What Happens When Hertz’s AI Scanner Detects Damage on Your Rental Car?

Hertz is implementing AI technology from UVeye to inspect rental vehicles for damage, aiming to enhance transparency and efficiency in the rental process. A recent customer experience highlights the potential drawbacks of this system. After returning a rented Volkswagen with minor damage, the customer, Patrick, was quickly notified via a web app about charges totaling $440, including fees for processing and administration. While the app provides damage documentation, it lacks direct access to live support for immediate inquiries, forcing customers to navigate delays in communication. Although Hertz offers discounts for prompt payment, Patrick opted not to utilize them, valuing accountability over convenience. This situation underscores a growing trend in the car rental industry, where AI is shaping customer interactions but also raising concerns about responsiveness and clarity in damage claims. Hertz plans to expand this technology to 100 airport locations by year-end, reflecting a broader industry shift.

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