Customer ReviewsforM S International Inc

I wish I had read these reviews before purchasing products made by MSI. I purchased flooring material from ********** made by MSI with a warranty. Approximately 8 months after professional installation, all of the luxury vinyl planks started chipping and breaking at the seams. ********** opened a warranty claim on my behalf in July 2022. After a month of emailing them with no follow up, I asked ********** to forward the emails to me so that I could have documentation of the attempts and I could follow up with them directly. I have sent countless emails to a number of MSI reps. I was promised a follow up by one employee but it never happened. These people are just horrible to deal with. I am still waiting on someone to follow up with me.

M S International, ***** was in constant contact with ********** Store #****. There was supposed to be an inspection conducted, but apparently was delayed. Due to the delay, M S International, ***** provided credit on 45 cases of ******* Oak 6x36.

I have ordered 2 separate orders of 50 bags for their MSI Ash Black Polished Beach Pebbles and I had to order another separate order of 40 just to finish my yard. All 3 orders were drastic quality differences. They have already faded drastically in just over a month, going from the dark black to light ****. This is not what was represented online for their product. Below is a link to what was represented. All of my rocks now are light **** and this happened in less than one month. This is not what is represented by your company.I am not happy with the product at all. But I am not able to return because they are already spread out all over my yard. I am stuck. ********** suggested that I reach out to MSI and MSI says to reach out to **********.I reached out to MSI and they did not help at all and had no concern over the quality of their product.

M S International, ***** credited the customer in full by providing an additional 50 bags of pebbles. There has been no further contact by the customer.

We purchased MSI ******** Whitby White *** flooring in April 2021. The next day after installation, they returned. I showed them how displeased we were with this product. We had white linoleum for 21 years and so we were accustomed to a light floor. But the *** was and is much more difficult to keep clean. It tracks everything including leaving water marks in the kitchen. We immediately shared this with the installer, Apex. The salesman said he would contact MSI office. We met him at his office a few days later to make another selection. Although, he committed to replace the *** but he said that MSI the manufacturer did not deem there was anything wrong with. After several months of continuous conversations with no action, I decided to contact MSI Atlanta store and a rep visited our home. He said there was nothing wrong with floors. We spent $7k and installed the *** in all the rooms on the first floor and the 2 upstairs bedrooms. We were willing to live with and keep the *** in the 2 upstairs baths because we would not wear outside shoes. Although, it is still very difficult to maintain. We sweep every day and mop several times a week. I have emailed and left phone messages for the owners *****************, *************** and ***************. They initially had me speak with their assistant *****************************. I sent her pictures. They sent another rep in March who said there is nothing wrong with floors. I expressed my concern to the owners. I have called and emailed the owners almost every day. None of them have called and addressed this problem. They emphasize affordable luxury quality products this has not been my experience. Their lack of concern for the consumer is very disturbing and unprofessional. I would like to request a full refund and caution anyone who is considering purchasing MSI products as the owners have no regard for customers. There is a Warranty but it has not been exercised. I am writing this today because MSI blocked my email.

After conducting a field inspection, MSI found no imperfections or defects in the flooring. In speaking with the customer, the customer admitted to mixing several different cleaning products together when attempting to clean the flooring. This created a buildup of soap residue on the face of the flooring, resulting in dirty footprints being left as well as a sticking sound when walking over the floor. It was recommended to the customer to clean the floors by applying a small amount of just "one" neutral cleaner, and then rinse it off with clean cool water. Afterwards, use a dry cloth to pick up any remaining residue. Regards.

Please note the inspection was several months after the installation. My concerns were addressed immediately and consistently. It is unfortunate that we had the horrible experience and even more deplorable is the lack of respect and attention displayed by the owners. I would strongly encourage anyone against purchasing MSI flooring. The company has no loyalty nor regard for the customer. I respectfully ask for a full refund so that I can enjoy my home again. This was a nightmare.

Non Caring!!BEWARE OF THIS COMPANY!!MSISURFACES.COM Last year we wanted to go with with a lighter color on our hardwood floors. After looking around to several places and picking out the color we wanted, we decided to go with these vinyl planks. We hired a very reputable installer to install them throughout our home. We loved the outcome! Well, this year sometime in February, we noticed our floor in our dining room was buckling up. We thought it would eventually lay down. But, it didnt. It got worse and worse. Now it look a huge bubble in the middle of the room!! Then areas throughout our house is doing the same thing!! We contacted *********** and have spent 5 months going back and forth with ********** and MSI (the manufacturer). MSI hired an inspector - a private one that doesnt EVEN WORK for this company! An inspector that I personally knew that would come inspect our ALF!! MSI DENIED. One of the main reasons? The lack of expansion and control of direct sunlight is causing the planks to buckle. ?????? Our dining room is the shadiest place in the house. So you shouldnt lay this plank down unless you have no windows in the house?!?! What a joke!! Doesnt say one thing about this on the box!! And the entire house has a 1/4 expansion covered by quarter round as it should be. The inspector even took a picture of the expansion. But, we had lack of expansion! So, I dont get it!! When I talked to one of the managers to question this she said Im not going to argue with you about this! The decision is final! Oh did I fail to mention that on the box it reads: **************** Warranty?? Youre supposed to have 1/4 expansion??Not once did they ask-*How can we make this right? - Its not like we wanted to get our money back. We simply wanted to have them fix the areas that were buckling! Or at the least tell us what we could do to fix it! Thats not asking for much. ??*Not once did they say- Im so sorry!We are frustrated to say the least!! We have never heard anything from anyone else. But, we simply cant let this go! The professional that laid the flooring down could not believe that they would say things like this. He did everything right, has a A+ in the **** and was highly recommended by a lot of lumber companies here. We did our research. My advise to you? Do NOT EVER buy ANYTHING FROM THIS COMPANY!! SAVE YOURSELF A LOT OF HEARTACHE!!MSIsurfaces.com

M S International, Inc. (MSI), is an importer and distributor of natural stone surfaces and tiles. The flooring was purchased from a third party retailer, *********** who received this homeowners complaint, regarding warping issues with some of a homeowners almond truffle and maple vinyl flooring, and forwarded this matter to MSI. Upon receipt of the complaint, MSI hired an independent third party inspector, at MSIs sole expense, who is an expert with over seventeen (17) years of experience, is in good standing with the ******************** of ********* Home Inspectors, who also performs inspections for ****, and is listed with the ********* *** ***** ******** ********** *************. Using a third party inspector ensures there is no bias towards any particular party, and is a common practice in the construction industry. If the homeowner somehow questions the expertise of the third party inspector, she is entitled to hire her own inspector at her expense. Although we do understand the homeowners frustration regarding this matter, the inspectors findings were very clear that the damage caused to the homeowners flooring was Not Manufacture-Related. The tiles were installed by *** ********. The inspector concluded there were several installation factors that caused the issues with the flooring, as well as an issue caused by the homeowner as well. The homeowner claims to have done her homework, but a simple internet search regarding what causes damage to vinyl flooring results in part, in the following: Sunlight & Heat. One of the major causes of buckling in vinyl plank flooring is expansion and contraction of the material. As the material becomes warmer, it can expand slightly, causing the floor to buckle. In the colder weather, the opposite is true and the floor can contract, leaving gaps between two of the tiles. (***************************).Rolling office chair can dent vinyl flooring overtime due wear and tear from friction as you glide around. However, using a chair mat safe for vinyl flooring will protect your floor from dents . . . . You can protect vinyl flooring from office chair by using a chair mat, a rug or using felt casters rather than plastic ones. (*******************). Poor Subfloor Preparation. When installing vinyl plank flooring, subfloor preparation is crucial since all uneven spots need to be leveled . . . . When the subfloor is out of level, it moves. This movement stresses the joint between the plank and the subfloor and eventually leads to the floor, separating or cracking. It also causes flooring noises. (**************************************************************************) The inspector found the following:The lack of expansion (preventing the floor from properly floating) and control of direct sunlight is causing the planks to buckle. But this is just one of several factors in the inspectors report. The homeowner left out several others in her review. There was a 1 expansion measured around under-cut door jambs; Along the baseboards, expansion varied from 0 to 1/4; and There was no expansion provided at all around the fireplace. A tap test, using a composite hammer, revealed tight areas throughout the installation. The homeowner used a rolling chair(s) without any floor protection in the office. This caused buckling as well as raised and broken joints in the flooring in the office. Out of flat substrates where the tile was installed caused excessive deflection (meaning the surfaces where the tiles were installed were not flat), also causing the planks to disconnect and joints to break. There was also a hump on the floor between the office and the living room. The substrate should be flat, 3/16 in 10. The flatness test indicated: The hall was out of flat by a 1/2 out of 10; The living room was 5/16 out of flat in 10; andThe office was 7/16 out of flat in 10. High moisture readings in the office and master bedroom of the home allowed moisture vapor emissions to cause cupping. Moisture readings are supposed to be at zero. The reading was ten in the office and master bedroom in the area of the cupping. Additional stock on hand was not cupped. As a result, the inspector concluded these issues were not manufacture-related issues. Thus, and although unfortunate, MSI had no choice but to rightfully deny the claim. Thank you. Regards.