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Business Profile

Music Schools

The Real School of Music

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Music Schools.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:05/03/2024

    Type:Product Issues
    Status:
    Resolved
    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 wife, *******************, and I paid for 8 guitar / ukulele ******s on 02/20/2020. The total cost was $280 ($35 per ******** We have only used 2 of the 8 ******s (one ****** each). I had a radical prostatectomy on 3/3/2020. I am immunocompromised and isolated during the ***** pandemic. We did not request a refund as we wanted to support the business during a difficult period.My wife and I are moving from ************* to ******* on 3/10/2024. On 3/25 I went to the Real School location where we took our ******s. I spoke with *** who was very pleasant and informed me that we are entitled to a refund for the unused ****** cost. He informed me that ******************* who took our payment no longer worked for the company, the computer system had since been upgraded, and he would consult with a coworker who could locate the payment records from 2020. I did not receive a call back.I left voice mail on 4/26/2024 (prior voice mail was also left) and have called several times and have always received voice mail

    Business Response

    Date: 05/03/2024

    We are sensitive to ****'s situation.  We do have documentation (emails...of this request to put lessons on hold from early 2020).  When he walked into our Real School Derry location a few weeks back, we started to look into and verfiy his requested refund amount.  We had to dig into past records from a previous software we were using due to this being from 2020.  Our GM Cam was handling this and we have record of him calling ***************** two weeks ago and he left a message.  We needed additional information before we could process the refund.  **** unfortunately called us last week and left a message when *** and myself were away on vacation last week.

    Bottomline, we called and left him a message a little bit ago and fully intend to refund him $210 (6 remaining unused lessons x $35/each).   As soon as we hear back from **** we will cut him a check and either mail it that day or if he would like pick it up at our ***** location he can do that.  

    -*****************

    Customer Answer

    Date: 05/03/2024

     
    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,

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

The Real School of Music is NOT a BBB Accredited Business.

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