GEM Plumbing and Heating

Reviews

• JS

  John Spera

  2 days ago
  5.0
  From the moment Jason arrived he was thorough and explained the issue in a clear manner. He gave us all Of our options to move forward. We decided to move ahead with replacing our heating and AC systems. The Gem crew who did the installation over a two day period were very professional and worked together very well. The job was competed on time And we are know enjoying our new system. Many thanks To Jason and the rest of the team for a great job. Would highly recommend Gem for all your heating and AC systems issues.
• JD

  Jonathan Denson

  2 days ago
  5.0
  We had an after hours electrical issue in our home and within an hour Eric was sent to us to tackle the problem. He worked quickly and efficiently to diagnose the issue and thought outside the box to ultimately locate the problem (a bad electrical tap). Although the utility company ultimately had to run a new line and replace the tap, Eric stayed the entire time and ensured that our power was restored and all of the lights came on after external work was done from the pole to the house. Great service and genuinely cared about solving the problem.
• KS

  Kemal Saatcioglu

  3 days ago
  1.0
  I had a very disappointing experience with GEM Plumbing & Heating regarding a furnace repair in Pawtucket. I called Friday (Jan 2nd) morning for same-day service and was told a technician would arrive between 8am–4pm, with a call ahead. I waited at the property all day. At 3:45pm I called to check in and was then told the visit would be delayed until 5–7pm. At 6:30pm I received another call saying the technician was coming from Narragansett and would arrive in about 45 minutes. He ultimately arrived around 7:30pm. The technician performed some voltage checks and told me the issue involved the ignitor and flame sensing. He then quoted a total repair cost of $1,575, without breaking down parts vs. labor. I was shocked, especially given that this was for a furnace without a pilot and what appeared to be a basic ignition issue. When I asked for a breakdown, I was told GEM does not disclose that information. I declined the repair and paid the $149 diagnostic fee. The following day, I hired a small local HVAC company. Within 15 minutes, they diagnosed the issue as a clearly broken hot surface ignitor. The part cost $30 and the total repair—including diagnosis and installation—was $190. The system has worked perfectly since. I'm adding a picture of the hot surface ignitor. Given that the failed ignitor was visibly damaged once removed, I am left questioning how GEM arrived at a $1,575 quote, or whether unnecessary components would have been replaced. Either way, the pricing was completely out of line with the actual repair needed. I understand and accepted the diagnostic fee policy at the time of booking, but given the incorrect or grossly disproportionate repair recommendation, I believe the $149 diagnostic charge should be refunded. In this case, I don't think they earned it. If they refund this amount to me, I'll update this review, otherwise, beware that if a GEM truck parks in front of your house, you will be charge $149 even if their diagnosis is incorrect or wildly disproportionate to the actual repair. Also beware that they do not have transparent pricing. They give you one price, without breaking it down for parts and labor. When I questioned the price, the technician told me he has to go with whatever the iPad tells him and there is nothing he can do about pricing. Unfortunately, this experience cost me an entire day of waiting, followed by a quote that bore no resemblance to the real repair. I cannot recommend GEM based on this experience.
• AB

  Anthony Barone

  6 days ago
  1.0
  Don’t believe anything you read from this company! They will just leave you hanging at the worst time. This Sunday my heating system malfunctioned and the smell of something burning was being smelt in the house. We called the fire department and they found that the furnace was causing the smell. They said to call right away for service to see what the issue is. I called GEM who installed my system and had been servicing it. The said they would not be able to get to me at all on Sunday and Maybe on Monday! Leaving us with no heat! I called another company who came out and found that the blower motor on the system went bad and was causing the issue. The new part was installed first thing on Monday and we were back up and running. Thanks GEM for calling me back at 8pm Monday night to see if we still needed service. Thanks again for nothing!!
• JF

  J Ferdinand

  Dec 27, 2025
  2.0
  If I were to title this review, it would say "Do not make an appointment until you get an estimate FIRST and do not blindly trust the ratings. I did this and it cost me $149 for no work done and more important.. my time. SECOND, the technician that came out to my house was fine, in-fact he was honest about how much the work would cost. THIRD, I can not rate this service because the technician did not wind-up doing any work. Once I found out how much the work would cost, I asked him to leave which brings me to my MAIN problem. When I made my appointment I asked for an estimate and they acted like they had no idea. To do an annual service on my boiler it would have cost me around $1200 with this company which is significantly more than what I have paid with my oil company. That's just to service the boiler. If they had found problems it would have cost more. I don't even have an issue with the price. For some of you this might be normal. But if the person who I made the appointment with could have given me a ballpark figure of $1000 or at least asked someone, I never would have made the appointment and there wouldn't have been a $149 fee. My suggestion to GEM.. give your callers estimates when they ask for them.

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