toprent.lt Anmeldelser 68

Besvarelse fra toprent.lt

25. sep. 2025

Thank you for your feedback. We understand your concerns and would like to clarify a few points. The 100 EUR fee you mention was applied in accordance with the rental agreement. This fee is only charged if the interior of the vehicle requires professional deep cleaning services beyond the standard level, which was the case after your rental.

Regarding border crossings, our policy clearly states that customers must inform us in advance if they intend to travel outside the country of rental, as restrictions and fees may apply. These fees are in place due to legal, insurance, and operational requirements, and they are standard practice in the car rental industry across Europe.

We appreciate your comments and will continue to review how our policies are communicated so that all conditions are as clear as possible prior to booking.

Besvarelse fra toprent.lt

Opdateret den 9. sep. 2025

Thank you for sharing your feedback. We understand your concerns and would like to clarify a few important points.

Regarding the deposit, it is never charged but only reserved on the card for 14 days, as mandated by the banks, not by rental agencies. In most cases, it is released by the issuing bank within 3 to 4 days after the vehicle return, but depending on the card provider, it can take up to 30 days. If you have not received the release within that timeframe, we kindly ask you to contact us so we can assist further.

We also apologize for the longer waiting time at pickup. Some of our employees were new at the time, and the service process should not take 30 minutes per customer. We are actively training our staff to make the process quicker and easier for all clients.

Concerning vehicle cleanliness and the cleaning policy, this information is always available on our website, in the rental agreement, and through the QR code on the car keys. If a new employee failed to mention it during pickup, we regret the oversight. Additionally, if a car is not in proper cleanliness condition upon issue, the cleaning fee is waived.

Your feedback is very valuable, and we are committed to improving both service speed and communication to ensure a smoother experience in the future

Besvarelse fra toprent.lt

3. sep. 2025

Thank you for sharing your detailed feedback. We sincerely regret that your experience did not meet expectations. Our team members are trained to clearly communicate that any vehicle upgrade is entirely optional and always comes with an additional cost. We do not have any policies that allow or encourage hidden fees, and transparency is very important to us.

We understand your frustration regarding the lack of timely follow-up and will ensure that your case is reviewed as soon as possible. Your comments are valuable in helping us improve both communication at the counter and responsiveness by email.

If you still have not received a resolution, we kindly ask you to contact our customer service once more so that we can assist you directly.

Besvarelse fra toprent.lt

21. aug. 2025

Thank you for sharing your feedback. We are sorry to hear about your experience. The rental price does not include cleaning in order to keep costs lower, which is why cars must be returned clean unless a cleaning service is prebooked. However, if a vehicle is not provided in the best cleanliness condition at pickup, the cleaning fee is waived. If you believe the car was not issued up to the cleanliness standard it should have been, please contact us directly and we will do our best to resolve the issue. We regret if this was not properly explained to you and will make sure your comments are taken into account to improve communication for future customers.

Besvarelse fra toprent.lt

13. aug. 2025

Thank you for your review. We understand how frustrating it can feel to still be waiting for your deposit. Please note that the deposit is never taken by us but only reserved through an automatic banking system for 14 days, after which it is released. Depending on your card issuer, it can take up to 30 days for the funds to appear back in your account. We would be happy to look into this for you and help ensure the return is processed as quickly as possible, so please contact us directly so we can assist you right away.

Besvarelse fra toprent.lt

7. jul. 2025

Thank you for sharing your experience. We’re sorry to hear about your concerns and appreciate the opportunity to clarify. The €60 fee is an administrative charge applied only when a damage related incident is not declared with the proper documentation, as required by Lithuanian law. Even with full insurance, any incident, such as a stone chip, must be reported and documented through an official traffic incident declaration. If this step is missed, insurance providers impose an administrative fee, which we are obligated to pass on. We always recommend customers inspect the car, take photos, and declare any issues upon return to ensure full transparency. Your feedback is valuable, and we’ll continue working to make all terms clearer at every step of the rental process.

Besvarelse fra toprent.lt

27. maj 2025

Thank you for your feedback.

We’re sorry to hear about your experience and truly understand your disappointment. When reservations are made through third-party platforms, it’s important to note that they follow strict policies, including automatic cancellation in the case of a no-show. Without a flight number, contact details, or prior notice, and with a delay of over three hours, the reservation is marked as canceled by the booking system itself. These conditions are part of the agreement accepted during the reservation process.

We’re also sorry if the interaction at the desk did not meet your expectations. Our team always aims to communicate respectfully and clearly, even in challenging situations.

As for the incident you mentioned at the airport, we sincerely apologize if a team member’s driving appeared unsafe. While we cannot confirm the situation without more details, we take such concerns seriously and will look into the matter internally to ensure that all our staff respect traffic rules and safety.

We appreciate you bringing this to our attention and wish you better experiences in the future.

Besvarelse fra toprent.lt

22. maj 2025

Thank you for your feedback. We understand your concern regarding the charge applied to your credit card in April 2025 for a parking violation that occurred during your rental in November 2024.

Please note that parking or traffic violations are often reported by the authorities to rental companies weeks or even months after they occur. This delay is beyond the control of the rental provider. In such cases, once official notification is received, the fine is processed in accordance with the rental agreement.

Importantly, these fines are only charged if the customer has not prepaid or resolved the issued parking ticket themselves. When violations remain unpaid, local authorities impose additional surcharges on the rental company. These surcharges, along with the original fine, are then passed on to the customer.

We always aim to operate transparently and in line with standard industry practices, and documentation related to such charges is sent via email. If you have not received this, we recommend checking your spam folder or reaching out directly to customer support for clarification.

Besvarelse fra toprent.lt

5. maj 2025

Thank you for your feedback.

We’re sorry to hear that your experience did not meet expectations. We understand your concerns regarding the cleaning charge and appreciate the opportunity to clarify. The standard cleaning fee covers light cleaning; however, when a vehicle requires deep valeting due to specific incidents such as spills or strong odors, an additional fee may apply. This policy is in place to ensure the vehicle is returned to a suitable condition for the next customer.

We also regret that you experienced delays in communication. This is not the level of service we aim to provide, and your comments will be shared with the team to help us improve.

If you have any remaining questions or need further clarification, please don’t hesitate to reach out.

Besvarelse fra toprent.lt

23. apr. 2025

Thank you for sharing your experience! We’re truly pleased to hear that Mikas was able to assist you so promptly and effectively at Kaunas Airport. It’s unfortunate that your original booking did not go as planned, but we’re glad we could step in and turn things around with a smooth and efficient service. Your recommendation means a lot, and we look forward to welcoming you again in the future!