Provider profile
Roto-Rooter Plumbing & Water Cleanup
Provider snapshot
What this listing says
Norfolk and Hampton Roads homeowners who need water damage dried out and mold addressed by one company that also fixes the underlying plumbing problem, with 24/7 same-day response.
Best for
- Norfolk and Hampton Roads homeowners who need water damage dried out and mold addressed by one company that also fixes the underlying plumbing problem.
- Property managers across Virginia Beach, Chesapeake, and Portsmouth who want 24/7 emergency response with direct insurance billing and damage documentation.
- Owners of older Norfolk homes in Ghent, Berkley, or Ocean View where aging plumbing, coastal flooding, and crawl-space moisture create ongoing mold risk.
- Commercial facilities including shipyards, logistics centers, and retail outlets across Hampton Roads that need a single vendor for plumbing repair and water restoration.
- Military families near Naval Station Norfolk who need fast turnaround and can use the senior and military discounts the company offers.
About this company
Roto-Rooter in Norfolk is a franchise location of the national plumbing and restoration chain, based at 2428 Almeda Ave Ste 144 in Norfolk, Virginia. Mold remediation is one service within a much larger operation that centers on plumbing, drain cleaning, and water damage restoration. The location manager is Philip Hilderbrand.
What separates this branch from standalone mold companies is that it handles the plumbing failure, the water extraction, the structural drying, and the mold cleanup under one roof. The website describes IICRC-trained and AMRT-certified crews using HEPA vacuums, air scrubbers, dehumidifiers, and antimicrobial treatments. Norfolk's coastal geography, high humidity, and older housing stock (many homes built before 1988) make this combination of plumbing and water damage capability relevant. The company fixes the pipe or drain that caused the water intrusion, then runs its own restoration crew through the drying and mold work.
Roto-Rooter has operated nationally since 1935. This Norfolk location covers the greater Hampton Roads region, spanning multiple cities and counties in Virginia and into northeastern North Carolina. The company holds plumbing license MP: 2710055663, carries a BBB A+ rating, and belongs to the Hampton Roads Chamber of Commerce, Tidewater Builders Association, and Plumbing and Mechanical Professionals of Virginia.
4.9 stars across 2,256 Google reviews is exceptionally strong for a franchise plumbing operation. Most of that volume comes from routine plumbing and drain work rather than mold-specific jobs, but the consistency across that many reviews signals reliable service delivery.
Services
Service area
Headquartered in Norfolk, Virginia at 2428 Almeda Ave Ste 144. Serves the greater Hampton Roads region including Virginia Beach, Chesapeake, Portsmouth, Suffolk, Newport News, Hampton, Williamsburg, Poquoson, and York County. Also covers Isle of Wight and James City counties in Virginia, and Camden, Currituck, and Pasquotank counties in North Carolina. The multi-state claim is broad for a single branch location.
Review consensus
DJ dominates the positive reviews and draws consistent praise for clear communication, fast drain clearing, dedication to tough jobs, and informative explanations. Multiple customers mention requesting DJ by name for return visits. Derek earns praise for quick problem-solving. Terrance Collins gets strong marks for helpfulness, saving customers money, and explaining everything in detail. Kriston receives praise for after-hours professionalism. Shikean, Jacob, Darian, Mike, and Tiko each draw positive mentions for specific jobs. Several reviewers highlight same-day and same-hour response, including nights and weekends. Multiple customers note that Roto-Rooter answered the phone and showed up when competitors did not.
8 found across 2,256 total reviews at 4.9★. (8 found across 2,256 total reviews at 4.9★) Pricing is the most common thread. Brian Keith was quoted $500 to unclog a bathtub and paid a competitor $117 instead. Michael Boyd paid $500 for less than an hour of drain snaking. Toni Lewis spent $521 and the problem was not resolved because the crew could not access the crawl space. Geremy Allen of Allen White Castle Properties claims the company charged $1,500 for a $500 job and described technicians consulting someone in the car mid-job. Jesse Dickerson paid for a repair estimate and says the crew did not check the damage extent or clean up. Ken called about a burst water heater supply line at 8pm and was told no one could come until 9am the next day, contradicting the 24/7 availability claim. Megan Claudio waited two evenings in a row for a 4-6pm appointment that never materialized, and the dispatcher hung up on her husband. P Cook reports a supervisor promised callbacks on two occasions regarding excavation work and never followed through.
Pricing and scheduling gaps are the two threads connecting the negatives. Three of eight complaints center on charges that customers view as dramatically out of line with the market, while three others describe scheduling failures where crews did not show up or did not call back. The owner responds to 100% of negative reviews, but every response follows an identical template routing to Pat Swanson's email, regardless of the complaint topic. Three responses include the phrase "we weren't able to locate your record in our system," which could indicate fake reviews or record-keeping issues. None of the negative reviews mention mold work specifically. All relate to plumbing and general service interactions.
DJ (plumber/drain tech — consistently positive across 15+ reviews), Derek (plumber — positive), Terrance Collins (plumber — positive across 3+ reviews), Kriston (plumber — positive), Shikean (plumber — positive), Jacob (plumber — positive), Darian (plumber — positive), Mike (plumber — positive), Tiko (camera tech — positive), Ben Bower (plumber — positive), Pat Swanson (Customer Satisfaction Manager — responds to all negative reviews), Philip Hilderbrand (location manager — listed on website).
Ask for DJ if you need drain or plumbing work. Get the written estimate before anyone starts, because the most common complaint is sticker shock after the fact. If you are calling about mold specifically, ask which crew members hold AMRT mold remediation credentials and whether they will be assigned to your job. This branch delivers fast, reliable service backed by a national brand, but you will pay a premium for it.
Keep in mind
- Roto-Rooter does both mold testing and mold remediation, which creates a conflict of interest. The same company that identifies mold also profits from removing it. Consider getting an independent mold assessment before agreeing to remediation work.
- Pricing runs high. Multiple reviewers across all star ratings call costs steep. One customer paid $521 without the problem being fixed, another was quoted $500 to unclog a bathtub (a competitor did it for $117), and a third paid $500 to snake 35 feet of main line. Get the written estimate before work starts and compare it.
- Owner responses to negative reviews follow a template pattern. Every reply directs the customer to email Pat Swanson, the Customer Satisfaction Manager. The responses acknowledge the complaint but do not address specifics, which reads as reputation management rather than problem-solving.
- This is a plumbing-first operation. Mold remediation is an add-on service within their water damage restoration division, not the core business. If your mold problem is unrelated to a plumbing failure, a dedicated mold company may bring more focused attention.
- The service area claim spans Hampton Roads into 3 North Carolina counties. Response times to the outer edges of that territory will differ from Norfolk proper.