ComplaintsforMSI Surfaces

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I purchased the plank flooring sold by MSI at *********. Three months after we installed it the flooring got gapping and started to break down. I contacted the constructor who installed it and he said that the locks are defective and don't keep the planks in place. I am being a homeowner, don't know if this is the flooring issue or the constructor work. Because the constructor put the blame on the material quality, I contacted the ********* to file the claim with the MSI. The flooring has 10 years warranty and if there is a material issue, I would like to receive a refund. I filed the claim on Sep 1 and MSI never contacted me, and never refunded the money.

  Business response

  12/20/2022

  ---------- Forwarded message ---------
  From: ******************* <*********************************************************************;
  Date: Mon, Dec 19, 2022 at 6:32 PM
  Subject: Re: BBB Claim of ******************************* - Complaint ID #******** - Refused Inspection
  To: [email protected] <[email protected]>
  

  
  

  Dear BBB Resolution Team,

  The complainant filed a flooring claim through *********** store #****.  Upon receipt of the complaint from ********** and some discussion, M S International, Inc. (“MSI”), an importer and distributor, attempted to have a 3^rd party inspection conducted in the complainants home since 99% of these situations are typically due to installation issues.  So MSI scheduled a 3^rd party inspector to conduct an onsite inspection at the complainants property for Saturday, December 3, 2022 (the claim was filed with *********** who in turn contacted MSI, and MSI scheduled a site inspection.  So at that time it wasn't necessary for MSI to contact the complainant).  However, MSI was informed by ********** that the inspector had canceled the scheduled appointment, so MSIs ********** Customer Service Department (HDCSD) reached out to both parties for comment as to what happened. 

  Per the inspectors response to MSI dated December 5, 2022, on the night of December 2, 2022, the inspector hit a deer while driving, which severely damaged the front end of his car.  The car was no longer drivable after the accident occurred since the headlamps were blown out in addition to other damage.  The inspector called the complainant the next day to let the complainant know what had happened, and that he could not get a rental car quick enough because: 

  1.       The accident occurred on Friday night, and he was submitting the claim with the insurance and making arrangements for a rental on Saturday morning; and

  2.       The insurance company had to approve everything prior to obtaining a rental car.

  The inspector called the complainant and explained the situation to her and that unfortunately, he would have to postpone the inspection for another day.  The complainant was apparently already on her way to her vacation home where the tile was installed, but instead of turning around, the complainant drove all the way to the vacation home in PA anyways (complainant lives in NY).  So the inspector offered to take his wife's car to meet her the next day on Sunday, December 4, 2022, but the complainant stated she was not staying over the weekend.  The inspector tried offering other days to conduct the inspection, but the complainant declined, did not believe him, and did not want him in her home.  Per the inspector, the complainant did not care what happened to him, got angry with him, and did not want to understand.      

  Our **CSD reached out to ********** on December 6, 2022, after also speaking with the complainant, and submitted the following report: 

  I did speak with the customer yesterday to get her side of what happened.

  Based on her explanation the inspector cancelled the appointment due to him getting into an accident and not able to make

  the appointment. She was very argumentative and not very understanding to his situation. She felt that the inspector should 

  have found a way to get there and expected him to either get a taxi or rental car so he could do the inspection that day.

  So we reached out to the inspector to find out from him what happened and his response is in the attached email.

  The inspector tried to be very accommodating to the customer but she was being very unreasonable.

  The **CSD representative requested that the ********** Customer Care Team reach out to the complainant, and then advise how to proceed.  So the complainants claim that MSI never contacted her is unequivocally false.  The complainants response also confirmed that the inspectors claim was valid.  MSI can understand the complainants disappointment, and MSI would like for this matter to be resolved as well.  Its obviously very unfortunate that this happened.  But things can happen that are totally out of anyone's control, like getting into an accident due to being struck by a deer the night before you're supposed to be somewhere.  The inspector graciously tried to offer the complainant alternative dates for inspection in good faith, but this complainant was entirely unwilling to cooperate.  For this complainant to be so apparently callous over a situation that was 100% unintentional and completely out of the inspectors control, then refuses to allow the inspector to reschedule the inspection when being cooperative and understanding would have been the more reasonable approach, shows a complete lack of good faith on her part.  This is not the way to resolve an alleged issue concerning one of her properties.  Without any 3^rd party inspection of the alleged damage, it is impossible for MSI to ascertain the reason for the alleged issue with the flooring.  Until such time as the complainant allows for a 3^rd party inspection of the flooring to occur, any resolution is not possible.

  MSI would request a little more cooperation on the part of the complainant and allow an inspection to proceed doing so benefits all interested parties (MSI can locate another inspector to perform the inspection, if necessary, at the complainants request).  The complainant can contact either MSIs **CSR, or contact **********s Customer Care Team (contact info for both, per my understanding, is already in the possession of the complainant), once again to reschedule an inspection so the cause of the alleged flooring issue can be determined.

  Thank you.

  Regards, 

  Customer response

  12/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The inspector from MSI scheduled the inspection and I had to plan the entire day and drive 7 hours from one state to another state

  just to meet him for the inspection. 

  I received the call from the inspector in the morning while driving and he stated that he is not sure if he will appear but I can call him back when I will arrive to PA.

  He did not tell me to turn around and just reschedule the appointment. He also had 4 hours to arrange for the car what he refused to do.

  When I arrived on the property and called the inspector, he sound drunk on the phone and could not even to put his words together. 

  He mentioned that he will appear the next day early morning what means that he was not injured and just decided to skip the scheduled appointment.

  When I asked him a question if he can send over another inspector and what is his company name, he hang up the phone and did not pick up anymore.

  It does show the inspector as not trustful person . He was intentionally hiding his company name and at this point the entire story sound as a lie to me.

  I looked up his company online and it appeared that they have over 20 inspectors and anyone could come and  complete the task or give a ride to this inspector.

  The inspector sent by MSI intentionally did not appear to do his job. He decided to ignore the scheduled appointment by unknown me reasons. He  didn't arrange the 

  car to complete the inspection when it takes 5 min to call a taxi.

  He also did not cooperate with me to provide his company information or another inspector to assist. 

  The MSI who sent this inspector don't want to take the responsibility that their inspector failed the inspection and intentionally did not appear. 

  If MSI will need me to drive another 7 hours again for the  inspection, the MSI will need to cover the double trip cost because I waste my time,

  my money and taking the time from my daily responsibilities just to find out that they sent me a drunk inspector who is hanging up on the customers. 

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

  Business response

  01/14/2023

  ---------- Forwarded message ---------
  From: ******************* <**********************************************;
  Date: Fri, Jan 13, 2023 at 7:45 PM
  Subject: RE: [Not in Whitelist]Re: BBB Claim of ******************************* - Complaint ID #******** - Refused Inspection
  To: Dispute Resolution Team  <[email protected]>

  
  

  Dear BBB Resolution Team,

  Please be advised that upon continuing our follow up in this matter regarding an arrangement to schedule another inspection with a new inspector, M S International, Inc., was informed by the new inspector that the complainant told him that she entered into a settlement agreement with the ********** Store #**** as apparently she did not want another inspection attempt. 

  Thank you.

  Regards,    

  Customer response

  01/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We bought flooring manufactured by this company. The flooring is faulty and we have tried to file a warranty claim. Our fist attempt was not responded too at all. They claim they never fit it. I filed again which again no response. So I called and as we were on the phone they sent a email asking the same questions I have already responded too via email. They are just trying to blow me off. And are not upholding the warranty

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