Avis des clients

Évaluation

94.6 % à partir de 1985 avis De vrais clients

Critiques par nationalité:

Commentaires par emplacement:

Dernières évaluations:

Jemma Nicole Webb

England

21.11.2023

Évaluation du service:

very bad

Hidden charges, damaged vehicle, poorly trained staff

Évaluation du personnel:

very bad

Rude and obnoxious
Accused me of damages I didn't cause

Temps de charge/retour:

bad

Évaluation des voitures:

good

Do not rent from this company - con artists

Recommanderiez-vous:

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

Stephen Oliver

England

02.11.2023

Évaluation du service:

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.

Évaluation du personnel:

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.

Temps de charge/retour:

bad

Évaluation des voitures:

excellent

Good car ... bad return

Recommanderiez-vous:

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

K********* A*** R*** A**** (1 réservation)

England

17.09.2023

Évaluation du service:

very bad

Évaluation du personnel:

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.

Temps de charge/retour:

very bad

Évaluation des voitures:

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.

Recommanderiez-vous:

yes no

C***** B***** (1 réservation)

England

24.08.2023

Évaluation du service:

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

Évaluation du personnel:

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

Temps de charge/retour:

average

Évaluation des voitures:

average

USE ANOTHER COMPANY NOT THIS ONE!

Recommanderiez-vous:

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

Évaluation du service:

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

Évaluation du personnel:

bad

Did not make me happy
Did not make me happy

Temps de charge/retour:

excellent

Évaluation des voitures:

very bad

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

Recommanderiez-vous:

yes no

A***** B****

England

12.06.2023

Évaluation du service:

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

Évaluation du personnel:

very bad

Theif
Scandalised company.

Temps de charge/retour:

very bad

Évaluation des voitures:

very bad

Recommanderiez-vous:

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 réservations)

England

24.02.2023

Évaluation du service:

very bad

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

Évaluation du personnel:

average

Temps de charge/retour:

good

Évaluation des voitures:

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.

Recommanderiez-vous:

yes no

Miroslav Hristov Bogdantsaliev (4-5 réservations)

England

24.02.2023

Évaluation du service:

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.

Évaluation du personnel:

average

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

Temps de charge/retour:

average

Évaluation des voitures:

good

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

Recommanderiez-vous:

yes no

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

England

29.10.2022

Évaluation du service:

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.

Évaluation du personnel:

bad

Temps de charge/retour:

average

Évaluation des voitures:

average

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

Recommanderiez-vous:

yes no

Darren Russell (4-5 réservations)

England

27.10.2022

Évaluation du service:

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.

Évaluation du personnel:

very bad

Child seat missing
Unable to process refund for missing days.

Temps de charge/retour:

excellent

Évaluation des voitures:

excellent

Great car if you dont have children,

Recommanderiez-vous:

yes no

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