Through our partnership with HomeX, GEM Plumbing & Heating customers can now speak to a licensed and certified technician over the phone or through video chat. Our HomeX Remote Assist technicians can assess your problem and sometimes help fix the issue, without the need for a home visit.
If the Remote Assist expert determines that you need a service visit, we’ll send a technician. They’ll already be briefed on exactly what’s wrong and have the right tools and parts to get started right away.
From complicated tasks like system error codes and no heat or air conditioning, to easier fixes such as programming your thermostat and changing a filter, our Remote Assist expert technicians are working alongside the Customer Care Team to provide solutions – saving you time and money.
Our Customer Care team member will ask you about the problem you are experiencing, and in some cases, resolve the issue. If not, they will escalate your call to a HomeX Remote Assist expert technician who may suggest a video call for further diagnosis.
If needed, a HomeX Remote Assist technician can diagnose more complicated issues over a video call. You will receive a link sent via text message or email. No special app required. Use this face-to-face conversation to point out your problem and work through the situation with an expert by your side. Your HomeX Remote Assist tech can point to and circle specific items for a smooth experience.
How Much Does Remote Assist Cost?
Members: If you are a GEM Home Advocate member, we have committed to providing HomeX Remote Assist free as a part of your membership.
Non-Members: If you are not a member, you are able to access HomeX Remote Assist for $25 a session. If the Remote Assist technician determines that you need a service visit, we’ll send out a tech and credit your invoice with the full $25. It’s that easy.
You can also consider becoming a member — plans start at $10 a month and include unlimited access to HomeX Remote Assist, in addition to benefits like discounted rates and priority service.
HomeX teams up with local home services experts to make your home repair, maintenance, and installation experience worry-free. Your home issue is our issue — beginning to end.
It all starts with us remotely diagnosing the issue. In some cases, we might even be able to talk you through making the repair yourself. Yes, really. If the issue still calls for a home visit, we’ll assign one of our licensed experts to fix it in person. That means no choosing a random person from a huge list. It also means no crossing your fingers they’ll show up, let alone do a good job. Next, we’ll schedule an actually-totally-convenient appointment time.
We’ll also give you a fully transparent price quote. No crossing your fingers in that area either. And the repair? Your awesome local pro will show up on time, and because we remotely diagnosed things earlier, they’ll come prepared to get the job done. This will help your appointment finish faster (nice) and cost less (super nice). That’s it. All you have to do is relax and enjoy.