Carpet cleaning service · Kendallville, IN · reviewed since 2016
iHow the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 55%80+43.6Reliability 24%72+17.5Value 14%100+14.1Replies to reviews 7%100+7.1Craft & service penalty81−1.9Momentum penalty50−5Experts Score= 75Grade B: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.75SCORE
BGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#102 of 108 carpet cleaningiPosition by Experts Score among all companies we track in this category. · better than 6%
4.8★★★★★180 Google reviews · 24 photos
94%five-star reviews
4.29★last 12 monthsiAverage stars on reviews from the last 12 months only.
5%1–2★ in 2 yearsiShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
Google reviewers rate Xcellent Care carpet cleaning 4.8 out of 5 based on 180 reviews, with the owner responding to all feedback. Customers frequently praise the punctuality, thoroughness, and competitive pricing of services for carpets, upholstery, and tile, noting that staff communicate effectively and follow up to ensure satisfaction. However, several low-star reviews criticize unprofessional phone manner, rude interactions, and instances of staff arriving with negative attitudes or making demands.
Google rating: 4.8 out of 5 from 180 reviews (94% five-star).
Reviews on this page: 180 Google reviews (164 with written comments, 2 with photos).
Owner responses: the business replied to 100% of reviews.
Score per factor (100 = best)iEach factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: value and replies to reviews; weakest: momentum.
This companyCarpet Cleaning median0 = centre, 100 = best
SatisfactioniSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.Xcellent Care carpet cleaning: 80/100 on this factor. Category median: 96.A
80
ReliabilityiReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.Xcellent Care carpet cleaning: 72/100 on this factor. Category median: 97.B
72
Craft & serviceiCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Xcellent Care carpet cleaning: 81/100 on this factor. Category median: 99.A
81
ValueiValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Xcellent Care carpet cleaning: 100/100 on this factor. Category median: 100.A
100
MomentumiMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.Xcellent Care carpet cleaning: 50/100 on this factor. Category median: 100.C
50
Replies to reviewsiReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.Xcellent Care carpet cleaning: 100/100 on this factor. Category median: 72.A
100
Bar = this company · dark tick = category median.
Star ratings
180 Google reviews we collected
4.8of 5
5 stars17094%
4 stars21%
3 stars00%
2 stars11%
1 star74%
Praise vs complaints
Phrases our text analysis found in 164 written reviews
98%praise
Praise35298%
Complaints82%
Topic share
How often each topic comes up in the written reviews
7topics
Quality & results10228%
Staff & attitude8524%
Would recommend6318%
Speed & response5616%
Price & value329%
Communication123%
Honesty & trust103%
What customers talk about
We read 164 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“Robert was able to schedule us quickly and did an amazing job.”
“I wish I could rate Robert's carpet cleaning but after he come in our home with a terrible attitude and making demands he left with out telling us.”
“He was prompt and so kind super professional quick but did such a great job , spot treating and all he even followed up the next day .”
“Overall was just very unprofessional and rude for no reason.”
“I recommend him to anyone who needs a carpet cleaning!”
“My partner hired Robert to clean carpets upstairs and downstairs in the house, and he was so quick, efficient, and polite.”
“Highly recommend, for a competitive price and expedient cleaning of your home!”
“Our carpets look great, dried quickly, and he even followed up the next day to make sure we were happy.”
“Robert is a clear communicator, helpful, kind, reasonably priced, and very reliable.”
People customers mention
Robert33 reviews
Reynolds5 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Reviews for your job
Customers hired Xcellent Care carpet cleaning for 3 kinds of job. Pick one to see what they paid and said.
TTammyLocal Guide · 24 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a week ago★★★★
Robert came to my house to shampoo my carpets yesterday, and he did an exemplary job. He vacuumed carpet before shampooing it. My carpet looks great. Robert did great work. He paid attention to my carpets and gave me suggestion in case my cat has more hairball hoop that she’s recently has stopped. Even
JJennie2 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 3 months ago★★★★★
Robert was able to schedule us quickly and did an amazing job. He removed stains other cleaners couldn’t get out and took the time to address our concerns. Our carpets look great, dried quickly, and he even followed up the next day to make sure we were happy. We will definitely use Xcellent Care carpet cleaning again!
DDesiree’a1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 7 months ago★★★★★
He was prompt and so kind super professional quick but did such a great job , spot treating and all he even followed up the next day . Definitely my go to for my carpet cleaning needs moving forward
DD3 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 9 months ago★★★★★
Robert is a pro at what he does! We have been using him for several years and we are always so happy with the results! With our most recent experience, I was shocked he was able to remove a very bad stain from one of our kids. I was convinced it would never come out. I recommend him to anyone who needs a carpet…
JJacobLocal Guide · 13 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 11 months ago★★★★★
We are repeat customers of Xcellent Care for a reason! Robert takes the time to discuss any areas of concern with you so you can point out all the spots your dog made a mess or where you spilled laundry detergent since the last time your carpets were cleaned. He is professional, thorough, and cares for your house as…
KKim1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a year ago★★★★★
We used Robert in the past & were very pleased. When it came time again years later we had no thoughts of using anyone else. Not surprising he did not disappoint this time either! We were very happy with his attention detail & care of our home. We highly recommend Excellent Care Carpet Cleaning!
Robert came to my house to shampoo my carpets yesterday, and he did an exemplary job. He vacuumed carpet before shampooing it. My carpet looks great. Robert did great work. He paid attention to my carpets and gave me suggestion in case my cat has more hairball hoop that she’s recently has stopped. Even
Response from the owner · a week ago
Thank you for your feedback
J
Jennie Brown2 reviewsiTotal number of Google reviews Jennie has written across all businesses on Google Maps, not just this one.
Robert was able to schedule us quickly and did an amazing job. He removed stains other cleaners couldn’t get out and took the time to address our concerns. Our carpets look great, dried quickly, and he even followed up the next day to make sure we were happy. We will definitely use Xcellent Care carpet cleaning again!
Response from the owner · 3 months ago
Jennie, Thank you for the five star review. I greatly appreciate your feedback. I look forward to serving you in the future. Sincerely Robert Reynolds Xcellent Care Carpet Cleaning
J
J.L14 reviewsiTotal number of Google reviews J.L has written across all businesses on Google Maps, not just this one.
He was prompt and so kind super professional quick but did such a great job , spot treating and all he even followed up the next day . Definitely my go to for my carpet cleaning needs moving forward
Response from the owner · 7 months ago
Desiree, thank you for the five star review. I greatly appreciate that I look forward to serving you in the future. Sincerely Robert Reynolds Xcellent Care Carpet Cleaning
D
D3 reviewsiTotal number of Google reviews D has written across all businesses on Google Maps, not just this one.
Robert is a pro at what he does! We have been using him for several years and we are always so happy with the results! With our most recent experience, I was shocked he was able to remove a very bad stain from one of our kids. I was convinced it would never come out. I recommend him to anyone who needs a carpet cleaning! My neighbor now uses him too and she is also just as happy as us with the results!
Response from the owner · 9 months ago
Thank you for the five star review. I greatly appreciate your feedback and look forward to serving you in the future Sincerely Robert Reynolds Xcellent Care Carpet Cleaning
J
Jacob ChristianLocal Guide · 13 reviewsiTotal number of Google reviews Jacob has written across all businesses on Google Maps, not just this one.
We are repeat customers of Xcellent Care for a reason! Robert takes the time to discuss any areas of concern with you so you can point out all the spots your dog made a mess or where you spilled laundry detergent since the last time your carpets were cleaned. He is professional, thorough, and cares for your house as if it was his own. Our carpets have always been left spotless and smelling fresh. Robert is also willing to answer questions and educate customers on caring for carpets to keep them in great shape for as long as possible.
Response from the owner · 11 months ago
Jacob, Thank you for your feedback and the five stars. I greatly appreciate that and look forward to serving you in the future. Sincerely Robert Reynolds Xcellent Care Carpet Cleaning
K
Kim Lichtsinn1 reviewiTotal number of Google reviews Kim has written across all businesses on Google Maps, not just this one.
We used Robert in the past & were very pleased. When it came time again years later we had no thoughts of using anyone else. Not surprising he did not disappoint this time either! We were very happy with his attention detail & care of our home. We highly recommend Excellent Care Carpet Cleaning!
Response from the owner · a year ago
Kim, thank you for the five star review. I greatly appreciate your feedback and look forward to serving you in the future sincerely, Robert Reynolds Xcellent care carpet cleaning.
K
Kathy Pressley1 reviewiTotal number of Google reviews Kathy has written across all businesses on Google Maps, not just this one.
Robert was amazing, we are very pleased. He was professional, our carpets and furniture look great. Will definitely use him again 👍
Response from the owner · a year ago
Kathy, Thank you for the five star review. I greatly appreciate that and look forward to serving you in the future sincerely Robert Reynolds Xcellent care carpet cleaning.
R
Robert Doolin12 reviewsiTotal number of Google reviews Robert has written across all businesses on Google Maps, not just this one.
We called Robert for a second time for our new home. We needed two main rooms cleaned and a full basement with some pet stains. Robert's schedule was already packed, but he fit us into his schedule as we had a party planned. His work is truly excellent and he is a true professional. Our carpets looked awesome. Highly recommend his company for any of your carpet needs!
Response from the owner · 2 years ago
Robert, Thank you for the five star review I greatly appreciate it! And look forward to working with you again in the future. Sincerely Robert Reynolds Xcellent Care Carpet Cleaning
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Nikki2 reviewsiTotal number of Google reviews Nikki has written across all businesses on Google Maps, not just this one.
We had the best experience with Xcellent Care! My partner hired Robert to clean carpets upstairs and downstairs in the house, and he was so quick, efficient, and polite. We had a few problem areas we were worried about, and he handled the project with so much professionalism and care. Very excited to recommend him to friends in the future.
Response from the owner · a year ago
Nikki, thank you for the five star review. I greatly appreciate your feedback and look forward to serving you in the future sincerely, Robert Reynolds Xcellent Care. carpet cleaning.
