Worst Car Rental Experience Ever! I made an online reservation 22 days /Jul 26/ in advance to secure the car needed for my trip with my family to Bulgaria. I received an email saying: "Thank you for making the reservation! We will contact you as soon as possible to confirm the reservation and specify the details of the rental!" 8 days later /3rd or 4th of August/, when I did not get a call from the company I decided to contact them. The person I talked to said he saw my booking and was surprised that nobody contacted me! He told me he would call me back when he went to the office to confirm. Nobody called back! On August 17 on the day of my flight, I decided to call again to confirm that the car will be there when we land! The person I spoke to said he would call me back after checking out the booking. He did not ask for my name or reservation number! I figured there might be another method to find the booking. Nobody called the next one hour, and I called them again, but nobody picked up I decided to call another number, the same person picked up the phone. When I asked if someone could give me an answer, what happened to my booking, he told me that they are currently working on my reservation and he will call me back. TWO hours later no one contacted me! I tried on numerous occasions to speak with someone at customer service number but they made an active decision to not pick up the phone. Again, I had to use another phone number to make someone pick up the phone. To my question: "What happened to reservation?" The man told me that the reservation was AUTOMATICALLY CANCELED from their system because there was no prepayment! I say that the reservation is made online and there are three ways to pay ( I attached a pic below) ! Upon receipt of the car, 15% of the amount in advance or the whole amount! I choose to pay when we get the car on the airport. Nobody said anything about prepayment! And so it turned out to me that 7 people were left without a car just a few hours before our arrival. You will prob have to leave the car with another company. Employees are just useless, they hate their jobs and treat you like such. So my advice to you when renting a car, use the big guys, pay the extra bucks for peace of mind. We'd strongly advise you all to staying away from Universal Car Rent! Beware!!! .

I was given a car with 200000km on the odometer, wheels were wobbling above 90km/h, the eco system was killing the engine on every traffic light. It wasn't cheap either, I am pretty sure I could have bought the same car for the 20 day rental price. A week after I have returned the car my credit card was charged with 130BGN for "repairs". No notice, no communication, apparently that was for the engine splash cover. I have requested an invoice, I still do not have it. Three weeks later, they charged again my credit card for a speeding ticket. They tried to call, but since I wasn't able to pick up, they took the money right away. Again, 'brilliant' experience. I wouldn't recommend UCR to anyone. P.S. In response to UCR's reply below.So I am a liar now? You never called me in advance, you just charged my credit card, afterwards I was the one calling you. The only one I have spoken to was Martin, who is registered as the owner, not with the "customer support team". And lastly, where is my invoice for the "damages"??? Moreover, you held my deposit blocked and at the same time were chaging my card without any authorisation. With separate transactions. How the hell do you have the details of my credit card? You can continue to "grow constantly" with you cheap scam tricks and falling apart cars "in perfect technical condition". Have a nice day. ....as of 8 September...still waiting on the invoice.

Called the company at 16:00 - March 5th 2022. The employee said by phone that they have a few available cars and that I can come. When I was approaching Sofiyska Sveta Gora, I called the employee, and employee told me there are no cars available @ 16:45 and “there was a misunderstanding”. What kind of misunderstanding can it be? You said there IS a car, so I planned a trip to you and it turns out there is nothing. So I basically lost 1.5 hours for nothing. Clarification & response to your comment: So you said you DO have cars available, and I headed to your office. Afterwards you said you don’t have a car. I did NOT call you from different numbers from different countries (this is ridiculous to hear that).

Total waste of time we are with big family plus a baby. When I called they said that there is a car available for the day for 2 days and that I can reserve online when we did reserve online and paid the pre pardoentje which says it guaranteed the car we received a call that we can’t get the car even if we have al the possible payment methods debit/credit and cash. When I asked why they said they can choose who they can give the car to and they don’t want to give it to us and hang up! This is pure discrimination and a lack of customer service we didn’t get our money back also total waste of time and money. Please be carefully of this car rental they lack total service!!! Even one star is to much!

We had a terrible experiance. We ordered car 5.6.2022 for 6.7 to 10.7. First thing was that we booked Opel insignia and when we came they showed us some Toyota and they said that it is the same car, but this wasn't all. They wrote us email (maybe 2 weeks before we arrived) asking how old is the driver. We told them I was 19 and that I had driven approximately 40 000 km. When we arrived to Universal Car Rent, they told us that I am underaged and I cannot drive the car only if I pay a fee 2000€ . They didn't returned our money (around 50€) for deposit. We were without car and also without deposit they absolutely changed our plan. I recomend you to go to international car rentals like sixt.

Very good service! Always responsive to the needs you have. Extended the rent with a day in the easiest way possible! They picked me up from a public transport stop close to the office, so I can easily find it and after returning the car gave me a ride! Pets allowed! Изключително добро обслужване! Момчетата бяха винаги на среща да обяснят каквото е необходимо. Посрещнаха ме в близост до офиса, за да не се лутам при търсенето на офиса, както и след като върнах колата ме заведоха до удобна за мен спирка на градски транспорт в близост. Позволено е и превозването на домашни любимци, което за мен беше една от водещите причини да ги избера!

Had an experience in 2021. you receive a dacia van with some remainings of OTIS ads on it instead of renault car that you think to rent. at the same time maybe it's a positive thing, because no-one recognize a tourist in you :) I've chosen a maximum KASKO insurance. After one year I can guarantee that I didn't have any bad experience and they didn't charge a thing from my credit card. Maybe one drawback to pay attention at is the fact that even if you have a KASKO insurance, in case of any damage to your car (even during the parking) you need to let them know as soon as possible because otherwise you can be charged for the damage

(Bulgarian follows) Amazing service - I am really grateful and impressed! These guys were so patient, understanding and flexible. They saw that we're not from there and with two little kids, and they helped us out a lot with timings, us not bringing the needed docs, even a minor car accident. They were always in touch and proactively coming up with solutions to make things easier for us. Страхотен екип от мили и отзивчиви хора, които се отнесоха към нас с много разбиране, търпение и професионализъм. Видяха, че не сме от там и сме с 2 малки деца, и ни помогнаха по всякакви начини, дори когато грешките бяха наши. Много благодарим!

Very good service, the guys would go out of their way to help customers. The car park is practical - reliable mid range vehicles, clean, well maintained. You might not get the advertised vehicle, but the one you'll have will be the same class. I personally don't mind - after a few horrible experiences with Top Rent a Car which guarantees car and model and refuses to make changes to the dates, dealing with these guys made for a refreshing change. I've been renting cars in BG several times a year for a while now and Universal Car Rent is a top choice for me based on customer service and competitive prices.

We received the car from Martin who was very patient and pleasant to speak with. We were worried to be back late and he told us in advance that even if we late for a few hours they wont charge us extra, at the end we did came late and he stood for his word. The car was a Seat Ibiza (on the website it showed VW Polo or similar), it wasnt new but it was very clean, and its power shown its well maintained. When we came back they didnt look to make us any troubles for small scratches or take any unexpected extras. I was happy with the car and the service and I recommend on Martin specifically.

I just came back from 5 days trip and use the car from this company. I am very satisfied, the staff is very polite and helpful. Car was good and the rent and return was fast and easy. In the middle of the summer it is not easy to find a car, and this company offer me a good car of a reasonable price. I definitely will use their service again. Много съм доволен от услугата която предлагат, цената която ползвах беше добра и получаването е връщането на колата беше бързо и коректно. Често ползвам услуги от компании предлагащи наемане на автомобили и съм много доволен от тази компания .

My girlfriend and I have used this company 3 times now and all 3 times have been a pleasure. Martin is always helpful, and speaks English. Very professional, courteous and kind. I recall sitting with my girlfriend in their office getting the documents finalized and I yawned because it was somewhat early, I don’t recall his name (had a bunch of cool tattoos) but he immediately offered me a coffee. It’s the personal and detailed customer service that will keep us renting from them in the near future. Competitive prices as well, if not the best in town.

I`m working for several years with this car renting company and my experience is really positive without any troubles for the time I`m using their services. Every request, even in the last moment, was fulfied from their side and I`ve driven most of their vehicles for short and long trips without any technical or whatever issues. You can expect from their side respectful and responsible attitude towards clients and I definetly recommend them for car renting services, because they are company that you can rely on.

Our experience with Universal was not good: • Took over 1 hour to deliver our car. • Instructions were not clear on car rental return and were threatened with a rude text message saying we would be in violation of terms. The van / car was returned properly but made us late to get to our plane. • The van / car was not in great condition to begin with. And - got a speed camera fine that Universal sent to us OVER a month later, which looks more like a scam.

Very easy to work with. The guys will bring the car to any address you ask them to, and will pick it up directly from you (also any addresses you ask them to). Such a convenience. I have rented a seven passenger minivan from them that I was able to fit the whole family plus all luggage comfortably. I couldn’t find other company that was offering a Toyota Sienna. Prices were also competitive. I would definitely rent from Universal Car again. Thank you!

Customer service is excellent, however there are a few things I don't like. As of yet, we're still waiting for the deposit to be returned, will update once I receive the money back, they hold back the deposit for a week after you deliver the car to ensure you don't have any fines. Also the car interior was old I still paid Eur 45 per day which is expensive compared to other car rental agencies in sofia with newer cars.

When I started planning my trip to my home country I was very negative about renting a car but had to rent one. After a long search through Google I decided to use their service because of how their web site looked like - very simple, good looking andprofessional. Well my experience was the same - well mannered team, clean and new car and good experience overall. Highly recommend to anyone.

Saw a recommendation of this company on Google and thought of giving it a try. Was very satisfied with my two week rental. I had a smaller vehicle (vw polo) but was completely sufficient and fuel efficient for my purposes (1600km and only two tanks of gas including up and down the mountain trips). Staff also very helpful, friendly and accommodating! Would recommend and rent again!

Very good service. Flexible with pickup and drop off. The car was in perfect conditiion and I did not had any problems with it for the two days and over 1000 km. Highly recommended. Много добро обслужване. Лесно и гъвкво взимане и връщане на колата, която беше в идеално състояние и нямаше никакви проблеми с нея за двата дни и над 1000км. Горещо препоръчвам.

Great experience working with UCR. I rented a big car on July 2022, the communication was quick and smooth all the way through, and I got all the information in advance. Pick up from airport and back was just in time as planned, despite the difficult hour, and they were very decent and fair with me. Strongly recommended for travelers to Bulgaria.

Highly poor quality customer service. Since i wanted to rent for 2 days, he did not want make it rented and said my driving licence is not valid in bulgaria. But, later i rented with Avis which is more institutionalised and i recommend you so to do that. Avis, Sixt, Enterprise. More safe and trustworthy. And, even cheaper if you catch campaigns!

We decided to rent a car in the morning and they were very helpful and nice, the car was in perfect condition and they helped us solve problems for a fine we got the next morning. When we delivered the car we had to catch a flight right after and they drove us to the airport. If I go back to Sofia I will rent from them again.

Extremely professional staff and decently kept vehicles. I paid extra to have the car delivered to a specified address and the driver was on time with all paperwork. On returning the car at Sofia Airport, they drove me to the airport from the drop off location. I will definitely use this company again when I am in Bulgaria.

We have rented many vans from Universal Car Rent in Sofia over the past 4 years and it is a great company to work with! The vehicles are clean, in good mechanical condition, and all the documents are in order. The staff are friendly, speak English well, and are service oriented. We highly recommend Universal Car Rent!

Polzvam uslugi na raslichni Renta Car Firmi v Balgaria ot pochti 30g. I Universal Car Rent bjaha sa men nai dobrite,uchtivi,kompetentni,tochni i vaobste super sa men! Blagodaria na zelia kolektiv i dogodina sas sigurnost ste vsema pak vashite uslugi! Badete zdravi I blagosloveni! S uvazhenie Christo Petrow

Very reliable and trustful rent-a- car company. I have used them multiple times and service has been honest, fair and flawless. They also offer variety of very convenient car pick up and delivery options. No pressure for additional insurance whatsoever. Agent Iordan is a great guy. Highly recommended

I'm extremely satisfied with the Universal Car Rent. It was my first time rental with them, they were extremely supportive and friendly. Had to rent the car for a week and it turned out I need it for a bit longer than a month. I would recommend their services to anyone who may need to rent a car.

The guys at Universal were fantastic, true customer service. Complete professionals from the very moment I contacted them. They were so helpful and even went beyond expectations when we were late returning the car. There is only one company you should use when renting a car in Sofia. Thank you

Коректни, точни, много лесна комуникация. Всичко, свързано с администранитивната обработка на документи преминава онлайн чрез съвременен метод на обработка и постоянна обратна връзка. Препоръчвам фирмата с две ръце ! Работи се с лекота! Браво на целия екип!

Много коректна и отговорна фирма.Наех кола,която беше много здрава и поддържана.Персонала беше отзивчив и приветлив и си вършеше работата бързо и точно.Предпоръчвам фирмата на всички,които нямат време за губене и искат да са обслужени подобаващо.

This company is fraudulent. Do not rent with them. They keep deposits without any explanation after you have signed papers that all is alright. They lie at customers and when you try to reach out to them they stop picking up the phone (they… Още

Great service, we had help all the way through from start advising options to very end checking in car back (we were super in hurry due to custom to get the flight and guys were super helpful managing us to airport very quickly and very… Още

Изключително обслужване. Високо ниво на професионализъм, отзивчиви, гъвкави в предложенията, компетентни. Колите са отлични. Препоръчвам Universal Car rent както за бизнес, така и за лични пътувания. Благодаря за коректното отношение.

Good supporting car rental company: for small cost delivery of the car to our hotel and after bringing back the car at 05:00 in the morning at drop off location free transport to airport terminal. To remember for next trip to Sofia.

A very client friendly family company. I made a wrong reservation online and within 5 minutes I received the call from one of the brothers and the booking can be changed without any problem. Very much appreciated ! Thanks a lot!

Коректна фирма! Обслужването е на ниво- бързо и прозрачно. Отношението към клиента е високо. Колата, която ползвахме беше хубава и поддържана. Офисът е малко скрит, но това не пречи за доброто обслужване. Бих ползвал отново.

We ask for a car to cover the distance Sofia - Bucarest - Sofia. They were very professional to give us the car and to pick it up. Strongly recommended, perfect car rent service, high level customer care! See you soon guys!

Amazing costumer service,nice guys,very polite. I've always renting one of their cars while im visiting eastern Europe. The cars are always shiny clean and ready to take u everywhere you want :) I recommend them!!!

I rented couple of times a car from this company and I am absolutely happy and satisfied with the service offered. Great cars and professional service. I will book again with them for my next trip. Thank you!

Изключително коректна компания! Перфекционисти! Държат на качеството на обслужване и се стремят да задоволят изискванията на своите клиенти. Препоръчвам на всеки , който иска да се възползва от услугите им.

Great Company! Can fully recommend their service! They delivered the car to our door in Sofia and picked it up again, on time, just perfectly! Very nice guys, great communication and good car too!

Колата, която наехме беше отлична. Нова, много надеждна и пътувахме чудесно. Агенцията е със супер коректно и любезно обслужване. За първи път се обръщаме към тях, но със сигурност ще повторим.

Наемането става лесно и бързо. Колата беше в идеално състояние, изчистена до блясък и подготвена за нас. Направихме си страхотно пътуване, като обиколихме много забележителности. Препоръчвам.

Used Universal Car Rent on numerous occasions and they have never failed us one little bit, even accommodating when we had to make some last minute changes. They are literally an email away.

It's my third time renting from them, and they have consistently delivered exceptional service. I highly recommend them to anyone looking to rent a car in Sofia. Thanks for your reliability

Very nice and friendly Car Rental. They are not in the airport Building, but very close! And they pick you up, so no Problem. Very good communication and commitment. Highly recommended.

Was recommended by a colleague,rented a vehicle for 4 months and I can say that they do not disappoint. Amazing employees and great service. Highly recommend their services to anyone.

Everyone was very helpful. Picked me up at the airport right on time and came to my hotel in the evening to get the car once I was finished. Will definitely use them for my next trip

Използвам ги за 3-ти път. Винаги получавам хубави коли. Направиха ми 5% отстъпка за вече редовен клиент. Много бързо оформяне на договора. Използвайте ги ще останете доволни.

Великолепно отношение от работещите във фирмата. Стараят се по всякакъв начин да ви помогнат. Колите са в перфектно състояние. Депозита се връща бързо и безпроблемно.

We had a lovely experience renting a car. Got good value for our money and a pretty nice and attentive staff. Well-maintained and amazing cars. Would recommend!

Wonderful cars, wonderful service, everything is done quickly and easily with the documents, I just have no words for the way they behave with the customers!

Good company, good service! I rented car on 2days, car was new and in good technic conditions, delivered in time to my hostel. I recommend this company!

Excellent service, fast, comprehensive and very much trying to find what works best for all. Loved working with you guys and see you next time for sure!

Great rent with nice cars! We took Kia Sportage and it was a cool and powerful car. Good service available even on weekends and ability to pay by card.

It was a pleasure to deal with this company, rented this new SUV, it was for a good price, especially in summer time. Hope to come back more often.

Благодаря за предоставените услуги! Разнообразие от автомобили на добри цени! Точни и коректни във всяко отношение! Определено ще се видим отново!

Very helpfull guys with good cars. Even out of hours. Also very importantly they do not invent damages and keep hold of your deposit. Recommended!

Super friendly service. They were very flexible with us and tailored their service to our needs. Already used UCR two times and will do so again.

Изключително коректни! Обслужването е на много високо ниво. Чак съм изненадана, че в България има подобни фирми. Силно препоръчвам услугите им!

Мога да кажа, че това е компания с много опит и традиции в сферата, както и че продължава да предлага качество и коректност на своите клиенти.

Very reliable company, i have been renting many times from them, so i am very glad that i have found them! Would definitely recommend it !

Чудесна услуга, ползвам ги за 4-ти път, винаги съм получавал чисти и поддържани коли, изключително учтиви и отзивчиви хора. Препоръчвам!

Коректна фирма! Колите са като нови, не тропват, не хлопват в перфектно състояние. Обслужването е много бързо и акуратно. Препоръчвам!

Great experience. Staff very friendly and professional with all the requested flexibility. Trustworthy rent a car for foreigners!

Наех автомобил за моята лятна ваканция.Персонала беше достатъчно любезен , автомобила също беше изчистен брилянтно. Препоръчвам

Когато съм на почивка в България наемам вече 9та година автомобил от тази фирма. Автомобилите са нови, чисти и поддържани.… Още

Изключително съм доволен цялостно от услугата. Много любезни, супер гъвкави, колите са нови и наемането става много лесно.

Персоналът много гостоприемен. Безплатен транспорт от и до летището. Колата в добро състояние. Без никакви проблеми.… Още

Перфектна услуга: коректно отношение, автомобилите са в отлично състояние, процесът по наемане е лесен и бърз.

Very good service. The car, the service was brilliant. I enjoyed the trip in Bulgaria with one of their cars!

When we are in Bulgaria we always rent a car here. Very friendly, correct and flexible. Highly recommended!

Супер услуга! Всичко е точно и ясно със тях! Колите са чисти и здрави! Много добри хора! Препоръчвам ви ги!

Nice family company, honest and trusful people. Car was new and clean. Deposit returned without any issues!

Top quality, excellent service, perfect price! You can get all of this in this firm! Highly recommend!

Много фирми съм ползвала, но толкова бързо връщане на депозита ми се случва за първи път. Страхотно

Колата беше чиста. Хората са дружелюбни и приятелски настроени. Документацията я оправихме бързо.

Amazing car, amazing service. Definitely will rent a car from them again!

Great service, great cars and Very friendly personal. Strongly recommend.

Great service and friendly staff. Cars are clean and ready to go. …

Наехме автомобил за седмица. Много добри условия и отлично обслужване.

Най-добрата фирма, която сме ползвали. Перфектни във всяко отношение.

If you are foriegner in Bulgaria, this is the company to use. Awesome

Easy and smooth, quite happy with universal car rent. Friendly staff

Страхотна фирма със страхотни автомобили и ниски цени! Преопоръчвам!

Качество и добро обслужване.Въсползвайте се няма да сгрешите …

Best rental company in Sofia. Do not hesitate to contact.

Friendly staff. Great company. I will use it again

Excellent service, new car, good value for money.

Great and friendly service. Highly recommend