GEM Plumbing and Heating

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.

Paul B.

no show after 5 hours waiting and an email confirming the appointment and my phone call too in the early am to confirm, called back at 5 and was told the appointment was on hold and they cant reach the plumbing company they just acquired to find out what is going on

Took the day off to help a 91 year old

Supposedly rescheduled for 10-1 tomorrow

I called because the ads promised they were better than this

second chance given more lets see what happens

Carla C.

I have used this company for several of
Their svcs. Electrical, plumbing and hvac.
I had them install two brand new high efficiency heating systems in one of my homes 2 years ago and they are both faulty, leaking and rusting on the outside from the standing water that is sitting in the bottom of the units. Gem refuses to even take my call anymore after a year of pleading for them to honor their workmanship. They refuse to even service the unit anymore because they can't figure out what the problems are with two separate but identical heating units
Last few times I called they told me they didn't have any hvac technicians, they had all left the company. Seems the ownership of this company doesn't stand behind their work Once they get their money don't count on any further help from them.
Btw. They are extremely attentive prior to getting paid!

Phyllis M.

Hired GEM for their electrical services. Was told when we booked the appointment, there would be a $99 fee just to show up? We did agree to that fee, but assumed if the service was booked, the price would be reduced by amount? The answer at arrival as no. But we chose to continue.
The electrican, who arrives was very personal be. He & his help underst*& got right to work.
The job price came from their iPad. To install a fight, fan job was $592! Total $691. We paid, they left.
Later, we looked at job from other side. There was a grap left where they cut too much. Called GEM office & they didn't want to hear it. Put if off on Mark who is just a few months away from retirement . Mark came with spackle & looks much better now.

Min Y.

I have mixed feeling about GEM.

I have called them three times and used them for repair twice.

First time I called it was for a leak in the bathroom. It was causing a waterspot on the ceiling. They came over and wanted to cut the dry wall open. I thought they would have some little pipe camera unit to check but they did not. I sent them on their way. $99 service fee. No big deal. I ended up doing the repair myself and didn't have to cut the drywall out.

Second time I called was to install a little baseboard heater for the crawl space. It was also to remove an old heater and also to reroute a 120volt outlet. The two electricians that came out were very nice. The cost was $1000 which I thought was fair for a crew of two for 3 hours of work.

Third time I called was to tack a loose shower valve. The drywall needed to be cut out and the shower valve reattached to the stud. I bought an access panel that they installed. It took about 20 minutes and the cost was $550. A bit steep but atleast I didn't have to do it.

I called them to ask about a wax ring replacement for a toilet. They told me 555+99 service fee. Now that's crazy. That is nearly triple most plumbers are charging.

I called Woods Rooter and they did it for $200.

So yes GEM is expensive. They are easy to contact and responsive but is that worth 2 or 3 times more? I don't think so.

Anne H.

Run far away from this company. There prices are outrages. The two times I called they were 2 to 3 times as expensive. They did not produce a detailed invoice. When questioned they said they are a flat rate company.
Very very shady. If you do consider them, get additional estimates and you probably will not hire them. We were having a water filtration system put in and their flat rate was 12 thousand. So we went to C ulligan and paid
6500. Before that were were quoted 18K for a 10 K generator.
Don't waste your time. I was so mad at myself for calling them.