Horribly unprofessional beyond anything I've seen. Walked off a job leaving a potential safety issue with no notification to the occupant. Malfunctioning heater left unfixed. See pictures: told me that this was just dirty walls; after shining a spotlight in my face unnecessarily blinding me, pretending not to see what is in these pics. (Edited to add the so cal gas red tag that occurred upon subsequent inspection - I asked carbon monoxide possible? Mark said "No"! He was dangerously wrong) read more

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Just realized I have not done a review for a vendor that I have been using for 10+ years!! We have been using Gem Plumbing for clean out service regularly and have had toilet, sink faucet, hot water heater all replaced by them. The crew is great and prompt. Highly recommend! read more

I requested an estimate from Gem Plumbing to plumb a recently installed electric water heater. The owner gave me an approximate cost of labor but refused to come out to see it as he said, "it was a simple job". The technician arrived but did not have all the necessary parts and left for about 45 minutes to obtain them. The physical work did take the time they estimated and was done well but they charged me $100 more for the time taken to buy parts. This was unnecessary; if they'd seen the job before arriving to plumb it, they would have known what parts were needed. I only live 1/2 mile from their business. They advertise for "free estimates" but refused to comply. When I called to complain, the owner hung up on me. Their business practices resulted in loss of money for me, and for them loss of a future customer and their reputation. read more

Have used before, always reliable, reasonable price, but today, had four projects, one significant, took 2 1/4 hours, charge only $286. Wow, expected much higher. Carlos was great. read more

Just had a new HVAC put in after the Eaton Canyon fires. I had some real concerns about what my contractor had put in and even though GEM didn't do the work, they came out and educated me on some issues I can adddress with my contractor. They had serviced my old system for many years. They have always been prompt, professional and reasonable, even talking me off the ledge one time when I thought my AC wasn't working when it just needed some time to cool the house off. I really appreciate the great service over all the years and will continue to use them in the future. read more

Avoid this company, charged double the quoted price and completely didn't own up to their mistake. They installed a tankless water heater, initial quote was ~$2,000, ended up charging ~$4,000. It also had pressure noise issues, multiple times throughout the night every single night it would might a loud high pitched squeak. We told them about it, they come back and they replace something that actually made it worse. We live with it for a few months until our plumber friend told us that it could be damaging our pipes and cause a burst pipe and missing an expansion tank. The manual itself does have an expansion tank. We call them to take a look and they say "Navien doesn't require it" so they considered their job done. They would charge extra for the expansion tank. In other words, they are 100% okay with installing a product that causes loud noises throughout the dead of night every single night, with potential for a burst pipe and they want to charge extra to fix it because "Navien doesn't require it". So you get an installation with issues and extra costs to fix the issue... EDIT: updating to 3 stars as they came and fixed the problem for free and the issue seems to have resolved. read more

We called Gem Plumbing, who were recommended to us by friends, after we had some issues with our plumbing during the recent fires. I spoke with Tim and they were quick to schedule a time to come out to check out the issue. They sent out Carlos and he was the consummate professional. He was on time and great; extremely detail-oriented and he made sure to fix the problem as well as answer any questions I had before leaving. I would highly recommend Gem Plumbing to anyone in Sierra Madre or the surrounding area, their prices are extremely fair and the customer service was exemplary. I'll be recommending them to all my friends in the area as well as calling them for some other plumbing work that I have. read more

always great service and never trying to rip people off with prices... Gem Plumbing is my entire families go to plumbing company and if you're on the fence about trying them, just go for it... You won't regret it read more

They did a wonderful job today and even patched the dry wall. They were professional and kind workers their price was unbeatable

Rude, unprofessional and ineffective. I didn't want to believe all the bad reviews, but yikes! Plenty of other service providers in the area, Gem is awful! read more

Our 25+ years of very good experience with Gem destroyed by an utterly incompetent dispatcher. We contacted Gem to have our water heater replaced. Provided the dispatcher with photos of our old water heater, model/maker information, and water heater location. We requested an Energy Star model. We were quoted an "out of the door" price. When the plumbers show up, they brought a water heater with an incorrect dimension which required modification to the water lines. We tacitly agreed to the modification as we tried to accommodate Gem as we, up to this point, have had a very good experience with them for 25+ years. After the modification was made, we discovered the water heater was NOT Energy Star. We halted the work and requested a phone call from the dispatcher to find out why the two mistakes. Long story short, we receive no reply until THREE DAYS LATER. We found another plumber to finish the work. Gem sent us a bill for the modification which was resulted from the dispatcher's mistake. $845 for removing old water heater and re-routing water lines. We reached out to Gem. Hoping to have a solution to this as we were basically held responsible for Gem's mistakes. No luck. Well, we paid the bill as we see no benefit to escalating this and prefer to move on with our life. However, we will NEVER use Gem again, will not refer Gem to anyone, and would discourage anyone from working with Gem. read more

I've been working with these guys on plumbing and heating for almost 20 years at 2 different residences! Good prices, great work. Here we are a couple weeks ago putting in a new water heater. read more

GEM Plumbing - Mark and team. - Plumbing Near Me - Sierra Madre, California

I emailed Marc plans for a quote on an HVAC system and plumbing for an ADU and garage remodel. I called for two weeks. Finally, Marc told me that because he couldn't read the plans (prepared by licensed architect and engineer), he was overwhelmed with trying to price the job for us and neither he nor plumbing department would be able to even bid the work. Pathetic and unprofessional!!! A complete waste of my time. read more

We searched high and low for someone who could service are kind of furnace and got consistent responses of we don't do the service. Turned out the answer was in our backyard, and Jim plumbing came through quickly, succinctly, effectively, affordably, and I would recommend them highly to anyone and everyone. read more

Highly do not recommend this company. There are supposedly only two plumbers who can not hold it together. They have incompetent office staff that have no clue how to book appointments. Booker promises plumber will call and confirm dates and the project . Nothing happens and they then call and say they are at your door why are you not there. Then they delay you another 2 weeks and can not confirm their appointment. For people who work this is not the company for you. The owner was coarse and did not apologize for any of office staff and plumber mishaps. Very unprofessional don't waste your precious time read more

Gem was referred to me by my neighbor. I asked Gem, along with 2 other plumbing companies, to provide an estimate to replumb my entire house. I met with David Pedroza, who is co-owner of Gem. David was very personable and thorough during the walk-thru. He came across very honest and sincere. When I received the 3 estimates, I was surprised to find that Gem had the most competitive bid, and beat out my regular plumbing company. The work took 3 days to complete. Gary, was the person in-charge of the work. Gary was very service-oriented and responsive to any of my comments or concerns. His team members were very neat and minimized the disruption to my house. They did a nice job cleaning up their work areas, which included the basement. I had them replace my water heater, too. At this time, I am pleased with their work (of course, time will tell the truest story) and would highly recommend them others. Also, I plan to use them as my regular plumbers in the future. Ron Y. read more

Sunday morning our toilet started sliding around on the floor. The flange that the toilet was bolted to had deteriorated and the bolts holding the toilet to the flange had rusted away. They squeezed us in and did a great job. Great service, top-notch parts, fair price. read more

Referred to me by the ACE hardware in the neighborhood And trusted them and did not check review. First we have a miscommunication , I thought they will come 9:45 and rush to the premise and they meant 9:45 to noon, so I went home and they called as soon as got home. Took them 20-30 mins to snake out the some roots. They bill me $112 hourly rate, $78 helper fee and $15 machine fee and total $215 for 30 mins. The helper stood around not doing anything, and isn't the machine used is part of the job. I will never use them again. I believe they are not honest on how they bill me. read more

After 3 other companies told us our only choice was to replace our nonworking A/C for a minimum of $10,000, Gem replaced a $50 part, and the system is working great! The first company to send out a tech instead of a salesperson. I will never call anyone else! Both wore masks the entire visit (not true for other companies). read more

I called them at noon the problem was solved by 3 pm. The Gem plumber Esteban was Fast courteous and professional. I am very satisfied with Gem Plumbing and will use them again. read more

I have been a customer of Gem Plumbing for about 30 years. The owner recently retired. Not sure if this is the reason for the demeanor of their manager-Kim? I called to request information about a clean out they did at my rental (get it done annually). He interrupted me as I was talking and I asked him to please let me finish so I could explain why I was calling. He let me talk but did not listen so I tried to explain the nature of my question another way, he interrupted me again. I said "your interrupting me again". He told me "I know what you are going to say". Well Kim if you are a mind reader what are you doing managing a plumbing company??? He then proceeded to tell me I was creating a problem. Incredibly presumptuous and rude. I never got a chance to get an answer to the question, was not even asking them to come out again and if that were necessary I would have been happy to pay for the extra work. I told him if this was the manner I was going to be treated as a customer who had a legitimate inquiry I will go somewhere else. Never got a call back. You would think, especially with a long time customer, they would be more respectful. Never giving them my money again. read more

I contacted Gem Plumbing to deliver and install a new Toto high rise toilet. The toilet retails $414. plus tax. (Without delivery) at Lowe's. Gem ordered it, delivered and installed it as well as hauled away my old toilet for $650. I believe I was charged a fair price for EXCELLENT service from the initial phone call to the final installation and haul away. The two men who did the job were friendly and on time. They knew exactly what they were doing. (One was named Tim and is a long-term Gem Plumbing treasure.) I am confident when I call Gem for plumbing concerns. read more

I used Gem plumbing when an outdoor hose spigot broke last year. They used cheap plastic parts that were immediately leaking and eventually broke, even though we barely use that spigot. We had to turn our main water off when the plastic pieces broke to stop the flood. They told me it would be two days because they only have two vans working and they would charge me full price again also. Two days even though I told them we can't flush our toilets. They seemed not to care at all. We called a different plumber. It was a plastic piece that broke in half attached directly to the spigot. Terrible. read more

DO NOT TRUST THEM! The reason for the call was "no hot water from the shower". The plumber came and turned on the water for both showers and one sink. After less than 10 minutes, he told me it's probably the valve inside the shower. So after he changed the valve, the problem should be fixed! We proceeded to set the date for the next appointment. I trusted the plumber's assessment only to find out the next day that.. Instead of water temp gets hotter as I turn the knob to the end (which was what I was used to), it's actually the opposite! So if we just turn the knob less than half way, the water temp is HOT! I believe the plumber who came was an experienced one with the way he talked to me. Therefore there were only two reasons fo a second appointment to chang the valve: 1. He took advantage of my ignorance to charge more money. Or 2. He is incompetent and could not tell the difference on how different showered work! I was charged close to $120 for ten minutes of nothing! read more

These guys are great!! Called about a main drain problem at noon. 2:30 everything done. That is what I call service.

On a Saturday late afternoon, we had an issue with an outdoor spigot that was frozen in the ON position. I contacted Gem Plumbing for after hours help and when the "plumber" contacted me, he told me that A) he was "all the way in Glendora" (my location was Pasadena) and it would take forever to get to me. B) for me to change the hose nozzle so that I could put it in the OFF position. I told him that another hose nozzle was not available, and due to water conservation I was really upset about the wasted water. He then stated "that was what he would do if he came out anyway" and that on Monday someone could come out and look at it. This was not an option for me, so I contacted someone else. read more

Gem Plumbing has again earned my five stars. Responding to our last-minute emergency, Gem accelerated their response in an attempt to help us, dispatching "Chris" who arrived as promised. Chris diagnosed our problem, quickly acquired the needed parts, and repaired our system with obvious professional competence and uncommon personal courtesy. Gem's prompt and effective response justified their seemingly reasonable price. It is my pleasure to recommend Gem Plumbing based on another encounter with their excellent service. read more

I was highly disappointed with the service provided. Called to fix the fixture for Air conditioning water to go out and the guy replaced the fixture everything but during the process glued the joints as such that water started leaking inside the home. I noticed after 2-3 days later when my floor was all wet under the carpet. I will never recommend to any one. read more

I had several leak problems and it was late in the day. They came out right away and had to order parts so they kept it at the water filter and ordered the parts and replaced it the next day as well as replacing the water pressure valve that was needed. Good work and friendly people! My new go-to plumber! read more

If I could, I would not even give one star for Gem Plumbing. Gem Plumbing was recommended by a colleague when one of our hot water pipes at home leaked. We called Gem to take a look and I described what the problem was over the phone with a lady. An appointment was made for a Friday and the lady said no fees will be charged for that visit. Then my husband took time off to wait for the guy to come that day. No one showed up in that afternoon and my husband called to follow up. The guys who was supposed to come said the project that he was working on was delayed and he needed some more time. Excuse me! Aren't you suppose to call if you don't show up for a scheduled appointment??!! Somehow he said he would finish up by the weekend and come on Monday. My husband again took some time off on the following Monday. Again. NO SHOW!!!! We were so disappointed and we called Gem Plumbing for wasting our time. The lady on the phone said the guy who said he would come was actually scheduled to take two weeks off for vacation. WHAT!!???? Why did he ask us to reschedule on Monday then?? No apology was made. Giving them another chance since my colleague told me they are trust worthy, we made another appointment. Early in the morning when the plumber was supposed to show up, we got a call from Gem Plumbing saying the original guy is not coming and they will NOT do free estimate. Instead, they will charge us for looking at the pipes. WHAT??!! I complained to the guy, who is the owner of Gem Plumbing, that I described the whole probem to the lady when I made the initial appointment. I was told by her that the estimate is free of charge. Then appointments were broken twice in a row. Hovever, the guy on the other end of the phone was extremely rude and unprofessional. He kept saying I was wasting time to tell him the whole story. I just need to agree to pay and they will show up. I was totally upset and furious at their "service". I cancelled the appointment . I will never ever recommend them to anyone. read more

GEM lives up to their name. They arrived when they said they would, listened to what the problem was and proceeded to fix it. Dakota is very knowledgeable and helpful. Having contractors in our home during Covid can be really stressful...but don't give it another thought --call GEM. read more

We've been using Gem Plumbing for five years. Specifically, we have worked with Tim and each time he has gone above and beyond to make certain that our plumbing issues have been resolved. Tim is always on-time, friendly, professional and efficient. Whether it is an appliance repair (water line), faucet install or leak he seems to be able to do it all. We were especially impressed with a recent issue where a special part was needed and, despite the limited availability of parts due to the quarantine, Tim was able to locate what was needed and get it installed the same day. EXCELLENT customer service and quality expertise! read more

I have used Gem many times in the past. They have always been prompt but expensive. Most recently I used them to clear an area drain clogged with roots. I think a sub contractor may have been used but can't say for sure. After the drain was cleared I asked for a price to scope the drain with a camera. What I heard was $50.00 which sounded more than reasonable. I gave the go-ahead. The work was successfully completed. The drain was cleared and the camera inspection revealed 40' of cracked line. I asked for a bill and and an estimate to repair the drain.. The plumber said a bill would be sent. I didn't get the full price which was a rookie mistake on my part. The bill arrives and the cost of the inspection, to my surprise, was 200.00! A 150.00 discrepancy. When I called to question the bill I was told the minimum charge for a camera inspection was 275.00 and that I had gotten a break on the cost. No explanation was given for the discount. It's possible that I didn't hear the price correctly so I'll write this off as my mistake but won't be using them again. read more

When we had tub trouble with our out-of-area rental property, Gem Plumbing was our first call. The home was recently re-built and effectively a brand new build. The trouble report came in that after a bath, water was leaking from under the tub and flooding the bath/bedroom. Gem Plumbing came out to address the problem and couldn't identify it. Ultimately stating that they'd return with a camera to see what the problem was. They returned as promised with a camera that was too large. Funny can't you buy those for $25 now? Anyways, their professional recommendation was to jack-hammer the entire bathroom floor and pull out the tub/shower. This would require the coordination of several trades outside of Gem for tile work, etc. Needless to say, this was worth a trip for us to see for ourselves. My husband arrived and............ 1) pulled the drain plug of the tub and discovered there was no piping attached. 2) created an access panel behind the tub and saw that the plumbing from the tub had never been fully connected (actually no plumbing at all between tub drain pipe and street piping). 3) purchased necessary parts to connect drain pipe to street pipe (which was capped) 4) closed access panel It's amazing to us that Gem didn't pull the drain plug which would have easily identified the problem. The entire episode took my husband longer to drive to the rental than actually diagnose and fix the problem. Gem Plumbing neglected to do what could only be consider common sense diagnosis which would have cost our family THOUSANDS of unnecessary dollars. Thankfully my husband is a zillion time smarter than Gem and was able to diagnose and fix the problem within a few hours time (included running for parts) and a few dollars. If your wondering why the builder, ourselves and tenants didn't notice this problem right away. When used as a shower or during testing the drainage worked fine as the water would run into the cavity below the tub and seep away. Whereas when draining an entire tub full of water flooded the cavity and caused the overflow under the tub and across the floor. This is strictly a review and choose your own vendor at your own risk but for me, any plumbing company that couldn't pull the drain plug and see that there was no pipes attached should get a second look. Shame on you Gem Plumbing for your poor diagnosis and ill-regard for the costs of the consumer. Jack-hammering the entire bathroom???? Shhhhhhsh read more

They were suppose to be here between 1 and 5 p.m. When I called at 4:45 p.m. to see if they were coming, a very rude woman told me I would have to wait until 5:00 before they would even do anything. After that rude response, I never bothered calling. And they never bothered showing up. You wonder how this company stays in business. read more

GEM has recently handled two problems ( a sump pump instrallation and a major drain clog, at two different houses) for us, and they were reasonably priced, efficient, friendly and on time. What more can you ask for? read more

GEM Plumbing gets ONE star because zero cannot be selected. I called this company to get an estimate to fix a water line. I specifically asked if the estimate was free; the lady said yes. I schedule the estimate. Two persons came out, spent 15 minutes looking around to see what was causing the problem. I was with them the entire time as they checked out the problem. They told me what they thought it would take to fix the problem. I said okay and would get back to them, after I talked with the other plumbers that I had scheduled. Two days later I got a bill from GEM Plumbing for 1.5 hours of service. Now, keep in mind, GEM Plumbing did not fix the problem, they only checked out the problem; and for only 15 minutes. I called GEM Plumbing about the bill. I started out talking with the lady that answered the phone, then she transferred me to a person that said he was the owner, David Peedroza. David then said their company did not agree to a free estimate and no one in his office would have agreed to a free estimate, because he would have been the one to do the estimate. After going back and forth with him, he offered to take one half hour off the bill and then he hung-up the phone on me. I called back to tell him how rude and unprofessional; and I will not use his company again. Based on my experience, DO NOT USE THIS COMPANY. read more

Aaron reset and rebuilt a toilet for me today. The toilet had several problems. He was prompt, quick, friendly and did a great job. I would definitely recommend GEM Plumbing based on this experience. I've used GEM Plumbing at least five times in the last 18 years and have had nothing but positive experiences. read more

When the owners have come out to do the work, it's been okay, but their regular workers are horrible and make things worse than before they started. I had a bad leak in one of my faucets, the worker who came out told me I needed a new sink, new faucet among other things. He said he could fix the leak temporarily, but he didn't. He was here for at least an hour. He called his office, but the owner couldn't find our file even though we have been customers for several years. The workers always try to upsell, but can't even get the basic job done. We called another local company, and their plumber came here and fixed the leak within 20 minutes. read more

Very impressed with the service. Aaron and his assistant worked fast and clean and were friendly guys. Kudos to them.