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Auto Blog
6 hours ago
- Automotive
- Auto Blog
Hertz's New AI Damage Scan Could Mean Surprise Fees for Renters
AI is scanning your rental car — and maybe your wallet Hertz is rolling out artificial intelligence-powered vehicle scanners at airport locations across the U.S., promising faster, more accurate damage inspections. But for some customers, the high-tech upgrade could come with an unexpected price tag. The new inspection system, developed in partnership with Israeli tech firm UVeye, uses advanced cameras and machine learning to automatically scan cars for damage before and after a rental. It's already in place at the Atlanta airport and is expected to reach 100 Hertz locations by the end of 2025. Hertz claims the move is about transparency, efficiency, and accuracy, but a report from The Drive raises concerns that the system may also lead to costly and hard-to-contest damage charges, especially for minor scrapes. One-inch scrape, $440 bill According to The Drive, a reader renting through Hertz's Thrifty brand returned a vehicle at Hartsfield-Jackson Atlanta International Airport. Minutes later, he received a digital damage report flagging a one-inch scuff on a wheel. UVeye scanner — Source: UVeye Then came the charges: $250 for the repair, $125 for processing, and $65 in administrative fees — a total of $440. Hertz offered discounts if the customer paid quickly, but when he tried to dispute the claim, he ran into another problem: the company's automated system wouldn't connect him with a human representative. The chatbot only logged the case for review, which could take up to 10 days, well after the payment deadline. The customer could have called Thrifty's hotline, but he says that option wasn't clearly presented. Is AI making things fairer, or just more expensive? Hertz defends the scanners as a step forward. A spokesperson said most rentals are incident-free, but when damage does occur, 'our goal is to enhance the rental experience by bringing greater transparency, precision, and speed to the process.' Teslas in front of a Hertz — Source: Hertz Autoblog Newsletter Autoblog brings you car news; expert reviews and exciting pictures and video. Research and compare vehicles, too. Sign up or sign in with Google Facebook Microsoft Apple By signing up I agree to the Terms of Use and acknowledge that I have read the Privacy Policy . You may unsubscribe from email communication at anytime. The company argues that the digital inspections reduce disputes by offering clear documentation and that it's fairer to charge customers responsible for damage directly, rather than increasing prices for everyone. However, it's unclear whether a human inspector would have found the same wheel scuff or levied the same repair and administrative fees. The rapid turnaround and automated communications raise concerns about renters' ability to understand or challenge the charges. Final thoughts The use of AI for car inspections isn't inherently bad. If implemented with care, it could reduce human error and eliminate subjective judgments. But for now, it appears that Hertz's rollout may leave some customers feeling blindsided. What's more, without a straightforward way to reach a real person to contest a claim, renters are left navigating chatbots and delays while the clock ticks down on payment discounts. For travelers, the lesson is clear: document everything. Take photos and videos before and after your rental, especially if you're renting from a location with these new scanners. With AI watching every angle, even a tiny scratch could turn into a big bill. About the Author Elijah Nicholson-Messmer View Profile
Daily Mail
16 hours ago
- Automotive
- Daily Mail
Urgent rental warning as car giant exposed using James Bond tech to sting customer $440
Before returning his rented Volkswagen to Hertz, a driver steered his car through a high-tech scanner system. Arched LED lights and AI-enabled cameras scanned the vehicle's fenders and panels for scratches, wheels for scuffs, tires for tread wear, windows for cracks, and undercarriage for damage. According to Hertz, the system is designed to speed up inspections and reduce disputes. But minutes after pulling the VW through the automated scanner, the driver says he received a $440 bill — for a one-inch scrape on a wheel. The charge came after Hertz began rolling out the technology as part of its partnership with UVeye, an AI startup that builds automated vehicle inspection systems. The renter, identified only as Patrick, said the total included $250 for the repair, $125 for processing, and a $65 administrative fee, according to The Drive. He isn't alone. Another renter on Reddit claimed they were billed $195 for a minor 'ding' after returning a Toyota Corolla to a Hertz location equipped with the same AI system. In April, Hertz representatives told that the newly-implemented machines would not be used to bill customers for minor cosmetic issues. Instead, they said the system was intended to prioritize safety and maintenance — not penalties. A representative for Hertz verified Patrick's story and said the company's policy has not changed. They're standing by the $440 charge. Now, the company confirms it uses a 1-inch standard for dents — roughly the size of a golf ball — when determining whether to issue a damage charge. 'Over 97 percent of cars scanned with this technology have not detected any billable damage, proving a vast majority of rentals are incident-free,' a spokesperson for the company said. 'Vehicle damage has long been a common pain point across the car rental industry for customers and companies alike. 'At Hertz, we're using this technology to address this friction head-on and our goal is to always improve the customer experience while ensuring customers are not charged for damages they did not cause and by bringing greater transparency, precision, and speed to the process when they do.' Independent analysts told that Hertz's AI rollout reflects a growing tension between company's tech solutions and a customer's service expectations. 'A line is crossed when AI applications become overly aggressive and prioritize efficiency over customer fairness and satisfaction,' David Linthicum, an AI analyst, said. Independent analysts are concerned that the advancing use of AI could frustrate customers 'Customers value fairness and human interaction.' Still, Hertz believes the new systems will make damage fees more transparent. Traditionally, car rental companies relied on employees to inspect vehicles, a process that had its limitations — especially when it came to detecting undercarriage damage or worn tires. UVeye says its scanners apply a consistent, fleet-wide standard to inspections, improving accuracy and fairness. 'Hertz is setting a new standard for vehicle maintenance and fleet management in the rental industry,' Amir Hever, the CEO and Co-Founder of UVeye, said. 'Our AI-driven inspection systems complement manual checks with consistent, data-backed assessments completed in seconds.' But while the technology may be more consistent, some drivers who've been hit with fees say they're finished with Hertz altogether. 'I will no longer be using Hertz,' the Corolla renter said on Reddit. 'Reached out to customer service, and they said they stand by the AI.' Hertz is the second largest rental vehicle fleet in the US Its the latest major change from Hertz that has ruffled some customer feathers. In 2022, the rental company purchased thousands of Tesla and Polestar EVs as it attempted to entice trendy customers. But vacationers, who didn't want to navigate America's frustrating public charging infrastructure, infrequently rented the EVs. Hertz started selling the cars at a loss. In the positive direction, the company also started to gain a lot of attention on Wall Street after billionaire investor Bill Ackman said he started purchasing stock.
Car and Driver
2 days ago
- Automotive
- Car and Driver
Hertz Is Using AI to Scan Your Rental Car for Damage, and It Might Cost You
Hertz is introducing scanners that use artificial intelligence software to scan cars before and after they are rented to more accurately and quickly assess damage. Hertz aims to add the equipment to 100 locations in the U.S. by the end of 2025. A report from The Drive said that a reader who experienced the system was asked to pay $190 in processing and administrative fees to repair a roughly one-inch scrape on a wheel. Returning a rental car can be nerve-wracking. Will the rental company discover a small ding? Did you remember to take photos of the car beforehand to prove your dent-related innocence? Hertz is trying to make the process more accurate and transparent with new scanners that use artificial intelligence to inspect vehicles before and after the rental period. The scanners are being rolled out across the country now, and while they will likely lead to improved accuracy, an anecdotal account from The Drive shows there still may be some teething issues. UVeye It's unclear if these fees would be the same if the car had been inspected manually by a human, or if the fees are there to cover the expense of Hertz's partnership with UVeye. Caleb Miller Associate News Editor Caleb Miller began blogging about cars at 13 years old, and he realized his dream of writing for a car magazine after graduating from Carnegie Mellon University and joining the Car and Driver team. He loves quirky and obscure autos, aiming to one day own something bizarre like a Nissan S-Cargo, and is an avid motorsports fan.
The Drive
3 days ago
- Automotive
- The Drive
This Is What Happens When Hertz's AI Scanner Finds Damage on Your Rental
The latest car news, reviews, and features. Back in April, we reported on how Hertz was planning to employ artificial intelligence to scan vehicles before and after renters use them, to check for damages and issue associated charges. The AI system has been live now for a few months at select locations around the country, and one customer of Hertz-owned Thrifty reached out to The Drive to share his experience after one of the company's scanners caught damage on his rental. Mind you, it wasn't exactly an experience he enjoyed. A reader named Patrick recently rented a Volkswagen from Hertz's location at Hartsfield-Jackson International Airport in Atlanta, which was in fact the first store nationwide to use the tech. When he returned the car, he did so with a 1-inch scuff on the driver's side rear wheel. Patrick says he was alerted to the damage 'minutes' after dropping the VW off, and with it, charges for the blemish: $250 for the repair, $125 for processing, and another $65 administrative fee. That's $440 all told, for curb rash on one wheel. This is all relayed to renters like Patrick over a web app, and while it's easy to guess what the repair fee is for, the other two are a bit more vague on the surface. Hertz defines the processing fee as 'the cost to detect and estimate the damage that occurred during your rental.' The admin fee, meanwhile, 'covers a portion of the costs [Hertz incurs] as a result of processing your claim.' Hertz is working with UVeye for this tech, an Israel-based company that is wholly focused on deploying AI to automate vehicle inspections. This is what Patrick saw on his phone when he was presented with proof of damage. Courtesy Patrick The web app presents customers with proof of the damage spotted by UVeye's scanners, and allows them to compare that against an image of the same portion of the vehicle before they drove it. When Patrick was served with the bill, he was given the option to pay it right away. But here's what's interesting: He says Hertz was offering a $52 discount if he agreed to the terms and paid within two days, or a $32.50 discount if he paid within a week. Patrick told The Drive that he wanted to inquire about the charge. Unfortunately, the chatbot system that Hertz uses for handling damage claims doesn't currently allow a live, human agent to enter the conversation. What it can do is flag a claim, so that an agent reviews it later. After that point, an agent may reach out to the customer to discuss the issue, or the customer could ring up Thrifty's normal support hotline to talk to a rep there. But that option wasn't made clear to Patrick on the site, so he followed a 'Contact Us' link to send Thrifty an email, which can take up to 10 days for a response. Remember: The discount only stands if you pay in seven days. Another example of UVeye's post-return condition report. UVeye The Drive reached out to Hertz to inquire about Patrick's case, and ask some questions about Hertz's AI scanning policies at large. A representative responded with the following statement: '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. Digital vehicle inspections help deliver on that with clear, detailed documentation that is delivered more quickly, as well as a more technology-enabled resolution process.' One of the questions I asked Hertz that the company didn't answer was whether fees for customers who have incidents are higher when renting vehicles from Hertz stores that use UVeye scanners, as opposed to those that don't. You'd think they would be more expensive, if indeed the processing fee pertains to 'the cost to detect and estimate' blemishes sustained during rentals. As it stands, Hertz has no listed prices on its website for estimates of what different kinds of damage typically cost, so customers are kind of in the dark about this stuff until it happens. At the time of publication, Patrick said he hadn't paid yet and wouldn't take the discount because 'saving $30 to accept responsibility is not worth it,' he told me over email. High-end rentals sit at a Hertz lot in San Francisco International using AI in this way represents new practices and protocols for the industry, and it's something consumers will need time to adjust to. The company claims UVeye's tech increases transparency when it comes to damage claims and, sure—you can see exactly what the scanners caught, and the turnaround is clearly quick. But this system has arguably introduced opacity when customers can't easily talk to a live agent for questions or concerns, and the software is encouraging them to pay up as quickly as possible. I'd argue it would go a long way for Hertz to incorporate live agents into its chatbot system, to ease some of the friction here. But whether or not it does, Patrick's experience is the kind many car renters will likely have in increasing numbers, as more companies follow Hertz's lead and incorporate AI into these inspections. As for Hertz itself, it expects to have scanners up and running at 100 of its roughly 1,600 U.S. airport locations by the end of this year. Got tips? Send 'em to tips@
Forbes
12-05-2025
- Automotive
- Forbes
Hertz Adds UVeye Drive-Through Inspections To Avoid Ding Disputes
UVeye drive-through inspection station at Hertz rental location at Hartsfield-Jackson Atlanta ... More International Airport. It can be frustrating, and sometimes, expensive, when a rental car customer is charged for damage to a vehicle when it's returned. It's even more maddening when the customer claims the damage was already on the vehicle before he or she ever got behind the wheel. But now an arrangement between instant vehicle drive-through inspection company UVeye and rental car giant Hertz, aims to avoid those conflicts and ensure the vehicle is safe. Starting last summer at Atlanta's Hartsfield-Jackson Atlanta International Airport, and as of earlier this year, at Newark Liberty International Airport in Newark, New Jersey, Hertz vehicles are inspected before and after each rental. It takes only seconds. 'What we're doing with Hertz is when a customer rents the vehicle, will go through the system,' said UVeye co-founder and CEO Amir Hever, in an interview. 'We understand exactly what is the condition when he when he rented the vehicle. He goes through the system again. So it gives him a really, kind of a peace of mind that no one can all of a sudden bill him for something that he's not accountable for.' A report is sent to the customer's smartphone right away so they can examine it and take up any issues immediately with the agency, if necessary, or simply feel peace of mind the vehicle is in good working order and safe, according to Hever. Entering the rental car segment represents a major move for UVeye, which began in Israel and has expanded globally, including locations in the U.S. Its drive-through inspection stations are powered by AI and high-resolution cameras to instantly detect both external and internal flaws along with the condition of the tires in just seconds as the vehicle passes through. The combination of speed and efficiency for the inspections were attractive attributes for Hertz, according to Mike Moore, executive vice president, technical operations. 'We're leveraging cutting-edge AI solutions to transform our maintenance and inspection processes while bringing unprecedented transparency to our customers,' said Moore in emailed remarks. 'Through consistent, data-backed assessments and clear documentation, our customers can have complete confidence in the condition of our vehicles both pre- and post-rent." Initially marketed as a security measure at international borders to detect contraband, UVeye has quickly expanded the use of its equipment at dealerships and fleets to assist in diagnosing and detecting service issues through relationships with companies that include General Motors Co., Hyundai, and Volvo Cars, Amazon Cars and Carmax. UVeye placed its first inspection units for Hertz last summer at the Atlanta airport, which is ranked by Airports Council International as the busiest in the world, making it an effective test bed in a high-traffic situation. The goals were to examine the customer experience, whether or not the systems actually saved time and overall 'make sure there's a real fit,' said Yaron Saghiv, UVeye marketing director in an interview. The companies waited to publicly announce their relationship until recently as they determined if those goals were met. It turns out, they learned important lessons that led to some key improvements regarding the reports provided directly to customers, a new aspect to UVeye's business. 'It's the first time that we're actually working directly with consumers, presenting them our detections so we wanted to make sure the reports are really easy to understand or really simplified, so you can open it in a mobile phone and you can really understand everything in the first 10 seconds that you're looking at the report,' said Hever. This isn't UVeye's first relationship regarding rental vehicles. In January, 2024, the company announced a partnership with GM and fleet management software company Connexion Mobility to inspect vehicles dealerships rent or lend to customers as their personal cars or trucks are serviced. The inspection results are integrated into Connexion's OnTRAC platform to document damage before and after use by a customer. The results are also sent to the customer by text message. But the arrangement with Hertz is UVeye's first major play in the rental car segment dealing directly with customers. It's not the last. UVeye is speaking with other rental companies and expects to announce those new relationships in the future, according to Saghiv. Meanwhile, while the companies aren't ready to announce specific locations, air travelers renting from Hertz can expect to see UVeye inspection stations at more airports over time. 'The plan with Hertz is to be in all major airports to offer kind of the same service, same experience to all the customers,' said Hever.
