Provider profile
Roto-Rooter Plumbing & Water Cleanup
Provider snapshot
What this listing says
Kapolei and West Oahu homeowners dealing with water damage that has turned into a mold problem, where having the plumbing fix and remediation handled by one crew matters.
Best for
- West Oahu homeowners on slab foundations where a plumbing leak has led to mold behind walls or under flooring
- Property owners who need the plumbing repair and mold remediation handled by one company to avoid scheduling two separate contractors
- Commercial properties needing 24/7 emergency water extraction and mold work on the same call
- Homeowners in high-humidity areas like Ewa Gentry or Makakilo who want a large franchise with insurance claims support
About this company
Roto-Rooter in Kapolei is a national franchise operation based at 2106 Lauwiliwili St, managed by David Aguilar. Their primary identity is plumbing and water damage restoration, with mold remediation offered as an extension of their water cleanup work. They handle everything from the broken pipe that caused the flood to the mold that grew behind the wall afterward, which means you make one call instead of coordinating separate contractors.
What stands out is the plumbing-to-remediation pipeline. Because Roto-Rooter runs both plumbing repair and water damage restoration crews, they can fix the moisture source and begin extraction on the same visit. Their technicians hold IICRC certification, and their mold work includes containment, antimicrobial treatment, and post-remediation verification. Their website describes moisture mapping and dehumidification as part of the standard process. None of this is unusual for a national restoration brand, but having it available 24/7 on an island where humidity and salt air accelerate mold growth has practical value.
Roto-Rooter has operated nationally since 1935. The Kapolei office serves Honolulu County and claims coverage across communities from Ewa Gentry and Makakilo to Wahiawa, Waianae, and Kahuku. They also list several Kauai towns.
A 4.9-star rating across 1,610 Google reviews is exceptional volume for a single location. The high rating reflects consistently praised individual technicians rather than generic satisfaction with the brand.
Services
Service area
Headquartered in Kapolei on Oahu's west side. The Kapolei office serves Honolulu County communities including Ewa Gentry, Makakilo, Waipahu, Wahiawa, Waianae, Waialua, Kahuku, and Pupukea. The website also lists several Kauai towns -- Kalaheo, Kapaa, Kilauea, Koloa, Lihue, and Princeville -- which is an unusually broad claim for a single location and worth confirming before booking.
Review consensus
Individual technicians earn strong loyalty. Joseph (also listed as Joe, tech #3465) appears in at least eight positive reviews for fast sink and water heater repairs with clear communication. Robert Gracie draws repeated praise for taking time to explain options and offering fair pricing. Dayne gets called out for showing up ready and clearing tough clogs with good attitude. Connor, Nalu, Zach, Kainalu, Simon, and Kawika each appear in positive reviews for courteous, efficient work. Reviewers consistently mention that the techs explain what they are doing, give upfront estimates, and clean up after themselves.
5 found across 1610 total reviews at 4.9★. Scheduling failures dominate. Flordeliza Supnet waited three full days -- Friday, Saturday, Sunday -- with each appointment canceled at end of day. Keith Ah Sam waited all day with no arrival despite two dispatch confirmations. Rolando Espinosa waited two hours with no communication. Beyond scheduling, Cheryl Herndon describes a tech who skipped basic diagnostics on a cleanout, leading to sewage overflow the next day. A second tech and a manager confirmed the first plumber did not do the work correctly, but the company refused a refund or damage reimbursement. The owner response to Cheryl's 1-star review reads "We appreciate the positive review" -- a copy-paste error. Pu'u Ma'eli'eli paid $600 for slab leak detection, but the plumber never marked the spots, and the leak was never found. Darlene Fajotina, a 3-star reviewer, waited from 2:30 PM until 10 PM before being told to reschedule.
The gap between field technicians and the dispatch/scheduling system is structural. Every negative review targets the scheduling process or no-shows, while nearly every positive review praises a specific technician by name. This is a franchise pattern: the local techs are strong, but the centralized scheduling layer creates friction. Owner responses reinforce this -- Pat Swanson's templated replies never address specific complaints, suggesting the corporate response process runs separate from the local team that actually does the work.
Joseph/Joe (#3465) (plumber -- positive, named in 8+ reviews). Robert Gracie/Rob (plumber -- positive, named in 6+ reviews). Dayne/Danyne (plumber -- positive, named in 4+ reviews). Connor (plumber -- positive). Nalu (technician -- positive). Zach (plumber -- positive). Kainalu (plumber -- positive). Simon (plumber -- positive). Kawika (technician -- positive). Wyatt (plumber -- positive). Joe Gasmen (plumber -- positive). Johnny A. (plumber -- positive). David Aguilar (location manager -- from website). Pat Swanson (customer satisfaction manager -- from owner responses).
Ask for Joseph or Robert Gracie by name when you book. Confirm the appointment the morning of your service day and get a direct number for the local office rather than the national dispatch line. If you need mold remediation, get a separate inspection from an independent assessor before agreeing to their scope of work.
Keep in mind
- Roto-Rooter does both mold testing and mold remediation. A company that profits from the remediation work has a financial incentive to find mold. Consider getting an independent mold inspection before agreeing to remediation.
- Scheduling reliability is the most common complaint. Multiple recent reviewers report waiting all day for a technician who never arrived, or having appointments canceled at the last minute three days in a row. The dispatch system runs through a centralized call center, not the local office.
- Owner responses to negative reviews follow a rigid template: every reply directs the customer to email Pat Swanson. One response to a 1-star complaint said "We appreciate the positive review" -- suggesting the responses are automated or careless. Do not rely on their review responses as evidence of genuine follow-through.
- The service area claims stretch from Kapolei across Oahu and into multiple Kauai towns. Confirm actual response time for your location before booking.