Let me start off by saying that I have been in the place where you now find yourself. I researched Gemcraft before getting my home built and read all these terrible reviews. I still decided to pull the trigger and have them build me a house despite the reviews. The house is beautiful and for that I give 5 stars all day long, however it is the Service Department that rates a big fat zero. Once you go to settlement don't even think of having an open line of communication with the builder and the service team....they play you pretty good. They act like you can call them on their personal phone anytime but you are left leaving dozens and dozens of messages that go unheard. Here are some things as an example that you can rely on never being fixed (as is the example with my house): Broken sliding door, driveway repaved, water stains (where shoddy sprinklers were installed) painted, cracks in the cement, terrible landscaping (including planting of dead trees), cable outlet that was ordered installed, and those are just a few things. Mr. Joe and Mr. Brian will appear to be your best friends at first but after your house is settled on you won't hear from these gentleman again as they do not pick up their cell-phones or their office phones and never return calls. I have even tried calling the Chief Operating Officer of Gemcraft and he doesn't pick up his phone either. It's unfortunate but it is going to have to come to the act of litigation in order for these people to respond and even than it's a toss up. Be forewarned avoid unless you are a very mechanically inclined person who can do your own repairs.