Hertz’s AI damage scanner sparks customer fury over phantom fees
Hertz rolled out UVeye, an AI damage detection system, to check cars after rental returns. The problem? Customers say it’s charging hundreds for tiny scuffs — or damage that doesn’t even exist.
The issue started shortly after the April launch at airport locations. Renters report getting hit with fees for scrapes their human eyes never would have flagged. One Reddit user from Houston’s George Bush Intercontinental Airport shared their experience: UVeye flagged dings on a black rental car, but no visible damage was found. 
Attempts to get help at the counter failed. According to the renter, staff only “pointed fingers at the ‘AI scanner’” and told them to contact customer support — which was no help.
“Did the AI scanner [misinterpret] water reflections or dirt on the black car as damage?”
“There’s no way to even present that possibility, no path to defend yourself. It’s an unchallengeable, automated accusation.”
Reports show Hertz’s AI scanner is currently only at airport locations. But it’s not just Hertz. Other rental giants like Sixt use similar AI, called Car Gate, and customers are also complaining about unfair fees for alleged damage.
In at least two Sixt cases, customers were fined $650 over damage photos that didn’t even match their rental dates. The damage occurred before the rentals, yet fines stuck – until complaints got charges dropped.
These AI systems promise “greater transparency, precision and speed,” according to Hertz’s statement last month to Car and Driver. But it looks like they’re just handing customers headaches — and extra costs.
This mess is another example of algorithms screwing over people with no clear way to challenge automatic decisions. It’s a warning for more industries rushing to replace humans with AI that isn’t ready.
More automotive AI coverage: [Car Dealerships Are Replacing Phone Staff With AI Voice Agents].
