Drivers Claim Hertz’s New AI Damage Scanner Is Ripping Them Off: “A Really Insane System”
Customers say they're being charged for "damages" that are barely visible.
When it comes to rental cars, there are a few shared pieces of wisdom most of us abide by: Don’t take the additional insurance (your credit card probably covers it); fill the gas tank before you return it (or you’ll pay more); and always take photos of the car before driving out of the lot so you can’t get charged for any pre-existing dents or scuffs. But this last point is becoming problematic for Hertz customers, as the company just introduced a new artificial intelligence (AI) damage scanner that customers say is ripping them off.
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Hertz will install AI damage scanners at 100 airport locations by the end of the year.
According to a report in Car and Driver, Hertz plans to add new AI scanners to 100 of its 1,600 U.S. airport locations by the end of 2025, including its other brands Dollar, Thrifty, and Firefly. The scanners are already in place at Hartsfield-Jackson Atlanta International Airport.
The technology was made available through a partnership with the Israeli company UVeye, which earlier this year announced $380.5 million in total funding for its AI-driven vehicle inspection technology that can identify both mechanical and cosmetic issues.
“UVeye’s cutting-edge systems, described as an ‘MRI for vehicles,’ deliver precise, data-driven insights by scanning all visible vehicle components in a matter of seconds,” reads a press release. “The company’s suite of underbody scanners, tire analyzers, and 360-degree exterior detection systems has been installed at hundreds of dealerships, fleet sites, and auction lots globally.”
When it comes to rental cars, the technology is being used to assess vehicle damage before and after the rental period, Car and Driver notes, adding that Hertz has said it will improve the “frequency, accuracy, and efficiency” of inspections.
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Drivers are already having issues with the new tech.
Earlier this week, a driver named Patrick, who rented a car through Hertz at Hartsfield-Jackson Atlanta International Airport, reached out to The Drive to share his story.
Upon returning his rental car, Patrick said the AI scanner picked up a one-inch scuff on the driver’s side rear wheel, for which he was immediately hit with a $440 charge—$250 for the repair, $125 for processing, and a $65 administrative fee.
Since the charge comes through via an app, Patrick wanted to speak to a human representative about the nature of all these supplemental charges, but his only option was to flag the claim and wait for an agent to reach out to him, potentially within 10 days. But this presented a conundrum because “Hertz was offering a $52 discount if he agreed to the terms and paid within two days, or a $32.50 discount if he paid within a week,” notes The Drive.
To be fair, the app shows before-and-after photos so drivers are aware of the nature of the charge. And when The Drive reached out to Hertz about Patrick’s case, they issued the following statement:
“The vast majority of rentals are incident-free. When damage does occur, our goal is to enhance the rental experience by bringing greater transparency, precision, and speed to the process. Digital vehicle inspections help deliver on that with clear, detailed documentation that is delivered more quickly, as well as a more technology-enabled resolution process.”
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Other drivers claim they’ve been wrongfully charged for damages.
Other drivers have taken to Reddit to share stories of being wrongfully charged via Hertz’s AI scanners.
“I’ve been using hertz for years. Today I turned in my rental into ATL and drove through their new UVeye system. It automatically sent me a bill for this ‘ding’. $195,” wrote the creator of the Reddit thread. “I will no longer be using Hertz. Reached out to customer service and they said they stand by the AI. There are too many other rental car options to stick with one that pulls BS like this.”
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“Most companies wouldn’t charge you for such a small ding, I would dispute or read the contract at least,” a Redditor responded. Another agreed: “Didn’t it used to be a dent/ding larger than a Quarter was billable? That does not look larger than a Quarter.”
“The funny thing about all this is they charge for damage but they probably won’t fix small stuff like that fender. It’s just more profit until something more exteme happens to the car,” theorized one person.
Another griped, “Trust me everything Hertz rolls out is flawed! I guarantee you they have not dated pics of the car without damage to conclusively say you did it. Push back for videos.”
“Uveye is a really insane system. Insane that my mechanic uses it and it spots tiny little dings that I never have seen on my car until it points them out,” said someone else. “Having UVEYE used against me or anyone is a losing game.”
“I won’t rent from a service provider that is going to do this…. they had better redefine damage,” concluded a frustrated Redditor.
However, reports claim that Avis and Enterprise are likely to implement similar technology, too.
