Returning a rental car is never stress-free. You worry about that tiny scratch you didn’t notice before, or the little ding that might have happened in a tight parking spot. Did you take photos? Will the rental company blame you?
Now, Hertz is trying to take the guesswork and the arguments out of the process by using artificial intelligence to inspect vehicles. But while the idea sounds promising, not all customers are thrilled with the results.
Goodbye Clipboards, Hello Scanners
Hertz has partnered with Israeli tech company UVeye to install high-tech scanners at its airport rental locations across the U.S. These scanners use cameras and AI to carefully check the vehicle from top to bottom, body, wheels, windows, and even the undercarriage. The goal is to spot any damage before and after the rental, without relying on rushed or inconsistent human inspections.
The company plans to have these scanners at 100 locations by the end of the year, starting with busy hubs like Hartsfield-Jackson Atlanta International Airport.
According to Hertz, this system boosts the accuracy, speed, and fairness of inspections. But one recent case shows the experience might not feel so transparent from the customer’s side.
A Surprise Bill for a Tiny Scratch
A customer recently shared his story with The Drive about being charged $440 for a one-inch scrape on a wheel after returning his Hertz rental, a Volkswagen rented through its Thrifty brand. Within minutes of drop-off, he received a digital report showing the scrape and a detailed bill:
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$250 for repair
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$125 processing fee
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$65 administrative fee
Just like that, no conversation, no chance to explain, no one to speak with.
“It was so fast, it didn’t even feel real,” the renter told The Drive. “Just an automated message, a photo, and a charge.”
Is AI Too Precise for Its Own Good?
While the technology is meant to reduce errors, it raises a big question: Is it too good at catching damage that might have been overlooked or forgiven by a human inspector?
And are customers getting the fair treatment Hertz promises? The company insists the fees are tied to actual damage, but some believe they might also help cover the cost of these pricey new systems.
What Hertz Says
Hertz responded to the concerns by saying, “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.”
They also added that it’s fairer to charge only the people who cause damage, rather than increasing prices for everyone. That may be true, but customers say the lack of human interaction makes the process feel cold and one-sided.
What Renters Can Do
As this AI tech becomes more common, renters are being advised to take plenty of photos of the vehicle at both pickup and drop-off, just in case they need to dispute any future claims.
While the scanners are meant to make the process smoother and more honest, it’s clear the rollout still has some wrinkles to iron out. For now, a little extra caution and a few phone pics might still be your best protection.
