GEM Plumbing and Heating

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!

Quick professional and knowledgeable. Got my heat and hot water up and running the day after the gas company red flagged it. They went above and beyond and fixed another issue that we weren’t even aware of while here.

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.

Had my new high efficiency gas boiler for a month now. I can't recommend them enough. You can probably find someone a little cheaper but you get what you pay for. The installation team was professional, fast, and did a wonderful job. So glad I used GEM.

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.

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!

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

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.

Our Furnace installation was done improperly. Instead of admitting the error GEM made excuses and avoided action for over 2 years. This resulted in 100’s of gallons of water leaking into our basement over a 2 year period, damaging furniture, a pool table and of course the floor. Because this went unnoticed due to the floor having a moisture barrier, 3/8” particle board, foam then carpet; the wonderful folks at GEM claim the warranty was only for a year and refused any further discussion. Do not use this jackass company. Find a company that will stand behind their product and work

I was very hopeful after reading the reviews for GEM. We had purchased a toilet and had them come out to install it. After being told it wasnt possible unless we rip up our basement and that it could cost us upwards to 10k, we decided to return the toilet at the supply store. After explaining the situation to the supplier they told us they were absolutely wrong and it could be done and gave us a recommendation for another company who is going to do what we asked originally. On top of that I later received a call from GEM stating that our tech had said we asked for a quote for a boiler... I guess whatever they can do for more of your money right?