Customer reviews

Rating

94.3 % from 22236 reviews from verified customers

Rewiews by nationality:

Rewiews by office:

Latest reviews:

Jaap Ten Have (1 booking)

Netherlands

12.10.2023

Service rating:

average

Staff rating:

bad

Time to pick-up/drop-off:

bad

Car rating:

good

Would you recommend us:

yes no

Top Rent A Car:

Dear Mr. Have, Thank You for Your feedback. I would like to know more about your experience so I can help. Please email customer.service@toprentacar.bg and include the rental location, rental agreement or reservation numbers and your contact information. Thank you. - Top Rent A Car

Max Lee Nelson (4-5 bookings)

United States

09.10.2023

Service rating:

average

In general….. the service is good There is a couple of things that need to be addressed. First… The main office I picked up the car in Sofia is on the middle of nowhere even the taxi drivers have a hard time to find it . There’s barely any asphalt left on the road to the facility and the cars are parked in huge potholes. There’s a two …looks like a mobile / temporary offices….one for pick up’s and the other is for returning the cars and was not clear, which one is which…….. Second….. there is two phone numbers listed on the contract which supposed to be 24/7 in case you need help… I try to call four … five times as I was having problems with the WI-FI hotspot device….no body answer the phone. Third …….There is charge $20 for returning the car out side of the business hours. When I return the car at 5 o’clock in the morning which is considered out side the business hours….there was a already few people waiting to get their cars ..so all of them have to pay $20 to pick up their cars ???… I think that’s kind of a shady.

Staff rating:

good

Time to pick-up/drop-off:

good

Car rating:

good

Overall the service is ok…….

Would you recommend us:

yes no

Urs Marbach (over 6 bookings)

Switzerland

08.10.2023

Service rating:

average

The car could Not be picked up diectly at the Airport as Booked. Did not receive the car with Navigation as booked. Hopefully this will Remain the exeption - otherwise er were Alexas satisfied!

Staff rating:

good

Time to pick-up/drop-off:

bad

Car rating:

excellent

Would you recommend us:

yes no

Ronen Petilon (1 booking)

Israel

06.10.2023

Service rating:

average

Thank you very much for asking. I would like to point out that Rostislav behaved shamefully, insulted me, he was very aggressive, short-tempered, and certainly gave a bad name to Top rent a car company ! In contrast, Denis at the drop -off was the complete opposite, and he deserves nothing but praise & only good wards.

Staff rating:

average

Very very bad !!!
Just great

Time to pick-up/drop-off:

good

Car rating:

excellent

very good in all meanings

Would you recommend us:

yes no

Top Rent A Car:

Dear Mr. Petilon, Thank you for taking your time on writing your review. We know how important is for our clients to feel comfortable and to enjoy their trip. We are always trying to provide the best car rental service and the professionalism of our staff is very important part of achieving our purpose. That is why we will take your signal into consideration and we will conduct a detailed review of how a colleague serves customers. We really hope that this situation did not affect your trip too negatively and we hope to see you again and provide you the level of service that each of our customers deserves. Have a great day! Top rent a car

T***** K******* (1 booking)

Germany

04.10.2023

Service rating:

average

The Transfer was to complicate The waiting time is to long > 20 minutes

Staff rating:

excellent

Time to pick-up/drop-off:

good

Car rating:

good

Would you recommend us:

yes no

Top Rent A Car:

Dear Mr. Keilbach, We apologize for the inconvenience you experienced with our shuttle service, particularly the extended waiting time of over 20 minutes. We understand that your time is valuable, and such delays are far from the level of service we aim to provide. During the high tourist season, unexpected delays in our shuttle service can indeed occur, however it happens rarely. Your feedback is important to us, as we are continuously working to improve our processes to ensure more efficient services for our customers. To offer more flexibility to our customers, we have recently introduced two different ways to pick up our rental cars, as described on our website. You can now choose between airport pick-up, which incurs an additional fee due to the increased airport fees and rents imposed by landlords, or office pick-up. To maintain competitive pricing and provide the best service at the most affordable rates, these changes have become necessary. We hope that this situation has not significantly impacted your overall rental experience. Your satisfaction is important to us, and we look forward to the opportunity to welcome you as our customer again. Best regards, Top Rent a Car

C*********** P***** (4-5 bookings) Cyprus

03.10.2023

Service rating:

average

Staff rating:

average

Time to pick-up/drop-off:

good

Car rating:

very bad

The car was ok (brand new) but the tyres were cheap winter tyres made in Serbia.Without hitting the car anywhere the tyre went flat and had to change the whole tyre. The damage on the tyre was on the inside of the wheel, right where the tyre fits on the alloy and could not be repaired. Tyre specialist told me that the tyre was faulty and is impossible for that to have happened on the road given where it was and how it was. Car not safe and toprental charge me 100 euros for damage (the 4 tyres are not even worth 100 euros).They refused my arguments despite having a report with photos/video and report from tyre shop. CAR NOT SAFE

Would you recommend us:

yes no

Top Rent A Car:

Dear Mr. Petrou, Thank You for Your feedback. We are very attentive to the technical support of our cars before the start of each rental. Each car undergoes a thorough inspection for the safety and comfortable trip of our customers. We always take care of purchasing high-quality tires, but we cannot foresee that during your trip an accident may occur and your tire will go flat. Our colleagues provided you with the necessary technical support and subsequently acted based on the terms of the contract. We apologize that You had to face certain inconvenience during Your rent and hope that we will see You again as our customer in future. Have a nice day! Kind regards, Top rent a car

Lubomir Lipov (4-5 bookings)

Bulgaria

02.10.2023

Service rating:

average

Staff rating:

average

Пярвата кола беше повредина и загубих 3 часа докато получа изправен автомобил.
Оказа се, че автомобила не показва правилно пълен резервоар и чаках повече от 1 час за да ми върнат депозита.

Time to pick-up/drop-off:

very bad

Car rating:

excellent

Would you recommend us:

yes no

Yoni Stephan (over 6 bookings)

Israel

01.10.2023

Service rating:

average

The new pickup location is not so good.

Staff rating:

excellent

Rostislav was just Great! No.1 agent ever. Very responsive and helpful. Recommend promoting him to a senior management position.

Time to pick-up/drop-off:

good

Car rating:

average

Would you recommend us:

yes no

D**** J******* (2-3 bookings)

Denmark

01.10.2023

Service rating:

average

Pavel was very nice guy. I wouldn’t rent a car with you another time it’s too mvh paperwork and deposit 1000 leva is too much. We agreed shuttle to the airport at 5 o’clock but we didn’t go before 5:15. Svetoslav was very bad at giving good service. I will never rent a car with you again. The car had several damages but I still had to pay full price. The battery needed a change.

Staff rating:

bad

Pavel did a good job and was a nice guy.
Svetoslav gave bad service and

Time to pick-up/drop-off:

average

Car rating:

bad

Would you recommend us:

yes no

Top Rent A Car:

Dear Mr. Jacobsen, Thank You for Your feedback. We would like to clarify, that we have not charged You for damages but for missing fuel. According to our terms and conditions, we provide a car with full tank and when returning the vehicle with an incomplete tank, the RENTER pays the missing fuel and an administrative fee according to the official price list. We understand that you are frustrated by the sanctions imposed and this is most likely the reason for your negative review. We hope for your understanding, as our goal is not to charge our clients without regulation, but to offer a high quality service so that everyone is satisfied and comes back to us again. We remain available for further communication by email: customer.service@toprentacar.bg. Best regards, Top rent a car

James William Norris (1 booking) United Kingdom

26.09.2023

Service rating:

average

Agent very good but pickup location was abysmal. I was advised the office was in the Terminal. Drop agent also very good but again location of drop site was a problem. We waited 30 minutes for shuttle to airport which almost caused me to miss my flight!

Staff rating:

excellent

Very good customer service experience.
As mentioned, the problem with location too far from Terminal!

Time to pick-up/drop-off:

average

Car rating:

excellent

Easy to drive and very comfortable

Would you recommend us:

yes no

Top Rent A Car:

Dear Mr. Norris, Thank You for Your feedback! We would like to inform you that we now offer two different ways to pick up our rental cars, which are described on our website: airport pick-up after paying an additional fee or office pick-up. This is due to the increase in airport fees and rents by landlords (airports). In order to keep our prices low and continue to offer the best service at the best price, we need to make changes to our service. We at "Top Rent A Car" recommend customers to choose office pickup, thus the service is not subject to additional fees. In Sofia, you can pick up your car from our central office after a free shuttle bus ride, and the ride from the airport entrance to the office takes about 5 minutes. When making the reservation and marking Sofia-Airport on the website, 2 options are displayed: free shuttle service or pickup from the terminal (for which the given additional fee is also displayed). We hope that this situation has not changed your overall rental experience and will be glad to see you again as our client. Best regards, Top rent a car

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