Hertz rival also uses controversial AI scanners to charge customers for bogus damage claims: report

New York Post

3 hours ago

Hertz customers aren't the only ones getting burned by artificial intelligence-powered damage scanners.
Sixt, the Germany-based rival which operates more than 100 branches in 25 US states, has reportedly been sticking car renters with bogus repair bills for pre-existing damage.
The company uses what it calls a 'Car Gate' system that photographs vehicles when customers pick them up and again when they return them.
4 Sixt customers say they were charged for damage based on wheel photos taken at vehicle pickup rather than return, triggering complaints about AI scanning errors.
REUTERS
Staff members review all computer-flagged damage before issuing charges to customers. But two separate incidents, first reported by The Drive, revealed serious flaws with the system.
One customer, identified as Badi, rented a Mazda CX-50 from Sixt at Atlanta's Hartsfield Airport and received a bill for $605.82 three weeks later for alleged wheel damage, according to The Drive.
When Badi requested evidence, Sixt provided a photograph that initially appeared to show an undamaged wheel. Only after an employee zoomed in could the supposed scuff marks be identified.
The critical error became apparent when Badi examined the photo's timestamp, according to the report.
The image was dated from when the vehicle was first picked up, not when it was returned — meaning Sixt was attempting to charge for damage that existed before the rental period began, The Drive reported.
'I immediately contacted Sixt, explaining they were using the wrong photo,' Badi told The Drive.
4 Hertz has begun installing AI-powered scanners like these at major U.S. airports to speed up and automate rental car inspections.
UVEYE
'After escalating to management, they dropped the claim entirely. Had they not accidentally shared the exit photo, they likely would have proceeded with collections.'
Before acknowledging the mistake, a Sixt employee reportedly threatened to send the matter to collections if payment wasn't received within a specified timeframe.
A nearly identical situation occurred with Ray, another Sixt customer, who rented a vehicle at Ronald Reagan National Airport in Washington, DC.
4 Car rental customers have been complaining after getting hit with charges over seemingly minor scuffs detected by AI scanners.
@professor_pimpcain/Reddit
After returning the rental during a storm, Ray received an email showing two small scratches on a wheel and fender — with a payment demand for $650 in repairs or insurance information, according to The Drive.
Ray noticed the vehicle appeared completely dry in the photographs, despite being returned on a rainy day. Upon closer inspection, the images were stamped with the date of the initial pickup scan, not the return inspection.
The photos even contained the word 'exit,' indicating they were taken during vehicle departure rather than return.
When Ray challenged the charges, pointing out the timestamp error, Sixt closed the case within a week.
Both Sixt cases involved relatively minor cosmetic damage that would typically be considered normal wear and tear.
The customers were only able to dodge being ripped off because they carefully examined the photographic evidence and discovered the timestamp errors, according to The Drive.
When asked about the Sixt incidents, the company apologized but provided no explanation for how the errors occurred.
'We sincerely apologize for any inconvenience to the customer. This experience does not reflect our high service standards,' Sixt told The Drive.
'In the rare event a discrepancy occurs, our team is committed to reviewing it thoroughly and resolving it promptly — as was done here in response to the customer's feedback.'
The incidents come as Hertz customers complained that they were charged hundreds of dollars for minor scrapes and dents that were detected by the rental car giant's new AI-powered scanner — with little recourse to dispute the charges.
Meanwhile, the rental car industry appears to be expanding its use of digital scanning technology beyond Hertz and Sixt.
Customers have reported scanners at Avis locations at Los Angeles International Airport and at Enterprise facilities at Houston's George Bush Intercontinental Airport, though those individuals didn't experience billing disputes, according to The Drive.
Hertz is leading the rollout, aiming to equip over 100 airport sites with UVeye technology by the end of 2025.
Avis Budget Group is experimenting with AI at select facilities like LAX but maintains that inspections remain human-led. Enterprise says it does not use the technology at all.
When contacted about their scanning practices, Avis Budget Group told The Drive that 'the damage assessment process at Avis remains human-led' while acknowledging that artificial intelligence 'may be used to support internal efficiencies.'
4 Sixt, the Germany-based company, operates more than 100 branches in 25 US states.
REUTERS
The company emphasized that technology doesn't replace employee judgment and that fair, transparent customer experiences remain their priority. Avis previously tested an AI-based inspection system at London's Heathrow Airport in 2019.
Enterprise Mobility, which operates Enterprise Rent-A-Car, National Car Rental and Alamo, explicitly denied using digital damage scanners.
'Enterprise Mobility is not using digital damage scanners at check-in, check-out, or in our damage review process for any of our car rental brands,' a company representative told The Drive.
The Post has sought comment from Sixt, Avis Budget Group and Enterprise.