ComplaintsforMSI Internationl Inc.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 68 cases of flooring at ********** April 2022, I hired a qualified independent installer to put flooring down. In February of 2023 I noticed thin sharp pieces of the vinyl were coming up, edges of planks was bowing at edges. I wen t to **********, they took my information **************** then sent information to MSI. I have been dealing with ********************* at MSI, They requested pictures and information on how it was installed, I provided all they had requested. They came back and offered me 26 cases of flooring in a good will gesture assuming it was an installation issue. I declined that offer and requested 3rd party inspection. Inspector came and in his report stated it was a leveling issue and not a product issue. I have read many reviews on **********s website. All have the same issue I do. Same pictures are on line that is exactly my issue. I have never done this but I believe it is a product issue not a leveling issue.I am a senior widow, I am asking MSI to replace product (not the same product) and pay for removal and reinstallation.I have 46 pages of email going back and forth with *********************.

  Customer response

  08/15/2023

  I did receive an email from MSI International letting me know they will not provide compensation for my complaint due to the level issue. It voids the warranty. I do not agree, I believe it is the product regardless of the level issue. What are my ***********?
  

  Business response

  08/16/2023

  ****************************,

  The attached inspection report clearly states the issue with the flooring is due to the flatness issues throughout the install. The measurements taken clearly indicate the flatness of the subfloor exceeded the normal amount allowed per industry standards.  "According to the **** F-710 which defines the required flatness of a concrete substrate, no subfloor shall not deviate more than 3/16 of an inch in a ten (10) foot measurement."  The complainant's floor measured "Out of Flat" by as much as 7/16" @ 10 ft. in the Dining Room, and as much as 5/8" in the Living Room.  "Installers have the responsibility to ensure the floor is "flat" within industry standards prior to installing the floor."  The issues will also continue to get worse, according to the inspector, unless the issues with the subfloor is corrected.  As such, the Complainant needs to get in touch with the unnamed "qualified independent installer" to correct the issues with the subflooring/flooring.  As far as the flooring itself, MSI, in a good faith gesture, will work with the ********** store and offer credit on the 38 cases of tile. 

  Thank you.    

  Regards, 

  M S International, Inc. 
  

  Customer response

  08/17/2023

   
  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.
  
  Sincerely,
  
  *********************

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