I have had 3 kids go through middle school and/or high school band with the oldest now 23 and the youngest 13. So I have been dealing with N Tunes for a long time. The staff is always very friendly and helpful.
However, I recently took my daughter's sax in for repair. This should have been a free service because I pay an extra monthly maintenance fee. Unfortunately, I was charged $43.30 for the repair. After going home and reviewing my contract I contacted the store by phone the next day.
At first I was told that I did not have the optional maintenance, but I had the original agreement, so I knew that I did have it. The cost for a new sax rental without the maintenance is 62.29+tax. The cost with the maintenance is 76.04, which is what I pay monthly.
The person I was speaking to said he would look into it and call me back. I never received a call back. I went into the store a few days later. I spoke with 2 staffers who agreed I should not have been charged.
I offered to take a store credit because we are in the store all the time for reeds and accessories. However, the staffer said no, I was owed a refund. The only problem was that she needed a manager's approval, and the manager was at lunch. I was told that he would contact me later.
After a week of not hearing from the manager I called the store and asked to speak to him. He did not get on the phone, but I was told that he had turned the refund request in to the head office and it would be credited within 2 weeks
Two weeks passed and nothing..... I forgot about it for a while about a month later I called and asked to speak to the manager again. The person on the phone (a fourth staffer at this point) decided he would look into it himself instead of passing me on to a manager. However, after looking, instead of them calling or doing whatever needed to be done to resolve the issue. I was given the number to Kelly in Odessa, Tx who handles all the rentals.
I tried to call Kelly, but she was not in that day. She hadn't been in the day before, and no one could tell me when she would be in again. After that I just disputed the charge off my credit card. Everyone I spoke to was very nice. However, there was never any follow through. I feel I was being given the run around in the hopes that I would just forget. read more
