Hertz and other agencies are increasingly relying on scanners that use high-res imaging and A.I. to flag even tiny blemishes, and customers aren’t happy.
The next time you rent a car, that ding on the door might not slip under the radar. Powerful new A.I.-driven tools are helping Hertz and other companies catch every little scratch, and puzzled renters are being asked to pay up.
Hertz, one of the world’s largest car rental companies, debuted the technology last fall at Hartsfield-Jackson Atlanta International Airport, and it’s now in use at five other U.S. airports, said Emily Spencer, a Hertz spokeswoman. Developed by a company called UVeye, the scanning system works by capturing thousands of high-resolution images from all angles as a vehicle passes through a rental lot’s gates at pickup and return. A.I. then compares those images and flags any discrepancies.
The system automatically creates and sends damage reports, Ms. Spencer said. An employee reviews the report only if a customer flags an issue after receiving the bill. She added that fewer than 3 percent of vehicles scanned by the A.I. system show any billable damage.
Still, unexpected charges for damage that’s barely visible to the naked eye are leaving renters wondering what’s going on.
‘It Could Have Been a Shadow’
Kelly Rogers and her husband rented a car from Hertz at the Atlanta airport over the July 4 weekend to travel to a family wedding in Birmingham, Ala. The couple, who live in Scarsdale, N.Y., booked a minivan to shuttle family around, and the drive in both directions was uneventful, they said.
