Provider profile
ROTO-ROOTER Plumbing & Drain Services of Syracuse
Provider snapshot
What this listing says
Syracuse-area homeowners dealing with water damage or basement flooding after lake-effect storms who need 24/7 emergency response from a franchise with IICRC-trained water restoration crews.
Best for
- Syracuse homeowners who need emergency water extraction or basement flood cleanup during lake-effect storms or spring snowmelt.
- Owners of pre-war homes in Strathmore, Tipp Hill, or Westcott dealing with corroded cast iron or galvanized supply lines that need camera inspection before any mold-related water damage work.
- Commercial property managers in Onondaga County who need a single vendor for plumbing, drain, and water damage restoration on a 24/7 schedule.
- Homeowners who want mold remediation bundled with the water damage work that caused it, handled by one company in one mobilization.
About this company
Roto-Rooter of Syracuse operates as an independent franchise out of 1911 S. Salina Street, covering Onondaga, Jefferson, and Oswego counties. The franchise is run by Mark Stepowoy, with Ryan serving as owner/operator. Mold remediation falls under their water damage restoration division, which also handles water extraction, structural drying, and basement flood cleanup.
The Syracuse franchise leans heavily on its plumbing and drain infrastructure. Video camera inspection, hydro jetting, and sewer line excavation are the core capabilities. For water damage, their trucks carry extraction and drying equipment, and their crews hold IICRC training for water restoration work. Mold remediation is listed as a service but the website provides no detail on mold-specific equipment or methods beyond the national brand page.
Roto-Rooter has operated nationally since 1935. This Syracuse franchise specifically understands the local conditions: clay soils, pre-war cast iron and galvanized piping, and the freeze-thaw cycles that come with 120+ inches of annual lake-effect snow. They staff technicians across the metro area and run fully equipped service vehicles for same-day and emergency calls.
806 Google reviews at 4.7 stars is a large sample. The volume reflects a high-traffic franchise operation rather than a boutique shop, so the 4.7 rating carries statistical weight even with a meaningful cluster of pricing complaints.
Services
Service area
Headquartered at 1911 S. Salina Street in Syracuse, New York. The franchise covers Onondaga, Jefferson, and Oswego counties, listing service to communities from Baldwinsville and Liverpool near Syracuse to Watertown and Sackets Harbor roughly 70 miles north. Core response strength is in the Syracuse metro area, including Cicero, Manlius, Fayetteville, Camillus, Clay, and Skaneateles.
Review consensus
Field technicians consistently earn praise by name. Josef Rasmussen gets the most detailed compliments: one reviewer described a 12-hour day where he refused to stop until the issues were resolved, and another called his work flawless on a problem bigger than expected. Chris draws praise from multiple reviewers for speed and friendliness, with Dylan Widrick calling him one of the best technicians in any industry. Isaiah Jackson is praised for structured problem-solving and kindness. Kalob, Kyle, Jason, and Steven also appear in positive reviews for punctuality, clear explanations, and clean work. Operational strengths include same-day scheduling, text updates on technician arrival, and willingness to work holidays.
35 found across 806 total reviews at 4.7★. Pricing disputes dominate. Michael Battle posted twice about a $1,400-$1,450 jet flush that did not clear his clog, with no receipt provided and no refund offered despite promises. Jeremy Baldwin paid nearly $700 for 10 minutes of work on a leach line that was not fixed. Terri Brown paid $885 for an hour of work that resolved nothing, then was quoted $35,000 for additional repairs that friends fixed for $350. Dr. Atul Maini spent $10,000 on a sewer line replacement with an extended warranty, then was charged $1,200 more when it backed up again months later. Sadie Kent describes a water heater installation where improper flue piping caused toxic gas to leak into her home; the owner's response included photos showing proper installation at the time of service and noted a pre-existing venting issue, with a $100 goodwill concession provided. Bill Stuper's review describes a field supervisor, Jim Monette, who gave a salesman vibe and pushed a full repipe the customer could not afford; the owner acknowledged a communication failure. Scheduling no-shows appear in reviews from Donna Sully, Aundra Johnson, and Wayne Gage. Four 1-star reviews from the same date (Brianna Culleny, Cecilia Gonzalez, Taylor Allenza, all May 22, 2026) have no text, and the owner responded that no customer records match their names.
The gap between field technicians and the office is the recurring theme. Reviewers regularly praise the technician by name in the same review where they criticize scheduling, pricing, or follow-through from management. Edward Green wrote that Ian is awesome but communication with the office is a different story. Brian Parkhurst noted the tech did an excellent job but dispatch and management need to get things squared away. Wayne Gage praised Josef Rasmussen specifically but canceled after the scheduling staff sent the wrong plumber twice. Owner responses are almost entirely template: the same paragraph signed by Mikayla appears on the majority of negative reviews regardless of complaint type. Joe Tilley and Michael Battle both noted that promised callbacks never materialized. Susan Hansen's review is a notable exception: the general manager contacted her, acknowledged the problem, and issued a refund for her 96-year-old father. That review was updated to reflect the resolution.
Josef Rasmussen (technician — strongly positive from multiple reviewers, praised for persistence and quality). Chris / Christopher Nohle (technician — positive from multiple reviewers for speed and skill). Isaiah Jackson (technician — positive, praised for structured problem-solving). Kalob (technician — positive, noted for professionalism and clear communication). Kyle (technician — positive, described as pleasant and professional). Jason (technician — positive from multiple reviewers). Steven (technician — positive, praised for knowledge). James (technician — positive, noted with Steven). Ian (technician — positive, praised in a mixed review). Anthony (technician — positive initially, but customer later downgraded after drain backed up). David (technician — positive initially, paired with Anthony). Dakota (technician — positive for punctuality). Joseph Haines (technician — named in owner response to Sadie Kent's water heater complaint). Jim Monette (field supervisor — negative, described as giving a salesman vibe). Mike (technician — negative, did not complete camera inspection properly). John (manager — negative, dismissed gas leak concern in Sadie Kent's review). Mikayla (Customer Care Specialist — neutral, signs template responses). Ryan (owner/operator — signed one personalized response).
Ask for Josef Rasmussen, Chris, or Isaiah Jackson by name if you can. The field technicians at this franchise consistently outperform the office operation. Get a written estimate before any work starts, and if the diagnosis involves a full sewer line replacement or repipe, get a second opinion before committing. Watch for the gap between what the technician promises on-site and what the scheduling office actually delivers on follow-up visits.
Keep in mind
- Pricing is the dominant complaint. Multiple reviewers report bills of $1,000 to $1,600 for drain cleaning or single-visit work. Several 4-star reviewers who were otherwise satisfied still flagged costs as high for the time spent.
- Several reviewers describe being told they needed full sewer line replacement or repiping at $10,000 or more, then getting a second opinion that found the work unnecessary. Joe Tilley, a Google Local Guide with 29 reviews, detailed a $16,500 sewer line replacement he says was not needed. Caitlin Manion, also a Local Guide, was quoted $10,000 for pipe replacement her husband found was still in decent condition.
- The mold remediation page on the website is a national brand template with no Syracuse-specific detail about equipment, methods, or crew training for mold work. Ask what mold-specific work this franchise has done locally.
- The franchise claims coverage across Onondaga, Jefferson, and Oswego counties, stretching from Syracuse to Watertown, roughly 70 miles. Melissa Morton's review from Watertown describes a technician who had never seen her plumbing setup and could not solve the problem. Response times outside metro Syracuse may vary.
- Owner responses to negative reviews follow a near-identical template signed by Mikayla, Customer Care Specialist. Several reviewers, including Michael Battle and Joe Tilley, noted that promised follow-up calls never came.