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MSI Surfaces Rating
Address: 44770 Old Ox Road, Dulles, Virginia, United States, 20166
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Address: 44770 Old Ox Road, Dulles, Virginia, United States, 20166
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I ordered 12x24 tiles and the matching bullnose tiles. The tile colors do not match. I tried to resolve the error through the distributor, KRB Kitchen and Bath, but was told I needed to contact the manufacturer. The rep told me that they were not responsible for ensuring that the colors matched- that was my responsibility. They have refused to help.
To whom it may concern,
We have received the included complaint that was initiated by ***. Ms. claims her bullnose edge pieces did not match her 12x24 field tile. Ms. purchased this material from KBR Kitchen and Bath, who did in fact purchase this material from MSI. Ms. states in her complaint that we are the manufacture of this material. We are not the manufacture, we are the distributor of this material. KBR who she purchased the material from is a dealer of our material with no relationship to MSI other than a being a customer. We responded to Ms.' email sent to us on September 4th 2019, explaining to her that Bullnose material is manufactured at a different time than field tile, making it a corresponding piece not a matching piece. We also inquired as to why her installer would install these pieces if there was such a difference. All MSI's Sales Orders state "Buyer/Owner must inspect the material prior to installation and prepare any blending to meet buyer/owner approval prior to installation". In this case KBR was the Buyer/Owner of this material not Ms.. Ms. also states that we refused to help. The attached email states that we were sending replacement bullnose pieces to KBR in an effort to get a closer corresponding bullnose, but we will not be helping with labor cost as requested as these pieces should not have been installed if they were not satisfactory. We did learn later that KBR gave her $800.00 that she had requested from them for labor. In good faith MSI is splitting this with KBR, by adding a $400.00 credit to their account.
Ms. received her requested labor charge from KBR. MSI requests that this complaint be closed and cleared from your records.
V/r
MSI
MSI Premium Surfaces
Hello,I do not consider the issue resolved. As you can see from their response, they pass the responsibility of quality Assurance on to their customers. The company was rude and flat out refused to help resolve their mistakes. I would never use their products again based on the lack of any customer service and unacceptable quality. They had the responsibility to be up front to tell their distributors about the lack matching between tiles and bull-nose. Sincerely