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Reviews from independent websites

Customer reviews

Rating

94.7 % from 1961 reviews from verified customers

Rewiews by nationality:

Rewiews by office:

Latest reviews:

K********* A*** R*** A**** (1 booking)

England

17.09.2023

Service rating:

very bad

Staff rating:

very bad

I rented the car for 18 days and paid a lot of money for cross boarding fee too however the customer service was very very bad, they did not tell me about the Asian and European part of the Turkey and must pay a fee to cross the Asian part instead they decided to scam me as the customer as I have been the customer for the last 2 years. Very disgusting and disgraceful.
I rented the car for 18 days and paid a lot of money for cross boarding fee too however the customer service was very very bad, they did not tell me about the Asian and European part of the Turkey and must pay a fee to cross the Asian part instead they decided to scam me as the customer as I have been the customer for the last 2 years. Very disgusting and disgraceful.

Time to pick-up/drop-off:

very bad

Car rating:

very bad

I rented the car for 18 days and paid a lot of money for cross boarding fee too however the customer service was very very bad, they did not tell me about the Asian and European part of the Turkey and must pay a fee to cross the Asian part instead they decided to scam me as the customer as I have been the customer for the last 2 years. Very disrespectful and disgraceful. I would recommend your customers to not come back and I will show them and tell them about this story. More importantly the manager did not try to help or give discount me as a loyal customer, very shameful and disgraceful as a company.

Would you recommend us:

yes no

C***** B***** (1 booking)

England

24.08.2023

Service rating:

very bad

Kaloyan Manev lied to my face about my dog saying he told me when I picked up the car?? . He said he told me then about no animals in the car !! ABSOLUTE LIAR. My dog is a support dog and is registered . My dog goes in a bag and I cleared the car of rubbish but there are a few hairs on the floor and Seat. I took a photo and he wants 50 euro to clean ONE seat. I went to the police and they said ask if you can clean the seat but he refused. I am in Bulgaria 17 years and a regular client of rent a car but it’s disgusting service

Staff rating:

very bad

This man lied to my face. The police suggest I offer to clean car .. my home 5 minutes away and I could hoover the hairs but he refused. What do you do is small children are in the car ?? Make a penalty of 50 euro
He should be reprimanded for lying. Why would I take my support dog if he said this in pick up? You should tell clients to clean the car themselves

Time to pick-up/drop-off:

average

Car rating:

average

USE ANOTHER COMPANY NOT THIS ONE!

Would you recommend us:

yes no

Top Rent A Car:

Dear Mrs. Barton, Thank you for taking the time leave Your feedback about our services. From our part, we would like to clarify few important aspects that you did not mention in your narrative. To begin with, the rules of our company allow the transportation of pets in our vehicles, but only in specially designated cages. You were informed about that at the beginning of the rental and it is clarified in details in terms of the contract that you signed. Upon your return of the car in your presence, it was found that this condition was not met, the interior of the car was very dirty, full of wool and with wet spots on the back seat, which makes it absolutely unsuitable for subsequent use by other customers. Please note that we are very meticulous about providing cars to our customers in perfect clean condition, and after your rental, this vehicle has to pass deep cleaning and disinfection which will take several days as we need to bring the car to the same high standard as we provided it to you. The collected fee does not cover either the costs for cleaning and disinfection or the days of the car's stay. We understand that you are frustrated by the sanctions imposed and this is most likely the reason for your negative review, but we encourage you to put yourself in the shoes of other customers, especially with children, health conditions and allergies who will have to rent a car after your use. We hope for your understanding, as our goal is not to charge our clients without regulation, but to offer a high quality of service so that everyone is satisfied and comes back to us again. We remain available for further communication by email: customer.service@toprentacar.bg. Best regards, Top rent a car

Ben Eric Hillman

England

06.07.2023

Service rating:

very bad

The car was difficult to drive. The clutch would only bite when all the way at the top and had 46k on it. I went back to ask for another car or another C3 but was refused and said it's not possible because I have signed. I drove another C3 to compare and it was a lot better to drive but not offered it as an alternative In the end I was told there was no alternative so I returned the car 30mins after pickup They did not want to make me happy and kept telling me nothing is possible Customer lost

Staff rating:

bad

Did not make me happy
Did not make me happy

Time to pick-up/drop-off:

excellent

Car rating:

very bad

Please test the car before agreeing to it. The Citroen C3 isn't a good car

Would you recommend us:

yes no

A***** B****

England

12.06.2023

Service rating:

very bad

Paid to go to turkey and got turned around at border. Border control said they had many problems with this rental car company. Returned car and they started to refuse deposit £1500 because of bird muck. They are a scam company BE WARNED DO NOT USE

Staff rating:

very bad

Theif
Scandalised company.

Time to pick-up/drop-off:

very bad

Car rating:

very bad

Would you recommend us:

yes no

Top Rent A Car:

Dear Mr. Bryce, We kindly ask you not to spread false information about our company, as we know and you confirmed in our office that you were not admitted to Turkey not because of the documents that our company provided, as they were completely fair, but because of your driver's license. It is only your responsibility to check which personal documents you need to cross the border. All documents for the car were in perfect order and the car could safely drive to the territory of Turkey. We understand that such situations and abrupt changes in plans often have a negative impact on the overall impression of the trip. But, we ask you not to shift your personal responsibility and not to blame the company for problems with your personal document, and not with the documents for the car. We remain at the disposal for further communication by email: customer.service@toprentacar.bg. Sincerely, Top rent a car

Miroslav Hristov Bogdantsaliev (4-5 bookings)

England

24.02.2023

Service rating:

very bad

We were charged a full day rent for two hours delayed return!

Staff rating:

average

Time to pick-up/drop-off:

good

Car rating:

good

The price is topped up if there is a delay of the return although it is clearly obvious that the company is not loosing money from the delay (the car was just parked in the company car park). Also the so called “full cover” is not an insurance and if an accident happen the customer is charged for almost all damages. None of this is clearly communicated at the time of booking and could cause huge inconvenience and charges which the customer pays.

Would you recommend us:

yes no

Miroslav Hristov Bogdantsaliev (4-5 bookings)

England

24.02.2023

Service rating:

very bad

I had to take a shuttle from the airport to the office of Top Rent a Car to collect the people carrier van. Also I had to return the van to the office not to the airport terminal. This was not communicated clearly at the time of booking and is extremely inconvenient. There were other people on the office returning cars and were really unhappy of this and shared that will not use this company again. The flights departure time was changes and was two hours later than the original booking. For two hours delayed return we were charged a full day rent! In the same time the van was just parked at the office and clearly wasn’t causing a loss from r the company. I paid the so called “Top Protection” which I thought it it was full insurance cover (Kasko). Someone damaged the van when it was parked at a parking space. We reported this to 112 and were told that none will come to the place ot the accident (usually the police would come but it was too small for them to come). I was advised by 112 and Top Rent a Car to go the local Police office and ask for a document from the police. I was told be the police that they do not issue any documents in this occasion. Surprisingly because I was not able to provide a document from the police (which clearly didn’t exist as procedure!) the top cover we had didn’t cover almost any of the damages. Long story short, we were told that the total cost to us is 1,900 levs but the management decided to charge us only the deposit amount which was 1,000 levs. It was utterly disappointing experience for me and my twelve guests from England. If it was clearly communicated before booking that the car needs to be collected from a different place than the airport we would not use this company. Also we would preferred to pay for a proper full insurance if we were not misled that we are “fully covered” and we are paying for something g that is not an insurance. Unfortunately I as well as any of the people with me will not use or recommend this company in the future.

Staff rating:

average

The staff did what they were supposed to do.
The staff did what they were supposed to do

Time to pick-up/drop-off:

average

Car rating:

good

The van was relatively new and clean. However it was manual gears and basic model.

Would you recommend us:

yes no

V***** B*****

England

29.10.2022

Service rating:

very bad

1 hour wait as there was no supervisor at the desk despite telling them the time of arrival. Imagine waiting with 3 little kids wife travelling all day. Also, we wanted cross border and they could not make the document before Monday. This was Saturday. Upon returning the car, we were charged €300 for crossing the border.

Staff rating:

bad

Time to pick-up/drop-off:

average

Car rating:

average

Ground clearance is low. In Bulgaria city roads aren't great for low ground clearance

Would you recommend us:

yes no

Darren Russell (4-5 bookings)

England

27.10.2022

Service rating:

very bad

Child seat was missing on collection, was asked to return next day which was not possible. Was promised a delivery in 24 hours but took 5 days. Refused refund for missing days, was unable to travel and do family stuff due to lack of seat. Booster seat was also in 2 pieces and unsafe. The worst service ever renting a car in more than 20 years.

Staff rating:

very bad

Child seat missing
Unable to process refund for missing days.

Time to pick-up/drop-off:

excellent

Car rating:

excellent

Great car if you dont have children,

Would you recommend us:

yes no

L******* F******* (1 booking)

England

19.09.2022

Service rating:

very bad

Be aware. Collected the car at 15:30pm to return in a week at 6am. Flight delayed and nobody was there them spoken on the phone to add an extra day and they charged for 2 more days still same day at 14.30pm. Still ahead of time if return on parking was until after 15.00pm.

Staff rating:

bad

Helpfull but not sensible.
Incoherent

Time to pick-up/drop-off:

good

Car rating:

good

Would you recommend us:

yes no

Malcolm Harbour

England

18.09.2022

Service rating:

very bad

Too much form filling and selling of insurance. The process was ridiculously long

Staff rating:

very bad

I was charged £40 excess because there was a small amount of sand in the car. This was non- negotiable.
I don't think it was this guy but I was charged unreasonably. I will take this service and extra charges into account when booking again.

Time to pick-up/drop-off:

average

Car rating:

good

Would you recommend us:

yes no