What Hertz Says About the New Technology
Hertz has formally partnered with UVeye to deploy AI-powered vehicle inspection systems at major U.S. airport locations. According to the company’s April 2025 announcement, the scanners capture high-resolution images of a vehicle’s body, tires, wheels, glass, and undercarriage, both at pickup and return. Hertz states that the goal is to improve consistency and transparency in a historically subjective inspection process. The company says more than 97 percent of rentals scanned show no billable damage, and that the system helps ensure customers are not charged for issues that occurred before their rental.
What Verified Customer Reports Show
Despite Hertz’s assurances, verified news reports document several cases where renters were billed for what they believed were minimal, unclear, or non-existent damage. One Atlanta renter reported receiving a $440 charge after an AI scan highlighted a one-inch wheel scuff. The documented fee included repair, processing, and administrative charges. In another case reported by The Independent, a renter was billed $350 after the scanner identified two small dents. Another couple described returning a vehicle that staff visually cleared, only to receive a notification later that the AI system had detected a dent and triggered a $195 charge, later discounted if paid within 24 hours. These examples come from independently verified reporting by outlets including The Atlanta Journal-Constitution and The Independent.
Why Consumer Advocates and Lawmakers Are Concerned
Reports of disputed charges have led lawmakers to request detailed explanations from Hertz about how the AI system operates, what thresholds are used to determine billable damage, and whether human review takes place before charges are issued. Critics argue the system may misinterpret reflections, shadows, or normal wear as damage. They also warn that renters often struggle to reach a human representative when disputing charges, making the process feel automated and difficult to challenge.
What Renters Can Do to Protect Themselves
Experts recommend photographing or filming the vehicle’s condition before leaving the lot, including close-ups of wheels, door panels, bumpers, and the roof. Renters should also review return confirmations immediately and request access to the before-and-after images if any charges appear. Quick documentation and rapid response can significantly improve the chances of a successful dispute.
The Bottom Line
Hertz’s AI inspection rollout represents a major industry shift toward automation. The technology has genuine potential to improve consistency and reduce human error, but verified customer experiences show real problems in practice. The complaints highlight a growing tension between automated accuracy and customer fairness. As the technology expands, renters will need to be vigilant, and Hertz will face continued pressure to add clearer processes, human oversight, and reliable dispute options to ensure the system works for everyone.
