Customer reviews

Rating

94.3 % from 22236 reviews from verified customers

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Latest reviews:

P*** T********* (1 booking)

Czech Republic

21.05.2018

Service rating:

bad

We received completely different car than ordered. Toyota instead of VW Passat. Info from rent a car company about some issue we received 3 hours before landing for both paid cars.

Staff rating:

good

Time to pick-up/drop-off:

excellent

Car rating:

bad

Would you recommend us:

yes no

Nadejda Vodenitcharova (1 booking)

Bulgaria

21.05.2018

Service rating:

bad

Zdraveite, vinagi sam bila dovolna ot vaschite uslugi, no tozi pat NE! Biah porachala kolata na adres za 9 chasa sutrinta, biah ugovorila da prevejdam na chujdenzi poseschenia na manastiri, jiveia v Belgia i chesto prevejdam na belgiiski grupi. Kolata pristigna v 10h05 min!!! Zvaniah niakolko pati na vaschata zentrala, otgovora im besche che niamat vrazka sas slujitelia, okaza se che niamal slujeben GSM ! Vsichki danbni biah popalnila predvaritelno za da moje da tragna nai-barzo, okaza se che toi pristigna s nepopalnen fopmuliar , koeto otne vreme do 10h30 !!!! Biah tolkova iznervena ot tova che sam zakasniala za angajimenta che poiskah na slujitelia vi da dobavia edna zastrahovka, toi ne besche podgotven, ne znaesche zeni i uslivia, vidiah che tova schte me zabavi oschte poveche i se otkazah. Mejduvremenno se obadih na negovia nachalnik, izkazah nezadovolstvoto si i mu obiasnih che pri tezi obstoiatelstva ne bi triabvalo da platia dostavkata na kolata do adresa, tova be spazeno pri vraschtaneto na kolata. Az zagubih edin ot angajimentite za denia, zagubih moje bi i doverie , zagubih pari. Pri podobna situazia v Belgia s kola naeta ot EUROPCAR ( imasche tehnocheski problem) firmata mi napravi "targovski jest" , anulira zialoto plaschtane, za da me zapazi kato klient i imah dori izvinitelen mail., pri vas G-n Dochev mi obiasni che pri sledvaschto naemane schte mi dade izgodni uslivia. Vaprosat e obache : Schte smeia li da naemam vascha kola kogato se kasae za profesionalen angajiment ?

Staff rating:

bad

zia

Time to pick-up/drop-off:

average

Car rating:

excellent

do sega go praveh, no veche schte razkazvam na vsichki za nepriatnoto prejiviavane

Would you recommend us:

yes no

Keith Fawcett

England

19.05.2018

Service rating:

bad

Not a good experience overall. The car was mechanically sound, in the class we had ordered and clean. The very big drawback, given that the temp in Bulgaria was between 25°c and 30°c, was that the AC didn't work. It was like driving around in a greenhouse, and given that we travelled hundreds of miles in the week was very sticky, unpleasant and uncomfortable. On returning the car we asked why it had been released to us without being properly checked. Surely it is simplicity itself to run the engine for a couple of minutes when it is being cleaned from the previous hire to check that the AC was working (what else may not have been checked?). We were met with the response that we should have returned for it to be changed or called or phoned one of their branches to have it swapped. To which we repeated that it hadn't been prepared properly. We then had a few minutes of this circular conversation during which we added that it should not have been beholding on us break into our tight holiday schedule to do that, it should have been right in the first place. Eventually our point was conceded and the customer rep agreed that they were at fault. He said he would bring to the attention of customer services who would contact me by email.

Staff rating:

excellent

Professional, courteous and got us on our way as quickly as possible as we mentioned that we had a long journey.
Can't mark Nedyalko as I was busy raising the issue of the AC with one of the other customer reps but from my short contact with him he was professional and courteous.

Time to pick-up/drop-off:

average

Car rating:

bad

Overall car score. At the risk of repeating myself, if the AC had worked as it should have the score would have been at least 2 marks higher, it was that important to us. I will mark the final question 'recommend' on the basis that the AC issue does not arise again on any vehicle on the future.

Would you recommend us:

yes no

Eduardo Costa

Portugal

04.05.2018

Service rating:

bad

Staff rating:

good

Time to pick-up/drop-off:

average

Car rating:

good

Would you recommend us:

yes no

Vytautas Leskauskas (1 booking)

Lithuania

27.04.2018

Service rating:

bad

In pick up time You must tell about penalty (so nereal 50x more , 300.00 EUR), if we visited Romania, pay road , stayed only 3 hours.No one Europe company AVIS, EUROPCAR, SIXTH have no penalties.Never newer choose Your company and not recomend my frends and colegues.

Staff rating:

very bad

Must tell about penalty
My deposit 600.00 BGN not back in my Bank

Time to pick-up/drop-off:

bad

Car rating:

average

Would you recommend us:

yes no

Ian Paul Hands (2-3 bookings)

England

08.04.2018

Service rating:

bad

I have hired from you many times over the years, I prebooked a WIFI router, but when I picked up the car I was told one was not available, I then had to waste 1/2 day going into Sofia centre to get one. This inconvenience will mean I will need to look at hiring cars from a different company, as I usually arrive at sofia at night, so need a router straight away. I have a home in a rural part of Bulgaria, with no shops nearby. The car hire part was good as usual, with good staff.

Staff rating:

good

Didn.t know you had an office now in theairport and so wasted time looking for a rep on arrival
good fast transfer to terminal

Time to pick-up/drop-off:

good

Car rating:

excellent

Would you recommend us:

yes no

Top Rent A Car:

Dear Mr. Hands, Thank you for your feedback! Thank you for being our customer already 6 years and for your loyalty! We want to apologize about the inconvenience caused, we are really sorry about the time you wasted to search for a router. We want to assure you that it's not our practice, but exception. We hope to meet your requirements and expectations next time as we are always trying to serve our customers in better way! Kind Regards, Top Rent A Car

Ivan Stoimenov Ginov

Bulgaria

23.03.2018

Service rating:

bad

Staff rating:

average

Отношението на въпросния господин Симеон бе надменно и невъзпитано. Не отделяше изчерпателна информация и през цялото време парадираше колко бил зает и , че не съм бил единствен клиент.
Тодор бе бърз изряден и коректен. Информацията и услугата която получих от него бе задоволителна и на ниво

Time to pick-up/drop-off:

good

Car rating:

excellent

Would you recommend us:

yes no

Artin Agop Kaldzhiyan (4-5 bookings)

England

15.03.2018

Service rating:

bad

Twice booked cars with Top Rent a Car and each time no one was at the terminal to meet me. Second time was even worse as I wrote an email to booking department with dates and timings for landing on my flight in order to avoid further delays and still no one was there so I have to call twice the office and after 45 mins waiting I was picked by the company van. The driver wasn’t polite at all and none of the team members has given me apologies. I want to mention that on my return journey the overall experience was good due to the fact that the employee at the time provided an excellent service. Price wise is ok due to the lowest deposit!

Staff rating:

average

Istead of offering me water which is free anyway just show respect to customers by giving the apologies. Need training how to deal in certain situations! It’s called problem solving
Well done. Need promotion to drive the team!

Time to pick-up/drop-off:

average

Car rating:

good

Would you recommend us:

yes no

Top Rent A Car:

Dear Mr. Kaldzhiyan, Thank you for your feedback! We always try to provide fast and efficient services to our customers. We are sorry that you had to wait that extra time. We want to assure you that this is not our work style. Few days ago, we opened a new office at Terminal 1, soon we will have an office at Terminal 2 for our customer's convenience. We highly respect all of our customers and try to provide them with professional service. Some attitude different than that is not tolerate from our management and we will take all needed measures in order to deal with it. Please, accept our apologies. We hope to meet you again in the future in order improve your opinion about our service! Kind regards, Top Rent A car

Tatiana Filippova (1 booking)

Russia

12.03.2018

Service rating:

bad

Добрый день, претензий к машине нет, выдали нормально, а вот при возврате машины до сих пор не вернули депозит. 400 лево не понятно , где. Пишу на электронный адрес, ответа так же нет. Возврат машины был 10 марта, деньги 12 марта так не поступили. Вопрос где депозит?

Staff rating:

good

Time to pick-up/drop-off:

average

Car rating:

good

Would you recommend us:

yes no

Top Rent A Car:

Уважаемая Татьяна, Спасибо, что поделились с Вами своими впечатлениями. Надеемся, что успели решить проблемму с Вашим банком и он освободил сумму. Пожалуйста, имейте ввиду, что отдель "Customer Service" работает с понедельника по пятницу и поэтому не успели ответить Вам во время выходных. Будем ждать Вас опять в Болгарию. С наилучшими пожеланиями, Команда Top Rent A Car

Petrus Filippus Van Den Berg

Netherlands

03.03.2018

Service rating:

bad

We had to wait a long time for bus to pick us up. Then a long time before an agent turned up. Then the documentation took very long, due also to the computer wiping all details after which we everything had to be filled out again. Meanwhile the car was not warming up, so later had to be cleared from snow and the windows de-iced. We drove away more than two hours after arriving! Staff was very friendly though!

Staff rating:

good

Time to pick-up/drop-off:

average

Car rating:

good

Would you recommend us:

yes no

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