Documented · dated · verifiable
We chose MKD Kitchen & Bath only because Costco recommended them. Eight months, countless disappointments, and $15,000 of losses later, here’s what we got.
We signed with MKD Kitchen & Bath of Marshall, Michigan on February 23, 2026. Over the next eight months they cut our countertops wrong three times, sent fourteen different people to our house, cost us Airbnb income, and stopped returning our calls. Then the Costco rebate we were promised took until October to arrive, after the company’s Director of Operations, Michael Johnson, ignored our emails entirely. We wrote down everything as it happened. This is the record.
This was supposed to be a short countertop job at a property we rent out on Airbnb. Instead it ate the better part of a year. We cancelled a guest booked for Memorial Day weekend because the kitchen still wasn’t finished, and we lost bookings we can’t get back while we waited on a company that kept not showing up, not calling back, and not getting it right.
The money is only part of it. The rest was the time: afternoons on hold, voicemails nobody returned, installers who arrived knowing nothing about the last three visits, the same problems explained over and over to people who had no record of them. Eight months of our life went into getting one kitchen counter installed correctly.
By the numbers
One kitchen countertop job
MKD’s compensation for all of it was $2,500. Our losses were more than $15,000: cancelled Airbnb bookings, a delayed launch, and the hours we spent chasing them. We took the $2,500 only to close the chapter.
The short version
Five moments that tell the whole story
The first countertop came cut wrong. The sink hole was the wrong size and had to be recut. We sent photos of every problem the same day.
The replacement was cut wrong too, about 12 inches too short behind the sink. When we asked the installer to fix the earlier mistake, he said “I think that’s someone else’s job. Nothing I can do here.”
A third bad piece. The installer looked at the slab in his truck and said “How big is it supposed to be? It looks wrong.” He was right. He installed it anyway, with sharp unfiled brackets and bad seams.
The Wells Fargo financing for our job had been opened under a previous resident’s email address. A stranger was told about a credit account in their name for our purchase, and our financial information landed in someone else’s inbox.
We emailed the Director of Operations, Michael Johnson. He never replied. The Costco rebate we were owed arrived only after we called yet again and Costco’s own people reissued it, almost eight months after we signed.
What happened
Nobody there knew what anyone else had done
Carpenters have a rule: measure twice, cut once. MKD measured our counters more times than we could keep track of, and still cut them wrong three separate times.
Every installer showed up with no idea what the last one had done. One of them looked at the slab in his truck, before he even came inside, and asked us “how big is it supposed to be? It looks wrong.” He was right. He installed it anyway.
They couldn’t keep their own records straight either. They gave us the wrong installer’s name more than once. When we pointed out work that was clearly wrong, a rep asked whether we had “signed off” on it. Most days nobody called us back. We left voicemails, sat on hold, and dug up people’s direct numbers just to find out what was going on.
It wasn’t only the stonework. The Wells Fargo financing set up for our job was opened using a previous resident’s email address, not ours. A stranger was notified about a credit account in their name for our purchase, and our private financial information landed in someone else’s inbox. Nobody asked us, and nobody caught it.
We did not stay quiet about it. We went up the chain to the Director of Customer Experience, Jen Lasky, then put it in writing to the Director of Operations above her, Michael Johnson, who never replied at all. The Costco rebate we were owed did not arrive until October, eight months after we signed, and only after we called yet again and MKD’s own accounts-receivable finally looped in Costco’s account managers to reissue it. Whoever runs this company should see how that went. If they already know, that is worse.
The whole thing, date by date, is on the full timeline.
“All of this is on us at this point.”
Emily, MKD customer service. May 13, 2026.“There’s a clear breakdown.”
Jen Lasky, MKD Director of Customer Experience. May 14, 2026.“How big is it supposed to be? It looks wrong.”
An MKD installer, from his truck. He installed it anyway. May 26, 2026.“I think that’s someone else’s job. Nothing I can do here.”
An MKD installer, when we asked him to fix an earlier mistake. May 13, 2026.Why this page
This stopped being about the money a while ago
We took MKD’s $2,500 in July. We didn’t take it because it covered what the job cost us. It didn’t come close: cancelled bookings, a delayed launch, and all the hours, well over $15,000 by the end. We took it to close things out, and to get the people above customer service to hear what had happened. They heard. Nothing changed. So we wrote this down, for three people.
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Costco, so it knows who it recommends
Costco sent us here and financed the job. The work, the service, and the Costco rebate all fell apart. Costco’s name and its members’ trust are on the line.
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MKD’s owners, so they see how it runs
We escalated to the Director of Customer Experience, Jen Lasky, and then the Director of Operations, Michael Johnson, who never replied, and still had to keep pushing for months. The family that owns this company should see the whole thing.
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The next customer, before they sign
Anyone thinking about MKD Kitchen & Bath, through Costco or not, should be able to find this first. Every word of it can be backed up.
The Costco angle
Why Costco should care
We’re Costco members because we trust Costco to put its name behind quality, not just price. The price here may have been fine. That is beside the point. The quality of the work and the service was nowhere near what Costco members deserve, or anywhere close to the Costco promise. That is what this is really about.
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The work Costco recommended
Three countertops cut wrong, thirteen visits, and one installer we had to tell them never to send back. It is all in the full timeline.
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The service behind it
Months of calls nobody returned, and an escalation that reached MKD’s Director of Operations, Michael Johnson, who never replied.
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The Costco rebate itself
The Costco Shop Card that came with our deal took until October to arrive. In the end it was fixed by Costco’s own account managers, after MKD spent months telling us it had already been sent.
If you’re reading this at Costco: this is a contractor carrying your name, delivering service far below what your membership stands for. Your own people are the ones who finally sorted out the rebate. Members should not have to spend eight months chasing a company whose Director of Operations never answers. We’ve filed a complaint, and we’ll share every email, document, and photo. This page is public and indexed, so Costco members researching MKD before they sign will find it too.
Who’s responsible
Who we hold responsible
We don’t blame the workers who got stuck in this as much as the people running it: the ones who set the schedules, assigned the crews, and decided what counted as finished and fair. MKD is a third-generation family company. What leaves their shop, and how they treat the people who paid for it, is on them.
If you’re reading this at MKD: we went through every level of the company you offered us, and it still didn’t get fixed. If the people at the top knew how this was being handled, it would not have gone this way. So we’re making it hard to miss. This page is public and it’s indexed. Anyone searching for MKD Kitchen & Bath can find it, and other customers can add their own accounts to it.
Evidence
We kept the receipts
Everything here comes from records we kept while it was happening: signed contracts and change orders, dated photos of each bad install, texts, and a log of every call. The full timeline lays out every date. We’re getting the photos and scans ready to post.
If you’re another MKD customer with a story like ours, or someone who works there and wants to set the record straight, we want to hear from you.
Add to the record
You’re probably not the only one
This page is public, it’s indexed, and we’re actively getting it in front of people: with Costco, with the Better Business Bureau, and with anyone who searches for MKD Kitchen & Bath before they sign a contract. If you found it that way, that is exactly the point.
If MKD did something like this to you, a bad install, months of silence, a Costco rebate that never showed up, we want to hear it. We’re collecting accounts so the full pattern is on the record, not just ours. Tell us what happened. We read everything, and we won’t put your name on this site without your okay.