Provider profile
Roto-Rooter Plumbing & Water Cleanup
Provider snapshot
What this listing says
Lansing-area homeowners dealing with basement flooding or burst pipes who want a single company to handle plumbing repair, water extraction, and mold remediation in one call.
Best for
- Lansing metro homeowners who need water damage cleanup and mold remediation handled by one company without coordinating multiple contractors.
- Basement flooding emergencies in Ingham, Eaton, or Clinton counties where 24/7 response and insurance documentation matter.
- Property owners who want the plumbing source fixed and the mold removed in the same project, avoiding the gap between a plumber leaving and a remediation crew arriving.
- Commercial properties in the Lansing area that need scalable water damage and mold work with direct insurance billing.
About this company
Roto-Rooter in Lansing is a national franchise location operating as an independent contractor out of 4407 Empire Way, managed by Johnny McKeever. Their main draw for mold work is that they combine plumbing repair and water damage restoration under one roof. If a burst pipe causes flooding that leads to mold, they fix the pipe, extract the water, dry the structure, and handle remediation without needing to bring in a second company.
Their mold remediation page describes IICRC-trained technicians using HEPA vacuums, air scrubbers, dehumidifiers, and antimicrobial treatments. They also remove contaminated materials like drywall and insulation, then document everything with photos and drying logs for insurance claims. The plumbing-plus-restoration combination is genuinely unusual in the mold remediation space, where most companies handle only the remediation side and wait on a separate plumber.
Roto-Rooter has operated since 1935 nationally. The Lansing location covers seven counties: Ingham, Eaton, Clinton, Shiawassee, Ionia, Lenawee, and Jackson. That is a wide territory stretching from the Lansing metro well into rural mid-Michigan.
885 Google reviews at 4.5 stars is a large sample. The rating sits right at the boundary where complaint volume starts to matter. Most positives focus on individual technicians, while negatives cluster around office communication and pricing, a split that often shows up in franchise operations where field staff outperform the back office.
Services
Service area
Headquartered at 4407 Empire Way in Lansing, Michigan. The Lansing location claims coverage across seven counties: Ingham, Eaton, Clinton, Shiawassee, Ionia, Lenawee, and Jackson. That is a large territory stretching roughly 80 miles from Adrian in the south to Owosso in the north. At least one reviewer reported that the company did not actually serve their listed zip code, so confirm coverage for your specific address.
Review consensus
Field technicians get strong individual praise. Joe (also referred to as Joe Hoose) appears most frequently, with reviewers highlighting his 30 years of experience, clear explanations, and equipment knowledge. Chris and Chris S show up in multiple reviews for same-day sump pump replacements and drain work, with one reviewer specifically recommending others ask for him by name. Elijah draws praise for going beyond the immediate fix and offering maintenance advice. Ernesto and Aaron each appear in positive reviews for drain system replacements and water excavation work. Sascha is mentioned as a helpful supervisor. Reviewers consistently note same-day response, cleanup after the job, and willingness to explain the problem and options.
20 found across 885 total reviews at 4.5★. Pricing and appointment reliability are the two dominant complaint categories. Five reviewers describe prices they consider excessive for the work performed: $290 for a five-minute toilet auger, $500 for a drain unclog, nearly $1,000 for basic work, and a $1,900 quote for pipe work the homeowner said was mostly done. The $59 diagnostic fee draws complaints when customers feel the technician did not actually diagnose anything and just pitched upsells. Six reviews describe missed or severely delayed appointments. One reviewer waited from 10am until after 9pm with no technician and no proactive communication. Another had a 3-5pm window with no contact by 4:45. A third filed an emergency request at 6:30am and heard nothing by midnight. The pattern suggests the dispatch system struggles to match scheduled commitments to technician availability. Connie is named in three separate negative reviews as rude and unhelpful when customers call back about unresolved work. One reviewer describes her as condescending and dismissive. Another says she did not remember their case despite an ongoing investigation. A third says the dispatcher was rude and unhelpful. Two reviews from Shane and Brandi (posted the same day, likely the same household) describe a drain unclog that failed within days. When they called back, the company said it was a new issue and wanted additional payment. The owner response acknowledged the initial positive review but did not address the update about the failed repair. One reviewer (om patil, a Local Guide with 14 reviews and 1 like) alleges credit card information was misused after providing it for a water heater job. The owner response asks for proof and requests the review be removed. This remains a disputed claim with no resolution visible in the review thread.
The split between field and office quality is stark. Nearly every positive review names a specific technician and praises their work. Nearly every negative review describes a breakdown in scheduling, communication, or pricing that happened before or after the technician arrived. This is a common franchise pattern where skilled tradespeople are managed by an office operation that does not match their quality. Owner responses follow a template pattern: most acknowledge frustration, apologize, and direct the customer to call or text. Few engage with the specific complaint details. Two responses claim the reviewer cannot be found in their system, which could indicate fake reviews or record-keeping issues.
Joe / Joe Hoose (technician -- positive, named in 6+ reviews for plumbing knowledge and clear communication). Chris / Chris S (technician -- positive, named in 6+ reviews for sump pump work and drain cleaning). Elijah (technician -- positive, praised for helpfulness and maintenance advice). Aaron (technician -- positive, praised for plumbing and water excavation work). Ernesto (technician -- positive, praised for drain system replacement). Raymond (technician -- mixed, praised initially by Shane then the same reviewer updated to 1 star after a failed repair). Ryan (technician -- positive note within a negative pricing review, described as nice and did his job properly). Sascha (supervisor -- positive, described as very helpful). Connie (office/owner -- negative, named in 3 separate complaints for rude and dismissive behavior). Johnny McKeever (location manager -- named on website, not referenced in reviews). Alex (technician -- positive, went above and beyond for toilet unclog). Johnnie, Garrett (technicians -- positive, drain system replacement). Claude (staff -- positive, described as helpful through plumbing issues). Ron Abbott (technician -- positive, described as prompt and efficient). Kris (technician -- positive, praised as kind, knowledgeable, and efficient).
Ask for Joe or Chris by name when you book. Both have strong track records across multiple reviews. Get your price estimate in writing before any work starts, and confirm your appointment window with a direct technician contact number so you are not waiting on the dispatch system. If an issue arises after the job, escalate past the front office to the location manager.
Keep in mind
- Pricing complaints are a pattern. Multiple reviewers describe charges of $290-$500 for simple drain work and $1,000+ for routine jobs. Get a written estimate before work begins and compare it to at least one other local company.
- Missed and delayed appointments show up repeatedly. Reviewers describe waiting entire days without hearing from a technician, appointments bumped without notice, and emergency requests going unanswered for hours. Confirm your time window in writing and get a direct contact number for the assigned technician.
- Multiple negative reviews name Connie in the office as rude and dismissive when customers call back with complaints. If you have an issue with completed work, ask to speak with the location manager Johnny McKeever directly.
- The service area spans seven counties across mid-Michigan. At least one reviewer reported that Google showed coverage for their zip code but Roto-Rooter declined the job when called. Confirm they serve your specific address before scheduling.
- Mold remediation is listed on the national Roto-Rooter website, but none of the 885 Google reviews for the Lansing location mention mold work specifically. All reviews reference plumbing and water damage. Ask whether the Lansing location has completed mold remediation jobs locally.