Customer reviews

Rating

94.4 % from 2249 reviews from verified customers

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Latest reviews:

Graham Roy Jones (4-5 bookings)

England

07.07.2019

Service rating:

bad

Having paid for full protection insurance on car hire 168euro, to be told on return of car that I had to pay for scratches to wing mirror and to paint chips on underside of front bumper, all of which I had no knowledge of !!!, according to your site agent that I should have phoned to tell you about above damage, am I supposed to get on my hands & knees to inspect for any damage every time I use the car, I thought I only had to inform you if I damaged the car or had a road accident, if your agent had told at time of car pick up that to ring in if any damage was noted even if I was not involved in an accident I think it was lost in translation !!! I am so furious and will not be using your car hire company ever again. G. Jones.

Staff rating:

average

Time to pick-up/drop-off:

average

Car rating:

good

Would you recommend us:

yes no

Sandra Elizabeth Allatt (4-5 bookings)

England

17.02.2019

Service rating:

bad

Good car and good value. However, bad experience when returning car. Agent was unable to unblock deposit on credit card before I left which I am unhappy about. I hope this has now been resolved. Also long walk to Terminal with luggage in cold weather.

Staff rating:

bad

Helpful and friendly manner. However, Agent said we could return car to T1 but failed to arrange this which caused problems.
Agent was rude and unhelpful, saying we would have to take the car to T2 because his colleague had made a mistake. His manner was unacceptable. He eventually agreed to accept the car but said it would cause him a big problem.

Time to pick-up/drop-off:

good

Car rating:

excellent

Would you recommend us:

yes no

Boyan Iliev Mitov

England

24.09.2018

Service rating:

bad

docoments for the crossborder hasant bean made , evan i sand my datails 2-3 weeks earley

Staff rating:

good

Time to pick-up/drop-off:

average

Car rating:

excellent

the price goo up evry year

Would you recommend us:

yes no

Andrew Robert Lindsay (1 booking)

England

29.07.2018

Service rating:

bad

This is the third time we have used Toprentalcar have had no problems before now ,we had a flat tyre I phoned toprentalcar who stated get it fixed and we will refund the charge as u have full cover,we found a tyre shop I had the tyre fixed at a charge of 20 Lev obtained a bill ,when I returned the car toprentalcar thay refused to pay ,saying thay could charge me 100 lev so I was lucky wil not rent from this company again

Staff rating:

average

Great pick up very good service can not fault,Lyuben very helpfully with advice on how to get to Sinemorets very good all round.This is the
Kristin was the most unhelpfull person I have every met ,I got the tyre fixed for 20 lev ,all he kept saying was I can charge you 100 lev,the full cover seems to be not worth the extra money shall use a better company next time

Time to pick-up/drop-off:

good

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

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

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

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

Robin David Gray (4-5 bookings)

England

23.01.2018

Service rating:

bad

Waited over 1 hour for collection from terminal despite 2 phone calls to office...............Then had to walk from terminal 1 to car collection point. Not happy at all and no satisfactory explanation from office staff. After walking to collection office the courtesy bus sat in the compound ................! NOT GOOD SERVICE !!!! Normally I get good service....................! Be good to hear from Top Rent what went wrong ? Regards Robin

Staff rating:

bad

Time to pick-up/drop-off:

average

Car rating:

good

Would you recommend us:

yes no

Nikolay Ivelinov Petrov

England

11.01.2018

Service rating:

bad

Обслужването беше окей , но колата беше далеч от добре , доста често използвам вашите услуги и винаги съм бил доволен от колите , но този път останах разочарован , чекът на колата светеше още като я взех , задните свдалки бяха мръсни , наподобяваше все едно нещо беше разлято върху тях , при скорост 150км в час волана почваше да трака , надявам се при следващата кола,която ще наема да не се сблъсквам с подобни проблеми

Staff rating:

good

Time to pick-up/drop-off:

excellent

Car rating:

very bad

Would you recommend us:

yes no

Top Rent A Car:

Уважаеми г-н Иванов, Благодарим Ви за обратната връзка. Вашите забележки са предадени към техническия ни отдел и са отстранени. Моля, имайте предвид, че максимално допустимата скорост съгласно ЗДП в България е 140 км/ч. Винаги можете да разчитате на нас за бъдещи резервации. С най-добри пожелания, Екипът на Top Rent A Car

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