A “longtime” Hertz customer says he is “done” with the car rental company after he claimed that the AI-powered damage detection system improperly flagged a nonexistent mark on the vehicle — even though video that he filmed immediately afterward appeared to back up his claim.

When angry customers sought to dispute the claim, they were unable to immediately reach a customer service rep.

“The link they send you does NOT allow you to submit a dispute. Calling customer support? Useless. They said they can’t do anything, even when I told them I have clear video evidence of the car being undamaged at the exact time the damage was claimed,” one customer said.

  • mrgoosmoos@lemmy.ca
    link
    fedilink
    English
    arrow-up
    49
    ·
    2 days ago

    if this happens to me and I cannot reach an agent immediately to reverse it, they get a chargeback and I never rent from them again. simple.

    • jimrob4@lemmy.world
      link
      fedilink
      arrow-up
      18
      ·
      2 days ago

      I had fradulent Doordash orders on my card once. They were deliveries in NYC, and I’ve never been farther east than Ohio. I disputed them, Doordash said “here’s pics of the food being delivered” and the card said “hey, can’t argue that.” I showed them that I wasn’t the one who placed the order and that I was literally a thousand miles away. Didn’t matter. Picture of a paper sack on a doorstep trumped facts.

      Card Companies suck. I hate them all with a passion and treat them as the necessary evil they are.

      • jafffacakelemmy@mander.xyz
        link
        fedilink
        English
        arrow-up
        2
        ·
        2 days ago

        This happened because your visa claim should have been ‘stolen card details/fraud’ but it was put through as ‘food not delivered’ instead. Either your card issuer didn’t understand what was needed, or else it was poorly described to them. And you can’t claim twice on the same transaction.

        • jimrob4@lemmy.world
          link
          fedilink
          arrow-up
          1
          ·
          1 day ago

          I told them exactly what happened. That I didn’t authorize the purchase and that my card data had been stolen. I was clear about the circumstances.

      • Linkalee@sh.itjust.works
        link
        fedilink
        English
        arrow-up
        1
        ·
        2 days ago

        What company was it? I’m considering switching cards, and I want to make sure I avoid them like the plague.

        • brognak@lemmy.dbzer0.com
          link
          fedilink
          arrow-up
          8
          ·
          2 days ago

          He said the card company sided with DD. I guess at that point you can try and go to Visa/MC/Whomever directly but I honestly don’t know if they will even work with you or just insist it’s someone further down streams problem

            • handsoffmydata@lemmy.zip
              link
              fedilink
              arrow-up
              3
              ·
              2 days ago

              Im fairly certain I can scientifically prove calling your congressperson is less effective than stepping into your closet, closing the door and yelling “I’m upset!”

              • WoodScientist@sh.itjust.works
                link
                fedilink
                English
                arrow-up
                1
                ·
                2 days ago

                For changing their vote on a bill backed by lobbyists, maybe. But they have entire constituent services offices dedicated to helping voters out of just this kind of situation. Consumer protection is a common area they intervene in.

    • ConstableJelly@midwest.social
      link
      fedilink
      arrow-up
      14
      arrow-down
      2
      ·
      edit-2
      2 days ago

      The couple times I’ve attempted a chargeback, my credit card company has sided with the business. The last time, we’d bought Switch controllers on sale from Walmart’s website, but they were sold by a third party and the stick click button didn’t work on them. We didn’t notice for a couple months because we’d only used them for games that didn’t use the stick click. We sent them to Nintendo for repair and they were returned unrepaired because they were counterfeit. We tried contacting Walmart 3 separate times after the seller failed to engage, after which point the return window was closed and the Walmart rep told me to dispute because their hands were tied.

      So I did, and sent the product listing, my communication history with Walmart customer service, and the letter we received from Nintendo proving they were counterfeit. The credit card company reinstated the charge. I called them to ask why, and was told they asked Walmart to prove that the order had been fulfilled, and when they sent their evidence the chargeback was automatically canceled. I asked them to reopen it, and they did, and the supervisor told me that because the order was fulfilled and too much time had passed (probably around 6 months by then) there was nothing they could do.

      Do not trust your credit card company to rectify malfeasance. The math is not on your side when they weigh the cost of pissing you off as an individual consumer versus the cost of pissing off a large business. They do not have your back.

      • ubergeek@lemmy.today
        link
        fedilink
        English
        arrow-up
        11
        ·
        2 days ago

        This is one reason I still keep my Amex. Amex always sides with it’s customers in charge backs, until definitive proof otherwise from the vendor comes.

      • bthest@lemmy.world
        link
        fedilink
        English
        arrow-up
        4
        ·
        edit-2
        2 days ago

        Charge backs were fun while they lasted. Can’t let people have a single crumb of redress against being defrauded.