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Business Profile

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Ultimate Guitar USA, LLC

This business is NOT BBB Accredited.

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Important information

Complaints

Customer Complaints Summary

  • 63 total complaints in the last 3 years.
  • 25 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:04/10/2025

    Type:Billing 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.
    On April 5, 2025, I was charged for service i did not agree to or request. With options available for monthly recurring subscriptions, I pruchased a singly month of service for a higher rate than had I purchased recurring monthly service. the company charged me for a second month without authorization. I specifically selected a single month of service and they charged me for the same service twice.

  • Initial Complaint

    Date:03/24/2025

    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.
    i ordered the program from these guys for $99.99 had some issues with payment going thru then was charged twice. when i got my credit card statement i saw the charges and i reached out to customer service i was told that they had turned off auto renew but it was to late to offer a refund. This feels like theft to me.

  • Initial Complaint

    Date:03/18/2025

    Type:Sales and Advertising 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.
    I signed up for a free trial. I have the email stating I had one subscription for the website. I canceled the subscription, but I was still charged. I tried to reach out to the company and they told me I only canceled one part of the free trial. I only selected one part of this website. I have the email showing that I only signed up for one portion of the trial. I have the email from them stating I canceled, but they refuse to refund my money and will not answer any more of my emails. I have attached the emails showing I only had one subscription and their email stating that I did cancel the subscription.

  • Initial Complaint

    Date:03/06/2025

    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.
    I was charged for two services at $99 each. I received a cancellation email and requested multiple times for a full refund of $198 and for my data to be deleted. Both requests have been refused.

  • Initial Complaint

    Date:02/20/2025

    Type:Customer Service 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.
    I had a 7 day free trial for the subscription. I thought that was how I get the free trial when I filled out the information. The day I tried to cancel it on the last day of the trial, I couldn&#**;t do it. Every time I tried to cancel it, I couldn&#**;t cancel it. It is tricky. I would like to ****** the subscription.

  • Initial Complaint

    Date:02/19/2025

    Type:Billing 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.
    I cancelled this subscription 2 years ago and they continue to charge my card. Last year it was $20, I was busy and I let it go. Now it's $34.99 and I'm not going to let this go.

  • Initial Complaint

    Date:02/17/2025

    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.
    On 03/03/2024 I received the following message after they resolved a complaint about how Ultimate Guitar dos their billing:"We've issued a 33% refund, you will get it within 5-10 days. The auto-renew has been cancelled, no future charges will be applied. Your Courses subscription will be active until 2025-03-04."Fine. A year ago I agreed to their terms and was happy. I let the "Free" subscription go over by a few hours and they got me for it, but at least they helped resolve the problem and keep me as a customer. I expected the subscription to end on 03/04/2025 without any more interaction on my ******** it's (almost) one year later...My complaint is that now they just billed me again on 02/17/2025, not even a year later, for another year of service for $64.99. They refuse to give me a refund. I never thought I'd have to worry about it again, the email said I didn't. They will not budge, they only offered some partial refunds or reduced rates if I continued. However what they offer is little more than anything you can get with a discount code.I've gone back and forth with them now for several emails and they have no interest in making this right or resolving anything. All over some $65.Buyer beware, especially if you are a struggling musician.

  • Initial Complaint

    Date:01/09/2025

    Type:Product 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.
    Hello! So I subscribed to Ultimate-guitar (************************************************************) for a membership in 2023. I used the membership a bit, but didn't use it as much as I thought I would, so I had no intent to renew that membership once it was over. In the terms when signing up, it says ""You will receive an email notice approximately 30 days prior to the Renewal Date. The notice will let you know that your current subscription term is about to end and the Renewal Date when your subscription will be renewed and your account charged". To get the most out of my membership I was keeping it active in case I wanted to use it, but waiting to get this renewal email so I could cancel the membership before it auto renewed. Well I never received this email, and my account was charged the renewal of $64.99 in June (around the 13th). I reached out to their customer service on June 13th asking for a refund, as I never received this email and was never warned my account would auto renew. I then received an email offering up a few options ranging from being given additional free months to a 25% refund, but my request for a full refund was not an option. I quoted them their 30 day renewal email policy from their terms and insisted that I never received this email so I am looking to be refunded the entire amount of $64.99. I checked my spam folder as well but could not find it. They still refused the refund. I then asked if they were able to give me proof of when the renewal email warning was sent to my email, both time and date, and they did not reply after that. I sent 4 emails to this effect that all went unanswered. The 4th time I reached out and was ignored was August 21st, so I have spent over 2 months trying to talk to them and fix this situation. Online I see a ton of complaints that echo mine exactly, so I don't think my situation is unique. Any help would be much appreciated! Thank you!

  • Initial Complaint

    Date:01/07/2025

    Type:Product 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.
    I Subscribed to UG Pro on 12/26/2024 after receiving several emails offering me various purchase prices. At that time, I viewed the Songbook offer but did not select it. On 1/3/2025 I received a $59.99 charge for a Songbook subscription which I DID NOT purchase.Since they seem to be afraid to talk with their customers on the phone, I started an email which has resulted in UG not refunding my money while not providing valid proof of my request and authorization of the purchase. Date of experience: January 03, 2025

  • Initial Complaint

    Date:12/23/2024

    Type:Product 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.
    I cancelled this subscription via ultimate guitar app. However, without giving me notice, they charged me for an additional year. I contacted their support immediately and they are refusing to refund my money, even though I haven't used the service.

Ultimate Guitar USA, LLC is NOT a BBB Accredited Business.

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