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BBB Accredited Business since
Phone: (877) 856-4187 22521 Avenida Empresa #113, Rancho Santa Margarita, CA 92688 View Additional Web Addresses
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This company offers the retail sales of piano instructional material and software.
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A BBB Accredited Business since
BBB has determined that Hear and Play Music meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Hear and Play Music include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMr. Jermaine Griggs, President Ms. Andreka Lewis, Complaint Handler
Number of Employees
Music Instruction - Instrumental
Alternate Business NamesInfomind Inc
22521 Avenida Empresa #113
Rancho Santa Margarita, CA 92688 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: During a purchase of the 300 page workbook, I received an option to sign up for one free month of Gospel Music Training Center. I declined the offer, but was somehow signed up any way. After the unwanted free month was over, my bank account/debit card was charged $37 for the next month. Even though I used PayPal to buy the 300 page book, Hear and Play charged my bank directly instead of going through PayPal. As soon as I saw the charge, I went to their cancellation page and attempted to cancel the GMTC membership. I then called the company, but was never connected to a person. I then filled out a problem ticket on their site asking for a refund for the unauthorized charge, but I only received instructions to cancel the subscription. When the third month came around, my bank was charged AGAIN! I double checked the previous cancellation confirmation email, and found that it was for the wrong subscription. I cancelled again, verified that the confirmation was for GMTC, then submitted another ticket. Now after three weeks of correspondence on a second problem ticket, they have repeatedly offered to cancel the account for me—even though I have told them multiple times that I have already done it—and they have skirted the real issue of the two unauthorized charges totaling $74. In their most recent reply, they claimed that I paid $2.97 for the "free" subscription—I have PayPal receipts proving that I only paid for the 300 page book—and have offered a refund if I return the yours-to-keep-no-matter-what bonus materials. Their wording was not clear, but it seems that they are only offering to refund the fictional $2.97 instead of the real $74.
Desired Settlement: Plain and simple, I want a refund. Their system 1) billed me for an unwanted product that I never used, and 2) failed to unsubscribe me after the first charge.
Business Response: The customer purchased the 300pg Book and was then offered a promotion to join the Gospel Music Training Center for a $2.97 fee. The payment of the $2.97 fee started the subscription which has a $37.00 payment that is automatically taken out once a month from the card that was used to make the original purchase with. The customer was not aware of the existing subscription and wanted a refund. The customer was very upset with the billings and was given a full refund for both months of the subscription and a refund of the $2.97 fee. The customer is now satisfied.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 10194047, and find that this resolution is accurate. I consider this complaint resolved.
Problems with Product/Service
Read Complaint Details
Complaint: I was mislead by advertisement of product...and when I requested my money back I've received a run around. I have left several telephone messages but no one responds back. The email response has been ineffective.
Desired Settlement: I would either like the product that I purchased or a refund.
Business Response: This case has been resolved. I spoke with the customer and solved the complaint back in early January. The customer is ****** *********, did not like the course and tried to contact us about it but was not able to since we were closed on . I spoke with her shortly after and provided her with a refund and offered her an additional course. I made sure that she was satisfied and was no longer upset with us. She needed a few days to decide which course she wanted, she chose a course over the phone with me on . The customer is now satisfied and has no further complaints