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Customer reviews
Rating
91.5 %
from 657 reviews from verified customers
Rewiews by nationality:
(9578)
(1741)
(1543)
(1480)
(463)
(435)
(388)
(313)
Latest reviews:
H****** K**** H*****
(1 booking)
United Kingdom
11.07.2026
Service rating:
bad
we arrived at 11.30 pm to drop the car as agreed in the contract. Your agent was in the airport to get customers & just arrived, so I told him can you drop me to airport, he answered; I have 2 customers it will be after an hour, I said I don't want to loose my flight & his answer you can walk to airport.
it was 12 midnight I have one large bag & 2 smaller ones & I am 72 years old , I said I can't do it I don't know the area.
2ndly we met with another 2 senior citizens in your office who brought them from airport, they were very upset that they have been waiting for him for 35 minutes as told by them.
Staff rating:
average
Time to pick-up/drop-off:
average
Car rating:
excellent
Would you recommend us:
yes
no
Christopher Mark Huggon
(over 6 bookings)
United Kingdom
30.04.2026
Service rating:
bad
I have been renting cars from here for about 4 years without a problem but because I broke a wheel cap I was charged €190 with admin charge of €60 which I think is very excessive won’t use again ☹️
Staff rating:
good
Time to pick-up/drop-off:
good
Car rating:
excellent
Would you recommend us:
yes
no
S**** J**** M****
(4-5 bookings)
United Kingdom
02.03.2026
Service rating:
bad
Disappointed that I was charged a fee for returning the car this makes no sense and a poor hidden cost that's unjustified.
Staff rating:
good
Time to pick-up/drop-off:
average
Car rating:
average
Would you recommend us:
yes
no
Yosif Nikolaev Anchev
(over 6 bookings)
United Kingdom
19.11.2024
Service rating:
bad
I had not used Toprentacar’s services for a few years and I had stopped entirely because of the ridiculous stickers on the cars, while I had been more than happy with everything else. This time however, I am finding the service significantly bad. Here are a few points:
1. No desk in Terminal 1. If I knew, I would have not rented the car at all.
2. Customer contact barriers. Phone service is automatic with dialling choices and badly prepared agents responding. Customer service on this point - none. Just for comparison, your competitors have met me at T1 after calling me after plane landing, despite stated pick-up point at T2. The customer care here is demonstrated at so many levels. I guess torrents car is now too big to care, which is a common phenomenon where managerial skills are lacking.
3. Remote pick-up point. Now this is bad - some remote field in the mud, where you can be taken to by a shuttle which is badly communicated so at first you don’t know where to collect, until you find out about the shuttle, and then you waste ages being taken to the place (respectively- from). Additional fee for terminal pickup is just a joke - not only it shouldn’t be paid, but this whole messing about with shuttles should be apologised for.
4. Car. Immaculate condition, indeed, but this Citroen C3 has horrendously bad acceleration as it lacks power and this is with me alone in the car with no luggage. I cannot imagine how you’d overtake a slow vehicle if the car is full. I will avoid C3 in future.
5. Drop off is not at the place where it says, but the next office. This caused me confusion and time waste.
The only side that has not changed is the customer service received at the pickup/drop off. The agent was absolutely brilliant.
I hope this has been useful
Staff rating:
excellent
Brilliant service, world-class customer care
Brilliant service, world-class customer care
Brilliant service, world-class customer care
Time to pick-up/drop-off:
very bad
Car rating:
very bad
C3 - only for in-town in Sofia.
Would you recommend us:
yes
no
Mark Kiddy
(2-3 bookings)
United Kingdom
08.08.2024
Service rating:
bad
The actual agent who delivered and collected the car was polite and courteous .However when the vehicle was collected it had picked up a scratch on the plastic wheel trim which I explained to the agent,I was charged £112 GBP to replace a single wheel trim which is a ridiculous cost for a plastic trim,I also paid extra for insurance which apparently reduced this figure.Come on be reasonably to your customers this has put me off using Top Rent.I have hired several vehicles in the past but feel I have been exploited financially.
Staff rating:
average
Time to pick-up/drop-off:
good
Car rating:
good
Would you recommend us:
yes
no
B***** M******
(2-3 bookings)
United Kingdom
13.06.2023
Service rating:
bad
Your service ranged from Excellent to Poor…pickup excellent…problems with car and how dealt with, very poor. The car itself was excellent apart from basic tyre safety being ignored - very poor.
Staff rating:
average
Friendly and great service. Sold us extra insurance to cover all eventualities, which unfortunately, was not followed through by your technical support or customer service team. I am trying to claim back my costs for having to replace an unsafe tyre.
I appreciate that Svetoslav was very busy and under pressure when I returned my car one day early, but customer engagement seems not to be a priority for him. I had tyre problems with the car and for safety, had to renew a tyre having had this authorised by Keiro (spelling?) by phone in technical support. The problem was assumed to be mine alone by Svetoslav but I inherited the tyre problems when I picked up the car. He was off-hand and I found him to be rude. I witnessed other customers experiencing the same abrupt, unfriendly service from him.
I appreciate that Svetoslav was very busy and under pressure when I returned my car one day early, but customer engagement seems not to be a priority for him. I had tyre problems with the car and for safety, had to renew a tyre having had this authorised by Keiro (spelling?) by phone in technical support. The problem was assumed to be mine alone by Svetoslav but I inherited the tyre problems when I picked up the car. He was off-hand and I found him to be rude. I witnessed other customers experiencing the same abrupt, unfriendly service from him.
Time to pick-up/drop-off:
average
Car rating:
very bad
Check not only body-work for scratches, dents, etc but also the condition of the tyres, including the spare which was found to be unsafe for use. Replacing a tyre is not normally something I would expect to do during a 10 day rental agreement.
Would you recommend us:
yes
no
Adrian Howard Chubb
(over 6 bookings)
United Kingdom
08.04.2023
Service rating:
bad
The Hyundai car I rented was fundamentally dangerous when I took the car. After 15 minutes I got a warning of underinflation in a/some tyre. The car was bouncing about and I thought the suspension was not right. I checked the tyre pressures and three of the four tyres were inflated to four times the recommended tyre pressure. The fourth tyre was slightly under the recommended level. I took the car to a tyre centre in Samovodene, near Gorna Oryohvitsa where they reduced the tyre pressures to the recommended levels and repaired the puncture to the fourth tyre. After that the car handled normally and the suspension issue was not evident. This is the first time I have had a problem with a Toprentacar hire after probably ten previous hires.
Staff rating:
good
She did note my concerns about the state of the car when I hired it
Time to pick-up/drop-off:
good
Car rating:
very bad
The tyre pressure issue made me concerned about the checks prehire as someone signed for the technical checks. My previous experience with Toprentacar has been positive
Would you recommend us:
yes
no
Paul David Crawford
(4-5 bookings)
United Kingdom
08.01.2023
Service rating:
bad
First of all we arrived ready to collect our rental car. Filled out forms and showed my license. Then was told we had to get insurance for the car. I explained I had already paid for full insurance when I had booked the car back in 24.09.2022. Car Group: Hyundai I20 or similar Booking Reference Number: 669535774.
Nickolay got very agitated and insisted we were not covered if we had an accident saying it would be difficult to claim if we did have an accident. By this time we had a long line of people behind us. We were made to feel that we would not be able to have the car without taking out further insurance. This cost us another £106.27 which we did not budget for and affected our holiday plans. Other people in the line heard this and said that was unfair. Another person said this happens every time you book on the wizzair portal, you should use top rent car website. Maybe this should be made more clear to customers. I will be going to the Ombudsman about this.
Staff rating:
very bad
Time to pick-up/drop-off:
average
Car rating:
bad
Would you recommend us:
yes
no
K**** P**** R****
(1 booking)
United Kingdom
12.10.2022
Service rating:
bad
Staff rating:
bad
Time to pick-up/drop-off:
bad
Car rating:
good
Would you recommend us:
yes
no
Thomas James Finch
(1 booking)
United Kingdom
27.08.2022
Service rating:
bad
We were charged €25 for the fuel tank not being 100% full on return.
When we collected the vehicle we were told the fuel tank was 100% which it wasn’t!! The fuel was not even 80-90% on collection.
Just another way to make money from your customers, not sure if I’d use your service again! I will also tell friends and family who use your service to be aware of this.
Staff rating:
average
Friendly person but told us the fuel tank was 100% full when it wasn’t.
No additional comments.
No additional comments.
Time to pick-up/drop-off:
average
Car rating:
excellent
Ford custom is a great vehicle for a big family. Lots of room for luggage in the rear & plenty of space for the family.
Would you recommend us:
yes
no
