ComplaintsforMusic & Arts

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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*****

• 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*****

*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. ↩