- Car hire companies are deploying new AI-powered scanning systems to detect even minor vehicle damage, sparking customer outrage over unexpected charges.
- Hertz, a prominent car rental firm, is using UVeye’s automated technology at several US airports, which compares high-resolution images taken at pickup and return to identify new damage.
- Customers report receiving substantial bills for tiny imperfections, such as small dents or scuffs, often just minutes after returning their vehicles.
- Specific cases include Kelly Rogers being charged for a ‘dent’ she thought was a shadow, and another customer facing a $440 bill for a one-inch scuff.
- Despite customer complaints and plans to expand the system to over 100 US airports, Hertz maintains the technology ensures customers are not charged for pre-existing damage.
They should have to run the car through the same scanner when renting it out and pay the customer for any damage that the second scan is not picking up.
Reading the article, it seems that no one is contesting that the damage is not real (and Hertz said that they have employees verify that the damage if the customer questions it). Hertz does not have any evidence that the damage (not noticeable to the naked eye) did not occur while the car was sitting on the lot between rentals or occured before the scanner was installed.
Also, since Hertz is charging customers to repair every dent, scuff, and scratch, no matter how minor, does that imply that that is the new standard for rental cars? If I am renting a car from them, can I go over it with a magnifying glass and, if I can find spot of chipping paint, they agree to take the car out of rotation until they can get it fixed at an auto body shop and will give me a replacement car of equal or better class?