Provider profile
Roto-Rooter Plumbing & Water Cleanup
Provider snapshot
What this listing says
New Bedford and South Coast homeowners dealing with water damage in older triple-deckers or mill-era buildings who need same-day plumbing repair and water cleanup from one crew.
Best for
- New Bedford, Fairhaven, and South Coast homeowners with water damage or mold following a plumbing failure, basement flood, or nor'easter
- Owners of older triple-deckers and multi-family buildings who need the plumbing fix and the water cleanup handled by one company
- Commercial property managers needing 24/7 emergency water extraction with insurance documentation
- Buyers who want a large national brand with financing options and a satisfaction guarantee rather than a small local operator
- Anyone dealing with an active water emergency who needs someone on-site within hours, including nights and weekends
About this company
Roto-Rooter in New Bedford is a franchise location of the national plumbing and water cleanup chain, headquartered at 404 Nash Rd. Their primary identity is plumbing and drain service, but this location also runs a water damage restoration and mold remediation operation with IICRC-trained technicians. They handle everything from burst pipes to structural drying to mold removal under one roof -- meaning the same company that fixes the plumbing leak also extracts the water and dries the structure. Manager Andrew Berg runs the New Bedford office.
What stands out is the integrated plumbing-plus-restoration model. Most standalone mold remediation companies have to wait for a plumber to fix the moisture source before they can start work. Roto-Rooter sends its own plumbers, so the repair and the cleanup happen in parallel. Their mold remediation page references HEPA vacuums, air scrubbers, dehumidifiers, and antimicrobial treatments. They also handle insurance documentation -- photos, drying logs, and direct billing to carriers.
The company has operated nationally since 1935. This New Bedford location holds Massachusetts plumbing license MP 15534 and is a member of the PHCC of Massachusetts. The office serves the broader Boston South territory, covering seven counties from Suffolk to Nantucket. They offer senior and military discounts and financing through Synchrony Bank.
4.8 stars across 1,545 Google reviews is a strong rating for a high-volume franchise operation. Most negative reviews center on pricing rather than work quality, which suggests the crews are doing the job well but the corporate pricing structure catches people off guard.
Services
Service area
Headquartered in New Bedford, Massachusetts at 404 Nash Rd. Serves the broader Boston South territory across seven counties: Suffolk, Barnstable, Bristol, Norfolk, Plymouth, Dukes, and Nantucket. Specific cities mentioned include New Bedford, South Dartmouth, Stoughton, Brockton, Attleboro, Wellesley, Westwood, Quincy, Weymouth, Braintree, Fall River, Fairhaven, Plymouth, and Cape Cod communities. The claimed area is very large -- Nantucket and Wellesley are both 60+ miles from New Bedford -- so response times will vary significantly by location.
Review consensus
Vivian is the most frequently named technician, appearing in at least seven positive reviews for drain clearing, leak diagnosis, and sink repair. Reviewers describe him as punctual, clean, and good at explaining the problem. Ralph draws similar praise across multiple reviews for fast response and thorough work. Brendan, Tommy, Julio, Justin, Steude, and Romaine each receive individual praise. The strongest theme across positive reviews is speed -- multiple reviewers mention a technician arriving within 30 minutes to two hours of calling. Reviewers also consistently note that techs explain the issue clearly and clean up after themselves.
7 found across 1545 total reviews at 4.8★. Pricing and upselling dominate the complaints. Billy described a $750 drain snake followed by a camera inspection that led to a $6,400 trap replacement estimate, calling it a "3-man scam job." Christian paid a $100 trip fee for a technician named Kyle who quoted $710 for a toilet rebuild that another plumber fixed for $150. Vanessa was told the company had leak detection equipment but the technician arrived without it. Athagris Fandal reported that a technician named Ramon only unclogged a toilet rather than fixing the underlying drain issue, and charged $300 with a "discount" for what felt like an incomplete repair. Robert Antonucci gave 3 stars specifically for aggressive upselling after an otherwise quick response. Owner responses to all negatives follow the same template -- Pat Swanson, Customer Satisfaction Manager, asks reviewers to email with their address and a copy of the review. None of the responses address the specific pricing or upselling concerns raised.
The pricing complaints reveal a structural issue common to large franchise operations: the multi-step service model (plumber, then assessor, then camera inspector) creates natural upsell opportunities at each stage. Several 4-star reviews confirm this pattern too -- reviewers give high marks for the work but note surprise at the final bill. The 100% owner response rate looks good on the surface, but every response follows the same template directing people to email Pat Swanson rather than engaging with the specific complaint. This is reputation management, not problem-solving.
Vivian (technician -- strongly positive, named in 7+ reviews for drain and plumbing work). Ralph (technician -- positive across multiple reviews for fast, clean work). Brendan (technician -- positive, praised for attention to detail). Tommy (technician -- positive, described as knowledgeable and polite). Julio (technician -- positive, praised for fast emergency response at a business). Justin (technician -- positive, praised for fixing issue within the hour). Steude (technician -- positive, praised for being upfront about work and price). Romaine (technician -- positive, praised for going above and beyond). Kyle (technician -- negative, quoted $710 for a repair another plumber did for $150). Ramon (technician -- negative, charged $300 for incomplete repair).
Ask for Vivian or Ralph if you can. Get a written estimate before any work starts, and do not agree to add-on services from a second or third technician without understanding the full cost. If you are quoted more than $500 for a single drain clearing, get a second opinion from a local plumber before proceeding.
Keep in mind
- Pricing is the most common complaint. Multiple reviewers report $650-$750 to clear a single drain, and one reviewer was quoted $710 for a toilet repair that another plumber fixed for $150. Get a written estimate before work begins and consider a second opinion on large jobs.
- Roto-Rooter uses a multi-visit model where a plumber, a water damage assessor, and a camera inspector may each come separately. At least one reviewer described feeling pressured by the second technician to approve additional work. Ask upfront what the full scope and cost will be before agreeing to add-on services.
- The service area claim spans seven counties from New Bedford to Nantucket. Response times will vary depending on your distance from the Nash Rd office. Confirm expected arrival time when you schedule.
- Mold remediation is listed as a service, but the New Bedford Google listing is categorized as a water damage restoration company. If your job is mold-only with no water damage component, confirm that this location has mold remediation crews currently staffed.
- Owner responses to negative reviews follow a template pattern -- the same customer satisfaction manager directs reviewers to email rather than addressing specifics publicly. This suggests a centralized reputation management process rather than local resolution.