ComplaintsforM S International Inc

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a counter manufactured by this company on July 21, 2016 from ******************* in *********** **. The quartz slab that was installed was defective. Several visits from Pyramid and MSI have not corrected the problems. After much stress I gave up until recently because I will be trying to sell my house soon. I sent a certified letter to the new CEOs of MSI on October 16, 2023. I have received no reply. The letter provided the whole sorry mess. The counter has a lifetime warranty.

  Business response

  12/01/2023

  I received a response from the Sales Director of the ************* - *****************:  "I have been to this customers house to inspect the counter tops.  Our customer, *************** ********** contacted me around September 8th, 2020 to inspect them.  I coordinated with the customer and made an appointment for Friday,September 11, 2023 at 1PM.
  
  I did notice a lot of grittyresidue on the counter tops.  However, upon further inspection and cleaning it appeared to be small droplets of either paint or grout like material had gotten splattered on the surface and dried.  They were very stubborn to remove.  Simple cleaning of a cloth and sponge did not clean them off.   If I remember correctly, Bar Keepers Friend was able to remove them and/or with using your fingernail to loosen them.  I believe I was able to clean the tops to her satisfaction.  If she is still experiencing a gritty, rough surface I would expect a foreign substance to still be present.  Not something inherent to the counter top." 

  Additionally, any "unsightly" seam is the result of the fabricator/installer's cutting and installation of the slab.  That is not a manufacturing/supplier issue.

  Regards, 

  M S International, Inc.
  

  Customer response

  12/01/2023

  the visit referred to (2020 not 2023) was the last of many. The others were attempts to remove the grit on the defective slab from day 1. All those attempts apparently took off the polish (or it was never polished in the first place). The result is that every drop of water leaves a **** and always has. Frankly the counter looks like c*** that you should be ashamed of. I constantly walk around with a microfiber cloth in a pitiful attempt to get the water****s off and create a shine but it doesn't help. As mentioned in my complaint I had decided to give up to reduce my stress over it but now I want some justice. It was and is a defective slab that was not properly prepared and should never have been used.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Calacatta Marbella MSI flooring off Wayfair on June 11, 2022. This is a luxury vinyl plank flooring. Flooring has limited 10 year warranty and lifetime warranty. Installed my flooring September 2022. After only 1 year the flooring is turning yellow from white in areas. I reached out to Wayfair on.September 25, 2023, to initiate a refund and have this flooring returned to Vendor. ******* advised they don't handle warranty and that I would have to reach out to the manufacturer, in which I did. Email exchange occurred. MSI advised they don't handle on consumer level and that I have to go through Wayfair, and they would too. I called back ******* and advised them of that and they refused again to help. It's been over two months of conversing back and forth between Wayfair and MSI flooring to avail of the warranty rhat is rightfully owec to me, and neither are willing to assist. This flooring warranty being the Manufacturers onus is the reason I am filing this complaint.

  Business response

  11/16/2023

  Dear BBB Representative,

  Upon receipt of this complaint, this matter was forwarded to our product team for further handling.  The product team is in contact with the complainant, and are now working with her to attempt to resolve this matter. 

  Regards. 

  M S International, Inc.

  Customer response

  11/16/2023

  MSI have reached out. I have been informed that the issue with the flooring is being reviewed, but my request to return floor and obtain a refund due to yellowing is not resolved. Complaint is not resolved to warrant closure. 

  **********************;

  Business response

  11/16/2023

  Respectfully, I just responded to this about an hour ago.  We are awaiting further feedback regarding the warranty claim.  I'll respond further when I have been provided a further update - you will surely be provided with an update before I am. 

  Thank you. 

  Regards,

  M S International, Inc.

  Customer response

  11/20/2023

  Currently, I am still in communication with MSI. Last correspondence,  I was asked to provide installation location and contact details for arrangement of an inspector. As of now, no one has reached out to arrange an inspection time. I am hopeful this will resolve. 

   

  Thanks,

  **********************;

  Customer response

  12/14/2023

  Thank you, ******, for including the business response, however I was not able to place a response as BBB indicated on their November 20th email that they were conducting their review and a response was not necessary. Then, I received an email that the claim was closed. November 30, I had to reach out to MSI as I heard nothing for 10 days, with their same response being it's with the product team. I had to reach out again Dec 6 for an update,  with their response still being,  it's with the product team. It's nothing ever more than that response and I'm growing tired of nothing being done. I would like this opened. I provided this company with my contact details for an inspector on November 17 and one is yet to reach out. I would like this yellow floor shipped back and a refund for this defective, poor quality flooring.  Please see attached emails to corroborate. 
  
  Thanks, 
  **********************;

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Got a laptop worked for a month then it suddenly stopped working I had to send it in for repair it came back and I'm having problems again I called the support line twice in one day and the problems were not fixed another option they gave me is to send it in to be repaired again which because of the laptop not working now I don't feel comfortable sending it in for repair again due to it not functioning the way it was intended,

  Business response

  09/21/2023

  Hi ******, 

  This complainant filed this complaint against the "wrong" entity.  This is "M S International, ***** ("MSI" for the purpose of this response), an importer and distributor of **********************, and assorted **********, serving the "construction" industry.   MSI's corporate office is located in "***********, not the **************** - don't know how that could even be remotely confusing since that info is right there in plain view.  MSI does "not" sell computer hardware, or software for that matter.  Respectfully, this complainant needs to do their homework, look up the "correct" entity, and refile their complaint against the "computer" company whose principal office is located in the ****************.  The correct entity is listed with the ** SOS, the complainant just has to find it.  We wish the complainant good luck in his search. 

  Thank you. 

  Sent on behalf of M S International, Inc.

  Customer response

  09/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 23rd 2023, I have purchased three slabs of quartzsite stone from MSI ******* Countertops and Tile Flooring. The contractor who installed my countertops (Coldstone Marble and Tile) advised me to purchase the stone directly from MSI and to pay MSI directly for stone, which I did. In attachment I am providing a copy of receipt with my personal info, including last four digits of my debit card. During the purchase of slabs, I was advised by MSI that their personnel will deliver the slabs to my countertop contractor for machining and preparation process. On July 5th, MSI delivered slabs to my countertop contractor. During the delivery process, one of countertop slabs was cracked in half by MSI. I was immediately notified by my contractor about the damages. Upon further review my contractor contacted the MSI and spoke with sales representative ****** about the issue. ****** agreed that she will reimburse me for half of the slab, being that my contractor was able to use only one half of the slab. The other half of slab was completely damaged and not usable. On July 25th, ***** advised my countertop contractor that I should be receiving a refund within 7-10 business days. On August 14th, I personally went to MSI and spoke with ****** who flat out told me that she will not reimburse me for damaged slab. Instead, MSI will reimburse money to my contractor. After speaking with ****** in person, I contracted my countertop contractor who advised me that they have spoken with ******. ******** exact comment to the contractor was " I would rather reimburse you money, that giving it back to the customer". My contractor has mentioned to ****** several times to reimburse me money, not to the contractor. For some strange reason, ****** kept insisting on reimbursing money to the contractor, not to me. I personally feel like have been lied to and taken advantage of, specifically when ****** clearly stated to my contractor that she would rather give them my reimbursement than me. This is not fair because I have purchased these slabs out of my pocket. I am simply looking for reimbursement for a slab that was damaged by MSI personnel during the delivery. I have purchased three slabs, yet my contractor was able to use only two and a half. The other remaining was damaged and is not usable.

  Business response

  08/24/2023

  Hi ******, 

  Please see attached.  This consumer had already filed a "duplicative" complaint with the ** Attorney General's Office on 8/15/2023, two days prior to this filing.  As such, M S International, Inc., will be responding to the ******* AG Office complaint, and this duplicate complaint should be closed. 

  Thank you. 

  Regards, 

  **** ***** - Business Admin Associate III on behalf of M S International, Inc.

  Customer response

  08/24/2023

  After contacting BBB and ******* Attorney General's office, MSI offered a partial refund for damaged slabs to my countertop contractor, not to me directly. Even though I have paid for materials directly to MSI. MSI was willing to offer $960 reimbursement. Based on previously provided receipt, MSI charged me $******* per each slab. Dimensions of one slab are 117 inches by 78 inches. Dimensions of damaged piece are 117 inches by 44 inches, meaning that half of slab is damaged. Considering that I paid $******** for entire slab and half of slab is damaged, my reimbursement should be $********. 

  Unfortunately, I feel that it was necessary to contact BBB and ******* Attorney General's Office simultaneously because MSI was not willing to cooperate with me at all. I am not asking for anything unreasonable. I am simply asking for a refund for half of a slab that was damaged during delivery by MSI. 

  Thank you. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** **** I bought this company’s porcelain floor tile. It was installed by my contractor under my new cabinets. I thought is was great, but it needed to be washed. When I went to clean it, everything including water was absorbed into the tile. MSI has been contacted, I sent photos, I sent the estimate to have the floor, cabinets and woodwork removed and how much it would cost to start over. My kitchen is once again completely empty. With the exception of top cabinets. It looks like it just started the remodel. I had to go purchase more tile at another store, and am waiting for someone else to install my tile, since my contractor has moved on after waiting a month for this to be resolved. He had another job scheduled and that was delayed bc of this problem. I also need a plumber now to do the plumbing, I already am now into this for ***, plus the $**** for new porcelain tiles, since it was removed. My dishwasher and stove are still on my deck where they have been since ***. My 3-4 week job is now 8 weeks in with no kitchen. My countertops are at the kitchen center, and they have to come and remeasure when the cabinets are reinstalled. This company has not gotten in touch with me recently, and said they would reimburse me for tile only, which has still not happened. They should be responsible for more than cost of tile. Their defective tile that they say is porcelain is not. They sent an independent inspector to my home and the report reflects the issue. I should not be paying all this money because of their defective product. I am not asking for anything more than what it has cost me. Something should be done about this company. The inspector told me that if they didn’t pay him, I would have a lien put on my house since the inspection was done here. What the heck. The photos with the cabinets was when they were put in. The one without them, I just took today.

  Business response

  08/09/2023

  Hi ******, 

  I received notice that an inspection was conducted in this matter, and the report concluded that there was a manufacturing issue with the tile.  Our product team has approved reimbursement for the tiles to the 3rd party customer plus labor.  The team is working with the **** ***** store on getting the appropriate documents signed to close out this claim.  

  Thank you. 

  ****

  M S International, Inc.

  Customer response

  08/09/2023

  I have not received any correspondence from this. MSI said they had made an offer before, but they did not. **** ***** had no evidence of an offer made. We paid $**** to have the cabinets, woodwork, and the tile removed. Then we had to purchase more tile, and we paid $**** to have the new tile in. Today, our contractor reinstalled all the cabinets and the woodwork, again. That is another $****.  That is $**** in labor.  to get their defective product uninstalled and get back to where we’re were in May. 3 mos later. Now we have to have the kitchen center back to our house to remeasure for the countertop. The cost of the tile $****** is not enough.We have been through a lot bc of this. As of today, my stove and dishwasher are still on my deck.. I cannot close this until they have actually made restitution, not just say they plan to. They already lied about it before.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi We had a countertop installed last winter (2022). A month after the installation the counter is falling apart on the edge around the sink but also in areas with zero traffic (IE areas where we do not put anything on it Also, the Flat area is showing smaller holes everywhere that have nothing with traffic, it clearly shows a material defect.We have been complaining about it since last year about it and sent pictures multiple times and the problem got way worst since we sent the first batch of pictures We did contact the company MSI and they did not even bother to look at the issue or reply to our email.This is a defective counter top and easy to prove that the material is defective.We will wait 1 week (7 days) from the days they receive the BBB complaint after which we will file a lawsuit. They sold us a defective countertop the fact they ignore it is fraud

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had quartz countertops installed ************** when we built our house in 2018. As part of our punch list we noticed discolorations around the kitchen facet where the quartz was getting wet. A technician came out and told us we just needed to polish the quartz so we followed the directions for caring for the quartz. Over the years the discoloration has turned into the surface of the quartz dissolving until the area around our kitchen facet feels like 60 grit sand paper and flakes of quartz can be rubbed off the surface with your fingers. I've contact both the installer and MSI. The installer says it's an MSI problem and MSI dispatched a tech last year to attempt to fix the problem. Upon entering our kitchen the tech stated the quartz was clearly defective and they wouldn't be able to fix it. The tech proved the defeat by scraping the surface and showing us the quartz he picked up. Since then MSI has stopped returning my calls and emails. According to the MSI website the quartz carries a lifetime warranty for manufacturing defect.* At the time of installation the cost was $6,700.* A lifetime warranty on the stone.* The quartz needs to be replaced.* MSI sent a technician to clean the surface.

  Business response

  03/09/2023

  Pertaining to this particular matter, there are several issues we are attempting to work through to assist the complainant.  First and foremost, no personnel from M S International, **** (MSI), has ever visited the residence where the slab was installed.  Upon receiving notification of the complaint by the homeowner, MSI arranged to have a third party company (Shiny Restoration) inspect the install, who reported back that this was not a material issue, but stated the damage to the slab around the sink area was due to improper cleaning and maintenance of a foreign substance that caused the issue.  So based on the report received by the third party inspector, the installed slab(s) were not defective.  Nonetheless, MSI has no issue in providing replacement slabs in good faith.     

   

  Next, the branch leader was told by the homeowner that the fabricator/installer *****************, LLC, agreed to do the re-installation of a new countertop.  MSI has made several attempts to contact the fabricator to receive confirmation that they indeed agreed to perform the install of the replacement slabs, however, all attempts to contact the fabricator have been ignored.  MSIs sales rep is continuing his attempts to contact the fabricator. 

   

  As such, MSI is continuing its efforts to contact the fabricator and arrange for delivery of the replacement slabs so the fabricator can complete the install and resolve this matter in full.

   

  Thank you.

   

  Regards,

   

  Customer response

  03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Although I do find this response acceptable I want it known that the technician that visited my house to inspect the slab told me the opposite of what MSI is reporting. The technician claimed they had never seen a quartz issue like that, that they couldn't think of any chemical that would cause such damage, and obviously the material was defective. As for our treatment of the surface we have followed the recommended care and feeding steps provide to us by the installer, to use stone polish and clean with water and vinegar.

  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased and DIY'd or luxury vinyl flooring from *********** It has a lifetime residential warranty. My floors are cracking and bubbling. After month soft emails back and forth, they sent an inspector in September. By the end of November, after emailing excessively, I finally got the report. They only addressed the cracking and blamed us for the subflooring being unlevel. When I addressed the bubbling, it took several weeks, and they finally called me and offered me a good faith credit for only 30 of 87 cases. I definitely think this product is falsely advertised by ********** (where I purchased product) and MSI Surfaces. It's not as durable or scratch proof, its cracked and bubbling. Their good faith is unacceptable and doesn't uphold their warranty or their products.

  Business response

  01/11/2023

  Please have the complainant provide the name of their flooring contractor who installed the tile, as that information was not provided in her complaint.  Once that information is provided, M S International, ***** will respond further.  

   

  Thank you. 

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a new home in Hertiage Crrek, ******, **, Builder is Fernmoor. I upgraded my countertop to a quartz and paid approximately $1100.00 in upgrade.The counter top was installed and after 7 months it would have a blue substance bleed out by the side of the sink area. (I have pictures) I finally was able to get in touch with the manufacturer, MSI, a person named *****. Sent him pictures and texts for about two months. ***** told me to only clean with soft scrub and ****. Which I only used **** for everything. ***** finally made an appointment to come to our home and see it. As soon as he walked in the kitchen he said we have to replace it. We upgraded to another quartz countertop and it was installed August 2022. The new one is bleeding blue. No one can explain it nor do they want to be involved. I still owe monies on the countertop and the installer is asking for it. I want help with the solution of the blue secreting from the countertop. I have notified ***** on it and he basically said I am on my own. His company wants nothing to do with this. This is not acceptable, how do I know this is not a poisonous, cancer causing substance. I don't know what to do.

  Business response

  01/30/2023

  Dear ********************************: 
  
  M S International, **** ("MSI"), needs more time in attempting to help this complainant further.  This is a very complicated issue requiring a very detailed review, and the problem is not due to the countertops.  MSI has determined that the materials provided to the complainant had no defect.  Upon receiving the complainant's first complaint regarding the countertop provided, MSI did in fact perform its own site inspection, and noticed the bleeding as described around the sink area.  MSI went ahead and offered a full credit on the countertop as a courtesy.  MSI also provided an upgraded countertop, (an entirely different quartz product line and color, from an entirely different vendor) for the 2nd installation, and the complainant only paid for the difference after receiving the previously mentioned credit in full.  The 2nd countertop provided also began having the very same issue.  As such, MSI can only conclude that the bleeding of the slabs around the sink area is not material related, and there has to be some other external factor in and/or around the troubled area where the bleeding is occurring (or some other unknown action being taken by the customer), that is causing the bleeding, since this is not happening with other customer installs.  However, despite this, MSI is looking into finding an independent qualified inspector to attempt to determine the cause of the bleeding.  MSI has no obligation to do so, but is still willing to hire an inspector to see if they can determine the cause of the bleeding.   
  
  Thank you.
  
  Regards,
  
  *******************
  Associate III - Business Administration
  M S International, ****
  

  Customer response

  01/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ************************************************************************************************ On August 16, 2022 a MSI Delivery truck backed into our (************ and broke 2 posts and damaged 3 fence sections.We have been working with MSI to be paid for damage and repair work, or have them repair the fence. First contact person was *************** ************. *** delegated to ****** ************. It took a long time for MSI in ****** to get an estimate for repairs. They decided to repair the fence with internal staff. We have been promised several times that a repairman would come (tomorrow, this week, etc.), replace the broken posts and repair the fence. Over a period of 2 months this has not happened. Many excuses from ****** but no action, repair of fence, or damage payment so we could find our own repair man.

  Business response

  01/11/2023

  Hi ******,
  
  Happy New Year.  M S International, ***** requests that our response is accepted as I was out for the Holidays and could not respond.  I have received a report from the branch.  Severe weather has hampered the branchs efforts since the ******** branch was closed during the storm, and also for the holidays as well.  I have been informed by the branch that they have received a quote for the repairs, and the contractor will get out there to make the repairs as soon as the snow clears up a little bit, and the temperature is suitable to poor cement for the fence. 
  
  The branch has also been in contact with the complainants spouse to let her know the fence repair has been approved, and the work will begin as soon as possible as the weather permits.  So M S International, ***** has been working to resolve this matter, which is not related in any way to goods sold, with the complainant in good faith. 
  
  Thank you.
  
  
  Regards,   
  
  *******************
  Associate III - Business Administration
  M S International, Inc.
  2095 *****************
  ******, ** 92865
  Email: ***************************************
  P: ***********************

  Customer response

  01/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

*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. ↩