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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Music & Arts has repeatedly refused to provide paper itemized detailed bills of recurring transactions. They also fail to notify via email or written statement of pending repeat charges. Due to this we returned the instruments and cut business with the company. However, the company keeps contacting our phone number after we have made numerous attempts to have us contacted. They have refused to provide any bill stating they do not have the ability to send one, and have threatened to continue to call until we pay. I was told today that unless I pay my balance the calls will continue and then they will go into collections or worse. I requested to know where they are calling form and the gentleman stated he is calling from California which I believe to be untrue. This company is operating using unfair business practices, refusing to abide by the freedom of information act, and relying on intimidation, harassment, and emotional distress as a means to collect balances they have no intent on validating.Business response
08/01/2024
Dear ****** *****
I am writing in response to your concerns regarding your rentals with Music & Arts. I apologize for any frustrations you may have experienced. For account 9361637 statements are mailed on the 6th of each month and for account ******* statements are mailed on the 26th of each month. Attached are detailed transaction histories for both of your accounts. We have record of both instruments being returned however they were returned after your June due dates. The balance on your accounts are correct as of today August 1, 2024.
Thanks
Jessica N*****
Initial Complaint
07/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
The Issaquah store has charged my credit card for future lessons I did not authorize, agree to or sign up for. A set of 4 lessons on 5.10.2024 for $152.00 and an additional set of 4 lessons on 6.22.2024 for $152.00. Originally, I signed up for a group of 4 lessons then for another set of 4 lessons. That was all. I attempted to reply to their email, but they have a no response system. I called them and told them I wanted a full credit of $304.00. They said they would speak with home office and let me know. When they called back, I was told the request was denied. I have heard nothing since. I have notified the bank to dispute the charges.Business response
07/29/2024
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. I can confirm you have received a refund via chargeback in the amount of $304.00 to your credit card ending ****. Please verify with your credit card company.
Thank you for your time,
Jessica N*****
Customer response
07/29/2024
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,
****** ******Initial Complaint
07/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
leased a viola from M & A. Left at our elementary school for pick up 6/30/23. In late August we were still getting rental bills. Went to school where I was informed that it wasn't turned in to M & A and it wasn't at the school. Called M & A to get a price on buying the lost used viola. Finally on 10/17/23 I sent a certified letter with the same request. I sent $254.11 on11/14/23 for july & august rental of 32.51 per month and 189.09 for the viola we had been renting for 2 years. I am still being charged a monthly rental since then. Please ask them to stop this harassment. We should not be paying for a lost viola that we paid for.Business response
07/18/2024
Dear ***** *******,
I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. I can confirm your account in closed with a zero balance.
Thank you for your time,
Jessica N*****
Customer response
07/25/2024
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,
***** *******Initial Complaint
07/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My daughter had a musical instrument rental through her school. The company in charge of the rental is Music & Arts 5295 Westview Dr. Frederick, MD 21703. The rental was returned by the school to the company in June 2024. The person who handles the deliveries and returns for the above company verified this fact. Even though it was verified by this person as returned the company refuses to acknowledge the return. They say I will continue to be billed for the instrument rental. If I don’t pay they will charge late fees and pursue collection.Business response
07/16/2024
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 with a zero balance. Please feel free to contact us at 1-888-731-5396 if you have any additional questions.
Thank you for your time,
Jessica N*****
Initial Complaint
07/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We paid for a school year rental for my child for a viola through his elementary school that uses Music & Arts. As seen in the attached record, it is a 10-month rental with July & August being "free". We paid for (1) school year upfront, so no money was due throughout the year. My son had his spring concert on June 4th, and after putting some thought into it, he was not interested in continuing it next year. We returned the instrument on June 10th, when his final class in school was done. All of this was done alongside my daughter as well, who's account was not charged for anything. Music & Arts is telling me that because we did not choose to renew our rental (which we also did not renew for my daughter either), we were billed $45 for rental for May-June. My contract was for the school year, 10 months with July and August free. My interaction with Music & Arts was awful, between discourteous customer service representatives and not having my questions directly answered with a clear explanation as to what I owe money for, it seems like an inadequate way to run a business model throughout the company. I will list the representatives information below. These representatives both advised me they would file a claim for an invoice forgiveness, but I was told it was denied, and again was given absolutely no legal/logical reason as to why. Ana T******* confirmed that filing a claim with BBB will be one of my only options to resolving this issue. Hector- 1-833-******** - Ana T******* "supervisor"- 1-888********* - ana.t*******@musicarts.com- I am simply looking to have the $45 charge 'forgiven' before it reflects negatively on my credit report, as I am in the process of buying my first home this could impact me in the near future. A refund of my rental ($188.14) would be a huge leap of faith for the company to make a redemption in my household. With having a marketing background, I know that word of mouth can have the biggest impact on a business. Thank you for your time.Business response
07/11/2024
Dear ***** *********,
I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. As a courtesy the $44.33 has been removed from your account. The account is closed with a zero balance.
Thank you for your time,
Jessica N*****
Customer response
07/11/2024
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,
***** *********Initial Complaint
07/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Paid for 4 music lessons at store with ***** ********** After 2 lessons she quit and moved. I asked the store if I could receive a refund for the remaining two lessons for $74.00 They said yes No refund ever appeared on my credit card, Called and asked again, they said a refund would be issued. No refund ever appeared on my credit card, Called and asked again, they said a refund would be issued. Finally went back into store and they said "the corporate office must have ignored the refund request, and now its too late, sorry"Business response
07/16/2024
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. I can confirm you were refunded $74.00 on July 10, 2024, to your credit card ending ****. Please confirm with your credit card company.
Thank you for your time,
Jessica N*****
Initial Complaint
07/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Beginning April 2020 I entered what was sold as a “rent to own” option. $40-50 month over the last 4+ years and money is still being taken for what was supposed to be a $1200 saxophone. Called in November and December waiting for a “call back”- never came. I became more consistent with calling for resolution (I want to own what we have and credit back what we overpaid). Numerous calls since February, promises of calls back, emails back, allegedly filing a “claim” for me, still no calls, no emails. When I said I was going to stop payment as I was at the end of my rope the representative said if I did that they would continue to try to collect including sending me to collections. Asked to speak to a manager/supervisor or even an extension to reach one, and they “don’t have numbers for them”. I am planning to get my lawyer involved to hopefully end this nightmare. DO NOT DO BUSINESS WITH MUSIC & ARTS- or GUITAR CENTER (where we made the agreement. Complete scam.Business response
07/11/2024
Dear **** ***********,
I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. Your contract is a rent to rent not rent to own however you are eligible to use your rental credit to purchase the same type of instrument. An email was sent to you on June 19, 2024, however we never heard back from you. Please respond to that email so we can assist you with resolving this matter.
Thank you for your time,
Jessica N*****Customer response
07/11/2024
Complaint: ********
I am rejecting this response because: that is NOT what was sold to me. They claim to have sent emails. I have received NONE. I even gave them another email to try, again nothing. I have been promised phone calls back from NUMEROUS customer service reps. I have received NONE. Customer service reps claim they have no access to transfer me supervisors. Check my call logs.
Sincerely,
**** ***********Initial Complaint
07/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
In about October of 2023 I had gone to the Music and Arts location in my area to inquire about music lessons for my 5 year old. I wanted to speak in person due to the circumstances regarding my daughter and her social anxiety and if they could handle a situation such as hers. She had a hard time speaking to strangers. They had let me know based on what I explained to them that they would take their time and let her gain a level of comfort. I let them know I wanted to see how it was going to go and if she made progress I would keep up the lesson assuming she enjoyed it and if no progress was made I wouldn’t be continuing the lessons. A few months went by and December 2023 I decided that there was zero progress being made and talked to the store about ending her lessons. They stated that she had two classes left for the month and I could reschedule them at a later date. I let them know that wouldn’t be necessary as the past classes had zero progress in developing anycomfort for her. A few months later I was looking at the card that I had used for her lessons and noticed I was charged for 3 months past the point of cancellation. Jan, Feb, and March 2024. This was now May 2023. I went to the store to inquire about these charges and the manager at the desk said she would contact IT check her attendance records, and if she hasn’t been there and what I said is true they would refund the charges. That would be one business day. I never heard back so I when again a week and a half later and spoke to someone new. The short story is after lots of phone calls back and forth I was told I would be refunded and I never was. I disputed that charges with my credit card and a few days or maybe a week later I was called by a collection agent to get me to pay for the lessons I had disputed. The dispute is still pending so I’m not sure why I’m even being contacted. I just want the three months of charges refunded as I don’t receive anything for them and had canceled her lessons.Business response
07/11/2024
Dear ****** *********,
I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your lesson account. I can confirm you were refunded $504.00 on July 03, 2024, to your credit card ending ****. Please allow 3-5 business days for your bank to process the refund. Your account was closed with a zero balance until July 5, 2024, we received chargebacks from your bank. Please contact your bank to stop the disputes since you were previously refunded. Once we receive notification from your bank the charges are no longer in dispute the account will be closed with a zero balance.
Thank you for your time,
Jessica N*****
Initial Complaint
07/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We rented a combination drum and bell kit for my son for the 2022-2023 school year beginning in September 2022. I picked up the instrument from their affiliate location, ************ ********* ******* * ****** ********* ***** ******* ** ***** **** **** ****** ******* ** ***** - and returned the instrument to the same location. I returned the instrument in June 2023 at the end of the school year; the staff member checked me in and gave me a paper receipt. I then checked my account which showed that I had no active rentals so I considered the matter closed. I then realized when going over bank statements in June 2024 that they had continued to fraudulently charge me 12 payments AFTER the instrument was returned for a total of $452.88. I immediately called the company to put a stop to these charges and be refunded. The associates (Carlos and Peter) that I spoke to told me that I wasn't even the first person that they had spoken to that MORNING that was having this same issue. After multiple phone calls they told me they had investigated and the affiliate location lied and said we hadn't returned it and the only record they had was someone with the same last name making a repair in March 2024 (we are the only Urbantkes in the state of Maryland) which never happened. We called our bank (USAA) at this point to file fraud charges for the stolen money from the 12 payments over the course of this year. Our bank told us that they were also using multiple business IDs to charge us to make stop payments more difficult. We have no active rentals in their system and have screen shots to prove that. Moreover they aren't even showing the payments in our account that they have been charging us.Business response
07/08/2024
Dear ******* ********,
I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. According to our records this instrument hasn't been returned. Please email proof of your return to [email protected]. We have all your payments posted to this account. All charges from us show up under Music & Arts not multiple company ID's. Feel free to contact the location where you returned and ask them provide proof of your return.
Thank you for your time,
Jessica N*****
Customer response
07/08/2024
Complaint: ********
I am rejecting this response because:I spoke with multiple employees (Peter and Carlos) who told me I wasn’t even the first person that they had spoken to this morning that had had this same type of fraud happen to them. BBB’s list of complaints about Music & Arts also shows that this is repeated behavior. You can see from the screenshots of my account that I have no rentals AT ALL.
The multiple bank IDs was information that was given to us from our bank, USAA, which is the military’s bank. Again we returned the instrument June 2023 to their location as instructed and the receipt was signed off on. We have no active rentals in their system and did not for the entire 2023-2024 school year. You owe us a refund of $452.88.
We are also filing with the Maryland Attorney General’s office.
Sincerely,
******* ********Initial Complaint
07/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I started an instrument rental agreement with *** ******* Music in September 2020 for a trumpet at a rate of $11/month for the 1st year and $44 per month for the next 4 years. The rental program was suggested by my son's school as children often change their preference of instruments (trumpet versus drums or saxophone, etc). In this agreement, there was a monthly credit card charge for the instrument rental fee. *** ******* Music was acquired by Music and Arts Instrument Rental in Spring of 2022 . Also my credit card expired and I needed to update the card information as minor details of the card changed (expiration date & a digit on the credit card). I called went to the local store and was advised to contact customer service. Customer service advised there were issues in locating the account due to the merging of systems. Customer Service would swear they had the information saved & the next month...it's lost in our systems. And every 2-3 months customer service would contact me stating a problem with processing the credit card (because they kept using the old numbers). I set up a routine of going to the store to pay for the instrument rental. I finally requested a quote to pay-off because each time the store had increasing difficulty pulling up the account in their systems. My last visit and payment in the store was February 2024. I've spoken with store managers, customer service and no one knows anything or can track down anything. If you ask to speak to a manager, "I'll put in a ticket to have 1 call you back". Now a collection agency (***** ***********) with very RUDE and unscrupulous people are calling me and my extended family members (publishing my personal info), pleading for someone to "pay them". I just want to pay-off this horrible account and be rid of this company. But of course now there's collection account fees of additional $400 added to the account. For an account that I have been trying to pay-off since March 2024!Business response
07/17/2024
Dear ******** ******,
I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. I can confirm the billing on your account is correct and matches your contract terms. Your account was sent to *** for assistance with collections. Please contact them directly at 1-888-********* They can provide you with a copy of your contract.
Thank you for your time,
Jessica N*****
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Customer Complaints Summary
351 total complaints in the last 3 years.
110 complaints closed in the last 12 months.