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Business Profile

Pianos

Piano by Pictures

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pianos.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:06/23/2025

    Type:Billing Issues
    Status:
    Answered
    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 Nov '23 my wife purchased a piano book from Piano By Pictures online, amount was $19.95. We liked the piano book. A month later, unbeknownst to us we started getting charged $37 every month. Due to our poor personal finance habits this went unnoticed by us until the very end of May '25 when they attempted to charge but the charge failed due to the fact that we had cancelled that card. The company reached out to us for payment at which time we noticed all the charges on our bank account! So $629 worth of charges beyond the initial order. We emailed them and asked for a refund for all the months of charges. They refused. We even backed down and asked for much much less, only 6 months of refunds. They refused. They did provide us with 2 months of refunds, which was appreciated, but not nearly enough. They told us that when we did that initial purchase of $19.95 somewhere on the page it said that they were going to enroll us in a subscription, however, my wife did not see this disclaimer at all - she was fully unaware of a membership offering and was not expecting to be charged anything beyond the $19.95 for the piano book she purchased. I see from other reviews that their checkout has this slimy business practice of sneaking in a membership.

    Additionally, they said that we should have been getting emails from them for the past 1.5 years. NOPE, we did not. I did get an email on Dec 7, 2023 that basically said welcome to the "community", but this email simply had the feel of some sort of free email list newsletter. Then we received absolutely no communication from them until late May 2025 when they reached out about the failed payment.

    The company did offer us a "free" membership going forward, but this did not interest us at all. Zero communication to us besides taking our money for 1.5 years, and they only provide us with $74 in refunds. Yes, possibly "legal" but so slimy. They should feel ashamed of themselves for this slimy business practice.

    Business Response

    Date: 06/24/2025

    Thank you for your message.


    We appreciate the opportunity to clarify this situation. At the time of the initial purchase, the customer was informed at checkout that the $19.95 offer included a 30-day free trial to the Piano By Pictures Academy. This information was clearly stated on the checkout page, along with details about the automatic renewal of the monthly subscription following the trial period. After the customer contacted us, we promptly responded with a full explanation of the charges. In line with our 30-day money-back guarantee, we issued a refund accordingly. Additionally, although we are not obligated to do so, we extended two more refunds as a gesture of goodwill; going beyond our stated refund policy.


    While we understand the frustration, we believe we have responded fairly and transparently. The services were provided and the terms clearly communicated during the checkout process. Unfortunately, because the charges were not due to any error or misrepresentation on our part, we are unable to offer any further refunds. Attached you'll find the communication we had with the customer and the information found on the checkout page. Please feel free to reach out if you have any additional questions.


    Best regards,
    Piano By Pictures Customer Support

  • Initial Complaint

    Date:03/11/2025

    Type:Billing Issues
    Status:
    Answered
    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 business is Piano By Pictures. I ordered the Piano By Pic free trial in Jan 2025. I cancelled before the ending of the free trial. This lady convinced me to wait until I received some books she said I had ordered. She said the books had been delayed for some reason but the cancellation would take place after I received the books. She said she wanted me to received the books at the discounted rate but she never cancelled the initial free period and order. They deducted from my ***** Account the price of the books and the $37.00. I paid PIANOBYPIC $37.00 - 02/08/2025 and 03/08/2025 via the deduction from my ***** Account. I was upset and FURTHER attempted the again try the online cancellation of the account. I am still being charged $37.00 for a total of $74.00 thus far. Please cancel the account and refund me my $74.00. I paid for the booklets but will return them if that means the account will be cancelled. Cancel the Account. Refund me my money

    Business Response

    Date: 03/14/2025

    Dear Better Business Bureau,
    Thank you for the opportunity to address ***** *********’s concerns.
    Mr. ********* joined our membership by taking advantage of the $58.95 offer for the books, which included a free trial. He was aware of this trial as part of his order. However, he did not cancel the membership. Since the cancellation process was never completed on his end, the account remained active, and payments continued as outlined in our terms.
    As we communicated to Mr. ********* in our recent correspondence, we have now canceled his membership and refunded his last charge in accordance with our guarantee.
    Please let us know if any further clarification is needed.

  • Initial Complaint

    Date:09/26/2024

    Type:Billing Issues
    Status:
    Answered
    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 signed up to receive piano books from a company called Piano By Pictures for 19.95. in Jan 2024. I did not realize that every month thereafter I would be billed $37.00. I called to cancel the first charge beginning in Feb 23,2024. They billed me six consecutive months through Jul 2024. I called each and every month to cancel these charges. There was never anyone to talk to and they promised to call you back on their voicemail system I disputed these charges on my ******** card and they gave me four permanent credits to my card. The merchant never responded to the disputes. The first two charges were denied by ******** due to the fact that they occurred too far back in the calendar year. I am filing an official complaint with this company because they didn't respond back at anytime for my cancellation. I want a refund for the two 37.00 charges that my credit card company would not give me.This was outright fraud by this company and I'm sure they have done this to many other people

    Business Response

    Date: 09/27/2024

    The customer was informed that the purchase of books included a 30-day free membership trial, which costs $37 per month after the trial. This information was displayed multiple times on the sales and checkout pages. I have attached screenshots of the terms & conditions and refund policy shown before and during the payment process.

    We did not receive a request to cancel membership or refund payments. Find attached a screenshot of proof that no emails have been received. Additionally, we recived a dispute from her bank account and the payments were already refunded. Please contact your bank in order to find further details about it. 

  • Initial Complaint

    Date:08/26/2024

    Type:Billing Issues
    Status:
    Answered
    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 advertised that I could order books that would help me learn "gospel" songs on the piano. They also offered a monthly subscription but stated I could order just the books which I did and they charged me around $20. However you could not see a listing of the songs the books would contain. When I received the books the songs were not the style of "gospel" I wanted to learn. None of the songs were anything I would want to learn. So they were useless. The site says they offer a 30 day money back guarantee. Well, they shipped the books on the 22nd of July and I did not receive them until about a week after that which is the end of July around the 30th so I am still within 30 days for a refund. Then I realized this week they had begun charging me $37 monthly for the subscription "Academy" that I did not ask or want to be a part of since I only wanted the books. Well, when I reached out to them to let them know I was not satisfied and would like a refund I was told they would cancel the subscription but would not be refunding my money. They were going to give me a "credit". A credit. Really? If I can't use and don't want the services now I am never going to use a credit in the future. They offer a 30 day money back guarantee. I want them to honor what they advertise!

    Business Response

    Date: 08/26/2024

    The customer was informed that the shipping and handling fee for the book bundle was $19.95. This bundle included the 60-day lesson plan, a collection of classical gospel songs, and a collection of our most popular songs. We did not receive any specific requests regarding the songs included in these books. Please find the attached screenshot of the advertised page.
    Additionally, the customer was clearly informed that the purchase included a 30-day free membership trial, which would continue at $37 per month after the trial period. This information was prominently displayed multiple times on both the sales and checkout pages. I have also attached screenshots of the terms and conditions, as well as the refund policy, which were shown before and during the payment process.
    When the customer requested to cancel the membership and refund the payments, we promptly processed the cancellation and issued the refund. Attached are the customer communication and proof of the refund issued. If there are any further questions, please contact the bank directly.

  • Initial Complaint

    Date:08/12/2024

    Type:Billing Issues
    Status:
    Answered
    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 made a purchase via ********* for a set of books through the company “PianoByPictures” in May of 2024. The purchase was for a set of books and the advertisement was to pay the shipment fee for the books. I never willfully agreed to any other plans with the company. I noticed at the end of July that there were several charges from this company that I have not approved of. I tried contacting them and asking that the charges be removed or reimbursed as I had not signed up for anything else. I got an email back saying “Oh you signed up for piano lessons.” I have not signed up for piano lessons. My guess is that they put on a ghost charge to the ********* add. However, I was not made aware of this and never approved any other charges. I was charged $37.00 on 7/01/24 and $37.00 7/29/24 and would like these fees reversed.

    Business Response

    Date: 08/15/2024

    The customer was informed that the purchase of books included a 30-day free membership trial, which costs $37 per month after the trial. This information was displayed multiple times on the sales and checkout pages. I tried to make this clear. I have attached screenshots of the terms & conditions and refund policy shown before and during the payment process.

    Also, the customer got an answer the same day she reach out and got her membership cancel when requested. Find attached a screenshot of the customer conversation. 

  • Initial Complaint

    Date:05/28/2024

    Type:Billing Issues
    Status:
    Answered
    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 gift for my relative December 2023 Pain By Pictures for $19.99 (one time only purchase) the company took my credit card information and charged me $37 (January, February and March 2024) for online piano lessons I did Not request. These classes are provided through a computer porthole. I had no idea was signed up for this until i found out these penalties over drew my account and generated additional fees for me. I did not want piano lessons and I never logged into portal. When I contacted the company ( after many attempts and I was never actually able to speak with anyone) they only refunded me one month. My email on file with Piano By Pictures: ************************* 

    Business Response

    Date: 06/03/2024

    Customer was refunded within 30-day cancellation police. Her purchase included free trial of the ******* which was stated in sales page and checkout. 

  • Initial Complaint

    Date:05/06/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    On December 9, 2023 I ordered a Piano by Picture Song Book and paid 19.95 I received it the mail and I thought that was the end of that transaction. My Credit Card is now being charged a $37 charge from Piano by Pictures each month. I did not give anyone permission to take additional funds from my ******** card or make monthly charges. I did not set up an account for Piano By Picture. I left a message on the website, scheduled an online visit which was cancelled, and have no phone contact number. I would like the for $37 charges to be credited back to my credit card and cancel any future unauthorized charges. Thank you for any help you can provide

    Business Response

    Date: 06/11/2024

    The customer was informed that the purchase of books included a 30-day free membership trial, which costs $37 per month. This information was displayed multiple times on the sales and checkout pages. I have attached screenshots of the terms & conditions and refund policy that were shown before and during the payment process. Additionally, you can find the sales page at the following URL: ***********************************************************************
     
    Despite the refund policy stating that customers can request cancellation at any time, we did not receive any cancellation requests. On April 5th, our team reached out via phone call where the customer expressed the desire to cancel, we send an email to facilitate the cancellation, but the email was rejected. We cancelled the subscription after it. Find attached the screenshot of the emails we sent to the same email address provided during registration.

  • Initial Complaint

    Date:04/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Trying to cancel my membership and I'm not getting anywhere and they are charging me $37 a month. When I enter my email address to cancel it says, it does not recognize my email address, yet they charge me $37 every month. I just need my membership cancelled. but I can't reach anyone.

  • Initial Complaint

    Date:02/12/2024

    Type:Billing 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.
    On December 2,2023 I ordered a Piano by Picture Las Vegas NV
    online and paid 10$(reference # *****************) I received it the mail and I thought that was the end of that transaction. Today I was checking my statement from ***** **** and noticed a $37 charge from Piano by Picture. (Feb. 7, 2024, no reference number and no way to find a phone number). I then looked at Januarys' statement from ***** and I discovered a $37 charge on that bill, but it had a reference number (*****************).
    I did not give anyone permission to take additional funds from my ***** card or make monthly charges. I did not set up an account for Piano By Picture. I want the two charges totaling $74 returned to my ***** ********** and cancel any future unauthorized charges.
    Thank you for tour attention in this matter.

    Business Response

    Date: 02/12/2024

    The customer filed this complaint before they reached out to me via email. As you can see they were responded to in a timely manner and a refund has been issued. Thank you. ***** ***** 

    Customer Answer

    Date: 02/15/2024



    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,



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

    Thank you for helping.  They refunded the $74 , please remove the complaint as everything was settled the way I asked

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

  • Initial Complaint

    Date:11/29/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 am trying to cancel a membership. I have tried calling.. no contact information on the website or my bank charge from this company. They charge me $39 dollars a month. The company is Piano by pictures.

    Business Response

    Date: 11/29/2023

    Customers can cancel their own accounts on our helpdesk website, which is clearly shown on our login page. ****************************** 

    This customer did exactly that, they cancelled their membership through our cancellation site. Our phone automation system also texts the customer a link to cancel if they request. It is very simple and easy to cancel your membership with us. 

Piano by Pictures is NOT a BBB Accredited Business.

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