Hertz and other rental car agencies have begun implementing the use of scanners that rely on high-resolution imaging and AI to detect damage to rental cars. The scanners were developed by a company called UVeye and offer an AI-powered 360° view of a car’s tires, exterior, and undercarriage. As the vehicle passes through a rental lot’s gates at pickup and return, scanners capture thousands of high-resolution images, and then A.I. technology compares the images, flagging any discrepancies.
According to the company’s website, “UVeye’s AI-powered inspections give customers peace of mind by ensuring they’re not billed for pre-existing damage and find new rental damage within seconds. The system helps rental companies maintain high safety standards, protect fleet health, and deliver a faster, more transparent check-in and return experience.”
The website also adds that its technology can “detect 5X more damage than manual checks” and generate “6X higher total value of damage captured.”
Emily Spencer, a Hertz spokesperson, said, “The system automatically creates and sends damage reports. An employee reviews the report only if a customer flags an issue after receiving the bill.” Hertz reports that fewer than 3% of vehicles scanned by the new A.I. system show any billable damage, but unexpected charges for damages invisible to the naked eye have left renters concerned.
If damages are incurred to the rental car, customers immediately receive automatic charges for the cost. Yaron Saghiv, UVEye’s chief marketing officer, said the technology “removes the need for manual walkarounds, increases vehicle safety, and ensures a reliable, objective record of vehicle condition.” This is a concerning prospect to many customers, as the technology is able to pick up on even the most minor scratches.
The New York Times reported that one couple was charged $195 for a microscopic dent in the passenger-side front door. Similarly, one customer told The Drive that he was asked to pay $440 for a one-inch scuff on one of the wheels. Customers also report that speaking to a human representative about the charges is next to impossible, as the chatbot system that Hertz uses for handling damage claims doesn’t currently allow a live, human agent to enter the conversation.
Hertz and its subsidiaries, Dollar and Thrifty, have begun using the technology at Newark Liberty International Airport, Charlotte Douglas International Airport, Phoenix Sky Harbor International Airport, Tampa International Airport, and George Bush Intercontinental Airport in Houston, and the Hartsfield-Jackson Atlanta International Airport.
Other rental companies, including Avis, Budget, and Payless, are choosing to keep their damage assessment process human-led. The Avis Budget Group announced via email, “While certain technologies, including A.I., may be used to support internal efficiencies, they do not replace the judgment or involvement of our employees.”
According to Hertz representative Emily Spencer, the company plans to expand the technology to other “major airport locations” this year.
