Bertie's Music

One of my kids needs an instrument to play in band. So, I did a quick search on instrument rental near me. Bertie's Music was the first option. I called and the phone rang several times but a man answered he gave me a number to text to get started with the instrument rental. The process was super easy and a few hours later I got a text saying the instrument was ready to get picked up from the store. When i arrived I noticed this shop is BUSY but that doesn't stop the staff to give you caring and personalized service. Also, I noticed they get lots of calls and because they are so busy they take a while to answer but they do answer. Im glad we got the instrument rental and Berties. First month trial is $5 and afterwards $20 per month.

This is the absolute worst customer service that I have ever experienced. I dropped of a guitar for repair last August when they were at their old location. I was quoted a price of $70 and told it would be about 3 weeks. They told me that they were moving stores in 4 weeks, but that they should have it done. I, being a polite customer, said it's okay, I'll just wait and pick it up at your new store.At about 5 weeks I drove over to check it out. They said it was not ready. Me being the polite customer, say, okay, cool. "Can you call me when it's done?" They say yes. I gave it another 6-7 weeks (they were supposed to call, I didn't want to be rude) but since then, at the end of every month, I have driven over to check it out. I started to question what is going on, so I want to have an in-person conversation. November and December, same answer, it's almost done, a few more weeks.At the end of January, the front person is not there, but the luthier assures me everything is okay, and says 2 weeks. He sounds like they are working on it and just have to let the wood settle under the clamp a bit. He is nice (seems a little more honest than the front guy) and so I say, "Cool, and you guys call when it's done?" He says yes.Today I call, and the front guy is there. He asks if I put a deposit or got a quote. A little confused, I say no. He is adding up some numbers, and then says it will be $205. I say, "Oh, no no, I got a quote. The "deposit" threw me off. You said $70." He goes back (I'm on the phone) and is looking at stuff on his computer, and comes back and lists the items that I put down needed to be fixed. He then says the total is $100 - AND THAT THEY HAVEN'T STARTED WORKING ON IT.I'm not sure what's going on, but I guess I don't feel comfortable with their communication and decision making skills, much less their morals. Maybe organization skills could be improved too? I would run away from this at all costs. There are probably MANY Spanish speaking luthiers in El Paso (I maybe don't have access to these) that might not get so confused over a simple transaction, hard working honest luthiers that take care of the customer. Good luck, Bertie's. You're going to need it. As stated, you're attempt at doing a single transaction really makes me wonder if you ever have any problems with other tasks, like finding food, etc.

This place is absolutely ridiculous, not only was my first experience there my last, but it was also the worst from any music store here in El Paso. I simply went in there asking for replacement tubes for my amp and he claimed no-one in El Paso carries them, I begged to differ. He then sternly told me to "Go there then!" That alone didn't phase me, but what did was the fact that they were selling Ernie Ball Super Slinky strings for $10 a pack! $10! That is TRIPLE the price of a pack bought anywhere else. They also have a poor selection of guitars, basses, amps and what have you, and still everything was overpriced! Stay away from this music shop!

This place is the worst place to take an amplifier. I dropped off my amp in September of 2022. When in first took it I was told by Larry Serna (the owner) that it would be ready in 6 weeks. It is now March 1st of 2023 and they still have not done any work to it. Each time I have gone in person or called on the phone I get some different excuse. If you call around town, everyone says to take it to this guy. He is a liar and a thief. I wholeheartedly regret my decision to have my amp repaired their. I will update this review to let you know when it is finally finished but I'm not holding my breath. DO NOT GIVE THIS SHOP YOUR BUSINESS. THEY DONT DESERVE IT. YOU DONT DESERVE TO BE TREATED THIS WAY AND NEITHER DO I.

Worst service ever!! I had brought my instrument in for repair and it took 8 months. They forgotten about my instrument and came up with every excuse under the sun. Once I started complaining about it the owner kept promising weekly that they wound fix it. Once repairs were finished they didn't even have the courtesy to wipe off fingerprints. Piss Poor Service. I would never recommend this place to anyone and would give ZERO stars if I could!!

Larry (the shop owner) waited for me after he had already closed shop just to give me bridge pins lol I've never even met or spoken with him before today but I couldn't be anymore satisfied with the service. super nice and helpful man, I'll without a doubt be getting all of my guitar needs and services there from now on. From our conversation we had briefly he's an active member in the church community and with schools renting out equipment!

The owner is rude and has purposely held my daughter's flute for 2 weeks. Our first conversation he was at the bank telling me Mam I have a lot if instruments to repair. It'll be ready Saturday that was week one. Then one more week. I was never informed it would take this long. I felt so uncomfortable with our interaction I did not pick up the instrument alone. This was a very bad experience and stressful.

I rented a bell set for my grandson and they told me the rental rates included insurance, which I thought great just in case my grandson breaks something or in case it is stolen from school. So I took it back because the zipper on the bag was not working. Well to my surprise, they told me the insurance does not cover the bag/case. If I turn it back in, I am responsible for paying for a new bag. So whether or not I keep it, I have to buy a new case at 120 dollars. I could have bought the same set of bells with case on ebay for close to what they're charging for the case. I feel ripped off!!!!!!!

Worthless.I brought in a digital piano that had needed some repairs after it got banged up in a move. They gave me an estimate, and I was good with the price, but they said they would have to order parts from the company because no one carried these pianos anymore. This was over Christmas, so they company was closed. 5 weeks later, I called back to find about the status of getting the parts and getting my piano fixed. The owner said that he still hadn't had a chance to get the parts because the company was closed.So, I called the piano manufacturer to find out how much the parts are. In 20 minutes I had part numbers, prices, etc., so I know the owner was blowing smoke. I decided to cancel the repair from Bertie's music, and picked up the piano the next day. When I picked it up, they said I owed $62 as an "estimate fee." Somehow, the work that the owner had done equated to 2 hours of his time and that was worth $62, but absolutely nothing had been done to repair my piano. The two hours he supposedly spent researching my piano parts, I did the same thing in 20 minutes. I don't pay for services not received, so he didn't get his $62, but the fact that the thinks he can charge for work he didn't do tells me this music store is not worthwhile. 5 weeks later, still no repaired instrument, but at least I'm not dealing with Bertie's music anymore