I totally agree. Since everything is subcontracted, can't really blame it all on the builder.
It's sad how KB got its bad rep. Our experience with them has been really good. Despite all the negative reviews, we took a chance with them. We watched every step of the construction process with eagle eyes, hired an inspector just to double check (and for GH's peace of mind) and so far they did a good job. Whatever the inspector found were all minor issues, which KB fixed either the same day or the next day (pre drywall and final walk through). I did research, talked to owners from other KB built neighborhoods, and so far did not hear any negative responses, so we took the plunge.
I compared my previous experience with John Laing vs. KB (I know, not comparable most would say), but I think it's all about the site superintendent, customer service, and builder staff. With John Laing, they had a reputation of being one of the best builders, their staff were so rigid, you can't make any requests, can't visit the site, can't really question what they do, etc. Every request I tried to make then they said they can't do it, it's not according to plan. With KB, the site superintendent we got was super nice, very accommodating, and had the patience to explain every step of the construction process. When I tried to request something, he did not say can't do it, he said he'll discuss it with his manager and see what they can do. For the most part of it, the really big requests I made, they made it work, and he took full responsibility with it. For something they can't do, he explained why they can't do it and I was ok with it. With John Laing's reputation then, you'd think they built the best quality house, but not necessarily. When they went bankrupt and I had no customer service rep to call, I had to go the handyman route, or Home Depot for replacement parts. I showed the Home Depot guy the replacement part I need and he said they don't sell crap like the one I have in my toilet. I was surprised to hear it since I thought then with John Laing's reputation they supplied best quality. A lot of stuff cracked, broke, came loose, which shouldn't have if they were truly a quality builder.
With KB, I can't say they're the best, but I can't say they're the worst either. They have bad trades and good trades, but at the end of the day, it was our experience with their staff that makes me say they're not as bad as they sound. It all depends on who you get to work with. I think they did a good job with our wood looking tile flooring, our counter tops, bathroom vanities, carpet, etc. I took a picture of all the materials they used for the house, from drywall to insulation to the waterproofing sheets, grout, tile, etc and read reviews about them individually. They were not really cheap. But, they picked the wrong cabinet maker as that job was lousy. I complained about it, they did get it fixed, but so far that's my only complaint in terms of quality. Really cheap cabinets and an even lousier install. I was told that at Vicenza, they changed cabinet makers and apparently they are way better.
It's really about who they pick as their trades, and most of all, who you have to work with and deal with afterwards.