Very poor service during pick-up

Sofia Airport (Arrivals Hall); Varna Airport (Arrivals Hall), Burgas Airport (Arrivals Hall); Plovdiv, Sozopol, Nessabar
★★★★★
4.6 / 5
94% of users recommend this
  • Customer Service

  • Value For Money

AddictCZ's review of Top Rent A Car Bulgaria - www.toprentacar.bg

★★☆☆☆

“Very poor service during pick-up”

Written on: 16/09/2019 by AddictCZ (1 review written)

What do you expect from a car rental? Decent car is a must so what makes the difference? Service. This time it was quite poor. It took me 90 minutes to get to the front desk of Top company by plane from Prague and then another 45 just to drive off their garage. I found a regular queue of some 3-4 customers when arrived to the front desk yet it took me another 20 minutes just to get served. Everybody had to fill in a complete form of the exact information you had already typed online when booking. This paper you hand to the font desk clerk who types it again to the computer. Crazy. My contract then contained many errors, some of them quite critical - wrongly typed driving license no., different return place, ridiculously retyped address of our stay (Patriarh Evtimyi street = Pataianh Eoting :)). That is a shame and nobody was able to explain why people lose their time by retyping information already provided. I was even attacked (orally) by another customer when complaining about this nonsense. Add a chaotic system down in the garage and you lose 45 minutes although there are maximum 6-8 customers within an hour.
Pluses: fast reactions on online requests, car was OK.

  • 13/09/2019

    Date of hire (month/year)

  • bulgaria/sofia

    Country & City of hire

  • Good

    Condition of vehicle

  • Good

    Choice of vehicles

  • Customer Service

  • Value For Money

Toprentacar's Response to AddictCZ's Review

Written on: 23/09/2019

Hi,

Thank You for Your feedback.

We are very concerned about the experience you describe.
So we would like to receive more information about the case as we can not find a customer with your names in our system. Please, provide us with more information about your reservation: reference number, rental period etc by email so we will be able to check the case.
This does not correspond to our standards and high quality service we are constantly trying to provide.

Please, do not hesitate to contact us for further assistance.

Kind regards,

Top Rent A Car
Customer Service

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