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 has 23 locations, listed below.

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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

• 

  MSI Surfaces

  44770 Old Ox Rd Dulles, VA 20166-2327

• 

  M S International Inc

  45 Brunswick Ave Edison, NJ 08817-2588

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:06/02/2025

  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.

  We demand a full refund in the amount of $3,460.11 for the purchase of MSI Sienna Elmhurst Laminate Waterproof Flooring, made on April 10, 2023 under Purchase Order #******** from ********** Store #**** in ***************, *******. The purchase was made by our general contractor, ****** ******, ****************, ************ and installed by his subcontractor in our new home build at *************************************This product was clearly advertised as "waterproof" on the product packaging, and "100% Waterproof," on the ********** website. However, this flooring has failed due to water damage in two separate areas of our home. Contrary to your marketing claims, the product has exhibited significant water absorption, swelling and peaking at the seams, and subfloor moisture intrusion beneath the planks. As you are aware, the industry definition of 100% waterproof includes imperviousness to water damage, resistance to swelling or peaking, and performance under conditions such as spills, wet mopping, and appliance leaks. Your product did not perform according to these reasonable and widely understood claims.We have repeatedly addressed these issues with your team and provided clear photographic and professional evidence of the damage, including a report from your own independent inspector, **** H. *****, ***** Certified, who stated the following:Looking at these questions the report speaks for itself. It shows that the seams have a high moisture content, therefore proving that the Peaking is caused by moisture. Scientifically there's no way to dispute that.Further evidence from Mr. ****** inspection report includes:"Looking across the floor into the living room towards the sliding glass door shows peaking at the seams.""Evidence of high moisture content.""A high subfloor moisture reading of 28% was observed in the dining area where the plank had a peaked seam of .035."A plank moisture reading in the same area was measured at 18%."

  Business Response

  Date: 06/17/2025

  After discussions with the ********** Store location and the complainant, since replacement flooring was on backorder, M S International Inc., offered credit on the flooring.
  
   

• 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.

  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.lue 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.
  
   
  
  

  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.

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

  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. 

• 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 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: 07/23/2024

  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. 
  

  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.