Nigel John Oleary (2-3 bookings)

Ireland

03.09.2022

Service rating:

very bad

Can’t imagine our opinion matters. Tracker in the car without informing us, dispute any charges Airport Police are called to intimidate and threaten your travel plans credit card details written on paperwork and held GDPR guidelines breached cars not cleaned between hires COVID guidelines ignored

Staff rating:

bad

Left out relevant detail of tracker use on cars
Very rude demanding we clean car ourselves ie shake car mats out etc, smart tone came across as aggressive and rude

Time to pick-up/drop-off:

average

Car rating:

good

The car hire this year was more than triple the cost then previous years for less service

Would you recommend us:

yes no

Dave Woods (2-3 bookings)

Ireland

02.09.2022

Service rating:

very bad

Dreadful

Staff rating:

bad

Time to pick-up/drop-off:

good

Car rating:

bad

Would you recommend us:

yes no

Theodore Metodiev Poumpalov (1 booking)

Belgium

15.06.2022

Service rating:

very bad

Колата беше доставена с повече от 1 час закъснение (поръчана за 11:30 часа, получихме я в 13:00 часа) и не беше с пълен резервоар (шофьорът обясни, че "не е имал време да зареди колата"). Беше много бавно обслужването както и при взимането, така и при връщането на колата, и в двата случая нямаше никакво съдействие при рекламацията за забавянето на доставянето на колата (+1 час чакане!) и без никаква компенсация за това, че резервоара не беше пълен когато получихме колата (а беше върнат пълен както пише по договор). Последно имаше леко ожулване на пласмата на бронята на колата, което беше оценено като "дълбока драскотина".

Staff rating:

very bad

Много голямо забавяне и бавно обслужване при попълване на документите + постоянно говорене по телефона, което още повече забави предаването на колата.
Много чакане за връщане на колата и без никакво съдействие за търсене на компенсация за това, че колата не беше доставена навреме и без пълен резервоар (отговор: "случва се").

Time to pick-up/drop-off:

very bad

Car rating:

good

Would you recommend us:

yes no

J**** V******** S******* (1 booking)

Sweden

05.06.2022

Service rating:

very bad

Далече от терминалите! Лош Път. Нецивилизовано, мръсен офис и тоалетни без хартия и сапун. Лоша комуникация между служителите. Стари злополуки по колата се приписват на клиенти които имат пълна застраховка. Причини? Може да се досетите сами вариантите са много.застрахователнатя компания е време да се събуди. За мен това беше 1 и последен път да използвам услугите на тази кампания.

Staff rating:

average

Бързо и професионална обслужване.
Никаква комуникация или информация кв какво състояние е колата при предаването. Открива грешка която преписва на наемателя без никакви предварителни или задълбочени разследвания…нали наемателят има застраховка?! Не разбрах това подготвено ли беше ? Не мисля да използвам компаниятя за напред.

Time to pick-up/drop-off:

good

Car rating:

excellent

Използвайте други рента Кар компании на летище София.

Would you recommend us:

yes no

A*** F**** I**** (over 6 bookings)

Netherlands

10.05.2022

Service rating:

very bad

I believe I haven't been informed sufficiently about parking gate card and parking rules at Sofia airport while pick-up the vehicle. When I leave airport after pick-up vehicle, parking card was taken away at gate when I leave airport. When I return the vehicle, I arrived to Sofia Airport around 4:30 in the morning and I get in parking area with regular ticket since I had no longer parking card. I handed-over vehicles keys to drop-off agent Mr. Svetoslav around 8:30 in the morning ( I had a reservation till 17:00) since I had flight . He asked me to pay parking ticket. I disagreed and I told him I won't pay because I haven't been informed about parking rules at Sofia airport. According to me it is final destination of car and it's company's responsibility. Moreover I have been witnessed that other customers who arrived at the same time to airport got into parking area by using parking card , not via regular ticket. This is far away from standard service quality between customers. I discussed long with Drop-off agent and he told me customer service will send me e-mail and deduct money from my deposit. He didn't unlock my deposit and I had to catch my flight. That's way I had to leave. Kindly note that I request full-deposit refund since everything was good with car.

Staff rating:

very bad

I haven't been informed sufficiently about parking gate card and parking rules at Sofia airport while pick-up the vehicle.
He is arrogant, rude and has no customer satisfaction mentality. He intentionally made me waited without solution and intention to solve since he knew that I was needed to catch my flight.

Time to pick-up/drop-off:

good

Car rating:

average

Would you recommend us:

yes no

Top Rent A Car:

Dear Mr. Idriz, Thank you for your detailed review. Please, note, that free airport parking, included in the rental price is only for pick up and drop off proccess. Meanwhile if you need to park rented car at the Airport parking during your rent, you need to pay for this service to the airport staff. If you were returned the keys and the documents, just on time, you entered Terminal 2, this cost would be covered by us. We are sorry, that there was a misunderstanding, but our colleagues act according to the Rental Agreement and you were charged for parking ticket from your deposit. The rest of amount will be unblocked automaticaly.

Wouter Joren Marees (over 6 bookings)

Netherlands

25.04.2022

Service rating:

very bad

I’m a frequent customer but when you bring your car back a few hours late they will make a big problem and let you pay for a complete day extra. I understand when you book a time you have to bring it back around that time, but there is no difference in the payment if you book a later time when reserving the car. So they just charge you a day extra for no reason. Therefore u advise To anyone who wants to book a car, just select the latest hour possible (+23 hours for each day) so you will not have to pay a big fine. If you bring it back earlier there is no problem. Very bad loyalty program. You shouldn’t threat customers like this after booking multiple cars over the last years with top rent a car.

Staff rating:

average

Fast service
No idea how to handle a loyal customer

Time to pick-up/drop-off:

excellent

Car rating:

excellent

T-roc is a super good car for Bulgarian roads.

Would you recommend us:

yes no

Top Rent A Car:

Dear Mr. Marees, Thank You for your feedback. We are glad that you liked bran d new T-Roc. Please, note that it is very important to point exact time for taking and returning the car. All our proccesses and logistics are based on the information we receive from our customers. We value each of our client and can not afford any delay in providing our services to other customers. We are sorry if this caused an inconvenience for You. We want to assure you that all our rental terms about late returns are clearly stated in the rental agreement. We will be very glad to see you again as our returning customer. Take care.

M**** L**** (1 booking)

United States

17.04.2022

Service rating:

very bad

They charge you exorbitant additional costs based on terms and conditions that are provided only in Bulgarian, and conditions that were never mentioned whatsoever at the time of reservation or pickup. Would not recommend renting from this company.

Staff rating:

bad

Did not mention very important aspects of terms and conditions and instead provided paperwork only in Bulgarian.

Time to pick-up/drop-off:

good

Car rating:

good

Would you recommend us:

yes no

Top Rent A Car:

Dear Customer, Thank you for taking the time to share your experience with us. We are very sorry to receive such a negative review. Please have in mind that during the pick up the agent explains all the important aspects according to the contract and they are underlined and marked on it. There is a link and QR code in every contract by which you can check the terms and conditions in English. We hope to see you again and to assure you that next time you will have a better experience with us. Have an awesome day!

Christina Faergemann Lind (4-5 bookings)

Denmark

17.04.2022

Service rating:

very bad

Staff rating:

bad

Time to pick-up/drop-off:

bad

Car rating:

excellent

Would you recommend us:

yes no

Top Rent A Car:

Dear Ms. Lind, Plaese share with us what was not according to your expectations and what was that you didn't like. You can contact us on customer.service@toprentacar.bg. Thank you in advance!

Taner Yusuf Syuleyman (1 booking)

Belgium

10.01.2022

Service rating:

very bad

1.Макар че бях заплатил за заменяшта кола такава не ми беше предоставена. 2.При връщане на колата в паркинга платих за паркиране.

Staff rating:

bad

Платих му за паркинг

Time to pick-up/drop-off:

good

Car rating:

average

Would you recommend us:

yes no

Top Rent A Car:

Уважаеми г-н Syuleyman! Благодарим Ви, че отделихте времето си за да оставите оценката след наем на автомобила. Съжаляваме за ситуацията, възникнала по време на Вашия наем. Искаме да ви информираме, че влизането на паркинга е само с карта, коята е предоставена на всички наши клиенти. Моля, обърнете внимание, че при проблем с паркинга и други въпроси можете да се обърнете към клиентската ни поддръжка, която работи 24/7 за да се реагира на Вашият случай и да получите съдействие възможно най-оперативно. Надяваме се да ви видим отново! С уважение, Top Rent A Car Customer service

Serdar Tohum (1 booking) Turkey

11.12.2021

Service rating:

very bad

not enough information before delivery of car. And now i am responsible for a rope.it’s not the matter pf subject, it’s the matter of behavior

Staff rating:

bad

He did well
Extremely bad. maybe he is responsible for delivery and final check, but he forced himself to find some errors to be able to charge and he succeeded

Time to pick-up/drop-off:

good

Car rating:

average

Is it a rental car or you are using them as advertisng tool

Would you recommend us:

yes no

Top Rent A Car:

Dear Mr. Tohum, Thank you for taking the time to write the feedback. We apologize for the inconvenience you had. Please note that our advertising stickers of the vehicle are standard for every vehicle and you can see the photos on our web-site. Our customer service will contact You as soon as possible after the detailed investigation of the case. Kind Regards, Top Rent A Car Customer Service

M**** M**** (over 6 bookings)

14.09.2020

Service rating:

very bad

Staff rating:

average

Time to pick-up/drop-off:

good

Car rating:

very bad

Would you recommend us:

yes no

Jadviga Flueckiger (1 booking)

Switzerland

13.09.2020

Service rating:

very bad

Car rental itself was fine but we faced completely inexistant "customers mindset". We've had a small impact on the car's boot. We called the company immediately but our error was that we didn't go directly to the police (was not feasible in that moment). When we did it 2 days later, responsible at TOP declared that he will not accept coverage under insurance and that he will charge us for repair , whatever the damage is. Indeed, when we gave back the car, drop-off agent declared that for such small trace there will be no charge but after calling his boss, he had to charge us 130€ because this last one decided so (even before seeing the damage pictures). This is a pure thief and inexistent customer's delight service. For reminder: we took 2 week lease with the full insurance for >640€. We will probably never rent again at TOP. Pity , knowing that I will often rent in the next 2 years that I will leave in Sofia.

Staff rating:

good

Quick and efficient. Could be little bit more smiling.
Kind and helpful . He declared that the damage was minor and will not be charged to us. Then was obliged to apply decision of his superior who decided to charge us even before seeing the damage.He was clearly not comfortable with the situation.

Time to pick-up/drop-off:

good

Car rating:

good

Whatever happens , call immediately the police , otherwise TOP will decline any insurance coverage and will steal you (no other word for it).

Would you recommend us:

yes no

Todor Rangelov Gerovski

18.08.2020

Service rating:

very bad

Най-ужасnoто преживяване, което някога съм имал с рент а кар. Никога повече няма да взема кола от вас - отнасяте се отвратително с клиентите и ги лъжете. След като си купих пълна застраховка, ме таксувахте със 240 лв, за паркинг щета, за която не бях разбрал и се е случила докато съм бил в колата изобщо.

Staff rating:

bad

Супер злобна, заядлива и непрофесионална и некомпетента. Ако не я уволните, скоро ще останете без клиенти. Не само, че се държа група и отвратително е супер некомпетента - даде ми да подпиша друг договор и явно след като е разбрала грешката си се е подписала на моя договор напълно неправомерно.

Time to pick-up/drop-off:

bad

Car rating:

very bad

Would you recommend us:

yes no

Philip Iorwerth James (1 booking)

30.07.2020

Service rating:

very bad

not renting again from you guys

Staff rating:

good

Time to pick-up/drop-off:

good

Car rating:

average

Would you recommend us:

yes no

G***** K***** V****** Cyprus

20.11.2019

Service rating:

very bad

It's just more then worse service . I got a fine 50 euro for smoking in the car. is not a any notice about this its book online all paid when we arrive we got a map to go to find the car

Staff rating:

excellent

Time to pick-up/drop-off:

good

Car rating:

excellent

Would you recommend us:

yes no

Mantas Zilinskas

Lithuania

17.10.2019

Service rating:

very bad

I had rezervation, in reception i told that i ll go to romania. and i was charged 50eur. All good i agreed and i was happy of that. Wasnt very comfortable, that i had to come next day to airport and take green card, i had change my plans to go to Romania and had to stay in Sofia. I came next morning, took a green card but also had to wait 1 hour. so all plans was changed of my trip. This was buissness trip. a lot of meetings. When i finished my meeting in romania it was 14 October. i was in TImisoara Romania. google maps showed me the fastet road to sofia through Serbia. I looked at green card and saw that SRB also is in green card. So i took this road, i was really fast just crosed Serbia in 3hours and thats all. When i came to drop off car i wanted to say that i crossed boarder and i want to pay a money of other country crossing. Of course i understand my fault, i could call to client service and ask about that. But i just looked at green card and took desicion to go and pay in drop of time. But when i came, i didint even a second to say this, guy started to shout on me that i crossed boarder i made big mistake and i ll be charged of deposit. I think it is not good support. I hope you ll take care of that and i ll be not chages of deposit. i can pay of second cauntry crossing fee. I believe we will find friendly solution. We are big company, having buisnes in all Europe and we want continue renting cars from you. Waitting you answer.

Staff rating:

average

Very nice and friendly guy, client service was in high level.
didint explained me any situation. just that i ll be charged of deposit. wasnt polite, and didint had any arguments, just told i have to pay. was angry and liudly.

Time to pick-up/drop-off:

average

Car rating:

excellent

Would you recommend us:

yes no

Varouzan Arakelian Cyprus

29.04.2019

Service rating:

very bad

Staff rating:

bad

The worst service I've ever had with rent-a car company. He made us pay for two tiny dents on the roof of the car which we had nothing to do with. Since the dents were on the roof, during the pick-up we did not pay attention to them, and as a result, were told it was our fault which resulted in 230 EUR fine. No proper photos of the roof, showing its undamaged state, were produced to us. Since the car was rented through Autoeurope aggregator, and we had purchased their insurance, Top Rent decided to use this and get some money out of us, since we are supposed to get reimbursed by AutoEurope anyway. This incident happened on 26 April on Friday evening, and to-date I have not yet received correct paperwork (they sent me the invoice for the wrong amount and the statement not specifying the type of damage we paid for). The staff was not helpful or accommodating, they only cared about getting the money out of us; nothing was properly explained, they just kept on pushing for money. The worst experience I've ever had; stay away from them

Time to pick-up/drop-off:

average

Car rating:

average

Would you recommend us:

yes no

A******** S****** (1 booking)

Switzerland

13.01.2019

Service rating:

very bad

Staff rating:

excellent

Time to pick-up/drop-off:

excellent

Car rating:

very bad

That car was misconfigured.

Would you recommend us:

yes no

G******* P**********

Greece

31.12.2018

Service rating:

very bad

Staff rating:

very bad

The day when we take the van in details she didn't put the problem in the middle seats ( the right ) it's doesn't work because it have problem . We are together and also two more mens from your company . She told me fo sure he right in the contract .I am very upset.
Today when I bring the van at first he say to me why you bring here and where is the blue card . Explain because nobody gives me blue card for parking and they told me to bring here. After we go to check the van everything was perfect but we try to open again the right sea from the middle and we can't put again and we left down. She told me you broke that and we can't give you back the guarantee deposit. I try many many times to explain but she didn't want to understand. I said to her go back to see you it's not broken , it is unblocking. She says no. Then I took the keys ( off course because I yelled the police come ) and we go to the van again with Elena and three police officer I put with my friend the seat an I saw her how it's work and in never broken. Many many times I said to her to just call the previous girl ho give us the van and explain about this seat. VERY DISASTER EXPERIENCE. I travel a lot but first time I have these treatment.

Time to pick-up/drop-off:

average

Car rating:

excellent

Would you recommend us:

yes no

J**** S***** K******** (2-3 bookings)

Finland

08.10.2018

Service rating:

very bad

Your office was very difficult to find, there was many customers at same time and long lines to wait. I made before hand express booking, but it does not worked. There was no info of mine in data base (I´m cold member), the car was not ready, the rooter dos not work and so on

Staff rating:

bad

There was some one else

Time to pick-up/drop-off:

average

Car rating:

good

Would you recommend us:

yes no

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