Provider profile
Roto-Rooter Plumbing & Water Cleanup
Provider snapshot
What this listing says
West Valley homeowners in Surprise dealing with monsoon water damage or slab leaks who want plumbing repair and mold cleanup handled by the same crew in one call.
Best for
- Surprise and West Valley homeowners who need emergency plumbing and water damage handled by one company, especially during monsoon season.
- Commercial property managers in the Phoenix metro who need recurring hydro jetting and drain maintenance from a crew that shows up consistently.
- Homeowners dealing with slab leaks on caliche soil who want camera inspection, leak detection, and any resulting water damage restoration under one contract.
- Buyers who want insurance claim documentation handled by the same company doing the restoration work, reducing coordination overhead.
About this company
Roto-Rooter in Surprise is a franchise location of the national plumbing and water cleanup chain, headquartered at 12133 W Bell Rd. Their core pitch is that they handle both the plumbing problem that caused the water damage and the restoration work that follows, so you make one call instead of coordinating two companies. They run IICRC-certified water restoration technicians alongside their plumbing crews.
The Surprise-specific operation leans heavily on desert plumbing problems: slab leak detection through caliche soil, hard water scale buildup in drain lines, root intrusion from mesquite and palo verde trees, and monsoon flood damage against slab foundations. Their website describes using video camera inspection, electronic leak detection, high-pressure water jetting, and cable machines for drain work. For water damage, they deploy industrial-grade extraction equipment, commercial dehumidifiers, antimicrobial treatments, and air scrubbers. Their mold remediation page references HEPA vacuums and AMRT-certified crews.
This is a franchise that has operated under the Roto-Rooter name since 1935. The Surprise location is managed by Michael Alvarado and covers Maricopa and Pinal counties. They hold Arizona plumbing licenses ROC326496 and ROC326497 and carry a BBB A+ rating.
A 5.0-star average across 487 Google reviews is rare for any service company, especially a franchise operation. The volume and consistency suggest the Surprise location runs a tight operation, though only 2 negative reviews in the last 18 months means there is limited data to identify weak spots.
Services
Service area
Headquartered at 12133 W Bell Rd, Surprise, AZ 85378. Serves Surprise, Peoria, Buckeye, Sun City West, Wickenburg, Morristown, Tonopah, Wittmann, and Arlington in the West Valley. Also covers the broader Phoenix metro area across Maricopa and Pinal counties, including Scottsdale, Mesa, Chandler, Gilbert, and Tempe through the Phoenix office network.
Review consensus
Joe dominates the positive reviews, praised by both residential and commercial clients for clearing stubborn drain blockages, hydro jetting commercial lines, and explaining problems clearly. One repeat commercial customer says they have used Joe for five years across multiple buildings. Mason draws a similar volume of praise for sewer work and drain clearing, often paired with Jordan or Samuel. Reviewers frequently note same-day or within-the-hour response times. Jazmin (also called Jaz or Jay) gets called out for quick drain work and water heater fixes. Multiple reviewers mention upfront pricing explanations before work begins.
1 found across 487 total reviews at 5★. One reviewer reported a rude technician who told them never to call Roto-Rooter again, combined with high pricing. The owner response engaged directly: management was notified and promised follow-up contact. A second reviewer (3 stars) compared a $410 drain service quote to a competitor's $175 price. The owner acknowledged the pricing gap and offered further discussion. Both complaints are isolated incidents, not a pattern.
The owner responds to 100% of negative reviews within a day, and the responses are personalized with a named Customer Satisfaction Manager (Pat Swanson) rather than template deflections. Both negative responses included specific follow-up actions rather than generic apologies. This suggests active reputation management with real accountability behind it.
Joe Rivera (technician — overwhelmingly positive, praised for drain clearing, hydro jetting, sewer work, and customer communication across residential and commercial jobs). Mason (technician — overwhelmingly positive, praised for sewer blockage clearing, drain work, and thorough explanations). Jazmin/Jaz/Jay (technician — positive, praised for drain work and water heater repairs). Jordan (technician — positive, works with Mason on sewer jobs). Samuel/Sam (technician — positive, works with Mason on drain and sewer clearing). Andrew (technician — positive, praised for sewer blockage work). Mark (technician — positive, praised for sink repair and professionalism). Ritchie (technician — positive, praised for knowledge and friendliness). Ashley (water restoration team — positive, mentioned for restoration coordination). Ivy (technician — positive, praised for service explanations). Roman (technician — positive, praised for professionalism). Lorenco (technician — positive, praised for punctuality). Cody (technician — positive, praised for exceptional service). Pat Swanson (Customer Satisfaction Manager — handles owner responses to negative reviews).
Ask for Joe or Mason by name if your job involves drain clearing or sewer work. Get a written quote before authorizing non-emergency repairs, because Roto-Rooter's pricing runs above local competitors. For mold work, get an independent assessment first so you have a baseline that was not produced by the company selling the remediation.
Keep in mind
- Roto-Rooter does both mold testing and mold remediation. A company that finds the mold and gets paid to remove it has a financial incentive to find more. Consider getting an independent mold assessment before committing to their remediation scope.
- Pricing runs higher than local independents. One recent reviewer paid $410 for a drain service that a competitor quoted at $175. Get a second quote on non-emergency work.
- This is a national franchise. The Surprise location has strong reviews, but service quality at franchise operations can shift when individual technicians rotate out. Ask who will be assigned to your job.
- Their service area spans the entire Phoenix metro across Maricopa and Pinal counties. For jobs far from the Surprise office, confirm response time before booking.