A documented customer record
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The full record

Timeline, February to October 2026

Put together from notes, texts, voicemails, signed contracts, and photos we took as it happened. Everything here can be backed up.

  • Feb 23, 2026Signed the contract with MKD Kitchen & Bath.
  • Late FebruaryA measurer came out, acted like the job was a huge imposition, and made it clear he didn’t want to do it. We asked him to leave. MKD sent Aaron instead.
  • Mar 5Aaron came to template the countertop. This was the first we heard that the old counter had to come out before templating, that we couldn’t use our own sink, and that the area needed leveling.
  • Mar 11Signed a second contract for removal and leveling. A crew came out but couldn’t measure, because the surface wasn’t level.
  • Mar 13Texted Aaron to confirm 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 18Talked to Robin about a change order for the plumbing, blender, leveling, and cooktop disconnect and reconnect.
  • Mar 25Signed that change order. Another $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 28Indray came to install and stayed about an hour and a half. He couldn’t install the left side of the sink, because the hole had been cut wrong and needed recutting. We sent MKD photos of every problem the same day.
  • Apr 29Dakota texted that he was coming to do the faucets. Nobody at MKD had told him the backsplash never went in on the 28th, so the trip was wasted.
  • May 5Sean was out sick, so we spoke to Amber. MKD admitted there was a logged measurement error but said it was installable, so we agreed to schedule.
  • May 6Left a message for Sean.
  • May 7Left a message on the main line, after nobody ever picked up from hold.
  • May 8Sean called. His system had 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. The counter came cut wrong a second time, about 12 inches too short behind the sink. When we asked Indray to deal with the earlier mistake, he said “I think that’s someone else’s job. Nothing I can do here.” We called MKD (eight minutes on hold, then voicemail) and texted the sales rep, Firas, who gave us Jen’s number.
  • May 13, laterSpoke to Emily, who said Jen was tied up until end of day. After we walked her through it, Emily said: “All of this is on us at this point.”
  • May 14Jen 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 to 25, Memorial Day weekend.
  • May 19The backsplash behind the sink finally went in.
  • May 20Dakota installed the faucets.
  • May 22Amber called. Jen and Gary had brought her in to handle compensation. The remade bar top now couldn’t go in until May 29. The May 22 promise was gone.
  • May 26After a lot of coordinating, Indray reached the house late in the day. The first thing he said, from his truck, was “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 had specified), sharp unfiled brackets underneath, bad seams, and no seal by the butcher block. When we asked him to file down the sharp brackets, he said “No, I can’t do that, you should have told me that before install.”
  • May 28Called MKD. Amber had promised to call twice the day before and never did. “I apologize I didn’t call you.” We resent the photos: sharp brackets, no seal, bad seams, no overhang. Amber said “I think it was cut wrong.”
  • May 29Matt, a repair tech, came out. He cleaned up the caulk and grout (he agreed it was terrible), sanded the sharp brackets, sealed between the butcher block and counter, remeasured the bar top, and said he’d come back to cut down the piece behind the cooktop.
  • Jun 9Left a message for Amber.
  • Jun 10Eight minutes on hold, then voicemail, asking Amber or Jen to call back.
  • Jun 11Called again. Got Brittany; Amber and Jen were both unavailable. Jen texted that they were “waiting on a material update,” then called back. The material had been on backorder, but she was pulling slabs from other jobs for ours. Install set for Tuesday, June 16. We told her Indray was never to come back, which we’d already said, and she was surprised to hear we’d met the “new” crew before too, one more thing their records had missed. She confirmed she is the Director of Customer Experience and admitted nobody had followed up with us between May 29 and June 11.
  • Jun 15Emily called to say Lozar would come the next morning.
  • Jun 16Lozar installed the bar top. Matt reset the backsplash under it and cut the piece behind the cooktop. He said we’d have to get someone else to trim the wood behind the cooktop so it could sit back far enough to close the gap.
  • Jun 17Jen called and offered $2,000 back on the $15,925.72 total. We asked for $5,000. She said she wasn’t authorized for that and could do $2,500 at most.
  • Jul 2MKD followed up asking us to take the $2,500. Costco had already told MKD that compensation was strictly between them and us. After years as loyal Costco members, it was extremely disappointing that Costco did nothing to help us.
  • Jul 8We took the $2,500 to close it out. We said plainly it did not cover the failures or our time, and we asked for whoever was above customer service, so the problems could actually get fixed for the next customer. MKD gave us Michael, the Plant Manager.
  • Jul 9 to 21MKD’s accounting needed a signed authorization form before they’d issue the credit. The breakdown: $15,925.72 original, less prior payments, less the $2,500.
  • Aug 3Told to expect a call from Wells Fargo to approve the credit.
  • AugustA privacy breach. The Wells Fargo financing set up for our job had been opened using a previous resident’s email address, not ours. That person was notified of a credit account in their name for our purchase, and our private financial information was exposed to someone who is not us, without our permission. One more thing that went wrong on MKD’s watch.
  • Sep 22We asked when and how we’d get the Costco Shop Card rebate we were promised. MKD said it had gone out on September 15 and told us to check our email, our spam, and our Costco account. It wasn’t in any of them.
  • Sep 22, laterThen MKD said Costco had made a spelling error on the 15th and resubmitted it, so another 7 to 10 days.
  • Oct 2Still nothing. We asked MKD to bring in someone who could actually fix it.
  • Oct 5MKD said again that Costco “confirmed it was released on 9/15” and that we “should have received it.” We hadn’t.
  • Oct 7We emailed Michael, the Plant Manager, directly, because the Director of Customer Experience couldn’t get it done.
  • OctoberThe Costco Shop Card finally showed up, but only after we called Costco ourselves. About three months after we closed out the compensation, and almost eight months after we signed. It ended because we ended it, not because MKD did.
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