My daughter was in an orchestra and rented a violin from Ellman's, at the end of the school year we decided not to continue. I asked the teacher how to cancel and she said to email them and return the instrument to her, which is what I did. Emailed them on June 4th, never got a reply, got another charge on my account in July. I called them and they said they were heading out that week to pick up instruments and once they had it they would refund my two payments. It is now August and I got a third charge. Called them again and was now told I have to fill out some form online or the rep won't know that he has to pick up the instrument, and that they don't have the instrument returned. So now I have paid over $52 in fees for a violin I returned, was never told to fill out the form and was promised a refund that now they do not want to honor. They told me the charges will stop once the violin is returned.....I ALREADY RETURNED IT. These people have poor customer service and obviously poor record keeping, I am irate and will tell everyone I know about how poor their service is.