ComplaintsforMusic & Arts

• 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,
  
  ***** ******

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Previously, I lodged a complaint (#********) regarding a billing discrepancy. For nearly 8 months since the inception of the contract, I was erroneously billed twice. Subsequently, in response to the complaint (#********), they assured me that the matter had been rectified, and the duplicate account canceled. Believing the issue to be resolved, I continued making my regular monthly payments of $29.23. However, to my surprise, I began receiving notifications regarding an additional charge of $29.23, of which I had no knowledge. Despite my inquiries, they failed to provide any clarification or details regarding this charge. Furthermore, they initiated the addition of collection and late fees, now demanding a total payment of $29.23 + $15 (collection fee) + late fee ($2.92). Following a conversation with the customer care department on 03/11, they agreed to waive the collection and late fees after acknowledging my consistent payment history. We mutually agreed that I would only be responsible for the original $29.23 charge. However, on 03/14, when I contacted customer care again, they denied any knowledge of the agreed-upon arrangement and are now insisting on a payment of $44.23. They lack proper documentation of customer calls or correspondence via email, which complicates issue resolution. This lack of accountability was evident during the initial double charge incident, where no action was taken until a formal complaint was filed.

  Business response

  03/14/2024

  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 duplicate order for account ******* was closed and you were refunded $146.13 on December 5, 2023. You have not been billed twice for account *******. This account is a rental and a monthly payment is due on the 29th of each month. You didn't make a payment in the month of January and your credit card was removed from ezpay at that time due to the chargebacks you issued. Please provide proof that you were charged twice so we research, you can email [email protected]. Please call 1-888-731-5396 to make your payment today and the collection fee will be removed.

  Thank you for your time,

  Jessica N*****

  Business response

  03/15/2024

  Dear ********* ****,

  Attached is the history of your account. The charge from January 2, 2024, is your December 29, 2023, payment, it takes several days for the charge to post to your account. The items you show from January 12, 2024, are the adjustments for the chargebacks you issued. You disputed your Oct, Nov and Dec charges. Please remit your payment of $44.43 to bring your account current.

  Thank you for your time,

  Jessica N*****

  Customer response

  03/19/2024

  Thanks ******!

  I just called them and they agreed to waive off collection fee. I made a payment just now for the month of January ($29.23) . Here is the confirmation code: ******

  Thanks a ton for your help. 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Paid $170 for guitar lessons on Feb 28, teacher was a no show and now won’t answer emails or phone calls. Won’t give me my money back

  Business response

  03/15/2024

  Dear ******** *** *****,

  I am writing in response to your concerns regarding your lesson account with Music & Arts. I apologize for any frustrations you may be experiencing. I can confirm you have been refunded $170.00 and your account is closed.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our daughter joined her school band and we entered a Rent-to-Own agreement, customer number #***********, with Music and Arts on 9/29/2021. They were the exclusive provider of rental services through the elementary school program. We signed a contract for 18 months, at which point we would own the instrument for a total cost of $599.99. However, it has been more than 26 months now and we have been charged over $1,000. We have been in contact with Music and Arts for six months via phone calls and e-mails with no results. At one point we were told that the instrument was upgraded, which triggered a new agreement and that we will need to pay until 2025 to pay for the exchange, which will be over $1,300 in total. This information is incorrect. The initial instrument that was provided to us was not in good working condition. Its screws kept falling out, causing the instrument to malfunction and disassemble frequently. The instrument was brought to the store for repair. The employee at the store made the decision to replace the inoperable instrument with a functional one. There was no request for a replacement or an upgrade. There was no awareness that the new instrument was any different than the old instrument, other than it was operational. At no time did we agree to modify the initial Rent-to-Own agreement. Again, the instrument was brought to the store to be repaired. The employee chose to exchange the instrument. Through the school program, this should not be charged to the renter and should not modify the rent-to-own agreement. Given these circumstances, we maintain that the original agreement is binding. In light of the above, we request that all further payments be suspended immediately and that the excess charges beyond the initial agreement be refunded.

  Business response

  02/28/2024

  Dear ***** *******

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you may be experiencing. Your original instrument was $460.00, and you exchanged to a more expensive instrument at $900.00. If you would like to keep the instrument you currently, have you will need to continue making your monthly payments until you decide to return or your contract bills to completion. In order to be considered for any refund you would need to exchange back to a lower priced clarinet. 

  Thank you for your time,

  Jessica N*****

  Customer response

  03/07/2024

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

  Hello Jessica N*****,
  
  Thank you for your response.
  
  After months of correspondence and hours of my time, I still feel as if I am not being heard.
  
  We brought my child's clarinet to Music and Arts to be repaired because the one we received through the Music and Arts school band program did not work.  
  The Music and Arts' employee is the one who made the decision that the instrument needed to be replaced. There was no discussion with the Music and Arts' employee about modifying the initial agreement. 
  
  Therefore:
  15. FRACTIONAL SIZE STRING POLICY does not apply.  This was not a "Violin, Viola, or Cello" and was not being returned for "a larger size student-level" instrument. The clarinet was brought in to be repaired because the one we received from Music and Arts was in such poor condition.
  16. RENTAL INSTRUMENT EXCHANGE POLICY does not apply.   At no time did we request or "...wish to exchange to another rental instrument." The decision to do so was not ours, it was the Music and Arts' employee who decided the instrument had to be replaced. Additionally, the choice of the replacement was not ours either, the Music and Arts' employee provided an instrument without indication of the value compared to the initial instrument. We simply took the instrument that was provided as a replacement, not an upgrade. I did not consent to modify the agreement.
  If the employee mishandled the transaction, then this is an issue internal to Music and Arts.  The onus is not on our family to manage and bear the burden of the consequences.
  
  While the offer to exchange the current instrument for a different one is appreciated, it would have been better received if it occurred months ago when I started to try and resolve this situation.  The additional hundreds of dollars we have been charged have had a significant impact on us.  The continued monthly charges have affected our overall financial stability, which has strained our family in many ways.
  
  Therefore, the possible resolutions I would be agreeable to at this time are:
  - Music and Arts complies with the initial agreement, refunding all additional charges and canceling any  future charge, or
  - We will return the instrument for a full refund, including all initial payments to now.
  
  Thank you for your time and attention to this matter,
  

  Sincerely,

  
  ***** ******

  Business response

  03/07/2024

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

  I understand your frustration. We are willing to work with you however the only option we are offering is for you to return the more expensive instrument and get the cheaper one. Once you have completed the exchange to the cheaper clarinet, we will refund you any over payments that were made.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello on August 2022 I rented a instrument for the school and the Instrument was fully returned to a Location here in Florida Kissimmee store specific and now I see is on my credi a debt of $800 affecting my credit Name is ***** *********

  Business response

  02/07/2024

  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 account was sent to ***** for assistance with collections, please contact them at 1-888-********. 

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was advised by school to rent an instrument online at Music & Arts in February 2023. I intended to rent for remaining school year (May 2023). Music & Arts website gives little information about rentals; does not detail that rentals are rent-to-own only. I made what I though was a 3 month payment. Continued to be billed but in April, my card became compromised and was replaced. In June, I called Music & Arts to pay the late remaining balance. I made a complaint about the lack of website information on rentals, but was brushed off as my error. In October 2023 I received a past due statement that I had no knowledge since they advised the instrument would be picked up at the school. And since no card was on file, Music & Arts continued to bill me by mail for the rental. I called Music & Arts to again pay the balance and inquired about a return. They advised again that the instrument would be picked up at the school. In December 2023 the instrument still had not been picked up. I called again and was then given conflicting information that they could NOT pick up at the school, that I still owed the newly accrued balance, and that I had to deliver the instrument to an affiliate store (18 miles away). In January 2024, I contacted Music & Arts again to pay the remaining balance due. I then made the drive, returned the instrument, and contacted Music & Arts once more to confirm a zero balance, and ensured they were notified of the return transaction. On 02/01/24, I received billing for February 2024. I contacted the affiliate store back, and confirmed that the instrument was picked up that same day (01/08/24). I contacted Music & Arts and was told the overcharge would be credited back to my card. I am still waiting for the credit. This company does not honor their advertisements. They're extremely difficult to contact by phone, and give conflicting/inaccurate instruction. I paid over $1000 for what should have been only $321 due to their misinformation.

  Business response

  02/07/2024

  Dear ***** **** ** *****

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you may have experienced. You have been charged for your monthly rental from March 2023 until December 2023 totaling $853.78. You weren't charged for your January 2024 invoice because you returned your instrument. There is no refund due at this time.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I originally rented a flute for my child through our school for his music program. This was probably close to 4 years ago. During the rental time we switched the instrument to a trumpet. We were billed monthly for this instrument and received it directly from the school. We kept it for several years up until last year when he decided he was not interested in band anymore. We contacted the local store and told them we needed to turn it in as we were finished using it. She said because we had had it for so long that we actually had a credit on the instrument and could keep it or come get another instrument as a trade. We decided to keep the instrument and donated it to the school for kids that couldn’t afford to rent or buy but wanted to join band. Now music and arts is contacting me saying I owe over $1400 for this instrument. Over the 4 years I had it I paid over $1400 for it. I was told it was mine and now they are trying to charge me and threatening law suit. They are also harassing family members by calling them looking for me when I had written them several letters with this information asking them to clear this up with no response. The lady that calls me had a very strong accent and is hard to understand on the phone as I am hard of hearing and this is why I wrote letters She calls everyone in the phone book with my last name talking to complete strangers about me and this issue and sharing information that is personal with them which is HIGHLY illegal. We have the call recorded. I tuned the instrument in to the school where I got it from as I was told it was mine to keep and I this needs to stop and be closed. If I didn’t have credit on my account then I was given bad information and that is not my fault. I did everything I was supposed to and they need to take it up with their store. I ask this to be zeroed out and closed and stop calling strangers because they have the same last name and sharing my child’s name with them!

  Business response

  02/07/2024

  Dear ***** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. New York is a rent-to-rent state and per your contract you cannot own the instrument you are renting. You didn't overpay on this account. You could have contacted customer service at any time, and they would have explained this to you. The balance is technically due however since you no longer have the instrument in your possession, we have made an exception and closed your account with a zero balance.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My son was taking Trumpet Lessons on Sundays and the teacher was not reliable and canceled or did not show for the scheduled lessons. My son had 13 lessons that were paid for but not used due to the teacher not showing and also us being charged after we requested cancelation. I started to expressed concern in April of 2023 to the manager at the time Edward W*******. I was told by Edward he would work on getting me a refund for the unused lessons. After several weeks went by with no update I again reached out and Edward again said he was working on getting a refund approved. Starting in June 2023 with no progress or resolution I started to email Edward to track our communication. Unfortunately Edward ignored the emails after the the first couple of emails. He did confirm he was working on a refund but stopped all communication after that. I continued to email through September with no response as well as communicated in person in regards to the refunds. I was just informed January 6th that Edward is no longer with the company. I than started to communicate with Molly who has been extremely helpful getting me information. Unfortunately she is bound by the larger corporation in regards to the refund and has been told of the 13 lessons paid for but not used they are only willing to refund 4. 8 of the 13 lessons were billed after my requested cancelation request with email documentation. None of the unused lessons were canceled by us and all were canceled or were no shows by the teacher (Doug) It is my understanding this was a known issue and several other customers have had or are having the same issue. I did ask if I could transfer the 13 lessons to another child wanting to take lessons. I was told that could not be done and I could not get a refund. At this point the resolution should be a full refund of money paid for lessons not received at the fault of Music and Arts. I do know I requested cancelation in May and my account was not canceled until July 27th. I was billed 6/12 and 7/10 after my requested cancelation request.

  Business response

  02/07/2024

  Dear ****** *******,

  I am writing in response to your concerns regarding your lesson account with Music & Arts. I apologize for any frustrations you may have experienced. I can confirm you have been refunded $455.00 to your credit card ending 1206 on January 31, 2024. Please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

  Jessica N*****

  Customer response

  02/07/2024

  
  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

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son rented a trumpet from Music&Arts during lock down. We pay a monthly via my credit card. At this point he has enough credit to purchase a new trumpet. When he called to set up the exchange we were told we would have to go into a store. We live in NYC and there are no stores in any of the boroughs. Nelson, the customer service rep was unable to assist and was unable to get us to a person who would answer the phone. In order to get a response we were supposed to receive an email with options. It has been a week, no response from "account resolution". The orignial transaction was done remotely (via post) and we have the original box- there is not reason we should not be able to do the transaction the same way. The only thing I can think of is the company is making a multiple of money on the rental... which is def expensive but it was all we could do at that time. Please advise.

  Business response

  02/14/2024

  Dear ****** *****,

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you may be experiencing. Our Customer Service supervisor has attempted to contact you to discuss your concerns. She left you a message on February 7, 2024, but unfortunately hasn't heard back.  At this time, you do not have enough rental credit to purchase a new Trumpet however once you bring your account current you can exchange to purchase and use your rental credit. An Educational representative will be reaching out to you to discuss your exchange options.

  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. ↩