Complaints

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

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  Hubbard Music

  51 N Main St Hubbard, OH 44425-1652

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  Hubbard Music

  5555 Youngstown Warren Rd Unit 40 Eastwood Mall Niles, OH 44446-4821

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:09/10/2024

  Type:Service or Repair 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.

  09/06/2024 purchase date dropped my daughters trumpet off on 8/12/2024 was told 2 weeks pick up they called on 9/5/2024 and told me it was ready, when i went to pick up my items my black metal music stand was missing out of the case along with a bottle of oil clear bottle and the original receipt when it was purchased brand new. I spoke with TJ that same day 9-6-2024 and was told that he wasnt refunding my money after i was told the trumpet never needed repaired. i asked him about the black music stand which he told me he wasnt sure how it got out of the case but it was in the back room of the ***** store (other location) and that i can pick it up monday 9/9/2024. I called on 9/9/202 at 2:15pm spoke with ** and for him to tell me that he wasnt going to help me and that it s a small business and they didnt have to help me, i asked abut the stand and he replied with "I am not giving you anything you have no proff of the stand." I was then hung up on by **.

  Business Response

  Date: 09/20/2024

  This complaint is inaccurate in many ways.  The trumpet was repaired.  It was brought in because it needed repaired.  They brought it in to us.  Instruments that don't need repaired don't get brought in for repair.  If we told her the trumpet did not need repaired, why would she have paid us when she picked it up?  Likewise, as you can see from our past reputation, we are not in the business of taking advantage of customers.  Now, there was a misunderstanding with the music stand and oil.  The stand fell out of the case and we could not locate the oil.  We met with her husband, *****, and resolved the matter.  We located the stand and gave them a bottle of oil.  ********* cost lie $6.  Not worth fighting over.  

  As for the phone conversation, this woman treated my employee TJ terribly.  Repeatedly calling him "a piece of shit", because he could not answer her questions immediately.  He told her he would look into it and call her back.  That's when her threats and abusive language began.  I don't know if ** **** up on her or not.  I would have.  But I guarantee you that he was respectful and did not swear at her.

  Bottom line, this is extortion at this point.  The matter has been taken care.  Her husband was very nice and we worked things out inside our Hubbard location.  He was satisfied with the outcome.  A repaired trumpet, along with the stand and oil.

  I can provide documentation of the repairs done to the trumpet if necessary.

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  I am not satisfied by the amount i got charged since nothing did get fixed on the trumpet. The stand did not just "fall out of the case". Friday 9/6/24 when i picked the item up i got to my car and noticed nothing was done to it so i then called the store and was talking to ** who was telling me there was nothing they could do and that they typically work more with guitars and drums. As I was trying to explain about the music stand, oil and the original purchase receipt i was then told that the music stand I could come take a look at the one they had randomly in the back room of the but he had to talk with his tech first and would give me a call back on that following Monday. Monday afternoon 9/9/24 while i was at work I haven't heard from them so i decided to call, Someone answered the phone and i explained how i was waiting on call back but haven't heard so i thought i would call and see about picking up the music stand. I was placed on hold and was told that ** was in a meeting and hung up on, i then called back and ** answered the phone and told me that they didn't have to help me and they were a locally owned business and they didn't have to help. I asked about the stand and he told me since I didn't have proof of the stand and couldn't tell him the name on it i wasn't going to get it. I simply told him i was going to the store after work and was going to see the stand I had pictures of it, he told me that he wasn't there and he was at the Hubbard location someone can feel free to come to that store but they weren't going to help. My husband had left work and drove to the Hubbard store because Tj told me on that Friday we would get it back and then Monday he wasn't going to give it to me. Come to find out the real story was they didn't fix the trumpet at their location and they sent it out to another business, but I that was never explained on the phone Friday by **. Also when I received my item back it was the Trumpet and the case but attached was a tag and it said "New Price $499.99 used price $349.99" with a barcode. I feel they knew nothing needed fixed on the instrument and that they were going to sell it as is and decided to take all the extra things out of the case. If I wouldn't have noticed the stand was missing from the case the would have sold it. They touched something that they had no business touching, i simply went there asking for the trumpet to be fixed and i was never told the trumpet was never broke it was a newer model and it was supposed to be that way. 
  
  Regards,
  
  ****** *******