Hertz AI Damage Disputes Spark Outrage as Renters Fight Back Against False Claims

Hertz Renters Clash With AI Damage Claims As Complaints Mount

Hertz recently introduced an AI-powered vehicle damage detection system called UVEye, aiming to make post-rental inspections more objective. Instead, it has sparked frustration among renters who say the system flags damage that isn’t visible, while disputes over these claims remain unresolved.

One renter even filmed his car after receiving a “Damage Detected” alert, showing no visible issues where the AI indicated damage. Despite this evidence, Hertz employees deferred responsibility to the AI, offering no real assistance. Customer support channels reportedly provided little help, leaving many renters feeling stuck.

How UVEye Works and Its Limitations

Hertz claims UVEye only flags damage larger than one inch and that 97% of renters return cars without damage. The AI is meant to prevent renters from being charged for pre-existing damage missed by humans, promoting fairness and encouraging care. However, renters report false positives and poor communication, undermining trust in the system.

A Real Case of AI Misjudgment

Reddit user Akkasca, a decade-long Hertz customer, documented their experience after returning a car in Houston. The AI flagged damage, but a video recorded immediately after showed the car in perfect condition. Despite presenting this proof, staff and managers insisted the AI decision was final and directed the renter to customer support, which proved unhelpful.

This case highlights a key issue: renters cannot directly challenge the AI’s findings at the rental location, and remote support teams claim limited ability to intervene. This breakdown in communication frustrates customers and damages Hertz’s reputation.

How Renters Are Trying to Avoid AI Issues

With Hertz deploying UVEye at six major airport locations and planning expansion to 100 sites, some renters seek ways to avoid the system altogether. The New York Post suggests steering clear of airports using UVEye or relying on personal insurance or credit card coverage for damage claims.

• Locations currently using UVEye include Atlanta Hartsfield-Jackson, Charlotte Douglas, Houston George Bush, Newark Liberty, Phoenix Sky Harbor, and Tampa International.
• Relying on insurance or credit cards often requires rejecting Hertz’s coverage options and risks accepting charges for damage the renter did not cause.

Document Everything, But Will It Help?

Taking photos and videos before and after rentals is a common tip. Apps like Proofr use AI to assess vehicle condition, offering renters additional evidence. However, Hertz’s current processes do not guarantee these materials will influence dispute outcomes. The renter case described above shows that even clear video evidence may be ignored.

What Customer Support Professionals Should Know

This situation underscores the challenges AI introduces in customer service. While automation can reduce human error, it also creates new hurdles when systems lack transparent dispute mechanisms and human oversight.

Customer support teams should advocate for clearer communication channels and better integration of customer-submitted evidence. Listening and responding effectively can prevent frustration and build trust, especially as AI tools become more common in service industries.

Ultimately, the best protection for renters is returning vehicles in excellent condition and allowing time after AI scans to document any flagged damage. For support professionals, understanding the limitations of AI and emphasizing empathy during disputes will be key to managing growing customer concerns.

For those interested in enhancing their skills in AI and automation within customer support, resources such as Complete AI Training’s automation courses can offer valuable insights.