By Shawn McCurley on July 14, 2026 Verified by Google

I rarely write negative reviews, but I feel it’s important to share my experience.

My central AC stopped working and was only blowing hot air. I called Gem on a Thursday evening, and I want to give credit where it’s is due, the customer service representative was polite, professional, and able to schedule me for an appointment the very next morning.

Unfortunately, that’s where the positive experience ended.

The technician spent time looking at the outdoor condenser unit but never inspected the indoor air handler or any of the equipment in the attic. Despite only evaluating part of the system, he concluded that the compressor had failed and quoted me approximately $6,000 to replace it.

He then told me he believed there was another underlying problem that would likely cause a new compressor to fail again. However, he couldn’t identify what that problem was or explain how he reached that conclusion. Instead, his recommendation was to replace my entire 9-year-old central AC system for $18,000.

To make matters worse, I was charged both a dispatch fee and a diagnostic fee, yet I left the appointment without a clear diagnosis of what was actually wrong with my system. Being told there is an unknown problem, without any effort to inspect the complete system, and then immediately being presented with an $18,000 replacement proposal did not inspire confidence.

I expected a comprehensive diagnostic evaluation before being advised to replace an entire HVAC system. Based on my experience, I left feeling like the focus was more on selling a new system than on identifying and repairing the actual problem.

By Ms.H S on July 5, 2026 Verified by Google

Do not sign up for the membership plan. At no point in the several years of our being members, has there been one single advantage to this fee based club. Every single technician to our house has tried to charge an extra $199. for showing up in spite of the membership and each one lists all kinds of excuses why they need to charge more. So shady!
We have no electricity on the top floor apartment of the house during the heatwave, it's 97 up there and will stay that way for the next several days because a GEM electrician wouldn't show up until we agreed to the fee. He even said it's waived for the elderly and after hearing the customer is 87 he then said oh then it's because it's a weekend.
Some of the technicians are nice and do the job, some are incredibly dumb and several others have to come and fix what they never finished, it's hit or miss. During the pandemic getting them to wear masks was a fight! If you get the email saying it's time for yearly maintenance then they will charge for it in spite of the membership. One Inspector even manually shut off our entire Verizon Wifi system for no reason, just while he was in the room checking something else. Buy your own system filters online and learn how to change them out, or GEM will find a way to upcharge you.
There's no such thing as a solid job well done.

By Charlene Carrera Keegan on June 24, 2026 Verified by Google

Our AC went out and we had a couple companies come out to give us a quote. GEM's was the most competitive and we had a new system within 72 hours. The work crew came out on time and was very courteous, gave excellent service.

By jenny santana on June 12, 2026 Verified by Google

If you need service done in Rhode Island and you’re calling GEM, ask for Rick or David! They were absolutely amazing—professional, knowledgeable, thorough, and genuinely kind. They took the time to explain everything, worked efficiently, and had our central air system fixed quickly.

GEM also impressed us with how fast they were able to send technicians out, making the whole process stress-free. Customer service like this is hard to find these days, and Rick and David truly went above and beyond. We need more home service technicians like them!

Thank you, GEM, for such outstanding service. Highly recommend!

By Anne McCarver on December 2, 2025 Verified by Google

There are installers and then there are installers who care. I am lucky I got two of the best there is! Both Alex and Sergio were complete gentlemen- courteous and aimed to please.
Alex, the Lead Installer, communicated everything they did or were going to do. He answered every question I asked him thoughtfully and throughly. They called when they were leaving the shop to let me know they were on their way and they always found me to let me know when they were leaving for the day or for lunch.
Alex also had to deliver some bad news at times (like not all of the vents were ordered), but he immediately followed up with a good solution. When I mentioned to him that I was supposed to have 2 zones and not just one as it showed on his work order, instead of arguing with me, he looked at me straight in the eye and told me that the 2 zones would be done.
Alex made sure I understood the new controls and spent a lot of time demonstrating how this system works. I felt very comfortable with them in my home. Moreover, I know this job wasn't just done, it was done right!
Sergio is so kind- he even brought homemade treats to my dog! After 5 days of having them around, the dog and I are going to miss them!