J***** M*** B*****

England

23.06.2023

Service rating:

average

Need more staff at airport, as TopRent is Mo's popular car hire but only two people on desk. It took nearly an hour to get keys for a pre-arranged collection. Also, after 5 days we received a call to say we needed to collect a new insurance certificate for car. This is not great as we had to waste time to collect from Nesaebar , as advised, bit when we arrived the documents were in Burgas!! Not good

Staff rating:

good

Time to pick-up/drop-off:

average

Car rating:

excellent

Would you recommend us:

yes no

Konstantin Lazarov (over 6 bookings)

England

26.05.2023

Service rating:

average

Повече от три години редовно взимам коли под наем от тази фирма и за първи път колата неотговаряше на описанието и на видеото и снимките, нямаше подлакътник , волана беше гумен и други дребни детайли, най вече бях резервирал тази кола заради подлакътника който го нямаше , колата ми беше дадена със скъсана чистачка която аз замених в първия ден и парите не ми бяха възстановени . Сложителите както винаги са любезни

Staff rating:

good

Time to pick-up/drop-off:

excellent

Car rating:

bad

Снимките не отговаряха на колата

Would you recommend us:

yes no

Top Rent A Car:

Здравейте г-н Лазаров, Благодарим за Вашето ревю. Ще се ангажираме да направим проверка по Вашия случай и ще се свържем с Вас в най-краткия срок. Благодарим за проявеното търпение! С Уважение, Top rent a car

A***** C********* (4-5 bookings)

England

02.03.2023

Service rating:

average

When ordering car the balance was in Euros when I the got to the cash desk they would not take euros. Not very good as I got euros of of the bank to pay balance

Staff rating:

average

Time to pick-up/drop-off:

excellent

Car rating:

excellent

Would you recommend us:

yes no

Top Rent A Car:

Dear Mr. Cullington, Thank you for your review. We would like to clarify that the prices on the web-site can be seen both in Leva and in Euros. However, the national currency in Bulgaria is Bulgarian Leva and any payment on the spot is accepted in this currency if You want to pay in cash. At the airport upon arrival there are currency exchange desks in several places for the convenience of everyone who arrives from abroad. We are very sorry that this caused you discomfort when picking up the car, but we hope that this situation did not affect your vacation. We wish you a nice day and hope to see you again!

Evelina Angelova Greig (1 booking)

England

19.02.2023

Service rating:

average

Staff rating:

good

Time to pick-up/drop-off:

average

Car rating:

bad

Would you recommend us:

yes no

Top Rent A Car:

Здравейте г-жо Григ, Бихме искали да направим проверка по Вашия случай. За целта, моля да ни изпратите допълнителна иформация за казуса на имейл customer.service@toprentacar.bg. Благодарим Ви! - Top Rent A Car

J*** R****** E******

England

09.02.2023

Service rating:

average

Staff rating:

average

Tiffany was lovely and very efficient, however it was a very grumpy and almost rude male who did the handover. If not prepaid we would have gone elsewhere. Seriously needs retraining. I have never complained about hire car staff before.
We didn’t realise our number plate was snow covered so had to go back out to pay and return after cleaning it, we should have been told that before returning that non Anpr recognition probably means dirty number plate ( upon pickup)

Time to pick-up/drop-off:

average

Car rating:

good

Corrolla held 3 adults and luggage.

Would you recommend us:

yes no

Top Rent A Car:

Dear Mr. Prescott, Thank you for your feedback. Could you please provide us with a little bit more information about your customer service experience on customer.service@toprentacar.bg? As we are always trying to provide the best car rental service and the professionalism of our staff is very important part of achieving our purpose. Thank you in advance!

S****** J**** R****** (1 booking)

England

02.10.2022

Service rating:

average

Picking up the car was very long, you don't give us a copy of all the scratches that were on the car...the tank was not full when we picked it up... When my husband returned the car he was very intimated by 4 people, the tank was just under as was when we picked it up, and was made to go back to the petrol station to fill it up...he was not happy... Very poor service when returning the car..

Staff rating:

bad

Very slow...
Was very rude about tank not full, but it wasn't when we picked it up..

Time to pick-up/drop-off:

bad

Car rating:

average

Would you recommend us:

yes no

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

England

16.09.2022

Service rating:

average

when the car was inspected at drop off, we were told the seat was stained in the front passenger and rear right passenger This was not the case - we had spilt nothing on the seats and hadn't even used the rear seats. Felt like extortion and completely made up in order to try and get us to pay more. This left a bitter taste at the end of our experience. Also no instructions for where to drop the car off

Staff rating:

bad

Said the seats were stained which was not true. Completely made this up and we had to argue to not be charged for this. Terrible customer service skills, very miserable when we dropped the car off.

Time to pick-up/drop-off:

excellent

Car rating:

excellent

Would you recommend us:

yes no

Plamen Valentinov Dimitrov (over 6 bookings)

England

07.08.2022

Service rating:

average

Служителя при връщане на колата беше недобре трениран. Коментира, че спуканата гума трябва да е същата марка като останалите. Заяви, че съм водач от доста дълго време и би трябвало да знам това. След консултации с колежката си и кол центъра се съгласи, че сменената гума е ок. След огледа на колата заяви, че е нов и не е сигурен че може да разблокира депозита. За сумата по фактурата каза, че щяла да се спира от депозита или нещо подобно и в Понеделник мениджър ще разгледа случая. Каза да се обадя на кол центъра ако има проблем. Качих се в офиса ви на терминала, където колегите ви разблокирахаха депозита и възстановиха сумата в брой. Общо взето малък проблем, но ме ядоса страшно много. Винаги си плащам пълна застраховка и разчитам, че няма да има подобни изпълнения при връщането на автомобила. Иначе всичко останало беше ок, каквто и обслужването от останалите колеги на място и по емайл/телефона. Колата също беше супер.

Staff rating:

average

Служителя при връщане на колата беше недобре трениран. Коментира, че спуканата гума трябва да е същата марка като останалите. Заяви, че съм водач от доста дълго време и би трябвало да знам това. След консултации с колежката си и кол центъра се съгласи, че сменената гума е ок. След огледа на колата заяви, че е нов и не е сигурен че може да разблокира депозита. За сумата по фактурата каза, че щяла да се спира от депозита или нещо подобно и в Понеделник мениджър ще разгледа случая. Каза да се обадя на кол центъра ако има проблем. Качих се в офиса ви на терминала, където колегите ви разблокирахаха депозита и възстановиха сумата в брой. Общо взето малък проблем, но ме ядоса страшно много. Винаги си плащам пълна застраховка и разчитам, че няма да има подобни изпълнения при връщането на автомобила. Иначе всичко останало беше ок, каквто и обслужването от останалите колеги на място и по емайл/телефона. Колата също беше супер

Time to pick-up/drop-off:

good

Car rating:

excellent

Would you recommend us:

yes no

W***** I*** C****** (4-5 bookings)

England

04.06.2022

Service rating:

average

Pick up time was specified but they failed to provide enough agents to deal with all customers, late at night we waited in 45 minutes queue to pick up ( that’s how long it took them to serve 3 people before us). We took full cover which was supposed to reduce our deposit by 50% but still full deposit was taken.

Staff rating:

bad

Dealt very slowly with customers. Didn’t provide agreement in English- in order to get a car we had to sign it in Bulgarian- language we don’t know.
On arrival we were told in an unpleasant tone and I quote: “ Get out of the car” we were with two kids after 6 hour journey, our little one was sleeping and we arrived 3 hours before the agreed drop off, we needed a minute to gather our stuff, so to be hurried to “get out” made us feel highly uncomfortable. Then we were charged 1/5 of 1 week car rental additionally for water being spilled in the car, which he classified as “ dirty interior”. Supposedly in the contract which we haven’t received in English. Overall general demeanour of this worker is very rude and inappropriate for customer service.

Time to pick-up/drop-off:

average

Car rating:

excellent

Because there is fabric interior, even the water marks show, so as long as the seats are not touched ( hahaha) you will be charged additional €50 for dry cleaning

Would you recommend us:

yes no

D***** S**** (4-5 bookings)

England

31.10.2021

Service rating:

average

Slow to bring car

Staff rating:

average

He was slow rude and not teady when we came
He was excellent very professional

Time to pick-up/drop-off:

average

Car rating:

excellent

Great little car Room for only 1 large case Which is all we needed

Would you recommend us:

yes no

Stoyan Mitkov Sariev

England

14.09.2020

Service rating:

average

Staff rating:

bad

The car tyres were not checked before I picked it up. I had a flat tyre 1 hour after I collected the car and I was charged €120 for this issue. My life was at risk, especially given the tyre got flat on the highway - in an attempt to be open and disclose the issue to avoid anyone else being in danger, I was still charged for something which I was not warned about.

Time to pick-up/drop-off:

good

Car rating:

average

Would you recommend us:

yes no

Jeremy Martin (1 booking)

England

15.02.2020

Service rating:

average

Hate the new desk at T1, bad signage, plus need to walk with luggage all the way to hire car park in bad weather.

Staff rating:

average

Guys need customer service training.
Guys need customer service training

Time to pick-up/drop-off:

average

Car rating:

average

Satnav out of date, had to use own Google maps.

Would you recommend us:

yes no

Stephen Roy Cunningham (1 booking)

England

21.01.2020

Service rating:

average

I booked a minivan and specified in the booking I wanted to collect from Terminal 1 at Sofia Airport at 8pm. This is a 24 hour location according to website. I emailed a few days before collection to again confirm T1 at 8pm and the reply was that the booking was confirmed. Upon arriving at T1, the kiosk was empty with a sign saying "Call this number and we'll come over to assist" Well they didnt come over, they sent a van from Terminal 2 tol collect us, which took around 30 minutes from the time we arrived to the time we were collected and delivered to T2. If I had been told, I would have got the taxi direct to T2 and saved my self time waiting in the freezing cold. I was told that the woman who I have been emailing (Hristina Ivanova) has made this mistake many times. Well I'm afraid that isnt good enough. What is going to be done abou this? It's not acceptable to either lie or just be that bad at your job. Processing the booking in the terminal was slower than expected, a customer arrived after me and was finished and on the way to the car park before me. The upside is that the rate was ok, the minivan was as expected and the check in process was flawless.

Staff rating:

good

Helpful but not paricularly quick
Welcoming, helpful, and quick, which was good as it was pretty cold in the car park!

Time to pick-up/drop-off:

good

Car rating:

excellent

Be advised that Terminal 1 is not a 24 hour location at Sofia Airport. Terminal 2 is 24 hour. If you're going to collect anywhere around 8pm despite booking for T1 you should expect to have to go to T2.

Would you recommend us:

yes no

Dimo Todorov Chimbov

England

14.01.2020

Service rating:

average

Staff rating:

good

Time to pick-up/drop-off:

good

Car rating:

average

Would you recommend us:

yes no

Beverley Sharon Clancey

England

14.07.2019

Service rating:

average

Over zealous inspection of the vehicle on return and we were charged for superficial scratches and told that we should not have driven off road. I did not drive off road but had to squeeze past parked cars in tight roads to reach our villa where brushing past bushes was unavoidable. This was not damage but superficial scratches which ordinary valeting should rectify and the additional charge of 270 euro was unjustified and insulting.

Staff rating:

average

Very helpful and friendly, even setting the sat nav for us
His attitude was condescending with him telling me that I should not drive off road when I did not!

Time to pick-up/drop-off:

average

Car rating:

excellent

Would you recommend us:

yes no

Martin Cosnett

England

13.05.2019

Service rating:

average

The car was delivered dirty, it should have been washed before renting it to a customer. The Card machine would not put my deposit back so at the moment I am 300 Lv out of pocket and waiting for my deposit money to be put back into my account.

Staff rating:

average

See above about deposit money

Time to pick-up/drop-off:

good

Car rating:

average

Let’s see how long it takes for my deposit money to be paid back. If this is done quickly I would recommend you to friends

Would you recommend us:

yes no

Yordan Georgiev Yordanov

England

26.01.2019

Service rating:

average

Improvements needed! 4 hours queue for 9 customers - of administrative tasks to getting the car. (Sofia Airport - Terminal 1) The car itself wasn’t ready for winter conditions- tires - which is putting drivers at risk. Staff is friendly but no one wants to take responsibility -“not my job” ; “nothing I can do” Място за подобрение! Четири часа опашка за 9 клиента - от административната длъжност до вземане на колата. Колата сама по себе си не беше готова за зимни условия - гуми; грайфери. Голям риск за всеки шофьор Персонала е дружелюбен, но никой не иска да поеме отговорност - “не е моя работа” ; “ нищо не мога да направя”

Staff rating:

good

Time to pick-up/drop-off:

average

Car rating:

bad

Would you recommend us:

yes no

Hilary Anne Kennard (1 booking)

England

04.01.2019

Service rating:

average

We don't like the new system of having to go to Terminal 1 when when we land in terminal 2. The old system meant much less carrying of luggage. There was no one to meet us at the airport on arrival and the TopRentACar desk was closed. Altogether, not such an enjoyable experience this time.

Staff rating:

average

Time to pick-up/drop-off:

average

Car rating:

good

Would you recommend us:

yes no

David Button

England

26.09.2018

Service rating:

average

Extremely long wait to pick up the car (lack of staff) Long wait to hand back the car (lack of staff) Staff were good once they were dealing with my Rental Vehicle was good quality and reliable.

Staff rating:

good

Good service, but an extremely long time to complete the pick up compared to other Varna Companies - i.e. Hertz, AVIS, Firefly
Good service, but a long time to complete the hand back compared to other Varna Companies - i.e. Hertz, AVIS, Firefly

Time to pick-up/drop-off:

bad

Car rating:

excellent

Competitive price, Quality vehicle and reliable.

Would you recommend us:

yes no

David Banks (1 booking)

England

31.07.2018

Service rating:

average

One hour overdue wait at end of rental with two young kids in hot sun.

Staff rating:

excellent

No problems
Not the agents fault that car return was late - just too busy.

Time to pick-up/drop-off:

average

Car rating:

excellent

Would you recommend us:

yes no

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