ComplaintsforMKD Kitchen and Bath

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with *** to have new countertops and our kitchen cabinets refaced in February 2024. We have *** through several catastrophes since this whole process started. They installed new quartz countertops in March of 2024, the large island countertop came in 2 pieces that turned out to be two different hues of white. It took another 8 weeks to get new countertop because of their insurance claim to whomever supplies them. During this time in August they wanted to reface cabinets, then install new quartz countertop and backsplash. The refacing job was not up to standard and the worker left the job as it was and then trying to reach the Manager ***** or ******* in ************, virtually impossible. No call backs, no apology's nothing. Then when I canceled our shopping pass loan and paid off the balance they asked me if I had the money to pay them. Really none of their business. We were told from the sales *** that they didn't use contractors for their installation. Out and out lie. They sent a few guys out here to our home to impress us I guess, they didn't really do anything but distract and make promises they can't keep. Now it is almost November and no-one can get ahold of them for answers as to when supplies needed to finish the job will be available. They don't respond to phone calls and they have no clue what customer service is, they ignore you. The young man who apparently did our cabinets has been fired and they are sending a new guy here to fix everything but he has to order more trim and things every time he's here. The crown molding is a disgrace since we were lied to about that. It has been months with our home in a standstill. We did have a new countertop installed through them but I wouldn't recommend their services to anyone. This kitchen remodeled was first seen at a ****** kiosk. ****** can't even get a response from this business. How sad this company can't live up to its promises or even tell you what your really in for when using them

  

  Business response

  11/04/2024

  Thank you for sharing your honest feedback with usits incredibly valuable and helps us improve. Were sorry to hear about the frustrations youve experienced, and we want you to know that we understand the importance of clear communication and smooth project management.
  To clarify, our goal was always to simplify the process for you. While we do hire trusted, licensed, and insured subcontractors for specific installation tasks, MKD is your single point of contact throughout. This allows us to fully oversee each detail, so you dont need to worry about managing multiple vendors. We apologize if this wasnt clear from the beginning.
  We appreciate your patience as we addressed each concern, including the countertop replacement. We chose to take extra time with suppliers to ensure the color and quality were exactly right. We also aimed to meet your vision for the project by accommodating additional requests, such as the switch to routed doors, where these adjustments extended the timeline.
  Please know were dedicated to completing this project to your satisfaction. Your experience matters to us deeply, and we are committed to improving our responsiveness and communication as we move forward. Thank you for giving us the opportunity to make this right, and please feel free to reach out if theres anything more we can do to support you. You can reach us directly in ******************************* or by calling ************ opt. 1.
  
  
  

  Customer response

  11/04/2024

  Im not sure I should close out this complaint until I get a finished product. Theyre saying by Thanksgiving but things change frequently. 

  

  Business response

  11/07/2024

  Hi ******, we understand your concern. We do know that the material is due to ship from the vendor on 11/14 which will arrive to us the following week. As soon as we can upon arrival our team will reach out to schedule that return trip. I will add a reminder on my calendar to follow up with ******* on 11/21 regarding your order.

  Customer response

  11/12/2024

  This is a few of the items that have to be completed by MKD. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed our contract with MKD in March 2024. We were told that the cabinet refacing, countertop replacement, and backsplash replacement would take a total of two weeks. It's now two months since we signed the contract with MKD and our kitchen still isn't complete. Our business with them has been a series of mistakes on their part, unanswered communications, unanswered questions, and genuinely some of the worst customer service I've ever experienced. Here's a brief list of what happened:* The countertop removal crew had incorrect information on what was to happen when they arrived.* The countertop crew gave me information which later turned out to be false regarding what they could and could not do on this particular job. (They later returned and did the work I was told they couldn't.)* The countertop crew destroyed the drywall when removing the old backsplash, to the point where there was a 4' x 3' hole in one wall. * The cabinet installer informed me that multiple parts of our order were ordered incorrectly or were simply missing. It would require several weeks for the parts to come in.* Backsplash installation had to be halted because the backsplash was incorrectly measured and/or manufactured. I informed the team I DID NOT want them to correct on-site and that I would prefer the part to be properly machined at the shop.* Same day as the previous point, backsplash team calls me to tell me that they were informed I did want the part corrected on site and that they were on the way to install. I had to inform them that this was incorrect and not to return to install until the part was machined, per my previous request.* They will make me fix outlets displaced by the backsplash installation. * Throughout the process, it has EXCEEDINGLY DIFFICULT to actually reach someone in the office. I have many, many unreturned emails in my email history. I've called at least 5 times more than I've actually been able to reach and speak to someone. Very frustrating.

  

  Business response

  08/29/2024

  Please see project timeline below from our install department:
  
  1. **** purchased refacing and countertops on 2/12
  2. This included removal of tile splash
  3. This order was measured on 2/19
  4. Pricing changes took from 2-20 until 3-22 to complete - this delay was on behalf of the customer
  5. Countertops were complete in fab on 4-12, but **** chose to have refacing and countertops done at the same time. 
  6. Refacing material arrived 5-16
  7. Multiple communications were sent to **** to schedule the delivery. This was confirmed for 6/20.
  8. Countertop removal, tile removal, countertop installation, and measurements of full height splash were all done. During the tile splash removal drywall was damaged, this is common. We offered to repair for the customer. 
  9. Refacing Installation began 6/24. At this time it was recognized that we did not receive all the materials necessary to complete the installation. At this time the installer reviewed with **** the installation of his new pantry cabinet. He told the installer to install the cabinet over the drywall damage - so we did
  10. Starting at this point, MKD spoke to **** multiple times a week, whether it was a phone call, email, or text. 
  11. **** then decided he did not want a hole in the drywall behind his pantry cabinet. MKD told him that when we returned with the additional refacing materials, that we would remove the cabinet, have the drywall repaired, and complete the refacing all in the same appt. **** also complained that there was a scratch in his sink. I also had it set up to replace the sink and cover the plumbing charges, **** declined this service. 
  12. Additional refacing material received on 8/8, but was missing a piece
  13. Customer chose to move forward with the next appt. We scheduled the shipment of the material for 8/16. Refacing installation and drywall repair scheduled for 8/19. Full Height back splash was scheduled for 8/26 (customers choice as they had a trip).
  14. Spoke with **** after the refacing installation and drywall was complete to confirm details for the backsplash. **** questioned whether he needed to be worried about dust. I let him know that no - if any fabrication needed to be done, it would take place outside. 
  15. Countertop installers arrived, found that fabrication needed to be done, **** refused to allow it to be done on site and requested it be sent back to the shop for re-fabrication. 
  16. **** called immediately (8/26) upset that there was another "delay". Also advising me that the installers advised him how to adjust his electrical once the splash was installed - this was completely unacceptable to him. I explained that electrical is not included in any countertop installation. I also advised at this time that I would work with the schedule to get installers back within the week. 
  17. We spoke again 8/27. I scheduled the completion of the installation on Fri 8/30. He again asked about the electrical and I again explained that this is not included with his order. 

  Customer response

  09/10/2024

  Please see my responses below:

  1. **** purchased refacing and countertops on 2/12
  2. This included removal of tile splash
  3. This order was measured on 2/19
  4. Pricing changes took from 2-20 until 3-22 to complete - this delay was on behalf of the customer
  RESPONSE from ****: This was not our fault. We were sold beech wood at the time of contract signing, and were later told by MKD that beech was no longer being sold. They weren't sure why this was sold to us. Our choices were to purchase a softer type of wood or a more expensive type of wood. We deliberated with the company regarding this decision. We were misled, leading to this delay.
  5. Countertops were complete in fab on 4-12, but **** chose to have refacing and countertops done at the same time. 
  RESPONSE: I absolutely did not choose this. We were told by MKD what order things would happen.
  6. Refacing material arrived 5-16
  7. Multiple communications were sent to **** to schedule the delivery. This was confirmed for 6/20.
  8. Countertop removal, tile removal, countertop installation, and measurements of full height splash were all done. During the tile splash removal drywall was damaged, this is common. We offered to repair for the customer. 
  RESPONSE: The initial backsplash removal team did not know what they were supposed to do; they told me that they could not remove a particular section of backsplash because they weren't told to do so. I reached out to MKD about this, and the backsplash team came back to properly finish the job. They were also not courteous at all; they were not happy about having to come back to finish the job. Left without talking to us to let us know that they were done. NO ONE APPROACHED ME ABOUT REPAIRING THE DRYWALL: I had to contact MKD multiple times before reaching someone and I had to specifically request this.
  9. Refacing Installation began 6/24. At this time it was recognized that we did not receive all the materials necessary to complete the installation. At this time the installer reviewed with **** the installation of his new pantry cabinet. He told the installer to install the cabinet over the drywall damage - so we did
  RESPONSE: I did tell the installer to install the pantry over the hole in the drywall, but later felt uncomfortable with a giant hole in the drywall behind my pantry, which included HVAC; I didn't want heat and cold behind where I store my food.
  10. Starting at this point, MKD spoke to **** multiple times a week, whether it was a phone call, email, or text. 
  RESPONSE: This is an exaggeration. My reaching out to MKD vs. the responses that I received were at least 3 to 1. 
  11. **** then decided he did not want a hole in the drywall behind his pantry cabinet. MKD told him that when we returned with the additional refacing materials, that we would remove the cabinet, have the drywall repaired, and complete the refacing all in the same appt. **** also complained that there was a scratch in his sink. I also had it set up to replace the sink and cover the plumbing charges, **** declined this service. 
  12. Additional refacing material received on 8/8, but was missing a piece
  13. Customer chose to move forward with the next appt. We scheduled the shipment of the material for 8/16. Refacing installation and drywall repair scheduled for 8/19. Full Height back splash was scheduled for 8/26 (customers choice as they had a trip).
  14. Spoke with **** after the refacing installation and drywall was complete to confirm details for the backsplash. **** questioned whether he needed to be worried about dust. I let him know that no - if any fabrication needed to be done, it would take place outside. 
  15. Countertop installers arrived, found that fabrication needed to be done, **** refused to allow it to be done on site and requested it be sent back to the shop for re-fabrication. 
  RESPONSE: I refused to allow it to be done because I was told that there was a chance it would not be a straight cut across the top. I chose to have it sent back to manufacturing and have it smoothly cut. This is my kitchen; I expect it to look perfect after I've been sold a service.
  16. **** called immediately (8/26) upset that there was another "delay". Also advising me that the installers advised him how to adjust his electrical once the splash was installed - this was completely unacceptable to him. I explained that electrical is not included in any countertop installation. I also advised at this time that I would work with the schedule to get installers back within the week. 
  RESPONSE: We were NEVER told that the electrical would be our responsibility. We were led to believe by the salesperson that our kitchen would be complete after the work was done.
  17. We spoke again 8/27. I scheduled the completion of the installation on Fri 8/30. He again asked about the electrical and I again explained that this is not included with his order. 

  Customer response

  09/10/2024

  In addition to my previous statement, the Quality Control manager, ****, offered to come to our house to look at the myriad issues we have with the work. We had an appointment for 9/10/2024 at 3:00pm to look this over. He did not show up, nor did he even call. I am very disappointed about this turn of events.

  

  Business response

  09/12/2024

  Our install manager contacted the homeowner on Wednesday after receiving his voicemail. The manager had mistakenly noted the appointment date as September 11 at 3:30. During the initial phone conversation, several dates were discussed in an attempt to accommodate the homeowner's schedule. After listening to the voicemail, the manager returned the call to reschedule the appointment for yesterday. The manager expressed apologies for the confusion and requested that the homeowner call back as soon as possible.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When they installed my quartz countertop, they cut the countertop now I cannot put my backsplash on. They will not call me back and they say it is my fault when I do call them. Thanks. Please help me

  

  Business response

  04/18/2024

  Hello, our team is attempting contact to schedule the repair. Please call us back at ************ and ask for ***** to get that scheduled. Our hours are M-F from 8a-4p. You can email ******************************* as well.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract for cabinet refacing, new granite counter tops, back splash removal, plumbing unhook and rehook. The countertop install was scheduled and the plumbing hook up scheduled for the following day. When the two workers arrived to install the granite the more experienced one had a very bad attitude and was very mean to the less experienced worker. They had no plan to demo the back splash (as was written in our contract). The worker had me call the main office to discuss this problem. The main office manager instructed them to do the demo of the backsplash. At this point they had already removed the counter top. They did not cover the now open cabinets and scraped the tile and grout into them getting grime all over our cookware. They did not even offer to let us take our stuff out. They were not careful and punched large holes in the drywall while doing the demo, They disconnected the plumbing and did not check the capped valve well. Later in the evening we discovered the ongoing constant leak with a huge puddle on our new basement flooring and soaked subflooring. The workers then dropped one of the huge granite slabs and broke it. They eventually vacuumed up the mess but only after I called the main office complaining. Now several days have passed and there is still a plumbing leak. The company has not offered to fix it. We concocted a temporary fix in the meantime. They are supposedly fabricating new counter tops and say they will fix the drywall. In addition, they owe us $2600 for a change order. I was told yesterday that they would let me know if the new granite slab we were promised was arriving but received no answer. I called the main office today and was told the project manager **** and or ********************* would update me today but received no call back. I left **** another voicemail and texted him still with no response. We do not have a functioning kitchen but they have lots of our money.

  

  Business response

  03/01/2024

  This issue is resolved. We went ahead and compensated the customer for their issues and took care of outstanding issues.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The job is unfinished since May 2023. No one is coming back to complete the job.

  

  Business response

  12/01/2023

  This customer's job was originally installed by one of our competitors who originally was responsible for fabricating the countertops for this ********** location. We took took over the store and it came to us as a warranty remake. The customer wants the tops remade again and the supplier will not approve another remake.

  Customer response

  12/04/2023

   
  Complaint: 20699144
  
  I am rejecting this response because:

  I want my kitchen completed.  I would like the pieces missing (behind stove and piece in corner that is defective) and repair the 2 chips they made while installed or provided by the manufacturer. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  06/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid a large deposit to this company for a kitchen *************, they will not offer dates or times when it will be completed. When I call or email they give me the same answer they did a month ago, even though initially I was told my project is scheduled for the last week of July or early August. Now they are saying they cant give me a date.When I call *********, who is in charge, she hangs up the phone and never calls back. I either want a firm date for the first week in August or a complete refund.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  MKD Kitchen and Bath was contracted through ********** to install my countertops and backsplash. The countertops have been installed but since November of 2022 I have not been able to get my backsplash installed. The installers have been out to my house three times with the backsplash being cut wrong or chipped. MKD is responsible for cutting off the backsplash and cannot get it right. No one calls me back and I get the run around. This is not how you do business. At this point, I want a full refund as their work is not satisfactory or up to standard.

  

  Business response

  05/08/2023

  I have spoken with the customer and the scope of work has been completed since the complaint was issued. The final installation occured 4/15, photos are attached. Please let me know if any additional information is needed. Thank you!
  
  Best,
  **********************;
  ************

  Customer response

  05/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

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