Complaints

This profile includes complaints for Gem Plumbing & Heating Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gem Plumbing & Heating Services

  1 Wellington Rd Lincoln, RI 02865-4411

  
• 

  Gem Plumbing & Heating Services

  375 Paramount Dr Raynham, MA 02767-5154

  
• 

  Gem Plumbing & Heating Services

  8 Great Western Rd East Harwich, MA 02645-2314

  
• 

  Gem Plumbing & Heating Services

  118 Long Pond Rd Ste A Plymouth, MA 02360-2662

  
• 

  Gem Plumbing & Heating Services

  13 Colton Rd East Lyme, CT 06333-1436

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** is poor and the windows of time they give you means nothing. We called on Tuesday 7/1/25 as our A/C wasnt cooling properly. They said they would come same day between noon and 4pm. They didnt show up until 730pm after several calls. At that point we had to put the baby to bed so they couldnt even assess one of the mini splits spent 15min and said everything is fine. Recommended to come back another day to clean it for over $1200. The guys said he would be back Thursday between 3p and 4p, ok fine. That afternoon we get a call saying they will be there at 730p instead, I said no that doesnt work, we only agreed to the $1200 cleaning cause the tech said he would be there between 3-4p. They said we can come next week instead. We said no, we wont be here next week. They talk to a manager and agree to come over the weekend, first they say Saturday at 8am but call back immediately to say actually Sunday at 8am (first of the day per them). So we stay onsite a day longer than planned, 8am rolls around without anyone. At 830 we get a call to confirm our apt and say we will get a text when then are on the way. At 915 we get a text they are on the way with tracking info, says hes 54min away. Fine whatever. An hour later I call again cause tracking is still saying an hour away, he hasnt moved. *********** was incredibly rude. They say yup hes an hour away. I asked for a refund since they have moved the time so many times. They say they can cancel the apt but cant process a refund. Cant speak to a manager on the weekends. So frustrated we spent the whole vacation waiting around for no one to show up.

  

  Business Response

  Date: 07/07/2025

  Good Morning BBB,
  
  This customer called GEM on 7/1/25 at ****** to book an appointment for her system not cooling.  The call center agent when booking the call said that it would be approx. 4 hours to get the technician out same day, at no point was the customer scheduled for a ********* frame when she called in at 1:44pm that day.  We do have a recorded call of this conversation. The dispatcher called the customer at ****** that day letting her know a technician had become available and was en route to her home. The technician arrived at 7:56pm.  
  
  Technician performed diagnostic testing, connected gauges etc and determined that the interior head inside the home would require extensive cleaning. The appointment was rescheduled to another date due to the time of day. Due to the influx in heat our technicians are working long hours in trying to resolve all of our customers issues, we were running behind for the second appointment at which point we called and customer explained it was too late and the appointment was rescheduled for Sunday. 
  
  The GEM technician arrived at the home at 10:47am and performed the services the customer requested at that time and was happy with the service per technician notes. 
  
  Attached is ********** updated ****** review, reflecting work completed. 

  Best, 
  Team GEM

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The response from the company stated that we were never given a noon to 4pm time frame with the initial call. I have attached two photos with the email and text from *** providing that time frame. Of course calling at 2pm I figured this was wishful thinking they would arrive by 4pm and my frustration with the late arrival on the Tuesday was mostly to the fact that they were not able to inspect the upstairs unit as the baby was sleeping. While the tech was still onsite he confirmed he would be back on Thursday between 3-4pm which clearly was a confirmation he should not have made. We only agreed to the $1200 price tag with the knowledge the cleaning would be completed before the holiday and while the baby was still awake. This of course was not the case. GEM did accommodate us by agreeing to come over the weekend. The lady who called to schedule the weekend apt did say we would be first apt of the day at 8am which as stated in my ****** review was not communicated to the tech (who ended up being  wonderful). Ive again attached photos of the communication provided via text with the tracking information. When the driver did not arrive within the tracking window I called the office who told me they were over 2hrs away in **. I asked for a call back from the manager on Monday which I did not receive. The tracking information still said over 50min away when the van finally pulled up.

  Please know I appreciate the same day availability and the second tech was wonderful. My complaint is that the email/texts that provide the time frames are inaccurate and the tracking information provided does not work. It made it impossible to do anything on our vacation as we were waiting around for hours on end. I would like the company to address the underlying technology issues that is providing customers with false information. Had we known the timing upfront we would have made separate arrangements but as we were obligated to pay the $1200 that was agreed upon based off misleading information, we had no choice but to wait around.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 07/17/2025

  Dear BBB,

  We understand the customers frustration and have made every effort to address their concerns promptly and fairly. After careful review, GEM believes weve provided a reasonable and appropriate resolution, especially given the timing during one of the busiest HVAC weekends of the year in ************
  
  While we empathize with the situation, we are unable to offer any further compensation. Were truly sorry we couldnt reach a more satisfying outcome, but we stand by the steps weve taken to resolve the matter. 

  Sincerely, Team GEM

  Customer Answer

  Date: 07/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired GEM for two distinct jobs. The number of errors they made and the way they wasted my time by sending people unable to do the work (twice) is a side issue. I believe I was totally over-charged for work they provided. They will not provide me with the necessary information to assess where the problem lies. The workmanship of the first job **** was pathetic. *** has subsequently sent a capable person to repair the work. The second job involved the installation of a small hot water heater in our garage for the outdoor showers. I purchased the new hot water heater and GEM installed it. I was charged $4,856.59 for this installation. This seems preposterous and impossible to me. In addition, the ******* **** did a lousy job. I have to get someone to fix his mistakes. I will not ask GEM to get the incompetent worker *** again) back here to fix it. The company will not give me a breakdown of the costs. Nothing is itemized. It feels as if the price I paid is the whim of one old, burned out, incompetent repair person. It's like he pulled the figure out of thin air and cannot justify the charge. He did not purchase any expensive parts. It was a small job.

  

  Business Response

  Date: 06/24/2025

  Hi *** and BBB,

  We reviewed this complaint, a manager contacted and communicated with the customer and *** ******** was refunded $2,530.00 on 6/19/25 @ 1:50pm
  *** was appeased with the resolution based on the notes within our system.

  Best,

  Team GEM

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gem Plumbing installed a tankless heating unit in my home incorrectly. Have been trying to get them to fix the issue and from management all the way down to employees answering phones they tell you what you want to hear but do not deliver. I have taken time off work to wait for technicians that do not show up and they dont even let me know. I have to call and ask and they apologize yet they offer no resolution. I have error codes on the unit it still under warranty and the service ports on unit are in a location that is not accessible, as I have learned keeping the unit clean is key to it lasting a long time and it is impossible to flush unit without service valves. Their own technician came out and verified what I have explained and has even taken pictures. I have been back and forth and can not get them to correct their mistake. Even the tech shook his head when he saw where the service valves were located. I want to let people know about my experience as they do not seem to care about their reputation anymore. This unit was also paid for in full day of installation.

  

  Business Response

  Date: 06/18/2025

  We spoke with customer on 6/17 (Nuna) and were at the home on 6/18 addressing the issues. This problem was resolved with the customer. Screenshot notes attached

  Customer Answer

  Date: 06/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

  I would like to add that they only reached out to me and sent a technician to my property after the BBB complaint was filed.

  I am not satisfied with how they treated the customer (me) prior to filing a complaint. I think potential customers need to know this before picking ********************** and ******************** as there provider of services.

  I lost time out of work and treated like a nuisance to them. The unit has a 7 year warranty that they made clear to me on day of install was only valid if they performed service and repairs on.

  I will not have that warranty because after this very first experience with them, I will not be calling them back for any service and repair unless something else happens before the first year is up.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My elderly mother called them to have her furnace checked as per the condo managers request of all owners for documentation. My mother's furnace is relatively new and needs no maintenance however my mother needed it checked anyway. She called GEM plumbing. They stated it would be 150$ to send someone out. The tech came out, did not look at the furnace, and proceeded to push a high-pressure sales pitch for a maintenance package of 400$ to which my mother said no. The tech left with the 150 dollars. My mother is 83 years old scraping by on social security. This is appalling!

  

  Business Response

  Date: 05/29/2025

  Dear ******* and BBB,

  We reviewed your complaint and our records, and we could not find you/your name in our system.  **** *****, Director of Residential Services left you a voice mail on 5/21/25 to speak with you regarding your "Statement of Problem" regarding your furnace maintenance.  To date, **** has not heard back from you.  If you would like to discuss your case file, please call ****** direct line at ************** or email him at ***********************************************************   

  Sincerely, Team GEM.

• Initial Complaint

  Date:03/18/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction 04/08/2024 Hood System Quote $40,285.71 I gave a deposit of $30,000.00 on 04/17/2024 Purchase and install a new 12' captive Air system to include a new upblast exhaust fan and new indirect fire down discharge heated make up air system.Purchase and install Ss backsplash for 12' hood.Project management for hood completion thru final inspection.Permits and inspections for city (state) officials crane Demo of hood related items only.I tried many times to reach *** after we terminate the contract on November 6, 2024 but no answer. I thought that this huge company was trust worthy that's why I gave them a big **********'s horrible that big companies like *** take advantage of a small business like mine.I'm still waiting for my refund, GEM never finalize the job and they still have my money.

  

  Business Response

  Date: 03/27/2025

  Dear ******, We truly appreciate your patience and feedback. This matter has been escalated to a Commercial and Construction Operations Executive, who will be reaching out to you directly via email on 3/27/2025 to help resolve the issue and offer a credit. Sincerely, ********

  Customer Answer

  Date: 04/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 19, 2024 Combined heater, tankless water heater on my multi unit home, 2 heaters installed. **** came to my property ******************************************************************. He gave me an estimate on the installation, parts and labor included, estimated ********. **** explain that gem heating and plumbing would handle the install, send me the respective documents for warranties and invoice and would handle the high efficiency rebate processing. I have made several calls in regards to the job being partially completed and status update on the rebate. I have spoken to a ***** and ***** in regards to both. The install was completed today, but I have yet to receive any information on the rebate status. At this point the rebate has only 10 days left to be filed. I would like a credit to be applied to loan via their preferred financing, if the rebate cannot be completed before the due date.

  

  Business Response

  Date: 03/11/2025

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the issue that occurred during the processing of your rebate. Our Install Manager will be contacting you this week (week of 3/11) to assist in completing the rebate process.
  
  Please rest assured that the time window will not be an issue, and we kindly ask for your patience as we work to resolve this matter promptly. We appreciate your understanding and look forward to addressing this for you.

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was Grossly Overcharged!! At the beginning of Thanksgiving week, I returned home from a business trip and noticed my mini Split heating system was not getting up to the set temperature. Another **** company referred ***. The tech was friendly and diagnosed the issue.... low pressure= low refrigerant. He didn't offer to do a leak check, but instead suggested I fill the system with the necessary refrigerant - R-410A. The price he quoted was $312 per pound. I immediately did a web search. In addition to finding out the average retail charge for this refrigerant was about $ ***** /lb. I also saw that you could buy a 5 gallon container of this stuff for between $200 - 300 per lb. SO... even if the $300 for 5 gallon price is wholesale, they are still marking it up over 5 TIMES!!! I asked him to put me in touch with his manager to negotiate price, and of course, no one responded. It was 2 days before a holiday weekend, so I had to choose between the hefty price or no heat over the holiday. I paid it. The heat worked ok for 2 months, and started to fail again. I hired an **** company that is certified to work on my brand of system. It turns out that most mini split systems aren't a "gas and Go" kind of system. There is a detailed procedure when diagnosing and refilling. A leak check was performed, 2 small leaks discovered, and repaired. The cost of the R410a from this company...... $55 per pound!!! GEM is price gouging!! I learned an expensive *******

  

  Business Response

  Date: 02/13/2025

  **** you for reaching out to us with your concerns. We understand that the prices listed on the web may appear lower, and we would like to clarify that our pricing reflects the comprehensive service we provide. The price quoted includes not only the materials used but also the expertise of a certified technician who was dispatched to your home to perform the service.
  
  We believe in delivering quality service with qualified professionals, and we aim to ensure that every aspect of the work is completed to the highest standards.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early November 2024 I called GEM for a plumbing issue. Initial visit they told me my house was unsafe for me and my 4yr old son due to botched plumbing and heating completed by the previous home owner (purchased this home in October 2024). I was told the job would be 2-4 days and completed by 11/17/2024. Since then this is what has occurred:-Plumbing did not start until 12/2 -Plumbing cancelled and rescheduled start of the job 2x -plumbing took from 12/2/24 to 1/20/25 -Plumbing no call no showed on numerous occasions in which I had to call to figure out what was going on because secretaries couldnt bother to call -Plumbing did not following 2-4 day agreement. My son and I had no access to toilet (2 days), kitchen sink (5 weeks), bathroom sink (12/2 until 1/19), shower (3 weeks) and kitchen sink 3 weeks -Plumbing left holes exposed in my home to the outside 12/23 until they returned after the new year resulting in rat to enter my home and my oil to heat my house went from full to 1/4 left in the tanks.-Plumbing delays resulted in massive expenses as a single mom I was not planning to have -Plumbers want $55,000 for the job with no care of the emotional physical and mental impact this had on my son or my well being -Plumbers caused 3 leaks under my home due to sending an apprentice under my house to do the work -Pipes froze on 1/20 as estimate did not include insulation and plumber wants additional money to now do it. -Plumber tries to bribe with food and a bidet that wasnt asked for.

  

  Business Response

  Date: 02/13/2025

  Thank you for sharing your concerns with us. We sincerely apologize for any inconvenience caused during the course of the project. We understand that the work was initially quoted for a specific time frame; however, the location of the work under the home presented unforeseen challenges that impacted the duration of the task. Additionally, the request for additional work beyond the original scope further contributed to the extended time required to complete the project.
  
  As a family-owned company, we value our customers and their satisfaction. In light of the situation, we would like to offer a refund of $1,000 as a gesture of goodwill to address the inconvenience and ensure that you feel valued.

  

  Business Response

  Date: 02/13/2025

  Thank you for sharing your concerns with us. We sincerely apologize for any inconvenience caused during the course of the project. We understand that the work was initially quoted for a specific time frame; however, the location of the work under the home presented unforeseen challenges that impacted the duration of the task. Additionally, the request for additional work beyond the original scope further contributed to the extended time required to complete the project.
  
  As a family-owned company, we value our customers and their satisfaction. In light of the situation, we would like to offer a refund of $1,000 as a gesture of goodwill to address the inconvenience and ensure that you feel valued.

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called the business to speak with a member of management multiple times now and have been told each time that someone will contact me, yet nobody does.On 12-26-24 we paid $438.99 for a service that we were less than pleased with and that never resolved out initial problem, thus needing to be finished properly by another, more reputable and professional company just days later.The technician informed me that a new PVC drain was installed to the furnace, later confirmed not to be true confirmed by both another **** company as well as myself. The technician only cleaned/sprayed out the existing drain that was reportedly clogged, spending only 15 minutes or less performing the job and leaving the trash behind (empty spray cans) in my attic.The technician gave us 3 options; 1: to install a new drain ($438.99) which is what we selected but was not performed/installed, 2: to install a "switch" ($800.00), or 3: to buy a new furnace (+/- $20,000.00)The technician informed us that if there is any water/moisture leak from the furnace that the furnace will need to be replaced immediately. We got a second opinion from a reputable company who informed us that the existing furnace is near the peak life span and is slightly ***** but by no means in need of immediate or soon repairs as it is not leaking gas fumes and does not have any other issues.The technician never mentioned fixing something as simple as replacing/cleaning a sensor, replacing an ignitor, jumped right to replacing a very expensive furnace as a scare tactic to meet annual sales goals at the customer's expense. The original issue I called to have fixed was never actually fixed/resolved by *** and had to be taken care of by another company not even a few days later costing more money.The whole experience was very shady as a proper cost breakdown was never provided and come to find out the company has terrible reviews and a reputation to match, not to mention GEM did nothing to resolve the issue.

  

  Business Response

  Date: 01/10/2025

  Thank you for bringing your concerns to our attention. We understand that you had a conversation with our *************** Manager on January 9th at 1:15 PM in an effort to resolve this matter. During that discussion, the Manager refunded the dispatch fee and was under the impression that the issue had been addressed to your satisfaction.
  
  We stand behind the expertise of our technicians and the quality of the work we perform. However, if this issue remains unresolved or if there is any further dissatisfaction, we encourage you to reach out directly to our HVAC Manager for additional assistance.
  
  If your complaint was submitted after the aforementioned conversation, we genuinely hope the matter has been resolved to your satisfaction and wish you a pleasant weekend ahead.

  Customer Answer

  Date: 01/12/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not satisfied with the businesses response, they charged me nearly $500 and did no work, simply spent less than 10 minutes clearing out a drain with a spray can and left trash behind. I needed to hire another company for over $500 to do the work that was not properly completed by the first company. The refund of the dispatch fee was only an interim settlement as I have no intentions of accepting anything less than a full refund. 

• Initial Complaint

  Date:12/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We accepted GEM's proposal ENGBKXSBH to install a whole-house heating and cooling system on 06 September 2024. The total cost I paid for the system was $20,074, of which a deposit of $4,074 was paid to GEM on 10 September 2024. The remaining $16,000 has been financed.The scope of work included removal of the existing central a/c compressor and air-handler, and installing a Carrier 38MURA-CAR Heat Pump Condensing Unit (5 ton) and a 5 Tone Heat Pump Crossover System Fan Coil Unit (208/230-1-60), plus a thermostat controller.Unfortunately, the system provides little if any heat. *** has tried to resolve the issues, with ***eated visits by technicians (different ones each time). Each follow-up visit resulted in the technicians stating that the unit had either installation issues, functional issues, or both. For example, the first visiting technician ***orted that the thermostat installed was inappropriate for the unit, and also that the flexible ducting had been installed in such a way as to prevent the air filter being changed. These were fixed, but the ***lacement thermostat was apparently inappropriate, and so a third (different) one was installed. The unit continued to blow only cold air in late December, so two technicians visited on 24 December to investigate. I did not fully understand the issue they described; they seemed to indicate that there is a problem with the control panel wiring, and yet another visit is required.Another technician commented that the installed units are incapable of providing whole-house heating and cooling, which conflicts with the claims made by the sales ***resentative who sized the system.The major problem I am experiencing is that there is not a single person overseeing this project. The sales *** is evasive and takes no responsibility. I just have to keep scheduling visits from technicians who keep uncovering new problems.I paid over $20,000 for a functional and reliable home comfort system, receiving neither.

  Customer Answer

  Date: 01/09/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 01/21/2025

  We are currently working to schedule an appointment at your convenience, where both a representative from Carrier and one of our own experienced technicians will be present. Please know that we take your concerns very seriously, We are committed to providing you with the best possible service and support throughout this process.

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am pleased to have representatives from Carrier and GEM Plumbing to review the system's performance at my convenience;  the visit could take place on Monday mornings up until noon, or anytime on Fridays.  Tuesdays and Thursdays would not be possible unless the visit begins no later than 8 am.  Wednesdays are not possible.  It would be best for me to keep the complaint open until they actually complete this task and address any issues.

  Kind Regards,

  **** *****

   

   

  

  Business Response

  Date: 02/13/2025

  Customer issue is resolved as of 2/12 after HVAC lead out to home. Will have service install manager reach out to confirm as a good measure issue is resolved with customer.

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ********************************** Install Manager" has not contacted me to confirm that the issues have been resolved.  Also, we have no heat on the first floor, and I called GEM on 21 FEB 25 notifying them of this issue.  One of the first-floor air vents appears to be obstructed, and there is no way for me to open it.  

  
  FAQ
  
  Regards,

  **** *****

   

   

  

  Business Response

  Date: 03/11/2025

  We truly appreciate your patience and feedback. According to our records, our Service Manager reached out to you on March 10th to further discuss a resolution. Additionally, one of our technicians was onsite on February 22nd to address the no heat issue. We are continuing to work to find a resolution.