Analyzing 5 857 Rug Doctor reviews indicates dirty machines that smell

Rolled carpet, red, wool

Rug Doctor, a company that develops carpet cleaning machines, claims to be America’s favorite rental carpet cleaning brand. But when we looked at reviews for the company we noticed that there were complaints about a horrible smell from the machines.

Why do we say this?

Customers complain about smelly machines. “Smell” is mentioned in 7% of the reviews and it occurs together with “urine” and “horrible”. Several reviewers mention they received machines that smelled bad and, after they used the machine on their rugs, their homes smelled bad too.

It seems as the smell comes from the water tank. Reviewers who mention “water” appear to give a lower grade than the overall average and it is often mentioned together with “dirty”. People mention that sometimes the machine is still filled with water from the previous user. It also seems to be a bit difficult to empty the water tank, which might explain why machines are sometimes returned with a tank full of dirty water.   

People also complain about the brushes. The topic “brush” has an average grade of 2,15 / 5 and it often occurs together with “hair”. Several reviewers mention that the brushes were full of hair when they received the machine.  

A lot of the dissatisfaction seems to originate from the fact that no one checks the machines between usings. This results in customers sometimes receiving a dirty machine. If Rug Doctor really wants to be America’s favorite rental carpet cleaner brand, they probably need to investigate how they can improve this.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.

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