Complaints

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I purchased music lessons from Taylor Robinson Music for a man named ****** (phone number ************) in my local area. After two of the planned 12 lessons he was unable to complete the lessons. The company will not refund my money. No matter how much I ask they keep trying to set me up with another teacher. I did not pay for another teacher I paid for ******.

  

  Business response

  10/11/2024

  Hello,
  This customer purchased a prepaid package of 12 full hour ******s three months ago in July of 2024. Over the past three month, he's just taken over half of them to date (specifically, he's taken 6.5 hrs of ******s with our instructor ******). Packages like these are significantly discounted due to the advanced bulk payment but they also come with certain restrictions about refunds. Refunds on these packages are allowed both before the first ******s starts and right after the first ****** is completed if the student is not satsified. If the student is satisfied and does want to continue to take ******s in their package, they lose the ability to be refunded. However, students are ALWAYS able to change a instructors, change instruments, change locations, or even put their ******s on hold indefinitely.  

  
  It seems that the student is having trouble continueing with his current and instructor and we have offered a number of alternates.
  Our refund and transfer policy is clearly stated on the website, in emails sent to the student before his purchase, and on his receipt immediately following his purchase. For students who purchase over the phone, we read this policy and get a recorded "I agree" response just to confirm we've communicated clearly.

  
  If this student wants to be refunded for the 5.5 hrs of ******s from his 12 hour package that have been currently unused, I will make an exception and authorize that. Though our system will not allow a refund of a half used package, I will be able to downgrade his original order to match the ******s actually taken. This means that he won't enjoy the same per ****** discount he would have if buying the larger 12-pack but he will get to refund the ******s not yet taken.
  Below are the ******s that his current instructor has submitted as complete. If this alligns with your numbers, let us know and we'll adjust your ticket in order to refund the remaining ******s. If not, please call or email me directly and we'll figure it out together.
  
  Monday, October 07, 2024 11:00am ****** *.   Half Hour Bass Lesson Complete
  Saturday, October 05, 2024 12:00pm ****** *.   Half Hour Bass Lesson Complete
  
  Friday, October 04, 2024 12:00pm ****** *.   Half Hour Bass Lesson Complete
  
  Thursday, October 03, 2024 12:00pm ****** *.   Half Hour Bass Lesson Complete
  
  Wednesday, October 02, 2024 12:00pm ****** *.   Half Hour Bass Lesson Complete
  
  Saturday, September 28, 2024 11:00am ****** *.   Half Hour Bass Lesson Complete
  
  Thursday, September 26, 20241:30pm ****** *.   Half Hour Bass Lesson Complete 
  
  Thursday, September 26, 2024 1:00pm ****** *.   Half Hour Bass Lesson Complete
  
  Wednesday, September 25, 2024 12:30pm ****** *.   Half Hour Bass Lesson Complete
  
  Wednesday, September 25, 2024 12:00pm ****** *.   Half Hour Bass Lesson Complete
  
  Thursday, August 15, 2024 12:00pm ****** *.   Half Hour Bass Lesson Complete
  
  Sunday, August 04, 2024 12:30pm ****** *.   Half Hour Bass Lesson Complete
  
  Sunday, August 04, 2024 12:00pm ****** *.   Half Hour Bass Lesson Complete

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has been harassing me for over a year now. *** NEVER signed up for services and have never contacted this company before. They illegally obtained my information and wont stop asking me to come back. This is my 3rd BBB complaint. *** sent emails telling them to stop contacting me and they wont. Im taking this matter to court at this point

  

  Business response

  12/15/2023

  Hello ***,

  Thank you for reaching out. My apologies for the communication on our end. The account on profile with your email and phone was created in 2013 when an inquiry came in about lessons. The account was placed into a status that receives emails and texts instead of being put on an inactive status so you wouldn't be contacted. I have updated the profile and changed the email/phone on the account so you will receive no further communication from us. I am very sorry for the inconvenience and I hope you have a wonderful rest of the day.

  Best,

  *******************, Head of Operations
  

  Customer response

  12/16/2023

  I am rejecting this response because:   
  Ive NEVER signed up for an account with your business, even in 2013. So in addition to changing the email address and phone number on the account, also DELETE the account and seize contact with me.  Thank you. 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Taylor Robinson music company has illegally obtained my contact information and continuously harass me inquiring about a survey for services Ive never signed up for, and to sign up again even though Ive never even heard of their business until they contacted me unsolicited.

  

  Business response

  12/04/2023

  Hello ***,

  I have searched our system but cannot find the phone number provided in order to remove the contact info we received from our system. We only get contact information when someone visits our website and fills out a form, signs up with us as a student or as an instructor. If I could get a bit more information, I can make sure our system doesn't contact you again.
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 48 half hour lessons on Feb. 8, 2023. I was able to use 12 of those lessons. I am no longer physically able to take lessons. I requested a refund of the remaining lessons and the company refused.

  

  Business response

  09/11/2023

  Hi *****,

  I do see that you did request a refund (8/21/23) and our customer service agent, *******, responded the same day. She did let you know because of the discount associated with a package purchase, packages with unused lessons are non-refundable. This is on our website, on the receipt, any outbound emails as well as something to be agreed upon both for an online purchase or while purchasing over the phone. These are the same terms as were posted on your previous 2 purchases with us.

  Customer response

  09/11/2023

  I am rejecting this response because:   My circumstances have changed since I purchased the lessons. I am not physically capable of doing these lessons. Since I am not able to do these lessons and the company has already accepted money, they need to return the money paid for services not rendered.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid the tuition $594 for 12 ******s on Mar 17th since I confirmed there's instructor to match the location and time. First ****** was supposed to be the week after Fri. Named ****** called 2days prior the first ******, that instructor just disappeared so they need to find other instructor. I waited almost a week, ****** sent an email, they can switch to Virtual ****** since they can't find other instructor so I refused that offer because my daughter is 8years old and she never played the drum. That is why I found the in person ******, and paid whole tuition after I confirmed the instructor . So I asked the refund , 2days after she contacted me again they found one more but it is way far from my home and my original ****** was 3:45. But that ****** even offer late night the earliest one is 6pm . Everything was different with when I paid for the tuition. I found one more other instructor on their website and told them that is my last option if you don't want money back to me and keep forcing to take any ******, ****** said that is not the option I can choose and after that just disappeared and avoid answer and doesn't pick up the phone. I searched the reviews, they just give the bait to list not available instructors get the money and disappeared. Even the first instructor info is still there even they said he is not working there anymore. I tried every numbers on this company, nobody pick up the phone and my money still there. I need to get my money back from this scam company.

  

  Business response

  04/06/2023

  Hello So,

  
  Attached is a screenshot from our credit card processor showing your refund of $594 being processed on 3/31/23. I have removed your last name, last 4 of the cc and your email for privacy purposes.
  To recap what happened here: You purchased over the phone with ****, who paired your account with ************************* on March 17th. On March 20th, ***** informed us that he was unable to take students at this time, which is when we started looking for options for you for a replacement. On March 22nd, you spoke with ****** who provided you options, but they were outside of your ***** minute driving radius and gave her more time to find someone. We started reaching out to other instructors who hadn't responded the same day. On March 29th, ****** sent over an email that said we did not have any in person options. On March 30th, an instructor got back to us and sent you over that new instructor's biography. On March 31st, you let ****** know that that option didn't work for you and that you did not want webcam options at 12:29pm CST, which is perfectly understandable since you purchased for in person lessons. The refund was processed at 12:31 CST on March 31st, 2 minutes after you spoke to ******.

  
  Normally it takes our credit card processor 3-5 business days to get the money back into the account, and you can see from the screenshot I attached that it was processed. I see you filed this complaint on March 31st. Has the refund hit your account since then?

  *******************, Chief Operating Officer for Taylor Robinson Music
  

  

  Business response

  04/06/2023

  Sorry, forgot to attach the picture. Here it is.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a gift certificate worth $40 to purchase voice ******s for my daughter on December 22, 2022, and then paid an additional $10 when I scheduled a ****** with one of the advertised instructors on January 4, 2023. The website informed me that the instructor would be in touch within a few days. When he did not reach out, I contacted the company by email and phone on January 8, 2023. They called back within 24 hours on January 9, 2023 (***************************) and apologized and said they would email the name of another instructor. They did so on January and asked if I wanted to work with that instructor. I agreed. That instructor did not reach out. I emailed again on January 20 asking for my money back. They responded that same day saying they will not refund the gift certificate (worth $40) and gave me the name of another instructor whose address is an hour from my home. They have also so far refused to refund the additional $10 though that was purchased via gift certificate.

  

  Business response

  01/23/2023

  Hello ****,
  
  I have verified all the dates and sequence of events in your claim. The $10 and the $40 have been refunded due to not having any close available instructors to you.
  
  I apologize for the frustration during this process, and I will be following up with all staff and instructors involved to rectify the issues you experienced.

  Customer response

  01/29/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Money was refunded.

• Initial Complaint

  11/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called Taylor Robinson Music to set up viola lessons for my daughter. They said they had a local teacher who could do in home lessons. They made me pre-pay for a month's worth of lessons in order to start and charged my credit card $240.00 on 10/03/22. They made me verbally agree to the prepayment on a recorded line but never sent me a contract or a receipt for my payment. The sales representative scheduled my daughter for her first lesson on 10/14/22 at 6:30 pm. A few days later I got a call from the viola teacher. She did not have any record of a scheduled lesson. She did not intend to come to do the lessons in house. She required me to bring my daughter to her studio in the mornings, which was all the way across town and would make my daughter late for school. I told her I would check if she could do lessons at the school but she said she didn't want to do the background check. I called back to my sales representative to get a refund since they did not provide me the service I paid for. I called multiple times and have never received a response.

  

  Business response

  01/31/2023

  Business Response /* (1000, 5, 2022/11/21) */ Contact Name and Title: Taylor R******* Contact Phone: 817-381-3214 Contact Email: tr*******@taylorr*******music.com This student's account of her experience with our company does not completely match what's on our record but, unfortunately, it's pretty close. We do not have many students that take viola lessons or instructors that provide them. The one instructor that we had on file as available in this student's area for in home lessons must have changed her travel availability without updating our booking office first. I do see a missed call from this student on October 14th concerning this matter and I do not see that we returned it until just today. This is clearly against our customer service policy to respond to customers within one business day. I apologize that we had availability information about this instructor that had not been updated properly. We take many steps to prevent that from happening but ultimately we rely on the instructors to give us that information as it changes. I also apologize for the lack of proper communication. We should not have missed your earlier call. It seems, somehow, it must have slipped through the cracks. My customer service manager spoke with me about this today and let me know that she's been in touch with this student and has confirmed that we'll be providing a full refund right away. Again, we apologize for the inconvenience. The refund has been processed in full and we hope that you are able to find suitable lessons for your daughter with a great teacher moving forward. Consumer Response /* (2000, 7, 2022/11/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company called me to apologize and offered a refund.

• Initial Complaint

  09/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked with Ms. Krystall Allender at Taylor Robinson Music studio in Fort Myers, Florida. The date of transaction was July 26, 2022 in the amount of 60.00 which was paid online through the company's website. The date of the lesson was September 11, 2022 at 3:00 pm. The lesson was a vocal lesson for my 6 year old for 1 hour on September 11, 2022. The address for the lesson was 2910 Broadway Street in Fort Myers, FL. On Saturday September 2, I texted the teacher using the contact number which was on the company website as I wanted to introduced myself and my daughter. I did not hear back, so I emailed the teacher, Ms. Allendar on September 5, 2022 and also once again gave my contact to the teacher. By Wednesday, September 7, I did not hear back so I decided to call Ms. Allendar. I called at 3pm and left a voicemail. Friday, September 9, I have not received any text back nor email back or call back. I called Kevin Rowe who was according to the Taylor Robinson Music studio was the person in charge. I called his number which is listed on the company website, but his number was also in the welcome email I received after booking. The number went straight to his voicemail. I called again at 3:00 pm on September 9, 2022 and there was no answer. The number on the welcome email I received, it had Kevin Rowe's personal cell, which was a Dallas area code, but I called that and again went straight to voicemail. I decided to text and I stated that I have not received any communication from Ms. Allendar. On Sunday, September 11 at 2:36 pm, less than a half hour before the lesson, I received an email from Ms. Allendar. The email stated that she was unavailable for lessons until after September 13, 2022. We were on our way to the lesson and the lesson was not only cancelled by the teacher herself via email, but this was the first communication I have received from anyone at Taylor Robinson since booking. I am seeking a refund of the amount paid. We will not book again.

  

  Business response

  11/03/2022

  Business Response /* (1000, 5, 2022/09/12) */ **** *******, Thank you for contacting us. Your refund was processed this morning by our customer service team. I will follow up with my team for how your account slipped through the cracks. Normally when we receive a complaint about an instructor not contacting a student, the SOP is for us to reach out to the instructor and then follow up with the student with an update, which clearly did not happen.

*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. ↩