Complaints

This profile includes complaints for Music & Arts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Music & Arts

  7550 Teague Rd Ste 115 Hanover, MD 21076

  
• 

  Music & Arts

  5295 Westview Drive, Suite 300 Frederick, MD 21703-7159

  
• 

  Music & Arts

  7839 Maltlage Drive Liverpool, NY 13090

• 

  Music and Arts Center

  762 Rt 17 N. Paramus, NJ 07652

• 

  Music & Arts Center

  12274 Rockville Pike Ste K Rockville, MD 20852-5600

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have rented a saxophone through Music and Arts and have attempted to renew my annual rental four separate times by calling customer service. I have attempted to go to the store, but was told I can only renew by calling. I have been on hold for more than four hours today and waited more than an hour three other times on hold. Music and Arts has charged my credit card for a monthly fee for not renewing; however, I have attempted many times. You need to be able to renew online, in store, or have someone answer the phone.

  Business Response

  Date: 07/02/2025

  Dear ********* ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. **************** will be reaching out to you to discuss renewing your contract.

  Thank you for your time,

  ******* ******

• Initial Complaint

  Date:06/30/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented from this place
  I’ve been trying for days to reach customer service
  One day I was on hold for over 7 hours another day over 5 hours hold. I went to the store they said they couldn’t help me. I need to get in contact with them to renew my rental but since I can’t get in contact with them they are now charging my credit card for a monthly payment with is more than double the monthly rental. This is not how you do business

  Business Response

  Date: 07/01/2025

  Dear ***** *****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental and our hold times. A member of our customer service leadership team will be reaching out to you to discuss your accounts. Again, I apologize, and we will get your issues resolved promptly.

  Thank you for your time,

  ******* ******

   

   

  Customer Answer

  Date: 07/02/2025

  
  
  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

  Date:06/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/17/23, I rented a bell kit from the ****** store. I returned 06/23/25, having just just realized I was still being charged a monthly rental fee. I made 23 payments of $29 each plus the initial $14.99 for a total of $681.99 on a kit listed at $544.99. I was shocked to learn I had 11 more payments due and didn't yet own the kit. I DID NOT SIGN A RENTAL AGREEMENT WITH THESE *****. My rental agreement was largely blank, indicating only my initial payment, $29 monthly payment, and $9 monthly LDW. Further, on the day of rental I was told my payments went toward purchase of the instrument, nothing more. The employees at the store last week were surprised and indicated the contract should have been complete. I know now I should have received an email with the terms, as well. I NEVER RECEIVED THIS EMAIL. Such an email does not show up by searching store name or sender and is not in my archives. A customer service rep indicated she couldn't elevate my concern and could only send the additional terms. She did, and it did have all the terms that CLEARLY HAD TO HAVE BEEN KNOWN at the day of rental in order to calculate my monthly payment YET WERE NOT INCLUDED in my contract. Further, it does not indicate on my contract that the "further financial information" to be provided would be part of the contract I signed. Finally, even IF I had received the email, per customer service, it was emailed 6/23/23, which was day 7, not leaving time to cancel the contract without penalty. HAD THE ***** BEEN DISCLOSED, I WOULD HAVE OPTED TO PURCHASE instead. A week ago, I sent a request to be contacted through the website, have called customer service and left my number, as has the store, and neither of us has been called back. Calling again later, customer service refused to elevate my concern. I had NO reason to know I would pay $1,300 before I would own a $545 instrument. I have overpaid $167. I should be reimbursed but would settle for contract termination and ownership of the kit.

  Business Response

  Date: 07/03/2025

  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 have attached a copy of your supplemental letter which outlines your terms. You have not made all of your payments to own this instrument. If you wish to discontinue making payments your instrument would to be returned prior to July 21, 2025, I am not showing your instrument returned as of June 23, 2025, you previously stated. You do have the option to receive a discount and pay your account in full within 10 days of today July 3, 2025, your early payoff amount would be $244.69.

  Thank you for your time,

  ******* ******

  Customer Answer

  Date: 07/11/2025

  
  Complaint: ********
  
  I am rejecting this response because: The response provided no direct response to my concerns, rather providing generic information, including information I stated in my complaint that I already had/knew.
  
  Sincerely,
  
  ********* *****

  Customer Answer

  Date: 07/11/2025

  Music & Arts is attempting to hold me to terms of a contract that I did not agree to. These terms were not disclosed verbally at the time of rental and were not in the contract I signed the day of rental (as most information was left blank). Though they indicate additional terms were sent seven days later, I never received these terms. Further, although the contract says additional information would be sent within seven days, the contract I signed never indicated the additional information would be part of the contract, nor did the contract contain any information (such as, that the instrument would be rented at whatever the current **** was or that any fee was part of the stated monthly payment) that would lead me to believe I was renting the instrument on terms other than what was available to me at the time, namely the published price of the instrument and the employee's statement that payments went toward the purchase of the instrument (and nothing more). I am NOT submitting this complaint because I didn't read the terms carefully and now regret my decision to rent. Rather, I did not know the terms because they were not disclosed, and had I known them, I wouldn't have rented, I would have purchased the instrument. Had Music & Arts completed my contract at the time of the rental and had I received the additional terms, I would be bound by them. However, in this specific instance, these things did not happen. This is not a complaint about their general process that would be applicable to all renters, this is a complaint specific to my circumstances. Mistakes were made at the time of the rental, and for reasons I can only speculate about, I didn't receive the additional information by email (presumably, either because they weren't sent or because of a fluke of the internet and they never landed in my inbox). I recognize these as simply mistakes or flukes and expect they will recognize them as such, releasing me from the contract AND letting me keep the instrument, because everything I knew within the first week of rental (when I could have ended the contract without penalty) indicated I would be done with payments by now and own the instrument. 

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered the following French Horn mouthpiece from this company in Dec. 2024 and it never arrived. Attempted to call and email, no response until March 6, 2025. I spoke with **** @ ext. **** who assured me a refund check was in the mail. It never came. Company does not respond to emails or pick up phone calls. Went to social media pages to contact and customers are reporting the same concerns with the company. I am seeking a full refund. I had to order the mouthpiece from another company for my son.****** G Series Classic American Shank French Horn Mouthpiece in Silver 725G Item #******* Model #************* $89.001$89.00 1 Item(s) Subtotal$89.00 ShippingFree Tax$7.32 Order Total$96.32

  Business Response

  Date: 07/01/2025

  Dear ****** ****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your order. I can confirm you were never charged for this order because it was canceled. Please forward a copy of your bank statement showing this charge posted to ******************************* and we will review for a possible refund.

  Thank you for your time,

  ******* ******

• Initial Complaint

  Date:06/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son had to rent a trombone through Music & Arts for the last 2 years. He decided to drop band so I took the trombone back to the ******* Tx location, I was told that it was good to go and his printer was not working for receipts nor did he offer to email me a reciept. Then the next day I received a message hone call from them saying that I had unpaid fees. I am not sure how I would have fees if the person had told me the day before I was good to go and didnt owe anything.

  Business Response

  Date: 06/30/2025

  Dear ******* ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. You have a balance for your May 24 invoice, the credit card on file was declined. You returned your instrument after May 24 therefore the balance is due on your account.

  Thank you for your time,

  ******* ******

• Initial Complaint

  Date:06/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter rented a clarinet from them via the school prior to COVID. When the school returned, she no longer took music. The clarinet was never returned to Music & Arts but I didn't realize what happened until I saw an alert on my credit report. There was a $1,000~ collections item. When I called they said it was for this company and a rental instrument that was never returned. For almost three years, I've tried to figure this out. I event went to their ****************** with the instrument last March and tried to return the clarinet. They wouldn't accept it. Since then, I've tried the collections organization again. They, said I had to get permission from Music & Arts, agree to the rental fee version purchase of the instrument. And, then Music & Arts needed to email them to cancel the outstanding debt. I have not heard back and the item is still dinging my credit report. I'm more than happy to pay them for the fees added up but I'm not paying $1,000 for an instrument that ranges from $200-$500. And, I can't resolve anything if the company won't call me back.

  Business Response

  Date: 06/30/2025

  Dear ***** *********

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustration you may be experiencing surrounding your rental. Your account was sent to ***** for assistance with collections. Your account has been with ***** since April 2021; therefore, you will need to contact them directly at ************ or ************.

  Thank you for your time,

  ******* ******

  Customer Answer

  Date: 06/30/2025

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

  I've already spoken with the collections team. They have asked me to get back in touch with Music & Arts so I can return the instrument. And, then figure out the rent due and only then will they remove the account from collections. No one from Music & Arts will return my calls or emails so I can find out the rental price and then return this instrument that we do not need, nor want.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 07/01/2025

  Dear ***** *********

  Once your account is sent to *****, Music & Arts is unable to discuss your account info. You must pay ***** directly for your account to be closed. Someone from ***** will call you to discuss.

  Thank you for your time,

  ******* ******

   

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a saxophone from Music & Arts in August 2023 through our sons school band program. After two years of use, my son decided to discontinue playing the instrument. Beginning in April 2025, I received multiple phone calls from Music & Arts outlining our options for purchasing the saxophone, including credit we had accrued over the rental period.After deciding not to purchase and instead return the saxophone, I attempted to contact Music & Arts using both the phone numbers and email addresses that had previously reached out to me. Despite making repeated attemptsapproximately a dozen emails and phone callsI was unable to reach anyone. I also checked my online account but could not find any clear instructions on how or where to return the instrument.Because the instrument was rented through the school program, it was unclear whether the return should be handled through the school or a retail location. With no guidance and after considerable time spent trying to reach someone, I eventually drove to the nearest Music & Arts retail store to return the saxophone.I want to emphasize that I made every reasonable effort to return the instrument in a timely manner. After hours on hold and repeated unreturned messages, I took the step of locking the credit card associated with the rental to avoid being charged further for an instrument I was actively trying to return. I do not believe I should be held financially responsible for additional rental charges under these circumstances, as I acted in good faith and made every effort to follow the appropriate return process.Unfortunately, today I started to received multiple phone calls from a phone number that says something about collections. This is aweful that they want money, however, they are not interested in respectable customer service.

  Business Response

  Date: 06/19/2025

  Dear ***** ********,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. The balance of $51.72 has been credited and your account is closed with a zero balance.

  Thank you for your time,

  ******* ******

  Customer Answer

  Date: 06/20/2025

   
  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

  Date:06/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife purchased a special 4 lesson package for my birthday in hopes of me wanting to get back into piano lessons. I wanted to try it out for the 4 lession package, but didn't agree to do more. When the sessions were setup, I informed them that I wouldn't be available for the 2 of the first 4 visits and that we needed to spread them out. They told me that was fine and to go ahead and get the account setup. I even had to pay a $30 registration/setup fee on top just to take the 4 lesssons. I have now used 2 lessons and still have 2 to go and they charged me for the next month. Had I known this was going to happen, I would have waiting to setup the 4 classes within a month I could do all 4 before agreeing to continue.This is really shady business practices. I'm requesting the $152 and the $30 registration fee back just because of the hassle and time I've had to put in now. And now I don't even want to do piano lessons anymore. Really great experience.I just wanted to do pay as you go and buy a few sessions at a time, but I was informed today that they don't even do that, that you have to pay the monthly sub to continue with lessons even if you don't make it to them all.

  Business Response

  Date: 06/30/2025

  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 your account is closed and you were refunded $152.00 to your cc ending **** on June 19, 2025. The registration fee is nonrefundable.

  Thank you for your time,

  ******* ******

  Customer Answer

  Date: 06/30/2025

  
  
  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.

  Thank you for your time and efforts on this.

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

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been desperately trying to cancel our rental order. I have called costumer service over and over and messaged through the website several times and have not been able to get in contact with anyone for weeks. We have gone to our local store and called them on separate occasions where different associates have said we have to cancel orders through the customer service number which we have been doing and cant even get past being on hold to speak to anyone. I am so disappointed with this company. It should never been this difficult to cancel an order of any kind. I am a day or two away from being charged for something we no longer need or want and we dont even have the instrument yet.

  Business Response

  Date: 06/12/2025

  Dear ***** *****,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may be experiencing surrounding your rental. Someone from customer service will reach out to you to discuss canceling your order.

  Thank you for your time,

  ******* ******

  Customer Answer

  Date: 06/12/2025

   
  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. The representative reached out and apologized for our struggles to get our problems resolved and explained how busy theyve been. She was very kind and professional. We are relieved that she was able to help us. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son rented a band instrument through this company for school. We were instructed to return the instrument to a designated location, where it would be picked up by the company. I followed their instructions and returned the instrument to the specified location. However, the instrument is still sitting there, and the company has not picked it up.
  
  Despite returning the instrument, my credit card continues to be charged monthly for the rental. I have made multiple attempts to resolve this issue by calling their customer service line, but each time I am placed on hold for extended periods—often up to an hour—without ever reaching a representative.
  
  This has caused unnecessary financial stress and frustration. I am requesting the following:
  1. A full refund for the charges that occurred after the instrument was returned.
  2. Immediate cancellation of the rental agreement.
  3. Confirmation that no further charges will be applied to my account.
  
  This situation is unacceptable, and I am submitting this complaint in hopes that it will prompt the company to take swift action.

  Customer Answer

  Date: 06/11/2025

  Instrument was dropped off at affiliated music store on 24 May 2025. Instrument was never picked up by Music & Arts. Music & Arts continues to bill me $42.10.

  Business Response

  Date: 06/12/2025

  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 instrument is returned and a refund in the amount of $42.10 will be processed today, June 12,2025 to your credit card ending ****. Please allow 3-5 business days for your bank to process the refund.

  Thank you for your time,

  ******* ******