Hertz’s AI Surprises Renters With Unanticipated Damage Charge For Minor Scratch | Carscoops

      A customer was surprised by an unexpected bill for a nearly invisible mark on the quarter panel of a returned car, which was identified by Hertz's inspection system.

      Another dissatisfied Hertz customer recounted how the AI damage assessor issued a surprise charge. The rental agency's camera system detected a small blemish on the car's exterior, resulting in a $195 bill for the renter, who could save $65 by choosing to pay promptly instead of disputing the charge.

      Hertz's uncompromising AI damage assessment technology continues to be strict regarding wear and tear typically associated with regular vehicle use. Recently, another customer shared their dissatisfaction online after receiving a bill for damage that is hardly noticeable to the naked eye.

      Not long ago, we reported on a Hertz renter at Atlanta's airport, which was the first location to implement this technology, who was taken aback by a $195 fee. Now, a customer renting from Houston International has shared a similarly frustrating experience.

      Another Minor Dent, Another Large Charge

      A user known as animemufin posted on Reddit's r/HertzRentals, stating, “I recently rented a car from Hertz at IAH, and within 30 minutes of dropping it off, I received a text notifying me of reported damage along with a $195 bill.” They continued, “After examining the pictures provided, the 'dent' they mentioned is minimal and honestly looks more like a smudge. Am I unreasonable for contesting this and contacting customer service to express that I won't pay for it?”

      The phone screenshots shared with the post featured before and after images of the car's rear quarter, showing a very small dent just beneath the gas cap in the latter. While there is indeed a mark, it is quite tiny and appears to have been caused by someone opening a door against the rear quarter—a common occurrence in parking lots worldwide.

      Human Judgment versus Machine Accuracy

      This situation has led to speculation about whether such a minute amount of damage would have been overlooked by a human assessor, had they noticed it at all.

      Hertz is currently transitioning away from human assessors and implementing an AI-based system that captures photographs of the vehicle when the renter exits the lot and when it is returned. Theoretically, this system aims to be fairer to renters, yet its strict stance on minor damages has garnered negative feedback, with some Reddit users describing it as a scam.

      Reduced Fees Still Leave a Bad Impression

      A third screenshot shared by animemufin displayed the $195 bill, highlighting how Hertz is willing to forgo the $65 "loss of use" fee if the renter pays quickly, reducing the total charge to $130.

      While this reduced fee is still significant, it is low enough that even dissatisfied renters might opt to pay it, especially considering that, as animemufin discovered while attempting to discuss the issue with Hertz, a representative would not be available for a week.