I’ve written multiple rental car tips about making sure you photograph and video your car rental before and after renting. If you rent from Hertz, this is especially true because they now have AI scanners at many of their airport locations.
According to the New York Times, Hertz “debuted the technology last fall at Hartsfield-Jackson Atlanta International Airport, and it’s now in use at five other U.S. airports,” said Emily Spencer, a Hertz spokeswoman.
Developed by a company called UVeye, the scanning system works by capturing thousands of high-resolution images from all angles as a vehicle passes through a rental lot’s gates at pickup and return. AI then compares those images and flags any discrepancies. The system automatically creates and sends damage reports, Ms. Spencer said. An employee reviews the report only if a customer flags an issue after receiving the bill. She added that fewer than 3 percent of vehicles scanned by the AI system show any billable damage.
It seems like a brilliant idea for car rental agencies but it’s been a nightmare for many renters. There are many posts and comments from Hertz customers who are being charged for barely visible damage which in the past would never get flagged. It’s leaving renters irate and frustrated.
Here are just a few posts on Reddit:
Redditer @AdAsleep5131 wrote: Leaving Hertz after nearly 20 years as a customer (presidential / gold) – What a scam!
“Like many of you, Hertz has decided that charging crazy rates for damage that a human can’t see is a good way to do business. They charged $440 for this and very confident it didn’t really get fixed. Just a way to get more money. I rent 2-4 times / month. After 1 phone call I was able to get the same level (Presidential) and savings at Avis. Be better, Hertz.”
Don’t Rent from Hertz
“Damage scam to extort is Hertz’s modus operandi. No one checked the car when I picked it up at ATL. The lady at the gate said “they know about them.” Now they’re billing me $234.54, amount has been going up since trying to dispute the claim. Please don’t repeat my mistake.”
@PaulaPatek wrote a post titled: “Am I tripping? Isn’t the same dent in both the pickup and drop off pictures? Been fighting this since April and about to get a lawyer involved. I just read the story about Hertz using AI scanners to charge you out the a*s.”
Another person wrote a long post (embedded below) on Reddit with a similar experience.
“I recently returned a Hertz rental car at Houston’s IAH airport on a rainy day and received a text minutes later claiming “damage detected.” I immediately went back to inspect the car and found no visible damage so I recorded a video on the spot. The staff said they couldn’t help and blamed the AI scanner. The system doesn’t allow you to dispute the charge or submit evidence and customer service was no help even after I explained I had video proof. Ironically the AI missed a large pre-existing scratch elsewhere on the car. After 10 years of loyal rentals I’m done with Hertz. The system is flawed and there’s no human accountability.”
Hertz AI Damage Scam – Long-Time Customer Done
byu/Akkasca inHertzRentals
The comments on both show that customers are being charged left and right and vow to never rent from Hertz again. Here are some of the responses:
Charles722: I have exclusively rented from Hertz over the last six years but I’m going back to Enterprise now. I have zero clue how they expect this to be good for business long-term.
Press10: I took pictures and reported the pre-existing damage online and they STILL tried to file a claim against me. Luckily I still had the pre rental pictures lmao.
JohnnyWishbone1987: I’m 100 percent done with Hertz because of this
First-Satisfaction92: This is terrible to see Hertz didn’t even give ppl opportunity to dispute. This is not just bad service but it’s terrorizing all future and existing customers. I agree you have to send this to news outlet. WSJ, NYT all have online link to submit stories I think. Unless they get called out on this BS Hertz will not change.
As one person commented: “The technology itself isn’t the issue. The way that Hertz is using it and their lack of any human oversight is a big issue.” I agree and won’t be renting from Hertz anytime soon because of this. If I did, it would be for business reasons and I would have the client pay for the in-house insurance instead of relying on my own car insurance and credit card coverage.
One thing is for sure: always inspect your vehicle for scratches, dents and cracks in the windshield. If you find anything wrong with the car, either get a new one or make sure an employee documents your record. Get their name and take a video of the vehicle’s dings or damage with your phone before and after you rent.
If you have elite status with Hertz you can contact Avis or Enterprise for a status match they will probably love to have you.
MORE:
–Ultimate Guide To Renting A Car: 14 Tips That Will Save You Time Money and Headaches
–A Former Car Rental Executive Shares Her Best Tips
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I have Amex premium car rental insurance for 17.95 per rental, not per day + it’s primary.
I will let Amex do the fighting on this travesty. The big guns – primary car insurance on credit cards – will be better able to fight this crap from Hertz + it’s stable mates.
And I’ll definitely be looking for rentals from the other companies, Avis, Enterprise… I think even Costco has dropped Dollar + Thrifty, or perhaps for where I’m traveling.
Wondering about the feasibility of a class action lawsuit. Or some really big single ones…
Hertz is also the company that falsely reported returned cars as stolen. They paid out $168 mil in damages.
Is Hertz doing it with Thrifty, Dollar and Firefly car rentals too? I think we should boycott all of the Hertz companies.
Yes — Hertz’s press materials confirm that the UVeye scanning systems will be deployed across all its U.S. airport locations, including the Dollar, Thrifty, and Firefly brands.
Yep. I had a reservation coming up at EWR (Gold Member for over 40 years) but after hearing about this I don’t plan on renting from Hertz for the foreseeable future. Even with photo/video evidence it’s still going to be a major time suck to get it resolved as they try to send you into an AI black hole.