We hired MKD Kitchen & Bath for countertops. Four months later, the job still isn’t right.

By the numbers

One kitchen countertop job

The pattern

This isn’t one bad day. It’s a system that doesn’t work.

The same job was measured wrong, then cut wrong, then cut wrong again. Installers arrived without being told what the last installer did — one of them looked at the piece in his truck and asked us, before he’d set foot in the house, “how big is it supposed to be? It looks wrong.” He was right.

MKD’s own staff cannot keep track of their own work. We were repeatedly told the wrong installer’s name from their system. We were asked whether we had “signed off” on work that was visibly defective. For days at a time, no one called back — we left voicemail after voicemail on the main line, sat on hold for eight minutes at a stretch, and chased down direct numbers just to get a status update.

The most telling part: nearly everyone we dealt with admitted the problem. They called it “a clear breakdown.” They said “all of this is on us at this point.” And still nothing changed. We don’t believe MKD’s ownership knows how badly this job has gone — because the people who could fix it have never been told the whole story. This page tells it.

What we’re asking for

This ends three ways

1. Finish the job correctly

   Countertops measured, cut, sealed, and installed right — the first time, by people we haven’t already had to ban from our home for refusing to fix their own work.

2. Compensation that reflects the real loss

   Our losses from this project — cancelled Airbnb bookings over Memorial Day weekend, a postponed launch, and dozens of hours of our time chasing a company that wouldn’t call back — now exceed $15,000, nearly the entire price of the job. MKD has offered $2,500 back (16%). We asked for $5,000 (31%) as a fair starting point.

3. Honest accountability — internally and to Costco

   MKD’s ownership should know what is being delivered under their name, and Costco should know what its referral produced. We are documenting this for the Better Business Bureau and Costco as well.

The full record

Timeline of events

Reconstructed from contemporaneous notes, text messages, voicemails, signed contracts, and dated photographs kept throughout the project.

• Feb 23, 2026Signed the contract with MKD Kitchen & Bath.
• Late FebruaryA measurer arrived, acted as though the job was an enormous imposition, and made clear he didn’t want to do it. We asked him to leave; MKD scheduled Aaron instead.
• Mar 5Aaron came to template the countertop. Only now were we told — for the first time — that the old counter had to be removed before templating, that we couldn’t use our own sink, and that the area needed leveling.
• Mar 11Signed an additional contract for removal and leveling. A crew came but couldn’t measure because the surface wasn’t level.
• Mar 13Texted Aaron to confirm whether he was coming the next day to remove, level, and measure.
• Mar 14Aaron came on a Saturday to remove the old counter, level the area, and measure.
• Mar 18Spoke with Robin about a change order for plumbing, blender, leveling, and cooktop disconnect/reconnect.
• Mar 25Signed the change order discussed with Robin — an additional $3,209.88.
• Apr 7Counter install and backsplash measurement scheduled.
• Apr 14Aaron measured the backsplash.
• Apr 16Dakota was scheduled to install the cooktop and blender.
• Apr 24Install scheduled — then pushed back.
• Apr 28MKD installer Indray came to install and was here 1.5 hours. He couldn’t install the left side of the sink: the hole had been cut wrong and needed to be recut. We sent MKD photos of every issue the same day.
• Apr 29Dakota texted that he was coming to do the faucets. No one at MKD had told him the backsplash never went in on the 28th, so the trip was pointless.
• May 5Sean was out ill; we spoke with Amber. MKD acknowledged a logged measurement error but said it was installable, so we agreed to schedule.
• May 6Left a message for Sean at 4:02 PM.
• May 7Left a message at 11:24 AM on the main customer-service line — no one ever picked up from hold.
• May 8Sean called at 1:42 PM. His system showed the wrong installer for both visits. When we raised the overhang problem he said, “I am not understanding what you are talking about,” asked “Did you sign off on this?”, and told us to explain it to the next installer ourselves.
• May 13Wrong again. Installers arrived; the counter was cut wrong a second time — about 12 inches too short behind the sink. Asked to address the prior error, installer Indray said, “I think that’s someone else’s job… nothing I can do here.” We called MKD at 12:23 PM (8 minutes on hold, then voicemail) and texted sales rep Firas, who gave us the number for Jen, the customer-service director.
• May 13 · 2:45 PMSpoke with Emily, who said Jen was unavailable until end of day. After we explained everything, Emily said: “All of this is on us at this point.”
• May 14Jen (Sean’s manager) called back. The May 13 piece was mismeasured yet again, now with a return date of May 19. She said there was “a clear breakdown,” that the install manager would take over, and that someone would come out.
• May 18Gary, the install manager, came to the house and said everything installed so far was not good enough — the bar top had to be remeasured and remade. He promised it would all be done by Friday, May 22. We cancelled an Airbnb guest booked for May 22–25, Memorial Day weekend.
• May 19The backsplash behind the sink was finally installed.
• May 20Dakota installed the faucets.
• May 22Amber called: she’d been brought in by Jen and Gary to handle compensation. The remade bar top now couldn’t be installed until May 29. (The May 22 deadline was missed.)
• May 26After coordinating delivery, Indray reached the house at 4:45 PM. His first words, from the truck: “How big is it supposed to be? It looks wrong.” He installed the bar top anyway — with no lip on the sink side (the opposite of what Gary specified), sharp unfiled brackets underneath, terrible seams, and no seal by the butcher block. Asked to file the sharp brackets, he said, “No, I can’t do that, you should have told me that before install.”
• May 28Called MKD at 10:18 AM. Amber had promised to call twice the day before and never did — “I apologize I didn’t call you.” We resent photos: sharp brackets, no seal, bad seams, no overhang. Amber: “I think it was cut wrong.”
• May 29Matt, a repair tech, came at 8 AM. He cleaned up the caulk and grout (agreeing it was terrible), sanded the sharp brackets, sealed between the butcher block and counter, remeasured the bar top, and said he’d return to cut down the piece behind the cooktop.
• Jun 9Left a message for Amber at 1:15 PM.
• Jun 10On hold 8 minutes, then voicemail, asking Amber or Jen to call back.
• Jun 11Called at 9:07 AM. Reached Brittany; both Amber and Jen were unavailable. Jen texted at 9:57 that they were “waiting on a material update,” then called at 2:43 PM: the material had been on backorder, but she was reassigning slabs from other jobs to ours. Install set for Tuesday, June 16. We refused to have Indray back — we had already told MKD he was never to return to our home — and Jen was surprised to learn we’d already met the “new” team too, another gap in their records. She confirmed she is the Director of Customer Service and acknowledged no one had done any proactive follow-up from May 29 to June 11.
• Jun 15Emily called to confirm installer Lozar would come the next morning.
• Jun 16Lozar installed the bar top (8:20–9:15 AM). Matt reset the backsplash beneath it and cut the piece behind the cooktop. He said we’d need to have someone else trim the wood behind the cooktop so it could sit back far enough to close the gap.
• Jun 17Jen called at 1:54 PM and offered $2,000 back on the $15,925.72 total. We asked for $5,000 (about 30%); she said she wasn’t authorized for that and could do $2,500 at most. The escalation remains open.
• Jun 22Where things stand today: the job has consumed nearly four months, the compensation gap is unresolved, and we are documenting everything — here, and for Costco and the BBB.

The Costco angle

This came to us as a Costco referral

We didn’t find MKD Kitchen & Bath on our own. They were presented to us through Costco, and MKD advertises the Costco relationship as a mark of their standards. We trusted that. The work delivered under that referral is documented above.

Accountability

Who we’re holding accountable

We have no quarrel with tradespeople doing their best inside a broken system. Our issue is with the people who run that system — who set the schedules, staff the jobs, and decide what “done” and “fair” mean. MKD is a third-generation, family-owned company. Its leadership is accountable for what leaves its shop and what it does to make this right.

Evidence

It’s all documented

Every claim on this page is backed by a record kept as it happened: signed contracts and change orders, dated photographs of each failed install, text messages, and a call log. Photographs and document scans are being prepared for publication here.

If you are an MKD customer with a similar experience — or a member of MKD’s team who wants to set the record straight — we want to hear from you.

Contact

Add to the record

Another MKD customer with a similar story? A current or former employee? Someone with information about this job or others like it? Send us a message. We read everything, and we will not publish your name without your permission.