit no credit card which should have given me a hint that this business is either engaging in outright fraud or a pyramid scheme.

• Initial Complaint

  Date:09/21/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  DATE OF TRANSACTION An agreement to purchase an instrument from Heartland Harps was set on 8/31/2023 via email. AMOUNT OF TRANSACTION To date, I have paid for everything (minus shipping) -- instrument, carrying case, upgraded strings, spare string set, and transducer pickup -- totaling at $8,385 USD. Bank statements will reflect this.COMMITMENT FROM BUSINESS I was first told by the owner - **** ********* - (via email) an expected delivery date of January, 2024. After not meeting this initial deadline, a second date of June, 2024 was then shared over email. After not meeting this deadline, a third date of August, 2024 was promised over the phone. This deadline has passed with zero communication from the business in spite of consistent, weekly attempts to connect with the company - over the phone and via email - beginning the first week of August, 2024.NATURE OF DISPUTE I am seeking the following from **** *********:1) Call me with an honest and accurate assessment of status on work completion 2) Explain why radio silence for seven straight weeks was the response to my polite, consistent requests to connect over the phone for an order update 3) Complete the promised work and deliver to my residence in ****** before the end of October, 2024 If these conditions cannot be met, my expectation is a full refund of $8,385 via wire transfer to the checking account which I employed to transmit the entirety of these funds to the company ATTEMPTS FROM BUSINESS TO RESOLVE None. The company routinely ignores any attempts to connect. The vast majority of my emails and phone calls to the company have gone completely unanswered. My phone call log and email history with the company will reflect this.I can forward the entirety of my saved email threads between myself and Heartland Harps for review if requested.I'm hoping a timely resolution can be achieved. Any assistance with this matter would be deeply appreciated.Thanks for your time and consideration,**** ****

• Initial Complaint

  Date:05/31/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 paid for a Delight 38 string Carbon fibre harp with Deluxe 2 part carrying case, tuning wrench, colour LED lights with remote ***************** pack, single transducer pickup installed, 1 spare set of strings from Heartland Harps & Music, P.O.Box 87, Zirconia, *** ***** Tel:- ************ ******** transfers were done which are reflected on the bottom left of the final invoice. Payment history of $2002.86 on 6/2/23 & $7,373 on 6/20/23. I accidentally overpaid $200 which he said he would send me a cheque for that I never received - I requested some harp parts for my harp teacher but then he told me shipping had gone up - which is reflected in the second invoice. I was promised my harp July but only received it November It was damaged due to improper packaging & handling. After many emails I eventually received replacement pins, but I am still waiting for the Deluxe 2 part carrying case which was torn & the correct lithium battery pack - he sent the incorrect one so Im unable to charge my LED lights on my harp. I was unable to claim for damages from ***** because he was the shipper even though I paid the shipping. He wont tell me how much he has claimed.I have sent multiple emails which are mostly ignored & of course I was very upset & told his remote secretary who finally sent him one of my last emails. **** accused me of attacking her but she doesnt understand tat the problem is the *************** He told me not to contact her & to use his email which I did. Then he said I was stalking her on ******** & requesting her to be a friend which he has no proof of. I have absolutely no interest in her friendship. So **** said if I dont comply he wont send me my harp cover & battery! Its just another excuse to not fulfill what I paid for. I have continued to send emails requesting my stuff but with no response. **** is very nice until payment is made & then I was told Im rude because I got annoyed at his total incompetence

• Initial Complaint

  Date:05/15/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 a down payment of $2,000 for a harp I ordered 2/2/2024. I get no response from the owner/builder. The email sight with the place for putting requests for information does not send. A person who sometimes answers the phone number usually does not get back after promising to do so, and yesterday the mailbox was full. I canceled my order today. I made the down payment by bank transfer as they would not accept a credit card (should have been a red flag). I would like my down payment back, but probably will not, I want to warn others

• Initial Complaint

  Date:02/05/2024

  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.

  Please refer to uploaded correspondence which is being provided as an attachment to this submission.

  Business Response

  Date: 02/23/2024

  I will be picking up the parts of the new harp on Friday, Mar. 1st and will need about 2 weeks to get the harp strung and levered.  I anticipate having the harp complete and ready to ship on Monday, March 18th by US *************** Shipping should take about 5 days, so the anticipated arrival date would be March 22nd.  It will be shipped as a replacement so no taxes or duty will be due.  
  
  
  I apologize for the delay.  Im still digging out of the Covid disaster, but I fully intend to meet the schedule above.  
  
  
  ***************************
  Heartland Harps & Music

  Customer Answer

  Date: 02/29/2024

   
  Better Business Bureau:
  
  I acknowledge, with thanks, the intervention and assistance of the BBB as regards my complaint #******** (re: Heartland Harps & Music, Inc.).

  I am hopeful that the company principal will honor his stated commitment and that this long-outstanding matter will be resolved within the next several weeks.
  
  Yours truly,

  ***************************
  

  Customer Answer

  Date: 07/03/2024

   
  I am rejecting this response because:

   

  This is a follow-up message to a complaint dated Feb 5, 2024, logged by BBB-SPWNC as #********. The complaint is with Heartland Harps & Music, ***** operating out of Zirconia, ** and concerns an Air Serenity carbon fibre lap harp delivered to me in Dec 2021, but which is structurally flawed and defective. In response to my complaint, Heartland's CEO (***************************) assured BBB that a replacement harp would be shipped to my **************** (******) residence by the end of March 2024. When this deadline was not met, I e-mailed Heartland in mid-April, requesting an update on its commitment to provide a replacement harp. No response to this last e-mail has been received. The all-in cost to me of the defective Air Serenity harp is approx. CAD $6,000. Adding further to the cost is the considerable irritation and exasperation dealing with a company that is oblivious to delivering even a basic level of customer service and support. Frankly, I no longer have any expectation that my defective harp will either be replaced (since a "fix" of the structural problems is not possible), or my purchase cost refunded. Thus, at this point, i ask that this unresolved -- and seemingly unresolvable -- complaint be held on file against Heartland, to serve as a "Buyer Beware Warning" to anyone searching the BBB database in advance of any dealings with the company. Thank you for your attention to this matter. Yours truly, ***************************

  
  

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  The company advertises harps for sale over the internet. They have a detailed website that includes a money-back guarantee for a full refund within 30 days of delivery if not satisfied for any reason. The company does not accept credit cards and insists on payment by check to its PO box. In November, 2022, I followed their online instructions and mailed a deposit of $500 for a particular harp they advertise for sale. The deposit supposedly gets me in line to receive a harp. They deposited the check about one week later. I repeatedly contacted them by phone and by text over the following months to inquire about when I would receive my harp. I have a detailed text chain documenting these communications. I only ever was able to reach a lady named ***** who always said shed ask **** and get back to me or **** would contact me. She never gets back to *************** never contacts me. After over 3 months of this nonsense, I tell them to either at least give me an estimate of when i might receive the harp or else i will have to cancel my order. I receive the same type of bogus non-response, so I tell them Im canceling my order and would like a refund of my deposit.***** acknowledges my refund request but refuses to confirm she will issue a refund. I repeatedly request confirmation that they will issue a refund, but ***** just says shell talk to **** and then ignores the request.The site guarantees a full refund if not satisfied with the harp. But they do not seem to be interested in actually doing anything except keeping my deposit. No harp is being made. No timeline for delivery is offered. And now they wont give me my money back. The business seems like a complete fraud that currently only operates to trick people into sending in deposits that they will never get back.I would like assistance getting my $500 deposit back. Thank you.