A wave of frustration is building among Hertz rental customers, particularly at its Atlanta airport location, where the company has rolled out a cutting-edge artificial intelligence damage detection system from Israel-based UVeye. Billed as a move toward greater efficiency and accuracy, the AI scanner is instead prompting outrage over seemingly inflated charges for minor scrapes, and a dispute process that leaves customers feeling powerless.
AI Scanner Flags, Bills Instantly
Patrick, a Hertz customer who rented a Volkswagen from Thrifty (a Hertz subsidiary) at Atlanta Airport, said he received a bill for $440 “within minutes” of returning the car. The charge? A one-inch scuff on the wheel. The breakdown included $250 for repairs, $125 in processing fees, and $65 for administration.
The scanner that detected the damage is UVeye’s flagship product, often dubbed an “MRI for vehicles.” It scans returning vehicles in seconds and flags any dents, scrapes, or glass cracks. Customers are then directed to view before-and-after photos on Hertz’s web portal.
“I was offered a discount, $52 off if I paid within two days. But saving $30 to accept responsibility isn’t worth it,” said Patrick, who decided to contest the charge.
Limited Recourse, No Live Help
Customers hoping to speak to someone about their charges have found the process challenging. There is no dedicated phone line or live chat agent. Instead, renters are funneled to a chatbot and a slow email response system, with some saying they waited up to 10 days, often well after the early-payment discount expired.
A Reddit user, posting as professor_pimpcain, shared a similar story: “It automatically sent me a bill for this ‘ding’. $195.” After reaching out to customer service, they were told Hertz stood by the AI’s judgment.
“I will no longer be using Hertz,” the user added.
Transparency or Pressure?
Hertz maintains the technology is designed to “enhance the rental experience by bringing greater transparency, precision, and speed to the process.” But some customers say the rollout feels more like a revenue-maximization strategy than a customer service improvement.
Fees such as $125 for “processing” and $65 for “administration” have sparked confusion and anger. While Hertz says these fees cover the cost of damage assessment and claim management, critics argue the system leaves too little room for human oversight or fair review.
“This is not about transparency. It’s about trapping customers,” one Reddit commenter said in response to the recent wave of posts.
AI Rollout to Expand Nationwide
Hertz plans to install UVeye’s scanning systems at over 100 U.S. airport locations by the end of 2025. While it is currently the only major rental agency using the tech at scale, UVeye’s growing list of clients — including General Motors, Hyundai, CarMax, and Amazon- suggests more widespread adoption is imminent.
The move marks a significant shift in how damage detection is handled in the car rental industry. While dealerships and fleets have long used automated inspection tools, applying the same technology in a consumer-facing rental context is new and controversial.
What Renters Should Know
Until policy changes are made, renters returning cars to AI-equipped Hertz locations are advised to:
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Take timestamped photos and videos before and after their rental.
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Review damage reports carefully and save all communication.
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Be proactive about contacting customer support — even if delays are expected.
Whether this tech-driven model becomes the new standard or meets significant pushback remains to be seen. For now, Hertz’s AI ambitions may be coming at the cost of customer loyalty.
