GEM Plumbing and Heating

Diane D.

We used GM refrigeration for years and they always did a fantastic job. When GEM took over everything changed. We had them out multiple times for repairs and the problems were never solved. We paid them thousands for new systems. The installation was shoddy and now our new contractor is fixing their mistakes. Do not use them!

Michael H.

I've relied on Gem multiple times over the last five years and they've always come through. Each time, they were very responsive, helpful, and proved worthy of my trust. Unfortunately, that's all changed with my most recent experience.

I called them for a plumbing repair. They came out and did the work, but the price seemed high, so I asked for an itemized bill, which the plumber said would be emailed to me later that day. No itemized bill came. I then called three or four days later and was told they don't provide itemized bills and instead use ""task codes."" I asked to speak with someone who could explain the charges to me, as it appeared from my research that the part they installed cost ~$50 and it only took about 1-hour to install, but they charged me $1189.

I was told that ""Ron would call me back soon.""

It's now been a month of me calling them to get an explanation, them telling me I'll receive a call back, and then ... nothing. I've not received a call back from Gem once in over a month.

5/12/24 -- I spoke with Melissa; she said Ron would call me back. He didn't.

5/19/24 -- I spoke with Kimberly, who then escalated the issue to Angela. Angela said Ron would call me back within 48 hours. He didn't.

6/3/25 -- I spoke with Diane, who said Angela will call back within 24 hours. She didn't.

6/9/25 -- I spoke with Rick, who said Ron was in the office that day and would certainly call me back the same day. He didn't.

Jesse B.

I was Grossly Overcharged!!
At the beginning of Thanksgiving week, I returned home from a business trip and noticed my mini Split heating system was not getting up to the set temperature. Another HVAC company referred GEM. The tech was friendly and diagnosed the issue.... low pressure= low refrigerant. He didn't offer to do a leak check, but instead suggested I fill the system with the necessary refrigerant - R-410A. The price he quoted was $312 per pound. I immediately did a web search. In addition to finding out the average retail charge for this refrigerant was about $ 80-90 /lb. I also saw that you could buy a 5 gallon container of this stuff for between $200 - 300 per lb. SO... even if the $300 for 5 gallon price is wholesale, they are still marking it up over 5 TIMES!!! I asked him to put me in touch with his manager to negotiate price, and of course, no one responded. It was 2 days before a holiday weekend, so I had to choose between the hefty price or no heat over the holiday. I paid it.
The heat worked ok for 2 months, and started to fail again. I hired an HVAC company that is certified to work on my brand of system. It turns out that most mini split systems aren't a ""gas and Go"" kind of system. There is a detailed procedure when diagnosing. A leak check was performed, 2 small leaks discovered, and repaired. The cost of the R410a from this company...... $55 per pound!!!

GEM is price gouging!! I learned an expensive lesson. I plan to post this review on every relevant website and social media outlet, as well as file reports with the BBB.

Frank G.

DO NOT DEAL WITH THESE GUYS...I repeat...DO NOT DEAL WITH THESE GUYS! They botched my HVAC install, did not show up for a scheduled repair on time and when they finally did show up told me someone else would call to schedule a fix, and the guy did not replace the cap on the service valve. They called about a week later but by that time I had another company fix the system. Problem was an improperly flared refrigerant line causing loss of fluid. DO NOT DEAL WITH THESE GUYS!!!!

Phillip K.

Go with Cape Cod Mechanical.

They will look at the quality of your house, bill you an arbitrary amount and then harass and threaten you over an invoice with alleged work that was never consented to if even done.

I hope someone brings these guys to justice.

Bryan B.

Totally unprofessional and lack of respect for customers. Kept my wife waiting 9 hours at our business for an HVAC call then they never show up. If you're going to be way overpriced compared to other companies then at least you should have a higher standard of customer care.

Helen M.

Contracted for the installation of a propane heater that was to be installed on May 24.
Gem sent the wrong crew , as another manager had walked the premises to gather a stock list.
When Gem employees arrived they did not have the unit to be installed and had to call around to find it; weren't sure how to install it once they got it. It was the Friday before Memorial Day weekend and they were from the Cape side of the bridge and were upset they were sent over the bridge to Wareham.
Once they started they realized the did not have the proper materials to finish the job so had to leave it unfinished.
Came back on May 31, did a few more things. Installed the gas lines outside my manufactured home skirting, when I asked to have it placed inside they refused. Then told me they couldn't connect the heater as it had to be done by propane people who they would contact.
Called propane company Monday June 3 , they had never heard from Gem. I scheduled an appointment to have the heater connected June 10; propane guy shows up and asks if site has been inspected. I don't know so have to call Town inspector only to find out permit was pulled for wrong address and no inspection was done.
Now propane guy can't connect unit and it took me 30-45 minutes to get a Gem representative on the phone to complain. Still waiting for a phone call.

Mark W.

They bought out a nice family-owned company that I had been using for plumbing and heating, with reasonable prices and good service. So I called for a repair. New policy: $199 just to show up, double the usual charge in this area. Then they won't start until you sign away your life on their shiny new iPads. They tell you it's ""flat rate"", not hourly, but of course they can't estimate that until they come to your house and diagnose your system, for an additional charge. Bottom line, the bill was about double what it would be if it was parts + hourly labor.

Malinda C.

BEWARE!!!! Ryan sold us a new boiler. Ryan and the installers told us that Gem Plumbing would take care of the paperwork to get us the $500 rebate from RI Energy. I had to call twice to get to find out that we did not buy a high efficiency boiler and did not qualify.

To make matters worse we were told that Gem AND the North Providence Building Inspector needed to come and inspect the install. I made an appointment for 8 - 9 today 2/16/2024. I called at 9am to find our where they were, was promissed a call back, never got a call back, called again at 11am was informed that they would have the tech call me he was in the next town over. Tech called me at 11:15 he was in East Providence. That is not the next town over, but it is a drvie over the Washington Bridge that is currently damaged and traffic is being rerouted. Tech shows up at 11:55 without the building inspector he told me that the North Providence biulding inspector only requires photos. SO the installers could have taken the photos, I could have taken the photos. BUT NO I had to sit here for 1/2 a day lose 1/2 a day of work because of of Gems incompetence. NEVER EVER AGAIN!

Mark P.

We called a few Plumbing Services and found that GEM was the best fit. Even though they were not the ""Cheapest"" They were definitely the ones for the Job. My 91 year old mother contacted GEM earlier in the day and they were very patient with her. Nick and Brian were sent from their Drain Service team to take care of a sewage backup that we had. I am a DIY'er and I was going to attempt cleaning the pipes myself but my mother wouldn't let me. ""Too many things could go wrong"". She was so right. Roots got into our pipes and they they needed to be cleared away. A camera system to check the pipes was clutch. Nick was even nice enough to share what he was seeing. Ultimately a horrible day for my mom but Nick and Brian saved us.

Also, I have to mention that Nick and Brian cleaned up after themselves and made the house exactly like it was when they entered. My mom especially loved that. You have to realize this wasn't your ordinary job. These guys worked their butts off for 4+ hours.(not a simple pipe clean-out). So thank you GEM for sending Nick and Brian to our home in West Warwick RI. I would recommend them to anyone, and I am.