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Posted on 07/28/2025 3:49:28 PM PDT by Openurmind
Back in April, the rental car company Hertz announced that it would be using UVeye, an AI damage scanning hardward and software system from a former defense contractor of the same name, to check its cars for damage after they were returned.
It didn't take long for problems to arise. As our sister site The Drive reported last month, customers soon started complaining that Hertz was charging them hundreds of dollars for minor cosmetic scuffs that would have been shrugged off by a human employee, or in some cases for phantom damage when none was visible at all.
As much as Hertz wants the storm to pass, anecdotal reports make it sound like the system is still a disaster — and one that's alienating customers even as other rental providers eye similarly divisive tech.
In a post on the r/HertzRentals subreddit, one user insisted they were "done" with the agency after UVeye flagged nonexistent dings when they returned their rental.
After renting a car for a week from a Hertz location at the George Bush Intercontinental Airport in Houston, the user said that they were alerted that UVeye had flagged some apparent damage on the vehicle. When they checked the car, however, there was nothing visible.
Perturbed by the apparent mistake, the user tried to speak to employees and managers at the Hertz counter, but none were able to help, and all "pointed fingers at the 'AI scanner.'" They were told to contact customer support — but even that proved futile after representatives claimed they "can’t do anything."
"Did the AI scanner [misinterpret] water reflections or dirt on the black car as damage?" they pondered. "There’s no way to even present that possibility, no path to defend yourself. It’s an unchallengeable, automated accusation."
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Like Jerry Seinfeld at rental company after they gave him a smaller rental and was asked if he wanted insurance and his reply was “Yes! I plan to beat the hell out of this car”!
I took out a Hertz car in Orlando in April. It had a minor scratch, which I pointed out to the guy at the booth when I drove out.
“No problem, the cameras are right there and they will record it”
Sho ‘nuff, at the airport I get a text “How do you want to pay for the $750 damage to your rental vehicle?”
Never again, Hertz. Fix this or we are through - and I am a super-gold Presidential tier Cosmic god tier Hertz member.
“Hertz chased me away with their lousy customer service.”
Can you imagine what it will be like when they put AI in charge of customer service? Companies are already doing this, it is going viral.
The fastest, best-handling cars that you can throw in reverse at 70mph are rental cars.
(Paraphrasing P.J. O’Rourke)
I always take pics of all damage at pickup, and even go back to the counter and force them to acknowledge existing damage.
Right, customer service has the same script for any complaint
Isn’t it just a scam to get you to buy the bumper to bumper insurance at $25 + /day upon picking up the rental?
Many years ago, I remember seeing an article in Car and Driver about some guys in one of the northern states who would race cars on frozen lakes. There was only one class: rented Chevettes.
“””Can you imagine what it will be like when they put AI in charge of customer service? Companies are already doing this, it is going viral.”””
I am finding there is less and less customer service these days whether it be at your doctor’s office, restaurant, or bank as examples.
We will know when customer service has reached rock bottom when the IRS and DMV are praised for their customer service.
“”””Isn’t it just a scam to get you to buy the bumper to bumper insurance at $25 + /day upon picking up the rental?””””
In many cases the rental companies outsource the insurance and then claim that a thumb print is a $300 damage and send the claim to the insurance company for payment,
Scamming is a multi-level marketing ploy.
Well ... if you returned it empty, what is AI to do?
Nothing parties like a rental.
I always video the inside/outside of any rentals after we pull out of the rental garage so it can be in sunlight.
I travel extensively using rentals at each location.
I’ve taken photos before and after, and refuse red, black, and other dark cars. Haven’t had a charge in 20 years, sometimes hava car for 3-5 weeks.
>> There is a simple solution: avoid Hertz. And not just for this reason.
^^^^^^^^^^^^^^^^^^^^^ THIS ^^^^^^^^^^^^^^^^^^^^^^^
Decades ago I was a loyal Hertz customer but they screwed me too often so I went elsewhere. Plus they cost more!
Although, depending on the location (if any) you frequently use, Avis et al can be just as bad.
They dropped it.
That’s what I do. I take video during the walk around. I even took video of my Penske truck when I moved to Texas.
Yes, that is fraud and unfair business practice. But it is NOT discouraged in the business community. Acceptable business practices are “anything you can get away with to make a buck” including fraud.
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