Complaints

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was contacted 08/09/2023 via email from *********************** with PRS-Professional ************************ collecting on behalf of Brook **** H&H Music in the amount of $552.00. My daughter had an instrument we were making rent to own payments on. We had them automatically setup under a card that was compromised. We received communication from Brook **** to return instrument and pay balance. We did return the instrument on April 12th but did not make payment for missed payments at that time and intended on setting up payments as soon as possible. Less than 10 days later the account was turned over to collections. When I asked for backup and itemization on amount owed I was sent contract signed and payments made & missed 08/10/2023. Going off what was provided by Brook **** to PRS the amount owed is $******. I advised I would pay $****** in full 08/10/2023 but would not be paying added collection fees from the agency without backup from Brook ****. I was told in email that there is a state regulated interest amount as well as collection fees at a 35% rate. When I asked PRS for backup from Brook **** stating I owed $552.00 again I was sent a fabricated Brook **** letter. I've called Brook **** and they referred me back to PRS. I emailed Brook **** 08/10/2023 requesting an itemized invoice to cross reference PRS's claims 3 separate times to no avail. Brook **** and PRS are refusing to provide documentation stating I owe $552.00. Everything they have provided to me reflects the $ ****** amount. Outrageous.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were making monthly payments to Brook **** for a Cello Rental. The credit card on file expired at the end of November 2021 and we didn't realize that the payments to Brook **** had stopped. In June of 2022 we received a letter from a collection agency stating that we owed $1,311 to pay for the cello we had been making payments on. I tried to speak with Brook **** and they referred me to the collection agency. The collection agency said that Brook **** had documented that they had sent us 30, 60, and 90 days notices as well as calls two times a week (with voicemails) about the past due balances. We never received anything in the mail and we never received any voicemails indicating that the payments were past due. We are now having to pay approximately $350 above what the total value of the payment plan would have been to keep the Cello. I admit we were initially at fault for not realizing these payments had stopped, but am extremely frustrated and disappointed with being told that letters were mailed and phone calls were made when we never received either. The collection agency has told me that we have until this weekend until they begin making an effort to repossess the cello so I am going to pay their fees to avoid having my son's cello potentially repossessed. Given the lack of notice from Brook ****, I'd like them to be held responsible for the difference in cost we are being forced to pay for the cello vs. what we would have paid had we stayed on their payment plan.

  Business response

  08/15/2022

  Senior Management has reviewed the complaint thoroughly and we do not feel we owe the customer any refund for collection fees associated with trying to bring this account current.  As a policy, we provide 4 notices to past-due customers via **** (30, 60, 90 and final notices) prior to sending them to our outside collection agency.  We followed these same procedures with this customer who was 6 months past-due at the time the account was placed with our collection agency.

   

  Please LMK if you have any additional questions.

   

  Respectfully Yours,

   

  ************************; CFI, CFE

  Risk Management

    

   

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After getting past due notices for there errors I finally paid my accounts off in May of this year and that same day I had an auto draft which would've made my balance less but it was more. I was also given incorrect pay off amounts from the actual store.Per jan in corporate,its because "the store doesn't know what the actual amounts are for purchases only corporate knows because they deal with numbers daily." I never got refund decided to eat that and now July 5th I get another draft on my credit card for ***** for equipments iv paid off early may. I want ALL my money back. *** was the worst disrespectful corporate person iv ever spoke to in my life. She also hung up on me twice and had no customer service skills. I hope to never do business with brook mays music ever again. Her boss hid behind emails and have yet to refund me my money. I just want them to handle business and give me my money back or I will take legal action.

  Business response

  07/25/2022

  Hello,

   

  This customer has already been refunded. We charged her ***** on accident, one of the employees wrote down her credit card on accident and used it for someone else's arrangement, not sure why they did it. We gave her the money back 2 days later.  She can look at her bank account.  I have attached the refund receipt. The name and account have been blacked out because it belonged to someone else, but the card matches the bank statement she sent us. 

   

   

  Thank you

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

  Customer Service (Hablo Espaol)  

  Brook **** H & H Music Company

  Customer response

  07/25/2022

  Complaint: 17531282
  
  I am rejecting this response because:
  This is not the 1st time this company has done this and I  still haven't received a breakdown for what I've paid and receipt showing both accounts are paid in full.
  Regards,
  
  *********************

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