Provider profile
Roto-Rooter Plumbing & Water Cleanup
Provider snapshot
What this listing says
O'ahu homeowners dealing with water damage or sewage backups who need same-day plumbing and mold cleanup from a single provider with 24/7 dispatch.
Best for
- O'ahu homeowners who need water damage cleanup and mold remediation handled by the same company that fixes the plumbing source
- Commercial properties — hotels, warehouses, offices — needing 24/7 emergency water extraction with insurance documentation support
- Buyers who want same-day or next-day dispatch and are willing to pay national franchise pricing for that speed
- Situations involving sewage backups or storm flooding where black water contamination requires IICRC-standard sanitation and drying
About this company
Roto-Rooter Plumbing & Water Cleanup operates out of Ualena Street in Honolulu, serving O'ahu as a franchise of the national brand founded in 1935. Their primary identity is a plumbing and water damage restoration company that also handles mold remediation — not a mold-first operation. Manager David Aguilar runs the local branch. They hold Hawaii plumbing licenses MP: C-18126 and MP: CT-36439 and carry a BBB A+ rating.
What stands out is the combined plumbing-plus-restoration model. When a pipe bursts and causes water damage, Roto-Rooter handles the plumbing repair, water extraction, structural drying, and mold remediation without bringing in a third-party contractor. Their restoration crews carry IICRC training and use air movers, dehumidifiers, and moisture sensors for drying. They also work directly with insurance companies on documentation and claims. The website lists mold remediation as a service line under water damage restoration — it follows water events rather than operating as a standalone mold inspection or testing business.
The Honolulu branch runs 24/7, 365 days a year, with no extra charge for nights, weekends, or holidays. They serve 12 communities across O'ahu including Kailua, Kaneohe, Pearl City, Mililani, and East Honolulu. Financing through Synchrony Bank is available for larger jobs.
4.8 stars across 2,166 Google reviews is a strong rating at that volume. Most complaints center on pricing rather than workmanship — a pattern consistent with national franchise flat-rate pricing in a market where local plumbers charge significantly less for routine jobs.
Services
Service area
Roto-Rooter's Honolulu branch operates from 3049 Ualena St in Honolulu, HI and serves O'ahu. The website names 12 communities: East Honolulu, Hauula, Hickam Housing, Kaaawa, Kailua, Kaneohe, Laie, Mililani, Pearl City, Urban Honolulu, Waimalu, and Waimanalo Beach. This covers most of O'ahu from the North Shore to the leeward side.
Review consensus
Johnny appears in the most positive reviews — praised for water heater installations, drain clearing, and sink repairs across multiple months. Joseph draws repeat praise for nighttime service calls, clear explanations, and kitchen and toilet work. Mario gets credit for fast response and tackling difficult root blockages in cast iron lines. Wyatt is named as a strong field technician even by reviewers who gave low overall ratings. Other named techs include Chris, Zack, Joel, Joe, Curtis Silao, William Smith, Robert Gracie, David, Charlie, Sam, Noa Vierra, DJ, Duncan, Lewis, Jordan, Eddie, Jake, Paul, and Ben. Reviewers consistently praise fast dispatch (often same-day or within hours), courteous technicians, and thorough cleanup after jobs. Several note that techs carry 100-300 foot snakes on their trucks, which handles deep blockages in one visit.
4 found across 2166 total reviews at 4.8★. Pricing is the dominant theme. MD A. called for a non-urgent drain unclog, endured 48 hours of delayed arrival calls, then received a $600 bill for 5 minutes of snaking — labeled as "emergency service" despite being routine. Douglas Dang was quoted $125 by dispatch but tech Ben quoted $530 on arrival for a 10-minute kitchen drain job. Ben acknowledged that "many locals get upset" about the pricing gap. Amanda Ota (Local Guide, 24 reviews) reported being gaslit by office staff who claimed she was not in their system, and described dismissive customer service. Kristine L waited 5 hours with repeated texts promising help was coming, then left a 1-star review the same day. Across all four 1-star reviews, none describe poor workmanship — the complaints target pricing, scheduling delays, and office-level customer service rather than the quality of the actual repair.
The split between field technicians and the office/dispatch operation is the structural story here. Reviewers who interact only with the tech tend to rate 5 stars. Reviewers who deal with scheduling delays, call center runarounds, or surprise pricing from the flat-rate system rate 1-3 stars. This is a franchise pattern — the local techs (Johnny, Joseph, Wyatt, Mario) deliver strong work, but the national pricing model and centralized dispatch system create friction. Owner responses reinforce this: every negative review gets the same Pat Swanson template directing the reviewer to email corporate. The response rate is 94%, but the responses never address the specific complaint or offer a concrete resolution in the public reply.
Johnny (plumber — positive across multiple reviews for drain clearing, water heater work, sink repairs). Joseph (technician — positive for nighttime calls, kitchen and toilet service, clear explanations). Mario (technician — positive for fast response and root blockage work). Wyatt (technician — positive even from low-rating reviewers). Chris (plumber — positive for on-time arrival and diagnosis). Zack (repairman — positive for competence and courtesy). Joel (technician — positive for same-day service and discounts). Joe (technician — positive for diagnosis). Curtis Silao (technician — positive for speed and explanations). William Smith (plumber — positive). Robert Gracie (plumber — positive). David (manager — positive for arranging service). Charlie (technician — positive for fast work). Sam (technician — positive for drain clearing and prevention advice). Noa Vierra (technician — positive). DJ (plumber — positive for humility and explanations). Duncan (plumber — positive for faucet repair). Lewis (technician — positive for camera work and customer service). Jordan (plumber — positive). Eddie (plumber — positive for persistence on difficult jobs). Jake (technician — positive). Paul (technician — positive for knowledge and patience). Ben (technician — named in negative review by Douglas Dang for pricing gap between dispatch quote and on-site quote). Ravin (technician — positive for video line inspection). Dane (technician — positive for root blockage work). Mr. Cordes (plumber — positive for efficiency). Matt (plumber — positive for shower drainage fix). Pat Swanson (Customer Satisfaction Manager — named in all owner responses). David Aguilar (branch manager — listed on website).
Request Johnny or Joseph by name if you can — they have the strongest track records in reviews. Get the flat-rate price in writing before any work starts, and confirm it matches what dispatch quoted you. If Roto-Rooter recommends mold remediation or water mitigation after a plumbing repair, get a second opinion from an independent inspector before authorizing that work.
Keep in mind
- Roto-Rooter does both mold testing and mold remediation, which creates a conflict of interest — the company assessing whether you have a mold problem is the same one that profits from fixing it. Consider getting an independent mold inspection before authorizing remediation work.
- Pricing runs high compared to local Honolulu plumbers. Multiple reviewers report $500-600 charges for drain snaking jobs that took 10-15 minutes. One reviewer (Jack M, a Local Guide with 117 reviews) described an unrequested camera inspection that added over $700 to an elderly relative's bill. Ask for the flat-rate price before any work begins.
- One reviewer (Jack M) reported that after a plumbing visit, the crew pushed an expensive water mitigation service, warning of moisture and mold in walls and carpets. The reviewer declined, dried everything themselves, and had no issues. Be cautious about add-on restoration services pitched immediately after a plumbing repair.
- Wait times do not always match initial estimates. Several reviewers describe promised 2-4 hour arrival windows stretching to 7+ hours, with repeated automated texts about delays. If your job is not a true emergency, set expectations accordingly.
- Owner responses to negative reviews follow a near-identical template directing reviewers to email Pat Swanson, the Customer Satisfaction Manager. The 94% response rate is high, but the responses rarely engage with the specific complaint — they read more like reputation management than problem-solving.