Provider profile
Roto-Rooter Plumbing & Water Cleanup
Provider snapshot
What this listing says
Garland and east Dallas metro homeowners who need water damage cleanup and mold remediation handled by the same crew that fixes the plumbing problem causing it.
Best for
- Garland, Rockwall, Rowlett, and Sachse homeowners dealing with water damage from burst pipes or sewer backups who want plumbing repair and cleanup from one company.
- Property owners who need emergency water extraction at 2 AM on a Sunday — they run 24/7 with no weekend surcharge.
- Commercial facilities in the Dallas metro that need scalable water damage restoration with insurance documentation handled start to finish.
- Homeowners with post-flood mold concerns who want the moisture source repaired and the mold addressed by a single IICRC-trained team.
About this company
Roto-Rooter in Garland is a franchise location of the national plumbing and water cleanup chain, headquartered at 1225 Belt Line Road. Their primary identity is plumbing — drain cleaning, sewer lines, water heaters — but they also run an in-house water damage restoration and mold remediation division. That combination means one call can handle both the burst pipe and the resulting water and mold damage, without waiting on a separate contractor.
What stands out is the dual-capability model. Most mold remediation companies cannot fix the plumbing problem that caused the moisture. Roto-Rooter's Garland location handles both under one roof, with IICRC-trained restoration technicians running HEPA vacuums, air scrubbers, and dehumidifiers alongside their own plumbers. They also work directly with insurance companies on documentation and claims.
The brand has been around since 1935, and this Garland branch serves 11 counties across the Dallas-Fort Worth metro. Plumbing license holder is Ryan Throne (M-43414), regulated by the Texas Board of Plumbing Examiners. They offer financing through Synchrony Bank and run 24/7 operations with no extra charge for nights, weekends, or holidays.
A 4.9-star rating across 1,328 Google reviews is exceptional for a franchise operation of this size. Most large-volume plumbing companies settle in the 4.3-4.6 range, so the consistency here is notable.
Services
Service area
Headquartered in Garland, Texas, at 1225 Belt Line Road. Serves the broader Dallas-Fort Worth metro across 11 counties: Dallas, Collin, Denton, Ellis, Rockwall, Kaufman, Tarrant, Parker, Johnson, Hood, and Wise. Specific cities include Garland, Rowlett, Rockwall, Sachse, Wylie, Lavon, Nevada, and Royse City, plus the full Dallas metro.
Review consensus
Fast response times dominate the positive reviews — multiple customers report technicians arriving within an hour, including on weekends and holidays. Steve appears most frequently, praised across at least five reviews for clearing drains quickly and explaining his work. Bry draws praise for emergency water heater replacement and being "above and beyond." Dennis gets called out for weekend emergency visits with fast turnaround. Kelvin is praised for patience, price matching, and attention to detail on sewer work. Luis gets two strong mentions for same-day drain fixes. Reviewers consistently note that techs clean up after themselves and explain what caused the problem.
4 found across 1328 total reviews at 4.9★. Pricing is the dominant complaint. Crystall Johnson was charged $450 for a small repair she felt was excessive. Pauline Cougot was charged over $800 for a leak diagnostic that produced no results — the tech could not find the water meter, broke a sprinkler pipe, and suggested thousands in foundation leak repairs; a local plumber later found and fixed the actual leak for less than Roto-Rooter's diagnostic fee. Tutu Lin waited two days across five promised appointment times with no one showing up, then was quoted $500-$700 for a toilet clog. Matt Burchard had two visits that failed to diagnose the root cause, received a $20K upsell, then had a different plumber solve the problem. Jana Harlow reported the restoration team took full payment upfront, placed fans but never disinfected, and forged her signature on a job completion form.
The franchise model creates a split experience: the individual plumbing technicians consistently earn praise for speed, friendliness, and skill, while the systemic issues — pricing, scheduling reliability, and restoration follow-through — stem from how the office and business operations work. Every owner response redirects to the same email address with identical language, suggesting centralized reputation management rather than location-level engagement with complaints.
Steve (plumber — praised across 5+ reviews for fast drain clearing, explanations, and reliable work). Bry/Brye (plumber — praised for emergency water heater replacement, going above and beyond). Dennis (plumber — praised for fast weekend emergency response). Kelvin/Calvin (technician — praised for patience, price matching, attention to detail). Luis (plumber — praised for same-day fixes, cleanliness). Mark (plumber — one strong praise for explaining every aspect). Derek (plumber — praised for on-time arrival, drain clearing). Kenneth (plumber — praised for detailed explanations, exceeded expectations). Mr. Robinson (plumber — praised for attention to detail, resolved stopped toilet). Drew (plumber — praised for ease of fix). Andres (plumber — praised for helpfulness). Norris (plumber — praised for friendly service). Kevin (technician — praised for sewage cleanup). Pat Swanson (Customer Satisfaction Manager — named in all owner responses).
If you need emergency plumbing or water cleanup in the Garland area, Roto-Rooter will almost certainly show up fast. Ask for Steve, Bry, or Dennis if scheduling allows. Get pricing in writing before work begins, and get a competing estimate for any quote above $500 — several reviewers found dramatically lower prices elsewhere for the same repair.
Keep in mind
- Pricing runs high. Multiple reviewers — including one who was charged $800 for diagnostic work that produced no results and another quoted $20K for repairs a second plumber completed for far less — describe costs well above local competitors. Get a second estimate for any job over $500.
- This is a national franchise. Your experience depends heavily on which technician shows up. Several reviewers praise specific techs by name, while others describe techs who seemed disengaged or unable to diagnose the problem.
- Owner responses to complaints follow an identical template: all seven recent negatives received the same message directing customers to email Pat Swanson. None address the specific complaint in the response itself.
- Their service area spans 11 counties across the DFW metro. Confirm that the Garland branch — not a different Roto-Rooter location — will handle your job, especially if you are in the outer ring of that coverage area.
- The water restoration division operates separately from plumbing. One reviewer reported the plumber did good work, but the restoration side failed to disinfect and signed off on the job without her present. Ask upfront which team handles each phase.