Music & Arts
Reviews and Complaints

If I could leave 0 stars I would! Seems there is a common problem with this company as I read through these reviews. We rented a clarinet for my daughter for school. The school had us rent from Music & Arts. Somehow we had been charged for 2 clarinets the entire time. We returned the instrument we had and saw we were still being charged. Come to find out we were being charged for a second instrument that we never had. (I realize I should have noticed sooner). I have called a million times to which I am told they will not refund or stop payments until the "instrument is found." What instrument? It's clear what happened. It's clear we turned in the only instrument we had. They do not follow up. They do not fix the problem. No resolve. Last time I called they told me they couldn't help me so maybe try again later. Absurd. I have disputed charges now (but only the last 3 months as that's as far as the card company can do). I was very understanding as we realized what was happening, but nothing is being done to fix it which is completely unacceptable. Terrible customer service. Terrible company.

Arts and Music store in Henderson NV , is affiliated with guitar center. Thieves with Unbelievably poor customer service I went in to buy an item and was walked through the entire procedure as well as all the varieties of the items that I could purchase by the employee. When I got home I realized I had been sold the wrong item. Acoustic strings instead of electric strings When I returned a few hours later to exchange. I was told there is no exchange since the package was open. So the customer service and selling me the item was poor ... as he explained what I need He picked up He walked to the register with it. He Put it in the bag. Handed it to me. I had no idea what I was even getting until I got home. I also did not realize I had to read the entire package before I opened it ...to make sure the professionals I bought it from actually knew what their job was. So he sold me the wrong item. and the customer service in the exchange of the item they sold me (after a walk through step-by-step ) was also poor. In one day they went from finding a new customer to losing a new customer and as many other customers as I can possibly find to share the story with

While the in-store staff was helpful, I join the other reviewers in saying that their accounting system is terrible. In our case, we went, in person to the store and paid the current month. The store clerk mentioned that her printer was not working so we couldn't get a receipt, but that our account was credited. Indeed, the debit showed up on our credit card. A week or two later we terminated the rental. Thereafter we kept getting bills for the same payment we made in person.

Giving them the benefit of the doubt, we returned, in person and met with the same sales clerk, Jessie, who remembered us and the earlier transaction. She took the time to speak with the accounting department, in our presence, to explain that we were paid in full.

Five days later, we received a notice that the $37.74 "missing" payment was now turned over to a collections agency! Aggravated, we telephoned the accounting department and the woman curtly told me that she would not take my word that we paid in-person. We sent her a copy of our credit card bill which showed the payment.

Thereafter, more invoices arrived. Finally, just to stop the nonsense, we paid again, by check.

While the store might be good for purchases, stay VERY clear from them on anything that involves monthly payments.

My child began taking music classes at school sometime around Mid 2015 which required an instrument, we decided to rent to own (with Music and Arts) a saxophone and began making payments. During this time we made payments to Music and Arts without skipping any payments and maintained a good standing account throughout these years.

Around mid 2018 I lost my job unexpectedly and myself in a very difficult time financially and could not make payments towards my account. We owed around $150.0 and my account was sent to collections
(***) and the agency reported to all 3
credit bureaus for the amount of $253.0

Around August I called *** and we agreed to pay $180 (for delete), according to *** the payment was complete and they agreed to delete it from the credit history.

Called *** multiple times and According to *** they will not delete it since it needs to be done from the creditor not the collection agency. I called Music and arts and they refuse to remove it from my record even though I paid the off the debt. This collection will remain in my credit file for the next 7 years. - This seems like a steep penalty to pay for one
of your customers that always maintained an account in good standing
over the years.

Absolutely awful customer service and NO WAY to contact Music & Arts directly. This company doesn't even deserve a one star rating! I ordered a Bass Amplifier head and 212 speaker cabinet in December . I have called over a dozen times in 2022 and have been PROMISED emails and phone calls. So far, I have not received ANY COMMUNICATION from Music & Arts. On my phone calls I am told A) the items are on backorder with no ETA. B) The ETA is 4-6 months. C) Your items are processing, and you'll received them in 5-7 business days if not sooner. I got these three different answers from Music & Arts customer service on three separate phone calls on the SAME DAY. I was informed by every Music & Arts customer service representative that I spoke to on the phone that they DO NOT have a formal ESCALATION path to speak with a SUPERVISOR or MANAGER. I asked the last customer service representative if they actually worked for Music & Arts or if they were a sub-contractor that takes calls for several different companies. The customer service representative confirmed that they work for a sub-contract customer service company that takes calls for several different businesses and they DO NOT WORK DIRECTLY FOR MUSIC AND ARTS. I have called every phone number I could find for Music & Arts online and there is no way to contact them directly.

I'm getting really frustrated with Music & Arts. My son's teacher suggested I purchase his french horn there. I ordered a french horn that was on backorder in July. I don't blame them for the instrument being on backorder but their customer service is horrible. I call the store, the say call customer service. They have no clue. They don't understand what I'm asking. They told me that the Fhorn was shipped but that It wouldn't be delivered until late September. When I questioned why it would take 6 weeks he couldn't tell me. He then gave me a UPS tracking number which was for a different order I received back in June. Then he said it hasn't been shipped yet and MAY be shipped in late September. When I told him the website says they would be back in stock on 8/22 and asked why it wouldn't be shipped till a month later, he couldn't tell me. I asked for a supervisor. He said they were all in a meeting and to call back after 24 hours. All I need to know is when this instrument is going to be shipped so I can tell my child's teacher if he needs to rent one. School already started. Not sure why no one can answer that. I've also sent emails and no one has replied to those. At this point I'm looking for it someplace else so I can cancel the order. I'll also suggest to the teachers that they don't recommend this company to parents.

BEWARE IF YOU SHOP FROM MUSIC AND ARTS ONLINE!

February 8th a order was made via online through Music and Arts for a *** PL24 folding rechargeable music stand light with 24 LEDS. This order was paid for via credit card. Upon receiving this order, I noticed that this light did not hold a charge very well. After numerous attempts to charge this light I made contact with Music and Arts online service to report the problem I continued to have with this *** rechargeable light. The packaging from *** states that there is a 1 year warranty on this light. *** was contacted concerning this faulty light and said, that Music and Arts would make the warranty claim and the light would be replaced. After numerous attempts with Music and Arts this company refuses to honor the warranty on this *** PL24 folding rechargeable music stand light with 24 LEDS. The reason Music and Arts will not honor the warranty is, their policy supposedly states 30 days from the date of purchase for any and all refunds/warranty claims. BUT no where on the invoice does it state a costumer has 30 days to make a warranty claim. So now I own a $40.90 light that does not hold a charge. I highly recommend that others be very careful doing business with Music and Arts online company. I will no longer or ever purchase from Music and Arts company.

Began a purchase with this company 2017. Everything was great, payments were made every month. Then we get to March 18th, we decide to payoff the trumpet. No issues, was told we would receive a receipt and certificate of ownership for our trumpet through the mail and to allow 4-6 weeks for delivery. Called back customer service at 6 weeks and was told by representative that certificate of ownership is sent by email and that I would receive an email in 1-2 hours. Call again and am told by another rep that it would take 24 hours to receive my email. Waited a week, I called again and was told by another representative that no certificate is sent by email, that certificates are sent by mail to give an authentic document. Representative apologized for the incompetence of the previous reps and assured my certificate would arrive in 6 weeks by mail, she was submitting a request while on our call. Fast forward to 6 weeks and still no mailed certificate, BUT I am receiving promotional emails now. I called for one final time, demanded to speak to someone above the answering service rep and was told I needed to submit an email. He stated he would resubmit a request for my certificate to be emailed to me because they do not do anything through mail now. My email should have arrived within 24 hours. Well now I am here. No email, no certifícate, and exhausted with the complete negligence of this company to its customers.

Terrible customer service. My previous card they had on file was compromised and I updated their system with my new card and also my new address since we just moved. I thought everything was fine. Until I received a letter from a collection agency for $108. I was shocked and immediately called and their customer service team. After being on hold for 30 minutes, they said they do not use card updates entered online and must be taken over the phone. I found that funny since clearly, they use the updated details to get my updated address but can't use the card details updated? I do not like giving my card details over the phone and prefer to use a secured website. They advised this would not be an option and if I wanted to pay, I had to do it over the phone. So, I asked if they would at least be able to send email me a receipt for my payment. The customer service rep advised they do not send receipts. That did not sit well with me as they should be able to provide a receipt for proof of payment. She laughed at me for not wanting to pay this way and said she would transfer me to someone else and she just hung up on me. I tried to call back again and have been on hold now for over an hour. All I want is to get this payment updated and have a receipt sent showing the payment processed successfully. I definitely will not use them again for rentals for my children and do not recommend anyone use them as they do not seem like a legit business.

This is the worst company and customer service that I have ever met! During COVID-19 pandemic, we cancelled all the piano classes for my daughter from March, but this company continued to charge my credit card in March and April! I called the customer service and store, no one answer my calls. We called several times, they never called back. So, I dispute the charge and got refund from my credit company. Then, in the May, I received collection company's letter and Musics and Arts' bills again, they said I own them 78 dollars. I called them to explain that we had already cancelled all class from March, and I also called the store manager at (1236 Town and Country Crossing Dr, Town and Country, MO 63017). The manager told me, our account has no balance, it has been closed in April already. But the customer service said, they will check with the store and call me back after a week. Then, after 1 week, 2 weeks... still no one called me. I called back again, and again, every time, they said the same thing, they will contact the store to check then they will call me back. After 5 months, still no one called me. In October, they charged my credit card again! I called them again, almost 10 times! But they always cheated me again and again! I sent an email to the store manager, the store manager Steven said he had replied the customer's request, but the customer service said they had not got any reply from the store manager! Then, in December, they sent me a bill again, then collection company sent me a bill again! What the hell this company are doing! I had to contact them again and again, but never got their response!

If I could give Music and Arts a negative star review I would. We rented a trumpet from them starting in May . After paying a fee for the first 10 months, we then entered in a monthly rental agreement with them. In December , my husband called them to try to determine how many more months we owed them money. The customer service agent said we owed them one more month and so my husband paid that bill. Since December, we have received numerous bills from them. We asked to go through the charge one by one so that we could add up the money ourselves. We took the cost of the trumpet subtracted the amount we paid for the first 10 months and then subtracted the amount of our monthly bill that goes toward the rental agreement (since some of the monthly bill pays for insurance, taxes, etc.) When we do that basic math, we come to the conclusion that Music and Arts owes us $112. So we disputed the charges. The "leadership" looked at our dispute and ignored it. They continue to send us bills -- upping the amount of money every time. When I called our local store, they listened to our concerns, and asked us to pay one final amount. We did despite the fact that we did not believe we owed them any more money. We just wanted to be done with the arguments. The store then sent us a document saying the account was closed and the trumpet was "sold". However, the collection agency continues to send us bills. When we call customer service, they continue to insist we owe them money. No one can actually explain what this money is that we owe them though -- even when we go through the mathematical calculations with them. Our local store has been great. But the customer service who handles billing is disorganized, ill-informed, and rude. We will never shop here again and we encourage you to never shop here either.

I would prefer to give 0 stars instead of 1.

I received an email alert that an item I wanted was back in stock. I placed an order and received an email confirmation that the item was IN STOCK and received a notification from my bank account that my card was charged.

I waited 6 days after receiving no other emails or communication from them before I called and talked to a C/S rep. She said she had to look into it further and would email me back. She didn't. Called the next morning, talked to another C/S rep. She said she had to look into it further and would email me back. She didn't.

I called and talked to a 3rd C/S rep. He didn't seem interested in helping me, but at least gave me information unlike the first two reps I talked with. He told me that the item was back ordered and I would get notification when it was in stock. I told him my card was already charged. He argued with me and said it wasn't that it was just a pre-auth hold on my account that would go away after a day or so and I would only be "Charged" when it ships. I told him it has been on my account for a week. He told me that wasn't their issue and to contact my bank because they didn't charge me.

I told him again that when I ordered the item, it was IN STOCK on the website and my email receipt also said the item was IN STOCK. He again told me "no it's back-ordered."

Maybe try having an accurate inventory on your website! This item was for my son for his birthday and I wouldn't have ordered it if it was OUT OF STOCK- because IT WASN'T! I would have looked elsewhere for it instead of wasting my time and having you place a "HOLD" for over $400 on my bank account for over a week.

Now I get to call back a 4th time to talk to a different rep because there is no way in *** I was going to have that guy handle the cancellation of my order.

Horrible experience.

I'd like to give ZERO stars. One star is too many! There are no words to express my disappointment in the complete lack of customer service displayed by Music & Arts. It is hard to believe they can remain in business! Here's my story: On September 22, I went onto the website for Music & Arts to order a rental flute for my niece in NYC. Problem number one is with the on-line chat feature. I waited over two hours (I was busy doing other things so no big deal). When I went to the chat, I was "customer #4." I got to the #1 position nothing happened. I finally called the customer service number and spoke with a very helpful woman. (I'm sorry I did not get her name.) She answered my questions and I placed the order on line. I was told there is no option of expedited shipping so 5-7 days. Today is day 10. The first customer service rep I spoke with this morning told me twice that the instrument had been delivered to the correct address on October 2. We did not have it so checked with the building management to see if they had seen it. No delivery. I called customer service a second time to be told that the instrument was to be shipped on October 2, not delivered. I requested a tracking number. I had been unable to get a tracking number on the website. There is no tracking number which means that the instrument is sitting in a warehouse awaiting pick up. I asked to speak to a supervisor. I let the agent know I would wait. I am at work and I can put down the phone and continue to work. That was not an option. I was told I could expect an "expedited return call" within one business day. (That's tomorrow. We shall see.) I called back two more times to try to get additional information. Nothing has changed. No one is answering questions. The questions they are answering are not relevant to my request for a tracking number. I will be asking my credit card company to dispute the payment. If the instrument ever shows up, it will be returned immediately. RENTER BEWARE. DO NOT USE MUSIC AND ARTS.

Wow wish i looked here before purchasing as the current reviews are very true to form for what i experienced. I ordered a Cremona SB-3 bass from Music and Arts and had it sent to the Farmingdale store as i was nervous about shipping it to my house and also figured they could set up the bridge when it gets there. Upon picking it up after lots of confusion as there seems to be very minimal communication between the store branches and the main headquarters I found out that nobody in that store had any idea how to put on a bass bridge. So now on top of the cost of the bass I had to pay a Luthier money to set up the bass. I figured oh well how much can a bass bridge set up be. After getting the bass home in the gig bag, I opened it up and noticed all the things wrong with it. The body was cracked in multiple spots and there was cosmetic damage around the f holes. The endpin (large metal rod) was completely pushed up into the bass and rolling around in the bass doing internal damage (which the store employees also noticed and didn't know how to fix). The soundpost which is integral to sound and stability of the bass was dislodged and also rolling around in there with the endpin. Now the cost at the Luthier goes up. I have proof of all of these things. I call customer service and ask for them to either fund me back some money that I have to unnecessarily spend at a Luthier now or come pick up this bass from me. They said I need the box for them to pick it up but the box is at THEIR store as their employees opened it up. They then tell me id have to go back to that store 45 min away waste my gas and MY time fixing a problem they caused by shipping an inferior damaged bass. The customer service agent I dealt with was very rude and had an attitude with me because I wouldn't accept these options, she was under the impression I somehow wanted to get 2 basses out of this when I barely want the one I have. I asked to speak to a supervisor to which she told me "shes just gonna say the same thing" and then I said well id still rather hear it from her and then she said "well shell call you in 24 hours merry Christmas" and hung up. I will never do business with Music and Arts again. As a musician and public school music teacher I can assure you I will recommend the same to all my colleagues and students. Save yourself the headache and avoid this company if you can. They will burn you and then make it your problem.

About 2-3 years ago I rented a Clarinet for my daughter use/play in the School Band. She had it for 6mths & I returned it to Mrs *** at the School. Once we returned the Clarinet I began to receive phone calls from music&arts stating we hadn't returned the instrument & I would be charged for the entire amount of the instrument. I made several attempts to speak with the music&arts team after I spoke with the School officials whom ensured me they had returned said instrument to the Company. Yet to Todays date (11/18) I still receive threatening phone calls from their collection agency, whise adiment about charging me for this instrument for a sum in access of $5,000. However I've tried to resolve this issue with the company & even tried to pay them for the months she used their Clarinet. I spoke w/Music&Arts directly several times & it's collect agency neither would provide me any information/details regarding my account other than the enormous amount they claim I owe them for an unreturned Clarinet. They don't care that it was in fact returned to the band director nor do they want to help me resolve this issue, their only want me to set up a payment plan with me through my Bank,which is asking me to pay $60 a mth for almost 4 years plus collection fees! This company is unbelievable. I don't agree with this nor do I think I should have to pay all that money for an instrument we've already returned to the School & the Company. I've spoke with several diff people over the years from the payment department at Music&Arts that in turn referred me to thier collection agency, both parties refuse to talk to me about why/what I'm being charged so much for especially since I personally returned it to Mrs *** at the School. My child has not played in band since 2017 school year @ ***. All due to this Error on music&arts part & the poor customer service with their collections department. Both Companies only want my bank info & pay promise for entire amount. They will not talk to me about why I'm being charged so much for the few months she used/HAD their instrument. The collection agency said they don't care that it was returned I still owe the money while music&arts is stating that we still haven't returned the item! Yet the School has Assured me that YES in fact we did. That same Clarinet has since been issued to Two(2) different students in the following years in 2018 & 2019. The School officials can't help me any further with this matter so I hope the Complaintsboard.com can help me get this worked out.

On March 29, I cancelled music lessons for my son but I continue to be charged for services (not rendered) on my debit card. On March 29, I cancelled music lessons for my son - ***. He was enrolled in 2 different lessons - french horn and saxophone. This was after confusion with going to virtual lessons. The studio cancelled lessons the weekend of March 28 because they were unable to provide virtual lessons and promised a credit for that weekend, which was never credited. I notified both instructors via text on March 29 that we would not be continuing with lessons. Both instructors acknowledged receipt of text and one of the instructors told me to call Corporate as well. I then called the Corporate office on April 1 (local studio closed down) and cancelled both lessons through Customer Service number. I later received a call from someone asking me to join virtual lessons, I called back and left a message saying that I had cancelled lessons and to please confirm that everything was cancelled. No return phone call. On April 13, an unauthorized charge was made to my debit card in the amount of $52.00 and then a second charge in the amount of $26.00. At that time, I thought it was some kind of final charge and I would sort it out when the local store opened back up. Then, on May 1, a third authorized charge was made for $130.00. I called customer service again on May 1 and they said they could see that the charges were made but had no resolution other than to send a message to the "lesson group." I asked for a different solution, since this is not getting resolved. She said that she was emailing her supervisor and the supervisor would call me back. I asked for a call back that same day and to have the refund issued that day, since this is on my debit card and is deducting cash from my account (not a credit card). No call came and no refund came. Even more frustrating is that no one has apologized and no one bothers to call back. They are open for business at the Corporate level. I called my bank and they will start a dispute, but they recommended that I cancel my debit card as the best way to stop the issue. As this would be a huge disruption for me, I would prefer that this company can simply cancel the auto payments and unauthorized charges. I believe the company owes me the following: *Immediately cancel my auto pay and any association to my debit card. Charges are unauthorized. *Credits for both missed classes the weekend of March 28 due to studio cancellation - as promised by instructor. Total = $52.00 ($26.00 for each class). *Credits for the 3 unauthorized charges to my debit card. Total = $208.00 ($130, $52, $26) Total Owed = $260.00

I contacted the corporate office for a refund. Due to the pandemic all of physical locations were closed for instrument returns. This was my first time ever renting an instrument and also first time renting an instrument from the Music & Arts store. Due to the pandemic all of the music and arts locations were closed in March along with school closed in March. During the closure of all the locations I went on their website and constantly called the location that I rented the instrument from and there was no message or anything telling people how to return their instruments. When the stores finally opened I called and they told me I could come in to drop off my daughters instrument. When I returned the instrument in July I explained to the employee that I was unable to return the instrument due to everything being shut down because of the pandemic. He told me I had an unpaid balance from the months they were closed. I explained to him that due to them being closed and I had no way of contacting them because every time I called the store I got no answer and was unable to leave a message and on their website they had no other information posted about covid closure and returning instrument I was unable to return and I don't think I should be held responsible for the balance because I had no way to return the instrument he explained to me that I shouldn't be charged and if I was charged that he would give me a customer service number to contact. Well I got charged last week Thursday Sept. 24,2020 so, I called the customer service number he gave me and spoke to a not so friendly customer service representative and explained to her why I was unable to return the instrument the stores were all closed and they had no information on their website on how to return the instrument and who to contact for returns. She told me that I should have contacted customer service in April I explained to her that I was unaware of customer service and that I called the location that I rented it from and they did not have that information on their voicemail or website. She then told me she would put a ticket in for me asking for a refund and I would hear back in 4-5 days. I did not hear back so I called in today Oct.2,2020 to check the status and another customer service representative said I should have received an email which I did not receive and that they denied my request for a refund because I did not call in to the corporate office back In April to put my account on hold. I explained again that I did not know to do that and they did not have that as an option on their website or the store voicemail about closures. He then said that was their final decision and that I would not be refunded and there's nothing further they would do.

On 9/4 Music and Arts withdrew $319.50 from my account without authorization, they will not return it. In April a representative from M&A contacted me to state I was behind on the payments for my son's trumpet rental. I arranged a payment plan to catch up, and set my debit card up for autopay. I was very specific that the payments needed to come out automatically, because it is a bill that I forget about. The representative agreed and set it up. During a quick review of my records I see I paid $50 on 4/2, $112.00 on 4/8, and may be missing another payment of $112. I know I caught my account up. According to my bank statement my $33 payment was auto-drafted on May 1st. I doo not see any drafts for June, July, or August. At the end of August a representative called me and stated my payments were behind again. I told her I was supposed to be on autopay. The rep put me on hold, came back, and stated I was right and to disregard the call. M&A supposedly has no record of this call. On 9/4 M&A withdrew $319.50 from my checking account without my authorization. I called and spoke with a supervisor named Melanie. She answered the call initially, and when I asked for a supervisor she said she was a supervisor and happened to be helping on the phones that day. She told me I wouldn't be refunded, because my payments were historically sporadic, and that they began working from home around April. She cited working from home as the possible reason my autopayments didn't work. She told me to request a refund I would need to speak with a manager, but the manager wouldn't be in the office until 9/8. She transferred me to the managers voicemail, and I left a very detailed message. I drove 43 miles from my home that day to return the trumpet. The representative in the store told me I actually had a $79 credit. I contacted M&A again on 9/9 as I had not heard back from the manager or even received the refund of the $79 credit I was informed I had. The agent I spoke with stated he would send a follow up email to have the manager contact me. It is now 9/15. I have not received a return call. I spoke with a representative tonight who informed me there are no new notes on the file and that I DO in fact have a negative balance of $79 but it has not been refunded yet. The most frustrating part of this situation is that they had my debit card information the entire time, because they just went ahead and took money off it on 9/4. So why weren't they taking the monthly payment of only $33? Instead, they took the money without my authorization (and the amount they took was much more than the 3 supposedly missed payments). No one has bothered to reach out to me, and I have spent several hours of my own time to contact them, I missed work to return the trumpet, and the supervisor I spoke with was rude and placing blame on me for their mistake.

Music and Arts CONTINUES to charge my credit card after I specifically called (numerous times) AND E-mailed them to stop I have a grandchild in music lessons that were stopped due to the COVID-19 pandemic. I wanted to pull him out of lessons since my source of income was affected. I called into the store AND their so-called corporate office numerous times with no answer - there was nobody there to help me. This lasted for weeks, yet they had no problem charging my credit card. Twice. Guess somebody was there in order to process my unauthorized credit card payment. I finally got in touch with a person named Jessica, who said they'd look into it, but that has been months. I finally cancelled my credit card, I am currently disputing The charges, but I have now recently received letters from Music and Arts billing department that my account, which I want to cancel, is marked for collections. Guess collections is working too. So, in addition to *** (and usually lack of) customer service, I am actually getting billed for something that is not even occurring at the moment! I was told if my grandson wanted to take lessons, that the price would be the same whether it be online or in person lessons, when a rep did finally speak with me. This is ridiculous and not only do I feel that this is unfair, but I believe that this company is trying to make a dime off their loyal customers during this pandemic closure. When the location my grandchild was at was originally Rocketeria before it was music and arts, I had no problems at all when dealing with management, lesson scheduling, and special needs for my grandson (as he is *** since they were very caring and attentive. They had good follow through. The company now treats us just like another number and the only semi-compassionate one is still the guitar instructor who teaches him and makes him feel like a person. Other than that, everything about Music and Arts has been an abysmal failure between confusion with band instrument rental, lesson scheduling (that's terrible) and now this billing BS. I understand that these are unprecedented times and that the way to live, behave, and just to simply administer things such as music lessons have been drastically changed, but this major lack of communication, lack of respect towards their customers, and not caring enough to even return a call or e-mail is beyond bad customer service. The main thing that is a comfort to my grandson is music and he would look forward to his lesson each week. Side note: He even was able to join a group of kids and do a jam project when it was the other store in the past. Music and Arts offers nothing of the sort and now his desire to interact with other kids close to his age has decreased. Anyway I guess what I'm trying to say is that I want to simply just have them stop billing me in collections and to actually pay attention to their customers' inquiries.

At onset of Covid Mar 2020 I contacted Music and Arts to cancel/suspend my account until such time as it was appropriate to return. Now they want $177 On March 25,2020 I contacted M&A to cancel an instrument, my assumption was that this had been done and after receiving a bill in early April, I again contacted M&A on 4/23 and explained my request to cancel in late March. I was advised that the cancellation did not occur, but that I could request one. I was provided a RMA after making a payment of $54.06 for the month April. I was advised on this call that I would be contacted at the appropriate time to return the instrument and in the interim my account would be in the suspended/cancelled state. I requested that an updated email be added to the account. On August 7th I received a bill for $167. When I contacted M&A they advised that they had sent an email (to an unused email address which I previously asked them to update) advising that as of late July I could return the Cello within a specific 5 day window. Additionally, because I hadn't return the instrument within the 5 day window, I owed the outstanding balance for the months for which my account had been cancelled/suspended. I indicated that we did not receive an email, and that I could promptly return the instrument that day (8/7) but that I didn't feel that I should have to pay the past months considering the circumstances-M&A customer service indicated they understood and they would look to credit the outstanding amount of $167. In late August I received another bill for $177 which was the previous balance PLUS late fees for 2 months. I then contacted M&A again on 8/31 and formally requested they clear the outstanding balance as the original email for return of instrument was not received and that once we were made aware of the request for return, we promptly returned the instrument. In early October 10/2, I received yet another bill (still no comms via phone or email) stating that I still owed $177 for the months for which my account was suspended/cancelled due to Covid (months of May, June July). On 10/5, AGAIN I contacted M&A looking to understand why I still had an outstanding balance of $177 and was advised the audit department refused my formal request-no concessions, no consideration. On that date- 10/5 I requested that someone from the audit department contact me directly to help me understand why my request was denied and to discuss this decision. I was advised I would be contacted within 1-2 business days. As of today 10/8 I have yet to hear from anyone via phone or email. This is a very poor way to accommodate customers given the issues which have transpired due to COVID nationally. I have been diligent in my comms and my requests to use the updated email address and still M&A continues to hold firm. I am not at all pleased with this and as such, this is the first time I've ever filed a formal Complaintsboard.com complaint.

Mr. Jeff at 5295 Westview Dr. Suite 300 Frederick, Md. Dear Mr. I am writing to complain about a recent experience with your customer service. I checked Complaintsboard.com and discovered complaints and your Chapter 11 Bankruptcy status. We purchased a piano from your Greensboro, NC store. The staff was helpful, aiding us in selecting a piano, which we later upgraded to a Roland for better sound and quality, albeit at a higher price. The piano was delivered by UPS, and the driver kindly brought it inside for us. Upon unpacking, we found a broken bracket on the music stand. Maddie from the store contacted customer service, who decided to send a new piano instead of just the broken part, allowing us to keep the original. This seemed unusual, but we were assured it was correct. We found a family member who wanted the piano without the music stand. Later, we were billed for the second piano. Maddie spoke to customer service, and I received a UPS return code. However, I was unable to transport the heavy piano to UPS. I requested a pickup using your UPS account due to your error. Subsequently, my account was sent to collections. We proposed buying the piano at a discount, reflecting savings from shipping and the broken part, but were refused a reasonable counteroffer. We insisted on a pickup through your UPS account. As a retired National Consumer Risk Manager for a major bank, I understand the implications of collections on a credit report. I expect your company to rectify this. Store manager Maddie eventually collected the piano. In summary: Your sales team is excellent, but your service department's decisions are financially poor and detrimental to customer relations. Your company incurred unnecessary shipping costs and risked customer loyalty. This issue has affected my credit score, and our discussion is not over. 2 Blakeney Pl. Greensboro, NC cc: complaintsboard.com, Greensboro Timothy, Customer Service

They sent my account for collection even though they had payment account set with me I was renting Viola for my daughter from Music & Arts, and I had a auto payment set with them. They had been collecting rent monthly till Apr'2020. After pandemic started and school was closed, I ordered for a replacement Viola, as my daughter left her Viola in school. While ordering replacement with their customer service, I checked if I have enough credit to convert the viola to owned from rented. I was assured that I have enough credit for the old viola my daughter left in school, and they will assess the value for the replacement viola and will deduct any difference automatically. And they stopped monthly rent collection from May'2020 as expected. In May'2020, when my daughter received the old viola back from school, she decided to keep the old one, she like to play the old one than the new one. So, we went to Milford store, returned the replacement viola we received. And I checked with the store clerk, and he assured that I do not owe anything to them anymore. I was happy and did not see any further transaction from them, except couple of times their customer support calling me saying I did not return the old viola. I explained to the person who called and asked to check with Milford store. It suggests that their system is not that good, and they do not track all transactions properly. Then I received a letter from Credit America, issued on 12/15, I received sometime between 12/18 to 12/25, as I was collecting letters weekly with proper protection because of risk of COVID19. It says I owe $66.07 to Music & Arts and they placed my account for collection with them. And surprisingly, I see a transaction of $81.07 on 12/26. I was busy with year closing and new year activities at work, so could not manage to call Music & Arts or Credit America until today (1/7). When I called Music & Arts customer service, she told me that they reassessed my account in November and calculated that I owe $66.07. And she told me that they sent me invoices on 11/10 and 12/10, and also tried to call me about the due, but could not reach me. Then they sent my account to collection company. And their collection department settled the transaction on 12/26 with $15 as collection company fee. And she cannot waive collection fee, and could not answer why my account is sent to collection company if they have my credit card in account which they used ultimately to collect the due. I have no issue if they reassess my account and determine that I owe $66.07 more. My complaint is why they sent my account to collection company within just 1 month and 1 week from the first invoice date. And I do not remember seeing any of the 11/10 or 12/10 invoices, which can be lost for various reasons, may be they did not mail to correct address, or USPS did not deliver it or it fell from mailbox as many weeks we had too many mails in mailbox or we accidently missed them when we were sorting important mails. I just do not understand how any business can send any account to collection company within 37 days from first invoice date, without proper attempt to collect the due, whereas they had the credit card on account and they did not see any delay in payment previously.

Being billed for 16 months for a musical instrument that was rented and returned in May . Customer Number: XXXXXXX, Serial Number: TBXXXXX In September I entered an agreement with Music & Arts for an instrument rental (trombone) for my daughter at ***'s School in Bronx, NY. The company came to the school to explain the program and provide information on the monthly cost of each rental. I, like many parents signed contracts for the rentals. At this meeting we were informed by the music teacher, Miss *** that the rentals would be coordinated through her and the Music and Arts representative. In order to pay this monthly ***, I opted to have the amount automatically taken from my bank account. My daughter used this instrument for the [protected] school year. We were given the option to continue our rental for the summer, and I continued to rent the instrument from Music & Arts through the summer of 2018. When school resumed my daughter again participated in the music program and I continued to rent the instrument for the [protected] school year. The school music program and Miss *** decided to utilize another vendor for instrument rental for the [protected] school year. As I had rented through the summer of 2018 along with a few other parents, we continued our rentals through Music & Arts. In May the music program at my daughter's school concluded with a final concert. All parents and children were instructed to leave all instruments with the music teacher Miss *** after the concert concluded. All instruments were checked in with Miss *** and were returned to the Music and Arts representative. I have confirmed this with Miss ***. I continued to be billed from $41.49 on a monthly basis from June to present. This amounts to a total of $663.84 of payments for an instrument that is not in my possession. In December I placed a call to Music & Arts Customer Service to request that the billing be discontinued as the instrument had been returned. I was told there was no receipt that the instrument was returned and that I would continued to be billed. I then contacted the music teacher *** to request assistance. She informed me that other parents had the same issue with Music & Arts and she had to assist them with the Music & Arts representative in order to have the billing stopped, as she confirmed that all instruments were returned. Miss *** informed me a few days after our call that she contacted the representative and the issue should be resolved. Unfortunately it was not and I continued to be billed. On October 15th, I emailed Music & Arts Customer Service and was told again that there was no receipt of return, and was quoted a line of the rental contract that states that the instrument should not be left at the school if I wanted to cancel this agreement. I would like to state, that it was my understanding that this was not a cancellation of the agreement, but the end of it as the music program was concluded. There was no date provided for the end of the rental agreement. I was not made aware of how the agreement should be terminated as this agreement was made through the school's music program. As I am receiving no assistance from the company with this issue, I am filing this formal complaint with the complaintsboard.com.

After being told I would no longer be charged money after paying $389.16, I received a bill for $39.24 for 'monthly rental.' To whom it may concern, On 04/07 a letter was written to me, customer number XXXXXXX, stating my account was delinquent and in default. I was given two options. I would either have to pay $869.43 immediately or I could return the property and pay a past due balance. I undoubtedly chose the second option and proceeded to pay $256.44 which was what a representative from the billing department said that that was the only payment they needed. She then proceeded to let me know that I needed to contact customer service on how to return the property because obviously the covid-19 out break has caused several music and art stores to temporarily close. I called customer service right away and a representative told me that all of the warehouses were closed and not receiving packages which is why I would have to keep my instrument until a store near me opened. I agreed. To my surprise, just two days later, on 04/17, I noticed Music & arts charged $132.72 to my debit card. I was very confused as to why I was being charged that amount if I had just finished paying two days before. I quickly called the billing department again and the young man told me that I was charged $132.72 Because the actual balance that I needed to pay was $389.16 and I had only paid $256.44. after explaining that I thought I was only supposed to pay $256.44, he apologized for the inaccuracy of the second to last letter that received that said that I owed the pastdue balance of $256.44. he continued to tell me that I was absolutely not going to be charged anything from music and arts anymore. He even told me that the rental fee from April was waived and then again told me that I was no longer going to be charged anything moving forward. I thanked him as he was very kind and patient in explaining to me what had happened. Then what's my problem? Well on this very day, 4th of May, I received a bill on behalf of Music & arts stating that I owe a monthly rental fee of $39.24 on May 10th. I was told I was no longer going to be billed anything and I proceeded to ask him what I would do with my instrument to see if he would say the same as the lady in customer service. he said exactly the same thing and told me that I had to wait until a music and arts store opened near me and that they would send out reminders to return the instruments once the stores open up again. So I am puzzled as to why I am being charged a monthly rental fee. The only thing I can think of is that they are charging me a monthly rental fee because I still have the violin stored at home. I do need to mention that this is inconsiderate and unacceptable because I am not using the instrument and, if it wasn't for the current pandemic and all of the regulations it has caused such as non-essential businesses closing temporarily, I would have returned that instrument as soon as I made that complete payment of $389.16. It is highly unjust that I am still being billed considering the actual situation that we are all in. I seriously need to stop getting billed and charged a rental *** for this month and any future fees. Either the information I was given was dishonest and inaccurate or you're billing me by mistake. Please fix this. Attentively

I am filing this complaint against Music and Arts. Music and Arts was running a promotion for 20% off select products both online and in their store using the code 'July20'. When you add products to the cart certain products applied to the promo and others didn't. There were 2 products I added to the cart which the promo applied to- a Peterson HD Stope and a Tonespot CS7. With both of these products in my shopping cart the total discounts was going be nearly 50 dollars off the subtotal of $288. Making it 238. I have pictures of the cart to prove this. However, after I entered my credit card info and clicked 'complete order? the discounts was removed and it charged me the full $288. There was no way online to simply cancel the order, so I was directed to call customer service. I called them at 8:22am on July 7th. The wait time was greater than 10 minutes so it gave the option to leave a message and have a call back. I left a very detailed message outlining my name, email, order number and that I was overcharged and wanted to both cancel the order and be called back. I didn't receive a call back, so I sent an email an hour later saying... ? Cancel this order! It is incorrect - was supposed to have the JULY20 promo on it. In the cart it showed the discount, when I checked after I clicked confirm purchase the promo went away. Your system has some major flaws. Please call XXXXXXXXXX to confirm cancellation. Sent from my iPhoneOn Jul 7, 2020, at 9:22 AM, Music & Arts Thanks for ordering!Order #XXXXXXXX-XXXXXI didn't receive a call back or an email back within 24 hours, so I call them on July 8th and they inform me that they already shipped the items. I told them about the call, the message, and the email I sent to cancel, and they said they would look into their system to figure out what happened. But stated it was up to me to intercept UPS and refuse the package. I informed the company that I was on a business trip and this would not be possible. I asked them why it was up to me as the customer now to have to deal with something that is clearly flawed in their system. They overcharged me, they would not respond to my requests to cancel, they ship it anyways, then place the burden on me to ship it back and didn't even offer to send me a return shipping label. I asked to speak with a supervisor because all of this was terribly inconvenient for me as the customer through a flawed and broken online shopping system. I was put on hold and told that the supervisor couldn't speak to me at the moment but would look into and call me. I received a call today and couldn't answer because I was working. They simply left a message saying that the promo code didn't apply to that item - even though the cart confirmed it did apply (again I have proof of this through a picture). He didn't give me a call back number or extension and offered no solution to my complaint. I was overcharged and shipped something I cancelled and they have offered no way to make it right except to have me ship it back and wait for a refund. This is unacceptable! The irony of Music and Arts is that I have spent thousands of dollars at Guitar Center and Musicians Friends over the years and have always had phenomenal customer service experiences. Music and Arts is about the worst and needs major improvement to its online shopping experience and platform. Order_Number: XXXXXXXX-XXXXX Account_Number: July20 promo code

Closed account still receiving balance when there is no balance to pay. I have been dealing with this horrible company since 10. Took my son's flute to the local music dealer to repair his instrument and that is when the nightmare began. Local company stated Music & Arts would not authorize them to release instrument because serial number did not match. Contacted my son's teacher who was unable to locate original flute and said this happen's often with kids when they attend events. I was paying monthly for the instrument and the LDW which is insurance for lost & stolen instruments. For five months (10/16 - 02/19) my son had no instrument and I was still paying for it. They refused to allow me to use the insurance I ALSO paid for. I had to call for months to obtain refunds, replacement and I finally turned the instrument in on 09/04. Somewhere along the way I started receiving statements which I NEVER requested and they were charging me for them so I had to dispute that with my credit card company. They also have been charging me late fees when my credit card is charged AUTOMATICALLY EVERY MONTH for the last two years we've been renting this instrument. I am sick and tired of dealing with this fraudulent company and will not pay another dime to them. I have called them the following times and spoken with the following people: 10/06 - To place claim, Sue stated it's only for stolen instruments not lost. 10/11 S/w Devin and he "submitted" claim on my behalf. Stated "Matt" handles claims. 10/30 Per Francis, stated fee needs to be removed by paper. Sent a message to claims dept. to f/u with me regarding instrument. 01/30 S/w Christina and she explained she would create a case to have money reimbursed to me since we've been without a flute since Sept. She also stated flute serial# R3210 is under our acct. and will be repaired. It should be ready next week. I'll receive a call from Chris. Her extension is 1209 and i would be receiving an email from her (but i never did). 02/06 S/w Chris from Cornerstone Music who stated I needed a full refund on everything and he would contact Music and Arts to tell them. 02/14 S/w Alieu who stated she'd leave a message for Christina to call me. 02/17 S/w Chrissy and will request an acct. review again because they were only refunding me for $83.46 from Oct. - Dec. Monthly payment is $32.10 and I should have a refund from Sept. - Feb. 02/19 Received flute from Son's school 02/24 S/w Chrissy and case submitted to receive reimbursement of $64.20 for remaining balance 02/26 S/w Cassandra who stated I would be billed Mar 1 for the month of March and Mar 30. 05/05 S/w Yolanda who stated the $41.60 *** includes late fees. $33.60 due to invoice *** of $1.50 for Feb, Mar and April = $38.60. Yolanda sent an email to acct. review and will keep an eye on this to f/u. Stated she would call me back (never did). 05/15 S/w Alieu mentioned my account shows I am still marked to receive statements and told me to wait a few days and issue should be resolved. Issue was NEVER resolved. 10/16 S/w Miguel from collections who states I have late fees showing on my account. He was submitted a ticket and I should hear something within 3-5 business days. The interesting part about this is my CC has been charged automatically every month since I opened the account. I never opted to receive statements and they started showing up randomly. I am tired of dealing with this fraudulent company, trying to take more of my money. I refuse to pay them a penny more.

I cancelled this account, they fraudulently contacted my bank for my new account number and charged it without authorization. I entered into a contract with Music and Arts in September , and I have paid 37.74 monthly on the 13th of each month, on time, since our first auto-debit began. The contract states that I am able cancel my contact at any time without penalty, that I can return the instrument without penalty at any time to the store I rented it from, and I am also allowed to have repairs and adjustments completed on it at any time at the store of my choice. I asked to cancel my account with monthly payments of 37.74 and return my daughter's violin on March 12. The account that was on the contract was closed due to fraud, so Music and Arts couldn't charge me after that date anyway. The stores in Maryland were closed and Music and Arts refused to allow me to return the instrument because they closed their storefronts and failed to create a drop-off/pick-up opportunity. I was surprised to receive a paper bill in the mail for March's payment, so I called Music and Arts at X-XXX-XXX-XXXX. Music and Arts customer service representative told me over the phone on Monday, April 6th at 11:22 am, that they would notate my account as closed because it wasn't my fault that their stores were closed and I couldn't return the instrument per my contract agreement. Music and Arts told me all of their stores in Maryland are closed, and they do not know when they will re-open. I did not give Music and Arts any additional payment information or authorization. Today, April 13th, an account not listed as payment on my Music and Arts contract was charged. My bank agreed this was fraud because Music and Arts does not have any authorization from me to charge this account, and will dispute the transaction. Somehow, Music and Arts was able to obtain my new credit card information. Then, Music and arts fraudulently charged this new account, which was not listed as an authorized account for payment on my contract. A stop payment had been issued to Music&Arts.com; Music and Arts fraudulently maneuvered around this by telling the banking institution they were Music & Arts 1C, a completely different company with a valid contract to charge my new account. My contract states I am allowed to return the instrument at any time to the location I initially rented it from, and that if it is not working properly or it is damaged, it will be fixed or replaced at the location I rented it from. Music and Arts violated our contract by refusing to allow us access to employees who can tighten the loose string, making the instrument unusable, and by closing all of their stores and refusing instrument return. There is no wording in my contact that if their stores close for a national emergency or pandemic, they are allowed to continue to charge me, or benefit from a contract that does not benefit me. The instrument has been available at all times at my house for Music and Arts to pick up at their convenience, but Music and Arts chose not to retrieve the instrument. Music and Arts chose to close all of their stores and did not implement an instrument drop-off for those who had cancelled their contracts. On April 13th, I again notified Music and Arts via their online contact form that my account is cancelled and closed as of March 12th, and Music and Arts has no authority to obtain any payments for this account or attempt to charge any credit card. If Music and Arts does not want their instrument back at this time, I can keep it until they are prepared to get it back, but I will not be charged for a service I no longer want.

I dispute the validity of debt attributed to me from Music & Arts as indicated in the Credit America letter, since I returned the cello on 3 July . Dear Music and Arts and Credit America, Summary: I dispute the validity of debt attributed to me from Music and Arts as mentioned in the Credit America letter. Desired Outcome: Music and Arts should acknowledge the return and cease sending payment demands, as I owe nothing. Date: 3 Oct 2020. Facts about Customer with Sequence of Events: This concerns a customer with a mobile number and various account and customer numbers. The transaction began on 31 Aug 2019 at Crossroads Plaza, Cary, with an invoice showing the instrument serial number. The cello was returned in person at Crossroads Plaza on 3rd July . The customer's son, a 6th-grade middle schooler, had enrolled in cello classes but discontinued in June , as school records show. The customer arranged the return via a phone call to Music and Arts Customer Center. A monthly fee of approximately 62 USD was charged to the customer's credit card. The customer personally returned the instrument to Music and Arts at 426 Crossroads Blvd, Cary, NC, during the COVID-19 situation. The staff confirmed the rental subscription was closed. Despite this, a transaction in July occurred. The customer contacted Music and Arts, who acknowledged the return and refunded the charge, as shown on the bank statement. No further charges should have been made from July onwards. However, recurring charges continued, leading to disputed transactions with the bank. The bank resolved these claims with credits applied. Now, Music and Arts, despite acknowledging the instrument return, is sending letters through Credit America claiming a debt of 188 USD, which is incorrect. Online research reveals many customers have similar grievances with Music and Arts regarding instrument rentals. The customer will report this to complaintsboard.com and other avenues, as they owe nothing to Music and Arts. Any further incorrect payment requests should not be sent, as the customer is not renting any instrument or using services.

This started in 07/19 when I Tried to pay off the trumpet early and the company increased the cost of trumpet and started charging extra taxes... Account XXXXXXX 10- I have paid 9.99 and $756 (27 payments of $28.00). Details: 1.First problem- Change in the cost of trumpet when I went to pay it off early: I was told it was an $800 instrument. 7/16- School open house- Music and Art representative handed us a trumpet that night, he told us it was an $800 trumpet, he explained that if we paid it off early we would get 30% off the $800 trumpet. He explained our monthly bill would be $35 of which $28 went to the instrument and $7 went to liability damage waiver. We discussed, I confirmed and documented: Trumpet- $800 Rent to own- $28 per month goes to the full price of the trumpet liability- $7 per month $800 minus 30% (if paid off in advance)= $560 total payment if paid off early The cost of the instrument was not any where on the contract so I wrote the cost on there before signing. I wrote "Trumpet $800" on the contract (middle of the contract in section 4) We left that night with the trumpet IN HAND. A year goes by, my child still likes it so I called to make my early payment but needed to continue to pay liability. When I made the call to pay it off I was told it was a $990 instrument. This is where the problem began and still is. If you look at the copy on file of my contract you will see where I hand wrote "Trumpet $800". Per my request, the customer service rep mailed me a copy of the contract she could see which has my hand written note "Trumpet $800" but it also now had a sticker on the top saying $990 which was not there when I signed it. 2. 2nd problem- Extra *** for renting more than a year During the call I also learned that the amount of my monthly payment that went towards my instrument had changed. I was told- $35 per month- $28 to the instrument and $7 for liability. Well, now they take an additional $5.86 per month for what she said was a NC tax for renting more then a year. I do not see that disclosed on my contract and I'm trying to pay it off at 1 year in July . 3. Spoke to local school rep AND I talked to the regional supervisor Eric Haas on 7/18 and he refused to acknowledge the $800 cost that I was told. He continuously told me the school reps give a "range" of the cost of the instrument. I told him multiple times we left with the trumpet that night in our hands. There was no "range" because it was in my hands it WAS the trumpet we were quoted $800 on. His resolution was to exchange the trumpet for another one that he said was worth $800. I told him rent to own does not mean rent to switch out. 4. 7/22- I called Customer Service again and I was told they are sending in a complaint to be reviewed. Nothing happened and when I call back I'm told the notes say the issue was resolved. But when I ask how it was resolved they do not know. The issue has definitely not been resolved. 4. 12/19- Spoke with another supervisor. This time it was Matt at XXX-XXX-XXXX *** He planned to handle it immediately. Again, nothing happened. 5. At some point I was asked to send information to ***@musicarts.com Attention Devon. Which I did and confirmed receipt. Again nothing happened. 6. Spoke to Robin at XXX-XXX-XXXX *** She understood everything and said she was the person who had the ability to fix all of this. She planned to make sure: 1. the trumpet was $800 2. the 30% discount for paying off the trumpet early would be in effect for the time I called the first time to pay it off in July . 3. The $5.86 additional tax would be reversed since I have been trying to pay it off since 7. Again nothing happened. March - Pandemic hit Ocotober 2020- At this point, I have paid 9.99 and $756 (27 payments of $28.00 going towards the trumpet) total= $765.99 I should have paid $800 MINUS 30% for early payment = $560 Music and Arts actually owes me money at this point. I tried to pay it off early 15 months ago. I would like this issue finally resolved. See attached

Music & Arts billed me and continued to bill me for an instrument that we did not have from October and we would like credit. Customer XXXXXXXXXXX, Dispute number BCSEXXXXXX. My son stopped playing Trumpet in Sept of 2019. We called customer service at Music and Arts in October to stop the billing. Music and Arts was supposed to pick up the instrument. My son is in special education and has aides with him at all times. The school aides looked with him and could not locate the Instrument. Music and Arts stopped billing for November and December and then resumed billing in January. Music and Arts continued to bill through April, although we asked them to cease billing. I had to cancel my bank card to cease the billing, as I was furloughed due to the pandemic and would have continued to charge me otherwise which is extremely unethical. Continued to receive a bill for the $33.05 a month fee they couldn't charge. Instrument was in the music room and was found at the end of the school year 2020 when they did a deep cleaning due to Covid. The band director validated that my son was not in band the entire school year, have this in email and that the instrument was at the back of the closet where the instruments were kept. He was willing to speak with Music and Arts to explain. Contacted customer service for a refund of all of these charges 06/19 and spoke with Marela . Forwarded them the email from the school. Representative said they have a case open to investigate and told me it would take several weeks for them to get back to me. No response back, continued to receive a bill for the outstanding $33 from March. We have been getting the run around by customer service. Speaking to different people each time since last year. Many not helpful or not giving incorrect information on how to proceed. Spoke with a representative named June on 08/26, who stated she would take care of the situation and assured me she would get back to me. She requested I return the instrument to the store (Prior representative gave no instruction on what to do with the instrument) and wanted a copy of the return receipt and the letter from the music teacher at Cranbury Schools. When I returned the instrument on 08/27, the store representative stated that the account had been closed a week earlier on the 20th and that they could only write me a manual receipt. I sent yet another email to ***@musicarts.com to June with the receipt and forwarded her the email from the music teacher. I received no response back from June, contacted customer service that Friday to follow-up if she received the emailed documents, she was out, representative stated she would be in Saturday. Did not receive a call back Saturday. On Monday 08/31. I spoke with 3 representatives each time on hold for 10 or more minutes waiting. The first representative did not put me through to June who was handling the case and asked me to review the case with her and even said she was being 'sassy' and told me that I should have gone to my son's music room and looked for the instrument, that unless i received an order number for pick up I was not getting a credit. The school distributes the instruments to students on behalf of music and arts as well as collects them, has the contract with them, and never left the classroom. I told her and she is telling me this is my fault. I was given an order number for pick up originally. I asked to speak with a supervisor. She would not put me through to a supervisor. I called back and asked to speak with supervisor and spoke with Natasha who stated that she would put through the request to the supervisor, explaining that they were all virtual and this was the only way they could be contacted. The call got disconnected. I had to call back yet again being put on hold and spoke with Eyonna, she stated that Natasha had put through the request to customer service and that a supervisor would get back to me. I have not received a call back. We are owed several hundred dollars in credit for the months billed back through June .