ComplaintsforMusic & Arts

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged a $15.00 collection letter fee due to a late payment on my account. Despite updating my address and credit card information on the Music and Arts website, past due payment letters were still being sent to my old address. I was not notified via email about the missed payments. Complaint Details: To Whom It May Concern, I am writing to file a complaint against Music and Arts regarding an unjust $15.00 collection letter fee that I was charged due to a late payment on my account. Here are the details of my issue: Customer Account: My customer account number is #*******. Updated Information Ignored: I updated my address and credit card information on the Music and Arts website. However, despite these updates, the past due payment letters continued to be sent to my old address. System Integration Issues: When I contacted Music and Arts customer service, the agent acknowledged that their rental system is not integrated with their online system. This lack of integration prevented my updated information from being applied to my rental account. Lack of Communication: Additionally, I did not receive any email notifications regarding the payments that were not received by Music and Arts. This lack of communication further exacerbated the issue. Given these points, I believe it is unfair that I was charged a $15.00 collection letter fee due to problems with Music and Arts' systems and communication practices. I respectfully request that this fee be refunded to me as the fault lies with Music and Arts' outdated and inefficient system, not with me. I look forward to a prompt resolution to this matter. Thank you for your attention to this complaint. Sincerely, ******** ******

  Business response

  07/01/2024

  Dear ******** ******,

  I am writing in response to your concerns surrounding your rental. I apologize for any frustrations you may be experiencing. We do not email statements monthly however we do mail them if your account is past due. Your statements were mailed on the 16th of each month. You were aware of your past due balance during the conversation you had with one of our agents on June 3, 2024. You stated you wanted to make your payment in the store, the payment was never made. According to our records your credit card nor your address was updated online. As a one-time courtesy the $15.00 fee will be credited to your account. Please contact us at 1-888-731-5396 to update your mailing address.

  Thanks for your time,

  Jessica N*****

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They keep charging a monthly fee for an instrument that I am renting on a yearly basis for my daughter. I’ve overpaid by the $100s and when I stopped paying they filed a collections claim against me. Many people have complained about their shady dealings around children’s school rentals

  Business response

  06/10/2024

  Dear **** *****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. Per your contract you agreed to pay $40.28 monthly starting in June 2023, until your instrument was returned.  Your account is not with a collection agency and your credit card has not been deleted from the account. In order to process any refunds on your account you will need to forward a copy of your bank/credit card statement showing you paid for the renewal. You can email the statement to [email protected]. The instrument was returned today June 10, 2024; therefore, the billing will stop. You are responsible for the balance unless you can provide proof of the renewal.

  Thank you for your time,

  Jessica N*****

  Business response

  06/11/2024

  Dear **** *****,

  ****** ******* is not a collection agency, they are a company that mails customers a series of letters when they are past due. That CRA notice advises you to call Music & Arts for payment options. Your account is currently past due and being handled by Music & Arts. Please call us at 1-800-******** to make your payment.

  Thank you for your time,

  Jessica N*****

   

  Customer response

  06/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am not making any additional payments. You are trying to defraud me and have not addressed any of the facts or documentation in this case. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a viola for my son via the school back in 2020 it was returned to the store in Brandon, FL at the end of that school year. I recently received a call from a debt collection agency saying that Music and Arts is sending my account to collections even though the instrument was returned. I have contacted the Brandon store as well as the 1-800 customer service number and they have not helped to resolve my issue. It has been almost 4 years since I returned this instrument so I do not have a copy of the return receipt. I do not owe music and arts for this instrument that was returned to your store.

  Business response

  06/10/2024

  Dear ****** ********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. We have no record of your instrument being returned. I searched our inventory and there has been no movement since you rented the instrument in January 2020. We mailed statements to you every month from February to October 2020, at no point during this time did you reach out to us to advise your instrument was returned. The first time you contacted us in reference to you returning was in May 2024. Your account was sent to Kinum for assistance with collections in Oct 2020.  Unfortunately, without a receipt showing you returned we are unable to adjust your account for the return.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  in October of 2023, a friend told me she could not pay for her granddaughters clarinet at school. She asked if I would pay the balance for that school year. I asked a friend to call and make the payment for that year--it was approximately $90. I never thought about it again. I noticed in November of 2023 that I was getting a charge from this same company for $40 a month. I called and explained that that had been a one time payment--that I had paid one time and not offered to pay it for life. The company person just kept saying this isn't how it works but finally got from her that the clarinet had not been returned. I called the Grandmother who went to the school and found the instrument and got it returned two days later to the company. I called my credit card company. They found in agreement with me and gave me all my money back--but this company calls every day. I never signed anything--we just PAID A BILL! This company is out of control. Here it is May of 2024--again today--a guy called and said--this isn't how their business works--WHO ARE these people--Their business is no concern of mine--I paid them--I did not sign a contract--I did nothing but pay them and they are haunting me every day to pay for services not received and not wanted. I never signed a contract but the email said it was a 10 month agreement and it was paid.

  Business response

  06/03/2024

  Dear *** ********

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced. I can confirm your credit card is listed on the original contract for monthly and past due payments to be drafted. If you didn't give permission for your card to be used, you will need to press charges against your friend. As you stated in your complaint you have already been refunded the funds. Due to you receiving your money back via the chargebacks there is a balance due on the account. We are contacting your friend to collect this balance.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We rented a trumpet from Music and Arts via the school for our son to participate in the school band. At the end of the year we were instructed to leave the instrument with the music teacher, ******* *************** and it would be returned. We continued to receive bills from Music and Arts. I contacted ******* and Music and Arts several times to try and resolve since I did as instructed. After nearly a year they have sent my account to collections. I am attaching an email chain between ******* and M&A. As you can see the representative states he was aware the trumpet was waiting for pickup by an M&A representative in June '23.

  Business response

  05/15/2024

  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 that this account has been closed with a zero balance.

  Thank you for your time,

  Jessica N*****

  Customer response

  05/15/2024

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

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented an instrument for my daughter 8/12/2022. This instrument was returned at the beginning of the next school year, 8/14/2023. Music and Arts continues to bill me saying they have not record the instrument. I have tried to talk with the agents but they say I need to talk with the school. The school says I need to talk to music and arts. They just billed my other debit card that was not on file for the rental. I never authorized this account to be billed. There has to be someway to stop these payments from my account for an instrument I haven’t had for 8 months!!!! This company delivers to the school, the school handles replacements and fixes. The school then takes the returned instrument. Now I have no tracking on the instrument and they keep taking my money!!! Please help!!!

  Business response

  04/30/2024

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

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you may be experiencing. I have attached a copy of your contract for your review, please refer to number ten on the back, it states not to leave the instrument at the school without proper advance authorization from us. You are responsible for making the monthly payment until the instrument is returned to Music & Arts. I recommend looking for the instrument at the school, once its located call customer service at 1-888-731-5396 and they will provide you with return instructions. 

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Music and Arts regarding their unreasonable collection practices and refusal to cooperate in finding a mutually acceptable solution to my financial situation. Approximately 10 months ago, my wife loaned me a saxophone from Music and Arts to pursue my passion for music. Unfortunately, due to unforeseen financial hardships, I found myself unable to make payments on the instrument in recent months. To address the situation, I reached out to Music and Arts customer service on multiple occasions, expressing my willingness to return the instrument and negotiate a repayment plan to settle the outstanding balance. Regrettably, each time I contacted them, I was met with inflexibility and an insistence on full payment of the outstanding amount with no option for negotiation or compromise. Most recently, I received a letter dated April 19th, 2024, stating that the saxophone would be sent to collections within five days if I did not pay nearly $3,000 in full. However, upon contacting Music and Arts customer service to discuss my options, I was informed that the instrument had already been sent to collections, contradicting the information provided in the letter. Subsequent phone calls to Music and Arts only led to further frustration, as representatives consistently redirected me to the collection agency and offered no assistance or resolution. Despite my repeated requests to return the instrument and work towards a manageable payment arrangement, I was met with dismissive responses and a lack of cooperation. One representative even suggested that paying the full amount immediately would prevent my account from going to collections, further highlighting the inconsistent and misleading information provided by Music and Arts.

  Business response

  04/30/2024

  Dear ****** *********

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. Unfortunately, there was never a payment made on this account therefore your account was sent to *** for assistance with collections. You can discuss your return options with them directly at 1-888-********.

  Thank you for your time,

  Jessica N*****

   

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Instrument was returned to school. They kept charging me for years. They will not refund the money that was overpaid.

  Customer response

  04/24/2024

  Unfortunately, I no longer have the original contract, as the instrument was returned at the end of the school year in 2021. I also do not have proof of its return as it was returned in person to the school. The main issue is that they continued charging me when the instrument was paid off. There is no way to end the payments without proof of returning an instrument, even if you pay for that instrument 100 times over. The only documents I have are the credit card statements. I tried contesting the charges many times but the credit card did not take the dispute in their online system since I had previously done business with the company. I have been refunded some money from my credit cards for the payments since January.

  Business response

  04/25/2024

  Dear ***** *******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing with surrounding your rental. Attached is a copy of your contract for your review. You agreed to make monthly payments until you returned your instrument to Music & Arts or decided to exchange to purchase. Your contract clearly states not to leave the instrument at the school without proper advance authorization from us, please refer to number 10 on the back of your contract. Since your instrument is lost, we have taken the number of payments you have made into consideration and will close your account with a zero balance.

  Thank you for your time,

  Jessica N*****

  Business response

  05/20/2024

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

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. The information provided on the contract was provided by you. This is an online contract and has an eletronic signature. In your previous complaint you stated you received the instrument however you returned it. This doesn't make the contract fraudulent. The return procedures weren't followed. Since your previous BBB complaint you have issued several chargebacks with your bank which has created a balance due on your account. Please call us at 1-800-******** to make the payment so your account will reflect a zero balance.

  Thank you for your time,

  Jessica N*****

  Customer response

  05/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I understand how electronic contracts work, however this was not one that was filled out by me or on my behalf. There is no evidence that this is a contract I submitted (e.g. correct information, an ISP address where it was submitted from, etc.), and multiple indications that the contract was filled out after the fact.

  Again, I am going to point out that my address is listed incorrectly and that the credit card information is not listed on the contract. How would I have been charged without having my credit card information on the contract? The last four and expiration date of my credit card would be available to any of your representatives in the system. Further, there are no serial numbers or any other pertinent information about the instrument rented. 

  I did not sign any contract with you, and I sincerely believe the one that was submitted to the BBB was fraudulent. Your instrument has been paid for. I want the account to be closed and the reversed charges to remain reversed. I do not believe I owe you anything and I am not even fighting for the money I believe is owed to me. 
  
  

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A past due amount was sent to ****** ******* collections agency. Your phone representative at Music and Arts said that my account did not show an amount sent to collections, and was paid to date. This needs to be resolved with ****** *******.

  Business response

  04/09/2024

  Dear ****** *****,

  I am writing in response to your concerns surrounding your rental account with Music & Arts. I apologize for any confusion in reference to the letter you received from ****** *******. Your account was delinquent therefore you received a notice from ****** ******* however your account is now current. You can disregard the that notice. 

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a rental instrument from this company. The credit card i provided, was flagged stolen immediately. The new card was flagged stolen two weeks later. I paid my rental fees by check and in order to avoid inconveniences, called the Customer service, requested payoff amount and paid in full in May 2023. My rental account was closed and removed from their web site. Year later they started to bill me again, call me from their call center and refuse to provide any information, just demand payments.

  Business response

  04/02/2024

  Dear ***** ******,

  I apologize for any frustrations you may be experiencing surrounding your rental account. I can confirm your account is closed with a zero balance. A paid in full certificate has been sent to you. 

  Thank you for your time,

  Jessica N*****

  Customer response

  04/02/2024

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

*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. ↩