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As a customer who has used this rental company several times in the past with no issue I won’t be using top Rent-A-Car in the future/ever again. I had an issue with the team who handled with my check out (Ivan Ivanov and Teodora Taseva) and the gentleman who handled my incident on the phone when I damaged my front offside wheel on the 10/02/25 (damage to front offside tyre and rim) I don’t know the mans last name but his first name was Ivan (let’s call him Ivan X for ease). I was miscommunicated to on 3 occasions throughout dealing with this rental. The first issue was that when I spoke to Ivan X on the phone (the man who handled my wheel damage) he told me that I would be required to pay €130 max for the replacement/repair of the wheel and rim (1st miss communication). I sent him 2 x photos of the damage tyre and Rim via Viber during our phone call (I can provide screen shots if required of our viber conversation) where it is incredibly clear/obvious to see the damage in both images. He guided me to repair only the tyre in the town of Smolyan where I paid 70 lev for a replacement tyre. I thought this had been sorted as I asked him over Viber if I needed to do anything else and he said “No” (I can provide screenshots of this). When I returned the car I first dealt with Ivan Ivanov, who asked me if I had taken photos of the car/wheel before my rental to confirm if there was damage before I took the rental. I said “no I hadn’t”, he then proceeded to tell me I had to pay €200 for the repair of the rim + €30 admin and circa €64 for the tyre damage. I challenged this by saying that was not what I had been told by Ivan X on the phone, as he had told me that I was liable for €130 max for tyre and rim + he had not communicated this even though he had seen the 2 x clear photos on viber. After some back and forth Ivan Ivanov told me there were two incidents of damage, the wheel and the tyre. I communicated to him that I had no issue with policy but what I had an issue it’s was when I had spoken to Ivan X and I had sent him the very clear images of the damages via viber I had been told that I would only pay €130 max. Ivan Ivanov then became frustrated and proceeded to say that he had already asked me If I had images of the damage and why had I withheld this information/the images (2nd miscommunication) this was a false statement as what he had asked me originally was if i had photos of the car/wheel/rim before I left with the rental car (not the damage). I corrected him and he admitted that he was wrong. Then we went back and forth over the issue of Ivan X miss communicating on the phone. Ivan X was called I spoke to Ivan X after Ivan Ivanov passed his mobile phone to me. After the call Ivan Ivanov then went to look at the car, he came back and said that the charge would now be €100 not €200. I challenged this saying how could it suddenly change (3rd miscommunication and miss management) at this point Teodora Taseva got involved and they called Ivan X again. I explained again to Ivan X that my issue was not with the policy of the company and the charges. My issue was the miscommunication and mismanagement of the situation. I had proof of images, Viber communication screenshots, Ivan Ivanov telling me he’d already asked for images of the damage which was false and now the price was changing all of a sudden. Teodora then proceeded to tell me that I still needed to pay even though Ivan Ivanov had made “a mistake” (her words not mine) and that the price originally quoted was a mistake and was actually €100. At this point I had been dealing with this issue for over 1 hour and I paid as I was frustrated and could see the situation was being miss managed and I was wasting my time, so I paid the final amount of 379.84 Lev. As I said to the employee of top rent a car. I have no issue with charges or the policy. This issue i have is miscommunication and miss handling of the situation. I have evidence and proof of images sent to Ivan X via viber, I was miss communicated by Ivan Ivanov and Teodora Taseva admitted her colleague had made a mistake. I am a returning customer but I am deeply dissatisfied with the way the situation was handled by all three employees. All over €100. You have lost my future business and a returning customer over €100. This seems incredibly short sighted and for this reason I will not be using top rent a car ever again/in the future.
















