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 three months to show up, and only after we called Costco ourselves. We wrote down everything as it happened. This is the record.
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.
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, then put it in writing to the Plant Manager above her. None of it worked. We only got the Costco rebate we were owed because we picked up the phone and called Costco ourselves. 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, 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 and the Plant Manager and still had to call Costco ourselves. 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 didn’t go looking for MKD. Costco put them in front of us, Costco financed the job, and MKD puts the Costco name in its own marketing. We trusted that. Three parts of the Costco experience fell apart.
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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 the Plant Manager and still fixed nothing.
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The Costco rebate itself
The Costco Shop Card that came with our deal took three months to show up, and only after we called Costco. MKD kept telling us it had already been sent.
If you’re reading this at Costco: we’ve been Costco members for years. When this fell apart, Costco told us the compensation was between us and MKD and did nothing else to help. This is what one of your recommended contractors did to members who trusted your name. We’ve filed a complaint, and we’ll share every email, document, and photo.
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.
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.
Contact
Add to the record
Another MKD customer? Someone who works or worked there? Anyone who knows something about this job, or others like it? Write to us. We read everything, and we won’t put your name on this site without your okay.