Provider profile
Roto-Rooter Plumbing & Water Cleanup
Provider snapshot
What this listing says
Baltimore homeowners dealing with water damage who need same-day plumbing repair and mold cleanup from a single company with 24/7 availability across the metro area.
Best for
- Baltimore metro homeowners who need water damage restoration and mold cleanup handled by the same company that fixes the plumbing problem.
- Emergency situations at night or on weekends where you need someone to answer the phone and show up within hours.
- Property managers and commercial facilities across Anne Arundel, Howard, Montgomery, and Baltimore counties who want one vendor for plumbing, water extraction, and mold work.
- Homeowners navigating insurance claims after a water event who want a company that provides documentation and coordinates with adjusters.
About this company
Roto-Rooter in Baltimore is a national franchise that handles both the plumbing problem and the water damage it causes. They operate out of 516 N Charles St and cover Baltimore City plus 11 surrounding counties in Maryland and DC. Their distinguishing trait in the mold space: they employ their own plumbers and their own IICRC-trained water damage crews, so they can fix the leak, extract the water, and remediate the mold without subcontracting any of it.
The Baltimore location staffs Applied Microbial Remediation Technicians (AMRT) for mold work and uses industrial dehumidifiers, HEPA air scrubbers, and antimicrobial treatments. They also handle insurance documentation with photos, moisture readings, and drying logs. The mold remediation arm is an extension of their water damage division rather than a standalone service, which means mold jobs typically originate from a water event they already responded to.
Roto-Rooter has operated since 1935. The Baltimore branch is managed by Josh Phillips and covers residential and commercial properties. They hold plumbing licenses in Maryland, DC, and multiple county jurisdictions. They offer financing through Synchrony Bank and advertise no extra charges for nights, weekends, or holidays.
4.8 stars across 4,087 Google reviews is a strong number for a franchise operation of this size. Most companies with this volume of reviews settle around 4.5 or lower. The high rating reflects consistent field technician performance, though the complaints that do surface tend to focus on office-level and management issues rather than the work itself.
Services
Service area
Roto-Rooter Baltimore operates from 516 N Charles St in downtown Baltimore. They cover Baltimore City and 11 counties: Anne Arundel, Howard, Prince George's, Montgomery, Baltimore County, Harford, Calvert, St. Mary's, Charles, Carroll, and the District of Columbia. The listed service area page names over 200 cities and neighborhoods, spanning from Aberdeen in the northeast to Waldorf in the south and Damascus in the west.
Review consensus
Jeff appears in at least five positive reviews for fast, friendly plumbing work across drain cleaning, toilet repair, and leak fixes. Delroy Clarke earned praise for going beyond the initial request and addressing multiple issues in one visit. Min gets mentioned twice for water heater installation and careful inspection work. Israel (also written as Isreal) drew praise for drain unclogging and courtesy. Zauza Dochung, Niem, Vincent, Jacob, Nicholas Rivera, and Netch each earned individual five-star mentions for being knowledgeable and patient. Reviewers consistently note fast response times, same-day service, and willingness to show up during off-hours and holidays.
10 found across 4087 total reviews at 4.8★. Pricing is the dominant complaint. Rachel Bonaparte says her insurance company (Travelers) confirmed Roto-Rooter overbilled for labor and equipment beyond accepted standards. Skape Arts was quoted roughly $1,000 to unclog a kitchen sink; another company did it for $375. Jose Santiago paid $860 for a snake job that did not fix the problem and a one-minute camera inspection that revealed nothing. Richard L says Solomon the technician tried to charge $480 instead of a previously agreed $250, and Jarrett quoted $2,000-$7,000 for moisture repair that another company handled at a lower price. Charlotte K describes a second technician pushing services up to $35,000 immediately after a camera inspection. Mike Payne was charged $154 for a diagnostic despite the website advertising free estimates. Billy Mills describes a water heater replacement where the technician left without the heater working, crews refused shoe coverings, and wet boxes were left behind that multiple mold inspectors later flagged. Toni Zuzolo says a plumber caused water damage to a second room while installing a PSI regulator without shutting off the water. Jennifer Heinen reports a sewer line excavation that took over three months due to failed inspections and needed to be redone, with broken electrical lines and landscaping left behind. Zingray Germershausen says Michael, an excavation field supervisor, was aggressive on the phone when warranty terms were disputed.
The disconnect between field technicians and management runs through nearly every negative review. Reviewers praise the individual plumbers and water cleanup crews but describe a pattern where office staff, supervisors, and management are unavailable, dismissive, or slow to respond. The owner response pattern reinforces this: Pat Swanson, the Customer Satisfaction Manager, uses a near-identical template on every review directing the customer to email him. The responses do not engage with specific complaints. Two of the 12 recent negatives got a response claiming the customer could not be found in their system, raising questions about record-keeping. This franchise-style split between good field work and poor back-office follow-through explains how the company maintains 4.8 stars overall while generating intense frustration in the customers who do have problems.
Jeff (plumber -- positive, mentioned in 5+ reviews for fast friendly service). Delroy Clarke (plumber -- positive, praised for addressing multiple issues). Min (technician -- positive, praised for water heater installation and careful work). Israel/Isreal (plumber -- positive, praised for drain unclogging and professionalism). Zauza Dochung (technician -- positive, praised for leak repair and patient explanations). Niem (plumber -- positive, praised for honesty and efficiency). Vincent (plumber -- positive, praised for patience and thoroughness). Jacob (plumber -- positive, praised for efficiency on a holiday call). Nicholas Rivera (plumber -- positive, praised for being informative). Netch (technician -- positive, praised for drain and toilet repair). David (technician -- positive, praised for knowledge and kindness). Twon (technician -- positive, praised for good work). Solomon (technician -- negative, attempted to charge more than agreed price). Jarrett (moisture specialist -- negative, accused of quoting $2,000-$7,000 for unnecessary work). Michael (excavation field supervisor -- negative, described as bullying on the phone). Pat Swanson (Customer Satisfaction Manager -- neutral, responds to negative reviews via template).
The field technicians at this location do good work, and Jeff in particular has a strong track record across many reviews. But get a written quote before any work starts and compare it to at least one other company. If something goes wrong, expect slow follow-up from management and a templated email response rather than a direct conversation.
Keep in mind
- Roto-Rooter does both mold testing and mold remediation. This creates a conflict of interest: the same company that tells you there is a problem also profits from fixing it. Consider getting an independent mold assessment before committing to their remediation services.
- Pricing complaints are the most consistent theme in negative reviews. Multiple reviewers report quotes significantly higher than competitors for the same work, and at least two describe technicians pushing services up to $7,000-$35,000 that other companies handled for far less. Get a second quote.
- Several reviewers describe management as unresponsive after problems arise. Follow-up calls go unreturned, supervisors are hard to reach, and the main escalation path routes to a Customer Satisfaction Manager via email rather than direct phone contact.
- Their website advertises free estimates, but at least one reviewer was charged a $154 diagnostic fee before any repair was discussed. Confirm upfront whether your visit will actually be free.
- Owner responses to negative reviews follow a near-identical template directing customers to email Pat Swanson. The responses acknowledge frustration but rarely engage with the specific complaint.