Ace Rent A Car review: Received a key fob that didn't work: rental agreement#: mco-172201 1

Date rented: 03/03/2025 at 02:55am - Date returned: 03/05/2025 at 11:39am. I received a Key Fob that didn't work when I was issued a car in Orlando, FL., the rep said the Key Fob was ok because he used the hard key to start the car. I then drove to Melbourne, FL to my hotel, when I went to lock the car with the Key Fob it didn't work. I had to manually lock the doors to secure the doors. I called the ACE rep. explain the issue he said to bring the car in or go buy a battery. I wasn't able to get into the car after I manually locked the door, and I wasn't able to attend my family member funeral; the ordeal made me late after flying across country to do so. I spoke with management informed them of the situation and was sent a video of a working Key Fobs weeks later after I turned the car in and was told that the fob works and was offered 15% off if I were to rent a car from Ace in the future. It really hurt me because I reached out to ACE immediately after I received the car, the rep that issued me the car was no help he said it was ok, but it wasn't. I called ACE after traveling from Orlando to Melbourne and was told the above. When I turned the car back in showed the Lady named Yenni that received the car that the Key fob didn't work placed the plastic piece back on the door handle to cover the key slot back up & also I went inside to talk to the rep inside the building and he gave me Felix email felix@roamrental.com and I emailed Felix no help, then emailed David Cook no help, and then Allie no help but received a video weeks later from Allie later basically dismissing my complaint as being made up. The treatment that I felt from this whole ordeal was that it was totally fine for ACE to receive my hard-earned money to pay to rent a car through ACE, even if I wasn’t able to get into the car to drive during an extremely important time in my life. Most of all to add insult to injury was to be informed with a video (see attached) weeks later of a working FOB to basically say that I lied about my experience is over the top! ACE did not care one bit about the product not working and my experience whatsoever! So that’s why I’m writing to inform your company Higher Management of my unfortunate situation that has caused so much stress and health issues, and I don't want anyone else to experience this type of treatment! I'm definitely requesting to speak to higher Management in your company besides Allie and David cook. I reached out to Richard (ACE Customer Care) and have not receive any feedback and to me as a customer this is a huge let down and a total disregard of the customer experience being denied the opportunity to talk to management other than Allie which said that there's no one else higher that I can speak with. When I asked to speak with higher management, David Cook said that my complaint was a formal complaint from the email correspondence that we shared, and the formal complaint has been reviewed and/or investigated by the top executives of the company, and he said It has been determined that (No further action is warranted). Also, he informed me that the case is closed and (WILL NOT) be reviewed any further. His comments made me feel helpless! I will never be able to get the precious time back to the missed time with my very close family member funeral and to grieve with my family during that sacred special occasion! I'm not asking for ACE to bring that time back because it's impossible to get it back, but I am asking for some decency here and to at least treat the customer with some type of dignity and respect. Then for Allie to insinuate that there never was an issue with the FOB, really showed me that ACE really and truly don't care about their paying customer(s)! The treatment that I felt from this whole ordeal was that it was totally fine for ACE to receive my hard-earned money to pay to rent a car through ACE, even if I wasn’t able to get into the ACE rental car to drive during an extremely important time in my life. Most of all to add insult to injury was to be informed with a video (see attached) weeks later of a working FOB to basically say that I lied about my experience is over the top! ACE did not care one bit about the product not working and my experience whatsoever! So that’s why I’m writing to inform your company Higher Management of my unfortunate situation that has caused so much stress and health issues, and I don't want anyone else to experience this type of treatment! I'm definitely requesting to speak to higher Management in your company besides the Allie and David cook. I will continue to try to reach higher management even if I have to speak with the CFO to the President but the way Allie and David Cook treated me is absolutely unacceptable!

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