Provider profile
Roto-Rooter Plumbing & Water Cleanup
Provider snapshot
What this listing says
Springfield homeowners dealing with burst pipes or basement flooding who want one company to handle plumbing repair, water extraction, and mold remediation under a single call.
Best for
- Springfield-area homeowners facing water damage from burst pipes, sewer backups, or basement flooding who need plumbing repair and water restoration handled by a single company.
- Property owners who want mold remediation bundled with the water damage work that caused it, avoiding coordination between separate plumbing and restoration contractors.
- Commercial property managers in the Connecticut River Valley who need 24/7 emergency water extraction with direct insurance billing.
- Homeowners in older Springfield neighborhoods like McKnight or Sixteen Acres dealing with aging pipes that have caused water damage and secondary mold growth.
About this company
Roto-Rooter in Springfield, Massachusetts is a franchise location of the national plumbing and water cleanup chain that has operated since 1935. The Springfield office sits at 211 Carando Drive and is managed by Anthony Swackey. Mold remediation is one piece of a much broader service set that starts with plumbing and extends through water damage restoration.
What sets this location apart from standalone mold remediation companies is the single-provider model. When a burst pipe floods a basement and mold follows, Roto-Rooter sends its own plumbers to fix the source and its own IICRC-trained restoration crew to handle extraction, structural drying, and mold work. The website references HEPA vacuums, air scrubbers, dehumidifiers, and antimicrobial treatments for mold jobs. Technicians hold IICRC and AMRT credentials. The company also handles insurance documentation and bills insurers directly.
The Springfield location covers a wide territory across seven Massachusetts counties — Worcester, Hampden, Middlesex, Essex, Hampshire, Franklin, and Suffolk — which stretches from the Connecticut River Valley to the Boston metro area. That geographic span is notable for a single office. The company lists cities as far east as Everett and as far west as Amherst in its service area.
4.7 stars across 2,492 Google reviews is a strong rating at high volume. Most positive reviews describe fast response times and knowledgeable technicians. The negative reviews that do exist cluster around pricing practices rather than work quality.
Services
Service area
Headquartered at 211 Carando Drive in Springfield, Massachusetts. The company claims coverage across seven counties: Hampden, Hampshire, Franklin, Worcester, Middlesex, Essex, and Suffolk. Named service cities include Springfield, Agawam, Chicopee, East Longmeadow, Amherst, Palmer, Worcester, and extend east toward the Boston metro. That geographic range is unusually broad for a single office — multiple reviewers report being told their nearby locations are not serviced. Confirm dispatch availability before scheduling.
Review consensus
Bryan is the most frequently named technician, praised across at least six reviews for clear explanations, weekend availability without surcharges, and thorough drain work. Kiernan earned praise for communicating potential problems after clearing a blockage. Kit drew strong marks for honesty, punctuality, and knowledge. Jeremiah was called out for fast, friendly kitchen sink work. Rafal and Frank were praised together for handling multiple issues at one home. James and Emir led a sewer line replacement that reviewers described as hard-working. Multiple reviewers highlight same-day or within-the-hour response for emergency calls, including late-night service with no extra weekend charges.
11 found across 2492 total reviews at 4.7★. Pricing is the dominant complaint. Bella Santos received verbal repair quotes of $7,500-$14,000 that jumped to over $20,000 in the written estimate, plus a $700 charge to release camera footage. Brandon Jackson was quoted $27,000 for a sewer job that three other companies estimated at $10,000 or less. Jamie Agustynowicz watched a $650 drain-snaking quote drop to $200 through negotiation on the same visit. Amanda Bailey paid a $150 visit fee for five minutes of work that did not fix the problem. Service area gaps also appear: Ryan Seery was refused service 11 miles away, and mecca5005 was told East Longmeadow was not covered. Stephen Bognar called for a flooded basement, waited hours through multiple callbacks, and was ultimately told no plumber was available — he ended up paying after-hours fees to a competitor. Haley Gallagher's assigned technician, Nick, told her directly he was not a plumber and disappeared for two hours during the job. Dominic Myren's drain snaking caused a cracked pipe requiring additional expensive repairs.
Owner responses follow a near-identical template across all 11 negative reviews: acknowledge the concern, then direct the reviewer to email Pat Swanson, the Customer Satisfaction Manager. None of the responses engage with the specific complaint or offer concrete resolution in the public reply. This suggests centralized reputation management rather than local problem-solving. The 91% response rate looks active on paper, but the lack of personalization limits its value as a signal of how the company actually handles disputes.
Bryan (technician — praised repeatedly for clear explanations, thoroughness, weekend availability). Kiernan (technician — praised for communication about blockage issues). Kit (technician — praised for honesty, punctuality, knowledge). Jeremiah (technician — praised for fast, friendly drain work). Rafal (technician — praised for multi-issue repair). Frank (technician — praised alongside Rafal). James (technician — praised for sewer line replacement). Emir (technician — praised alongside James). Ramon (technician — praised for speed and personality in older reviews). Gilbert Damas (technician — praised for drain work in older reviews). Steve #4171 (technician — praised for tub drain repair in older reviews). Burim (technician — praised for follow-up drain cleaning in older reviews). Joe C. (technician — praised for water pressure diagnostics in older reviews). Toland (technician — praised alongside Joe C. in older reviews). Nick (technician — negative, told customer he was not a plumber, disappeared mid-job). Jude (technician — praised for initial sewage work but associated with the follow-up pricing and no-show complaints in Bella Santos's review). Pat Swanson (Customer Satisfaction Manager — named in all owner responses).
Bryan is the technician to request if you can. Get a written, itemized quote before any work starts — reviewers who challenged initial estimates consistently got significantly lower prices, which signals the first number is negotiable. If you need emergency service, confirm on the phone that a plumber (not just an inspector) will be dispatched, and get a timeframe in writing.
Keep in mind
- Multiple reviewers report initial price quotes that dropped dramatically when challenged — one reviewer saw a $650 estimate fall to $200 on the same visit, and another received a verbal quote of $7,500-$14,000 that arrived via email at over $20,000. Get a written quote before work begins and compare it to at least one other estimate.
- The service area claim spans seven counties from Springfield to Suffolk County (Boston). Several one-star reviews describe being told the company does not serve their location despite living nearby. Confirm they actually dispatch to your address before scheduling.
- This is a national franchise. The Springfield office handles local service, but customer service calls may route through a corporate system. Multiple reviewers report difficulty reaching local staff directly or getting dropped from the system during follow-ups.
- Mold remediation is a secondary service line here — the company's primary identity is plumbing and water damage restoration. If you need mold work without a preceding water event, confirm the Springfield location staffs mold-specific technicians for your timeline.