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: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. 

• Initial Complaint

  Date:12/19/2024

  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.

  A GEM ********** arrived on October 30, 2024 to perform annual service (per existing maintenance agreement) on Navien Combi boiler. The ********** noted no major problems but recommended $1,581.27 of services and replacement parts. A different ********** came the following day, performed the recommended work, and collected payment. After the work was complete, this ********** informed me the boiler had a dangerous carbon monoxide leak and needed to be replaced immediately. He stated that he carbon monoxide level inside the boiler cabinet was approaching the level at which he would be required to shut the system down (red tag). He also stated the first ********** should have tested carbon monoxide levels as part of the annual service and before recommending additional work (I completely agree). The recommended work had nothing to do with the carbon monoxide leak and therefore was a complete waste because the unit needs to be replaced. *** quoted a replacement unit and reduced the quote for the unnecessary work noted above (a tacit acknowledgment of their error). I will not have GEM do the replacement however, as I no longer trust their competence. I want $1,581.27 refunded to me.

  

  Business Response

  Date: 12/23/2024

  We truly understand your frustration and appreciate your patience in bringing this matter to our attention. After reviewing your case with my manager, we would like to offer a resolution that we hope will demonstrate how much we value you as a customer. We would like to offer you double the amount you paid for the repair job of $1,581.27, credited toward any recommended replacement work. We hope this offer helps address your concerns and supports you in moving forward with any additional services you may require.
  Please feel free to reach out to us with any questions or if you'd like to discuss the next steps. 
  

  Customer Answer

  Date: 12/30/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I reject the offer, as it requires me to pay GEM $10K+ to install a new heating system.  As stated in my complaint, I no longer trust GEM's work and want $1,581.27 refunded to me.  GEM left me with a dangerous carbon monoxide leak.  If I had not authorized the additional work, the second ********** would not have discovered the problem, and the dangerous condition would exist to this day.  I have already had the system replaced by a competent contractor.    

   
  
  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,

  ****

   

   

• Initial Complaint

  Date:12/08/2024

  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.

  I was charged $664 for a simple replacement of a toilet fill valve. Initially, the issue was addressed without a replacement in just 3-5 minutes, which surprised me because of how quickly it was resolved. However, the technicians inspected the toilet again and claimed the fill valve needed replacement. Despite my repeated inquiries, they failed to provide a clear explanation of what was wrong.There was no transparency in the process. They asked me to sign various forms without explaining their purpose and stated that an invoice would be sent to my email. The invoice I received did not include a detailed price breakdown, and at no point was it explained what the $664 charge consisted of.

  Customer Answer

  Date: 12/18/2024

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

  

  Business Response

  Date: 12/23/2024

  We sincerely apologize for any displeasure this matter may have caused. We highly value our customers and their time, and your satisfaction is of utmost importance to us. Regarding the invoice, please note that it reflects the flat cost of materials and labor required to complete the work. We want to emphasize that the technician did not charge you for the dispatch fee, which is typically part of the service cost. We understand that billing concerns can sometimes be frustrating, and we are here to assist. 

• Initial Complaint

  Date:12/02/2024

  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.

  This started in late September 2024. We called GEM to fix a late night water heater failing. Once it was fixed, it failed within days and then the service person who came out to follow-up said we urgently needed to replace the system. We were given an exorbitant quote but no options for different systems to choose among, despite the proposal saying we would be given choices. We were told that a permit was $1000+ of the cost. Because of the created urgency by the service member, we agreed to the proposal as they could install it the next day. We were not told the footprint the new system would have outside of the house.The installers showed up almost 3 hours late. They made no effort to consider the aesthetics of the exhaust pipe in front of our house. They also took a bucket of ours when they ******* took over 10 calls across multiple weeks to GEM to (1) resolve the footprint of the pipe outside of the house and (2) TRY to get them to follow through on having the system inspected by the city. We were told many times wed get calls back and only got 2. They didnt even pull the permit until we called many times, and then my partner had to call the city to get inspection since GEM never did (this was over a month after install, and we were told to expect an inspector within a week).We then realized that the invoice we were given lists a different water heater model than the what was actually installed. This is concerning based on potential inaccuracy of the price quoted, and means we lack valid record of the system we now have. Further, we cannot apply for state energy rebates without an accurate invoice. Its concerning business practice to have an inaccurate product listed on an invoice, not call customers back, plus refusal to itemize the receipt (written in caps in the proposal fine print). In trying to resolve this, my call was escalated to managers, and I was told Id get a call within 2 days. Based on experience, I have trouble believing it.

  

  Business Response

  Date: 12/03/2024

  Spoke with customer to find the best solution, which was getting updated invoice so customer may apply for R.I rebate emailed customer copies. Also confirmed the aesthetics outside the home were adjusted to customers full satisfaction. Director of Operations extended warranties and add additional tune-up to customers current agreement. Gave customer our direct phone numbers to reach out if ever in need of further assistance. 

  Customer Answer

  Date: 12/03/2024

  [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:10/29/2024

  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.

  Called for technician to diagnose furnace not working on a nee house that is only 5 years old. Tech came and listed out supposed code violations and a permit never pulled from original installer, said they called my town inspector and confirmed. I asked for all issues to be documented on invoice for my records. I received invoice with no documentation or diagnosis and I called my town to verify a call was made and verify permits. Town inspector said no call was made inquiring about my address and verified permits were applied for on my furnace installation. I also received occupancy permit which would not have been approved if furnace and inspections did not meet code. I called business the day of for explanation, left voice-mail (this was on 10/22), called and left voice-mail again on 10/23, no attempt has been made my business to return phone calls or explain why they lied and never did the job of diagnosing furnace issue that was paid for. Over a week later I still have not received any communication from gem plumbing and heating.

  

  Business Response

  Date: 10/30/2024

  Thank you for bringing this concern to our attention. We sincerely apologize for any inconvenience experienced with the current HVAC system.
  
  After a thorough review by our ************ Manager and Director of Field Operations, it has been determined that the installation of the system does not comply with the manufacturers safety installation requirements. Specifically, the blocked vent shut-off (BVSO) switch on the oil furnace was bypassed, which compromises the safety mechanism designed to prevent carbon monoxide buildup. Additionally, the Limit Vent switch, a critical safety feature that automatically shuts off the oil burner if the flue vent becomes excessively hot, was also bypassed during installation by another company.
  
  At Gem HVAC Services, the safety and comfort of our customers is our top priority. To address these issues, we would be happy to send one of our knowledgeable comfort advisors to the home for a complimentary estimate. This visit will provide options to bring the system into compliance with the manufacturers safety requirements and address any further questions or concerns. 

  Customer Answer

  Date: 11/09/2024

  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. 

  My original complaint was NOT addressed. My initial complaint was that the company was hired to diagnose why our furnace wasn't working and blowing black smoke, the tech did not do either of those and there was no diagnosed problem and nothing documented on the invoice. The tech said there was no permit for our installation and that they called the town. Both of those things were lies. The town inspectors office confirmed no one called about my address and I presented the permit in the email, furthermore our house received the occupancy permit with the fire ****s aproval.of our furnace, so therefore at installation anything beyond that I can't control. I called the service e **** and left a voice mail with the service manager which did not return my phone call in over a week, which is not acceptable. Now because I put in a complaint with the BBB suddenly two people with titles somehow have "further reviewed" the issues with my furnace but were not here in my.hoise and do not have e pictures or documentation of the so called "bypassed" systems. I hired GEM hvac to help diagnose my furnace with why it was not operating, provide a presented solution of repair at which I could further make a decision on how to get my furnace back in operating condition and IF needed address any so called "bypassed" issues that could have been fixed. Please address my original complaint.
  
  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: 01/15/2025

  After thoroughly reviewing the details of your appointment, including the original call(s) made to our customer service line, we would like to clarify that no diagnostic fee was charged. The only fee applied was the dispatch fee, which, as noted during the initial scheduling call, was communicated prior to the scheduled appointment. Our tech did arrive as discussed and was charged for. 

  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 # ********. 

  As stated in my original complaint, I am extremely unhappy with the treatment from your company and want a refund of the dispatch fee due to the disrespect and treatment given by your company. As originally stated I was lied to by the tech, they did not call the town and get information about permit, I left multiple voice-mails with customer service and service e manager that were NEVER responded too post dispatch call and even though tech came to the house NOTHING was actually done appropriately. Furthermore, your company disregarded myself as a customer until a complaint was filed with the BBB and still, 2.5 months later I am still addressing the original issue that has not been resolved. Paying a dispatch fee I fully expected a competent technician to inspect and diagnose my furnace, that's what I paid for. I did not pay for a technician to come to my house and lie about calling the town, and accuse me of not having my furnace properly installed...which it was and is fully documented. 

  
  Regards,

  *******

   

   

• Initial Complaint

  Date:09/13/2024

  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.

  When I spoke with the company over the phone, they told me the hourly rate was $175 and scheduled an appointment. Although the appointment was set for 2 PM in the afternoon, they arrived at 8 AM. They were only supposed to connect the compressor, and they did this by running a cable from the nearby power source. They completed the job without knowing where to connect one of the hoses. When I asked the workers how much it would cost, they said it would be the same as what was discussed over the phone. Later, they sent me an invoice for $1,742. For a job that took nearly 2 hours, they billed me far more than what they had quoted, even though I asked multiple times beforehand and was told it would be $175 per hour. The invoice provides no details on how the total of $1,742 was calculated.

  

  Business Response

  Date: 09/18/2024

  Thank you for bringing your concerns to our attention. Our ********************* Manager is currently reviewing the details of your job and the statement you provided. He will reach out to you tomorrow, September 19th, to discuss the matter further and work towards a satisfactory resolution.
  Thank you for your patience as we address your concerns.

  

  Business Response

  Date: 09/26/2024

  Hello,
  on behalf of my company. Gem Plumbing & Heating LLC, I would like to add proof/ documentation that the customer's issue was handled and resolved on our end to the customers satisfaction. Is there any way to add to my previous response? I have attached the new revised invoice that I would like to add to the history of this complaint. 

• Initial Complaint

  Date:09/10/2024

  Type:Product 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.

  Subject: Request for Assistance with Refund for ****************** Dear Better Business Bureau,I am writing to formally request your assistance in resolving a matter with Gem Plumbing & Heating Services, **** On August 26, 2024, I hired Gem Plumbing to perform hydro jetting services on my leaching field, for which I was quoted and charged $1,403.11. However, the service provided was unprofessional and incomplete.The technician sent by Gem Plumbing, ******, did not have the proper equipment to conduct the job correctly but proceeded regardless. Instead of addressing the issue by first draining the water from the pipes using a vacuum extraction truck, he attempted to force water through already submerged pipes. This approach was ineffective and failed to solve the ********** resolve the issue, on September 6, 2024, I engaged the services of **** *************** a reputable company with over 50 years of experience. **** first drained the standing water with a vacuum truck and then successfully performed the jetting. They confirmed, both by camera inspection and on-site checks, that the system was clear, and by September 10, 2024, the field was draining properly.Given that Gem Plumbing failed to perform the hydro jetting service correctly and completely, I believe I was unjustly charged. I am seeking a full refund of $1,400 for the incomplete services provided by Gem Plumbing.I hope that you can help facilitate a resolution with Gem Plumbing, as they have not responded to my direct requests for a refund.Thank you for your time and assistance in this matter.Sincerely,**** Vegas *********************************************** ************ Date: September 12, 2024

  

  Business Response

  Date: 09/16/2024

  Thank you for bringing your concerns to our attention. We understand the frustration you're experiencing with your septic system. Our technician did perform the work as outlined in the service agreement and made multiple attempts to clear the blockage by jetting the ***** field from all outlets. After assessing the situation, the technician recommended rejuvenating the septic system to address the issue more thoroughly. However, we understand that you chose to decline this additional service. 

• Initial Complaint

  Date:09/05/2024

  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 has yet to inspect my gas furnace they installed in April per state and town regulations. I have contacted them several times and have received no response. I'm not sure why they continue to avoid me or of their ineptitude. This is a serious concern as I'm a disabled veteran and can't fix or access a potential serious situation quickly if needed. They are required by law to properly inspect and affix a label of that inspection. It should not take 5 months and counting to achieve this. I have called several times and have spoke to multiple agents and they take the message and say a service agent will call me back and never does. Even when they say they will tell a supervisor of the issue.

  

  Business Response

  Date: 09/06/2024

  Thank you for reaching out, we will look into the communication logs to resolve the miscommunication that accrued, to avoid any future issues as we do not wish to appear unavailable to our valued customers. Our inspections specialist has contacted you to finalize the scheduling for the installation. Were currently awaiting your response to determine a convenient time that fits your schedule. On the email attached is a direct phone and email contact to our inspections specialist to hopefully remove any further frustration. 

  Customer Answer

  Date: 09/09/2024

  [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:07/20/2024

  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.

  had a problem with my air conditioner. They sent the technician out to tell me that I need a new system and its not fixable half an hour later. I called another company and they fixed it within 5 minutes. *** called more than eight times to their office and nobody has returned my phone call for reimbursement. Im looking for reimbursement of the diagnosis. Also, the secretary blocked me

  

  Business Response

  Date: 07/23/2024

  Thank you for bringing your concerns to our attention. We have thoroughly reviewed and discussed the matter internally and are committed to resolving it to your satisfaction.
  To ensure we address your feedback appropriately, we kindly request that you provide us with the diagnosis report from the other company. This will not only assist us in understanding your experience better but also help us enhance our training processes to prevent similar issues in the future.
  Please feel free to send us the diagnosis report at your earliest convenience. Once received, we will promptly proceed with resolving the matter and ensuring that you are satisfied with the outcome.
  Thank you again for your understanding and cooperation. We value your business and look forward to resolving this matter to your complete satisfaction.

• Initial Complaint

  Date:07/11/2024

  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.

  I called Gem Heating and Plumbing requesting an evaluation of my AC system and I was quoted $199 for such. I was offered an appointment for 20 April, which I accepted. After the technician assessed my system as needing replacement, which I suspected was the case, he had me sign a tablet charging me $268.65. When I complained that I had been told $199 he said the surcharge was for weekends. I was never told that and even called the call center, ************, immediately after he left. I believe I spoke to ***** who did not know about such and put me on hold to confirm the surcharge. Since I only work two days a week during the school year, I would not have taken a weekend appointment, had I been told of the surcharge. I'm only looking to have the surcharge or convenience charge as they called it refunded, since it was not what I was quoted. Also, I may have saved others in the call center from misrepresenting the quote for weekends. The invoice references a diagnostic fee. When I booked an evaluation for $199, I expected the system to be diagnosed. No work was performed on my system, and they claim they gave me consideration for the overcharge in the estimate I was given. However, I felt I needed a lawyer to understand their Terms and Conditions, so I didn't elect to go with them. I did get other estimates without being charged for such but elected to postpone the job since I do have a ductless system on one level.I wrote this same thing about a month ago and have heard nothing. Back then I clicked something to check terms for the BBB site and I may be at fault for my original complaint not already being in the system.

  

  Business Response

  Date: 07/16/2024

  Upon reviewing the details of this recent job with us, we have identified the error regarding the dispatch fee that was charged. We understand the importance of accurate billing and ensuring our customers' satisfaction, and we sincerely apologize for any inconvenience this may have caused. To rectify this issue promptly, we have initiated a refund to the credit card for the incorrect dispatch fee that was paid. 

  Customer Answer

  Date: 07/18/2024

  [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, refunding the $70 overcharge which is all I asked of them directly and initially, 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,
  
  *************************