Hertz AI Scanner Triggers $440 Charges for Minor Scuffs, Sparks Widespread Customer Outrage

Hertz is facing widespread customer outrage over its new AI-powered vehicle scanning system, which has reportedly charged renters hundreds of dollars for minor damages like small scuffs and dents. The technology, implemented at locations including Atlanta Airport, automatically detects blemishes upon car return, leading to immediate billing and limited avenues for dispute, as highlighted by numerous customer complaints. The New York Post reported on the growing discontent, stating, "Hertz customers outraged over AI-powered scanner that charges hundreds of dollars for small scuffs on rental cars."

One prominent case involved a customer identified as Patrick, who was billed $440 for a one-inch scuff on a wheel of a Volkswagen rented from Hertz's Atlanta airport location. This substantial charge included $250 for the repair, $125 for processing, and $65 for administrative fees. Another customer, posting on Reddit under the handle professor_pimpcain, shared a similar experience, receiving a $195 bill for a small "ding."

The AI system is a result of Hertz's partnership with UVeye, an Israel-based firm specializing in rapid, automated vehicle inspections. These scanners perform full-body vehicle scans in seconds, identifying damage before and after rentals to enhance transparency and speed. Hertz plans to deploy over 100 of these AI-powered scanners at U.S. airport locations by the end of the year.

Customers attempting to dispute these charges have reported significant difficulties, often facing a chatbot system with no immediate access to live human agents. While discounts are offered for quick payment – for instance, $52 off if paid within two days – email responses can take up to 10 days, making it challenging to inquire or contest within the limited discount window. Patrick stated to The Drive that "Saving $30 to accept responsibility is not worth it."

Hertz has defended the system, with a spokesperson telling The New York Post, "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." However, many customers view the system as primarily designed to maximize revenue, leading to calls for boycotts and a reevaluation of the company's customer relations, especially given past controversies regarding billing practices.