Carpet cleaning service · Lexington-Fayette, KY · reviewed since 2023
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%88+48Reliability 24%85+20.6Value 14%96+13.6Replies to reviews 7%22+1.6Momentum penalty41−5.9Experts Score= 78Grade B: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.78SCORE
BGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#145 of 155 carpet cleaningiPosition by Experts Score among all companies we track in this category. · better than 6%
4.9★★★★★634 Google reviews · 15 photos
94%five-star reviews
4.00★last 12 monthsiAverage stars on reviews from the last 12 months only.
2.9%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.
11%reviews answered by the owner
$136typical billiMedian bill customers of this company reported in their reviews (needs 3+ priced reviews).
Customers frequently praise Zerorez technicians for being punctual, professional, and communicative while performing thorough carpet, upholstery, and air duct cleaning at reasonable prices. Recurring themes highlight the company's no-chemical approach and the visible improvement of rugs and furniture. However, low-star reviews indicate a pattern of scheduling errors leading to missed appointments and complaints that certain stains or grout areas were not effectively removed.
Google rating: 4.9 out of 5 from 634 reviews (94% five-star).
Reviews on this page: 634 Google reviews (557 with written comments, 3 with photos).
Owner responses: the business replied to 11% 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 satisfaction; weakest: replies to reviews.
ZerorezCarpet 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.Zerorez: 88/100 on this factor. Category median: 96.A
88
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.Zerorez: 85/100 on this factor. Category median: 96.A
85
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.Not enough reviews for this factor yet. Category median: 99.–
–
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.Zerorez: 96/100 on this factor. Category median: 100.A
96
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.Zerorez: 41/100 on this factor. Category median: 100.C
41
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.Zerorez: 22/100 on this factor. Category median: 82.D
22
Bar = this company · dark tick = category median.
Star ratings
634 Google reviews we collected
4.9of 5
5 stars59794%
4 stars193%
3 stars81%
2 stars51%
1 star51%
Praise vs complaints
Phrases our text analysis found in 557 written reviews
99%praise
Praise97899%
Complaints51%
PriceiGoogle asks reviewers whether the price was great, reasonable or overpriced; these are their answers.
Price verdicts customers left with their Google review
100%fair
Great price444%
Reasonable556%
Overpriced00%
Not sure00%
$136-48% vs typical carpet cleaning
Middle half of what 3 customers paid ($118–$410) · gold mark = category median.
Topic share
How often each topic comes up in the written reviews
7topics
Staff & attitude32433%
Quality & results25326%
Speed & response15316%
Would recommend10911%
Communication9610%
Price & value374%
Honesty & trust111%
What customers talk about
We read 557 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“The gentleman who showed up was very helpful and courteous”
“Customer service was great, the technician did a great job, and the price was reasonable.”
“Each technician that has come to our home has been professional, friendly, respectful, timely, communicative, and very thorough.”
“Never showed up.”
“Would definitely recommend Bob and Zerorez for anyone that needs their carpets cleaned.”
“He explained everything to me and took his time to do a good job.”
“The prices are fair, and the service is above expectations.”
“Jacob was super Personable and transparent and did an outstanding job cleaning our carpets.”
People customers mention
Chris10 reviews
Chuck8 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Reviews for your job
Customers hired Zerorez for 3 kinds of job. Pick one to see what they paid and said.
DDianah7 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. · 8 months ago★★★★★
Air duct cleaning made all the difference in my house after only a few days! Great service - highly recommend.
If you're gonna hound me with emails and texts for a review I will give it...
1 star - I booked online and did everything I was supposed to and then got no called no showed after we paid for a babysitter, spent time getting all our stuff off the floors and made job plans to make it happen.
I was told this was caused because "the website shouldn't have let me book." Google says ZeroRez makes 150 million dollars approx. anually. They may want to consider taking some of those great profits and investing in a re-look at their I.T. department.
Services: Upholstery cleaning
D
Dianah Burton7 reviewsiTotal number of Google reviews Dianah has written across all businesses on Google Maps, not just this one.
Air duct cleaning made all the difference in my house after only a few days! Great service - highly recommend.
Price assessment: Reasonable price
Price: $400–450
Services: Service not listed
Response from the owner · 8 months ago
Thank you, Dianah! We're glad to hear that the air duct cleaning made such a positive impact in your home. We appreciate your recommendation and are always here to help!
M
Michelle Grajewski5 reviewsiTotal number of Google reviews Michelle has written across all businesses on Google Maps, not just this one.
I highly recommend. Customer service was great, the technician did a great job, and the price was reasonable. Our carpet and furniture haven’t looked this good since we bought it
Price assessment: Reasonable price
Services: Upholstery cleaning, General carpet cleaning
Response from the owner · 8 months ago
Thank you, Michelle! We're so glad to hear you had a great experience with our customer service and that our technician did a fantastic job. It's wonderful to know your carpet and furniture look amazing!
P
Patricia4 reviewsiTotal number of Google reviews Patricia has written across all businesses on Google Maps, not just this one.
This is our 3rd time using Zerorez, and we will continue to use them. Each technician that has come to our home has been professional, friendly, respectful, timely, communicative, and very thorough. The prices are fair, and the service is above expectations.
Price assessment: Great price
Services: Carpet steam cleaning
Response from the owner · a year ago
Thank you, Kenya, for your continued trust in Zerorez and for sharing your experience; we're glad to hear our technicians have consistently met your expectations!
D
Diana Dierking7 reviewsiTotal number of Google reviews Diana has written across all businesses on Google Maps, not just this one.
David was my technician. He was excellent. Had some great suggestions and worked very hard to remove a stain.
Price assessment: Reasonable price
Services: Carpet steam cleaning
Response from the owner · a year ago
Thank you, Anita! We're glad to hear that David provided excellent service and helpful suggestions while working hard on your stain. Your feedback means a lot to us!
