Provider profile
Roto-Rooter Plumbing & Water Cleanup
Provider snapshot
What this listing says
Sugar Land and Fort Bend County homeowners who need water damage and mold handled by the same crew that fixes the plumbing problem causing it.
Best for
- Sugar Land and Fort Bend County residents dealing with water damage that has led to mold growth and needs same-source plumbing repair.
- Homeowners who want one company to handle water extraction, drying, mold remediation, and the plumbing fix in a single project.
- After-hours emergencies where you need someone on-site within an hour, including weekends and holidays.
- Insurance-claim situations where you want a company that bills the carrier directly and documents with photos, logs, and drying reports.
- Commercial property managers who need a franchise with 24/7 dispatch and the capacity to handle larger jobs.
About this company
Roto-Rooter in Sugar Land is the local branch of the national franchise that has operated since 1935. They run out of 12808 W Airport Blvd and cover the greater Houston metro, with Mike Krysa managing the Sugar Land location. Their Google category is water damage restoration, but the bulk of their review volume comes from plumbing and drain work.
The standout feature for mold work is that they handle the entire chain: find the plumbing leak, extract the water, dry the structure, and remediate the mold. Their site lists IICRC-trained crews, HEPA vacuums, air scrubbers, dehumidifiers, and antimicrobial treatments. They bill insurance directly and offer financing for uncovered work. That single-vendor approach removes the coordination headache of hiring a plumber and a separate remediation company.
Roto-Rooter has operated nationally since 1935 and runs 24/7, 365 days a year. The Sugar Land office lists 16 counties in its service area, stretching from Montgomery County in the north to Matagorda and Angelina counties well outside the Houston metro.
4.8 stars across 890 Google reviews is a strong number for a high-volume franchise operation. Most of the praise centers on fast emergency response and a handful of technicians who show up consistently. The negative reviews that do exist cluster around pricing, not workmanship.
Services
Service area
Headquartered in Sugar Land, Texas at 12808 W Airport Blvd. The website lists 16 counties served: Fort Bend, Harris, Montgomery, Liberty, Waller, Chambers, Austin, Walker, Polk, Tyler, Wharton, Jackson, Galveston, Matagorda, Brazoria, and Angelina. That range extends well beyond the Houston metro into rural East Texas, so confirm coverage for your specific location.
Review consensus
Josh A. (also listed as Josh Aguilera and Joshua) dominates the positive reviews. Reviewers describe him as knowledgeable, fast, and willing to explain the problem in detail. He handles late-night and weekend calls and draws repeat customers. Andrew is the second most-mentioned tech, praised for arriving within 45 minutes and communicating clearly. Mynor and Gadi received specific praise for remediation work, with one reviewer calling them honest and thoughtful. Justin Herbert, Eric, Manuel, Fernando, Steven, and Ralph each appear in individual positive reviews. The most consistent theme is fast emergency response, often within an hour of calling.
20 found across 890 total reviews at 4.8★. Pricing is the dominant complaint. Waqas Riaz called the prices outrageous and noted the company refuses phone quotes. Sammy Maciel paid $500 for a drain snake that did not fix the problem. Adalia Garland paid $99 for a site visit and was then quoted $1,300. Alexandra Liberato (2-star) was charged over $600 without ever receiving a quote, and Roto-Rooter management acknowledged the tech should have quoted first. Scheduling failures appear in multiple reviews: Devin McBride scheduled three times with no one showing up, Lupita Garcia had a confirmed appointment go unfulfilled, and Thanh Trung Nguyen waited five days for a promised follow-up cleaning. The Bebos described a detailed sequence where camera tech Mario no-showed, then was rude during a rescheduled visit, and the warranty was denied after additional pipe issues were found. T B described a water damage project where equipment tripped breakers, sat unused for five days while being billed daily, and the install team lead left for a wedding without notifying the project manager. Eniola Ajikanle's technician recommended replacing a tankless water heater that Rinnai confirmed was under a 20-year warranty with a fixable error code.
Four 1-star reviews posted on December 14-15, 2025 (Musa, efe, Muhammed, Panahov) are brief and vague, with none providing service details. Three of those reviewers have fewer than 5 total reviews. This cluster may represent coordinated negative reviews rather than independent service experiences. Separately, every owner response across all 20 negatives follows the same template: an apology, a redirect to Pat.Swanson@rrsc.com, and a request to email with the service address and ZIP code. The responses never engage with the specific complaint. On three reviews, the owner states they could not locate the customer's record. This is reputation management by template, not individualized problem-solving.
Josh A. / Josh Aguilera / Joshua (plumbing technician — strongly positive, most-mentioned by far). Andrew (plumbing technician — strongly positive, fast responder). Mynor (remediation technician — positive). Gadi (remediation technician — positive). Justin Herbert (plumbing technician — positive). Eric (plumbing technician — positive). Manuel (plumbing technician — positive). Fernando (plumbing technician — positive). Steven (plumbing technician — positive). Ralph (plumbing technician — positive). Oraine (plumbing technician — positive). Nick (technician — positive). Mario (camera technician — negative, no-showed and was rude per one detailed review). Pat Swanson (Customer Satisfaction Manager — responds to all negative reviews by template).
Request Josh A. or Andrew by name if you can. Both have deep review histories showing consistent, fast work. Get a written quote before any work starts, because pricing surprises are the single most common complaint. If your job involves water damage restoration rather than a simple drain call, confirm the project timeline and equipment plan in writing, since the most detailed negative review describes days of idle equipment being billed.
Keep in mind
- Roto-Rooter does not provide upfront phone quotes. Technicians quote on-site, and multiple reviewers report being surprised by the final price. Ask for a written estimate before any work begins.
- The 16-county service area listed on their site stretches from Montgomery County to Angelina County, over 150 miles apart. Confirm that Sugar Land crews, not a distant franchise branch, will handle your job.
- This is a national franchise. The quality of your experience depends heavily on which technician shows up. Reviews praise specific individuals like Josh A. and Andrew, but complaints about other unnamed techs describe different levels of service.
- Several reviewers report scheduling failures where technicians never arrived or follow-up visits were never completed. Confirm your appointment window the day of service.
- Their mold remediation page describes the service in general terms. The Sugar Land office's Google reviews mention plumbing and water damage far more often than mold-specific work.