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94.3 % z 2226 opinii Od prawdziwych klientów

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Yosif Nikolaev Anchev (ponad 6 rezerwacji)

England

19.11.2024

Ocena usług:

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

Ocena personelu:

excellent

Brilliant service, world-class customer care
Brilliant service, world-class customer care

Czas na odbioru/zwrotu:

very bad

Ocena samochodu:

very bad

C3 - only for in-town in Sofia.

Czy poleciłbyś nas:

yes no

Mark Kiddy (2-3 rezerwacje)

England

08.08.2024

Ocena usług:

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.

Ocena personelu:

average

Czas na odbioru/zwrotu:

good

Ocena samochodu:

good

Czy poleciłbyś nas:

yes no

B***** M****** (2-3 rezerwacje)

England

13.06.2023

Ocena usług:

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.

Ocena personelu:

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.

Czas na odbioru/zwrotu:

average

Ocena samochodu:

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.

Czy poleciłbyś nas:

yes no

Adrian Howard Chubb (ponad 6 rezerwacji)

England

08.04.2023

Ocena usług:

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.

Ocena personelu:

good

She did note my concerns about the state of the car when I hired it

Czas na odbioru/zwrotu:

good

Ocena samochodu:

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

Czy poleciłbyś nas:

yes no

Paul David Crawford (4-5 rezerwacji)

England

08.01.2023

Ocena usług:

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.

Ocena personelu:

very bad

Czas na odbioru/zwrotu:

average

Ocena samochodu:

bad

Czy poleciłbyś nas:

yes no

K**** P**** R**** (1 rezerwacja)

England

12.10.2022

Ocena usług:

bad

Ocena personelu:

bad

Czas na odbioru/zwrotu:

bad

Ocena samochodu:

good

Czy poleciłbyś nas:

yes no

Thomas James Finch (1 rezerwacja)

England

27.08.2022

Ocena usług:

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.

Ocena personelu:

average

Friendly person but told us the fuel tank was 100% full when it wasn’t.
No additional comments.

Czas na odbioru/zwrotu:

average

Ocena samochodu:

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.

Czy poleciłbyś nas:

yes no

Peter Helliwell (ponad 6 rezerwacji)

England

30.11.2021

Ocena usług:

bad

Searched for car at T1 Sofia Airport , only when I paid did I find out pick up was T2. Big inconvenience at this airport. Car seats stained, car had various bumps etc, but not all noted on form, had to point out the worst to agent, he said he would add to form, but not mine Due to bad weather on return we wanted to drop car off quickly to catch our plane, agent was v. Slow.

Ocena personelu:

bad

See above.
See above

Czas na odbioru/zwrotu:

good

Ocena samochodu:

bad

Underpowered diesel, see above for cleanliness issues, pick up location at T2, Sofia very dark, did not see some issues until our first stop in the open

Czy poleciłbyś nas:

yes no

Daniella Savery (1 rezerwacja)

England

08.03.2020

Ocena usług:

bad

Wasted a long time collecting the vehicle at reception then to find out someone had taken the sd card so no sat nav. Then given a faulty sat nav from office so had to wait another 45 mins for another one.

Ocena personelu:

average

Didn’t seem to really be in a rush to help seemed occupied on the phone. Service is usually very good
Still waiting for email confirmation for deposit

Czas na odbioru/zwrotu:

average

Ocena samochodu:

good

Inspect vehicle throughly including under carriage

Czy poleciłbyś nas:

yes no

Stephen Richard Howe

England

09.08.2019

Ocena usług:

bad

I think you need to focus on customer relations more. There are some areas that could definitely be improved upon.

Ocena personelu:

bad

Car condition report was carried out in darkness using a smartphone to illuminate the vehicle!
The car had a little sand on the seats and footwells, so your agent charged me a penalty for cleaning. This is ridiculous. You know that people returning cars are in a hurry and need to catch flights. So you think they will pay extra charges without making a fuss. It is a shame as I have rented from you in the past without a problem but now I will not use your services again.

Czas na odbioru/zwrotu:

good

Ocena samochodu:

average

The auto transmission was not very smooth.

Czy poleciłbyś nas:

yes no

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