Provider profile
Roto-Rooter Plumbing & Water Cleanup
Provider snapshot
What this listing says
Horizon City and El Paso County homeowners dealing with water damage that needs both the plumbing fix and mold cleanup handled by a single national-brand crew available 24/7.
Best for
- Horizon City and east El Paso County homeowners who need a plumber and water damage crew on the same call.
- Buyers dealing with a burst pipe, sewer backup, or storm flooding who want same-day emergency response at any hour.
- Homeowners who want their restoration company to handle insurance documentation and adjuster coordination directly.
- Commercial properties in the El Paso metro that need scalable water damage restoration with minimal downtime.
- Anyone who wants a single contractor to address the plumbing failure and the resulting mold concern without hiring two companies.
About this company
Roto-Rooter Plumbing & Water Cleanup operates out of Horizon City, Texas, serving the broader El Paso metro area. Don and Kristina Jackson manage this location as an independent contractor under the Roto-Rooter brand. The company handles plumbing, drain cleaning, water damage restoration, and mold remediation — a full-service operation where the same call gets a plumber to fix the source and a restoration crew to handle the aftermath.
The standout here is that single-call model. Most restoration companies wait for a separate plumber to fix the leak before they can start water extraction. This location sends plumbing and restoration teams together so both happen in parallel. Their water damage crews train to IICRC standards and carry extraction vacuums, air movers, and dehumidifiers. The website describes a structured cleanup process: containment, extraction, removal of unsalvageable materials, sanitation with air purification equipment, monitored drying with electronic moisture sensors, then final inspection.
The Roto-Rooter brand dates to 1935. This Horizon City franchise holds plumbing license MPL #41196 under Donald Jackson and carries a 2022 Best of the Border award from the El Paso Times. The location is a member of PHCC and the Texas State Board of Plumbing. They offer financing through Synchrony Bank and work directly with insurance companies on claim documentation.
A 5.0-star rating across 143 Google reviews is rare for any service company, especially one handling emergency work. The volume and consistency suggest the franchise operation here runs tighter than what many buyers expect from a national brand.
Services
Service area
Headquartered at 13971 Horizon Blvd in Horizon City, Texas. Serves all of El Paso County including El Paso, Anthony, Canutillo, Clint, Fabens, San Elizario, Socorro, and Tornillo.
Review consensus
Frank Saucedo is the most frequently named technician, praised across at least 12 reviews for fast arrivals, clear explanations, and knowledgeable diagnostics on everything from busted pipes to faucet replacements. Juan Hernandez draws similar praise for after-hours availability and willingness to stay late — one reviewer describes him replacing 30 feet of galvanized pipe and refusing to leave until the house had water. Jesse Gamon earns mentions for patience, follow-up camera inspections, and explaining technical details. Miguel Chavez, David, and JP (Jesus) round out a deep bench. The water damage team of Diana, Miguel, Johnny, and Oscar drew specific praise for same-day flood response. Reviewers consistently highlight fast response times, clear communication about costs, and technicians who educate homeowners on prevention.
2 found across 143 total reviews at 5.0★. One reviewer called for a water heater estimate advertised as free, then received a $260 charge for the technician calling the manufacturer and ordering a warranty part. The reviewer says Roto-Rooter never contacted the warranty company and never ordered the part, then quoted $2,000 to replace the entire unit. The manager offered to order the part but only if the reviewer agreed to pay $2,000 for installation. The owner response said they could not find the customer in their records and asked them to call. The second complaint (2 stars) describes a $400-plus charge for removing a shower cartridge collar and inserting a new cartridge — a job the reviewer had mostly completed themselves and says took under an hour. The reviewer acknowledged the techs were friendly and fast. The owner response empathized but directed them to call the office.
Both negative reviews center on pricing transparency rather than work quality. The technicians received praise even within the complaints. The owner responds to 100% of negative reviews, but both responses follow the same pattern: express empathy, then direct the reviewer to call the office. Neither response engages with the specific pricing dispute or offers a concrete resolution. This is a mild template-deflection pattern worth noting, though the 5.0-star rating across 143 reviews suggests these pricing disputes are outliers rather than systemic.
Frank Saucedo (plumber — consistently positive, most-mentioned technician). Juan Hernandez (plumber — consistently positive, praised for after-hours dedication). Jesse Gamon (plumber — consistently positive, praised for patience and follow-up). David (plumber — positive). JP / Jesus (plumber — positive). Gabriel (technician — positive). Miguel Chavez (water damage — positive, praised for honesty). Diana (water damage — positive). Johnny (water damage — positive). Oscar (water damage — positive). Vince (technician — positive). Raul (plumber — positive, praised for diagnostic skill). Zach (water mitigation — positive). JJ (technician — positive). Gus (technician — positive).
This Horizon City Roto-Rooter franchise earns its 5.0-star rating through a deep roster of technicians who show up fast and explain what they find. Ask for Frank, Juan, or Jesse by name based on dozens of positive mentions. Get a written cost estimate before authorizing any work — the two complaints both involve pricing surprises after the technician arrived.
Keep in mind
- Roto-Rooter does both mold testing and mold remediation. When the same company tests for mold and then sells you the remediation, they have a financial incentive to find problems. Ask whether they use an independent environmental testing firm or do in-house testing.
- Two recent reviewers flagged pricing as excessive relative to the work performed — $400 for a sub-hour shower cartridge swap and a water heater estimate that jumped from a free estimate to a $2,000 replacement quote. Get the full cost breakdown in writing before authorizing work.
- This location operates as an independent contractor under the Roto-Rooter brand. Services, pricing, and guarantees vary by location, so national Roto-Rooter policies may not apply here.
- The website mentions mold remediation but provides little detail about mold-specific equipment or process. Their primary identity is plumbing and water damage, with mold as an add-on service.
- Service area covers all of El Paso County, from Anthony to Tornillo. Confirm response times for locations far from their Horizon City office.