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Business Profile

Natural Stone

MSI Surfaces

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    starting in November of 2021 we had MSI LPV flooring installed throughout our home. This was installed by two different contractors. Since then the floor has been lifting and cracking in all areas of our home. There has been no abuse or damage on our end. We live with my elderly parents to care for them and it is just the four of us. There is no excessive use as the manufacturer is claiming. They have not even come to inspect the issue. My contractor has offered to replace the broken pieces but this will only make things worse from what I understand and this floor I have researched has been found to be defective for the time period I bought it. I have a new contractor who states he won't buy this floor. This floor is less than 3 years old and two years in my kitchen and needs a full replacement. It has a "lifetime" warranty but even if it didn't it also has a 10 year warranty. I expect a refund for the materials they provided. Attached are the contracts and the pictures of the damage.

  • Initial Complaint

    Date:01/14/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Jan 16, 2023, we purchased flooring under the name Ackland Premium Waterproof flooring, in the color Bayfield Blonde from ****** wholesale in *******, ** in two separate transactions, for a total of ********. Before purchasing the floors I looked up the floors and found their website that clearly advertised transition pieces for our project. We prepped and laid the floors in March- April 2023. I began to notice the floors breaking, and scratching a significant amount, with just normal household activities. I also found out during completion of our project, that they do not sell the transition pieces and we would have to go find a best match. I began communicating with the company MSI Surfaces prior to August of 2023, but have the first email communications with them in august of 2023, hopeful for a resolution, as they advertised a lifetime residential warranty for the floors. There has been no resolution for the damaged floors, and the company has ghosted me completely. They last emailed at the beginning of November. I am looking for the cost of the floors and the labor to be refunded, OR the floors repaired, or a complete exchange of the flooring.

  • Initial Complaint

    Date:07/06/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 flooring with a warranty and the flooring is falling apart. I tried to place a warranty claim back in March, they had an inspector come out about a month ago and now theyre completely ignoring me. They will not provide a phone number and they will not email me back. My only contacts to them are:************************************* **************************************** Ive had many conversations through email with them and i believe theyre avoiding me because the flooring is throughout my entire home so its a fairly costly claim.I purchased this flooring because they offered a warranty and felt it would be a good quality product but its not and they arent standing behind their warranty.

MSI Surfaces is NOT a BBB Accredited Business.

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