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Customer reviews
Rating
94.0 %
from 14083 reviews from verified customers
Rewiews by nationality:
(9604)
(1761)
(1543)
(1489)
(467)
(436)
(391)
(315)
Latest reviews:
D**** G**** B********
(1 booking)
United States
16.01.2024
Service rating:
bad
Staff was hardly there and didn't explain things well.
Staff rating:
bad
Didn't give clear instructions. No one showed us to the car.
Never saw him. The desk was closed in the middle of the day and we hadn't been given any drop off instructions.
Never saw him. The desk was closed in the middle of the day and we hadn't been given any drop off instructions.
Time to pick-up/drop-off:
average
Car rating:
excellent
Would you recommend us:
yes
no
Top Rent A Car:
Dear Mr. Bendixsen,
Thank You for Your feedback!
If for any reason you have experienced unfriendly behavior from the staff or have not been treated properly, please email us on customer.service@toprentacar.bg and include your reservation number so we can assist you. Our customer's comfort and professional service is very important to us and your comments help us to improve the quality of services every day.
Thank you in advance for your assistance!
We hope, that this inconvenience did not influence Your trip negatively and You could still enjoy Your vacation with our brand new vehicle.
We wish You to have a successful day and hope to see You again in future.
Kind regards,
Top rent a car 
David Dror
(2-3 bookings)
Israel
12.01.2024
Service rating:
bad
The order I made was for a class of car, I didn't plan to get an electric car
And even if I do get an electric vehicle - it should have a charge of 300 km, not 100 km with difficulty
It made us stop on each side of the drive for at least 40 minutes to charge the car, it was just a nightmare!!
Staff rating:
bad
We asked him to change our vehicles to normal vehicles, not electric ones
Unfortunately he did not agree
The representative received us in an unpleasant manner
The representative received us in an unpleasant manner
Time to pick-up/drop-off:
good
Car rating:
very bad
Would you recommend us:
yes
no
Top Rent A Car:
Dear Mr. Dror, We are sorry to hear about inconvenience you experienced during your recent car rental through our website. We understand that the electric vehicle provided did not meet your expectations in terms of range, causing disruptions in your journey. We would like to confirm that our website provides detailed information about each vehicle, including specifications such as the electric vehicle's range. We encourage our customers to review this information carefully before finalizing their reservation to ensure that the chosen vehicle aligns with their specific needs and preferences. In situations like yours, where a customer encounters unexpected issues with the rented vehicle, we encourage immediate communication with our customer support team. Unfortunately, providing assistance at 1:30 at night poses significant logistical challenges, as our operations primarily revolve around reservations made in advance during regular business hours.
If you have any further concerns or would like to discuss your experience in more detail, please do not hesitate to contact our customer support team.. We are here to assist you and ensure your future rental experiences meet your expectations.
Best regards, Top rent a car 
O***** O******* S******
(4-5 bookings)
Bulgaria
19.12.2023
Service rating:
bad
надменно и неуважително и на двамата служители, разо4арован съм от отношението и няма да наемам от вас коли пове4е.
Staff rating:
bad
надменно и неуважително и на двамата служители, разо4арован съм от отношението и няма да наемам от вас коли пове4е.
надменно и неуважително и на двамата служители, разо4арован съм от отношението и няма да наемам от вас коли пове4е.
надменно и неуважително и на двамата служители, разо4арован съм от отношението и няма да наемам от вас коли пове4е.
Time to pick-up/drop-off:
average
Car rating:
good
Would you recommend us:
yes
no
Top Rent A Car:
Уважаеми г-н Стоилов,
Благодарим Ви за обратната връзка и за подадения сигнал! Като лоялен клиент, Вие знаете, че ситуацията, която описвате, не съответства на високия стандарт на обслужването, към който винаги се стремим. Ще направим обстойна проверка по вашия случай. Вече предадохме цялата информация на отдел "Качество и контрол" и ще бъдат взети сериозни мерки. Надяваме се, че тази ситуация не повлия негативно на вашето пътуване и сте успели да се насладите на пътешествието си с нашата нова кола. Съжаляваме за причиненото неудобство и ще се радваме да ви видим отново. Пожелаваме Ви хубав ден!
Top rent a car 
Zlatan Georgiev Petrov
(over 6 bookings)
Bulgaria
28.11.2023
Service rating:
bad
На 25.11 при кацането ми в София колата не беше налична. При предварителна поръчка и платена пълната сума мисля че трябва да сте се подготвили с колата и тя да е на летището. А да не ми се налага да я чакам да я докарат от незнайно къде. Разбирам, че времето беше много лошо в София, но при предварителна резервация и заплатена цяла сума мисля че е нормално колата да е на летището. Оценката ми за Методи е 12 от 10 максимални. Наложи му се на момчето да ми каже 4 5 пъти още 10 мин 😆😆😆. Благодаря ви за услугата и този път, но останах с лек горчив вкус. Всичко най-хубаво!!!
Staff rating:
good
Отлично
Time to pick-up/drop-off:
average
Car rating:
bad
Would you recommend us:
yes
no
Top Rent A Car:
Здравейте г-н Петров,
Благодарим Ви за подадения сигнал и се извиняваме за причиненото неудобство. Вие сте наш редовен клиент и Вашата обратна връзка е много важна за нас.
Пожелаваме Ви хубав ден и успешна седмица!
С Уважение,
Top rent a car
Georgi Ivanov Mandradzhiev
(4-5 bookings)
Bulgaria
05.11.2023
Service rating:
bad
За трети път наемам кола от вас и бях изключително доволен до сега. След промените които сте въвели, достъпът до вашия шатъл с повече багаж е доста труден защото шофьора спира до пешеходен остров отдалечен от главния тротоар. Ние бяхме 4 човека с 2 големи сака и 4 раници, якета и бустер седалка. Също и в офиса за наемане, (оценявам че бяха доста заети). Багажа ни беше метнат на прашната земя пред офиса и когато спрях там с наетата от вас кола, всички от шофьор до пазач ме подгониха че преча. Значи аз като клиент трябва да се съобразява с тяхния комфорт, а не те с моят. Дадохте ми сравнително модерно превозно средство но с обикновен ключ което нарушава комфорта на клиента
Staff rating:
bad
В предвид че имате различна локацията за вземане и връщане на автомобилите, аз изрично попитах Стефан дали мога да върна колата в 3:00 сутринта преди крайния срок. Неговия отговор беше"няма проблем, работим 24ч" ,но не ме уведоми за допълнителната такса от €24 за връщане през нощта. Приемам, че е написано във вашите условия, но мисля че е важно и той можеше да ме информира,при положение че аз повдигнах темата. Тъй като при предишния ми опит с вас и" Low cost", не съм имал подобен опит, аз не знаех.
Направи всичко възможно да защити колегата си и сомпанията.
Направи всичко възможно да защити колегата си и сомпанията.
Time to pick-up/drop-off:
good
Car rating:
average
Прекрасен "customer service". Добри автомобили, но смятам че може да се направи малко повече за удобството на клиентите
Would you recommend us:
yes
no
Top Rent A Car:
Здравейте г-н Мандраджиев,
Благодарим Ви за обратната връзка. Мнението на нашите клиенти е много важно за нас!
Съжаляваме, че новите промени в процеса на наемане и връщане на автомобилите не отговарят на вашите очаквания и се извиняваме за неудобствата, които това е причинило. Разбираме важността на комфорта и удовлетворението на клиентите. Ние предлагаме два различни начина за взимане на нашите автомобили под наем: взимане от летище след доплащане на допълнителна такса или взимане от офис. Това се дължи на завишението на летищните такси и наемите от страна на наемодателите (летищата). За да задържим ниските нива на цените и да продължим да предлагаме най-добрата услуга на най-добрата цена, се налага да предприемем промени в обслужването ни.
Относно недоразумението свързано с таксата за връщане на автомобила в по-късен час, съжаляваме, че не бяхте информиран за нея предварително. Ще разгледаме начините да подобрим комуникацията с клиентите относно допълнителните такси и разходи.
Ценим вашия лоялен принос като клиент и вярваме, че с вашата обратна връзка можем да работим за подобрение на нашите услуги. Обещаваме, че ще предприемем действия, за да предоставим по-добър и гладък опит на нашите клиенти в бъдеще.
Отново се извиняваме за причинените неудобства и се надяваме, че ще имаме възможността да надминем очакванията Ви при следващия наем. Ако имате допълнителни въпроси или забележки, не се колебайте да се свържете с нас на customer.service@toprentacar.bg.
Благодарим ви за разбирането и проявеното търпение!
С Уважение,
Top rent a car
Konstantin Seryozhov Kostadinov
(over 6 bookings)
Bulgaria
05.11.2023
Service rating:
bad
Staff rating:
excellent
Time to pick-up/drop-off:
good
Car rating:
bad
Would you recommend us:
yes
no
Genadi Petev Iliev
(over 6 bookings)
Bulgaria
03.11.2023
Service rating:
bad
It was the only car available at the airport. The car is from your SUV range ,but was sold to me as a Premium car.
With my discounts it supposed to cost me 58Euro per day. It was more and your customer service could not explain why.
An old car, with 112000+ km and many body damages should not be sold as Premium and at that price. You should not charge out of hours drop off fee, if no one is present and I have to go to Arrivals to drop the keys and document in a box.
Staff rating:
good
He was alone at the airport, but managed to provide excellent service with a smile.
I have only talked with her over the phone. She did not know my drop-off location and was not present at T1.
I have only talked with her over the phone. She did not know my drop-off location and was not present at T1.
Time to pick-up/drop-off:
excellent
Car rating:
bad
Would you recommend us:
yes
no
Top Rent A Car:
Dear Mr. Iliev,
Thank You for Your feedback.
We understand your concern and sorry to hear, that You did not receive clarification regarding Your recent rent. Price per day for rent calculated by You is absolutely correct and it is described in the booking voucher which we have sent You by email. If you check Your voucher, You may see that price per day with Your 15% discount is exactly as You have stated. Rest of the payment is for Top protection which You have added on spot.
Please, do not hesitate to contact us for further information by email: customer.service@toprentacar.bg.
Kind regards,
Top rent a car
M***** J*** G**********
(over 6 bookings)
France
28.10.2023
Service rating:
bad
We got a flat tire on the highway, and called your on line service, very hard to get someone. We had to manage ourselves to get a new tire with the very kind help of the Petna pomocht.
Staff rating:
bad
Forgot to give us the keys
Time to pick-up/drop-off:
excellent
Car rating:
average
Would you recommend us:
yes
no
Top Rent A Car:
Dear Mr. Guimberteau,
Thank You for Your feedback.
We are sorry to hear that You've faced certain inconvenience during Your rent. In addition, as we may see in our system, You've got an assistance from our customer service department.
Our Technical support operates 24/7 for the convenience of our clients.
We hope that this situation did not influence on Your general impression about Your trip and will be glad to see you again in future and to get an opportunity to regain Your trust.
Please, do not hesitate to contact us if You need car rental services again.
Kind regards,
Top rent a car
Anatoli Kardiukov
(1 booking)
United States
24.10.2023
Service rating:
bad
1. The company charged me $100 for crossing of the Turkish border and issued a Power of Attorney. At the border I was held up for 2 hours and then was told by the Customs that I couldn't enter Turkey in a rental car because I didn't have a Bulgarian Identity Card. When I spoke with your representative in Sofia, he told me that my papers were in order and that "Turkish people make up things" at the border. Nevertheless, my trip plans were messed up and I missed an important meeting.
2. When I picked up the car in Sofia, my representative mentioned "scratches on rim", but failed to indicate on the inspection sheet that scratches were on BOTH rims. When I was returning the car, another representative charged me 200 Euro for scratches on another rim, which had nothing to do with me.
Staff rating:
bad
Time to pick-up/drop-off:
average
Car rating:
average
Would you recommend us:
yes
no
Top Rent A Car:
Dear Mr. Kardiukov,
Thank You for Your review.
We take customer's feedback seriously and always strive to improve our services.
We understand your frustration regarding the situation at the Turkish border and the inconvenience it caused. It is important to note that we provide our customers with the necessary documents to ensure a smooth border crossing. However, we cannot take responsibility for your personal documents and actions taken by Turkish authorities, as they have their own requirements and regulations. We apologize for any inconvenience you experienced as a result of this issue.
Our representatives are trained to thoroughly inspect vehicles and document any damages. It is essential for customers to notify us of any issues or new damages during the rental period and provide police protocol, when necessary, as stated in our terms and conditions.
We will take your feedback into consideration as we continually work to improve our services and communication with our customers.
We hope that you will consider giving us another opportunity to serve you in the future.
Thank you for bringing these matters to our attention.
Kind regards,
Top rent a car
Steffen Laage
(over 6 bookings)
Germany
22.09.2023
Service rating:
bad
The infrastructure for electric charging in sofia is bad! If a car can not be returned with a full battery, there shouldn‘t be any additional fee!!!
If Top rent a Car wants to support electric driving and fight against climate change, such a fee should not exist!
Also the additional insurance is way to expensive!
Staff rating:
good
He was good. I just don‘t understand the additional fee to recharge an electric car.
Time to pick-up/drop-off:
good
Car rating:
excellent
If other customers want to use an electric car in bulgaria, they should really check the charging stadions uprfront. They are very rare!
Would you recommend us:
yes
no
