Complaints

This profile includes complaints for M S International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  M S International Inc

  2095 N Batavia St Orange, CA 92865-3101

• 

  M S International Inc

  9501 Allen Dr Garfield Hts, OH 44125-4603

• 

  M S International Inc

  18250 E 40th Ave Ste 30 Aurora, CO 80011-5034

• 

  M S International Inc

  45 Brunswick Ave Edison, NJ 08817-2588

• 

  M S International Inc

  14777 Chrisman Rd Houston, TX 77039-1118

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a semi-circle seating area with 2 small columns that was originally built with stucco that we wanted to modify with stacked stone. We found the stone we wanted at MSI and on October 11, ****************************************************************** our backyard. When the seating area was completed, we noticed that there appeared to be excessive adhesive glue that had oozed out of the corner stones. Since this is an L-shaped stone, it appeared to be a manufacturing defect in the stone itself, not anything our contractor did. We were not happy with the appearance of the stone because there was white ooze showing on all 4 corners of both columns, thus taking away the beauty of the completed stone work. I called MSI and requested to speak to a supervisor. I was given the name of ****** ***** whom I contacted on 10/30/24 to explain the issue. He requested pictures and told me he would get back to me. On 11/7/24 he responded by saying to use a Dremel tool to remove the glue from the joints. That was the last time I heard from ******. I called MSI and requested a supervisor. I was given the name *****. After several phone calls, I finally reached him on 11/22/24 and explained the situation. He requested I send him pictures plus other things, which was sent. No response. I texted him again on 12/2/24 to ask if he received the info. I sent him. No response. I again texted him on 12/9/24 to let him know I have not heard back from him and was disappointed in how I was being ignored. He responded saying the matter will be resolved before the 20th and to wait for a response from their rep. ****** *****. On 1/17/25 I texted ***** again and told him ****** was not able to resolve the issue because he never called me as he promised. ***** promised he would take care of the problem, which he never did. The last time I heard back from ***** was 2/21/25. He has since stopped communicating with me. This issue remains unresolved.

  Business Response

  Date: 03/27/2025

  Dayana, I was out of the office last week and missed your earlier attempt to forward this to me.  I've got this and reviewing the matter now, as well as seeking a response from the personnel mentioned in the complaint.  I will try to get you a response no later than April 3, 2025.  Thank you. 

  Business Response

  Date: 04/01/2025

   Glue does not ooze out of stone.  This is 100% an installation issue that needs to be addressed by the contractor.  The complainant simply needs to contact her contractor who installed the stone and have them remove the glue.
  
   
  
  

  Customer Answer

  Date: 04/01/2025

  This is not a contractor installation issue or else it would be appearing on the flat stacked stones.  This is clearly a product defect on the corner stones as the ooze only appears on them.  It was manufactured carelessly on MSI's part.   have purchased MSI stacked stones in the past, including corner stones, and this the first time I encountered a problem like this.  ***** said he would take care of this issue.  MSI should stand behind their product.  They have been unwilling to resolve this problem.

  Business Response

  Date: 04/16/2025

  The sales director for this matter has been on leave.  MSI still insists this is an installation issue, however, I just got an update that M S International Inc. ("MSI"), will arrange a time with the complainant to have a contractor go out and have the excess glue removed.  The homeowner will not be charged for this service.  Thank you. 

  Customer Answer

  Date: 04/20/2025

  
  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

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I installed MSI Luxury Vinyl Tile (***) in my new home in late 2022 and moved into the home in December of 2022. Within one month of moving into the home the *** on the main floor of my home began to warp and split at multiple seams. A large expanse of the floor has now warped, the tongues and grooves that lock the *** together have broken off, the corners of the *** are chipping and bending, and there are areas away from the warping that are separating at the seams. MSI addressed the issue by sending a "third party" Inspector to examine the ***. MSI selected the Inspector and paid the fee for the inspection. The Inspector opined the *** was warping due to extreme heat, "undetectable" sub-floor undulations, and installer error. First, the exterior of the box in which the *** is packaged specifically states the *** can be installed in any part of the home. This alone discredits the argument the *** is warping due to extreme heat. The warping is occurring in an area in the vicinity of a 16-foot floor to ceiling window/sliding door expanse. This is the area the Inspector cited as warping due to extreme heat. However, there is *** in the same room exposed to a floor to ceiling window expanse that has not showed any signs of warping. Second, I feel there is no merit to the claim the installer is responsible. The *** is installed throughout my home, which includes the main floor, the upstairs, and basement. The only area with an issue is the main floor. It is also important to note there are interior areas on the main floor far from windows that are separating at the seams. Thirdly, the claim the sub-floor is the issue is clearly speculative as evidenced by the terminology used by the Inspector in his report where he stated there are "undetectable" undulations in the sub-floor. MSI has refused to accept financially responsibility, and as detailed above, the reasons given for the failure of the product are inconsistent, inaccurate, and disingenuous.

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased and had installed defective Flooring from Menards 9/29/23. I originally filed Complaint form for reimbursement with Menards. It took Menards Several months to send letters stating they will only give me a store credit, not include taxes i paid and I have to sign a document saying I wont sue anyone. I had been in contact with ***** and another *** at MSI who said they wouldnt refund me only the store. The Attorney General has reached out to Menards w/no response yet. I just received Legal advice I was told that the issue is on the Manufacturer who is not honoring the Warranty that is not explained anywhere of the steps to take for Warranty claim and knowing they are selling defective flooring from all the other likewise complaints. This is why Im now trying to get resolved thru Manufacturer. I request to be refunded the money paid.

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** (*************************************) did a kitchen renovation and used MSI ************************* The project was completed on 09/22/2022. The flooring originally stated an unlimited residential warranty but now lists a 10 year warranty. The floor chipped 12/05/2023 (I emailed NV Kitchen 12/05/23 and called 12/08/23 and 12/18/22 and spoke to ******) another piece has chipped off 09/11/2024. When I contact MSI (they can only be reached by phone), they say it is the contractor's responsibility and ********** says their work only has a 1 year warranty. It is a catch 22 and I am still stuck with damaged floor.

  Business Response

  Date: 09/19/2024

  this matter is still under investigation.  An inspection has been requested, but the complainant is currently out of town.  The inspector will contact the complainant to set up an inspection date upon her return.  We will provide another update once we have received a copy of the inspection report.  We kindly ask that the BBB not to close this matter until such time an inspection has been conducted, and MSI has been able to review and provide the results of the inspection report in a subsequent response to the BBB.  Thank you. 

  Customer Answer

  Date: 10/28/2024

  Issue ******** was not resolved. An independent engineer assessed the damage and determined the issue was the installation of the floor by NV Kitchen not the material by MSI. We have been traveling and unable to respond to your e-mail. Thank you, ****** ******

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3,000sq of MSI tile. All the tile was defective. The issue was thermal contraction. In the process of manufacturing these tiles, they cool off too fast and they contract and hold pressure. When you try to cut them, it relieves the pressure and they shatter. There is also an imprint baked in tile from not letting the tile cool properly. This has been reported time and time again not only by me but by other customers. ********************** will do nothing about it. The tile is being made in ***** with zero quality control and its creating problems in the ** tile market. Someone should be held accountable!

  Business Response

  Date: 07/23/2024

  There is absolutely nothing attached with the complaint to support any alleged issue.  

  Please provide the following for initial review and follow up:

  What is the complainant's involvement with the alleged issue?  Is he an installer or a retailer?  The complainant does not appear to be the third party consumer/homeowner of the property where the material was installed. 

  The property address where the materials were installed;

  Sku# / Product ID / Product Name and Type (i.e., ceramic, porcelain, etc.) / Legible copy of Receipt(s) and Invoice(s) for the tile purchased; 

  Where was the tile purchased? Please provide the name and address of the location where the tile was purchased;

  The name, address, email address and phone number of the tile installer and the true name of the installation business, if different from the installer's name; 

  Photos of the alleged issues/damage regarding the tile installed at the property;

  How soon was the alleged issue (or issues) noticed after installation? 
  

  Where exactly was the tile installed at the property?  1st or 2nd floor location? 

  When was the tile installed? 

  Was the tile inspected prior to installation? 

  Was grout used to install the tile, and if so, what grout was used? 

  Was sealer applied after installation? 

  Was the installation at the subject property completed?

  Was there any extra tile saved/stored after installation, and if so, is the extra tile still onsite at the property where the installation took place? 

  What tools were used to cut the tile? 

  Was the tile inspected by a certified flooring inspector, and if so, was there any report generated by the inspector reporting the cause of the alleged issue?  If so, please provide a complete copy of that report. 

  Thank you. 
  

  Customer Answer

  Date: 07/24/2024

  I have already contacted tile supplier with all information and they forwarded to MSI. MSI would not accept responsibility because I filed my complaint 5 working days after delivery and a few tile had already been laid down. I have had 4 different batches of tile delivered and have had issues with every single batch. 

  I have contacted a forensic tile consultant. Consultant advised I should seek legal recourse. 

  Business Response

  Date: 07/24/2024

  *****, it is now abundantly clear this is not a consumer, and this not an appropriate platform to lodge any alleged non-consumer complaint.  The BBB is designed for the "sole" purpose of attempting to resolve "consumer" complaints.  This person is obviously some contractor or installer.  Having said that, there has been no project information provided, or any of the information requested that could be used to even begin to review this matter further.  No name of the company he works for, no name of the supplier he apparently purchased the tile from, no name of anyone allegedly contacted at M S International, **** ("MSI") that we can even speak with - we don't even have the name or product ID number of the tile alleged to be at issue...    

  As you know, MSI always attempts to resolved BBB consumer complaints to the extent possible, and we would very much like to investigate the matter since the "installer" has brought this to the corporate office's attention (which could have been done without filing an inappropriate and/or false BBB complaint).   But if this non-consumer  "installer" continues to be uncooperative, and continues to refuse to provide any of the information requested that can actually help us to investigate the matter further, then all of this is nothing more than alleged and unsupported claims, with no evidence or information provided whatsoever in support of the alleged claims.  As a result, the only option in this instance is to close this matter in its entirety and not make this alleged complaint public.  

  If this installer truly wishes to seek a resolution of his alleged complaint, then he is more than welcome to contact MSI's legal department at ************.  

  Thank you.  
  

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased from *********** This is a cheap imitation vinyl olank made by msi aka home decorators vinyl plank flooring 3 weeks ago. Hd sku # ********** The product color does not match the advertisement. The product colors are mismatched. And the plank pieces do not sit even causing trip and fall hazard. The vinyl is already chipping and cracking at seams. Installed on new wood floor exactly as instructions required

  Business Response

  Date: 05/28/2024

  The materials were allegedly purchased through a third party vendor, Home Depot.  M S International, **** (MSI), has no record of this alleged purchase or the alleged install.  No receipts or photos were ever provided with this claim either to assist in investigating the alleged claim.  MSIs product team has since requested the store receipt and photos from the complainant so we can investigate the matter, but there has been no response to date at all to MSIs request.  MSI is continuing its efforts to contact the complainant.

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:08/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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.