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Reviews from independent websites
Customer reviews
Rating
94.2 %
from 20295 reviews from verified customers
(8595)
(2239)
(1616)
(1524)
(1330)
(414)
(392)
(357)
(282)
Latest reviews:
Ivo Manoev
(1 booking)
Bulgaria
28.01.2024
Service rating:
very bad
Здравейте,първо оказа,че платих две пълни застраховки🤔(една през сайта,и една директно към вас),второ платих 50 евро,че съм пушил в колата.Сметнете си колко екстра платих,и ще разберете, колко съм доволен.Пръв и последен път ви бях клиент1😡
Staff rating:
very bad
Time to pick-up/drop-off:
good
Car rating:
excellent
Would you recommend us:
yes
no
Mhd Hashem Takriti
(1 booking)
Syrian Arab Republic
05.01.2024
Service rating:
very bad
I have a deal to pickup and return the car to the airport, the agent informed me that deal is with third party not with us. So I went to pickup the car from toprent head office which was so bad for me.
Then I have paid twice for car full protection, as per the agent that third party full protection is not acceptable.
Total extra payment was 38€
18€ for full protection
20€ fees to return the car to head office
This was very bad experience for me
Staff rating:
bad
I have a deal to pickup and return the car to the airport, the agent informed me that deal is with third party not with us. So I went to pickup the car from toprent head office which was so bad for me.
Then I have paid twice for car full protection, as per the agent that third party full protection is not acceptable.
Total extra payment was 38€
18€ for full protection
20€ fees to return the car to head office
This was very bad experience for me
I have a deal to pickup and return the car to the airport, the agent informed me that deal is with third party not with us. So I went to pickup the car from toprent head office which was so bad for me. Then I have paid twice for car full protection, as per the agent that third party full protection is not acceptable. Total extra payment was 38€ 18€ for full protection 20€ fees to return the car to head office This was very bad experience for me
I have a deal to pickup and return the car to the airport, the agent informed me that deal is with third party not with us. So I went to pickup the car from toprent head office which was so bad for me. Then I have paid twice for car full protection, as per the agent that third party full protection is not acceptable. Total extra payment was 38€ 18€ for full protection 20€ fees to return the car to head office This was very bad experience for me
Time to pick-up/drop-off:
average
Car rating:
good
I will not recommended as I had a bad experience with policy and fees clarity
I have a deal to pickup and return the car to the airport, the agent informed me that deal is with third party not with us. So I went to pickup the car from toprent head office which was so bad for me.
Then I have paid twice for car full protection, as per the agent that third party full protection is not acceptable.
Total extra payment was 38€
18€ for full protection
20€ fees to return the car to head office
This was very bad experience for me
Would you recommend us:
yes
no
Top Rent A Car:
Dear Mr. Takriti,
Thank you for Your feedback.
We were surprised to learn that You were disappointed with Your experience with our company, as we always strive to provide only the highest quality services.
We would like to provide a little clarity to the conditions You described. When clients book a car through our partners, we act only as intermediaries providing the service that You have booked and act on the information received by the partner, including when it comes to the location of the car pick-up.
As for additional coverage, we must clarify that it is optional and we do not oblige clients who already have coverage or insurance to enter into mandatory coverage with us. The only thing that we always explain to our clients is that in the event of damage if the client needs to cover the costs of repairs, we assist clients in providing Protocols, invoices, photographs so that they can receive their insurance funds with our partners.
We hope that this information was useful to You and that You will return to use our services in the future.
Kind regards,
Top rent a car 
Asen Asenov Levov
(2-3 bookings)
Bulgaria
27.11.2023
Service rating:
very bad
Колата беше с летни гуми, въпреки че от 15-ти ноември е редно да бъде със зимни. Придвижването беше трудно и бях таксуван за закъснение.
Staff rating:
average
Time to pick-up/drop-off:
good
Car rating:
excellent
Would you recommend us:
yes
no
Top Rent A Car:
Здравейте г-н Левов,
Благодарим Ви за подадения сигнал.
Моля, свържете се с нас по имейл customer.service@toprentacar.bg за да направим проверка по Вашия случай. Благодарим Ви! - Top Rent A Car
Jemma Nicole Webb
(1 booking)
England
21.11.2023
Service rating:
very bad
Hidden charges, damaged vehicle, poorly trained staff
Staff rating:
very bad
Rude and obnoxious
Accused me of damages I didn't cause
Accused me of damages I didn't cause
Time to pick-up/drop-off:
bad
Car rating:
good
Do not rent from this company - con artists
Would you recommend us:
yes
no
Top Rent A Car:
Dear Mrs. Webb,
Thank you for taking the time to share your feedback regarding our services. Our customers’ feedback is important for our improvement. In response to your narrative, we would like to address some key points that were not mentioned.
The charges were related to an Unauthorized Border Crossing and the return of the vehicle with a damaged tire. We understand your dissatisfaction and we assume that the taxes imposed were the reason for your negative review. However, it is important to note that our rules and regulations are clearly stated in the Terms and Conditions on our website and in the rental agreement.
We would like to clarify that rentals outside Bulgaria request prior approval, as indicated in our policies. Additionally, our customer service department operates 24/7, and customers are advised to contact us whenever they face any issues during their rental period to receive prompt instructions on the necessary actions. Regrettably, the damaged tire on your returned vehicle was not reported to us, hindering our ability to address the situation in a timely manner.
We are sorry to learn that your rental experience did not meet your expectations, however we have strict rules and regulations, which we follow expecting our clients to do the same.
Please do not hesitate to contact us if You need further assistance via email: customer.service@toprentacar.bg.
Kind regards,
Top rent a car
Edi Mari
(1 booking)
Israel
15.11.2023
Service rating:
very bad
Horrible service. I will warn all my colleagues and friends not to rent a car from you.
I purchased full protection for a period of 10 days,.when the car mirror was damaged, you insisted that I go to the police station and report the damage, even though I wasted hours at the police station, they insisted that only the car owner could file a complaint.
In addition, you asked me to pay insurance again for the same period that I already paid, which is a scam !!!! Last but not least, when I returned the car, the guy at the desk told me that I needed to pay an additional payment for the broken mirror cover, the same damage that I had already been charged for. I travel a lot and rent cars worldwide and this is the worst service I have ever received.
Staff rating:
very bad
Impatient
Impatient, lacking knowledge, he could not explain why I should pay for the same damage twice.
Impatient, lacking knowledge, he could not explain why I should pay for the same damage twice.
Time to pick-up/drop-off:
average
Car rating:
excellent
Would you recommend us:
yes
no
Top Rent A Car:
Dear Edi Mari,
We are sorry to hear that you were not satisfied with the services of our company. We always strive to provide our customers with the highest quality of service. Regarding the tax, please note that the amount you were charged is for returning the vehicle with missing left mirror cover. As You know, Top Protection does not cover losses, but damages on the exterior.
When You contacted us to report about the road accident with another vehicle, You have already left the scene of a road traffic accident and to get the correct assistance we always encourage our clients to contact us immediately whenever they face any issues during their rent. For this purpose our Customer service team operates 24/7.
All the information we have described above is publicly available on our website and does not carry any hidden connotations. You can read it at any time, as we never aim to deceive our customers. We hope that you will change your mind about us and decide to use our services more than once. We wish you a successful day and a good working week!
Top rent a car
S******** C****** K*******
(2-3 bookings)
Germany
13.11.2023
Service rating:
very bad
You want to find reason to charge extra. Long waiting times. Absolutely no go to book ever again with you
Staff rating:
very bad
Time to pick-up/drop-off:
average
Car rating:
good
Any car that is not rented out by this company
Would you recommend us:
yes
no
Svetlomir Emilov Kolev
(1 booking)
Bulgaria
08.11.2023
Service rating:
very bad
Наемането на кола се оказа изключителна драма. От полета отидох на гишето на летището, където служителят ми каза, че до 5 минути ще дойде шатъла на компанията и ще ме отведе в централния офис. След 15 минути чакане на студа, позвъних на телефона от сайта и служителката тепърва разбираше, че трябва да дойде шатъл, при положение, че имам предплатена резервация от предния ден, посочил съм час 17.30 а действието се развива вече в 18.15ч и съм посочил номера на полета си. Тя каза че до 10 минути ще дойде шатъл. След около 20 минути мина един шатъл леко намали и замина. Отново позвъних в офиса и служителката след като се свърза с шофьора на шатъла, ми каза че не бил ни видял и си тръгнал. Ние бяхме на точното място на което ни каза служителя от летището да бъдем, освен това съм посочил телефона си за връзка и не мога да приема, че шатъла ще дойде, няма да спре и да ни изчака или да ми позвъни. Както и да е след 55 минути чакане на студа дойде друг шатъл, който ни отведе в офиса. Служителите там нямат никаква вина и смятам, че това е липса на всякаква организация от ваша страна. За малко да забравя, колата беше с измита стелка на багажника, която беше цялата във вода и не можехме да си сложим куфарите там, защото щяха да се намокрят целите. След това загубихме още около 10 минути докато един от служителите ви намери как се настройват лампите в купето да светят при отворени врати. За съжаление наемам кола от вас за пръв и последен път.
Staff rating:
average
Time to pick-up/drop-off:
average
Car rating:
good
Would you recommend us:
yes
no
Top Rent A Car:
Здравейте г-н Колев,
Благодарим ви, че споделихте вашето преживяване с 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.
Вашата обратна връзка е много важна за нас и веднага ще предприемем необходимите стъпки, за да разберем какво се е случило и как можем да подобрим нашите услуги. Нямаме намерение да оставим такива ситуации без внимание.
Благодарим ви за подадения сигнал. Надяваме се, че все пак ще ни предоставите възможност да ви обслужим отново и да получим възможност да подобрим мнението Ви за нас.
С уважение,
Top rent a car 
Mariya Stoyanova
(4-5 bookings)
Bulgaria
03.11.2023
Service rating:
very bad
Колата която взех под наем на 26.10.23г. беше в неизправност!!! ☹️🙄☹️ Имаше проблем и светеше жълта сигнална лампа на таблото на колата ( ! ). Накараха ме да спирам и да сверявам налягането на гумите на колата и после да изчистя грешката на таблото. Направих го! После им се обадих, че чувам шум ( свистене) от дясна задна гума, беше ми отговорено, че това е лагер, но да не се притеснявам, да продължавам да я карам така!!! Другият проблем беше в накладките на предните гуми, най вече на дясната! Не ми повярваха на обажданията, 3 дена се възмущавах, повтарях им, че е лудост да се кара тази кола. Докато накрая не ме пратиха на сервиз и ме оставиха часове наред да чакам за решението им. Никога повече не бих взела кола от тях и не, няма да ги препоръчам на близки и приятели.
Staff rating:
average
Момчето беше любезно!
Няма достатъчно информация, къде да бъде паркирана колата на летището. Попитах и ми бе отговорено, че мога да оставя колата където е удобно за мен, а накрая ме накараха да си заплатя таксата за паркинга ☹️
Няма достатъчно информация, къде да бъде паркирана колата на летището. Попитах и ми бе отговорено, че мога да оставя колата където е удобно за мен, а накрая ме накараха да си заплатя таксата за паркинга ☹️
Time to pick-up/drop-off:
good
Car rating:
very bad
Не вземайте кола под наем от тази компания!
Would you recommend us:
yes
no
Top Rent A Car:
Здравейте г-жо Стоянова,
Благодарим Ви за обратната връзка. Съжаляваме да чуем, че този наем не е минал спрямо очакванията Ви. В настоящия момент се извършва проверка по Вашия случай и колегите ни от отдел "Обслужване на клиенти" ще се свържат с Вас в най-краткия срок. Благодарим Ви за търпението. С Уважение, Top rent a car
Aneliya Dimitrova Dimitrova
(1 booking)
Bulgaria
02.11.2023
Service rating:
very bad
Staff rating:
average
Вълко беше любезен и си свърши работата добре, когато вземахме колата, докато при връщането имахме големи проблеми с другия служител.
Върнах колата в изрядно състояние, дори измита и изчистена. Заради този некомпетентен служител, на който му отне повече от 40 минути, щяхме да изтървем полета си. Многократно влиза и излиза, и обикаля колата, докато накрая"намери"драскотинка по таса на джантата. Заяви ми, че 400€ ,които платих за пълна застраховка на колата, не покриват драскотината на таса и ни взеха 100€ за това. По-късно получих имейл с разписката, където пишеше:"ЗАГУБЕН ТАС"!!! Такава наглост не бях чувала през живота си! С лъжа и измама бизнес не се прави!
Върнах колата в изрядно състояние, дори измита и изчистена. Заради този некомпетентен служител, на който му отне повече от 40 минути, щяхме да изтървем полета си. Многократно влиза и излиза, и обикаля колата, докато накрая"намери"драскотинка по таса на джантата. Заяви ми, че 400€ ,които платих за пълна застраховка на колата, не покриват драскотината на таса и ни взеха 100€ за това. По-късно получих имейл с разписката, където пишеше:"ЗАГУБЕН ТАС"!!! Такава наглост не бях чувала през живота си! С лъжа и измама бизнес не се прави!
Time to pick-up/drop-off:
average
Car rating:
good
Would you recommend us:
yes
no
Stephen Oliver
(over 6 bookings)
England
02.11.2023
Service rating:
very bad
So unhappy 🙁 after 15 rentals I have just been treated in the most terrible way. When I collected the car 4 weeks ago at 11.00pm (in the dark) I was told there were many small bodywork defects but I was not concerned as I had never had an issue with your company.
I did notice a couple of very small indentations the next day in the sunlight but again I was not concerned as you had always been honest.
But on returning the car the young lady was most rude insisting we had damaged the car and reducing my wife to tears!
You may have unjustly taken many hundreds of euros from us but it will cost you much, much more as not only will we never use your company again we will ensure all our friends, family and social media contacts will learn of your dishonest practices.
Staff rating:
very bad
Never showed us round the car (I.e. the defects)
See above comments.... needs more customer service training........ very rude and rule bound but unable to explain the 'rules' ... I am sure she is trying to do her job but the lack of flexibility and refusal to allow access to more senior management along with her lack of empathy for customer's causes much distress.
See above comments.... needs more customer service training........ very rude and rule bound but unable to explain the 'rules' ... I am sure she is trying to do her job but the lack of flexibility and refusal to allow access to more senior management along with her lack of empathy for customer's causes much distress.
Time to pick-up/drop-off:
bad
Car rating:
excellent
Good car ... bad return
Would you recommend us:
yes
no
Top Rent A Car:
Dear Mr. Oliver,
Thank You for Your feedback.
We truly value your loyalty as a regular customer, and the fact that you've had 16 previous rentals with us without any issues is a testament to our commitment to serving you to the best of our ability. We want to reassure you that our company has no intention of unjustly taking money from our clients, as it is not our practice to do so. We have always strived to maintain trust when serving our customers.
Your description of the interaction with our staff is concerning, and we want to assure you that this is not the level of service we aim to provide. We are deeply sorry for any distress caused to you and your wife during the return process. Our team members are learned to adhere to certain guidelines and standards to ensure the safety and quality of our vehicles, but it is equally important for us to approach such situations with empathy and understanding.
We genuinely regret the possibility of losing you as a valued customer, as we have always held you in high regard. While we have our strict rules in place to maintain the quality and integrity of our service, we hope that you might reconsider your decision and give us another opportunity to serve you in future.
Wish You to have a nice day!
Top rent a car 
