Provider profile
Roto-Rooter Plumbing & Water Cleanup
Provider snapshot
What this listing says
Rochester-area homeowners dealing with water damage that may have caused mold, since Roto-Rooter can fix the plumbing source and handle remediation in a single dispatch.
Best for
- Rochester metro homeowners who discover mold after a basement flood or burst pipe and want one company to handle the plumbing repair, water extraction, and mold remediation.
- Situations where the plumbing source of moisture needs to be fixed before mold work can begin -- Roto-Rooter can dispatch both crews without a scheduling gap.
- After-hours emergencies across Monroe County and surrounding areas where 24/7 availability matters.
- Commercial properties needing scalable water damage and mold remediation with insurance documentation handled in-house.
- Homeowners in pre-war Rochester homes with aging cast iron pipes prone to sewer backups and the mold problems that follow.
About this company
Roto-Rooter in Rochester is a national franchise operated as an independent contractor out of 1200 Buffalo Rd, managed by Joe Volna. Their identity is plumbing first, water damage restoration second, mold remediation third. The key differentiator: they employ both plumbers and IICRC-trained restoration crews under one roof, so a single call can address the leak, the water extraction, and the mold work without waiting on a third-party plumber.
Their mold remediation page describes HEPA vacuums, air scrubbers, dehumidifiers, and antimicrobial treatments. They also reference containment measures during water damage work. For mold specifically, they bring in an indoor environmental professional to test when microbial growth is suspected, then their own remediation crew handles the removal. This separation between testing and remediation is a structural advantage -- they are not testing and remediating the same job.
The Rochester franchise claims coverage across 10 counties: Monroe, Ontario, Wayne, Livingston, Genesee, Seneca, Cayuga, Yates, Steuben, and Schuyler. The brand has operated nationally since 1935, and the Rochester location lists PHCC membership and plumbing license #310.
4.8 stars across 1,487 Google reviews is a strong number. Only 11 reviews at 3 stars or below appeared in the last 18 months. For a company handling this volume of emergency calls -- many from panicked homeowners dealing with floods and sewage -- that ratio holds up well.
Services
Service area
Headquartered at 1200 Buffalo Rd, Rochester, NY 14624. Serves 10 counties in the Rochester metro area: Monroe, Ontario, Wayne, Livingston, Genesee, Seneca, Cayuga, Yates, Steuben, and Schuyler. The coverage area includes cities from Auburn to Corning to Batavia, which is a wide geographic spread -- expect faster response in Monroe County than at the fringes.
Review consensus
Fast response time is the dominant theme. Multiple reviewers report same-day or within-the-hour arrivals, including weekends. Shawn T appears in at least six positive reviews for drain clearing, water heater work, and water damage situations -- reviewers describe him as methodical, personable, and unwilling to leave until the problem is solved. Justin (#272) gets praise for clear communication and thoroughness. Tim, Derek, Chris Mendick, Mike, and Dominic are also named repeatedly for being friendly and explaining work clearly. Sue in dispatch is singled out for helpfulness. Several reviewers mention that crews clean up after themselves and leave the area spotless.
11 found across 1487 total reviews at 4.8★. Pricing is the thread connecting most complaints. Carlos Quiles describes being charged four separate times totaling $4,000 for a leak that was never fixed. Jen C reports being charged over $100 for a part Ferguson sold for $48, and was told Ferguson did not know what they were talking about -- the owner response offered to discuss but did not dispute the markup. Jay P was quoted $300 just for a visit. Quinne Phoenix (3 stars) was quoted $950 to replace an entire shower system when the actual fix was a $5 O-ring. C.F. names Amanda in billing as rude and harassing in collection follow-up less than 30 days after service. Amy H describes an emergency flooding no-show -- no one arrived after hours of waiting, causing additional damage. The owner acknowledged the situation but did not explain what went wrong. Two 1-star reviews (Mark and Eugene Jones) drew owner responses saying no matching record could be found. Matt Schneider left a 1-star with no text, and the owner called the review falsified.
The pricing complaints follow a pattern common to national franchise plumbing operations: standardized pricing models that charge well above what an independent plumber would for simple fixes, combined with a tendency to recommend full replacements rather than targeted repairs. The owner response pattern is mixed -- about half get personalized replies, the other half get no response. Several responses follow a template that invites the reviewer to call the office but does not engage with the specific complaint. Three negative reviews prompted the owner to say the reviewer could not be found in the system, which may reflect legitimate confusion with other similarly-named plumbing companies in the area.
Shawn T (plumber/technician -- strongly positive, named in 6+ reviews). Justin #272 (technician -- positive). Tim #310 (technician -- positive). Derek (technician -- positive, multiple reviews). Mike (technician -- positive, multiple reviews). Chris Mendick (project manager/drain work -- positive). Dominic (technician -- positive). Walter (technician -- positive, paired with Daryl and with Chris). Sue (dispatch -- positive). Mark (technician -- positive, older reviews). Jack/John McDermott (technician -- positive). Paul (technician -- positive). Andy (technician -- positive). Charlie (technician -- positive). Logan (technician -- positive). Zach (technician -- positive). Ty (technician -- positive). Andrew (technician -- positive). Bradley (technician -- positive). Vadym (technician -- positive). Sean (technician -- positive). Amanda (billing -- negative, named as rude and harassing by C.F.).
Roto-Rooter Rochester is a strong pick when you need mold remediation tied to a plumbing-caused water event -- the one-company-handles-everything model genuinely saves time during emergencies. Ask for Shawn T or Justin if they are available. Get your estimate in writing before any work starts, and compare the quoted price on any parts or simple repairs to an independent plumber's rate before committing.
Keep in mind
- Pricing is the most consistent complaint. Multiple reviewers report unexpected charges, high quotes for simple repairs, and parts markup. Get a written estimate before work begins and compare it to what you are billed.
- This is a franchise operated as an independent contractor, so corporate Roto-Rooter policies on pricing and guarantees may not apply identically to this location.
- The service area spans 10 counties across western New York. Response times to the edges of that territory -- places like Addison, Hornell, or Watkins Glen -- will be longer than in Monroe County.
- Several negative reviews drew owner responses stating the reviewer could not be found in their system. This may indicate some reviews were posted to the wrong business, but it also means the company cannot always verify complaints.
- Amanda in billing was named in one detailed complaint for rude and harassing follow-up. If you have a billing dispute, ask to speak with the location manager directly.