Very slow pick up & drop off service

Top Rent A Car Bulgaria -
94.0% of users recommend this
  • Customer Service

  • Value For Money

BazzR62's review of Top Rent A Car Bulgaria -

“Very slow pick up and drop off service”


written by BazzR62 on 01/10/2023

Since the company pulled out of the airport terminal 2 the service to pick up and drop off a car has got extremely slow, one hour each is my recent experience. The shuttle bus service has an extremely slow turnaround and there should be separated on book and off book desks.

Toprentacar's Response to BazzR62's Review

Written on: 04/10/2023

Dear Customer,
Thank You for Your feedback!
We provide two distinct options for collecting our rental cars, both of which are detailed on our website: airport pickup, accompanied by an additional fee, or office pickup. This adjustment has been necessitated by the recent rise in airport charges and rental costs imposed by property owners, specifically airports. To maintain competitive pricing and uphold our commitment to delivering exceptional service at the most favorable rates, we have had to revise our service offerings.
At "Top Rent A Car," we strongly recommend that our customers opt for office pickup as it does not incur any additional fees. In Sofia, you have the convenience of collecting your rental vehicle from our central office following a free shuttle bus transfer. The journey from the airport entrance to our office typically takes around 5 minutes. When making a reservation and selecting Sofia-Airport on our website, you will encounter two options: the free shuttle service or terminal pickup (which incurs an associated additional fee, clearly indicated).
We sincerely hope that this change has not negatively impacted your overall rental experience, and we look forward to welcoming you as our valued customer once again. Your satisfaction remains our top priority.
Kind regards, Top Rent a Car

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Toprentacar's Response to BazzR62's Review

Written on: 05/10/2023

Dear Customer,
We apologize for the inconvenience you experienced during Your last rent. We understand that your time is valuable, and such delays are far from the level of service we aim to provide. During the high tourist season, unexpected delays in our shuttle service can indeed occur, however it happens rarely. Your feedback is important to us, as we are continuously working to improve our processes to ensure more efficient services for our customers. To offer more flexibility to our customers, we have recently introduced two different ways to pick up our rental cars, as described on our website. You can now choose between airport pick-up, which incurs an additional fee due to the increased airport fees and rents imposed by landlords, or office pick-up. To maintain competitive pricing and provide the best service at the most affordable rates, these changes have become necessary. We hope that this situation has not significantly impacted your overall rental experience. Your satisfaction is important to us, and we look forward to the opportunity to welcome you as our customer again. Best regards, Top Rent a Car

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