Reviews (100)
Upon the recommendation of two neighbors, I hired GEM for a mini split installation (two indoor units, one outdoor unit). Estimator came out for the quote and measurement. As we were cooling/heating two small bedrooms, he recommended what I believe to be the smallest heads they had available, which was good to see since over-sizing AC is common in this industry. GEM offers, though I didn't use it so I cannot speak to its application, an "air conditioning guarantee" which basically states that it's on them to size the unit, not you, and if they screw up they'll replace equipment at no cost. For those preparing a new system you really should be mindful of the potential to over/under size units, and this could be useful insurance. Installer came on the proposed date and finished the work in one day as promised. His job was professional. As I have a young child, I asked that they take lead paint seriously and the contractor did, dampening the walls prior to and after drilling. I took photos of the installation and shared them with an HVAC friend I trust from out of state and he believed it was well done. The only hiccup was the installer took a small part of plaster out of the wall when drilling to prepare the indoor unit. I don't blame him for it; the house is ancient and plaster comes off if you sneeze on it. I bring it up because of how he handled it--he called one of the company's handymen who promptly came (within the hour) and patched/prepared the hole for when I wanted to paint it with the original color. So, this is an advantage of hiring a larger company--it has the capacity to bring more hands in if needed. The unit cools the space fine and so far I have had no complaints. Of course I won't know for sure until it's had more time to run--and I've not yet tried the heat--but so far I'm very pleased with GEM's installation. Mini splits don't have a great reputation for resilience, so I'm expecting problems down the line, but GEM offers a 5 year labor warranty,
Gem came for a routine maintenance on my 4 year old residential heating, a.c unit that they installed. It had been working perfectly fine. Soon after they left I noticed the fan which was on auto as it should be would not shut off and the a.c would not come on. After calling and informing Gem of the situation they informed me that the crew was already on another call and I won't be able to be seen until next Friday unless I pay overtime fees to send someone out earlier. I've paid thousands of dollars on installation and having a paid contract that gives me two maintenance check ups a year that I have to confirm several times because of several no shows after taking time out of work to wait at home for nothing. I know companies are busy and I'm a patient person but this is simply horrible customer service.
First they tried to cancel my appointment that I made two months in advance. Then I told them I was having issues with my ac. They did my service, told me everything checked out. Now my temperature of my house is 80 degrees. They could only schedule in one week to come back to fix it. I use to be a customer of victory. This is not what I am use too!
Tech evaluated and priced job. I accepted proposal but they never called back to schedule it. I did try to contact them but couldn’t get a call back so I had to find another company to replace my condenser. Disappointed in the follow thru.
Tyler was absolutely amazing. He responded quickly, educated us on the issue and resolved it quickly and efficiently. GEM has premium prices but these situations make it worth it
The service tech was excellent. He quickly diagnosed the problem and had us back up and running.
I was able to obtain an appointment quickly. Technician, Chris, was kind, professional and very thorough.
For the amount of money I paid for the job I needed, I would say the quality I got was extremely subpar. The one thing I will give them is they were quick. However the concrete patch put over my pipe was terrible. I ended up having to sand it down and repatch it myself and was only able to put a vinyl floor over the patch because of how thick the concrete was and how low the flange was set. They also put the concrete patch OVER my old vinyl flooring so sanding it down was miserable and basically impossible in some areas. I don’t understand why because it was so easy to pull up. I would have pulled it up myself had I known they were going to do this. Also, for a company that calls themselves “the clean company,” my house was absolutely trashed afterwards. I knew there would be some mess from the concrete work. I also work in a field where we have to drill concrete within houses. At my company, we drape sheets of plastic over everything and make sure to do a thorough clean up afterwards. I had a brand new tv that I had to cut trash bags and place over it because it was getting destroyed. My entire house was covered in concrete dust. I can’t even begin to describe the mess made. I could get past all of that but I shouldn’t have to fix their work after as well. They knew they were doing concrete work and didn’t bring concrete. I left a brand new roll of paper towels in my bathroom and the entire roll was used by them (for thousands of dollars, you should have your own materials). The guys were very nice but the work was poor especially considering the incredibly high price tag. I really don’t like to leave bad reviews, I try to only leave positive reviews for great services but I would hate to see anyone have to go through what I went through. Avoid the headache and look elsewhere! I certainly wish I would have! I spent 8 hours fixing their work and had to spend more money, buy a ventilator, grinder, sander, and concrete. Never again!
I have been exceptionally pleased and completely satisfied with every aspect of their work and every one of their employees have gone above and beyond for me. They are all very thoughtful , kind and considerate. I had a complete electrical upgrade as nothing was up to code in the home I bought, I put in a completely new HAVC system, a tankless hot water heater and a full house generator.
Way over priced..men who came were superior and professional. They were not able to complete job because of parts. But what they did do for about 30 minutes of work cost me $405 !! My wife and I were in shock when told the cost...we had absolutely no idea. I am so disgusted and regret renewing my nembership after the Victory buyout. Absolutely disgracefull !!
Brendan explained everything he did, showed me pictures that were taken to document how well our unit was working. His personality was A+. I’d love to have come here every time if it was possible. GEM is lucky to have someone like Brendan working for them.
First let me say the guys who came were super nice and did a great job. They said the prices are company regulated. Charged me $800 to install a new water line to the refrigerator, plus $100 for just coming to the house. I had no choice because it was leaking and i was worried i couldn't anyone else to finish the job today but I WILL NEVER BE CALLING THEM AGAIN. Update: pipe started leaking 2 days later. I had to call and they came to replace it.
Gem was awesome !!!The dispatcher was very efficient and symptomatic to our electrical delimena! He said an electrician would call as shortly . Matt called 5 minutes later and walked through done troubleshooting which solved our problem ! All were very professional!!!! Highly recommend Gem !!!
Split-unit HVAC installation. We expected a lot... Drew and the GEM team delivered. Respectful, professional , technically competent, very tidy... this was a great team and a great experience. We will refer them to others with confidence. The install required HVAC, mechanical, electrical... and specialized tradespeople showed up for each element. Thank you GEM... thank you Drew.
First, I made an appointment for a specific day and they didn’t show up. I called them and they said they could come a different day. I should have found someone else at that point but I’m exhausted from moving into a new house and didn’t want to deal with it. They finally show up. The service was fine I wouldn’t say I was wowed by them, but they fixed the issue and explained it. They told me it would be $199 to clean my boiler and RISE said the going rate was around $275. Great right? Well GEM did not say that they charge a $130 dispatch fee just to show up to your house and it doesn’t matter if they lift a finger or not, it doesn’t get applied to your service. This was not what I was told so I called to ask for an itemized receipt (they won’t provide this, I’m sure they don’t want proof of this shady practice circulating). They said the billing department would call me back and of course they did not. Needless to say, I’m not impressed.
Used GEM recently for the installation of a new high efficiency boiler. I had a great experience with everyone. From Tracy in the office, Ryan in sales, to Drew and Eric the installers. All were friendly, responsive, and professional. Yes GEM may be known to be a little pricier than some, but my experience has been you get what you pay for. I didn’t want to risk any issues with such a big project. So glad I chose GEM!
Very professional employee and very knowledgeable. Happy Tyler was dispatched to my home. He fixed my Central Air and I had a wonderful night’s sleep! 😴
Great service for a Mini Split 4 unit system Tuneup ,however pricing was OUTRAGEOUS at $435 !!!!!! FIND A LESS EXPENSIVE SERVICE PROVIDER AND GEM WAS THE INSTALLER. NOT THE WAY TO TREAT A POTENTIAL LONG TERM CLIENT 😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢😢 My days of being a client are over !!
Called to have a new 220v and 120v GFI install for new laundry room. Prompt response. 2 very nice, knowledgable techs showed at appointed time. After inspecting the job. I was quoted approx 5 times what I expected the job to be. I declined to have work done. Was charged $100. for the priviledge of receiving the quote. The emailed quote I received after declining the job could have been for 100lbs of nails. Just a total. No itemization at all. I will NOT be calling Gem for anything else ever again
Professional work on install (for the most part) - absolutely incompetent in the scheduling area. Terrible follow-up; like you go into a black hole. "I'll send this over for follow-up with that team" seems to mean no one is trained to actually follow-up in our system, and you need to call us. Good luck getting an follow-up work scheduled, or an inspection scheduled, or the appointment confirmed after you've paid. My recommendation is to hold back money until the job, including the inspection, is complete.