GEM Plumbing and Heating

Orlando and Marcello from GEM did an amazing job removing 2 giant hw tanks and installing this gorgeous, streamlined, efficient tankless hw heater! Check out all that space gained. More importantly, the gentlemen from GEM were hard-working, diligent, and cared deeply about quality work. Highly recommend!

What an excellent experience! The folks at GEM are clearly experts in their fields. The work is top-notch and the technicians were friendly and engaging. They walked me through the installation process step-by-step and also recommended some much-needed improvements to my existing system. I’ll be working with them on future projects!

We put in a ductless system on the 2nd floor (3 units) and a ducted system on the 1st floor w/ a separate dehumidifier unit also connected to basement and the first floor vent system. Pros: Adam and his crew were all polite and respectful to my family and my home. They took the time to explain in layman terms the daily update including any questions at anytime. The Cons do not reflect Adam and his crew in anyway- they just had to do the explaining of why was promised won’t work. Thus preventing us to give a 5 star. Cons: The "Walk Through" (AFTER YOU SIGN THE CONTRACT) in preparation for install, is done by employees that are not going to install it! In the end, where the heat pump was suppose to go in the basement was incorrect, where the outdoor unit was suppose to go was incorrect and worst of all, all intake vents were suppose to be out of sight. But as you can see from the above picture- 1 is not in the formal dining room. An installer should have been involved in the "Walk Through." Lastly, the contract leads you to believe that you get the "Gem Home Comfort Club Membership" for free for 1 year - I was told by the electrician and their home office it was an extra $500 fee.

Gem Plumbing and Heating: Greatly Overpriced Emergency Service Calls Review: 3/5 Stars While Gem provided good quality plumbing work, their pricing was exorbitant and significantly higher than many Rhode Island competitors. Below are the details of my review, which I think is thorough and fair. I called for emergency service on a Saturday evening of a holiday weekend in late August to repair the main water shut-off valve at my home which had been turned off while we were away on vacation since we had a leaking pipe. It had come "off the seat" and was no longer able to turn the water back on in the house. When I initially called Gem to get an emergency appointment, the Gem Scheduler/Dispatcher Alaina disclosed to me only a $199 emergency service call fee, failing to mention an additional 35% surcharge on any work done during an emergency service call, which I learned about later on after the work was done. Gem needs to improve on transparency of pricing with customers. After evaluating the job on Sunday morning, which involved easy access on the floor of the basement, the Gem plumber Walter quoted a flat rate of $2,437.27 to replace the main gate valve and one other gate valve with new ball valves. I expressed my concern about the high price since I had spoken to a retired plumber ahead of time, who had said that replacing a gate valve with a ball valve was a relatively easy repair. Though Walter seemed pleasant enough, he made it seem like he had no choice on the pricing. Because we had no water in our house and it was a holiday weekend, I felt pressured to authorize the expensive repair, which took less than 90 minutes to complete. The final invoice which I received later by email provided no breakdown of parts or labor. (The parts probably cost no more than $75.) I then did some research looking at a Google AI explanation of typical charges by Rhode Island plumbers and an Angi’s List article based on 2025 data. This revealed that the total price of the job, even with a typical emergency surplus charge of 30% and the Gem $199 emergency service call fee, should have cost between $1,300-1450. This meant I was being overcharged by about $1,000 with their "flat rate pricing." After my experience with Gem, I spoke to a different plumber who is reputable and he said the job should have cost $1200-1400, not the $2437 that Gem charged. I contacted Gem several times to try to get a fee adjustment-partial refund, and kept being told someone would call me back. After eleven days and many phone calls, I finally reached the plumbing Manager Ron who was very nice and reasonable. He acknowledged the dispatcher's error in non-disclosure about the 35 percent surcharge on any emergency service jobs and arranged for me to get a refund of $657.81. Even after this adjustment, I believe the final cost was still about $350 too high. I believe Gem’s "flat rate fee" is an excuse for excessive charges, and that pricing for plumbing jobs should be based on parts, plus a labor charge for the number of hours actually worked, and in my situation a reasonable charge for an emergency service call. So plumbing customers be forewarned about Gem’s use of expensive flat rate pricing, especially during emergency service calls.

The sales and install team at Gem is amazing, they went above and beyond to ensure not only was the correct Carrier Infinity heat pump solution selected, but after installation, they tested and cleaned up. Special thanks to installers Alec Reyes and Jon Rivera for their attention to detail, friendly demeanor and professionalism!!

When our furnace failed unexpectedly, GEM responded quickly and efficiently. Their team was professional, knowledgeable, and provided clear communication throughout the process. They arrived promptly and completed the full replacement the same day; even on a Saturday, which was incredibly convenient. The financing options they offered were also a huge help. We’re very satisfied with GEM’s service and would highly recommend them to anyone in need of reliable, high-quality HVAC work.

We used GEM for the first time when our heating system stopped working and no one else could come out for 3 days. It was 35 degrees here in Massachusetts at the time. I was given a window of 4pm-9pm when Nick would arrive, and he was here before 4:30 pm. Nick was very knowledgeable and explained everything in terms we could understand. He was very conscientious about his work area and our wood floors. We even signed a contract with GEM as we were so impressed with Nick, the company, and pricing. I highly recommend this company for all your HVAC needs. They are available 24/7 and which is huge in the Northeast.