Hertz Renter Recorded His Vehicle to Demonstrate AI Was Incorrect, Yet Made No Progress as Outrage Grows | Carscoops

      An in-depth exploration of the escalating backlash against Hertz as renters claim its AI is flagging non-existent damage and disregarding disputes.

       23 hours ago

      

      

      

      

      

      

      

      

      

      

      

       by Stephen Rivers

      

      

      

      

      

      

      

      Hertz’s AI scanner is reporting damage that some users assert is nonexistent.

      One renter captured “damage” that wasn’t visible, yet received no substantial assistance.

      Customers are now exchanging advice on how to evade UVEye and contest erroneous claims.

      Hertz is under increasing scrutiny for a new AI-driven camera system intended to enhance vehicle damage assessments, but which has instead led to significant customer dissatisfaction and confusion. The company anticipated that automation would eliminate subjectivity and human error from post-rental inspections; however, it is now facing criticism not only for the system's functionality but also for its dispute resolution process.

      Public sentiment is currently heavily focused on this issue, especially regarding human damage assessments that customers perceive as unfair. In addition, customers are speculating on ways to bypass the AI system. The situation is quite disordered, and we aim to clarify some of it for you.

      Read: Hertz AI Complaints Are Spreading Faster Than The Damage It Flags

      We have highlighted several instances of the damage that Hertz’s new AI camera system, UVEye, identifies. The rental car company has publicly addressed the matter with Carscoops, asserting that 97 percent of renters return cars without any discernible damage. Furthermore, the system reportedly only identifies damage that measures one inch or more.

      Hertz has emphasized that the system is designed to be objective, meaning customers won’t face charges for pre-existing dings that were overlooked by previous renters. In theory, this is a commendable idea, potentially encouraging renters to be more cautious with vehicles. In practice, however, the situation leaves much to be desired.

      An Example We Haven’t Seen Before

      Over the weekend, a loyal Hertz customer expressed that the brand has lost his patronage. This sentiment isn’t solely related to alleged damage; it also arises from purported communication failures, which have been a common complaint among users since the introduction of the UVEye system. What’s unusual is that this individual meticulously documented the damage they were accused of causing.

      A Reddit user named Akkasca, who has rented from Hertz for a decade with no issues, shared their experience after returning a car at an airport in Houston, Texas, where they received a message stating, “Damage Detected”.

      “Concerned, I got off the shuttle with all my luggage and returned to inspect the vehicle. The area allegedly damaged? Completely intact. No visible damage whatsoever. I even recorded a video on the spot to document the car's condition,” they recounted.

      Indeed, they went back to the vehicle after the scanner took its pictures and recorded a video. Based on that footage, it certainly appears that no damage exists where UVEye indicated there should be.

      With the video evidence, the customer felt assured about contesting the claim, despite employees being unable to assist.

      “All employees and managers directed me to the ‘AI scanner’ and advised me to reach out to customer support, claiming they had no authority over the damage claim,” they noted. Unfortunately, they were mistaken. As previously mentioned, the app does not facilitate direct communication with a human representative. Hertz asserts it is working on this but also states there are alternative methods for customers to reach out.

      According to this customer, whose recorded video showed no damage, those alternative communication channels were ineffective as well. Representatives on the support line reportedly indicated an inability to help. Since that incident, the situation has not improved.

      Strategies For Avoiding UVEye

      The same customer pointed out that they identified damage from a previous rental that the AI system overlooked. If the system indeed made this error, one wonders how many other similar mistakes it has made. This leads to inquiries about how to avoid such situations.

      The New York Post recently offered tips on this specific issue, recommending that renters avoid locations equipped with UVEye. Presently, Hertz employs this system at several airport locations, including Atlanta Hartsfield-Jackson, Charlotte Douglas, Houston George Bush, Newark Liberty, Phoenix Sky Harbor, and Tampa International.

      However, this precaution provides minimal relief since Hertz intends to expand the system to 100 locations by year’s end. Reddit users are discussing the system's rollout in cities like Boston, so its availability could change drastically in the near future.

      The Post also advises using personal insurance or credit card coverage to handle damage claims. The downside to this approach is the risk of accepting responsibility for damage one did not cause. Typically, this also requires declining coverage options provided by Hertz.

      There’s An App For That Too

      Other recommendations include taking personal photos and videos before and after the rental. At least one AI-driven application, Proofr, is available to Apple users. It utilizes machine learning to assess vehicles before and after