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“Unhappy Customer”

written by Chaim111 on 06/06/2018

I made a complaint about my hire car rental at Top Rent A Car Sofia. Their main office does not respond to calls. When I returned the hire car the level of service I received was unacceptable.  A representative told me when I handed him the keys and paperwork that the hire car should not have been taken across the border to Greece. I was unaware of this condition in the hire policy and was not made aware of this at time of collecting the car. He showed me on my paperwork that has this condition circled on the paper. He also said my voucher says I will be charged also. The issue I have here is that it was not explained to me properly when I collected the car that I needed to pay some extra euros to cross the border. I would have happily paid some additional euros for this ability to cross borders. (my car insurance allows me to travel anywhere in the European Union). The representative told me that it does not matter what I say and that he was going to charge me 300 euros for this violation. My voucher also says that I can pay 80 euros lot for this privilege and not 300 euros. (admittedly I had not read this on my voucher) He then also went over to the car and although the car's fuel gauge was returned with exactly the same amount as when I collected the car (just below the full marker) he was also now going to charge me extra money for this also. He then told me to sign to state I was going to pay these charges to which I refused and said I wanted to speak to a senior member of staff or manager. He said there was no one and he was in charge. When I refused to sign the form he then told me he refused to allow the shuttle to take us to the airport terminal 2. When I demanded that the shuttle take us he refused.  We then had to carry our luggage by ourselves to the terminal and almost missed our flight. Top Rent A Cars service is utterly unacceptable.