Provider profile
Roto-Rooter Plumbing & Water Cleanup
Provider snapshot
What this listing says
St. Charles and greater St. Louis homeowners dealing with water damage that needs both plumbing repair and mold remediation handled by one company with 24/7 response.
Best for
- St. Charles and St. Louis metro homeowners who need mold remediation tied to a plumbing failure or water intrusion event.
- Situations where the moisture source is unclear and you want one company to diagnose the plumbing problem and handle the remediation without separate contractors.
- After-hours emergencies where water damage and potential mold growth require same-day response, including nights, weekends, and holidays.
- Commercial properties in the St. Louis metro that need both plumbing infrastructure repair and water damage restoration under one contract.
- Homeowners who want insurance documentation support throughout the remediation process.
About this company
Roto-Rooter in St. Charles is a franchise location of the national plumbing and water cleanup chain, headquartered at 3715 Mueller Rd. They handle both sides of a water emergency: the plumbing repair that stops the water and the restoration work that dries out and remediates what it damaged. Their mold remediation page describes IICRC-trained technicians using HEPA vacuums, air scrubbers, dehumidifiers, and antimicrobial treatments. Mold work is offered as part of their water damage restoration service, not as a standalone specialty.
What stands out is the single-company model. Most restoration outfits subcontract the plumbing repair or refer it out. Roto-Rooter uses its own plumbers to fix the moisture source, then its restoration crew handles extraction, drying, and mold remediation. That eliminates the coordination gap between two companies during an emergency. They also run 24/7 with no extra charge for nights, weekends, or holidays, and reviews confirm technicians regularly show up within an hour or two of a call.
This is a national brand that has operated since 1935. The St. Charles location is managed by Ryan Mager and holds plumbing licenses across St. Louis city, St. Louis County, St. Charles city and county, and St. Louis IL. They carry a BBB A+ rating and belong to the St. Charles Chamber of Commerce and the St. Louis Apartment Association. Financing is available through Synchrony Bank.
4.9 stars across 1,785 Google reviews is unusually high for a company with this volume. Most plumbing and restoration operations at this scale drift toward 4.5-4.7. Only 4 reviews at 3 stars or below appeared in the last 18 months, and the owner responded to every one of them. The consistent knock in 4-star reviews is pricing, which tracks with national franchise cost structures.
Services
Service area
Headquartered in St. Charles, MO, serving the greater St. Louis metro area. Covers counties in Missouri including St. Charles, St. Louis, Jefferson, Franklin, Lincoln, Warren, and Washington, plus Illinois counties including St. Clair, Madison, and Monroe. The claimed service area is broad, spanning roughly 25 counties across two states.
Review consensus
Brian is the standout name. He appears in at least 10 recent five-star reviews, with customers calling out his speed, clear explanations, and willingness to work late-night and holiday calls. Tim gets mentioned in multiple reviews for being detailed and informative. Kollin drew praise for diagnosing what looked like a major issue as a simple repair. Jonathan and Joe each received individual mentions for attentiveness. Across the board, reviewers highlight fast response times, often within one to two hours even on evenings and weekends, and technicians who explain what they find before starting work.
2 found across 1,785 total reviews at 4.9★. 2 found across 1,785 total reviews at 4.9★. One reviewer described a 2019 MSD sewer backup where Roto-Rooter threatened a lien over a slow-paying insurance claim. The owner response directed the reviewer to email Pat Swanson but did not address the lien threat. The second reviewer objected to a $100 fee for a water softener installation quote. The owner response acknowledged the concern and offered follow-up by email. Both complaints are isolated incidents on different topics. The two 3-star reviews describe a miscommunication about the scope of work needed and a job taking longer than expected, though both reviewers acknowledged the final result was satisfactory.
The real pricing signal lives in the 4-star reviews, not the 1-star ones. At least five 4-star reviewers praised the technician but docked a star specifically because of cost. This is consistent with the national franchise pricing model, where overhead and brand costs get passed to the customer. Owner responses follow a strict template: Pat Swanson, Customer Satisfaction Manager, thanks the reviewer and directs them to email with their address and a copy of the review. The response rate is 100%, but the responses never engage with complaint specifics publicly.
Brian (technician — praised in 10+ reviews for speed, knowledge, and after-hours availability). Tim (technician — praised in 3+ reviews for thoroughness and clear explanations). Mike (technician — praised for drain work). Joe (technician — praised for courtesy and step-by-step explanations). Jonathan (technician — praised for quick resolution). Kollin (technician — praised for accurate diagnosis). Hunter (technician — praised alongside Brian for pipe cleaning). Hasan A. (technician — praised in 4-star review for knowledge, but reviewer noted high price). Justin (technician — praised in 4-star review for drain work, but reviewer flagged cost). Todd (technician — praised in 4-star review for fast emergency response). Stephanie (office staff — named in 1-star review for lien threat during insurance delay). Pat Swanson (Customer Satisfaction Manager — responds to all negative reviews).
If you need mold remediation after a plumbing failure or flood, Roto-Rooter can handle everything from the pipe repair through the cleanup without involving a second company. Ask for Brian or Tim if scheduling allows. Get a written quote before work starts, and ask specifically whether there is a diagnostic or estimate fee for mold remediation, since the company charges for some quotes.
Keep in mind
- Roto-Rooter is a plumbing company that added mold remediation as part of its water damage service. If you need standalone mold assessment or air quality testing unrelated to water damage, this may not be the right fit.
- Pricing runs higher than local independents. Multiple 4-star reviewers praised the work but flagged the cost, with one noting $539 for an hour of service and another paying $340 for a drain cleaning even with a $100 coupon.
- One reviewer was charged $100 just for a quote on a water softener install. Ask upfront whether estimates or diagnostic visits carry a fee for the specific service you need.
- This is a franchise operation. The national website describes mold remediation capabilities, but actual equipment, staffing, and availability for mold work at the St. Charles location may differ. Confirm directly that this location handles your specific mold situation before booking.
- Owner responses to negative reviews all follow the same template from Pat Swanson directing the reviewer to email. The responses are consistent and prompt, but they do not engage with the specifics of each complaint publicly.