Customer reviews

Rating

94.2 % from 20321 reviews from verified customers

Rewiews by nationality:

Rewiews by office:

Latest reviews:

Thijs Risselada

Netherlands

24.07.2018

Service rating:

bad

Staff rating:

average

We have noticed there have been more cases like ours: clients getting full insurance yet you making them pay for damages anyway, because they did not notice it and/or report it to you. This might be a company rule under Bulgarian law, but it shows poor customer service to not inform people about this, but hold them responsible nontheless. Stanimir should have told us: "Contact the company in all cases of suspected damage", instead of "Call us when you have an accident". Then, we could have tried to notice the damage and report it. But this way, it caused a lot of confusion and unnecessary problems. We hope you will improve this in the future.
Dmitro tried to help us, even though the rules he had to work with are unclear and unfair.

Time to pick-up/drop-off:

average

Car rating:

good

Would you recommend us:

yes no

Jason Ruffell (2-3 bookings)

England

03.06.2018

Service rating:

bad

We booked wifi at the time of booking which was on the 21/01/18. We booked this as our daughter would be in the middle of revising for her exams at school so knew that she would need internet access. Upon arrival and getting the car I was advised that there was no internet devices available as they were all out. I advised that I had pre-booked one and was told that they are subject to availability. This seems strange that as you have had my booking since 21st January you could not have one available. The car also did not have a full tank of petrol and we were told that it was marked on the form but that the tank was full and it was a glitch on the fuel gauge that was common on the Citroens. This was not the case as when I filled up the car it fuel gauge clearly showed full. I filled the car up twice, once when leaving Bansko for the journey back to Sofia and then a short distance from the airport to return the car. On both of these occasions the fuel gauge showed a full tank so there was no glitch with the gauge, the tank was not full. I had to spend the first day of our holiday sorting out internet due to the one that I had booked not being available. I have now got a internet solution in place that I can rely on so I would also like to cancel the wifi internet from my upcoming bookings as it is not required. I have clicked no to recommending your service to a friend based on this rental alone. I have rented in the past and not experienced any issues which is why I have already made bookings in the future, hopefully these will not be like this one.

Staff rating:

good

Viktor was friendly and polite.
Polite, professional and friendly. Speedy service. Thanks.

Time to pick-up/drop-off:

good

Car rating:

good

The aircon in the car was poor.

Would you recommend us:

yes no

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

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