Crystal Jackson rented a Volkswagen at Hartsfield-Jackson Atlanta International Airport and immediately ran into a problem. The key fob for her rental car fell apart in her hand while she stood outside the vehicle. Jackson filmed the incident and posted it online, calling the situation “highly unacceptable.”
According to Motor1, Jackson, who uses the handle @mrs__jackson on TikTok, was simply twirling the key in her hand when it broke. The key fob appeared to be held together with strips of black duct tape. As she recorded the video, the device completely fell apart on camera.
Jackson is a preferred customer who rents cars frequently. “I’m a preferred customer, and this is what y’all are giving me? This is highly unacceptable,” she said in the video. The clip quickly went viral, getting tens of thousands of views.
Rental car customers need to document damage before driving off
Renters are technically responsible for the keys they receive, even if they arrive already damaged. This is why Jackson was smart to record the broken key fob right away. Taking photos and videos creates a record in case the company tries to charge for damage later.
Replacement key fobs are expensive, often costing a few hundred dollars once programming is included. If you get a broken key, call the rental company immediately. Contact the pickup location or roadside assistance to report the problem. Problems with rental cars aren’t uncommon, as seen when self-driving vehicles crashed into each other despite having multiple cameras.
A broken key fob means you’ll likely need a replacement key or a different car entirely. One viewer commented on Jackson’s post and recommended she return the car. Many viewers were quick to point out the company’s tendency to charge customers. “And would be quick to charge you for a lost key too 🙄🙄” one person wrote.
Many viewers shared similar experiences in the comments. “When I rented from Avis they tried giving me a wrecked car. The fog light was literally hanging inside of the bumper,” one commenter said. Another person noted the company’s decline: “I usually don’t have issues with them but lately they have been horrible. They have gone downhill for sure.”
One viewer suggested this incident reveals a bigger problem. “It’s just the tip of the iceberg, I know for a fact,” the commenter wrote. Whether it’s cheap manufacturing or poor maintenance, the lesson is clear: always check your key fob before leaving the rental counter, and if it looks damaged, ask for a different car immediately. Car ownership comes with its own surprises too, like when drivers discover how much filling up costs on a new vehicle.
Published: Jan 21, 2026 01:45 pm