GEM Plumbing and Heating

Reviews

• JM

  Jane Murray

  4 days ago
  1.0
  Imagine charging $410.00 for a lame diagnostic on our mini-splits! He hooked up gauges to check the pressure, noticed that the system was low, and went into a vacuum. It took him all of 40 minutes to do this cursory diagnostic. We don't even know if this diagnosis was correct. Their recommended repair cost was $6,400.00!!!!!! There was no breakdown of cost for the repair and of course, they said it would be almost as expensive as buying a new one. As expected, they were pushing their yearly warranty on all units and getting a new mini-split from them! Regretfully, my husband signed their exorbitant and unnecessary diagnostic charge on an iPad, not realizing the extent of the charges. Highway robbery—do not use this company. Despite their A-minus rating with the Better Business Bureau, there are tons of complaints regarding their price gouging. Stay CLEAR of GEM Plumbing and Heating! $$$$$$$$$$$$$$
• KR

  Keith Robinson

  May 11, 2026
  2.0
  Back in October, we had an issue with our auto-fill backflow valve for our boiler. GEM came out and repaired the issue. They recommended replacing the auto-fill/backflow valve and getting the unit maintained. In March the tech came and performed the annual service with no issues. Late April, our boiler began making a weird sound from the air ducting side. We called GEM again — this time a different technician. He recommended a new system and having the chimney replaced, which we did, followed by a deep clean. This is when things started to go awry. After the chimney replacement the system was still operable but not 100%. When I called to schedule the deep clean, GEM called me back saying they needed to contact the tech first before scheduling — I'm not sure why they called me in the first place then. They eventually came and performed the deep clean, which took roughly the same amount of time as a regular cleaning. The following day the town replaced our water meter. The morning after that we had no hot water and the boiler wouldn't fire. Same tech came out, again recommended a new system at $17K, and quoted the original parts from October at $5K with no line item breakdown. He did fix the issue, attributing it to water pressure. I called two other companies for second opinions. Both techs independently explained that this is a "dumb system" — meaning it has no PLC logic that would cause water pressure to affect ignition. Both also said I did not need a new system. For context, the tech had quoted roughly $1,200 for the auto-fill backflow valve alone — that part retails for around $160. A 30-100% markup is the cost of doing business and I understand that. 700% is not. Additional concerns about the deep clean: the carbon monoxide testing port was never taped over, the outside of the unit was never wiped down, and I am fairly certain the oil filter has never been changed despite being in a difficult location. For close to $900 I expected more. Finally, I need to address something that was deeply unprofessional and offensive. I have dysgraphia, which affects my handwriting and signature — signing on a tablet makes this more pronounced. After having to re-sign multiple times due to app issues, the technician began making sounds that I can only describe as a mocking imitation of an Asian accent or language. I am not Asian, but I found this behavior completely unacceptable regardless of who it was directed at. This alone would be reason enough not to recommend this company. In a jam with no other options, I might call GEM. For reliable long-term service, I would not.
• VM

  victoria mantie

  May 7, 2026
  3.0
  I have been with Carmine's over 20 years but recently they have merged with Gem and sadly I've had a couple of bad experiences not with the competency of the servicemen but with a scheduling. It appears that the servicemen are over scheduled for the time periods and when there's a complication on a particular visit it backs them up and they're not able to maintain the 4-Hour time that they give for your upcoming visit. This has happened to me twice so far...within a 2 week period. I never had this problem before in those years before the merger. I hope this gets straightened out cuz I was always confident to recommend the company but right now I'm not comfortable doing that. Again this has nothing to do with the quality of the serviceman. They have always been qualified ,efficient ,well-mannered and dependable.
• CK

  Christy Knight

  May 6, 2026
  1.0
  If I could give zero stars I would. Gem took advantage of us and our situation. it was the last week of that winter cold spell and our furnace pilot light blew out and we could not keep it lit when trying to relight it. We had no heat for several days. We scheduled a non emergent appointment with Gem to come out to take a look. The tech immediately said he believed it was the thermo coupler. he told us it would be 1100.00 to replace. We had no idea what the part or labor cost would be. We reluctantly decided to move forward with the repair because again we had no heat. The tech was there 20 min top and that included the time he went to the truck to retrieve the part. The next day I was explaining our situation to a family member and he was livid. He had some knowledge about the general costs of these parts. He did some research and we learned the thermo coupler is one of the cheapest and easiest parts to change. the part should cost somewhere between 5-50 dollars. We were charged 1120.00 dollars. I called Gem to inquire and I was told there was nothing they would be willing to do. At best this visit should have cost no more than 350-400 dollars. We rely on these companies to give us fair prices. We were completely taken advantage of. Customer service was unapologetic and kept reiterating there was nothing they would do. I am taking the time to share my story because I don't want to see anyone else being taken advantage of. After sharing this story with everyone we told, many said the would never have called Gem because they are big crooks. Some of these people are contractors. I am considering calling the Better Business Bureau and the local news station. It is very upsetting.
• CK

  Caroline Keene

  May 5, 2026
  1.0
  Over priced, terrible service, and no care for their customer at all. A corporate machine. I called for service on my heat which was broken. He came out and said it needed a new part and would send it through the desk. After calling every day following… 2 weeks later after having no heat in the middle of the winter, they finically came to fix my heat. the service tech who came apologized and told me that they “must have lost my service request”. Again, after calling time and time again to reach the right persons desk, they refuse to give me any form of discount, admit their fault or do anything to make it right on the customer side. I will never be using Gem again, and will advise all my corporate colleagues to do the same. Shop local- better prices AND better care

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