Complaints

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

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  Music & Arts

  7550 Teague Rd Ste 115 Hanover, MD 21076

  
• 

  Music and Arts

  3811 Evergreen Pkwy Bowie, MD 20716-2228

• 

  Music and Arts

  1388 Chain Bridge Rd McLean, VA 22101-3904

• 

  Music & Arts

  17903 Willie Rd Lewes, DE 19958-4210

• 

  Music & Arts

  4380 Summit Bridge Rd Ste 7 Middletown, DE 19709-9700

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:04/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 rented a percussion kit from Music and Arts in August of 2024. I called them to tell them we did not need the rental. This called was placed in August. They gave me a return number and Music and Arts sent someone to pick up the instrument. I received my September bank statement and I was charged the $42 for August (that was fine since we did have the instrument for a short time in august) and also for September. I got busy and did not call to inquire why. I assumed they would adjust. I got my october bank statement and they had charged me again. I began calling at this time. I was told they would stop billing me and also that they didn't see my instrument returned. I assured them it was. She looked again and saw our original percussion kit HAD been returned but that another instrument had been assigned to my account. I told her we never ordered another instrument. She said that someone must have accidentally put it on my account. I asked for a refund. She assured me she would "send notes and refund info" to a supervisor and hear back. I waited 7 days and called back. She told me a supervisor had reviewed but must have not seen the 2nd instrument was not supposed to be on my account. She assured me it would be fixed. Jump ahead several months and they still kept billing me and i called 7 times and each time they assured me it would be handled. One man told me he "took better notes" and I would receive a call. I never did. I could never speak with a manager. They said "that isn't the way it works." They assured me they were trying to find the instrument that was accidentally tied to my account before they could refund me MY money. I told them they illegal took funds from my account for a product I never got or signed up for. Months later..I still have not received a call or my refund. I have told my mom friends never to do business with them.

  Business Response

  Date: 04/24/2025

  Dear ******** *****

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. You were refunded $254.50 on April 18, 2025, to your credit card ending ****. I can confirm your account is closed with a zero balance.

  Thank you for your time,

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

  Customer Answer

  Date: 04/24/2025

  
  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,
  
  ******** *****r

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Instrument rent-to-own agreement originally signed in August 2021 with CIC, which was absorbed by Music & Arts when CIC was purchased in 2021. Agreement included a Repair/Replacement plan. Agreement was for 37 months, with the final payment due to be September 2024. In June 2022, brought instrument in for a minor repair (a single bent key). Was called a week later to come pick it up, they opted to replace it instead but did not explain why. However, when they replaced the instrument, the rent-to-own agreement was reset, even though the contract plainly states that "Terms, Prices, and all equity of the original contract remain in force with the replacement instrument." This error was discovered in January 2025, when a review of credit card bills showed that monthly charges occurred in October, November, and December. I called Music & Arts customer service, explained the issue, and was told the billing department would contact me. They never did. In February I was billed again and I called again, was told a supervisor would call me back. They did, they advised that the "audit team" would look at everything and call me back. They never did. In March, I contacted my credit card company and requested that the charges for Oct, Nov, Dec 2024, and Jan, Feb 2025 be reverse. I provided them all this information and the original contract, they have reversed the charges for Nov, Dec, Jan, and Feb. October is still in question because there might be a final $1 payment due for October 2024. I was billed again in April, this time for two months worth of payments, and disputed that charge as well. That dispute is pending. Contacted local store, they agree that there is an error, have submitted an "internal ticket" to have someone look at it, but cannot fix it themselves. Today received a past due notice for the first batch of disputed charges. Would like the contract error to be resolved, restored to the original terms, and my account closed.

  Business Response

  Date: 04/17/2025

  Dear ******* ******* 

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. The retail price of your instrument was $1309.00; you had paid $180.00 (6 payments) towards this amount when Music & Arts acquired your account in Feb 2022. That left you with a balance of $1,129.00, 37 regular payments and one final payment of $16.41. Your final bill was due in March 2025. Tax and REMP don't go towards the retail price. There was an exchange to a more expensive instrument which extended your contract terms however we are honoring the price of your original instrument. You have been refunded $73.70, and your rental account is currently closed, pending any additional chargebacks we receive. A member of our customer service management team will be reaching out to you to discuss and any additional concerns.

  Thank you for your time,

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

  Customer Answer

  Date: 04/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Before I am comfortable closing this as accepted complete, I need a final billing statement indicating that the original contract is considered settled/paid/closed and that no further efforts will be made to collect money.
  
  As an aside, and the root of the problem: There was no exchange of the original instrument, and thus should have been no extension of contract terms. I dropped the instrument off for a repair, and your shop chose to replace it with an identical instrument under the REMP instead of repairing it for reasons that were never shared with me. I never signed anything purchasing a new instrument or exchanging for a more expensive instrument. 
  
  Sincerely,
  ******* ******

  Business Response

  Date: 04/18/2025

  Dear ******* *******

  Attached is your paid in full letter.

  Thank you for your time,

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

  Customer Answer

  Date: 04/21/2025

  
  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,
  
  ******* ******

• Initial Complaint

  Date:03/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Music & Arts instrument rental timeline: 9/24/24 initial rental; offered at $15.99 per month for 2 months, but it would go up after initial 60 days, so opted for yearly rental at $185.53 for flute. CC billed for $185.53 10/15/24 instrument exchanged at the store; was told no extra upcharge, the only contract provided shows current balance -$0; total account balance - $0. 11/8/24 – my cc was billed $75.70, which I did not notice it immediately or until 11/19/24. 11/18/24 – instrument returned after calling the store and asking what is their yearly early return policy ( I was told that it would be prorated to monthly rental at about $40-$45 per month). I was given 888-******** number to call regarding the refund after rate is pro-rated. 11/19/24 – contacted 888-******** number and was told that around $80.53 will be refunded from $185.53 amount and they could not explain what the $75.70 charge from 11/8/24 was for and said that it’s not an actual charge, just pending and t will drop, which was not true. 1/2/24 – I contacted Music & Arts at 888-731-5396 and asked what my final charge was for the 2-month rental and after some calculations with pro-rated amount, the pro-rated instrument exchange amount, forced monthly insurance, taxes fees and etc I was told it’s $119.40, so almost $60 per month from initial $15 per month. My cc actual billed amount: $185.53 and $75.70 = $261.23 Prorated amount billed for 2 months - $119.40 (as calculated by Music&Arts) Difference due back to my cc - $261.23-$119.40 = $141.83 This $141.83 was disputed with my *** because Music and Arts would not refund this difference that they calculated themselves, but now in March, 2025 they are trying to collect the disputed $141.83 again and threatening to impose penalties.

  Business Response

  Date: 04/02/2025

  Dear ****** *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. I can confirm your account is closed. You received a refund via a chargeback in the amount of $141.83 in addition to a refund of $14.91 to your credit card ending ****.

  Thank you for your time,

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

  Customer Answer

  Date: 04/03/2025

  
  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,
  
  ****** *******

• Initial Complaint

  Date:03/04/2025

  Type:Billing 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.

  I've been renting a trumpet from Music & Arts for 41 months. The rental agreement allows us to accrue credit that can be used to purchase/exchange the instrument. According to their website, it takes about 36 months to accrue enough credit to own the instrument. I've been trying now for 5 months to complete this purchase/exchange. I've called their customer support numerous times. The first time I called was in September. They said they needed to ask a manager and that I would receive an email within 10 days. Nothing ever came. The second call I was told I needed to go to an affiliate store 30 miles away to do the exchange. I contacted the affiliate store and they were adamant that they could not help me. I called customer support again. They promised they would talk to their manager and call me back the next day. No call ever came. Finally, on my fourth attempt, the customer support rep emailed her manager while I was on the line and cced me which led to a response, and eventually, in December, I was redirected to the correct department and got an email from a Victoria Trzaska asking me to confirm my address and the serial number of the instrument, which I did. Another entire month passed before I received a response, and only after several follow up emails from me. Her email asked me to choose an instrument for replacement. I immediately replied back with two follow-up questions about the exchange process and condition of the exchange instruments. I have received no response. It has been more than a month now. I've sent a follow up email every week to no avail. In the meantime, they continue to charge me every month for the rental. I believe the company is ghosting me so that they can continue to charge me rental fees instead of doing the exchange. This is my final attempt to get a response from the company before I file a dispute with my credit card to stop the monthly charges.

  Business Response

  Date: 03/11/2025

  Dear ***** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for the frustrations you may be experiencing surrounding your rental. I can confirm you were refunded $30.26 to your credit card ending 1001 on March 6, 2025. Please allow your bank 3-5 business days to process. You were emailed instructions on your exchange and how to return your current rental.

  Thank you for your time,

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

• Initial Complaint

  Date:03/03/2025

  Type:Billing 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.

  I reached out to ask for assistance with waiving late fee if i paid my account in full. One rep said yes then when i called back they said no. I have been on unpaid medical leave for 4 months. I reached out to the school to remove my child from band as i was unable to pay if I’m not getting paid and they refused.

  Business Response

  Date: 03/04/2025

  Dear ********* *******

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustration you may be experiencing surrounding your rental. I can confirm the fee was removed when you made your payment yesterday March 03, 2025. Your account is current, and your next payment is due on March 19, 2025.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:02/21/2025

  Type:Billing 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.

  02/20/2025 Theyb took it upon themselves to charge my account 104.54. The reason they have my card info is because they had to give me a refund where they had charged my card for an account that I do not own. My daughter purchased a trumpet from them and did not have the 5.00 to pay so I paid the lady said my account would not be charged then she took my daughter card information but then I found out they had charged my card for 3 months I canceled that card, then my daughter gave them her card information and they told me they need my card information to refund my money this was back in November 2024. Then check my bank info and I see where they made a charge never authorized them to use my account was told that was my refund was made my card infor would be removed from there system sent them paperwork showing them the account was transfrered to my daughter so i would get no bills and charges. Then to day they deide to use my debit card without my consent I wat a full refund Plus 255.00 more because the money they took was part of money that i had in account for ***** turck for and for helpers for Saturday February 22, 2025 because I have to move out the houser I am in. Which in turn I had to borrow 104.54 plus for my gas, pain and suffering of having to drive for 2 hours to borroe money 2 hours back just to borrow 104.54 to put in my account for uhaul. Which they did not have my consent to with draw in the first place I want my information plus my card information removed from their system want check mailed to me in the amount of 359.54 because they will not get my card information for a refund. I WANT A FULL REUND IN THE AMOUNT 104.54 PLUS 255.00 TOTAL REFUND IN FULL FOR 359.54. There account is with ****** ****** not ****** ******

  Business Response

  Date: 02/25/2025

  Dear ****** ******* *******

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. Please have ****** ***** call us to make the payment of $104.54. Once she has made the payment, we can refund you the $104.54 as a courtesy.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Approximately 9 months ago I purchased a **** ******** tenor sax mouth piece. it was too big so I wanted to return it. It took two months just to get an address that I could return it to and another month to get an ra number. I returned the piece and have been waiting for almost six months to receive a refund. I spoke to the same person at least six times. He was full of apologies but with no results. He never returned any of my calls . I always had to call him. The last time that I spoke to him he assured me that he was going to push this up to upper management. I have yet to hear from anybody. I've dealt with WW&B for years and never had a problem. Music and Arts still owes me 450.00. Your reviews are horrible and I can see why. It's been so long that I now can"t even find my order number but Im sure you have it all on file.Please make it right.

  Business Response

  Date: 02/19/2025

  Dear ******** * *******

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your order. I can confirm you were refunded $479.81 to your credit card ending **** on October 3, 2024. If you have any questions or concerns regarding your refund, please reach out to your bank.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 02/24/2025

  Complaint has been resolved. Thank you

• Initial Complaint

  Date:02/07/2025

  Type:Billing 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.

  I signed my boys up for lessons in the first week of Oct. 2024. The day I contracted I wanted to sign both boys up but was told I had to wait to sign up one of my boys because he needed to have his trial lesson first. I asked if I waited would there be space for lessons for both boys on the same day around the same time with the correct instructor and I was told yes. He signed up one child and not the other on Oct.1st. Oct.5th was the trial. went to sign up. I'm told by a different employee the instructor does not have any slots available and there is no one else that teaches the instruments we need. I advise what I had been previously informed. The employee tells me the only way to get the lessons with the correct instructor is to wait until next month for the first lesson and they will put us on Sat. I agree. We can go ahead and register to hold their spot and start in Nov. Nov. 2nd boys had their first music lesson. According to the terms and conditions provided by music and arts "After purchasing your first lessons package, your subsequesnt lesson tution will be billed 22 calendar days after your first lesson." Instead I was charged on 11/4 and 11/12 just 2 and 10 days after the first lesson. I brought this to the attenetion of the Manager as soon as I realized and he stated mistakes were made by employees and he would contact customer service to get me a refund and get the billing corrected. When the manager followed up he stated that they could not issue a refund and they would change the dates. I was ok with that because the boys would just use the lessons later and the billing dates would get cleared up and in sink going forward. That did not happen. The billing has cont. to be off every month. Now they took away the lessons from the first month for one of my boys saying that we only had 90 days to use them and they never told me that previously. They messed up the registration, billing, and everything. Yet won't refund my money or render services paid for.

  Business Response

  Date: 02/19/2025

  Dear ******* *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your lesson account. You have been refunded for all remaining lessons in the amount of $117.00. The store Manager has attempted to reach you to discuss, please reach out to him when you have some free time.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 02/19/2025

  
  Complaint: ********
  
  I am rejecting this response because: While the local store finally gave a partial refund after many request for a refund starting on 11/9/2024. I am due a full refund. The partila refund issed after I filed this complaint does not absolve you from owing a legimate full reson for both students. You refunded 3 sessions. I was over charged in November for 4 sessions for each child. You all took the sessions off one childs account after saying I would be able to use them but you could not provide a refund initially. Why you chose to only refund for 3 session on the other account is unknown. The "manager" in the store had fixed this correctly when I first spoke to him on 11/9/2024 this would not still be going on. Based on the terms and conditions I was over charged and due a refund. Now to not get the seeions or the refund is theft. I talked to someone in that store and on the phone every week until this point. I have been lied to and stolen from and my boys don't get to continue their lessons. Nico and Nate both admitted that I was done wrong by the employees in store and the policy terms and agreement were not followed. Knowing that I should be given my full refund from day one and even more so now. You can not take someones money and never provide the promised service.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/25/2025

  Dear ******* *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your lesson accounts. After reviewing your accounts, you were refunded $312.00 on February 21, 2025, to your credit card ending ****. Please allow 3-5 business days for your bank to process the refund. Both accounts are closed with a zero balance.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:02/07/2025

  Type:Customer Service 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.

  Ordered clarinet reeds that weren't delivered. 40.11 charged on 1/16/2025. Today is 2/6/2025. I have tried to contact music and arts by phone two times. Was on hold more than an hour each time. No one answers. Emailed more than 24 hours ago. No response. Wish to receive product or refund and communication with company how this will be resolved. Thank you.

  Business Response

  Date: 02/11/2025

  Dear ******** *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustration you may have experience surrounding your order. I can confirm your order was delivered on January 21, 2025. Per UPS they met customer at the door with the item at 7:26pm, tracking number ******************. 

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:01/31/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Music and Arts sold me an insurance policy to repair an instrument they sold us "used". This cello was also damaged but I was assured it could be repaired. Once sent off and not receiving calls for the situation, I returned to the store to inquire. I was told it could not be repaired, they refunded the insurance policy, however we were still left with an expense to replace my sons cello. We moved to a different company for his new one. My other child rents a trombone from here still. I have auto payments set up and have never missed a payment. In December, my card was compromised. I needed to change the payment once the new one arrived. I went in store and they said they could not process a new card/change or take payments. They said I would need to do this online. The store created my account for me years ago, however so I did not have access to adjust anything online. I followed all steps to include change/create etc. I was told the website was not done being built and it was not possible. So the store would not take my payment or amend the card, and now the site which they require you to adjust your payment on is incomplete? Make this make sense. As a consumer and long time customer to this store, imagine my shock when I received a COLLECTION notice this week! For $64 after being robbed and misled for 1,000s! I will be finding a new company and expect a refund for the damaged instrument.

  Business Response

  Date: 02/13/2025

  Dear *** ********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you have be experiencing surrounding your rentals. As a courtesy we have credited the $20.00 in fees to your Trombone account. The IMA on your cello rental was canceled and refunded to you via a refund check ****** int he amount for $206.90. Please contact our customer service department at 1-888-731-**** for further assistance.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 02/14/2025

  
  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,
  
  *** ********