Hertz’s AI Scanners Catch Every Scratch—And Send You the Bill Before You Get Home
Hertz is rapidly expanding its use of artificial intelligence to inspect rental cars, aiming to modernize vehicle check-outs and returns with greater speed and objectivity • Read More
The company, along with its Dollar and Thrifty brands, is rolling out AI-powered inspection scanners developed by Israeli company UVeye. The scanners photograph and scan each car as it leaves and re-enters the lot, capturing a 360-degree view of the body, undercarriage, glass, and even tire tread. According to UVeye, the technology can detect five times more damage than a manual inspection. Hertz has announced plans to install 100 of these scanners at airport locations across the U.S. by the end of 2025.
Hertz touts the system as a major improvement in transparency and consistency. “The vast majority of rentals are incident-free,” a Hertz spokesperson said. “When damage does occur, our goal is to enhance the rental experience by bringing greater transparency, precision, and speed to the process.”
But for at least one customer, the experience has been anything but seamless. Patrick, who rented a Volkswagen from Hertz at Hartsfield-Jackson International Airport in Atlanta—the first location to use the AI scanners—returned the car with a small scuff on a wheel. Within minutes, he received an itemized bill: $250 for the repair, $125 in processing fees, and $65 in administrative costs.
He told The Drive he tried to dispute the charge but was unable to connect with a live agent through Hertz’s app. He emailed the company, but was told responses could take up to 10 days—despite the fact that his “discount offer” to settle quickly would expire in seven. “Saving $30 to accept responsibility is not worth it,” he said.
A professional repair for minor curb rash typically costs $100–$250, while a replacement wheel for the model in question retails for around $500.
While the technology may prevent disputes over preexisting damage—since the scanners document vehicle condition at check-out—critics say Hertz’s approach leaves customers vulnerable to automated charges and limited recourse to speak with a human when questions arise.
This isn’t the first time Hertz has faced controversy over billing and customer service. The company previously settled for $168 million after falsely accusing hundreds of customers of stealing cars, leading to wrongful arrests and jail time. Other recent missteps have included attempts to bill for gas on rented Teslas and charging exorbitant fees despite unlimited mileage policies.
Hertz filed for bankruptcy in 2020 but quickly emerged as travel rebounded, shedding over $5 billion in debt and investing in new vehicles and technologies.
The company insists the scanners will ultimately improve trust and clarity, allowing renters to avoid surprises. But as the rollout continues, the question remains whether more automation will deliver on the promise of transparency—or simply add another layer of frustration for customers trying to dispute a charge.
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